Booking Terms & Conditions

Definitions

Trimly Health, we, us or our

means the business operating under the name Trimly Health.

Patient, you or your

means the person receiving the healthcare service or the parent, guardian or authorised representative booking on their behalf.

Practitioner

means a doctor or other healthcare professional providing services through Trimly Health.

Services

means consultations, medical assessments, weight-management services and related healthcare or administrative services provided by Trimly Health.

1. Medical emergencies

Trimly Health does not provide emergency medical services, urgent crisis care or continuous medical monitoring.

Do not book or wait for a Trimly Health appointment if you are experiencing a medical emergency.

Call 000 or attend the nearest emergency department immediately if you are experiencing symptoms such as:

If you are unsure whether your condition is appropriate for Trimly Health, seek urgent medical advice from your usual GP, an emergency department or another appropriate health service.

• •severe chest pain;
• •serious difficulty breathing;
• •signs of a stroke;
• •loss of consciousness;
• •severe bleeding;
• •a severe allergic reaction;
• •sudden weakness or loss of normal limb function;
• •severe or rapidly worsening pain;
• •thoughts of suicide or immediate risk of harm to yourself or another person; or
• •any other condition requiring urgent medical attention.

2. Eligibility and authority to book

Trimly Health offers consultations to adults aged 18 years or older. If you are booking for someone else, the patient must be at least 18 and you must be legally authorised to act for that patient.

When booking for another person, you confirm that you have their consent or other lawful authority to provide their personal and health information, agree to these Terms on their behalf, provide payment authority and participate in decisions about their healthcare where appropriate.

We may request evidence of your identity, age, Medicare details or authority to act for another person. Trimly Health may decline, suspend or cancel access to its Services where identity or authority cannot be reasonably verified.

3. Australian location

Unless otherwise approved by the treating Practitioner, you must be physically located in Australia at the time of your consultation.

You must tell the Practitioner where you are located at the beginning of a telehealth consultation.

Service availability may depend on your location, clinical circumstances, practitioner registration requirements and applicable Commonwealth, state or territory laws.

4. Booking and appointment confirmation

An appointment is confirmed when you receive a confirmation from Trimly Health or its booking platform.

You are responsible for checking that the appointment date and time are correct, your contact information is correct, you have selected the appropriate appointment type, you are available for the full appointment duration, and you have completed any requested forms before the consultation.

Trimly Health may contact you to verify information, request documents or determine whether the selected appointment type is appropriate.

We may change, reschedule or cancel an appointment due to practitioner illness, emergencies, technical problems, safety concerns or other circumstances outside our reasonable control. Where Trimly Health cancels an appointment, we will offer a reasonable alternative appointment or refund the consultation fee paid for that appointment.

5. Appointment times and practitioner delays

You must be ready and available at the scheduled appointment time.

Practitioners may occasionally run late because of emergencies or the clinical needs of earlier patients. Appointment times are therefore estimates and cannot always be guaranteed.

We will make reasonable efforts to advise you of significant delays. A practitioner delay does not automatically entitle you to compensation for time, lost income or other expenses. This does not affect any rights that cannot lawfully be excluded.

6. Consultation fees

The applicable consultation fee will be displayed when you make your booking or otherwise communicated before the appointment.

Unless Trimly Health agrees otherwise, full payment is required when the appointment is booked, fees are stated in Australian dollars, fees include GST where GST applies, and payment must be made using an accepted debit card, credit card or other available payment method.

The fee pays for the Practitioner’s reserved consultation time, assessment and professional opinion. It does not guarantee a prescription, referral, investigation, certificate, diagnosis, treatment plan or particular clinical outcome.

7. Card capture and saved payment method

Trimly Health uses Halaxy and associated third-party payment processors to securely collect and process payment details.

By entering your payment details and selecting the option to save your card, you authorise the payment provider to securely retain a tokenised version of your payment method for future authorised charges. Trimly Health does not generally receive or store your full card number.

You warrant that you are authorised to use the nominated payment method, the payment details are accurate and current, and sufficient funds or credit are available when a payment is due. You must promptly update an expired, cancelled or otherwise invalid payment method.

