Terms of Service

Last updated: November 202616 sectionsAbout 17 min read

Please read and accept these Terms of Service (Terms).

You must accept these terms each time you receive services through the hubMed website. hubMed MAY VARY THESE TERMS AT ANY TIME and may suspend or terminate your access to the website and / or services provided by hubMed at any time, without notice to you.

1. Scope of Terms

1.1
These Terms set out the basis on which hubMed Pty Ltd ABN 98 681 757 415 (hubMed) makes available to you, through the Website:
1. a.
  the facilitation of telehealth consultations with hubMed Clinicians; and
2. b.
  where clinically appropriate and after a Telehealth Consultation with a hubMed Clinician:
  1. i.
    the ability to request a prescription;
  2. ii.
    the ability to request a referral for a pathology test;
  3. iii.
    the ability to request a specialist referral; and
  4. iv.
    the ability to request a medical certificate,
  5. v.
    the ability to request a treatment plan

(the Services).

1.2
These Terms apply each time you access the Services. If you wish to access the Services, you must agree to be bound by these Terms by clicking the "I accept" button.
1.3
You must accept these Terms each time you request a telehealth consultation with a hubMed Clinician (Telehealth Consultation).
1.4
Each time you receive Services will be a separate contract between you and hubMed. If you do not accept these Terms, you will not be able to access the Services. A failure to comply with these Terms may result in hubMed suspending or terminating your access to the Website and / or the Services.
1.5
From time to time, hubMed may review and update these Terms, including to take account of new laws, regulations, products, services or technology. Any variation to these Terms will take effect from the date of publication on the Website. The Terms which apply at the time you request a Telehealth Consultation are those that govern your access to the Services the subject of the Telehealth Consultation.

2. Emergencies

2.1
The Services through the Website are not suitable for emergency circumstances. If you are in an emergency situation or need urgent and immediate assistance please contact 000 or your local hospital emergency department.

3. Using the Website

3.1
The Services provided through the Website are only available to individuals who:
1. a.
  reside in Australia (ie. have a current Australian address);
2. b.
  access the Services within Australia; and
3. c.
  access the Services through the Website (including through a booking link provided by a partner pharmacy).
3.2
You must provide true, accurate and complete information when booking and using hubMed services; and must ensure that such information is current and up to date at all times. If any information you provide is inaccurate or incomplete, hubMed may not be able to provide the Services to you.
3.3
You are responsible for complying with these Terms and any other requirements necessary to access the Website and request a Telehealth Consultation.
3.4
You acknowledge that hubMed can terminate, suspend or block your access to the Website if hubMed believes you have breached these Terms or any other requirements necessary to access the Website. Without limiting the foregoing, hubMed reserves the right, in its sole discretion, to do any of the following without notice to you:
1. a.
  suspend or block your access to the Website;
2. b.
  limit or prohibit you from using the Website; or
3. c.
  refuse to provide or supply you with any good or service offered by, or on behalf of, hubMed.
3.5
The Services are available for patients of all ages. If the patient is under 18 years of age, a parent or legal guardian must make the booking, accept these Terms on the patient's behalf and provide the information required. A hubMed Clinician may require a parent or legal guardian to be present, or decline to treat a patient under 18, where they consider it clinically appropriate or required by law.

4. Services

4.1
When obtaining Services through the Website, you must provide honest, accurate and complete information and not omit any information that is relevant to the Services you are obtaining. If you do not provide honest and accurate information or omit any information that is relevant to the Services you are obtaining, you may not be able to receive the full benefit of those Services.
4.2
Subject to your compliance with these Terms, you may request a Telehealth Consultation using the Website at any time.
4.3
Notwithstanding clause 4.2, hubMed Clinicians are only available during the hours advertised on the website (as updated from time to time). You may not be able to consult with a hubMed Clinician outside of these times.
4.4
Telehealth Consultations are provided by video or phone, as set out when you book. A hubMed Clinician may require a further or different type of consultation where they consider it clinically appropriate.
4.5
hubMed Clinicians are independent health practitioners registered with the Australian Health Practitioner Regulation Agency (AHPRA). They exercise their own clinical judgement and provide care in line with current clinical guidelines, recommendations and their professional obligations. hubMed does not direct the clinical decisions or advice of any hubMed Clinician, but supports an environment that enables clinicians to practise to those standards. Each hubMed Clinician is responsible for the clinical services they provide to you, including compliance with standards of care, record keeping and privacy obligations.
4.6
hubMed does not guarantee that a Telehealth Consultation is the appropriate course of treatment for your particular healthcare condition. The hubMed Clinician that you consult with will be responsible for determining:
1. a.
  whether or not a Telehealth Consultation is appropriate for you;
2. b.
  whether or not to provide the medical and/or health services you request; and
3. c.
  what health services (if any) are required.
4.7
You should contact your regular doctor immediately if your medical condition changes or your symptoms worsen. If you require urgent care, you should contact your local emergency services immediately. You agree that, if you suffer from any noticeable side-effects from any medication or treatment you receive, you will either consult your regular doctor or contact us to facilitate a further consultation with a hubMed Clinician.
4.8
You agree you will not record phone consultations unless you receive explicit written consent from the hubMed Clinician prior to commencing any such recording.
4.9
hubMed does not guarantee that you will be able to consult with a particular hubMed Clinician, or that you will not receive a consultation with a particular hubMed Clinician.
4.10
You acknowledge that a hubMed Clinician may, in their clinical judgement, decline to prescribe medication, issue a repeat prescription or provide any other service or referral you request. Any such decision is not, of itself, grounds for a refund.
4.11
Without limiting clause 4.10, you acknowledge that:
1. a.
  prescribing is at the clinical discretion of the consulting hubMed Clinician, who will consider your circumstances, the relevant clinical guidelines and the law;
2. b.
  some medicines, including certain controlled medicines (such as Schedule 8 medicines) and medicinal cannabis, are subject to additional legal requirements, assessment or authorisation before they can be prescribed, and may not be available through every hubMed service or in every state or territory; and
3. c.
  hubMed Clinicians do not provide backdated medical certificates.

