1. Safety & Emergency Care

Beehyve is not an emergency or crisis service for new or existing clients. 

If you or someone else is at immediate risk, call 111 or your local Mental Health Crisis Team. 

For immediate emotional support, you can also call or text 1737, free and available 24/7.

2. Payment, Fees & Billing

Accepted Payment Methods

Beehyve accepts payment by debit or credit card. 

A surcharge applies when paying by credit card: 2.9% + 30¢.

If you are unable to pay by debit or credit card, please contact us to discuss alternatives.

When Payment Is Taken

• One‑off appointments:Payment is taken immediately when you book. 

• Repeating appointments: Payment is taken automatically two working days prior to each session. 

• Assessment for diagnosis appointments: An invoice will be sent and payment must be made at least 7 days prior. If payment is not received, the session will be automatically cancelled.

If payment is unsuccessful, your appointment will be rescheduled until payment is received.

If your practitioner needs to cancel for any reason, we will organise a full refund immediately.

3. Booking, Changes & Cancellations

Booking Changes

You can change your booking through the online portal up to 48 hours before your appointment.

Some appointment types (e.g., diagnostic assessments) require 7 days’ notice and cannot be changed via the portal. 

Please contact us directly to discuss changes.

Punctuality

Please log in early or on time to your session. 

If you arrive more than 15 minutes late, you may not be seen and may be charged as a no‑show.

Environment Requirements

Please attend sessions from a quiet, private space with a reliable internet connection. 

Most sessions use Zoom, but if you receive a CarePatron link, we recommend using Google Chrome.

Technical Issues

Technology is essential for online sessions. 

If technical problems occur on either side, we may need to reschedule or find another way to connect. 

If you anticipate issues, please let us know ahead of time.

4. Using the Client Portal

Beehyve uses Carepatron, an integrated platform where you can:

• manage appointments 

• make payments 

• view or share forms 

• access notes, and more

You will be sent an invite to the portal when your first appointment is booked. 

Please do not create a new login yourself, as it will not link correctly.

Appointment reminders are sent via email and text. 

If you need help accessing the portal, please contact us.

5. Courtesy Reminders

We send reminder emails and texts before your appointment to help keep things running smoothly.

6. Complaints Process

If you have concerns about any aspect of your service, please contact us. 

We are committed to resolving issues respectfully, transparently, and in accordance with professional standards.

7. Workplace Services

If you are accessing Beehyve Workplace services, please enquire directly for the relevant terms and conditions. 

These may differ from individual client policies.