8. Payment authority

By making a booking, you authorise Trimly Health and its payment processor to charge your nominated payment method for:

We will not charge your card for unrelated services or amounts that have not been disclosed or authorised under these Terms.

You remain responsible for charges even where another person provided the payment method on your behalf.

• •the full advertised consultation fee;
• •any approved additional service or fee;
• •late cancellation fees;
• •non-attendance or no-show fees;
• •fees arising where you are unavailable or cannot be contacted;
• •any amount that is reversed, rejected or charged back without a valid basis; and
• •any other outstanding amount that you have expressly agreed to pay.

9. Cancellation and rescheduling policy

Your appointment time is reserved specifically for you.

You must provide Trimly Health with at least 24 hours’ notice if you need to cancel or reschedule an appointment.

A cancellation or rescheduling request is only effective when it has been successfully submitted through the approved booking system or acknowledged by Trimly Health.

10. No-shows and failure to attend

You will be considered a no-show if you:

No-shows will be charged 100% of the booked consultation fee.

The fee applies because the appointment time was reserved for you and could not reasonably be made available to another patient.

No Medicare rebate is generally available for a consultation that did not occur.

• •do not attend or join the appointment;
• •do not answer the Practitioner’s call;
• •cannot be contacted using the details provided;
• •join so late that the consultation cannot be safely completed;
• •leave the consultation before an adequate assessment can occur; or
• •are otherwise unavailable at the appointment time.

11. Late attendance

You should be ready at least five minutes before your scheduled appointment.

If you are late, the appointment may still finish at the originally scheduled end time, the consultation may be shortened, the Practitioner may limit the consultation to the most clinically important issue, or the appointment may be cancelled where insufficient time remains to provide safe and appropriate care.

Where the consultation cannot proceed because you are late, the appointment may be treated as a no-show and the full consultation fee will apply.

12. Failed and disputed payments

If a payment is declined, reversed or charged back, the amount remains owing unless the charge was genuinely incorrect. Trimly Health may contact you to arrange another payment method, further appointments may be suspended until the balance is paid, and Trimly Health may recover reasonable external costs incurred in collecting an undisputed overdue amount, where permitted by law.

You should contact Trimly Health before requesting a chargeback so that any suspected billing error can be investigated.

Nothing in this clause prevents you from disputing a payment that was unauthorised or incorrectly processed.

13. Refunds

Refunds are not provided merely because you did not receive the treatment, medication or outcome you hoped for; the Practitioner determined that treatment was not clinically appropriate; further assessment, investigations or an in-person consultation were recommended; a prescription, certificate, referral or request was declined; or you decided not to follow the Practitioner’s recommendations.

This is because the fee is for the Practitioner’s time, assessment and professional judgement, rather than a guaranteed outcome.

A refund may be provided where Trimly Health cancels the appointment and cannot offer a suitable alternative, you cancel within the permitted notice period, you were incorrectly charged, the consultation could not proceed because of a failure wholly within Trimly Health’s systems, or a refund is otherwise required by law.

14. Telehealth consultations

Trimly Health may provide consultations by video or telephone.

Telehealth is not suitable for every patient, condition or presentation. It is not intended to replace a physical examination where an examination is clinically necessary.

By proceeding with telehealth, you acknowledge that a telehealth consultation may have limitations compared with an in-person consultation, the Practitioner may be unable to perform a physical examination, technical issues may affect communication, the Practitioner may require photographs, measurements, medical records or test results, the consultation may need to stop if privacy, identity, communication or safety cannot be adequately maintained, and you may be directed to attend an in-person GP, pathology provider, pharmacy, specialist, urgent care clinic or emergency department.

The Practitioner will decide whether telehealth is clinically appropriate in accordance with professional standards.

15. Your telehealth responsibilities

For a telehealth appointment, you must:

The Practitioner may end or reschedule the consultation if these requirements are not met.

