TERMS AND CONDITIONS

This website (http://telemind.health) belongs to Your Wits Pty Ltd trading as ‘TeleMind’ and ‘TeleMind Health’ (ABN 91 667 707 566) (‘TeleMind’, ‘TeleMind Health’, ‘we’, ‘our’ or ‘us’).

This page sets out:

Terms of Services;
Refund policy;
Privacy policy; and
Website terms and conditions.

If you are happy to access and use our website, you are taken to have agreed to these terms and conditions.

If you have any questions, please contact us via email at contact@telemind.health.

At TeleMind, we are dedicated to connecting expert and compassionate mental healthcare and other specialists with patients and customers across Australia. Our modern, secure, online platform allows us to link you with personalised, professional support with access from the comfort of your own home, no matter where you are in the country.

CRISIS OR EMERGENCY?

We do not provide a crisis or emergency service or link you to emergency practitioners. If you need urgent support, please contact your GP or one of the following services:

Lifeline - 13 11 14
Mental Health Line - 1800 011 511
Kids Help Line - 1800 551 800
Suicide Call Back Service - 1300 659 467

In an emergency or if you are/someone is at serious risk of harm to themselves or others, please:

Call triple zero (000)
Present to a hospital emergency department

1. TERMS OF SERVICES

What Services do you offer?

We serve as a facilitator connecting patients with a network of mental healthcare and other healthcare specialists. While we do not directly provide healthcare services, our user-friendly platform enables you to get access to and book and pay for appointments with mental psychiatrists and psychologists.

You acknowledge that TeleMind is not a medical services provider and does not provide healthcare services or function as a mental health or healthcare practitioner. All consultations are provided by qualified third-party specialists who are not employed by TeleMind.

How much will I pay for the appointment?

The cost of each appointment varies based on the particular healthcare practitioner and the services provided by such practitioner, and you will be informed of the exact costs of the services before your appointment is booked.

Set out below is a general indication of the price range that may be charged by the mental health or other practitioners we may connect you with:

Initial appointment: $800 - $1000, with out-of-pocket costs between $540 - $750
Long review appointments: $500 - $700, with out-of-pocket costs between $320 - $520
Short review appointments: $350 - $450, with out-of-pocket costs between $220 - $320

The above rates are not final and are subject to change at the discretion of the relevant mental healthcare practitioner or other service provider at any time. For a more accurate quote, you can request the specific pricing information at the time of booking your appointment.

If you are eligible for a Medicare rebate on your appointment, you may request we facilitate claiming the Medicare rebate directly through the chosen practitioners. You may also lodge your own claim using the details on the invoice that you have received from us. Please note that any Medicare rebate is paid by Medicare to the account you have registered with Medicare directly. TeleMind is not responsible for any issues related to claiming Medicare rebates.

How can I pay for the appointment and Services?

Fees are privately billed, and you can pay for your appointment and other services you may receive by credit card via our secure payment gateway.

Payments made by Visa or MasterCard will be subject to a two per cent (2%) surcharge.

We require that payment be made four days prior to your scheduled appointment. If there are any issues with your payment, we will promptly contact you to resolve the issue. If we are unable to resolve the payment issue, your appointment will be cancelled, and you will be notified that your appointment has been cancelled.

You will not be charged any additional fees to book an appointment with a mental health or other service provider through TeleMind. However, you may be liable to pay a cancellation fee for any change or cancellation of the appointment.

Why have I received an email regarding changes to my appointment?

Due to unforeseen circumstances or scheduling conflicts, it may be necessary to change the date, time, or platform of your appointment. In such a case, the health practitioner you have chosen will directly notify you of any changes in a timely manner.

Can I cancel or modify my appointment date?

Should you wish to change your appointment date after your payment has been processed, please contact your chosen mental health or other healthcare practitioner or their practice. They will try their best to accommodate your request. However, there may be instances where certain appointments may not be modified, for example, arrangements are already made with your chosen practitioner and/or their practice and prepared materials specifically for the scheduled appointment. In such a case, the practitioner or their practice will assess the feasibility of modifying your appointment and inform you of the available options.

Should you wish to cancel your appointment after payment has been processed, please contact your chosen mental health or other healthcare practitioner or their practice directly and they will try their best to accommodate your request. Please note that refund eligibility may vary depending on the specific terms and conditions associated with your appointment. Any specific terms and conditions relating to your appointment can be found in your appointment confirmation email.

