Terms & Cancellation Policy | CS Clinical PsychServices

In these Terms, when we say you or your, we mean both you and any entity you are authorised to represent (such as your employer). When we say we, us or our, we mean CS Clinical PsychServices Pty Ltd t/a Dr Carol Snellgrove (ACN 644 617 550). We and you are each a Party to these Terms, and together, the Parties.

These Terms form our contract with you and set out our obligations as a service provider and your obligations as a client. By engaging our Services, you agree to the following Terms. Please read them carefully. If you do not agree, you cannot use our Services.

Some capitalised words in these Terms have defined meanings, and each time that word is used in these Terms it has the same meaning. You can find a list of the defined words and their meaning at the end of these Terms.

For questions about these Terms, or to get in touch with us, please email: csclinicalpsychservices@outlook.com. Our address for notices under these Terms is Unit 12, 154 Fullarton Road, Rose Park SA 5067, and csclinicalpsychservices@outlook.com.

These Terms were last updated on [date to be set on publication].

Our disclosures

Please read these Terms carefully before you accept. We draw your attention to:

our privacy policy (on our website) which sets out how we will handle your personal information;
clause 14.2 (Cancellations) and our Cancellation and Missed Appointment Policy at the end of these Terms, which set out the notice we require to cancel or reschedule an appointment, and the fee payable if you cancel late or do not attend;
our Services do not include crisis or emergency services (if you require immediate assistance, contact emergency services (000), the Mental Health Triage Service (13 14 65) or Lifeline (13 11 14));
clause 3 (Physical Contact), which sets out the limited circumstances in which physical contact may occur during a session and your right to refuse or withdraw consent to it;
clause 6 (Children and Young People), which applies where the client is under 18 and sets out who may consent, what we need to know about family and court arrangements, the child's own confidentiality, and the limits of our role;
clause 11 (AI-Assisted Note-Taking), which sets out how we may use AI-assisted note-taking tools, and which will only apply to you if you give separate written consent;
clause 12 (Professional Supervision and Peer Consultation), which sets out how your information may be discussed in clinical supervision;
clause 13 (Practice Administration and Support Services), which sets out how One Body Mind Pty Ltd handles your information on our behalf for reception, billing and Medicare claiming;
clause 15 (Confidentiality and Privacy), which sets out how we keep information about you confidential and the circumstances in which we may use or disclose it; and
clause 17 (Liability), which sets out exclusions and limitations to our liability under these Terms.

These Terms do not intend to limit your rights and remedies at Law, including any of your Consumer Law Rights.

1. Engagement and Term

1.1 These Terms apply from the Commencement Date until the date that is the earlier of:

(a) the date the Services are completed (as reasonably determined by us); or

(b) the date on which these Terms are terminated (Term).

2. Services

2.1 Services means the mental healthcare services provided or to be provided by us to you, including but not limited to psychological therapy and psychological services, counselling, consultations, assessments, reports, treatments, procedures, and any other healthcare-related services as agreed between us from time to time.

2.2 In consideration of your payment of the Fees, we will provide the Services in accordance with these Terms, whether ourselves or through our Personnel.

2.3 The Services will be provided by practitioners who hold the qualifications, registrations, accreditations and professional memberships appropriate to the Services they deliver, and each practitioner will work within their individual scope of practice. Where a Service may only be delivered by a practitioner holding a particular registration or endorsement, we will only deliver that Service through a practitioner who holds it.

2.4 We may not provide Services in the following circumstances:

(a) if you are in an emergency situation requiring immediate assistance;

(b) if you are intoxicated by alcohol or drugs during a session;

(c) if you are suicidal or at risk of harming yourself or others, we may require you to have local mental health support in place; or

(d) if you reside outside Australia, due to registration and insurance restrictions. Please contact us to discuss eligibility on a case-by-case basis.

3. Physical Contact

3.1 Physical contact between a practitioner and a client is uncommon in the course of the Services and does not occur as a matter of routine.

3.2 Physical contact will only occur where:

(a) it is clinically indicated and supported by an evidence base;

(b) it has been discussed with you in advance, including its purpose, its nature and how it will be used in your treatment;

(d) it is consistent with our professional, ethical and legal obligations.

3.3 Clinical purposes for which physical contact may be proposed include grounding and stabilisation techniques, movement-based interventions, and support with emotional regulation.

