Terms & Conditions
1. Acceptance of Terms
By creating an account, accessing the platform, or using any of our services, you agree to be bound by these Terms, including our Privacy Policy. If you do not agree, you must not use our services. If you are accepting on behalf of a company or organisation, you confirm that you are authorised to do so.
2. About Us
We, Diku Medical Pty Ltd (ACN 677 599 094), provide a web-based platform (“Platform”) under the brand Docmate. This Platform allows users to access telehealth consultations with registered Australian medical practitioners (“Doctors”).
You can contact us at our emai info@docmate.
3.Emergencies and Disclaimers
Our services are not suitable for emergencies. If you are experiencing chest pain, breathing difficulty, stroke symptoms, or any other urgent medical condition, do not use our Platform, call 000 immediately.
Using our services does not guarantee a prescription or medical treatment. Doctors exercise their own clinical judgment. We are not responsible for ensuring the suitability or availability of any medication.
4. Term and Variations
These Terms take effect when you create an account and remain in force until your account is terminated.
We may update these Terms by providing written notice. If you continue using the Platform after 30 days or after clicking “I accept,” you are deemed to have accepted the updated Terms. If you do not agree, you must close your account.
5. Eligibility
You must be at least 18 years old to use our services.
Note: Individuals below 18 can access our services in the presence of their legal guardian. If you have an underage child, you can add their details to your profile and schedule an appointment for them. However, our doctors cannot offer a consultation for your child if you request it under your name.
6. Our Services
We offer:
- Access to our telehealth platform
- Telehealth consultations with registered Doctors
- The potential issuance of prescriptions, at the sole discretion of the Doctor.
Additional services may be offered separately and subject to additional terms.
7. Account Responsibilities
To access services, you must create an account. You agree to:
- Keep your details true, accurate, and up to date
- Maintain the confidentiality of your login credentials;
- Inform us immediately if you suspect unauthorised access to your account.
8. Booking Consultations
To book a consultation, complete the Consultation Form and pay the required fee. Upon successful payment, we will confirm your booking via email.
Once we receive your booking – we will try to call you within 15 minutes however we might get delayed. Rest assured we will call you on the same day of the booking.
9. Cancellations
You may cancel a booking by contacting us via email.
- If you cancel more than 24 hours before your appointment, you are eligible for a full refund.
- If you cancel less than 24 hours before, or miss the consultation, the full fee applies and no refund will be issued.
We may need to reschedule a consultation due to unforeseen circumstances. If we cannot find a new time that suits both parties, we will issue a full refund.
10. Prescriptions and Pharmacy Delivery
Prescriptions are issued at the Doctor’s discretion based on your medical condition and history.
Prescriptions for weight loss, hair loss and alternative medicine will be sent to our partnered Pharmacy. However if you wish the script to be sent to you then we can at a small administration fee.
For refills, you may need to book another consultation.
11. Payments
All fees must be paid upfront as specified on the Platform.
You must use a valid and authorised payment method. If you use a third-party processor, you may also be required to agree to their terms. We may pass on processing or gateway fees.
If your payment is late, we may:
- Suspend your access to the Platform;
- Charge interest on overdue amounts at the Reserve Bank of Australia cash rate plus 2% per annum.
You are responsible for any applicable taxes unless required by law for us to collect them.
12. Your Responsibilities
You must:
- Comply with these Terms and all applicable laws;
- Provide accurate and complete information;
- Co-operate with our team and doctors;
- Not share or resell our services without written consent.
We may charge you for any additional costs we incur due to non-compliance with this clause.
13. Privacy
We collect, use, and disclose personal and sensitive information in accordance with our Privacy Policy, available at https://alohatelehealth.com.au/privacy-policy.
By using our services, you consent to the handling of your personal information as described in the Privacy Policy.
If you do not provide required personal information, we may not be able to provide services to you.
14. Platform Licence and Acceptable Use
While you maintain an account, we grant you a limited, non-transferable licence to use the Platform.
