Terms and Conditions

My Medical Cert Terms and Conditions

Last updated: March 2026

These Terms and Conditions (Terms) govern your access to and use of the website, platform, applications, content, communications and services made available by NEW SITE VENTURES PTY LTD trading as My Medical Cert (ACN 692 699 246 / ABN 74 692 699 246) (My Medical Cert, we, us, our).

Website: https://mymedicalcert.com.au/
Contact: contact@mymedicalcert.com.au

By accessing or using any part of the My Medical Cert platform, or by requesting, registering for, booking, purchasing or receiving any service made available through it, you agree to be bound by these Terms. If you do not agree, you must not use the platform or any services.

If you access or use the platform for another person, including a child or dependant, you represent that you have authority to do so and you agree to these Terms on their behalf.

1. Important notice

My Medical Cert does not provide emergency medical care.

If you have a medical emergency, or think you may have a serious or life-threatening condition, call 000 immediately or attend your nearest hospital emergency department. Do not use the platform for urgent or emergency conditions, including chest pain, shortness of breath, severe bleeding, seizures, stroke symptoms, suicidal thoughts, severe allergic reactions or any other condition requiring immediate in-person care.

Telehealth and online assessment services are not appropriate for all conditions, users or clinical situations.

2. Scope of these Terms

These Terms apply to:

1.    your access to and use of our website, patient portal, forms, messaging systems, communications, digital tools, educational materials and related technology (Platform);

2.    any request, enquiry, booking, order, submission or payment made through the Platform;

3.    any health, telehealth, administrative or support services facilitated, arranged or made available through the Platform; and

4.    any interaction between you and us, or between you and third-party providers accessed through or in connection with the Platform.

3. Our role

My Medical Cert operates a digital platform that may:

1.    provide access to online health-related workflows, forms, screening tools and service information;

2.    facilitate access to healthcare practitioners, pharmacists, pathology providers, radiology providers, delivery partners or other service providers;

3.    facilitate the collection of information from you for clinical, administrative and operational purposes;

4.    facilitate communications, bookings, payments, document delivery and other support functions; and

5.    provide general educational and informational material.

Unless expressly stated otherwise, we do not ourselves provide medical diagnosis, treatment or clinical care. Clinical services are provided by appropriately qualified and registered independent practitioners or provider organisations who exercise their own professional judgement.

4. Independent healthcare providers

Healthcare services arranged or facilitated through the Platform may be provided by independent third parties, including but not limited to:

·  AHPRA-registered medical practitioners;

·  nurse practitioners;

·  registered pharmacists;

·  pathology providers;

·  radiology providers;

·  pharmacies;

·  allied health providers; and

·  other healthcare organisations or service partners.

When you receive a clinical service, referral, script, certificate, letter, opinion, assessment or other outcome from one of these providers, a direct provider-patient relationship is formed between you and that provider.

You acknowledge and agree that:

1.    those providers are responsible for their own clinical judgement, records, treatment decisions and legal obligations;

2.    we are not a substitute for your regular GP or usual healthcare team;

3.    we do not guarantee that any provider will accept your request, communicate with you, prescribe a product, issue a certificate, provide a referral or produce a particular clinical outcome;

4.    providers may decide that an online service is inappropriate and may require an in-person consultation or further information before proceeding; and

5.    to the extent permitted by law, we are not responsible for the acts, omissions, advice, treatment, delays, product supply, or other services of independent providers.

5. Eligibility and location requirements

To use the Platform or request services, you represent and warrant that:

1.    you are at least 18 years old, or you are using the Platform with the knowledge and authority of a parent, guardian or other authorised representative;

2.    you have legal capacity to enter into these Terms;

3.    any information you provide is accurate, complete and up to date;

4.    you will only use the Platform for lawful purposes;

5.    where a service is intended for users in Australia, you are located in Australia when requesting and receiving that service unless expressly stated otherwise; and

6.    you have a valid Australian residential address where required for the relevant service.

We may refuse access or decline a request if eligibility, identity, location or legal requirements are not met.

6. Accounts, identity and security

You may need to create an account, verify your identity or provide contact details in order to use certain parts of the Platform.

