Why was I charged for a private session, and can I get a refund?
Sessions are charged privately if we don't have your Medicare details, you have no Medicare sessions left, or your GP referral wasn't approved 24 hours before your appointment.
Your session is bulk billed when:
- you added your Medicare details when you booked
- you have Medicare sessions left (see how many Medicare sessions do I have left?)
- we have an approved GP referral at least 24 hours before your appointment
Your Mental Health Treatment Plan can be uploaded any time before your session.
If any of these are missing, your session is charged as a private session to your saved card. This can happen if:
- your referral arrived late, or was sent to a different address
- your referral's sessions were all used
- you've used all your Medicare sessions
- your Medicare details don't match Medicare's records (for example your name, date of birth or card number)
I think I was charged by mistake
If your approved referral was on file at least 24 hours before your appointment and you had Medicare sessions left, email [email protected] with:
- the date of the appointment
- the invoice number, if you have it
We'll check your file. If you should have been bulk billed, we'll correct the invoice and refund the private fee to your card. Card refunds usually take 5 to 10 business days to appear.
To avoid this, upload your documents as soon as your GP gives them to you.