Terms of Service

These terms govern your use of MedCall, a secure video-consultation service operated by Westergaard Pty Ltd (ABN 22 663 084 900), trading as Telehealth Australia Group (“MedCall”, “we”, “us”). By creating an account or joining a consult, you agree to these terms.

What MedCall is

MedCall is a platform for conducting video and text-chat consultations between a clinician and a patient. It is a communication tool only. It is not a medical provider, does not provide medical advice, and is not a substitute for a clinician's professional judgement.

Not for emergencies

MedCall must not be used for medical emergencies. If you or someone else needs urgent help, call 000 (within Australia) or attend your nearest emergency department.

Who can use it

Clinician accounts are for healthcare practitioners registered to practise in Australia (for example, with the Australian Health Practitioner Regulation Agency) and must include a valid registration number. You are responsible for the accuracy of your registration details, for keeping your login secure and for activity under your account. We may decline, suspend or revoke an account at our discretion.

Practice accounts

Every MedCall account belongs to a practice. A clinician working alone has a practice of one. If you set up or manage a practice account, you confirm you are authorised to do so on the practice's behalf. The practice is responsible for the people it adds, for removing people who should no longer have access, and for the fees for each clinician on its account. Practice managers can see account and usage details (such as how many consults each clinician has run) but not the content of consults.

Clinicians' responsibilities

If you are a clinician, all professional and legal obligations that apply to a consultation remain entirely yours — including obtaining the patient's consent to a telehealth consult, verifying patient identity, clinical decision-making, record-keeping and clinical notes, billing, and following the guidelines of your profession and registration body. You are responsible for entering the correct patient mobile number and for the content you share in a consult. MedCall keeps no clinical record on your behalf; your practice management software remains your system of record.

Patients

If you join a consult as a patient, you do so at the invitation of your clinician. You should join from a private place and a device with a camera and microphone. MedCall does not charge patients and does not create patient accounts.

Acceptable use

You agree not to misuse MedCall: no unlawful, harmful or fraudulent use; no sending of consult invitations to people who have not agreed to a consult; no attempts to breach security, probe, overload or reverse the service; and no use that infringes others' rights. We apply rate limits and may suspend accounts that appear to be misusing the service, including to prevent messaging abuse.

Fees and billing

New accounts start with a free trial. After the trial, continuing to start new consults requires a paid subscription. Fees are charged per clinician on the practice account, monthly in advance, at the price shown when you subscribe. Prices include GST, and we issue tax invoices. Payments are processed by our payment provider, Stripe; we do not store card details.

Subscriptions renew each month until cancelled. When clinicians are added to or removed from a practice account, the fee is adjusted on a pro-rata basis. You can cancel at any time from the Billing page; cancellation takes effect at the end of the current billing period, and you keep access until then. Except where required by law, fees already paid are not refundable for partial periods.

If a payment fails, we may pause the ability to start new consults until it is resolved. We may change our prices by giving at least 30 days' notice; if you don't accept a change, you can cancel before it takes effect. Accounts we have agreed to provide free of charge are not billed while that arrangement continues.

Availability

We work to keep MedCall reliable but do not guarantee uninterrupted or error-free service. Video calling depends on your device, browser and internet connection, and on networks we do not control. We may change, suspend or discontinue features, or perform maintenance, at any time.

Privacy and data handling

Our handling of personal information is described in our Privacy Policy, which forms part of these terms. In running a consult we handle patient information on your behalf and only to provide the service. We store consult data in Australia, use the service providers listed on our Trust & compliance page, and will tell you promptly if we become aware of a data breach affecting your consults, so that you can meet your own obligations. You remain responsible for the clinical record and for your own privacy obligations to your patients.

Intellectual property

MedCall, its software, branding and content are owned by us or our licensors. We grant you a limited, revocable, non-transferable right to use the service in accordance with these terms. You retain ownership of the content you share in a consult.

Disclaimers and liability

MedCall is provided “as is”. To the extent permitted by law, we exclude all warranties not expressly set out here. Nothing in these terms excludes rights you have under the Australian Consumer Law that cannot be excluded. To the extent permitted by law, our liability arising from your use of MedCall is limited, and we are not liable for clinical outcomes, which remain the responsibility of the treating clinician, or for loss arising from factors outside our reasonable control such as your device, browser or network.

Termination

You may stop using MedCall, cancel your subscription and ask us to close your account at any time. We may suspend or terminate access if you breach these terms, if fees are unpaid, or to protect the service or its users.

Governing law

These terms are governed by the laws of Queensland, Australia, and you submit to the courts of that jurisdiction.

Contact

Questions about these terms? Email hello@medcall.au.