Terms of service

TERMS AND CONDITIONS
Last Updated: February 2025

Welcome to Concierge Doctors Pty Ltd ("Concierge Doctors," "we," "us," "our"). We provide telehealth consultations, medical services, and related healthcare offerings. By using our website, booking a consultation, or accessing any of our services, you agree to comply with these Terms and Conditions.

OVERVIEW
This website is operated by Concierge Doctors Pty Ltd. Throughout the site, the terms "we," "us," and "our" refer to Concierge Doctors. We offer this website, including all information, tools, and services available from this site, to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our "Service" and agree to be bound by the following terms and conditions ("Terms of Service," "Terms"), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change, or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

1. DEFINITIONS

  • "Company," "we," "us," "our" refers to Concierge Doctors Pty Ltd, registered in Australia.
  • "Patient," "you," "your" refers to any individual accessing our services.
  • "Healthcare Provider" refers to licensed medical professionals providing consultations.
  • "Services" refer to telehealth consultations, prescriptions, and medical treatments offered by Concierge Doctors.

2. ACCEPTANCE OF TERMS

By using our services, you confirm that:

  • You are 18 years or older, or have parental/guardian consent if under 18. If you are under 18, a parent or legal guardian must contact us prior to booking a consultation, and their consent must be obtained before any services are provided.
  • You understand that telehealth services have limitations, and an in-person consultation may be required for certain medical conditions.
  • You provide accurate and complete medical history for consultations.
  • You have read and agree to comply with all related policies, including our Privacy Policy, Refund Policy, and any other referenced documents, which can be accessed via our website.

If you do not agree with these terms, do not use our services.

3. TELEHEALTH SERVICES

3.1 Nature of Telehealth Consultations

  • Our services include general medical consultations, specialist referrals, prescriptions, medical courses set up and monitoring, pathology test requests, and wellness consultations conducted via video calls, phone, or online messaging.
  • Telehealth may not be appropriate for all medical concerns; we may refer you to in-person care where necessary.
  • We do not provide emergency medical services. If you are experiencing a medical emergency, call 000 immediately.

3.2 Patient Responsibilities

  • Provide truthful and complete health information.
  • Ensure a stable internet connection for telehealth appointments.
  • Follow all medical advice and prescribed treatments.
  • Patients must respond to periodic requests for medical information, consent forms, and health assessments sent via text message or email. Failure to provide necessary information may result in delays or limitations in service provision.

4. APPOINTMENTS, CANCELLATIONS & REFUNDS, DELIVERIES

4.1 Booking Appointments

  • Appointments are scheduled via our website (via the Patient Portal) or by contacting our team.
  • Appointments scheduled by contacting our team directly and not paid via the Patient Portal will need to be paid via invoice emailed to the patient.
  • You will receive confirmation and reminder notifications.

4.2 Cancellation Policy

  • Appointments must be cancelled at least 48 hours before to avoid cancellation fees.
  • Appointments cancelled at least 48 hours before the consult can be rescheduled at no cost or refunded.
  • Appointments cancelled less than 48 hours before the consult will be charged in full and will not be eligible for a refund.
  • Missed appointments without prior notice may result in a non-refundable charge.

4.3 Refund Policy

  • Refunds are not available once a consultation has been completed.
  • If a consultation is cancelled within the eligible period, you may be entitled to a partial or full refund, depending on circumstances.
  • Refunds for prescribed medications cannot be issued once dispatched, per State Health Regulations.
  • If your order was not delivered due to an error on our part and you provided accurate delivery details, you will be eligible for a full refund.
  • If your medication arrives damaged or missing, contact concierge@conciergedoctors.com.au for assistance.
  • You must ensure to provide us with accurate information regarding product delivery, including delivery address based off an estimated delivery time for your medications. You must update your delivery address if the timing of your delivery is updated.
  • Concierge Doctors reserves the right to refund services on a case-by-case basis.

4.4 Product Delivery Policy

  • Physical products are shipped via a variety of courier services and are subject to availability.
  • Standard delivery times range from 2 to 21 days depending on location and product.
  • Some products may have shipping restrictions based on state or federal regulations.
  • If there are delays in dispatch, we will notify you as soon as possible.
  • Concierge Doctors is not responsible for delays caused by external couriers or regulatory compliance checks.
  • Patients must notify Concierge Doctors of any address changes or suitable delivery date adjustments within a reasonable timeframe before their order is shipped.
  • If an order has already been dispatched, we will make every effort to redirect it through our courier service, but we cannot guarantee successful redirection, as once shipped, the order is outside our control.
  • Concierge Doctors will not cover any costs related to lost, wasted, or spoiled orders due to late notification of address changes or delivery time adjustments.
  • This policy is particularly critical for cold chain products, which require strict handling and delivery timelines to ensure product integrity.

5. PRESCRIPTIONS & REFERRALS

  • Prescriptions are issued at the discretion of the treating doctor.
  • We do not guarantee prescriptions based off an appointment having been scheduled with on our doctors.
  • Some medications may require an in-person consultation.

