Last updated: [06/01/2026]
These Terms and Conditions of Use (Terms) apply to your access to and use of the Holistica Health website, mobile platform, and related services (Platform).
By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, you must stop using the Platform.
1.1 The Platform is operated by Holistica Health Pty Ltd (ACN 673 241 962) (Holistica Health, we, us, our).
1.2 The Platform provides access to telehealth services and related healthcare support, including:
online consultations with Australian-registered medical practitioners,
clinical triage and health questionnaires,
prescriptions, referrals, medical certificates, pathology and imaging requests (where clinically appropriate),
Chronic medical conditions, follow-up care and care coordination,
digital health resources and communications.
1.3 The Platform is not intended to provide emergency care. If you have a medical emergency, call 000 or attend your nearest emergency department.
2.1 You must be at least 18 years of age to use the Platform, or have a parent or legal guardian use the Platform on your behalf.
2.2 You agree that:
you will provide accurate and complete information, including medical history where requested,
you will not create multiple accounts or impersonate another person,
you will keep your login credentials secure,
you will not share your account credentials with any other person,
you will not use the Platform for unlawful purposes, including attempting to access or interfere with systems, data, or other users.
2.3 You must ensure you are in a private space during consultations and that your device and internet connection are suitable. You accept that telehealth consultations may be limited by technology and environment.
3.1 To support patient safety, fraud prevention and accurate clinical records, we may verify your identity before or during a consultation.
3.2 You authorise Holistica Health to rely on information you provide, and to request or verify identity details using:
your Medicare details (where available), and or
your Individual Healthcare Identifier (IHI), and
any other lawful verification method we consider necessary.
3.3 If we cannot reasonably verify your identity, or if we reasonably suspect incorrect or misleading information, we may refuse to provide services, discontinue the consultation, or request further information.
3.4 You must ensure all identification details you provide are accurate and belong to you. Providing false identification may be reported to appropriate authorities where required or appropriate.
4.1 Holistica Health provides access to clinicians who apply professional judgement. Not all conditions are suitable for telehealth.
4.2 The clinician may refuse or discontinue a consultation if:
your condition requires in-person assessment,
you need emergency care,
you provide incomplete or misleading information,
there are safety, ethical, or legal concerns,
your request is not clinically appropriate.
4.3 Outcomes (including prescriptions, referrals, certificates and treatment plans) are not guaranteed and depend on clinical assessment.
4.4 Health information provided on the Platform is general in nature and is not a substitute for personalised medical advice. You should rely on advice given in your consultation or by your usual healthcare provider.
5.1 Holistica Health does not provide asynchronous medical consultations (including medical advice delivered solely through questionnaires, chat, SMS, email, or messaging without a real-time clinician consultation).
5.2 We provide consultations in real-time via video and or phone, and clinical decisions are made during that live consultation.
5.3 This approach supports patient safety and aligns with professional standards, including guidance from AHPRA and the Medical Board of Australia on good medical practice and telehealth.
5.4 We may use online forms or health questionnaires to support triage and prepare for your real-time consultation, but these do not constitute a medical consultation, medical advice, or a diagnosis.
6.1 Prescriptions and certificates may be issued only if clinically appropriate and permitted under Australian law and professional standards.
6.2 We do not guarantee:
that your preferred medication will be prescribed,
that controlled medicines, high-risk medicines, or restricted medicines will be prescribed,
that repeat scripts will be issued without review,
that backdated certificates will be provided.
6.3 Some services may require additional information, follow-up appointments, or external verification.
7.1 Fees for consultations and services are disclosed on the Platform before booking or purchase, unless otherwise stated.
7.2 You agree to pay all fees in full at the time of booking or purchase.
7.3 Payments may be processed via third-party payment providers. You agree to comply with their terms.
7.4 We may change fees at any time. New fees apply to bookings made after the change is published.
8.1 You may cancel or reschedule appointments subject to any cancellation policy displayed at the time of booking.
8.2 Refunds may be provided:
where required under the Australian Consumer Law, or
at our discretion in limited circumstances, for example technical failure on our side that prevents delivery of the service.
8.3 If a consultation has commenced, or if documentation has been prepared and delivered, a refund may not be available unless required by law.
9.1 Holistica Health may create and store clinical notes and records relating to your use of the Platform.
9.2 You may request that we send a summary of your consultation to your nominated GP or regular healthcare provider, subject to identity verification and privacy requirements.
9.3 You acknowledge that continuity of care is improved when your regular GP has access to relevant information. You are responsible for providing consent and correct details.
10.1 Your personal information is handled in accordance with our Privacy Policy and applicable privacy laws, including the Australian Privacy Principles.
10.2 You consent to the collection, use and disclosure of your information for purposes including:
providing healthcare services,
verifying identity and ensuring patient safety,
managing bookings, billing and customer support,
improving the Platform and clinical operations,
meeting legal and regulatory requirements.
