HerDoc Terms of Service
These Terms govern your access to HerDoc’s women’s health telehealth website and services in Australia.
Scope
Telehealth-only GP care focused on women’s health.
Safety
Not for emergencies. For urgent issues call 000.
Where we operate
Services for patients physically located in Australia.
These Terms of Service (“Terms”) govern your access to and use of the HerDoc website, telehealth platform and related services (together, the “Services”).
HerDoc is a trading name of Aussie Green Alternate Health Pty Ltd (ABN 13 678 412 943) (“HerDoc”, “we”, “us”, “our”). By accessing or using the Services, you agree to be bound by these Terms. If you do not agree, you must not use the Services.
1. Who we are and what we do
HerDoc operates a telehealth-only general practice service with a focus on women’s health. Clinical services are provided by Australian-registered medical practitioners and other health professionals (each a “Clinician”) who are authorised to practise in the jurisdiction where you are located at the time of consultation.
HerDoc provides only telehealth services at launch. We do not provide in-person consultations.
Not for emergencies
The Services are not suitable for medical emergencies or life-threatening conditions. If you believe you, or someone else, is in danger or experiencing a medical emergency, call 000 or attend your nearest emergency department immediately.
2. Eligibility, location and account registration
2.1 Location
The Services are available only to patients who are physically located in Australia at the time of the consultation. You must tell us where you are located when requested and ensure this information is accurate.
HerDoc may decline or discontinue care if:
- you are not physically in Australia,
- a Clinician is not authorised to practise in your location, or
- telehealth is not clinically appropriate for your circumstances.
2.2 Age and consent
HerDoc may provide care to:
- Adults (18+) who can consent for themselves; and
- People under 18, where:
- a parent or legal guardian is involved and provides consent, or
- a Clinician determines you have sufficient maturity and understanding to consent to your own treatment (“mature minor”), in line with applicable Australian law and professional standards.
HerDoc and its Clinicians have discretion to:
- require a parent/guardian to be present or available,
- decline to provide telehealth services where they consider consent or capacity unclear, or
- refer you to in-person or alternative care.
2.3 Account information
You may need to create an account or profile to use the Services. You agree to:
- provide true, accurate and complete information,
- keep your details up to date (including contact details and medical information),
- keep your login details confidential, and
- notify us promptly if you become aware of any unauthorised access to your account.
You are responsible for all activity that occurs under your account, except to the extent caused by our failure to maintain reasonable security safeguards.
3. Telehealth and clinical limitations
3.1 Nature of telehealth
Telehealth involves delivering health services using audio, video and/or electronic communications rather than in-person contact. By using the Services, you understand that:
- Telehealth may not be appropriate for all conditions, ages, or circumstances.
- A Clinician may decide that you need in-person care, investigations (for example, blood tests or imaging), or emergency care instead of or in addition to telehealth.
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There may be risks associated with telehealth, including:
- limitations in physical examination,
- technical failures (e.g. poor internet, dropped connections), and
- delays or disruptions.
3.2 No guarantee of outcome
While HerDoc and its Clinicians aim to provide high-quality care, no particular outcome, diagnosis, treatment or improvement is guaranteed. Clinical decisions remain at the discretion and professional judgment of the Clinician.
3.3 Telehealth consent
By using the Services, creating an account, booking a consultation, or participating in a consultation, you consent to the use of telehealth for your care, including:
- video and/or audio consultations,
- secure messaging and electronic communication, and
- electronic transmission and storage of health information.
You may withdraw your consent to telehealth at any time. However, this may limit our ability to provide services to you.
4. Appointments, cancellations and no-shows
4.1 Booking
Appointments are booked via HerDoc’s in-house scheduling system. You are responsible for:
- booking at a time you can reasonably attend,
- ensuring you have access to a suitable device, internet connection, and private space, and
- being available and ready at the scheduled time.
HerDoc may reschedule or cancel an appointment if a Clinician becomes unavailable, there are technical or operational issues, or there are other reasonable grounds to do so. Where possible, we will offer a rebooking.
4.2 Cancellation and no-show policy
You may cancel or reschedule an appointment:
- 4 or more hours before the appointment start time: no cancellation fee applies.
