Apex Vitality — Telehealth Terms of Service

Issued by: Vitalis 3.0 Pty Ltd
ABN: 36 688 866 113
Trading as: Apex Vitality
Effective date: 7 July 2026

1. Purpose and scope

These Telehealth Terms of Service (“Telehealth Terms”) govern the provision and use of telehealth services delivered by or through Apex Vitality, including video consultations, telephone consultations, secure messaging, digital communications, remote clinical review, remote pathway support, and related digital health services (“Telehealth Services”).

These Telehealth Terms apply to telehealth interactions connected with Apex Vitality services, including Strategy Consultation, Vitalmap™, Apex Blueprint™, focused pathways, Apex Continuity, coaching, biomarker panel follow-up, Performance Tools, and other related services.

These Telehealth Terms operate alongside our:

• Terms & Conditions 
• Privacy Policy 
• Clinical Disclaimer 
• Consent / Patient Information 
• Refund & Cancellation Policy 
• any service-specific terms disclosed at the time of purchase or booking 

If there is any inconsistency, these Telehealth Terms apply only to telehealth-related matters.

2. What is telehealth?

Telehealth involves the delivery of healthcare, health-support, clinical review, pathway guidance, or related services using telecommunications and digital technologies.

This may include:

• video consultations 
• telephone consultations 
• secure messaging 
• digital intake forms 
• remote review of health information 
• remote review of pathology or biomarker results 
• remote pathway support 
• remote clinical communication 
• digital client portal communication 

Telehealth may be convenient and effective in many circumstances, but it is not suitable for every health concern and does not replace emergency care or in-person assessment where those are required.

3. Eligibility and consent

By accessing Apex Telehealth Services, you confirm that:

• you are at least 18 years of age; 
• you have capacity to provide informed consent; 
• you consent to receiving services by telehealth; 
• you understand the benefits and limitations of telehealth; 
• you will provide accurate, complete, and current information; 
• you will notify Apex or the treating practitioner if your health status, medications, symptoms, or circumstances change. 

You may withdraw consent to telehealth at any time. If you withdraw consent, we may be unable to provide some or all Services remotely and may recommend in-person care, referral, or another suitable option.

4. Nature and limitations of telehealth

You acknowledge that telehealth:

• relies on the information you provide; 
• may be limited by the absence of physical examination; 
• may not be suitable for all symptoms, conditions, risks, or circumstances; 
• may require additional information, testing, in-person assessment, referral, or follow-up; 
• may be affected by technical, platform, privacy, or communication limitations. 

Apex clinicians or practitioner partners may determine that telehealth is not appropriate or sufficient for your situation.

No health outcome, pathway activation, diagnosis, prescribing decision, advanced option, treatment, product access, or eligibility outcome is guaranteed.

5. No emergency or urgent care

Apex Vitality does not provide emergency medical care, urgent care, crisis care, or acute medical management.

If you experience symptoms such as chest pain, severe shortness of breath, loss of consciousness, signs of stroke, severe allergic reaction, acute neurological symptoms, severe mental health crisis, suicidal thoughts, or any other urgent or emergency concern, you must contact emergency services, attend an emergency department, or contact an urgent medical provider immediately.

In Australia, call 000 in an emergency.

Telehealth messages, forms, emails, portal messages, and scheduled consultations must not be used for emergency or urgent medical issues.

6. Apex services delivered by telehealth

Telehealth may be used in relation to:

• Strategy Consultation 
• Vitalmap™ review and communication 
• Apex Blueprint™ review and support 
• focused pathway support 
• Apex Continuity 
• coaching where appropriate 
• biomarker panel follow-up where relevant 
• clinical communication and digital client portal support 
• other services disclosed at the time of purchase or booking 

The level of telehealth review depends on the service purchased. For example, a Strategy Consultation does not replace Vitalmap™, and a standalone biomarker panel does not include the same clinician-led review or pathway suitability assessment as Vitalmap™ unless expressly stated.

7. Clinicians and practitioner partners

Telehealth Services may be provided by:

• clinicians engaged by Apex Vitality; 
• independent medical practitioner partners; 
• allied health or other practitioner partners where applicable; 
• other appropriately qualified healthcare professionals using or interacting with Apex systems. 

