The terms and conditions that govern your use of Enhanced Wellbeing's services and Website.
Effective: 13 March 2026 · Version 1.0Please read these Terms carefully before using our services. By accessing our Website or using our services you agree to be bound by these Terms. These Terms are governed by the laws of Australia and are intended to comply with the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), including the unfair contract terms protections that came into full effect on 9 November 2023. Nothing in these Terms limits any right you have under the Australian Consumer Law that cannot be excluded by law.
Enhanced Wellbeing Pty Ltd (ABN: [INSERT ABN]) ("Enhanced Wellbeing", "we", "us", "our") is an Australian telehealth and wellness clinic. We operate via our Website at enhancedwellbeing.com.au (the "Website") and provide online health assessments, telehealth consultations conducted by AHPRA-registered medical practitioners, prescription services, and related wellness products to patients across Australia.
These Terms of Service ("Terms") apply to all visitors, registered patients, and users of our Website and services ("you", "your").
By accessing our Website, completing our online assessment, registering as a patient, booking a consultation, or using any of our services, you agree to these Terms, our Privacy Policy, and our Telehealth and Patient Agreement. If you do not agree to these Terms, you must not use our services.
These Terms constitute a legally binding agreement between you and Enhanced Wellbeing. We may update these Terms from time to time (see Section 20.3). Your continued use of our services after any update constitutes acceptance of the updated Terms.
Enhanced Wellbeing provides the following services (collectively, the "Services"):
Enhanced Wellbeing is not a general practice clinic, hospital, or emergency medical service. We do not provide diagnostic pathology, radiology, or surgical services. Our Services are designed to complement, not replace, your relationship with your usual treating practitioner(s). We strongly encourage all patients to maintain a relationship with a regular general practitioner.
Services are available to residents of all Australian states and territories, subject to applicable state and territory licensing and prescribing requirements. Some services or medicines may not be available in all jurisdictions. We will inform you if a particular service or prescription is not available in your state or territory.
We reserve the right to modify, suspend, or discontinue any part of our Services at any time, with reasonable notice where practicable. We will honour existing treatment programs or provide reasonable alternatives where a service is discontinued.
To use our Services you must:
Our Services are not available to persons under 18 years of age. If you are under 18, you must not use our Services. We reserve the right to verify your identity and age and to refuse service where eligibility criteria are not met.
Our Services are not suitable for emergency medical situations. If you are experiencing a medical emergency, chest pain, difficulty breathing, severe bleeding, loss of consciousness, thoughts of self-harm or suicide, or any other life-threatening condition, call Triple Zero (000) immediately or present to your nearest hospital emergency department. Do not wait for a telehealth consultation.
Enhanced Wellbeing does not provide:
If during a consultation our practitioner determines that you require urgent or emergency care, they will direct you to appropriate emergency services. You agree to follow any such clinical directions.
Mental health emergencies: If you are experiencing a mental health crisis, contact Lifeline on 13 11 14, the Suicide Call Back Service on 1300 659 467, or call 000 if there is immediate risk.
You acknowledge and accept that telehealth consultations differ from in-person consultations in important ways:
In accordance with the Medical Board of Australia's telehealth guidelines, all clinical consultations are conducted in real time via video or phone. We do not prescribe medicines or make clinical decisions based solely on questionnaire responses without a real-time consultation. Our online assessment form is a pre-screening tool only and does not constitute a clinical assessment or consultation.
In accordance with good clinical practice and AHPRA guidelines, our practitioners may communicate your consultation summary and any prescriptions issued to your usual treating GP or relevant specialist, with your consent. We strongly encourage patients to nominate a regular GP and consent to this communication as it supports continuity of care. You may withhold consent, but this will be documented in your clinical record.
All prescriptions issued by our practitioners comply with the requirements of the Therapeutic Goods Act 1989 (Cth), the Poisons Standard (SUSMP), applicable state and territory poisons and drugs legislation, and the Medical Board of Australia's Good Medical Practice standards. Prescriptions are only issued where clinically appropriate following a real-time consultation. We do not guarantee that a prescription will be issued following a consultation — this is a clinical decision made solely by the treating practitioner.
