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 five categories only:

• Individual Adult
• Couples Therapy
• Family Therapy
• Child/Adolescent
• Supervision (Public only)

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 reviewed and assessed separately in 2026

This includes:

• ADHD assessments
• Autism assessments
• Neuropsychological assessments
• Education assessments
• Eating disorder assessments
• Drug and alcohol assessments
• Anxiety, depression and stress 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

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. When will public payments be enabled? 

We will turn this on for everyone from March 2nd, this will be the date where we will manage payments for Public Referrals exactly how EAP operates (this will also include the standard 10% admin fee). 

16. 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 Clearheads EAP program. Public referrals is for the general public such as day to day people who are able to self-fund therapy for themselves.  

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

18. I do not want Clearhead to manage payments for my public/ privately funded sessions as outlined below - what do I need to do to opt out of this feature?

At this stage, it is not possible to separate and opt out of managed payments for public referrals. EAP and public services currently sit within a single, unified service structure and cannot be separated.

One of the key reasons Clearhead is introducing managed payments for public referrals is because we are intentionally investing in growing this side of the platform and maintaining Clearhead as a directory of therapists, not solely an EAP service. The 10% admin fee is the Clearhead to handle public payments through the provider portal. For example, refunds and issues will be managed by Clearhead support and thus require a 10% admin fee. These changes follow the same process and schedule as your EAP payouts.   

Public referrals are intended to support providers in reaching new clients and increasing visibility, while still allowing autonomy over how longer-term client relationships are managed. Our intention is to support, not restrict, the way you work.

One way to offset this cost is by adjusting your session fees to account for the 10% as Clearhead gives control over your pricing. Many providers find this approach helpful in maintaining their preferred earnings while continuing to access referrals. 

.

That said, this first release is designed to be a starting point, and we’re taking a considered, iterative approach as we learn what works best for both providers and clients. We’ll continue listening closely and evolving the system with your feedback in mind. We welcome any feedback on the new public referrals payment system. 

19. 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.

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

21. 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. 

22. Is Art Therapy included as an EAP service? 

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

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

We are currently reviewing concession session options and lower‑fee structures, with a full assessment planned for 2026. 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.

24. 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.

While this process is currently supported, we cannot guarantee that it will remain unchanged long‑term. Any future updates will be communicated to providers. 

25. 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. 

26. 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.

27. Will Clearhead take a fee from clients I book myself through the Provider Portal?

Clearhead does not take fees from clients that the providers books themshelves on her provider portal. Clearhead only takes a 10% from clients that discover providers on the Platform and book her through Clearhead 

28. Could you please let me know how much margin or payment is being charged? Where can I find that information?