Terms of Use.

1. Acceptance of Terms

By accessing or using the Alternative Balance website (alternativebalance.com.au) and services, you agree to be bound by these Terms and Conditions and all applicable laws and regulations. If you do not agree with any of these terms, you must not use our services. We reserve the right to update these terms at any time. Continued use of our services following any update constitutes your acceptance of the revised terms.

2. Service Description

Alternative Balance provides telehealth medical consultations connecting patients with AHPRA-registered practitioners. Our services facilitate consultations, clinical assessments, and ongoing care coordination, delivered entirely via telehealth (video or phone).

Alternative Balance is not an emergency service. If you are experiencing a medical emergency, call 000 immediately. Our services are not a substitute for emergency care or your regular treating physician.

3. Eligibility

To use our services, you must:

• Be at least 18 years of age
• Be a current Australian resident
• Provide accurate and truthful information regarding your identity, medical history, and current health status
• Have a genuine medical need that you discuss honestly with the consulting practitioner
• Not use our services on behalf of another person without their explicit consent and your lawful authority to do so

4. Booking and Cancellation

Appointments are booked through our website. By completing a booking, you agree to attend the scheduled consultation at the designated time. The following cancellation terms apply:

• Cancellations made at least 24 hours before the scheduled appointment time are eligible for a full refund
• Cancellations made less than 24 hours before the scheduled appointment, or failure to attend ("no-show"), will result in forfeiture of the consultation fee
• Alternative Balance reserves the right to reschedule or cancel appointments due to practitioner unavailability or other circumstances beyond our control. In such cases, a full refund or rescheduled appointment will be offered

These cancellation terms do not limit your rights under the Australian Consumer Law, including where services are not provided, not fit for purpose, or do not match their description.

5. Payment Terms

Consultation fees are as follows:

• Initial consultation: $79
• Follow-up consultation: $59

All fees are in Australian dollars (AUD) and are inclusive of GST where applicable. Payment is required at the time of booking. We accept payment via the methods displayed on our booking platform. Our consultations are private services and are not currently bulk-billed through Medicare.

6. Consultation Limitations

A prescription is not guaranteed. All treatment decisions are made at the discretion of the consulting practitioner based on your individual medical history and circumstances. Not all patients will be deemed suitable for treatment, and the consulting practitioner may decline to issue a prescription if, in their professional judgement, it is not clinically appropriate.

Our consultations are provided for the purpose of clinical assessment. If deemed medically appropriate, the consulting practitioner may recommend a personalised management plan. Not all consultations result in a prescription. Non-prescribing outcomes, including lifestyle advice, referral, monitoring, or no treatment, are equally valid outcomes. Our service does not replace the care of your regular general practitioner or specialist. You should continue all existing treatments and medications unless otherwise directed by a qualified healthcare professional.

7. User Responsibilities

When using our services, you agree to:

• Provide accurate, complete, and truthful information about your medical history, current medications, and health status
• Not use our services in a medical emergency (call 000 instead)
• Follow the advice and instructions provided by the consulting practitioner
• Not attempt to obtain prescriptions through misrepresentation or omission of material medical information
• Keep any account credentials secure and notify us immediately of any unauthorised access
• Use the information and services provided for your own personal health purposes only

8. Intellectual Property

All content on this website, including text, images, graphics, logos, and software, is the property of Alternative Balance or its licensors and is protected by Australian and international copyright and intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on this website without our prior written consent.

9. Limitation of Liability

To the maximum extent permitted by Australian law, Alternative Balance and its directors, employees, contractors, and affiliates are not liable for any direct, indirect, incidental, special, or consequential damages arising from your use of, or inability to use, our services. This includes, without limitation, any reliance on information provided on this website or during consultations.

Our total liability for any claim arising from or related to our services is limited to the amount you paid for the specific consultation giving rise to the claim. Nothing in these terms excludes or limits liability that cannot be excluded or limited under Australian Consumer Law.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

10. Indemnity

You agree to indemnify and hold harmless Alternative Balance against any claims arising directly from your deliberate provision of false or misleading information. This indemnity does not limit any right or remedy you may have under the Australian Consumer Law and does not apply to the extent that any claim arises from our own negligence or breach of duty.

11. Dispute Resolution

If a dispute arises between you and Alternative Balance in connection with these terms or our services, both parties agree to first attempt to resolve the dispute through direct negotiation in good faith. If the dispute cannot be resolved within thirty (30) days of written notice, either party may refer the matter to mediation before commencing any legal proceedings. The costs of mediation will be shared equally unless otherwise agreed.

12. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of Australia. Any disputes arising from these terms or your use of our services that cannot be resolved through mediation shall be subject to the jurisdiction of the courts of Western Australia. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

13. Severability

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision will be severed from these terms and the remaining provisions will continue in full force and effect.

14. Privacy Policy

Your use of our services is also governed by our Privacy Policy. By using our services, you acknowledge that you have read and understood our Privacy Policy.

15. Telehealth Services

Our services are delivered via telehealth (video consultation). By booking a consultation, you acknowledge that:

• A stable internet connection and a device with video and audio capability are required
• Telehealth consultations are not suitable for physical examinations
• You may be asked to verify your identity before or during the consultation
• Your consultation data is stored securely in accordance with our Privacy Policy

16. Contact Us

If you have any questions about these Terms and Conditions, please contact us at [email protected] or by phone on 0408 209 185.