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Terms of use

Cipher Health service terms

These terms explain how to use Cipher Health online intake, telehealth coordination, patient portal, and related services. They are designed for Australian patients and must be read with our privacy and collection notice.

Last updated
8 July 2026
Terms version
terms-v2026-07-08

1. Not emergency care

Cipher Health is not an emergency service. If you have urgent or red-flag symptoms, call emergency services or seek urgent medical care immediately.

2. Clinical suitability review

Completing an intake does not guarantee a consultation, prescription, medicine, product, dispatch, outcome, or ongoing treatment. A practitioner decides clinical suitability and may decline, defer, or refer your request.

3. Accurate information

You must provide accurate, current, and complete information. This includes identity, contact, health history, medicines, allergies, symptoms, pregnancy/breastfeeding status, and other safety details.

4. Telehealth and identity checks

Telehealth may occur by phone or video. Cipher Health or the practitioner may require identity checks, Medicare/IHI information, photo ID, pathology, ECG, or other supporting information before a request can proceed.

5. Care communications

The patient consents to Cipher Health contacting them by phone, SMS, email, or portal message about intake, appointments, care coordination, payments, prescriptions, safety notices, and service administration. We need to contact you to assess and progress your intake request; if we cannot reach you, we may be unable to arrange your care. You can update your contact details or communication preferences by contacting the Cipher Health care team.

6. Payments, changes and non-attendance

Some consultations or services require payment before booking or release. You can reschedule this consultation yourself in the portal until 24 hours before it starts. Inside the last 24 hours the time can no longer be changed online. Not attending, or arriving too late to hold the consultation, means booking and paying for a new time. If your consultation is cancelled, the care team will tell you whether the booking fee is refunded. Please be ready at your scheduled time. Our consultations run back to back, so joining more than 5 minutes late affects the patients after you. If you have not joined, or cannot be reached by phone, 5 minutes after the start time, your appointment may be cancelled and recorded as a non-attendance, and you will need to rebook and pay for a new consultation. The same rule, and the exact cut-off time for your own booking, are shown on your consultation in the patient portal. Other refund and receipt rules are shown at checkout before payment.

7. Prescribing and pharmacy coordination

Prescribing remains practitioner-led. Cipher Health may support manual coordination with pharmacies or dispensing partners where clinically appropriate and legally permitted. Direct electronic prescribing integrations require separate approval before use.

8. Portal and account security

Keep login details secure and tell Cipher Health promptly if you believe your account or information has been accessed without permission. Staff access must use named accounts and approved security controls.

9. Privacy

Cipher Health handles personal information and health information in line with the privacy and collection notice.

10. Share the Care referral offer

Effective 24 September 2026 · Version 2026-09-24.

For a paid eligible initial consultation, the offer is a $20 AUD discount off the current fee shown before checkout. When an eligible initial consultation is configured at $0, the recipient instead receives one $20 AUD account credit after completing that consultation.

The person who shared the code receives a $20 AUD account credit when the recipient's initial consultation is completed. A consultation is completed when the treating practitioner records it as completed; booking or paying alone does not qualify.

Account credit builds up and is applied automatically to the account holder's next paid consultations, including follow-up and treatment planning consultations, until it is used. If a payment that used credit is cancelled or not completed, that credit is returned. Both people can see their balance, pending credit and history in the patient portal.

The recipient must be a new customer with no previous consultation with a Cipher Health nurse or medical practitioner. One valid offer may be used per recipient. They must complete intake, enter a valid referral code where prompted, and accept these terms.

The offer cannot be combined with another promotion or discount. It is non-transferable, has no cash value, and cannot be exchanged, refunded, or applied retrospectively. Credit can only be used by the account holder it was issued to.

Referring yourself is not allowed. A referral is not eligible if the recipient's email, phone number, Medicare number, or name and date of birth match the person who shared the code. Such a referral is recorded for review and no discount or credit is given to either person.

This administrative offer does not guarantee clinical suitability, a consultation, treatment, prescription, medicine, or service delivery. A health professional independently decides suitability.

We use referral data to administer this offer, prevent duplicate use, and maintain records. We may verify eligibility, decline or invalidate an unavailable or misused offer, amend or end the program, while honouring applicable legal obligations.