Terms & conditions.

These Terms & Conditions govern your use of the Zendra Health website and the telehealth services offered through it. The website and services are operated by Zendra Health Pty Ltd (ABN 60 696 084 983), referred to here as "we", "us" or "our".

By accessing the site or requesting a consultation, you agree to these terms. If you do not agree, please do not use the site or our services. We may update these terms from time to time, and the current version is always available on this page.

The information on this site is general in nature and is provided for educational purposes only. It is not a substitute for advice from an AHPRA-registered Australian healthcare practitioner, and it should not be relied upon to diagnose, treat or manage any condition.

You agree to use the site lawfully and not to interfere with its operation, attempt to gain unauthorised access, or use it in a way that could harm us or other users. We may suspend or withdraw any part of the site at any time without notice.

To request a consultation you must be at least 18 years of age and physically located in Australia at the time of your appointment. Our services are intended for people in Australia and are not directed at residents of other countries.

You agree to provide accurate, current and complete information during your consultation and to keep your details up to date. Decisions about your care depend on the information you provide, so honesty about your history and circumstances matters.

Our consultations are conducted by video with appropriately qualified and AHPRA-registered Australian healthcare practitioners. Telehealth is not suitable for everyone or for every concern. It has limits. Some conditions need a physical examination, hands-on tests, or in-person care that cannot be provided over video. Telehealth also depends on a stable internet connection and on the accuracy of the information you share.

Depending on your circumstances, your practitioner may recommend in-person assessment, urgent care, GP review, referral to another doctor, further investigation, or no treatment at all. A consultation is an opportunity to discuss your health and to receive considered advice. Any outcome is a clinical decision made by your practitioner. Individual results vary, and an assessment does not guarantee a particular outcome.

Our services are not a replacement for your regular GP or primary healthcare provider. Where clinically appropriate, your practitioner may recommend GP review, referral to another doctor, further investigation, or sharing relevant information with your treating healthcare providers with your consent.

Before a consultation, we may ask you to complete an online questionnaire or intake form about your health. This helps your practitioner prepare. The questionnaire is not a diagnosis. It does not assess your suitability for any treatment on its own, and it does not guarantee that any medicine will be prescribed.

Completing an intake form is not the consultation itself. A clinical assessment only happens during a live consultation with a practitioner. Your practitioner reviews your answers, discusses your needs with you, and makes any clinical decisions during that consultation.

A prescription is never guaranteed. Where clinically appropriate, your practitioner may prescribe a medicine after assessing you. Whether to prescribe is a clinical decision made by the practitioner, based on your individual circumstances. They may decide that a medicine is not suitable for you, or that another option is better.

Prescribing only follows a live consultation and clinical assessment with an appropriately authorised AHPRA-registered prescriber. Completing an intake form, reading our website, or requesting a medicine does not lead to a prescription on its own. The prescriber decides.

If you receive a prescription, you are free to choose your own pharmacy. You do not have to use any pharmacy we suggest. Where a medicine is dispensed through a pharmacy we work with, that pharmacy is an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws.

Some medicines may be supplied through lawful compounding pathways where clinically appropriate. Compounded medicines are prepared by an authorised Australian pharmacy for an individual patient. They are not assessed by the Therapeutic Goods Administration (TGA) in the same way as registered medicines.

We do not advertise prescription-only medicines, unapproved therapeutic goods, compounded medicines, or specific therapeutic goods to the public. Any discussion of treatment options occurs only during a private consultation with an appropriately registered healthcare practitioner, where clinically appropriate and permitted by Australian law.

Fees for consultations and any associated services are set out at the point of booking. Payment is required as described during the booking process. Fees may change from time to time, and the fee that applies is the one shown when you book.

If a technical issue on our side prevents your consultation from proceeding, we will work with you to reschedule or, where appropriate, arrange a refund. Refunds are handled in line with your rights under the Australian Consumer Law.

If you need to cancel or reschedule a consultation, please let us know as early as you can so the appointment can be offered to someone else. You can cancel or reschedule free of charge with at least 24 hours' notice.

If you cancel within 24 hours of your appointment time, a fee of 50% of the consultation cost may apply. If you do not attend and give no notice, the full consultation fee may be charged. The fee that applies is shown to you when you book, before you confirm.

