Terms of Service

1. About this service and who it is for

Apex TRT is a doctor-led telehealth clinic based at 460 Lonsdale St, Melbourne VIC 3000. We provide medical consultations, pathology ordering and, where clinically appropriate, prescriptions for testosterone replacement therapy, delivered by AHPRA-registered doctors to patients anywhere in Australia.

These terms apply when you use our website, complete the eligibility check, book or attend a consultation, or use the patient portal. By doing any of those things you agree to these terms. If you do not agree, please do not use the service.

Our service is for adults aged 18 or over who live in Australia. We do not treat people outside Australia and we do not treat anyone under 18.

2. Not for emergencies

Apex TRT is not an emergency service. If you have a medical emergency, call 000 or go to your nearest emergency department. Messages sent through the portal or by email are not monitored around the clock and should never be used for anything urgent.

Our service does not replace your relationship with your regular GP. We encourage you to keep your GP informed about any treatment we provide, and with your consent we will share your records with them.

3. Eligibility is a clinical decision

The eligibility check on our website is a screening tool. It helps you and our care team decide whether a consultation is worthwhile. It is not a diagnosis and it does not mean you will be prescribed treatment.

Whether treatment is appropriate for you is decided by an Apex TRT doctor, based on your consultation, your medical history and your pathology results. Our doctors follow the clinical guidelines and prescribing rules that apply in Australia, including those of the Therapeutic Goods Administration (TGA). A doctor may decline to prescribe, or may recommend a different course of action, at any stage. That decision is final and is made in your interest.

Individual results vary. We do not guarantee any particular outcome from treatment.

4. Consultations and pathology

Consultations are delivered by phone at the time you book. You are responsible for having a private space, a working device and a stable internet or phone connection. If a consultation cannot go ahead because of a technical problem on our side, we will reschedule it at no cost.

Where a doctor orders pathology, we will send you a request to take to an Australian pathology collection centre. Your results are returned to your doctor, who reviews them before they are released to you in the portal. We aim to review results within 48 hours of receiving them. Timeframes for collection and processing depend on the pathology provider and are outside our control.

You agree to give us accurate and complete information about your health, your medications and your medical history, and to tell us if anything changes during treatment. Inaccurate information can make treatment unsafe.

5. Prescriptions and pharmacies

If your doctor decides treatment is appropriate, they will issue an electronic prescription (eScript) sent to your phone or email through the national electronic prescribing system. You can have it dispensed at any Australian pharmacy you choose.

Apex TRT does not sell, stock, supply or ship medication, and nothing on this website is an offer to sell medication. Medication is purchased from and dispensed by your pharmacy at that pharmacy's prices. Pharmacy pricing, stock availability and dispensing decisions are matters for the pharmacy.

Prescriptions are issued for your use only. You must not share, sell or transfer any medication prescribed to you.

6. Fees, payments and refunds

Our fees are listed on the pricing page and are shown in Australian dollars, GST inclusive where GST applies. Consultation fees are charged at the time you book. Payment is made by card through our payment processor and a receipt is emailed to you.

You can cancel or reschedule a consultation through the portal or by contacting the care team. If you cancel with reasonable notice you will receive a full refund or can move your booking to another time at no cost. Reasonable notice means at least 48 hours before the scheduled start time. Cancellations with less notice, and missed appointments, may be charged the full consultation fee at our discretion.

Consultation fees cover the doctor's time and clinical assessment. They are not refundable because a doctor decides not to prescribe, or because you choose not to proceed with treatment after a consultation has taken place.

Nothing in this section limits your rights under the Australian Consumer Law, including your right to a refund where a service is not delivered with due care and skill.

7. Your patient portal account

The patient portal gives you access to your appointments, results, scripts and treatment plan. You are responsible for keeping your login details confidential and for everything that happens under your account. Do not share your login with anyone. If you think your account has been accessed without your permission, tell us straight away.

We may suspend or close an account that is used in breach of these terms, that is used by someone other than the patient, or where we believe it is necessary for safety or legal reasons.

We work to keep the portal available and secure, but we do not promise it will be available at all times. Planned maintenance and unplanned outages will happen from time to time.

8. Website content and privacy

Information on this website, including articles, FAQs and descriptions of treatment, is general information only. It is not medical advice and it is not tailored to your circumstances. Do not act on it without talking to a doctor. Medical advice is only given to you within a consultation with an Apex TRT doctor.

All content on this website, including text, images, logos and the eligibility check, belongs to Apex TRT or its licensors. You may view and print it for your personal use. You must not copy, reproduce or use it for any commercial purpose without our written permission.

How we collect, use and protect your personal and health information is described in our Privacy Policy, which forms part of these terms.

9. Liability and Australian Consumer Law

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

To the extent permitted by law, we are not liable for loss or damage arising from information on the website being used as a substitute for medical advice, from your failure to give us accurate information, from delays caused by pathology providers, pharmacies or telecommunications services, or from your use of the service in breach of these terms.

Where liability cannot be excluded but can be limited, our liability is limited, at our option, to supplying the service again or paying the cost of having the service supplied again.

These terms are governed by the laws of Victoria, Australia, and you agree to the non-exclusive jurisdiction of the courts of Victoria.

10. Changes to these terms and contact

We may update these terms from time to time. The date at the top of this page shows when they were last changed. If we make a significant change, we will let existing patients know through the portal or by email before it takes effect. Continuing to use the service after a change means you accept the updated terms.

If you have any question about these terms, contact us:

• Email: support@apextrt.com.au
• Post: Apex TRT, 460 Lonsdale St, Melbourne VIC 3000