Terms and Conditions

1. Disclaimers
Our telehealth service enables you to access personalised, professional healthcare assessments and consultations with Australian-registered medical practitioners (Services).

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:

• Privacy: Your personal information will be managed in accordance with our Privacy Policy, available at [INSERT CLINIC URL/privacy-policy] .
• Liability: 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.
• Exclusions: We are not responsible for errors or omissions resulting from incomplete or incorrect information provided by you or third-party providers; delays or failures caused by circumstances beyond our control; or indirect or consequential losses.
• Consumer Law: Nothing in these Terms limits your statutory 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. Informed Consent
Before your consultation, our practitioners will ensure you have the information needed to give meaningful informed consent to treatment. By proceeding with a consultation, you confirm that you have read and understood the disclosures in this clause.
4.1 Right to a Support Person
You have the right to have a support person present during your telehealth consultation. Please inform us at the time of booking or at the start of your consultation if you would like a support person to join you. Support persons must not interfere with the clinical consultation.
4.2 Interpreter Services
If English is not your preferred language, or you require an interpreter for any reason, please advise us at the time of booking. We will make reasonable efforts to arrange an interpreter service for your consultation. Consultations should not proceed where a language barrier may compromise the safety or quality of your care.
4.3 My Health Record
With your consent, a summary of your consultation — including any prescriptions, referrals, or treatment notes — may be uploaded to your My Health Record.

• You may opt out of this at any time by advising us before or during your consultation.
• You can manage access to your My Health Record independently at my.gov.au.
• If you opt out, other healthcare providers will not be able to access this consultation information through My Health Record. We will continue to retain your records in accordance with our Privacy Policy and applicable Australian health record laws.
• If you have not previously registered for My Health Record or have opted out of the national system, please advise us at booking.

4.4 AI Scribing and Clinical Support Tools
We may use AI-assisted scribing or clinical support tools during consultations to assist practitioners with documentation. These tools do not replace the clinical judgement of your treating practitioner.

• Your explicit consent will be sought before any AI scribing tool is activated during your consultation.
• You will be informed at the start of your consultation if any such tool is in use.
• You may withdraw consent to AI scribing at any time without affecting the quality of care you receive.
• Any data processed by AI tools is handled in accordance with our Privacy Policy and applicable Australian privacy law.

4.5 Recording of Consultations
Consultations are not routinely recorded. If a recording is required for any clinical or administrative purpose, you will be informed and your explicit consent will be obtained before recording begins. You may decline recording without affecting your access to care.
4.6 Withdrawal of Consent
You may withdraw consent to any aspect of your consultation at any time. Where withdrawal of consent affects the practitioner’s ability to provide safe care, they will advise you of your options, including referral to in-person services.

 
5. Complaints
We are committed to providing safe, respectful, and high-quality care. If you are dissatisfied with any aspect of your consultation or our service, you have the right to make a complaint.
5.1 Internal Complaints
[INSERT CLINIC NAME] accepts complaints in writing at [INSERT COMPLAINTS EMAIL] . We will acknowledge your complaint within 2 business days and provide a substantive response within 14 business days.
5.2 External Complaints
If you are not satisfied with our response, or wish to escalate your complaint, you may contact:

• AHPRA (Australian Health Practitioner Regulation Agency) at ahpra.gov.au — for concerns about the professional conduct of a registered practitioner.
• NSW Health Care Complaints Commission (HCCC) at hccc.nsw.gov.au — for concerns about the quality or safety of healthcare received in NSW.
• Office of the Australian Information Commissioner (OAIC) at oaic.gov.au — for privacy-related complaints.

You are entitled to contact any of these bodies at any time, regardless of whether you have first raised the matter with us.

 
6. 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
• Weight management consultations, including semaglutide prescribing where clinically appropriate (see Clause 14)
• After-hours urgent consultations (see Clause 26)

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

 
7. Third-Party Providers
Our Platform relies on third-party systems including IT and 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.

