These Terms explain how biio.'s service works. They do not replace the Privacy Policy, consent forms, or any separate point-of-care discussion or consent that may be needed in your care.
These Terms & Conditions explain the service rules that apply when you book, use, or receive services from biio.
They are designed to make clear what biio. provides, what it does not provide, how bookings and payments work, what boundaries apply between appointments, and what each side can reasonably expect.
The contracting entity for these Terms is BIIO PTY LTD (ABN 26 674 271 455, ACN 674 271 455).
These Terms apply across the patient-facing service environment currently operated by biio., including in-clinic care, telehealth, biiography (biio.’s proprietary technology platform), the patient portal, website intake, digital forms, email, SMS, phone support, and related administrative services.
These Terms sit alongside the Privacy Policy, the current Fee Schedule, and any consent form or procedure-specific discussion that may apply to your care.
If there is an inconsistency, the more specific document for the issue usually governs. For example, a procedure-specific consent or a service-specific written arrangement will usually override a more general statement in these Terms to the extent of the inconsistency.
By booking, attending, or using biio.'s services, you agree to these Terms as updated from time to time in accordance with section 22.
In these Terms:
biio. provides integrated care for people with complex and often invisible illnesses.
That means care may involve more than one clinician, shared reasoning across the treating team, practical care coordination, and the use of approved digital systems to help keep information coherent and usable.
biio. is both a medical service and the operator of the digital systems that help that model work, including biiography and the patient portal. Those systems support care, but they do not replace clinical judgment.
biio. may provide services in person, by telehealth, or through approved administrative and digital channels that support care and the service around care.
biio. does not promise any particular diagnosis, cure, funding outcome, rebate outcome, prescription outcome, or clinical result. Good care can still involve uncertainty. Where certainty is not yet possible, biio. aims to provide orientation and a clear next step.
If you have chest pain, breathing difficulty, acute neurological symptoms, severe mental health risk, suicidal crisis, rapidly worsening symptoms, or any other urgent or emergency concern, do not wait for biio. Use 000, your nearest emergency department, or another appropriate urgent care pathway.
biio. may require an in-person review, external referral, rescheduling, transfer of care, or emergency escalation where clinically necessary.
Email, SMS, portal messages, and similar channels are administrative and coordination channels. They are not an ongoing direct line to your clinicians between appointments.
Messages sent for a clinician may be added to your file and reviewed at the next consultation.
Clinicians do not provide routine responses between consultations. They do not provide new prescriptions, new referrals, or fresh medical advice outside a consultation.
Any between-consult clinical exception is narrow. In practice, this is limited to serious adverse effects requiring clinical input, or clarification that relates directly to the current treatment plan from the most recent consultation. Even then, these Terms do not create any expectation of ongoing unscheduled clinical correspondence.
biio. provides services to adults and may also provide services to minors.
Consent and authority must come from the patient where the patient has capacity, or from a lawful parent, guardian, or other authorised representative where that is the proper basis.
A support person is not automatically an authorised representative.
An emergency contact is not automatically authorised to receive information or make decisions.
biio. may ask for proof of authority where that is reasonably necessary.
biio. may provide telehealth to patients located inside or outside Australia. Whether biio. can do so in a particular case depends on clinical appropriateness, practical constraints, and any legal or regulatory limits that may apply in the place where you are located.
biio. may decline, pause, or limit services where the requested service is not clinically appropriate, not operationally workable, or not lawfully available in your location.
To book and deliver care safely, biio. may require intake information, referrals, past records, identification details, payment details, and other documents relevant to the appointment type.
You must provide information that is accurate, current, and complete to the best of your knowledge.
biio. may ask you to complete intake forms, confirm your contact details, confirm your physical location for telehealth, or provide medical records or other documents before an appointment can be confirmed or safely delivered.
If required information is missing, inaccurate, or received too late for a safe or useful appointment, biio. may decline, defer, or reschedule the appointment.
Telehealth consultations are available where biio. considers them lawful, clinically appropriate, and operationally workable.
