TERMS OF USE
Terms and Conditions for LOOP Wellbeing
Last updated: July 2026
1. Introduction
These Terms of Use (“Terms”) govern your use of loopwellbeing.com.au (“Website”) and any services provided by LOOP Wellbeing, operated by LW Health Group Pty Ltd (“LOOP Wellbeing”, “we”, “us”, or “our”).
By accessing our Website, booking an appointment, purchasing a product or service, or otherwise using our Website, you agree to be bound by these Terms.
If you do not agree to these Terms, please do not use our Website or services.
2. Our Services
LOOP Wellbeing provides online psychotherapy, couples therapy, workshops, classes, retreats, digital resources and other wellbeing services.
Information published on this Website is provided for general educational purposes only. It is not intended to replace professional medical, psychiatric or other healthcare advice, nor does it establish a therapeutic relationship.
A therapeutic relationship is only established once you have completed our intake process and commenced services with one of our practitioners.
3. Eligibility
By using our services, you confirm that you:
• Are at least 18 years of age, or have the consent of a parent or legal guardian where applicable.
• Provide information that is accurate and current.
• Have the legal capacity to enter into this agreement.
4. Bookings and Payment
Appointments are subject to practitioner availability.
Unless otherwise agreed, payment is required at the time of booking or will be processed using your nominated payment method at the commencement of your appointment.
All fees are quoted in Australian dollars (AUD) and include GST where applicable.
By booking an appointment, you authorise LOOP Wellbeing to charge your nominated payment method for attended appointments, applicable cancellation or non-attendance fees, and any other fees you have agreed to in writing.
Where third-party payment processors are used, their own terms and privacy policies will also apply.
5. Cancellation and Rescheduling
Appointments may be cancelled or rescheduled without charge where at least 24 hours’ notice is provided.
Appointments cancelled with less than 24 hours’ notice, or where you do not attend, will incur a cancellation fee equal to 100% of the scheduled appointment fee.
We reserve the right to waive cancellation fees in exceptional circumstances at our sole discretion.
6. Telehealth Services
Most LOOP Wellbeing services are delivered via secure telehealth platforms.
By booking a telehealth appointment, you acknowledge that:
• You are responsible for ensuring you have an appropriate device, internet connection and private location for your appointment.
• Technical interruptions may occasionally occur.
• While we take reasonable steps to protect your privacy, no internet-based communication can be guaranteed to be completely secure.
If technology prevents a session from proceeding, we will work with you to determine an appropriate alternative where reasonably possible.
7. Use of AI-Assisted Clinical Documentation
To support accurate and efficient clinical record keeping, LOOP Wellbeing may use secure AI-assisted clinical documentation software during therapy sessions.
Where used, the software processes audio solely for the purpose of generating clinical notes. Audio recordings are not retained after processing, and clinical notes are securely stored in accordance with applicable Australian privacy laws.
The AI technology is used only as a documentation aid. Every clinical note is reviewed and approved by your treating therapist before becoming part of your clinical record.
Where third-party providers are used, we take reasonable steps to ensure they maintain appropriate privacy, security and confidentiality standards.
8. Client Responsibilities
By using our services, you agree to:
• Provide accurate and up-to-date personal information.
• Attend appointments on time.
• Treat practitioners and other participants respectfully.
• Attend sessions from a private environment where possible.
• Notify us if your contact details or emergency contact details change.
LOOP Wellbeing reserves the right to suspend or discontinue services where abusive, threatening, discriminatory or otherwise inappropriate behaviour occurs.
9. Emergencies
LOOP Wellbeing is not an emergency or crisis service.
Our practitioners do not provide an on-call service, and communications outside scheduled appointments are not continuously monitored.
If you require immediate assistance or believe you or another person is at immediate risk of harm, please contact Triple Zero (000), your nearest Emergency Department, your local Mental Health Crisis Service, or Lifeline on 13 11 14.
10. Intellectual Property
All content on this Website, including text, graphics, logos, branding, images, downloads and videos, is owned by or licensed to LOOP Wellbeing and is protected by Australian intellectual property laws.
You may access Website content for your personal, non-commercial use only.
You must not reproduce, distribute, modify or commercially exploit any Website content without our prior written permission.
11. Privacy
Your use of our Website and services is also governed by our Privacy Policy.
By using our Website or services, you acknowledge that we may collect, use and disclose your personal information in accordance with our Privacy Policy and applicable Australian privacy legislation.
12. Third-Party Services
Our Website and services may use third-party providers, including booking systems, payment processors, videoconferencing software and other technology platforms.
These providers operate under their own terms and privacy policies. LOOP Wellbeing is not responsible for the operation or content of third-party services.
13. Disclaimer
While we aim to provide high-quality, evidence-informed services, outcomes vary between individuals.
We do not guarantee any particular therapeutic, medical or personal outcome.
Information on this Website is intended for educational purposes only and should not be relied upon as medical, psychological or psychiatric advice.
14. Limitation of Liability
To the maximum extent permitted by law, LOOP Wellbeing excludes all liability for indirect, incidental or consequential loss arising from your use of our Website or services.
Where liability cannot legally be excluded, our liability is limited to either:
• Re-supplying the relevant service; or
• Refunding the amount paid for that service.
Nothing in these Terms excludes any rights you have under the Australian Consumer Law.
15. Force Majeure
LOOP Wellbeing is not responsible for delays or failure to perform our obligations where those delays result from events beyond our reasonable control, including natural disasters, illness, internet outages, power failures, government restrictions or failures of third-party technology providers.
16. Governing Law
These Terms are governed by the laws of Victoria, Australia.
Any dispute arising from these Terms or your use of our Website or services will be subject to the exclusive jurisdiction of the courts of Victoria.
17. Changes to These Terms
We may update these Terms from time to time.
The latest version will always be published on this page. Continued use of our Website or services after any changes have been published constitutes acceptance of the updated Terms.
18. Contact Us
LOOP Wellbeing
Email: info@loopwellbeing.com.au