Terms and conditions

This websites of youly.com.au (Youly Pty Ltd (ACN 644 881 078)), stagger.com.au (Stagger Health Pty Ltd (ACN 637 327 792)), cantro.health (Cantro Pty Ltd (647 966 685)), hub.health, vidality.health, hubpass.com.au, controlhealth.com.au and midnight.health and related mobile applications (each referred to as “the Website”) are created, owned and controlled by Midnight Health Pty Ltd ABN 13 647 966 738 (“Midnight Health”).

Midnight Health provides administrative and management support and services to Practitioners who provide online medical and health care and services to patients.

Whenever you (as a patient of a medical practitioner engaged by Midnight Health or a potential patient) access or use this website and in consideration for Midnight Health allowing you to access or use the website, you agree to these Website Use Terms & Conditions including our Privacy Policy (“Website Policies & Terms”). By taking any steps to use or access our Website, you acknowledge that you have read and accepted these Website Policies & Terms.

1. OVERVIEW

1.1 These terms and conditions, together with Midnight Health’s Privacy Policy (referred to in clause 12 of these Website Policies & Terms), govern your access to and use of the Website.

1.2 Whenever you access or use the Website and in consideration for Midnight Health allowing you access to or use of the Website, you agree to these Website Policies & Terms.

1.3 We may change these Website Policies & Terms at our discretion. By continuing to access or use this Website, you accept these Website Policies & Terms as they apply, including as amended, from time to time.

1.4 These Website Policies & Terms or any part of these Website Policies & Terms do not constitute medical advice.

2. TELEHEALTH SERVICES

2.1 The Website allows you to access telehealth services (via encrypted chat, audio only and / or video with audio) from registered medical practitioners (Doctors, Nurse Practitioners) who engage Midnight Health in their independent practices to provide them with administrative and management services (“Clinicians”).

2.2 Midnight Health do not offer or provide any medical or health services. The Website facilitates online confidential consultations with Clinicians so that those Clinicians can provide medical and health services to you.

2.3 The Clinician who consults with you has the sole discretion to decide whether a telehealth consultation is appropriate in your circumstances, whether to provide any service (including issuing any prescription or not) and to determine the appropriate course of action (including whether to recommend consultation with you in person or whether to refer you to an alternative specialist or other medical or health care professional).

2.4 The telehealth services accessed via the Website are not a substitute for ongoing medical and health care provided by your local GP or other qualified practitioner. It is recommended that you inform your local GP of all services that you obtain via the Website.

2.5 Midnight Health does not:

2.5.1 make any representation or recommendation that a telehealth consultation is an appropriate method of treatment for your health or medical condition;

2.5.2 take any responsibility in relation to the consultation between you and a Clinician;

2.5.3 provide or prepare any medical or health advice to you at any time;

2.5.4 employ any Clinician or engage any Clinician as an independent contractor – Clinicians engage Midnight Health to provide them with administrative and management services to assist Clinicians to operate their own independent practices; or

2.5.5 represent or warrant that Medicare benefits will be able to be accessed by you for any telehealth services that you received from Clinicians.

2.6 By using the telehealth platform provided by the Website, you hereby provide consent for clinicians to access and make contributions to your MyHealthRecord, MySL, and to Mobile Intermediaries to ensure the continuity of care in our digital health environment.

2.7 Your personal information will be shown and used through a third party mobile intermediary where such use complies with the Privacy Law and the Australian Privacy Principles in particular, to retrieve electronic prescription information when requested by you.

3. USER ACCOUNT

3.1 To access telehealth services from a Clinician via the Website, you must create an account and become a registered user of the Website.

3.2 To create an account and become a registered user, you must:

3.2.1 be over 18 years of age;

3.2.2 provide all of the required details. Midnight Health will deal with this information in accordance with its Privacy Policy;

3.2.3 reside in Australia;

3.2.4 be capable of entering into a binding agreement with Midnight Health; and

3.2.5 agree to these Website Policies & Terms.

3.3 You must ensure that all of your information supplied to Midnight Health remains accurate and up to date.

3.4 Once you have successfully created an account and registered as a user of the Website, you will be provided with a username and password for accessing the Website.

3.5 You must maintain the confidentiality of your username and password and must not authorise others to use your account. You are responsible for all activities conducted through your account. If you believe someone has gained unauthorised access to your account, you must contact Midnight Health immediately.

