Terms of Service

1. About this service

Wigram Health Limited ("Wigram Health", "we", "us") owns and operates the Quindlee telehealth platform. Clinical and physical healthcare services are provided under the WeCare service.

By using this Service (Quindlee), you agree to these Terms of Service. If you do not agree, please do not use the Service.

2. Scope of the telehealth service

Quindlee is designed for non-urgent, routine conditions only. The service includes:

• AI-assisted history-taking and safety screening via our Quinn assistant
• Clinician review of the consultation and draft clinical summary
• E-prescription authorisation and transmission to your preferred pharmacy
• Short medical certificates where offered in the current care menu

Quindlee does not currently offer investigation or referral requests. It does not provide emergency medical services, mental health crisis support, or care that requires a physical examination. Please contact your usual clinician, urgent care or an emergency department as appropriate.

3. Payment and fees

The Member fee is $9.90 NZD per approved consultation. The Standard consultation fee is $29.90 NZD when a clinician approves care. Membership is per person: each dependant must enrol separately, and enrolled under-14 consultations are free.

Your first Quindlee consultation free. One eligible clinician-approved Quindlee consultation is free per account, shared across acute and other eligible Quindlee care and all dependant profiles. Abandoned requests and requests declined as unsuitable do not consume the offer. It is reserved when the request is submitted and used when a clinician approves care. Later consultations use the applicable enrolled or casual price. The offer does not change clinical suitability, prescribing decisions or your regular general practice. Separately booked phone and video appointments with the wider WeCare group retain their applicable fees.

The general 30-day online Member trial is closed to new starts. Previously activated trials keep their recorded end date and no automatic expiry charge. Existing Member launch and enrolled under-14 benefits remain. A consultation already submitted retains its accepted quote. If another request uses your first-consultation offer while you are still at checkout, you must review the current price before authorising any payment; a free quote never causes a silent charge.

Try MedDirect free for one month — coming soon. MedDirect is not open for new trial redemption. When opened, this is an independent once-per-account offer, including dependant profiles. The full service month starts with the first medicine delivery and includes a personalised care plan, clinically indicated monitoring, chat support and medicine coordination. The pharmacy dispenses and supplies one month’s prescribed medicines at the start, with another month’s supply in a final pharmacy delivery approximately one month later. The final supply does not extend the full-service trial. Both supplies remain subject to clinical approval and pharmacy dispensing requirements. Standard pharmacy delivery is free; actual rural delivery, medicine and pharmacy charges are disclosed before commitment. Medicine is not necessarily free. Staffed chat availability and response expectations are stated before commitment.

The final MedDirect delivery and outstanding trial-related results and follow-up remain WeCare’s responsibility when the service period ends. Ongoing MedDirect requires confirmed WeCare enrolment and applicable ongoing fees. Choosing WeCare as your regular general practice replaces your previous practice enrolment. WeCare’s physical clinics are in Christchurch and Selwyn. Elsewhere, examinations require local in-person care, including urgent care where appropriate, with applicable local fees. The final parcel includes a thank-you card linking to ongoing-care information and the actual enrolment form; the same invitation is available in the patient account.

An authenticated patient may activate provisional membership by declaring that they are already enrolled with WeCare as their PHO general practice, or that they submitted WeCare’s Medtech form and selected PHO enrolment rather than casual registration. The declaration must be truthful. Member pricing begins immediately while WeCare reconciles the clinic record. If WeCare cannot confirm the declaration, provisional pricing ends and future consultations use the applicable Standard price; Quindlee emails the official enrolment link, and completing enrolment restores Member pricing. For approved consultations already provided at a provisional enrolment price, WeCare reserves the right to charge the difference between that price and the $29.90 Standard price to the patient’s saved card. The first free Quindlee consultation is an independent entitlement and is excluded from this enrolment back-charge. WeCare will not debit an enrolment difference without notice: the patient is emailed a warning with at least 7 days to complete enrolment, and a reminder the day before the charge. Completing enrolment within that window cancels the charge. A saved payment card is required at checkout, including $0 care; consent to an enrolment back-charge is recorded only when an enrolment price applies. Membership may also be granted through an approved corporate, staff or complimentary programme. The launch offer has one shared end date and does not restart for later enrolment or reactivation. Each consultation retains its original charge and any later difference is separate and reviewable.

For every consultation, the patient chooses whether the approved consultation summary is sent to their usual practice. For a separately enrolled account holder or dependant with active provisional or confirmed WeCare enrolment, choosing to send the summary routes it to the monitored WeCare team inbox. The online trial, corporate, staff or complimentary Member pricing does not establish WeCare enrolment or alter usual-practice routing. A dependant never inherits the account holder’s enrolment.

The payment process is:

• When a fee applies, a temporary card authorisation is requested when you submit.
• The authorisation is captured only if a WeCare clinician approves care.
• If care is not approved, the authorisation is released and no consultation fee is charged. Your bank may take several days to remove the pending hold.

Consultation fees cover clinical care and any prescription authorised by your clinician. Pharmacies dispense and supply the medicines. Medicine and pharmacy charges are separate from the consultation fee.

Payments are processed securely by Stripe. WeCare does not store your card details. Standard Stripe terms apply to payment processing.

Your rights and remedies under the Consumer Guarantees Act 1993 are not limited by these Terms.

4. Your responsibilities

By using Quindlee you confirm that you:

• Are aged 18 years or older — Quindlee accounts are for adults. If you are under 18, a parent or legal guardian must hold the account and seek care on your behalf;
• Provide accurate and complete information, including your medical history, current medications, and allergies;
• Understand that providing false information may affect the safety of your care and may constitute a breach of these Terms;
• Will not use Quindlee for conditions that require urgent or emergency care;
• Accept that WeCare clinicians have the right to decline a consultation request if in their clinical judgement the platform is not appropriate for your condition.

5. Quinn AI assistant

Quinn is the Quindlee AI assistant. Quinn helps you describe your symptoms and prepares an AI-assisted draft clinical summary for clinician review. Quinn is not a clinician and does not make diagnoses or treatment decisions. All clinical decisions are made by a registered clinician, such as a General Practitioner or Nurse Practitioner.

Every consultation is clinician-reviewed before anything is issued (see the Quinn section below). Only act on the care plan issued after approval.

6. Privacy

We take your privacy seriously. Please read our Privacy Policy to understand how we collect, use, and protect your personal and health information in accordance with the New Zealand Privacy Act 2020 and Health Information Privacy Code 2020.

7. Intellectual property

All content, branding, and software on the Quindlee platform is owned by Wigram Health Limited. You may not reproduce, distribute, or commercially exploit any part of the Service without our written consent.

8. Limitation of liability

Nothing in these Terms excludes or limits any rights or remedies you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020, Code of Health and Disability Services Consumers’ Rights, or any other rights that cannot lawfully be excluded.

To the extent permitted by law, WeCare is not responsible for loss caused by information you knowingly omit or by using the service contrary to urgent-care directions.

9. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by email or by displaying a notice on the platform. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

10. Governing law

These Terms are governed by the laws of New Zealand. Any disputes shall be subject to the exclusive jurisdiction of the New Zealand courts.

11. Contact

For questions about these Terms, please contact us at hello@quindlee.ai.