Telehealth terms

Helix Mens Health Pty Ltd — ACN 696 568 126 · ABN 61 696 568 126

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These terms cover your use of the Helix Mens Health service. By creating an account and using the service, you're agreeing to them.

We've written them to be read. If something here doesn't make sense, email admin@helixmenshealth.com.au before you agree to it.

Who we are, and what this service is

Helix Mens Health Pty Ltd is an Australian telehealth clinic. We assess and treat one condition: low testosterone in adult men.

We coordinate your care. That means arranging your blood tests, connecting you with a doctor, managing your treatment plan, and organising your medication through a pharmacy. We are not a pharmacy and we do not dispense medication. We are not a pathology service.

Your doctor is an independent AHPRA-registered medical practitioner. They make all clinical decisions about your care, and their professional judgement governs. Helix does not direct treatment, set targets for how many patients start treatment, or pay doctors based on treatment rates.

Who can use it

You can use this service if you are:

• Aged 18 or over
• Male
• Physically located in Australia
• Able to provide accurate information about your own health

You can't use the service on someone else's behalf, and you can't create an account using someone else's identity or Medicare details.

This is not emergency care

If you're having a medical emergency, call 000 or go to your nearest emergency department.

We are not an emergency service. We don't monitor messages around the clock. Do not use this service for anything urgent.

If you're in crisis or struggling with your mental health, Lifeline is on 13 11 14, 24 hours a day.

What it costs

• Blood test — free for men aged 30 and over; $180 for men under 30. A referral for a nine-marker panel through our pathology partner.
• Initial consultation — $149. A telehealth consultation with a doctor who reviews your results and your health questionnaire.
• Membership — $119 per month. Ongoing care: review consultations, monitoring, prescription management and support.
• Medication — at cost. You pay the pharmacy what the pharmacy charges. We add nothing. We never handle your medication and we don't profit from it.

Prices are in Australian dollars and include GST where it applies. We'll tell you before any price changes.

The consultation fee covers the assessment, not the outcome

Your doctor may decide testosterone isn't appropriate for you. That's a legitimate clinical outcome and it's part of what you're paying for. The $149 covers the doctor's time and judgement, and it isn't refunded if the answer is no.

If we cancel or reschedule your consultation, or if the doctor can't proceed for a reason on our side, you get a full refund.

Membership

Membership is billed monthly in advance from the date your treatment starts.

You can cancel any time, from your account or by emailing us. Cancellation takes effect at the end of the period you've already paid for. We don't pro-rate part-months and we don't charge exit fees.

When you cancel, we stop billing, we stop managing prescriptions, and your ongoing care with us ends. Your records are retained as the law requires.

If a payment fails we'll let you know and try again. If it keeps failing we'll suspend your membership, which means we stop issuing prescriptions until it's resolved. We'll always contact you before that happens.

Monitoring is not optional

Testosterone treatment requires ongoing blood tests. This isn't an administrative preference — prescribing testosterone without monitoring is unsafe, and no responsible clinic does it.

If you don't complete your required blood tests, your doctor can't continue prescribing. We'll remind you, and we'll give you every chance to get them done. But if monitoring stops, treatment stops.

What we need from you

• Give us accurate and complete health information. Your doctor makes decisions based on what you tell us. Leaving something out — a medication, a condition, past testosterone use — can lead to a decision that harms you.
• Attend your consultations, or tell us if you can't.
• Complete your blood tests when they're due.
• Tell us if your health changes, if you start a new medication, or if something feels wrong.
• Use your medication as prescribed, and only for yourself.
• Keep your account details current.

Never share your medication. It's a Schedule 4 prescription medicine prescribed specifically for you after a medical assessment. Supplying it to someone else is a criminal offence and it's dangerous.

Your medication

Your prescription is sent to our pharmacy partner, who dispenses and posts it to you.

The pharmacy is responsible for dispensing, packaging and delivery. If something arrives damaged, incorrect or late, tell us and we'll sort it out with them.

Medication is posted to the address on your account. Keep it current — we're not responsible for medication sent to an address you didn't update.

Cancelling or missing a consultation

Give us at least 24 hours' notice to reschedule at no cost.

If you miss a consultation without notice, or cancel with less than 24 hours, the fee isn't refunded. The doctor's time was set aside for you.

If we end your care

We may end your access to the service if:

• You give us false information about your health or identity
• You use the service for someone other than yourself
• You don't complete required monitoring
• Your doctor determines that continuing treatment isn't clinically appropriate
• You're abusive to our staff or your doctor

Where we end your care and you're on treatment, we'll tell you in writing, explain why, and give you enough notice and information to arrange care elsewhere. We won't leave you without a plan.

Your records

Your clinical records belong to your care, not to us in a way that locks you out. You can request a copy at any time — see our Privacy Policy for how.

If you move to another provider, we'll transfer your records on request.

Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

Our services come with guarantees that can't be excluded under Australian Consumer Law, including that services will be provided with due care and skill.

Subject to those rights, and to the extent the law permits, our liability for any claim connected with the service is limited to resupplying the service or paying the cost of having it resupplied.

We're not liable for outcomes arising from information you gave us that was inaccurate or incomplete, or from not following your doctor's advice.

Complaints

Email admin@helixmenshealth.com.au and tell us what's happened. We'll acknowledge within 5 business days and respond within 30. Most things get sorted faster that way.

Changes to these terms

We'll update these terms as the service changes. The version number and date at the top tell you which version you're reading.

If a change materially affects your rights or what you pay, we'll notify you directly and give you reasonable notice before it takes effect.

Governing law

These terms are governed by the laws of Victoria, Australia.

Contact

Helix Mens Health Pty Ltd admin@helixmenshealth.com.au