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Amplar Health Virtual Psychology Clinic Terms of Service

Effective Date: 4 August 2025

Welcome to the Amplar Health Virtual Psychology Clinic (“VPC”) offered by Amplar Virtual Health, a business of Medibank Health Solutions Telehealth Pty Limited (ABN 40 069 396 792), and member of the Medibank group of companies.

Virtual Psychology Clinic is not an emergency service. If you need urgent help, please call 000 or Lifeline at 13 11 14.

These Terms of Service (“Terms”) describe how Amplar Virtual Health (“Amplar Virtual Health”, “we” or “us”) provides the consumer (“you”) access to the Amplar Health Virtual Psychology Clinic and the online psychology consultations with Practitioners (the “Services”) using an online platform through which you can book and receive online access to the Services (“Platform”). Amplar Virtual Health has engaged Telecare Australia Pty Ltd (ABN 37 632 722 911) (“Telecare”) to operate the Platform and deliver the Service.

The Terms contain important information about your rights and responsibilities, including information which limits our liability to you. By using the Service and the Platform, you agree to be bound by the:

Failure to comply with these terms and policies may result in us suspending or terminating your access to the Platform and/or Services.

The Services are available only to consumers aged 18 years and over. We may accept referrals for consumers under 18 years old if referred from Medicare Mental Health Care service and meet relevant service suitability criteria.

1. Privacy

Telecare collects your personal information in order to provide the Services. Without this information, Telecare cannot provide the Services. For more details on accessing or correcting your information and Telecare’s complaint procedures, visit Telecare’s Privacy Policy. The Telecare Privacy Policy provides more information about how Telecare may disclose personal information to other entities. Telecare does not share personal information with Amplar Virtual Health except in the limited circumstances of reporting incidents or where necessary for Amplar Virtual Health to comply with its legal obligations and administer the Services or for the purposes of billing to third parties, where relevant. This reporting, including information disclosed by Amplar Virtual Health for billing purposes, may include details about you and health services provided to you. You hereby consent to the collection and sharing of this information by Amplar Virtual Health and acknowledge that such information will be handled in accordance with Amplar Health’s privacy policy.

2. Booking and Payment Terms

Clauses 1 to 5 below are not applicable for consumers referred from NSW Medicare Mental Health Care service. Please confirm with your referrer for eligibility.

  1. Costs for Service

    1. You understand that the provision of Services through the Platform will incur costs payable by you.
    2. The standard rates for each consultation with a Practitioner are available on our Website. The amount payable for each Service provided to you will be notified to you at the time of booking.

      3. You should consider any applicable costs before booking an appointment with a Practitioner.

    3. You may be eligible to receive Medicare benefits for some Services if you:
      1. are eligible to claim Medicare benefits;
      2. authorise us or Telecare to submit your Medicare claim on your behalf;
      3. provide Telecare with a copy of your referral and current Mental Health Care Plan before your appointment; and
      4. pay the full amount of the session at the time of invoicing.
    4. For those with a Mental Health Care Plan, a session with a psychologist for 50 minutes may be invoiced either:
      1. a general psychologist at a rate of $245, with a Medicare rebate of $98.95, leaving an out of pocket cost of $146.05; or
      2. a clinical psychologist at a rate of $280, with a Medicare rebate of $145.25, leaving an out-of-pocket cost of $134.75.
    5. For Medibank members and MyHealth patients, or a Mental Health Care Plan, a 50-minute session with:
      1. a general psychologist, will be invoiced at a rate of $193.95 with Medicare rebate of $98.95, leaving an out of pocket cost of $95; and
      2. a clinical psychologist, will be invoiced at a rate of $240.25 with Medicare rebate of $145.25, leaving an out of pocket cost of $95.

    For avoidance of doubt, the rates outlined in clauses 2.1(d)) and 2.1(e) are the new rates applicable to new consumers only from 4 August 2025 (New Rate). If you are an existing consumer, you will retain the pricing that applied at the time of your initial consultation, provided you do not pause the Service for a period exceeding six months. If you resume the Service after a break of more than six months, the pricing at the time of rebooking will apply.

