Zolo Healthcare Terms and Conditions
Australian operations | State or territory: QLD
Zolo Healthcare is the trading name of Zolo Healthcare. “We”, “us” and “our” refer to that entity. “You” means the person receiving or purchasing our services, as identified in the relevant agreement. A representative acts only within their verified authority.
These terms cover our website and the healthcare, nursing, disability, aged care and home support services that we agree to provide. Your booking confirmation, service schedule and any program-specific service agreement identify the actual services, provider, prices, dates and payment responsibilities. A reference to a service or government program is not a statement that every service is available or that we hold a particular registration.
Contact details, service areas and operating hours are set out in section 30 and your service schedule. These terms are available free of charge in an accessible format on request.
Nothing in these terms excludes, restricts or modifies rights, guarantees, remedies or responsibilities that cannot lawfully be excluded. This includes applicable Australian Consumer Law guarantees, privacy rights, professional duties and NDIS or aged care protections. We provide services with due care and skill and meet other applicable consumer guarantees, including fitness for a disclosed purpose and reasonable timing where those guarantees apply.
Mandatory laws and funding requirements prevail. Subject to them, an expressly agreed program-specific service agreement or negotiated service schedule prevails over inconsistent general wording in these terms. A care plan describes the agreed care; it does not silently create additional fees. We explain and resolve inconsistencies with you before relying on a disputed provision.
An enquiry, referral or automated receipt does not by itself confirm a booking or start an ongoing care relationship. We assess the request and confirm whether we can accept it. Before you commit, we provide the relevant terms and material information, including the services, total price or calculation method, funding arrangements and any cancellation charges.
An agreement is formed when the relevant offer is accepted through a valid written, electronic or verbal process, subject to any required written agreement. We record verbal acceptance and provide confirmation. Website terms first supplied after a booking do not retrospectively add charges or remove rights. Merely browsing the website does not create a paid care agreement.
You may ask questions, request reasonable adjustments and obtain independent advice before agreeing. For funded services, we use the additional documentation and acceptance process required by that program.
We provide only services that are within our lawful authority, workforce capability and agreed scope. Before care begins, we identify relevant needs, risks, location, referral requirements and eligibility. We explain any material limitation and discuss a referral or alternative where appropriate.
Government funding, Medicare rebates and insurance payments depend on the relevant eligibility, service and claiming rules. We do not guarantee funding approval or reimbursement. Provider registration, practitioner endorsement and funding eligibility must be verified for the specific service. Your individual agreement states whether Zolo is the direct provider, an identified subcontractor or arranging a separate referral.
We explain proposed care, material risks, expected benefits, alternatives and costs in a way you can understand and obtain consent as required. Agreeing to these commercial terms is not blanket consent to treatment, restrictive practices, recordings, publicity or unrelated information sharing. You may decline an intervention, seek a second opinion or withdraw treatment consent; we discuss the likely consequences and safe alternatives.
We support your decision-making and consider capacity for the particular decision. We verify a representative’s identity, active authority and its limits. Being a family member, emergency contact, registered supporter, nominee or payer does not automatically confer authority for every healthcare or financial decision. A representative does not personally guarantee your debts simply by signing on your behalf.
For children and young people, we assess consent, capacity, parental or guardian authority and confidentiality under the applicable state or territory law and professional requirements. For an adult who cannot make a particular decision, we follow the applicable substitute decision-making process and any binding advance care directive. We do not assume that a family relationship alone authorises treatment or access to records. Mandatory safeguarding and reporting duties continue to apply.
Unless a specific emergency-response service is expressly agreed, Zolo is not an emergency or continuous monitoring service. For an immediate threat to life or safety in Australia, call 000. Do not rely on a website form, email, voicemail or social media message for urgent assistance.
Our agreed contact hours and response arrangements are recorded in your service schedule. We explain how to seek help outside those hours and any individual escalation plan. If an emergency arises during a service, our workers take reasonable action within their training, duties and the circumstances, including seeking emergency assistance where appropriate.
We agree on appointment times or arrival windows and tell you promptly about material delays or changes. We make reasonable efforts to respect preferences and maintain continuity, including suitable worker matching and handover. A particular worker cannot be guaranteed unless expressly agreed.
Any substitute must be appropriately qualified, competent and authorised for the work. We discuss significant changes affecting your care or preferences and obtain consent where required. If we cannot deliver a booked service, section 16 applies. Using employees, agency workers or subcontractors does not remove responsibilities we retain under your agreement or the law.
For ongoing care, we work with you to develop an appropriate care or support plan and review it when needs or circumstances change. The plan identifies agreed tasks, relevant risks, responsibilities, escalation arrangements and coordination with other providers.
Requests outside the agreed plan are assessed before acceptance. Additional work and charges require prior agreement unless an applicable law or genuine emergency permits a different approach. Clinical decisions remain the responsibility of the appropriately authorised practitioner. We do not guarantee a cure, particular diagnosis or clinical outcome; this does not reduce the required standard of care or any consumer guarantee.
Where telehealth is offered and clinically suitable, we confirm your identity, location, contact details, consent and a plan if the connection fails or urgent help is needed. We discuss relevant limitations and privacy arrangements. You should use a reasonably private setting and tell us if you need assistance.
A practitioner may recommend an in-person assessment if remote care is unsuitable. We explain any resulting fee or referral before you agree. Technical failure does not automatically justify charging for a full consultation that was not meaningfully delivered; the appropriate rebooking, adjustment or refund is assessed against the service received and your legal rights. Any recording requires a separate lawful process.
Where included in an authorised clinical service, prescribing, medication administration, referrals, investigations and certificates depend on assessment, professional judgment and legal requirements. Payment for a consultation does not guarantee a prescription, controlled medicine, certificate or referral.
We explain relevant monitoring and follow-up arrangements, including how results are communicated and who coordinates care. Please tell us about current medicines, allergies and relevant changes as accurately as you reasonably can. Contact us if expected results or follow-up have not arrived; no news should not be assumed to mean a normal result. This request does not transfer our professional follow-up duties to you. Separate pharmacy, pathology or specialist charges are explained where known and are governed by the relevant provider’s arrangements.
Please provide information reasonably needed for safe care, tell us about important changes, provide agreed access and treat workers respectfully. We will explain requests and offer reasonable communication and accessibility assistance. Difficulties arising from disability, illness, cognitive impairment or communication needs are assessed individually and are not automatically treated as misconduct.
For home visits, we work with you on foreseeable hazards, including access, infection risks, smoking near workers, unsecured animals, unsafe equipment, violence and manual handling. We may ask for proportionate adjustments, equipment or assistance. We remain responsible for our own risk assessment, training and safe work practices.
A worker may withdraw from an immediate unsafe situation and seek assistance. We then assess alternative arrangements and continuity of essential care. Immediate withdrawal from danger does not automatically terminate a funded service agreement or remove statutory notice requirements.
Prices are in Australian dollars. We disclose the total price, including GST where lawfully applicable and any unavoidable charges. Your service schedule identifies the rate, charging unit, minimum booking if any, inclusions and any permitted additional costs. An estimate is identified as such and we explain its basis and advise you before a material overrun where practicable.
Travel, reports, non-face-to-face work, consumables, public holiday rates and other extras are chargeable only when permitted, clearly disclosed and agreed in advance. We do not retrospectively impose a fee merely because it appears on a later website price list. A funding maximum is not automatically your agreed price. No term authorises double billing or a charge prohibited by a funding program.
We issue sufficiently detailed invoices or statements showing the services or authorised charges, dates, rates and payment responsibility. The due date and approved payment methods are agreed in your service schedule. Any deposit or advance payment must be separately disclosed, lawful and accounted for. A direct debit requires separate authorisation; these terms do not authorise unrestricted withdrawals.
