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MSQ Health – Terms and Conditions

Terms and Conditions

Last updated: 6 November 2025

These Terms and Conditions apply to all MSQ Health services and appointments.

By confirming an appointment or paying an invoice, you acknowledge and agree to these Terms and Conditions.

1. Privacy

MSQ Health collects and uses personal information to provide care, manage appointments, and meet legal obligations. All information is kept confidential and shared only when necessary for treatment or as required by law. To support clinical services, information may be shared with trusted staff, suppliers, and compliant third-party providers (e.g. Heidi Health for transcription) and your GP. Patients have the right to access and request corrections to their information.

2. Code of Rights

MSQ Health complies with the Code of Health and Disability Services Consumers’ Rights. A copy of the Code is available in the clinic and on the HDC website: https://www.hdc.org.nz/your-rights/about-the-code/code-of-health-and-disability-services-consumers-rights/

3. Assessment Scope and Expectations

Unless otherwise agreed, all patients require a First Specialist Assessment (FSA). The FSA is a comprehensive psychiatric evaluation designed to gather your medical history and determine next steps. A diagnosis or treatment plan may not be provided at the first appointment, and further assessment or follow-up sessions may be required. The psychiatrist may determine that additional appointments are not clinically appropriate or that care would be better provided by another service, such as the public mental health system.

FSA Conditions

  • ADHD and other specialist assessments are not included in the FSA fee unless otherwise agreed.
  • If further sessions are clinically appropriate, your psychiatrist will explain this before you proceed.

ADHD Assessment and Follow-Up Conditions

  • ADHD Assessments and Follow-Ups are booked only if clinically indicated by the psychiatrist and are charged separately to the FSA unless agreed otherwise.
  • You may be required to bring a specific support person if requested by the Specialist.
  • Any paperwork provided by MSQ (e.g. questionnaires) must be completed and returned before the appointment.
  • Completing an assessment does not guarantee a diagnosis or prescription.
  • In some cases, the Specialist may recommend additional appointments if more time is required.
  • Most ADHD Assessment packages include follow-up time—please refer to your invoice or contact MSQ to confirm details.

4. Billing and Payment

Patients are responsible for all fees incurred for services provided by MSQ Health. By confirming or paying for an appointment, you accept these T&Cs.

4.1 Appointment Confirmation

  • An invoice is issued once you confirm your intention to book.
  • Full payment is required at the time of booking. Your appointment is secured once payment is received, subject to Section 4.2.
  • If payment is not received on the same day, the booking may be cancelled and offered to another patient.

4.2 Cancellation by MSQ Health or Your Specialist

If your doctor determines the appointment cannot proceed for clinical, ethical, or other reasons, MSQ Health will either:

  • offer you an alternative appointment (with the same or another specialist), or
  • provide a full refund of any fees paid.

4.3 Cancellation by Patient or Guardian

Refunds are determined by the time of cancellation relative to the scheduled appointment start time:

  • More than 120 hours before: full refund.
  • 48–120 hours before: no refund if the appointment cannot be rebooked for the same value; full refund if it can.
  • 48 hours or less before: no refund.
  • Failure to attend: no refund.

Exceptional circumstances are handled under Section 4.6.

4.4 Postponements

Rescheduling may be treated as a cancellation (see Section 4.3). MSQ Health will try to accommodate rescheduling where possible, and deposits may be transferred if the new time can be confirmed.

4.5 Notice Period

Notice is deemed received at the time it is sent by email or phone. The timeframes in Section 4.3 apply regardless of weekends or public holidays.

4.6 Exceptional Circumstances

In the event of medical emergencies, bereavement, or other circumstances beyond your control, MSQ Health may adjust or waive the standard cancellation terms at its discretion.