What these terms cover
These Terms of Service form a legal agreement between you and Emintell Hub Pty Ltd (ABN 13 695 420 001, "Emintell Hub", "we", "us"). They cover your use of our website at https://emintellhub.cjco.dev, our patient portal, our consultations, and any related communications.
By creating an account, completing the assessment or booking a consultation, you confirm that you have read and agree to these terms, our Privacy Policy, and any other policies referenced in your patient portal.
Who can use this service
To use Emintell Hub, you must:
- Be at least 18 years of age
- Be physically located in Australia at the time of consultation
- Have a valid email address, mobile phone number and Medicare card or accepted form of identification
- Have access to a device with a working camera and microphone for video consultations
- Provide accurate and complete information about yourself
If you are under 18, please contact us to discuss whether and how we can support your care alongside a parent, guardian or paediatric clinician.
Online assessment
The online health assessment available on our website is a screening and intake tool only. It does not constitute medical advice, a diagnosis, or a practitioner-patient relationship. Completing the assessment does not guarantee a consultation, prescription, or any particular clinical outcome.
Your responses are reviewed by an AHPRA-registered clinician as part of the consultation process. The assessment is designed to help your clinician prepare for your appointment and does not replace a clinical consultation.
Scope of clinical care
Emintell Hub is a private telehealth service with a particular interest in women's health. Our clinicians are AHPRA-registered and provide care within their respective scopes of practice.
What we provide:
- Telehealth consultations via secure video
- Personalised care plans including medication where deemed medically appropriate, supplements, lifestyle guidance and referrals
- Pathology requests through accredited Australian laboratories
- Prescriptions for approved medications, where deemed medically appropriate, dispensed through an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws
- Ongoing care and secure messaging with your care team
What we do not provide:
- Emergency care, after-hours acute care or in-person physical examinations
- Procedures requiring physical attendance (e.g. IUD insertion, biopsies, surgery)
- Mental health crisis support or treatment of acute psychiatric conditions
- Workers' compensation or insurance medical examinations
If your situation is outside our scope, we will refer you to an appropriate service.
Telehealth limitations
Telehealth consultations have inherent limitations compared to in-person consultations. Your clinician cannot perform a physical examination via telehealth, and some conditions may require in-person assessment for accurate diagnosis or treatment.
Our clinicians will advise you if an in-person consultation, urgent care, GP review, specialist referral, further investigation, or alternative care pathway is more appropriate for your circumstances. The quality of your telehealth experience may also depend on your internet connection, device, and environment.
Emergencies & urgent care
If you are experiencing a mental health crisis, please contact Lifeline on 13 11 14, Beyond Blue on 1300 22 4636, or the Suicide Callback Service on 1300 659 467. These services are available 24 hours a day, 7 days a week.
Our secure messaging is monitored during business hours (Monday to Friday, 9:00am to 5:00pm AEST/AEDT, excluding Australian public holidays). Messages received outside these hours will be reviewed on the next business day.
Confidentiality & mandatory reporting
We take our duty of confidentiality seriously and will protect the privacy of your health information at all times. However, confidentiality is not absolute. Our clinicians are legally required to disclose information without your consent in limited circumstances, including:
- Where there is a serious and imminent risk of harm to you or another person
- Mandatory reporting of child protection concerns under applicable state child protection legislation
- Reporting obligations under the Health Practitioner Regulation National Law where a practitioner becomes aware of another practitioner posing a risk
- Compliance with court orders or other legal requirements
Where disclosure is required, we will limit it to the minimum information necessary and, where practicable, inform you that disclosure has occurred.
Prescriptions & pharmacy
A prescription may only be issued by an authorised prescriber following a real-time (video or telephone) consultation with you. The online assessment is intake only and is never a substitute for that consultation. The decision to prescribe, and what to prescribe, rests solely with the prescribing clinician (which may be a General Practitioner or Nurse Practitioner). Issuing a prescription is always a clinical judgement, never a guaranteed outcome of a consultation.
Where prescribed, your script can be:
- Dispensed through an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws, with delivery available where offered by that pharmacy
- Transferred to your local pharmacy of choice
- Sent electronically to any Australian pharmacy that accepts eScripts
We are not affiliated with any single pharmacy or pharmaceutical company, and you are free to fill your script wherever you prefer.
Where a prescription is for a compounded medicine, that medicine is prepared by a pharmacy for your individual clinical need. Compounded medicines are not registered or listed on the Australian Register of Therapeutic Goods. They are supplied only where clinically appropriate and are subject to standard pharmacy regulation. The supply of a compounded medicine is not a guaranteed outcome of a consultation, and compounded medicines are not advertised or promoted to the public.
