Terms & Conditions
Nature of service
VIDA Telehealth Psychology (“VIDA”) provides psychological services however is not an emergency service or a substitute for in person care. In the event of an emergency, please call 000.
Appointments
I understand that the benefits of telehealth/video conferencing therapy sessions can include:
Continued access to my psychologist.
Continued therapeutic support as part of my treatment plan.
Avoiding the need for me to travel to my psychologist.
I also understand that there are potential risks and downsides of telehealth/video conferencing therapy sessions and that these can include:
Telehealth/video conferencing may not feel the same as face-to-face sessions.
Technical problems could affect the video/sound quality or connection, which may disrupt the session in some ways.
Although my psychologist chooses video conferencing software, which has end-to-end encryption and high-security standards, there is still a small risk of hacking or others tapping into the video connection.
I understand that my psychologist is taking the necessary precautions to ensure confidentiality, including:
Ensuring the privacy of the telehealth session is upheld in the same way an in-person session would be, by choosing a private location or using headphones.
VIDA is a primarily telehealth service and typically uses video software for services. We use Coviu as our telehealth provider. Their privacy policy can be found here: www.coviu.com/en-au/privacy-policy. Telephone can also be used by request.
We may use artificial intelligence and machine learning technologies (AI technologies) provided by third parties for transcription and summarisation services in our operations and provision of services. We will only use AI technologies when legally permitted.
When booking an appointment with VIDA, you are required to provide your payment card details. These details are required to ensure that VIDA is able to process payments in a timely manner. No payment will be taken from your payment card at the time of booking. Upon completion of your appointment, your payment card will be charged the price of the appointment. If an appointment has been cancelled or re-scheduled by you within 24 hours of the appointment time, or if you do not attend your appointment with no notice provided, your payment card will be charged a $55 cancellation or non-attendance fee.
Your payment card data will be received and held securely in Halaxy’s client portal. For further information on Halaxy’s data security, please visit: https://www.halaxy.com/article/security
By scheduling an appointment with VIDA, you agree to these terms and conditions.
Billing and Payments
The price of all services provided by VIDA are reasonably determined by the business and may be adjusted at the discretion of VIDA as deemed necessary. VIDA will take reasonable steps to ensure that all clients are notified of any changes to the price of services.
Payment for the services provided to you by VIDA will be taken from the direct debit/credit card information provided to us, or via issue of an invoice. Payments made by direct debit/ credit card will be taken upon completion of a given appointment. Payment via bank transfer will be required no later than 24 hours prior to the appointment.
By booking an appointment with VIDA, and providing your payment card information, you consent to VIDA charging the provided payment card following completion of the scheduled appointment or to process a cancellation or non-attendance fee.
Cancellations
If an appointment is cancelled or re-scheduled within 24 hours of the appointment time a cancellation fee of $55 will be charged via the nominated payment method. If the client does not attend a scheduled appointment and has not notified VIDA at least 24 hours prior to the appointment, they will be charged a cancellation or non-attendance fee of $55 via the nominated payment method.
Changes or cancellation of appointments provided more than 24 hours prior to the appointment time will not incur a cancellation fee. If a fee has been paid prior to the appointment and a cancellation is made with more than 24 hours notice, a refund will be provided.
Changes to appointment times may be adjusted by VIDA at our discretion. If a changed appointment time is not suitable for the client, no cancellation fee will be charged.
VIDA may make changes to cancellation fees and times at their discretion and will take reasonable steps to inform clients.
You agree to indemnify and keep indemnified VIDA and all of its associated service providers against all claims, loss, damage, injury, objections or litigation arising from cancellations made under these Terms & Conditions.
Disclosure of personal information
If information about you is required from another person, such as a parent or partner, this will be discussed with you beforehand, and your permission will be sought. Please note that we will not engage with you in public or online in a way that will identify you as a client. This is to protect your privacy and due to the requirements to uphold professional boundaries. Please personally contact your psychologist to engage with them rather than approach them on social media or in public forums. All personal information gathered by the psychologist during the provision of psychological service will remain confidential and secure except when:
A court subpoena or other disclosure is required or authorised by law
Your consent cannot be gained due to a requirement to get you emergency services during a medical crisis
If there is unauthorised access to data held by the clinic some limited information may need to be shared with the Office of the Information Ombudsman.
Failure to disclose the information would place you or another person at risk of harm
Given your prior approval or consent of a parent or guardian who is legally authorised to act on your behalf to provide a written report to another professional or agency or discuss information with another person, e.g., parent or employer
You have provided your consent to share your information for a specific reason and purpose.
You would reasonably expect your personal information to be disclosed to another professional or agency, and disclosure is directly related to the primary purpose for which it was collected, such as to inform your GP of treatment and progress, to claim Medicare rebates on your behalf etc.
Clinical consultation with another professional is required to provide better services. If this occurs, identifying details will remain confidential.
If, during your treatment, the psychologist becomes aware of a risk to someone's life, health, or well-being, the psychologist is required to report the matter to the appropriate agencies.
Government Rebates
We will take reasonable steps to ensure that Government or Medicare rebates are applied and submitted when relevant. This is predicated on the client providing accurate personal information and Medicare referral information so the rebates can be processed in a timely manner. In order to be eligible for a Medicare rebate, you will require a valid referral from a General Practitioner. If you need further information, please refer to the Medicare website to determine your eligibility.
We make no warranties and provide no guarantees as to the accuracy, timing or success of any rebate applications. By agreeing to these Terms and Conditions you are hereby indemnifying VIDA and its officers, employees and contractors against all loss, damage, injury, claims and objections arising from application of Government or Medicare rebates.
Any bulk-billed consultations will occur at the discretion of VIDA and cancellation and non-attendance fees will still apply in the event of a cancellation within 24 hours of the appointment time.
Privacy
By agreeing to these Terms & Conditions, you are also agreeing to the terms of our Privacy Policy which can be found here.
Third Party Content
The Services provided by VIDA may expose you to content, websites, products and services created or provided by parties other than VIDA ("third-party content"). VIDA does not review, endorse or assume any responsibility for third-party content and shall have no liability to you for access to or use of third-party content. By agreeing to these terms and conditions you agree to indemnify VIDA and its officers, employees and contractors against any damage or loss caused by any third-party content.
Limitation of Liability
Psychologists at VIDA will endeavour to provide a satisfactory service to you. However, engaging in psychological treatment is often complex and alleviation of symptoms depends on numerous factors, many of which are outside of the control of VIDA psychologists. Therefore, VIDA provides no guarantees or warranties regarding the outcomes of psychological treatment. By engaging with VIDA, you hereby release VIDA and agree to hold VIDA harmless from any and all causes of action and claims of any nature that may result from any services received from VIDA via telehealth video conferencing, phone or through the website, including but not limited to any act, advice, omission, opinion, response, suggestion, information and/or service of any service provider and/or any other content or information accessible via VIDA services.
You understand, agree and acknowledge to indemnify and keep indemnified VIDA and its associated directors, officers, employees and contractors against any indirect, incidental, consequential, special, punitive or exemplary damages.
Your Commitments
You hereby confirm that you are legally able to consent to receive services through VIDA, or have the consent of a parent or guardian.
You confirm and agree to only use payment methods including debit/credit cards which you are fully authorised to use, and that all payment-related information you provide to us is accurate and up to date.
Nature of the Agreement
This Agreement and our relationship with you shall be governed solely by the laws of Australia. You agree that any action or proceeding arising out of this Agreement shall be addressed under Australian law.
This Agreement constitutes the entire agreement between VIDA and yourself.