3.6 Midnight Health may disable your account or use of the Website and in seeking any telehealth services provided by the Clinicians at any time, without notice and for any reason.

4. USE OF WEBSITE

4.1 You must only access and use the Website in accordance with

4.1.1 these Website Policies & Terms;

4.1.2 all applicable laws and regulations.

4.2 You agree to not:

4.2.1 use a false identity or provide false details to Midnight Health;

4.2.2 use the Website for any other purpose other than for accessing and receiving telehealth services from Clinicians;

4.2.3 send, upload or transmit any illegal information or material, offensive material, viruses, worms, spyware or other similar codes via the Website;

4.2.4 use the Website to cause harm or offence to any other person;

4.2.5 use the Website in any way that will infringe any third party’s rights;

4.2.6 do anything which will or might affect, cause damage to, disrupt or interfere with the operation and system of the Website;

4.2.7 attempt to derive the source code of the Website or any part of it or reverse engineer any of the systems or technologies used to create or operate the Website;

4.2.8 copy, reproduce, publish, exploit or use any part of the Website for the purpose of creating or operating an online platform similar to the Website or for any other purpose other than as expressly permitted under these Website Policies & Terms ;

4.2.9 use the Website in a way that might cause damage or loss to Midnight Health or affect its brand or reputation;

4.2.10 use the Website for commercial purposes;

4.2.11 allow or assist anyone else to carry out the above mentioned activities;

4.2.12 violate or breach any of these Website Policies & Terms or any laws which relate to them.

4.3 You agree to indemnify Midnight Health and each of the officers, employees, agents, contractors, suppliers and licensors of Midnight Health in respect of any liability, loss or damages (including all legal and other costs on a full indemnity basis) suffered or incurred by them arising (in whole or part) out of the breach of or failure to comply with any of these Website Policies & Terms, or any other default or wrongful conduct in relation to the subject matter of these Website Policies & Terms, on the part of you or any of your officers, employees, agents, contractors, suppliers and licensors.

5. YOUR OBLIGATIONS

5.1 You agree to:

5.1.1 provide to Midnight Health and the Clinician, as applicable, all reasonable required information and details requested by Midnight Health or a Clinician, as applicable;

5.1.2 contact your regular general practitioner immediately if directed to do so by a Clinician or if your conditions change or worsen.

5.2 You warrant that:

5.2.1 you are not experiencing dangerous, unusual or serious symptoms ; 

5.2.2 the need for telehealth services from a Clinician is not related to any accident or injury;

5.2.3 you do not suffer from multiple or serious chronic health or medical conditions and are not taking multiple prescription medications;

5.2.4 all information you have provided to Midnight Health and to the Clinicians is true and accurate;

5.2.5 you have not omitted disclosing any information in your patient questionnaire or otherwise to a Clinician that is or might be relevant to your health or medical condition or the provision of telehealth services to you by a Clinician;

5.2.6 you are capable of participating in a telehealth consultation with a Clinician.

6. YOUR CONTENT

6.1 When you use the Website and the encrypted chat service which forms part of the Website, you grant Midnight Health an unlimited royalty-free perpetual licence to use (in any way) any content you transmit via the Website including, without limitation, any text, audio and or video files, images or pictures in accordance with these Website Policies & Terms.

6.2 All information submitted to the Website through the encrypted chat service will be confidential between you and Midnight Health and will not be made publicly available.

6.3 You warrant that the content that you upload to the Website and the encrypted chat service:

6.3.1 will comply with these Website Policies & Terms and in particular with Clause 4;

6.3.2 will not be illegal or of an unlawful nature;

6.3.3 will not give rise or be capable or resulting in an infringement of any third party’s rights or a legal proceeding; and

6.3.4 has not been subject to any legal proceeding or dispute.

6.4 You agree to indemnify and keep indemnified Midnight Health against any claim, loss, damage, costs and/or expenses that Midnight Health may suffer or incur in relation to or arising out of the content you upload to the Website and the encrypted chat service.

6.5 Midnight Health reserves the right, and you acknowledge Midnight Health’s right, to remove or alter any content that you submit to the Website and the encrypted chat service.

7. CONSULTATIONS

7.1 After reviewing the information you have provided via the patient survey via the Website, a Clinician will communicate and consult with you using the Website’s encrypted based text service and/or, as deemed clinically appropriate and necessary by the Clinician, which may be not at all or via methods such as audio, video and audio or in person.

