Terms & Conditions | BulkBill.Doctor

BulkBill.Doctor Terms and Conditions

Last Updated: June 2026

Introduction

BulkBill.Doctor (operated by The Trustee for Ford Family Trust ABN 55 119 069 229, referred to as “we”, “us”, “our” or “BulkBill.Doctor”) provides a digital platform that facilitates access to telehealth consultations with registered Australian medical practitioners (Doctors). Our service supports Medicare bulk-billed appointments where eligible, alongside private fee-paying options, through our website and integrated booking systems.

By accessing or using our Platform (including the website, booking portal, mobile applications if any, or any related services), you agree to be bound by these Terms and Conditions. If you do not agree, you must not use the Platform. We may update these Terms from time to time. Continued use of the Platform after changes constitutes your acceptance of the updated Terms.

1. Our Service

We act solely as a facilitator connecting patients with independent, AHPRA-registered Doctors for telehealth consultations (via video or telephone). The Doctors provide the actual medical services and are solely responsible for all clinical decisions, diagnoses, treatments, prescriptions, referrals, and record-keeping.

We do not provide medical advice, diagnose conditions, or act as a healthcare provider. Telehealth consultations are not always a complete substitute for in-person care. You may be advised by the Doctor to seek a face-to-face consultation where clinically appropriate.

2. Eligibility and User Responsibilities

You must be physically located in Australia at the time of the consultation, hold a valid Medicare card (where seeking bulk-billing), and have the legal capacity to provide informed consent (or be the responsible person for a minor or dependent where permitted under law).
You agree to provide accurate, complete, and up-to-date information during registration, booking, and consultations.
You must treat Doctors with respect at all times during consultations and all interactions with our service. This includes speaking respectfully, refraining from any form of abuse (verbal or otherwise), harassment, discrimination, or making sexual innuendo or inappropriate comments.
You must not record, screenshot, or otherwise capture any part of a consultation without the explicit consent of the Doctor and all other participants.
This service is not intended for emergencies or urgent life-threatening conditions. In an emergency, contact 000 or attend your nearest emergency department immediately.
You are responsible for ensuring you are in a suitable private and secure environment during any consultation to protect confidentiality.
You must provide a valid signed Assignment of Benefit where seeking a Medicare bulk-billed appointment, in line with current Medicare rules effective from 1 July 2026.

3. Doctor’s Right to Terminate Consultation

If, in the Doctor’s reasonable opinion, you are behaving in a disrespectful or inappropriate manner (including but not limited to abuse, harassment, or sexual innuendo), the Doctor has the right to immediately terminate the consultation. In such cases, the appointment will be treated as a no-show and any applicable charges or fees (as outlined in Section 4) will apply.

4. Booking, Payment, Billing, Cancellation, Rescheduling and No-Shows

4.1 Booking Process and Eligibility Questionnaires

Appointments are booked via our integrated booking system. Certain appointment types require completion of eligibility questionnaires:

Medicare appointments require a Medicare Eligibility questionnaire.
Urgent After Hours appointments require an Urgent After Hours Eligibility questionnaire.

You warrant that all information provided in these questionnaires and during the booking process is true, accurate, and complete at the time of submission.

4.2 Medicare Assignment of Benefit (AoB)

For all Medicare bulk-billed appointments, you must provide a valid Assignment of Benefit (AoB) in accordance with Medicare requirements.

From 1 July 2026, verbal consent is no longer accepted. You will be required to complete and sign (electronically or physically) an Assignment of Benefit agreement containing the information required under the Health Insurance Act 1973 and associated regulations.

By proceeding with a bulk-billed booking, you consent to assigning your Medicare benefits directly to the attending Doctor. We (or the Doctor) will retain a record of your signed AoB agreement for at least two years as required by law. A copy will be available to you upon request.

4.3 Payment and Appointment Fees

Where you are eligible under Medicare rules, participating Doctors may bulk bill (you consent to the assignment of Medicare benefits to the Doctor).
For private (non-bulk-billed) appointments, the following fees apply:

Standard: $50
Long: $100
Extended: $150
Mental Health: $200
Chronic Condition: $200
Urgent After Hours: $150

These private fees are based on the applicable Medicare rebate plus a gap fee and are payable in full at the time of booking.

