Terms and Conditions

About these terms

These terms and conditions apply to your use of the Everion Health website and to the health services we provide. Everion Health (ABN 11 698 379 083) of 14 Harold Street, Glenroy VIC 3046, Australia (“we”, “us”, “our”) provides these services. By using our website or booking a consultation, you agree to these terms, our Privacy Policy and our Disclaimer.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

Our services

We provide ADHD-related health services by real-time telehealth video consultation with qualified Australian GPs. Our services include:

• ADHD assessment consultations
• treatment review consultations
• ongoing care and follow-up consultations
• referral to, and coordination with, other health practitioners, with your consent

Our GPs are registered with the Medical Board of Australia through the Australian Health Practitioner Regulation Agency (AHPRA), as all medical practitioners in Australia must be. Our services are intended to work alongside your regular GP and other health care, not to replace them. We do not provide emergency or crisis care.

Who can use our services

Our services are available to people who are located in Australia at the time of each consultation, who can join a video consultation from a private location, and who provide accurate identification. If our services are provided to a person under 18, a parent or guardian will generally need to be involved in booking and consent, subject to the GP's assessment of the young person's capacity to consent.

Our online questionnaire

Our online pre-screening questionnaire (shown on our website as “Check your eligibility”) helps you and us decide whether booking a telehealth consultation may be a suitable next step. The questionnaire:

• does not diagnose ADHD or any other condition
• does not guarantee that any treatment or medicine will be recommended or prescribed
• is not a consultation and does not replace a real-time consultation with a GP

Please answer honestly and completely. A result suggesting you book a consultation is not a clinical opinion, and a result suggesting another option does not stop you from seeking care elsewhere.

Telehealth consultations

Every consultation is a real-time video consultation with a GP. We do not provide assessment or prescribing based on a questionnaire, form or message alone. For each consultation:

• your GP will verify your identity at the start, and may ask to see photo identification
• your GP will confirm where you are and who else is present, so they can respond appropriately if there is a safety concern
• you need a suitable device, a stable internet connection, and a private place where you will not be overheard
• consultations are not recorded without the express consent of both you and the GP

Telehealth is not suitable for all ADHD-related concerns. Your GP may recommend in-person assessment, urgent care, a review by your regular GP, a specialist referral, further investigation or no treatment, depending on your circumstances.

If your GP decides during a consultation that telehealth is not suitable for your needs, they may end the consultation and recommend in-person care or another option.

Clinical decisions and prescribing

Every clinical decision is made by your treating GP, based on their own professional judgement after a real-time consultation with you. Our administrative staff, website and booking system do not make clinical decisions.

• A prescription is only ever issued where clinically appropriate, after a real-time consultation, and is never guaranteed. Booking or paying for a consultation does not entitle you to a prescription, a diagnosis or any particular outcome.
• Depending on your circumstances, your GP may recommend advice, further assessment or investigation, a referral to another practitioner, ongoing monitoring, a management plan if it is deemed medically appropriate, or no treatment.
• Some medicines are subject to additional legal controls under state and territory law. These may require your GP to check a real-time prescription monitoring system such as Victoria's SafeScript, to obtain a permit, or to involve a specialist. These requirements are outside our control and may affect what your GP can offer.
• Continuing or repeat prescriptions require a review consultation at intervals set by your GP.
• Your GP may decline to prescribe, or may stop prescribing, if they consider it clinically inappropriate or unsafe.

Your choice of pharmacy

If your GP issues a prescription, you may have it dispensed at any Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. We do not require, recommend or direct you to any particular pharmacy, and we have no commercial arrangement with any pharmacy.

If a compounded medicine is ever clinically appropriate, it will only be prescribed after individual assessment in a real-time consultation, and prepared by an authorised pharmacy of your choice in line with Pharmacy Board of Australia guidelines. We do not supply or promote compounded medicines.

Referrals, pathology and other providers

With your consent, your GP may refer you to, or share information with, other practitioners or services, such as your regular GP, specialists, psychologists, pathology providers or pharmacies. These providers are independent of us and are responsible for their own services, fees and advice.

This does not limit our GPs' professional duties to you, including their duty of care in making referrals and prescribing decisions, and it does not exclude any liability we have for our own negligence or under the Australian Consumer Law.

