This policy is a working draft prepared for review by our lawyers and will be replaced by the reviewed version before launch.
In brief. You can cancel at any time and you are never charged for months or weeks you have not started. Per-session therapy fees are refunded in full if you cancel at least 24 hours before the appointment; later cancellations and non-attendance are charged at 50% of the fee. Assessment refund terms will be published before assessment opens. Nothing here limits your rights under the Australian Consumer Law.
1. Assessment and care plans (not yet offered)
Assessment and care plans are not yet offered. Their refund terms will be published here before they open.
2. Therapy
- Weekly plan ($119 a week): cancel at any time. Cancellation takes effect at the end of the current paid week. The current week is not refunded. Unused sessions do not roll over.
- Per session: refunded in full if you cancel at least 24 hours before the appointment or if the practitioner cancels. Cancellations with less than 24 hours notice, or non-attendance, incur a charge of 50% of the session fee and a fee of 50% of the session fee for cancellations with less than 24 hours notice or non-attendance.
3. What is not refundable
- Medication, pathology, ECG and pharmacy costs paid to other providers.
- Completed sessions.
- Fees for a month or week that has already started, other than as set out above.
4. How to cancel or request a refund
Email hello@innerhelp.com or call 1800 841 890 with your name and the email address you booked with. We confirm cancellations in writing within two business days. Approved refunds are returned to the original payment method within 10 business days.
5. Your consumer rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. If you believe a service was not provided with due care and skill, tell us and we will review it under our complaints process.
See also our terms of service and privacy policy.