Terms & Conditions.

1. Definitions

In these terms: Practitioner means a registered health practitioner who provides consultations through our platform; Portal means the patient portal and booking platform we make available through our practice-management partner; Services means our website, the Portal, and the telehealth consultations and patient support we facilitate; you means the person accessing the Services. The terms in force at the time you book or receive a Service are the terms that govern it.

2. Our service

Dosely is an Australian telehealth clinic. We facilitate consultations between patients and AHPRA-registered practitioners delivered by secure video, and we provide patient support and administration around those consultations. Completing our eligibility questionnaire or booking a consultation does not guarantee that any particular care will be recommended.

3. Practitioner independence

Practitioners exercise independent professional judgement and are responsible for their own clinical decisions. When you consult with a Practitioner, a practitioner-patient relationship is formed between you and that Practitioner. All clinical decisions, including any assessment, advice, prescription, referral or decision not to provide any of these, rest solely with the Practitioner and are made in accordance with their professional and legal obligations. A Practitioner may decline to provide any particular treatment, prescription or referral where they consider it is not clinically appropriate, and you agree that this is a clinical decision. We do not direct, influence or override clinical decisions, and we make no representation that any particular treatment will be recommended to you.

4. Not for emergencies, and not a replacement for your GP

Our Services are not suitable for emergencies. If you require urgent medical attention, call 000 or attend your nearest emergency department. Our Services do not replace the role of your regular general practitioner and do not provide comprehensive general medical care. We encourage you to keep your regular GP informed of any care you receive through Dosely, and your Practitioner can communicate with your GP at your request. If you experience side effects or your condition changes, contact your Practitioner, our support team or your GP; in an emergency, call 000.

5. Eligibility

The Services are available to individuals who are at least 18 years of age, reside in and are located in Australia at the time of the consultation, are capable of entering a legally binding agreement, and are capable of consenting to medical treatment. You must provide accurate, complete and current information in the eligibility questionnaire, at booking and during consultations, and must not omit information that a reasonable person would consider relevant to your care. We may suspend or decline Services where information you provide is materially inaccurate or incomplete.

6. Your account

To use the Services you will create an account through the Portal. You are responsible for keeping your login credentials secure and for all activity that occurs under your account. You must not use another person's account or allow another person to use yours. Notify us immediately at info@dosely.com.au if you believe your account has been accessed without authorisation. Your use of the Portal is also subject to the platform provider's own terms presented at signup. We may occasionally suspend or restrict access to perform maintenance or address technical issues.

7. Telehealth: what you consent to

By booking and attending a consultation you consent to receiving care by video or telephone. You acknowledge that a remote consultation does not include a physical examination, that your Practitioner relies on the accuracy and completeness of the information you provide, and that telehealth may not be sufficient to assess your condition, in which case you will be advised to seek in-person care. Consultations are documented in your clinical record in accordance with professional obligations. You will be informed if a consultation is to be recorded and may decline.

8. Bookings

Information about our Services on this website is an invitation to treat. When you request a booking you are making an offer, and a binding agreement is formed only when we confirm your appointment. We may decline a booking request, including where the request is incomplete, where we determine we cannot provide adequate care for your needs or circumstances, or where the Services are unavailable. If we decline your booking, any amount you have paid will be refunded in full. We cannot guarantee that you will consult with a particular Practitioner.

9. Fees and payment

Consultation fees are displayed before you book: $49 for an initial consultation and $29 for follow-up consultations, with a 15% discount for verified holders of an eligible Australian Government concession, pension or veterans card. Payment is required at the time of booking through the Portal. Consultations are privately billed; any rebate eligibility is a matter between you and Medicare or your insurer. We may change our fees from time to time, and the fee displayed at the time you book is the fee that applies to that consultation.

10. Refunds and the clinical-suitability policy

If your Practitioner determines during your initial consultation that Dosely cannot appropriately care for you, your initial consultation fee will be refunded in full to your original payment method. Consultation fees are otherwise non-refundable once the consultation has been provided, including where care through Dosely is assessed as clinically appropriate but you choose not to proceed. Nothing in this policy limits your rights under the Australian Consumer Law.

11. Appointments and cancellations

You may reschedule or cancel through the Portal. Where you cancel with at least 24 hours notice, your fee will be refunded or your appointment credited at your election. Cancellations with less than 24 hours notice, and appointments you do not attend, are not refundable. We may cancel or reschedule an appointment, including where you are not contactable 10 minutes after the scheduled start time or where required intake information has not been completed; in that case you may choose a new time or receive a full refund.

12. Conduct and respect

We are committed to a safe and respectful environment for our patients, Practitioners and support team. Discriminatory, abusive, threatening or harassing behaviour is not tolerated, and we may decline or discontinue Services where it occurs.