If you are outside Australia at the time of a telehealth consultation, you must tell biio. where you are.
You are responsible for joining from a setting that is reasonably private, safe, and suitable for the consultation, and for using equipment and connectivity that are reasonably adequate for the appointment.
If a telehealth connection fails, biio. may continue by another approved method or reschedule the appointment.
Telehealth consultations are audio-only recorded as part of biio.'s standard documentation workflow, unless the patient declines or withdraws recording and biio. agrees that an alternative workflow is clinically workable. Recording and transcription are addressed in more detail in the Privacy Policy and Patient General Consent.
Where biio. provides you with access to the patient portal or another secure digital environment, you must keep your login details secure and confidential and must not share them with another person unless biio. has expressly approved that arrangement.
You must tell biio. promptly if you become aware of, or reasonably suspect, unauthorised access to your account, device, login details, or messages.
biio. may suspend or restrict digital access where biio. reasonably believes there has been unauthorised access, misuse, a security issue, or another risk to patients, staff, or systems.
You must not use the patient portal or related systems to:
biio. may update, maintain, modify, or temporarily suspend digital systems from time to time for security, operational, or service reasons.
Patients are financially responsible for the fees associated with their care unless biio. has expressly agreed otherwise in writing.
Current fees are not hard-coded into these Terms. They sit in the current Fee Schedule and may also be published on the biio. website. The current Fee Schedule forms part of these Terms.
You may request a fee estimate before an appointment. Itemised accounts are available on request.
Payment is due in full at the time of the appointment unless biio. has agreed to another arrangement in writing.
For telehealth appointments, prepayment applies across telehealth services. The appointment link is not issued until payment has been received, unless biio. has agreed in writing to another billing arrangement or the relevant funding pathway requires a different billing method.
Saved cards are used. By providing card details, you authorise biio. and its payment providers to store the card securely and use it for amounts properly due under these Terms, including appointment fees, agreed deposits, late cancellation fees, non-attendance fees, and overdue balances after notice.
Accepted payment pathways currently include card, patient portal payment, phone payment, and bank transfer.
If biio. uses a third-party payment processor, that provider may also apply its own terms and privacy settings. biio. is not responsible for how that provider operates its own independent service.
Payment plans may be considered on a case-by-case basis. They are not automatic and must be agreed in advance.
biio. may work with privately billed patients, Medicare patients where applicable, NDIS participants, private health patients, DVA or WorkCover pathways, insurer-funded pathways, and other third-party arrangements.
Any rebate, claim, funding decision, or third-party payment depends on current law, current scheme rules, and the patient's own circumstances at the time of service. biio. does not guarantee eligibility, payment, or approval.
If a third-party payer delays, reduces, rejects, or refuses payment, the outstanding balance remains the patient's responsibility unless biio. has expressly agreed otherwise in writing.
biio. may in some cases bill a third party directly. That does not shift ultimate responsibility away from the patient if the third party does not pay and biio. has not expressly agreed to carry that risk.
Where a funding pathway requires a different invoicing or claiming method, that specific method will apply to the extent required by that pathway.
If you are outside Australia at the time of the consultation:
biio. also does not promise that an Australian referral, report, letter, certificate, or other clinical or administrative document will satisfy the local rules or acceptance requirements in the place where you are located.
At least 36 hours notice is required for cancellation or rescheduling in order to avoid a cancellation fee.
Cancellations made with less than 36 hours notice attract a fee equal to 50% of the appointment fee.
Missed appointments or non-attendance attract a fee equal to 100% of the appointment fee.
Cancellation and non-attendance fees are payable in full. They are not claimable through Medicare or private health insurance and may not be covered by another third-party pathway unless that pathway allows it and biio. agrees to bill it that way.
Cancellation or rescheduling requests should be made through an approved channel that creates a reliable record. If there is a delivery failure, system outage, or ambiguity about timing, biio. may ask for evidence of when the request was sent.
