Terms of Service

Effective date: 3 March 2026
Last updated: 3 March 2026

These Terms of Service govern your use of the Alloy Health website and any enquiries, bookings, assessments, therapy, telehealth appointments, reports and related services provided by Alloy Health. By accessing our website, making an enquiry, booking an appointment, or using our services, you agree to these Terms of Service. If you are arranging services for a child or dependent, you confirm that you are authorised to do so on their behalf.

1. About Alloy Health

Alloy Health is a health service provider offering psychology and allied health related services, including assessments, therapy, consultation, telehealth and related professional services. In these Terms, “Alloy Health”, “we”, “us” and “our” means Alloy Health. “You” means any person who accesses our website, makes an enquiry, books or uses our services, including a parent, guardian, carer or authorised representative booking on behalf of a child or dependent.

2. Scope of these Terms

These Terms apply to:

• use of our website
• enquiries by phone, email, website form, social media or other channels
• appointment requests and bookings
• assessments, therapy, consultations and related clinical services
• telehealth services
• reports, letters and other written documents we prepare
• billing, payments, deposits and account administration
• communications between you and Alloy Health.

These Terms should be read together with our Privacy Policy, consent forms, intake forms, fee schedules, invoices and any service-specific terms we provide.

3. Website information only

The information on our website is general in nature and is provided for informational purposes only. It is not medical, psychological, legal or financial advice and is not a substitute for individual professional assessment. You should not rely solely on website content when making decisions about diagnosis, treatment, support needs, schooling, funding, crisis response or legal matters.

4. Eligibility and authority

You must ensure that any information you provide to us is accurate, complete and up to date. If you are booking on behalf of a child or another person, you confirm that:

• you have authority to make the booking
• you are authorised to provide relevant information and consents
• you will inform us of any change to parental responsibility, guardianship, court orders, consent arrangements or contact restrictions.

We may request evidence of authority where needed and may delay or decline services until appropriate authority is confirmed.

5. No emergency or crisis service

Alloy Health is not an emergency or crisis response service. You must not rely on our website, online forms, voicemail, text messages or email for urgent medical, mental health or safety matters. If there is an emergency or immediate risk of harm, call 000 or contact the appropriate emergency department, crisis service or treating medical provider immediately.

6. Enquiries and bookings

Submitting an enquiry or appointment request does not guarantee that an appointment will be offered or confirmed. A booking is only confirmed once we accept it. We may decline, postpone, reschedule or cancel a booking where:

• the requested service is outside our scope
• the matter is not clinically appropriate for our service
• required forms, consents or information have not been provided
• a suitable clinician is unavailable
• there are safety, behavioural, consent or legal concerns
• fees, deposits or prior accounts remain unpaid
• the referral is more appropriately managed elsewhere.

7. Clinical services

Our services may include assessments, therapy, parent consultations, school liaison, case discussions, telehealth, letters, reports and other related professional services. The type, scope, duration and frequency of services will depend on professional judgement, the presenting issues, available information, clinical appropriateness, attendance and clinician availability. We do not guarantee:

• a particular diagnosis
• a specific report outcome
• a therapy outcome
• school, legal, NDIS, Centrelink, insurer or funding outcomes
• eligibility for rebates, funding or third-party support.

8. Assessments

Where you engage us for an assessment, you agree to:

• provide complete and accurate background information
• complete and return requested questionnaires, forms and supporting documents within required timeframes
• attend scheduled appointments
• provide relevant prior reports or records where requested
• participate in the assessment process in good faith.

Assessment conclusions are based on the information available at the time of assessment. If information is incomplete, inaccurate, delayed or withheld, this may affect the assessment process, conclusions and recommendations.

We may decide that an assessment cannot proceed, or cannot be completed, if insufficient information is provided, attendance requirements are not met, consent is incomplete, or clinically relevant circumstances prevent the assessment from being finalised.

9. Reports and letters

Reports, letters and recommendations are prepared for the specific client and for the purpose for which the service was engaged.

Unless otherwise agreed in writing:

• a report or letter is based on the information available at the time
• it may not remain current indefinitely
• it should not be used for a different purpose without our written agreement
• it may not be reproduced, altered or distributed in part in a misleading way.

