Online Psychology Terms of Service

Effective Date: 13^th of October, 2026.

Amplar Health Online Psychology (“AHOP”) is made available by Medibank Health Solutions Telehealth Pty Limited (ABN 40 069 396 792) trading as Amplar Virtual Health (“Amplar Virtual Health“, “we” or “us“). The platform and services constituting AHOP are provided by Mirror Pty Ltd (ABN 60 635 629 364) (“MyMirror”).

AHOP is not an emergency service. If you need urgent help, please call 000 or Lifeline on 13 11 14.

These Terms of Service (“Terms”) describe how Amplar Virtual Health provides consumers, including Members and non-Members as defined in clause 1 (“you”), with access to AHOP and online psychology consultations with Practitioners (the “Services”) using an online platform through which you can book and receive online access to the Services (“Platform”). Amplar Virtual Health has engaged MyMirror to operate the Platform and deliver the Service.

Please read these Terms carefully before accessing the Platform or Services and do not use the Platform or Services if you do not agree to these Terms. By accessing the Platform or Services, you acknowledge and agree to these Terms.

Amplar Virtual Health may vary these Terms at any time by written notice to you before a change becomes effective. It is your responsibility to read any such notice, and/or check the Terms whenever you access the Platform. Each time you access AHOP, the Platform or use the Services, you will be taken to be agreeing to these Terms. If you are not happy with a variation to these Terms, you may cease using AHOP.

Amplar Virtual Health’s role in facilitating your access to the Platform and Services does not extend to operation of the Platform, the provision of clinical advice or services, directing the manner in which the Services are delivered or accepting responsibility for clinical outcomes or advice otherwise provided by a Practitioner. The Platform and Services are provided solely by MyMirror and their provision is separately subject to terms that apply between you and MyMirror (refer below).

These Terms contain important information about your rights and responsibilities, including information that limits our liability to you. By using the Service and the Platform, you agree to be bound by the:

• Terms;
• Terms | My Mirror; and
• Privacy Policy | My Mirror.

Failure to materially comply with these Terms may result in us suspending or terminating your access to the Platform and/or Services.

1. Eligibility

The Services are available to:

• Medibank members aged 12 years and over who hold an active Medibank health insurance policy;
• ahm members aged 12 years and over who hold an active ahm health insurance policy;
• current patients of a MyHealth Clinic aged 12 years and over, regardless of whether or not you are an ahm member or Medibank member

(together, “Members”); and

• consumers aged 12 years and over who are not Members, who may access the Services at the standard rates set out in clause 2.2 (“Non-Members”).

1.1 Age Restrictions and Parental Consent

We may accept referrals for consumers under 18 years of age if they are referred from the Medicare Mental Health Care service and meet relevant service suitability criteria.

By using or engaging with AHOP, you acknowledge and agree that:

• you are not under 12 years of age; and
• if you are aged between 12 and 18 years of age, you have obtained your parent’s or legal guardian’s permission to use or engage with the AHOP.

We may require additional verification of identity and parental or guardian authority before Services are provided.

2. Pricing

Consumers referred through the NSW Medicare Mental Health Care service are not charged for Services covered under that program. The pricing and billing terms set out in clauses 2 and 3 do not apply to those Services.

2.1 Members Pricing (Medibank, ahm and MyHealth)

1. For Members with a current Mental Health Treatment Plan are eligible to receive a 50 minute session with a general psychologist (subject to Medicare requirements) will be invoiced at a rate of $200, with a Medicare rebate of $101.55 leaving an out of pocket cost of $98.45.Members without a Mental Health Treatment Plan, or who are otherwise not eligible for a Medicare rebate, will also be charged a general psychologist rate of $200, but will be unable to claim any Medicare rebate.
2. Members may access couples therapy services consisting of an 80-minute session with a general psychologist, invoiced at a rate of $380 per couple. Medicare rebates are not applicable, and the full session fee is payable at the time of consultation.

2.2 Standard Consumer Pricing

1. For Non-Members with a current Mental Health Treatment Plan are eligible to receive a 50 minute session with a general psychologist (where applicable under Medicare item requirements) will be invoiced at a rate of $245, with a Medicare rebate of $101.55 leaving an out of pocket cost of $143.45.Non- Members without a Mental Health Treatment Plan, or who are otherwise not eligible for a Medicare rebate, will also be charged a general psychologist rate of $245, but will be unable to claim any Medicare rebate.
2. Non-Members may access couples therapy services consisting of an 80-minute session with a general psychologist, invoiced at a rate of $380 per couple. Medicare rebates are not applicable, and the full session fee is payable at the time of consultation.

