Roidsafe Terms & Conditions

Changes to terms and conditions

We may revise these Terms and Conditions from time to time by posting an updated version on the Site. Your use of the Site and/or acceptance of the Products constitutes acceptance of the most recent Terms and Conditions. By continuing to use the Site, you agree to be bound by the most recent version. It is your responsibility to check the Site regularly for updates. If you do not accept the Terms and Conditions, please do not use the Site.

Emergencies

Our services are not suitable for emergency situations. If you are experiencing a medical emergency, please call 000 or attend your nearest hospital emergency department immediately. Do not use this Site or wait for a response from our team if you require urgent or immediate medical attention.

Copyright and trademark notice

We own and operate the Site. Unless otherwise specified, all intellectual property rights in the content of the Site, including logos, site design, text, graphics, icons, images, photographs, typefaces, audio and video clips, software, code, and other material (collectively ‘Content’), are owned or licensed by Us. Content is protected by copyright, trademark, and other intellectual property rights and may also have security components that protect digital information.

We give you permission to use the Content for personal, non-commercial purposes only. Unauthorised use of the Content may violate copyright, trademark, and other applicable laws and could result in criminal or civil penalties.

Information disclaimer

The Site is an information resource and portal. We review all health-related content We publish before it is made available on the Site.

Information on the Site may not include the most recent medical findings or developments. Site content should not be taken as medical advice, diagnosis, counselling, or treatment. The purchase of a Product does not involve a direct consultation with a healthcare professional, although your clinical questionnaire will be reviewed by a qualified healthcare professional. You should not disregard, avoid, or delay obtaining medical or health-related advice from your healthcare professional because of something you have read on this Site.

The use of and reliance on any information provided on this Site is solely at your own risk.

Access and use of the Site

You must be 18 years old or over to use this Site and to order and/or receive Products. RoidSafe services are strictly limited to adults aged 18 and over. By using this Site, you confirm that you meet this requirement.

Subject to the consumer guarantees in the Australian Consumer Law, We do not warrant:

  • that you will have continuous access to the Site;
  • that the Site will be uninterrupted or error-free;
  • any results obtained from using the Site, including its information, content, or available products;
  • the accuracy, content, or availability of information on the Site or any linked external sites; or
  • the delivery or security of communications over the internet that rely on third-party service providers.

Use of automated tools and artificial intelligence

We use automated tools, including artificial intelligence features within our clinical systems, to assist clinicians and administrative staff with tasks such as summarising medical histories, consultation notes, and supporting administrative workflows.

These tools may be provided by third-party technology providers integrated into our clinical systems. Where used, relevant portions of your personal or health information may be processed by those providers. Processing may occur in Australia or overseas depending on the technology provider. Information is transmitted using secure, encrypted connections, and outputs are returned to and stored within our Australian clinical systems.

We take reasonable steps to ensure technology providers comply with Australian privacy standards. Contractual obligations prohibit them from using your information for any purpose other than providing the service directly to us. They are not permitted to use your information to train their own AI models, for their own research, or for any independent commercial purpose.

All AI-generated content intended for inclusion in your clinical record or to inform clinical decisions is reviewed by a qualified clinician or appropriate staff member before being finalised. Automated tools do not make autonomous treatment or clinical decisions.

Where AI transcription is used during a telehealth consultation, this occurs only with your prior consent, which you may decline without affecting your care.

Overseas data processing

Our clinical systems and primary data storage are located in Australia. However, we use some global technology service providers to support our operations. As a result, your personal and health information may be disclosed to, or accessed by, service providers located overseas, including in the United States and other jurisdictions.

This may include payment processing through Stripe, email and communication services through Microsoft 365, and other security, analytics, or technical support services provided by global technology vendors.

We take reasonable steps to ensure overseas recipients handle personal and health information in accordance with Australian privacy laws, including through contractual privacy and security obligations, access controls, and encryption. We remain accountable under Australian privacy law for overseas disclosures. For full details, refer to our Privacy Policy.

Cancellation policy

To ensure smooth scheduling and optimal patient care, we require a minimum of 24 hours notice for any telehealth appointment cancellation. Failure to provide this notice may result in a $20 cancellation fee. This fee is subject to change.

Refund policy

Refunds are not available on referrals, regardless of whether they have been used. If you have questions about a payment or believe a refund may be applicable for another product or service, please contact us at admin@roidsafe.com.au and we will review your circumstances.

Referral validity

Each referral we issue is valid for 12 months from the date of issue. If you are unable to use your referral within this period, please contact us at admin@roidsafe.com.au and we will be happy to arrange a reissue.

The 12-month validity period is not a policy unique to RoidSafe. It is a standard requirement under the Health Insurance Act 1973 and the Medicare Benefits Schedule (MBS). Under MBS requirements, referrals issued by general practitioners and nurse practitioners are valid for 12 months from the date of the first service provided under that referral. This rule applies consistently across all Medicare-eligible referrals issued in Australia. Further information is available from Services Australia at www.servicesaustralia.gov.au and from the Medicare Benefits Schedule at www.mbsonline.gov.au.

