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Terms and Conditions

Doccy

Disclaimers

We provide a service allowing you to obtain telehealth consultations with a medical practitioner (Services). If you require immediate medical attention, contact your treating general practitioner or call 000.

If you are in doubt about the seriousness of your condition, the appropriateness or effectiveness of using our Services or believe that you, or another person is in an urgent, dangerous or emergency situation, you should not use our Services and instead contact 000 immediately or seek alternative and appropriate medical services.

You acknowledge and agree that our Services are limited to a consultation for the purpose of providing you with a medical certificate and is not to be taken as general health advice. However, the medical practitioners or specialist on our platform may, based on their own judgements, medical expertise and assessment of your suitability for any treatments, provide you with advice or recommendations. We are not responsible for, nor do we make any guarantees as to, medical advice, products or services that any medical practitioner on our platform may provide you.

Our Disclosures

Our complete terms and conditions are contained below, but some important points for you to know before you accept our Terms are set out below:

  • we will handle your personal information in accordance with our privacy policy;
  • subject to your Consumer Law Rights:
    • our aggregate liability for any Liability arising from or in connection with these Terms will be limited to $50; and
    • we will not be liable for you not providing us with correct and complete current health and medical information, any negligence or errors made by any of the medical practitioners who use the Platform, failure to follow any reasonable instructions provided to you by us, Consequential Loss or delays or failures in performance due to Force Majeure Events.

These Terms does not intend to limit your rights and remedies at law, including any of your Consumer Law Rights.

1. Acceptance

1.1 These terms and conditions (Terms) are entered into between Doccy Pty Ltd (ACN 664 354 107) (we, us or our) and you, together the Parties and each a Party.

1.2 We provide an online platform (Platform) where we connect patients to an Australian registered medical practitioners (Doctors) for telehealth consultations (Consultation).

1.3 You accept these Terms by the earlier of (a) accepting these Terms on the Platform or (b) filling out the consultation form on our Platform (Consultation Form).

1.4 These Terms will terminate upon the completion of the Services in your Booking (as determined by us).

2. Services

2.1 Our services consist of providing you with access to our Platform and connecting you with independent, Australian-registered medical practitioners (Doctors) for an initial or subsequent general consultation (Services). For clarity, we do not provide medical advice or clinical services. All clinical services are rendered solely by independent Doctors who use our Platform.

2.2 All Doctors operate under the relevant codes of practice and regulations in Australia. As such, the Doctor is solely responsible for:

  • (a) determining whether you are eligible for the Services;
  • (b) providing you with a consultation; and
  • (c) determining whether to provide you with a prescription, medical certificates and/or treatment plans.

2.3 If these Terms express a time within which the Services are to be supplied, we will use reasonable endeavours to provide the Services by such time, but you agree that such time is an estimate only.

2.4 Our Services not for urgent, life-threatening, or severe conditions (e.g., severe chest pain, major trauma, uncontrollable bleeding, or unconsciousness). Please call 000 for emergencies.

3. Accounts

3.1 You may sign up for an Account in order to access and use our Platform.

3.2 While you have an Account with us, you agree to:

  • (a) keep your information up-to-date (and ensure it remains true, accurate and complete);
  • (b) keep usernames and passwords secure and confidential, and protect them from misuse or being stolen; and
  • (c) notify us if you become aware of, or have reason to suspect, any unauthorised access to your Account or any logins linked to your Account.

4. Third Party Providers

4.1 You acknowledge and agree that access to the Platform may be reliant on certain third party providers (Third Party Providers), including IT providers or CRM providers. You agree to comply with the terms and conditions applicable to the relevant Third Party Providers (Third Party Terms) at all times.

4.2 You acknowledge and agree that if you do not agree to any Third Party Terms, this may affect our ability to provide the Services.

4.3 To the maximum extent permitted by law, we will not be liable for, and you waive and release us from and against, any Liability caused or contributed to by, arising from or connected with any Third Party Terms.