If you arrive late, biio. may shorten the appointment, reschedule it, or treat it as a late cancellation or non-attendance where the appointment can no longer proceed properly.
biio. may waive or adjust a cancellation fee where biio. considers the circumstances genuinely exceptional, but biio. is not required to do so.
If an account remains unpaid 14 days after the date of service, it is treated as overdue.
biio. may then issue reminder notices, refer the account for debt recovery, and suspend non-urgent future appointments until the balance is cleared.
If debt recovery is required, you may be responsible for reasonable recovery costs actually incurred.
biio. aims to keep recovery language and action fair and measured. The existence of a debt does not create an open-ended right to ongoing non-payment.
With your permission or as otherwise permitted by law, biio. may request, receive, review, and add to your record relevant reports, pathology, imaging, correspondence, discharge summaries, and other information from other providers involved in your care.
Some records may not be accessible electronically or in time for a scheduled appointment. You may need to obtain, upload, or provide them yourself.
If biio. refers you to, recommends, or coordinates with another provider, that provider operates under its own terms, privacy settings, systems, and clinical decisions. biio. is not responsible for the way another independent provider runs its own service.
Where an external provider needs to be booked, attended, or followed up, you remain responsible for doing that unless biio. has expressly agreed in writing to manage that step.
You also remain responsible for telling biio. about relevant results, events, or documents if those matters are not automatically returned to biio. through the ordinary workflow.
You must:
biio. may decline, pause, reschedule, or discontinue services where patient behaviour towards clinicians or operations staff is rude, aggressive, abusive, threatening, discriminatory, or otherwise unreasonable in a way that makes safe and workable care impossible.
This right may be exercised together with any other step biio. reasonably considers necessary to protect staff, patients, or the service.
Recording and transcription are part of biio.'s standard documentation workflow for telehealth consultations and in-person consultations. The final clinician-authored note entered into biiography is the authoritative health record.
If you decline or withdraw recording, biio. may use an alternative workflow, including manual note-taking, if clinically workable. Declining recording may affect how the consultation is delivered or documented.
The detailed privacy, access, retention, and deletion settings for these workflows are set out in the Privacy Policy and the consent materials.
If you are dissatisfied with a service issue, please raise it with biio. first so biio. has a fair opportunity to respond and resolve it.
Privacy concerns should be directed to the Privacy Officer under the Privacy Policy.
If a complaint relates to a health, mental health, or disability service and remains unresolved, you may also contact the Health and Disability Services Complaints Office (HaDSCO).
Nothing in this section limits any right you may have to complain to a regulator, complaint body, insurer, or other authority where applicable.
The biio. website, patient portal, and general informational material are intended to support the service, not replace individual clinical judgment or care.
biio. aims to keep its digital material accurate and useful, but does not promise that every page or system will be continuously available, error-free, or current at every moment.
Content on the website and patient-facing systems remains the property of biio. unless otherwise stated. You may use it for personal, non-commercial purposes connected with your care, but not for unauthorised commercial use or republication.
Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law or any other law where that cannot lawfully be done.
To the extent permitted by law, biio. excludes liability for indirect or consequential loss that was not reasonably foreseeable and for interruptions or failures caused by third-party systems or events outside biio.'s reasonable control.
biio. is not liable for loss that results from a patient's failure to seek urgent or emergency care when it was reasonably required, a patient's failure to provide accurate and current information, or a patient's failure to comply with local legal or administrative requirements outside Australia.
Any limitation in this section is subject to the first paragraph of this clause.
biio. may update these Terms from time to time to reflect changes in law, service design, billing arrangements, technology, or operational requirements.
The updated version will apply from the date biio. publishes or otherwise notifies it, except where the law requires a different approach or fresh consent.
The current version date appears on the front page of this document.
These Terms are governed by the laws of Western Australia and the Commonwealth of Australia.
Any dispute that cannot be resolved otherwise will be subject to the jurisdiction of the courts of Western Australia, except where another law gives you the right to proceed elsewhere.