Terms of Service

These Terms of Service ("Terms") govern your use of the telehealth service provided by Clinoraa (ABN 20 698 451 197) ("Clinoraa", "we", "us", "our"). By booking or using our service you agree to these Terms. Please read them carefully. If you do not agree, please do not use the service.

What Clinoraa provides

Clinoraa provides telehealth consultations by phone with a qualified Australian doctor. A consultation may result in advice, a medical certificate, a prescription, a referral, a recommendation for further care, or no treatment. The outcome depends on what the treating doctor considers clinically appropriate.

Clinoraa is not an emergency or urgent care service. It does not replace in-person care where in-person care is needed.

In an emergency, call 000

If someone is at immediate risk, call 000. For 24/7 crisis support, call Lifeline on 13 11 14. Do not use this website or a booking to report an emergency.

Who can use Clinoraa

To use our service you must:

• be located in Australia at the time of your consultation;
• be at least 18 years of age, or be accessing the service through a parent or guardian who consents on your behalf;
• provide accurate, current and complete information about yourself and your health.

A parent or guardian who books for a child or dependant is responsible for the information given. They confirm they have authority to consent to care for that person.

Bookings and payments

• Consultation fees are shown before you confirm a booking. They are payable at the time of booking.
• Medicines, pharmacy costs, pathology, imaging and referral appointment fees are separate from your consultation fee. They are not paid to Clinoraa.
• Memberships, where offered, are billed monthly in advance. You can cancel a membership at any time. Cancellation takes effect at the end of your current billing period. Membership inclusions depend on the plan you choose.

Cancellations and missed appointments

Plans change, and you can cancel or reschedule a booked consultation. Please tell us at least [NOTICE PERIOD TO BE CONFIRMED] before your appointment time.

A fixed cancellation fee of [AMOUNT TO BE CONFIRMED] applies in two situations: where you cancel with less notice than that, and where you do not attend a booked consultation. The fee is a set amount. It is shown to you before you confirm your booking.

We will waive the fee where you could not attend for a reason outside your control. Contact us at [email protected] and tell us what happened.

The online questions are not a consultation

Before you book, we may ask you some questions online about your health and what you need. Those questions help us point you to the right consultation and give your doctor useful background.

The questions are not a diagnosis. They do not assess whether a medicine is right for you. Answering them does not mean you will be prescribed anything, and it does not create a doctor and patient relationship.

Every service includes a live phone consultation with a doctor. A form is never a substitute for that conversation. No prescription, certificate or referral is issued without it.

Clinical decisions are made by your doctor

Every consultation is a genuine clinical assessment. Whether a certificate, prescription or referral is provided is a decision for the treating doctor. It is made only where the doctor considers it clinically appropriate.

A particular outcome is not guaranteed. Paying a consultation fee does not entitle you to a specific certificate, prescription, referral or other result. Your doctor may recommend a different course of action, or no treatment at all.

Some medicines cannot be prescribed by phone

Prescribing is governed by Australian law and by state and territory regulations. Schedule 8 medicines and certain restricted Schedule 4 medicines cannot be prescribed through a telehealth consultation.

If you need one of these medicines, your doctor will tell you and will point you to the right pathway. That usually means an in-person appointment with a doctor who can assess you face to face.

You choose your own pharmacy

Where a prescription is issued, you are free to have it dispensed at any pharmacy you choose. Clinoraa does not supply, dispense or deliver medicines, and we do not direct your script to a particular pharmacy.

Any pharmacy that dispenses your medicine does so as an independent provider, authorised under the relevant state and territory pharmacy and medicines laws. Your consultation fee covers the doctor's time only. It does not include the cost of any medicine.

Telehealth has limits

Telehealth is not suitable for all health concerns. Your doctor may recommend an in-person assessment, urgent care, a GP review, a referral to another doctor, further investigation or no treatment, depending on your circumstances.

A phone consultation cannot include a physical examination. You agree to follow reasonable clinical advice, including advice to seek in-person or emergency care.

Your responsibilities

You agree to:

• give honest, accurate and complete information to your doctor;
• use the service only for lawful purposes, and only for your own care or the care of a person for whom you are the parent or guardian;
• not seek medicines through deception, impersonate another person, or try to obtain a medicine or outcome for anyone other than the person being consulted;
• keep your account details secure and not share your account with others.

We may decline, suspend or end a consultation or an account where we reasonably believe the service is being misused, where continuing would be unsafe or clinically inappropriate, or where the law requires it.

Confidentiality and its limits

We handle your information in line with our Privacy Policy. Your consultation is confidential in almost every case.

There are limited situations where a doctor may be required to disclose information without your consent. These include:

• where there is a serious risk of harm to you or to another person;
• to meet child protection and other mandatory reporting obligations;
• to make a mandatory notification under section 140 of the Health Practitioner Regulation National Law;
• in response to a court order, subpoena or other legal requirement.

Complaints

If you have a concern about our service, please contact us first at [email protected]. We will try to resolve it with you.

You can also raise a concern with an external body:

• the Australian Health Practitioner Regulation Agency (AHPRA), at ahpra.gov.au, about a registered health practitioner;
• the Health Complaints Commissioner (Victoria), at hcc.vic.gov.au, about a health service. If you live in another state or territory, you can contact the health complaints body there;
• the Office of the Australian Information Commissioner (OAIC), at oaic.gov.au, about how your personal or health information was handled.

You do not have to contact us first before going to an external body.

Other providers involved in your care

Pharmacies, pathology providers, imaging providers and other practitioners are independent of Clinoraa. They are responsible for their own services, their own advice and their own fees.

Nothing in these Terms limits the professional duties that a treating doctor or any other health practitioner owes you under Australian law.

Liability

To the extent permitted by law, we are not liable for loss or damage arising from your use of the website, or from services provided by independent third parties such as pharmacies, pathology providers or other practitioners.

We do not exclude or limit liability for negligence, or any other liability, where the law does not allow it to be excluded or limited. Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

Refunds

A consultation is a genuine clinical assessment. The consultation fee is not refundable simply because a particular outcome was not provided.

Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description, fees are non-refundable. Our services also come with consumer guarantees that cannot be excluded, including that they are provided with due care and skill.

If you believe there has been a problem with your consultation, please contact us at [email protected].

Changes to these Terms

We may update these Terms from time to time. The current version is always on this page, and the date it was last updated appears at the top. Continuing to use the service after a change means you accept the updated Terms.

Governing law

These Terms are governed by the laws of Victoria, Australia. If there is a dispute about them, it is decided by the courts set out below.

• Governing law: The laws of Victoria, Australia.
• Jurisdiction: The courts of Victoria, Australia.

Contact us

• Clinoraa
• ABN 20 698 451 197
• Suite 394, Level 2, 66 Victor Crescent, Narre Warren VIC 3805
• [email protected]