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Pharmacia Telehealth – Terms and Conditions of Service

Last updated: 22 June 2026

IMPORTANT — PLEASE READ CAREFULLY

By accessing or using the Service, you confirm that you:

(a) Are at least 18 years of age;

(b) Have read, understood, and agree to be bound by these Terms;

(c) Consent to the collection, use, and disclosure of your personal information as described in these Terms and our Privacy Policy;

(d) Acknowledge the inherent limitations of telehealth and accept that a doctor may, based on their clinical judgement, recommend an in-person review, decline to prescribe, or refer you to another practitioner; and

(e) Understand that the Service is strictly limited to prescription reissues for stable, ongoing conditions and new prescriptions for minor, self-limiting ailments only, as described in clause 2 below.

1. DEFINITIONS

"ARTG" means the Australian Register of Therapeutic Goods.

"Australian Consumer Law" or "ACL" means Schedule 2 of the Competition and Consumer Act 2010 (Cth), as amended.

"General Telehealth Service" offers equivalent clinical availability, functionality, and user experience as the Partner Pharmacy Service.

"In-Person Practitioner" means a medical practitioner who has previously examined you in person and prescribed the medication in question.

"New Initiation" means prescribing a medication for a chronic, complex, or ongoing condition that you have not previously been prescribed by an In-Person Practitioner, or changing the dose, formulation, or clinical indication of an existing medication for such a condition.

"Partner Pharmacy" refers only to a pharmacy that promotes the Service via QR code or other referral mechanism. It does not provide medical advice, employ the consulting doctors, or assume clinical responsibility.

"Prescription Reissue" means a repeat or renewal prescription for a medication that you have previously been prescribed by an In-Person Practitioner, for a stable, ongoing condition, with no change to dose, formulation, or clinical indication.

"Service" collectively refers to both the General and Partner Pharmacy Telehealth Services.

"e-prescription token" means a digital token sent via SMS or email that can be presented at any pharmacy to dispense the medication.

2. SERVICE OVERVIEW, SCOPE & ELIGIBILITY

2.1 Operator

The Service is operated by Pharmacia Health Pty Ltd (ABN 96 689 151 022).

2.2 Nature of Service

This is a telehealth platform connecting you with independent, AHPRA-registered medical practitioners for brief consultations. The Service is suitable for LIMITED PURPOSES ONLY, specifically:

(a) Prescription Reissues for stable, ongoing conditions where you have an existing diagnosis and have previously been prescribed the medication by an In-Person Practitioner, with no change to dose, formulation, or indication;

(b) New prescriptions for minor, self-limiting health conditions that are clinically appropriate for brief telehealth consultation and do not require in-person examination, diagnostic testing, or specialist oversight; and

(c) General health information where telehealth is clinically appropriate.

2.3 Service Exclusions — What the Service Is NOT For

You must NOT use the Service for:

(a) emergencies or urgent medical conditions requiring immediate in-person attention;

(b) New Initiations of medication for chronic, complex, or ongoing conditions, including but not limited to: type 2 diabetes, obesity or weight management, hypertension, cardiovascular disease, chronic kidney disease, and mental health conditions;

(c) New Initiations of injectable medicines, GLP-1 receptor agonists (e.g., tirzepatide, semaglutide), or any medicine requiring ongoing monitoring, blood tests, or specialist/in-person assessment before starting;

(d) prescriptions for medicines not included in the ARTG (unapproved therapeutic goods);

(e) prescriptions for medicines requiring Special Access Scheme (SAS) approval, TGA Authorised Prescriber status, or any other special regulatory pathway;

(f) prescriptions for Schedule 8 (S8) medications or other controlled substances;

(g) prescriptions for medicines that require in-person clinical assessment, physical examination, or specialist oversight as a prerequisite under AHPRA or TGA guidelines; or

(h) any condition where the consulting practitioner determines that telehealth is not clinically appropriate.

2.4 The Reissue Rule

The Service is designed primarily for Prescription Reissues.

If you are seeking a medication that has not been prescribed to you before by an In-Person Practitioner, the Service can only assist if:

(a) the medication is for a minor, self-limiting ailment; and

(b) the condition is clinically appropriate for brief telehealth consultation without in-person examination, diagnostic testing, or specialist oversight.

