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Terms of Service

Last updated: 26 March 2026

Acceptance of Terms

By accessing or using the Keevo website or any services provided by Aspyr Healthcare Pty Ltd (ABN 35 694 164 728), you agree to be bound by these Terms of Service. If you do not agree, you must not access or use our services.

These terms form a legally binding agreement between you and Aspyr Healthcare Pty Ltd. We may update these terms at any time. Continued use of our services following any change constitutes acceptance of the revised terms.

Description of Services

Keevo provides telehealth and online consultation services, connecting patients with qualified, AHPRA-registered healthcare practitioners across Australia. Our services include, but are not limited to, medically guided weight management, metabolic health, and other clinical areas. Where clinically appropriate and lawful, practitioners may prescribe compounded medicines prepared by registered Australian pharmacies under applicable regulatory requirements.

Services are delivered via secure video consultation and are available to eligible patients Australia-wide. Keevo is not a hospital or emergency service. If you are experiencing a medical emergency, call 000 immediately or attend your nearest emergency department.

Eligibility

To access our services, you must:

  • Be at least 18 years of age
  • Be a current resident of Australia
  • Provide accurate, complete, and up-to-date personal and health information
  • Have access to a reliable internet connection for telehealth consultations
  • Not misrepresent your identity or medical history at any time

We may refuse or discontinue services to any person who does not meet these requirements or who provides false or misleading information.

Account Responsibilities

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us immediately of any unauthorised use.

You must ensure all information provided during registration and throughout your use of our services is accurate and current. Providing inaccurate health information may affect the quality and safety of your care.

Telehealth Services

All clinical consultations are conducted via secure video call. Telehealth will only be used where the practitioner considers it clinically appropriate and safe for the patient's circumstances. By using our telehealth services, you acknowledge and agree to the following:

  • Identity verification: you may be required to provide valid government-issued photo identification before or during your consultation to verify your identity. This is a requirement for safe clinical practice and prescribing.
  • Data storage: your personal and health information, including clinical records and consultation notes, is stored on secure servers that may be located in Australia or overseas (including the United States and Europe). Where we disclose personal information to overseas service providers, we take reasonable steps to ensure those recipients handle the information in accordance with the Australian Privacy Principles.
  • Platform limitations: telehealth consultations have inherent limitations compared to in-person care. These include the inability to perform physical examinations, reliance on patient-reported symptoms, and potential technical issues such as internet connectivity or audio and video quality. Your practitioner will advise you if your condition requires an in-person consultation or diagnostic testing that cannot be facilitated via telehealth.

For more information about how we collect, use, disclose and store personal and health information, please refer to our Privacy Policy.

Consultations and Medical Advice

All consultations are conducted by AHPRA-registered medical practitioners who exercise independent clinical judgement. Treatment decisions are made at the sole discretion of the treating practitioner, based on the information you provide and their clinical assessment.

Telehealth consultations are not a substitute for emergency medical care. If you believe you are experiencing a life-threatening condition, call 000 or attend your nearest emergency department immediately.

Practitioners may, at their discretion, decline to provide treatment or refer you to another healthcare provider if they determine that telehealth is not appropriate for your condition. Not all conditions are suitable for telehealth management.

Prescriptions and Medications

Where clinically appropriate, practitioners may issue prescriptions as part of your treatment plan. All prescriptions are issued at the discretion of the treating practitioner and in accordance with applicable Australian laws and regulations.

Prescribed medications are dispensed and delivered by registered Australian pharmacies. Keevo does not directly dispense medications. Delivery timeframes are subject to pharmacy processing and postal service schedules.

You must follow all instructions provided with your medication and report any adverse effects to your practitioner promptly. You must not share, sell, or redistribute any medications prescribed through our services.

Prescriptions are only issued following a real-time clinical consultation. Follow-up appointments are available to monitor your response and adjust your care plan as needed. Clinical records are maintained for all consultations in accordance with applicable health records legislation.

Payments and Refunds

Consultation fees are displayed at the time of booking and must be paid in full before the consultation takes place. All prices are in Australian dollars and inclusive of GST where applicable.

Consultation fees are generally non-refundable once a consultation has been completed, except as required under Australian Consumer Law where services are not provided with due care and skill or are not fit for a particular purpose. For medications or products supplied through our services, your rights under Australian Consumer Law apply, including where goods are faulty, not fit for purpose, or do not match their description. Cancellations or rescheduling requests require at least 24 hours' notice. Cancellations with less than 24 hours' notice may forfeit the consultation fee.

We may modify our pricing at any time. Price changes will not apply to consultations already booked and paid for.

Intellectual Property

All content on the Keevo website, including text, graphics, logos, images, software, and design, is owned by Aspyr Healthcare Pty Ltd or its licensors and is protected under Australian and international intellectual property laws.

You may not reproduce, distribute, modify, or create derivative works from any content on our platform without prior written consent from Aspyr Healthcare Pty Ltd.

Limitation of Liability

To the maximum extent permitted by law, Aspyr Healthcare Pty Ltd and its directors, employees, and agents are not liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of our services.

Our total liability for any claim arising from these terms or our services will not exceed the amount you have paid us for the specific service giving rise to that claim.

Nothing in these terms excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded by agreement.

Termination

We may suspend or terminate your access to our services at any time, without prior notice, if we reasonably believe you have breached these terms, provided false or misleading information, or engaged in conduct harmful to users, practitioners, or our business.

You may close your account at any time by contacting us. Upon termination, your right to access our services will cease. Any outstanding obligations, including payment for completed consultations, will survive termination.

Complaints

If you are dissatisfied with any aspect of our service, privacy practices, or clinical care, we encourage you to contact us directly so we can work to resolve the matter promptly:

We aim to acknowledge complaints within five business days and to resolve them as quickly as possible. If you are not satisfied with our response, you may escalate your complaint to the following external bodies:

  • Clinical care complaints: the Australian Health Practitioner Regulation Agency (AHPRA) at www.ahpra.gov.au, or the health complaints commissioner in your state or territory.
  • Privacy complaints: the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
  • Consumer complaints: the Australian Competition and Consumer Commission (ACCC) or your state or territory fair trading body.

Governing Law

These Terms of Service are governed by the laws of New South Wales, Australia. You agree to submit to the exclusive jurisdiction of the courts of New South Wales for any disputes arising from these terms, subject to any rights you may have under applicable consumer laws.

Changes to These Terms

We may amend these Terms of Service at any time. Updated terms will be posted on this page with a revised date. We encourage you to review these terms periodically.

Continued use of our services after any changes constitutes acceptance of the revised terms.

Contact Us

If you have questions about these Terms of Service, please contact us at: