Last updated 9 November 2026

These terms are for clients who use Telimed to find and book allied health practitioners. Practitioners have their own Practitioner Terms.

1. In an emergency

Telimed is not an emergency service. If you or someone else is in danger, or you have symptoms such as severe chest pain, signs of a stroke, severe bleeding, difficulty breathing or loss of consciousness, call 000 now.

If you are in crisis or thinking about harming yourself, call Lifeline on 13 11 14 (24 hours) or 000.

Telimed consults are not a replacement for in-person or emergency care. If you are unsure whether a telehealth consult is right for you, speak with your GP.

2. About Telimed and our role

2.1 Telimed is run by K&L Ventures Pty Ltd ABN 87 671 372 339 (Telimed, we, us, our) through the website telimed.health (the Platform). In these terms, you means a client using the Platform, or a person authorised to act for a client.

2.2 Telimed is an online platform that connects clients with independent allied health practitioners for telehealth consultations. Practitioners on Telimed may include coaches, counsellors, dietitians, hypnotherapists, naturopaths, nutritionists, personal trainers, psychologists, speech pathologists and yoga teachers. The types available depend on who is on the Platform at the time.

2.3 Telimed is not a healthcare provider. We do not employ the practitioners, give health advice, or supervise consultations. Each practitioner is responsible for their own services, advice, qualifications and clinical decisions, and decides whether a consultation, treatment plan or recommendation is right for you.

2.4 We check practitioners' qualifications before they are listed, but we rely on the information they give us. If a practitioner gives us false information, we are not responsible for it, except as required by law.

2.5 Telimed does not offer GP or medical doctor consultations. We do not sell, prescribe or dispense medicines, supplements or tests. If a practitioner recommends a product, you buy it from a supplier of your choice.

2.6 By creating an account or booking through the Platform, you agree to these terms and our Privacy Policy.

3. Your account

3.1 To use Telimed you must:

• be at least 16 years old, and if you are 16 or 17, have your parent or guardian's consent;
• live in Australia; and
• be able to agree to these terms.

3.2 When you create an account or book a consult, you must give accurate and up-to-date information, including your name, date of birth, contact details and any health information a practitioner needs. Incomplete or wrong information may mean a practitioner can't help you safely.

3.3 You are responsible for keeping your password private and for everything done through your account. We send a one-time code to your email when you sign up and log in. If you think someone else has used your account, change your password and contact us straight away.

3.4 You can verify your mobile number in My Profile. We only send text messages to verified numbers.

4. Prices, the booking fee and payment

4.1 Each practitioner sets their own prices, which are shown on their profile. All prices are in Australian dollars.

4.2 Prices are shown as the total you pay. They include Telimed's booking fee of 5% of the practitioner's price, which applies to every consult, package, program and test, and any GST. The total is rounded to the nearest whole dollar, so the booking fee may be slightly more or less than 5%. Your receipt shows the practitioner's price and the booking fee separately. The booking fee is Telimed's charge for providing the Platform. It is the same however you pay and is not a card surcharge.

4.3 You pay in full when you book, through our payment provider, Stripe. By paying, you also agree to Stripe's terms. If your card issuer declines the payment, the booking won't be made.

4.4 Prices and the booking fee may change, but a change never affects a booking you have already paid for.

4.5 Telimed is not currently set up for Medicare or private health insurance claims. If you want to claim a consult, check with your practitioner and your insurer first. Any costs that aren't covered are your responsibility.

5. Cancelling, rescheduling and refunds

5.1 You can cancel or reschedule a consult from My Sessions in your dashboard.

We measure the 24 hours from the consult's start time. Late cancellations aren't refunded because your practitioner kept that time free for you and is still paid for it.

5.2 If your practitioner doesn't attend, or cancels your consult, you will get a full refund.

5.3 If we close your account or stop offering the Platform, we will refund any consults you have paid for that haven't happened yet.

5.4 Sessions booked from a package use up a session from that package. If you cancel a package session 24 hours or more before it starts, the session goes back into your package. If you cancel less than 24 hours before, the session is used up.

5.5 Courses, programs and other digital content you buy are available straight away in your dashboard, so they are not refundable for a change of mind. We recommend saving any downloads to your own device.

5.6 Nothing in these terms limits your rights under the Australian Consumer Law. You are entitled to a refund or other remedy where the law requires one, for example if a service or product has a major problem.

6. Consults, chat and keeping your care on Telimed

6.1 Consults take place by secure video through the Platform. Calls are not recorded by Telimed.

6.2 You can message your practitioner in the chat centre for a period before and after each consult. Treatment plans and notes your practitioner shares with you are kept in your dashboard. If you have new questions after that period, please book a follow-up.

6.3 Please keep chats, bookings and payments on Telimed. It keeps your payments protected and your notes in one place. For your protection:

• phone numbers, email addresses, website links and social handles can't be shared in chat, and messages containing them aren't sent; and
• if a practitioner asks you to book or pay outside Telimed, please let us know.

6.4 Our systems automatically scan chat messages only to detect shared contact details, such as phone numbers, emails, websites and social handles. A message containing them is held back, and we keep a copy of held-back messages so we can review repeated attempts. Scanning is automatic and isn't used for any other purpose. We don't otherwise read your messages, except where needed to investigate a report, keep people safe or comply with the law.

7. Emails and text messages

Messages about your bookings

7.1 When you have an account, we send you emails and text messages about your care on Telimed. These include booking confirmations and cancellations, reminders 24 hours and 1 hour before each consult, new chat messages, requests from your practitioner to move a consult, and recommendations from your practitioners.

