Payment & Bookings

*Please enquire about terms and conditions Beehyve Workplace services and payments*

Booking Your Appointment

Beehyve accepts payments by credit or debit card.
Beehyve will apply a surcharge when payment is made by Credit Card. If you are unable to pay by credit or debit card, please let us know and we can discuss another form of payment.

Payments required prior to the commencement of the session.
When you make an appointment via our online portal, you will be required to add a Debit or Credit Card.

• One off appointment: Payment will be taken immediately when you book the session

• Repeating appointments: Payment will be taken automatically two working days prior to each sessions.

• Psychiatrist Appointments: an invoice will be sent, and payment required at least 7 days prior. If payment is not made, the session will automatically be cancelled.

When payment is made by Credit Card or Wallet, the applied surcharge fee is 2.9% + 30¢.

If you do not have a credit or debit card, that’s okay. Let us know and we can work out another form of payment.

If payment is unsuccessful, the appointment will be rescheduled until payment can be made.

If, for any reason, our practitioner needs to cancel, we’ll organise a full refund immediately.

Managing your appointments:

Courtesy reminder emails and texts are sent to you before your appointment.

• Environment: Please ensure you log into your meeting early or on time. From a quiet and private environment with excellent Internet service. We most often use Zoom. If you have been seen a ‘CarePatron’ video link, we suggest using Google Chrome.

• Punctuality: If you arrive later than 15 minutes you may not be seen and will be considered a no-show. If you are going to run late please email your practitioner as soon as possible and understand if you are late, the session may not be viable.

• Technical Issues: Reliable technology is crucial. If you experience technical difficulties such as poor Internet connection or malfunctioning equipment, the session may not proceed as planned. Please log onto the call early to ensure your technology is working and contact Beehyve if you think you might have issues. Sometimes we have technical difficulties, if so we may need to reschedule or find an alternative way to connect.

• Booking changes: you can make changes to your booking through our online portal up to 48 hours prior to the appointment.

  • NOTE: some appointments such as those with a psychiatrist require 7 days notice, and cannot be managed through the portal. Please contact Beehyve to discuss.

• Communication: It is vital to communicate any issues as soon as possible. If issues can not be resolved we will work to find a sutitable solution.

Cancellations

We get it. Sometimes special circumstances are unavoidable and a cancellation may be necessary. If you find yourself unable to keep an appointment, we kindly request a minimum of

• 7 days notice for appointments with a psychiatrist, and groups.

• 48hrs notice for all other appointments.

Cancellations and No-shows have a significant impact on our practitioners and clients care. We trust you understand our need to enforce these payment policies and thank you for your support.

• This courtesy enables us to schedule another client who is waiting for an appointment.

• When you cancel without giving enough notice, or you miss your appointment, you are preventing another client from being seen. Equally, if another client does not give enough notice or misses their session, they may be preventing you from booking an appointment as we are seemingly “full”.

Cancellation Fees

• Please support your cancellation request by sending Beehyve a message via our contact page.

• Appointments cancelled with less than 48hrs notice will be charged at 50% of the appointment fee.

• Appointments cancelled with less than 24hrs notice will be charged at 100% of the appointment fee.

• Psychiatrist appointments cancelled with less than 7 days notice will be charged at 100% of the appointment fee.

• Group attendance cancelled less than 48 hours before and after the first session will be charged for the first session, and may qualify for a refund of the remaining sessions.

• Koha or free services cancelled with less than 48hrs notice, will incur a cancellation fee of $100.00.

No-Show Fee

• No-Shows will be charged the full price of a session.
  Clients who do not show up for their scheduled appointment and do not contact Beehyve in writing to cancel will be considered as a No-Show and will be charged the full appointment fee.

• 15+ minutes late may be charged the full price of a session.
  Please ensure you are on time for your appointment as a courtesy to the client that follows. Clients who are more than 15 minutes late to their appointment may prevent the session from being completed. In this instance the No-show fee will be applied.

• Group No-Shows
  Clients who do not show up to the first scheduled group session and do not contact Beehyve in writing to cancel will be considered a No-Show, and will be charged the full Group Fee. You may contact Beehyve in writing within 48 hours following the first session to cancel any further attendance. No-Shows or Cancellations after this 48hr period will incur the full Group Fee.

Ending sessions

• You have the right to end sessions at any point.

• Beehyve would recommend discussing ending sessions with your practitioner or a Beehyve team member. However you may choose to simply cancel any future sessions by contacting Beehyve using the contact form.

• If you choose a No-Show, Beehyve will charge and take payment for up to two future booked sessions, after which we will consider that you have decided to end sessions, and will cancel any future bookings.

Refunds

• Refunds will not be given for completed sessions.

• All refund requests must be submitted in writing or email within the time period outlined.

• Packages: Any sessions completed, late cancellations or No-Shows, will be calculated and charged at the full session rate. The remaining amount available for the refund.

• Groups: A partial refund will only be given for the remaining sessions, if contact is made with Beehyve within 48hrs following the first session. No refunds will be given after this 48hr period for a single or multiple group sessions.

• If you are dissatisfied with a session and wish to seek a refund, please read our complaints process below, and contact Beehyve via the ‘contact us’ button within 5 days of the session, and before any future sessions are booked.

• If a complaint is processed and a refund considered reasonable, then a partial refund may be given for no more than one session.

• If a complaint is made and refund given due to dissatisfaction, Beehyve will consider that your time with that practitioner is no longer feasible, and will cancel all future sessions.

• Psychiatrist Appointments: Post session refunds are unlikely be considered.

Additional Fees

• Additional Consultation Fees
  If consultations are extended past the allocated times additional fees may occur.

• Fees for Reports and Correspondence
  These may be quoted as additional to consultation appointments.

Your practitioner will let you know of additional fees before proceeding.

Exceptions can be made on a case-by-case basis and are at the discretion of the practitioner. If you have an emergency, please let us know in advance, and we can discuss payment.

Notice Requirements If you need to cancel, you may contact our team by phone or email. Please support your cancellation request by sending Beehyve a message via our contact page. Depending on the service, notice may apply to work days only (Mon - Fri), excluding weekends and public holidays.

Complaints

Filing a Complaint:

• If you have a concern or complaint about a practitioners or Beehyve service, you can speak with your practitioner of file a formal complaint using the contact form to initiate this process.

Investigation:

• If the complaint is logged using the contact form, you will receive a response from our team within 48 business hours.

Review and Resolution:

• Beehyve will review the complaint taking into account information from all parties in an appropriate time.

• If the complaint has merit, appropriate action will be taken.

• If the complain lacks merit, it will be dismissed without further action.

Beehyves Promise

• We will consider the wellbeing of all Beehyves clients, as well as team members in any process. We will attend to matters with care, concern and confidentiality as much as can be appropriated.

• The complainants will be notified throughout the process.

Consumer Protection

• All NZ consumers of products and services are protected by consumer protection laws. Please find following some quicklinks relevant to Beehyve policies.

• Consumer Protection pertaining to Health & Disability Services

• Consumer Protection pertaining to Refunds

Beehyve’s Right to Decline

Beehyve has the right to decline accepting a client, or may choose to end the session/s.

• Scope of Practice: Beehyve practitioners are expected to work within their areas of competence and may choose to decline working with you or end the session/s if your needs fall outside their expertise.

• Conflict of Interest: Beehyve may choose not to accept a client or end session/s if there is a potential conflict of interest that could impair the practitioner's objectivity or cause harm.

• Ethical and Legal Considerations: Beehyve and our practitioners must adhere to ethical and legal standards. If accepting or continuing to work with a client violates these standards, we have the right to decline or end the session/s.

• Capacity and Availability: Beehyve may also decline new or returning clients if we do not have the capacity or availability to provide the necessary level of care and attention.

• Patient Rights and Safety: The Code of Health, and Disability Services Consumers' Rights, ensures that clients are treated with respect and receive appropriate care. If Beehvye believes we cannot meet these standards we may decline a client or end the session/s.

These policies help ensure that you receive the best possible care and that Beehyve maintains professional and ethical standards in our practice. When possible Beehyve may be able to refer you to another practitioner or practice.