About these terms
These terms are an agreement between you and Better Well Pty Ltd (ABN 19 701 078 346), trading as Betterwell ("Betterwell", "we", "us"). When you use this website, start our assessment or book a consultation, you agree to these terms and to our Privacy Policy.
We may update these terms from time to time. The version that applies to a consultation is the one on this page when you book it. If you are on a monthly care plan, we will email you before any change to your plan takes effect.
Our telehealth clinic
Betterwell is a telehealth clinic for adults in Australia. We offer consultations for 5 health goals: Weight Management, Muscle & Recovery, Healthy Ageing, Cognitive Health and Skin Health. Each one is described on our health goals page.
Every goal begins with a live consultation. Consultations are with Australian medical practitioners registered with Ahpra. Your first consultation is by video. Phone is used only where video is not practical and your practitioner considers it safe. This consultation is required before any plan or prescription is considered. Our how it works page sets out each step.
Who our care is for
Our care is for adults. To use it, you must:
- be 18 years or older;
- be in Australia at the time of each consultation and check-in; and
- give your full name and accurate details, so we can confirm who you are.
Our care is not suited to urgent or emergency needs, or to concerns that need a physical examination.
Your assessment
Our short assessment asks about your health and your goal. It helps your practitioner prepare, and helps us see whether telehealth may suit you.
The assessment is not a consultation and does not give a diagnosis. It does not decide whether you are offered a plan, a treatment or a prescription. Only your practitioner makes those decisions, at a live consultation.
Please answer every question fully and accurately. Your practitioner relies on what you tell us to give you safe care.
Your consultation and clinical decisions
Your practitioner uses their own professional judgement to decide what, if anything, is clinically appropriate for you. They are not bound by an outcome you ask for, or by any target set by Betterwell.
A prescription is never guaranteed. A plan or treatment is discussed only if deemed medically appropriate. Other outcomes include advice, monitoring, further tests, a referral to another health professional, a recommendation for in-person care, or no treatment. The consultation fee applies whatever the outcome, because the consultation has been provided.
Results differ from person to person. Nothing in an assessment, consultation or check-in guarantees a particular outcome.
Your monthly care plan
If your practitioner decides a care plan is medically appropriate, you can choose to join it. Before you join, we tell you what the plan includes and what it costs.
The care plan runs month to month. Each month includes a live check-in with your practitioner. At each check-in, you decide together to continue, adjust or conclude your care. Your practitioner may also recommend a change, or that care concludes, if that is clinically appropriate.
The monthly fee is charged on a recurring basis until your plan concludes. We tell you your billing date before you join. If the monthly fee changes, we tell you in writing before the new fee applies, and you can conclude your plan before then.
You can conclude your plan at any check-in, or at any time by emailing [email protected]. It ends at the close of your current billing month, and you are not charged again after that. Concluding your plan does not affect your right to access your health records.
Fees and payment
Our current fees are:
- initial consultation: $79; and
- monthly care plan: $59 per month.
All fees are in Australian dollars. Betterwell is not registered for GST, so no GST is added. All our fees are private. You cannot claim a Medicare rebate for them. We confirm the total amount before you are charged.
Our fees cover your consultations and the services in your care plan. They do not include the cost of any medicine. If a medicine is prescribed, the pharmacy you choose supplies it and charges you separately. Pathology and imaging providers may also charge their own fees.
Cancelling or moving an appointment
You can cancel or move a consultation or check-in at no cost if you give us at least 24 hours' notice. Email [email protected] to let us know.
If you cancel with less notice, or do not attend, a fixed cancellation fee of $40 applies. We waive this fee if you could not attend because of illness, an emergency or circumstances outside your control. We remind you of this fee when you book.
If we need to cancel or move an appointment, we offer you a new time or a full refund of any fee you paid for it.
Refunds
Fees are not refundable once a consultation or check-in has been provided, except as required under the Australian Consumer Law. This includes where a service is not provided with due care and skill, is not fit for the purpose we told you about, or is not provided within a reasonable time.
To ask for a refund, email [email protected] with your name and the date of the appointment. We will reply within a reasonable time.
Prescriptions and your choice of pharmacy
If your practitioner decides a prescription is clinically appropriate, you are free to have it dispensed by any Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. We do not require you to use a particular pharmacy, and we do not direct prescriptions to one.
