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Qualified Australian practitioners, Australia-wide · Consultations 7 am to 10 pm AEST, every day.

Terms of Service

Last updated: 14 August 2026

These Terms of Service govern your access to and use of the NexaHealth website and telehealth services provided by NexaHealth Pty Ltd, ABN 72 686 304 638. By using our services you agree to these terms. Please read them carefully.

These terms sit alongside our Privacy Policy, our Medical Disclaimer, our Communication Policy and our feedback and complaints policy. Read together, they set out how our service works.

Accepting these terms

You accept these terms when you create an account, book a consultation, start a membership, or make a payment. If you do not agree with them, please do not use our services.

Our services

NexaHealth connects you with qualified Australian practitioners for consultations by secure video. Our services may include:

  • Initial and follow-up video consultations
  • Reviews of an existing prescription
  • Requests for a medical certificate
  • Requests for pathology or imaging
  • Referrals to another doctor
  • Mental health consultations
  • Ongoing care planning and scheduled reviews

A prescription, certificate, referral, test or treatment is one possible outcome of a consultation, where clinically appropriate. It is never guaranteed. Booking and paying for a consultation buys you a clinical assessment by a practitioner. It does not buy a particular result.

We do not advertise specific prescription medicines to the public, in accordance with Australian regulatory requirements.

Who we can see

You must be located in Australia at the time of your consultation, and be able to give accurate information about your health and your identity. You must be 18 or over to hold an account. A parent or legal guardian can book on behalf of a child and must be present for that consultation.

Some services carry extra clinical requirements. Your practitioner assesses those during your consultation.

Not for emergencies

Our services are not suitable for medical emergencies. If you are experiencing a medical emergency, call 000 immediately or go to your nearest hospital emergency department. For crisis support, call Lifeline on 13 11 14.

If our booking screening shows that you need emergency care or a physical examination, we will not accept the booking. We will tell you where to go instead. We are not an after-hours or emergency service. Our Communication Policy sets out what to do when we are closed.

A live consultation is required

Every consultation is a live video conversation with a registered practitioner. You will know you are speaking with a practitioner, because you can see and hear them.

An online form, an intake questionnaire or a screening quiz is not a consultation. No medicine, certificate or referral is issued on the basis of a form alone. The practitioner makes every clinical decision, during or after the live consultation, using their own judgement.

Questionnaires and the online quiz

Our website has a short questionnaire that helps you work out whether telehealth is likely to suit your situation. It is a guide only. It does not diagnose any condition. It does not decide what care you need. It does not guarantee that a consultation will result in a medicine, a certificate or a referral. Only a practitioner can make those decisions.

What telehealth cannot do

Telehealth is not suitable for all health concerns. Your practitioner may recommend in-person assessment, urgent care, GP review, a referral to another doctor, further investigation or no treatment depending on your circumstances.

Consultations do not cover:

  • Anything that needs a physical examination
  • Backdated certificates
  • Certificates for court, bail or fitness to work or travel
  • Workers compensation or insurance claims
  • Chest pain, abdominal pain, or other urgent symptoms

Results vary from person to person. A consultation does not guarantee any particular health outcome.

Clinical independence

Practitioners exercise their own independent clinical judgement. They decide what is clinically appropriate for you. Neither NexaHealth nor any staff member can direct a practitioner to issue a medicine, a certificate, a referral or a test. If a practitioner decides something is not clinically appropriate for you, they will explain why, and what your options are.

Prescriptions

  • A prescription may be issued where clinically appropriate. It is never automatic and never guaranteed.
  • Only the practitioner decides whether a medicine is suitable for you.
  • Other outcomes of a consultation include advice, lifestyle guidance, monitoring, a request for tests, a referral to another doctor, in-person review, or no treatment at all.
  • A repeat prescription can be requested online. Issuing it is subject to a clinical assessment, medication safety checks and clinical appropriateness. We are not an instant repeat-script service.
  • Controlled medicines are generally not prescribed by telehealth.
  • If a practitioner decides not to prescribe, the consultation fee still applies, because the assessment is the service you paid for.

Your choice of pharmacy

You choose your own pharmacy. If a prescription is issued, it is sent to you, or to the pharmacy you nominate. We do not direct you to a particular pharmacy, and we do not receive any benefit based on where you have a prescription filled. Any pharmacy that dispenses your medicine must be an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws.

