1. About these Terms.
These Terms & Conditions (“Terms”) apply to your use of the Verb Clinic by Enliven website, the Verb pre-screen and other services provided directly by Verb.
Verb Clinic (“Verb”, “we”, “us” or “our”) is operated by JZHAO INVESTMENTS PTY LTD, ABN 20 652 582 431.
By using our website or completing the Verb pre-screen, you agree to these Terms and acknowledge our Privacy Policy.
2. Verb, clinical services and Enliven Pharmacy.
Verb provides the website, pre-screen and pathway through which you may access telehealth healthcare services.
Appointment bookings and telehealth consultations may be facilitated through third-party clinical support and telehealth service providers, together with appropriately qualified healthcare practitioners.
Clinical healthcare services are provided by the treating healthcare practitioner. Verb does not direct or override the independent professional judgement of your treating practitioner.
Where pharmacy services are required, Enliven Pharmacy may provide dispensing, pharmacy support and delivery services.
Clinical support providers, telehealth service providers and Enliven Pharmacy may each have separate terms and privacy practices that apply to the services they provide.
3. General website information.
Information published on the Verb website is general in nature and is provided for informational purposes.
It is not intended to replace personalised medical advice, diagnosis or treatment from an appropriately qualified healthcare professional.
You should not rely on information on this website to start, stop or change medical treatment without appropriate professional advice.
4. The Verb pre-screen.
The Verb pre-screen is a preliminary questionnaire intended to help determine whether a Verb consultation may be a suitable next step.
The pre-screen is not a medical consultation, clinical assessment or diagnosis and does not determine whether you are eligible for a particular treatment or prescription.
The answers you provide are assessed using predefined logic to generate a preliminary result.
A result indicating that you may proceed to booking does not guarantee that:
- A healthcare practitioner will consider a particular treatment suitable for you.
- A prescription will be issued.
- A particular healthcare outcome will be achieved.
All clinical decisions are made independently by the treating practitioner following an appropriate individual assessment.
5. Providing accurate information.
You are responsible for providing information that is accurate and complete to the best of your knowledge when completing the Verb pre-screen or communicating with us.
When receiving healthcare services, you should provide your treating practitioner with complete and accurate information relevant to your health and care.
Incomplete or inaccurate information may affect whether a service can be safely or appropriately provided.
6. Booking a consultation.
Verb uses a secure third-party booking service to facilitate appointment bookings.
The booking portal may be displayed as a separate hosted page or embedded within the Verb website.
Even where a booking portal appears within the Verb website, it may be operated by an independent clinical support or telehealth service provider.
Information entered into the booking service may be subject to the terms, privacy practices and healthcare obligations applying to the relevant service provider and healthcare practitioner.
Where appropriate, information you have already provided to Verb may be securely transferred to the booking service to simplify your booking experience and support the provision of healthcare services.
7. Telehealth consultations.
Healthcare consultations accessed through Verb are delivered remotely by an appropriately qualified healthcare practitioner through telehealth.
Your treating practitioner is responsible for determining whether telehealth is appropriate for your individual circumstances.
A practitioner may determine that additional assessment, an in-person consultation, investigations, referral or another form of care is more appropriate.
No particular clinical outcome, treatment or prescription is guaranteed by booking or attending a consultation.
8. Clinical decisions.
All treatment and prescribing decisions are made independently by the treating healthcare practitioner in accordance with their professional obligations and clinical judgement.
You may discuss your previous treatment experience, preferences and questions with your practitioner, but a practitioner is not required to recommend or prescribe a particular treatment.
Your practitioner may decide that treatment is not appropriate, that additional information is required or that another healthcare pathway is more suitable.
9. Consultation fees.
Current consultation prices are displayed on the Verb website and/or within the booking portal.
The applicable price will be presented before you confirm your booking.
Consultation fees relate to the healthcare consultation and do not guarantee that a prescription or particular treatment will be provided.
Unless expressly stated otherwise, consultation fees do not include pharmacy, dispensing, medication or delivery costs.
