Last updated: 4th, January, 2026

These Terms & Conditions (“Terms”) govern your access to and use of the Clea Mental Health website and services (“Clea”, “we”, “us”, “our”). By accessing our website, creating an account, or engaging with our team or practitioners, you agree to be bound by these Terms.

If you do not agree, you should not use Cleo’s services.

1. Our Services

Cleo provides subscription-based, non-acute mental health support delivered via secure phone and video calls.

Our services are designed to support the emotional and psychological impact of living with chronic illness, and include:

- Counsellor matching based on your needs and preferences

- Fortnightly counselling sessions (unless otherwise agreed)

- Optional check-ins and messaging support (subject to your membership level)

- Intake and administrative support from the Clea team

Clea’s core offering is counsellor-led support, not episodic therapy. Where clinically appropriate, therapy may be offered as an optional add-on by suitably registered psychologists or other qualified practitioners.

Scope of Care

Counselling services are not psychological treatment and are distinct from therapy delivered by registered psychologists or psychiatrists.

Clea does not provide medical advice, diagnosis, or treatment for physical health conditions.

Clea does not replace care provided by your GP, specialist, or other medical professionals.

What Cleo Is Not

Clea is:

• Not an emergency or crisis service
• Not a replacement for inpatient, acute, or crisis psychiatric care
• Not a substitute for medical or specialist treatment

If you require urgent or emergency support, you must seek immediate assistance through appropriate emergency services (000 (Triple Zero) or Lifeline (13 11 14, chat, text 0477 13 11 14).

2. Eligibility

To use Clea, you must:

• • Be 18 years or older
  • Reside in Australia
  • Not require urgent or crisis psychiatric care
  • Be capable of providing informed consent
  • Accept these Terms and our Privacy Policy
  We reserve the right to decline or discontinue services if eligibility criteria are no longer met.

3. Fees & Subscriptions

• Clea operates on a paid subscription model, billed fortnightly unless otherwise stated.
  • Payments are processed securely via a third-party payment provider
  • You may cancel your subscription at any time before your next billing cycle
  • Fees already paid are non-refundable, except where required by law
  • Missed sessions without adequate notice are not refunded
  Therapy add-on sessions are billed separately and may be eligible for Medicare or private health rebates where applicable.

4. Counselor and Therapist Matching

Clea will match you with a counsellor and or therapist based on your intake conversation and availability.

• If the fit is not right, we will make reasonable efforts to rematch you
• Practitioner availability may change due to leave, illness, or scheduling constraints
• Practitioners retain professional discretion over the scope and appropriateness of care provided

Clea does not guarantee continuity with a specific practitioner, though we aim to support consistency wherever possible.

5. Messaging and Between-Session Support

Where included in your membership:

• Messaging support is not monitored continuously
• Response times may vary based on practitioner availability
• Messaging should not be used for urgent or emergency concerns

Clea is not liable for delays in responses outside scheduled sessions.

6. Confidentiality & Data Use

Where included in your membership:

• Messaging support is not monitored continuously
• Response times may vary based on practitioner availability
• Messaging should not be used for urgent or emergency concerns

Clea is not liable for delays in responses outside scheduled sessions.

7. User Responsibilities

By using Clea, you agree to:

• Engage honestly and respectfully with practitioners and staff
• Take responsibility for your own health decisions
• Seek appropriate medical or emergency care when required

You acknowledge that mental health support outcomes vary and that specific outcomes are not guaranteed.

8. Emergencies & Safety

Clea is not an emergency service.

If you are at immediate risk of harm or require urgent support, contact:

• Lifeline: 13 11 14
• Suicide Call Back Service: 1300 659 467
• Emergency Services: 000

Clea reserves the right to escalate safety concerns to emergency contacts or relevant authorities where there is a serious risk of harm, in line with legal and ethical obligations.

9. Confidentiality & Data Use

Your sessions and communications are confidential, subject to legal and ethical obligations.

Information may be accessed or disclosed for:

• Clinical supervision and quality assurance
• Mandatory reporting under Australian law
• Service improvement using de-identified data

All data handling is governed by our Privacy Policy.