Welcome to Vital Health Limited, your digital healthcare provider in New Zealand.
By accessing and using our services, you acknowledge and agree to be bound by these terms and conditions for each interaction with Vital Health Limited.
References to “Vital Health Limited”, “the Company”, “we”, “us” or “our” in this document refer to Vital Health Limited.
These terms and conditions are subject to New Zealand law and jurisdiction.
Important Notice: Our services are not designed for medical emergencies. For urgent medical care or emergency situations, immediately call 111 or proceed to your nearest hospital emergency department.
1. Service Eligibility
Our digital healthcare services are available to individuals aged 16 years and above who are physically present in New Zealand. Parents or legal guardians may book consultations for minors under their care. Please note that prescription costs and diagnostic testing fees may apply, particularly for individuals not eligible for publicly funded healthcare in New Zealand.
2. Data Protection and Confidentiality
We maintain strict confidentiality standards for all personal and health information, complying with New Zealand privacy legislation and healthcare regulations. Your data handling is governed by our Privacy Policy. Clinical notes may be forwarded to your primary healthcare provider with your express consent.
Vital Health Limited employs secure digital platforms, encrypted connections, and protected video conferencing technology with end-to-end encryption. While we implement comprehensive security measures, you acknowledge that digital communications carry inherent minimal risks that could potentially compromise personal and health information.
3. Technology and Support
Although we maintain high-quality digital services, technical difficulties may occasionally occur. When technical issues arise, consultations may proceed via telephone, with standard consultation fees remaining applicable.
4. Digital Healthcare Delivery and Scope
Vital Health Limited provides digital healthcare consultations through online platforms, telephone, or video calls. Patients cannot request specific clinicians for their consultations. All telehealth appointments must occur while the patient is physically located within New Zealand borders.
Given the nature of remote consultations, comprehensive physical examinations cannot be performed. Your attending physician may recommend face-to-face assessment when clinically indicated, which will be at your expense.
Recording of any consultation is strictly prohibited unless you receive explicit written authorization from your Vital Health Limited clinician prior to commencing any recording.
5. Information Accuracy and Treatment Compliance
You warrant that all information provided is truthful and complete. You commit to adhering to all clinical advice and treatment instructions provided by Vital Health Limited physicians, including proper medication usage, reporting adverse reactions, and secure storage of prescribed medicines to prevent unauthorized access. You also agree to seek immediate medical attention if concerns arise regarding your health.
6. Booking and Scheduling Management
Appointment confirmations will be sent via email and SMS notifications. Cancellations must be made at least 24 hours prior to your scheduled appointment to qualify for a full refund. Appointments may be rescheduled at any time before your booking without additional fees. Failure to attend your scheduled consultation will result in the full consultation fee being charged.
7. Prescribing and Medication Guidelines
Vital Health Limited does not operate as a pharmacy and does not supply medications directly. Prescriptions are issued based on clinical assessment and judgment. All medications prescribed are for personal use only, and strict adherence to instructions is mandatory. The following categories of controlled substances and potentially misused medications will not be prescribed:
- Opioid pain medications (including tramadol, codeine, morphine, oxycodone, fentanyl, methadone, pethidine)
- Sleep medications (including zopiclone, quetiapine)
- Benzodiazepines (including lorazepam, diazepam, clonazepam)
- Stimulant medications (including methylphenidate, atomoxetine, dexamphetamine)
- Gabapentinoid medications (including gabapentin, pregabalin)
8. Service Termination
Vital Health Limited clinicians maintain the right to discontinue services or cease medication prescribing without advance notice when clinically appropriate. Patients may terminate consultations at any point. Should discontinuation occur during an active consultation, standard consultation fees will apply, except in emergency circumstances.
9. Refund Policy
Full refunds will be provided when a Vital Health Limited physician determines that digital healthcare is unsuitable for your particular consultation needs.
When a clinician recommends in-person evaluation as part of your care plan during a digital consultation, the virtual consultation fee remains payable. Any subsequent face-to-face appointments will be charged separately.
Cancellations made 24 hours or more before your scheduled appointment qualify for complete refunds.
Missed original consultations require new bookings with additional consultation fees if you wish to reschedule.
Appointment rescheduling must occur before your original booking time using the link provided in your confirmation email.
When a Vital Health Limited physician discontinues advice or medication provision during a consultation for clinical reasons, standard consultation fees remain applicable.
Complete refunds apply when our physicians decline laboratory test requests or medical certificate services based on clinical judgment.
Refund processing typically occurs within 10 business days. For refund inquiries, please contact us at hello@vitalhealth.co.nz.
10. Marketing Communications
Unless you specifically opt out, we may contact you via email regarding service updates, promotional offers, or modifications to these terms and conditions.
11. Limitation of Liability and Indemnification
Use of Vital Health Limited services is undertaken at your own risk. Except where explicitly stated in these terms, we disclaim all representations, conditions, and warranties, whether express or implied, to the maximum extent permitted under law.
Subject to the Consumer Guarantees Act 1993 and Fair Trading Act 1986, and otherwise to the fullest extent permitted by law, we accept no liability for any direct, indirect, consequential, or other losses arising from or connected to your use of Vital Health Limited services.
You agree to release Vital Health Limited from any claims you may have against the company and will indemnify Vital Health Limited against all proceedings, actions, claims, or demands by any party, whether arising from negligence, statutory breach, tort, equity, contract breach, or otherwise, resulting from or connected to your use of our services.
12. Terms Modifications
These terms and conditions may be updated periodically to ensure legal compliance and reflect operational changes. All revisions will be posted on our website.
Contact Information
For questions or concerns, please contact us at: hello@vitalhealth.co.nz