The consulting practitioner will determine whether the condition is minor and clinically appropriate for telehealth.

If you are seeking a New Initiation for a chronic, complex, or ongoing condition, or for any medicine outside the scope of minor ailments, the Service is not suitable, and you should consult your regular GP or a specialist in person.

2.5 Medication Request Function — Informational Only

Where the booking intake or consultation interface allows you to indicate a medication you wish to discuss, this function is for INFORMATIONAL PURPOSES ONLY. It does NOT:

(a) guarantee that the medication is appropriate for telehealth prescribing;

(b) guarantee that the medication will be prescribed;

(c) constitute a binding request, order, or entitlement to that medication;

(d) override the independent clinical judgment of the consulting practitioner; or

(e) create any obligation on Pharmacia Telehealth or the practitioner to prescribe, supply, or facilitate access to that medication.

2.6 Scope of Medicines Supported

The Service supports Prescription Reissues and new prescriptions for minor ailments for common medicines included in the ARTG that are clinically appropriate for brief telehealth consultation.

The Service does NOT support New Initiations for chronic, complex, or ongoing conditions, unapproved therapeutic goods, special-access medicines, or medicines requiring TGA special prescribing authority.

Any indication of a medicine during the booking process does not create an entitlement to access it through the Service.

2.7 Location

You must be physically located in Australia at the time of your consultation.

2.8 Partner Pharmacy Service Specific Terms

By accessing the Service via a specific pharmacy's QR code or referral link, you acknowledge and agree:

(a) You are using a service provided in partnership with that pharmacy.

(b) Any prescription issued will be sent directly to that Partner Pharmacy for dispensing.

(c) You consent to the collection, use, and disclosure of your health information, including the prescription, to that Partner Pharmacy for the purpose of dispensing your medication.

(d) Dispensing Costs Disclosure: You acknowledge that the consultation fee covers the doctor's service only. The cost of any dispensed medication is separate and is determined solely by the Partner Pharmacy. You are encouraged to contact the Partner Pharmacy directly to confirm medication pricing prior to collection.

3. PRESCRIPTIONS

3.1 Clinical Discretion

Doctors retain full and independent clinical discretion. They are not obliged to issue a prescription and may decline to do so if they deem it clinically inappropriate, unsafe, or outside the scope of the Service. A practitioner's decision not to prescribe a medication — including but not limited to decisions based on clinical unsuitability for telehealth, patient safety concerns, contraindications, or the medication falling outside the scope of the Service — does not constitute a failure of service and does not entitle you to a refund outside the Australian Consumer Law.

3.2 Prescription Limitations

The Service does not support prescriptions for:

(a) Schedule 8 (S8) medications;

(b) other controlled drugs or substances deemed inappropriate for a telehealth consultation;

(c) medicines not included in the ARTG;

(d) medicines requiring SAS approval, TGA Authorised Prescriber status, or any other special regulatory pathway; or

(e) New Initiations for chronic, complex, or ongoing conditions where an in-person assessment, diagnostic testing, ongoing monitoring, or specialist oversight is clinically indicated.

3.3 Prescription Destination

(a) Partner Pharmacy Service: Prescriptions are sent directly to the Partner Pharmacy. You will be notified when your medication is ready for pickup.

(b) General Telehealth Service: You may choose to have an e-prescription token sent to you or have the prescription sent to a pharmacy of your choice.

4. YOUR RESPONSIBILITIES

You agree to:

(a) Provide accurate, complete, and truthful information about your medical history, current medications, allergies, symptoms, and prior prescribing history;

(b) Not use false, misleading, or fraudulent details, including Medicare or health insurance information;

(c) Understand and accept the limitations of telehealth as described in these Terms;

(d) Follow the doctor's advice and seek in-person care if recommended;

(e) Not use the Service for any purpose excluded under clause 2.3;

(f) Not rely on the medication request function as a guarantee of prescription outcome;

(g) Confirm that you are seeking a Prescription Reissue for a stable, ongoing condition, or a new prescription for a minor, self-limiting ailment only; and

(h) Not use the Service where you know, or have been informed, that the medication or condition you seek falls outside the Service scope.

