WHAT PARTS OF THESE TERMS APPLY TO ME?

This agreement governs your attendance of the NewDoc clinic (Clinic) or use of the NewDoc online platform (Platform) and any other services made available through the Clinic. By using the Clinic, you agree to be bound by this agreement which forms a binding contractual agreement between you, the User, and us, NEWDOC PTY LTD ABN 95 686 031 318 (NewDoc, the Company, we or us).

The remainder of this agreement is divided into three parts:

Part A (All Users), which sets out terms that apply to all Users;
Part B (Customers), which sets out additional terms that apply to Customers, being individuals seeking medical care services.
Part C (Service Providers), which sets out additional terms that apply to Service Providers, being medical care providers; and

If you intend to use the Clinic as a Customer/Client, only Part A and Part B of these terms will apply to you.

If you intend to use the Clinic as a Service Provider, only Part A and Part C of these terms will apply to you.

When we talk about the "Services" in this agreement, we are referring to the services available through our Clinic and any associated services we offer.

MEDICAL EMERGENCIES

NewDoc provides services for the purpose of securing a referral to a specialist practitioner and general information.

If you are suffering from an emergency or critical symptom/s including, but not limited to:

severe chest pain
heart attack
stroke
loss of consciousness
severe bleeding
breathing difficulty
loss of normal limb function
feeling unsteady or clumsy when walking
constant pain that has not changed in a 24 hour period
unexplained weight loss
suicidal ideation

then we will not be able to provide the care that you may require. If you are having any of these presentations, please seek immediate medical assistance by calling 000 in Australia, or contact your treating general practitioner or emergency department at a hospital.

If you are unsure if our Services are safe for you, please seek medical advice.

Part A: All Users

1. ACCESS TO THE CLINIC AND PLATFORM

(a) This Clinic and Platform are not intended for unsupervised access or use by any person under the age of 18 years old or any person who has previously been suspended or prohibited from using the Clinic. By using the Clinic or the Platform, you represent and warrant that you are either:

(i) over the age of 18 years and accessing the Clinic for personal use; or
(ii) accessing the Clinic on behalf of someone under the age of 18 years old and consent to that person's use of the Clinic.

(b) Please do not attend or access the Clinic or Platform if you are under the age of 18 years old and do not have your parent or guardian's consent, or if you have previously been suspended or prohibited from attending the Clinic (or accessing the Platform).

(c) If you use the Clinic or Platform on behalf of a company or organisation you warrant that you have the necessary authority from that company or organisation to do so. If you are signing up not as an individual but on behalf of your company, your employer, an organisation, government or other legal entity (Represented Entity), then "you" or "User" means the Represented Entity and you are binding the Represented Entity to this agreement. If you are accepting this agreement and using our Services on behalf of a Represented Entity, you represent and warrant that you are authorised to do so.

(d) Our services are available to patients located in all Australian states and territories. This includes: New South Wales, Victoria, Queensland, South Australia, Western Australia, Tasmania, Australian Capital Territory and the Northern Territory. By accessing or using our services, you confirm that you are ordinarily located within Australia at the time the services are provided. Service availability may be subject to applicable Commonwealth, state or territory laws, clinical appropriateness, and practitioner availability.

2. PLATFORM AND ACCOUNTS

(a) In order to use most of the online functionality of the Platform, Users will be required to sign-up, register and receive an account through the website (an Account).

(b) As part of the Account registration process and as part of your continued use of the Platform, you are required to provide personal information and details, such as your email address, first and last name, preferred username, a secure password, billing, postal and physical addresses, mobile phone number, and other information as determined by NewDoc from time to time.

(c) You warrant that any information you give to NewDoc in the course of completing the Account registration process will always be accurate, honest, correct and up to date.

(d) Once you complete the Account registration process, NewDoc may, in its absolute discretion, choose to accept you as a registered user within the Clinic and provide you with an Account.