2.3 Duration of the pricing

The pricing in clause 2.1 and 2.2 is effective from 13 October 2026 and may be amended or ended at any time by written notice to you before the change becomes effective.

The general cancellation terms in clause 3.3 apply to bookings under this offer.

2.4 Terms applicable to existing and new consumers

The rates outlined in clauses 2.1 and 2.2 are the new rates that are applicable to all consumers. Any consumer who previously received different pricing will transition to the rates set out in clauses 2.1 and 2.2 from the effective date of these Terms. All appointments booked on or after that date will be charged at the rates outlined at clauses 2.1 or 2.2, as applicable.

3. Billing Terms

The billing terms below do not apply to consumers referred from the NSW Medicare Mental Health Care service. Please confirm with your referrer for eligibility.

3.1 Overview of Pricing and Medicare Eligibility

1. You understand that the provision of Services through the Platform will incur costs payable by you.
2. The standard rates for each consultation with a Practitioner are those outlined in clauses 2.1 and 2.2 and are available on our Website. The amount payable for each Service provided to you will be notified to you at the time of booking. You should consider any applicable costs before booking an appointment with a Practitioner.
3. You may be eligible to receive Medicare benefits for some Services if you:
   1. have a valid referral and current Mental Health Treatment Plan in accordance with Medicare requirements; and
   2. provide any documentation reasonably required to support a Medicare claim.

If eligible, you may lodge your claim directly with Medicare, or you may authorise us or MyMirror to lodge a claim on your behalf after payment is processed.

3.2 Payment Details

1. You confirm and agree to use only credit cards or other payment means approved by MyMirror (collectively “Payment Means”) which you are duly and fully authorized to use, and that all payment related information that you provided and will provide in the future, to or through the Website, is accurate, current and correct and will continue to be accurate, current and correct.
2. You must pay the applicable consultation fees no later than the day upon which the Service is received by you. Such payment will typically occur in accordance with clause 3.6b).
3. MyMirror will collect, store and process payment using Your Payment Card details.
4. If you have any queries or concerns regarding payment options, or wish to vary your payment details, you must contact MyMirror at least 48 hours before a scheduled appointment.
5. For successful payments, MyMirror will send you an invoice and receipt confirming payment to the email address you have provided.
6. If your nominated payment method fails following a completed session, your upcoming sessions will be cancelled and you will be suspended from making new bookings until payment has been finalised.

3.3 Cancellation Fees

Cancellation by MyMirror

1. MyMirror reserves the right to cancel or re-schedule consultations, change venues or substitute Practitioners at its discretion. Generally, this would occur due to unavailability or unforeseen circumstances. Where this occurs, you are entitled to cancel the session.
2. Refunds will be processed within 2-5 days and will be issued by cheque or EFT.

Cancellation by consumer

1. All requests for refunds for late cancellations must be made in writing. Where you cancel a confirmed consultation booking, the following terms apply:
   1. cancellations notified 48 hours or more prior to the appointment, no cancellation fee incurred;
   2. If you cancel less than 48 hours before your appointment a, fee equal to 50% of the full session cost is required
   3. If you cancel less than 24 hours before your appointment a, fee equal to 75% of the full session cost is required
   4. Whereby the consumer has not attended an enrolled booking (“no show”), a charge to the full session amount will be processed and no refund or transfers will be approved.
   5. We may waive the cancellation fee in exceptional circumstances at our discretion, including where you are unable to attend due to circumstances beyond your reasonable control. Cancellation and no show fees are not eligible for Medicare rebates.
   6. If you have been referred from the NSW Medicare Mental Health Care service, and you have failed to attend two or more appointments without notice, you may no longer have access to rebooking privileges and will be referred back to the Medicare Mental Health Phone Line.

3.4 Matching Guarantee Offer

MyMirror may offer a discount to consumers who wish to change psychologists after their 1st or 2nd session. The offer is subject to the following conditions:

1. Eligibility: The offer is only available to:
   • consumers who are eligible for a Medicare (MBS) rebate; and
   • full fee-paying private consumers.

   To be eligible, a consumers must have already completed their 1st or 2nd session with the initial psychologist before they can use the offer for the 2nd or 3rd session with another MyMirror psychologist.

   The offer can only be used once per consumer.

