Terms & Conditions

HeyDoc Health Pty Ltd ("HeyDoc", "we", "us", or "our") operates an online platform ("Platform") that facilitates access to healthcare information, administrative coordination, and referral services for patients ("Patients") and qualified healthcare providers ("Healthcare Practitioners").

Our Platform enables users to obtain information, book health-related services, and receive administrative support in connection with legitimate healthcare providers. HeyDoc does not itself provide clinical consultations, diagnoses, or medical treatment. We also do not prescribe or dispense medications.

HeyDoc is not a medical or healthcare provider. The information made available through our Platform is for general informational purposes only and is not a substitute for independent professional medical advice, diagnosis, or treatment.

You should not rely on any information provided on the Platform to make decisions regarding your health. Always seek the advice of your doctor or other qualified healthcare professional with any questions you may have regarding a medical condition or treatment.

The Platform and any services provided through HeyDoc are not suitable for medical emergencies or urgent conditions.

If you believe you are experiencing a medical emergency or require immediate medical assistance, you should call 000 or attend the nearest hospital emergency department.

HeyDoc's Platform is intended to complement—not replace—your relationship with your usual general practitioner or other medical professional. We encourage you to maintain regular consultations with your healthcare provider for ongoing management and review of your health.

To ensure the effectiveness of any referral or coordination service, users must provide accurate, complete, and up-to-date information. You acknowledge and agree to:

• Provide truthful and complete responses to any questions or forms requested on the Platform;
• Notify us promptly of any changes to your personal or contact details; and
• Take responsibility for ensuring that all information you supply is accurate.

HeyDoc is not responsible for any errors, delays, or adverse outcomes arising from incomplete or inaccurate information supplied by you.

You acknowledge and agree that:

• HeyDoc does not provide medical diagnosis, treatment, prescriptions, or any clinical service;
• To the maximum extent permitted by law, HeyDoc is not liable for any direct, indirect, incidental, special, consequential, or exemplary loss or damages arising out of your use of, or inability to use, the Platform;
• You indemnify HeyDoc and its officers, employees, contractors, and affiliates from and against all claims, losses, liabilities, damages, costs, and expenses (including legal fees on a full indemnity basis) arising from your use of the Platform, your breach of these Terms, or your violation of any law or third-party rights.

Nothing in these Terms excludes or limits any statutory guarantees or rights under the Australian Consumer Law that cannot be excluded by law.

By accessing or using the Platform, you agree that:

• You are at least 18 years of age, or you are the lawful guardian of a minor who is using the Platform;
• You will use the Platform only for lawful purposes and in accordance with these Terms;
• You will not use the Platform for any activity that may cause harm, disruption, or interfere with the operation of the Platform or other users;
• You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account; and
• You will treat any personal information obtained through the Platform in accordance with the Privacy Act 1988 (Cth) and all relevant privacy laws.

We reserve the right to suspend or terminate access to the Platform at our sole discretion if we believe misuse, unlawful activity, or breach of these Terms has occurred.

8.1 Payment Terms

All consultation fees are payable in advance at the time of booking. Payment is processed securely through our third-party payment provider. Consultation fees (including GST) are displayed at the time of booking and cover the provision of a consultation with a qualified healthcare practitioner.

8.2 Refund Policy

Refunds are provided at our discretion and will only be considered in exceptional circumstances. All refund requests must be submitted to our support team for review. Refunds may be provided in the following limited circumstances:

• Platform Technical Failure: Refund may be provided if the consultation cannot occur due to documented technical issues or system failures on HeyDoc's platform (not including patient internet or device issues).
• Service Not Delivered: Refund may be provided if we are completely unable to provide a doctor for your consultation within a reasonable timeframe.

8.3 No Refund Circumstances

Refunds will not be provided in the following circumstances:

• After the consultation has been completed and a referral or medical advice has been provided;
• Patient no-show or failure to attend the consultation;
• Dissatisfaction with the medical advice or outcome provided, where the practitioner has acted in accordance with professional medical standards;
• Technical issues on the patient's end (internet connection, device malfunction, etc.);
• Change of mind or personal circumstances after booking;
• After the consultation has commenced.

8.4 Refund Process

To request a refund, contact our support team at support@heydochealth.com.au with your consultation number and detailed reason for the refund request. All requests will be reviewed on a case-by-case basis. There is no guarantee that a refund will be granted. If approved, refunds will be processed to your original payment method within 5-10 business days.

8.5 Australian Consumer Law

Nothing in this refund policy limits your rights under the Australian Consumer Law. If there is a major problem with our services, you are entitled to a refund or compensation as required by law.

HeyDoc makes every reasonable effort to ensure continuous access to the Platform. However, we do not guarantee that the Platform will be available at all times or that access will be uninterrupted or error-free.

We reserve the right to modify, suspend, or discontinue any part of the Platform at any time without prior notice.

HeyDoc may communicate with users via secure messaging, email, or telephone for administrative and service-related purposes only. We do not authorise the use of these tools for clinical consultations or medical advice. By providing your contact details, you consent to receiving such communications.

From time to time, you may be invited to provide feedback or reviews regarding your experience with HeyDoc. By submitting content, you grant HeyDoc a non-exclusive, royalty-free, perpetual, and worldwide licence to use, reproduce, and publish that content for promotional or analytical purposes.

You agree not to post or transmit any defamatory, misleading, or unlawful material, and you acknowledge that HeyDoc may remove or edit any such content at its discretion.

All content, design, text, graphics, interfaces, and other materials available on the Platform, including the HeyDoc name and logo, are the property of HeyDoc or its licensors and are protected under Australian intellectual-property law.

You may use the Platform and its materials for personal, non-commercial purposes only. You must not copy, reproduce, modify, distribute, or create derivative works without prior written consent from HeyDoc.

HeyDoc respects your right to privacy and complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy outlines how we collect, use, store, and disclose your personal information.

A copy of our current Privacy Policy is available at www.heydochealth.com.au

HeyDoc may amend these Terms from time to time. Any updates will take effect upon publication on our website. Your continued use of the Platform following such publication constitutes acceptance of the amended Terms.

These Terms are governed by the laws of New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales and courts competent to hear appeals from those courts.

If you have any questions regarding these Terms, please contact:

HeyDoc Pty Ltd

Email: admin@heydochealth.com.au

Website: www.heydochealth.com.au