Terms of Service

These terms govern your use of the Ember Clinic website (emberclinic.com.au) and services. By using our platform, you agree to these terms.

Ember Clinic is operated by Monsef Holdings Pty Ltd (ABN: 58 694 849 735), with its registered office at 81-83 Campbell Street, Surry Hills, NSW 2010.

Ember Clinic is a consumer telehealth platform. We provide:

• Online screening questionnaires for specific treatment categories
• Booking and scheduling of consultations with AHPRA-registered doctors through Doccy
• Payment processing for consultation fees
• A platform for managing your account and follow-up appointments

Ember Clinic does not provide medical advice, diagnosis, or treatment. All clinical decisions, including whether to prescribe medication, are made independently by AHPRA-registered doctors through our clinical partner, Doccy.

Ember Clinic does not operate a pharmacy, dispense medication, or guarantee any clinical outcome.

Information on this website is for general informational purposes and should not be relied upon as medical advice. Always consult a qualified healthcare professional for medical decisions.

When you book a consultation through Ember Clinic, you are booking an appointment with an AHPRA-registered doctor employed or contracted by Doccy. Ember facilitates the booking and transfers your screening information to the doctor. The clinical consultation is provided by Doccy, not Ember.

You agree to provide accurate and complete information in your screening questionnaire. Providing false or misleading health information could affect your safety and the quality of care you receive.

To use Ember Clinic, you must:

• Be at least 18 years old
• Be located in Australia at the time of consultation
• Provide truthful, accurate, and complete personal and health information

Ember Clinic charges a consultation fee for each appointment booked through our platform. Current pricing is displayed on the relevant treatment category page and at checkout.

Consultation fees cover the cost of the screening process, the doctor's consultation, and the Ember Clinic platform. They do not include the cost of medication, pathology, or pharmacy dispensing fees.

Payment is processed securely through Stripe at the time of booking. All prices are in Australian dollars (AUD) and include GST.

If you are screened out during the intake process before a consultation takes place, you will receive a full refund of the consultation fee.

If your consultation takes place and the doctor determines that treatment is not appropriate, no refund is issued for the consultation fee, as the clinical service was provided.

If a consultation cannot be completed due to a technical issue on our end, you will receive a full refund or a rescheduled appointment at no additional cost.

To request a refund, contact us at hello@emberclinic.com.au.

You may cancel or reschedule a consultation up to 2 hours before your appointment time at no charge. Cancellations made less than 2 hours before the appointment may not be eligible for a refund.

You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us immediately if you become aware of any unauthorised access to your account.

You may request deletion of your account at any time by contacting us. Note that we may be required to retain certain records for legal and regulatory purposes.

To the maximum extent permitted by law, Ember Clinic (Monsef Holdings Pty Ltd) is not liable for:

• Any clinical decision made by a Doccy doctor, including prescribing decisions and treatment outcomes
• Any adverse effects of medication prescribed by a Doccy doctor
• Loss or damage arising from inaccurate information you provided
• Interruption of service due to circumstances beyond our reasonable control

Nothing in these terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law that cannot be excluded by agreement.

All content on the Ember Clinic website, including text, design, graphics, logos, and software, is owned by Monsef Holdings Pty Ltd or its licensors and is protected by Australian and international intellectual property laws. You may not reproduce, modify, or distribute any content without our written permission.

These terms are governed by the laws of the State of Victoria, Australia. Any dispute arising under these terms is subject to the exclusive jurisdiction of the courts of Victoria.

We may update these terms from time to time. Material changes will be communicated through the website or by email. Your continued use of the platform after changes are posted constitutes acceptance of the updated terms.

If any provision of these terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions continue in full force and effect.

These terms, together with our privacy policy and any consent provided during intake, constitute the entire agreement between you and Ember Clinic regarding your use of the platform.

For questions about these terms, contact us at hello@emberclinic.com.au.

For clinical complaints, see our complaints process. For privacy concerns, see our privacy policy.