• •use a suitable device and reliable telephone or internet connection;
• •be in a safe, private and reasonably quiet location;
• •not participate while driving or operating machinery;
• •ensure that you can speak openly and confidentially;
• •provide your current physical location and contact number;
• •tell the Practitioner if another person is present;
• •not record the consultation without the Practitioner’s prior consent; and
• •ensure that any photographs or documents you provide are clear, accurate and relate to you.

16. Technical failure

If technical problems occur, the Practitioner may attempt to reconnect, change from video to telephone, contact you using an alternative method, continue the appointment where clinically appropriate, or reschedule the appointment.

If Trimly Health makes reasonable attempts to contact you but cannot do so because of your device, internet connection, contact details or availability, the appointment may be treated as a no-show.

If the consultation cannot proceed because of a technical failure wholly within Trimly Health’s systems, Trimly Health will ordinarily reschedule the appointment or provide a refund.

17. Independent clinical judgement

All diagnosis, investigation, prescribing and treatment decisions are made by the treating Practitioner using independent professional judgement.

Administrative staff, booking systems, questionnaires and automated processes cannot guarantee that a requested service will be provided.

Booking and paying for an appointment does not guarantee a diagnosis, prescription or repeat prescription, weight-management medication, a particular medication, dose or brand, a medical certificate, specialist referral, pathology or imaging request, approval for surgery or another procedure, continuation of treatment, or any particular health or weight-loss outcome.

The Practitioner may decline, modify, delay or discontinue treatment where they consider it clinically inappropriate, unsafe, unlawful or outside their professional scope.

18. Weight-management services

Trimly Health provides medical assessment and treatment relating to weight management and associated health conditions.

Weight-management treatment may involve assessment of your medical history and weight history, review of current medications, lifestyle and behavioural recommendations, pathology or other investigations, prescription medication where clinically appropriate, monitoring for side effects and treatment response, and regular follow-up appointments.

Not every patient is suitable for medication or for treatment through telehealth. Treatment eligibility is determined by the treating Practitioner after an individual clinical assessment.

19. No guaranteed weight-loss outcome

Individual responses to weight-management treatment vary.

Trimly Health does not guarantee that you will lose weight, the amount or speed of weight loss, that weight loss will be maintained, that a particular medication will be suitable, that you will tolerate treatment without adverse effects, that medication will remain available, that treatment will prevent or resolve another medical condition, or that treatment will continue indefinitely.

Results may be affected by medical conditions, medication adherence, diet, physical activity, sleep, mental health, genetics and other individual factors.

20. Prescription medication

Prescription medication will only be provided where the treating Practitioner considers it clinically appropriate.

Before prescribing, the Practitioner may require a real-time consultation, verification of your identity, confirmation of your current medications, information from your usual GP, pathology or other investigations, blood pressure, weight or other measurements, pregnancy or contraception information where relevant, or an in-person medical assessment.

The Practitioner may decline to prescribe where information is incomplete or inconsistent, your identity cannot be verified, the medication is contraindicated, required monitoring has not been completed, misuse, diversion or doctor-shopping is suspected, the treatment falls outside the Practitioner’s scope, an in-person assessment is required, or prescribing would not comply with professional or legal requirements.

21. Medication supply and pharmacy services

Trimly Health cannot guarantee that a medication will be in stock, available in a particular strength, available from a preferred manufacturer, supplied at a particular price, covered by the Pharmaceutical Benefits Scheme, or dispensed by a pharmacy.

Medication shortages, pharmacy requirements and supply-chain issues are outside Trimly Health’s direct control.

You are responsible for confirming pharmacy costs before purchasing medication. Unless required by law, Trimly Health is not responsible for refunds relating to medication supplied by an independent pharmacy.

22. Medication risks and side effects

All medications have potential risks and side effects.

You must follow the prescribed instructions, read the consumer medicine information, disclose all medications and supplements you take, advise the Practitioner of allergies, pregnancy, breastfeeding or plans for pregnancy, promptly report significant adverse effects, attend recommended monitoring and follow-up appointments, and seek urgent medical care where symptoms may be serious.

Do not alter the dose, share medication or use medication prescribed for another person.

