TermsofService

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.

To use InstantMed, you must:

• Be at least 18 years of age
• Be located in Australia at the time of consultation
• Provide accurate and complete information
• Have a valid email address and phone number

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.

The reviewing AHPRA-registered doctor makes clinical decisions based on the information you provide. You are responsible for providing accurate and complete health information. Not all requests can be approved - the reviewing doctor may decline requests if they determine that a face-to-face consultation or further investigation is required.

Clinical reviews are performed by AHPRA-registered doctors under documented clinical governance. Registration can be checked independently on the AHPRA public register.

AI never prescribes. Standard medical-certificate requests may be issued under a clinical protocol approved by the Medical Director. Anything concerning or uncertain, and every prescription request, requires review by an AHPRA-registered doctor before issue. Prescribing requests require a doctor's decision before an eScript is issued.

Our clinical governance framework, including protocol design, recorded outcomes, incidents, complaints, and scope boundaries, is documented at /clinical-governance. The framework is designed to scale as additional clinicians are onboarded.

Service fees are displayed before you submit a request. Payment is required at the time of submission. You pay upfront. If the doctor declines, the full request fee and priority fee are automatically refunded to the original payment method.

Refund Policy:

• If your request is declined for clinical reasons (e.g., not appropriate for telehealth, requires in-person examination), the full request fee, including any priority fee, is refunded to the original payment method. Your bank controls when it appears.
• Once an approved certificate, eScript, or clinical outcome is delivered, a change-of-mind refund is generally not available. Confirmed service failures and your rights under Australian Consumer Law are not excluded.
• If you want to cancel, contact support promptly. Cancellation may not be possible after clinical review or fulfilment has started.

InstantMed is a private-pay service. We do not advertise a Medicare rebate for these request pathways.

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.

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

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

• Summarizing your intake information for efficient doctor review
• Drafting clinical documentation and identifying information that requires doctor review
• Improving the intake experience through smart suggestions

Important: AI never prescribes. Standard medical-certificate requests may be issued under a clinical protocol approved by the Medical Director. Anything concerning or uncertain, and every prescription request, requires review by an AHPRA-registered doctor before issue. AI output cannot override a safety rule or widen the approved medical-certificate protocol.

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.

Requests can be submitted and reviewed 24/7. Review timing varies with clinical complexity, follow-up questions, and queue volume.

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

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.

If you have a complaint about our services, please contact us first at complaints@instantmed.com.au. We acknowledge complaints within 24 hours. Clinical complaints target resolution within 14 days. Our full complaints process, including escalation pathways to AHPRA and state health complaints bodies, is documented at /complaints.

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.

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.

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 10, even after account deletion.

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