3.4 You may refuse physical contact, or withdraw your consent to it, at any time and without giving reasons. Doing so will not affect the quality of the Services provided to you, or your continued access to them.

3.5 A withdrawal of consent under clause 3.4 takes effect immediately upon you communicating it to us, whether in writing or verbally.

3.6 Nothing in this clause authorises, or may be relied on to authorise, physical contact of a sexual nature or any physical contact that is otherwise unlawful or contrary to our professional obligations.

4. Your Rights

4.1 It is your right as a client to be:

(a) treated in a safe environment that meets the necessary professional standards;

(b) treated with respect, dignity and courtesy, and without discrimination, including on the basis of culture, gender, race, colour, religion, nationality, age and ability;

(d) informed of the costs associated with the Services.

4.2 You have the right to give, refuse or withdraw your consent to physical contact under clause 3, and to the use of AI-assisted note-taking under clause 11, at any time and without your care being affected. You may also withdraw the consents given under clauses 9 and 10 by notifying us in writing.

4.3 If you have a concern or complaint about the Services or about us as your service provider, you should:

(a) in the first instance, discuss your concerns or provide feedback directly to us; and

(b) if you are not satisfied with our response, you may refer the matter to the Australian Health Practitioner Regulation Agency (AHPRA).

4.4 We are committed to addressing all complaints promptly and fairly. We will make reasonable efforts to resolve any issues raised and to improve our Services based on feedback received.

4.5 Nothing in these Terms limits your right to make a complaint to any regulatory, professional or health complaints body that has jurisdiction over the Services or over the practitioner providing them.

4.6 You have the right to terminate the Services at any time. Where your attendance (or a Child's attendance) is mandated by a court, attendance is governed by the court order and cannot be unilaterally terminated by you. Termination of these Terms is dealt with separately in clause 18.

5. Your Obligations

5.1 You agree to (and to the extent applicable, ensure that your Personnel agree to):

(a) comply with these Terms, all applicable Laws, and our reasonable requests;

(b) if you are under 18 or lack decision-making capacity, ensure that consent is provided in accordance with clause 6 by a person with parental responsibility, a guardian or an authorised representative;

(c) provide accurate information about your mental health history, medical conditions, and any relevant circumstances to ensure safe and effective service delivery; and

(d) provide a valid Mental Health Treatment Plan or referral from a GP, psychiatrist, or paediatrician, which is required to claim Medicare rebates under the Better Access initiative.

6. Children and Young People

6.1 This clause applies where the client receiving the Services is a Child. It prevails over any inconsistent provision of these Terms.

6.2 Consent to a Child's treatment must be given by a person with Parental Responsibility for the Child, unless the Child may lawfully consent for themselves. A person aged 16 or over may consent to their own treatment. A Child under 16 may consent for themselves only in the limited circumstances permitted by the Consent to Medical Treatment and Palliative Care Act 1995 (SA), as assessed by us.

6.3 The person who signs for a Child warrants that:

(a) they have Parental Responsibility for the Child, or are otherwise lawfully entitled to consent to the Child's treatment;

(b) they are not aware of any court order, parenting order or agreement that restricts their authority to consent to the Child's treatment; and

6.4 You must tell us before the first appointment if the Child's parents are separated, if there are or have been any parenting orders or family-law proceedings concerning the Child, or if any person's contact with the Child is restricted, and you must give us a copy of any relevant orders. You must tell us promptly if any of this changes during the engagement.

6.5 Where a Child's parents are separated, we may require the written consent of each person with Parental Responsibility before starting or continuing non-urgent treatment, and we may suspend the Services while any dispute about consent to treatment is resolved. We may inform the other parent of the engagement where we consider it appropriate and safe to do so.

6.6 We owe the Child confidentiality in their own right. Information about the Child's treatment, and access to the Child's records, may be limited — including to a parent — where the Child has the capacity to decide for themselves, where we consider limitation to be in the Child's best interests, or where disclosure would create risk. Nothing in this clause limits clause 7 (Mandatory Reporting) or any disclosure required by Law, including under subpoena.

6.7 Our role with a Child client is therapeutic, not forensic. We do not provide reports, letters or recommendations about parenting arrangements, custody or a parent's conduct for use in family-law or other proceedings, except as required by Law. If records are subpoenaed or a report is required by Law, our reasonable fees for the work involved are payable by the person who signed for the Child.

