Terms & Conditions

Last updated: August 2026

1. Disclaimers

Ignova Health Pty Ltd's telehealth service enables you to access personalised, professional healthcare assessments and consultations with Australian-registered medical practitioners (Services).

If you are experiencing a medical emergency, are uncertain about the seriousness of your condition, or require urgent medical attention, do not use this Service. Please contact your local GP or call 000 immediately.

Our role is limited to facilitating your access to qualified medical practitioners. Each practitioner provides care based on their independent clinical judgement and professional assessment of your suitability for treatment. We do not guarantee the outcome of any consultation or the availability, suitability, or effectiveness of treatments prescribed by independent medical practitioners.

Prices for our Services may change without notice and may vary for after-hours or weekend consultations.

2. Key Disclosures

Before accepting these Terms, please note the following key points:

1. Your personal information will be managed in accordance with our Privacy Policy, available at https://ignova.com.au/privacy-policy/.
2. Subject to your rights under the Australian Consumer Law (ACL):
   • Our total liability for any claim in connection with these Terms will be limited to the total Fees paid by you for the relevant Service.
   • We are not responsible for:
     • errors or omissions resulting from incomplete or incorrect information provided by you or third-party medical providers;
     • delays or failures caused by circumstances beyond our control; or
     • indirect or consequential losses.
3. Nothing in these Terms limits your rights under Australian Consumer Law.

3. Acceptance

By using our Platform, submitting a consultation form, or making payment, you agree to these Terms.

These Terms remain in effect until your booked Services are completed.

4. Description of Services

Ignova provides clinician-led telehealth consultations for selected health concerns and treatment pathways offered through the platform, including weight management, sports injury and recovery, chronic conditions, hormone health, longevity, and related care pathways advertised on our website.

Our Services may include:

• Initial or follow-up telehealth consultations with a medical practitioner
• Clinical consultations where prescribing decisions are made by the treating practitioner based on individual assessment
• Ongoing clinical reviews to assess treatment suitability and care options
• Coordination with appropriate pharmacy providers where medication is prescribed

Where peptide-related treatments are considered, prescribing decisions are made by the treating clinician based on individual clinical assessment, available evidence, patient circumstances, and applicable regulatory requirements. Not all patients are suitable for peptide-related treatment. Treatment is not guaranteed.

We will use reasonable efforts to provide Services within estimated timeframes; however, timeframes are indicative only.

5. Third-Party Providers

Our Platform relies on third-party systems (e.g., IT or payment providers).

You must comply with their terms of use. We are not responsible for disruptions, errors, or losses arising from their systems.

This clause survives termination of these Terms.

6. Third-Party Medical Providers

If you are referred to another medical practitioner or specialist:

• You are responsible for arranging your own appointment;
• You must comply with any terms and instructions provided by that provider;
• We are not liable for their professional conduct, advice, or outcomes.

7. Consultations and Limitations

Consultations may be booked online. We may need to reschedule your appointment due to unforeseen circumstances, and will notify you promptly.

Consultations do not cover:

• Back-dated or Centrelink medical certificates
• Certificates for bail hearings or fitness to work/travel
• Patients under six months old
• Chest or abdominal pain
• Workers' compensation or insurance claims
• Emergency or after-hours urgent care

8. Cancellations and Refunds

• Scheduled Consultations: Must be cancelled at least 24 hours in advance by email. Late cancellations or missed appointments will incur the full fee.
• On-Demand Consultations: Can be cancelled before the consultation begins; no refund once started.
• Same-Day Certificates: May only be cancelled before the doctor reviews the request.
• Clinic-Initiated Cancellations: If cancelled due to practitioner unavailability or technical issues, a full refund will be provided.
• Behavioural Misconduct: Abusive or inappropriate conduct may result in immediate termination of the consultation without refund.

9. Referrals

Referrals may be issued only if deemed clinically appropriate. Complex referrals requiring detailed history may not be provided.

We do not guarantee that a referral will be provided after your consultation.

10. Medical Records

We maintain your medical records in compliance with Australian privacy and health record laws.

Medical records are maintained by the clinic in accordance with applicable healthcare, privacy, and record-keeping requirements. Patients may request access as permitted by law. Records can also be transferred to your nominated healthcare provider upon request.

Repeat prescribing and treatment continuation are subject to clinical review and the treating practitioner’s independent judgement. Renewals are not automatic and medication continuation is not guaranteed.

Where medication is prescribed, relevant information may be shared with appropriate pharmacy providers to facilitate dispensing and supply.

11. Payments

• Payment is required at booking via our secure third-party processor (e.g., Stripe).
• We do not store credit card details.
• Fees are non-refundable except as outlined above or under Consumer Law.
• We cannot guarantee specific outcomes such as prescriptions, referrals, or certificates.

12. Prescriptions

• Only a doctor can determine whether medication is appropriate.
• If a doctor declines to prescribe a requested medication, no refund applies.
• E-scripts are typically sent within one hour but may be delayed by incomplete or incorrect personal details.
• Each consultation covers one medication unless otherwise agreed.
• Schedule 8 (controlled) medications are generally not prescribed via telehealth.

13. Medicare and Private Health Rebates

Consultations are privately billed. Medicare and private health insurance rebates are not currently available for Ignova telehealth consultations unless a clinician advises otherwise for a specific item.

14. Your Responsibilities

You agree to:

• Provide complete and accurate information;
• Follow all medical and administrative instructions;
• Use the Service only for yourself; and
• Not share or resell access to our Platform.

19. Confidentiality

Both parties must protect confidential information from unauthorised disclosure, except where disclosure is required by law or consented to in writing.

This obligation continues after these Terms end.

20. Consumer Law Rights

Nothing in these Terms limits your statutory rights under Australian Consumer Law.

Where permitted by law, all warranties and guarantees are excluded, and our liability is limited to the Fees paid for the relevant Service.

21. Limitation of Liability

To the maximum extent permitted by law:

• We are not liable for indirect, consequential, or special loss.
• Our total liability is limited to the amount you paid for the relevant Service.
• We are not responsible for errors resulting from incorrect information provided by you or third-party providers.

22. General Provisions

• Amendments: We may update these Terms with notice. Continued use constitutes acceptance.
• Disputes: Parties must first attempt informal resolution, followed by mediation if unresolved.
• Force Majeure: We are not liable for delays caused by events beyond our control.
• Governing Law: These Terms are governed by the laws of Queensland, Australia.
• Notices: May be issued via email.
• Relationship: Use of the Platform does not create an employment or partnership relationship.

23. Bulk-Billed After-Hours Consultations

Available only for urgent medical concerns outside standard hours.

Not suitable for:

• Routine consultations
• Repeat prescriptions
• Simple colds, minor symptoms, or non-urgent paperwork

Bulk-billed through Medicare for eligible patients.

By booking, you confirm that you understand the service is for urgent care only.