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. Standard Appointment Refund Eligibility
*see section 10. for terms regarding subscription services
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. Subscription Plan Services
You may purchase one or more subscriptions (or, where available, single-transaction services) through our website. Unless otherwise stated, subscriptions automatically renew unless you cancel them prior to your next billing date.
10.a How Pricing Works
Your Pocket Lab subscription fee is made up of two parts:
Pass-Through Costs – these are charges we collect on behalf of others, such as:
Practitioners who provide telehealth services through Pocket Lab, where they are part of your subscription; and
Pharmacies that supply your prescribed medication, where you choose to have your treatment dispensed this way.Pocket Lab Fees – this covers everything else included in your plan, such as access to consultations, clinical advice, and our administrative and technology costs.
Together, the Pass-Through Costs and Pocket Lab Fees make up your total subscription fee.
10.b What’s Included
Your subscription generally covers:
An initial consultation with a Doctor;
Medication delivery, if prescribed; and
Ongoing support from Doctors via video or phone during your subscription period, at no additional cost.
No margin is applied to the cost of medications supplied by Pharmacies.
10.c Subscription Plan Billing and Refunds
You will be charged when your checkout is completed.
Future subscription payments will be billed monthly unless you cancel. Subscription costs can be cancelled at anytime, with no cancellation fee. Customers are responsible for costs of subscription and medications (if included) after medications have been sent for dispatch. Medications cannot be exchanged or refunded. Customers on subscription care plans should notify Pocket Lab at hello@pocketlab.nz as soon as they are considering cancelling their plan.
If a payment is declined, care plan subscriptions are given a 3-day grace period before payment is retried. A further declined payment will result in the subscription being cancelled.
By signing up, you authorise us to charge your nominated payment method at the time of checkout and on each recurring billing date. Pocket Lab may adjust subscription pricing in the future, but any changes will only take effect from your next billing date and after we have given you written notice.
10.c Privacy and Payment Statements
For privacy reasons, charges on your credit card statement will show limited details.
10.d Pharmaceutical Company Relationships
From time to time, Pocket Lab may work with pharmaceutical companies to support supply arrangements or disease awareness campaigns. Practitioners who consult through Pocket Lab act independently and are under no obligation to prescribe any particular product. All prescribing decisions are made at their professional discretion, and Pocket Lab complies with applicable laws regarding such relationships.
10.e General Information
All charges are shown in New Zealand Dollars (NZD) and include GST and delivery costs (where applicable).
Pocket Lab’s weight-management services are privately funded and are not covered by the public health system.
Pocket Lab does not collect subsidies on privately provided services.
Using Pocket Lab does not change your enrolment with your usual GP or primary health provider. You will be seen as a casual patient.
Fees cannot be claimed back through public funding schemes. If you hold private health insurance, please check with your insurer to see whether Pocket Lab’s subscription services are covered under your policy.
11. 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.
12. 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.
13. 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.
14. Promotional Discount Terms and Conditions
Eligibility
Promotional discount vouchers or coupon codes (“Promotions”) may be offered from time to time to new or existing customers of Pocket Lab. Eligibility requirements (e.g., new customer sign-ups, family registrations, or specific services) will be stated at the time of the Promotion. To qualify, customers must complete the required sign-up process and provide accurate details where requested.
Discount Codes
Eligible customers will receive a unique voucher or discount code by email (or as otherwise communicated by Pocket Lab). This code can be applied at checkout to redeem the applicable discount.
Validity Period
Each Promotion will have a specified validity period. The discount must be redeemed within that period; expired vouchers cannot be used.
One-Time Use and Transferability
Unless otherwise stated, each code is unique, can be used only once per customer account, and is non-transferable. Promotional codes cannot be combined with other offers, discounts, or promotions.
Applicable Services
The services covered by a Promotion will be clearly stated at the time the offer is made. Unless otherwise specified, discounts apply only to initial consultations booked via Pocket Lab’s telehealth platform. Promotions generally do not apply to subscription plan services or to lab test request services. Standard pricing applies to all subsequent services.
Non-Refundable and Non-Exchangeable
Promotional vouchers and codes have no cash value. They cannot be exchanged for cash, credit, or any other form of compensation.
Misuse
Pocket Lab reserves the right to cancel or revoke a promotional voucher or code if we reasonably suspect fraud, abuse, or misuse.
Changes and Termination
Pocket Lab may modify or end any Promotion at any time without prior notice. Any updates will be posted on our website.
Acceptance of Terms
By redeeming a promotional voucher or code, customers agree to these Terms and Conditions, in addition to Pocket Lab’s standard Terms and Conditions.
Contact Us
For inquiries or concerns, please contact us at hello@pocketlab.nz
Last Updated: 12 September 2025