6.8 The person who signs these Terms for a Child is responsible for the Fees, regardless of any arrangement between parents about sharing costs.

6.9 A Child must be accompanied to the premises by a responsible adult, and that adult must supervise the Child, and any other children they bring, at all times in the waiting areas, playroom and other common areas. Neither we nor the Practice Services Provider (clause 13) provides childcare or supervision outside the treatment session itself.

7. Mandatory Reporting

7.1 You acknowledge that we may be required by Law to disclose certain information, particularly if we believe there is a risk of harm to yourself or others, or in cases of suspected child abuse or neglect.

8. Mental Health Care Plans

8.1 If you are referred under a Mental Health Care Plan, you acknowledge that we are required to provide reports to your referring doctor as per Medicare requirements.

8.2 You must provide a copy of your Mental Health Care Plan to us before your first appointment. It is your responsibility to ensure that we have a current Mental Health Care Plan. Failure to ensure that you have a current Mental Health Care Plan at the time of your appointment will result in you not being eligible for a rebate for that particular Service.

9. Medicare Claims and Records Consent

9.1 Where you have given your consent in our client consent form, you authorise us and our designated third-party service providers to:

(a) submit claims to Medicare on your behalf for eligible Services provided to you;

(b) access your Medicare claims history and other relevant Medicare records for the purpose of providing and managing your healthcare;

(d) communicate with Medicare regarding your claims and eligibility for services.

9.2 You acknowledge that this consent extends to any third-party service provider we engage to assist with Medicare claiming and related administrative tasks. We will ensure that any such third party adheres to all relevant privacy and confidentiality obligations.

9.3 This consent remains valid for the duration of your treatment with us unless you withdraw it in writing. You may withdraw this consent at any time but understand that doing so may affect our ability to claim Medicare rebates on your behalf and may impact our administrative processes.

10. Consent for Third-Party Information Access

10.1 Where you have given your consent in our client consent form, you authorise us to:

(a) obtain your personal and health information from third parties, including but not limited to other healthcare providers, hospitals, diagnostic services, and health insurers;

(b) disclose your personal and health information to third parties where necessary for the provision of our Services or for the management of your healthcare; and

10.2 We will only obtain or disclose information under clause 10.1 to the extent reasonably necessary for the provision or management of your healthcare, and in accordance with clause 15 and the Privacy Laws.

10.3 You may withdraw or limit this consent at any time by notifying us in writing. A withdrawal takes effect when we receive it and does not affect anything already done in reliance on the consent. We will tell you if a withdrawal or limitation is likely to affect our ability to provide or coordinate the Services.

10.4 This clause does not limit clause 7 (Mandatory Reporting) or any other disclosure we are required or authorised to make by Law.

11. AI-Assisted Note-Taking

11.1 We may use automated, AI-assisted note-taking tools (AI Note-Taking Tools) during a session to produce a written summary of the session for your clinical record. The purpose of using these tools is to allow your practitioner to remain fully present with you during the session rather than taking manual notes.

11.2 We will only use an AI Note-Taking Tool in your session where you have given your prior express written consent to its use. That consent is given separately from these Terms, in the client consent form we provide to you, and is not implied by your acceptance of these Terms.

11.3 Where you consent to the use of an AI Note-Taking Tool, you acknowledge and agree that:

(a) audio of the session is processed in real time to generate a transcript and a written summary;

(b) only the AI-generated summary, once reviewed and where necessary corrected by your practitioner, is retained in your clinical record;

(c) the audio recording and the transcript are not retained by us or by the tool once the summary has been generated; and

(d) your practitioner remains professionally responsible for the accuracy and content of your clinical record.

11.4 We will take reasonable steps to ensure that any AI Note-Taking Tool we use:

(a) handles Personal Information in accordance with the Australian Privacy Principles and the Privacy Act 1988 (Cth), and supports our record-keeping obligations under applicable professional standards;

(b) applies industry-standard encryption and security controls to information in transit and at rest;

(c) stores and processes data on secure servers located in Australia, and where any data is stored or processed outside Australia, we will tell you this before we ask for your consent; and

(d) does not use your information to train artificial intelligence models.

11.5 You may withdraw your consent to the use of an AI Note-Taking Tool at any time, without giving reasons and without any effect on the Services provided to you. A withdrawal takes effect immediately upon you communicating it to us, and we will use manual note-taking methods from that point.