You must provide a minimum of 48 hours written notice to your chosen mental health or other healthcare practitioner or their practice for any change or cancellation request. If you cannot provide 48 hours written notice, you shall be liable to pay a cancellation fee.

Video and Telehealth Appointments

You acknowledge that some appointments by our healthcare professionals may be conducted via a video link. You understand is important to be in a quiet, private space that is free of distractions (including mobile phone or other devices) during the session.

Video sessions should not be recorded (unless arranged by you with your healthcare professional in advance).

You understand that there are potential risks of telehealth/video consulting sessions including:

Telehealth/video conferencing may not feel the same as a face to face sessions;
There may be technical difficulties which may affect the video and/or sound quality or connection, and this may disrupt the session; and
Although your health practitioner uses video conferencing software which has end-to-end encryption and high-security standards, there is a risk that appointments may be intercepted, corrupted or modified by third parties.

Your healthcare practitioner should take the necessary precautions to ensure confidentiality, including ensuring the privacy of the session is upheld in the same way an in-person session would be (by choosing a private location or using headphones).

Telemind takes no responsibility for problems associated with or arising out of your inability to access your video or telehealth appointment due to your equipment or internet. If the appointment cannot go ahead due to technical issues, we will endeavor to re-book the appointment as soon as possible (depending on the availability of your healthcare practitioner).

Force Majeure

We will not be liable to you for any loss, damage or expense caused by any failure or delay in delivering of services by the chosen healthcare practitioner[s] due to circumstances beyond our control, including but not limited to fire, flood, tempest, earthquake, pandemic (including COVID-19), epidemic or other acts of God, riot, civil disturbance, theft, crime, strike, lockout, breakdown, war, any supply chain issues or any other matter beyond our control.

Applicable law

You acknowledge that the laws of New South Wales, Australia, without regard to principles of conflict of laws, govern your use of our website and the services we (and the mental healthcare and other healthcare practitioners/specialists) provide to you.

REFUND POLICY

Australian Consumer Law guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. In the event of major failures with our service of connecting you to mental health and other healthcare practitioners, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.

You may be entitled to be compensated for any other reasonably foreseeable loss or damage resulting from the major failure.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time frame. If we are unable to resolve the issues, you have the right to cancel your contract and may obtain a refund for the unused portion of our service.

If you choose to cancel your appointment, you must directly contact the mental health or other healthcare practitioner or its practice and provide them with at least 48 hours written notice to be eligible for a refund of your appointment cost (minus any transaction costs).

However, if you fail to provide at least 48 hours written notice, a cancellation fee shall apply and your refund will be adjusted accordingly. The exact amount of your refund will be determined by the terms and conditions of the healthcare or other practitioner you have booked with, which can be found in your appointment confirmation email.

3. PRIVACY POLICY

TeleMind respects your right to privacy and is committed to safeguarding the privacy of our clients and website visitors. We comply with the Australian Privacy Principles contained in the Privacy Act 1988 (Cth).

This policy sets out how we collect and handle your personal information.

What personal information do we collect?

TeleMind, as a facilitator connecting patients with health practitioners, from time to time, may receive and store personal information you voluntarily provide to us through a website or other forms of communication.

You may provide basic information details such as your name, phone number, address, and email address, which are necessary for us to facilitate the connection between you and the practitioner, send information, provide updates, and process your order.

Additionally, we may also collect other personal information that you provide or share with us while interacting with us.

How do we collect your personal information?

We collect personal information from you through a variety of ways, including when you interact with us electronically or in-person and when you access our website. We only collect personal information that you provide to us directly.

We may also collect additional information provided by you at other times, including but not limited to, feedback, information about your personal or business affairs, changes in email preferences, responses to surveys and/or promotions, or any form of communication with us.

How do we use your personal information?

We may use personal information collected from you to provide you with information, updates, and services. We may also inform you about new and additional services and opportunities available to you. We may use your personal information to improve our services and gain a better understanding of your needs.

We may also use your personal information to contact you about our services, including for marketing purposes. You have the option to opt out of receiving marketing material at any time.

How do we disclose your personal information?

We prioritise the confidentiality and security of your personal information. We do not and will not sell or engage in any transactions dealing with personal information or any patient information.

