Service Standardisation - Common FAQ's

1. Why are my services being standardised?

Over time, providers have created many different versions of the same service (for example EAP vs public services, different names, custom price caps, and multiple session variations). This has led to:

• Duplicate and inconsistent services
• Confusion for clients when choosing what to book
• Occasional booking errors
• Increased manual admin for providers and the Clearhead team

By simplifying and standardising service options, Clearhead will deliver:

• A clearer and more consistent booking experience for clients
• Fewer errors or mismatched bookings
• One unified set of services that works across both EAP and public payments
• No need for providers to manage invoices, chase client payments, or handle admin
• A stronger platform to support increased public referrals from mid–2026 onward

From 2026, Clearhead will manage all referrals, including non-EAP (public) clients. These bookings will follow the same payout process as EAP, with a 10% administration fee applied. Providers will no longer need to handle:

• Client payments
• Invoicing
• Payment follow-ups

2. What happens to my EAP vs public services?

You will no longer have separate EAP and public services on your profile.

If you currently have duplicates (for example “Individual Session” and “EAP Session”):

• These will be merged into one unified standard service
• The service will be placed into the correct category (usually Individual Adult)
• The session will support both EAP and public bookings

If your EAP and public services were already combined, nothing will change.

EAP services remain capped at 60 minutes. Any EAP service longer than this (for example 90–120 minutes) will be removed.

3. Will my pricing change?

Pricing will only change in one specific situation:

• If you currently have different prices for EAP vs public bookings or similar services with the same price and duration, Clearhead will:
  • Default to the higher price
  • You may later adjust this if needed (within the standardisation rules)

If there is no pricing difference, then:

• Your pricing will remain exactly the same

Couples Therapy and Family Therapy pricing will remain unchanged unless there are separate EAP vs public duplicates.

4. What are the standardised service names?

All services must map to one of the following catergories. 

• Individual Adult (most common)

• Coaching (public only)
  

• Couples Therapy

• Family Therapy

• Child/Adolescent

• Initial consultation 

These are the only service names permitted on the Clearhead platform.

Rongoā Māori services and DAPAAZ are not changing.

5. Can I increase my prices for specific services?

Yes, you may increase or adjust your pricing, as long as:

• You do not create separate pricing for EAP vs public bookings
• One price must apply across both booking types

6. Why can’t I add group services?

Group services are not compatible with EAP booking rules, which are designed specifically for individual talking therapy.

Because EAP does not support group-based delivery, group therapy services are not supported on the Clearhead platform.

7. Will psychological assessments be included in this standardisation project?

No. These services will be will be accepted for public payments. 

This includes:

• ADHD assessments
• Autism assessments
• Neuropsychological/ cognitive assessments

8. How do I charge more for in-person sessions?

Clearhead does not support additional charges for in person versus telehealth sessions. 

9. Can I keep my UniMed pricing?

No. Funders and insurers (including UniMed) cannot appear as separate services.

If UniMed pricing differs from your public pricing:

• The services will be merged
• The higher price will be applied as the default. 

10. I would like to adjust my pricing. How do I do this?

Once the changes are applied and you are notified you will be able to update pricing directly within your provider profile

11. Can I still hours or weekend therapy as “Individual Adult” or another category?

All after-hours and weekend sessions must be listed under Individual Adult (or the relevant standardised category such as Couples, Family, Child/Adolescent, or Supervision). The calender feature in your provider profile will help clients decide when to book your services depending on your calendar availability.

12. Can I charge more for after-hours or weekend sessions?

No. Clearhead does not support increased pricing based on time of day or day of the week.

After-hours/weekend pricing must be the same as standard pricing.

13. I offer a specialised therapy (e.g., Sports Psychology, Restorative Justice, Walking Therapy). Which category should I choose?

All specialist one-to-one services are included under the standard category Individual Adult.

Examples of services that must be categorised as Individual Adult:

• Sports Psychology
• Restorative Justice
• Walking Therapy
• Art Therapy
• Somatic work
• EMDR
• Narrative therapy
• DBT/CBT-based interventions
• Any other modality delivered one-on-one

We suggest that you add your specialisation in your Clearhead provider bio. 

14. But Individual Adult doesn’t seem to express my specialisation. What should I do?

Your service category must follow the standardisation rules, but your specialisation can still be displayed. You may:

1. Add your modalities under Therapy Types in your provider profile
2. Describe your specialist practice in your profile bio
3. Communicate this clearly with clients once they are referred or have booked

15. Will this update mean that people whose employer contracts with one EAP organisation can search for and secure an appointment with a therapist who is registered with another EAP provider, or who works independently? 

We do not support other EAP providers on Clearhead. The only EAP sessions we cover under our EAP scheme are ones from clients we service under Clearhead's EAP program. Public referrals is for the general public such as day to day people who are able to self-fund therapy for themselves.  

16. Can I confirm that I will continue to collect payment from private clients until 02/03/2026.

Manual payments outside our managed payment system for public referrals are not covered by Clearhead’s managed payment cancellation or refund protections.  

17. Why can’t I see separate EAP and public services anymore?
Clearhead no longer supports separate EAP and public booking services on the portal. Each service category now been changed into one unified service, which supports both EAP and public referrals.

This change is required as Clearhead will begin managing payments for public referrals and applying a 10% admin fee, using the same payout process as EAP.

18. Why were mentoring services removed?
Clearhead no longer supports mentoring services on the platform because it does not fit within the approved services for EAP.

19. Was I notified about these changes?
Yes. Providers in NZ and Australia were sent an email outlining the Service Standardisation changes, including what would be updated and why. If you can’t locate it, Clearhead support can resend the information.

Clearhead will send a follow up email in January- February 2026 outlying that the changes have been made on your provider portal. 

Some Providers in NZ and Australia may receive an email later in the year due to the complexity of their services. 

Please note that the 2nd of March is ONLY for New Zealand providers. Managed payments for Australia are coming later in 2026 and we will be in touch when the date is confirmed. 

20. Is Art Therapy included as an EAP service? 

Art therapy is not included in EAP Services however can still be delivered publicly.  

21. Can providers offer subsidised or concession‑priced sessions?

At this stage, we cannot confirm whether providers will be able to offer a lower‑priced session alongside their existing Individual Adult standard fee.

While the concession feature has not yet been removed from provider profiles, we anticipate either retiring it or introducing a new category. Providers will be notified once decisions are finalised and the changes are made to their profiles. These updates are still under review.

22. Can clients find me through Clearhead, complete their allocated EAP sessions on the platform, and then continue privately outside of Clearhead?

Currently and from 2 March 2026, providers will be able to transfer EAP referrals from the Clearhead platform into their own private practice management systems. This means that after completing the allocated EAP sessions through Clearhead, you may continue working with the client privately if both parties choose to do so. 

However, we encourage providers to continue using the Clearhead system where possible. Keeping the client within the platform allows them to move seamlessly between Public and EAP sessions as needed, especially since clients are entitled to EAP sessions annually.

Manual payments outside our managed payment system for public referrals are not covered by Clearhead’s cancellation or refund protections.  

23. Before any changes are applied to my profile, can I receive a summary of what will be updated (service categories, durations, and pricing) so I can confirm everything is accurate?

Yes,  we can provide a summary before any updates are made.Please email us at therapist-support@myclearhead.com to request this.

If you prefer to review or update your services yourself, we also recommend reading our Service Standardisation article which outlines how to check and adjust your service categories, durations, and pricing directly in your Provider Portal. 

24. Why can’t I add corporate and business webinars/seminars?

• Do not align with EAP requirements on the merged booking system.
• Do not fit the scope of individual therapeutic care

For these reasons, corporate and business services are not supported on Clearhead.

25. Why did Clearhead set my fee to the higher amount initially?

We merged duplicate services and defaulted to the highest existing price in your account. This was simply a starting point. You are welcome to adjust your fee to a level that works for both EAP and public clients.

Most providers are choosing a middle‑ground fee in the $100–$220 range, which keeps them accessible to EAP clients while still reflecting their standard rate.

26: Are Other Specialist providers included in the changes?

You won’t be affected by the recent updates and your existing services can stay as they are as long as they follow our general service rules.

We do recommend updating your service name to aligns with our current standard naming conventions as it creates a clearer booking experience for individuals.