11.6 Withdrawing your consent does not require us to alter or delete clinical records already created, which we are required to make and retain under applicable Laws and professional standards.

11.7 We will not use an AI Note-Taking Tool to record, retain or use audio of a session for any purpose other than as described in this clause.

12. Professional Supervision and Peer Consultation

12.1 Our practitioners participate in regular professional supervision, peer consultation and case review. These are requirements of professional registration and membership, and are a normal part of safe and accountable clinical practice.

12.2 You acknowledge that information about your treatment may be discussed in supervision, peer consultation or case review. We will use de-identified information for this purpose wherever it is practicable to do so.

12.3 Where de-identification is not practicable, we will disclose only the information reasonably necessary for the purpose of the supervision or consultation.

12.4 All supervisors, peer consultants and other participants in these discussions are bound by confidentiality obligations equivalent to those owed to you by your treating practitioner.

12.5 Supervision and peer consultation do not create a therapeutic or professional relationship between you and the supervisor or consultant, and they remain independent of your treating practitioner.

12.6 Nothing in this clause limits clause 7 (Mandatory Reporting) or our obligations under the Privacy Laws.

13. Practice Administration and Support Services

13.1 We provide the Services from premises operated by One Body Mind Pty Ltd (ACN 682 839 372) (Practice Services Provider), which supplies us with reception, administrative, practice management software, fee collection and Medicare claim management services. We practise independently. The Practice Services Provider does not provide health services to you, does not direct or influence our clinical judgement, and has no role in your assessment or treatment.

13.2 So that those services can be provided, your Personal Information is handled by the Practice Services Provider and its personnel on our behalf and at our direction. The information involved includes your name and contact details, your appointment times, your Medicare and payment details, your invoices and account history, and the clinical records held in the practice management system.

13.3 The Practice Services Provider acts as our agent for the purposes of:

(a) receiving and managing your bookings and enquiries, including at reception;

(b) issuing invoices and collecting the Fees payable by you;

(d) submitting and managing Medicare claims on our behalf, currently through Tyro Eftpos and Tyro Health Online.

13.4 The Practice Services Provider and its personnel are bound by confidentiality obligations owed to us under our agreement with them. They must handle your Personal Information in accordance with the Privacy Laws, must use it only for the purpose of providing those administrative services, and must not use it for their own purposes.

13.5 Your clinical records remain under our control and our professional responsibility. Copies are stored electronically within the practice management system operated by the Practice Services Provider, for the sole purpose of enabling those administrative services to be provided to us.

13.6 Payments and Medicare claims are processed through third-party platforms. Those platforms handle your payment and Medicare information under their own privacy, security and regulatory obligations. If we change the Practice Services Provider or the platforms we use, we will update these Terms and our Privacy Policy.

13.7 If you have a concern about how your information is handled in connection with these administrative services, please raise it with us in the first instance under clause 4.3.

14. Fees and Payment

14.1 In consideration for us providing the Services, you agree to pay all amounts due under these Terms in accordance with the Payment Terms.

14.2 Cancellations: Our Cancellation and Missed Appointment Policy, set out at the end of these Terms, is our cancellation policy and forms part of these Terms. In summary, no cancellation fee applies where you give at least 48 hours' notice to cancel or reschedule an appointment; a fee of 50% of the standard consultation fee applies where you give between 24 and 48 hours' notice; and the full consultation fee applies where you give less than 24 hours' notice or do not attend. All cancellations must be communicated by phone, email, or through our online booking system. Exemptions may apply in genuine emergencies, as set out in that policy. If anything in these Terms is inconsistent with that policy, the policy applies.

14.3 If any payment has not been made in accordance with the Payment Terms, we may (at our absolute discretion, and without prejudice to any of our rights or remedies under these Terms or at Law):

(a) after a period of 5 Business Days from the relevant due date, cease providing the Services, and recover, as a debt due and immediately payable from you, our reasonable additional costs of doing so (including all recovery costs); and/or

(b) charge interest at a rate equal to the Reserve Bank of Australia's cash rate, from time to time, plus 2% per annum, calculated daily and compounding monthly, on any such amounts unpaid after the relevant due date in accordance with the Payment Terms.

