Telehealth Terms of Service

Telehealth involves the delivery of healthcare services using electronic communication technologies, including video conferencing, telephone, and secure messaging platforms.

Primal Zone uses telehealth to provide consultations with Australian registered medical practitioners, allowing you to receive quality healthcare from the comfort of your home or another convenient private location.

By using Primal Zone's telehealth services, you acknowledge that you understand and consent to the following:

• The nature, benefits, and limitations of telehealth consultations
• How your personal and health information will be collected, used, and disclosed
• Your rights and responsibilities as a telehealth patient
• The risks and benefits of telehealth compared to in-person consultations
• The terms and conditions governing your use of our telehealth services

• Convenient access to healthcare from anywhere in Australia
• Reduced travel time and associated costs
• Flexible appointment scheduling
• Access to specialist healthcare practitioners experienced in men's health
• Discreet and private consultations
• Continuity of care through secure messaging and follow-up
• Electronic prescribing and medication delivery

While telehealth provides many benefits, there are limitations you should be aware of:

• Physical examinations cannot be performed remotely
• Some conditions may require in-person assessment, examination, or testing
• Technical issues may occasionally interrupt or delay consultations
• Emergency medical services are not provided via telehealth
• Prescription of certain medications may require additional verification or monitoring
• The practitioner may determine that telehealth is not appropriate for your condition

Our practitioners will advise you if your condition requires in-person care and may refer you to appropriate services.

To participate in telehealth consultations, you will need:

• A smartphone, tablet, or computer with a camera and microphone
• A stable internet connection (minimum recommended speed of 1.5 Mbps)
• A private, quiet location where you will not be interrupted during your consultation
• Access to the Primal Zone patient portal or compatible video platform
• A valid email address and Australian mobile phone number

Our support team can assist you with technical setup and troubleshooting if needed.

We take your privacy seriously. All telehealth consultations are conducted using secure, encrypted platforms that comply with Australian privacy standards and healthcare regulations.

• Consultations are not recorded unless you provide explicit consent and recording is clinically necessary
• Your health information is stored securely and accessed only by authorised healthcare personnel
• We comply with the Privacy Act 1988, Health Records legislation, and Australian Privacy Principles
• Third parties are only given access to your information as outlined in our Privacy Statement

For more information, please refer to our Privacy Statement.

• Receive the same standard of care as an in-person consultation
• Ask questions and receive clear explanations about your care and treatment options
• Request an in-person referral if you prefer face-to-face care
• Withdraw consent and discontinue telehealth services at any time
• Access your medical records and request copies
• Have a support person present during your consultation
• Lodge a complaint if you are dissatisfied with your care

• Provide accurate and complete health information, including all medications, supplements, and health conditions
• Ensure you are in a private location during consultations where you can speak freely
• Have your identification available for verification when required
• Test your technology before scheduled appointments
• Be on time for scheduled consultations
• Follow your treatment plan as directed by your practitioner
• Attend required monitoring appointments and complete blood tests when requested
• Contact us immediately if you experience any adverse effects from treatment

Telehealth services are not appropriate for medical emergencies. If you experience any of the following, please call 000 (Triple Zero) immediately or go to your nearest hospital emergency department:

• Severe chest pain or difficulty breathing
• Signs of stroke (sudden numbness, confusion, vision problems, severe headache)
• Severe allergic reaction or anaphylaxis
• Thoughts of self-harm or suicide
• Any life-threatening condition

If you experience non-emergency but urgent symptoms outside of consultation hours, please contact Healthdirect on 1800 022 222 or visit your local GP or urgent care centre.

If treatment is clinically appropriate, your practitioner may issue electronic prescriptions that can be dispensed at any Australian pharmacy or fulfilled through our partner pharmacy with discreet home delivery.

By using our services, you acknowledge that:

• Not all medications can be prescribed via telehealth
• Certain medications require additional monitoring, including regular blood tests
• You will follow dosage instructions precisely as directed
• You will not share prescribed medications with any other person
• You will notify your practitioner of any adverse effects or concerns
• Prescriptions are issued at the sole discretion of the prescribing practitioner

Your ongoing care is important to us. Depending on your treatment plan, you may be required to:

• Attend regular follow-up telehealth consultations
• Complete blood tests or other pathology as directed
• Respond to check-in messages from our clinical team
• Report any changes in your health, symptoms, or medications

Failure to attend required follow-up appointments or complete required monitoring may affect your ongoing treatment and prescriptions may not be renewed.

Fees for telehealth consultations are displayed on our Platform before you book. Payment is required at the time of booking unless otherwise specified.

Please refer to our Terms and Conditions and Refund Policy for information about cancellations and refunds.

You may withdraw your consent to telehealth services at any time by:

• Notifying your treating practitioner during a consultation
• Contacting our support team in writing
• Using the patient portal to update your preferences

Withdrawal of consent does not affect the lawfulness of any care provided before withdrawal. If you withdraw consent, we can assist with referral to alternative healthcare providers if required.

By using Primal Zone's telehealth services, you confirm that:

• You have read and understood these Telehealth Terms of Service
• You understand the benefits, risks, and limitations of telehealth
• You consent to receive healthcare via telehealth
• You are physically located in Australia during consultations
• You agree to provide accurate and complete health information
• You agree to the terms outlined in this document and our Terms and Conditions

If you have questions about these Telehealth Terms of Service or our services, please contact us:

Primal Zone Pty Ltd

Email: ignite@primalzone.com.au

Phone: 1800 774 625

For medical concerns between consultations, please use the secure messaging feature in your patient portal.