4.1 Accuracy of Medication Requests

You agree that any medication you indicate, request, or discuss during the booking intake or consultation is provided for informational purposes to assist the practitioner. It does not create an entitlement to that medication, and the practitioner will exercise independent clinical judgment as to whether that medication is appropriate, safe, and within the scope of the Service.

5. PAYMENTS & REFUNDS

5.1 Fees

Each consultation costs $35 (GST-free). Payment is required at the time of booking via our secure payment gateway.

5.2 Cancellations

You may cancel free of charge up to 30 minutes before your scheduled consultation. Cancellations within 30 minutes of the start time, or a failure to attend, will result in the full fee being charged.

5.3 Refunds

(a) Once a consultation has commenced, the fee is generally non-refundable because the fee covers the practitioner's time and clinical assessment. This applies regardless of whether a prescription is issued.

(b) Nothing in these Terms limits or excludes your rights under the Australian Consumer Law, including consumer guarantees that services will be provided with due care and skill and be fit for any purpose made known to us where applicable.

(c) Refunds may be provided where required under the Australian Consumer Law or where Pharmacia Telehealth determines, in its discretion, that a refund is appropriate due to a technical, administrative, or service issue.

(d) Refund requests must be submitted in writing to telehealth@pharmacia.com.au within 14 days of the consultation, with supporting details. We will respond within 10 business days.

6. PRIVACY

(a) We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

(b) Your personal and health information is collected to provide the Service, including sharing necessary information with the consulting doctor and, for Partner Pharmacy Services, the Partner Pharmacy for dispensing.

(c) You have rights to access and seek correction of your personal information. Where your information has been shared with a Partner Pharmacy for dispensing, you acknowledge that you must submit a separate correction request directly to that Partner Pharmacy regarding their stored dispensing records. Pharmacia Telehealth will cooperate in good faith to facilitate necessary corrections within the Pharmacia Telehealth / MediRecords system.

(d) For full details, please see our Privacy Policy.

7. INDEPENDENT DOCTORS

Doctors using our platform are independent practitioners, not employees or agents of Pharmacia Health Pty Ltd. They are solely responsible for the clinical advice, assessment, diagnosis where clinically appropriate, treatment, and prescribing decisions provided during the consultation.

Pharmacia Telehealth provides the technology platform and administrative support only. We do not supervise, direct, or control the independent clinical decisions of practitioners.

8. LIMITATION OF LIABILITY

(a) To the maximum extent permitted by law, Pharmacia Telehealth makes no guarantee that a consultation will result in a prescription.

(b) To the maximum extent permitted by law, we are not liable for any injury, loss, or damage arising from the clinical decisions, diagnoses, or treatment plans of the independent doctors. The doctors are independent contractors, not our employees or agents, and are solely responsible for the clinical care they provide.

(c) To the extent permitted by law, and only where the Australian Consumer Law permits us to limit our liability, our liability may be limited, at our option, to the re-supply of the Service or the payment of the cost of having the Service supplied again.

(d) Nothing in this clause excludes, restricts, or modifies any right or remedy under the Australian Consumer Law (including the consumer guarantees in sections 60, 61, 62, 63, 64, and 64A of the ACL) that cannot be lawfully excluded, restricted, or modified.

9. GOVERNING LAW & DISPUTE RESOLUTION

(a) These Terms are governed by the laws of Queensland, Australia. You submit to the non-exclusive jurisdiction of the courts of that state.

(b) If a dispute arises, you agree to contact us first so that we can try to resolve the matter promptly and in good faith. Nothing in this clause limits your rights under the Australian Consumer Law or prevents you from contacting a consumer protection agency, regulator, tribunal, or court where you are legally entitled to do so.

10. CHANGES TO TERMS

We may update these Terms. The current version will be posted on our website with the "Last Updated" date. Continued use of the Service after changes constitutes your acceptance of the new Terms. Material changes will be notified to registered users by email where practicable.

11. COMPLIANCE

Pharmacia Telehealth complies with the Competition and Consumer Act 2010 (Cth), the Australian Consumer Law, the Privacy Act 1988 (Cth), and the Therapeutic Goods Act 1989 (Cth). These Terms are designed to ensure transparency, patient choice, and lawful data handling.

12. CONTACT US

Pharmacia Health Pty Ltd

Email: telehealth@pharmacia.com.au

— END OF TERMS —