Terms and Conditions

1. About These Terms

These Terms and Conditions ("Terms") govern your use of the website operated at telemate.health (the "Website") and all telehealth services provided by Telemate Health Pty Ltd (ABN XX XXX XXX XXX) ("Telemate Health", "we", "us", or "our").

By accessing this Website or booking a consultation, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, please do not use our services.

We may update these Terms from time to time. The current version will always be available on this page, and continued use of our services after any update constitutes your acceptance of the revised Terms.

2. Our Services

Telemate Health provides telehealth consultations delivered by Australian-registered medical practitioners via secure video or phone appointments. Our services include, but are not limited to:

• General GP telehealth consultations
• Mental health support and referrals
• Weight management consultations
• Vitality consultations
• Chronic care consultations
• DVA (Department of Veterans' Affairs) services

All services are subject to practitioner availability and clinical suitability as determined during your consultation.

3. Access Requirements

To use Telemate Health services, you must:

• Be at least 18 years of age, or have parental or guardian consent
• Be located in Australia at the time of your consultation
• Provide accurate and complete personal and medical information
• Have access to a suitable device with a stable internet connection for video or phone consultations

4. How Consultations Work

All Telemate Health consultations are conducted in real time with an Australian-registered medical practitioner via video or telephone. A real-time consultation is mandatory for all clinical services. No clinical decisions, including prescribing, are made without a live consultation between you and your practitioner.

4.1 Intake Questionnaires and Pre-screening

You may be asked to complete an intake questionnaire or pre-screening quiz before your consultation. These tools are used to collect preliminary health information to assist your practitioner in preparing for your appointment. An intake questionnaire or quiz does not constitute a medical consultation, does not provide a diagnosis, and does not guarantee that any particular treatment or medication will be prescribed. All clinical decisions are made by your practitioner during your live consultation.

4.2 Clinical Decision-Making

Your treating practitioner retains full clinical autonomy over all treatment decisions. Prescriptions are provided only where deemed clinically appropriate by your practitioner, based on their independent assessment during your consultation. Telemate Health does not direct, influence, or override practitioner decision-making.

5. Prescriptions and Medications

Prescriptions are provided only where deemed clinically appropriate by your practitioner. There is no guarantee that a prescription will be issued as a result of any consultation. Your practitioner will only prescribe medication if, in their independent clinical judgement, it is safe and appropriate for you.

5.1 Patient Choice of Pharmacy

Where a prescription is issued, you are free to choose your own pharmacy for dispensing. Telemate Health does not require you to use any particular pharmacy. If we recommend or refer you to a pharmacy partner, you are under no obligation to use that pharmacy and may have your prescription dispensed at any Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws.

5.2 Compounded Medications

Where your practitioner determines that a compounded medication is clinically appropriate, the prescription will be sent to an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. Compounded medications are individually prepared and are not evaluated by the Therapeutic Goods Administration (TGA) for safety, quality, or efficacy in the same manner as registered medicines. Your practitioner will explain the nature of any compounded medication and the reasons for prescribing it during your consultation.

6. Telehealth Limitations

Telehealth consultations have inherent limitations compared with in-person medical consultations. You acknowledge and accept that:

• Your practitioner cannot perform physical examinations, take vital signs, or conduct hands-on diagnostic procedures during a telehealth consultation.
• The quality and accuracy of clinical assessment may depend on the information you provide and the quality of your audio or video connection.
• In some cases, your practitioner may determine that a telehealth consultation is not clinically appropriate for your needs and may refer you to an in-person appointment, emergency department, or other healthcare provider.
• Technology failures, network disruptions, or connectivity issues may interrupt or prevent your consultation. Telemate Health is not liable for service interruptions caused by factors beyond our reasonable control.
• Telehealth services are not suitable for medical emergencies. If you are experiencing a medical emergency, call 000 immediately.

7. Fees, Payment, and Cancellations

7.1 Consultation Fees

Current consultation fees are displayed on the Website at the time of booking. All fees are quoted in Australian dollars (AUD) and include GST where applicable. We reserve the right to update our fees from time to time.

7.2 Payment

Payment is required at the time of booking unless otherwise specified. We accept the payment methods displayed during the checkout process.

7.3 Cancellations and Rescheduling

You may cancel or reschedule your appointment free of charge up to 24 hours before your scheduled consultation time. If you cancel with less than 24 hours' notice, or fail to attend your appointment without prior notice, a cancellation fee of 100% of the consultation fee will apply. This fee reflects the costs associated with reserving practitioner time and administering your booking.

7.4 Refunds

Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description, refunds are provided at our discretion. If a consultation cannot proceed due to a technical failure on our part, we will offer you a rescheduled consultation or a full refund.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

8. Privacy and Confidentiality

We handle your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For full details on how we collect, use, store, and disclose your information, please refer to our Privacy Policy.