10. Payment, cancellations and refunds.
Payment processing, appointment cancellation, missed appointment and refund arrangements may be administered through the relevant booking or telehealth service provider and will be subject to the conditions presented to you when you make your booking.
You should review the applicable booking, cancellation and refund conditions before confirming your appointment.
Nothing in these Terms excludes, restricts or modifies rights that cannot lawfully be excluded under the Australian Consumer Law.
11. Pharmacy services.
If a prescription forms part of your treatment plan, your prescription may be provided to Enliven Pharmacy where you have requested, authorised or otherwise chosen Enliven Pharmacy to provide pharmacy services.
Enliven Pharmacy is responsible for dispensing decisions, product availability, pharmacy advice, pharmacy charges and delivery arrangements.
The issue of a prescription does not require a pharmacist to dispense where the pharmacist determines that dispensing would not be appropriate or lawful.
Separate pharmacy terms, privacy practices and delivery conditions may apply.
12. Delivery.
Where Enliven Pharmacy arranges delivery, estimated delivery or turnaround times are indicative only unless expressly stated otherwise.
Delivery may be affected by prescription processing, product availability, patient location, courier services, weekends, public holidays and other circumstances outside Verb’s control.
13. Follow-up care.
A treating practitioner may recommend follow-up care based on your individual circumstances and clinical needs.
If your health changes, symptoms worsen or you experience concerns relating to a treatment, you should seek appropriate healthcare advice rather than waiting for a scheduled follow-up appointment.
14. Emergency care.
Verb is not an emergency medical service.
Do not use the Verb website, pre-screen or booking service for a medical emergency.
If you require urgent medical assistance, call 000 or attend an appropriate emergency department.
15. Third-party platforms and services.
Our website may contain, link to or embed services provided by third parties, including clinical support providers, telehealth service providers and Enliven Pharmacy.
Those third-party services may be governed by their own terms and privacy practices.
Verb is responsible for services provided directly by Verb but does not control the independent clinical decisions of healthcare practitioners or the independent operations of third-party service providers.
16. Website availability.
We take reasonable steps to maintain the availability and security of our website but cannot guarantee that the website will always be available, uninterrupted or free of technical errors.
We may temporarily restrict access for maintenance, security or technical reasons.
17. Links to other websites.
Our website may contain links to external websites for convenience or to help you access related services.
We are not responsible for the content, availability or privacy practices of an independent third-party website.
18. Intellectual property.
Unless otherwise stated, text, branding, graphics, design and other content on the Verb website are owned by or licensed to Verb.
You may access website content for personal, non-commercial use.
You must not reproduce, distribute, modify or commercially exploit our content without permission except where permitted by law.
19. Acceptable use.
You must not use the Verb website:
- For an unlawful or fraudulent purpose.
- To interfere with the security or operation of the website.
- To attempt to gain unauthorised access to systems or information.
- To submit deliberately false or misleading information.
- To engage in threatening, abusive or inappropriate behaviour towards staff or practitioners.
20. Australian Consumer Law.
Our services may come with rights and consumer guarantees under the Australian Consumer Law that cannot be excluded, restricted or modified.
Nothing in these Terms is intended to exclude, restrict or modify any guarantee, right or remedy that cannot legally be excluded.
21. Privacy.
Verb handles personal information in accordance with our Privacy Policy and applicable privacy laws.
Information entered into third-party booking, clinical support, telehealth or pharmacy services may also be subject to the privacy practices applying to those services.
Please review our Privacy Policy for further information.
22. Changes to these Terms.
We may update these Terms where our services, systems or legal obligations change.
Updated Terms will be published on the website with a revised “Last updated” date.
Changes will not retrospectively alter rights relating to an already completed transaction where doing so would be unlawful.
23. Governing law.
These Terms are governed by the laws of New South Wales, Australia, subject to any consumer or other rights that apply regardless of this clause.
24. Contact us.
Verb Clinic
support@verbclinic.com.au