4.4 Consequences of Inaccurate Eligibility Information

If, at any time after booking (including during verification), it is discovered that the answers provided in the Medicare Eligibility questionnaire or Urgent After Hours Eligibility questionnaire were inaccurate or incomplete, then:

For a Medicare appointment: you will be charged the applicable private appointment rate for the booked appointment type plus an administration fee of $25.
For an Urgent After Hours appointment: you will be charged the Long appointment private rate plus an administration fee of $25.

4.5 Cancellation and Rescheduling Policy

All bookings are subject to a 24-hour change and cancellation policy.

You may cancel or move your appointment at no charge provided you do so within 24 hours of the original booking time, using the BulkBill.doctor booking management system accessible via the link in your initial booking confirmation email.
Any booking that remains active 24 hours after the original booking time shall be considered confirmed.

For private (prepaid) appointments:

If cancelled within the 24-hour window: you will receive a full refund to the original payment card less a $25 administration fee.
If rescheduled within the 24-hour window: no administration fee applies.
If not cancelled or rescheduled within the 24-hour window and the appointment does not proceed: the full booking fee will be retained.

4.6 Failure to Attend (No-Show)

For a prepaid private appointment that is not cancelled within the 24-hour window: the full fee is retained.
For a Medicare (non-prepaid) appointment that is not cancelled within the 24-hour window and you do not attend: you will be charged the applicable private appointment rate for that appointment type plus an administration fee of $25.

4.7 Doctor-Initiated Changes

In the unlikely event that the Doctor needs to reschedule a private paid appointment and you are unavailable at any of the suggested alternative times, you will be entitled to a full refund with no administration fee or other deductions.

4.8 General Billing and Refund Rules

We facilitate payments and Medicare billing processes but are not responsible for the final outcome of any Medicare claims (including any rejections due to incomplete or invalid Assignment of Benefit documentation).

5. Medical Disclaimers and Limitations of Liability

Doctors are independent contractors. We do not guarantee the availability of any Doctor, the accuracy of any diagnosis or treatment, or any specific medical outcome. All clinical responsibility lies with the attending Doctor.

We disclaim liability (to the maximum extent permitted by law) for any loss, damage, or injury arising from the medical services provided by Doctors or from the inherent limitations of telehealth (such as technical issues or the inability to perform a physical examination).

6. Intellectual Property and Acceptable Use

All content, logos, designs, and functionality on the Platform are our intellectual property or that of our licensors. You are granted a limited, personal, non-transferable licence to use the Platform for its intended purpose only.

You must not: engage in unlawful, abusive, or fraudulent conduct; interfere with the Platform’s operation; attempt to reverse engineer any part of the service; or use the service for any purpose other than personal healthcare.

7. Privacy

Your personal and health information is handled in accordance with our separate Privacy Policy (available on our website), which forms part of these Terms. By using the Platform, you consent to the collection, use, and disclosure of your information as described in the Privacy Policy.

This includes, with your explicit consent, the sharing of relevant consultation information with your regular general practitioner (GP) or other treating doctors to support continuity of care (as detailed in the Privacy Policy).

8. Liability and Indemnity

To the fullest extent permitted by law (including the Australian Consumer Law), we exclude all liability for indirect or consequential loss and limit our direct liability to you. You agree to indemnify us against any claims, losses, or costs arising from your breach of these Terms or misuse of the Platform. Clinical liability remains with the individual Doctor.

9. Termination

We may suspend or terminate your access to the Platform at our discretion if you breach these Terms or for any other reasonable reason. You may cancel your account through the Platform tools where available.

10. Governing Law

These Terms and Conditions are governed by the laws of New South Wales, Australia. Any disputes shall first attempt internal resolution, failing which they will be subject to the exclusive jurisdiction of the NSW courts.

11. General Provisions

If any part of these Terms is held invalid, the remainder continues in full force.
Our failure to enforce any right does not constitute a waiver.
These Terms constitute the entire agreement between you and us regarding the Platform.

For questions about these Terms, please contact: support@bulkbill.doctor