Terms & Conditions

These Terms and Conditions cover your use of the BioLyfe website, and the consultations we provide. By using this website or by booking with us, you agree to them. Please read them before you book.

1. Who we are and what we do

BioLyfe is a private health practice based in Balmain East, Sydney. We consult by telehealth, across our areas of longevity care.

BioLyfe is operated by [CONFIRM: registered legal entity name] (ABN [CONFIRM: ABN]), of 19/9 Nicholson Street, Balmain East NSW 2041.

Care is provided by our qualified practitioners. Any treatment is offered only if deemed medically appropriate.

We are a private service and we are not an emergency service. See "Emergencies and urgent help" below if you need help now.

2. Who can use our services

You must be 18 or over. You must be in Australia at the time of your consultation.

You agree to give us accurate and complete health information, and to keep it up to date. Clinical decisions rest on what you tell us. If something is left out, the advice you receive may not be right for you.

Do not open an account or book an appointment for another person without their permission.

3. How a consultation works

A live consultation with a practitioner is required before any treatment is considered. The consultation happens by video or by phone. Live means you and the practitioner speak to each other in the same session.

An online form, quiz or intake questionnaire is not a consultation. Completing one does not create a practitioner and patient relationship, and it does not lead to a prescription on its own.

The practitioner decides what happens next. That may be advice, monitoring, a change to daily habits, further investigation, a referral to another doctor, a prescription if deemed medically appropriate, or no treatment at all.

4. Questionnaires and online forms

Any questionnaire, quiz or screening form on this website is used to gather information before your consultation.

• It does not diagnose a condition.
• It does not assess whether a medicine is suitable for you.
• It does not guarantee that you will be offered a medicine or any other treatment.

A practitioner reviews your answers with you in a live consultation before any clinical decision is made. Automated tools never make a prescribing decision.

5. Telehealth and its limits

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.

A practitioner cannot examine you physically over a video or phone call. Some concerns need hands on assessment, imaging or in person care, and your practitioner will say so.

Telehealth also depends on technology. Calls can drop out and connections can be poor. Tell us if that affects your consultation and we will reschedule it.

We may confirm your identity at the start of a consultation. We may also ask who else is present with you.

6. Health information and outcomes

Information on this website is general. It is not medical advice and it does not replace a consultation.

No result or outcome is promised or guaranteed. Individual results vary. Assessment findings do not guarantee a particular outcome.

Please tell your GP about care you receive from us. With your consent, we can write to your GP as well.

7. Prescriptions and medicines

A prescription is never guaranteed. A medicine is prescribed only if deemed medically appropriate, and only after a live consultation.

Where a medicine is prescribed, the decision is the practitioner's alone, and it is made only by a practitioner who holds the authority to prescribe under Australian law.

You are free to have any prescription dispensed at the pharmacy of your choice. We do not require you to use a particular pharmacy and we do not receive a benefit for sending a prescription anywhere. Where you ask us to send a prescription to a pharmacy, it will be an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws.

Where a compounded medicine is prescribed for you, the following applies. It is prepared for one named patient by an authorised Australian pharmacy. It is not registered or evaluated by the Therapeutic Goods Administration (TGA), so it has not been assessed for quality, safety or efficacy in the way a registered medicine has. It is used only where a suitable registered product is not available or not appropriate for you. Your practitioner will explain this to you before it is prescribed, and it will not be prescribed in bulk or held in stock for future patients.

Take any medicine strictly as directed. Do not share it with anyone else. Tell your practitioner about every other medicine and supplement you take.

We do not advertise specific prescription medicines to the public in accordance with Australian regulatory requirements. Nothing on this website is an offer of a particular medicine.

8. Pathology and testing

We order a test when the result changes what happens next. You are told what is being ordered and what it costs before it is ordered.

Testing is carried out by an accredited Australian pathology provider. That provider collects your sample and reports the result. We are responsible for how we read the result and what we advise you to do about it.

A test result on its own is not a diagnosis. Results are read alongside your history and what you tell us in your consultation.

9. Fees, quotes and payment

You are quoted the scope and the cost before you book. The quote covers the consultation and any testing we have recommended at that point.

If your care changes later, we quote again before anything new is ordered. Nothing is added to your bill without your agreement first.

Fees are payable at the time of booking unless we agree otherwise in writing. Fees are confirmed in your written quote before you book.

