Last updated: 8th, August, 2025

These Terms & Conditions (“Terms”) govern your access to and use of Cleo Mental Health’s website and services. By using our website or engaging with our team or therapists, you agree to be bound by these Terms.

1. Our Services

Cleo provides subscription-based telehealth therapy services via secure phone and video calls. Our services include:

• Therapist matching based on your needs
• Fortnightly therapy sessions (unless otherwise agreed)
• Optional goal-setting and progress tracking
• Intake and check-in calls with the Cleo team

Cleo is not a crisis service or a replacement for acute or inpatient psychiatric care.

2. Eligibility

To use Cleo, you must:

• Be 18 years or older
• Reside in Australia
• Not require urgent or crisis psychiatric care
• Accept these Terms and our Privacy Policy

3. Fees & Subscriptions

• Cleo operates on a paid subscription model (charged fortnightly)
• Payment is processed securely via our third-party payment provider
• You can cancel anytime before your next billing cycle
• Refunds are not issued for missed sessions without notice

If you need to pause or change your subscription, please contact us at hello@cleomentalhealth.com.au.

4. Therapist Matching

Cleo will match you with a therapist based on your intake conversation. If the fit is not right, we will do our best to rematch you. Therapist availability may change due to leave, emergencies, or scheduling.

5. Emergencies & Safety

Cleo is not an emergency service. If you are at immediate risk of harm or need urgent help, please contact:

• Lifeline: 13 11 14
• Suicide Call Back Service: 1300 659 467
• 000 for emergencies

Cleo reserves the right to escalate safety concerns to emergency contacts or relevant authorities if a serious risk is identified.

6. Confidentiality & Data Use

Your sessions are confidential. Information may be used or disclosed as outlined in our Privacy Policy, including:

• Supervision by senior clinicians
• Service quality monitoring
• Mandatory reporting under law
• Use of de-identified data for service improvement

7. Intellectual Property

All content on the Cleo website (copy, brand, visuals, and tools) remains the property of Cleo Mental Health. You may not copy, reproduce, or redistribute any material without written permission.

8. Limitation of Liability

Cleo provides services to support your mental health, but does not guarantee specific outcomes. We are not responsible for:

• Technical disruptions or outages
• Losses resulting from decisions made based on therapy sessions
• Delays or cancellations due to therapist availability or illness

9. Governing Law

These Terms are governed by the laws of New South Wales, Australia.