Booking terms

About our service

These terms apply to our telehealth bookings and consultations. Our practitioners provide care within their qualifications, registration and scope. A booking is for a clinical assessment; the outcome depends on your needs and the practitioner’s judgement.

Who can book

Our service is for adults aged 18 or over who are in Australia at the time of consultation and can consent to their own care. Provide accurate contact and health information, including your current location when requested. Let us know if your needs change before the appointment.

When to seek other care

Telehealth is not suitable for every concern. Your practitioner may recommend a physical examination, investigations, your usual clinician, specialist care or urgent assessment. We do not provide emergency care. Call 000 for an emergency. Our support email is for general enquiries and is not continuously monitored for urgent clinical concerns.

Your appointment

Consultations take place by secure video or phone, depending on the service you select. Your confirmation explains the arrangements. Be available at the booked time, in a private place, with an up-to-date medication list handy. We verify your identity and current location and may request further information if needed. Complete the relevant patient form before your appointment. Contact us if you need accessibility support or cannot use the agreed method.

Fees and payment

The consultation fee and duration are shown for the service you select. Confirm the final fee before booking. The fee covers the consultation; medications, pharmacy charges, investigations, devices and other services may cost extra. Any costs we arrange will be explained where relevant. These are private services; do not assume a Medicare or private health rebate applies unless we specifically confirm eligibility. Payment timing and any applicable charges will be shown before you complete a booking.

Prescriptions and requested outcomes

A prescription, specific medicine, dose, diagnosis, referral or other requested outcome is not guaranteed. Your practitioner must consider clinical suitability, legal requirements, evidence and monitoring. Some medicines or requests require your usual prescriber, additional assessment, specialist input or in-person care. The consultation fee pays for assessment and advice, even where the requested outcome is not clinically appropriate, subject to your consumer rights.

Changing or cancelling

Plans change—we understand. Please let us know as soon as you need to cancel or move your appointment.

• At least 24 hours before your appointment: cancel for a full refund, or reschedule without a fee.
• Less than 24 hours before your appointment: a cancellation or rescheduling fee of 50% of the consultation price applies. For a prepaid cancellation, we retain that amount and refund the remaining 50%.
• Missed appointments: the full consultation fee applies.

You can cancel or reschedule using your Halaxy appointment link at least 24 hours beforehand. For changes within 24 hours, email support@velarahealth.com.au. We use the time your request is received to assess the notice period, even if we reply later.

We consider emergencies and exceptional circumstances individually and may waive a fee. If Velara Health cancels, you can choose a full refund or a suitable replacement appointment. Refunds return to the original payment method where possible; bank processing times may vary. Your rights under Australian Consumer Law still apply.

Connection problems and missed calls

Check that your contact details are correct and your device can receive calls or join the video consultation. If a connection fails or you miss our call, contact us promptly. We will discuss whether the consultation can continue or needs to be rescheduled. We consider the circumstances, including issues at our end; any applicable charge must have been disclosed in advance.

Refunds and your rights

Please contact us if something has gone wrong so we can discuss a remedy. Refunds depend on the circumstances, whether the service was supplied and your rights under Australian Consumer Law. Nothing in these terms excludes or limits rights or consumer guarantees that cannot lawfully be excluded. A clinically appropriate decision not to prescribe or provide a requested outcome does not, by itself, mean the consultation was not provided.

Consent privacy and records

We explain proposed care and seek appropriate consent. Completing an intake form supports assessment; it does not replace a clinical consent discussion. Optional AI-assisted documentation requires your permission and can be declined. Read our privacy policy for information handling, access, corrections and complaints. Please use the patient form or consultation for sensitive health details rather than a general enquiry email.

Follow up and ongoing care

Your practitioner will explain follow-up, monitoring and when to seek other care. Further consultations are charged at the applicable rate. Please arrange reviews before medication runs out and do not change doses without appropriate advice. We can discuss care correspondence with your GP and other providers, with your consent where required.

Questions and complaints

Contact support@velarahealth.com.au about bookings, billing or concerns. We will explain the next steps and work through the issue with you. You may also contact a relevant health complaints body, privacy authority or consumer agency. The website provides general information and does not replace an individual clinical assessment.