2. Reduced Fees and Bulk billing:
   1. For Medicare (MBS) rebate eligible consumers, the session with the new psychologist will be bulk-billed.
   2. For private fee-paying consumers there will be a discount code provided to apply at checkout. The value of the applicable discount is determined at the point of checkout.
3. Restrictions: The offer cannot be combined with any other offer. The offer is only valid for sessions with a psychologist that the consumer has not previously seen.
4. Cancellation and No-Show Policy: The cancellation and no show provisions set out in clause 3.3 apply to appointments booked under the Matching Guarantee Offer.
5. Redemption: For bulk-billed sessions, the offer must be redeemed against a valid Mental Health Treament Plan. My Mirror reserves the right to verify the eligibility of the consumer for the bulk-billed session.
6. Disclaimer: My Mirror reserves the right to modify or terminate the offer at any time on 30 days notice.

By accepting the Matching Guarantee Offer, the consumer agrees to these Terms.

3.5 Further Payment Terms

1. If you are eligible for Government/Medicare rebates for services provided by MyMirror, you can process your claim directly via Medicare after you receive your session invoice. We make no warranties and provide no guarantees as to the accuracy, timing or success of rebate applications you process and by agreeing to these Terms you are hereby indemnifying MyMirror and its employees, agents and authorised officers against all loss, damage, injury, claims and objections as a result of any attempt by you to claim a Government / Medicare rebate.
2. In order to claim Medicare rebates for psychological services, you will need a valid referral from a GP. Please refer to the Medicare website to determine whether you are eligible for Medicare rebates.
3. Where you are eligible for a private health insurance benefit, the benefit may be deducted from the consultation fee at the time of payment. Where this occurs, you will be responsible for paying any remaining amount not covered by your insurer.
4. You are solely responsible for maintaining the accuracy of your Medicare details and/or private health insurance details, including any bank accounts to receive rebates and up to date details for any Mental Health Care Plans. Amplar Virtual Health disclaims any and all liability for claims or payments which cannot be processed due to incorrect information provided by you.
5. If you believe you have been incorrectly charged for a Service, or you have any other concern or complaint relating to the Service, please contact us at 02 9090 4730 or amplarhealth@mymirror.com.au. We will seek to respond to your concern or complaint within 10 days of receipt and will endeavour to resolve such concern or complaint with you.

3.6 Payment Authorisation

By proceeding to book a consultation through AHOP, you agree to Amplar Virtual Health and MyMirror:

1. running an authorisation check to confirm the validity of Your Payment Card and availability of funds to pay for your appointment;
2. billing the card for the entire fee applicable to the Service following the completion of the Service; and
3. deducting a Cancellation Fee, if applicable.

4. Platform and Service

1. Platform, systems and all information relating to the service are maintained by MyMirror.
2. The Services are provided to you by MyMirror through the use of the Platform, online booking, and video conference systems. MyMirror is solely responsible for the operation of the Platform.

5. Accessing the Online Video Conference Systems

1. To access the Services, you must use the online video conferencing system hosted by MyMirror. Prior to your appointment, you will be sent a text message with a link to the video conference with your treating Practitioner. If for any reason you cannot access the video conference, the Practitioner will deliver your consultation by phone.
2. By accessing the link for the video conference, you represent and warrant that you are the individual identified for the appointment. MyMirror/the Practitioner is entitled to assume (and we will assume) that you are the user whenever your details are used to access the Services.
3. By providing your mobile number you are agreeing to be contacted by or on behalf of MyMirror, Amplar Virtual Health or a Practitioner at the mobile number you have provided, including calls and text messages, for the purpose of receiving communications relating to the Services, including the text messages described in this clause 5.
4. You are responsible for keeping your mobile phone details listed with us up to date in order to access the Services.

6. Privacy

MyMirror collects your personal information in order to provide the Services. Without this information, MyMirror cannot provide the Services. By accessing AHOP, the Platform or utilising the Services you agree to the collection, use and disclosure of your personal information in accordance with My Mirror’s Privacy Policy.

For details on accessing or correcting your information and MyMirror’s complaint procedures, visit Terms | My Mirror. The MyMirror Privacy Policy provides more information about how MyMirror may disclose personal information to other entities.

MyMirror does not share personal information with Amplar Virtual Health except in the limited circumstances of reporting incidents or where necessary for Amplar Virtual Health to comply with its legal obligations and administer the Services or for the purposes of billing to third parties, where relevant. This reporting, including information disclosed to Amplar Virtual Health for billing purposes, may include details about you and health services provided to you.

You hereby consent to the collection, use and disclosure of this information by Amplar Virtual Health and acknowledge that such information will be handled in accordance with Amplar Health’s privacy policy.

