1. Application of Policy

This Policy constitutes part of the terms and conditions of use of this Site. By using the services on this Site, you are indicating that you understand and agree to the terms set out below as they apply to you.

2. Cancellation of Session

2.1 Cancellation by Consultant

(a)

If the Consultant cannot attend an appointed Therapy Session and cancels the appointment at any time prior to the start of the appointed Therapy Session, an automated email notification will be sent to the Client of the cancellation and the Client will be offered the following options: (i) a full refund of the amount paid by the Client for the cancelled Therapy Session; or (ii) a credit for the full amount paid by the Client for the cancelled Therapy Session, which the Client may use in payment for a replacement Therapy Session with the same or any other Consultant. The replacement Therapy Session must be held within 12 months of the cancelled Therapy Session.

(b)

If the Client elects to receive a credit for the cancelled Therapy Session and makes an appointment for a replacement Therapy Session with the same Consultant who was nominated for the cancelled Therapy Session, the Consultant must not charge a Consultant Fee for the replacement Therapy Session which is greater than the credit received by the Client for the cancelled Therapy Session.

2.2 Cancellation by Client

(a)	If the Client cancels a Therapy Session at least 24 hours before the scheduled start of the session, the Client will be offered the following options: (i) a full refund of the amount paid by the Client for the cancelled Therapy Session; or (ii) a credit for the full amount paid by the Client for the cancelled Therapy Session, which the Client may use in payment for a replacement Therapy Session with the same or any other Consultant. The replacement Therapy Session must be held within 12 months of the cancelled Therapy Session.
(b)	If the Client elects to receive a credit for the cancelled Therapy Session and makes an appointment for a replacement Therapy Session, the Client acknowledges that, if the credit received by the Client is not sufficient to pay for the Consultant Fee for the replacement Therapy Session, the Client must pay the difference (even if the replacement Therapy Session is with the same Consultant who was nominated for the cancelled Therapy Session).
(c)	If the Client cancels a Therapy Session less than 24 hours before the scheduled start of the session, the full amount paid by the Client for that Therapy Session will be forfeited.

3. No-Shows

3.1 Meaning of "no-show"

In this section 3, a "no-show" occurs where the relevant participant does not enter the chat room in which the appointed Therapy Session is to be held, within 15 minutes of the scheduled start time of the Therapy Session.

3.2 No-show by Consultant

(a)

If there is a "no-show" by the Consultant, and the Consultant has not cancelled the Therapy Session: (i) the Client will be offered the following options: (A) a full refund of the amount paid by the Client for the appointed Therapy Session; or (B) a credit for the full amount paid by the Client for the appointed Therapy Session, which the Client may use in payment for a replacement Therapy Session with the same or any other Consultant. The replacement Therapy Session must be held within 12 months of the Therapy Session for which the credit has been received; and (ii) without affecting any rights at law MyPsych.com may have against the Consultant, clauses 4.4(b) and 7.2(c) of the terms and conditions of the Services Agreement between MyPsych.com and the Consultant will apply.

(b)

If the Client elects to receive a credit under paragraph 3.2(a)(i)(B) and makes an appointment for a replacement Therapy Session with the same Consultant who was nominated by the Client for the initial Therapy Session, the Consultant must not charge a Consultant Fee for the replacement Therapy Session which is greater than the credit received by the Client for the initial Therapy Session.

3.3 No-show by Client

(a)

If there is a "no-show' by the Client, and the Client has not cancelled the Therapy Session: (i) the full amount paid by the Client for that Therapy Session will be forfeited, unless MyPsych.com determines in its absolute discretion to offer a credit for the full or part of the amount paid by the Client for that Therapy Session, which the Client may use in payment for a replacement Therapy Session with the same or any other Consultant. The replacement Therapy Session must be held within 12 months of the Therapy Session for which the credit has been received; and (ii) the Consultant acknowledges that clause 4.4(a) of the terms and conditions of the Services Agreement between MyPsych.com and the Consultant will apply.

(b)

If MyPsych.com provides a credit under paragraph 3.3(a)(i), the Client acknowledges that if the credit received by the Client is not sufficient to pay the Consultant Fee for the replacement Therapy Session, the Client must pay the difference (even if the replacement Therapy Session is with the same Consultant who was nominated for the initial Therapy Session).

