Terms and Conditions

Introduction

HelloGP Pty Ltd (referred to as “HelloGP,” “we,” “us,” or “our”) operates this website to provide information about our services to the general public. We take great care to ensure the quality and accuracy of the information on this website.

  1. General Terms of Service

    By using the HelloGP website (www.hellogp.com.au), our mobile applications, and any other mediums through which we offer our services (collectively, the “Platform”), you agree to be bound by these terms of service (the “Terms”) and all applicable laws. Your access or use of the Platform, or any of our services, signifies your acceptance of these Terms and our Privacy Policy, both of which may be revised periodically.

  2. About HelloGP

    HelloGP Pty Ltd (referred to as “HelloGP,” “we,” “us,” or “our”) provides an online platform to facilitate telehealth services, connecting patients (referred to as “Patients”) with registered healthcare practitioners (referred to as “Doctors”) in Australia. Our Telehealth Services enable Patients to receive medical care and related services via phone and videoconferencing. Healthcare Practitioners deliver these services by conducting online consultations with Patients, examining their medical history via videoconference and other technologies, without being able to physically examine the patient in-person.

  3. Not Medical or Healthcare Advice

    Please note that HelloGP is not a medical or healthcare provider, and we are not responsible for any medical or healthcare services, including Telehealth Services, obtained through the Platform, except as expressly provided in these Terms. For any medical or healthcare-related inquiries, it is essential to consult a Healthcare Practitioner. Information on the Platform, excluding information provided by Healthcare Practitioners during Consultations, should not be considered a substitute for personalized advice from a qualified healthcare practitioner.

  4. Non-Emergency Service

    The services offered on the Platform are not suitable for serious medical conditions, medical emergencies, or situations that require immediate or urgent treatment (referred to as “Emergencies”). In case of a serious medical condition or need for immediate medical assistance, you should contact emergency services at 000 or visit the nearest hospital emergency centre.

  5. Not a Substitute for Ongoing Medical Care

    Our services, including Telehealth Services, are not meant to replace the ongoing care provided by your primary healthcare provider or general practitioner (GP) responsible for managing your regular healthcare needs. We encourage Patients to schedule follow-up visits with their primary physicians to ensure comprehensive healthcare management.

  6. Accuracy of Patient Information and History

    The effectiveness of Telehealth Services depends on complete and truthful responses to questions during assessments of treatment appropriateness and medication suitability. Patients (or their guardians, if applicable) must provide accurate and comprehensive information and report any new symptoms or changes in their condition since their last Consultation.

  7. Limitation of Liability and Indemnity

    You acknowledge and agree to the following:

    • We are not responsible for medical care or advice provided by Healthcare Practitioners.
    • To the maximum extent permitted by law, we disclaim liability for any direct, indirect, special, punitive, incidental, exemplary, contractual, or consequential damages arising from your use of the Platform.
    • You indemnify us (and our related entities, officers, employees, and consultants) against claims, actions, losses, liabilities, and expenses resulting from:
      • Treatment, advice, or information provided during Consultations and any other services by a Healthcare Practitioner (including prescribed medications and the quality of services).
      • Personal injury, mishaps, or malpractice by any Healthcare Practitioner.
      • Failure to provide truthful answers or requested information.
      • Use of the Platform’s services.
    • We exclude all implied rights, remedies, guarantees, conditions, and warranties to the fullest extent permitted by law.
  8. Using the Platform

    By using the Platform, you acknowledge and agree to the following:

    • You are at least 18 years of age, or you are the legal guardian, parent, or health attorney of the Patient.
    • The Patient does not have dangerous or unusual symptoms.
    • The need for the Consultation is unrelated to an accident or injury.
    • The Patient does not have multiple or serious chronic conditions and is not taking multiple prescribed medications.
    • You have provided complete and truthful answers to the “Patient General Medical Questions” and have not omitted relevant information.
    • The quality of medical advice provided during a Consultation is not guaranteed.
    • Patients are not permitted to share their medication prescriptions with others.
    • You will safeguard your Platform login information.
    • We reserve the right to cancel your registration on the Platform.
    • If a Healthcare Practitioner prescribes medication or treatment and the Patient experiences noticeable side effects, you will promptly notify us.
    • You will use the Platform in compliance with Australian law.
    • You will treat the personal information of others in accordance with privacy laws.
    • You will not load or publish material containing viruses, trojan horses, worms, or other harmful programs.
  9. Payments

    Payment options are available on the Platform, and by using the Platform, you agree to pay all fees and charges in accordance with these Terms and the applicable fees and charges. You also agree that we are authorized to process the payment using the provided credit or debit card at the time of booking to confirm the appointment.

