1. Acceptance of these terms
These Terms & Conditions govern your access to and use of the Medics Online website, booking system and telehealth services. By using the website or booking a service, you agree to these terms and acknowledge the Privacy Policy. If you do not agree, you should not use the service.
2. About Medics Online
Medics Online Pty Ltd provides telehealth healthcare services through Australian-registered medical practitioners. Consultations are generally conducted by telephone. Availability, consultation mode and practitioner allocation may vary.
The website provides general information only. Website content does not constitute personal medical advice and does not establish a practitioner-patient relationship until a practitioner accepts and conducts a consultation.
3. Emergencies and urgent care
Medics Online is not an emergency service. Do not use the website or wait for a telehealth appointment if you may be experiencing a medical emergency. Call 000 or attend the nearest emergency department. If you require urgent but non-life-threatening advice, contact an appropriate urgent-care service or healthdirect on 1800 022 222.
4. Location and suitability
You must be physically located in Australia at the time of the consultation unless Medics Online has expressly confirmed otherwise. You must provide a working Australian telephone number and be available in a private and safe location for the consultation.
Telehealth is not suitable for every condition. A practitioner may recommend an in-person examination, dermoscopy, pathology, imaging, emergency assessment or follow-up with your usual GP or another healthcare provider. The practitioner may decline or stop a consultation if telehealth is not clinically appropriate, identity cannot be confirmed, information is insufficient, communication is unsafe or another form of care is required.
5. Your responsibilities
You agree to:
6. Patients under 18
Patients under 18 may use the service where telehealth is clinically appropriate. Medics Online may require the involvement or consent of a parent or legal guardian depending on the patient’s age, maturity, circumstances and the nature of the requested healthcare. The practitioner may decline to provide a service or may require in-person assessment where consent, identity, safeguarding, privacy or clinical-suitability requirements cannot be adequately addressed by telehealth.
7. Clinical decisions and no guaranteed outcome
Every consultation involves an independent clinical assessment. Booking and paying for a consultation does not guarantee that a practitioner will issue a prescription, repeat prescription, antibiotic, medical certificate, referral, pathology request, radiology request, treatment or any particular document or outcome.
The practitioner may request further information, decline the requested service, recommend testing or in-person care, limit the duration or quantity of treatment, or refer you to another provider. Clinical decisions are made according to the practitioner’s professional judgment, applicable law, prescribing standards and Medics Online policies.
8. Prescribing restrictions
Medics Online does not prescribe controlled medicines, drugs of dependence, ADHD medicines, sleeping medicines or weight-management medicines through this service. Other medicines may also be unsuitable for telehealth or may require examination, monitoring, investigation or continuity with a regular practitioner. Antibiotics and all other prescriptions are issued only where clinically appropriate and are never guaranteed.
9. Medical certificates, referrals and requests
Medical certificates, referrals and test requests are issued only where the practitioner considers them clinically appropriate. A practitioner can certify only matters and periods that can reasonably be supported following assessment. Backdating is not guaranteed. Acceptance of a certificate or other document by an employer, educational institution, insurer or other organisation is determined by that organisation and applicable law or policy.
Medics Online does not currently issue WorkCover certificates or prepare Medicare Mental Health Treatment Plans or GP Chronic Condition Management Plans through this service.
10. Bookings and practitioner contact
Bookings are made through HotDoc and are subject to practitioner availability. Appointment times are estimates. Practitioners aim to call near the booked time, but delays may occur because clinical consultations can take longer than expected.
You are responsible for keeping your phone available and answering calls, including calls that may display as private or unknown. If the practitioner cannot reach you, they may make reasonable further attempts, but another appointment may be required.
11. Fees and payment
The applicable fee is displayed through HotDoc before booking is confirmed. Payments are processed through HotDoc using the payment methods available at the time of booking. Card-processing or other transaction charges may apply where disclosed before payment.
Medics Online is primarily a private-fee service. Any bulk-billing eligibility is limited, is not guaranteed and is determined according to the patient, consultation, Medicare requirements and Medics Online’s billing arrangements.
12. Cancellations, non-attendance and refunds
You may cancel or reschedule through the booking platform where that function is available. Medics Online does not currently impose an additional cancellation or non-attendance fee.
