Terms of Service

Effective Date: 15 March 2026

Merchant: VitalYOU Pty Ltd (ACN 690 628 329)

Merchant Country: Australia

Welcome to VitalYOU. VitalYOU Pty Ltd (“VitalYOU”, “we”, “us”, “our”) operates the technology platform located at www.vitalyou.com.au (the “Platform”) that connects users (“you”) with independent, AHPRA-registered medical practitioners (“Practitioners”) for private medical consultations and, where a prescription is issued, facilitates the fulfilment of that prescription through licensed Australian pharmacies.

1. Our Services

We provide the following services (“Services”) through the Platform:

Facilitating communications (such as medical consultations) between you and:
- Practitioners, who may prescribe medications and issue referrals for pathology tests where clinically appropriate;
- independent, AHPRA-registered pharmacists (“Pharmacists”) and independent, licensed Australian pharmacies (“Pharmacies”), for the purposes of dispensing prescribed medicines; and
- independent, accredited pathology labs for the provision of pathology services (“Pathology Suppliers”);
Facilitating your purchase of medicines, including medicines prescribed to you by Practitioners, from Pharmacies; and
Facilitating the fulfilment and delivery of medicines purchased from Pharmacies to you.

You acknowledge and agree that VitalYOU is not a medical practice or a pharmacy. The Services we provide are technology, coordination, and administrative services only. You further acknowledge and agree that:

We do not employ any Practitioners or Pharmacists, nor do we own, operate or control any Pharmacies or Pathology Suppliers. We are not responsible for, nor do we control, the services provided to you by Practitioners, Pharmacists, or Pathology Suppliers.
All clinical care is provided by independent Practitioners. Your doctor-patient relationship is with them.
All medicines are dispensed and supplied by Pharmacists and Pharmacies.
We do not advertise or sell prescription medicines or guarantee access to any treatment. Access to any treatment is based solely on the clinical judgment of your Practitioner after a consultation.

2. Acceptance of Terms

Please read these Terms of Service (“Terms of Service”, “Terms”) carefully before accessing or using the Platform. By booking a consultation, making a payment through our Platform, or otherwise accessing our Services through the Platform, you agree to be bound by these Terms, our Privacy Policy, and any other policies referenced herein. If you do not agree with the Terms, then you should not access the Platform or use the Services.

3. Eligibility

To be eligible to use our Platform and Services, at the time of your telehealth consultation you must:

be 18 years of age or older;
be physically located in Australia;
be capable of entering into a legally binding agreement with us;
be capable of consenting to medical treatment; and
agree to these Terms and our Privacy Policy.

4. Practitioner Services

Practitioner Consultations

When you book a consultation with a Practitioner through the Platform, you agree that:

Practitioners operate independently of us and are solely responsible for the healthcare services they provide to you, including all clinical decision-making, assessment, diagnosis, prescribing, quality and accuracy of clinical documentation, and adherence to all professional standards applicable to telehealth, prescribing and medical practice generally.
You enter into a practitioner-patient relationship with your Practitioner. We are not a party to this practitioner-patient relationship and are not liable for any services (including the provision of medical advice and the prescribing of medicines) provided to you as part of that relationship.
You and the Practitioner are responsible for the conduct of each consultation and all information or communications made during those consultations.
We do not guarantee the provision of any specific outcomes (including, for example, the provision of a referral, prescription, health treatment or other service requested by you). The provision or refusal of such outcomes is at the sole discretion of your Practitioner, who is solely responsible for determining what health services, treatments and outcomes are appropriate for you.
You should contact your regular doctor immediately if your medical condition changes or your symptoms worsen. If you suffer from any noticeable side-effects from any treatment you receive, you will either consult your regular doctor or contact us to facilitate a further consultation with your Practitioner.

Practitioner Prescriptions

Your Practitioner may issue you with a prescription for a particular medicine if they consider it to be clinically appropriate, including prescriptions for “off-label” use or compounded medicines with your informed consent.
If your Practitioner prescribes you a medicine for “off-label use”, you acknowledge that the prescribed use of that medicine is not listed as one of the indications for use in the Australian Register of Therapeutic Goods.
If your Practitioner prescribes you a medicine that is to be compounded in a pharmacy, you acknowledge that the compounded medicine has not been reviewed for safety, quality, or efficacy by the Therapeutic Goods Administration and is not entered in the Australian Register of Therapeutic Goods.

5. Pathology Services

When you book a consultation with a Practitioner on the Platform, you will be charged the fee for your consultation with that Practitioner, which includes the Practitioner's professional fee and the VitalYOU platform and administration fee (the “Consultation Fee”). The initial Consultation Fee also includes the cost of a baseline set of pathology tests from a Pathology Supplier.
Should your Practitioner recommend further tests, these can be coordinated and paid for through the VitalYOU Platform for your convenience.
When you access pathology services through the Platform, you acknowledge that:
- we do not provide pathology services and only facilitate the coordination of services you obtain from your Pathology Supplier.
- your Pathology Supplier is solely responsible for the provision of pathology services to you (including the quality and accuracy of test performance and reporting, and for meeting specified turnaround times).