Referrals are also clinical documents, issued based on your responses to a clinical questionnaire at a specific point in time. Your health status and circumstances may change, and using a referral that no longer reflects your current health needs may not be in your best clinical interest. If your health circumstances have changed since your referral was issued, we recommend completing a new consultation.

If you have any concerns about your referral or its expiry, please contact us as early as possible.

Relationship

Unless otherwise required by law, and subject to the remainder of these Terms and Conditions, your use of this Site does not create any practitioner/patient, confidential, or privileged relationship with Us, or any other relationship that would give rise to duties on Our part.

Product disclaimer

Any representation, warranty, condition, guarantee, or undertaking that would be implied in these Terms and Conditions by legislation, common law, equity, trade, custom, or usage is excluded to the maximum extent permitted by law, including any implied warranties of acceptable quality or fitness for a disclosed purpose.

To the fullest extent permitted by law, Our liability for a breach of a non-excludable guarantee is limited, at Our option, to:

  • in the case of goods supplied or offered by Us, any one or more of the following:
    • the replacement of the goods or the supply of equivalent goods; or
    • the payment of the cost of replacing the goods or of acquiring equivalent goods;
  • in the case of services supplied or offered by Us:
    • the supplying of the services again; or
    • the payment of the cost of having the services supplied again.

Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.

Subject to this clause, Our sole and maximum aggregate liability arising from any Product sold on the Site will be the price of the Product ordered. We will not be liable for special, indirect, consequential, or punitive loss or damage, loss of profits or anticipated profits, economic loss, loss of business opportunity, loss of data, loss of reputation, or loss of revenue in any way related to the use of the Site or the Products.

Indemnity

You agree to indemnify Us, Our employees, contractors, officers, agents, related bodies corporate (as defined in the Corporations Act 2001 (Cth)), and suppliers from all liabilities, claims, fines, penalties, demands, proceedings, and expenses (including legal fees on a full indemnity basis) arising from your use or misuse of the Site and Products. We may assume control of the defence of any third-party claim that is subject to indemnification by you, and you will cooperate with Us in defending that claim.

International use

The Site, including its Content, is designed and intended for users in Australia. We make no representation that the Site is applicable to, appropriate for, or available to users outside Australia. If you access the Site from outside Australia, you do so at your own risk and are responsible for compliance with local laws.

Overseas customers may purchase Products provided they have a valid Australian mobile number and are able to attend a participating pathology collection centre in Australia.

User obligations

When you purchase a Product, you must provide Us with all information requested in the mandatory fields on the Site. You must provide true, complete, and accurate information. If the information you provide is incomplete or inaccurate, or if We believe it to be so, We may suspend or terminate your current or future use of the Site.

You are responsible for any use of the Site that takes place through your access. You must take all necessary steps to maintain the confidentiality of your account and must notify Us immediately of any unauthorised use or other security breach.

We expect all patients to treat our staff, clinicians, and contractors with respect in all communications, whether by phone, email, live chat, or any other channel. We will not tolerate abusive, threatening, harassing, or offensive behaviour directed at any member of our team. Where this occurs, we reserve the right to immediately terminate the interaction and, at our discretion, suspend or permanently withdraw access to our services without notice.

Prohibited uses

When accessing and using the Site, you must not engage in activities that:

  • download (other than page caching) or modify the Site or any portion of it;
  • impersonate or falsely claim to represent a person or organisation;
  • are commercial in nature, including selling, marketing, advertising, or promoting goods or services; or
  • frame the Site.

You must also not:

  • post, link to, or otherwise communicate or distribute any inappropriate, profane, defamatory, infringing, obscene, indecent, or unlawful material or information;
  • use the Site in a manner that is unlawful or that would infringe the rights of another person, including intellectual property rights; or
  • post, link to, or otherwise communicate or distribute any material or information that We deem inappropriate.

Pathology results

By using the Site, you consent to Us:

  • receiving your transaction details and personal information;
  • using the information you provide to authenticate your identity;
  • providing you with a pathology Request;
  • retaining your information and results as Our policies and the law require;
  • making reasonable attempts to contact you where follow-up or an appointment is required in relation to your results. Contact attempts are made in accordance with RACGP guidelines, are recorded on your patient file, and may be made via multiple methods;
  • reviewing your pathology results;
  • contacting you if your pathology results are abnormal or are deemed notifiable by Us or by law;
  • sending notice of normal pathology results (non-infectious) to you electronically via the Patient Portal;
  • sending notice of abnormal pathology results (infectious) to you with follow-up instructions electronically via the Patient Portal;
  • reporting all carriers of notifiable diseases (as identified by the Australian Department of Health and set out in the National Notifiable Diseases Surveillance System from time to time) to relevant government health departments for follow-up and for the purpose of keeping statistical records; and
  • undertaking all other actions or notifications required by Us, Our providers, or the law.