 
8. 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.

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

Real-time consultation requirement: To receive a prescription, medical certificate, or referral, you must participate in a real-time video or phone consultation with one of our practitioners. Asynchronous or questionnaire-only requests will not be accepted.

Identity verification: Before or during your consultation, we will take reasonable steps to verify your identity. You may be asked to provide government-issued photo identification. Consultations cannot proceed where identity cannot be confirmed to the practitioner’s satisfaction.

Consultations do not cover:

• Backdated or Centrelink medical certificates
• Certificates for bail hearings or fitness to work or travel
• Patients under six months old
• Chest or abdominal pain, or other symptoms requiring physical examination
• Workers’ compensation or insurance claims
• Schedule 4D or Schedule 8 medications
• Certain high-risk Schedule 4 medications including benzodiazepines, zolpidem, zopiclone, quetiapine, phentermine, and high-strength codeine — patients requiring these should consult their regular GP
• COVID-19 antiviral prescriptions, isolation clearances, or vaccine exemptions — please consult your usual GP for these

Where a practitioner determines that your condition requires in-person care, they will advise you and assist you in identifying appropriate next steps. This is a clinical safety requirement, not a limitation of our service.

Some services listed in these Terms — including repeat prescriptions for ongoing medications — involve conditions that benefit from continuity of care. Our practitioners will assess clinical appropriateness on a case-by-case basis. Patients with complex or long-term conditions are encouraged to maintain a relationship with a regular GP.

 
10. 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 is available once the consultation has 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.

 
11. Referrals
Referrals may be issued only if deemed clinically appropriate by the treating practitioner. Complex referrals requiring detailed history may not be provided via telehealth. We do not guarantee that a referral will be provided after your consultation.

 
12. Medical Records
We maintain your medical records in compliance with Australian privacy and health record laws, including the Privacy Act 1988 (Cth), the Health Records and Information Privacy Act 2002 (NSW), and the My Health Records Act 2012 (Cth).

Records remain our property but can be transferred to your nominated healthcare provider upon written request. You may also request access to your own records in accordance with our Privacy Policy.

 
13. Prescriptions
Only a registered medical practitioner can determine whether medication is appropriate for your circumstances. The issuing of any prescription is at the sole clinical discretion of the treating doctor.

• If a practitioner declines to prescribe a requested medication, no refund applies.
• E-scripts are typically sent within one hour of consultation but may be delayed by incomplete or incorrect personal details.
• Each consultation generally covers one medication unless otherwise agreed with your practitioner.
• Schedule 8 and Schedule 4D medications are not prescribed via our telehealth service.
• Certain Schedule 4 medications with higher potential for misuse or dependence — including benzodiazepines, zolpidem, zopiclone, quetiapine, phentermine, and high-strength codeine — are not routinely prescribed via telehealth. Patients requiring these medications should consult their regular GP.
• Authority prescriptions may be issued at practitioner discretion. Please book a standard phone or video consultation for authority script requests rather than a repeat prescription appointment.
• Our practitioners comply with all applicable state and territory legislative requirements, including mandatory checks of real-time prescription monitoring databases where required by law.

 
14. Weight Management Consultations and Semaglutide
We offer weight management consultations, which may include prescribing of GLP-1 receptor agonists such as semaglutide (Ozempic, Wegovy) where clinically appropriate.

The following conditions apply:

• Semaglutide and similar medications require a video consultation. Phone-only consultations are not sufficient for initial prescribing.
• Prescribing is subject to clinical assessment of eligibility, including BMI, medical history, and any contraindications.
• These medications are not available as one-off prescriptions. Ongoing prescribing requires a continuing care arrangement including regular review consultations to monitor weight, blood pressure, heart rate, and any side effects.
• Patients must disclose all current medications, as interactions can occur with other treatments.
• If you are unable to attend follow-up consultations, ongoing prescribing cannot continue.