14.4 When applicable, GST payable will be clearly shown on our invoices. You agree to pay us an amount equivalent to the GST imposed on these charges. "GST" has the meaning given in A New Tax System (Goods and Services Tax) Act 1999 (Cth).

15. Confidentiality and Privacy

15.1 We will keep information about you, your treatment and the fact of your engagement with us confidential, and we will not use or disclose it except as permitted by this clause or as required or authorised by Law.

15.2 We will collect, hold, use and disclose your Personal Information in accordance with the Australian Privacy Principles set out in the Privacy Act 1988 (Cth), any other applicable laws relating to privacy (Privacy Laws), and our Privacy Policy, which is available on our website and on request.

15.3 We will only use or disclose your Personal Information:

(a) for the purpose of providing and managing the Services;

(b) where you have consented, including under clauses 9, 10, 11, 12 and 13;

(d) as otherwise permitted under the Privacy Laws.

15.4 We will take reasonable steps to protect your Personal Information from misuse, interference and loss, and from unauthorised access, modification or disclosure, and to ensure that any of our Personnel or contractors who handle it are bound by equivalent obligations.

15.5 We will make and retain clinical records in accordance with applicable Laws and professional standards. You may request access to, or correction of, your Personal Information in accordance with the Privacy Laws and our Privacy Policy.

15.6 Where you provide us with Personal Information about another individual (for example a family member, an emergency contact, or a child in your care), you must ensure that:

(a) you are authorised by the Privacy Laws to collect that Personal Information and to disclose it to us in the manner contemplated by these Terms; and

(b) you have informed the individual to whom the Personal Information relates that their Personal Information will be disclosed to us, and how we will handle it.

15.7 This clause 15 will survive the termination or expiry of these Terms.

16. Australian Consumer Law

16.1 Certain legislation, including the Australian Consumer Law, and similar consumer protection laws and regulations, may confer you with rights, warranties, guarantees and remedies relating to the supply of the Services by us to you which cannot be excluded, restricted or modified (Consumer Law Rights). To the extent that you maintain Consumer Law Rights at Law, nothing in these Terms excludes those Consumer Law Rights.

16.2 Subject to your Consumer Law Rights, we provide all material, work and services (including the Services) to you without conditions or warranties of any kind, implied or otherwise, whether in statute, at Law or on any other basis, except where expressly set out in these Terms.

16.3 This clause 16 will survive the termination or expiry of these Terms.

17. Liability

17.1 Despite anything to the contrary but subject to your Consumer Law Rights, to the maximum extent permitted by Law:

(a) neither Party will be liable for Consequential Loss;

(b) a Party's liability for any Liability under these Terms will be reduced proportionately to the extent the relevant Liability was caused or contributed to by the acts or omissions of the other Party (or any of its Personnel), including any failure by that other Party to mitigate its loss;

(c) (where our Services are not ordinarily acquired for personal, domestic or household use or consumption) in respect of any failure by us to comply with relevant Consumer Law Rights, our Liability is limited (at our discretion) to supplying the Services again or paying the cost of having the Services supplied again; and

(d) our aggregate liability for any Liability arising from or in connection with these Terms will be limited to the Fees paid by you to us in respect of the supply of the relevant Services to which the Liability relates.

17.2 This clause 17 will survive the termination or expiry of these Terms.

18. Termination

18.1 You may stop attending or receiving the Services at any time, in accordance with clause 4.6. Cancellation of individual appointments is dealt with in clause 14.2 and our Cancellation and Missed Appointment Policy.

18.2 Either Party may terminate these Terms at any time by giving 30 days' notice in writing to the other Party.

18.3 These Terms will terminate immediately upon written notice by a Party (Non-Defaulting Party) if:

(a) the other Party (Defaulting Party) breaches a material term of these Terms and that breach has not been remedied within 10 Business Days of the Defaulting Party being notified of the breach by the Non-Defaulting Party; or

(b) the Defaulting Party goes bankrupt, insolvent or is otherwise unable to pay its debts as they fall due.

18.4 Upon expiry or termination of these Terms:

(a) we will immediately cease providing the Services;

(b) without limiting and subject to your Consumer Law Rights, any payments made by you to us for Services already performed are not refundable to you;

(c) you are to pay for all Services provided prior to termination, including Services which have been provided and have not yet been invoiced to you, and all other amounts due and payable under these Terms;

(d) where these Terms are terminated by us pursuant to clause 18.3, you also agree to pay us our additional costs, reasonably incurred, and which arise directly from such termination (including recovery fees); and

(e) we may retain your documents and information (including copies) to the extent required by Law or pursuant to any information technology back-up procedure, provided that we handle your information in accordance with clause 15.

