Cancellation and Fees Policy

Last updated: 12 August 2025

1. Appointment confirmation

The Clinic may send an SMS seven business days before an appointment asking the patient to confirm or cancel. Patients must confirm attendance or cancel if they cannot attend.

2. Cancellation windows and fees

To respect waiting lists and the clinician’s time, the following cancellation fees apply.

• No fee for cancellations at least 48 hours prior to the appointment time, excluding weekends and public holidays.

• 50% of the consultation fee for cancellations between 48 hours and 24 hours prior, excluding weekends and public holidays.

• 100% of the consultation fee for cancellations less than 24 hours prior, excluding weekends and public holidays.
  If sessions are funded by a third party that does not cover cancellation fees, the patient is responsible for the fee.

3. Payments and Medicare rebates

Fees are payable on the day via the Clinic’s secure payment system or other approved methods by negotiated arrangement. Medicare rebates can be processed with a current Medicare card and valid referral. Private health rebates cannot be processed by the Clinic and are typically not applicable for telehealth psychotherapy services. Payment processing may attract a small transaction fee. Current fees are listed on the booking page or can be requested in writing.

4. Card on file

Because demand is high and late cancellations are difficult to fill, patients may be asked to provide valid credit card details prior to their appointment. The card may be used to process on-the-day payments or applicable late-cancellation fees, including for telehealth appointments. If you do not consent to automatic payments with your card on file, please notify the clinic admin on info@crackedcupclinic.com with 2 business days notice.

5. Booking system

The Clinic uses a secure online booking and payment platform. That platform collects and stores certain personal information to provide these services in accordance with its own Privacy Policy. Links to the platform’s privacy statement are available on the booking page.

6. Therapy frequency

Therapy is usually most effective when delivered weekly or fortnightly. The Clinic offers weekly or fortnightly psychotherapy where clinically appropriate. The Clinic does not operate during Queensland school holidays, so weekly therapy is offered as 40 sessions per year and fortnightly therapy as 20 sessions per year.

7. Fees, Medicare rebates and Safety Nets

Service and rebate used in these examples

• Fee charged by the Clinic: $600 per 50-minute psychotherapy or psychiatry session.

• Medicare item claimed: MBS 91830 (consultant psychiatrist video attendance 45 to 75 minutes). Schedule fee $217.50. Standard Medicare benefit 85% = $184.90. Extended Medicare Safety Net cap for this item $500.00. www9.health.gov.au

How the Medicare Safety Nets help

• Original Medicare Safety Net (OMSN): once your annual “gap” total reaches $576, Medicare pays 100% of the MBS schedule fee for the rest of the calendar year. The gap is the difference between the schedule fee and the standard benefit. mbsonline.gov.auServices Australia

• Extended Medicare Safety Net (EMSN): once your annual out-of-pocket total reaches the threshold, Medicare pays 80% of your out-of-pocket on eligible services for the rest of the year, subject to any item-specific cap. 2025 thresholds are $2,615.50 for most individuals and families, and $834.50 for concession cardholders or families eligible for Family Tax Benefit Part A. mbsonline.gov.auServices Australia

What this means for a $600 session with item 91830

• Before EMSN is reached, the standard rebate is $184.90, so the out-of-pocket is $415.10 per session. www9.health.gov.au

• After EMSN is reached and before OMSN, the EMSN pays 80% of your out-of-pocket, which is about $332.08, leaving about $83.02 to pay per session. This is below the $500 EMSN cap for item 91830. www9.health.gov.au

• After OMSN is also reached, the standard rebate increases to 100% of the schedule fee ($217.50), so the out-of-pocket becomes $382.50 and EMSN pays 80% of that (about $306.00), leaving about $76.50 per session. www9.health.gov.auServices Australia

Typical timing across a year of therapy

• With the $600 fee, the EMSN is usually reached by session 8 for general thresholds, and by session 4 for concessional or FTB-A families. The OMSN is usually reached by session 3. Thresholds reset on 1 January each year and apply to out-of-hospital services only. Services Australia