  2. Payment Details

    1. Telecare will collect, store and process Your Payment Card details on behalf of Amplar Virtual Health as set out below:
      1. You agree to pay the Practitioner consultation fees in full as provided during the booking process.
      2. You will contact Telecare to clarify fees and payment options if required, at least 48 hours before a scheduled appointments.
      3. You consent to Telecare using Your Payment Card details to pay for any Services booked and attended. Telecare will collect and store Your Payment Card details using Eway, an Australian-based secure payment pathway. You can request to update or remove Your Payment Card details at any time in writing by emailing: amplarhealthpsychology@telecare.com.au.
      4. You understand that the payments made will be processed 72 hours prior to your appointment.
      5. You may be subject to a late payment administration fee if a payment is declined. A credit card surcharge of 1.5% + 20c applies per transaction.
      6. You may choose to pay by direct debit by contacting Telecare on (03) 7023 2883 for the bank transfer details. Any such payment must be received into Telecare's account no later than 72 hours prior to your appointment.

  3. Cancellation Fees

    1. If you wish to cancel a Service, you should contact us on (03) 7023 2883 or amplarhealthpsychology@telecare.com.au
    2. at least 48 hour's notice.
    3. Notwithstanding clause 3.a, any cancelled appointments without a valid medical reason will incur a cancellation fee that is equal to the consultation fee (Cancellation Fee).
    4. You authorise Amplar Virtual Health or Telecare to charge any applicable Cancellation Fee against Your Payment Card.

  4. Payments

    1. We will only arrange for funds to be debited against Your Payment Card as authorised under these Terms.
    2. 72 hours prior to your booked appointment Your Payment Card will be debited for the Services. You authorise Amplar Virtual Health or Telecare to charge the cost of any Service against Your Payment Card.
    3. For successful payments, Amplar Virtual Health or Telecare will send you an invoice and receipt confirming payment to the email address you have provided.
    4. If payment is unsuccessful, Amplar Virtual Health or Telecare will continue to try to process payment against Your Payment Card on three further occasions. Amplar Virtual Health will contact you if the payment is still unsuccessful to confirm new payment details.
    5. If you can claim Medicare benefits for your appointment, Amplar Virtual Health or Telecare will submit your claim to Medicare on your behalf following successful payment. Where you have provided your bank account details to Medicare, Medicare will usually pay your benefit within 7 days of receipt of claim. You must authorise Amplar Virtual Health or Telecare to submit such claims.
    6. If you are eligible to claim private health insurance benefits for your appointment, you are responsible for submitting the paid invoice to your insurer to claim any eligible benefits.
    7. You are solely responsible for maintaining the accuracy of your Medicare details and/or private health insurance details, including any bank accounts to receive rebates and up to date details for any mental health care plans. Amplar Virtual Health disclaims any and all liability for claims or payments which cannot be processed due to incorrect information provided by you.
    8. If you believe you have been incorrectly charged for a Service, or you have any other concern or complaint relating to the Service, please contact us at (03) 7023 2883 or amplarhealthpsychology@telecare.com.au. We will seek to respond to your concern or complaint within 10 days of receipt and will endeavour to resolve such concern or complaint with you.

  5. Payment Authorisation

    1. By proceeding to book, you agree to Amplar Virtual Health and Telecare:
      1. running an authorisation check to confirm the validity of Your Payment Card and availability of funds to pay for your appointment;
      2. billing the card for the entire fee applicable to the service following the completion of the service; and
      3. deducting a Cancellation Fee, if any.

3. Practitioners and Service

  1. Platform, systems and information are maintained by a third party, Telecare

    1. The Services are provided to you by Telecare through the use of the Telecare's Platform, online booking, and video conference systems. Telecare is solely responsible for the operation of the Platform.
    2. To the greatest extent permitted by applicable law including under the Australian Consumer Law, Amplar Virtual Health makes no warranties or representations with respect to operations of the Platform. We do not guarantee the security or confidentiality of information available through the Platform nor the security of the Platform.