4.4 This clause 4 will survive the termination or expiry of these Terms.

5. Consultations

5.1 You may request your Consultation by completing the Consultation Form (Booking Request). We may, at our discretion, accept or reject a Booking Request.

5.2 You must provide us all information required in the Consultation Form, including your name, contact number, email address and address. You will need to upload identification to enable us to carry out any background checks as necessary.

5.3 You must answer all the questions in the Consultation Form, including notifying us of your symptoms truthfully and accurately. This information is passed on to the Doctor so they have enough information before carrying out the Consultation with you.

5.4 If you do not provide the required information, we will not be able to connect you with a Doctor.

5.5 Once we receive your Booking Request, you will be connected with a Doctor for a Consultation (Booking). You acknowledge and agree that there may be a delay while we try to connect you with an available Doctor.

5.6 The Consultations are usually done via phone or video call.

5.7 The following are not covered within our Consultations:

  • (a) backdated medical certificates;
  • (b) Centrelink medical certificates;
  • (c) consultations for patients less than 6 months old;
  • (d) consultations regarding chest or abdominal pain;
  • (e) any type of medical certificate that states fitness for a specific task ("fit for x");
  • (f) return to work certificates;
  • (g) clearance to travel certificates;
  • (h) same day medical certificates for individuals under 16 years old;
  • (i) prescribing of Schedule 8 medications;
  • (j) workers' compensation; or
  • (k) travel insurance claims.

5.8 To the maximum extent allowed under Law, we are not responsible for any aspect of your interactions with the Doctor and we make no guarantee that you will be able to access any medications of treatments or that any medications or treatments will be effective or achieve a certain result.

5.9 During the video-conference, your consultation may be recorded for the purposes of maintaining accurate clinical records and ensuring quality governance and training standards. These recordings will be stored securely in accordance with relevant privacy laws and healthcare regulations.

5.10 By proceeding with the telehealth consultation, you consent to the recording of the session and the use of software to transcribe the consultation. If you do not wish for your consultation to be recorded or transcribed, please inform us before the session begins.

5.11 It is a condition of using the Service that you must not record the video conference without the express permission of your treating doctor.

5.12 During the consultation, your treating doctor may use transcription software to assist in creating clinical notes and letters.

5.13 On occasion, we may send you information by email or text. If you do not agree to receive communications by these methods, please contact our Practice Manager using the details provided on our website.

5.14 If you do not have a regular GP, we will assist in referring you to one.

5.15 It is your responsibility to ensure that your GP is kept informed of the consultation outcomes and any prescriptions or treatment plans provided through our Service.

5.16 You are encouraged to maintain a relationship with your GP to ensure continuity of care.

6. Medicine Prescriptions

6.1 The decision to prescribe any medications rests entirely with the consulting Doctor, based on their professional judgment and in consideration of your health conditions and medical history. This is to ensure prescriptions are appropriate and safe for you to use. If the Doctor determines that a medication you have requested is not suitable or necessary for your treatment, they have the right to not prescribe it. In such cases, we will not be able to provide a refund for the Consultation.

6.2 After your telehealth Consultation, the prescription for your medication will be digitally processed as an eScript and delivered to you via SMS. Typically, this process is completed within approximately one hour post-Consultation. However, please note that there can be delays of up to 12 hours if the Medicare details or Individual Healthcare Identifier (IHI) provid ed are either missing or incorrect. The IHI is a crucial piece of information needed to generate scripts, particularly if you do not possess a Medicare card. Details received beyond our operating hours will be addressed the following business day. We strive to provide efficient service, but it is crucial for patients to provide accurate and complete information to avoid any unnecessary delays in receiving their prescriptions. You can fulfil your prescription at a pharmacy of your choosing.

6.3 Where you request, we can send your eScript directly to a pharmacy. You consent to us disclosing your personal information to the pharmacy in order to forward the eScript to the pharmacy. You consent to the pharmacy contacting us and/or the Doctor for any information relating to your eScript or your treatment.