Reports will only be released once full payment has been received.

Where further review, amendments, re-issue, file review, case conferencing, school liaison, tribunal/court preparation or additional letters are requested, additional fees may apply.

10. Therapy services

Therapy and intervention services are tailored to clinical need and professional judgement.

Progress may vary significantly depending on factors including the client’s presentation, developmental profile, attendance, engagement, parent/carer implementation, support environment, school context and broader clinical or family factors.

We do not guarantee that therapy will achieve any specific result within any particular timeframe.

11. Telehealth

We may offer services by telehealth where appropriate.

By participating in telehealth, you acknowledge that:

• telehealth may not be suitable in every circumstance
• technical, connectivity, device or platform issues may interrupt or affect the session
• you are responsible for ensuring you have a suitable device, internet connection and private environment
• we may determine that an in-person appointment, referral or alternative arrangement is more appropriate.

If a telehealth session is interrupted or unable to proceed due to technical or practical issues, we may reschedule the appointment or otherwise manage the booking in our discretion.

12. Fees

Fees for our services will be advised through our website, quoting process, booking correspondence, fee schedule, consent documentation or invoice.

Fees may apply for, including but not limited to:

• assessments
• therapy sessions
• parent consultations
• telehealth appointments
• reports and letters
• school or third-party liaison
• file review
• case conferencing
• administrative or professional time outside scheduled sessions where applicable.

All fees are payable in accordance with the invoice terms issued by Alloy Health unless otherwise agreed in writing.

13. Deposits

We may require a deposit to secure certain bookings, particularly assessment bookings or other longer or reserved appointments.

Where a deposit is required:

• the amount will be advised to you at or before booking
• the deposit forms part of the overall fee, unless otherwise stated
• the deposit is subject to the cancellation and non-attendance terms below.

The deposit is usually $200, unless a different deposit amount is specified for the relevant service.

14. Payment terms

All invoices must be paid by the due date stated on the invoice.

You are responsible for ensuring timely payment of all invoices, gap fees, cancellation fees and any other charges applicable to your services.

If payment is not made by the due date, we may, to the extent permitted by law:

• issue reminders
• suspend future bookings
• decline to schedule further appointments
• withhold non-urgent reports, letters or other documents
• require upfront payment for future services
• refer the account for debt recovery, with reasonable recovery costs recoverable where permitted by law.

If there is any billing issue, you should contact us promptly so it can be reviewed.

15. Cancellations and rescheduling

We require at least 48 hours’ notice if you need to cancel or reschedule an appointment.

If you provide less than 48 hours’ notice, or if you do not attend an appointment, your deposit will be forfeited.

For most bookings, this means you will lose the deposit paid for the appointment, which is usually $200, unless a different deposit amount applied to that booking and was notified to you.

This clause applies to missed appointments, late cancellations and late rescheduling requests.

We may waive the loss of deposit at our discretion in exceptional circumstances, but we are not required to do so.

16. Non-attendance

If you fail to attend a scheduled appointment without sufficient notice, we may:

• treat the appointment as a non-attendance
• retain your deposit
• require a new deposit before rebooking
• decline to hold future appointments until outstanding issues are resolved.

Repeated non-attendance or repeated short-notice changes may result in discharge from our service or refusal of future bookings.

17. Our cancellation or rescheduling rights

We may reschedule or cancel appointments where reasonably necessary, including due to:

• clinician illness
• emergencies
• safety concerns
• technical issues
• operational issues
• events beyond our reasonable control.

Where we cancel an appointment, we will generally offer a rescheduled appointment or adjust fees as appropriate.

18. Medicare, NDIS and third-party funding

Where Medicare, NDIS, private health insurance, schools, employers or other third-party funding sources are involved, you remain responsible for:

• confirming eligibility
• obtaining referrals, plans, approvals or other required documents
• understanding coverage and limits
• paying any gap, shortfall, excluded service, late fee, cancellation charge or unfunded amount.

Any rebate, funding estimate or administrative assistance we provide is general information only and is not a guarantee that a third party will pay all or part of the fee.

19. Communications

You consent to us communicating with you by phone, SMS, email and other agreed communication methods in connection with appointments, invoicing, service delivery, reminders, forms, reports and administration.

