Menopause & Me – Terms and Conditions of Service
By booking or attending an appointment you consent to us managing your information as described in the full policy below.
By booking or attending an appointment with Menopause & Me (ABN 50630914671), you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
1. Privacy, Confidentiality and Information Handling
1.1 Your personal and health information is protected under the Privacy Act 1988 (Cth), the Australian Privacy Principles, the My Health Records Act 2012 (Cth), and applicable State/Territory health records legislation.
1.2 You consent to the collection, use, storage, and disclosure of your personal and health information for the following purposes:
- Providing safe and effective healthcare
- Billing, Medicare claiming, and compliance with Services Australia
- Referral to and communication with other treating practitioners
- Diagnostic investigations and clinical follow-up
- Quality assurance, clinical audit, research, and practitioner education (de-identified unless you give separate consent)
- Legal and regulatory compliance (including mandatory reporting – see clause 12)
- Appointment reminders and clinical correspondence
1.3 You consent to being contacted by telephone, SMS, or email for clinical, administrative, or practice-update purposes.
1.4 We use secure Australian-based or approved overseas platforms (including Halaxy health software, encrypted telehealth platforms, and My Health Record where clinically appropriate).
1.5 You may access or request correction of your health information at any time in accordance with Australian privacy law. Health records are retained for at least 7 years (or until age 25 if you are under 18 when last seen) and then securely destroyed or de-identified.
2. Use of Artificial Intelligence (AI) Tools
2.1 We may use AI-assisted real-time transcription/scribing tools (e.g., Heidi Health, Nabla, or similar) to help create accurate clinical notes.
2.2 Audio is temporarily processed by the third-party provider, transmitted securely, and automatically deleted after transcription. Some providers may process data outside Australia (privacy policy available on request).
2.3 These tools do not make clinical decisions. Your clinician remains fully responsible for all documentation, diagnosis, and treatment.
2.4 By proceeding, you consent to the use and temporary recording of your consultation for this purpose. You may withdraw consent at any time by notifying us in writing; however, this may require an in-person consultation.
3. Telehealth Consultations
3.1 Telehealth services comply with Medical Board of Australia and Medicare telehealth guidelines.
3.2 You must be in a private, quiet, well-lit location in Australia with reliable internet or phone reception.
3.3 You are responsible for providing complete and accurate information.
3.4 The clinician may end or convert a telehealth consultation to in-person if it is clinically unsafe or inappropriate to continue remotely.
4. Fees, Billing and Medicare
4.1 Fees are based on actual consultation duration (recorded in our clinical software):
- ≤ 25 minutes: $90
- 25 minutes and ≤ 60 minutes: $140
- Scheduled 60-minute initial/complex consultation: $178.60
4.2 Medicare rebates (as at 19 November 2025) are applied according to actual duration. Current standard rebates:
- < 6 min: $12.40 | 6–20 min: $27.05 | 20–40 min: $51.25 | 40–60 min: $75.60 | ≥ 60 min (video only): $114.20
4.3 Out-of-pocket gap = Clinic fee + payment processing fee – Medicare rebate.
4.4 We will inform you of the likely fee before or at the start of your consultation. Longer-than-expected consultations may incur a higher fee and a proportionally higher rebate.
4.5 Full payment (or a booking deposit) is required at the time of booking. Deposits/payments are non-refundable except where required by Australian Consumer Law.
4.6 You authorise us to submit Medicare claims on your behalf.
4.7 No Medicare rebate is payable for non-attendance or late cancellation (< 24 hours). The full consultation fee applies.
5. Cancellations, Late Arrivals and Non-Attendance
5.1 At least 24 hours’ notice is required to cancel or reschedule without charge.
5.2 Late cancellation or non-attendance incurs a fee of up to the full consultation cost. This fee is not Medicare-rebatable.
5.3 Repeated non-attendance or late cancellation (three or more occasions) may result in discharge from the practice.
6. Clinical Care and Limits of Service
6.1 All care is provided at the clinician’s professional discretion and within their scope of practice.
6.2 We reserve the right to refuse, delay, or cease care if:
- It is clinically inappropriate or unsafe
- Required information is withheld
- Behaviour toward staff or practitioners is abusive, discriminatory, or unsafe
- Attendance is irregular and compromises safe care
- The requested service is outside our scope (e.g., complex oncology, fertility treatment, or prescribing of certain scheduled medicines)
6.3 Treatment outcomes cannot be guaranteed. Optimal results require your active participation and adherence to advice.
7. Prescriptions and Reports
7.1 Repeat prescriptions, referrals, or medical certificates will not be provided outside a consultation unless the clinician deems it clinically safe and appropriate.
7.2 Reports, results, or referrals may be withheld until outstanding accounts are paid.
8. My Health Record
8.1 Where clinically beneficial, we may access or upload documents to your My Health Record.
8.2 You may opt out or set privacy controls at any time by notifying us in writing or via the My Health Record portal.
9. Complaints and Feedback
9.1 We welcome feedback and take complaints seriously. Please initially discuss any concerns with your clinician or our practice manager (hello@menopauseandme.com.au).
9.2 You may also contact the Health Complaints Commissioner in your State/Territory or the Australian Health Practitioner Regulation Agency (AHPRA).
10. Limitation of Liability
10.1 Services are provided with due care and skill. However, to the maximum extent permitted by law, we exclude all liability for indirect or consequential loss.
10.2 Our liability is limited (at our election) to re-supplying the services or payment of the cost of having the services re-supplied.
11. Governing Law
These Terms are governed by the laws of New South Wales and the Commonwealth of Australia.
12. Mandatory Reporting and Legal Obligations
We may be required by law to disclose information without your consent in circumstances including (but not limited to):
- Imminent risk of serious harm to you or others
- Child safety concerns
- Notifiable diseases
- Court orders or statutory reporting obligations
13. Acceptance of These Terms
By proceeding with your booking or attendance, you confirm that you:
- Have read and accept these Terms and Conditions
- Give the consents outlined above
- Accept responsibility for fees and cancellation policies
- Understand Medicare rebate eligibility rules
14. Further information
Further information regarding this policy can be obtained from Menopause & Me. Email: hello@menopauseandme.com.au
15. Changes to this policy
This policy is reviewed regularly and updated on our website. The current version is always at https://menopauseandme.com.au/terms-and-conditions-policy/
Thank you for trusting us with your care. Menopause & Me – November 2025