Delivery & Returns Policy

Delivery Policy

HelloDoc Clinicians provide telepsychiatry and telepsychology services where the advice and information delivered to the patients is provided directly via an online video conference call, and a report sent to the referring doctor. HelloDoc provides services to licensed provider of mental health consultations. Healthcare professionals require the patients to attend the session via video conference either alone, with family/supportive friend etc or with their referring doctor.

HelloDoc Psychiatrists will usually not provide any prescription. Medication advice and management plan will be sent to the referring doctor in a written letter after the consultation. After consultations with HelloDoc Psychiatrist, patients will need to follow up with their referring doctor.It can take anywhere from a couple of days to few weeks for the Psychiatrists to send the reports back to the referring GP.

Payment and Return Policy

HelloDoc Telepsychiatry initial assessments are usually bulk billed for Medicare card holders. (Exceptions to this are where Psychiatrists have nominated private fees for some assessments, for example; ADHD/ADD/ASD assessments, or other complex presentations, where an upfront-out of pocket cost will be charged to patients due to extensive work required for these assessments. Our Psychiatrists strive hard to provide as much Bulk billing services as possible,but it remains at the sole discretion of our Psychiatrists to charge any out of pocket/private costs with any assessments) When booking a telepsychiatry appointment, credit/debit card details will be required to secure your appointment. All the fees if any, will be discussed with you prior to making the appointments. By accepting the terms and conditions, you are agreeing that HelloDoc can charge late cancellation fee or non-attendance (refer below).
HelloDoc Telepsychology charges vary for each therapist, please contact our admin for further information.

Our Clinicians also provides telepsychiatry and telepsychology consultations to private patients/ non-Medicare card holders at a low cost. In this instance, a full payment is required upfront at the time of booking an appointment. To know more about private consultation fees please contact HelloDoc on admin@hellodoc.com.au.

All changes to appointments or cancellations must be made 48 working hours prior to the scheduled appointment. Any changes made with less than 48 hours’ notice or non-attendances will incur a $180 AUD fee( plus surcharge), which will be deducted from the credit/debit card provided at the time of booking the appointment.

Refund will only be offered if there is a problem which is deemed to be due to fault of a HelloDoc Clinician and/or other staff, as defined within our terms and conditions.
For example, if for some reason HelloDoc Clinicians are unable to provide the requested service you will not be charged (bulk billed services) or you will be refunded (private fees). Similarly, if the Clinicians deems you unsuitable for telehealth consultation and recommends further information or recommends face to face consultation, HelloDoc will not charge you (bulk billed services) or offer you refund (private fee).

Admin fee of $40 is payable if any correspondence from HelloDoc’s Clinicians need to be sent to a different practitioner other than than the one who initially referred patient to HelloDoc.

Online appointments can be complicated to set up. Once an appointment is created, this can be rescheduled/changed to another date and depending on the reasons for the chage of appointment, HelloDoc reserves the right to charge admin fee of $25 per appointment change or cancellation (this is different to late cancellation, where the fee will be $180- refer above) .