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Terms & Conditions.

Last updated: July 2026

These terms apply when you use this website, complete an assessment, book a consultation, take part in a program or buy a product from our shop. Please read them before you begin.

This website and the services described on it are provided by Primaera Pty Ltd (ABN 82 694 339 958), referred to here as Primaera, we, us or our.

1. About our service

Primaera is a health and wellbeing service delivered by telehealth. Care is provided by registered Australian clinicians. We are not an emergency service.

If you are in immediate danger or need urgent medical help, call 000. For crisis support, call Lifeline on 13 11 14.

2. The online assessment

The online assessment collects information so a clinician can understand your situation before your consultation. The assessment is not a diagnosis. It does not decide your care, it does not create a clinician and patient relationship on its own, and completing it does not guarantee that any treatment or program will be offered to you.

You agree that the information you provide is accurate and complete to the best of your knowledge. Care decisions rely on it.

3. Consultations and clinical decisions

Every program begins with a live video consultation with a registered Australian clinician. An intake form or assessment is not a consultation and cannot replace one.

Whether any treatment, program or product is appropriate for you is determined by your clinician after that consultation, where it is clinically appropriate. A prescription is one possible outcome and is never guaranteed. Other outcomes include advice, nutrition and lifestyle guidance, monitoring, further investigation, a referral to another practitioner, or no treatment at all.

Individual results vary based on your unique biology and commitment to the program. Assessment findings do not guarantee a particular outcome.

4. Telehealth limitations

Telehealth is not suitable for all health concerns. Your practitioner may recommend in-person assessment, urgent care, GP review, a referral to another practitioner, further investigation or no treatment depending on your circumstances.

You are responsible for having a private space, a working device and a connection good enough for a video consultation. If a consultation cannot go ahead for technical reasons, we will reschedule it at no additional cost.

5. Your GP and continuity of care

No referral is needed to book an initial consultation. We encourage you to keep your usual GP informed about your care. With your consent, we can share relevant information so everyone involved in your care stays on the same page.

6. Fees, cancellations and refunds

Current consultation and program fees are shown on this website and are payable in advance. All prices are in Australian dollars. Fees cover consultations and program support. They do not include the cost of any medicines, pathology or other services you are referred for.

If you need to change or cancel an appointment, please tell us as early as you can. Cancellation and non-attendance terms are confirmed with you before your first appointment.

The one-time initial assessment fee is credited against your first month when you enrol on a program, and is non-refundable if you do not proceed.

Program tiers have a minimum term of three months. After the minimum term, your program continues on a rolling monthly basis and renews automatically each month until you cancel. To cancel, give us 30 days written notice by emailing [email protected]. Where you cancel part-way through a paid month, your program continues until the end of that paid period and the part-used month is not refunded, except as required under the Australian Consumer Law.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law. Where a service or product is faulty, not fit for purpose, or does not match its description, you are entitled to a remedy under that law. Except as required under Australian Consumer Law, including where goods are faulty, not fit for purpose, or do not match their description, consultation fees are not refundable once the consultation has taken place.

7. Medicines and your choice of pharmacy

If your clinician writes a prescription, you are free to have it dispensed at any pharmacy you choose. You are never required to use a particular pharmacy, and we do not direct your prescription to one.

Where a medicine is prepared for you individually, it is compounded by an Australian pharmacy authorised under relevant state and territory pharmacy and medicines laws. Individually prepared medicines are not evaluated by the Therapeutic Goods Administration in the same way as registered medicines. Your clinician will discuss what this means for you.

We do not advertise specific prescription medicines to the public, in accordance with Australian regulatory requirements.

Primaera holds no ownership interest and no financial interest in any pharmacy, and receives no per-script, rebate or volume-linked fee in connection with any prescription or compounded medicine.

Your baseline bloodwork is arranged with your own GP. You pay your GP and the laboratory directly, and Primaera receives no part of it.

Where a medicine is prepared for you individually, you pay the pharmacy directly. Primaera receives no fee connected to it.

Where your clinician arranges further testing as part of your program, Primaera arranges that testing and bills you for it. The cost is shown to you before anything is ordered. These costs are additional to your program fees.

8. Products bought from our shop

Products sold through our shop are available to order directly, unless the product page says otherwise. Your clinician can tell you whether a product belongs in your program. Always read the label and follow the directions for use. If symptoms persist, speak with your healthcare practitioner.

Delivery timeframes shown at checkout are estimates and may vary. Where a third party handles delivery or pathology services, that does not reduce the professional duties your clinician owes you, and it does not exclude any guarantee you have under the Australian Consumer Law.

9. Limits of confidentiality

What you discuss with your clinician is confidential. There are narrow situations where the law requires us to disclose information without your consent:

  • Where there is a serious and imminent risk of harm to you or to another person
  • Where a child or young person may be at risk
  • Where a mandatory notification is required under the Health Practitioner Regulation National Law
  • Where we are compelled by a court order, subpoena or statute

10. Your responsibilities

You agree to give accurate information, to follow the guidance your clinician provides, to tell us about changes to your health or medicines, and to seek urgent care if your condition worsens. Do not share your account or your prescriptions with anyone else.

You must be 18 or over to use this service. Our clinicians assess and care for adults only, and our assessment and program design are built for adults.

11. Concerns and complaints

If something has not gone well, please tell us first at [email protected]. We will acknowledge your complaint and work with you to resolve it.

You can also raise a concern with an external body at any time:

  • Australian Health Practitioner Regulation Agency, for concerns about a registered health practitioner, at ahpra.gov.au
  • The Health Care Complaints Commission in New South Wales, or the health complaints body in your own state or territory. The Commission handles concerns about practitioners who are not registered with AHPRA, under the NSW Code of Conduct for Unregistered Health Practitioners
  • Office of the Australian Information Commissioner, for privacy concerns, at oaic.gov.au

12. Website content

Information on this website is general in nature. It is not personal medical advice and should not replace a consultation with a qualified practitioner. Content on this site is owned by Primaera or used with permission, and may not be reproduced without our written consent.

13. Privacy

How we handle your personal and health information is set out in our Privacy Policy, which forms part of these Terms.

14. Changes to these Terms

We may update these Terms from time to time. The version published on this page applies to your use of the service. We will note the date of the most recent update at the top of this page.

15. Governing law

These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales, Australia have jurisdiction.

Contact us

Questions about these Terms can be sent to: