Terms of Service
The terms that apply when you use VitalityRx and book a consultation with one of our clinicians.
1. About these terms
These Terms of Service (the "Terms") govern your use of the VitalityRx website and the telehealth services provided by Xavier Mawson trading as VitalityRX (ABN 48 695 670 145) ("VitalityRx", "we", "us", "our"). By booking a consultation or using this website, you agree to these Terms and to our Privacy Policy.
2. Our services
VitalityRx provides access to video consultations with qualified Australian clinicians. Any intake form or questionnaire you complete beforehand helps your clinician prepare for your appointment. It is not a consultation, does not diagnose any condition, and does not guarantee that any medicine will be prescribed.
Our services are not an emergency service. If you are experiencing a medical emergency, call 000 immediately.
In a crisis? If you or someone else is in immediate danger, call 000. For free, confidential 24/7 support you can call Lifeline on 13 11 14 or the Suicide Call Back Service on 1300 659 467.
3. Who can use our services
You must be at least 18 years of age and located in Australia at the time of your consultation. You agree to provide accurate, current and complete information about your health and your identity.
4. Bookings, fees and cancellations
Consultation fees are set out on our Pricing page and are payable at the time of booking. Fees cover the consultation only. Any medicine that is prescribed is not included and is paid separately at the pharmacy you choose.
If you need to cancel or reschedule, please give us at least 24 hours' notice. A cancellation fee of 50% of the consultation fee applies to cancellations or missed appointments with less than 24 hours' notice.
5. Prescriptions and treatment
A prescription is only one possible outcome of a consultation and is provided only where your clinician considers it clinically appropriate. Other outcomes include advice, further investigation, referral, monitoring, or no treatment. A prescription is never guaranteed.
You are free to have any prescription dispensed at the pharmacy of your choice. Where a medicine is prescribed for a purpose other than its approved use, this is a lawful practice in Australian medicine when clinically appropriate and supported by professional judgement.
6. Pharmacy and other third parties
Where dispensing is involved, medicines are supplied by an Australian pharmacy authorised under the relevant state and territory pharmacy and medicines laws. Pathology, pharmacy and other third-party providers are responsible for the services they deliver. Nothing in these Terms limits the professional obligations owed to you by any practitioner, and nothing excludes any rights you have under the Australian Consumer Law.
7. Telehealth and its limits
Telehealth is not suitable for all health concerns. Your clinician may recommend in-person assessment, urgent care, GP review, specialist referral, further investigation, or no treatment, depending on your circumstances. Your clinician will verify your identity at the start of your consultation and may decline to proceed where telehealth is not appropriate for you.
8. Confidentiality and its limits
We treat your health information as confidential and handle it in accordance with our Privacy Policy. The law requires us to disclose information in limited circumstances, including where there is a serious risk to the health or safety of you or another person, to meet child-protection obligations, to make a mandatory notification under the Health Practitioner Regulation National Law, or to comply with a court order or other legal requirement.
9. Your responsibilities
You agree to take part in your consultation honestly, to follow any advice you accept, and to seek in-person or emergency care where that is recommended or where your symptoms warrant it. You are responsible for keeping your account and contact details accurate and for the security of your login.
10. Complaints and external bodies
If you have a concern about your care, please contact us first at [email protected] so we can try to resolve it. You may also raise concerns with external bodies, including the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au, the health complaints commissioner in your state or territory, or the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au for privacy matters.
11. Your consumer rights
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Consultation fees are generally non-refundable once the consultation has taken place, except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description.
12. Changes to these terms
We may update these Terms from time to time. The current version is always available on this page, and your continued use of our services means you accept the updated Terms.
13. Governing law
These Terms are governed by the laws of New South Wales, Australia. Any dispute is subject to the exclusive jurisdiction of the courts of New South Wales, Australia.
14. Contact us
Xavier Mawson trading as VitalityRX (ABN 48 695 670 145)
Telehealth, Australia-wide
[email protected]
1300 000 000