6.4 You understand that we are not a pharmacy and we do not sell or supply any medications to patients. The sale, supply and delivery of the medication is subject to a separate agreement between you and relevant pharmacy.

6.5 Within a single Consultation, only one medication can be prescribed for your condition, and we do not issue repeat prescriptions. After your medication has been consumed, if further treatment is required, you would need to schedule another Consultation.

7. Personal Information and Records

7.1 We agree to retain any relevant medical records (Records) in accordance with all applicable Laws (including adhering to any mandated data retention periods). The Records will be held in electronic storage by us during and after the Term, having regard to our statutory obligations under the applicable Laws.

7.2 You agree that the Records are and will remain our property. You understand that the Records are accessible to all Doctors who use the Platform and that by providing your personal and sensitive information, you consent to the disclosure of your information to the Doctors that you consult.

7.3 In the event of termination or expiry of these Terms, you may request a transfer of the Records to your current health practitioner.

7.4 We collect, hold and disclose and use any Personal Information you provide to us in accordance with our privacy policy, available at https://doccy.com.au/privacy, and applicable privacy laws. We may need to disclose Personal Information to third parties, such as the Doctors, our related companies or our service providers (for example, IT and administrative service providers and our professional advisors).

7.5 You must only disclose Personal Information about another person to us if you have the right to do so (such as having the individual's express consent).

7.6 You acknowledge and agree that we may retain any data you provide to us, including information you input in the Consultation Form. We will adhere to our privacy obligations, including acting in accordance with the Australian Privacy Principles.

7.7 We may use this data to contact you in the future to assess your prolonged health outcome. You can opt out of us contacting you at any time.

7.8 We may also anonymise this data to improve our Services, build our Services, or create new service offerings, including by training artificial intelligence models. You can opt out of us using your data for any of these purposes at any time.

8. Medical Certificates

8.1 Medical certificates are issued via email for the same day as your Booking. This is to ensure that the certification of your health condition is based on the most accurate and timely assessment by our medical professionals.

8.2 We do not backdate medical certificates. Multi-day medical certificates can be provided but not beyond 7 days from the date of Consultation.

8.3 To maintain patient privacy and confidentiality, we do not include specific patient conditions on the medical certificate. The certificate is simply to verify that you have had a medical Consultation and need a period of rest or absence from work or school.

8.4 You must ensure all details you provide during your Consultation are correct as the medical certificate cannot be amended once issued.

9. Referrals

9.1 You acknowledge and agree that a Doctor may refer you to a third party medical providers (Third Party Medical Provider) when they consider it medically appropriate and in line with their legal obligations.

9.2 Complex referrals, which often involve detailed patient history and multifaceted conditions, may not be provided via our Service.

9.3 You further acknowledge and agree that:

  • (a) we are not a party to any contractual relationship between you and any Third Party Medical Provider;
  • (b) the Third Party Medical Providers are independent and are not our employees or representatives;
  • (c) the Doctors have full and absolute discretion in determining whether a referral for medical testing or to a Third Party Medical Provider is suitable for you; and
  • (d) we do not guarantee that a Doctor will refer you to a Third Party Medical Provider following your consultation.

10. Your Obligations

10.1 You agree to:

  • (e) comply with these Terms, all applicable Laws, and our reasonable requests;
  • (f) provide us with all documentation, information, instructions, cooperation and access reasonably necessary to enable us to provide the Services, including, where necessary, your Medicare card number;
  • (g) that all information and documentation that you provide to us in connection with the Terms is true, correct and complete; and
  • (h) not (or not attempt to) disclose, or provide access to, the Services to third parties without our prior written consent.