You must:

1.    keep your login details secure and confidential;

2.    not share your account or permit any other person to use it without authorisation;

3.    provide accurate and current details, including your full legal name, date of birth, phone number, email address and other requested information;

4.    promptly update your details if they change; and

5.    notify us immediately if you suspect unauthorised access, misuse or compromise of your account or contact channels.

You are responsible for all activity conducted through your account unless caused by our proven fault.

We may use verification codes, emails, SMS, calls, secure links, identity checks or third-party verification services to confirm your identity or contact details.

7. Minors, dependants and third-party use

If you use the Platform for another person, you represent and warrant that you have lawful authority to do so.

Where the user is under 18 years of age, additional consent, supervision and verification requirements may apply. We and our provider partners may refuse to deliver services to a minor or dependant unless the relevant provider is satisfied that all legal and clinical requirements have been met.

Adult users will not be given access to another adult’s health information unless that adult has provided valid consent or legal authority exists.

8. Your obligations when using the Platform

You must:

1.    answer all questions honestly, accurately and completely;

2.    provide all relevant health, medication, allergy, history and other information requested;

3.    promptly respond to follow-up questions or verification requests;

4.    read any instructions, warnings, consent materials and service-specific notices presented to you;

5.    use the Platform only for genuine personal healthcare, support or related administrative purposes; and

6.    seek in-person care where clinically appropriate.

You must not:

1.    provide false, misleading or incomplete information;

2.    impersonate another person or create an account in someone else’s name without authority;

3.    request documents, medicines, referrals, certificates or other outcomes fraudulently or for an improper purpose;

4.    attempt to pressure or manipulate providers into issuing a particular outcome;

5.    misuse, reverse engineer, scrape, copy, disrupt or interfere with the Platform;

6.    transmit viruses, malware or malicious code;

7.    use bots, scripts or automated tools without our written consent;

8.    infringe our rights or the rights of any third party; or

9.    use the Platform in a way that is unlawful, abusive, threatening, offensive or unsafe.

9. Nature of telehealth and online services

You acknowledge and agree that telehealth, online forms, asynchronous messaging and digital assessment tools have limitations. These may include limitations in examination, diagnostic certainty, identity verification, completeness of information, technological issues, delays and the suitability of remote care for your condition.

You understand that:

1.    a provider may decide that remote care is not clinically appropriate;

2.    some services require review of your questionnaire only, while others may require messaging, phone, video or in-person follow-up;

3.    there may be delays in response times, especially during high demand periods or where additional review is required;

4.    technology failures may interrupt or prevent a consultation or service; and

5.    not all conditions can be assessed or managed safely online.

10. No guarantee of outcome

Submitting a request, completing a questionnaire, paying a fee or accessing the Platform does not guarantee that you will receive:

·  a consultation;

·  a prescription;

·  a referral;

·  a pathology request;

·  a radiology request;

·  a medical certificate;

·  a pharmacist-issued absence from work certificate;

·  a carer’s leave certificate;

·  a treatment plan;

·  a letter;

·  a diagnosis; or

·  any other particular outcome.

Any clinical outcome is always subject to the relevant practitioner’s professional judgement, legal authority, scope of practice and assessment of appropriateness.

11. Medical certificates, absence from work certificates and similar documents

Where My Medical Cert facilitates access to medical certificates, pharmacist-issued absence from work certificates, carer’s leave certificates or similar documents, you acknowledge and agree that:

1.    such documents may only be issued where the relevant practitioner or pharmacist considers it clinically and legally appropriate;

2.    certificates cannot be backdated unless permitted by law and clinically appropriate in the provider’s judgement;

3.    the period covered by any certificate is determined solely by the issuing provider;

4.    some employers, schools, universities, insurers or third parties may refuse to accept certain certificate types, including certificates issued by pharmacists rather than doctors;

5.    it is your responsibility to check whether the receiving organisation will accept the certificate you request;

6.    a pharmacist is not a medical practitioner and cannot issue a medical certificate unless legally permitted to do so in the relevant context;

7.    requests for workers’ compensation, fitness-for-duty, return-to-work, pregnancy-related leave, compassionate leave, insurance or other specialised documents may be declined or referred elsewhere; and

8.    we do not guarantee that any third party will accept a certificate or other document obtained through the Platform.