You are responsible for ensuring your contact details remain current.

We aim to respond within a reasonable time, but we do not guarantee immediate responses to phone calls, emails, website enquiries, voicemails, text messages or social media messages.

20. Electronic communications risk

Electronic communications are convenient but are not completely secure.

By communicating with us electronically, you acknowledge the ordinary risks associated with email, SMS, electronic forms, internet-based platforms and telehealth systems, including privacy and cybersecurity risks.

21. Consent to liaise with third parties

Where clinically appropriate and legally permitted, we may communicate with relevant third parties involved in care or support, including:

• parents and guardians
• referrers
• GPs
• paediatricians
• schools
• speech pathologists
• occupational therapists
• psychiatrists
• support coordinators
• other treating professionals or authorised representatives.

We may refuse to liaise with third parties where consent is unclear, the request is outside scope, additional fees apply and have not been accepted, or it is otherwise inappropriate to do so.

22. Privacy

We collect, use, store and disclose personal information, including health information, in accordance with our Privacy Policy and applicable privacy laws.

Our Privacy Policy explains how we manage personal information, how you may request access or correction, and how to make a privacy complaint.

23. Intellectual property

All content on our website and in our materials, including text, branding, logos, forms, templates, reports, graphics and downloads, is owned by or licensed to Alloy Health unless otherwise stated.

You may access and use our website content for personal, non-commercial purposes only.

You must not, without our prior written consent:

• reproduce, distribute or publish our website content for commercial use
• copy, adapt or reuse our forms, resources or report templates
• alter, remove or obscure copyright or proprietary notices
• use our branding, logo or business name in a misleading, deceptive or unauthorised way.

24. Reports and materials not to be altered

You must not alter, edit, crop, selectively reproduce or distribute any report, letter, resource or written document provided by Alloy Health in a way that is misleading or that changes its meaning.

If you wish to share a report or letter with a third party, it should be shared in full unless we agree otherwise.

25. Acceptable website use

You agree not to:

• use the website unlawfully or fraudulently
• interfere with the operation or security of the website
• upload malicious code or harmful content
• attempt unauthorised access to systems or data
• impersonate another person
• use our website in a way that may damage Alloy Health or other users.

26. Third-party platforms and links

Our website and services may use or link to third-party platforms and providers, including payment processors, booking systems, telehealth platforms, email systems, maps, websites and social media services.

We are not responsible for the content, availability, security, privacy practices or terms of third-party services. Your use of those services is subject to their own terms and policies.

27. Limitation of liability

To the maximum extent permitted by law, Alloy Health excludes liability for any indirect, incidental, special or consequential loss arising from or in connection with:

• use of our website
• reliance on general website information
• delays, interruptions or technology failures
• incomplete, inaccurate or outdated information provided by you or third parties
• events outside our reasonable control.

To the maximum extent permitted by law, our liability for any claim arising from the supply of services is limited to the remedies required by law.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified.

28. Australian Consumer Law notice

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, 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 are also entitled to be compensated for any other reasonably foreseeable loss or damage.

29. Suspension, refusal or termination of services

We may suspend, refuse or end services where:

• fees remain unpaid
• required consents are not provided
• attendance is unreliable
• there is abusive, threatening, violent or unsafe behaviour
• the matter is outside our scope, expertise or capacity
• the therapeutic relationship has broken down
• ongoing service is not clinically appropriate
• we are otherwise required or permitted by law to do so.

Where appropriate, we may provide referral suggestions or transition information, but we are not obliged to continue services indefinitely.

30. Changes to fees, services or terms

We may update our services, fees, processes, website content or these Terms from time to time.

The latest version published by us will apply from the date of publication, subject to any rights you may have under applicable law.

31. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be severed and the remainder of the Terms will continue in full force and effect.

32. Governing law

These Terms are governed by the laws of Victoria, Australia.

Any dispute arising in connection with these Terms or our services will be subject to the non-exclusive jurisdiction of the courts of Victoria, Australia.

33. Contact details

Alloy Health

Melbourne, Victoria

Phone: 0422 651 697

Email: systems@alloyhealth.com.au