FEES & PAYMENTS
Billings Policy
How fees, payments, Medicare rebates, bulk billing, cancellations and refunds work at HelloDoc. We commit to a clear billing policy and upfront terms so you can focus entirely on your health.
Last updated: 10 August 2026
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Please Read Carefully
HelloDoc is a private billing practice. Fees must be paid in full before your telehealth consultation. Medicare rebates are processed on your behalf if you hold a valid Medicare card and referral.
1. Overview & Scope
All HelloDoc consultations are delivered via online video conference call. You may attend your session alone, with family or supportive friends, or with your referring doctor. By booking an appointment, you agree to the terms outlined in this policy.
2. Consultation Fees
HelloDoc is a private billing practice. Our administration team will help you understand the cost of your appointment before you attend. Patients who do not hold a Medicare card, or whose assessment isn’t eligible for Medicare rebates, will be charged privately, with full payment required at the time of booking.
3. Payment Methods
Fees can be paid by credit card, subject to a 1.7%-2.4% surcharge, or by bank transfer at no additional cost. If paying by bank transfer, you’ll need to provide a screenshot of the completed payment as proof.
4. Medicare Rebates
Medicare rebates are available where applicable. Please note that Medicare rebates do not apply to administration fees, cancellation fees, or non-attendance charges.
5. Bulk Billing Eligibility
Bulk billing is available only for an initial general adult psychiatric assessment for rural area patients, where item number 291 has not been billed by any psychiatrist in the 365 days prior, and is offered solely at the discretion of our psychiatrists and administrative team.
Bulk billing does not apply to:
- Review appointments
- Complex assessments (including ADHD, ADD and Autism Spectrum Disorder)
- Legal reports and other assessments triaged as "complex" by our team
- Assessments for metropolitan area patients
These appointments will continue to be privately billed, with Medicare rebates applied where eligible.
6. Deposits & Prepayments
A deposit is required at the time of booking. The remaining fee is due 3 business days before your appointment to ensure funds are cleared in time, and Medicare rebate claims can be processed promptly.
Non-payment will result in cancellation of your appointment, and a cancellation fee will apply.
7. Cancellations & Refunds
We ask that you notify us of any rescheduling or cancellation at least 2 full business days before your scheduled appointment (the appointment day itself doesn’t count toward this notice period). All cancellation or rescheduling requests must be made in writing to admin@hellodoc.com.au.
- With the required notice: an administration fee of $25 (plus card surcharge) applies.
- With less than 2 business days’ notice: no refund is provided.
- Complex reports and assessments (including ADHD/ASD and medico-legal reports) are non-refundable if cancelled, regardless of notice given.
- Non-attendance: if you don’t attend your appointment, including due to technical issues on your end, the full fee is forfeited. If you haven’t joined within 15 minutes, our team will attempt to contact you; if you’re unreachable, it will be treated as a no-show.
- There are no refunds for attended appointments, regardless of outcome.
Outstanding debts will be formally registered under your name, and we reserve the right to initiate debt recovery, with any associated costs added to the total amount owed.
8. Correspondence & Reports
Following your consultation, your treating psychiatrist will typically send a comprehensive letter to your referring doctor, usually within approximately two weeks, though timing may vary. You’ll receive an email once it’s been sent. Some assessments require multiple appointments, in which case the report won’t be available until the full assessment is complete.
Requests to transfer your report to a different healthcare practitioner after your consultation incur a $40 administration fee and require a signed Consent to Transfer form.
9. Billing Questions & Disputes
For any questions about fees, payments or your invoice, please contact our administration team at admin@hellodoc.com.au or call 1300 959 942.
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