Terms of Service

Who you are dealing with

MEDLAB360 is operated by Medlab Global Pty Ltd, ABN 73 645 048 022. Clinical services are delivered by Medlab Healthcare. Medlab Global Pty Ltd is the supplier for everything you pay for here, and its ABN appears on your tax invoice.

These terms apply when you use the MEDLAB360 app or website, or buy anything through them.

This is not an emergency service

MEDLAB360 is not for emergencies and is not monitored around the clock. If you are seriously unwell, or your symptoms are severe or getting worse quickly, call 000 or go to your nearest emergency department. If you need medical help sooner than your booked appointment, contact your general practitioner or call 13 HEALTH (13 43 25 84).

What we provide

Three things:

• Consultations with a doctor — by telephone, or in person at our Gold Coast clinic.
• Pathology tests you order yourself — from a set menu of tests and panels. Every result is reviewed by a doctor before it is released to you.
• Health reports — where your purchase includes one, you receive your Executive Health Report within 14 days of your consultation.

We do not diagnose or treat you through the app itself. The app takes your order, collects your health information and shows you what has happened; the clinical work is done by a doctor.

Your account and signing in

You sign in with your email address and a six-digit code we send by SMS to the mobile number on your record. The code lasts 10 minutes and can only be used once. Keep your mobile and your email secure: anyone who can read the code can reach your health information.

If your mobile number changes, tell us before it does — without it you cannot sign in. Contact support@medlabglobal.com or 1800 007 008.

The SMS code is a security message, so it is sent whether or not you have opted out of our other messages.

Prices and payment

Every price shown in the app includes GST, and the GST amount is shown with it. You pay in full at checkout, by card, through Stripe — we never see or store your card number.

Your receipt is your tax invoice: it carries the words "Tax invoice", the supplier's name and ABN, and the GST amount.

Prices can change, but the price you are shown before you pay is the price you pay for that order.

Your health questionnaire comes first

After you pay we email you a personal link to your intake form. Your pathology request is issued after you submit it — not at the moment you pay. Some answers mean a doctor looks at your order before the request goes out, and we will contact you if anything needs discussing first.

Please answer accurately and completely. A doctor is requesting tests and signing for them on the strength of what you tell us.

Pathology requests and having your blood taken

Your pathology request is valid for three months from the date it is issued.

If you have a consultation booked, have your blood test in the week before your appointment — ideally by Wednesday to allow for processing. Collection centres are open Monday to Friday; some open Saturday morning, so check opening times. No more than 10 days before your appointment.

The laboratory may ask you to confirm your consent again at the collection centre. That is normal and separate from anything you agree to here.

Appointments

Telehealth appointments are by telephone. Our Doctor will call your mobile from a withheld number at the booked time. If we cannot reach you, we will try once more after 10 minutes. After that the appointment is forfeited and we will help you rebook.

In-person appointments are at our Gold Coast clinic. The address is in your booking confirmation email.

To move an appointment, contact us and we will move it for you. Please do not rely on replying to an SMS — our message sender cannot receive replies.

Results

Results come to us from the laboratory and go to a doctor first. You are not shown raw results before a doctor has reviewed them. If something needs attention sooner, we contact you — by telephone where it matters.

We will never send you a clinical result by SMS. A message may tell you that something is ready and ask you to sign in; the content itself stays behind your sign-in.

Refunds and cancellations

Set out in full in our Cancellation Policy, which forms part of these terms. In short: no refunds for change of mind once payment is made and your pathology request has been issued; appointments can be moved by contacting us; your pathology request can be used within three months of issue.

Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms, or in any other document we give you, limits those rights. If something goes wrong, tell us — we would rather fix it.

Your privacy

How we collect, use and protect your health information is set out in our Privacy Policy and our Collection Notice. Both form part of these terms. They also explain how to see the information we hold about you, how to correct it, and how to complain.

How we expect to treat each other is set out in our Patient Charter.

Using the app properly

Please use MEDLAB360 only for your own health care, and give us information that is true. Do not try to reach another patient's information, interfere with the service, or use it to order tests for someone else under your name.

We may suspend an account where we reasonably believe it is being used in a way that puts someone's health information or safety at risk. We will tell you why.

Changes to these terms

We may update these terms. The version and date at the top of this page tell you which version you are reading. The terms that apply to an order are the ones in force when you placed it.

Which law applies

These terms are governed by the law of Queensland, Australia, and the courts of Queensland have jurisdiction.

Contact us

Email support@medlabglobal.com or call 1800 007 008. We would rather hear from you early than late.