Fees and payment

Our current fees are [fees to be confirmed]. We will show you the total fee for a consultation before you book, and payment is taken [payment timing to be confirmed]. Whether a Medicare rebate is available depends on Medicare rules, including the rules for telehealth services, and we will tell you before your consultation if a rebate applies. Fees for pathology, specialists, pharmacies and other providers are charged by those providers.

Cancellations, rescheduling and missed appointments

• You can cancel or reschedule a consultation without charge if you give us at least [notice period to be confirmed] notice.
• If you cancel or reschedule with less notice, or do not attend, a fixed cancellation fee of [cancellation fee to be confirmed] applies.
• If you join more than [late arrival period to be confirmed] late, the GP may need to reschedule and the cancellation fee may apply.
• If we cancel or reschedule a consultation, or the consultation cannot go ahead because of a technical problem on our side, you will not be charged a cancellation fee, and we will offer another time or a full refund of any amount paid for that consultation.

Refunds

Fees are generally not refundable once a consultation has taken place, including where your GP does not prescribe or recommends a different option, except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description. Our services come with guarantees under the Australian Consumer Law that cannot be excluded, including that they will be provided with due care and skill. To ask about a refund, please contact us.

Ongoing care plans

If you join an ongoing care plan, we will tell you before you join what the plan includes, how much it costs, how often you will be charged and how to cancel. Each consultation within a plan is a real-time consultation with a GP, and joining a plan does not guarantee any prescription or outcome. You can cancel a plan at any time by contacting us, and cancellation takes effect from [cancellation terms to be confirmed].

Confidentiality and its limits

Your health information is confidential and handled in line with our Privacy Policy. There are limited situations in which the law requires or allows us to share information without your consent, including:

• where there is a serious risk of harm to you or to someone else
• child protection reporting, including mandatory reporting under the Children, Youth and Families Act 2005 (Vic)
• mandatory notifications about notifiable conduct by health practitioners under sections 140 and 141 of the Health Practitioner Regulation National Law
• in response to a subpoena, court order or other legal requirement
• to government agencies where required by law, such as public health or medicines and poisons reporting

Your responsibilities

• Give accurate, complete and current information about your identity, health history and medicines, and tell us about any changes.
• Use our services for your own care, or as an authorised parent, guardian or representative.
• Follow your GP's advice and attend recommended follow-up.
• Use prescribed medicines only as directed, and do not share them with anyone else.
• Treat our GPs and staff with courtesy. We may decline or end services if someone is abusive, threatening or provides false information.

Emergencies and crisis support

Everion Health does not provide emergency or crisis care. If you are in immediate danger, call 000. For 24-hour crisis support, call Lifeline on 13 11 14.

You can also reach Lifeline online at lifeline.org.au.

Complaints

If you are unhappy with any part of our service, please tell us first so we can try to resolve it. Contact us using the details below. We will acknowledge your complaint promptly and aim to respond within 30 days.

If you are not satisfied with our response, or would prefer to go directly to an external body, you can contact:

• the Australian Health Practitioner Regulation Agency (AHPRA), about the conduct, health or performance of a registered health practitioner, on 1300 419 495 or at ahpra.gov.au
• the Victorian Health Complaints Commissioner, about a health service, on 1300 582 113 or at hcc.vic.gov.au
• the Office of the Australian Information Commissioner (OAIC), about the handling of your personal information, on 1300 363 992 or at oaic.gov.au

Use of our website

The content on our website, including text, graphics and logos, belongs to us or our licensors and may not be copied or reused for commercial purposes without our written permission. Website content is general information only, as explained in our Disclaimer. Links to other websites are provided for convenience; we are not responsible for the content or privacy practices of those websites. We aim to keep the website available and accurate, but it may sometimes be unavailable for maintenance or for reasons beyond our control.

Liability

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Nothing in these terms limits our liability for negligence, or the professional duties our GPs owe you.

To the extent permitted by law, and subject to those rights, we are not liable for loss caused by events outside our reasonable control, such as a failure of your device or internet connection, or by inaccurate or incomplete information you give us.

Changes to these terms

We may update these terms from time to time. The current version is always on this page, with the date it was last updated. Changes do not affect a consultation you have already booked unless we tell you before it takes place and you agree.

Governing law

These terms are governed by the laws of Victoria, Australia. Any dispute is subject to the non-exclusive jurisdiction of the courts of Victoria, Australia.

Contact us

• Address: 14 Harold Street, Glenroy VIC 3046
• Email: [email protected]
• Phone: 0468 918 507

You can also send us a message through our contact page.