8.1 Limits of Confidentiality and Mandatory Reporting

While we are committed to protecting the confidentiality of your health information, there are legal circumstances in which confidentiality may be limited. Your practitioner may be required to disclose information without your consent in the following situations:

• Risk of serious harm: Where your practitioner reasonably believes there is a serious and imminent threat to your life, health, or safety, or to the life, health, or safety of another person.
• Child protection: Where your practitioner forms a reasonable belief that a child is being abused or neglected, they are obligated to report this to the relevant child protection authority under applicable state and territory legislation.
• Mandatory notifications under the Health Practitioner Regulation National Law (section 140): Where your practitioner reasonably believes that another registered health practitioner has placed the public at risk of substantial harm due to impairment, intoxication, or significant departure from accepted professional standards, they are required to notify the Australian Health Practitioner Regulation Agency (AHPRA).
• Court orders and legal requirements: Where disclosure is required by an Australian court order, subpoena, tribunal direction, or other lawful process.

9. Your Responsibilities

When using Telemate Health services, you agree to:

• Provide truthful, accurate, and complete information about your identity, medical history, current medications, allergies, and any other relevant health information.
• Attend your consultation at the scheduled time and be available for the full duration of the appointment.
• Be in a private, quiet environment with adequate lighting during video consultations to ensure the quality of your clinical assessment.
• Follow the treatment plan and instructions provided by your practitioner, and seek clarification if anything is unclear.
• Not record, screenshot, or otherwise capture your consultation without the express consent of your practitioner.
• Not use our services for any unlawful purpose, including seeking prescriptions for non-medical use, misrepresenting your identity, or providing false health information.

10. Third-Party Services

10.1 Pharmacy Services

Where your practitioner issues a prescription, the dispensing of medication is performed by an independent pharmacy, not by Telemate Health. The dispensing pharmacy owes its own professional and legal duties to you, including obligations under the Health Practitioner Regulation National Law, relevant state and territory pharmacy legislation, and pharmacy codes of conduct. Telemate Health does not accept liability for the acts or omissions of any pharmacy, including but not limited to dispensing errors, medication availability, or delivery delays, except to the extent that such liability cannot be excluded under Australian law.

10.2 Pathology and Diagnostic Services

Where your practitioner refers you for pathology, imaging, or other diagnostic services, those services are provided by independent third-party providers. Each provider owes its own professional and legal duties to you. Telemate Health does not accept liability for the acts or omissions of any pathology or diagnostic provider, except to the extent that such liability cannot be excluded under Australian law.

10.3 Preservation of Professional Duties

Nothing in these Terms is intended to limit or exclude the independent professional duties owed to you by any pharmacy, pathology provider, or other third-party health service provider. Each provider remains fully responsible for the services they deliver to you.

11. Limitation of Liability

To the maximum extent permitted by law, Telemate Health's total liability to you for any claim arising out of or in connection with these Terms or our services is limited to the amount you paid for the specific consultation or service giving rise to the claim.

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded or limited under the Australian Consumer Law or any other applicable Australian legislation

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

12. Intellectual Property

All content on this Website, including text, graphics, logos, images, and software, is the property of Telemate Health Pty Ltd or its licensors and is protected by Australian and international intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on this Website without our prior written consent.

13. Website Use and Availability

We endeavour to keep the Website and our booking systems available and functioning at all times. However, we do not guarantee uninterrupted access and may suspend or withdraw the Website without notice for maintenance, updates, or reasons beyond our control. We are not liable for any loss arising from the unavailability of the Website.

14. External Complaints and Regulatory Bodies

If you are unsatisfied with our services or wish to make a complaint, we encourage you to contact us first at [email protected] so we can attempt to resolve your concern. If you are not satisfied with our response, you may contact the following external bodies:

• Australian Health Practitioner Regulation Agency (AHPRA): For complaints about a registered health practitioner's conduct, health, or performance. www.ahpra.gov.au
• Health Complaints Commissioner (state/territory): Each state and territory has a Health Complaints Commissioner (or equivalent body) that handles complaints about health services. You can find your relevant state or territory body at AHPRA's health complaints directory.
• Office of the Australian Information Commissioner (OAIC): For complaints about the handling of your personal information under the Privacy Act 1988. www.oaic.gov.au

15. Crisis and Emergency Information

Telemate Health services are not suitable for medical emergencies.

• Emergency: If you or someone near you is in immediate danger or requires urgent medical attention, call 000 immediately.
• Crisis support: If you or someone you know is experiencing a mental health crisis, contact Lifeline on 13 11 14 (available 24 hours, 7 days a week).
• Suicide Call Back Service: 1300 659 467 (24 hours, 7 days).
• Beyond Blue: 1300 22 4636.

16. Governing Law and Jurisdiction

These Terms are governed by the laws of the State of New South Wales, Australia. Any dispute arising out of or in connection with these Terms will be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

17. Severability

If any provision of these Terms is found to be invalid, unenforceable, or illegal by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms, together with our Privacy Policy and any specific terms presented at the time of booking, constitute the entire agreement between you and Telemate Health in relation to your use of our services.

19. Contact Us

If you have any questions about these Terms, please contact us:

• Email: [email protected]
• Phone: 1300 000 000
• Website: telemate.health