Cookies and Similar Technologies

We may use cookies and similar technologies, such as pixels and analytics tools, to support the operation of the Website and Platform, improve functionality and user experience, understand how the Website and Platform are used, maintain security, and support reporting and service improvements. These technologies may collect information about your device, browser, usage patterns and interactions with the Website or Platform. You can manage certain cookie preferences through your browser settings; however, disabling cookies may affect the functionality of the Website or Platform.

Location Information

The Website or Platform may access or use location information where location services are enabled on your device or where location information is otherwise provided by you. Location information may be used to support service delivery, improve your experience, verify service availability, or provide relevant content and functionality. The collection and use of location information will depend on your device settings and permissions. We may collect and retain location information in accordance with our Privacy Policy where reasonably necessary to provide and improve our services.

7. Liability and Disclaimers

7.1 Disclaimer of warranties

1. Subject to any rights under law which cannot be excluded (including under the Australian Consumer Law), Amplar Virtual Health makes no warranties or representations with respect to operations of, or information contained on, the Platform or with respect to the provision of the Services. We do not guarantee the security or confidentiality of information available through the Platform.
2. Access to the Services and other content through the Platform may not be suitable for you. You should make and rely upon your own assessments and enquiries to verify such suitability. The Platform and Services are not intented to be accessed outside Australia.
3. Amplar Virtual Health does not represent or warrant that any files displayed or obtained from or through this Website, or any other website linked to it, including the Platform, are free from computer viruses or other defects. Any such files are provided, and may only be accessed or used, on an ‘as is basis’. Subject to any rights under law which cannot be excluded (including under the Australian Consumer Law), Amplar Virtual Health does not warrant that your use of the Website or Platform will be uninterrupted or free from errors, faults or inaccuracies.
4. The Website and Platform may include links to third party websites and services. We do not warrant the accuracy of any hypertext links provided on the Website or Platform, nor the suitability or accuracy of any content located at those links. You should make and rely upon your own assessments and enquiries to verify the accuracy of the information provided.
5. We do not guarantee the delivery of communications over the internet as such communications rely on third party service providers.
6. The exchange of information electronically is vulnerable to interception by third parties, and we do not guarantee the security of the Website or Platform or that it will be free from any virus or other potentially harmful programs.
7. Subject to any rights under law which cannot be excluded (including under the Australian Consumer Law), we will not be liable in the event that the Website or Platform or the full functionality of the Website or Platform is unavailable to you for any reason or where you are unable to access the Services, including due to network or hardware downtime attributable to malfunctions, upgrades, preventative or remedial maintenance activities or interruption in telecommunications supply.

7.2 Limitation of Liability of Amplar Virtual Health

1. Subject to any rights under law which cannot be excluded (including under the Australian Consumer Law), Amplar Virtual Health and its officers, employees and agents accept no liability for, and you release them from any liability for, any loss, damage, illness or injury (including any loss of profits or income, business interruption or loss or corruption of data or other information) arising from:
   1. any act of Amplar Virtual Health or its representatives which was carried out in good faith;
   2. any act or omission of any third party;
   3. any inaccurate or incorrect third-party information or materials;
   4. any inaccurate or incorrect information provided by you;
   5. your access or use of the Platform or Services;
   6. any delay or interruption in access to or use of the Platform, Website or Service or websites or applications linked from the Platform or Website, or Services;
   7. any interference, loss, damage or disruption to your own smartphone or other device;
   8. the information on the Platform or Website, or on any websites or applications linked from the same being incorrect, incomplete or misleading;
   9. any event or circumstance beyond our reasonable control; or
   10. any breach of these Terms, negligence, default, fraud or dishonesty by you,

   unless caused or contributed to by the negligence or fraud, or deliberate misconduct of Amplar Virtual Health or its officers, employees or agents.

2. To the greatest extent permitted by applicable law, Amplar Virtual Health will not be liable to you for any direct or indirect lost profit, loss of opportunity, incidental, consequential or special damages, howsoever the loss is caused and regardless of whether it was foreseeable or not.
3. Nothing in these Terms is intended to limit or exclude any non-excludable warranty or condition under applicable law, including in the Australian Consumer Law.

