In brief. Per-session therapy fees are not charged if you cancel at least 24 hours before the appointment; later cancellations and non-attendance are charged at 50% of the fee. If your practitioner cancels, or our platform fails, you are not charged. Group programmes are refunded in full if the group does not run; missed group sessions are not refunded unless your practitioner cancels that session. NDIS-funded sessions follow your NDIS service agreement. Assessment refund terms will be published before assessment opens. Nothing here limits your rights under the Australian Consumer Law.
Effective date: 11 October 2026. Version 2.2.
1. Assessment and care plans (not yet offered)
Assessment and care plans are not yet offered. Their refund terms will be published here before they open.
2. Therapy, counselling and coaching
Per session. No fee is charged if you cancel or move the session at least 24 hours before it starts. Cancellations with less than 24 hours' notice, and non-attendance, are charged at 50% of the session fee; no Medicare rebate applies to that fee, and your practitioner may waive it. If your practitioner cancels, or a fault in the Inner Help platform prevents the session, you are not charged and any fee already taken is refunded in full.
NDIS-funded sessions. Your NDIS service agreement applies. Sessions cancelled with less than 2 clear business days' notice, or not attended, may be claimed from your plan at the full session price where your practitioner could not use the time for other billable work.
3. Group programmes
Group programmes are led by registered psychologists and sold only as a whole, at the programme price of $399 or $480 shown before you enrol. You enrol and complete the intake questionnaire online. You save a card when you enrol, and the programme price is charged when your group is confirmed to run, or straight away if you enrol in a group that is already confirmed (NDIS participants are invoiced through their plan instead).
If the group does not run. A group runs only if at least 5 people enrol. If it does not run, you pay nothing: anything already charged is refunded in full, or you can choose to move to a later start date instead.
Missed sessions. Missed group sessions are not refunded. If your practitioner cancels a group session, we refund that session's share of the programme price (the programme price divided by the number of sessions) or, if you prefer, offer you a replacement session. You can ask to finish a missed module in a later group where a place is available.
4. What is not refundable
Completed sessions, including group sessions you were booked into, unless the service failed to meet a consumer guarantee under the Australian Consumer Law. Costs you pay to other providers, such as your GP or pharmacy.
5. How to cancel or request a refund
Cancel sessions from your account, or email info@innerhelp.com.au or call 1800 841 890 with your name and the email address you booked with. We confirm cancellations in writing within 2 business days. Approved refunds are returned to the original payment method within 10 business days.
6. Your consumer rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. If you believe a service was not provided with due care and skill, tell us and we will review it under our complaints process; you can also contact the bodies listed in section 15 of the terms of service.