1. Acknowledgment and acceptance of terms and conditions
PsychCare 24/7 reserves the right to make modifications of any nature to the information or tools on this website. The content on this website is liable to change without notice, and although we attempt to ensure that all information is current and accurate, we do not guarantee its currency as there may be delays, errors or omissions. All changes are effective from the date of posting the revised Terms and Conditions on this site. You can review the most current version of the Terms and Conditions at any time by visiting this page.
By accepting the terms and conditions, you are accepting that you are registering for the service and acknowledge that you are willing and able to commence online, telephone or face-to-face counselling. What this means is that you can:
Use the online chat and telephone system sufficiently well enough to be able to communicate with a counsellor, and can speak and understand English concepts well, and Is aged eighteen (18) years or over or have been provided with Parental Consent if you are sixteen (16) years or over.
Please note, online counselling is not appropriate for you on this website if you meet the following conditions:
If you have a psychiatric condition or suffer from psychosis.
If you are intoxicated from the use of alcohol and/or drugs and/or sniffing substances.
If you are in an emergency situation and need urgent and immediate assistance. Please call 000.
If you are suicidal and at risk of harming yourself or others.
If you are under the age of 18, you must get a parent or guardian to fill out the consent form and send it back to us by mail, email or fax. Alternatively, please call Kids Helpline.
If you meet the above conditions, we are sorry but we cannot service you. Please call Lifelife on 13 11 14.
2.1 Accuracy of Information
The information on this web site is the property of PsychCare 24/7, unless otherwise stated. The details are correct to the best of our knowledge, but no person or organization should act on the basis of its contents without obtaining appropriate advice. For comments or corrections to this web site, please email the Administrator.
2.2 PsychCare 24/7 is not a medical or health information site
Any queries about medical treatment should be discussed directly with your doctor or heath care professional. Any choices made and/or any action taken by you as a consequence of counselling provided by PsychCare 24/7 is wholly at your choice and is and remains solely your responsibility. PsychCare 24/7 does not accept any liability or responsibility for any loss, damage and/or injury suffered nor for any action or inaction by you as a consequence of the counselling.
The material on this website is for general education and information, and is intended as a guide only. It is not intended to replace professional services, nor is it intended to provide comprehensive information on all psychological issues. No person or organisation should act on the basis of the information on this website without taking appropriate advice. PsychCare 24/7 does not have control over the acts of other organisations and third parties and cannot be liable for contents of any linked website or any information provided by the third parties.
2.4 Posting or Transmitting Information
You must not post or transmit to the site any illegal, threatening, abusive, defamatory, obscene, pornographic or indecent information or material of any kind, or any material in contempt of any court or parliament, or encourage any other person to do so.
You must not knowingly post or transmit or permit the posting or transmission of any material to the site which contains a virus. You must take your own precaution to ensure that whatever you select from the site is free of viruses or anything else that may interfere with your computer. PsychCare 24/7 cannot accept any responsibility for any loss, disruption or damage to your data or your computer system which may occur whilst using material derived from this site.
You must not post or transmit any material to the site which is incorrect or misleading and breaches any laws relating to a person’s right to privacy or the export of personal data.
Your use of this website constitutes your agreement to the Terms and Conditions. PsychCare 24/7 may refuse access or delete material posted by you in the contravention of these conditions.
3. Your Responsibilities
3.1 Purchases & Use of Web site
3.2 Your Email address
It is your responsibility and at your discretion to keep the privacy and confidentiality of the counselling emails received from PsychCare 24/7 practitioners into your specified email address.
3.3 Confidentiality of your data
You are responsible for keeping the confidentiality of any content you download onto your computer. It is your responsibility to delete or keep safe emails and transcripts of online conversations. You should be aware that even deleted files can still be accessed.
3.4 Your Conduct
When using this online counselling service, you have responsibility for:
Keeping your appointment or giving us at least 24 hours before your appointment, if you have to cancel or change the appointment. There is a 50% fee for cancelling a session with less than 24 hours notice, with the exception of unforeseen emergencies. For more information please read our Cancellation Policy.
Conducting your session in a way that will maximise your ability to benefit from it. (e.g. not be under the influence of drugs or alcohol)
Giving the counsellor relevant information in order for him/her to help you
Behaving in a respectful manner while online. We do not tolerate any abusive behaviour and reserve the right to terminate the session if this is the case.
3.5 You take responsibility for your own decisions
We will aim to help you with the best of our abilities and with good intentions, to be aware of your options but ultimately, you make the decision as to what you will do. We cannot take responsibility for your decisions and the results of those decisions.
3.6 Parental Responsibility
Parents, when you give permission for your daughter/son to use our services, please be aware that privacy and confidentiality is important to the process. If your daughter/son suspects that you will be ‘spying’ on them or secretly asking us to reveal information about our sessions, then the counselling process will not productive. They will lose trust and will not be open and honest to the counsellor. Due to these reasons, we will not be giving out any information about your daughter or son. Instead, we may encourage your daughter or son to talk to you about it and reveal whatever they wish to you. But we cannot control what they will or will not tell you. Of course, if they did reveal information to us which we think will be harmful to themselves or others, then we will break the confidentiality and contact you.
3.7 Your use of counsellor electronic communications
You explicitly agree not to forward email messages or other electronic communications from our counsellors to other persons, except in situations where this has been agreed in advance by your counsellor, and is done with the written consent of your counsellor. You may not copy and paste a part of the text or use the counsellor’s advice out of context, or pass on the advice to another person or organisation.
4. Intellectual property rights
The materials accessed from, or via, this website (including website designs, software and third party materials) are protected under Australian and international copyright laws. Material from this website may be viewed online and/or reproduced free of charge for personal, non-commercial use, provided it is reproduced accurately, not used in a misleading context and attributed to PsychCare 24/7. You must not interfere with any copyright notice, or interfere with or commercially use any trademark, logo or names (including business names and domain names), appearing on this website or in the contents accessed through this website.
5. Privacy and Confidentiality
Psychcare 24/7 does our best to protect counselling e-mails and chat sessions from security breaches. However, users should be aware that there are inherent risks in transmitting information across the Internet. Information submitted via encrypted email or web forms may be at risk of being intercepted, read or modified.
PsychCare 24/7 will comply with the terms of the privacy statement, as amended sporadically. To access our Privacy and Security Policy, please click here.
Counsellors use private rooms and are not observed by anyone else while in session with you. Counsellors may print and keep on your file a copy of the transcripts of sessions. All records are stored in accordance with our Privacy and Confidentiality Policy and in the same manner as face-to-face counselling files.
5.4 Limits to confidentiality
PsychCare 24/7 reserves the right to act on our “Duty of Care” and report to the appropriate authorities, such as the police or child protection authorities, situations where a client or associate of the client is judged to be at risk of self-harm, or of harming others, especially if a child under 16 years of age is at risk. Counsellors are also obliged to report to police information received about the commission of a criminal act. For more information please see our Privacy and Confidentiality Policy here.
5.5 Ethics & Professional Guidelines
Counsellors, in providing online services, shall adhere to the relevant professional code of ethics and Code of Conduct as provided by the Australian Psychological Society (APS), the Australia Health Practitioner Regulation Agency (AHPRA) and the Psychotherapy and Counselling Federation of Australia (PACFA).
5.6 Links to other web sites
This website may contain links to website operated by third parties. PsychCare 24/7 is not responsible for the content or reliability of external websites that are linked from this website. Links should not be taken as an endorsement of any kind. Your decision to link to a third party website is entirely at your own risk.
6. Payment and Fees
You are responsible for all fees associated with your use of our services. This includes, internet fees, telephone fees and/or any other services or products that you may need to use in order to commence and complete the online, telephone or face-to-face counselling session.
To access any of the PsychCare 24/7 services, you must complete the registration form upon entering the site and complete all transactions of your payment/s to purchase credits that are used within the service.