6. Scope of Care, Pathology Results, and GP Follow-up

VitalYOU facilitates access to independent Practitioners for defined consultations. VitalYOU is not a general practice and does not provide comprehensive, ongoing primary care. You acknowledge that the services accessed through the Platform are intended to complement, not replace, your regular general practitioner.

By using the Platform, you acknowledge and agree that:

GP relationship: You have a regular general practitioner (GP), or you will establish care with a GP if advised to do so by a Practitioner. You agree to provide your GP's name and contact details if requested by VitalYOU or a Practitioner, and to keep those details up to date.
How pathology tests are accessed: Pathology tests accessed through the Platform are initiated by you, including when you select and purchase a test panel (or access a baseline panel included in your Consultation Fee) through an ordering pathway facilitated by VitalYOU and performed by an independent Pathology Supplier. A Practitioner may recommend that you obtain certain tests, but tests are not automatically ordered on your behalf. You are solely responsible for ordering and accessing pathology tests through the Platform.
Review of results: You acknowledge that pathology results are reviewed by a Practitioner in the context of a booked consultation (or where you otherwise request a review through the Platform). VitalYOU and Practitioners do not provide continuous monitoring of pathology results outside of booked consultations.
Clinically significant results and recommendations: If a Practitioner receives your pathology results through the Platform (or you provide them for review) and the Practitioner considers that a result is clinically significant and requires follow-up, the Practitioner will take reasonable steps to contact you to discuss the results with you and provide recommendations. Those recommendations may include follow-up with your GP or a specialist, additional testing or urgent medical care.
Shared care and follow-up responsibility: Where you are advised to follow up with your GP or another healthcare provider, you are responsible for arranging that follow-up within the timeframe recommended and for providing that provider with relevant information.
Consent to share for continuity: Subject to our Privacy Policy, you consent to VitalYOU and/or your Practitioner sharing relevant pathology results and consultation notes with your nominated GP or other treating healthcare provider where appropriate for continuity of care. If you withdraw this consent, you acknowledge that it may limit continuity of care and your ability to implement follow-up recommendations.
Ongoing management: Ongoing monitoring and management of medical conditions, including conditions identified through pathology, is ordinarily provided by your GP and other treating providers. VitalYOU and the Practitioners do not provide continuous primary care unless further consultations are booked.

Nothing in this clause limits any rights you may have under the Australian Consumer Law or limits any liability that cannot be excluded by law.

7. Purchase, Dispensing and Delivery

You acknowledge that VitalYOU is not a pharmacy and does not dispense or supply any prescription medicines.
If you are prescribed a medicine by a Practitioner, you have the option of having your prescription dispensed and delivered by a Pharmacy of our choice.
You acknowledge that the relevant Pharmacy may refuse to dispense your medicine to you for any reason, including on the basis of their clinical judgment or the unavailability of the prescribed medicine. You acknowledge that VitalYOU is not involved in or responsible for the decision to dispense or not dispense a prescribed medicine to you.
If a Pharmacy agrees to dispense medicine to you, then you enter into a separate contract with that Pharmacy for the purchase of that medicine, in accordance with the terms and conditions of that Pharmacy. VitalYOU will act as the authorised collection agent of the Pharmacy and will facilitate the collection and passing of your payment to the Pharmacy.
We take no responsibility for and make no warranties, express or implied, in relation to the correct dispensing of (or the decision to dispense) your medicines by a Pharmacy. If a Pharmacy compounds a medicine on the basis of a prescription issued by a Practitioner, we take no responsibility for and make no warranties in relation to the safety, quality or efficacy of that compounded medicine.
The delivery of your medicine to you is the responsibility of the relevant Pharmacy and is subject to the policies and timeframes of that Pharmacy.
If you do not wish to have your prescription dispensed and fulfilled by a Pharmacy, we will send you your prescription to take to your chosen pharmacy.

8. Payments

Pricing: All prices are in Australian Dollars (AUD) and include GST where applicable. We will always display the total amount payable before you confirm your payment.
Payment Processing: We collect all fees through the Platform as the limited authorised collection agent for the Practitioners and Pharmacies. Payments are processed securely by our third-party payment processors. We do not store your full credit card details.
Authorisation: You authorise VitalYOU to charge your nominated payment method for the full amount of the services you book, including Consultation Fees and the cost of any medicines you choose to purchase through the Platform.

9. Bookings, Cancellations, and Refunds

Booking: All consultations with Practitioners are booked and paid for through the Platform.
Cancellation by You: You may cancel or reschedule your appointment without charge by providing at least 24 hours' notice.
Late Cancellations & No-Shows by You: If you cancel with less than 24 hours' notice, or if you fail to attend your appointment, you will be charged the full Consultation Fee, and this will not be refundable.
Cancellation by a Practitioner: In the unlikely event a Practitioner cancels your appointment, you will be notified immediately. You will be offered the choice of a full refund of your Consultation Fee or the option to rebook with the same or another Practitioner at no additional cost.
Medicine Refunds: Once a prescription medicine has been dispensed by a pharmacy, it cannot be returned for a refund (e.g., for a change of mind). This is in accordance with health regulations. If your medicine does not arrive, or arrives damaged or missing, please contact us for assistance.
ACL: Your rights under the Australian Consumer Law are not affected by these terms.

