Legal

Terms of service

Last updated 29 April 2026

By using Connect Clinic services, you agree to these terms. If you do not agree, please do not book a consultation. These terms are governed by New Zealand law and the jurisdiction of the New Zealand courts.

1. Who we are

Connect Clinic Limited (NZBN to be confirmed) is an Auckland-based telehealth provider. The clinical lead and sole director is Dr Francis Katoa, MBChB, FRNZCGP, MCNZ-registered (registration current). Our health coach is a non-regulated health practitioner who works under Dr Katoa's clinical oversight.

2. Who can use our service

• You must be in New Zealand at the time of your consultation
• You must be 16 years or older, OR have a parent/guardian present
• You must not be in a medical emergency, call 111 or attend an Emergency Department
• For controlled medications (opioids, benzodiazepines, stimulants), in-person assessment is required, we cannot prescribe these by telehealth

3. What we do

• Telehealth GP consultations by Zoom video call
• Repeat prescriptions sent electronically to your nominated pharmacy
• Medical certificates issued after a clinical assessment
• Health coaching by a Connect Clinic coach, with your written consent
• Specialist referrals where clinically appropriate
• Programmes (Hauora Hinengaro, Mate Huka, Whakaora Wawe) over 12 weeks

4. What we don't do

• Emergency or urgent care, call 111
• Mental-health crisis intervention, call or text 1737
• In-person physical examinations
• Prescribing for someone other than the consulting patient
• Backdated medical certificates or sick notes for past illness without contemporaneous assessment
• Prescribing controlled drugs by telehealth (opioids, benzodiazepines, ADHD stimulants)

5. Fees and payment

• Fees are listed on our website at the time of booking. We pre-take payment via Stripe
• If we cannot complete the consultation safely (e.g. emergency referral required, you are out of NZ), we'll refund within 5 working days
• If you are a no-show or cancel less than 4 hours before your appointment, the fee is non-refundable
• Programme fees are paid in advance for the 12-week block. If you stop a programme mid-way for clinical reasons, we'll refund the unused weeks pro-rata

6. Clinical decisions are the doctor's

Dr Katoa retains full clinical discretion. We may decline to prescribe, certify, or progress a referral if it isn't clinically safe or appropriate. Where we decline, we'll explain why and signpost the right alternative (e.g. in-person GP, ED, specialist).

7. Your responsibilities

• Provide accurate information about your health, medications, and history
• Tell us about all conditions, allergies, and medications, including ones from other providers
• Use the Zoom link only for yourself or the named patient
• Follow any safety advice given (e.g. attend ED if directed)
• Keep your own copy of any certificates or scripts we issue you

8. Health coaching scope

Our health coach is not a medical practitioner and does not diagnose, prescribe, or order tests. Coaching is goal-oriented behaviour change, working alongside your GP. If something clinical comes up during a coaching session, we'll loop Dr Katoa in.

9. Records and privacy

See our privacy policy. Your records are stored in the Elixir PMS for at least 10 years and may be released to other providers with your consent or as required by law.

10. Apps

Connect Clinic-built apps (Mahino, Talanoa, future Malo) are provided "as is" for general health literacy and language learning. They are not a substitute for clinical assessment. They process your data on your device only, see each app's privacy notice for specifics.

11. Complaints

If something has gone wrong, please tell us first: connectclinic@outlook.com. We aim to respond within 5 working days. You can also contact:

• Health and Disability Commissioner: hdc.org.nz · 0800 11 22 33
• Medical Council of New Zealand: mcnz.org.nz

12. Liability

We carry medical indemnity through the Medical Protection Society. Liability for any claim is limited to the amount the law permits us to limit in the circumstances of the claim. Nothing in these terms excludes consumer rights you have under the Consumer Guarantees Act 1993 or other NZ law that cannot be contracted out of.

13. Changes

We may update these terms. Material changes will be posted here with a new "last updated" date and notified to registered patients.

Connect Clinic Limited · 26 Whakahui Lane, Mangere Bridge, Auckland 2022 · connectclinic@outlook.com