Question 1

How long does setup actually take?

Accepted Answer

Most teams are working from real data in under an hour. Sign up, invite your team, switch on the services your team works in, and add a handful of clients. Anything you skip you can come back to later.

Question 2

Do I need a credit card to start?

Accepted Answer

No. Sign-up gives you a 14-day trial with the full app — no card required. We only ask for payment details if you choose to keep going at the end of the trial.

Question 3

Can I import clients from another system?

Accepted Answer

You can paste in clients one at a time using the Add client form. A spreadsheet importer is on the roadmap; if it would unblock you sooner, get in touch and we will help you migrate by hand.

Question 4

Does it work on a phone?

Accepted Answer

Yes. The whole app is built mobile-first so therapists can drive through their day from a phone or tablet without losing anything.

Question 5

Can a single client see more than one therapist on my team?

Accepted Answer

Yes. Each client can have multiple service assignments — for example one row for OT with Sarah, another for speech with Dan — each with its own frequency. The client appears on every assigned therapist's caseload.

Question 6

What is the Waitlist?

Accepted Answer

The Waitlist holds clients who have been referred but not yet placed with a therapist. Admins triage from there: assign a service + therapist + frequency, and the client moves onto the active caseload.

Question 7

How does the public referral form work?

Accepted Answer

Each team gets a unique referral URL that lives at /refer/{your-token}. Share it with schools, GPs, parents — anyone who refers in. Submissions land directly in your Waitlist with the referrer's notes attached. You can rotate the link any time from Settings → Organisation if it leaks.

Question 8

Can I pause a client without losing their history?

Accepted Answer

Yes. Pause keeps the record and all session history intact, but takes them off the active caseload. You can resume them later, or discharge them if the case is closed.

Question 9

What about clients with multiple addresses?

Accepted Answer

Add as many addresses as you need on each client — home, school, after-school care, grandparents. Pick which one applies when you book each session, and the route planner uses that address for the day.

Question 10

Can therapists see other therapists' clients?

Accepted Answer

Therapists see their own assigned clients by default. Admins and super-admins see the full team caseload, including the Waitlist.

Question 11

How does the schedule work?

Accepted Answer

Each therapist has a weekly grid showing sessions and team events. Sessions can be one-off or recurring; recurring patterns are expanded automatically so you can see them on every relevant day without re-entering anything.

Question 12

What is My Day?

Accepted Answer

My Day takes today's sessions and lays them out in the order you'll do them, on a map. It's the page therapists open in the morning before they leave home.

Question 13

Can I plan an efficient route?

Accepted Answer

Yes. My Day suggests an order that minimises driving time between visits, anchored to your home address (or the org base if you haven't set one). You can lock specific time-slot sessions in place.

Question 14

What happens if I have a recurring session and miss one week?

Accepted Answer

Mark that single occurrence as cancelled or rescheduled — the rest of the recurring pattern keeps running unchanged.

Question 15

What roles are there?

Accepted Answer

Three: super-admin (the practice owner — handles billing), admin (manages clients, team, settings), and therapist (works their own caseload). Permissions follow that order.

Question 16

How many people can be on a team?

Accepted Answer

Unlimited. Pricing is per-seat — see the pricing page for current plans.

Question 17

Can I have therapists who only work one discipline?

Accepted Answer

Yes. Set a therapist's discipline on their account; the client picker filters to therapists qualified for the service when admins admit a referral.

Question 18

How do I invite my team?

Accepted Answer

Settings → Organisation → invite by email. They get a sign-up link tied to your team. They never see anyone else's data.

Question 19

Can I set per-person target hours?

Accepted Answer

Yes. Each team member has their own daily target billable hours. Insights uses this to compute utilisation per therapist.

Question 20

What can I see in Insights?

Accepted Answer

Utilisation per therapist (billable vs target hours), caseload distribution, intake and discharge trends, and active client counts over time. Insights is admin-only.

Question 21

How is utilisation calculated?

Accepted Answer

Sum of billable session hours in the window, divided by (each therapist's daily target × the number of working days in the window). Working days follow each therapist's configured working pattern.

Question 22

Are reports available?

Accepted Answer

PDF-style client reports and supervision summaries are coming. The data they'll be built from is already being captured — sessions, notes, attendance — so reports will populate retroactively the moment they ship.

Question 23

What happens at the end of the trial?

Accepted Answer

You'll be prompted to add a payment method to keep going. If you don't, your account pauses — your data is kept for 30 days in case you come back, and you can re-activate any time without losing anything.

Question 24

How does pricing work for adding teammates?

Accepted Answer

Stripe handles per-seat pro-rata billing automatically. Add a seat mid-month and you're charged the prorated amount; remove a seat and the next invoice reflects it.

Question 25

Can I cancel any time?

Accepted Answer

Yes. Cancel from Settings → Billing in one click. You stay on for the rest of the period you've paid for, then it stops billing. No retention call.

Question 26

Do you offer a discount for small teams or charities?

Accepted Answer

Reach out — we're a small Australian outfit and we'd rather have the right teams using the product than chase margin. We can usually work something out.

Question 27

Where is my data stored?

Accepted Answer

In Sydney, Australia (ap-southeast-2). The database, application, and backups all live in-region. Your data does not leave Australia.

Question 28

Is the data encrypted?

Accepted Answer

Yes. Encrypted in transit (HTTPS) and at rest. Database backups are encrypted. Authentication uses industry-standard hashing.

Question 29

Are you APP-compliant for health records?

Accepted Answer

Carelyt is built to handle records covered by the Australian Privacy Principles. Hosting in Sydney, isolation between teams, audit trails on changes — the whole stack is designed around that requirement. Full details on our security page.

Question 30

Can other teams see my clients?

Accepted Answer

No. Every database query is scoped to the calling team. Even if someone outside your team somehow knew your client IDs, the database refuses to return them.

Question 31

What happens to my data if I cancel?

Accepted Answer

You can export everything before cancelling. After cancellation we keep your data for 30 days in case you come back, then permanently delete it.

Question 32

Can I delete a single client and have them really gone?

Accepted Answer

Soft-delete keeps the row for 90 days for accidental-recovery. After that, the record is hard-deleted from the database in a routine cleanup job. Children data — sessions, notes — is removed alongside the client.

How can we help?

Getting started

Clients & caseload

Schedule & visits

Team & roles

Insights & reporting

Billing & trial

Privacy & data