These terms are a working draft prepared for review by our lawyers. They describe how we intend the service to work and will be replaced by the reviewed version before launch.
In brief. Inner Help is the practice through which independent registered practitioners provide therapy and support to Australian adults. Therapy is per session at the practitioner's published fee, with the Medicare rebate lodged for you where a Mental Health Treatment Plan applies; counsellors, ADHD coaches and autism coaches also offer a $119 a week plan with messaging. Assessment and care plans are not yet offered. Cancel with at least 24 hours notice to avoid a charge. Nothing here limits your rights under the Australian Consumer Law.
Effective date:. By booking or using the service you agree to these terms, our privacy policy and our refund policy.
1. Who we are
The service is operated by Inner Help Pty Ltd, ABN 60 637 878 383, of Level 7/222 Exhibition St, Melbourne VIC 3000. In these terms "we", "us" and "Inner Help" mean Inner Help Pty Ltd. "You" means the person using the service.
2. The platform and independent practitioners
Inner Help provides the platform, booking, payment, records and clinical governance framework. Clinical care is provided by practitioners who are registered with AHPRA and who are responsible for their own clinical decisions. Practitioners work within the Inner Help protocol described at clinical governance. The contractual relationship between you, Inner Help and each practitioner will be set out here.
3. Eligibility
To use the service you must be 18 or over, located in Australia at the time of each appointment, able to attend by video, and able to provide identification and a Medicare number or other proof of identity. Some services are not available in every state because of prescribing rules. Some clinical situations mean telehealth is not suitable for you; these are described at clinical governance.
4. Assessment and care plans (not yet offered)
ADHD and autism assessment and ongoing care plans are not offered at the date of these terms. When they open, the fees, plan term, cancellation and refund terms and the non-diagnosis outcome will be published on this page and on the pricing page before any booking is taken, and the waitlist will be notified. Nothing in these terms creates an obligation on Inner Help to provide assessment services before that date.
5. Therapy
- Weekly plan (counsellors, ADHD coaches and provisional psychologists only): $119 a week, billed every four weeks in advance, for one live session a week plus messaging. Cancel any time; cancellation takes effect at the end of the current four-week billing period.
- Per session: the practitioner's published fee, paid to Inner Help at booking. Where you hold a valid Mental Health Treatment Plan from your GP and your practitioner is Medicare-eligible, Inner Help lodges the patient claim on your behalf after the session and the rebate is paid to your nominated bank account by Services Australia. Some practitioners offer concession rates or bulk billing.
- NDIS: self- and plan-managed participants may pay for sessions from their plan; Inner Help issues an NDIS-compliant invoice. Inner Help is not an NDIS-registered provider.
- No-shows and late cancellations: sessions cancelled with less than 24 hours notice, or not attended, are charged at 50% of the session fee. Medicare rebates do not apply to non-attendance.
- Weekly plan sessions are not eligible for Medicare rebates. Inner Help is the practice through which independent contractor practitioners provide services; each practitioner remains responsible for their own clinical care.
- Unused weekly plan sessions do not roll over.
6. Appointments and missed appointments
Appointments are by video at the time you book. Please be in a private place with a stable connection. You can reschedule or cancel free of charge up to 24 hours before the appointment. Appointments cancelled with less than 24 hours notice, or not attended, may incur a fee of 50% of the session fee for cancellations with less than 24 hours notice or non-attendance. Missed assessment sessions may delay your outcome. If a practitioner cancels, we will offer a new time or a refund of any per-session fee.
7. Medication and pharmacies
Scripts are sent electronically to the pharmacy of your choice. Medication costs are paid to the pharmacy. Stimulant medications are controlled drugs and their supply is governed by state law; a script may be delayed if monitoring is overdue or if state requirements are not met. Practitioners will not prescribe outside their scope, outside state rules, or where they consider it unsafe. You must tell your practitioner about all other medications and substances you use.
8. Telehealth limits and emergencies
Telehealth has limits. A practitioner cannot examine you physically, and may ask you to see your GP or attend in person for some checks. Inner Help is not an emergency or crisis service. If you are at risk of harm, call 000. For support at any hour, call Lifeline on 13 11 14. If a practitioner believes you or someone else is at risk they may contact emergency services or your emergency contact.
9. Privacy
We handle your information under our privacy policy. Your health information is stored in Australia. Booking tools hold only your name, email and appointment time. We write to your GP only with your consent, except where the law requires disclosure.
10. Liability
Nothing in these terms excludes rights you have under the Australian Consumer Law. To the extent permitted by law, Inner Help is not liable for loss arising from your use of the platform beyond the amount you have paid for the service, and is not liable for the clinical decisions of independent practitioners, who carry their own professional indemnity insurance. Information on this website is general and is not a substitute for advice from your own clinician.
11. Changes
We may change these terms, including fees, by publishing the updated version at this address and giving current patients at least 30 days notice by email. Fee changes do not apply to a weekly plan period already paid for. If you do not agree to a change you may cancel before it takes effect.
12. Contact
Inner Help Pty Ltd, Level 7/222 Exhibition St, Melbourne VIC 3000. Phone 1800 841 890. Email hello@innerhelp.com. Or use the contact page.