Terms of Service.

Last updated: 4 May 2026

Welcome to CareDirect Telehealth Pty Ltd. By accessing our website, booking a consultation, or using any of our telehealth services, you agree to be bound by these Terms of Service. Please read them carefully before using our services.

1. About our services

CareDirect Telehealth provides nurse-led, multi-disciplinary mental health care delivered via secure video and phone consultations across Australia. Our services include clinical assessment and triage, psychological therapy and counselling, counselling services, occupational therapy, lifestyle and nutrition support, and care coordination.

Our services are not a substitute for emergency care. If you are in immediate danger or experiencing a mental health crisis, please call 000 or Lifeline on 13 11 14.

2. Suitability

Our services are available to individuals aged 18 years and over who are located in Australia at the time of their consultation. By booking an appointment, you confirm that you meet these requirements.

3. Booking, cancellations and fees

Appointments can be booked through our website. By completing a booking, you agree to attend the scheduled session or provide adequate notice if you need to reschedule or cancel.

The following cancellation and missed appointment fees apply:

• Cancellations with less than 24 hours' notice: 50% of the scheduled session fee
• Missed appointments (no-shows): 100% of the scheduled session fee
• Cancellations with 24 hours' notice or more: no fee

Cancellation fees may be waived in circumstances of genuine emergency at CareDirect's discretion. If you believe a fee has been charged in error, please contact us to discuss.

We reserve the right to reschedule or cancel appointments where clinician availability changes, and will notify you as soon as practicable in such cases. No fee applies to clinician-initiated cancellations.

If you join your session late, the session runs only for the remaining booked time and cannot be extended. If you are more than 10 minutes late, we may treat the appointment as a non-attendance and charge the full session fee. We will give fair consideration to genuine emergencies.

If a session cannot go ahead because of a problem with your own device, connection or environment, the session fee remains payable.

If you believe a fee is wrong, please tell us in writing within 14 days. We will review the fee and respond within 14 days.

4. Fees and payment

Session fees are published on our website and confirmed at the time of booking. Payment is required at the time of the consultation unless otherwise agreed. Where Medicare rebates apply, we will process the claim on your behalf and you are responsible for any gap payment.

We reserve the right to update our fee schedule at any time. Any changes will be communicated before your next scheduled appointment.

5. Refunds

Refund requests are assessed on a case-by-case basis. Except as required under Australian Consumer Law, including where services are not provided with due care and skill, are not fit for purpose, or do not match their description, fees paid for completed consultations are non-refundable.

6. Medicare and rebates

Medicare rebates may be available for eligible sessions where the practitioner type, referral, care plan and MBS item requirements are met. Pathways include a GP Mental Health Treatment Plan (MHTP), Chronic Disease Management (CDM) referral or Eating Disorder Management Plan, depending on the service. Some services are private and do not attract a Medicare rebate. It is your responsibility to obtain and maintain a current referral. CareDirect does not guarantee Medicare rebate eligibility and is not responsible for rejected claims.

Where you access services under Medicare, your clinician may be required to provide clinical correspondence or progress reports to the referring practitioner.

7. Telehealth consultations

All consultations are conducted via secure, encrypted video or phone technology. You are responsible for ensuring you have a reliable internet connection, a private space, and a suitable device for your appointment. We are not liable for disruptions caused by your technology or internet connection.

By participating in a telehealth consultation, you consent to receiving health services via electronic communication and acknowledge the inherent limitations of remote consultations.

8. Clinical care and consent

All clinical services are provided by qualified health professionals in accordance with their relevant professional standards and codes of conduct. Our team includes AHPRA-registered practitioners, AASW-accredited social workers, credentialled mental health nurses, and qualified counsellors with relevant professional membership. Your clinician will obtain informed consent before commencing treatment and will explain the nature, risks and alternatives of any recommended approach.

With your consent, members of your care team may share relevant clinical information to coordinate your treatment. You may withdraw consent at any time by notifying your nurse.

9. Limits of confidentiality

While CareDirect is committed to protecting your privacy, confidentiality is not absolute. Australian law requires our clinicians to disclose information without your consent in certain circumstances, including:

• Risk of harm: where there is a serious and imminent risk of harm to you or to another person
• Mandatory reporting: child protection concerns (including those disclosed by adult patients) must be reported under state child protection legislation
• Professional conduct: AHPRA-registered practitioners have reporting obligations under the Health Practitioner Regulation National Law where they become aware of another practitioner posing a risk to the public
• Court orders and legal requirements: where disclosure is required by law, subpoena or court order

Your clinician will discuss the limits of confidentiality with you at the start of your care. If you have questions about when information may be disclosed, please raise them with your clinician or contact us.

10. Privacy and data

We collect, store and handle your personal and health information in accordance with our Privacy Policy and the Australian Privacy Principles. Clinical records are stored in secure, Australian-hosted systems and retained in accordance with applicable health records legislation.

11. Complaints

If you have a concern about our services, we encourage you to contact us directly so we can resolve the matter. You also have the right to raise complaints through the following external pathways:

• Privacy complaints: Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au
• Clinical care or practitioner conduct: complaints may be lodged with AHPRA at www.ahpra.gov.au, or with your state or territory Health Complaints Commissioner
• In NSW: Health Care Complaints Commission (HCCC) at www.hccc.nsw.gov.au

If you are not satisfied with our response, you may contact AHPRA for practitioner concerns, OAIC for privacy concerns, or the relevant state or territory health complaints body.

12. Intellectual property

All content on this website (including text, graphics, logos, images and software) is the property of CareDirect Telehealth Pty Ltd or its licensors and is protected by Australian and international copyright law. You may not reproduce, distribute or modify any content without our prior written consent.

13. Limitation of liability

To the maximum extent permitted by law, CareDirect Telehealth Pty Ltd is not liable for any indirect, incidental, special or consequential damages arising from your use of our website or services. Our total liability for any claim is limited to the amount you paid for the relevant service.

Nothing in these terms excludes or limits any rights you may have under the Australian Consumer Law that cannot be excluded or limited by agreement.

14. Termination

We may suspend or terminate your access to our services at any time if you breach these terms, behave in a manner that is abusive or threatening to our staff, or if continuing care is no longer clinically appropriate. We will provide reasonable notice and assist with referral to alternative services where possible.

15. Governing law

These terms are governed by the laws of the Australian Capital Territory, Australia. Any disputes arising from these terms or your use of our services will be subject to the exclusive jurisdiction of the courts of the Australian Capital Territory.

16. Changes to these terms

We may update these Terms of Service from time to time. The current version will always be available on our website. Continued use of our services after changes are published constitutes acceptance of the updated terms.

17. Contact

If you have any questions about these Terms of Service, please contact us:

• Hibberson St, Gungahlin ACT 2912
• [email protected]
• 1300 160 342