All medical practitioners providing consultations through Enhanced Wellbeing:
You may verify any practitioner's AHPRA registration at ahpra.gov.au. If you have concerns about a practitioner's conduct, you may also raise these with AHPRA directly.
By using our Services, you agree to:
Providing false or misleading health information in order to obtain a prescription is a serious matter and may constitute fraud. We reserve the right to terminate your access to our Services where we reasonably believe you have provided false information.
Our current fees for consultations and services are displayed on our Website and will be confirmed before you complete any booking or purchase. All fees are quoted in Australian dollars (AUD) and include GST where applicable. Consultation fees are separate from any costs associated with dispensing prescriptions, which are charged by the relevant pharmacy.
Payment is required at the time of booking or prior to the commencement of a service, unless otherwise agreed. We accept payment by major credit and debit cards via our secure third-party payment processor. We do not store your full credit card details.
Where a Medicare benefit is applicable to your consultation, we will process the relevant Medicare item number and any applicable rebate. Medicare benefits are subject to Medicare eligibility requirements and the applicable MBS item conditions. Not all consultations or services are eligible for a Medicare rebate. We will advise you in advance if a service is not Medicare rebatable.
Some of our wellness and treatment programs are offered on a subscription basis. Where you subscribe to a program:
We may change our fees at any time. For existing subscription patients, fee changes will take effect at the start of the next billing cycle, with at least 14 days' advance notice.
Australian Consumer Law: Nothing in this section limits your rights under the Australian Consumer Law. If we fail to provide a service with due care and skill, or the service is not fit for purpose, you may be entitled to a remedy under the Australian Consumer Law regardless of our refund policy below.
If a consultation is completed and our practitioner determines that a prescription is not clinically appropriate, the consultation fee is non-refundable — you have received the clinical service of a practitioner's assessment. This is consistent with your consumer guarantee rights, as the service (the consultation itself) will have been provided. We are not obliged to issue a prescription.
If you believe our service was defective, not provided with due care and skill, or not fit for the purpose made known to us, please contact us. If we agree the service was defective, we will offer one or more of the following remedies as appropriate: a repeat consultation at no charge, a partial or full refund, or another appropriate remedy. This is without limitation to your rights under the Australian Consumer Law.
To request a refund, contact us at billing@enhancedwellbeing.com.au with your name, consultation date, and reason for the request. We aim to process all refund requests within 5 business days.
Our Services come with consumer guarantees under the Australian Consumer Law that cannot be excluded. These include that our Services will be:
If our Services fail to meet a consumer guarantee, you have rights to a remedy including repair, replacement, refund, or compensation for loss. The type of remedy depends on whether the failure is a major or minor failure.
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law or any other applicable law that cannot be excluded. To the extent permitted by law, our liability for a breach of a consumer guarantee is limited to re-supplying the service or paying the cost of having the service re-supplied.
For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or call 1300 302 502.
We do not limit or exclude liability for:
Subject to section 12.1 and to the maximum extent permitted by law, our total liability to you for any claim arising from or in connection with our Services (whether in contract, tort, breach of statutory duty, or otherwise) is limited to the fees you paid us in the three months preceding the event giving rise to the claim.
We are not liable for any harm arising from:
We are not responsible for the acts or omissions of third-party pharmacies, pathology providers, or other third-party health services you use in connection with our Services.
All content on our Website, including text, graphics, logos, images, and software, is owned by or licensed to Enhanced Wellbeing and is protected by Australian copyright law. You may view and use Website content for personal, non-commercial purposes only. You must not reproduce, republish, distribute, or commercially exploit any Website content without our prior written consent.
Our clinical documentation, treatment protocols, and assessment forms are proprietary. You must not reproduce or share these documents.