12. Prescriptions, medicines and pharmacy fulfilment

If the Platform facilitates prescription services, medicine supply, repeats, eScripts, pharmacy fulfilment or delivery, you acknowledge and agree that:

1.    prescriptions are issued only at the independent prescriber’s discretion and where legally and clinically appropriate;

2.    certain medicines may be restricted, unavailable, inappropriate, require prior review, or require an in-person consultation;

3.    we do not guarantee that any medicine, dose, brand, repeat, substitute or delivery option will be available;

4.    pharmacies are independent providers responsible for dispensing decisions, stock, substitutions, counselling, fulfilment and delivery arrangements;

5.    delivery timeframes are estimates only and may be affected by pharmacy, courier, location, verification or stock issues;

6.    you are responsible for ensuring your delivery details are correct and that you are legally permitted to receive the medicine supplied;

7.    some medicines may not be refundable once dispensed or dispatched, except as required by law; and

8.    you must follow all medicine directions and seek urgent medical help if you experience side effects or adverse reactions.

13. Referrals, pathology, imaging and third-party diagnostics

If the Platform facilitates referral letters, pathology requests, imaging requests or similar diagnostic services:

1.    the relevant practitioner decides whether a referral or request is appropriate;

2.    the referred provider or diagnostic service is an independent third party;

3.    turnaround times, appointment availability, billing, bulk billing, result delivery and follow-up are determined by the third-party provider;

4.    you may be free to choose another diagnostic provider unless the referral states otherwise;

5.    results may be sent to the requesting practitioner, to you, or both, depending on the service and legal requirements; and

6.    we are not responsible for delays, availability, testing outcomes, reporting, fees or follow-up obligations of those providers.

14. Fees, pricing and payment

You agree to pay all fees, charges and amounts disclosed to you at the time of purchase, request or booking.

Unless otherwise stated:

1.    all fees are in Australian dollars;

2.    fees must be paid in advance;

3.    fees may include platform, administrative, provider, fulfilment, delivery or transaction components;

4.    fees may vary depending on the service, provider, time of day, urgency, location, complexity or other factors; and

5.    we may use third-party payment processors to process payments securely.

You authorise us and our payment processors to charge your nominated payment method for all approved fees and related charges.

If your payment fails, we may suspend or cancel your access or decline to process your request.

15. Refunds and cancellations

Nothing in these Terms limits your rights under the Australian Consumer Law.

Subject to those rights and any service-specific policy disclosed to you:

1.    fees for completed consultations, completed reviews, issued documents, dispensed medicines, processed referrals or completed administrative services are generally non-refundable;

2.    if a provider determines that your requested outcome is not clinically appropriate after reviewing your submission, any refund entitlement will depend on the specific service terms presented at checkout or on the relevant service page;

3.    if an appointment-based service is offered, missed appointments or late cancellations may result in forfeiture of some or all fees;

4.    pharmacy and delivery fees may be non-refundable once a medicine has been dispensed, prepared or dispatched, except where required by law; and

5.    where a refund is approved, it will generally be returned to the original payment method.

We may issue account credit instead of a cash refund where permitted by law and where agreed or reasonably necessary.

16. Medicare, private health and rebates

Unless expressly stated otherwise, fees for services made available through the Platform may not be bulk billed and may not be eligible for Medicare or private health rebates.

If a service is stated to be bulk billed or rebate-eligible:

1.    eligibility rules set by Medicare, the provider, law or payer will apply;

2.    you must provide accurate Medicare and related details where required;

3.    rebate availability is not guaranteed until processed;

4.    if a rebate, bulk billing or claim cannot be processed for any reason, you may remain responsible for the full fee; and

5.    we are not responsible for decisions made by Medicare, private insurers or other third-party payers.

17. Communications and electronic consent

You consent to us and our provider partners contacting you by email, SMS, phone, secure message, push notification or other electronic means for purposes including:

·  identity verification;

·  account management;

·  service updates;

·  follow-up questions;

·  clinical communication;

·  document delivery;

·  prescriptions and referrals;

·  invoices and payment issues;

·  support; and

·  legal, privacy and operational notices.

