Terms & Conditions

Last updated: 28 October 2025

1. Who we are and how these terms work

These Terms & Conditions ("Terms") govern your use of the website and service operated by First Point Health Pty Ltd (ACN 691 756 671) ("we", "us", "our"). By submitting a request on our website or otherwise using the Service, you agree to these Terms.

2. What we do (scope of service)

We provide a digital platform that aims to connect users with registered health practitioners, including doctors, pharmacists, and nurses, for consultations relating to straightforward, non-emergency health matters. These consultations are conducted solely to determine whether a certificate for personal sick leave can be appropriately issued in accordance with the Fair Work Act 2009 (Cth).

All consultations are conducted by independent, registered health practitioners who exercise their own professional judgment. Our platform facilitates access to these practitioners but does not itself provide medical, nursing, or pharmaceutical services. A certificate may be issued only where, in the practitioner's professional opinion, you are personally unfit for work due to illness or injury. Certificates reflect the date of consultation and are not treatment plans or comprehensive medical assessments. If your symptoms persist, worsen, or involve urgent or complex conditions, you should seek immediate in-person medical care.

Where a consultation is conducted by a registered pharmacist, the consultation is limited to straightforward, non-emergency matters and is solely for the purpose of assessing whether a certificate for absence from work (personal sick leave only) can be issued under the Fair Work Act 2009 (Cth). Pharmacists are not medical practitioners and do not diagnose, treat, or manage emergencies or complex conditions. A certificate may be issued only where, in the pharmacist's professional opinion, you are personally unfit for work due to illness or injury. Certificates reflect the date of consultation and are not medical certificates or treatment plans. If your symptoms persist or worsen, you must seek urgent in-person medical care.

Certificates issued in relation to personal sick leave are issued at the discretion of the health practitioner. We only provide a digital platform that aims to connect users with registered health practitioners. We are not responsible for any action/s of any registered health practitioners. All consultations are conducted by health practitioners of whom are external practitioners.

Unless otherwise specified, the consultation will be conducted by a registered pharmacist.

3. Not for emergencies

If you have severe or worrying symptoms (e.g. chest pain, breathing difficulty, signs of stroke, heavy bleeding, loss of consciousness, suicidal thoughts), call 000 or attend an emergency department. The Service and/or any consultation of which any health practitioner may provide via our digital platform, is not suitable for urgent or critical conditions.

4. Eligibility and consent

You must be 18 years of age or above to use the Service. You confirm you are located in Australia at the time of the consultation.

5. Statement & Declarations

By using the Service, you acknowledge and agree that:

5.1 Scope & medical disclaimer – Any certificate issued supports absence from work on personal leave only. A pharmacist is not a medical practitioner and cannot provide a medical certificate. Any consultation with a pharmacist does not replace medical treatment. If your condition persists or worsens—or if you have red-flag symptoms (e.g. chest pain, breathing difficulty, stroke symptoms, heavy bleeding, loss of consciousness, suicidal thoughts)—seek medical attention or call 000. A nurse practitioner is not a medical practitioner and cannot provide a medical certificate. Any consultation with a nurse practitioner does not replace medical treatment. If your condition persists or worsens—or if you have red-flag symptoms (e.g. chest pain, breathing difficulty, stroke symptoms, heavy bleeding, loss of consciousness, suicidal thoughts)—seek medical attention or call 000.

5.2 Professional judgement; no guarantee – Issuing a certificate is at the registered health practitioner's professional discretion based on the information you provide. A certificate is not guaranteed.

5.3 Employer acceptance – You are responsible for confirming whether your employer accepts pharmacist-issued certificates. You are responsible for confirming whether your employer accepts nurse-issued certificates.

5.4 Accuracy of information – You declare the information you provide (including medications, allergies and relevant history) is true, accurate and up-to-date. You must give a complete and accurate description of your reasons for requesting a certificate, warrant that any information you provide is true and correct, provide medical history where relevant, and ensure that the certificate has all the information required by your employer. Providing incomplete or misleading information may result in refusal to issue a certificate.

5.5 We do not provide clinical advice or guidance by phone (written guidance only) – Any comments made during the call are general in nature and does not constitute clinical advice, a diagnosis, or a treatment plan. No guidance or clinical advice is provided over the phone. If any guidance is to be provided, it will be issued in writing and clearly identified as such (e.g. by email or SMS after the call). If no written guidance is provided, you must not treat anything said on the call as guidance. Where both verbal and written comments exist, the written guidance prevails. If symptoms persist or adverse effects occur, call 000 or seek emergency medical care.

5.6 Liability acknowledgement – To the extent permitted by law, we are not liable for loss arising from: (a) any action of a health practitioner providing any service via our digital platform (b) your failure to provide accurate information; (c) your failure to follow guidance; or (d) your delay in seeking appropriate medical care. Nothing in these Terms limits your rights under the Australian Consumer Law (ACL) or excludes liability for fraud, personal injury, negligence, or where liability cannot lawfully be excluded.

