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Terms & Conditions

Terms and Conditions

This website is presented by HelloDoc Pty Ltd for the purposes of providing information about our service provision to the general public. HelloDoc monitors the quality of the information available on this website and updates the information as required.


“HelloDoc Pty Ltd” means the company and can be written as “HelloDoc.”

“Conditions” means the standard terms and conditions set out in this document and (unless the context otherwise requires) includes any special terms and conditions agreed in writing between the Client and HelloDoc Pty Ltd.

“Clinician/s” means Psychiatrists, Psychologists, Accredited Social Workers, or Mental Health Counsellors.

“Client” means the person receiving telehealth services.

“Services” means the Services which Clinicians are to provide in accordance with these Conditions.

“Agreement” means the agreement for the services requested.

“Writing” includes electronic mail, facsimile transmission, and comparable means of communication.

  1. HelloDoc provides multiple services to Clinicians, which include but are not limited to, providing an online platform to provide telehealth, referrals triage and allocation, collecting private fees and processing of Medicare billings, as well as providing administration support services. For these services, HelloDoc charges Clinicians a service fee to use the services. HelloDoc does not employ Clinicians. HelloDoc only offers services to suitably qualified Clinicians, who are registered with their relevant Australian Medical Boards, Australian Health Practitioner Registration Agency (AHPRA) and their respective Fellowship colleges.
  2. Anyone who signs up to these services is referred to as a client within this document. By doing so, you are agreeing to the Terms and Conditions covered within this document, and also to those outlined within the Privacy Policy.
  3. Once a referral is allocated to a clinician, and review completed, then that clinician will provide reports to your referring doctor based upon your condition and your symptoms.
  4. Please be advised that generally our Clinicians provide medical consultation and management plans to you and your referring doctor. In the majority of cases, our clinicians do not offer prescriptions for medication. This will only occur if a prescription requires regulatory authority. It is the client’s responsibility to follow up with their referring GP to pursue (or implement) the plan of management recommended by our clinicians.
  5. You understand that there are other alternatives to video consultations and understand the limitations of video conferences as compared to face-to-face consultations, as it could be different in many ways including but not limited to the potential risks of interruptions due to technical difficulties.
  6. 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.
  7. Any typographical clerical or other error or omission in a quotation price acceptance of offer invoice or other document or information used by HelloDoc shall be subject to correction without any liability on the part of HelloDoc.
  8. The majority of the services provided by our Clinicians are privately charged with Medicare rebates for eligible appointments. Apart from complex assessments and reports, DVA card holders are billed to DVA usually. Clinicians have nominated fees and charges that apply, this will be discussed with you prior to booking the appointments. HelloDoc administration staff will advise these fees in advance before booking appointments. These fees are nominated by individual Clinicians and HelloDoc has no control on these fees. You acknowledge that fees for the services may change without advance notice.
  9. In addition, there can be other charges such as administration fee charges for certain bookings, early cancellation, changes of appointments or for preparing documents when sending them to a different practitioner than the one who initially referred the client to HelloDoc. All prices quoted are valid until price changes are brought into effect by HelloDoc.

Non-Emergency Services

HelloDoc is also not an emergency or crisis service. The services provided via the HelloDoc platform and health practitioners are explicitly designed for non-emergency situations. Psychiatrists appearing on our online platform do not admit patients to the 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 client/yourself or others, necessitating immediate or urgent medical and/or mental health attention (Emergencies).  

Therefore, if you are in crisis or feel your health is an emergency requiring immediate attention, you will need to 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 by telephoning 13 11 14.

Not Medical or Healthcare Advice

You acknowledge and affirm that HelloDoc does not function as a medical or healthcare provider. Consequently, we do not assume liability for any medical or healthcare services obtained through the HelloDoc platform, except in cases where such liability is expressly defined within these Terms. All healthcare practitioners affiliated with our platform practice independently. For all medical and healthcare-related inquiries, clients are urged to seek guidance from qualified Healthcare Practitioners. We do not assert or guarantee the safety, appropriateness, or effectiveness of any specific recommendations, medication or treatment, including those recommended or prescribed by a Healthcare Practitioner during a Consultation. Please note that information available on the HelloDoc platform, excluding information provided by a Healthcare Practitioner during a Consultation, is not equivalent to medical or healthcare advice. Consequently, clients should refrain from using such information as a substitute for consulting a licensed psychiatrist, psychologist, or another qualified healthcare practitioner.

Termination and No Abuse Policy

HelloDoc is committed to fostering a safe and respectful environment for all users. We do not tolerate any abusive, threatening, or intimidating behaviour directed towards our staff, practitioners, or other users. HelloDoc reserves the right to take appropriate action, including service termination from using our sites or services in any way. This means you will not be able to use the site or services unless you adhere to the terms outlined here. Where possible, we will let you know about this, otherwise we recommend you contact your general practitioner, local mental health service, or emergency services.

If any third-party websites or organisations decide to take any kind of action against you, or to terminate your service on their websites, HelloDoc cannot be held accountable.


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 will be able to forward the complaint to the healthcare practitioner but is not responsible for the handling of 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 do not hesitate to contact us at hello@hellodoc.com.au.In order for us to address your complaint effectively, kindly provide us with sufficient details and any supporting information that can assist us in understanding the nature of your concern. We will promptly initiate an investigation into the matter and will communicate the outcome to you within 30 days from the date we receive your original written complaint. Your feedback is invaluable to us, and we are committed to addressing your concerns to ensure the highest quality of service.

Disclaimer of warranty

While we try to keep the information on the website as accurate as possible, we disclaim any warranty concerning its accuracy, timeliness and completeness, and any other warranty, express or implied.

Limitation of Liability and Indemnity

Your acknowledgment and agreement extend to the understanding that HelloDoc assumes no liability for medical care, client care, medical, healthcare, or other guidance, including treatment or prescriptions dispensed by Healthcare Practitioners. To the maximum extent permissible by law, HelloDoc disclaims any liability for direct, indirect, special, punitive, incidental, exemplary, contractual, or consequential damages of any kind arising from your use of the HelloDoc platform. Furthermore, to the maximum extent allowed by law, HelloDoc disclaims liability for any claims, actions, proceedings, losses, liabilities, or expenses (including legal expenses on a full indemnity basis) related to:

  1. Any treatment, advice, or information provided during a Consultation, along with other services offered by Healthcare Practitioners to clients, including prescribed medications and the quality of services provided.
  2. Personal injury, accidents, fatality, or alleged or actual malpractice or negligence by any Healthcare Practitioner.
  3. Your failure to provide accurate answers to questions or supply requested information to HelloDoc or Healthcare Practitioners.
  4. Your use of services offered via the HelloDoc platform.

Except when expressly defined in an agreement between you and HelloDoc, all content, services, products, and software provided on the platform are provided “as is” without any warranty, whether express or implied. You are solely responsible for assessing the platform’s suitability, its content, and the products and services offered for your intended use. We do not warrant that the platform, its content, or the products and services will meet your specific requirements.

It is important to note that nothing within these Terms or otherwise 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. However, subject to this clause and to the maximum extent permitted by law, all implied rights, remedies, guarantees, conditions, and warranties are hereby excluded.


We retain the right to make changes to these Terms at our discretion, without the obligation of prior notification. Your continued use of the HelloDoc platform implies your acceptance of any updated Terms. The latest version of these Terms is always accessible on our website.

Acknowledgment and Acceptance

By choosing to use the HelloDoc website and services, you acknowledge and agree to these terms and conditions.


Don’t Delay Getting The Mental Healthcare Attention You Need, Get A Referral From Your GP And Book An Appointment.