There are limited circumstances in which we may need to disclose your personal information. We may disclose your personal information to any of our employees, officers, insurers, professional advisers, agents, or subcontractors to the extent that it is reasonably necessary to provide our services to you.

We may from time to time need to disclose personal information if required to do so by law or in response to valid legal requests, including but not limited to court orders, or government regulations.

We may also use your personal information to protect the copyright, trademarks, legal rights, property, or safety of TeleMind or http://telemind.health. This includes taking appropriate measures to prevent fraudulent or unauthorised activities.

In the event of a change of control, sale, or transfer of business assets, we reserve the right to transfer (to the extent we are legally allowed to) our user databases, including any personal and non-personal information contained in those databases. This information may be disclosed to a potential purchaser under a confidentiality agreement. Any disclosure of your personal information will be made in good faith and in accordance with the circumstances outlined above.

By providing us with your personal information, you acknowledge and consent to the terms of this privacy policy and the types of disclosure covered by this Policy. Where we disclose your personal information to third parties, we will request the third party adhere to this Policy in handling your personal information.

How do we secure your personal information?

We are committed to ensuring that the information you provide to us is secure. To prevent unauthorised access or disclosure, we have put in place reasonable physical, electronic, and managerial procedures to safeguard and secure information and protect it from misuse, interference, loss, unauthorised access, modification, or disclosure.

The transmission and exchange of information over the internet or any form of communication is carried out at your own risk. We cannot guarantee the security of any information transmitted to or received from us.

How can you access your personal information?

You have the right to request details of personal information that we hold about you by emailing us at contact@telemind.health. We will promptly process your request and provide you with the relevant information, subject to the provision of the Privacy Act.

In certain circumstances, as defined in the Privacy Act, we may have the right to refuse your request to access specific information.

What rights do you have in relation to your personal information?

You have the right to access your personal information and require us to correct any of your personal information.

Sensitive information

Sensitive information includes information that relates to an individual's health information.

We handle sensitive information with caution and discretion. This information will only be used for the following purposes:

with your prior authorisation and consent;
where required or permitted by law;
to achieve the primary goal for which it was obtained and
for any secondary purpose directly related to the primary purpose, such as providing medical care.

We follow strict privacy protocols and protect sensitive information from unauthorized access, misuse, or disclosure in accordance with the Australian Privacy Principles.

We value your privacy and are committed to keeping your personal information private. Please contact us at contact@telemind.health if you have any questions or concerns about how we handle your personal and sensitive information.

Changes to the privacy policy

Please be aware that we may update, modify, and/or change our privacy policy in the future. We recommend checking back from time to time to review our privacy policy to stay informed about the changes.

Cookies and Pixels

A cookie is a small file in your web browser that collects information about your web browsing history. The use of cookies enables a website to tailor its configuration to your needs and preferences. Cookies do not access information stored on your computer or any Personal Data (for example name, address, email address, or telephone number). While most web browsers automatically accept cookies, you can choose to reject cookies by adjusting your browser settings. However, this may limit your full experience of our website.

Our website uses cookies to analyse website traffic, provide social media sharing and liking functionality, and help us provide you with a better website visitor experience. In addition, cookies and pixels may be used to serve relevant ads to website visitors through third-party services, such as Google Adwords and Facebook Adverts. These ads may be displayed on this website or other websites you visit.

Changes to our Privacy Policy

Please be aware that this Privacy Policy may be subject to change at any time. All changes made will be effective immediately upon publication on our website. We recommend reviewing our Privacy Policy regularly whilst using our website and services.

4. WEBSITE TERMS OF USE

Intellectual Property Rights

Our website contains intellectual property (including copyrights, trademarks, and other proprietary information) owned by TeleMind and third parties.

We and our third-party partners retain all rights, titles and interests in our website and all related content. Nothing you do on or in relation to the website grants you any rights or transfers any ownership to you, including:

the business name, trading name, domain name, trademark, industrial design, patent, registered design, or copyright;
the right to use or exploit a business name, trading name, domain name, trademark, or industrial design; or
any system or process that is the subject of a patent, or copyright (including adaptations or modifications of such systems or processes), owned by TeleMind or any third party.