6. How it works (process)

You complete an online intake form providing information for the registered health practitioner to review. A registered health practitioner calls you to conduct the phone consultation (they may also request clarifications before or during the call). The registered health practitioner decides whether to issue an Absence from Work certificate for personal illness/injury. If issued, your certificate is sent to your email. If not issued, you will be recommended to consult a GP.

Where a consultation is conducted by a registered pharmacist, the pharmacist decides whether to issue an Absence from Work certificate for personal illness/injury. If issued, your certificate is sent to your email. If not issued, you will be recommended to consult a GP.

7. Your responsibilities

You must provide accurate, complete and current information; misrepresentation may lead to refusal to issue a certificate. You should confirm with your employer whether a pharmacist-issued certificate is accepted, and be available (email/phone) during the consultation window.

8. Fees, payment and refunds

No certificate, no charge. You authorise us (via our payment processor) to place an authorisation/hold or create a payment intent at the time of request; you are charged only if a certificate is issued. Payments are processed by Stripe. You agree to Stripe's consumer terms and policies. If a certificate is not issued, we will cancel the charge/intent. If a certificate is issued and delivered, fees are non-refundable except as required by the ACL.

9. Identity checks

We may request additional identification or verification to protect against misuse or to meet professional obligations. If you do not provide requested information, we may decline our Service to you.

10. Third-party services

We use reputable service providers to operate and deliver the Service (e.g. secure hosting, email, payments). Your use of payments is also subject to those providers' terms (e.g. Stripe). We are not responsible for outages, errors or delays caused by third-party platforms, but we will act reasonably to minimise disruption.

11. Service limitations and availability

While we take care to deliver a reliable Service, you acknowledge that internet/telephony services may be unavailable, delayed, or error-prone at times; calls or messages may be delayed or fail for reasons beyond our control; and information transmitted online may not be perfectly secure.

We may change features or suspend the Service (in whole or part) for maintenance, upgrades or legal/compliance reasons.

12. Professional boundaries and outcomes

The registered health practitioner's decision to issue a certificate is based on their professional judgement and the information you provide. A certificate is not guaranteed. The registered health practitioner may refuse to issue, or revoke/cancel, a certificate if they believe information provided is inaccurate, misleading or incomplete, or if the matter requires in-person review.

13. Health and general information disclaimer

Information provided during the Service is general health information, not medical advice, diagnosis, or a treatment plan. Always seek appropriate medical care from a GP or emergency services when needed.

Information provided by pharmacists during the Service is general health information within pharmacist scope, not medical advice, diagnosis, or a treatment plan. Always seek appropriate medical care from a GP or emergency services when needed.

14. Intellectual property (website content)

All text, graphics, logos and other materials on the website are our property or used under licence. You must not reproduce, adapt or distribute our materials without our written permission.

15. Privacy and data protection

We handle personal information in line with our Privacy Policy at /privacy-policy, which explains what we collect, how we use it, where it's stored, who we share it with (including Stripe for payments), and your rights. By using the Service and this website, you agree to the Privacy Policy.

16. Warranties and consumer guarantees

To the maximum extent permitted by law, we exclude all warranties, conditions and representations not expressly set out in these Terms. Nothing in these Terms excludes, restricts or modifies the consumer guarantees provided by the ACL. If the Service has a failure that is not a major failure, you are entitled to a remedy under the ACL.

17. Liability

To the maximum extent permitted by law, our total aggregate liability to you for loss or damage in connection with the Service is limited to the fee you paid for the certificate (if any), and we are not liable for any indirect or consequential loss, loss of profits, goodwill, opportunity, and/or data.

This clause does not limit liability for fraud, or where liability cannot lawfully be excluded.

18. Complaints and dispute resolution

If you have a concern, please contact us at support@firstpointhealth.com.au. We will try to resolve issues promptly and in good faith. If not resolved within 14 days, either party may commence proceedings. You may also raise privacy complaints with the OAIC as set out in our Privacy Policy.

19. Ending or changing the Service

These Terms apply when you use our Service and website. We may update these Terms from time to time by publishing a new version at /terms-and-conditions. Your continued use after the effective date constitutes acceptance of the updated Terms.

20. General

Governing law: Queensland, Australia. You submit to the courts of Queensland and their appeals.
Severability: If any part of these Terms is invalid, the rest remains effective.
No waiver: A failure to enforce a right is not a waiver.
Assignment: You must not assign your rights or obligations without our written consent.
Notices: We may contact you at the email or phone you provided with your request. Email notices are deemed received 24 hours after sending unless they bounce or are undeliverable.

Contact

First Point Health Pty Ltd
Email: support@firstpointhealth.com.au