- Less than 4 hours before the appointment start time, or if you do not attend the appointment (“no-show”): an $8 late cancellation/no-show fee may be charged.
By providing your payment details, you authorise HerDoc to charge the $8 late cancellation/no-show fee in accordance with this policy.
HerDoc may waive or reduce the fee in limited circumstances at our discretion (for example, in the case of system-wide technical issues or other exceptional events).
5. Fees, billing and payments
5.1 Private billing
At launch, HerDoc operates as a private billing telehealth service. This means:
- you are responsible for paying the fees for consultations and related services directly to HerDoc;
- Medicare rebates or bulk-billing may not be available for all or any consultations; and
- we do not guarantee that any government or private health insurance rebates will be available.
Details of current fees will be provided on our website, booking pages or during the booking process.
5.2 Payment processing
Fees may be paid using supported payment methods via our third-party payment processor(s). You:
- authorise HerDoc and our payment processor(s) to charge your chosen payment method for consultation fees, late cancellation/no-show fees, and any other agreed charges; and
- agree to keep your payment details current and valid.
We do not store your full payment card details. Payment processing is handled in accordance with the payment processor’s security standards and terms.
5.3 Refunds
Subject to Australian Consumer Law and any non-excludable rights you may have:
- Fees for consultations that have already been provided are generally non-refundable.
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If a consultation cannot proceed due to a technical issue or issue on our side, we may, at our discretion, offer:
- a rescheduled appointment at no additional charge, or
- a refund or credit for that consultation.
If you believe there has been an error in billing, contact us at hello@herdoc.com.au.
6. Prescriptions and clinical decisions
A Clinician may, where clinically appropriate and lawful, issue prescriptions or make referrals as part of a consultation. However:
- Clinicians are not obliged to prescribe any particular medicine, approve any request, or provide a prescription at all.
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Clinicians may decline to prescribe certain medicines via telehealth, including (but not limited to):
- controlled drugs and drugs of dependence,
- medicines subject to stricter regulatory controls, and
- medicines that, in the Clinician’s judgement, are not appropriate to prescribe without an in-person assessment or more information.
- A prescription does not guarantee that a pharmacy will dispense the medicine; pharmacies may apply their own professional standards and checks.
All prescribing and treatment decisions remain at the Clinician’s professional discretion.
7. Use of the Services and acceptable use
You must use the Services responsibly and in accordance with these Terms and applicable law. You agree not to:
- use the Services for any unlawful purpose, or to request treatment or prescriptions for anyone other than yourself (unless expressly permitted, e.g. as a parent/guardian of a child patient);
- provide false or misleading information about your identity, age, location or health;
- harass, abuse, threaten or act inappropriately towards Clinicians, staff or other users;
- attempt to disrupt, damage or interfere with the Services (for example by introducing malware, attempting unauthorised access, or excessive automated requests); or
- copy, modify, reverse engineer or commercially exploit the Services except as allowed by law.
HerDoc may suspend or terminate your access to the Services if we reasonably believe you have breached these Terms or pose a risk to others.
8. Privacy and health information
HerDoc collects, uses and stores personal information and health information to provide the Services and comply with legal and professional obligations.
We handle your information in accordance with:
- our Privacy Policy, which explains how we collect, use, disclose and store personal and health information; and
- applicable privacy and health records laws (including the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and relevant State or Territory health records laws).
HerDoc is not integrated with My Health Record at launch. If this changes in the future, we will update our Privacy Policy and other relevant information.
By using the Services, you consent to the handling of your information as described in our Privacy Policy. You can access or request a copy of our Privacy Policy on our website or by contacting hello@herdoc.com.au.
9. Communications, technology and analytics
9.1 Communications
HerDoc may use various tools and providers to deliver the Services, including:
- video and audio platforms,
- telephony and call infrastructure,
- secure messaging within our platform, and
- email and SMS for notifications and reminders (where you opt in).
Some of these providers may be located in Australia or overseas. We take steps to select providers that support appropriate privacy and security standards.