General information

When you visit our website, http://telemind.health, we may collect certain information including but not limited to browser type, operating system, website visited immediately before coming to our site, etc. This information is used in an aggregated manner to analyse how people use our site and make informed decisions to enhance our user experience and improve our service.

Links to Third Party Websites

Our website may contain links to other websites for your convenience. These links are provided solely for your convenience and do not imply or constitute sponsorship, endorsement, or approval of the linked websites. Please be aware that we are not responsible for the privacy practices or content of such third-party websites. We encourage our users to be aware when they click on a link and leave our website to read and review the privacy statements and terms of use of each linked website, as they may collect and handle personally identifiable information in a different manner. This privacy policy applies solely to information collected by and on this website.

Content and service descriptions

The content and service descriptions provided on our website are intended to be informative and helpful. We do not warrant or guarantee that any of such content available on our website is accurate, complete, reliable, current, or error-free.

We may change or update any content on our website at any time without prior notice. We reserve the right to modify, amend, or remove any content or service descriptions on our website at our discretion.

Reviews and comments

Subject to your compliance with these terms, you may post reviews and comments when visiting our website or social media pages. However, we expect you to adhere to certain guidelines and standards when expressing your opinions or sharing your feedback.

If your reviews or comments contain defamatory, misleading, or false statements or are threatening, aggressive or contains obscenities, or are otherwise contrary to the relevant social media platform’s content or other rules and guidelines, we reserve the right to remove such reviews and comments and revoke your access to our website and social media pages.

We also reserve the right to remove, edit or modify any content that you post on our website.

You acknowledge that any content posted by you on our website or social media pages becomes our property. For this purpose, you are hereby granting us a nonexclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, distribute and display such content in any way we see fit, throughout the world and in any media.

You agree to indemnify us for all and/or any claims made against us resulting from your reviews or comments on our website or social media pages.

You acknowledge that we are not the author of any reviews or comments on our website or social media pages by you or any third party. We shall not be responsible and we do not assume any liability for any content posted by you or any third party.

If you are concerned about any reviews or comments, please contact us at contact@telemind.health

Client account security

For security purposes, you must not share your Client Account login details with anyone else.

If you use this site, you agree to take full responsibility for maintaining the confidentiality of your Client Account and password. Additionally, you agree to restrict access to your computer or device to prevent unauthorised use of your account. You acknowledge and accept that you are solely responsible for all activities that occur under your Client Account or password. Any action taken or information accessed using your account will be attributed to you.

We reserve the right to terminate your Client Account at any time and at our sole discretion.

In the event you are under 18 years of age and wish to purchase an item with a credit card, we will require the consent of a parent or guardian at the time of purchase.

Credit Card Information

We do not store any credit card information that you provide. If payments are made via our website, they are securely managed by our third-party payment gateway vendor in compliance with relevant standards.

Suspending or terminating site access

We may suspend or terminate your access to and use of our website, without notice, if you are found or even suspected to be in breach of these terms.

Viruses

We make every attempt to ensure that the website is free of viruses and other malicious code which may affect your computer systems. However, your access to and use of the website is at your own risk. You must take your own precautions to protect your computer systems against any viruses and other malicious code. We shall not be liable for any damages or losses resulting from viruses or other malicious code that may affect your computer systems.

Cyber security

To protect yourself against potential fraud or unauthorised payment requests, you must take appropriate steps to ensure that any requests for payment purporting to be from TeleMind are genuine, including by calling or emailing us to request confirmation.

If you have any questions or concerns regarding our Terms of Services, Refund Policy, Privacy Policy, or Website Terms and Conditions, please contact us at contact@telemind.health and we will endeavour to respond as soon as possible.

How can I make a complaint?

If you wish to make a complaint related to the TeleMind platform’s technical issues or website functionality, please submit details of your complaint to contact@telemind.health.

We will investigate and respond as soon as possible after receiving written notice of your complaint.

If you wish to make a complaint regarding the services you have received from a practitioner, please contact the healthcare practitioner or their practice directly. Any complaints received by TeleMind relating to a Service provided will be forwarded to the appropriate practitioners for their attention and response.

Changes to Terms and Conditions

We reserve the right to change, modify, and/or update any of these Terms and Conditions from time to time and without prior notice to you. Any changes made to the Terms and Conditions will be published on our website. We recommend that you periodically review the Terms and Conditions on our website.