Where services are delivered by practitioner partners:

• those practitioners operate under their own professional registration, scope, obligations, and clinical judgement; 
• clinical responsibility rests with the treating practitioner for the care they provide; 
• Apex Vitality may act as a facilitator, coordinator, technology provider, service platform, referrer, or support provider depending on the service. 

Not every Apex interaction is a medical consultation. The nature of the service will depend on the product or service purchased and the practitioner involved.

8. Your responsibilities

You agree to:

• provide accurate and complete personal, medical, medication, symptom, allergy, pathology, and health-history information; 
• disclose relevant medical conditions, risks, medications, supplements, prior results, and current symptoms; 
• update Apex or the treating practitioner if your circumstances change; 
• attend consultations on time; 
• complete intake forms, consents, questionnaires, and requested information accurately; 
• use the telehealth platform in a private and appropriate environment; 
• follow instructions for pathology, monitoring, follow-up, referral, or escalation where provided; 
• seek urgent or in-person care where required. 

Failure to provide accurate information may affect the quality, safety, suitability, or availability of Services.

9. Technology and technical risks

Telehealth relies on digital systems and communication technologies.

Technical issues may include:

• connectivity problems; 
• platform failure; 
• audio or video limitations; 
• device failure; 
• file upload issues; 
• system outages; 
• delayed or missed messages; 
• security or access limitations. 

Apex takes reasonable steps to use secure and reliable platforms, but we do not guarantee uninterrupted, error-free, or continuously available access.

If technical issues prevent safe or effective delivery, a consultation may be rescheduled, converted to telephone where appropriate, redirected, cancelled, or referred to another provider.

10. Privacy and confidentiality

Telehealth Services involve the collection, use, storage, and disclosure of personal information and health information.

Apex handles personal and health information in accordance with our Privacy Policy, consent processes, and applicable privacy laws.

You acknowledge that:

• no digital communication system is entirely risk-free; 
• reasonable safeguards are used to protect confidentiality; 
• you are responsible for choosing a private location for telehealth consultations; 
• other people should not be present unless you consent and the clinician agrees; 
• shared devices, public Wi-Fi, workplace networks, or unsecured email may increase privacy risks. 

You should not submit sensitive health information through channels not approved or requested by Apex.

11. Recording of consultations

Telehealth consultations are not recorded unless:

• you are informed in advance and provide consent; or 
• recording is required or authorised by law. 

You must not record, screenshot, copy, reproduce, distribute, or publish any telehealth consultation, message, document, or clinical communication without the consent of the clinician and Apex Vitality, unless permitted by law.

Apex may keep clinical notes, records, summaries, or administrative records as required for service delivery, safety, compliance, and legal obligations.

12. Prescriptions, referrals, investigations, and follow-up

Where clinically appropriate and within professional scope, a clinician or practitioner partner may:

• recommend investigations; 
• request pathology or other testing; 
• issue referrals; 
• provide follow-up instructions; 
• make clinical recommendations; 
• prescribe medication; 
• decline prescribing; 
• refer you to in-person care, your GP, specialist, allied health provider, emergency care, or another provider. 

Prescribing decisions are subject to:

• clinical judgement; 
• professional standards; 
• regulatory requirements; 
• suitability and safety; 
• information available at the time; 
• practitioner discretion; 
• service scope. 

Not all medications, treatments, compounded products, Performance Tools, or advanced options can be prescribed, recommended, supplied, or supported via telehealth.

Purchasing a service or product does not guarantee prescribing, treatment, pathway activation, advanced options, or access to Performance Tools.

13. Vitalmap™, pathways, Blueprint™, and telehealth

Apex uses telehealth as part of its structured system where appropriate.

Vitalmap™ may involve remote intake, review, interpretation, communication, and next-step direction.

Focused pathways begin with Vitalmap™ and activate only where findings, suitability, review, and clinical context support progression.

Apex Blueprint™ includes the Vitalmap™ foundation and extends it into interpretation, priority mapping, strategic synthesis, and roadmap design.

Telehealth may support these services, but telehealth does not remove the need for suitable assessment, review, clinical judgement, in-person care, or referral where required.

