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Terms

Terms and Conditions

Last updated 5 November 2026.

About these terms

These terms apply when you use the website, booking system and telehealth services (Services) of Life Gp Telehealth Pty Ltd, trading as My Nectar ("we", "us", "our"). By booking or attending a consultation you agree to these terms and to our Privacy Policy.

Emergencies

Our Services are not suitable for emergencies. If you are experiencing a medical emergency, are unsure how serious your condition is, or need urgent care, do not use our Services. Call 000 or go to your nearest emergency department. If you are in crisis or thinking about harming yourself, call 000 or Lifeline on 13 11 14.

Our services

We provide live telehealth consultations by phone or video with practitioners registered to practise in Australia, including GPs, Nurse Practitioners, psychologists and counsellors. Each practitioner provides care using their own independent clinical judgement and within their scope of practice.

Telehealth is not suitable for all concerns. Your practitioner may recommend in-person assessment, urgent care, GP review, specialist referral, further investigation or no treatment depending on your circumstances. We do not guarantee any particular outcome from a consultation.

Consultations

  • Every consultation is a live, real-time appointment. Any form or questionnaire you complete before an appointment is for intake only. It is not a consultation and does not diagnose you or guarantee any treatment.
  • You must be physically located in Australia at the time of your consultation.
  • Patients under 18 must have a parent or legal guardian present.
  • We will confirm your identity. If we cannot reasonably do so, the practitioner may not proceed.
  • If the call disconnects, your practitioner will try to reconnect or call you. If that is not possible, we will reschedule at no extra cost.
  • We may occasionally need to reschedule an appointment for reasons outside our control. If so, we will tell you as soon as possible.

Prescriptions

  • Only your practitioner can decide whether a medicine is clinically appropriate. A prescription is never guaranteed, and requesting a specific medicine does not mean it will be prescribed.
  • Some medicines, including many Schedule 8 (controlled) medicines, are not prescribed by telehealth in line with Australian law and professional standards.
  • If a prescription is issued, you may take it to any pharmacy you choose. Any pharmacy that dispenses your medicine must be an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws.

Certificates and referrals

  • Medical certificates are issued at your practitioner's discretion after a live consultation, and only for a period they can reasonably and professionally certify. They are not guaranteed.
  • Referrals for pathology, imaging, specialists or allied health are issued only where clinically appropriate. If you are referred to another provider, you are responsible for booking with them, and they are responsible for the care they provide.
  • Some forms and reports need extra time or an in-person assessment and may attract an additional fee, which we will tell you about first.

Fees and payment

  • Fees are shown and confirmed before you book, in Australian dollars, including GST where it applies. Fees can change, but the fee confirmed at booking is the fee you pay for that appointment.
  • Medicare rebates may apply to eligible consultations. Eligibility is checked when you book.
  • Payments are processed by a secure third-party payment provider. We do not store your card details.
  • A fee is for the practitioner's time and clinical assessment. It is not refundable because a practitioner decides that a prescription, certificate or referral is not clinically appropriate, except as required by the Australian Consumer Law.

Cancellations and refunds

  • Please cancel or reschedule as early as you can, using the link in your booking confirmation or by calling 1300 375 403.
  • The cancellation notice period and any late cancellation or non-attendance fee are shown at the time of booking.
  • If we cancel, or a consultation cannot go ahead because of a technical problem on our side or practitioner unavailability, you will receive a full refund or a free reschedule.
  • Abusive, threatening or inappropriate behaviour towards our team may result in a consultation being ended without refund.
  • Fees for late cancellations and non-attendance are not refundable, except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description.

Your responsibilities

You agree to:

  • give complete and accurate information about yourself and your health;
  • use the Services only for yourself, or for a child or person in your legal care;
  • follow your practitioner's advice, or tell them if you choose not to;
  • join from a private place where you can speak freely.

Confidentiality

Your information is confidential and handled under our Privacy Policy. There are limits to confidentiality: we may be required or permitted to share information without your consent where there is a serious risk of harm to you or someone else, for child protection, for mandatory notifications under the Health Practitioner Regulation National Law, under a court order or subpoena, or as otherwise required by law.

Third parties

Our Services rely on third-party systems, such as booking, video and payment platforms. We choose these carefully, but we are not responsible for interruptions caused by them. Nothing in this clause limits a practitioner's professional duties to you or your rights under the Australian Consumer Law.

Consumer law and liability

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.

Subject to that, and to the extent permitted by law, we are not liable for indirect or consequential loss, or for loss caused by incomplete or inaccurate information you give us. Nothing in these terms limits our liability for negligence or our professional obligations.

Complaints

We want to hear when something has not gone right. Please call us on 1300 375 403 or use our contact form. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

If you are not satisfied with our response, you can contact:

  • the Health and Disability Services Complaints Office (HaDSCO), Western Australia, at hadsco.wa.gov.au;
  • the Australian Health Practitioner Regulation Agency, about a registered practitioner, at ahpra.gov.au;
  • the Office of the Australian Information Commissioner, about privacy, at oaic.gov.au.

General

  • We may update these terms. The version on this page when you book applies to that booking.
  • If a dispute arises, we will first try to resolve it informally, then through mediation if needed.
  • These terms are governed by the laws of Western Australia. The courts of Western Australia, Australia have jurisdiction.
  • We do not advertise specific prescription medicines to the public, in accordance with Australian regulatory requirements.