6. FEES & PAYMENT

  • Consultation fees must be paid in full before your appointment.
  • Payments are accepted via the Patient Portal or via email Invoice.
  • If a payment fails, your appointment may be cancelled or rescheduled.
  • Refunds are processed according to our Refund Policy in Section 4.3.
  • Chargebacks or payment disputes must be addressed through concierge@conciergedoctors.com.au before escalation to your financial institution.
  • We reserve the right to suspend services for accounts with unpaid balances.

7. PRIVACY & DATA SECURITY

Concierge Doctors complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

7.1 Data Collection

  • We collect personal and medical data necessary for consultations.
  • Information is stored securely and only accessed by authorized personnel.

7.2 Data Use & Sharing

  • We do not share your data without consent unless required by law.
  • Health records may be shared with your treating doctor(s) where necessary.
  • You must agree to have non-AHPRA registered Concierge Doctors employees have access to part of your personal details strictly for administration purposes.
  • For more details, please review our Privacy Policy.

8. LIMITATION OF LIABILITY

  • Our services are provided as-is without any guarantees of specific medical outcomes.
  • We are not responsible for technical failures, missed appointments, or service unavailability if these are due issues on the patient’s end.
  • We are not liable for damages resulting from reliance on telehealth services when an in-person consultation was required.
  • Nothing in these terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you may have under the Australian Consumer Law (ACL).
  • If our services fail to meet a consumer guarantee under ACL, you may be entitled to a remedy such as a repair, replacement, refund, or compensation for reasonably foreseeable loss or damage.
  • To the extent permitted by law, our liability for any claim will be limited to the re-supply of the service or a refund of the amount paid for the service, at our discretion.
  • It is the sole responsibility of the patient to determine whether they are subject to any anti-doping or sports drug regulations imposed by national or international sporting bodies, including but not limited to Sport Integrity Australia (SIA) and the World Anti-Doping Agency (WADA). Concierge Doctors does not provide guidance or verification regarding an individual’s eligibility to use any prescribed medications, supplements, or treatments under these regulations. By proceeding with treatment, the patient acknowledges and accepts full responsibility for ensuring compliance with any applicable anti-doping rules. Concierge Doctors shall not be held liable for any consequences arising from the use of prescribed or recommended substances in relation to professional, semi-professional, or amateur sporting participation.

9. INTELLECTUAL PROPERTY & CONFIDENTIALITY

  • All content on our website, including text, logos, and trademarks, is owned by Concierge Doctors.
  • You may not reproduce, distribute, or modify any content without permission.
  • All confidential business and medical information shared during consultations or through our platform must be handled in accordance with applicable privacy laws and ethical standards.
  • Unauthorized use or disclosure of proprietary business information, patient data, or confidential medical content is strictly prohibited. This includes the unlikely case where you have received confidential information by mistake.

10. THIRD-PARTY SERVICES

  • We use third-party platforms (e.g., Cliniko, Stripe, Zoom, Shopify) for payment processing, hosting, and service delivery.
  • While we select reputable third-party providers, we do not control their privacy policies or security measures and are not responsible for their data protection practices.
  • We encourage you to review the privacy policies of third-party services before providing personal information.
  • If we become aware of any significant security or privacy risks related to a third-party provider, we will take reasonable steps to address the issue and notify affected users where appropriate.

11. COMPLAINTS & DISPUTES

  • If you have a complaint, contact concierge@conciergedoctors.com.au.
  • We strive to respond to all non-urgent inquiries within 7 business days.
  • We aim to resolve all complaints within 21 business days.
  • If a dispute arises, both parties agree to first attempt to resolve the matter through negotiation.
  • If the issue remains unresolved, the dispute may be referred to mediation or arbitration in accordance with the rules of the Australian Disputes Centre (ADC).
  • Nothing in this section prevents either party from seeking urgent legal relief or filing a complaint with relevant regulatory authorities such as the Australian Health Practitioner Regulation Agency (AHPRA) or the Health Care Complaints Commission (HCCC).
  • Any legal proceedings must be conducted in the jurisdiction of New South Wales Australia.

12. FORCE MAJEURE

We are not responsible for service disruptions due to events beyond our control, including natural disasters, internet outages, regulatory changes, supplier issues, or public health emergencies. If service delivery is affected by such circumstances, we will make reasonable efforts to notify affected customers and resume services as soon as feasible.

13. CHANGES TO TERMS

We may update these terms at any time. Continued use of our services after updates means you accept the changes.

14. CONTACT INFORMATION

For any questions, concerns, or support, you can reach us through the following channels:
Email: concierge@conciergedoctors.com.au
Phone: 02 9053 9444
Office Address: Level 1, 183 Oxford Street, Bondi Junction NSW 2022

Postal Address: Level 1, 183 Oxford Street, Bondi Junction NSW 2022