Terms and Conditions

Last updated: April 2026

1. Introduction

1.1 These Terms & Conditions (“Terms”) govern your access to and use of services provided by Medio Australia Pty Ltd (ACN 654 518 868, ABN 28 654 518 868) trading as Medio Telehealth (“we”, “our”, “Medio”).

1.2 By booking or attending a telehealth appointment through Medio, you agree to be bound by these Terms and our Privacy Policy.

2. Eligibility & Acceptance

2.1 You confirm you are at least 18 years old and have legal capacity to enter this agreement.

2.2 You warrant that all information provided during registration and consultation (medical history, contact details, Medicare details) is accurate and complete.

3. Services Provided

3.1 We connect you with Australian-registered medical practitioners via phone or video for:

  • General telehealth consultations
  • Medical certificates
  • Prescription issuance (including medical cannabis)
  • Referral requests (e.g. pathology, imaging, specialists)
  • Blood test requests

3.2 Practitioners exercise independent clinical judgment and may decline to issue prescriptions, certificates, or referrals if not medically appropriate. A consultation does not guarantee any specific clinical outcome.

4. Bookings, Fees & Payments

4.1 Payment is required at the time of booking via Square, our approved payment processor. Fees are displayed before checkout and are charged in Australian Dollars (AUD).

4.2 Current consultation fees are:

  • Telehealth Consult — $59
  • MC Initial Consultation — $89
  • MC Follow-Up — $59
  • Medical Certificate — $19
  • Blood Tests — $59
  • Specialist Referral — $59

4.3 Fees may be updated from time to time. The fee displayed at the time of booking is the fee that applies to your appointment.

5. Cancellation & Refund Policy

5.1 Patient-initiated cancellations

You may cancel your appointment at no penalty more than 24 hours before your scheduled appointment time to receive a full refund.

Cancellations made within 24 hours of the appointment, or failure to attend (no-show), will result in the full booking fee being forfeited. No refund will be issued.

5.2 Rescheduling

You may reschedule your appointment once free of charge, provided the reschedule request is made at least 2 hours before the original appointment time.

A second or subsequent reschedule will incur a $29 rescheduling fee.

5.3 Questionnaire requirement

All patients must complete a health questionnaire before their appointment. If the questionnaire is not completed at least 15 minutes before the appointment time, the appointment will be automatically cancelled.

No refund is issued for auto-cancellations due to incomplete questionnaires. However, you will receive a rebook credit valid for 30 days, allowing you to complete the questionnaire and rebook the same service free of charge. If the credit is not used within 30 days, it expires and no refund will be issued.

5.4 Clinical outcome

No refund is provided where a consultation proceeds but the doctor, after clinical assessment, decides not to issue a prescription, medical certificate, or referral — even if you are dissatisfied with the outcome.

6. Service-Specific Terms

6.1 Telehealth Consultations

Standard consultations are conducted via phone at the scheduled time. You must ensure your phone is on and can receive calls from unknown numbers. If we cannot reach you, the appointment may be marked as a no-show.

6.2 Medical Cannabis (MC) Consultations

If you are seeking a prescription for medical cannabis, you acknowledge that:

  • Eligibility is determined by the treating doctor based on your individual clinical circumstances and current TGA regulations
  • You must have a qualifying chronic condition lasting longer than 3 months and have tried at least one conventional treatment
  • A consultation does not guarantee a prescription will be issued
  • No refund will be provided if you are deemed ineligible after assessment
  • You must not drive or operate heavy machinery while impaired by your medication
  • Scripts are valid for 6 months from the date of issue

6.3 Medical Certificates

Medical certificates are issued at the doctor's discretion based on your reported symptoms. Backdated certificates may be issued where clinically appropriate. The doctor may decline to issue a certificate if the request is not clinically justified.

6.4 Blood Tests & Referrals

Blood test requests and specialist referrals are issued at the doctor's discretion. Medio does not guarantee availability at your preferred pathology provider or specialist.

7. Health Questionnaire & Patient Information

7.1 You are required to complete a health questionnaire before your appointment. This questionnaire collects medical history, medications, allergies, and identity verification information (including Medicare details or photo ID).

7.2 The information you provide is used to prepare for your consultation and is shared with your treating doctor. It is stored securely in accordance with our Privacy Policy.

7.3 If you are invited to re-submit your questionnaire (e.g. following an eligibility review), your original responses are preserved for clinical records.

8. Medication Evaluation

8.1 Medical cannabis patients may be asked to complete a medication evaluation approximately 3 weeks after their appointment. This feedback helps your doctor optimise your treatment plan.

8.2 Completing the evaluation is voluntary but recommended. You may evaluate multiple medications and optionally book a follow-up consultation from the evaluation page.

9. Use of Platform & User Conduct

9.1 You agree to use the service lawfully, providing truthful information and not misusing the platform.

9.2 You must maintain confidentiality of any account credentials or access tokens and notify us of any unauthorised use.

10. Privacy & Data Security

Your personal and health information is handled in accordance with our Privacy Policy, which explains how we collect, use, store, and protect your data under the Australian Privacy Act 1988.

11. Intellectual Property

All content, trademarks, software, layout, and design of the Medio platform remain our property. You may only use materials for personal, non-commercial use.

12. Limitation of Liability

12.1 To the fullest extent permitted by Australian Consumer Law, Medio and its practitioners are not liable for any indirect, incidental, or consequential loss arising from use of the service.

12.2 Clinical information is provided on an “as is” basis. We do not guarantee that any specific outcome (e.g. prescriptions, certificates) will follow every consultation.

13. Changes to Terms

We may update these Terms from time to time. Material changes will be notified via email or on our website. Continued use after updates constitutes acceptance.

14. Governing Law

These Terms are governed by the laws of New South Wales, Australia. Any disputes will be subject to the exclusive jurisdiction of NSW courts.

15. Contact Us

For questions about these Terms or your consultation, contact us at:

Medio Australia Pty Ltd
Email: info@medio.com.au

16. Acknowledgment

By booking or attending a consultation through Medio, you acknowledge that you have read, understood, and agreed to these Terms in full.