AHPRA guidelines note that prescribing via telehealth may not always be appropriate for medications requiring physical monitoring. Patients are encouraged to maintain contact with their regular GP throughout any weight management programme.

 
15. Medical Certificates

• Certificates are only issued for the day of consultation. Backdated certificates cannot be issued.
• Multi-day certificates may cover up to 7 days at practitioner discretion.
• Certificates do not specify the nature of a medical condition.
• No amendments can be made once a certificate has been issued.
• For patients under 16, a consultation is required before issuing a certificate.

 
16. Mental Health Treatment Plans (MHTPs)

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

 
17. 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 a current MHTP prior to booking.
• Fully bulk billed for eligible patients.
• [INSERT AMOUNT] pre-authorisation is held at booking and charged for late cancellation or non-attendance.

If at any point during a psychologist consultation a patient presents with acute distress, suicidal ideation, or a mental health emergency, the practitioner will refer immediately to emergency services or a crisis support service. Patients in crisis should call Lifeline on 13 11 14 or present to their nearest emergency department.

 
18. COVID-19 Consultations
We offer COVID-19 consultations for assessment and general management advice. We cannot issue the following via telehealth:

• COVID-19 antiviral prescriptions
• Isolation clearances
• Vaccine exemptions

For any of the above, please consult your usual GP or visit a COVID-19 clinic in person.

 
19. Payments

• Payment is required at booking via our secure third-party payment processor.
• We do not store credit card details.
• Fees are non-refundable except as outlined in Clause 10 or as required under Australian Consumer Law.
• We cannot guarantee specific outcomes such as prescriptions, referrals, or certificates.

 
20. Medicare and Private Health Rebates
Most consultations are privately billed. Medicare rebates apply only to:

• Bulk-billed prescription services where eligible
• Mental Health Treatment Plans
• Psychologist sessions with a valid MHTP
• After-hours consultations where eligible under applicable Medicare item numbers

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

 
21. Your Responsibilities
You agree to:

• Provide complete and accurate information to your practitioner.
• Follow all medical and administrative instructions provided.
• Use the Service only for yourself, unless booking on behalf of a patient in your lawful care.
• Not share or resell access to our Platform.
• Notify us promptly if your personal or contact details change.
• Attend your consultation on time and in a private location where you can speak freely.

 
22. Confidentiality
Both parties must protect confidential information from unauthorised disclosure, except where disclosure is required by law, is necessary for the provision of care, or has been consented to in writing. This obligation continues after these Terms end.

 
23. Professional Indemnity Insurance
All medical practitioners providing services through our Platform hold appropriate professional indemnity insurance in accordance with AHPRA registration requirements, covering telehealth consultations provided to patients located in Australia.

 
24. Consumer Law Rights
Nothing in these Terms limits your statutory rights under the Australian Consumer Law. Where permitted by law, all warranties and guarantees not expressly stated are excluded, and our liability is limited to the fees paid for the relevant Service.

 
25. 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 or incomplete information provided by you or third-party providers.

 
26. General Provisions

• Amendments: We may update these Terms with reasonable notice. Continued use of the Platform following notice of an amendment constitutes acceptance of the updated Terms.
• Disputes: Parties must first attempt informal resolution. If unresolved within 30 days, disputes will be referred to mediation before any legal proceedings are commenced.
• Force Majeure: We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, government action, or telecommunications outages.
• Governing Law: These Terms are governed by the laws of New South Wales, Australia. To the extent that Commonwealth legislation applies, it prevails to the extent of any inconsistency.
• Notices: Notices may be issued via email to the address provided at registration.
• Relationship: Use of the Platform does not create an employment, partnership, or agency relationship between you and us.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

 
27. Bulk-Billed After-Hours Consultations
After-hours consultations are available for urgent medical concerns outside standard business hours and are bulk billed through Medicare for eligible patients.

This service is not suitable for:

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

By booking an after-hours consultation, you confirm that your medical concern is urgent and cannot wait until the next available standard appointment.