You are responsible only for amounts lawfully payable under your agreement. We identify whether the payer is you, a funding body, insurer or another person. A rejected claim does not automatically become your personal debt. We investigate the reason and discuss any lawful private-payment alternative before further services are supplied. We do not shift our own billing error, lack of required registration or prohibited claim to you through a general funding-shortfall clause.
Please raise invoice questions promptly; this does not create a shortened legal time limit. We investigate genuine disputes and pause collection of the disputed amount while doing so. If an undisputed amount remains overdue, we give reasonable notice and discuss payment or hardship options before lawful recovery action. We do not impose undisclosed late-payment penalties, blanket collection-cost indemnities or prohibited program charges. Any pause or cessation of care must comply with section 20.
For NDIS-funded services, the individual agreement identifies the supports, funding management arrangements, payer and agreed prices. We verify that the service and our delivery arrangements are eligible for the proposed funding. Your choice and control, accessible communication and applicable NDIS rights are respected.
We comply with applicable pricing determinations, price limits, claiming rules and service-agreement requirements for the relevant support and funding type. We do not claim above an applicable maximum or assume that every support permits travel, non-face-to-face work or cancellation claims. Such charges require an eligible item, the applicable conditions and prior agreement. We do not add prohibited gap fees, exit fees or other charges.
The agreement records the actual cancellation rule for each relevant support. We assess alternative work and other claim conditions where required, and consider reasonable individual circumstances. A later government price change does not itself increase your agreed price without the lawful agreement or variation process in section 18.
Where we deliver funded aged care, the applicable registration, rights, service-agreement, care-plan and funding requirements apply. The individual agreement identifies whether Zolo is the registered provider or working under another provider’s arrangement. The responsible provider and payment pathway must be clear.
For Support at Home, the required written agreement is established before or on the day services begin, subject to lawful transitional provisions. It records services, agreed prices, the process for unknown prices and applicable contributions. We support you to understand it and obtain advice, and provide the relevant Statement of Rights and Code of Conduct. Ongoing agreements are reviewed at least annually and on a participant or authorised decision-maker’s request as required.
Prices must be reasonable and transparent. We do not charge separate administration or travel fees where these must be included in the service price, or prohibited entry or exit fees. Contributions follow the applicable assessment and program rules. We explain hardship and fee-reduction options where relevant. CHSP or other programs follow their own rules; Support at Home charges are not automatically applied to them.
Tell us as early as reasonably possible if you need to cancel or change a booking, using the contacts in your service schedule. We record the time we receive notice. We provide a reasonable way to notify us outside ordinary hours. An acknowledged written cancellation is effective when received; it is not delayed until we choose to process it.
For private services, any cancellation fee must have been clearly agreed before booking, be lawful and proportionate, and account for reasonable mitigation such as filling the appointment. A cancellation fee is not an automatic entitlement to the full service price. If no fee was agreed, these terms alone do not create one.
For NDIS services, only the relevant support-specific cancellation arrangements and lawful claiming conditions apply. For Support at Home, the current general short-notice threshold is less than two business days; charging still depends on the agreement and applicable program conditions. We consider reasonable grounds, such as hospitalisation, a health incident or an unexpected change in informal support, and any required adjustment. Two business days should not be represented simply as 48 calendar hours.
We do not charge you a client cancellation fee when Zolo cancels. We discuss a suitable replacement or rescheduling, and refund or adjust amounts for services not provided as required. Further consumer remedies remain available. No cancellation provision authorises double recovery for the same time or loss.
If services fail to meet an applicable consumer guarantee, you retain the remedies provided by law. Depending on the failure, these can include correction within a reasonable time, cancellation, an appropriate refund, compensation or another remedy. A credit or replacement appointment does not override a right to a refund. We do not apply a blanket “no refunds” policy.
Change-of-mind cancellations follow the agreed lawful terms, subject to any statutory or program cooling-off right. For Support at Home, you may withdraw by telling the provider verbally or in writing within 14 days of entering the agreement and before services start. Any separate Australian Consumer Law cooling-off protections, including for qualifying unsolicited sales, remain available and are not replaced by this rule.
