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Synapsea

Terms of Service

Last updated: 3 June 2026

These Terms of Service ("Terms") govern your use of the services provided by Synapsea Mental Health Pty Ltd (ABN 55 693 455 695) ("Synapsea", "we", "us" or "our") and the website at https://synapsea.com.au. By booking an appointment, completing an intake form, or otherwise using our services, you agree to these Terms. Please read them carefully. If you do not agree, please do not use our services.

All consultations are conducted live via secure video or phone. Completing an intake form or questionnaire does not constitute a consultation and does not guarantee a clinical outcome.

1. Our services

Synapsea provides therapy, professional coaching and ADHD assessment to adults via secure video telehealth. Clinical care is provided by your clinician. The service we provide is the consultation itself. An assessment, diagnosis, written report, treatment plan or referral may be one outcome of a consultation, but is never guaranteed.

Synapsea does not prescribe medication. We are not a prescribing service. An ADHD assessment is a clinical assessment that may lead to advice, a written report, monitoring, or a referral to a GP or other health professional. It does not result in a prescription. We do not advertise specific prescription medicines to the public, in accordance with Australian regulatory requirements.

Professional coaching is a separate, non-clinical service. It is not therapy, diagnosis or treatment, and it is not a regulated health service. Coaching supports goals, habits and focus. Where a clinical concern is identified during coaching, your clinician may suggest moving to therapy or assessment instead.

2. Eligibility and suitability for telehealth

Our services are available to people located in Australia. You must provide accurate identity and contact details so that we can deliver care safely and meet our legal and professional obligations.

Telehealth is not suitable for every concern. Your clinician may recommend in-person care, a GP review, a referral, further investigation or no treatment, depending on your circumstances. If at any point we decide that telehealth is not appropriate for your needs, we will discuss other options with you.

3. Bookings, fees and payment

Session fees are set out at the time of booking and are payable in accordance with the payment terms provided to you. Where you are eligible and hold a valid referral and Mental Health Treatment Plan from your GP, a Medicare rebate may be available for some services. Any rebate is processed after payment of the full session fee. Eligibility for rebates is determined by Medicare, not by Synapsea.

4. Cancellations and rescheduling

We understand that circumstances change. To cancel or reschedule an appointment, please give us as much notice as possible. The following cancellation fees apply:

  • More than 48 hours' notice: no fee.
  • Between 24 and 48 hours' notice: 50% of the session fee.
  • Less than 24 hours' notice, or non-attendance: 100% of the session fee.

Cancellation fees are not eligible for a Medicare rebate. We may waive a cancellation fee at our discretion in cases of genuine emergency or illness.

5. Assessments, recommendations and outcomes

Your clinician provides care based on their clinical judgement and evidence-informed practice. Any clinical assessment, advice or referral follows a live video or phone consultation with your clinician. An intake or screening questionnaire is not a consultation. It does not provide a diagnosis, and it does not guarantee any particular recommendation, diagnosis or outcome. Possible outcomes of a consultation include advice, a written report, ongoing therapy or coaching, a referral, monitoring, lifestyle guidance, or that no treatment is required.

Individual experiences vary, and a session or assessment does not guarantee a particular outcome. Outcomes also depend on your own circumstances and how you engage with the service.

6. Confidentiality and its limits

We treat the information you share with us as confidential and handle your personal and health information in accordance with our Privacy Policy. However, there are circumstances in which we are legally or ethically required to disclose information without your consent, including where:

  • there is a serious and imminent risk of harm to you or another person;
  • we are required to make a notification to protect a child or young person at risk;
  • disclosure is required by law, including a subpoena or court order, or a mandatory notification under section 140 of the Health Practitioner Regulation National Law; or
  • disclosure is otherwise required or authorised by law.

7. In an emergency or crisis

Synapsea is not an emergency service. Your clinician is not available outside scheduled appointments. If you are in crisis, or you are worried about your safety or the safety of someone else:

  • Call 000 or go to your nearest emergency department.
  • Call Lifeline on 13 11 14 (24 hours).
  • Call Beyond Blue on 1300 22 4636 (24 hours).
  • Call 13YARN on 13 92 76 for First Nations support.
  • Call Medicare Mental Health on 1800 595 212 for free advice and connection to services.

8. Your responsibilities

To help us provide safe and effective care, you agree to provide accurate and complete information, to be in a private and quiet location for your video sessions, and to ensure you have a reliable internet connection and a suitable device. Our services are intended for your personal use and the information we provide is not a substitute for advice from your treating GP or other health professionals.

9. Intellectual property

All content on our website and any materials we provide to you (including worksheets, resources and assessments) remain the property of Synapsea Mental Health Pty Ltd or our licensors. You may use these materials for your own personal, non-commercial purposes only.

10. Privacy

Your privacy is important to us. Our collection, use, storage and disclosure of your personal and health information is described in our Privacy Policy, which forms part of these Terms.

11. Liability

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Subject to that, and to the extent permitted by law, we are not liable for any indirect or consequential loss arising from your use of our services or website.

12. Refunds

Our services are professional consultations delivered live, so fees for completed sessions are generally non-refundable. Refunds are at our discretion. Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description.

13. Complaints

If you are unhappy with any aspect of our service, we encourage you to contact us first so we can try to resolve your concern. You can reach us using the details below. If your concern is not resolved, you may also contact:

  • the Australian Health Practitioner Regulation Agency (AHPRA) at www.ahpra.gov.au;
  • the Health Complaints Commissioner in your state or territory; or
  • the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au for privacy-related complaints.

14. Changes to these Terms

We may update these Terms from time to time. The current version is always available on our website, and the "Last updated" date above reflects when they were last changed. Your continued use of our services after any change constitutes acceptance of the updated Terms.

15. Governing law

These Terms are governed by the laws of Australia. The courts of New South Wales, Australia have exclusive jurisdiction over any dispute arising in connection with these Terms.

16. Contact us

If you have any questions about these Terms, please contact us at: