The rules of the road, in plain English

"OneLove Clinics" is a trading name of Greenleaf Global Pty Ltd (ABN 00 000 000 000), an Australian private company registered in the State of New South Wales. In these terms, "we", "us" and "our" refer to Greenleaf Global Pty Ltd trading as OneLove Clinics. "You" refers to the person booking or receiving the service.

Clinical services are provided by Ahpra-registered medical practitioners and registered nurses engaged by us. Each clinician operates under their own Ahpra registration and under the Medical Board of Australia's Good Medical Practice code.

You accept these terms by booking an appointment, creating an account in our patient portal, or otherwise engaging with the clinical service. If you do not accept these terms, do not proceed with the booking — we are happy to refund any deposit taken at that point in full.

We may update these terms from time to time. Material changes will be communicated through the patient portal and by email to your registered address; minor changes will be reflected by the version number and effective date at the top of this page. Continued use of the service after a change is taken as acceptance of the updated terms.

To use OneLove Clinics you must:

• be eighteen years of age or older;
• be physically present in Australia at the time of each consultation;
• hold a Medicare card, an interim Medicare card, or another valid form of Australian identification that we can verify;
• be capable of giving informed consent to medical treatment.

We may decline to take you on as a patient if, in our reasonable view, the service is not clinically appropriate for you. Where that occurs we will tell you why and, where appropriate, suggest an alternative pathway.

The service is the provision of telehealth medical consultations and ongoing telehealth-based clinical care by Ahpra-registered clinicians. Consultations are conducted by video or telephone. We do not operate a physical clinic or offer in-person consultations.

The service is not:

• an emergency service. If you are experiencing a medical emergency, call 000 or attend the nearest emergency department.
• a crisis service. If you are in a mental-health crisis, contact Lifeline on 13 11 14 or attend an emergency department.
• a substitute for an ongoing relationship with a regular general practitioner. We strongly encourage you to maintain a primary-care GP for the kinds of care that are best delivered in person.
• a guarantee that any particular medication or treatment will be prescribed. Clinical decisions sit with the treating doctor and are made on the basis of the doctor's independent assessment.

You agree to provide accurate, complete and current information when you create your account, and to keep that information up to date. You are responsible for keeping your account credentials secure and for any activity carried out under your account.

Tell us promptly — via the contact details at the foot of this page — if you suspect anyone else has obtained access to your account. We will lock the account on request and reset access once we have verified your identity.

6.1 Disclosure

Current consultation fees are displayed before you confirm a booking. The total you pay at the point of booking is the total payable for that consultation. We do not add hidden charges.

6.2 Pre-screen calls

The initial pre-screen call with a registered nurse is provided free of charge. There is no obligation to proceed to a doctor consultation after the pre-screen.

6.3 Cancellations and rescheduling

You can cancel or reschedule an appointment free of charge at any time up to twenty-four hours before its scheduled start. Cancellations made inside the twenty-four-hour window or missed appointments may attract a fee equal to fifty per cent of the consultation cost, which is disclosed at the time of booking. We waive this fee in circumstances beyond your reasonable control — please tell us what happened and we will deal with it sensibly.

6.4 Refunds

If you have paid for a consultation that did not take place because of our error or system failure, we will refund the full amount to your original payment method within seven business days. Your statutory rights to remedies for major and non-major failures under the Australian Consumer Law are preserved and are not limited by these terms.

6.5 Currency and tax

All fees are in Australian dollars and are inclusive of GST where applicable. Most medical services are GST-free under the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

On the booked date and time, your doctor will contact you through the channel you nominated. The consultation runs for the time you booked; longer matters can be addressed across additional follow-up consultations.

Your doctor is the sole clinical decision-maker. The doctor may decide, on the basis of their independent assessment, to:

• proceed with the proposed plan, modify it, or recommend an alternative;
• refer you to a colleague, a specialist, or your regular GP;
• decline to prescribe any particular medication where prescribing is not clinically appropriate for you.

You can decline any proposed treatment at any time. You can also bring a support person to any consultation, with our prior agreement.

Any prescription written by a OneLove doctor is a clinical decision by that doctor. Prescriptions are issued in line with Ahpra prescribing guidance and the law in the state or territory in which you reside.

We do not dispense medications. Prescriptions are sent electronically to an Australian pharmacy of your choosing. The dispensing relationship is between you and the pharmacy.

Prescriptions remain valid for the period stated on the prescription itself. We do not issue back-dated prescriptions, and we do not issue prescriptions outside the context of a clinical consultation.

You agree that you will not:

• use the service in any way that is unlawful, fraudulent, or that involves giving us false or misleading information about your identity or medical history;
• attempt to gain unauthorised access to any part of the patient portal, our clinical systems, or another patient's information;
• record a consultation without first asking the clinician and obtaining their agreement;
• resell, transfer or share your account or any prescription issued to you.

We may suspend or terminate access to the service for serious or repeated breach. Where it is safe and lawful to do so we will give you reasonable notice and an opportunity to address the breach first.

The OneLove Clinics name, logo, site copy, photography, illustrations, and the structure and design of this site are owned by Greenleaf Global Pty Ltd or used under licence. You may view and print pages from the site for personal, non-commercial use. Any other use — including republication, translation, or use of our copy or branding to promote a competing service — requires our prior written consent.

You retain ownership of any information you provide to us. You grant us the licence necessary to use that information to provide the service and to meet our regulatory obligations.

We deliver the service with the reasonable care and skill expected of an Australian telehealth medical practice. To the maximum extent permitted by law, and subject to your rights under the Australian Consumer Law:

• our total liability arising out of any consultation is limited, at our option, to either re-supplying the relevant service or refunding the fees you paid for it;
• we are not liable for indirect, consequential or special loss, including loss of opportunity or pure economic loss;
• we are not liable for the acts or omissions of any third party (including a dispensing pharmacy) operating outside our reasonable control.

Nothing in these terms excludes, restricts or modifies any non-excludable right, guarantee, condition or warranty implied by law, including the consumer guarantees in the Australian Consumer Law. To the extent any such right or guarantee applies and cannot be excluded, but can be limited, our liability is limited as set out above.

We handle your personal and health information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and our Privacy Policy, which forms part of these terms.

If something has gone wrong, please raise it with us first. Our Complaints policy sets out how we receive, investigate and respond to complaints — and the external bodies you can take a complaint to if you are not satisfied with our response.

You may close your account at any time by writing to the practice. We will retain the clinical record for the periods required by Australian medical-records law and then securely dispose of it.

We may end the clinical relationship where, in our reasonable view, the service is no longer clinically appropriate for you, or where you are in serious or repeated breach of these terms. Where we end the relationship we will tell you the reason in writing and provide reasonable assistance to transfer your care to another practitioner.

15.1 Governing law

These terms are governed by the laws of the State of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that State and the federal courts that sit in it.

15.2 Severability

If any provision of these terms is held to be unenforceable, that provision is to be read down to the minimum extent required to be enforceable, or — if it cannot be read down — severed from these terms without affecting the validity of the rest.

15.3 Whole agreement

These terms, together with our Privacy Policy and Complaints policy, form the whole agreement between you and us regarding the service. Prior communications are not part of the contract unless they are recorded here.

15.4 No waiver

A failure or delay by us in enforcing any right under these terms is not a waiver of that right.

15.5 Force majeure

Neither party is liable for a failure to perform caused by events outside the affected party's reasonable control, including widespread internet failure, public health direction, or natural disaster.

For verification of any clinician's registration, see the Ahpra public register.