7.2 Text messages only go to a mobile number you have verified in My Profile. If you don't verify your number, you'll still get emails but no texts.

7.3 These messages are part of using Telimed, so replying STOP won't turn them off. If you'd rather not get booking texts, email enquiries@telimed.health and we'll stop them, but you may then miss reminders. You'll still get the same information by email and in your dashboard.

Health tips and member offers (marketing)

7.4 If you agree, we also send you health tips, news and member offers by email and text. You can agree by ticking the box when you sign up, saying yes on your dashboard, turning on "Health tips and member offers" in My Profile, or joining our list through our website, for example to receive a welcome offer.

7.5 Agreeing is up to you. You don't have to agree to marketing to create an account, book or buy anything on Telimed. Some offers, such as our welcome offer, are only for people who join our list.

7.6 When you join, we'll send you a message to confirm. How often we send marketing messages varies, and we may send more or fewer from time to time. Marketing texts come from Telimed, or from a number or sender name we use for Telimed, which may change.

7.7 You can stop marketing messages at any time by:

• replying STOP to any marketing text, or using the unsubscribe link in it;
• using the unsubscribe link in any marketing email; or
• turning off "Health tips and member offers" in My Profile.

We'll confirm by text when you unsubscribe from texts, and we'll stop within 5 working days. Unsubscribing from marketing doesn't stop messages about your bookings. If you'd like marketing messages again later, just sign up again.

7.8 For help, reply HELP to any of our marketing texts, or email enquiries@telimed.health.

Your mobile number and costs

7.9 Your usual message and data rates apply. Questions about your phone plan are best answered by your mobile provider. We and mobile carriers aren't responsible for messages that are delayed or not delivered.

7.10 If you change your mobile number or give it to someone else, please update it in My Profile first, or reply STOP from the old number, so our messages don't go to someone else.

7.11 How we use your mobile number and who delivers our messages is explained in our Privacy Policy. We may change or end our text messaging program, or update this section, as set out in section 13.2.

8. Discounts and offers

8.1 From time to time we may offer discount codes, on our website, by email or on social media. Each offer will say what it applies to, who can use it and when it ends.

8.2 A discount code must be entered at checkout. It can't be used after it expires, swapped for cash, transferred to someone else or combined with another offer, unless the offer says otherwise.

8.3 We may refuse a discount if the offer's conditions aren't met or we suspect misuse. We may also change or end an offer, but this won't affect a booking you have already paid for.

9. Your information, reviews and privacy

9.1 Your health information, consult details, notes and chat messages are private. They are shared only with the practitioners you book with, and with Telimed only as needed to run the Platform, keep it safe and meet our legal obligations. How we collect, store and use your information is set out in our Privacy Policy, and we follow the Australian Privacy Principles.

9.2 If you leave a rating or review of a practitioner, you let us show it on the Platform. Please keep reviews honest and respectful. We may remove reviews that are false, offensive or break these terms.

9.3 We take reasonable steps to protect your information, but no system is completely secure. If a data breach is likely to cause you serious harm, we will tell you and act as required by law.

10. Using Telimed fairly

10.1 When you use Telimed, you agree not to:

• harass, threaten, abuse or discriminate against a practitioner or anyone else;
• give false information or pretend to be someone else;
• share anyone else's personal information without their consent;
• upload anything illegal, offensive or that you don't have the right to share;
• damage or interfere with the Platform, for example with viruses, bots or attempts to get around our security; or
• copy or reuse Telimed's content, design or code, except to save your own bookings and course materials for personal use.

10.2 Telimed, its logo and the Platform's content are owned by or licensed to us. Practitioners own the courses and materials they create.

11. Our responsibility and your consumer rights

11.1 Your consumer rights come first. Our services come with guarantees under the Australian Consumer Law that can't be excluded. Nothing in these terms limits those rights.

11.2 Apart from those rights, and as far as the law allows:

• the Platform is provided as it is, and we can't promise it will always be available, error-free or suitable for your needs;
• practitioners are independent and are solely responsible for the advice, treatment and services they provide and for what happens in a consult. Telimed is not responsible for these; and
• we are not liable for indirect losses, such as lost income or opportunity, connected with your use of the Platform.

11.3 Where our liability can be limited, it is limited to supplying the service again or refunding what you paid for it.

11.4 If you have a disagreement with a practitioner, we encourage you to raise it with them first. If that doesn't resolve it, contact us and we will try to help, although we can't always settle disputes between clients and practitioners.

12. Suspending or closing accounts

12.1 You can close your account at any time by contacting us. Please save any course materials first, as they may not be available afterwards.

12.2 We may suspend or close an account if someone breaks these terms, acts unsafely or unlawfully, or misuses the Platform. Where it's reasonable, we'll tell you why first and give you a chance to fix it.

12.3 If we close your account for a reason other than your breach of these terms, we'll refund consults you have paid for that haven't happened yet (see 5.3).

13. Complaints, changes and governing law

13.1 Complaints and questions: email us at enquiries@telimed.health. We aim to reply within 3 business days. If you're not satisfied with how we handle a complaint about a practitioner, you can also contact the health complaints body in your state, such as the Office of the Health Ombudsman in Queensland.

13.2 Changes to these terms: we may update these terms from time to time. We'll publish the new version on our website and, for significant changes, tell you by email or in your dashboard before they apply. If you keep using Telimed after a change takes effect, the new terms apply.

13.3 Governing law: these terms are governed by the laws of Queensland, Australia, and you and we agree to the courts of Queensland. This does not remove any right you have to bring a claim in your own state.