Medical certificates

  • A certificate may be issued after a consultation, where clinically appropriate. It is not guaranteed, and it is not issued from a form alone.
  • Certificates are not backdated.
  • A certificate states that you are unfit for work or study. It does not state a diagnosis unless you ask for that and the practitioner agrees.
  • We cannot control whether an employer, a school or an insurer accepts a certificate.

Referrals, pathology and imaging

  • A referral or a request for tests may be issued where clinically appropriate.
  • A referral does not guarantee that the other doctor will accept you, or that a Medicare rebate will apply to your appointment with them.
  • You arrange and pay for that appointment yourself.
  • Where a referral needs a detailed history that we do not hold, your practitioner may ask you to see your usual GP instead.

Fees, billing and payment

NexaHealth is a private billing service. Fees are shown before you confirm a booking, and payment is taken at the time of booking through a secure third-party payment provider. We do not store your card details. Current fees are on our pricing page and are indicative until confirmed at booking.

Consultations are privately billed. Private health insurance rebates are not available for a telehealth consultation that has no Medicare item number. Where a rebate or a fund benefit does apply to a service, it depends on your own circumstances and your fund's rules. Check with Medicare or your fund before you book.

The fee covers the consultation. Any medicine, test, scan or service provided by another business is billed separately by that business.

Memberships

We offer two monthly memberships, NexaHealth Essential at $29 a month and NexaHealth Continuity at $79 a month. Both prices are indicative until confirmed at signup. Memberships are billed monthly in advance and have no lock-in contract.

A membership covers what is listed on the pricing page for that membership. It does not guarantee a prescription, a certificate, a referral or unlimited consultations. Any medicine you are prescribed is billed separately.

You can cancel a membership at any time by contacting us. Cancellation takes effect from the end of the month you have already paid for. [TO BE CONFIRMED BY NEXAHEALTH: whether any part of a monthly fee is refunded when you cancel part way through a month.] This does not affect your rights under the Australian Consumer Law.

Changing or cancelling an appointment

You can change or cancel a booked consultation up to 24 hours before the appointment time at no charge. Please tell us by email.

If you cancel later than that, or you do not attend, the full consultation fee applies. The amount is the fee for the service you booked, and it is shown to you before you confirm the booking.

If we cancel, or the consultation cannot go ahead because a practitioner is unavailable or our technology fails, you can choose a full refund or a rescheduled appointment.

If a consultation is not suitable for you

Sometimes a practitioner decides that telehealth is not the right way to handle your concern. Here is what happens with your money.

  • Before the consultation. If we can see from your booking information that we cannot help you safely, we cancel the appointment and refund your fee in full.
  • At the start of the consultation. If your practitioner ends the consultation early because you need emergency care or an in-person examination, and no clinical assessment or advice has been given, we refund your fee in full.
  • After an assessment. If your practitioner assesses you and then advises that you need in-person care, a referral or another service, the fee applies. You have received the clinical assessment you paid for, and you will be told clearly where to go next.

If you think a fee has been charged in the wrong circumstances, contact us at [email protected] and we will review it.

Refunds

Fees are non-refundable except as set out in these terms, or except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description.

Your responsibilities

  • Provide honest, accurate and complete health information
  • Use the service only for yourself, or for someone you are authorised to act for
  • Follow the advice and any safety information given by your practitioner
  • Keep your account and login details secure
  • Take your consultation somewhere private, where you can speak freely
  • Do not record a consultation without the practitioner's consent
  • Do not share or resell access to our platform

If you give us information that is wrong or incomplete, the care you receive may be affected, and we may not be able to help you.

Respectful conduct

Our staff and practitioners have the right to work without abuse. If you are abusive or threatening, we may end the consultation and close your account. Where the consultation is ended for this reason, no refund applies. This does not affect your rights under the Australian Consumer Law, and it does not remove any duty of care owed to you in an emergency.

Privacy and the limits of confidentiality

We handle your personal and health information in line with our Privacy Policy and the Australian Privacy Principles. What you tell your practitioner stays confidential, with some limits set by law.

