1. Our commitment to you

At Legacy Women Clinic, we aim to be flexible and fair. If something genuinely outside your control prevents you from attending, please contact us as soon as possible via our website. The earlier you notify us, the more likely we can offer options such as rescheduling or credit.

2. Cancellation & refunds

• Cancel at least 48 hours before your appointment to be eligible for a refund.
• Refunds are returned to the original payment method (bank processing times may vary).
• Administration fee: approved refunds incur a $10 fee to cover non-refundable processing costs.
• Credit option (no fee): if you choose credit/reschedule, the $10 admin fee is waived and 100% of your payment is preserved.
• Late cancellations (within 48 hours): generally non-refundable, except where we approve exceptional circumstances.

3. No-show policy (three attempts)

Your appointment time is reserved exclusively for you. If you do not answer:

• We will attempt to call up to three times around your scheduled time (including a final attempt approximately 5 minutes after the start time).
• If there is no answer, we may send a text message to your mobile number.
• If we cannot reach you after these attempts, the appointment is recorded as a no-show and is non-refundable.

4. Telehealth process & requirements

• Private/No Caller ID: our calls may appear as Private/No Caller ID. Please ensure your phone can accept these calls.
• Medical certificates: your booking fee covers the consultation. A medical certificate may be issued only if clinically appropriate following assessment, and is not guaranteed. Additional fees may apply for extended leave, detailed reports, or additional documentation.
• Private billing: this is a private service and Medicare rebates are not available.

5. Clinical assessment is essential (no guarantees)

Any advice, certificate, referral, or prescription depends on a medical assessment. We will do our best to help; however we can only provide treatment, documents, or prescriptions when clinically indicated, appropriate, and compliant with legal/professional obligations. We may decline or limit services where it is not safe, appropriate, or lawful to proceed.

6. Identity, information and accuracy

To provide care safely, we may need to verify your identity and information, including (where relevant) your full legal name, date of birth, Medicare/IHI, medication history, and supporting documents. You agree to provide accurate and complete information. If information is incomplete or inconsistent, we may not be able to provide certain outcomes (including certificates and scripts).

7. Fees, payments and additional costs

Consultation fees are displayed at the time of booking and are payable in advance unless stated otherwise. If your care requires pathology, imaging, or other third-party services, these may involve additional fees charged by the external provider (not by us). We will discuss this where possible. In some cases, reviewing results or providing follow-up documentation may require an additional appointment/fee.

8. Certificates and letters (including fit-to-fly / unfit-to-fly)

Certificates/letters are never automatic and require a clinical assessment and supporting information where appropriate. We may decline to provide a certificate/letter including fit-to-fly or unfit-to-fly where the assessment does not support it, information is insufficient, we cannot safely verify the condition, it is not clinically appropriate, or it would breach legal/professional requirements. Where a certificate/letter is provided, it is based on information available at the time and may include clinical limitations.

9. Prescriptions, repeats and script refills

Prescriptions (including repeats/refills) are issued only after medical assessment. We may require evidence of diagnosis, prior prescriptions, or communication with your usual doctor/pharmacy. We may decline requests for early repeats, inappropriate medicines, or where we cannot safely confirm the indication. Some medications may require in-person review, monitoring, or specialist input.

10. Priority appointments

If you purchase a Priority Appointment, we will make best efforts to meet the stated priority timeframe/service level. Priority does not guarantee a particular clinical outcome, a certificate, a prescription, or that your request will be medically appropriate.

Priority fee refund: If we are unable to deliver the priority service level (e.g., timeframe) for reasons within our control, we will refund the full Priority Appointment amount. This refund relates to the priority component only and does not change clinical discretion/outcomes.

11. Our service and who we are

We provide private telehealth consultations and related administrative services. Our clinicians are AHPRA-registered medical practitioners. We are not a specialist practice unless explicitly stated for an individual clinician. Our services do not replace ongoing care with your usual GP/specialist.

12. Technical issues

Telehealth depends on internet/phone services. If there are technical issues, we may switch to phone, reschedule, or provide an alternative arrangement. We are not responsible for delays due to outages outside our control, but we will aim to assist reasonably.

13. Your responsibilities

You agree to be in a private, safe location for telehealth, ensure you can be contacted (correct phone/email), provide accurate medical history and medication details, seek urgent care when advised, and treat staff respectfully. We may refuse service for abusive behaviour.

14. Safety & privacy

• Not for emergencies: if you have severe pain, heavy bleeding, chest pain, breathing difficulty, or feel unsafe, call 000 or attend your nearest Emergency Department.
• Identity: you must provide your correct legal name and date of birth for clinical safety.
• Privacy: clinical records are stored securely in our practice system (Halaxy) and handled in accordance with the Privacy Act 1988.

15. Privacy and communications

We handle personal information in line with our Privacy Policy and applicable Australian privacy laws. By booking, you consent to receiving communications related to your care (appointments, forms, reminders, results notifications). Marketing communications (if any) will include an opt-out.

16. Consent

By ticking the box and proceeding with booking, you confirm you have read and agree to these terms and consent to a telehealth consultation, including being contacted by phone/SMS/email for appointment-related communication.

17. Limitation of liability

To the extent permitted by law, we are not liable for outcomes resulting from incomplete/incorrect information provided by you, failure to follow medical advice, or delays caused by third parties (e.g., pathology providers). Nothing in these Terms excludes your rights under the Australian Consumer Law.

18. Changes to these Terms

We may update these Terms from time to time. The version on our website applies at the time you book/use our service.

19. Governing law

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