11. Confidential Information

11.1 While using our Services, you may share confidential information with us, and you may become aware of confidential information about us. You agree not to use our confidential information, and to take reasonable steps to protect our confidential information from being disclosed without our permission, and we agree to do the same for your confidential information. This also means making sure that any employees, contractors, professional advisors or agents of ours or yours only have access to confidential information on a 'need-to-know basis' (in other words, the disclosure is absolutely necessary), and that they also agree to not misuse or disclose such confidential information.

11.2 However, either you or we may share confidential information with legal or regulatory authorities if required by law to do so.

11.3 Where we are required by law to report on our activities, you acknowledge that from time to time we may request certain information from you in order to meet our requirements, and you agree to provide us with such information within the timeframes reasonably requested by us.

11.4 This clause 10 will survive the termination of these Terms.

12. Intellectual Property

12.1 We own all intellectual property rights in our Services (including our Platform). This includes how our Platform looks and functions, as well as our copyrighted works, trademarks, inventions, designs and other intellectual property. You agree not to copy or otherwise misuse our intellectual property without our written permission (for example, to reverse engineer or discover the source code of our intellectual property), and you must not alter or remove any confidentiality, copyright or other ownership notice placed on our Platform.

12.2 We may use any feedback or suggestions that you give us in any manner which we see fit (for example, to develop new features), and no benefit will be owed to you as a result of any use by us of your feedback or suggestions.

12.3 This clause 11 will survive the termination of these Terms.

13. Australian Consumer Law

13.1 Certain legislation, including the Australian Consumer Law, and similar consumer protection laws and regulations, may confer you with rights, warranties, guarantees and remedies relating to the supply of the Services by us to you which cannot be excluded, restricted or modified (Consumer Law Rights). To the extent that you maintain Consumer Law Rights at law, nothing in these Terms excludes those Consumer Law Rights.

13.2 Subject to your Consumer Law Rights, we provide all material, work and services (including the Services) to you without conditions or warranties of any kind, implied or otherwise, whether in statute, at law or on any other basis, except where expressly set out in these Terms.

13.3 This clause 12 will survive the termination or expiry of these Terms.

14. Fees and Payment

14.1 The price for the Services and payment methods we offer for the Services are set out on the Platform. We may offer payment through a third-party provider for example, Stripe. You acknowledge and agree that we have no control over the actions of the third-party provider, and your use of the third-party payment method may be subject to additional terms and conditions.

14.2 You must not pay, or attempt to pay, the price by fraudulent or unlawful means. If you make a payment by debit card or credit card, you warrant that you are authorised to use the debit card or credit card to make the payment. If payment is made by direct debit, by providing your bank account details and accepting these Terms, you authorise our nominated third party payment processor to debit your account in accordance with these Terms and you certify that you are either an account holder or an authorised signatory on the account for which you provide details.

14.3 We do not store any credit card details, and all payment information is collected and stored through our third-party payment processor.

15. Platform Licence

15.1 We grant you the right to use our Platform (which may be suspended or revoked in accordance with these Terms) solely for the purposes of accessing the Services. This right cannot be passed on or transferred to any other person.

15.2 You must not:

  • (a) access or use our Platform in any way that is improper or breaches any laws, infringes any person's rights (for example, intellectual property rights and privacy rights), or gives rise to any civil or criminal liability;
  • (b) interfere with or interrupt the supply of our Platform, or any other person's access to or use of our Platform;
  • (c) introduce any viruses or other malicious software code into our Platform;
  • (d) use any unauthorised or modified version of our Platform, including but not limited to for the purpose of building similar or competitive software or for the purpose of obtaining unauthorised access to our Platform;
  • (e) attempt to access any data or log into any server or account that you are not expressly authorised to access;
  • (f) use our Platform in any way that involves service bureau use, outsourcing, renting, reselling, sublicensing, concurrent use of a single user login, or time-sharing;
  • (g) circumvent user authentication or security of any of our networks, accounts or hosts or those of any third party; or
  • (h) access or use our Platform to transmit, publish or communicate material that is, defamatory, offensive, abusive, indecent, menacing, harassing or unwanted.

