The Client Terms of Business outline the agreement between you and Source when using the platform to search for, enquire about, book, and pay for therapy and wellbeing services.

When using Source, you enter into:

• An agreement with Source for the use of the platform and related services.
• A separate therapeutic relationship with the therapist you choose to engage.

Source facilitates introductions, bookings, payments, and communication but does not provide therapy services itself.

No.

Source is a technology platform that helps clients discover, compare, and connect with independent therapists and wellbeing practitioners.

Therapy services are provided by the individual therapist, not by Source.

You can search therapists using filters such as:

• Therapy type
• Specialisation
• Location
• Online or in-person availability
• Availability and session times
• Pricing
• Client preferences and needs

You can view therapist profiles, qualifications, experience, and booking options before making a decision.

No.

Source provides tools and information to help you choose a therapist, however the final decision remains yours and therapist availability may change over time.

Bookings can be made directly through the Source platform.

Once a booking is confirmed, you will receive confirmation details and any relevant session information.

Payments made through Source are processed securely using approved third-party payment providers.

Depending on the therapist and service type, payment may be taken:

• At the time of booking
• Before the session
• According to the therapist’s agreed payment arrangements

Cancellation and rescheduling requests are subject to:

• Source’s Cancellation Policy
• The therapist’s individual cancellation terms
• Applicable refund rules

Clients should review cancellation policies before confirming a booking.

Refund eligibility depends on:

• The timing of the cancellation
• The therapist’s cancellation policy
• Whether the service has already been provided

Please refer to Source’s Refund Policy for full details.

If a therapist cancels a confirmed appointment, Source will assist with:

• Rescheduling where possible
• Finding an alternative therapist where appropriate
• Processing any applicable refunds

No.

Therapists listed on Source are independent practitioners who operate their own businesses and maintain responsibility for their professional services.

Source may undertake verification processes that can include:

• Professional registration checks (where applicable)
• Qualification verification
• Identity verification
• Insurance and compliance reviews

Verification processes may vary depending on practitioner type and regulatory requirements.

No.

Therapeutic outcomes vary between individuals and cannot be guaranteed by Source or any therapist.

Success depends on many factors, including client participation, therapeutic fit, goals, and circumstances.

Clients should first raise concerns directly with the therapist where appropriate.

If additional assistance is required, you may contact Source’s support team who can review concerns in accordance with platform policies.

No.

Source is not an emergency service.

If you are experiencing an emergency, are at risk of harm, or require immediate mental health assistance, contact emergency services or an appropriate crisis support service immediately.

In Australia:

• Call 000 for emergencies
• Contact Lifeline Australia on 13 11 14
• Contact Suicide Call Back Service on 1300 659 467

Source handles personal information in accordance with its Privacy Policy and applicable Australian privacy laws.

Information is collected and used to:

• Facilitate bookings and communication
• Verify account information
• Process payments
• Improve platform functionality
• Meet legal and regulatory obligations

Where available, clients may be invited to provide feedback or reviews following services received through the platform.

Reviews must be truthful, respectful, and comply with Source’s review guidelines.

Yes.

Source may suspend or terminate accounts where users:

• Breach platform terms
• Engage in abusive or unlawful behaviour
• Provide false information
• Misuse platform functionality
• Create safety concerns for therapists or other users

If you require assistance with:

• Bookings
• Payments
• Account access
• Technical issues
• General enquiries

You can contact the Source support team through the platform’s support channels.

At launch, psychologists and psychiatrists may operate under different booking, billing, referral, and onboarding arrangements due to professional and regulatory requirements. Any psychologist-specific terms, booking processes, or payment arrangements will be clearly communicated separately where applicable.

You may be eligible for a refund if:

• You cancel more than 48 hours before your appointment;
• Your therapist or psychologist cancels the session;
• A verified platform or payment issue prevents the session from taking place;
• A refund is required under Australian Consumer Law.

All refund requests are assessed in accordance with the Source Refund Policy.

If you cancel more than 48 hours before your scheduled session, you will generally receive a full refund.

If you cancel within 48 hours of your scheduled appointment, a cancellation fee equal to 50% of the session fee may apply.

The remaining balance may be refunded where applicable.

Same-day cancellations are generally charged at 100% of the session fee.

No refund will usually be available.

No-shows are generally not eligible for a refund.

A no-show includes situations where:

• You do not attend your appointment;
• You do not join a telehealth session;
• You are unavailable at the scheduled appointment time; or
• You are more than 15 minutes late without prior communication.

If your therapist cancels a confirmed appointment:

• You will generally receive a full refund;
• You may be offered an alternative appointment; or
• You may choose to book another therapist on Source.

If your psychologist cancels a confirmed appointment:

• You will generally receive a full refund direct from the psychologist;
• You may be offered a replacement appointment; or
• You may choose another psychologist listed on Source.

If a therapist cancels a group session:

• Participants will receive a full refund for payments made through Source
• The therapist is responsible for any applicable Stripe processing fees associated with the refunds
• A replacement session may be offered
• Attendance at any replacement session is optional

If a psychologist or psychiatrist cancels a group session:

Any payment or refund is handled directly by the practitioner or their practice in accordance with their cancellation and refund policy. Source does not process payments or refunds for psychologist or psychiatrist sessions.

A replacement session may be offered, but attendance is optional.

Participants will be notified of the cancellation through Source where applicable.

Approved refunds are generally processed within 7 business days.

Once processed, the time it takes for funds to appear in your account depends on your bank or payment provider.

In most cases, yes.

Refunds are generally returned to the original payment method used for the booking.

This may occur where:

• A cancellation fee applies;
• A partial refund has been approved;
• The booking involved a split-payment structure; or
• Only part of a booking payment is eligible for refund.

Deposit refunds depend on:

• When the cancellation occurs;
• Whether cancellation fees apply; and
• The circumstances of the booking.

Please refer to the Source Cancellation Policy for details.

If you believe you have been charged incorrectly, please contact Source Support as soon as possible.

We will investigate the issue and arrange a correction or refund where appropriate.

In some circumstances, Source may offer:

• Account credits;
• Replacement booking assistance; or
• Alternative resolution options.

Any credits offered will be subject to applicable terms and conditions.

Not always.

Some refunds are processed automatically, while others may require review by Source Support.

Where additional information is required, we may contact you before processing the refund.

Nothing in the Source Refund Policy limits your rights under Australian Consumer Law.

If you believe a consumer guarantee applies, please contact Source Support so we can review your situation.

For bookings with a therapist

If your payment was made through Source, please contact Source Support and provide:

• Your booking reference number
• Therapist name
• Appointment date and time
• A brief explanation of your request

Any refund will be handled in accordance with the applicable Source Cancellation Policy and, where relevant, the therapist’s cancellation policy.

For bookings with a psychologist or psychiatrist

Source does not process payments for psychologist or psychiatrist sessions. If you have paid your practitioner directly and would like to request a refund, please contact the practitioner or their practice directly.

Their own cancellation, refund and payment policies will apply.

I still need help

If you need assistance with a Source payment or are unsure who to contact, please contact:

Source Support
info@sourceapp.com.au

Or submit a request through the Source Help Centre.

If you require assistance, please contact:

Source Support
info@sourceapp.com.au

Or submit a request through the Source Help Centre.

If you cancel more than 48 hours before your scheduled appointment, you will generally receive a full refund.

No cancellation fee will apply.

If you cancel within 48 hours of your appointment, a cancellation fee equal to 50% of the session fee may apply.

This policy helps protect therapist availability and appointment scheduling.

If you cancel on the same day as your scheduled session:

• The full session fee (100%) will generally apply.
• No refund will be available.

A no-show occurs when:

• You do not attend your scheduled appointment;
• You do not join a telehealth session;
• You are more than 15 minutes late without prior communication; or
• Your therapist is unable to contact you at the scheduled appointment time.

If you do not attend your appointment without notice:

• The booking may be treated as a no-show.
• The full session fee (100%) may be charged.
• No refund will generally be available.

Yes.

If you request a reschedule more than 48 hours before your appointment, your therapist may be able to move your booking without penalty, subject to availability.

Reschedule requests made within 48 hours of an appointment may be treated as a cancellation of the original booking and a new booking request.

Applicable cancellation fees may still apply.

Cancellation fees help:

• Protect therapist time;
• Reduce missed appointments;
• Support fair scheduling;
• Maintain appointment availability for other clients; and
• Encourage commitment to booked appointments.

If your therapist cancels a confirmed appointment:

• You will generally receive a full refund;
• You may be offered an alternative appointment time;
• You may choose to book with another therapist on Source.

If your psychologist or psychiatrist cancels a confirmed appointment:

• You will generally receive a full refund direct from the practitioner;
• You may be offered a replacement appointment; or
• You may choose another psychologist or psychiatrist listed on Source.

If a therapist cancels a group session:

• Participants will receive a full refund for payments made through Source
• The therapist is responsible for any applicable Stripe processing fees associated with the refunds
• A replacement session may be offered
• Attendance at any replacement session is optional

If a psychologist or psychiatrist cancels a group session:

Any payment or refund is handled directly by the practitioner or their practice in accordance with their cancellation and refund policy. Source does not process payments or refunds for psychologist or psychiatrist sessions.

A replacement session may be offered, but attendance is optional.