23. Patient responsibilities

You agree to provide complete, honest and accurate information about your identity and contact details, height, weight and other requested measurements, symptoms and medical history, current and previous medical conditions, prescription and non-prescription medications, supplements and recreational substances, allergies and previous adverse reactions, pregnancy, breastfeeding or pregnancy intentions, previous weight-management treatments, pathology and investigation results, and treatment provided by other healthcare professionals.

You must tell the Practitioner if any relevant information changes.

Trimly Health is not responsible for consequences arising from materially incomplete, false, misleading or withheld information, except to the extent Trimly Health or the Practitioner is independently responsible under applicable law.

24. Continuity of care and usual GP

Trimly Health is not necessarily a replacement for your usual general practice.

You are encouraged to maintain a relationship with a regular GP who can provide comprehensive and ongoing care.

With your consent, the Practitioner may recommend sharing relevant information with your usual GP or another treating healthcare professional.

The Practitioner may determine that ongoing treatment through Trimly Health is unsuitable unless you have a regular GP or agree to appropriate clinical information sharing.

25. Follow-up appointments

You are responsible for booking and attending follow-up appointments recommended by the Practitioner.

A prescription or treatment plan does not mean that treatment can continue without review.

The Practitioner may withhold further prescriptions or discontinue treatment if required monitoring has not been completed, you have not attended follow-up, test results are unavailable, you have not provided requested records, side effects or safety concerns arise, or continuing treatment is no longer clinically appropriate.

26. Pathology, imaging and other investigations

The Practitioner may recommend pathology, imaging or another investigation.

You are responsible for completing the investigation within the recommended timeframe, checking whether the provider charges a fee, confirming whether Medicare covers the service, attending any required follow-up appointment, and seeking urgent care if your condition worsens while awaiting results.

A request form does not guarantee that an external provider will perform or fund the investigation.

27. Test results and recalls

Trimly Health will manage results in accordance with its clinical procedures and make reasonable attempts to contact you about results requiring follow-up.

You must keep your contact details current and monitor communications from Trimly Health.

You remain responsible for booking a follow-up appointment when the Practitioner asks you to do so, symptoms continue or worsen, you have not received expected results within a reasonable period, or you require explanation, treatment or review.

Not receiving a message must not be assumed to mean that a result is normal or that no follow-up is required.

28. Medical certificates, referrals and documents

Medical certificates, referrals and other documents are issued only where clinically and legally appropriate.

The Practitioner may decline to issue a document where there is insufficient information, the requested document would be inaccurate, retrospective certification is not clinically justified, a physical examination is required, the request is outside the Practitioner’s scope, or issuing the document would be unlawful or professionally inappropriate.

Fees are not refundable solely because a requested document was declined.

29. Medicare and rebates

Unless expressly advertised as bulk billed, Trimly Health operates as a private fee service.

Where a Medicare rebate may be available, eligibility is determined under Medicare rules, Trimly Health does not guarantee eligibility or the rebate amount, you must provide accurate and valid Medicare details, you remain responsible for the consultation fee, and you must pay any amount not reimbursed by Medicare.

Some services, cancellation fees, administrative fees and no-show fees are not eligible for a Medicare rebate.

30. Electronic prescriptions and communications

You consent to receiving relevant communications electronically, including by email, SMS, telephone, online booking notifications, secure patient portal, electronic prescription token and telehealth link.

Electronic communications may include appointment confirmations, reminders, receipts, recalls and administrative messages.

Email and SMS may carry privacy risks, including mistaken delivery or access by another person using your device. You must provide accurate contact details and maintain the security of your email account, telephone and devices.

Electronic communication is not appropriate for emergencies or urgent clinical concerns.

31. Privacy and health information

Trimly Health may collect personal and sensitive health information necessary to provide healthcare, manage appointments, process payments, comply with legal obligations and administer the practice.

Information may include identity and contact details, Medicare and billing information, medical history, medications and allergies, consultation notes, photographs, pathology and imaging results, referrals and correspondence, prescriptions, payment records and communications with the practice.

Information will be handled in accordance with Trimly Health’s Privacy Policy and applicable privacy and health-record laws.

These Terms should be read together with the separate Trimly Health Privacy Policy.

32. Use and disclosure of health information

Trimly Health may use or disclose relevant information to provide and coordinate your healthcare, communicate with your treating Practitioner, obtain or provide pathology, pharmacy, specialist or other healthcare services, process billing, Medicare claims and payments, with your consent, where reasonably necessary to prevent or lessen a serious threat to life, health or safety, where required or authorised by law, or for another purpose permitted under applicable privacy legislation.

Only information reasonably necessary for the relevant purpose will be disclosed.

33. Third-party service providers

Trimly Health may use independent third-party services for appointment bookings, practice management and health records, payment processing, telehealth, electronic prescriptions, email and SMS communications, pathology and imaging, cloud hosting, information technology support, and other administrative or clinical functions.

These providers may have their own terms and privacy policies.

Trimly Health will take reasonable steps when selecting and managing providers. However, third-party systems may experience outages, delays, transmission errors or security incidents outside Trimly Health’s reasonable control.

Nothing in this clause limits Trimly Health’s own obligations under privacy, consumer or other applicable laws.

34. Recording consultations

You must not audio-record, video-record, photograph, livestream or otherwise reproduce a consultation without the prior informed consent of the Practitioner and any other person present.

The Practitioner may also require your consent before recording any part of a consultation.

Clinical notes made in the ordinary course of care form part of your medical record and are not considered a recording of the consultation for this clause.

35. Artificial intelligence and clinical documentation

Where Trimly Health uses an artificial intelligence transcription or clinical documentation tool, you will be informed where consent is required, the tool is used to assist the Practitioner in preparing documentation, the Practitioner remains responsible for reviewing and finalising the clinical record, you may decline optional audio transcription without losing access to healthcare, information will be handled in accordance with the Privacy Policy, and specific details about storage, processing location, retention and third-party access will be provided where applicable.

This clause should only remain in the published Terms if Trimly Health actually uses an AI documentation service and its privacy arrangements have been verified.

36. Behaviour and safety

Trimly Health is committed to a safe and respectful environment.

You must not engage in threatening, aggressive or abusive conduct, harassment or discrimination, sexual or otherwise inappropriate behaviour, intimidation of staff or Practitioners, fraudulent conduct, deliberate misuse of prescriptions or medical documents, recording without consent, or conduct that creates an unreasonable risk to another person.

Where serious or repeated misconduct occurs, Trimly Health may end the consultation, require communication to be in writing, restrict online booking, refuse non-urgent future services, discharge you from the practice with reasonable notice and continuity-of-care arrangements where clinically required, or contact emergency services or police where appropriate.

Urgent clinical needs will be managed consistently with professional and legal obligations.

37. Suspension or refusal of service

Trimly Health may decline, suspend or end non-emergency services where the Services are not clinically appropriate, the required Practitioner is unavailable, you have provided false or misleading information, identity cannot be verified, required monitoring has not been completed, there is suspected medication misuse or fraud, fees remain unpaid, behaviour creates a safety risk, the therapeutic relationship has broken down, or continued care would breach legal or professional obligations.

Where clinically appropriate, Trimly Health will provide reasonable notice and information about alternative care.

38. No guaranteed outcome

Healthcare outcomes cannot be guaranteed.

Practitioners will exercise reasonable professional skill, care and independent clinical judgement, but individual outcomes depend on many factors outside Trimly Health’s control.

No information on the Trimly Health website, booking page, advertisements or general educational material constitutes a guarantee of suitability, diagnosis, treatment or outcome.

39. General website information

Information published on the Trimly Health website is general information only and is not a substitute for individual medical advice.

Do not act or refrain from acting solely because of general website content.

A doctor-patient relationship is not created merely by viewing the website, completing an enquiry, starting a booking, submitting an intake form or receiving an automated message. A therapeutic relationship begins only when a Practitioner accepts responsibility for providing care in the relevant consultation.