13. Acceptable use

You must not: use the Services for any unlawful or fraudulent purpose; submit false or misleading information; attempt to gain unauthorised access to, interfere with or disrupt the website or Portal or their servers; introduce malicious code; scrape, harvest or mine data from the Services; use the Services to build a competing service; reverse engineer any part of the Services; or reproduce, resell or commercially exploit any part of the Services without our written consent.

14. Communications

We will send you communications necessary to deliver your care, including appointment confirmations, reminders and clinical follow-ups. Where you have provided your phone number or email address, we may also send you service and promotional communications, and you may opt out of promotional messages at any time by following the unsubscribe instructions or contacting us. Opting out of promotional messages does not affect communications necessary for your care. Standard carrier charges may apply to SMS. If you change or deactivate your phone number, please update your account details.

15. Promotions

Any promotion, discount or campaign we run is subject to the terms published with it. Unless stated otherwise, promotions are limited to one use per patient, are not transferable, have no cash value, and cannot be combined with other offers. We may withdraw, amend or extend a promotion at any time, acting reasonably. A promotion does not guarantee that you will be booked for a consultation, that you will be found suitable for our clinic, or that any particular care will be recommended.

16. Third-party services and links

Bookings, patient accounts and payments are handled through a third-party practice-management platform, and payments are processed by third-party payment providers. Our website may link to third-party websites or resources. We take care in selecting our providers, but we are not responsible for the content of third-party sites or for outages or faults in third-party systems beyond our control, and a link does not imply endorsement.

17. Website content

Content on this website is general information about our Services and is not medical advice. It does not account for your individual circumstances and is not a substitute for consultation with a health practitioner. Personalised advice is provided only within a consultation by your Practitioner. We take care to keep information accurate but do not warrant that it is free from error; where we become aware of an error we will correct it.

18. Intellectual property

All content on this website, including the Dosely name, logo, text, imagery and design, is owned by or licensed to AAP Ventures Pty Ltd and may not be copied, reproduced, republished or distributed without our written permission. If you send us feedback or suggestions, you agree we may use them to improve our Services without obligation to you.

19. Indemnity

To the extent permitted by law, you agree to indemnify us against any loss, liability or reasonable legal cost we incur arising from your breach of these terms, your provision of false or misleading information, or your misuse of the Services. This indemnity does not apply to the extent the loss was caused by our own negligence or breach.

20. Liability

Our Services come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in these terms excludes, restricts or modifies those guarantees or any other right you have that cannot lawfully be excluded. Subject to that, and to the maximum extent permitted by law: our liability for a breach of a non-excludable guarantee is limited to resupplying the Services or paying the cost of resupply; we exclude liability for indirect or consequential loss; and our total aggregate liability in connection with the Services is limited to the fees you paid in the six months before the event giving rise to the liability. This clause does not limit any liability of a Practitioner in relation to their own clinical decisions.

21. Privacy

Your personal and health information is handled in accordance with our Privacy Policy, which forms part of these terms.

22. Suspension and termination

You may stop using the Services at any time and may request closure of your account by contacting us. We may suspend or terminate your access where you breach these terms, where information you have provided is materially false or misleading, where continuing to provide Services would be clinically inappropriate or unsafe, or where required by law or professional obligation. Where practicable we will give you notice and reasons. Termination does not affect fees already incurred, our clinical record-keeping obligations, or rights that accrued before termination. Clauses capable of surviving termination continue to apply.

23. Complaints and disputes

If you are unhappy with any aspect of your care or our service, please contact us first at info@dosely.com.au or 03 9088 8779 so we have a genuine opportunity to resolve it. We will acknowledge your complaint and respond as soon as we reasonably can. If your concern relates to the conduct of a registered health practitioner and you are not satisfied with our response, you may contact the Australian Health Practitioner Regulation Agency at ahpra.gov.au, or your state health complaints body (in Victoria, the Health Complaints Commissioner at hcc.vic.gov.au). Privacy complaints are handled under our Privacy Policy and may be escalated to the Office of the Australian Information Commissioner. Nothing in these terms prevents you from exercising any right you have at law.

24. General

We may update these terms from time to time; the current version will always be published on this page with its last updated date, and continued use of the Services after publication means you accept the updated terms. You may not assign your rights under these terms without our consent. If any provision is found unenforceable, it is severed and the remaining provisions continue to apply. A failure to enforce a provision is not a waiver of it. These terms, together with our Privacy Policy, form the entire agreement between us in relation to the Services.

25. Governing law

These terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria.

26. Contact

AAP Ventures Pty Ltd trading as Dosely. Email info@dosely.com.au or call 03 9088 8779.