Participants will be notified of the cancellation through Source where applicable.

No.

If a replacement group session is offered, you must actively choose to attend.

You will not be automatically rebooked.

You will generally retain your refund entitlement and will not be charged again.

Source understands that emergencies and unforeseen circumstances can occur.

In exceptional situations such as:

• Serious illness;
• Medical emergencies;
• Family emergencies;
• Natural disasters; or
• Significant technology failures beyond your control,

a cancellation fee review may be requested.

Requests are assessed on a case-by-case basis.

You can cancel a booking by:

• Logging into your Source account;
• Opening your upcoming bookings;
• Selecting the appointment; and
• Following the cancellation prompts.

Where available, you may also contact your therapist through approved Source communication channels.

Refund eligibility depends on:

• When the cancellation occurs;
• Whether the therapist or client cancels;
• The type of booking; and
• The applicable Source Cancellation and Refund Policies.

The full Cancellation Policy is available through the Source website and platform and should be read together with the Refund Policy and Terms and Conditions.

If you require assistance, please contact:

Source Support
info@sourcetherapy.com.au

Or submit a request through the Source Help Centre.

Source uses a secure online payment system to make booking and managing appointments simple.

Depending on the type of booking, you may be asked to:

• Pay a 50% deposit to secure your appointment; and
• Pay the remaining balance closer to your session date.

The payment structure for your booking will always be shown before you confirm your appointment.

Deposits help:

• Secure your preferred appointment time;
• Reduce last-minute cancellations and no-shows;
• Protect therapist availability; and
• Improve appointment access for all clients.

For most bookings:

• A 50% deposit is charged when you make your booking.
• The remaining balance is charged automatically 48 hours before your appointment.

Any payment timing will be clearly displayed during checkout.

Not always.

Many bookings only require a 50% deposit initially, with the remaining balance charged closer to your appointment date.

If a payment cannot be processed:

• We will notify you where possible;
• You may be asked to update your payment details;
• Future bookings may be restricted until outstanding payments are resolved.

Yes.

You can update your payment information through your account settings or by contacting Source Support.

Refund eligibility depends on:

• When the cancellation occurs;
• Whether the therapist or client cancels;
• Whether cancellation fees apply.

Please refer to our Refund Policy and Cancellation Policy for full details.

Approved refunds are generally returned to the original payment method used for the booking.

Processing times vary depending on your bank and payment provider.

In most cases, yes.

Refunds are generally processed back to the original payment method used for payment.

Yes.

Source uses secure third-party payment providers, including Stripe, to process transactions.

Source does not store your full credit card details on its own servers.

No.

Source is a booking and discovery platform that connects clients with independent therapists.

Therapy services are provided directly by the therapist you choose.

If you have questions about payments, refunds or billing, please contact:

Source Support
info@sourcetherapy.com.au

You can also submit a support request through the Source Help Centre.

Payments are made directly to your psychologist using their preferred payment methods and practice systems.

No. At launch, Source does not collect, hold, process, or distribute payments for psychology services.

Yes. Your psychologist will provide invoices, receipts, and payment information directly.

If your appointment is eligible for Medicare rebates, your psychologist will advise you on the claiming process and any referral requirements.

Eligibility depends on your level of cover and your psychologist’s qualifications. Please discuss claiming options directly with your psychologist.

No. Psychologists independently determine their own fees and appointment pricing.

Accepted payment methods are determined by the psychologist and may include card payments, bank transfer, payment links, or practice management systems.

Please contact your psychologist directly to arrange payment and discuss any outstanding fees.

Yes. Receipts for psychology services are issued directly by your psychologist.

Psychologists are governed by AHPRA, their registering body. This means psychologists need to be able to handle their own payments directly with you. If you have any payment or refund enquiries, contact your psychologist directly.

Please contact your psychologist directly using the instructions provided in your booking confirmation.

Rescheduling options are managed directly by your psychologist and depend on their availability and cancellation policies.

No. Appointment cancellations are managed directly between you and your psychologist.

Cancellation fees are determined by your psychologist’s individual practice policies and will be explained before your appointment.

Missed appointments or no-shows may result in cancellation fees in accordance with your psychologist’s policies.

Refund requests are managed directly by your psychologist, as they are responsible for processing appointment payments.

No. Source does not process appointment payments and therefore cannot issue refunds for psychology services.

Your psychologist will contact you directly to arrange an alternative appointment time or discuss any applicable refund arrangements.

Please contact your psychologist directly, as they are responsible for all billing, payment, and refund matters.

At launch, psychologists manage their own payments, invoices, Medicare claims, refunds, and billing systems directly. This allows psychologists to retain control over their practice operations while Source focuses on helping clients discover and connect with practitioners.