Terms of Service

Acceptance of Terms

By accessing or using the Keevo Health 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 Health provides telehealth and online consultation services, connecting patients with qualified, AHPRA-registered healthcare practitioners across Australia. Our services include consultations covering areas such as weight management, metabolic health, and other clinical areas. Where a treating practitioner considers it clinically appropriate and lawful, they may prescribe compounded medicines. Compounded medicines are only supplied where they are clinically appropriate, lawful, and prescribed by an authorised practitioner. They are 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 Health 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.

Online Assessment

Our website includes an online assessment questionnaire. This assessment does not provide a diagnosis and does not guarantee that any treatment or medication will be offered. It helps your doctor understand your circumstances before your consultation. Every clinical decision is made by an AHPRA-registered practitioner after a real-time consultation.

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 by Australian pharmacies authorised under the relevant state and territory pharmacy and medicines laws. You are free to choose your own pharmacy to fill any prescription. Keevo Health does not directly dispense medications. Where a pharmacy arranges 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.

Third-Party Pharmacies and Pathology Providers

Pharmacies and pathology providers are independent third parties. They are responsible for their own services, including dispensing, compounding, delivery, and testing. To the extent permitted by law, we are not liable for the acts or omissions of these independent providers.

Nothing in this clause limits the professional duties owed to you by your treating practitioner or by any pharmacy or pathology provider. Nothing in this clause excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded by agreement.

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 Health 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.

Confidentiality and Its Limits

Your health information is kept confidential and is handled in accordance with our Privacy Policy and Australian privacy law. In limited circumstances, the law may require or permit us to disclose information without your consent. These include where there is a serious risk to the life, health, or safety of you or another person, where a child or vulnerable person is at risk, where we have mandatory reporting obligations, where a notification is required under the Health Practitioner Regulation National Law, and where disclosure is required by a court order, subpoena, or other legal process.

In an Emergency

Our services are not for medical emergencies. If you or someone else is in immediate danger or needs urgent care, call 000 or go to your nearest emergency department. If you need to talk to someone, you can call Lifeline on 13 11 14 or the Suicide Call Back Service on 1300 659 467, at any time.

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:

• Email: [email protected]

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:

• Level 5, 155 King Street, Sydney NSW 2000
• [email protected]