You are responsible for ensuring your contact details are correct and for checking messages sent to you.

Electronic communications may not always be secure outside our systems. You accept the risks inherent in electronic communication, except to the extent caused by our failure to take reasonable measures required by law.

18. Privacy and health information

Your privacy is important to us. Our collection, use, storage and disclosure of personal information, sensitive information and health information is governed by our Privacy Policy and applicable law.

By using the Platform, you acknowledge and agree that:

1.    we may collect personal and health information from you directly and from third parties where permitted by law;

2.    we may use and disclose that information to providers, pharmacies, laboratories, imaging centres, payment processors, technology vendors, identity verification providers and other service partners where reasonably required to provide the Platform or related services;

3.    providers may create and maintain their own clinical records as required by law and professional standards;

4.    we may store records, communications, forms, certificates, notes and related data in Australia or, where permitted by law and disclosed in our Privacy Policy, with service providers in other jurisdictions;

5.    some consultations, calls or interactions may be recorded or logged for quality, training, security, legal or operational purposes where lawful; and

6.    you should review our Privacy Policy carefully before using the Platform.

19. Marketing and promotional communications

We may send you service announcements, product updates, promotional offers, educational materials or marketing communications where permitted by law.

You can opt out of marketing communications at any time using the unsubscribe function or by contacting us. Opting out of marketing will not stop essential service, account, legal or safety communications.

20. User content and submissions

If you upload, submit, transmit or otherwise provide any content, information, images, documents, reviews, messages or other materials through the Platform (User Content), you represent and warrant that:

1.    you own the content or have all rights and consents needed to provide it;

2.    it is accurate and not misleading;

3.    it does not infringe any person’s rights or breach any law; and

4.    it does not contain malicious code or harmful material.

You grant us a non-exclusive, worldwide, royalty-free licence to use, host, copy, transmit, store, reproduce and otherwise deal with User Content to the extent reasonably required to operate, improve, secure and provide the Platform and related services, and to meet legal obligations.

We may remove or refuse User Content at our discretion if we believe it is unlawful, unsafe, inaccurate, abusive, infringing or otherwise inappropriate.

21. Intellectual property

We or our licensors own all rights, title and interest in the Platform, including all software, branding, text, graphics, workflows, designs, content, functionality and other materials made available through it, excluding your personal information and provider-owned clinical records where applicable.

You are granted a limited, revocable, non-exclusive, non-transferable licence to access and use the Platform for personal, lawful and non-commercial purposes in accordance with these Terms.

You must not copy, reproduce, modify, distribute, create derivative works from, reverse engineer, frame, mirror, scrape, republish, sell or exploit any part of the Platform without our prior written consent, except as permitted by law.

22. Third-party sites, tools and integrations

The Platform may contain links to third-party websites, apps, pharmacies, providers, payment systems or other services. We do not control and are not responsible for third-party content, terms, privacy practices, products or services.

Your use of third-party services is at your own risk and may be subject to separate terms and policies.

23. Availability, downtime and changes

We may update, suspend, modify, discontinue or restrict access to any part of the Platform or any service at any time, with or without notice.

We do not guarantee uninterrupted availability, error-free performance, compatibility with your device or browser, or that the Platform will always be secure or free from bugs or harmful components.

We may perform maintenance, security updates, patches, feature changes or service reconfiguration at any time.

24. Suspension and termination

We may suspend, restrict or terminate your access to the Platform or any service immediately if:

1.    you breach these Terms;

2.    we suspect fraud, misuse, unlawful conduct or safety risks;

3.    we are required to do so by law, a regulator or a provider partner;

4.    we cannot verify your identity, authority, location or payment details;

5.    continued access may expose us, providers or others to risk; or

6.    we decide to discontinue the relevant service.

You may stop using the Platform at any time.

Termination does not affect accrued rights, outstanding fees, legal obligations, or provisions of these Terms that are intended to survive termination.