(e) NewDoc reserves the right to contact you about any concerning behaviour by you, or to seek a resolution with you.

(f) NewDoc may, in its absolute discretion, suspend or cancel your Account for any reason, including for any failure to comply with this agreement.

3. PLATFORM USER OBLIGATIONS

As a Platform User, you agree:

(a) not to intimidate, harass, impersonate, stalk, threaten, bully or endanger any other User or distribute unsolicited commercial content, junk mail, spam, bulk content or harassment;

(b) to not share your Account with any other person and that any use of your Account by any other person is strictly prohibited. You must immediately notify NewDoc of any unauthorised use of your Account, password or email, or any other breach or potential breach of the Platform's security;

(c) to not use the Platform for any purpose other than for the purpose of making arrangements to provide or receive services, including by not using the Platform:

(i) in a manner that is illegal or fraudulent or facilitates illegal or fraudulent activity (including requesting or accepting a job which includes illegal activities or purposes); and
(ii) in connection with any commercial or money making or other promotional or marketing endeavours except those that are endorsed herein, or as approved in writing by NewDoc;

(d) not to act in any way that may harm the reputation of NewDoc or associated or interested parties or do anything at all contrary to the interests of NewDoc or the Platform;

(e) not to make any automated use of the Platform and you must not copy, reproduce, translate, adapt, vary or modify the Platform without the express written consent of NewDoc;

(f) that NewDoc may change any features of the Platform or Services offered through the Platform at any time without notice to you;

(g) that information given to you through the Platform, by NewDoc or another User including a Service Provider, is general in nature and we take no responsibility for anything caused by any actions you take in reliance on that information; and

(h) that NewDoc may cancel your account at any time if it considers, in its absolute discretion, that you are in breach or are likely to breach this clause 3.

IDENTITY VERIFICATION

(a) (Verification) We may require Platform Users to verify their details using our processes or an external identity verification service as applicable (Verification Service).

(b) (Your personal information and privacy) We will collect your personal information in accordance with our Privacy Policy as set out in clause 13. Where a Verification Service is used, you acknowledge and agree that:

(i) we may contact and share your personal information with a Verification Service to verify your details;
(ii) you consent to us receiving, sharing and using this information to enable us to carry out the Verification Service.

(d) (Warranty and Indemnity) You acknowledge and agree that:

(i) we are reliant on the information provided by the Verification Service to verify your identity and to the extent permitted by law, we disclaim all warranties that the Verification Service will be accurate or guarantee that the Verification Service will ensure you contract with a suitable User;
(ii) you should make your own inquiries as to other Users' identities before engaging in contracts with those Users; and
(iii) we do not endorse any User, Service Listing or Verification Service.

ONLINE PAYMENT PARTNER

(a) We may use third-party online payment partners, currently Stripe and Paypal (Online Payment Partner), to collect payments on the Platform, including for our Services.

(b) The processing of payments by the Online Payment Partner will be, in addition to this agreement, subject to the terms, conditions and privacy policies of the Online Payment Partner. You can find these here: https://stripe.com/au/legal/consumer.

(c) You agree to release NewDoc and its employees and agents in respect of all liability for loss, damage or injury which may be suffered by any person arising from any act or omission of the Online Payment Partner, including any issue with security or performance of the Online Payment Partner's Clinic or any error or mistake in processing payments by the Online Payment Partner.

Part B: Customers

1. BOOKING INTENT AND APPOINTMENTS

1.1 BOOKING INTENT

(a) When you create a Booking Intent through the Platform, you are expressing your intention to book an Appointment with a Service Provider. A Booking Intent is not a confirmed Appointment.

(b) NewDoc will use reasonable efforts to match your Booking Intent with an available Service Provider, but we do not guarantee that a Booking Intent will result in a confirmed Appointment.

(i) a Booking Intent may not be accepted by a Service Provider;
(ii) Service Provider availability may change;
(iii) we may need to contact you to confirm details before an Appointment can be confirmed; and
(iv) you may need to provide additional information or documentation before an Appointment can be confirmed.