We account for unused advance payments and correct overcharges promptly. A refund is returned to the appropriate payer or funding source under the applicable rules. We explain the calculation and timing; we do not retain payments for undelivered services without a lawful basis.
Changes affecting an existing agreement are discussed and communicated in an accessible form before they take effect. We explain the reason, the proposed change and your options, and obtain agreement where required. An existing booked service is not retrospectively repriced.
We give the notice agreed in your service schedule or any longer legally required notice. A material adverse change does not take effect merely because a revised webpage is published or you remain silent. If you do not agree, we discuss alternatives and your right to end affected services without an additional change-related penalty, subject to lawful program and continuity requirements. Immediate changes necessary for safety or law are limited to what is necessary and explained promptly.
You may ask to pause services, change providers or end ongoing services. We discuss the effective date, transition needs and any agreed notice that is lawful and reasonable. We do not impose an exit fee or automatically charge all future bookings simply because you choose another provider. Any individual cancellation charge must independently meet section 16.
We assist with a safe handover and authorised record transfer, reconcile accounts and return unused amounts where required. Funding and unspent program money are handled under the relevant program rules. We do not use an unresolved fee dispute to improperly obstruct essential information needed for safe care. Your rights to end services because of a serious service failure or applicable cooling-off rule remain unaffected.
For private services, legitimate reasons may include needs moving beyond our safe scope, a serious unresolved safety risk, a material breach that has not been addressed after reasonable notice, or an unresolved failure to pay a lawfully due amount after discussion of alternatives. We explain the reason, consider reasonable adjustments and offer an opportunity to resolve the issue where practicable. We give reasonable notice and take appropriate steps for continuity and referral.
For funded services, the program’s permitted cessation grounds, notice and continuity obligations control; the general private-service grounds do not expand them. Support at Home cessation is limited to permitted circumstances, such as care no longer being needed, needs that cannot be met at home with available resources, reassessed need for another service type, specified intentional serious safety breaches, moving beyond the service area, or non-payment within the participant’s control without an alternative arrangement. Other grounds apply only if expressly permitted by current law.
For Support at Home, we give at least 14 days’ written notice where required, including reasons, the proposed end date, complaint rights and advocacy information, and maintain required continuity arrangements. A generic termination clause does not permit immediate cessation. For NDIS services, we follow applicable agreement, safeguarding and continuity requirements. We do not cease care in retaliation for a complaint, advocacy, lawful choices or refusal of optional marketing.
If an event outside reasonable control materially disrupts service, we notify you promptly, explain the effect, take reasonable steps to reduce harm and activate appropriate continuity arrangements. We keep you informed about alternatives and expected duration.
Only obligations actually prevented by the event are affected, and only to the extent lawful and reasonably necessary. Routine staffing difficulties or events caused by our failure to take reasonable precautions do not automatically excuse performance. We do not retain payment for undelivered services without a lawful basis. Your consumer remedies and applicable funded-care continuity protections continue.
If equipment, consumables, transport or help with purchases is agreed, the service schedule identifies responsibilities, prices, any ownership or hire conditions and required approvals. Equipment must be suitable for its intended use and used within workers’ training and authority. We explain safety concerns and alternative arrangements.
Workers may handle money, keys or property only through an authorised and accountable process. We record agreed transactions and provide receipts where relevant. Staff must not request access to your banking passwords or use your accounts for personal benefit. Responsibility for loss or damage is determined by the agreement and applicable law, including each party’s conduct; these terms do not impose automatic liability on you or disclaim our own negligence.
Our Privacy Policy explains information collection, use, disclosure, security, retention, access, correction and complaints. We provide it with relevant collection notices and obtain separate consent where required. Acceptance of these terms is not consent to every disclosure or overseas transfer.
We share care information on a lawful basis and respect representative limits and safe-contact preferences. Required clinical records may need to be retained after services end. A photograph, testimonial, training recording or AI tool involving identifiable information requires its own appropriate privacy and consent process. You retain your applicable access and correction rights regardless of website content ownership.
