Terms of Service

These Terms of Service govern your access to and use of the NexAge Health website and telehealth services operated by NexAge Health Pty Ltd. By using our website or booking a consultation, you agree to these terms. If you do not agree, please do not use our services.

For any questions about these terms, contact us at [email protected].

1. About Our Services

NexAge Health Pty Ltd provides doctor-led telehealth health optimisation programs to eligible Australians. Our services include:

• Online health assessments and clinical intake
• Pathology and biomarker testing to establish a clinical baseline
• Personalised telehealth consultations with AHPRA-registered practitioners
• Structured health optimisation programs tailored to your biology
• Ongoing clinical monitoring and program adjustments

Our programs are designed for health optimisation and preventive wellness. They are not a substitute for emergency medical care, acute illness management, or ongoing primary care with your GP.

Medical emergency: call 000 immediately. Do not use this service for urgent or life-threatening health concerns.

2. Eligibility

To use our services, you must:

• Be at least 18 years of age
• Be an Australian resident with a valid Australian address
• Not be seeking care for an acute illness, emergency, or condition requiring immediate in-person treatment

By booking a consultation or completing an assessment, you confirm that you meet these eligibility requirements. We reserve the right to decline or discontinue services where eligibility requirements are not met.

3. Account and Registration

Some features of our service require you to create an account. You are responsible for:

• Providing accurate, current, and complete information at registration
• Keeping your account credentials secure and confidential
• All activity that occurs under your account
• Notifying us promptly if you suspect unauthorised access to your account

We are not liable for any loss or damage arising from your failure to maintain account security.

4. Telehealth Consultations

All consultations are delivered by AHPRA-registered medical practitioners via secure telehealth platforms. By booking a consultation, you acknowledge and agree that:

• Telehealth consultations have inherent limitations compared to in-person care and may not be appropriate for all health concerns
• You will provide complete, truthful, and accurate information about your medical history, current health status, and any medications you are taking
• Clinical recommendations are based on the information you provide and the practitioner's assessment at the time of consultation
• Our practitioners may decline to provide a program or prescription where they determine it is not clinically appropriate for you
• You remain responsible for seeking in-person medical care when clinically required

Incomplete or inaccurate health disclosures may affect the safety and suitability of your program. You accept responsibility for the accuracy of the information you provide.

5. Technical Requirements for Telehealth

To participate in a telehealth consultation, you are responsible for ensuring:

• A stable internet connection capable of supporting a video call
• A device with a working camera and microphone (smartphone, tablet, or computer)
• A private location where you can speak freely and confidentially
• You are located in Australia at the time of the consultation

If a technical failure on your end prevents the consultation from proceeding, the appointment may be treated as a cancellation. Contact us as soon as possible to reschedule.

If a technical failure on our end prevents the consultation, we will reschedule at no charge.

6. Prescription Medications

Where clinically appropriate, our AHPRA-registered practitioners may issue prescriptions as part of your program. The following conditions apply:

• Prescriptions are only issued following a clinical assessment by a registered practitioner
• All prescribing is conducted in accordance with Australian regulatory requirements, including relevant state and territory legislation and Therapeutic Goods Administration (TGA) guidelines
• A prescription does not guarantee supply: availability is subject to pharmacy stock and applicable regulatory pathways
• You must disclose all current medications, supplements, and health conditions to your practitioner before any prescription is issued
• Prescriptions are personal to you and must not be shared with or used by any other person

7. Patient Responsibilities

To receive safe and appropriate care, you agree to:

• Provide accurate and complete health history information at all times
• Follow your practitioner's clinical recommendations and program guidelines
• Attend scheduled follow-up consultations as recommended
• Notify us promptly of any adverse reactions, changes to your health, or new medications
• Not use NexAge Health as a substitute for emergency care or acute illness management
• Maintain a treating GP or primary care provider for ongoing general health needs

8. Fees and Payment

All fees are displayed on our website or communicated to you prior to your consultation. Key payment terms:

• Payment is required at the time of booking unless otherwise agreed in writing
• All prices are in Australian dollars (AUD) and inclusive of GST where applicable
• We reserve the right to update fees at any time. Changes will not apply to consultations already confirmed and paid
• Pathology fees may be charged separately by the pathology provider and are not included in consultation fees unless stated otherwise

9. Cancellations and Refunds

We understand that circumstances change. Our cancellation policy is:

• Cancellation with more than 24 hours notice: Full refund or free rescheduling, at your preference
• Cancellation with less than 24 hours notice: A cancellation fee of up to 50% of the consultation fee may apply
• No-shows (failure to attend without notice): The full consultation fee is non-refundable
• Practitioner cancellation: If we cancel your consultation, you will receive a full refund or a complimentary rescheduled appointment

Refunds, where applicable, will be processed to your original payment method within five to 10 business days. If you believe a refund has been incorrectly withheld, contact us at [email protected].

