1. Nature of Services

Reset Healthcares provides telehealth medical services only.

All services are delivered by AHPRA-registered medical practitioners and are provided in accordance with Australian laws, professional standards, and clinical guidelines.

Care is provided following:

• Individual clinical assessment
• Independent professional judgment

Reset Healthcares does not provide emergency care. If you require urgent or emergency assistance, please call 000.

2. Scope of Care

Reset Healthcares provides telehealth services across a range of clinical areas, including:

• Men’s health
• Women’s health
• Mental wellbeing
• Weight management
• Sleep and rest issues
• Sexual health

Not all services are suitable for all patients. Access to care is subject to clinical appropriateness and practitioner discretion.

3. Prepaid Medical Services

Reset Healthcares operates on a prepaid medical services model.

The $150 prepaid fee covers:

• Clinical assessment
• Professional medical time
• Telehealth consultations for up to 12 months, subject to clinical appropriateness
• Development of a personalised care plan
• Review of relevant medical history and records

The prepaid fee does not guarantee:

• Any specific treatment or medication
• Access to ongoing care where not clinically appropriate
• Clinical outcomes or results

The fee relates solely to services provided by Reset Healthcares and does not include pharmacy services or other third-party costs.

4. Coordinated Care (Condition-Specific)

Reset Healthcares provides care on the basis of coordinated medical management for each treated condition.

While care for a condition is active, Reset Healthcares acts as the primary coordinating medical service for that condition to support:

• Safe monitoring
• Appropriate clinical oversight
• Continuity of care

5. Patient Disclosure Obligations

Patients are required to disclose:

• Any other treating practitioners involved in care for the same condition
• Any changes to care arrangements relating to the same condition

Ongoing disclosure is required throughout the period of care to support patient safety and clinical decision-making.

6. Multiple Practitioners & Safety

For patient safety and continuity of care, Reset Healthcares may decline or discontinue services where:

• Care for the same condition is being provided by multiple practitioners
• Safe monitoring or coordinated care cannot be maintained
• Clinical, safety, or governance concerns are identified

Decisions are made in the interest of patient safety and professional responsibility.

7. Right to Discontinue & Discharge

Reset Healthcares may discontinue services and formally discharge a patient where:

• Coordinated care cannot be maintained
• Duplicate or overlapping care exists for the same condition
• Required disclosures are not provided
• Ongoing care is no longer clinically appropriate
• Safety or professional obligations require discontinuation

Patients will be notified of discharge where practicable.

8. Effect of Discharge on Prepaid Fees

Discharge or discontinuation of services:

• Does not constitute a failure of service
• Does not entitle the patient to a refund once services have commenced

The prepaid fee reflects clinical assessment, professional time, and access already provided, and is subject to Australian Consumer Law.

9. Refund Policy

Refunds may only be considered where no consultation or clinical assessment has occurred.

Once a consultation or medical service has been provided:

• Refunds are not available
• Discharge for safety, coordination, or duplicate care does not trigger a refund

10. Pharmacies & Medication Supply

Reset Healthcares provides medical consultation and clinical assessment only.

Where applicable, medications are supplied by independent pharmacies, which operate separately from Reset Healthcares. Pharmacies will:

• Contact patients directly
• Discuss medication availability, timing, and cost

Reset Healthcares does not control pharmacy pricing, stock, or dispensing timeframes. Patients may nominate their own pharmacy. Patients are responsible for coordinating medication supply and availability. Reset Healthcares will assist where reasonably practicable but cannot guarantee availability, pricing, or timeframes.

11. Patient Choice

Patients remain free to:

• Seek care from other healthcare providers
• Transfer care at any time

Where care is transferred for the same condition, Reset Healthcares may discontinue services to support safe and coordinated care.

12. Limitation of Liability

Services are provided with due care and skill. Reset Healthcares is not responsible for:

• Outcomes based on incomplete or inaccurate information provided by the patient
• Decisions or actions taken by other healthcare providers

Liability is limited to the extent permitted by law.

13. Privacy & Records

Reset Healthcares handles personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Further information is available in the Reset Healthcares Privacy Policy.