  10. Telehealth Consultation Refunds

    The Doctors we engage with are all registered healthcare practitioners in Australia who have been screened to provide the best customer service and patient healthcare. They are dedicated to offering quality advice, and like regular doctors, they do not typically offer refunds for their professional services. However, they are fully insured in case of unexpected medico-legal claims. If a Doctor believes that a Patient requires a physical in-person consultation, or they are unable to assist, they may consider a refund of the consultation fee at their discretion.

    • Cancellations: For same-day bookings, please note that if you decide to cancel your appointment, no refunds will be provided.

    • Additionally, if you’ve made an advance appointment and need to cancel it, we kindly request that you provide a minimum of one business day’s notice. In the event of a cancellation with less than one business day’s notice for an advance appointment, the full appointment fee will be incurred.

    • The Consultation fee will be refunded in the following cases:

      • If the Healthcare Practitioner or our staff cancels the appointment.
      • In the event of technological failure preventing an effective Consultation, which is assessed and logged by the Healthcare Practitioner, or our staff.
    • Non-Attendance: The video conference link for the consultation will be sent to you via email or SMS after booking an appointment. It’s expected that you log in promptly upon receiving this video link and wait for doctor to attend which usually doesnt take that long.

      In the event of no one appearing on the video or other technical issues, the doctor will attempt to call you. It is your responsibility to keep your phone handy to accept the call. The call may likely be from a private or no caller ID.

      Doctors will make at least 1-2 calls and may consider contacting the emergency person if you provided that information during booking. If unable to make contact, including incorrect mobile number details, the appointment will be considered not attended, and no fee will be refunded.

    • Refunds: Refunds, when applicable, will be issued through the online payment gateway to the card used for payment. It may take up to five working days for refunds to appear on your card statement.

  11. Prescriptions, Medical Certificates, Referrals

    Prescription medications prescribed by a Doctor are delivered to you via SMS or email, and you have the freedom to choose your preferred pharmacy for dispensing and collection.

    Medical certificates, referral letters, or other relevant document/s agreed by the health practitioner will be sent to you via email or SMS. You can view and download these from our mobile apps.

  12. Consultations and Availability of Doctors

    We cannot guarantee the availability of a Healthcare Practitioner at the scheduled time. If a Healthcare Practitioner is unavailable, we will attempt to find a replacement and inform you of any appointment cancellations. We respect Patients’ preferences for Healthcare Practitioners (e.g., gender or language), and we’ll make reasonable efforts to accommodate these preferences based on availability. Consultations are typically up to 10 minutes long, and while health practitioners aim to provide diagnoses and treatment plans within this time frame, Patients can end the Consultation at any time but will be charged for the full 10 minutes. Healthcare Practitioners may choose to interrupt, reschedule, or decline treatment at their discretion, and complex medical problems may require longer consultation times incurring additional fees.

  13. Use of Communication Tools

    The method of conducting Consultations is at the discretion of the Healthcare Practitioner and may include video conference, telephone, or a combination of these. Email, instant messaging, and fax are not used for Consultations, but you may need to provide an email address and contact number, for post-Consultation paperwork. All communication between Healthcare Practitioners and Patients should occur within the allocated Consultation time, with any exceptions requiring written approval from the Healthcare Practitioner.

  14. Reviews

    We may periodically invite you to submit reviews of our services on the Platform. Please note that any content you submit may be used at our sole discretion. You agree not to make disparaging comments, statements, or take any action that harms our reputation or goodwill.

  15. Intellectual Property Ownership

    The Platform, including all content, features, and functionality, is our exclusive property and is protected by intellectual property laws. Any intellectual property rights related to feedback provided to us regarding the Platform remain our property. You may use the Platform for personal, non-commercial purposes only and must not access or use any part of the Platform, services, or materials for commercial purposes.

  16. Privacy Policy

    HelloGP adheres to the Privacy Act 1988 (Cth) and respects your privacy. Our Privacy Policy, available on our website, outlines our privacy practices. We use your personal information in accordance with the terms of our Privacy Policy.

  17. Amendments

    We reserve the right to change these Terms without prior notice. Such changes will be effective upon your next use of the Platform. Continued use of the Platform implies acceptance of the updated Terms. The most current version of these Terms is always available on our website.

  18. Governing Law

    These Terms are governed by the laws of South Australia. Both parties agree to the non-exclusive jurisdiction of the courts of South Australia and courts competent to hear appeals from those courts.

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