Terms and Conditions
Welcome to Pocket Lab, your trusted telehealth service provider in New Zealand.
You must accept these terms and conditions each time you proceed with any Pocket Lab services.
Any reference in these terms of use to “Pocket Lab”, “us”, “we” or “our” means Pocket Lab Limited.
These terms and conditions are governed by the laws of New Zealand.
The services provided through Pocket Lab are not intended for emergency situations. If you require urgent assistance or have a medical emergency, please contact 111 or visit your local hospital emergency department immediately.
1. Eligibility
Pocket Lab services are accessible for individuals aged 16 years and over located in New Zealand. Parents or guardians can arrange consultations on behalf of minors. Additional costs for prescriptions and laboratory tests may apply for those ineligible for New Zealand government-funded public health services.
2. Privacy and security
We prioritise the confidentiality and security of your information, adhering to New Zealand law and regulations regarding privacy and data protection. Your personal information will be handled in accordance with our Privacy Policy. Consultation notes may be shared with your regular general practitioner if consented.
Pocket Lab endeavours to utilise approved, secure digital services, connections, and a video conferencing provider with end-to-end encryption. However, you acknowledge the minimal risk of potential compromise, which could result in the exposure of your personal and health information.
3. Technical support
While we strive for seamless service, technical issues may arise. In such cases, consultations may be completed over the telephone, with the full telehealth consultation fee still applicable.
4. Telehealth and Limitations
Pocket Lab telehealth services may be conducted online, by phone or by video. Pocket Lab does not allow you to select the doctor who conducts your telehealth consultation. Telehealth consultations can only legally occur for people physically located inside New Zealand at the time of the consultation.
Due to the nature of telehealth appointments, complete physical examinations are not possible. The doctor may recommend an in-person assessment, if necessary, at your own cost.
You agree not to record a telehealth consultation unless you obtain explicit written consent from the Pocket Lab doctor before initiating any such recording.
5. Accuracy and Prompt Medical Assistance
You declare that the information provided is true and accurate. You agree to follow the advice and instructions provided by a Pocket Lab doctor closely, including the use of prescribed medications or healthcare products, reporting any adverse effects, and securely storing prescribed medicines to prevent unauthorised use. Additionally, you agree to seek prompt medical assistance if any concerns arise.
6. Appointment management
You will receive email and text notifications of your appointment and are required to cancel twenty four hours before the scheduled time to be eligible for a refund. You can reschedule your appointment anytime prior to your booked appointment without additional charges. Non-attendance incurs the full consultation fee.
7. Prescription and Medication Usage
Pocket Lab is not a pharmacy and does not dispense any medication. Prescriptions are issued based on clinical judgement. Medications are for personal use only, and adherence to instructions is essential. Certain controlled substances or medicines with the potential of misuse will not be prescribed, including but not limited to the following:
Opioid analgesics (such as tramadol, codeine, morphine, oxycodone, fentanyl, methadone, pethidine)
Sleeping tablets (such as zopiclone, quetiapine)
Benzodiazepines (such as lorazepam, diazepam, clonazepam)
Stimulants (such as methylphenidate, atomoxetine, dexamphetamine)
Gabapentinoids (such as gabapentin, pregabalin)
8. Discontinuation of Services
A Pocket Lab doctor reserves the right to discontinue services or medication provision without prior notice at any time. You may terminate consultations at any time. In the event of discontinuation during a consultation, the full telehealth consultation fee will still apply, except in cases of emergency.
9. Refund Eligibility
You will receive a full refund if a Pocket Lab doctor determines that telehealth is not appropriate for your consultation.
If during the course of a telehealth consultation, a Pocket Lab doctor recommends an in-person visit as part of your assessment, the full virtual consultation fee will still apply. The subsequent in-person consultation will be at your own cost.
If you cancel your appointment twenty four hours or more before your scheduled time, you will be entitled to a full refund.
If you miss your original telehealth consultation and wish to book a new one, you can do so. However, you will be required to pay an additional telehealth consultation fee as applicable.
If you wish to reschedule your appointment to an alternative time, you must reschedule prior to your booked appointment time using the link provided in the initial booking confirmation email.
If during the course of a telehealth consultation, a Pocket Lab doctor decides to discontinue the provision of advice or medication, the full virtual consultation fee will still apply.
You will receive a full refund if a Pocket Lab doctor declines a lab test or medical certificate service request, based on their clinical judgement.
Refunds are typically processed within 10 working days. If you believe you are entitled to a refund, please contact us at hello@pocketlab.nz.
10. Future Communication
Unless you ask us not to, we may contact you via email in the future to inform you about developments in our service, specials, or changes to these terms and conditions.
11. Indemnification and Liability
Access to and use of Pocket Lab’s services is at your own risk. Except as expressly provided in these terms and conditions, we exclude all representations, conditions and warranties, whether express or implied (by statute or otherwise), to the fullest extent permitted by law.
Subject to the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, but otherwise to the maximum extent permitted by law, we are not liable to you for any loss or damage, whether it is direct, indirect, consequential or otherwise, arising out of, or in connection with the use of, Pocket Lab’s services.
You are agree to release Pocket Lab from any claims that you may have against Pocket Lab and will at all times indemnify Pocket Lab against all proceedings, actions, claims or demands made by any person whether occasioned by negligence, breach of statutory duty, tort, equity, breach of contract or otherwise suffered as a result of or in connection with you using Pocket Lab’s services.
12. Changes
These terms and conditions may be amended from time to time in order to maintain compliance with law and reflect changes to our processes. We will announce any revisions on the website.
13. Winter Discount Voucher Terms and Conditions
Eligibility: The 10% winter discount voucher is available to new customers who sign up for Pocket Lab's telehealth services for themselves or their families. To qualify, customers must register via email and provide the necessary details during the sign-up process.
Discount Code: Upon successful sign-up, eligible customers will receive a unique discount code via email, which can be applied at checkout to receive the 10% discount.
Validity: The winter discount voucher is valid for use from the date of issue until 30 September 2024. The discount must be redeemed by this date, after which the voucher will expire and no longer be valid.
One-Time Use: Each discount code is unique and can be used only once per new customer account. It is non-transferable and cannot be combined with other offers, discounts, or promotions.
Applicable Services: The 10% discount applies to the first telehealth consultation booked through Pocket Lab's telehealth platform. It is not available for 1-2 day medical certificate services and test lab test request services. Subsequent services will be charged at the standard rate.
Non-Refundable and Non-Exchangeable: The discount voucher has no cash value and cannot be exchanged for cash or any other form of compensation.
Misuse: Pocket Lab reserves the right to cancel or revoke any discount voucher if we suspect any fraudulent activity or misuse of the voucher.
Changes and Termination: Pocket Lab reserves the right to modify or terminate the winter discount promotion at any time without prior notice. Any changes will be posted on our website.
Acceptance of Terms: By using the discount voucher, customers agree to be bound by these terms and conditions as well as Pocket Lab's general Terms and Conditions.
Contact Us
For inquiries or concerns, please contact us at hello@pocketlab.nz