In brief. Inner Help is the platform through which independent practitioners provide therapy, counselling and coaching to Australian adults by video. You contract with Inner Help for the platform and with your practitioner for your care. Therapy is per session at the practitioner's published fee. Where you have a Mental Health Treatment Plan and your practitioner is eligible, we email you a receipt and you claim the Medicare rebate yourself; Inner Help does not lodge Medicare claims or bulk bill. Group programmes are led by registered psychologists and sold at a single programme price. Cancel a session free up to 24 hours before; later than that, or if you don't attend, 50% of the fee applies. Assessment and care plans are not yet offered. Nothing here limits your rights under the Australian Consumer Law.
Effective date: 11 October 2026. Version 2.2. By booking or using the service you agree to these terms, our privacy policy and our refund and cancellation policy.
1. Who we are
The service is operated by Inner Help Pty Ltd, ABN 60 637 878 383, of Level 7/222 Exhibition St, Melbourne VIC 3000. In these terms "we", "us" and "Inner Help" mean Inner Help Pty Ltd. "You" means the person using the service. "Your practitioner" means the practitioner you are matched with or book.
2. How Inner Help works
Inner Help provides the platform: matching, booking, payment, the video room, records storage, messaging and a clinical governance framework that every practitioner on the platform agrees to work within (published at /clinical-governance/). Your care is provided by an independent practitioner who is responsible for their own clinical decisions and holds their own professional indemnity insurance. Inner Help does not provide clinical care.
This means you have two relationships. With Inner Help, these terms govern the platform, bookings, payments and your account. With your practitioner, a client-practitioner relationship governs your care, under their professional obligations. Inner Help collects your payment as your practitioner's agent and pays them.
3. Who the practitioners are
Practitioners on Inner Help are one of three kinds, and each profile says which:
- Registered health practitioners (psychologists, psychiatrists, occupational therapists, speech pathologists): registered with Ahpra, whose register you can check at ahpra.gov.au. Inner Help only accepts practitioners with general registration and no conditions requiring supervised practice.
- Association-registered practitioners (counsellors and psychotherapists with the ACA or PACFA, mental health social workers with the AASW, art therapists with ANZACATA, music therapists with the AMTA): not Ahpra-registered, but members of a professional association with its own standards and complaints process. In Victoria they are also bound by the general code of conduct for health service providers.
- Coaches (ADHD and autism coaches): not registered health practitioners. Coaching is not therapy and is not eligible for Medicare or private health fund rebates.
We check registration, membership and insurance when a practitioner joins and periodically afterwards. Some practitioners show lived experience of ADHD, autism or neurodivergence on their profile; that is optional and is not a professional qualification.
4. Eligibility
To use the service you must be 18 or over, located in Australia at the time of each appointment, able to attend by video, and able to verify your identity. Some clinical situations mean telehealth is not suitable, and your practitioner may tell you so and help you find other care; these situations are described at /clinical-governance/.
5. Services not yet offered
ADHD and autism assessment, ongoing care plans and medication management are not offered at the date of these terms. When they open, their fees, terms, refund rules and the position if a diagnosis is not made will be published here and on the pricing page before any booking is taken, and the waitlist will be told. Nothing in these terms obliges Inner Help to provide those services before then.
6. Fees and payment
Per session. Each practitioner sets their own session fee, shown on their profile and before you book. When you book you save a card; nothing is charged until after the session, when Inner Help charges the fee to that card on your practitioner's behalf and emails you a receipt. Some practitioners offer concession rates; their profile says so. Inner Help does not bulk bill.
Group programmes. Inner Help runs small group programmes by video. Every group is led by a registered psychologist. A programme is sold only as a whole, at its programme price of $399 or $480 as shown on the programme page and before you enrol; single group sessions are not sold. You enrol and complete the intake questionnaire online; there is no phone or video intake call. When you enrol you save a card and agree to these terms. The programme price is charged to that card when your group is confirmed to run, or straight away if you enrol in a group that is already confirmed. A group runs only if at least 5 people enrol. Self-managed and plan-managed NDIS participants may pay from their plan, in which case we invoice the plan instead of charging a card.
Fee changes. A practitioner may change their fee with 14 days' notice; the new fee applies to new bookings only. A change to a programme price does not apply to a programme you have already enrolled in.
7. Medicare
Where you hold a valid referral and Mental Health Treatment Plan from your GP (or a referral from a psychiatrist or paediatrician) and your practitioner is Medicare-eligible, the session may attract a Medicare rebate. You pay the full fee and we email you a receipt showing your practitioner's name and provider number, the Medicare item and the amount paid. You claim the rebate yourself with that receipt, in the Medicare app, online or at a Services Australia service centre, and Medicare pays it into your bank account. Inner Help does not lodge Medicare claims on your behalf and does not bulk bill. Rebates are limited to the number of sessions on your referral and the annual cap (currently 10 individual sessions a calendar year). No rebate applies to late cancellations, missed sessions, or sessions with counsellors, psychotherapists or coaches. A session funded by your NDIS plan cannot also be claimed from Medicare.