By using the Site, you acknowledge and agree that:

  • it is your responsibility to follow up and check your results in the Patient Portal;
  • test results are usually available within 2 to 3 business days of visiting a collection centre. This is not guaranteed. Timeframes may vary depending on the complexity of the test, the location of the collection centre, public holidays, or where abnormal or inconclusive results require confirmation testing or recollection;
  • except where your results are abnormal or notifiable (in which case we will contact you as set out above), We have no obligation to contact you personally about your test results; and
  • you cannot claim against Us for failure to review your results in the Patient Portal, except where We have failed to contact you about abnormal or notifiable results as required under this clause.

My Health Record

Hyphen Health does not upload clinical records, pathology results, or other health information to My Health Record. We have no technical connection to the My Health Record system.

Where we refer you to a third-party pathology provider for testing, that provider may upload your results to My Health Record in accordance with their own policies and processes. This occurs independently of Hyphen Health and is outside our control. While our pathology referrals may include instructions regarding My Health Record preferences, we cannot guarantee that third-party providers will action those instructions.

If you wish to control what information appears on your My Health Record, you can manage your record settings, remove documents, or cancel your record through your myGov account or by contacting the My Health Record Help Line on 1800 723 471. You can also contact the relevant pathology provider directly to request changes to how your results are handled.

Pathology fees and Medicare

If you do not provide a valid Medicare number, the pathology clinic may charge you the full fee for testing, which can be upwards of $300. This charge is entirely at the discretion of the pathology provider and is outside our control, as pathology clinics operate independently of RoidSafe.

The fee you pay to RoidSafe covers the referral only, not the pathology testing itself. To avoid unexpected costs, ensure you sign and date the Medicare Assignment section of your referral before attending your chosen pathology centre. If you are unsure whether a pathology clinic will bulk bill, we recommend calling them in advance to confirm their billing policies.

If you have concerns about pathology charges, please contact us and we will do our best to assist.

Data retention

We retain your personal and health information in accordance with legal and regulatory requirements. As a general guide:

  • adult medical records are retained for at least 7 years from the last clinical entry;
  • records for children and young people are retained until the individual reaches the age of 25, or for 7 years from the last health service provided, whichever is the longer period;
  • pathology results are retained as part of your medical record in our clinical systems;
  • Medicare and PBS records are retained for at least 7 years in accordance with Services Australia requirements; and
  • financial records are retained for at least 7 years.

When information is no longer required, it is securely destroyed or de-identified. If you request deletion of your information, we will take reasonable steps to comply, except where we are required or authorised by law to retain it, or where retention is necessary for the establishment, exercise, or defence of legal claims. For further detail, refer to our Privacy Policy.

Termination of access

We may at any time immediately terminate your access, including restricting access, to the Site or any of its features for any reason (including due to your breach or alleged breach of these Terms and Conditions), in Our sole discretion and without prior notice. Any indemnities given by you and any limitations of Our liability survive termination.

Account closure and data

If you wish to close your patient account, please contact us at admin@roidsafe.com.au. Upon receiving your request, we will deactivate your account. Please be aware that we are required by law to retain your health and medical records for a minimum period after your last clinical contact, as set out in our Data Retention section above. This means that not all of your information can be immediately deleted upon request. Where retention is not legally required, we will take reasonable steps to securely destroy or de-identify your information.

For full details on how we handle your information after account closure, including your rights of access and correction, refer to our Privacy Policy.

Applicable law

The law of the State of New South Wales, Australia governs these Terms and Conditions. Any disputes or claims will be resolved by a court located in the State of New South Wales.

Our policies

By using the Site, you confirm that you have read and understood Our policies and have consented to their requirements.

You must not upload any personal information of another individual to the Site unless you have first made them aware of Our policies and obtained their consent.

Our Privacy Policy forms part of these Terms and Conditions and should be read together with them. The Privacy Policy explains how We collect, hold, use, disclose, and protect personal information and health information, including how We handle information across all brands operated by Hyphen Health Pty Ltd. A copy is available on the Site.

Complaints

If you have a complaint about how we have handled your personal information or health information, please contact us by email at admin@roidsafe.com.au. We will acknowledge complaints within 7 business days and aim to provide a substantive response within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner at www.oaic.gov.au.

For complaints about clinical care or treatment, please contact us using the details below and we will direct your complaint to the appropriate clinical governance team.

Contacting us

For general enquiries, please use the Contact Form on the Site or email admin@roidsafe.com.au.

For privacy and complaints enquiries, please email admin@roidsafe.com.au.

Hyphen Health Pty Ltd
ABN 77 646 122 910
PO Box 3229 Thornton NSW 2322
Ph 1300 479 023

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