7.2 A Clinician has full discretion in determining whether a consultation via the Website is suitable for your medical or health condition. If the Clinician determines that a consultation via the Website is not suitable, you will be notified via the Website’s encrypted based text service.

8. PRESCRIPTIONS

8.1 A prescription to you is issued entirely at the direction of a Clinician.

8.2 Midnight Health does not guarantee that a Clinician will issue you with a prescription following consultation with you.

8.3 If the Clinician decides to issue you with a prescription, you will be given a choice as to whether you wish for your prescription to be sent electronically to a pharmacy recommended by Midnight Health to be dispensed and delivered to you at your home or for you to take your prescription to a pharmacy of your choice for dispensation to you this way.

8.4 Midnight Health is not liable in any way for any prescription issued by a Clinician or any medication dispensed by any pharmacy or any party’s failure to deliver medication to you (including, but not limited to, to the correct address or within any specified timeframe).

8.5 In circumstances where any medication is damaged, incorrectly dispensed or delivery is delayed, you agree to contact the pharmacy who is directly responsible for dispensing and delivering the medications to seek to resolve any issues.

8.6 eScript Tokens and other tokens issued by Midnight Health brands expire within 12 months of issue unless otherwise specified.

8.7 Any eScripts issued by Midnight Health are private prescriptions. We are unable to issue eScripts as PBS prescriptions; however for some medications, we are able to provide a paper-based prescription directly to the pharmacy.

You understand that Midnight Health acts as agent only for any pharmacies recommended by Midnight Health to you for dispensation of medications prescribed by a Clinician and Midnight Health is not responsible for dispensation of any medications prescribed to you in any way.

9. FEES

9.1 With the exception of hubPass subscribers, you will be charged a fee for each consultation with a Clinician. Clinicians engage Midnight Health to act as the Clinicians’ agent for billing purposes and, accordingly, Midnight Health will charge you on behalf of the Clinicians.

9.2 If a Clinician decides to issue you with a prescription following consultation with you, you will be charged an administrative fee by Midnight Health for the issuing of the prescription.

9.3 If a Clinician decides to issue you with a prescription following consultation with you and you consent to the prescription being sent directly to Midnight Health’s recommended pharmacy, you will be charged a fee for the prescribed medication by Midnight Health, acting as agent for the pharmacy. Midnight Health have been engaged by various pharmacies to provide those pharmacies with services which include acting as the pharmacy’s agent for billing purposes. Accordingly, Midnight Health will charge you on behalf of any recommended pharmacy from which you choose to have your medication dispensed.

9.4 Subject to any change in the Australian Government’s Medicare directions, the telehealth services provided by the Clinicians do not attract Medicare benefits.

10. CANCELLATION & REFUNDS

10.1 Refunds for completed consultations and consultations cancelled at the patient’s request will be issued in Midnight Health’s absolute discretion. In the event that Midnight Health cancels a patient’s consultation booking, the patient will be offered a refund or an alternative appointment time.

10.2 Patients are ineligible to request a refund of an order once the order status reaches the “Ready for Delivery” stage, as noted in the patient portal, or delivery is attempted (automatic billing and manual orders included). Patients must accept their treatment plan and prescribed medications in order for medications to be dispatched.

10.3 Midnight Health will issue a billing reminder prior to any order being placed under an automated billing model (‘automatically send repeats’), noting the date of the next payment, allowing satisfactory time for patients to cancel this next repeat if desired. It is the patient’s responsibility to be aware of when payment is to be deducted.

10.4 All treatment plans are set to automatic billing upon their commencement. This is stipulated within the billing information that patients are encouraged to read prior to consenting to their treatment plan and processing of a patient’s initial order. Patients are able to change their account to order on demand if required through their account or via our customer support team (prior to payment being deducted).

10.5 Refunds will be issued in the event of an error on the part of Midnight Health that results in the patient being incorrectly charged.

10.6 Midnight Health is not responsible for any product damage, lost items, or delayed deliveries as a result of a third-party delivery provider’s failure. Faulty or damaged products may be eligible for a refund, provided certain conditions are met.

10.7 Due to state health regulations, we do not accept returns. In the event that a product arrives faulty or damaged we will assess refunds case by case.