18.5 Termination of these Terms will not affect any rights or liabilities that a Party has accrued under it.

18.6 This clause 18 will survive the termination or expiry of these Terms.

19. General

19.1 Amendment: These Terms may only be amended by written instrument executed by the Parties.

19.2 Assignment: Subject to clauses 19.3 and 19.9, a Party must not assign, novate or deal with the whole or any part of its rights or obligations under these Terms without the prior written consent of the other Party (such consent is not to be unreasonably withheld).

19.3 Assignment of Debt: You agree that we may assign or transfer any debt owed by you to us, arising under or in connection with these Terms, to a debt collector, debt collection agency, or other third party.

19.4 Disputes: A Party may not commence court proceedings relating to any dispute arising from, or in connection with, these Terms (Dispute) without first meeting a representative of the other Party within 10 Business Days of notifying that other Party of the Dispute. If the Parties cannot resolve the Dispute at that meeting, either Party may refer the Dispute to mediation administered by the Australian Disputes Centre.

19.5 Governing Law: These Terms are governed by the laws of South Australia. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in South Australia and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.

19.6 Notices: Any notice given under these Terms must be in writing addressed to the addresses set out in these Terms, or the relevant address last notified by the recipient to the Parties in accordance with this clause. Any notice may be sent by standard post or email and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.

19.7 Relationship of Parties: These Terms are not intended to create a partnership, joint venture, employment or agency relationship between the Parties.

19.8 Severance: If a provision of these Terms is held to be void, invalid, illegal or unenforceable, that provision is to be read down as narrowly as necessary to allow it to be valid or enforceable, failing which, that provision (or that part of that provision) will be severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms.

19.9 Subcontracting: We may subcontract the provision of any part of the Services without your prior written consent. We agree that any subcontracting does not discharge us from any liability under these Terms and that we are liable for the acts and omissions of our subcontractor.

19.10 Waiver: Any failure or delay by a Party in exercising a power or right (either wholly or partially) in relation to these Terms does not operate as a waiver or prevent that Party from exercising that power or right or any other power or right. A waiver must be in writing and will be effective only to the extent specifically stated.

20. Definitions

In these Terms, unless the context otherwise requires, capitalised terms have the meanings given to them:

AI Note-Taking Tool: has the meaning given in clause 11.1.
Australian Consumer Law: means the Australian consumer laws set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), as amended, from time to time.
Business Day: means a day on which banks are open for general banking business in Adelaide, South Australia, excluding Saturdays, Sundays and public holidays.
Cancellation Policy: means our Cancellation and Missed Appointment Policy set out at the end of these Terms.
Child: means a person under 18 years of age.
Commencement Date: means the date that is the earlier of: (a) the date that you ask us to begin supplying the Services; or (b) the date that you make part or full payment of the Fees.
Consequential Loss: includes any consequential loss, special or indirect loss, real or anticipated loss of profit, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and/or loss or corruption of data, whether under statute, contract, equity, tort (including negligence), indemnity or otherwise. However, your obligation to pay us the Fees and any other amounts payable under these Terms will not constitute "Consequential Loss".
Consumer Law Rights: has the meaning given in clause 16.1.
Fees: means the amounts payable by you to us for the Services, as communicated to you prior to the provision of Services, displayed in our practice, listed on our website, or as otherwise agreed between us and you from time to time.
Law: means all applicable laws, regulations, codes, guidelines, policies, protocols, consents, approvals, permits and licences, and any requirements or directions given by any government or similar authority with the power to bind or impose obligations on the relevant Party in connection with these Terms or the supply of the Services.
Liability: means any expense, cost, liability, loss, damage, claim, notice, entitlement, investigation, demand, proceeding or judgment (whether under statute, contract, equity, tort (including negligence), indemnity or otherwise), howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a Party to these Terms or otherwise.
Mental Health Care Plan: means a plan developed by a general practitioner (GP), also referred to as a Mental Health Treatment Plan, which assesses a patient's mental health needs, outlines treatment goals, and provides referrals for a specified number of Medicare-subsidised sessions with mental health professionals.
Parental Responsibility: has the meaning given in the Family Law Act 1975 (Cth).
Payment Terms: means the timings for payment of the Fees and any other amounts payable under these Terms. For the avoidance of doubt, Fees fall due at the commencement of the provision of the Service by us.
Personal Information: means information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable.
Personnel: means, in respect of a Party, any of its employees, consultants, suppliers, subcontractors or agents, but in respect of you, does not include us.
Practice Services Provider: has the meaning given in clause 13.1.
Privacy Laws: has the meaning given in clause 15.2.
Services: means the mental healthcare services provided or to be provided by us to you, including but not limited to psychological therapy and psychological services, counselling, consultations, assessments, reports, treatments, procedures, and any other healthcare-related services as agreed between us from time to time.
Term: has the meaning given in clause 1.1(b).
Terms: means these terms and conditions, including the Cancellation Policy, and any documents attached to, or referred to in, each of them.

