These Terms and Conditions govern your use of the telehealth service provided by Oligo BioLabs (ABN 47 696 999 005), trading as Tora Health. By accessing our website, booking a consultation, or using our services, you agree to these terms. If you do not agree, please do not use the service.
About these terms
These terms work alongside our Privacy Policy and any service agreement or consent form you complete. Where there is a conflict, the specific terms of your service agreement prevail for that matter. We may update these terms from time to time, and the current version is always published on this page with its effective date.
Eligibility
Our services are available to adults aged 18 years and over who are located in Australia at the time of their consultation. You must provide accurate identification and complete information so our doctors can care for you safely. You are responsible for keeping your account and contact details up to date.
The service and its telehealth nature
Tora Health provides consultations with AHPRA-registered doctors, delivered by phone and video. A consultation is a real-time appointment with a doctor; completing an intake form or questionnaire is not a consultation and does not result in a diagnosis or a prescription on its own. Telehealth is not suitable for every concern. Your doctor may recommend in-person assessment, further investigation, a GP review, a referral to another doctor, or that no treatment is appropriate, depending on your circumstances.
Not for emergencies
Our service is not an emergency or crisis service. If you are experiencing a medical emergency, call 000 or attend your nearest emergency department. If you need to talk to someone urgently, Lifeline is available on 13 11 14.
Prescriptions and clinical judgement
A prescription is only one possible outcome of a consultation, and is issued solely where your doctor considers it clinically appropriate based on their professional judgement. Other outcomes may include advice, lifestyle guidance, monitoring, referral, or no treatment. We do not guarantee that any particular medication or treatment will be prescribed, and individual results vary based on your circumstances.
Confidentiality and its limits
We keep your information confidential and handle it in accordance with our Privacy Policy. There are limited circumstances where the law or our professional obligations require disclosure, including where there is a serious risk of harm to you or others, child protection matters, mandatory notifications under the National Law, and valid court orders or legal requirements.
Pricing and payments
The fees for consultations and any associated services are shown before you book and are payable at the time of booking unless otherwise agreed. Prices are in Australian dollars and include applicable taxes. Any medication you are prescribed is paid for separately at the pharmacy that dispenses it.
Cancellations and refunds
You may reschedule or cancel a consultation up to 24 hours before your appointment for a full refund. Cancellations made within 24 hours, or a failure to attend, incur a fee of 50% of the consultation cost, which covers the reserved clinician time. This does not limit your rights under the Australian Consumer Law. Except as required under Australian Consumer Law, including where services are not provided with due care and skill, consultation fees for services already delivered are not refundable.
Pharmacy and pathology
You are free to have any prescription dispensed at the pharmacy of your choice. Where you ask us to coordinate dispensing, this is done through an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. Pathology and dispensing are carried out by independent third parties; nothing in these terms limits the professional duties owed to you by those providers or your rights under the Australian Consumer Law.
Products and cosmetic disclaimer
Any skin, hair, or wellbeing products referenced are sold subject to their own terms and the consumer guarantees in the Australian Consumer Law. Information on this website is general in nature and is not a substitute for personal medical advice from a qualified practitioner.
Intellectual property
All content on this website, including text, design, logos, and graphics, is owned by or licensed to Oligo BioLabs and is protected by law. You may not copy, reproduce, or distribute it without our written permission, except as permitted for your personal, non-commercial use.
Liability
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Subject to that, and to the extent permitted by law, our liability for any claim arising from your use of the service is limited to resupplying the service or paying the cost of having it resupplied.
Complaints
If you have a concern, please contact us first using the details below and we will work with you to resolve it. You may also raise concerns with the Australian Health Practitioner Regulation Agency at ahpra.gov.au, your state or territory Health Complaints Commissioner, or the Office of the Australian Information Commissioner at oaic.gov.au for privacy matters.
Governing law
These terms are governed by the laws of New South Wales, Australia. You and we submit to the courts of New South Wales, Australia.
Changes
We may amend these terms from time to time. Continued use of the service after a change takes effect means you accept the updated terms. The effective date at the top of this page shows when they were last revised.
Contact
- Oligo BioLabs
- 2 76 Erindale Rd, Balcatta WA 6021
- [email protected]
- 1800 TORA HEALTH