16. Availability, Disruption and Downtime

16.1 While we strive to always make our Services available to you, we do not make any promises that these will be available 100% of the time. Our Services may be disrupted during certain periods, including, for example, as a result of scheduled or emergency maintenance.

16.2 Our Services (including our Platform) may interact with, or be reliant on, products or services provided by third parties, such as cloud hosting service providers. To the maximum extent permitted by law, we are not liable for disruptions or downtime caused or contributed to by these third parties.

16.3 We will try to provide you with reasonable notice, where possible, of any disruptions to your access to our Services.

17. Liability

17.1 To the maximum extent permitted by law, we will not be liable for, and you waive and release us from and against, any Liability caused or contributed to by, arising from or connected with:

  • (a) you not providing us correct and complete current health and medical information;
  • (b) your computing environment (for example, your hardware, software, information technology and telecommunications services and systems); or
  • (c) your failure to follow any reasonable instructions provided to you by us; and
  • (d) any event outside of our reasonable control.

17.2 Despite anything to the contrary but subject to your Consumer Law Rights, to the maximum extent permitted by law:

  • (a) neither Party will be liable for Consequential Loss;
  • (b) a Party's liability for any Liability under these Terms will be reduced proportionately to the extent the relevant Liability was caused or contributed to by the acts or omissions of the other Party (or any of its Personnel), including any failure by that other Party to mitigate its loss; and
  • (c) our aggregate liability for any Liability arising from or in connection with these Terms will be limited to $50.

17.3 This clause 16 will survive the termination or expiry of these Terms.

18. Suspension and Termination

18.1 We may suspend your access to our Services where we reasonably believe there has been any unauthorised access to or use of our Services (such as the unauthorised sharing of login details for our Platform). If we suspend your access to our Services, we will let you know within a reasonable time of doing so, and we will work with you to resolve the matter, or if it cannot be resolved, then we may terminate your Account and your access to our Services will end.

18.2 We may terminate these Terms (meaning you will lose access to our Services) if:

  • (a) you breach these Terms and do not remedy that breach within 14 days of us notifying you of that breach; or
  • (b) you breach these Terms and that breach cannot be remedied.

18.3 You may terminate these Terms if:

  • (a) we breach these Terms and do not remedy that breach within 14 days of you notifying us of that breach; or
  • (b) we breach these Terms and that breach cannot be remedied.

18.4 We may also terminate these Terms at any time by notifying you by email for notices.

18.5 Upon termination of these Terms, we will retain Your Data (including copies) as required by law or regulatory requirements.

18.6 Termination of these Terms will not affect any other rights or liabilities that we or you may have.

19. General

19.1 Amendment: We may amend these Terms at any time, by providing written notice to you. By clicking "I accept" or continuing to use the Platform and our Services after the notice or 30 days after notification (whichever date is earlier), you agree to the amended Terms.

19.2 Assignment: Subject to clause 18.3, a Party must not assign, novate or deal with the whole or any part of its rights or obligations under these Terms without the prior written consent of the other Party (such consent is not to be unreasonably withheld).

19.3 Assignment of Debt: You agree that we may assign or transfer any debt owed by you to us, arising under or in connection with these Terms, to a debt collector, debt collection agency, or other third party.

19.4 Disputes: A Party may not commence court proceedings relating to any dispute arising from, or in connection with, these Terms (Dispute) without first meeting a representative of the other Party within 10 Business Days of notifying that other Party of the Dispute. If the Parties cannot resolve the Dispute at that meeting, either Party may refer the Dispute to mediation administered by the Australian Disputes Centre.

19.5 Force Majeure: Neither Party will be liable for any delay or failure to perform their respective obligations under these Terms if such delay or failure is caused or contributed to by a Force Majeure Event, provided that the Party seeking to rely on the benefit of this clause:

  • (a) as soon as reasonably practical, notifies the other Party in writing details of the Force Majeure Event, and the extent to which it is unable to perform its obligations; and
  • (b) uses reasonable endeavours to minimise the duration and adverse consequences of the Force Majeure Event.

Where the Force Majeure Event prevents a Party from performing a material obligation under these Terms for a period in excess of 60 days, then the other Party may by notice terminate these Terms, which will be effective immediately, unless otherwise stated in the notice. This clause will not apply to a Party's obligation to pay any amount that is due and payable to the other Party under these Terms.

19.6 Governing Law: These Terms is governed by the laws of Victoria. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in Victoria and any courts entitled to hear appeals from those courts and waives any right to object to proceedings being brought in those courts.

19.7 Notices: Any notice given under these Terms must be in writing addressed to the addresses set out in these Terms, or the relevant address last notified by the recipient to the Parties in accordance with this clause. Any notice may be sent by standard post or email, and will be deemed to have been served on the expiry of 48 hours in the case of post, or at the time of transmission in the case of transmission by email.

19.8 Relationship of Parties: These Terms is not intended to create a partnership, joint venture, employment or agency relationship between the Parties.

20. Definitions

In these Terms, unless the context otherwise requires, capitalised terms have the meanings given to them in the Schedule, and:

ACL or Australian Consumer Law means the Australian consumer laws set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth), as amended, from time to time.

Business Day means a day on which banks are open for general banking business in Melbourne, Victoria, excluding Saturdays, Sundays and public holidays.

Confidential Information means information which:

  • (a) is disclosed to the Receiving Party in connection with these Terms at any time;
  • (b) relates to the Disclosing Party's business, assets or affairs; or
  • (c) relates to the subject matter of, the terms of and/or any transactions contemplated by these Terms,

whether or not such information or documentation is reduced to a tangible form or marked in writing as "confidential", and howsoever the Receiving Party receives that information.

Consequential Loss means, whether under statute, contract, equity, tort (including negligence), indemnity or otherwise:

  • (a) any loss or damage that cannot be considered to arise according to the usual course of things from the relevant breach, act or omission, whether or not such loss or damage may reasonably be supposed to have been in the contemplation of the Parties at the time they entered into these Terms as the probable results of the relevant breach, act or omission; and/or
  • (b) without limiting subclause (a), any real or anticipated loss of profit, loss of benefit, loss of revenue, loss of business, loss of goodwill, loss of opportunity, loss of savings, loss of reputation, loss of use and/or loss or corruption of data.

Consumer Law Rights has the meaning given in clause 12.1.

Force Majeure Event means any event or circumstance which is beyond a Party's reasonable control including but not limited to, acts of God including fire, hurricane, typhoon, earthquake, landslide, tsunami, mudslide or other catastrophic natural disaster, civil riot, civil rebellion, revolution, terrorism, insurrection, militarily usurped power, act of sabotage, act of a public enemy, war (whether declared or not) or other like hostilities, ionising radiation, contamination by radioactivity, nuclear, chemical or biological contamination, any widespread illness, quarantine or government sanctioned ordinance or shutdown, pandemic (including COVID- 19 and any variations or mutations to this disease or illness) or epidemic.

Laws means all applicable laws, regulations, codes, guidelines, policies, protocols, consents, approvals, permits and licences, and any requirements or directions given by any government or similar authority with the power to bind or impose obligations on the relevant Party in connection with these Terms or the supply of the Services.

Liability means any expense, cost, liability, loss, damage, claim, notice, entitlement, investigation, demand, proceeding or judgment (whether under statute, contract, equity, tort (including negligence), indemnity or otherwise), howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent and whether involving a third party or a Party to these Terms or otherwise.

Personnel means, in respect of a Party, any of its employees, consultants, suppliers, subcontractors or agents, but in respect of you, does not include us.

Third Party Provider or Third Party Providers means third parties or services provided by third parties, including IT providers, CRM providers or hosting providers.

Last updated: 21 August 2025