Terms of Service

1. Acceptance of Terms

By accessing or using InstantMed's services, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services. We reserve the right to modify these terms at any time.

2. Eligibility

To use InstantMed, you must:

• Be at least 18 years of age (or have parental/guardian consent)
• Be located in Australia at the time of consultation
• Provide accurate and complete information
• Have a valid email address and phone number

3. Nature of Services

InstantMed provides online telehealth consultations for non-emergency medical needs. Our services are not a substitute for emergency care. If you are experiencing a medical emergency, call 000 immediately or go to your nearest emergency department.

4. Medical Disclaimer

Our doctors make clinical decisions based on the information you provide. You are responsible for providing accurate and complete health information. Not all requests can be approved — our doctors may decline requests if they determine that a face-to-face consultation or further investigation is required.

5. Fees, Payment, and Refunds

Service fees are displayed before you submit a request. Payment is required at the time of submission.

Refund Policy:

• If your request is declined for clinical reasons (e.g., not appropriate for telehealth, requires in-person examination), you will receive a full refund within 3-5 business days.
• If your request is approved, no refund is available.
• If you cancel your request before a doctor reviews it, you will receive a full refund.
• If a doctor is unable to review your request within 24 hours, you may request a full refund.

Some services may be eligible for Medicare rebates — this will be indicated during checkout.

6. Prescriptions

Prescriptions are issued at the sole discretion of the treating doctor. We do not prescribe certain medications including Schedule 8 drugs, benzodiazepines, or other controlled substances. Electronic prescriptions are sent via SMS or email and can be dispensed at any pharmacy in Australia.

7. Telehealth Consent

By using InstantMed, you consent to receiving healthcare services via telehealth (online consultation). You understand and agree that:

• Consultations are primarily conducted asynchronously (text-based) without video or phone calls, unless the doctor determines otherwise
• A doctor may request a phone or video consultation if clinically necessary
• Electronic prescriptions and medical certificates are delivered via email or SMS
• Your health information is stored securely and may be accessed by treating clinicians
• Telehealth has limitations and some conditions require in-person examination

8. AI-Assisted Services

InstantMed uses artificial intelligence to assist with certain administrative tasks, including:

• Summarizing your intake information for efficient doctor review
• Drafting documents such as medical certificates (always reviewed by a doctor)
• Improving the intake experience through smart suggestions

Important: AI does not make any clinical decisions. All medical decisions are made by registered Australian doctors. AI-generated content is always reviewed and approved by a clinician before being finalized or sent to you.

9. Record Retention

In accordance with Australian healthcare record-keeping requirements, we retain your health records for a minimum of 7 years from the date of your last consultation. You may request access to your records at any time by contacting us.

10. Service Availability

Our service operates during business hours (8am–10pm AEST, 7 days a week). While we aim to review most requests within 1-2 hours during these times, review times may vary depending on demand and case complexity.

We do not guarantee specific response times. Our services are available to users located in Australia only.

11. Limitation of Liability

To the maximum extent permitted by law, InstantMed shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services. Our total liability shall not exceed the amount paid by you for the specific service giving rise to the claim.

12. Dispute Resolution

If you have a complaint about our services, please contact us first at complaints@instantmed.com.au. We will endeavour to resolve your complaint within 14 business days.

If we cannot resolve your complaint to your satisfaction, you may lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA) or the relevant state health complaints commissioner.

13. Governing Law

These Terms of Service are governed by the laws of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales for any disputes arising from these terms or your use of our services.

14. Account Termination

We reserve the right to suspend or terminate your account if you violate these terms, provide false information, or misuse our services. You may request account deletion at any time by contacting us. Note that health records must be retained as per Section 9, even after account deletion.

15. Contact

For questions about these terms, please contact us at legal@instantmed.com.au.