A consultation fee pays for the practitioner’s time and clinical assessment, not for a guaranteed prescription, certificate, referral, test request or treatment. Once a consultation has occurred, the fee is generally not refundable merely because the requested outcome was not clinically appropriate or was declined.
If Medics Online cancels an appointment and cannot provide a suitable alternative, or if a payment has been taken for a consultation that does not occur due to a Medics Online system or practitioner issue, we will provide an appropriate refund or rebooking, subject to verification. Nothing in these terms excludes rights that cannot lawfully be excluded under the Australian Consumer Law.
13. Electronic prescriptions and documents
Where clinically appropriate, prescriptions and other documents may be sent electronically by SMS, email, secure message or another approved method. You are responsible for providing accurate contact details, maintaining the security of your devices and accounts, and telling us promptly if information has been sent to the wrong destination or may have been accessed without authorisation.
An eScript may require a valid Medicare number, DVA number or Individual Healthcare Identifier. Technical delays involving telecommunications, pharmacies, booking systems, prescribing systems or other third-party services may occasionally occur.
14. Photographs and skin-related consultations
A practitioner may ask you to provide photographs or reports by email or another approved method. Image quality, lighting, angle and the absence of physical examination or dermoscopy limit what can safely be assessed. Telehealth cannot definitively diagnose or exclude skin cancer from a photograph alone and does not replace a full-body skin examination, dermoscopy, biopsy or other in-person assessment where required.
15. Privacy and clinical records
Medics Online handles personal and health information in accordance with its Privacy Policy and applicable law. Consultation information may be recorded in Best Practice and may be shared with relevant healthcare providers and services where permitted. Where Medics Online uses My Health Record, access and uploads are subject to applicable law and patient access controls.
16. Third-party platforms and links
The service relies on third-party platforms and providers, including HotDoc, clinical software, telecommunications, payment, electronic-prescribing and secure-messaging services. Their services may be governed by separate terms and privacy notices. Medics Online is not responsible for third-party websites or for interruptions outside its reasonable control, but will take reasonable steps to assist where a disruption affects delivery of our service.
17. Intellectual property
Unless otherwise stated, the website content, branding, text, graphics and layout are owned by or licensed to Medics Online and are protected by intellectual-property laws. You may view and use the website for personal, non-commercial purposes. You must not reproduce, modify, distribute, scrape or commercially exploit website content without permission, except as permitted by law.
18. Service availability
We may change consultation hours, fees, services, practitioners, booking arrangements or website content. We may suspend access for maintenance, safety, security, legal or operational reasons. We do not guarantee uninterrupted website, telephone, SMS, email or booking-platform availability.
19. Liability and consumer rights
Nothing in these terms excludes, restricts or modifies any right, guarantee, remedy or liability that cannot lawfully be excluded, including under the Australian Consumer Law or applicable healthcare law.
To the maximum extent permitted by law, Medics Online is not responsible for loss caused by information you fail to disclose, inaccurate contact details, failure to follow medical advice, use of the service outside its intended scope, unauthorised use of documents, or third-party systems and events outside our reasonable control. Any limitation is subject to mandatory legal and professional obligations and does not exclude liability that cannot legally be excluded.
20. Complaints and feedback
Please send service complaints, feedback or questions to hello@medics-online.com.au. Privacy complaints are handled under the Privacy Policy. Depending on the issue, external complaint avenues may include the Office of the Australian Information Commissioner, the Office of the Health Ombudsman Queensland, Ahpra or another relevant body.
21. Changes to these terms
We may amend these Terms & Conditions to reflect changes to our services, practices or legal obligations. The current version and effective date will be published on our website. The terms applying to a consultation are those published when the booking is made, subject to any mandatory law.
22. Governing law
These Terms & Conditions are governed by the laws of Queensland, Australia. Subject to any rights to bring proceedings elsewhere under applicable law, the parties submit to the courts of Queensland and courts entitled to hear appeals from them.
23. Contact
Medics Online Pty Ltd
ABN 12 696 699 153
Email: hello@medics-online.com.au
Website: https://www.medics-online.com.au
Effective date: 23 August 2026
© Medics online telehealth GP | All rights reserved
