Terms and Conditions
A clear breakdown of how our platform works, what to expect from your care, and where responsibilities sit between you and us.
Last updated: 10 August 2026
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Our administration team is here to help with any questions regarding these terms or your care.
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By booking an appointment or utilizing our platform, you enter into a legally binding agreement governed by these terms. This document details our booking policies, cancellation guidelines, clinician rules, and your responsibilities as a patient.
1. Acceptance of These Terms
Anyone who signs up to HelloDoc’s services is referred to as a “Client” within this document. By choosing to use our website and services, you acknowledge and agree to these Terms and Conditions, as well as those outlined in our Privacy Policy.
2. Our Services
HelloDoc provides Clinicians (Psychiatrists, Psychologists, or Mental Health Counsellors) with an online platform to deliver telehealth services, including referral triage and allocation, collection of private fees, processing of Medicare billings, and administration support. We charge Clinicians a service fee to use these services.
We do not employ Clinicians. We only offer services to suitably qualified Clinicians who are registered with their relevant Australian Medical Boards, AHPRA, and their respective Fellowship colleges.
Once a referral is allocated to a Clinician and a review is completed, the Clinician will provide reports to your referring doctor based on your condition and symptoms. In most cases, our Clinicians provide medical consultation and management plans rather than prescriptions; prescriptions are only issued where required by regulatory authority.
It is the Client’s responsibility to follow up with their referring GP to pursue or implement any recommended plan of management.
You understand there are alternatives to video consultations, and that video consultations differ from face-to-face consultations in several ways, including the potential for interruptions due to technical difficulties.
3. Emergencies & Crisis Exclusions
HelloDoc is not an emergency or crisis services provider. The services provided via our platform are explicitly designed for non-emergency situations, and our Psychiatrists do not admit patients to hospital.
These services are not intended for the treatment of serious medical conditions, medical emergencies, mental health conditions, or circumstances that represent a risk to yourself or others requiring immediate or urgent attention.
If you are in crisis or feel your health is an emergency requiring immediate attention, contact your local mental health service, call 000, or attend an emergency department. Lifeline may also be of assistance in a crisis and can be contacted on 13 11 14.
4. Bookings, Fees & Payments
The majority of services provided by our Clinicians are privately charged, with Medicare rebates available for eligible appointments. Apart from complex assessments and reports, DVA card holders are usually billed to DVA. Clinicians have nominated fees and charges that apply, which will be discussed with you prior to booking; our administration staff will advise these fees in advance.
These fees are nominated by individual Clinicians, and we have no control over them. You acknowledge that fees for services may change without advance notice, and all prices quoted are valid until a price change is brought into effect by us.
There can be other charges, such as administration fees for certain bookings, early cancellation, changes of appointments, or for preparing documents when sending them to a practitioner other than the one who originally referred you to us.
Any typographical, clerical, or other error or omission in a quotation, price, acceptance of offer, invoice, or other document or information we use is subject to correction without any liability on our part.
5. Your Responsibilities
We are committed to fostering a safe and respectful environment for all users. We do not tolerate any abusive, threatening, or intimidating behaviour directed toward our staff, practitioners, or other users. We reserve the right to take appropriate action, including terminating your access to our sites or services, if these terms are not adhered to.
Where possible, we will let you know if this occurs; otherwise, we recommend contacting your GP, local mental health service, or emergency services.
If any third-party websites or organisations take action against you, or terminate your service on their own websites, we cannot be held accountable.
6. Limitation of Liability
We do not function as a medical or healthcare provider, and do not assume liability for any medical or healthcare services obtained through our platform, except where such liability is expressly defined within these Terms.
All Healthcare Practitioners on our platform practice independently. For all medical and healthcare-related inquiries, clients are urged to seek guidance from qualified Healthcare Practitioners.
HelloDoc does not assert or guarantee the safety, appropriateness, or effectiveness of any recommendation, medication, or treatment, including those recommended or prescribed by a Healthcare Practitioner during a consultation.
Information available on our platform, excluding information provided by a Healthcare Practitioner during a consultation, is not equivalent to medical or healthcare advice and should not be used as a substitute for consulting a licensed psychiatrist, psychologist, or other qualified healthcare practitioner.
To the maximum extent permitted by law, we disclaim liability for damages of any kind arising from your use of the platform. This includes direct, indirect, special, punitive, incidental, exemplary, contractual, or consequential damages.
This disclaimer covers several situations. It includes any treatment, advice, or information provided during a consultation. It includes personal injury, accident, fatality, or alleged or actual malpractice or negligence by a Healthcare Practitioner. It includes your failure to provide accurate answers or requested information. And it includes your general use of services offered via the platform.
While we try to keep the information on our website as accurate as possible, we disclaim any warranty concerning its accuracy, timeliness, and completeness, and any other warranty, express or implied.
Except when expressly defined in an agreement between you and us, all content, services, products, and software provided on the platform are provided “as is,” without warranty, whether express or implied. You are solely responsible for assessing the platform’s suitability for your intended use.
Nothing within these Terms is intended to exclude or limit the applicability of the Australian Consumer Law or any other legislation that may imply terms, conditions, or warranties into contracts for the supply of goods or services which cannot be excluded. Subject to this clause, and to the maximum extent permitted by law, all other implied rights, remedies, guarantees, conditions, and warranties are excluded.
7. Privacy & Medical Records
The personal information of clients will be treated with the utmost privacy and professionalism. You can find more information on this in our Privacy Policy, available on our website.
HelloDoc will use your contact details, including your email address, to send service updates and useful information, as well as infrequent marketing communications about our services.
All emails will follow applicable email marketing regulations, and you can unsubscribe from promotional messages at any time by clicking the unsubscribe link in the email or by contacting us directly.
8. Complaints & Contact
If you have concerns or wish to file a complaint related to the Psychiatry or Psychology services, please address your complaint directly to your psychiatrist, psychologist, or your State Ombudsman, Health Complaints Commissioner, or a similar representative body.
HelloDoc can forward the complaint to the relevant healthcare practitioner but is not responsible for handling complaints concerning the provision of Psychiatry or Psychology services by health practitioners.
If you have any concerns about our service, whether it pertains to communication by our administrative staff or the functionality of our website, please contact us at hello@hellodoc.com.au. Please provide sufficient detail and any supporting information that can help us understand your concern.
We will promptly investigate the matter and communicate the outcome to you within 30 days from the date we receive your original written complaint. We retain the right to make changes to these Terms at our discretion, without the obligation of prior notification.
Your continued use of our platform implies your acceptance of any updated Terms. The latest version of these Terms is always accessible on our website.
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