14. Biomarker panels and telehealth

Standalone biomarker panels are private pathology and data products unless expressly stated otherwise.

Apex Biomarker Summaries may be provided digitally and may include high-level result themes, markers of interest, and possible next-step considerations.

A standalone biomarker panel does not diagnose medical conditions, provide treatment advice, change medications, or confirm eligibility for Apex pathways.

If you have symptoms, abnormal results, complex history, medication concerns, or health concerns, you should discuss results with your GP, specialist, or appropriately qualified healthcare professional.

Where appropriate, Apex may suggest Vitalmap™, a focused pathway, Blueprint™, further review, referral, or no immediate action.

15. Fees, cancellations, and missed appointments

Fees for Telehealth Services are disclosed at booking or purchase.

Unless otherwise stated:

• appointments may be cancelled or rescheduled up to 24 hours before the scheduled time without charge; 
• late cancellations, late attendance, or failure to attend may result in the full fee being charged; 
• fees for consultations or services already delivered are generally non-refundable, except where required by Australian Consumer Law; 
• refund and cancellation rights are further described in our Refund & Cancellation Policy. 

Where a consultation is rescheduled due to technical failure, clinical unsuitability, or operational issue, Apex will advise the available options.

16. No guarantee of continuity

Apex does not guarantee:

• availability of a specific clinician; 
• ongoing access to the same practitioner; 
• that telehealth will be appropriate for future consultations; 
• uninterrupted access to telehealth systems; 
• pathway activation or ongoing support; 
• prescribing, treatment, advanced options, Performance Tools, or clinical eligibility. 

Where continuity with a particular practitioner is clinically important but unavailable, Apex may offer a suitable alternative or recommend external care.

17. Clinical boundaries

Apex Telehealth Services are delivered within defined clinical, regulatory, professional, and operational boundaries.

Apex does not replace your GP, specialist, emergency provider, allied health provider, pharmacist, or existing healthcare team.

Where your needs fall outside Apex’s scope, you may be advised to seek care from your GP, specialist, allied health professional, emergency provider, or another appropriate practitioner.

Apex may decline, suspend, or modify Telehealth Services where continued provision is unsafe, inappropriate, unavailable, outside scope, or inconsistent with professional or regulatory requirements.

18. Limitation of liability

To the maximum extent permitted by law:

• Telehealth Services are provided on an “as available” basis; 
• Apex does not guarantee uninterrupted access, specific outcomes, treatment access, prescribing, eligibility, or suitability; 
• Apex is not liable for indirect, incidental, special, consequential, or economic loss arising from telehealth use; 
• Apex is not responsible for loss caused by inaccurate information you provide, technical failures outside our reasonable control, third-party platform issues, pathology delays, or failure to seek urgent care where required. 

Nothing in these Telehealth Terms excludes, restricts, or modifies rights, guarantees, remedies, or obligations that cannot be excluded under Australian Consumer Law or other applicable law.

19. Termination or suspension

We may suspend, restrict, or terminate Telehealth Services where:

• continued provision is clinically inappropriate; 
• information provided is inaccurate, incomplete, or unsafe to rely on; 
• you breach these Telehealth Terms or other Apex terms; 
• payment fails or fees remain unpaid; 
• there is misuse of the platform; 
• there are safety, privacy, regulatory, operational, or legal concerns; 
• we are required to do so by law or regulation. 

Suspension or termination does not affect accrued rights, payment obligations, confidentiality obligations, privacy obligations, or terms intended to continue after termination.

20. Changes to these Telehealth Terms

Apex may update these Telehealth Terms from time to time.

Updated Terms will be published on our website or otherwise made available.

Your continued use of Telehealth Services after updated Terms take effect constitutes acceptance of the updated Terms.

21. Governing law

These Telehealth Terms are governed by the laws of Victoria, Australia.

You submit to the exclusive jurisdiction of the courts of Victoria, Australia, except where applicable law provides otherwise.

22. Contact

For questions about these Telehealth Terms, contact:

Vitalis 3.0 Pty Ltd
Trading as Apex Vitality
Level 35, 477 Collins Street
Melbourne VIC 3000
Australia

Email: support@apexvitality.com.au

‍