Terms of Service

These Terms govern your use of the website and telehealth services provided by Advanced Performance Clinic Pty Ltd (ABN 62 696 381 825, ACN 696 381 825) (we, us, our). By using our website or services, you agree to these Terms.

Our services

We provide telehealth medical consultations connecting you with independent, qualified Australian medical practitioners. The service we provide is the consultation. A prescription or any other treatment is one possible outcome of a consultation, where clinically appropriate, and is never guaranteed.

Who can use our services

You must be at least 18 years old and located in Australia at the time of your consultation. You agree to provide accurate and complete information.

Meeting the age and location requirements does not mean any particular assessment or treatment is suitable for you. Clinical eligibility is assessed individually by your treating practitioner and depends on your health history, current medications, symptoms, goals and the pathway being considered. Your practitioner may determine that a pathway is not appropriate for you, or that no treatment is appropriate.

The questionnaire and consultation

Our intake questionnaire helps your practitioner prepare for your consultation. The questionnaire is not a consultation. It does not diagnose you, and it does not guarantee that any medication will be prescribed. Every patient has a live consultation with a practitioner before any treatment decisions are made. Only a practitioner who is authorised to prescribe can decide whether to prescribe. That decision is made during the consultation, where clinically appropriate.

Prescriptions and your choice of pharmacy

Whether to prescribe any medication is a clinical decision made by your treating practitioner, where clinically appropriate. If a medication is prescribed, you are free to have it dispensed by the pharmacy of your choice wherever that medication is generally available. Any pharmacy we work with is an Australian pharmacy authorised under the relevant state and territory pharmacy and medicines laws.

Some medicines are not stocked by every pharmacy. Compounded preparations in particular are only available from pharmacies with compounding facilities, so the practical choice of pharmacy for those medicines may be narrower. Where that applies to something you have been prescribed, your practitioner or our care team will tell you before you decide how to have it dispensed. We do not require you to use a particular pharmacy, and we do not receive a benefit from your choice of pharmacy.

Telehealth limitations

Telehealth is not suitable for all health concerns. Your practitioner may recommend in-person assessment, urgent care, a general practitioner review, a specialist referral, further investigation, or no treatment, depending on your circumstances. Telehealth is not for medical emergencies. In an emergency, call 000.

Fees, payments and cancellations

Our fees are set out below and shown again at the point of booking and payment. A Performance Consultation is $149 AUD, one-time, and covers a 20-minute consultation with a qualified Australian doctor. The Advanced Performance Consultation and Blood Panel is $349 AUD, one-time, and includes a doctor consultation with a comprehensive blood panel.

The APC Membership

The APC Membership is a separate, optional offering. You can complete a consultation without subscribing to it. Its terms are:

• Price and minimum term: $99 AUD per month, with a six-month minimum commitment.
• Total minimum financial commitment: $594 AUD, charged as six monthly payments of $99.
• Renewal: the membership does not renew automatically. At the end of the six-month term it ends unless you choose to continue.
• Cancellation: you can cancel at any time by contacting our care team.
• Early cancellation: cancelling during the six-month minimum term stops the membership renewing, but the remaining monthly payments within that minimum term remain payable. You keep access to the included membership services for the remainder of the term you have paid for.
• If we cannot provide the included services: we will contact you to arrange an alternative or to refund the fees for the affected services. Nothing here limits your rights under the Australian Consumer Law.

What each fee covers

Charges are separate and itemised so you can see what you are paying for:

• Consultation fees cover your time with a qualified Australian doctor and the assessment described for that option.
• Pathology costs for any testing outside an included blood panel are charged separately, by the pathology provider or by us where we arrange it.
• Membership fees cover only the ongoing membership services described for the membership.
• Medication costs, pharmacy charges and any delivery charges are set and billed by your chosen pharmacy, not by us. They are not included in any fee we charge.

The two consultation options have different next steps. If you choose the Performance Consultation, you book your appointment once your questionnaire is complete. If you choose the Advanced Performance Consultation and Blood Panel, we email your blood test referral and instructions first. We send you a private booking link once your results have been received and reviewed. If you have recent blood results, you can upload them directly to your patient portal. Your doctor will determine whether existing results are sufficiently recent and contain the information required for your assessment. Where they are, you may not need to complete another blood test and can proceed to booking your consultation. This is a clinical decision, so please do not rely on your own assessment of whether your results are adequate.

If you need to cancel or reschedule, please give us at least 24 hours' notice. A cancellation fee may apply to late cancellations and missed appointments. Any fee is shown before you book and confirmed at the time of booking.

Refunds

Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Because what we supply is a service, those guarantees include that our services will be provided with due care and skill, will be fit for the purpose we have agreed, and will be supplied within a reasonable time where no timeframe has been agreed. If a service we have charged you for is not provided as required, you may be entitled to a remedy, which depending on the circumstances may include having the problem fixed or a refund of the affected fees.

Subject to those guarantees, fees already paid for a consultation that has taken place are generally non-refundable. A consultation does not guarantee that any treatment will be recommended or prescribed, and the fee is not refundable on the basis that no treatment was recommended. Where goods are supplied to you, the consumer guarantees for goods apply separately, including where goods are faulty, not fit for purpose, or do not match their description.

If you have a concern about a service you have paid for, contact us at [email protected] and we will work through it with you.

Third-party services

Where your care involves third parties such as pathology providers or pharmacies, those parties are responsible for their own services. Nothing in these Terms limits the professional duties owed to you by any practitioner, or excludes any guarantee or remedy you have under the Australian Consumer Law.

Confidentiality and its limits

We treat your information confidentially in accordance with our Privacy Policy. There are limited circumstances in which practitioners may be required by law to disclose information without your consent, including where there is a risk of serious harm to you or another person, to meet child protection obligations, to make a mandatory notification under the Health Practitioner Regulation National Law, or to comply with a court order.

In a crisis

If you or someone else is in immediate danger, call 000. For mental health support, you can call Lifeline on 13 11 14 at any time.

Complaints

If you have a concern, please contact us first at [email protected] so we can try to resolve it. You may also contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au, the health complaints commissioner in your state or territory, or, for privacy matters, the Office of the Australian Information Commissioner (OAIC). You do not have to raise a concern with us first.

Our Complaints Policy sets out how to make a complaint, what happens next, the timeframes we work to, and the external bodies you can escalate to. How we contact you, and how quickly we aim to respond, is set out in our Communication Policy.

Intellectual property

The content on this website is owned by or licensed to us and may not be reproduced without our permission.

Limitation of liability

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Subject to that, our liability is limited to the extent permitted by law.

Governing law

These Terms are governed by the laws of Queensland, Australia. You submit to the jurisdiction of the courts of Queensland, Australia.

Changes to these Terms

We may update these Terms from time to time. The current version is always available on our website.