1.2 APPOINTMENT CONFIRMATION

(a) An Appointment is only confirmed once you receive a confirmation notification from NewDoc or the Service Provider through the Platform.

(b) You must arrive on time for your Appointment. If you are more than 15 minutes late, the Service Provider may cancel your Appointment and you may be charged a cancellation fee.

(c) If you need to cancel or reschedule an Appointment, you must do so at least 24 hours before the scheduled Appointment time through the Platform or by contacting NewDoc directly.

2. FEES AND PAYMENT

2.1 FEES

(a) You agree to pay the Fees for the Services as set out on the Platform or as otherwise notified to you.

(b) Fees are payable in advance or at the time of booking, as specified on the Platform.

2.2 PAYMENT METHODS

(a) Payment may be made by credit card, debit card, or other payment methods as specified on the Platform.

(b) We use secure third-party payment processors (currently Stripe and PayPal) to process payments.

2.3 REFUNDS AND CANCELLATIONS

(a) If you cancel an Appointment at least 24 hours before the scheduled time, you will receive a full refund of any Fees paid.

(b) If you cancel an Appointment less than 24 hours before the scheduled time, you may be charged a cancellation fee of up to 50% of the Appointment Fee.

(c) If you fail to attend a confirmed Appointment without cancelling (no-show), you will be charged the full Appointment Fee.

(d) Refunds will be processed to the original payment method within 5-10 business days.

(e) NewDoc reserves the right to refuse a refund if we reasonably believe that you have breached these terms or engaged in fraudulent activity.

3. BULK-BILLING

(a) All In-Person Appointments will be bulk billed, while Telehealth Appointments will only be bulk billed if you have attended an In-Person Appointment with us within the last 12 months.

(b) If an appointment is your first appointment with us, or if your last In-Person Appointment was more than 12 months ago, your Telehealth Appointment will not be eligible for bulk billing.

4. COLLECTION NOTICE AND PRIVACY

(a) We may collect personal and health information about you in the course of providing you with our Services, to contact and communicate with you, to respond to your enquiries and for other purposes set out in our Privacy Policy.

(b) We take our privacy responsibility seriously and ensure that we adhere to the Australian Privacy Principles and our other obligations at all times when handling your personal or health information.

(c) Our Privacy Policy (app.newdoc.com.au/privacy-policy) contains more information about how we use, disclose and store your information and details how you can access and correct your personal information.

(d) By agreeing to these terms, you agree to be bound by the clauses outlined in our Privacy Policy.

5. CONFIDENTIALITY

5.1 Except as contemplated by this agreement, we will not permit any of our officers, employees, agents, contractors or related companies to use or to disclose to any person any information of or provided by you to us during an Appointment or in connection with our Services that is by its nature confidential information, is designated by you to be confidential, or that ought to be understood as being confidential.

5.2 This clause does not apply to:

(a) information which is generally available to the public (other than as a result of a breach of these terms or another obligation of confidence); (b) information disclosed or provided to a third party with your consent; (c) information disclosed where failure to do so may put you or another person at serious risk; (d) information required to be disclosed by any law; or (e) information disclosed by us to our employees, cloud storage providers or agents for the purposes of performing the Services or our obligations under this agreement.

6. WARRANTIES

(a) To the maximum extent permitted by applicable law, all express or implied representations and warranties not expressly stated in this agreement are excluded.

(b) Nothing in this agreement is intended to limit the operation of the Australian Consumer Law contained in the Competition and Consumer Act 2010 (Cth) (ACL). Under the ACL, the Client may be entitled to certain remedies (like a refund, replacement or repair) if there is a failure with the goods or services provided.

7. NO GUARANTEED OUTCOME

The Services do not guarantee any particular outcome and are intended for us to assess whether a referral to a specialist practitioner will be appropriate and/or required. We do not represent or warrant that the Services include a referral or that a referral will always be the outcome of any Services we provide.