3.4 No-show by both Consultant and Client

If there is a "no-show" by both the Consultant and the Client, and neither of them has cancelled the Therapy Session:

(a)	the full amount paid by the Client for that Therapy Session will be forfeited; and
(b)	without affecting any rights at law MyPsych.com may have against the Consultant, clauses 4.4(b) and 7.2(c) of the terms and conditions of the Services Agreement between MyPsych.com and the Consultant will apply.

4. Incomplete Session

4.1 Incomplete session due to matters not within the reasonable control of Consultant or Client

(a)

If a Therapy Session has commenced and the session is interrupted or cannot be completed due to technology failure or for any other reason which is not within the reasonable control of the Consultant or the Client (as determined by MyPsych.com), and: (i) where it is determined by MyPsych.com that at least 50% of the 50 minutes scheduled for that session has elapsed, the Therapy Session will be deemed to have run for its full session and: (A) the Client will not be entitled to a refund of any part of the Consultant Fee paid for that Therapy Session; and (B) the Consultant acknowledges that MyPsych.com is entitled to charge the Consultant the MyPsych.com Fees and MyPsych.com will pay to the Consultant the Deducted Fees in accordance with clauses 4.2 and 4.3 of the Services Agreement between MyPsych.com and the Consultant, on the basis of the full amount of the Consultant Fee; or (ii) where it is determined by MyPsych.com that less than 50% of the 50 minutes scheduled for that session has elapsed, the Client will be entitled to reschedule a full 50-minute or part thereof (at the discretion of the Consultant) replacement Therapy Session with the same Consultant at no additional charge, provided that the rescheduled Therapy Session is held within 7 days of the date of the initial Therapy Session.

4.2 Incomplete session due to matters within the reasonable control of Consultant

If a Therapy Session has commenced and the session is interrupted or cannot be completed due to any reason within the reasonable control of the Consultant (as determined by MyPsych.com), and:

(a)	where it is determined by MyPsych.com that at least 50% of the 50 minutes scheduled for that session has elapsed, the Therapy Session will be deemed to have run for its full session, and paragraph 4.1(a)(i) will apply; or
(b)	where it is determined by MyPsych.com that less than 50% of the 50 minutes scheduled for that session has elapsed, it will be deemed that there is a "no-show" by the Consultant and paragraph 3.2 will apply.

4.3 Incomplete session due to matters within the reasonable control of Client

If a Therapy Session has commenced and the session is interrupted or cannot be completed due to any reason within the reasonable control of the Client (as determined by MyPsych.com), and:

(a)	where it is determined by MyPsych.com that at least 50% of the 50 minutes scheduled for that session has elapsed, the Therapy Session will be deemed to have run for its full session, and paragraph 4.1(a)(i) will apply; or
(b)	where it is determined by MyPsych.com that less than 50% of the 50 minutes scheduled for that session has elapsed, it will be deemed that there is a "no-show" by the Client and paragraph 3.3 will apply.

4.4 Determination by MyPsych.com

In each of the above cases, both the Consultant and the Client should email a report setting out the duration of the incomplete session and reasons why the Therapy Session was interrupted or could not be completed, to MyPsych.com at admin@MyPsych.com within 24 hours after the commencement of the incomplete session. These reports will be used to assist MyPsych.com in determining the reason for the Therapy Session not running its full session and the duration of the incomplete session. MyPsych.com's determination will be final and binding on both the Client and the Consultant.

5. Defined terms

In this Policy, the following definitions apply unless the context requires otherwise:

Client means a person who has registered with MyPsych.com to receive psychological services.

Consultant means a person who has entered into a Services Agreement with MyPsych.com to provide psychological services to Clients.

Consultant Fee means the fee charged by the Consultant for each Therapy Session.

Deducted Fee has the meaning given to that term in the Services Agreement between MyPsych.com and the Consultant.

MyPsych.com means Psychology Onsite Pty Limited (ACN 129 879 563).

MyPsych.com Fee has the meaning give to that term in the Services Agreement between MyPsych.com and the Consultant.

Therapy Session means each 50-minute on-line therapy session between the Client and the Consultant in which the Consultant provides psychological services.