General website material is provided for information and does not replace an individual clinical assessment. We take reasonable care with the material and correct identified errors. Service descriptions, prices and availability are confirmed when a booking is accepted. This does not remove responsibility for misleading representations or other obligations under law.
Use our website lawfully. Do not impersonate another person, misuse credentials, introduce malicious code, interfere with security or seek unauthorised access to information. If accounts are offered, take reasonable steps to protect your credentials and report suspected compromise. We may restrict access proportionately to address misuse or security risk, while considering alternative access to necessary care and records.
Zolo or its licensors own the relevant rights in our website branding and original materials. You may use information for lawful personal purposes and exercise any rights permitted by law. Reuse for commercial publication may require permission. This does not restrict your own information, permitted records access, complaints or honest reviews.
External websites and separately engaged providers have their own arrangements. We explain material referral relationships and known separate charges where relevant. A link does not guarantee another provider’s services, but these terms do not exclude responsibility we legally retain for our own representations, referral decisions, subcontractors or arrangements.
Each party remains responsible to the extent required by applicable law. We do not seek a blanket release for negligence, unsafe care, breach of confidentiality or failure to meet statutory obligations. These terms do not impose an arbitrary cap based on a consultation fee or insurance payout on personal injury or other non-excludable claims.
When assessing a claim, legally relevant matters may include causation, each party’s contribution and reasonable steps to reduce loss. You are not required to indemnify Zolo for our own acts, omissions or legal obligations. An acknowledgement of treatment risks does not waive a claim arising from a failure to provide the required standard of care. External provider involvement does not by itself eliminate our liability.
Please contact us about a concern so it can be assessed promptly. We provide reasonable assistance and accept complaints through a representative or advocate. Urgent safety concerns receive prompt attention. We handle incidents, open disclosure and any mandatory reporting according to applicable requirements.
We acknowledge complaints promptly, investigate fairly and aim to provide a substantive response within 30 calendar days, or any shorter required period. If more time is needed, we explain the reason and expected timing. You may seek external assistance without first completing our process, subject to the external body’s requirements. We do not penalise complaints or require confidentiality terms that prevent lawful reporting.
Depending on the concern, external options include the NDIS Quality and Safeguards Commission at www.ndiscommission.gov.au, Aged Care Quality and Safety Commission at www.agedcarequality.gov.au, OAIC at www.oaic.gov.au, or the relevant state or territory health complaints and consumer protection bodies. Local complaint contacts: info@zolohealthcare.com A tribunal or court may also have jurisdiction. The ACCC accepts reports about consumer issues but does not resolve individual disputes.
We encourage discussion to resolve a disagreement and may propose voluntary mediation. You are not required to accept compulsory arbitration, pay disproportionate dispute fees or give up access to a regulator, court or tribunal. Urgent relief, complaints and statutory remedies remain available.
Subject to mandatory laws that apply to the service or consumer, these terms are governed by the laws of Brisbane, QLD and applicable Commonwealth law. This does not require you to abandon rights or a forum available under another applicable law. These terms do not shorten statutory time limits for bringing a claim.
We send notices using agreed, accessible contact arrangements and any method required by law. Electronic notices require an appropriate agreed channel; a known failed delivery is not treated as successful solely because it was sent. Please update relevant contact details when practicable.
We do not transfer an ongoing care agreement to another provider in a way that materially reduces your rights without required consent and compliance with relevant program and continuity duties. Lawful subcontracting does not release obligations we retain. If a provision is invalid or unenforceable, it is excluded to the extent necessary without removing mandatory rights or rewriting an unfair term into a broader power.
The agreement records the relevant service arrangements but does not erase legally binding representations, fraud remedies or consumer protections. Delay in exercising a right is not automatically a waiver. Properly accrued payment obligations, privacy duties, recordkeeping and relevant complaint or remedy rights may continue after care ends.