40. Consumer rights

Nothing in these Terms excludes, restricts or modifies rights or remedies under the Australian Consumer Law, guarantees that cannot legally be excluded, obligations under privacy and health-record legislation, responsibility for negligence or breach of professional duty, or any other liability that cannot lawfully be limited.

These Terms are intended to be applied reasonably and not to impose unfair contract terms.

41. Limitation of liability

Subject to clause 40 and to the maximum extent permitted by law, Trimly Health is not responsible for loss caused solely by inaccurate or incomplete information supplied by you, your failure to follow medical advice, your failure to complete recommended monitoring or follow-up, your use of medication contrary to instructions, an outage or failure of an independent third-party platform outside Trimly Health’s reasonable control, medication shortages or pharmacy decisions, delays caused by incorrect contact information, or use of general website information instead of individual medical advice.

To the maximum extent permitted by law, Trimly Health excludes liability for indirect or consequential financial loss arising solely from administrative or platform services.

Nothing in this clause excludes or limits liability for clinical negligence, professional misconduct, death or personal injury caused by negligence, fraud, breach of applicable privacy obligations, breach of non-excludable consumer guarantees, or any other liability that cannot legally be excluded.

42. Indemnity

To the extent permitted by law, you are responsible for reasonable loss suffered by Trimly Health resulting directly from your fraudulent use of the Services, deliberate provision of materially false information, unauthorised use of another person’s identity or payment method, or unlawful reproduction or misuse of Trimly Health’s systems or content.

This clause does not require you to indemnify Trimly Health for loss caused by Trimly Health’s negligence, breach of law or breach of professional duty.

43. Complaints

We encourage you to raise concerns directly with Trimly Health so they can be reviewed promptly.

A complaint should include your name and contact details, the date of the relevant appointment, a description of the concern and the outcome you are seeking.

Nothing in these Terms prevents you from contacting a health complaints body, privacy regulator, professional regulator, consumer authority or court.

44. Dispute resolution

Before commencing non-urgent court proceedings relating to an administrative or contractual dispute, each party should give the other party written notice describing the dispute, provide relevant information, allow a reasonable opportunity to respond and attempt to resolve the matter in good faith.

This clause does not prevent either party from seeking urgent relief, making a regulatory or professional complaint, exercising a statutory right, or commencing proceedings before a limitation period expires.

45. Intellectual property

Unless otherwise stated, Trimly Health owns or is licensed to use the content on its website and booking materials.

You may use that content for personal, non-commercial purposes.

You must not copy, modify, publish, sell or commercially exploit Trimly Health content without permission, except where permitted by law.

Your medical records and personal information are handled separately in accordance with applicable law and are not transferred to Trimly Health under this intellectual-property clause.

46. Changes to these Terms

Trimly Health may update these Terms to reflect changes in Services, fees or booking arrangements, technology, clinical processes, laws or regulatory requirements, or business operations.

The Terms presented to you at the time of booking will apply to that appointment unless a change is required by law or agreed with you.

Material changes will not be applied retrospectively to impose a new fee or remove an accrued right.

47. Severability

If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be read down or removed to the minimum extent necessary.

The remaining Terms will continue to apply.

48. No waiver

A failure or delay by Trimly Health in enforcing a provision does not waive the right to enforce that provision later.

A decision to waive a cancellation fee on one occasion does not require Trimly Health to waive a fee on another occasion.

49. Governing law

These Terms are governed by the laws of Victoria, Australia.

The parties submit to the courts of Victoria and any courts entitled to hear appeals from those courts.

This clause does not prevent a consumer from relying on any mandatory rights available under the law of another Australian jurisdiction.

50. Acceptance

By completing your booking, you confirm that:

• •you have read and accepted these Terms and Conditions;
• •the information you have provided is accurate;
• •you understand that full payment is required at booking;
• •you authorise Trimly Health to charge your nominated payment method;
• •you understand that late cancellations and no-shows are charged at the full appointment fee;
• •you understand that booking does not guarantee medication or any other requested clinical outcome;
• •you consent to receiving electronic appointment and administrative communications; and
• •you have read, or have been given access to, the Trimly Health Privacy Policy.