21. Interpretation

21.1 In these Terms, unless the context otherwise requires:

(a) a reference to these Terms or any other document includes the document, all schedules and all annexures as novated, amended, supplemented, varied or replaced from time to time;

(b) a reference to any legislation or law includes subordinate legislation or law and all amendments, consolidations, replacements or re-enactments from time to time;

(c) a reference to a person includes a natural person, body corporate, partnership, joint venture, association, government or statutory body;

(d) a reference to a party (including a Party) to a document includes that party's executors, administrators, successors, permitted assigns;

(e) a reference to a covenant, obligation or agreement of two or more persons binds or benefits them jointly and severally;

(f) a reference to time is to local time in Adelaide, South Australia; and

(g) a reference to $ or dollars refers to the currency of Australia from time to time.

Cancellation and missed appointment policy

At CS Clinical PsychServices, we are committed to providing consistent, high-quality psychological care to all our clients. This policy helps us maintain appointment availability for everyone who needs our services.

Notice requirements

48 hours or more notice: No cancellation fee applies when you provide at least 48 hours' (two business days) notice to cancel or reschedule your appointment.
24–48 hours' notice: A cancellation fee of 50% of the standard consultation fee applies.
Less than 24 hours' notice or non-attendance: The full consultation fee applies.

Business days are Monday to Friday, excluding public holidays. Notice given after 5pm Thursday for Monday or Tuesday appointments may be considered late notice, as there is limited opportunity to offer the appointment to another client.

Understanding our policy

When you book an appointment, your psychologist reserves that time exclusively for you. This includes time spent preparing for your session, reviewing your progress, and planning interventions tailored to your needs. Unlike brief medical appointments, 50-minute psychology sessions cannot easily be filled at short notice, which means that cancelled time is often lost entirely.

This policy helps ensure:

consistency in your therapeutic progress;
fair access to appointments for clients on our wait list; and
sustainability of the practice and our ability to continue providing quality care.

Exemptions and flexibility

We understand that genuine emergencies and unexpected circumstances occur. Exemptions may apply in cases of:

sudden illness (in line with SA Health directives, we encourage you not to attend if unwell and will offer a telehealth alternative where appropriate);
family emergencies; and
unforeseen circumstances beyond your control.

Please note: being called into work is not grounds for a late cancellation waiver. Medical appointments made during office hours should be pre-approved by your manager, and your employer is expected to honour that commitment.

Please contact us as soon as possible to discuss your situation. We will consider each case individually with understanding and flexibility.

Payment of cancellation fees

Cancellation fees are not claimable through Medicare or private health insurance.
Cancellation fees must be paid in full on the day raised.

Appointment reminders

As a courtesy, we send appointment reminders 48 hours in advance. However, the receipt or non-receipt of a reminder does not affect this policy — the responsibility for remembering and managing your appointments remains with you.

How to cancel or reschedule

Please contact us as early as possible by:

Phone: 08 7228 2319
Email: csclinicalpsychservices@outlook.com
Online: https://carolsnellgrove.bookings.pracsuite.com/

If calling outside business hours, please leave a detailed voicemail with your name, appointment date and time.

Questions or concerns

We are happy to discuss this policy with you at any time. Your commitment to your appointments supports both your therapeutic progress and our ability to serve our community effectively. If you have feedback or concerns about this policy, please speak with your psychologist or our reception team.