Last updated: 2nd June 2026
These Terms & Conditions govern your use of the Leanly website and related telehealth facilitation services. By accessing or using our website, you agree to be bound by these Terms.
Leanly is a platform that facilitates access to telehealth consultations delivered by independent, AHPRA-registered clinicians. Leanly itself does not provide medical or clinical services.
Website content is provided for general information only and does not constitute medical advice. You should not rely on website content as a substitute for personalised medical assessment by a qualified clinician.
All clinical care, prescribing, and related decisions are made solely by the consulting clinician. Leanly does not employ clinicians and is not responsible for clinical judgement, prescriptions, or health outcomes.
Consultations are conducted by phone only. Patients must ensure they are available to receive a call within the scheduled appointment time window.
Clinicians may call from a private or unknown number. Patients are responsible for ensuring their phone settings allow calls from private or unknown numbers.
Failure to answer due to phone settings, call blocking, or lack of network coverage will be treated as a no-show.
Prescriptions are issued only where clinically appropriate and at the sole discretion of the consulting clinician.
If a clinician determines that medication is not clinically appropriate, no prescription will be issued. The consultation fee remains payable and refunds are not provided in this situation.
Prescriptions are issued electronically where possible. Electronic prescriptions require valid and verifiable patient identifiers, including a Medicare number or Individual Healthcare Identifier (IHI).
Patients are responsible for providing accurate and complete identification details at the time of booking. If required identifiers cannot be verified or are not provided, an electronic prescription cannot be issued.
In these circumstances, a paper prescription may be issued at the clinician’s discretion. Where a paper prescription is issued, it may be sent directly to a pharmacy nominated by the patient or posted to the patient, based on their preference.
Delivery of paper prescriptions may result in delays. Leanly is not responsible for delays caused by postage, pharmacy processing times, or incorrect patient details.
Leanly is not responsible for delays or inability to issue an electronic prescription due to incorrect, incomplete, or unverifiable patient information.
By booking or using Leanly services, you confirm that:
Leanly is not an emergency or urgent care service. Do not use Leanly for medical emergencies, urgent symptoms, or conditions requiring immediate assessment.
If you are experiencing chest pain, difficulty breathing, severe abdominal pain, neurological symptoms, severe allergic reaction, thoughts of self-harm, or any other urgent or serious symptoms, call 000 or attend your nearest emergency department.
Consultation fees are payable at the time of booking through the website.
All fees are fixed at the time of booking and apply regardless of consultation outcome.
Patients are responsible for selecting the correct appointment type at the time of booking.
Initial consultations are for new patients. Follow-up consultations are for existing patients who have previously had a consultation with Leanly.
If an incorrect appointment type is booked, the appointment will not proceed under the incorrect booking.
In these circumstances, the patient must pay any applicable price difference prior to the consultation via a payment link provided by Leanly. If the required payment is not made, the appointment will be cancelled and will not be refunded.
Where a higher-priced appointment is booked in place of a lower-priced appointment, no partial refunds or credits will be provided.
No refunds or partial refunds will be provided for incorrectly booked appointments.
Consultation fees are charged at the time of booking. Refunds are available only in the following situations:
Rescheduling is treated as a cancellation and rebooking of the appointment.
Cancellations or rescheduling requests made within 24 hours of the scheduled appointment time are not permitted and will not be actioned.
This policy applies regardless of when the appointment was booked, including appointments booked within 24 hours of the scheduled appointment time.
If you are unable to attend your appointment within 24 hours, the booking will proceed as scheduled and the consultation fee will be forfeited. A new appointment must be booked and paid for separately.
Requests to reschedule within 24 hours will not hold or transfer the original booking time.
Refunds are not available after a consultation has been completed, including where a prescription is not issued.
Refunds are also not available where an appointment is cancelled due to an incorrectly booked appointment type and any required price difference is not paid prior to the consultation.
By booking an appointment, you acknowledge and agree to this cancellation and rescheduling policy.
If you are unavailable by phone during the scheduled appointment time window, the appointment is considered a no-show.
No-show appointments are non-refundable and must be rebooked and paid again.
Appointments are scheduled within a time window rather than an exact minute. Clinicians may call at any time within the booked appointment window.
Patients must remain available for the full duration of the scheduled window. Failure to be available when the clinician calls will be treated as a no-show.
Patients must provide a valid Australian phone number for consultations. International phone numbers are not supported and clinicians will only call Australian numbers.
You are responsible for ensuring suitable device, connectivity, and security when accessing services.
Leanly is not responsible for delays, missed appointments, or inability to access services caused by your device, internet connection, phone settings, call blocking, network coverage, or other technology issues outside Leanly’s control.
Leanly does not supply, dispense, or deliver medications. Prescriptions issued by clinicians must be filled through a pharmacy chosen by the patient.
Leanly is not responsible for medication availability, pharmacy pricing, dispensing decisions, pharmacy delays, delivery delays, medication storage, or medication handling after dispensing.
Services are intended for patients aged 18 years or older and located in Australia.
You must use the website only for lawful purposes and in accordance with these Terms.
You must not:
Patients must communicate respectfully with clinicians and support staff.
Leanly reserves the right to refuse service, cancel appointments, or restrict access to the platform in cases of abusive, threatening, or inappropriate behaviour. Fees may be forfeited in such cases.
The Leanly website, logo, branding, text, design, layout, graphics, software, and other content are owned by or licensed to Leanly Pty Ltd unless otherwise stated.
You must not copy, reproduce, adapt, publish, distribute, or commercially exploit any part of the website or its content without prior written permission from Leanly Pty Ltd.
Leanly handles Personal Information and Health Information in accordance with its Privacy Policy. The Privacy Policy forms part of these Terms and is available at privacy.html.
To the extent permitted by law, Leanly is not liable for:
Nothing in these Terms excludes, restricts, or modifies any rights you may have under Australian Consumer Law or any other law that cannot be excluded, restricted, or modified.
Telehealth consultations may not be suitable for all people or conditions. Patients should maintain ongoing care with their regular GP and seek urgent medical care where necessary.
If you have a complaint about Leanly’s administrative services, website, billing, booking process, or support, please contact us at:
Email: support@leanly.com.au
Leanly Pty Ltd
Suite 1738
SHOP 304, 154-164 Horton Parade
Maroochydore QLD 4558
Australia
If your complaint relates to clinical care, clinical advice, prescribing, or treatment, Leanly may refer the complaint to the relevant clinician.
If your complaint relates to pharmacy dispensing, medication supply, medication availability, or pharmacy service, Leanly may refer you to the relevant pharmacy.
If your healthcare complaint cannot be resolved, you may contact the Office of the Health Ombudsman:
Office of the Health Ombudsman
GPO Box 13281
George Street, Brisbane QLD 4003
Telephone: 133 646
Email: complaints@oho.qld.gov.au
Website: www.oho.qld.gov.au
These Terms are governed by the laws of Queensland, Australia. You agree to submit to the jurisdiction of the courts of Queensland and any courts entitled to hear appeals from those courts.
If any part of these Terms is found to be invalid, unlawful, or unenforceable, that part will be severed to the extent necessary and the remaining Terms will continue in full force and effect.
Leanly may update these Terms at any time. Continued use of the website indicates acceptance of the updated Terms.
Reception hours: Mon–Sun, 9am–5pm AEST
Email: support@leanly.com.au
Text or call:
0488 811 011
Non-urgent enquiries and support
⏰ Enquiries received outside reception hours will be responded to when reception next opens.