Prices shown on this website may change. The price you are quoted is the price you pay for that booking.

Medicare and private health insurance: any Medicare benefit or private health fund claim depends on your own circumstances. Check with Medicare or your fund. [CONFIRM: does Medicare or health fund claiming apply? If not, this paragraph must be removed]

10. Appointments and cancellations

Plans change. Give us as much notice as you can and we will move your appointment.

Cancel or reschedule with at least 24 hours notice, and there is no charge.

Cancel with less notice than that, or do not attend, and we charge a cancellation fee of $50. It is a fixed amount. It is charged once for each appointment missed or cancelled late.

The notice period and the fee are the ones published here. They are repeated in your booking confirmation, so you see both before you pay anything.

If we cancel or move your appointment, we will offer you the next available time or refund what you have paid for it.

11. Refunds

Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description, the following applies to refunds.

• Once a consultation has taken place, the fee for it is not refundable. You are paying for the practitioner's time and clinical thinking.
• Testing already collected or processed by the laboratory cannot be refunded.
• If we cancel a booking, you receive a full refund of what you paid for it.

If you are unhappy with a service, contact us. We would rather work it out with you.

12. Confidentiality and its limits

What you tell your practitioner stays between you and your practitioner. Your health information is handled as set out in our Privacy Policy.

The law requires us to release information without your consent in a small number of situations:

• where there is a serious risk of harm to you or to another person
• where we are required to report a concern about the safety or wellbeing of a child or young person
• where a practitioner has a duty to make a mandatory notification about another practitioner under section 140 of the Health Practitioner Regulation National Law
• where a court order, subpoena or other law requires us to release information

We will tell you when we are able to, and we release only what is required.

13. Emergencies and urgent help

Our service is not for emergencies. We do not monitor calls, forms or messages around the clock.

If a life is at risk, call 000 now or go to your nearest emergency department.

If you are struggling and need to talk to someone, call Lifeline on 13 11 14. Lifeline is available 24 hours a day, 7 days a week.

14. Feedback and complaints

Tell us first if something has gone wrong. Email us at [CONFIRM: business email address], or post your complaint to the address in section 1. We acknowledge your complaint and work through it with you.

You can also raise a concern outside our clinic at any time. You do not have to come to us first.

• About a health practitioner or the care you received: the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au
• About a health service in New South Wales: the Health Care Complaints Commission at hccc.nsw.gov.au
• About your privacy or your health information: the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au

15. Your responsibilities

• Give honest and complete health information
• Follow the directions your practitioner gives you
• Tell us about other medicines, supplements and care you receive
• Keep your account and login details secure
• Use the website and services lawfully and do not attempt to disrupt them

16. Other providers we work with

We work with other providers, including pathology laboratories, pharmacies, payment providers and delivery services. Each one is responsible for the service it gives you and is bound by its own obligations under Australian law.

We are not liable for the acts or omissions of a provider we do not control. This does not reduce our own professional and legal duties to you. It does not exclude liability for our negligence, and it does not exclude any guarantee you have under the Australian Consumer Law.

17. Intellectual property

All content on this website, including text, graphics, logos and imagery, is owned by or licensed to [CONFIRM: registered legal entity name] and is protected by law. You may not reproduce or reuse it without our written permission.

18. Third-party links

This website may link to other websites. We are not responsible for the content or the practices of those websites, and a link does not mean we endorse them.

19. Limitation of liability

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

Where the law allows us to limit our liability, our liability for a service is limited to supplying that service again or paying the cost of having it supplied again.

We do not exclude or limit liability for death or personal injury caused by our negligence, or for anything else the law does not allow us to exclude.

We work to keep this website accurate and available. We cannot promise it will be free of errors or available at all times.

20. Governing law

These Terms are governed by the laws of New South Wales, Australia.

Jurisdiction: The courts of New South Wales, Australia.

21. Changes to these terms

We may update these Terms from time to time. The current version is always on this page. If you keep using our website or services after an update, you accept the updated Terms.

22. Contact

For any question about these Terms, contact us:

• Email: [CONFIRM: business email address]
• Phone: [CONFIRM: business phone number]
• Registered legal entity: [CONFIRM: registered legal entity name]
• ABN: [CONFIRM: ABN]
• Postal address: 19/9 Nicholson Street, Balmain East NSW 2041