Nothing in this cancellation policy limits any rights you may have under the Australian Consumer Law.

10. No Guarantee of Outcomes

Health outcomes vary between individuals. NexAge Health Pty Ltd does not guarantee any specific result from your program. Our practitioners will apply evidence-based clinical judgment and personalised assessment to your care, but individual responses depend on many factors, including your health history, adherence to the program, lifestyle, and biology.

No content on this website, and no statement made by a practitioner, constitutes a guarantee, promise, or warranty of a specific health outcome.

11. Intellectual Property

All content on this website, including text, graphics, logos, images, program materials, and software, is owned by NexAge Health Pty Ltd or its licensors. It is protected under Australian and international intellectual property laws.

You may not reproduce, distribute, modify, publicly display, or create derivative works from any content on this website without our prior written consent. Personal, non-commercial use for the purpose of viewing the site is permitted.

12. Acceptable Use of the Website

When using our website, you agree not to:

• Use the website for any unlawful purpose or in a way that violates these terms
• Attempt to gain unauthorised access to any part of the website or its systems
• Interfere with, disrupt, or overload the operation of the website
• Upload, transmit, or distribute harmful code, viruses, or malicious software
• Collect or harvest personal information of other users without consent
• Impersonate any person or entity or misrepresent your affiliation with any person or entity

13. Third-Party Links

Our website may contain links to third-party websites or services. We do not control, endorse, or take responsibility for the content, privacy practices, or availability of any external sites. Accessing third-party links is at your own risk.

14. Limitation of Liability

To the maximum extent permitted by law, NexAge Health Pty Ltd and its directors, employees, and agents are not liable for any indirect, incidental, special, consequential, or punitive loss or damage arising from your use of our website or services.

Where liability cannot be excluded under the Australian Consumer Law, our total liability for any claim is limited to the amount you paid for the specific service giving rise to that claim.

Nothing in these terms excludes or limits any rights you may have under the Australian Consumer Law that cannot lawfully be excluded or limited.

15. Indemnification

You agree to indemnify and hold harmless NexAge Health Pty Ltd, its directors, employees, contractors, and agents against any claims, losses, damages, or expenses (including reasonable legal costs) arising from:

• Your use of our website or services
• Your breach of these terms
• Inaccurate or incomplete information you provided to us or to a practitioner

16. Privacy

Your use of our services is governed by our Privacy Policy, which explains how we collect, use, store, and protect your personal and health information. By using our services, you consent to the practices described in that policy.

17. Governing Law

These terms are governed by the laws of Western Australia, Australia. Any dispute arising from these terms or your use of our services is subject to the non-exclusive jurisdiction of the courts of Western Australia.

Before initiating formal proceedings, we encourage you to contact us directly to resolve any dispute: [email protected].

18. Changes to These Terms

We may update these Terms of Service from time to time. Any changes will be posted on this page with a revised date at the top. Your continued use of our website or services after any update constitutes your acceptance of the revised terms.

We recommend reviewing this page periodically to stay informed of any changes.

19. Termination of Services

We reserve the right to suspend or terminate your access to our services at any time. Grounds for termination include:

• Breach of these Terms of Service
• Providing false or misleading information during intake or consultation
• Abusive, threatening, or inappropriate conduct toward practitioners or staff
• Non-payment of fees
• A clinical determination that our services are not appropriate for your needs

Where possible, we will provide notice before suspending or terminating access. In cases involving safety or serious misconduct, we may act immediately.

You may stop using our services at any time. Cancellation of a paid program does not automatically entitle you to a refund. Refund eligibility is assessed under our Cancellations and Refunds policy (Section 9).

20. Complaints

We take all complaints seriously. If you are dissatisfied with any aspect of our service, please follow these steps:

1. Contact us directly. Email [email protected] with a description of your concern. We aim to respond within two business days.
2. Escalation. If your concern is not resolved to your satisfaction, you may request a formal review by our clinical governance team.
3. External bodies. If your complaint relates to the conduct of a registered practitioner, you may also contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au. For consumer disputes, you may contact Consumer Protection WA.

We are committed to resolving complaints fairly and promptly.

21. Contact Us

For questions, concerns, or disputes regarding these Terms of Service, please contact us:

• Perth WA 6000
• [email protected]
• (08) 6328 1099