Policies
Zeluxe Clinic is a private mental health practice. Our clinicians charge professional fees for consultations and related services. Please note that policies, appointment arrangements, and fees may change as our services develop or administrative costs increase. Any changes help us maintain safe, professional, and sustainable care. Please review this page regularly to remain informed before booking an appointment.
Fee Policy
Fees – Consultation fees depend on the selected clinician, service type, and appointment duration. The fee for an initial assessment may differ from the fee for a follow-up consultation. Psychiatry, psychology, child and adolescent, and online appointments may also have different charges. Our team will confirm the applicable fee before your appointment is scheduled.
Payment of Fees – Initial consultations and online appointments may require advance payment through an approved payment method. Payment for an in-person follow-up appointment is generally required before or at the time of service. Any transaction or payment-processing charges will be explained before payment.
Discounted Services – Discounted or reduced-fee appointments are not guaranteed and depend on the clinician and current availability. If you are experiencing financial difficulty, please discuss suitable options with our team before confirming your booking.
Administration – Administrative work completed outside an appointment, including reports, medical certificates, letters, forms, or applications, may incur an additional fee. Where applicable, the fee will be confirmed and payment may be required before the work begins.
Referral & Rebate Policy
Patients are responsible for keeping their referral documents, insurance information, and other required records valid and up to date. Referral requirements and reimbursement arrangements may vary depending on the selected clinician, service, insurer, and individual circumstances.
To See a Psychiatrist – Patients may be asked to provide a current referral letter from a doctor or medical specialist before their first psychiatric consultation. A new referral may be required after an extended gap between appointments.
To See a Clinical Psychologist – Patients may be asked to provide a referral, care plan, or supporting clinical documents when required for the selected service. Our booking team will explain which documents should be submitted before the appointment.
Insurance Claims – Zeluxe Clinic can provide an invoice or receipt for completed services. However, approval of any insurance claim, rebate, or reimbursement remains the responsibility of the relevant provider. Patients should confirm eligibility directly with their insurer before booking.
Appointment & Cancellation Policy
Appointment Confirmation – Appointment reminders may be sent by SMS, email, or telephone before the scheduled consultation. Please confirm promptly when requested. An unconfirmed appointment may be cancelled or offered to another patient.
Appointment Arrival – Please arrive on time and allow a few minutes for registration or check-in. Arriving late may reduce the time available with your clinician because the original appointment finishing time may still apply.
Cancellations – If you need to cancel or reschedule, please contact Zeluxe Clinic at least 24 hours before your appointment. Late cancellations or missed appointments may result in the full consultation fee being charged unless exceptional circumstances apply.
Late Arrival – If a patient arrives more than 15 minutes late, the clinician may be unable to complete a safe and meaningful consultation. The appointment may be treated as missed or rescheduled, and an applicable fee may be charged.
Follow-up Appointments – Patients are responsible for arranging follow-up appointments in advance. Early booking is recommended because preferred clinicians and appointment times may have limited availability.
Insurance & Workers Compensation Policy
Please contact Zeluxe Clinic before booking if your appointment relates to workplace compensation, insurance assessment, legal proceedings, disability documentation, or a medicolegal report. These services may not be offered by every clinician and require prior approval.
Doctor Communication Policy
Medical Correspondence – Clinicians do not provide medical advice through ordinary email or the general website contact form. Patients with medical questions will be asked to schedule an appropriate consultation with their clinician.
Telephone Communication – A telephone or video consultation must normally be booked before speaking directly with a clinician. Administrative staff may pass on a brief message, but clinical advice, diagnosis, and treatment decisions cannot be guaranteed without an appointment.
Prescription Renewal – Please request prescriptions during your scheduled consultation. If you require a renewal and have not recently attended an appointment, you may be asked to book a review with your doctor. Prescription requests remain subject to clinical assessment and cannot be guaranteed through email or telephone messages.