8. General

1. Proper Use of the Website, Platform and Services
   1. You agree to use the Services, Website and Platform in good faith in accordance with these Terms and applicable laws.
   2. When using the Website or the Platform to access the Services, you must not engage or attempt to engage in any activities that:
      1. disrupt, impair, alter or otherwise interfere with the functions, features, Services, Website or Platform;
      2. violate any applicable local, state, federal or international law, principles of law or equity established by decisions of courts and statutes, regulations or by-laws of the Commonwealth of Australia, or any State or Territory of the Commonwealth of Australia or a government agency;
      3. introduce or allow the introduction, transmission, distribution or uploading of any virus or other potentially harmful programs, materials, information or malicious code into the Website, Platform or any related network;
      4. remove any Amplar Virtual Health or Medibank copyright, trademark or other proprietary rights notices contained on the Website or Platform;
      5. reverse engineer, decompile, disassemble, or otherwise attempt to discover the source code, object code, or technology of or underlying the Website or Platform;
      6. copy, reproduce, modify, adapt, transform, translate or create derivative works based on AHOP;
      7. circumvent any access or usage limits or other timing, use or functionality restrictions built into or that otherwise may apply to AHOP;
      8. access or use AHOP for the purpose of building a product or service with similar ideas, features, functionality, or capabilities as AHOP;
      9. use AHOP to submit, provide or upload false or misleading information or information that may be false or misleading;
      10. threaten the integrity of the AHOP;
      11. harvest or collect information about the Services or users; or
      12. result in the placement, posting, uploading of, linking to, sending, storing or otherwise communicating or distributing in any way content that is (or is likely to be considered) inappropriate, defamatory, abusive, profane, infringing, obscene, indecent, or unlawful material or information.
2. Your access and use of AHOP including the Website and Platform may be monitored for the purposes of identifying material threats to security, integrity or availability of AHOP and its Website and Platform or to the infrastructure used to provide the same.

9. Intellectual Property

1. All intellectual property rights (including copyright, trademarks and patents) on the Website and Content and all components of them are owned or licensed by us or MyMirror unless otherwise indicated. You must not copy, modify or transmit any part of the Website or Content except as permitted in these Terms.
2. The Website and Content contain trademarks, logos, service names and trade names of Amplar Virtual Health or third parties that may be registered or otherwise protected by law. You are not permitted to use any trademarks, logos, service names or trade names appearing on the Website.

10. Disputes

If you have been incorrectly charged for a Service, or you have any other concern or complaint relating to the Services, please contact us at 02 9090 4730 or amplarhealth@mymirror.com.au. We will seek to respond to your concern or complaint within 10 days of receipt, and will endeavour to resolve such concern or complaint with you.

11. Updates

1. We may change and improve the Website, Platform and AHOP offerings. We may adapt, add or remove functionalities or features, and we may suspend or stop Services offered through the Website, Platform, or the AHOP program itself, altogether.
2. We may also suspend or discontinue specific Services or the AHOP program where reasonably necessary. Where reasonably practicable, we will provide consumers with reasonable notice of any material suspension, discontinuation or change that may affect their access to Services, while taking appropriate steps to support continuity of care.

12. Governing law and jurisdiction

These Terms are governed by and construed in accordance with the laws of New South Wales. The parties to this Agreement submit to the non-exclusive jurisdiction of the Courts of New South Wales.

13. Interpretation

Headings in this Agreement are intended for convenience of reference only. Forms of words will be construed to include singular or plural, and any gender, masculine, feminine, or neutral, as the context requires, and “including” means “including but not limited to”. Reference to a person includes an individual, corporation, trust, or statutory body. These Terms are not to be construed to the disadvantage of a party because that party was responsible for their preparation.

14. Relationship

Nothing in these Terms will be construed as creating a relationship of partnership, of principal and agent or of trustee and beneficiary between you and Amplar Virtual Health.

15. Definitions

Amplar Virtual Health means Medibank Health Solutions Telehealth Pty Ltd (ABN 40 069 396 792) trading as Amplar Virtual Health.

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Cancellation Fees means the fees set out in clause 3.3 of these Terms.

Content means all content, materials and information contained on the Website.

Mental Health Care Plan means a General Practitioner created plan that outlines your mental health needs, treatment goals, and referrals, providing access to subsidised care.

MyMirror means Mirror Pty Ltd (ABN 60 635 629 364).

Practitioner means a general psychologist

Privacy Laws means the Privacy Act 1988 (Cth) and the Australian Privacy Principles contained in that Act.

Terms means these terms and conditions.

Website means the AHOP website located at Online Psychology – Amplar Health

Your Payment Card means your credit card or debit card, the details of which are provided to Amplar Virtual Health at the time of booking an appointment for a Service (and updated by you from time to time in accordance with these Terms).