10. Invoices and Receipts

You will receive a receipt from VitalYOU for all payments made through the Platform. Where a tax invoice is required for a medical service or product, it will be issued by VitalYOU on behalf of the relevant supplier (the Practitioner or pharmacy), clearly identifying them as the provider.

11. Your Responsibilities

You agree:

To provide true, accurate, up-to-date and complete information when using the Services, and not omit any information that is relevant to the Services you request. If you do not provide complete and accurate information, we may not be able to provide the Services.
To use the Platform and the Services only for lawful purposes, and in accordance with these Terms.
That you will not use the Platform to engage in any of the following: commercial activity; committing or encouraging a criminal offence; harming, abusing, harassing, stalking, threatening or offending others; transmitting or distributing malicious or technologically harmful material; hacking into any aspect of the Service; infringing upon the rights of any other person's proprietary rights; sending unsolicited advertising or promotional material; attempting to affect the performance or functionality of any computer facilities; or any other illegal or improper activity.
To acknowledge that the information on our Platform is for general purposes and is not a substitute for a direct consultation with a Practitioner.
To acknowledge that the Platform is not suitable for use in emergency situations. For medical emergencies, call 000 immediately or seek medical attention at your nearest hospital emergency department.

12. Termination or Suspension

We reserve the right to terminate, suspend or block your access to the Platform, or to refuse to provide the Services to you at any time, including in the following circumstances:

If you do not meet the eligibility criteria in clause 3 to use the Services;
If a Practitioner has determined that you are unsuitable for the Services;
If you have breached these Terms; or
If your behaviour on the Platform may reasonably be considered to be abusive, offensive, threatening or otherwise unacceptable.

13. Limitation of Liability

Subject to any non-excludable consumer guarantees and other consumer protection provisions set out in the Australian Consumer Law, the material displayed on the Platform is provided without any guarantees, conditions or warranties as to its accuracy.
To the fullest extent permitted by law, VitalYOU hereby expressly excludes all warranties and other terms which might otherwise be implied by statute, common law or the law of equity and is not liable for any damages whatsoever, including, but without limitation, any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procuring substitute goods and services, arising out of or related to the use, inability to use, performance or failures of the Platform and any materials posted on the Platform, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise.
To the fullest extent permitted by law, VitalYOU is not liable for the clinical services, advice, or treatment provided by the independent Practitioners, nor for the products supplied by Pharmacies or the services of Pathology Suppliers. Our liability is limited to matters directly related to the operation of our Platform.

14. Indemnity

You agree to indemnify, defend and hold harmless VitalYOU, its directors, officers, employees, consultants, agents, and affiliates, from any and all third-party claims, liability, damages or costs (including, but not limited to, legal fees) arising from your use of the Platform, or your breach of these Terms, except to the extent caused by a fraudulent or negligent act or omission of VitalYOU.

15. Privacy and Data Security

We are committed to protecting your privacy. We handle your personal and health information in accordance with our Privacy Policy and the Australian Privacy Principles. By using the service, you consent to your information being shared with the Practitioners, Pharmacies, and Pathology Suppliers required to provide your care.

16. Intellectual Property and Copyright

The intellectual property rights in all content made available to you on or through the Platform remain the property of VitalYOU or its licensors and are protected by copyright laws and treaties around the world. All such rights are reserved by VitalYOU and its licensors. You may store, print and display the content supplied solely for your own personal use. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Platform, nor may you use any such content in connection with any business or commercial enterprise.
You must not do anything with the materials and resources that is not expressly authorised by the Terms. Without limitation, you must not modify, adapt, sell, or use the materials and resources for a commercial purpose without the prior consent of VitalYOU.
You acknowledge that VitalYOU is not a counselling service. The content of the Platform, including the materials and resources on the Platform, is intended for information purposes only. The Platform, materials and resources on the Platform are not intended to be a substitute for professional medical advice, diagnosis or treatment.

17. Changes to these Terms

We may update these Terms from time to time. The version of the Terms that was current at the time you made your booking will apply. Please review these terms periodically for changes. Your continued use of the Services will constitute acceptance of the changes.

18. Complaints and Dispute Resolution

If you have a concern or dispute regarding the Platform or a non-clinical aspect of our service, you agree to first notify VitalYOU at support@vitalyou.com.au to attempt to resolve the matter informally.

19. Governing Law

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

20. Linked Sites

The Platform may contain links to other websites which are not owned or operated by VitalYOU, for your information and convenience. We have no control over websites which we do not own or operate and accept no responsibility for any loss or damage that may arise from your use of other websites.