25. Consumer law and statutory rights

Nothing in these Terms excludes, restricts or modifies any guarantee, warranty, right or remedy you may have under the Australian Consumer Law or any other non-excludable law.

To the extent permitted by law, where a non-excludable guarantee applies and liability cannot be excluded, our liability is limited, at our option, to resupplying the relevant services or paying the reasonable cost of having those services supplied again.

26. Disclaimers

To the maximum extent permitted by law:

1.    the Platform and all non-clinical content are provided on an “as is” and “as available” basis;

2.    we do not warrant that the Platform will be uninterrupted, error-free, secure or fit for your particular purpose;

3.    general information on the Platform is not medical advice and must not be relied upon as a substitute for professional medical assessment, diagnosis or treatment;

4.    we do not guarantee the accuracy, completeness or currency of third-party information, provider information, external links or user-submitted content; and

5.    we do not guarantee that any service is appropriate, available or lawful for your specific circumstances.

27. Limitation of liability

To the maximum extent permitted by law:

1.    we are not liable for any indirect, incidental, special, consequential or punitive loss, or any loss of profit, revenue, opportunity, goodwill, data or business interruption;

2.    we are not liable for the acts, omissions, advice, treatment, delays, products, results or failures of independent healthcare providers, pharmacies, pathology providers, imaging providers, couriers, payment processors or other third parties;

3.    we are not liable for your failure to seek appropriate medical care, disclose relevant information, follow professional advice or comply with instructions;

4.    we are not liable for third-party rejection of any certificate, prescription, referral or similar document; and

5.    our aggregate liability to you for claims arising out of or in connection with these Terms, the Platform or any service facilitated by us is limited to the amount you paid directly to us for the relevant service giving rise to the claim in the 12 months before the event giving rise to liability.

28. Indemnity

You indemnify us, our related bodies corporate, officers, employees, contractors and agents against any claim, loss, liability, damage, cost or expense arising from or in connection with:

1.    your breach of these Terms;

2.    your unlawful, fraudulent or improper use of the Platform;

3.    information or content you provide that is false, misleading or infringes another person’s rights; or

4.    your misuse of any certificate, script, referral, medicine or service obtained through the Platform.

This indemnity applies only to the extent permitted by law and does not apply to loss caused by our fraud, wilful misconduct or breach of non-excludable rights.

29. Complaints and support

If you have a complaint about the Platform, billing, customer support or a non-clinical matter, please contact us using the details below.

If your complaint relates to clinical care provided by an independent practitioner, pharmacy or provider, we may forward the complaint to the relevant provider or ask you to contact them directly. We may also assist in coordinating the complaint where appropriate.

Contact: contact@mymedicalcert.com.au

30. Changes to these Terms

We may amend these Terms from time to time. Updated Terms will be published on our website and will take effect from the date of publication unless otherwise stated.

Where required by law, we will provide notice of material changes. Your continued access to or use of the Platform after updated Terms take effect constitutes acceptance of those updated Terms.

31. General

1.    These Terms constitute the entire agreement between you and us in relation to the Platform, except to the extent a separate service-specific policy or consent form applies.

2.    If any provision is invalid or unenforceable, the remaining provisions continue in full force.

3.    Our failure to enforce a right is not a waiver of that right.

4.    You may not assign your rights or obligations under these Terms without our written consent.

5.    We may assign or transfer our rights and obligations under these Terms as part of a restructure, sale, outsourcing or business transfer.

32. Governing law

These Terms are governed by the laws of Victoria, Australia. You submit to the non-exclusive jurisdiction of the courts of that State or Territory and any courts entitled to hear appeals from those courts.

33. Definitions

In these Terms:

Platform means the My Medical Cert website, apps, forms, portals, tools, messaging systems, content and related technology.

Provider means any independent healthcare practitioner, pharmacist, pathology provider, imaging provider, pharmacy, allied health provider or other third-party provider made available through or in connection with the Platform.

Services means any platform, administrative, facilitation, telehealth, clinical, pharmacy, referral, diagnostic, delivery, support or related service made available through or in connection with the Platform.

You and your mean the person accessing or using the Platform, and where relevant any person for whom that person lawfully acts.