8. NDIS
If you are a self-managed or plan-managed NDIS participant you may pay for sessions from your plan. We will enter into an NDIS service agreement with you, issue NDIS-compliant invoices, and follow the NDIS Code of Conduct. Inner Help is not a registered NDIS provider, so agency-managed participants cannot use their plan for Inner Help sessions. The cancellation terms in your NDIS service agreement apply to NDIS-funded sessions instead of section 9.
9. Cancellations and missed sessions
You can reschedule or cancel a session free of charge up to 24 hours before its start time, from your account or by contacting us. If you cancel with less than 24 hours' notice, or do not attend, Inner Help charges 50% of the session fee to your saved card on your practitioner's behalf. No Medicare rebate applies to that fee, and your practitioner may waive it. The same rule applies to every practitioner on Inner Help. If your practitioner cancels, or a fault in the Inner Help platform prevents the session, you are not charged and we will offer a new time or refund any fee already taken. You see this rule before you confirm a booking and in your confirmation and reminder messages.
Group programmes. If a group does not run, for example because fewer than 5 people enrol, you pay nothing: anything already charged is refunded in full to your card, or you can choose to move to a later start date instead. Missed group sessions are not refunded, unless your practitioner cancels that session, in which case 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. The 24-hour rule above does not apply to group sessions. Nothing in this section limits your rights under the Australian Consumer Law.
10. Appointments
Appointments are by video in the Inner Help video room at the time you book. Please be in a private place in Australia with a stable connection. Sessions are not recorded unless both you and your practitioner have agreed to AI note-taking for that session, which you can decline or stop at any time without any effect on your care (see the privacy policy).
11. Telehealth limits and emergencies
Telehealth has limits. Your practitioner cannot examine you physically and may ask you to see your GP or attend somewhere in person for some checks. Inner Help is not an emergency or crisis service. If you are at risk of harm, call 000. For support at any hour, call Lifeline on 13 11 14 or the Suicide Call Back Service on 1300 659 467; 13YARN (13 92 76) is available for Aboriginal and Torres Strait Islander people. If your practitioner believes you or someone else is at risk they may contact emergency services or your emergency contact.
12. Your account and conduct
Keep your sign-in details private and tell us if you think someone else has used your account. Give us accurate information, including about your identity, your Medicare or NDIS details where relevant, and anything that affects your safety. Treat practitioners and staff with respect; we may end an account for abusive, threatening or fraudulent conduct, after warning you unless the conduct is serious, and we will tell you why.
13. Privacy
We handle your information under our privacy policy at /legal/privacy/, which explains what we collect, that your clinical records are stored in Australia, which services process limited information overseas, how AI note-taking works, how matching works, and your rights to access and correct your information. Your practitioner also holds records about you under their own obligations. We write to your GP only with your consent, except where the law requires disclosure.
14. Liability
Our services come with guarantees under the Australian Consumer Law that cannot be excluded, including that they will be provided with due care and skill and be fit for purpose. Nothing in these terms excludes, restricts or modifies those guarantees or any other right you have under law.
Subject to that, and to the extent the law allows: Inner Help is responsible for the platform, matching, booking, payment and records services it provides, and for its own negligence; your practitioner is responsible for the clinical care they provide and for their own clinical decisions, and holds professional indemnity insurance for that purpose; and Inner Help's liability to you for loss connected with the platform is limited to the greater of the amount you paid for the service concerned and $500, except for liability for death or personal injury, for Inner Help's own negligence or breach of privacy law, or that the law does not allow to be limited. Information on this website is general and is not a substitute for advice from your own clinician.
15. Complaints
If something goes wrong, tell us first at info@innerhelp.com.au or 1800 841 890. We acknowledge complaints within 5 business days and aim to resolve them within 30 days under our complaints process at /clinical-governance/. You can also complain to: Ahpra (ahpra.gov.au) about a registered health practitioner; the practitioner's professional association about an association-registered practitioner; the Victorian Health Complaints Commissioner (hcc.vic.gov.au, 1300 582 113) about any health service, including counsellors and coaches, or the equivalent commissioner in your state; the NDIS Quality and Safeguards Commission (1800 035 544) about NDIS-funded supports; the Office of the Australian Information Commissioner about privacy; and Consumer Affairs Victoria or your state's fair trading body about consumer issues. Complaining does not affect your care.
16. Changes to these terms
We may change these terms, including fees, by publishing the updated version at this address and giving current clients at least 30 days' notice by email. A change does not apply to a session already booked or a group programme you have already enrolled in. If you do not agree to a change you may cancel before it takes effect.
17. Governing law
These terms are governed by the laws of Victoria, Australia. Nothing in this clause prevents you from relying on the consumer protection laws of the state or territory where you live.
18. Contact
Inner Help Pty Ltd, Level 7/222 Exhibition St, Melbourne VIC 3000. Phone 1800 841 890. Email info@innerhelp.com.au. Or use the contact page.