Standard email and SMS are not completely secure. By providing your email or mobile number and opting to receive communications, you acknowledge these risks. You can opt out of non-essential email or SMS communications by following the instructions in those messages or contacting us.
9.2 Technology requirements
To use the Services, you need a compatible device (such as a smartphone, tablet or computer), a stable internet connection, and (for video consults) a working camera and microphone.
You are responsible for:
- ensuring your device and connection are suitable,
- using a private, quiet space where possible, and
- maintaining appropriate security on your device (such as passwords, biometric locks, and updated software).
9.3 Analytics and cookies
HerDoc may use tools such as Google Analytics and similar technologies to understand how our website and Services are used and to improve user experience. These tools may use cookies or similar technologies to collect information about your device, browsing behaviour and interactions with our website.
Details of our use of analytics and cookies are set out in our Privacy Policy.
10. Intellectual property
All content and materials made available through the Services, including text, graphics, logos, icons, user interface elements, and underlying software, are owned by or licensed to HerDoc and are protected by intellectual property laws.
HerDoc grants you a limited, non-exclusive, non-transferable licence to access and use the Services for your personal, non-commercial use, in accordance with these Terms. Nothing in these Terms transfers any ownership rights in the Services or their content.
If you provide feedback, suggestions or ideas about the Services, you agree that HerDoc may use them without restriction or obligation to you.
11. Disclaimers
To the maximum extent permitted by law:
- the Services are provided on an “as is” and “as available” basis;
- we do not guarantee that the Services will be uninterrupted, error-free, secure, or free from viruses or other harmful components; and
- except as expressly stated in these Terms, we exclude all warranties, representations and conditions (whether express, implied or statutory).
Nothing in these Terms limits or excludes any consumer guarantees, rights or remedies you may have under the Australian Consumer Law or other laws that cannot be excluded.
General information on our website (including blogs, FAQs or educational content) is for information only and does not constitute medical, legal, financial or other professional advice. Medical advice is only provided during a formal consultation with a Clinician.
12. Limitation of liability
To the maximum extent permitted by law, and subject to any non-excludable consumer guarantees:
- HerDoc and its directors, officers, employees, contractors and Clinicians are not liable for any indirect, consequential, special or punitive loss or damage (including loss of profit, loss of opportunity, or loss of data) arising out of or in connection with the Services or these Terms; and
- to the extent our liability cannot be excluded but can be limited, our total aggregate liability to you for all claims arising out of or in connection with the Services or these Terms is limited to the amount you have paid to HerDoc for Services in the 12 months prior to the event giving rise to the claim.
Nothing in these Terms is intended to limit or exclude liability:
- for death or personal injury caused by our negligence,
- for fraud or fraudulent misrepresentation, or
- to the extent that such liability cannot be limited or excluded under applicable law.
13. Indemnity
You agree to indemnify and hold harmless HerDoc, its directors, officers, employees, contractors and Clinicians from and against any loss, liability, damage or expense (including reasonable legal costs) arising out of or in connection with:
- your breach of these Terms,
- your misuse of the Services, or
- your violation of any law or the rights of any third party,
except to the extent caused or contributed to by HerDoc’s negligence or breach of law.
14. Governing law and disputes
These Terms are governed by the laws of Victoria, Australia.
You and HerDoc submit to the non-exclusive jurisdiction of the courts of Victoria and any courts authorised to hear appeals from those courts. You agree that those courts are a convenient forum for any dispute in connection with these Terms or the Services.
Nothing in this clause limits your rights under any applicable law regarding where you can bring a claim.
15. Changes to these Terms
We may update these Terms from time to time, for example to reflect changes to the Services, laws or business practices. When we do, we will update the “Last updated” date at the top of this page. If the changes are material, we will take reasonable steps to notify you (for example by email or a notice on our website).
By continuing to use the Services after updated Terms take effect, you agree to be bound by the updated Terms. If you do not agree, you must stop using the Services.
16. Contact us
If you have questions about these Terms or the Services, you can contact us at:
- HerDoc
- HerDoc is a trading name of Aussie Green Alternate Health Pty Ltd (ABN 13 678 412 943)
- Email: hello@herdoc.com.au