When using our Website and Services, you agree not to:
We reserve the right to suspend or terminate your access to our Services if you breach these conduct requirements.
Our Website may contain links to third-party websites, including pharmacy partners and information resources. These links are provided for convenience only. We do not endorse, and are not responsible for, the content, privacy practices, or conduct of any third-party website. Your use of any third-party website is at your own risk and subject to that website's own terms and conditions.
Your privacy is critically important to us. Our collection, use, and disclosure of your personal and health information is governed by our Privacy Policy, which forms part of these Terms. Please read our Privacy Policy carefully. By using our Services, you consent to the collection and use of your information as described in our Privacy Policy.
All advertising and marketing conducted by Enhanced Wellbeing complies with:
We may send you service updates, health information, and marketing communications by email. All marketing emails include an unsubscribe link and comply with the Spam Act 2003 (Cth). You may opt out of marketing communications at any time by clicking "unsubscribe" in any email or by contacting us. Opting out of marketing does not affect clinical communications regarding your care.
In compliance with AHPRA guidelines, we do not publish patient testimonials about clinical outcomes or treatment effectiveness on our Website or marketing materials. Any general reviews of non-clinical aspects of our service are subject to our verification processes.
You may terminate your patient account and cease using our Services at any time by contacting us. Termination does not affect any obligations that arose prior to termination (including outstanding fees) or any rights you have in respect of services already provided.
We may suspend or terminate your access to our Services with reasonable notice where:
We will always endeavour to give at least 14 days' advance notice of termination unless immediate termination is required for safety, legal, or regulatory reasons. We will assist with transitioning your care to another provider where clinically appropriate.
Upon termination, your access to our platform and clinical records portal will cease. Your health records will be retained in accordance with our legal obligations (see our Privacy Policy, Section 11). You may request a copy of your health records at any time, including after termination.
If you have a complaint about our Services, please contact us in the first instance (see Section 21). We will acknowledge your complaint within 5 business days and work with you in good faith to resolve it within 30 days.
Complaints about the clinical conduct of a practitioner may be made to AHPRA at ahpra.gov.au or to your state/territory Health Complaints Commissioner:
Consumer complaints may be directed to your state or territory consumer affairs office, or to the ACCC at accc.gov.au.
These Terms are governed by the laws of Australia. The parties submit to the non-exclusive jurisdiction of the courts of Australia.
These Terms, together with our Privacy Policy and Telehealth and Patient Agreement, constitute the entire agreement between you and Enhanced Wellbeing with respect to your use of our Services and supersede all prior agreements, representations, and understandings.
If any provision of these Terms is found to be invalid, unenforceable, or contrary to law (including the Australian Consumer Law's unfair contract terms provisions), that provision will be severed or modified to the minimum extent necessary to make it valid, and the remaining provisions will continue in full force.
We may update these Terms at any time. Material changes will be notified to existing patients by email at least 14 days before taking effect. The current version of these Terms will always be available on our Website with the effective date. Continued use of our Services after the effective date constitutes acceptance.
Failure to enforce any provision of these Terms does not constitute a waiver of that provision or any other provision.
You may not assign your rights or obligations under these Terms without our written consent. We may assign our rights to a related entity or successor business, provided that your rights under these Terms and the Australian Consumer Law are not diminished.
We are not liable for delays or failures in performance caused by circumstances beyond our reasonable control, including natural disasters, pandemic, government restrictions, or telecommunications outages. We will take reasonable steps to minimise the impact of such events and communicate any affected services to you promptly.
For all enquiries, complaints, cancellation requests, and billing questions:
Enhanced Wellbeing Pty Ltd
ABN: [INSERT ABN]
General Enquiries: hello@enhancedwellbeing.com.au
Billing: billing@enhancedwellbeing.com.au
Complaints: complaints@enhancedwellbeing.com.au
Postal Address: [INSERT POSTAL ADDRESS], Australia
Phone: [INSERT PHONE NUMBER]
Response time: We aim to respond to all enquiries within 2 business days.