Please read these terms and conditions before you book. By using this website, completing the online assessment or booking a consult, you agree to them. If you do not agree, please do not use our services.
About these terms
In these terms, "we", "us" and "our" mean BIO CHAIN CLINIC PTY LTD (ABN 46 699 092 834), trading as Bio Chain Clinic. "You" means the person using this website or our services. Our address is 5/39 Belmont Road, Tingalpa QLD 4173.
Our services
Bio Chain Clinic offers telehealth consults with an Australian-registered health practitioner. They cover the 5 areas on our treatments page.
Every consult is live. Your practitioner speaks with you at a time you book. If they think blood tests would help, they may refer you to a pathology provider.
Who can use our services
Our consults are for adults aged 18 and over. You must be in Australia at the time of your consult. You must book for yourself, using your own name and details.
Online assessment
The online assessment helps us understand your health and goals before you book. It is not a consult. It does not diagnose any condition. It does not create a practitioner and patient relationship.
Finishing the assessment does not mean you will be offered a consult, a test or any treatment. Your answers help your practitioner prepare. They never decide your care on their own.
Your live consultation
A practitioner must speak with you in a live consult before any treatment is considered. No treatment is decided from a form, a message or the assessment alone.
Your practitioner makes every call about your care. That includes whether treatment is right for you at all. A consult can end with advice, a referral, more tests or no treatment.
Prescriptions and pharmacy
A prescription is not guaranteed. Your practitioner will only prescribe a medicine where it is clinically appropriate for you. Booking or paying for a consult does not entitle you to one.
You can choose which pharmacy fills your prescription. If your practitioner suggests a pharmacy, you are free to use another. Any pharmacy we work with is an Australian pharmacy authorised under state or territory law. The pharmacy bills you for any medicine. That cost is not part of our consult fee.
Unapproved and compounded medicines
Some medicines are made up by a pharmacy. These are called compounded medicines. Others are not on the Australian Register of Therapeutic Goods. The Therapeutic Goods Administration (TGA) has not assessed these for quality, safety or how well they work.
If your practitioner thinks one of these medicines may be appropriate, they will tell you in your consult. They will explain that the TGA has not assessed it. They will talk through other options. You'll hear the full cost before you agree to anything.
Conflicts of interest
Your practitioner will tell you about any conflict of interest before they suggest treatment. That includes any money link to a pharmacy, supplier or other provider. You never have to use a certain provider to get care from us.
Limits of telehealth
Telehealth has limits. Your practitioner cannot examine you in person, so some concerns need a face-to-face visit. If your practitioner decides telehealth is not suitable for your concern, they will tell you and suggest where to go instead.
A consult also needs a working internet or phone line. If the line drops and we can't get it back, we will offer you another time.
Urgent help and crisis support
We are not an emergency service. If you need urgent medical help, call 000 or go to your nearest emergency department. For crisis support at any hour, call Lifeline on 13 11 14. Veterans and their families can call Open Arms on 1800 011 046.
Fees, cancellations and refunds
Our fees are private. You'll see the consult fee before you book. Pathology providers and pharmacies bill you for their own services.
If you need to cancel or change a booking, please tell us as early as you can. Use the link in your booking email or contact us. A fixed fee applies if you cancel late or miss a consult: [CANCELLATION FEE AND NOTICE PERIOD: CLIENT TO CONFIRM A FIXED DOLLAR FIGURE].
Except as required under the Australian Consumer Law, consult fees are not refundable once the consult has taken place. For example, the law may give you a refund if a service is not provided with due care and skill. The same applies if it is not fit for its stated purpose.
Your responsibilities
When you use our services, you agree to:
- give full and correct details about your health, medicines and history, and tell us soon if anything changes
- join your consult from a private place where you can speak freely
- follow your practitioner's advice and get more care when advised
- use our services for your own care only, and never on behalf of someone else
- treat our team with respect. We may decline or end a service if you abuse or threaten anyone.
Confidentiality and its limits
We keep your health information private. We handle it in line with the Privacy Act 1988 (Cth) and our Privacy Policy.
Sometimes the law makes us, or lets us, share details without your consent. This can happen:
- when there is a serious threat to your life, health or safety, or to someone else's
- when child protection laws require a report
- when a practitioner must notify Ahpra under the Health Practitioner Regulation National Law
- when a court order, subpoena or other law requires it
Where the law allows and we can, we will tell you before we share anything.
Information on this website
Our website and journal give general information only. It is not medical advice. It does not replace a consult with a practitioner who knows your health.
Third-party services
We use other providers for some parts of our service. These include booking, the consult platform, payments, pathology and pharmacies. Their own terms and privacy policies also apply when you use them.
Pathology providers and pharmacies still owe you their own professional duties. Nothing in these terms limits those duties. Links to other websites are there for convenience, and we are not responsible for their content.
Intellectual property
We or our licensors own the words, design, logos and photos on this website. You may view and print pages for your own use. You may not copy, republish or use them commercially without our written permission.
Liability
Nothing in these terms excludes, restricts or modifies any right or remedy you may have under the Australian Consumer Law. This includes the consumer guarantees. It also covers any liability for negligence that the law does not let us exclude.
To the extent the law allows, we are not liable for loss caused by details you gave us that were wrong. Nor are we liable for events outside our reasonable control, such as an outage of a third-party service.
Complaints
If you are unhappy with our service, please contact us first using the details below. We will acknowledge your complaint and aim to resolve it quickly and fairly.
If you are not satisfied with our response, you can contact:
- the Office of the Health Ombudsman (Queensland), at oho.qld.gov.au or 133 646, for complaints about a health service or practitioner
- the Australian Health Practitioner Regulation Agency (Ahpra), at ahpra.gov.au, for concerns about a registered practitioner
- the Office of the Australian Information Commissioner (OAIC), at oaic.gov.au or 1300 363 992, for privacy complaints
Changes to these terms
We may update these terms from time to time. The current version is always on this page, with the date it was last updated. Changes do not affect a booking you have already confirmed.
Governing law
These terms are governed by the laws of Queensland, Australia. You agree to the non-exclusive jurisdiction of the courts of Queensland, Australia.