    You can review Telecare's Terms and Conditions here and their Privacy Policy here.

  2. Accessing the Online Video Conference Systems

    1. To access the Services, you must use the online video conferencing system hosted by Telecare. Prior to your appointment, you will be sent a text message with a link to the videoconference with Your treating Practitioner. If for any reason you cannot access the videoconference, the Practitioner will deliver your consultation by phone.
    2. By accessing the link for the videoconference, you represent and warrant that you are the individual identified for the appointment. Telecare/the Practitioner is entitled to assume (and we will assume) that you are the user whenever your details are used to access the Services.
    3. By providing your mobile number you are agreeing to be contacted by or on behalf of Telecare, Amplar Virtual Health or a Practitioner at the mobile number you have provided, including calls and text messages, to receive informational, product or Service communications relating to the Services, including the text messages described in this clause 2.
    4. You are responsible for keeping your mobile phone details listed with us up to date in order to access the Services.

4. Liability and Disclaimers

  1. Disclaimer of warranties

    1. Access to the Services and other content through the Platform may not be suitable for residents outside of Australia.
    2. Amplar Virtual Health does not represent or warrant that any files displayed or obtained from or through this Website, or any other website linked to it, including the Platform, are free from computer viruses or other defects. Any such files are provided, and may only be accessed or used, on an 'as is basis' that the user accepts responsibility for any loss, damage or consequence resulting directly or indirectly from the use of those files.
    3. The Website and Platform may include links to third party websites and services. We do not warrant the accuracy of any hypertext links provided on the Website or Platform, nor the suitability or accuracy of any content located at those links.
    4. We do not guarantee the delivery of communications over the internet as such communications rely on third party service providers.
    5. The exchange of information electronically is vulnerable to interception by third parties, and we do not guarantee the security of the Website or Platform or that it will be free from any virus or other potentially harmful programs.
    6. We will not be liable in the event that the Website or Platform or the full functionality of the Website or Platform is unavailable to you for any reason where you are unable to access the Services, including due to network or hardware downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply.

  2. Limitation of Liability of Amplar Virtual Health

    1. Except where Amplar Virtual Health fails to meet consumer guarantees under the Australian Consumer Law, and notwithstanding any other provision of these Terms, Amplar Virtual Health will not be liable to you for any damage, loss or expense to the extent it results from or caused by:
      1. any act of Amplar Virtual Health or its representatives which was carried out in good faith;
      2. any act or omission of any third party;
      3. any inaccurate or incorrect third party information or materials;
      4. any inaccurate or incorrect information provided by you;
      5. any event or circumstance beyond our reasonable control; or
      6. any breach of these Terms, negligence, default, fraud or dishonesty by you.
    2. To the greatest extent permitted by applicable law, Amplar Virtual Health will not be liable to you for any direct or indirect lost profit, loss of opportunity, incidental, consequential or special damages, howsoever the loss is caused and regardless of whether it was foreseeable or not.
    3. Nothing in these Terms are intended to limit or exclude any non-excludable warranty or condition contained in the Australian Consumer Law.

5. General

  1. Proper Use of the Website, Platform and Services

    1. You agree to use the Services, Website and Platform in good faith in accordance with these Terms and applicable laws.
    2. When using the Website or the Platform to access the Services, you must not engage or attempt to engage in any activities that:
      1. disrupt, impair, alter or otherwise interfere with the functions, features, Services, Website or Platform
      2. violate any applicable local, state, federal or international law, principles of law or equity established by decisions of courts and statutes, regulations or by-laws of the Commonwealth of Australia, or any State or Territory of the Commonwealth of Australia or a government agency;
      3. introduce or allow the introduction, transmission, distribution or uploading of any, virus or other potentially harmful programs, materials, information or malicious code into the Website, Platform or any related network;
      4. remove any Amplar Virtual Health or Medibank copyright, trademark or other proprietary rights notices contained on the Website or Platform;
      5. harvest or collect information about the Services or users; or
      6. result in the placement, posting, uploading of, linking to, sending, storing or otherwise communicating or distributing in any way content that is (or is likely to be considered) inappropriate, defamatory, abusive, profane, infringing, obscene, indecent, or unlawful material or information.

  2. Intellectual Property

    1. All intellectual property rights (including copyright, trademarks and patents) on the Website and Content and all components of them are owned or licensed by us unless otherwise indicated. You must not copy, modify or transmit any part of the Website or any content contained on the Website except as permitted in these Terms.
    2. The Website and its content contain trademarks, logos, service names and trade names of Amplar Virtual Health or third parties that may be registered or otherwise protected by law. You are not permitted to use any trademarks, logos, service names or trade names appearing on the Website.

  3. Disputes

    If you have been incorrectly charged for a Service, or you have any other concern or complaint relating to the Services, please contact us at (03) 7023 2883 or amplarhealthpsychology@telecare.com.au We will seek to respond to your concern or complaint within 10 days of receipt, and will endeavour to resolve such concern or complaint with you.

  4. Updates

    1. We may change and improve the Website, Platform and Amplar Health Virtual Psychology Clinic offerings. We may adapt, add or remove functionalities or features, and we may suspend or stop a service offered through the Website, Platform, or the program itself, altogether.
    2. We may, from time to time, review and update these Terms, including to take account of new laws, regulations, products or technology. Your use of the Services, Platform and Website will be governed by the most recent terms posted on the Website. By continuing to use the Services, you agree to be bound by the most recent Terms. It is your responsibility to check the Website regularly for updated versions of the Terms.
    3. We may, from time to time, change and improve the website.

  5. Governing law and jurisdiction

    These Terms are governed by and construed in accordance with the laws of Victoria. The parties to this Agreement submit to the non-exclusive jurisdiction of the Courts of Victoria.

  6. Interpretation

    Headings in this Agreement are intended for convenience of reference only. Forms of words will be construed to include singular or plural, and any gender, masculine, feminine, or neutral, as the context requires, and “including” means “including but not limited to”. Reference to a person includes an individual, corporation, trust, or statutory body. These Terms are not to be construed to the disadvantage of a party because that party was responsible for their preparation.

  7. Relationship

    Nothing in these Terms will be construed as creating a relationship of partnership, of principal and agent or of trustee and beneficiary between you and Amplar Virtual Health.

6. Definitions

Amplar Virtual Health means Amplar Virtual Health trading as Medibank Health Solutions Telehealth Pty Ltd (ABN 40 069 396 792).

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Content means all content, materials and information contained on the Website.

Mental Health Care Plan means a GP-created plan that outlines your mental health needs, treatment goals, and referrals, providing access to subsidised care.

Telecare means Telecare Australia Pty Ltd (ABN 37 632 722 911)

Practitioner means a Psychologist (including General and Clinical Psychologist).

Privacy Laws means the Privacy Act 1988 (Cth) and the Australian Privacy Principles contained in that Act.

Terms means these terms and conditions

Website means the Amplar Health VPC website located at virtualpsychology.amplarhealth.com.au.

Your Payment Card means your credit card or debit card, the details of which are provided to Amplar Virtual Health at the time of booking an appointment for a Service (and updated by you from time to time in accordance with these Terms).

Amplar Health logo

The Virtual Psychology Clinic is a service by Amplar Virtual Health (a business of Medibank Health Solutions Telehealth Pty Limited ABN 40 069 396 792) provided by Telecare Australia Pty Ltd (ABN 37 632 722 911)

Copyright © 2025. All rights reserved. Please refer to our Terms and Conditions to use this service.

Amplar Virtual Health acknowledges Aboriginal and Torres Strait Islander peoples as the First Peoples of this nation. We proudly recognise Elders past, present and emerging as the Traditional Owners of the lands on which we work and live. We’re committed to supporting Indigenous self-determination and envision a future where all Australians embrace Aboriginal and Torres Strait Islander histories, cultures and rights as a central part of our national identity.