Fees, payments & refunds
Current fees for consultations and ongoing care are displayed on our website and confirmed before each booking. Emintell Hub consultations are private and are not currently covered by Medicare. Some private health funds may offer rebates. Check with your provider.
Payment is required at the time of booking. We accept major credit and debit cards through a secure payment provider.
Refunds. If you cancel a consultation more than 24 hours before its scheduled time, you will receive a full refund. Cancellations made less than 24 hours before your scheduled appointment, and no-shows, incur a cancellation fee equal to 100% of the consultation fee. This fee is non-refundable. If you experience a technical issue that prevents your consultation from taking place, we will reschedule at no charge.
Membership plans. Where you are on a recurring membership, billing continues monthly until you cancel. There are no lock-in contracts; you can pause or cancel at any time through your portal.
Goods purchased through our online shop. Goods you buy through our online shop may be returned or refunded in line with the Australian Consumer Law consumer guarantees. Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description.
Nothing in these terms excludes your rights under Australian Consumer Law, including the right to a refund, repair or replacement where a consumer guarantee has not been met.
Your responsibilities
To get the most from our service, we ask that you:
- Provide accurate, complete and current information about your health, medications and history
- Tell us promptly about any side effects, new symptoms or changes in your situation
- Take medications as prescribed and complete recommended pathology
- Attend your video consultations from a private, secure location where you can speak openly
- Follow up on referrals to specialists, pathology or imaging when requested
- Treat our care team with respect. Abusive or threatening behaviour may result in termination of your account
Your account & access
You are responsible for keeping your portal password confidential and for any activity that occurs under your account. Tell us immediately if you suspect unauthorised access.
We may suspend or terminate your access if we reasonably believe you have breached these terms, provided false information, misused the service, or where we are required to by law.
Intellectual property
All content on Emintell Hub (including text, design, logos, images and clinical protocols) is the property of Emintell Hub Pty Ltd or its licensors and is protected by Australian and international copyright and trade mark law.
You may view and use our content for your personal, non-commercial use as a patient. You may not copy, reproduce, modify, distribute or publicly display our content without our prior written permission.
Your personal and health information remains yours. Our use of it is governed by our Privacy Policy.
Liability
We provide our service with the level of skill, care and diligence expected of an Australian telehealth clinic. To the maximum extent permitted by law, our total liability to you for any claim arising out of these terms is limited to the fees you paid for the relevant consultation or membership month.
Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability under Australian Consumer Law or for personal injury caused by negligence. Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law.
Where your care involves third parties such as pharmacies or accredited pathology providers, those providers remain responsible for their own services and professional obligations. Referring you to a third party does not transfer or exclude that provider's professional duties, and nothing in these Terms limits the consumer guarantees or the duty to take reasonable care that apply to them.
Our website and portal are provided on an "as available" basis. We aim for high availability but cannot guarantee uninterrupted access.
Cancellation & termination
You can cancel your account, pause your membership or stop using our service at any time through your portal or by emailing [email protected].
We may end our care relationship with you where it's no longer clinically appropriate to continue (for example, where in-person care is required), where you've materially breached these terms, or where required by law. We will give you reasonable notice and help you transfer your records to another provider where possible.
Clinical complaints
If you have a complaint about the clinical care you received, please contact us first so we can attempt to resolve it. We take all complaints seriously and will respond within 30 days.
If you are not satisfied with our response, you may lodge a complaint with:
- AHPRA (www.ahpra.gov.au) for concerns about practitioner conduct or clinical care
- The relevant state or territory Health Complaints Commissioner (for example, the Health Complaints Commissioner Victoria at hcc.vic.gov.au)
- The Office of the Australian Information Commissioner (www.oaic.gov.au) for privacy-related complaints
These external pathways are available to you independently of our internal complaints process.
Changes to these terms
We may update these terms from time to time. The current version is always available on this page, with the "last updated" date showing the most recent revision. Material changes will be notified to you by email or in your portal before they take effect. Continued use of the service after notification constitutes acceptance of the updated terms.
Governing law & contact
These terms are governed by the laws of the Commonwealth of Australia and the State of Victoria. The courts of Victoria, Australia, have jurisdiction over any disputes.
For questions about these terms, contact:
- Emintell Hub Pty Ltd (ABN 13 695 420 001)
- Australia-wide Telehealth
- [email protected]
- 0458 160 719