We may need to reschedule or cancel an appointment for clinical or operational reasons. If we do, we will give you as much notice as possible and offer a suitable alternative. You will not be charged a cancellation fee when we cancel.

Our consultations and any related goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

We do not offer refunds for change of mind. This does not limit any rights or remedies available to you under the Australian Consumer Law, including where services are not provided with due care and skill, are not fit for purpose, or do not match their description.

We keep your health information confidential and handle it in line with our Privacy Policy. There are limits to confidentiality. In some situations, the law requires or allows your practitioner to share information without your consent.

These situations include the following. Where there is a serious risk of harm to you or another person. Where a child may be at risk and child protection laws apply. Where a mandatory notification must be made about a registered health practitioner under section 140 of the Health Practitioner Regulation National Law. Where we are required to release information by a court order, subpoena, or other legal obligation.

Where the law allows, your practitioner will only share what is necessary, and will aim to tell you when information has been shared.

Our service is not for emergencies. If you are in danger, or you think someone's life is at risk, call 000 now or go to your nearest emergency department.

If you need to talk to someone, Lifeline is available 24 hours a day on 13 11 14. A consultation with us is not a substitute for emergency care.

Browsing this website, reading our content or making an enquiry does not create a practitioner-patient relationship. A clinical relationship is formed only once you complete a consultation with one of our practitioners and they accept you into their care.

Until that point, nothing on this site should be treated as personal medical advice.

If something has not met your expectations, please tell us first. You can reach us at [email protected] or on 1300 ZENDRA , and we will do our best to put things right.

You can also raise a concern with an external body. You may contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au about a registered practitioner. You may contact the health complaints commissioner or ombudsman in your state or territory about a health service. In Victoria, this is the Health Complaints Commissioner at hcc.vic.gov.au. You may contact the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au about a privacy concern.

All content on this site, including text, design, graphics, logos and the Zendra Health name, is owned by us or our licensors and is protected by Australian and international intellectual property laws. You may view and print pages for your own personal, non-commercial use.

You may not copy, reproduce, modify, distribute or otherwise use any content for commercial purposes without our prior written permission.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

To the extent permitted by law, we are not liable for any loss or damage arising from your use of the site, from reliance on its general information, or from circumstances beyond our reasonable control. Where permitted by law, and where liability may legally be limited, our liability is limited, at our option, to resupplying the relevant service or paying the cost of having the service resupplied.

We may work with third parties, such as pharmacies and pathology providers, to support your care. Nothing in these Terms limits the professional duties those providers owe you, or excludes the consumer guarantees and rights you have under the Australian Consumer Law.

We handle your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, applicable state and territory health privacy legislation, and our Privacy Policy. We retain clinical records in line with applicable Australian privacy and health records legislation, including the Health Records Act 2001 (Vic) where it applies. For adults, we keep clinical records for at least 7 years from the date of the last entry. For patients who were minors when the record was made, we keep it until they turn 25.

Please read our Privacy Policy to understand how we collect, use, store and protect your information.

These Terms are governed by the laws of Victoria and the Commonwealth of Australia. The courts of Victoria have non-exclusive jurisdiction to hear disputes arising from these Terms. This is subject to any rights you may have under applicable consumer laws.

From time to time we may offer a promotional discount, such as a percentage off an initial consultation fee, redeemable with a code at the time of booking. Any such offer is a discount on the consultation service only. It is not an inducement to seek treatment you do not need, and it does not influence clinical decisions, which are made by your practitioner based on your individual circumstances.

Unless we state otherwise: an offer applies to new patients booking their first Initial Consultation; the code must be entered at booking to apply; only one code may be used per booking; discounts are not redeemable for cash and cannot be combined with any other offer; and we may vary, suspend or withdraw an offer at any time. The current welcome offer is 10% off a first Initial Consultation using the code WELCOME10 at checkout.

A discount does not change the nature of the service or the clinical assessment. Whether any treatment is appropriate is determined by an AHPRA-registered Australian healthcare practitioner at consultation, and a consultation does not guarantee that any particular treatment will be offered.

• Level 2, 525 Collins Street, Melbourne VIC 3000
• [email protected]
• 1300 ZENDRA

If you have any questions about these Terms & Conditions, please get in touch and we will be glad to help.