You must not:
- Breach laws or third-party rights;
- Upload malicious code or attempt to gain unauthorised access;
- Use the Platform to harass or harm others;
- Use our Platform for resale, distribution, or competitive purposes.
15. Availability and Downtime
We aim to provide continuous access but do not guarantee uninterrupted service.
We are not liable for downtime due to maintenance, third-party failures, or events outside our control. We will provide reasonable notice for planned outages.
16. Intellectual Property
All intellectual property in our services, including the Platform, remains ours. You must not copy, reproduce, reverse-engineer, or misuse any of our intellectual property.
We may use any feedback you provide without obligation or compensation.
17. Your Data
We do not claim ownership of your data but have the right to access, store, analyse, and use it as required to deliver our services.
We may also:
- Anonymise and aggregate data for business and improvement purposes;
- Share data with trusted service providers under strict confidentiality;
- Retain data as required by law after account closure.
You are responsible for backing up your data and ensuring its integrity.
18. Confidentiality
Each party agrees to keep the other’s confidential information private and only use it as necessary to perform obligations under these Terms.
Confidential information may be disclosed if required by law.
19. Consumer Law
Nothing in these Terms limits your rights under Australian Consumer Law or other applicable consumer protections.
If our services are not ordinarily for personal or domestic use, our liability is limited to resupplying the service or reimbursing the cost.
20. Liability
To the extent permitted by law, we are not liable for:
- Your failure to provide accurate information
- Your failure to follow medical or platform instructions
- Third-party system issues or outages
- Indirect or consequential loss.
Our total liability is limited to the fees you paid for the relevant service.
21. Termination and Suspension
We may suspend or terminate your account if:
- You breach these Terms and do not remedy it within 14 days
- You commit a serious breach that cannot be remedied
- You become insolvent.
You may terminate your account at any time via email or through the Platform.
Certain provisions survive termination, including those related to liability, confidentiality, and intellectual property.
22. Respectful Conduct & Service Integrity
To ensure a safe and supportive environment for both patients and healthcare professionals, the following guidelines apply to all users of our telehealth services:
- All staff and healthcare providers must be treated with respect and courtesy at all times.
- Aggressive, threatening, or abusive behaviour (verbal or written) will not be tolerated and may result in immediate termination of services.
- Providing false, misleading, or incomplete information during consultations or in any communication may lead to the cancellation of services without compensation or further access to care.
23. General Provisions
Assignment: You must not transfer your rights under these Terms without our written consent. We may assign our rights or transfer debts to third parties.
Disputes: Disputes must first be attempted to be resolved through good faith negotiation.
- If unresolved and you are in Australia, mediation applies via the Australian Disputes Centre.
- If outside Australia, arbitration will be conducted via ACICA in Melbourne, in English.
Force Majeure: We are not liable for delays caused by events outside our control.
Governing Law: These Terms are governed by the laws of Victoria, Australia. Disputes must be resolved in Victorian courts.
Notices: Notices to us must be sent via email to info@docmate. Notices to you will be sent to your registered email address.
Marketing: We may send you marketing emails. You may opt out at any time.
Relationship: These Terms do not create a partnership, agency, or employment relationship.
Third-Party Links: Our Platform may contain links to third-party sites. We do not control or endorse them and are not responsible for their content or your use of them. We may receive commissions from certain linked providers.
24. Defined Terms
- Account: Your registered profile on the Docmate platform.
- Platform: The online system where consultations and services are provided.
- Doctor: A registered Australian medical practitioner engaged via our Platform.
- Services: Access to consultations, the Platform, and related features.
- Your Data: Information, documents, and materials you provide through the Platform.
- Personal Information: Information that identifies or can identify an individual.
- Confidential Information: Non-public information exchanged under these Terms.
- Consequential Loss: Includes indirect loss such as loss of profits, business, or data.
For any questions about these Terms, please contact:
