Booking and Consent Terms

Further to accepting Veva Medical’s Website Terms & Conditions, you acknowledge that by making an appointment via Veva Medical’s Website you are entering an agreement with the relevant Practitioner on the following Appointment Booking and Consent Terms (the “Booking Terms”). These Booking Terms adopt the defined terms in Veva Medical’s Website Terms & Conditions and Bundled Package Terms, unless they are otherwise defined herein.

These Booking Terms apply to:

(a) individual consultations; and

(b) consultations and services provided as part of a Bundled Package.

These Booking Terms should be read, as applicable, together with:

(a) Veva Medical’s Website Terms & Conditions;

(b) Bundled Package Terms;

(d) Community Guidelines; and

(e) Privacy Policy.

Making a Booking

1.1 If you do not provide a valid payment method which can be verified, then you will not be able to make a booking.

1.2 You may not make a booking on behalf of another person unless you have our prior written approval.

1.3 All bookings are managed via Halaxy and payments are processed via Stripe Payments, subject to their respective terms, privacy policies, and security frameworks.

Fee and Payment

2.1 You agree to pay the fee associated with your appointment with your Practitioner.

2.2 The applicable fee will be that associated with your actual appointment, and not necessarily the type of appointment chosen by you.

2.3 The fee (or any part of it) is non-refundable except in accordance with the Cancellation Policy, Bundled Package Terms, or where otherwise required by law.

2.4 The timing of payment of the relevant fee will be subject to the nature of the account, consultation type, or Bundled Package you have signed up to with Veva Medical.

2.5 For individual consultations:

(a) fees are charged on a per-appointment basis; and

(b) additional treatment, pharmacy, medication, wellness product, shipping, or third-party costs may apply separately where recommended by your Practitioner.

2.6 For Bundled Packages:

(a) Subscription Payments are charged on a recurring monthly basis;

(b) your Bundled Package may include consultations, practitioner oversight, wellness support goods, digital resources, support services, and delivery costs;

(c) Subscription Payments continue during the applicable minimum commitment period regardless of appointment attendance, except where otherwise determined by Veva Medical in its discretion or required by law; and

(d) Wellness Goods supplied as part of a Bundled Package form part of the integrated package value and are not separately refundable once processed, packed, allocated, shipped, or dispatched.

2.7 You acknowledge that treatment recommendations, medications, wellness products, supplements, or other support items recommended by your Practitioner may involve additional costs and may not be subsidised under the Pharmaceutical Benefits Scheme (PBS).

Location and Timing

3.1 You agree to participate in your appointment at the time and/or by the method notified to you when making your appointment. Incorrectly scheduled bookings or missed appointments may be treated in accordance with the Cancellation Policy.

3.2 If requested, you agree to provide a copy of your photo identification to us and/or your Practitioner in order to confirm your identity prior to, or during, any appointment.

Appointment Conditions

4.1 All bookings shall be subject to the following further terms and conditions:

(a) details of how you shall participate in an appointment will be emailed or otherwise provided to you (together with any requests for further information), and you must use such details to participate in your appointment;

(b) you acknowledge, and consent to, all matters outlined in the Patient Consent Matters set out below;

(d) you must ensure that you are in a location in which you will not be disturbed for the duration of your appointment (within which you will not be distracted by any person or thing during the appointment);

(e) all electronic devices, other than the device on which you are participating in the appointment, should be silenced or turned off where reasonably possible;

(f) all apps, software, and notifications on the device on which you are participating in the appointment, other than the specific communication software being used, should be closed where reasonably practical;

(g) you must answer all questions truthfully and accurately;

(h) if your appointment is conducted online and your internet connection is poor or unstable, your appointment may be subject to interruptions, delays, or disconnection;

(i) you must be online and/or dialled in for your appointment at least 5 minutes prior to your scheduled appointment time;

(j) you must have the latest version of any communication software and/or internet browser and/or phoneline used to participate in your appointment, and ensure that the software is fully functional – please note that no time extensions to (or postponements of) scheduled appointments will be granted if delays in connection and ‘drop outs’ occur due to poor connectivity; and

(k) if your connection (visual and/or audio) in connection with any appointment is poor and/or drops out, then it is agreed that only a maximum of 3 attempts to re-establish a connection a shall be made, and if the connection continues to drop out or is poor to the extent that it is affecting the appointment, then such reading will deem to have been cancelled by you in accordance with the Cancellation Policy (and, so, you will not be entitled to a refund).

4.2 You agree to act respectfully and in good faith in connection with each appointment, to be cooperative in connection with each appointment, and not to deliberately mislead or provide false information to us or your Practitioner.

Rescheduled Bookings

5.1 Notwithstanding the Cancellation Policy, we will use reasonable endeavours to accommodate requested changes to appointment times received before the applicable cancellation window outlined in the Cancellation Policy, but may deem requested changes as cancellations in accordance with the Cancellation Policy.

5.2 You accept that we may be required to reschedule appointments for any reason (including sickness, operational issues, acts of God, or other force majeure events), and you agree to discuss in good faith the rescheduling of any appointment affected.

Cancellation or Termination

6.1 Termination and cancellations of appointments are governed by the Cancellation Policy and, where applicable, the Bundled Package Terms.

Patient Consent Matters

7.1 You acknowledge and consent to the following matters in connection with your appointment with your Practitioner:

(a) there is a risk that any treatment, recommendation, medication, wellness product, or support program may not result in the desired outcome, even when provided with due professional care;

(b) personal, health, and medical information disclosed in connection with your appointment may be shared between various parties including (without limitation) Veva Medical, your Practitioner, pharmacies, allied health providers, support staff, Halaxy, Stripe Payments, and other relevant third-party providers involved in your care or the administration of services;

(c) any and all previous health, psychiatric, medical conditions, symptoms, allergies, and relevant family history have been disclosed in full to your Practitioner, including pregnancy or intention to become pregnant;

(d) you have disclosed, or will disclose, all medicines, supplements, treatments, substances, and drugs (including alcohol, recreational drugs, and over-the-counter products) you are currently using or have previously used;

(e) follow-up consultations may be required and/or mandatory in certain circumstances;

(f) treatment recommendations may change over time depending on your clinical response, health status, practitioner assessment, or product availability;

(g) some medications, supplements, treatments, or wellness interventions may carry risks and side effects, including but not limited to nausea, vomiting, diarrhoea, constipation, headaches, dizziness, fatigue, gastrointestinal symptoms, allergic reactions, appetite changes, mood changes, or other side effects;

(h) you must follow all Practitioner directions regarding dosage, administration, treatment protocols, and monitoring requirements;

(i) any adverse effects or concerns relating to treatments or products must be promptly reported to us and/or your Practitioner;

(j) outcomes, side effects, treatment responses, and related information may be used internally for service improvement, safety monitoring, compliance, and research purposes where permitted by law; and

(k) you must not share prescribed medications or treatment products with any third party.

7.2 Health Summary

(a) You consent to Veva Medical contacting your current General Practitioner (GP) or other healthcare providers to request a copy of your health summary or relevant medical records where reasonably necessary for your care.

(b) You consent to Veva Medical discussing your medical information with practitioners within the Veva Medical network or with external healthcare providers as reasonably necessary to support your treatment and continuity of care.

7.3 Pharmacy and Fulfilment

You agree and understand that your prescription may be directed to a pharmacy with which the Practitioner maintains communication with to ensure compliant and efficient processing. You also acknowledge that you have the right to choose your preferred pharmacy. To do so, you understand that you must inform your Practitioner of your choice during your consultation. You further understand that any changes to your pharmacy preference outside of this time will require a new consultation to make any update.

No Recording or Filming by You

8.1 You agree you must not (and you must not allow others to) record, film or otherwise capture any appointment under any circumstances, unless otherwise agreed by us or the Practitioner.

8.2 If it comes to the attention that an appointment is being recorded, filmed or otherwise captured, you grant us the right to take possession of the device and/or item capturing (or suspected of capturing) the appointment and to search for and delete and/or destroy the recording or other captured representation of the appointment without any compensation to you. You also agree that your Practitioner may immediately cease the appointment in such circumstances and you shall not be entitled to a refund.

No Responsibility for Your Actions

9.1 To the extent permitted by law, we and your Practitioner take no responsibility (and shall not be liable) for decisions you make or actions you take as a result of your appointment, treatment plan, or participation in a Bundled Package, and you release us and your Practitioner from liability arising in connection with your participation in appointments, treatment, wellness programs, or related services.

Confidentiality and Non-Disparagement

10.1 You and we agree that the matters discussed in your appointment are confidential and will be treated as such by you, us and your Practitioner. You also agree to keep all other confidential matters relating to your appointment confidential. It is agreed that any confidential information disclosed to you by us or your Practitioner may only be disclosed if required by law or if required for the purpose of seeking professional legal advice (where such adviser is bound by confidentiality).

10.2 You agree that you will not make (or authorise) any comment or representation that may disparage, defame or negatively affect us or your Practitioner (including any negative and/or misleading comments regarding the appointment).

10.3 Without limiting the foregoing, you agree that you may not make any false or misleading representations, or otherwise make untruthful comments, regarding your appointment.

Respecting Community Guidelines and Positive Engagement

11.1 Veva Medical is committed to fostering a respectful, safe, inclusive, and supportive environment for all patients, practitioners, staff, pharmacies, suppliers, and service providers.

11.2 Patients are expected to comply with Veva Medical’s Community Guidelines at all times.

11.3 Any conduct which is abusive, threatening, misleading, discriminatory, unsafe, unlawful, or otherwise inappropriate may result in suspension or termination of services, including discharge from Veva Medical’s care programs or Bundled Packages.

11.4 Any behaviour that violates these community guidelines, disrupts the safe and professional environment of Veva Medical, or is deemed inappropriate, may result in the patient being discharged from Veva Care’s services.

11.5 Should a decision be made to discontinue services, Veva Medical will provide the patient with written notice and assist with transitioning care to another provider where appropriate.