5. Collection and Delivery of Medication

5.1
hubMed is not a pharmacy and does not dispense any medication.
5.2
hubMed and/or a Pharmacy may contact the hubMed Clinician who issued your prescription in relation to that prescription.
5.3
If you are prescribed a medication by a hubMed Clinician following a Telehealth Consultation, depending on your circumstances, you may:
1. a.
  have an electronic prescription sent directly to you by email and / or SMS; or
2. b.
  have an electronic copy of your paper prescription sent to a Pharmacy.
5.4
If you have an electronic prescription sent directly to you by email and / or SMS, you may attend a pharmacy of your choice to collect the medication that has been prescribed to you. hubMed will not be involved, in any way, with the collection by you of such medication.
5.5
If you have an electronic copy of your paper prescription sent to a Pharmacy, depending on availability and your circumstances, you may attend that Pharmacy to collect the prescribed medication. hubMed will not be involved, in any way, with the collection by you of such medication.
5.6
If you were referred to hubMed by a partner pharmacy, website or other service, then with your consent your prescription may be sent back to that party. You reserve the right to ask for your prescription to be sent directly to you instead, and you can do this by telling your hubMed Clinician or contacting hubMed at hello@hubmed.com.au.
5.7
You acknowledge that a pharmacy may, in its absolute discretion, reject your prescription and refuse to dispense medication to you for any reason. You acknowledge that hubMed is not, in any way, involved in or responsible for the decision to dispense medication to you.

6. Usage of Medication

6.1
If a hubMed Clinician prescribes any medication, you must carefully read all information provided to you in relation to that medication (including information provided on the product packaging, patient information supplied with the medication, online material provided through the Website (including by a hubMed Clinician or a Pharmacy) and the manufacturer’s consumer medical information leaflet).
6.2
You must follow any advice provided to you by a hubMed Clinician you consult with and/or Pharmacy in relation to taking any medication prescribed to you.
6.3
If you experience any serious side effects from any medication, you should seek emergency medical care immediately.

7. Price and Payment

7.1
All charges and prices as shown listed are in Australian Dollars and are inclusive of GST (if applicable).
7.2
The amount payable by you for each Service will be notified to you at the time you request a Telehealth Consultation. You should consider all applicable costs before finalising your request for a Telehealth Consultation.
7.3
Payment may be made online by credit card, debit card or through a PayPal account. You are required to provide payment details at the time you request a Telehealth Consultation.
7.4
By finalising a request for a Telehealth Consultation, you authorise hubMed to run an authorisation check to confirm the validity of your payment details and availability of funds to pay for the Services you have requested. This check does not result in any charge to you. If your payment details do not pass the authorisation check, you may be contacted by hubMed to confirm your payment details. If no authorised payment details have been provided, you may not be able to finalise your Telehealth Consultation.
7.5
hubMed will only arrange for funds to be debited against your nominated account as authorised in these Terms.
7.6
Following completion of your Telehealth Consultation, the relevant hubMed Clinician will instruct hubMed to charge you for the Services received. You hereby authorise hubMed to charge the cost of any Service against your nominated account.
7.7
If you cancel your Telehealth Consultation at least 24 hours before it commences, you will not be charged for the Telehealth Consultation.
7.8
If you do not show up for your appointment; you will be charged the full fee.
7.9
For each successful payment, hubMed will send you a receipt confirming payment to the email address you have provided.
7.10
hubMed may, in its sole discretion, vary the fees and payment terms applying to the Services at any time. Any change to the fees or payment terms applying to the Services will be immediately effective upon the publication of that change on the Website and will apply to the Services requested by you following that change. If you have booked or paid for Services prior to a change in fees or payment terms being published on the Website, but have not received the Services prior to that change taking effect, you will not be charged more for the applicable Services at the time you receive such Services.
7.11
Services provided by a hubMed Clinician through the Website may be covered under Medicare Australia. If you are eligible, the hubMed partner provider will process this rebate on your behalf. From time to time, some services may be bulk-billed. The full cost of your appointment will be accessible to you prior to any telehealth consultation.
7.12
If you are eligible to claim private health insurance benefits for any Services you receive, you are responsible for submitting the paid invoice to your insurer to claim any eligible benefits.
7.13
You are solely responsible for maintaining the accuracy of your details, including your private health insurance details and any bank account or credit card details to which you would like to receive payments. hubMed disclaims any and all liability for claims or payments which cannot be processed due to incorrect information provided by you.