6.1 How you are charged
Internet Counselling Service = 80 credits per session
Telephone Counselling Service = 15 Credits per 15 minute Interval
Face-to-Face Counselling Service = 180 Credits Flat fee for the full hour
All fees of our Online Counselling, Telephone Counselling and Face-To-Face Counselling services are subjected to change at any time. You can access these new fees via our Credit Purchase page.
Your credits are available to use for a twelve month period from your last purchase. Your credits cannot be refunded as cash or transferred to another user.
7. Refund Policy
We are not required to provide a refund if you change your mind.
But you can choose to re-schedule your online counselling session, telephone counselling session or face-to-face counselling session at any time and at least 24 hours notice before your initial scheduled appointment.
Your credit points will not be taken from your account until you begin the counselling session or if you have rescheduled or cancelled your session with less than 24 hours notice. In this case you will forfeit 50% of the service fee.
7.1 Change in mode of counselling
At any time during your use of the PsychCare 24/7 counselling services, you may use your credits in any mode of counselling. You may wish to email support, online counselling, telephone counselling and face-to-face counselling with the credits that you have at any time.
8. Cancellation Policy
You may cancel an online, telephone or face-to-face counselling session and/or change a session, without incurring a cost, if you give us at least 24 hours notice. Technical difficulties should be reported to either your counsellor, or to our offices via email or phone. These difficulties will be discussed with you to ensure a fair outcome.
If in the case you did not cancel your session, reschedule your session with at least 24 hours prior to your online, telephone or face-to-face session or notify us of any technical difficulties, there is a 50% fee for cancelling a session.
9. Technical Difficulties
If you experience technical difficulties before or during your session, please login again via the Login button and continue with your session. Any time lost due to technical failures will be made up by your counsellor by extending your session or rescheduled to another time to the discretion of the counsellor.
If for any reason you cannot successfully login again, please contact us by phone or email.
9.1 Forgotten Passwords
Please ensure that you have chosen an appropriate password and that you have recorded it in a secure location.
If you have forgotten your password, it can be retrieved by going to the “login” page. Once you are there, Click the “Forgot Password” link, which is next to the “sign in” tab.
You will then need to provide us with the email address and correct answer to the secret question associated with your account.
Once completed and submitted, please check your email to reset your password.
PsychCare 24/7 reserves the right to cease, interrupt or withdraw your access to the site for any valid reason, including without limitation, for upgrades and maintenance of the Site. You will be notified in advanced of any site maintenance times prior to making your appointment with us.
PsychCare 24/7 may terminate this agreement and your access to this site at any time if you have breached the terms and conditions of this service. All monies and credits that remain in your account will not be refunded to you. The termination of this agreement or removal of this site will not affect any provision contained in these Terms and conditions which expressly or by implication is to become operative or continues to operate after termination, including those provisions relations to intellectual property, disclaimers and limitations of liability.
In the case that you decide to terminate this agreement and your access to this site, you must send a letter or email with your reason for termination or cancellation of this service to us via our email or to our registered business address.
Address: Suite 210, Princess Towers Building,
Princess Street, Kew 3101
If any provision of these Terms is found to be invalid or unenforceable by a court of law, it may be severed and will not affect the remainder of the agreement, which will continue in full force and effect and these Terms will be deemed amended to replace, to the extent legally permitted, the rights and obligations contained in the invalid, illegal, or unenforceable provision. The invalidity, illegality, or unenforceability of any provision of these Terms will not constitute failure of consideration.
13. Governing law
To the extent permitted by law, PsychCare 24/7 shall not be under any liability (contractual, tortious or otherwise) to you in respect of any loss or damage (including, without limitation, consequential loss or damage) howsoever caused, which may be suffered or incurred or which may arise directly or indirectly from your use of the content of the Website or information accessed through this Website.
If you have a complaint about our service, please email our Administrator with your contact number or preferred contact details within a reasonable time frame (within two weeks of the receipt of your last service with Psychcare 24/7). You will be contacted to discuss the complaint and negotiate a fair outcome.