Terms of service

Terms and Conditions of Trade for EPIC Health Medical Centre

Epic Health 

Practice Address: 1298 Cameron Road and 67 Willow Street, Tauranga.  

Website: www.epichealth.nz 

Email: admin@epichealth.co.nz 
Phone: 072620086 

1. Definitions 

In these Terms and Conditions: 

2. Acceptance of Terms 

By enrolling with, attending, or using services provided by the Practice, the Patient agrees to be bound by these Terms and Conditions of Trade. 

Where a parent, caregiver, or third party is responsible for payment, they also agree to these Terms and Conditions. 

3. Fees and Charges 

3.1 All fees are payable at the time of consultation unless otherwise agreed in writing. 

3.2 Fees may apply for, but are not limited to: 

3.3 Fees may change from time to time without prior notice. 

3.4 A current fees schedule is available on request or via the Practice website and patient portal. 

4. Payment Terms 

4.1 Payment may be made by: 

4.2 Accounts not paid on the day of service may be invoiced and are required to be paid within 7 days of the service and incur a delayed payment fee. 

4.3 Patients using Afterpay acknowledge that: 

4.4 Online portal payments are processed through secure third-party payment providers. The Practice is not responsible for outages or interruptions affecting payment systems outside its control. 

4.5 The Practice reserves the right to require prepayment for services where: 

4.6 Payment plans may be offered at the discretion of the Practice and may be withdrawn if payments are missed. 

5. Overdue Accounts 

5.1 Accounts not paid by the due date may incur:

- A late payment fee of $15.00; and/or 

5.2 The Patient shall be liable for all costs incurred by the Practice in recovering unpaid debts, including debt collection agency fees, legal costs, and disbursements. 

5.3 The Practice may refer overdue accounts to a debt collection agency without further notice. 

5.4 The Practice reserves the right to restrict non-urgent services where accounts remain unpaid and no payment arrangement is in place. 

6. Community Services Card and ACC 

6.1 Patients must present a valid Community Services Card at the time of consultation to receive applicable subsidised fees. 

6.2 ACC consultations may incur surcharges not covered by ACC funding. 

6.3 Community Services Card discounts do not apply to ACC consultations unless permitted under current funding arrangements. 

7. Appointment Attendance 

7.1 Patients are expected to attend appointments on time. 

7.2 The Practice reserves the right to charge a non-attendance or late cancellation fee where: 

7.3 Patients arriving late may need to reschedule their appointment. 

8. Online Services and Communication 

8.1 The Practice may provide online services including: 

8.2 Patients are responsible for maintaining the confidentiality of their portal login details. 

8.3 Email communication is not guaranteed to be secure and should not be used for urgent or personal medical matters. 

9. Privacy 

9.1 The Practice collects, stores, and uses personal information in accordance with the: 

9.2 Patient information may be shared with: 

9.3 Patients may request access to their health information in accordance with applicable legislation. 

9.4 Where the Practice collects personal information about a Patient from a source other than the Patient, the Practice will take reasonable steps to notify the Patient of that collection in accordance with the Privacy Act 2020 and applicable privacy laws, unless an exception applies. 

10. Test Results and Follow-Up 

10.1 Patients are responsible for arranging follow-up appointments to discuss results unless advised otherwise. 

10.2 The Practice will make reasonable efforts to contact patients regarding urgent or clinically significant results. 

10.3 Patients should book an appointment to discuss results if they have not received expected results within advised timeframes. 

10.4 We are not responsible for informing patients of other Drs investigations. Admin fees will apply if we are asked to chase specialist results. 

11. Prescriptions and Repeat Requests 

11.1 Repeat prescriptions should be requested via the patient portal not by telephone and are subject to clinician approval. 

11.2 Prescription requests may require a consultation before being issued. 

11.3 Standard processing times apply (3 working days) and urgent prescription requests will incur additional fees. 

12. Refusal or Termination of Services 

12.1 The Practice reserves the right to refuse or terminate services where: 

12.2 Where appropriate, the Practice will provide written notice of disenrollment in accordance with PHO and Ministry of Health requirements. 

13. Limitation of Liability 

13.1 To the maximum extent permitted by law, the Practice shall not be liable for: 

13.2 Nothing in these Terms limits any rights under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation. 

14. Complaints 

14.1 Patients are encouraged to raise concerns directly with the Practice. 

14.2 Complaints may be submitted in writing to: 
admin@epichealth.co.nz  

14.3 Complaints will be managed in accordance with the Health and Disability Commissioner Code of Rights. 

15. Changes to Terms 

The Practice may amend these Terms and Conditions from time to time. Updated versions will be available on the Practice website, patient portal, and at reception.