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Delivery & Returns Policy

Telehealth Service Provider Perspective

Service Delivery Overview

The advice and information delivered by Prime Medic to the user is provided in one of two ways. The first way is directly via an online conferencing call or a report sent straight to your account. The second way is indirectly, via the materials and resources included on the site itself.

However, this is not the only means by which Prime Medic delivers value and goods to users. As Prime Medic is a licensed provider of Instant Scripts services, users may be entitled to receive prescription medication. This medication is provided with a few caveats:

  • Controlled substances such as recreational drugs will not be prescribed by our doctors via Online Prescription, even if previously legally prescribed
  • New prescriptions cannot be offered – Instant Prescription is designed as a convenient repeat prescription service
  • All Online Prescription requests are subject to medical professional approval, who may require face-to-face sessions or additional information

Delivery Options

Collect from Pharmacy

The Prime Medic team can send your script to be collected at your local pharmacy. If you need medication urgently, this is the most suitable option as we send a digital message directly to your nominated pharmacy, who pick the order from their own supplies.

Note: Please check with the pharmacy that the order has been received and picked before visiting.

Payment Breakdown

Standard Flat Rate Charges for Services
Book Consultation A$ 37.49
Prescription Request A$ 21.99
New Specialist Referral Request A$ 21.99
Pathology Referral Request A$ 31.99
Radiology Referral Request A$ 29.99
Medical Certificate Request A$21.99
Carer Certificate Request A$21.99
Clearance Certificate Request A$39.99

Returns Policy

Important Notice

As the Online Prescription program deals with medicines and materials which can be harmful if used wrongly or tampered with, Prime Medic offers no returns policy in most cases. Users cannot request a refund after payment in most circumstances.

Refund Eligibility

Refunds will only be offered if there is a problem deemed to be a fault of Prime Medic, as defined within our terms and conditions. Examples include:

  • If we are unable to process your booking
  • If a medical professional deems your case unsuitable for Online Prescription
  • If we cannot provide the Medical Service due to any reason on our end
Refund Process

If eligible, money will be sent straight to your Prime Medic Wallet instantly. You can use the balance anytime for any service. For bank account refunds, standard transfer charges will be deducted.

Medicine Returns

In rare cases where medicines have been dispatched and a refund is provided, we may request return of medicines. We only accept medicines that are unopened with tamper-proof seals intact.

User Responsibilities

Information Accuracy

Ensure all provided information is up-to-date and accurate. This information determines prescription eligibility. Acquiring medicines through fraud or misrepresentation is illegal.

Medication Safety

Safeguard medication and ensure it's used only for personal usage. Prescribed medicines are controlled substances issued only to those who need them.

Pharmacy Collection

If selecting pharmacy delivery, you must follow up on your medication status with your local pharmacy. This includes reminding the dispensary to check their inbox and junk email folders.