10.8 Refunds will be issued using the original payment method provided and may take up to 14 days to be processed.

11.  DELIVERY & RETURNS

Following the purchase of your medication, our partner pharmacy will dispatch your order within one to two business days into the Australia Post Express network, TNT or StarTrack. General information about Australia Post, TNT and StarTrack delivery times and standards can be confirmed on their websites.

Australia Post, TNT and StarTrack are third-party delivery providers engaged by Midnight Health and, as such, Midnight Health cannot be liable for any loss or damage (including but not limited to consequential loss) resulting from the conduct of Australia Post, TNT or StarTrack.

All parcels will be delivered to the provided address. It is recommended to provide a work address for delivery if no one is home during business hours.

Specific returns and refunds will be permitted in respect of morning after pill and UTI products in the following circumstances:

i. Delivery outside time frame paid for by patient
ii. The pharmacy declines the treatment
iii. Requested to cancel order before dispatched by Pharmacy
iv. Delivery fee will be refunded if a driver cannot be found same day, but the pharmacy has dispensed the medication (delivery will be reattempted the following morning)
v. Unable to find a driver before Pharmacy closes – patient wishes to cancel and refund (requiring in-person Pharmacy purchase of medication)
vi. Discrepancy with courier delivery radius – patient falls outside radius of system selected pharmacy.

vii. The patient was not able to cancel their order prior to dispatch due to a verified system error within Midnight Health

12. INTELLECTUAL PROPERTY

12.1 Midnight Health owns the Website and all of the contents of the Website which includes all text, information, graphics, logos, business/trading names, design, layout, downloads, pricing, software, products and services is owned or licensed by Midnight Health.

12.2 Nothing in these Website Policies & Terms or your use of the Website has the effect of transferring, assigning, licensing or otherwise transmitting any of Midnight Health’s intellectual property to you.

13. COOKIES

13.1 As part of the normal operation of this Website, your internet browser will be sent a “cookie” (a temporary internet file). This cookie enhances the Website’s functionality with features such as account login and electronic ordering. By itself, this cookie can only identify your computer to Midnight Health’s server and so we can track your use of the Website. It is not used to identify you personally.

13.2 In some instances, cookies may collect and store personal information about you. Such personal information will only be used by Midnight Health in accordance with these Website Policies & Terms.

13.3 Your personal username and password to access the Website protect your privacy. We recommend that you do not disclose, share or reveal your account details to any other individual.

14. LIABILITY AND DISCLAIMER

14.1 To the maximum extent permitted by law, Midnight Health will not be liable to any person

or entity for any direct, indirect, consequential or other loss or damage

(however caused, including due to negligence) which may arise out of, or in connection with:

13.1.1 your use of the Website;
13.1.2 the use or reliance on information, including any publication, contained on or linked to from this Website;
13.1.3 the contents of any website referred to on, or linked to from this website;
13.1.4 your consultations with and any medical or health services provided by the Clinicians via the Website;
13.1.5 any action or conduct of the Clinicians including, without limitation, advice provided to you or prescriptions issued to you; or
13.1.6 any prescribed medication dispensed to you by any pharmacy as a result of your consultation with a Clinician.

14.2 Midnight Health does not provide any warranty in relation to your use of this Website or as to the currency, completeness or accuracy of the information contained on this Website.

14.3 Midnight Health does not warrant that the services or any medications provided via your use of the Website are fit for your intended purpose.

14.4 If any law implies a condition or warranty into these Website Policies & Terms which cannot lawfully be excluded then, to the maximum extent permitted by law, our liability for any breach of such implied term will be limited to the supply of the relevant service again or the payment of the cost of having that service re-supplied.

14.5 You agree to indemnify and keep Midnight Health indemnified against any claim, loss, damage, costs and/or expenses you may suffer or incur in relation to or arising out of your use of the Website and the telehealth services provided via the Website.

14.6 In accordance with the Drug Misuse Act 1986, it is a criminal offence for any person to knowingly obtain, or attempt to obtain, a prohibited drug from a medical practitioner, nurse practitioner, or pharmacist by giving any false representation, whether verbally, in writing or via a web form. As such, Midnight Health reserves the right to reject any application/prescription if we believe this law is being breached.

Should Midnight Health believe a user is deliberately or repeatedly attempting to use its services or staff to breach this law, we reserve the right to refer the matter to the appropriate authorities and aid those authorities in their relevant investigations.

15. GIFT CARDS

15.1 Youly, Hub.Health, Stagger & Midnight Health branded gift cards (“Gift Cards”) entitle the holder to goods/services equal to the value stated on the Gift Card or remaining after partial redemption.

15.2 Gift Cards are only redeemable within any Youly, Hub.Health, Stagger & Midnight Health site/online store in Australia.

15.3 Gift Cards may not be exchanged (wholly or partly) for cash.

15.4 The value shown on a Gift Card includes GST.

15.5 Gift Cards are partially redeemable and any unused balance will remain on the Gift Card and cannot be redeemed for cash.

15.6 If the Gift Card holder’s order exceeds the amount of the Gift Card, the Gift Card holder will be required to pay for the difference in price between the value of the Gift Card and the price of the goods or services.

15.7 All Gift Cards sold at Youly, Hub.Health, Stagger & Midnight Health or at third party locations expire three years from the date of issue. Gift Cards can be redeemed at any time on or before the expiry date. This excludes third party gift cards sold at third party locations where Youly, Hub.Health, Stagger & Midnight Health is a participating partner on the gift card, such as Ultimate Gift Cards and The Card Network Gift Cards which will be subject to the expiry date stated on those cards.

15.8 Should Youly, Hub.Health, Stagger & Midnight Health suspect any fraud relating to a Gift Card, Youly, Hub.Health, Stagger & Midnight Health may refuse to redeem the Gift Card or cancel the redemption of the Gift Card.

15.9 Youly, Hub.Health, Stagger & Midnight Health is not liable for any lost/stolen Gift Cards. Please contact Midnight Health immediately if your Gift Card has been lost/stolen.

15.10 Lost/stolen Gift Cards may be replaced at Youly, Hub.Health, Stagger & Midnight Health’s discretion if satisfactory proof of purchase is provided and the Gift Card has not been redeemed.

15.11 A Gift Card cannot be used to purchase another third party gift card e.g. Steam Gift Cards, Xbox Gift Cards, Google Play Cards. However, a Gift Card cannot be used to purchase another Youly, Hub.Health, Stagger & Midnight Health branded gift card.

15.12 Gift Cards cannot be refunded or returned, unless otherwise required by law. 

16. PROMOTIONAL CODES, DISCOUNTS & OFFERS

16.1 Promotional codes, discounts and offers are subject to change at any time without notice, are not transferable, have no cash value, and expire 12 months from issue unless otherwise specified.

17. hubPass TERMS & CONDITIONS

17. 1 Conditions of Use

17.1.1  This clauses 17 applies only to persons holding membership subscriptions with hubPass (whether via hubPass or hubPass for Business).

17.1.2 A hubPass membership grants you access to the benefits outlined on our https://hubpass.com.au/ site or as otherwise communicated by us from time to time.

17.1.2 Membership is strictly for the personal use of the account holder and cannot be transferred to or used for consultations or orders for any other individual.

17.1.3 To sign up to hubPass, you must be over 18 years of age.

17.1.4 We reserve the right to cancel, revoke, or limit your hubPass benefits if we determine, acting reasonably, that you have engaged in unreasonable or fraudulent use of hubPass. If you believe your hubPass benefits have been unreasonably restricted, you may contact our Patient Success team via [email protected].

17.2 Auto Renewal and Cancellations

17.2.1 Your hubPass will automatically renew at the end of each billed period unless you actively cancel it. Your hubPass period commences from the date of purchase.

17.2.2 To cancel your hubPass, you can navigate to your Profile page in your Patient Portal and select ‘Cancel hubPass’. If you require support in doing this, you may contact Patient Success at [email protected].

17.2.3 Cancellations will take effect at the end of your current billed period.

17.3 Charging your nominated payment method

17.3.1 By signing up for a hubPass, you authorise us to charge your nominated payment method for the applicable hubPass fees.

17.3.2 We will charge your card for the initial hubPass fee upon sign-up and for subsequent renewal fees at the beginning of each renewal period.

17.3.3 You are responsible for ensuring that your payment details are accurate and up-to-date.

17.4 Payment Failure

17.4.1 If a hubPass payment fails for any reason (including insufficient funds, expired card, or failure to update payment details), your benefits will be immediately paused until you rectify your payment.

17.4.2 You will be notified via email about the failed payment and request you to update your payment information before the next billing date.

