Terms & Conditions
These Terms & Conditions (“Terms”) outline the rights and responsibilities of clients engaging with Kin Clinic (“the clinic”, “we”, “our”, “us”) for psychological and mental health services. By booking, attending, or participating in services at Kin Clinic, you acknowledge that you have read, understood, and agree to these Terms.
1. Nature of Services
Kin Clinic provides mental health services including assessment, therapy, and therapy delivered by registered and appropriately qualified practitioners.
All services are delivered in accordance with:
- Relevant professional codes of ethics
- National and state mental health legislation.
Kin Clinic is not a crisis service.
In an emergency, call 000 or Lifeline (13 11 14).
2. Appointments & Cancellations
2.1 Booking
Appointments can be made by contacting us or via our online booking system (if available).
2.2 Cancellation Policy
To maintain fair access to appointments:
- 48 hours’ notice is required to cancel or reschedule,
- Cancellations with less than 2 business days (48 business hours) notice incur a late cancellation fee of 350AUD for Psychiatry & 300 AUD for Psychology. You must call to let us know you are cancelling.
- “No-show” appointments are charged at the full session fee.
- Late fees are not eligible for Medicare rebates.
- In exceptional circumstances, cancellation fees may be waived at our discretion such as whereby clients can show evidence of an emergency which prevented their attendance (such as a hospital record).
2.3 Late Arrival
Sessions will conclude at the scheduled time even if you arrive late, and full fees apply.
3. Fees & Payment
3.1 Fees
Session fees are provided prior to booking and may vary by practitioner and service type.
3.2 Payment Requirements
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Full payment is required 7 days before the appointment unless a payment plan is arranged.
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Payment will be taken from the provided card 7 days prior unless otherwise agreed.
- Medicare rebate processing can be completed after full payment is received (for eligible clients) after the service has been provided.
3.3 Unpaid Accounts
Where accounts remain unpaid, Kin Clinic may refer debts to external collection services. Any associated fees may be added to your account.
4. Medicare & Private Health Rebates
To claim Medicare rebates, you must provide:
- A valid Mental Health Treatment Plan (MHTP) if relevant for psychological services.
- A current referral from your GP, psychiatrist, or paediatrician.
It is your responsibility to ensure that your referral is current and that you have Medicare-eligible sessions remaining.
Private health rebates depend on your insurer and level of cover. Clients are responsible for confirming eligibility.
5. Confidentiality
Confidential Information
All personal and clinical information collected by Kin Clinic is confidential and stored securely. We will not disclose information without your consent except where permitted or required by best practice or Please see our privacy policy for further information.
6. Clinical Records
Clinical notes and personal information are stored securely in accordance with the Australian Privacy Principles.
7. Communication
7.1 Email & SMS
Kin Clinic uses email and SMS for appointment reminders and administrative communication.
These channels are not suitable for therapeutic support or crisis communication.
7.2 Response Times
We endeavour to respond to administrative queries within 3 business days. Our clinicians do not provide support outside scheduled sessions.
8. Telehealth Services
Telehealth may be provided via secure video or telephone platforms.
By attending telehealth sessions, you agree to:
- Ensure privacy at your location,
- Maintain appropriate technology and internet access,
- Provide your physical location and emergency contact if required at each session.
Telehealth sessions are subject to the same fees, cancellation rules, and confidentiality conditions as in-person services.
9. Practitioner Availability & Continuity of Care
Practitioners at Kin Clinic are independent practitioners and may take leave, change schedules, or cease practising. Kin Clinic will endeavour to suggest alternative care providers in these circumstances.
10. Behaviour & Safety
Kin Clinic is committed to a safe, respectful environment for clients and staff. Aggressive, abusive, discriminatory, or otherwise inappropriate behaviour may result in termination of services.
11. Feedback & Complaints
We welcome feedback at any time.
If you have concerns, please contact the clinic at pm@kinclinic.com.au
12. Acceptance of Terms
By booking, attending, or engaging in services at Kin Clinic, you confirm that you:
- Understand and accept these Terms & Conditions,
- Provide consent for assessment and/or treatment,
- Acknowledge the collection and handling of your personal information in accordance with our Privacy Policy.
