Terms & Conditions

Disclaimer

Our platform offers access to various medical services, including but not limited to prescriptions, referrals, and medical certificates, provided at the discretion of our experienced medical practitioners. It is crucial to recognise that the advice and recommendations given by our doctors are based on their professional judgment, taking into account your health conditions and medical history.

We want to emphasise that medical advice, including prescriptions, referrals, and certificates, is subject to the sole discretion of our medical practitioners. While we strive to provide accurate and beneficial guidance, we do not assume responsibility for the decisions made by our medical professionals or guarantee the outcomes of any medical advice provided.

It is essential to acknowledge that individual health circumstances vary, and medical advice is influenced by numerous factors. Therefore, we strongly advise users to consider seeking additional opinions or consulting with their primary healthcare provider for comprehensive guidance on their specific health situation.

By engaging with our platform, you understand and accept that Doctor Help, is not liable for any consequences or guarantees related to the medical advice provided by medical practitioner through our services. We encourage users to exercise their discretion and consult with healthcare professionals for personalised and comprehensive medical guidance beyond the scope of our platform.

In the case of an immediate medical emergency, please call 000 or contact your treating general practitioner.

These disclaimers are an integral part of our Terms and Conditions, and by using our Services, you acknowledge and accept the conditions outlined below.

Purpose of Telehealth:

Telehealth is designed to offer patients the opportunity for medical consultations, diagnosis, and treatment for a medical condition using telecommunication modalities such as interactive audio, video, or other electronic media.

Consent for Telehealth Services:

As a patient, I consent to Doctor Help and its affiliates, doctors, and medical assistants facilitating my medical care using Telehealth services. Services may be provided from across Australia, and I commit to providing accurate information regarding my medical history, lifestyle, and care.

Data Transmission Acknowledgment:

I acknowledge that using electronic transmissions through Doctor Help may result in inadequate data transmitted if images or specimens are illegible or skewed.

Non-Guaranteed Cure:

I understand that services provided by Doctor Help do not guarantee a cure. A refund will be offered if an in-person evaluation or referral is deemed a more suitable solution.

Responsibility for Negative Reactions:

It is my responsibility to alert my physician if I experience a negative reaction to any treatment provided by Doctor Help. In case of emergency, I will call 000 or seek treatment at the nearest emergency room.

Security and Unauthorised Access:

Due to unauthorised viewers, I recognise that electronic transmission may be compromised beyond the control of Doctor Help due to illegal access beyond security precautions.

Release of Liability:

I hereby release Doctor Help and its affiliates from any liability arising from the unauthorised use of audio, video, or other electronic transmission.

Costs and Medication:

I agree that the initial fee covers only the initial evaluation, and I am responsible for any additional costs, including medication expenses at the pharmacy if needed.

Cancellation Policy:

You may cancel your Scheduled Booking by emailing us, specifying your Booking and requesting cancellation, your cancellation will only be confirmed after you receive an email from Doctor Help. Cancellation within less than 12 hours incurs a non-refundable cancellation fee.

Refund Policy

We strive to offer the best possible care through our telehealth services. However, please note the following conditions under which refunds will not be provided:

1. Failure to Respond to Doctor Queries:
   If you do not respond to the queries or requests for information from the doctor, the consultation may not be completed, and as a result, no medical certificate will be issued, and no refund will be provided.
2. Missed Appointments Without Rescheduling:
   If you miss a scheduled telehealth appointment and fail to reschedule it in advance, no refund will be issued. Please make sure to notify us ahead of time if you need to change your appointment.
3. Doctor’s Discretion on Prescriptions:
   Prescriptions are provided at the doctor’s discretion based on medical assessments. If the doctor decides not to prescribe certain medications, no refund will be provided.
4. Ineligibility for Consultation:
   If it is determined that you are not eligible for telehealth services based on the information provided during the booking process, no refund will be issued. This includes cases where telehealth services are deemed inappropriate for your medical needs.
5. Technical Issues on Client’s End:
   We are not responsible for technical issues on your side, such as connectivity problems, device issues, or other personal technical difficulties. No refund will be provided if a session is missed or incomplete due to these reasons.
6. Cancellation by the Client:
   If you cancel your appointment less than 24 hours before the scheduled time, no refund will be provided. Cancellations made more than 24 hours in advance may be eligible for a partial refund, depending on the circumstances.
7. Unmet Expectations:
   We aim to provide high-quality services, but if you are dissatisfied with the consultation or outcomes based on unrealistic expectations, a refund will not be provided.
8. Refund Request Process:
   All refund requests must be submitted in writing within 7 days of the scheduled appointment date. Refunds, if granted, will be processed within 14 business days. Please note that any approved refund will be subject to a processing fee.

We appreciate your understanding and cooperation with these policies, as they are designed to ensure the best possible service for all our clients.

Exclusions from Consultations:

• Workers’ compensation;
• Travel insurance claims;
• “Fit for x” medical certificates;
• Return to work and clearance to travel certificates;
• S8 medications.