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Patient Terms and Conditions

Conative Health Pty Ltd trading as IKAO Health

  1. About These Terms

These Patient Terms and Conditions (“Terms”) govern your engagement with the clinical services provided by Conative Health Pty Ltd trading as IKAO Health (ABN: 32676576391) (“IKAO Health”, “we”, “us”).

By booking a consultation or engaging our clinical services you agree to be bound by these Terms.

These Terms should be read alongside our Privacy Policy, Website Terms and Conditions, Medical Disclaimer, and Cancellation Policy, all of which are available on our website.

  1. Nature of Services

IKAO Health is a private telehealth clinical service operating across Australia.

Our services include:

  • Clinical consultations via telehealth
  • Health assessment coordination
  • Diagnostic testing coordination
  • Development of personalised treatment plans
  • Follow up consultations as included in your service package

IKAO Health is not a general practice, emergency service, or hospital. Our services are not appropriate for acute, urgent, or emergency health presentations.

  1. Private Service — No Medicare Rebate

IKAO Health is a private clinical service. All consultations and services are privately billed.

Medicare and PBS rebates do not apply to any IKAO Health service. All fees are payable by you directly and will not be claimable through Medicare or any government health scheme.

Some private health insurance policies may provide partial rebates for telehealth consultations. We recommend checking with your insurer directly as we are unable to confirm your individual entitlements.

  1. Practitioner Relationship

Consultations are conducted by qualified healthcare practitioners who are independently registered with their relevant professional board under AHPRA.

You acknowledge that:

  • Clinical decisions are made independently by your treating practitioner
  • IKAO Health provides administrative, platform, and clinical coordination support
  • Your practitioner acts within their professional scope and obligations at all times
  • The practitioner you consult with may vary between appointments as the service grows

Engaging IKAO Health services establishes a clinical relationship for the duration of your consultation and any included follow up. It does not establish an ongoing practitioner-patient relationship beyond your booked services unless explicitly agreed.

  1. Telehealth Acknowledgement

By booking a telehealth consultation you acknowledge that:

  • Consultations are conducted via video or phone
  • Telehealth has inherent limitations compared to in-person clinical assessment
  • Physical examination is not possible via telehealth
  • Your practitioner may recommend in-person assessment, specialist referral, or additional investigation where clinically appropriate
  • You are responsible for ensuring you have a suitable private environment and stable internet connection for your consultation
  1. Diagnostic Testing

Your practitioner may recommend diagnostic testing as part of your care. For service packages that include testing at the point of booking you acknowledge that:

  • Diagnostic testing is ordered and coordinated at the time of booking
  • Testing costs are incurred immediately upon booking and are non-refundable under any circumstances including cancellation, rescheduling, or non-attendance
  • The non-refundable testing component of your service fee will be itemised in your booking confirmation
  • Where a refund is approved for any reason, the testing component of your fee will be excluded from any refund calculation
  • Diagnostic testing is coordinated through third party providers and results are subject to those providers’ processing timeframes
  • Participation in testing beyond what is included in your package is voluntary and additional costs will be communicated before you proceed
  • Results are interpreted by your IKAO Health practitioner as part of your ongoing care
  • You are responsible for completing and returning any testing kit dispatched to you in accordance with the instructions provided
  1. Treatment Plans and Prescriptions

IKAO Health practitioners may develop personalised treatment plans as part of your care. You acknowledge that:

  • Treatment plans are based on your individual clinical presentation and test results
  • IKAO Health does not guarantee that prescriptions, referrals, or specific treatments will be issued
  • Where prescribing is required, IKAO Health coordinates referral to an appropriately qualified prescriber
  • Compounded medicines where recommended are dispensed through partner compounding pharmacies
  • You are responsible for informing your practitioner of all current medications, supplements, and health conditions
  1. Fees and Payment

All consultation fees are displayed on our website and in our booking system. Fees are payable at the time of booking unless otherwise agreed in writing.

All fees are quoted in Australian dollars and include GST where applicable.

By completing a booking you authorise payment of the applicable fee. Receipts are provided for all transactions.

  1. Cancellation and Rescheduling

Cancellations and rescheduling are governed by our Cancellation Policy, which is available in our booking system and on our website. By booking an appointment you agree to the terms of our Cancellation Policy.

  1. Your Responsibilities

You agree to:

  • Provide accurate, complete, and current information about your health, medications, and history
  • Attend your appointment at the scheduled time
  • Notify us as soon as possible if you need to cancel or reschedule
  • Use our services only for lawful purposes
  • Not share your patient portal access with any other person
  • Seek emergency care immediately if your condition deteriorates acutely

You acknowledge that the accuracy of clinical recommendations depends significantly on the accuracy and completeness of the information you provide.

  1. Clinical Outcomes

IKAO Health and its practitioners do not guarantee specific clinical outcomes. Health outcomes depend on many individual factors outside our control including your adherence to recommended treatment, your individual biology, and factors not disclosed or known at the time of consultation.

All care is provided based on independent clinical assessment by qualified practitioners acting within their professional scope.

  1. Complaints

If you have a concern about the care you have received please contact us in the first instance at info@ikaohealth.com. We take all concerns seriously and will respond within five business days.

If your concern relates to the professional conduct of a practitioner you may also contact AHPRA at www.ahpra.gov.au.

  1. Limitation of Liability

To the maximum extent permitted by Australian Consumer Law, IKAO Health’s liability in connection with clinical services is limited to the resupply of the relevant service or a refund of the fee paid for that service, at our discretion.

Nothing in these Terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition implied or imposed by the Australian Consumer Law that cannot be excluded or limited by agreement.

  1. Privacy

Your personal and health information is handled in accordance with our Privacy Policy, available at www.ikaohealth.com

  1. Governing Law

These Terms are governed by the laws of Queensland, Australia. You submit to the non-exclusive jurisdiction of the courts of Queensland for the resolution of any disputes.

  1. Changes to These Terms

We may update these Terms from time to time. The current version will always be available on our website and booking system. Continued engagement with our services following any update constitutes your acceptance of the revised Terms.

  1. Contact Us

For all enquiries relating to these Terms please contact:

IKAO Health Conative Health Pty Ltd
Email: info@ikaohealth.com 
Website: ikaohealth.com 

IKAO Health is a private clinical service. Consultations are not Medicare rebatable. All website content is for informational purposes only and does not constitute medical advice. Always consult a qualified healthcare practitioner before making health decisions. © IKAO Health. All rights reserved. Website by Hospitality Mavens.