8. LIABILITY

8.1 LIABILITY

(a) To the maximum extent permitted by law and subject to clause 8.1(b), the total liability of each party in respect of loss or damage sustained by the other party in connection with the Services is limited to the value of the Fees paid for the Services.

(b) Clause 8.1(a) does not apply to your liability in respect of loss or damage sustained by us arising from your breach of clause 5.3.

8.2 CONSEQUENTIAL LOSS

To the maximum extent permitted by law, neither party will be liable for any incidental, special or consequential loss or damages, or damages for loss of data, business or business opportunity, goodwill, anticipated savings, profits or revenue in connection with this agreement or any goods or services provided by us, except:

(a) in relation to a party's liability for fraud, personal injury, death or loss or damage to tangible property; or (b) to the extent this liability cannot be excluded under the Competition and Consumer Act 2010 (Cth).

9. DISPUTE RESOLUTION

(a) A party claiming that a dispute has arisen under or in connection with this agreement must not commence court proceedings arising from or relating to the dispute, other than a claim for urgent interlocutory relief, unless that party has complied with the requirements of this clause.

(b) A party that requires resolution of a dispute which arises under or in connection with this agreement must give the other party or parties to the dispute written notice containing reasonable details of the dispute and requiring its resolution under this clause.

(c) Once the dispute notice has been given, each party to the dispute must then use its best efforts to resolve the dispute in good faith. If the dispute is not resolved within a period of 14 days (or such other period as agreed by the parties in writing) after the date of the notice, any party to the dispute may take legal proceedings to resolve the dispute.

10. TERMINATION

10.1 TERMINATION FOR CONVENIENCE

Either party may terminate these Terms for convenience by providing 10 Business Days' notice to the other party.

10.2 TERMINATION FOR BREACH

(a) Either party may terminate this agreement immediately by written notice if there has been a Breach of this agreement.

(b) A "Breach" of this agreement means:

(i) a party considers the other party is in breach of this agreement and notifies that other party;
(ii) the other party is given 10 Business Days to rectify the breach; and
(iii) the breach has not been rectified within 10 Business Days or another period agreed between the parties in writing.

10.3 EFFECT OF TERMINATION

Upon termination of this agreement:

(a) any Fees paid are non-refundable; (b) each party must comply with all obligations that are by their nature intended to survive the end of this agreement; and (c) each party must stop using any materials that are no longer owned by, or licensed to, them when this agreement is terminated.

Part C: Service Providers

1. CUSTOMER DATA AND QUALIFICATIONS

(a) You must verify that any Customer is over 18 years old or has their parent or guardian's consent to use the Clinic before uploading that Customer's information to the Clinic.

(b) You warrant that where you upload any Customer data or personal information to the Clinic, you have obtained that Customer's unambiguous consent.

(c) You acknowledge and agree that you will comply with any applicable privacy law, including but not limited to the Privacy Act 1980 (Cth) in uploading any data to the Clinic.

(d) If anywhere on your Account or in using the Clinic you hold yourself out to possess certain qualifications (Qualifications), you warrant to NewDoc that you do hold such Qualifications and if requested, will promptly provide NewDoc with evidence of the Qualifications.

2. LIABILITY

2.1 LIABILITY

(a) To the maximum extent permitted by law and subject to clause 2.1(b), the total liability of each party in respect of loss or damage sustained by the other party in connection with the Services is limited to the value of the Fees paid for the Services.

(b) Clause 2.1(a) does not apply to your liability in respect of loss or damage sustained by us arising from your breach of the above clause 1.

2.2 CONSEQUENTIAL LOSS

Document Information

Company: NEWDOC PTY LTD ABN 95 686 031 318
Last Updated: 19 December 2025
Privacy Policy: https://app.newdoc.com.au/privacy-policy
Payment Partner Terms: https://stripe.com/au/legal/consumer

Terms & Conditions