10.3 You are responsible for ensuring your contact details are accurate.
10.4 Telehealth is conducted over secure systems where practical, but no system is completely risk-free. By using the Platform, you accept this risk.
11.1 For privacy, safety and confidentiality, you must not record, photograph, screenshot, stream, broadcast, reproduce, or distribute any part of your consultation or communications with clinicians or staff, unless:
you have obtained the explicit consent of the clinician, and
the recording is permitted by applicable laws (including surveillance and privacy laws in your State or Territory).
11.2 Unauthorised recording or distribution may result in immediate termination of access to the Platform and may be reported to relevant authorities.
11.3 Holistica Health may record consultations only where:
you have been notified and consent is obtained where required by law, and
recording is for lawful purposes such as quality assurance, training, safety, or clinical record-keeping.
If we record, we will manage recordings in accordance with our Privacy Policy.
12.1 By creating an account or using the Platform, you consent to receive essential communications from us, including:
appointment confirmations and reminders,
service updates,
notices about your account, payments and security,
requests for feedback or customer support communications.
12.2 If you opt in, you also consent to receive marketing communications, including promotional offers, newsletters, and announcements about new services.
12.3 You can opt out of marketing communications at any time by using the unsubscribe link in the message, adjusting your account preferences (where available), or contacting us. Opting out does not affect important service communications.
12.4 We will not use your sensitive health information for marketing purposes without your consent, and we handle personal information in accordance with our Privacy Policy and applicable Australian privacy laws.
13.1 The Platform may contain links to third-party websites, tools, or services. We do not control them and are not responsible for their content, security, or practices.
13.2 Third-party providers may have their own terms and privacy policies, and your use of those services is at your own risk.
14.1 We aim to keep the Platform available, but we do not guarantee uninterrupted access. The Platform may be unavailable due to maintenance, technical faults, or events outside our control.
14.2 We may modify, suspend, or discontinue any part of the Platform at any time.
15.1 All content and materials on the Platform (including text, branding, design, graphics, software and clinical templates) are owned by or licensed to Holistica Health.
15.2 You may view and use the Platform for personal, non-commercial use only.
15.3 You must not copy, reproduce, distribute, modify, reverse engineer, or commercialise any part of the Platform without written permission.
16.1 You agree to act respectfully and lawfully when using the Platform and interacting with our clinicians and staff.
16.2 You must not:
misuse the Platform or interfere with its operation,
attempt unauthorised access to systems, accounts, or data,
upload malicious code, spam, or harmful material,
harass, threaten, stalk, abuse, intimidate or use discriminatory language,
make inappropriate sexual comments or advances,
attempt to pressure a clinician to provide a prescription, referral, medical certificate or diagnosis that is not clinically appropriate,
attempt fraud, impersonation, or provide false information,
use the Platform to seek controlled medicines, restricted medicines, or medications in breach of clinical standards,
disrupt consultations, misuse communications, or behave in a way that may compromise safety.
16.3 If you breach this clause, we may:
end the consultation immediately,
restrict or terminate your account,
refuse future services, and or
report the behaviour to appropriate authorities where necessary to protect staff, clinicians, other patients, or the integrity of the healthcare system.
16.4 You acknowledge that clinicians have a professional obligation to act in your best interests and may refuse requests that are not clinically appropriate.
17.1 Nothing in these Terms excludes or limits consumer guarantees under the Australian Consumer Law that cannot be excluded.
17.2 To the maximum extent permitted by law, Holistica Health is not liable for indirect, incidental, special or consequential loss, including loss of profits, loss of opportunity, or reputational harm.
17.3 If liability cannot be excluded, our total liability is limited to the resupply of services, or the cost of resupply, where permitted by law.
18.1 You agree to indemnify Holistica Health and its directors, employees, contractors and clinicians against any loss, damage, claim, or cost arising from:
your misuse of the Platform,
your breach of these Terms,
your false, incomplete or misleading information,
your unlawful conduct.
19.1 We may suspend or terminate your access to the Platform immediately if:
you breach these Terms,
we reasonably believe continued access poses a risk to patient safety, staff safety, or system integrity,
required by law or regulator request.
19.2 You may stop using the Platform at any time.
20.1 If you have a complaint, contact us via the contact details on the Platform.
20.2 If a dispute arises, both parties agree to attempt good-faith resolution first by negotiation.
20.3 If not resolved, the parties may attempt mediation in Perth, Western Australia, before commencing court proceedings (except for urgent interlocutory relief).
21.1 These Terms are governed by the laws of Western Australia, and you submit to the exclusive jurisdiction of the courts of Western Australia.
22.1 If any part of these Terms is held invalid or unenforceable, that part is severed and the remainder remains in force.
Holistica Health Pty Ltd (ACN 673 241 962)
For support or enquiries, contact us via email: admin@holisticahealth.com.au
Phone: 08 6557 8688