If your practitioner or Betterwell has a financial or commercial interest in a pharmacy or supplier, your practitioner tells you before your care goes ahead.
Some medicines are compounded by a pharmacy for one patient. Compounded medicines have not been assessed by the Therapeutic Goods Administration (TGA) for safety, quality or effectiveness. If your practitioner considers one, they explain this, the alternatives and the likely cost before you decide.
Pharmacies are independent of Betterwell. Each pharmacy is responsible for the medicines it dispenses, its own prices and its own delivery. Any delivery timeframe is an estimate, and delivery timeframes may vary.
What telehealth can and cannot do
Telehealth is not suitable for every health concern. Your practitioner cannot examine you in person. Depending on your circumstances, they may recommend an in-person assessment, urgent care, a review with your GP, a referral to another health professional, further tests or no treatment.
A poor connection can also affect a consultation. If a call drops, or your practitioner cannot assess you safely by video or phone, they will arrange another time or recommend another form of care.
We encourage you to keep your regular GP informed. With your consent, we can share a summary of your care with them.
Your part in your care
When you use our services, you agree to:
- give accurate, complete and current details about your identity and health;
- join consultations and check-ins from a private place where you can speak freely;
- follow your practitioner's advice, including advice to seek in-person or urgent care;
- tell us promptly about any change in your health, your medicines or any side effects; and
- treat our practitioners and team with courtesy and respect.
We may decline or end our services where it is not clinically appropriate or safe to continue, or where these terms are not followed. If we end your care plan, we do not charge you for any month that has not started. If we end your care plan, or your practitioner concludes your care for clinical reasons, before your check-in for the current month has taken place, we will refund that month's fee.
Emergencies and urgent help
Betterwell does not provide emergency care. In an emergency, call 000 or go to your nearest emergency department.
If you are in distress or thinking about harming yourself, call Lifeline on 13 11 14, any time of day or night.
Please do not use our website, assessment or email to seek urgent help.
Confidentiality and its limits
Your health information is confidential. We handle it under our Privacy Policy. In a small number of situations, the law requires or allows us to share information without your consent. These include:
- where there is a serious risk to your life, health or safety, or to someone else's;
- child protection reporting obligations;
- mandatory notifications about health practitioners under section 140 of the Health Practitioner Regulation National Law;
- court orders, subpoenas or other legal requirements; and
- public health reporting required by law.
Where it is safe and lawful, we tell you before we share your information.
Pharmacies, pathology and other providers
Pharmacies, pathology and imaging providers, and any health professional you are referred to, are independent of Betterwell. Each is responsible for its own services.
This does not limit your practitioner's professional duties to you, or any right you have under the Australian Consumer Law.
Information on this website
The information on this website is general in nature. It does not replace advice from a registered health practitioner who knows your circumstances. Our Disclaimer explains more.
We do not advertise specific prescription medicines to the public, in accordance with Australian regulatory requirements.
Content on this website is owned by or licensed to Betterwell. You may view and print it for personal use. You must not copy or republish it for commercial purposes without our written permission.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law.
Limitation of liability
To the extent permitted by law, and subject to the Australian Consumer Law section above, Betterwell is not liable for any indirect or consequential loss arising from your use of this website.
Nothing in these terms limits our practitioners' professional duties to you. Nothing excludes liability that cannot lawfully be excluded, including liability for negligence in providing health services.
Feedback and complaints
We welcome your feedback. If you have a concern, please email us first at [email protected], so we can work to resolve it. Our complaints and feedback page explains the process.
You can also contact an external body at any time:
- the Health Care Complaints Commission (NSW), about a health service in NSW;
- the Australian Health Practitioner Regulation Agency (Ahpra), about a registered health practitioner (in NSW, these concerns are managed together with the Health Care Complaints Commission);
- the health complaints body in your own state or territory, if you live outside NSW; or
- the Office of the Australian Information Commissioner (OAIC), about privacy.
Governing law
These terms are governed by the laws of New South Wales, Australia. You and Betterwell submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia.
Contact us
Better Well Pty Ltd, trading as Betterwell
ABN: 19 701 078 346
Email: [email protected]