Terms & Conditions

1. Disclaimers

Our telehealth service enables you to access personalised, professional healthcare assessments and consultations with Australian-registered medical practitioners (Services).
If you are experiencing a medical emergency, are uncertain about the seriousness of your condition, or require urgent medical attention, do not use this Service. Please contact your local GP or call 000 immediately.

Our role is limited to facilitating your access to qualified medical practitioners. Each practitioner provides care based on their independent clinical judgement and professional assessment of your suitability for treatment. We do not guarantee the outcome of any consultation or the availability, suitability, or effectiveness of treatments prescribed by independent medical practitioners.

Prices for our Services may change without notice and may vary for after-hours or weekend consultations.

2. Key Disclosures

Before accepting these Terms, please note the following key points:

1. Your personal information will be managed in accordance with our Privacy Policy, available at [Insert Clinic URL]/privacy-policy/.
2. Subject to your rights under the Australian Consumer Law (ACL):
   • Our total liability for any claim in connection with these Terms will be limited to the total Fees paid by you for the relevant Service.
   • We are not responsible for:
     • errors or omissions resulting from incomplete or incorrect information provided by you or third-party medical providers;
     • delays or failures caused by circumstances beyond our control; or
     • indirect or consequential losses.
3. Nothing in these Terms limits your rights under Australian Consumer Law.

3. Acceptance

By using our Platform, submitting a consultation form, or making payment, you agree to these Terms.
These Terms remain in effect until your booked Services are completed.

4. Description of Services

Our Services may include:

• Initial or follow-up telehealth consultations with a medical practitioner
• Prescription requests (new or repeat)
• COVID-19 consultations
• Requests for medical certificates
• Mental Health Treatment Plans (MHTPs)
• Psychologist consultations
• After-hours urgent consultations (see Clause 23)

We will use reasonable efforts to provide Services within estimated timeframes; however, timeframes are indicative only.

5. Third-Party Providers

Our Platform relies on third-party systems (e.g., IT or payment providers).
You must comply with their terms of use. We are not responsible for disruptions, errors, or losses arising from their systems.

This clause survives termination of these Terms. 

6. Third-Party Medical Providers

If you are referred to another medical practitioner or specialist:

• You are responsible for arranging your own appointment;
• You must comply with any terms and instructions provided by that provider;
• We are not liable for their professional conduct, advice, or outcomes.

7. Consultations and Limitations

Consultations may be booked online. We may need to reschedule your appointment due to unforeseen circumstances, and will notify you promptly.

Consultations do not cover:

• Back-dated or Centrelink medical certificates
• Certificates for bail hearings or fitness to work/travel
• Patients under six months old
• Chest or abdominal pain
• Chronic or long-term health conditions
• Workers’ compensation or insurance claims
• Schedule 4D or Schedule 8 medications

8. Cancellations and Refunds

• Scheduled Consultations: Must be cancelled at least 24 hours in advance by email. Late cancellations or missed appointments will incur the full fee.
• On-Demand Consultations: Can be cancelled before the consultation begins; no refund once started.
• Same-Day Certificates: May only be cancelled before the doctor reviews the request.
• Clinic-Initiated Cancellations: If cancelled due to practitioner unavailability or technical issues, a full refund will be provided.
• Behavioural Misconduct: Abusive or inappropriate conduct may result in immediate termination of the consultation without refund.

9. Referrals

Referrals may be issued only if deemed clinically appropriate. Complex referrals requiring detailed history may not be provided.
We do not guarantee that a referral will be provided after your consultation.

10. Medical Records

We maintain your medical records in compliance with Australian privacy and health record laws.
Records remain our property but can be transferred to your nominated healthcare provider upon request.

11. Payments

• Payment is required at booking via our secure third-party processor (e.g., Stripe).
• We do not store credit card details.
• Fees are non-refundable except as outlined above or under Consumer Law.
• We cannot guarantee specific outcomes such as prescriptions, referrals, or certificates.

12. Prescriptions

• Only a doctor can determine whether medication is appropriate.
• If a doctor declines to prescribe a requested medication, no refund applies.
• E-scripts are typically sent within one hour but may be delayed by incomplete or incorrect personal details.
• Each consultation covers one medication unless otherwise agreed.
• Schedule 8 (controlled) medications are generally not prescribed via telehealth.

13. Medical Certificates

• Certificates are only issued for the day of consultation (no backdating).
• Multi-day certificates may cover up to 7 days.
• Certificates do not specify medical conditions.
• No amendments can be made once issued.
• For patients under 16, a consultation is required before issuing a certificate.

14. Mental Health Treatment Plans (MHTPs)

• Must be booked via a dedicated MHTP appointment type.
• A GP determines eligibility at their sole discretion.
• MHTPs are bulk billed (no out-of-pocket cost).
• A holding fee may apply at booking in line with our cancellation policy.

15. Psychologist Consultations

• Available via telehealth only.
• Not suitable for patients under 18 or for acute, psychotic, or substance-related conditions.
• Requires a valid Medicare card and MHTP prior to booking.
• Fully bulk billed for eligible patients.
• A $XX pre-authorisation is held and charged for late cancellation or non-attendance.

16. COVID-19 Consultations

We cannot issue isolation clearances, vaccine exemptions, or antiviral prescriptions via telehealth.
For such matters, please consult your usual GP.

17. Medicare and Private Health Rebates

Most consultations are privately billed. Medicare rebates apply only to:

• Bulk-billed prescription services
• Mental Health Treatment Plans
• Psychologist sessions (with valid MHTP)
• After-hours consultations (where eligible)

Private health insurance rebates are not available for telehealth consultations without a Medicare item number.

18. Your Responsibilities

You agree to:

• Provide complete and accurate information;
• Follow all medical and administrative instructions;
• Use the Service only for yourself; and
• Not share or resell access to our Platform.

19. Confidentiality

Both parties must protect confidential information from unauthorised disclosure, except where disclosure is required by law or consented to in writing.
This obligation continues after these Terms end.

20. Consumer Law Rights

Nothing in these Terms limits your statutory rights under Australian Consumer Law.
Where permitted by law, all warranties and guarantees are excluded, and our liability is limited to the Fees paid for the relevant Service.

21. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for indirect, consequential, or special loss.
• Our total liability is limited to the amount you paid for the relevant Service.
• We are not responsible for errors resulting from incorrect information provided by you or third-party providers.

22. General Provisions

• Amendments: We may update these Terms with notice. Continued use constitutes acceptance.
• Disputes: Parties must first attempt informal resolution, followed by mediation if unresolved.
• Force Majeure: We are not liable for delays caused by events beyond our control.
• Governing Law: These Terms are governed by the laws of [Insert State], Australia.
• Notices: May be issued via email.
• Relationship: Use of the Platform does not create an employment or partnership relationship.

23. Bulk-Billed After-Hours Consultations

Available only for urgent medical concerns outside standard hours.
Not suitable for:

• Routine consultations
• Repeat prescriptions
• Simple colds, minor symptoms, or non-urgent paperwork

Bulk-billed through Medicare for eligible patients.
By booking, you confirm that you understand the service is for urgent care only.