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 or cancel this consultation yourself in the portal until 24 hours before it starts. Inside the last 24 hours the booking fee is not refunded — cancelling, not attending, or arriving too late to hold the consultation means booking and paying for a new time. If you have not joined, or cannot be reached by phone, 10 minutes after the start time, your practitioner may end the appointment and record it as a non-attendance. 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.