We may disclose information without your consent where one of the following applies:

  • There is a serious and imminent risk to your life, health or safety, or to the life, health or safety of someone else
  • We are required to report a concern about the safety or wellbeing of a child or young person under state or territory child protection law
  • A practitioner has a mandatory notification obligation under section 140 of the Health Practitioner Regulation National Law
  • A court, tribunal, subpoena, warrant or other law requires us to release information
  • It is needed to establish, exercise or defend a legal claim, or for our insurance and professional indemnity obligations

Your practitioner will tell you if one of these applies to your situation, where it is safe and practical to do so.

Your health record

We keep a clinical record of every consultation. Under the Health Records and Information Privacy Act 2002 (NSW), health records are kept for at least 7 years from the date of the last entry. For a patient under 18, the record is kept until they turn 25.

The record belongs to us. You can ask for a copy of your information, ask us to correct it, or ask us to send a summary to your usual GP or to another provider. Our Privacy Policy explains how to do that.

Communication

Our Communication Policy sets out how we handle calls, emails and messages, how long a reply usually takes, how test results are handled, and what to do outside our hours. Email and web forms are not completely secure. Please do not send detailed medical information by email.

Third-party technology providers

Our platform relies on third-party systems, such as video, hosting and payment providers. You must comply with their terms of use. To the extent permitted by law, we are not responsible for disruptions, errors or losses caused by their systems. This clause survives the end of these terms.

Third-party healthcare providers

A pharmacy, pathology provider, imaging provider or another doctor you are referred to is a separate business. Each of them is responsible for their own services, their own advice and their own professional obligations. You arrange your own appointment with them, and you comply with their terms.

Nothing in this clause limits any duty of care that we or our practitioners owe you, excludes liability for negligence where that liability cannot lawfully be excluded, or excludes the consumer guarantees under the Australian Consumer Law.

Your account

You are responsible for activity on your account. Tell us straight away if you think someone else has access to it. We may suspend or close an account where these terms are breached, where there is a safety concern, or where an account is used to seek medicines improperly.

Intellectual property

All content on this website is owned by or licensed to NexaHealth Pty Ltd and may not be reproduced without permission. Your clinical documents, such as a certificate or a referral, are yours to use for their intended purpose.

Liability and your rights under Australian Consumer Law

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

Subject to that, and to the maximum extent permitted by law:

  • Our total liability for any claim connected with these terms is limited to the fees you paid for the service the claim relates to
  • We are not liable for indirect or consequential loss
  • We are not responsible for errors that result from incomplete or incorrect information you or a third party gave us
  • We are not liable for delays or failures caused by events outside our control

These limits do not apply to liability for death or personal injury caused by negligence, or to any other liability that cannot lawfully be limited.

Feedback and complaints

If you are unhappy with any part of your care, please tell us. Our feedback and complaints policy sets out how to raise it, how long we take to respond, and what happens next. We acknowledge complaints within 2 business days and aim to respond in writing within 30 days.

You can also go to an external body at any time, and you do not have to come to us first.

  • About a health service or a practitioner: the health complaints commissioner or ombudsman in your state or territory. In New South Wales that is the Health Care Complaints Commission on 1800 043 159, at hccc.nsw.gov.au.
  • About a practitioner's registration or conduct: the Australian Health Practitioner Regulation Agency on 1300 419 495, at ahpra.gov.au.
  • About your privacy or your health information: the Office of the Australian Information Commissioner on 1300 363 992, at oaic.gov.au.

Making a complaint does not affect your access to care with us.

Resolving a dispute

If a dispute arises, please contact us first so we can try to sort it out directly. If that does not resolve it, both parties agree to try mediation before starting court proceedings. Nothing in this clause stops you from going to a regulator, a court or a tribunal at any time.

Changes to these terms

We may update these terms from time to time. The current version is always on this website, with the date it was last updated at the top of this page. If you keep using our services after a change, you accept the updated terms. Where a change is significant, we will tell account holders by email.

General

  • Governing law: these terms are governed by the laws of New South Wales, Australia. The courts of New South Wales, Australia, have jurisdiction over any dispute.
  • Notices: we may send notices to the email address on your account.
  • Severance: if a clause is found to be invalid, the rest of these terms still apply.
  • Relationship: using our platform does not create an employment or partnership relationship.

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