8. Refunds

8.1
Refunds for Telehealth Consultations are provided at sole discretion of hubMed and hubMed Clinicians.
8.2
Subject to rights that cannot be waived under Australian Consumer Law, the cost of any medication that you choose to have dispensed to you through the Website can only be refunded when there is a product or pricing error identified (and only to the extent that the error has caused you to be charged more than you ought to have been charged).
8.3
Refunds can only be made back to the payment method or credit card used for the original charge. Refunds may take up to five working days to be processed and appear in your card statement.

9. Availability

9.1
hubMed permits you to choose the hubMed Clinician who provides your Telehealth Consultation.
9.2
It is possible that the Services and / or hubMed Clinicians available through the Website at any given time may not be suitable for your needs. In that circumstance, hubMed will seek to facilitate that the assessing hubMed Clinician help you select a suitable practitioner and / or refer you to an appropriate third party.
9.3
If hubMed is delayed or hindered in or prevented from performing any of its obligations under these Terms by reason of any event or circumstance beyond its reasonable control, hubMed will have no liability to you in respect of such non-performance and the time for performing the same will be extended until the event or circumstance has ceased.

10. Privacy

10.1
Your personal (including sensitive and health) information will be collected by hubMed, including if you request a Service, undertake a Telehealth Consultation or otherwise access the Services, or contact hubMed on or via the Website. hubMed's Privacy Policy, which can be accessed at www.hubmed.com.au/privacy-policy/, explains how hubMed generally handles your personal (including sensitive and health) information. The Privacy Policy also includes information about how you can:
1. a.
  seek to access and/or correct your personal information hubMed holds about you; and
2. b.
  submit a privacy query or complaint to hubMed and how hubMed will deal with your complaint.
10.2
By using the Website, you agree that hubMed can use your personal (including sensitive and health) information in accordance with its Privacy Policy.

11. Limitation of Liability

11.1
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law, or any other applicable law, that cannot be excluded, restricted or modified by agreement.
11.2
To the greatest extent permitted by law, hubMed will not be liable to you for any direct or indirect lost profit, loss of opportunity, incidental, consequential or special damages, howsoever the loss is caused and regardless of whether it was foreseeable or not.
11.3
To the greatest extent permitted by law, hubMed makes no representations or warranties, express or implied, with respect to:
1. a.
  the merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights of the Website or any medical or health related matter;
2. b.
  any treatment, information or advice provided by a hubMed Clinician; or
3. c.
  the Website being available without interruption, error-free or free from viruses or other things that may interfere with the normal operations of your system.
11.4
hubMed Clinicians are independent practitioners who exercise their own clinical judgement. hubMed does not direct or control the clinical decisions or advice of any hubMed Clinician and, to the extent permitted by law, is not liable for the clinical judgement, decisions, advice or treatment of a hubMed Clinician. hubMed remains responsible for the services it provides, including the Website, booking and payment systems and the support it provides to clinicians.
11.5
hubMed will not be liable for any loss or damage resulting from the transmission of data as may occur during your use of the Website.
11.6
To the extent permitted by law, hubMed will not be liable for any loss, damage, expense or claim arising from the independent clinical decisions or advice of a hubMed Clinician, or from the independent acts or omissions of a Pharmacy, except to the extent caused by hubMed's own negligence or breach of these Terms.
11.7
Neither hubMed nor any hubMed Clinician is responsible for loss or damage arising due to you failing to provide true or fully complete information or failing to comply with any of your obligations under these Terms.
11.8
hubMed will not be liable for any loss or damage which arises from your failure to inform any other healthcare provider about treatment you receive from a hubMed Clinician through the Website.