17.4.3 If payment remains outstanding by the end of the Lapsed Period, your hubPass will be cancelled.

17.5 Lapsed Accounts:

17.5.1 During the Lapsed Period (when a payment has failed), you will be unable to access your hubPass benefits.

17.5.2 You can reactivate your hubPass at any time by going to the hubPass section in your Profile page

17.5.3 If you successfully pay before the end of the Lapsed Period, your subscription will be reinstated for the remaining term, and the most recent payment date will become your new billing date.

17.6 Cancelled Accounts:

17.6.1 If your hubPass remains unpaid after the Lapsed Period, it will automatically become Cancelled.

17.6.2 If you choose to cancel your hubPass, it will remain Active until the end of the billed period. At the end of the billed period, your hubPass will become Inactive.

17.7 Payment Retries:

17.7.1 During the Lapsed Period, we will attempt to re-process your payment to allow for potential updates or error resolution.

Please note that these terms are subject to change at our discretion.

17.8 Refunds

17.8.1 We offer refunds for hubPass fees under certain limited circumstances, such as technical errors or service interruptions on our end.

17.8.2 Please refer to our refund policy on our https://hub.health/ page for more details.

17.9 Additional Terms

17.9.1 Members receive discounts and offers as part of the membership program and so are not eligible for or able to use discounts, promotions or to use promotional codes on consultations, medications, or other products and services offered through the platform.

hubPass Contact

If you have any questions or concerns about your hubPass, please contact us at [email protected].

18. MOBILE TERMS OF SERVICE

By consenting to any SMS/text messaging service on the Website (“messaging service”), you agree to receive recurring SMS/text messages from us through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list.

Text messages may be sent using an automatic telephone dialling system or other technology. The service will include promotional messages such as promotions, specials, coupons, and other marketing offers; it will also include transactional messages such as order updates and account alerts.

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with hub.health. Your participation in this program is completely voluntary.

We do not charge for the messaging service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of receiving SMS/text messages from us at any time. Text the single keyword command STOP to hub or click the unsubscribe link (where available) in any text message to cancel. You’ll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Website mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For support or assistance regarding our messaging service, text HELP to hub or email [email protected].We may change any short code or telephone number we use to operate the messaging service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honouring requests made in such messages.

The wireless carriers supported by the messaging service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the messaging service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

19. CONTACT

Please contact us at [email protected]  if you have any queries with respect to these Website Policies & Terms.

20. PRIVACY POLICY

Midnight Health’s Privacy Policy forms part of these Website Policies & Terms. By accessing the Website, you agree to Midnight Health’s Privacy Policy. A copy of the Privacy Policy can be found here.

21. COMPLAINTS

21.1 If you have a complaint in relation to use of the Website, you may contact us via email at [email protected]

21.2 In relation to complaints against Midnight Health:

21.2.1 you must notify us of the details of the complaint as soon as possible;

21.2.2 a representative of Midnight Health will contact you to discuss your complaint;

21.2.3 if your complaint is not resolved in your discussion with a Midnight Health representative, the matter will be referred to an independent third party as agreed between the parties or, in the absence of agreement, an independent party selected by the Queensland Law Society;
If you have any complaints or concerns that cannot be resolved by Midnight Health, you can contact the Office of the Health Ombudsman.
Office of the Health Ombudsman
GPO Box 13281
George Street, Brisbane QLD, 4000
Telephone: 133 646
Email: [email protected]

21.2.4 the parties will be bound by the decision of the selected expert with respect to the complaint; and

21.2.5 the parties will share the costs of engaging the expert equally.

21.3 If your complaint relates your consultation with a Clinician or any other matter for which a Clinician is responsible, we may refer your complaint to the relevant Clinician.

21.4 If your complaint relates any matter for which a pharmacy, including the pharmacy recommended by Midnight Health, is responsible, we may refer your complaint to the relevant pharmacy.

21.5 Midnight Health is not responsible in any way for resolving your complaints against or in relation to a Clinician or any pharmacy.

22. GENERAL

22.1 The laws of Queensland in Australia govern these Website Policies & Terms, as applicable, and you agree to submit to those laws and their exclusive jurisdiction, including the courts of Queensland in Australia, in your use of this Website and these Website Policies & Terms.

22.2 If any of these Website Policies & Terms are held to be invalid or unenforceable, then the validity and enforceability of the remaining Website Policies & Terms will not be impacted.