12. Offers

12.1
Certain offers made by hubMed are subject to additional terms (as specified in the offer). You should read these terms carefully as time periods and the availability will often be limited.
12.2
Where hubMed offers a promotion, that promotion is provided by hubMed Pty Ltd ABN 98 681 757 415 and is subject to the terms and conditions contained in this clause 12.
12.3
If you want the benefit of the promotion, you will need to use the code specified in the promotion. Use of this code constitutes your acceptance of these terms and conditions.
12.4
Your ability to use the benefit of the promotion expires on the date specified in the promotion and if no date is specified, on the second anniversary of the date on which the promotion was first published.
12.5
The promotion can only be redeemed through the Website.
12.6
The promotion must not be copied or redistributed in any way.

13. GST

13.1
In this clause 13:
1. a.
  terms or expressions which have a defined meaning in the A New Tax System (Goods and Services Tax) Act 1999 (Cth)(GST Act) have the same meaning as in the GST Act; and
2. b.
  any reference to a party includes the representative member of a GST group of which that party is a member.
13.2
Unless otherwise expressly stated, all consideration to be paid or provided under these Terms is expressed inclusive of GST.
13.3
If GST is payable on any supply made under these Terms, the recipient must pay to the supplier an additional amount (GST Amount) equal to the GST payable on that supply at the same time as the consideration for the supply is to be paid or provided.
13.4
Clause 13.3 does not apply to the extent that:
1. a.
  the consideration for the supply is stated to include GST; or
2. b.
  GST on the supply is reverse charged and payable by the recipient.
13.5
The recipient need not pay the GST Amount until it has received a tax invoice or adjustment note, as the case may be.
13.6
If an adjustment event arises in relation to a supply made under these Terms, the GST Amount must be adjusted to reflect that adjustment event. A corresponding payment must be made by the supplier to the recipient or by the recipient to the supplier, as the case may be.
13.7
If these Terms require an amount to be calculated by reference to another amount (Reference Amount) that will be:
1. a.
  received for a taxable supply; or
2. b.
  paid for a creditable acquisition,

then the Reference Amount must be reduced so as to exclude any part of the Reference Amount paid or received on account of GST, as the case may be.

13.8
If these Terms require a party to reimburse or indemnify another party for a cost or expense, the amount of the cost or expense must be reduced by an amount equal to any input tax credit to which the party being reimbursed or indemnified is entitled for that cost or expense.

14. Complaints

14.1
If you believe you have been incorrectly charged for a Service, or you have any other concern or complaint relating to the Services, please contact hubMed at hello@hubmed.com.au.
14.2
hubMed will seek to respond to your concern or complaint as soon as it is able, and will endeavour to resolve such concern or complaint with you.

15. General

15.1
These Terms are governed by and must be construed in accordance with the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia and the Commonwealth of Australia in respect of all matters arising out of or relating to these Terms, its performance or subject matter.
15.2
These Terms, and any provision of these Terms, are not to be construed to the disadvantage of a party because that party was responsible for their preparation.
15.3
Headings in these Terms are intended for convenience of reference only. Forms of words will be construed to include singular or plural, and any gender, masculine, feminine, or neutral, as the context requires, and "including" means "including but not limited to". Reference to a person includes an individual, corporation, trust or statutory body.
15.4
Nothing in these Terms will be construed as creating a relationship of partnership, of principal and agent or of trustee and beneficiary between you and hubMed.
15.5
Any provision of these Terms (or any part thereof) which is invalid in any jurisdiction must, in relation to that jurisdiction:
1. a.
  be read down to the minimum extent necessary to achieve its validity, if applicable; and
2. b.
  be severed from these Terms in any other case,

without invalidating or affecting the remaining provisions of these Terms or the validity of that provision in any other jurisdiction.

16. Definitions

Australian Consumer Lawmeans the Australian Consumer Law as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

hubMedmeans hubMed Pty Ltd ABN 98 681 757 415.

hubMed Cliniciansmeans health practitioners registered with the Australian Health Practitioner Regulation Agency (AHPRA), including nurse practitioners and doctors, who provide Services through the Website.

Pharmacymeans a pharmacy that dispenses medication prescribed to you, including a hubMed partner pharmacy.

Websitemeans the website accessible at www.hubmed.com.au and any hubMed booking page, booking link or booking widget, including those made available through partner pharmacies.

Serviceshas the meaning given to that term in clause 1.1.

Telehealth Consultationhas the meaning given to that term in clause 1.3.

Terms means these Terms of Service.

Youor you means the individual accessing the Services through the Website or, for a patient under 18 years of age, the parent or legal guardian acting on the patient's behalf.

Last update: November 2026

Questions about these terms?

Our team can help with bookings, payments and anything in these terms.

Email hello@hubmed.com.au