Last updated: 4 November 2026
About these terms
These Terms of Use apply when you use the Well2Wise app or website, book care through Well2Wise, earn or redeem hearts, or take out a Well2Wise membership. By creating an account or using Well2Wise, you agree to these terms. If you do not agree, please do not use Well2Wise.
Our Privacy Policy explains how we collect, use and protect your personal information, and forms part of these terms.
Your account
You need an account to book care, earn hearts or become a member. You must be at least 18 years old to hold an account. You can make bookings for your dependants from your account.
Please keep your details accurate and up to date, including your mobile number and email address, and keep your password private. You are responsible for activity on your account. Tell us straight away at support@well2wise.com if you think someone else has used it.
Health information and emergencies
Well2Wise is not an emergency service. If you or someone else needs urgent medical help, call 000 or go to your nearest emergency department.
Consults booked through Well2Wise are provided by Australian-registered health practitioners, who are responsible for the clinical care they give. A telehealth consult has limits: your practitioner may recommend an in-person assessment, a GP, a scan or another provider. Articles, guides, calculators and other general content in the app and on the website are general information only and are not medical advice.
Bookings and payments
We show the price of a consult or treatment before you book: the standard price and, where it applies, your member price. The price you see when you confirm is the price you pay. Prices are shown before any Medicare or private health insurance rebate you may be entitled to claim yourself.
Payment, cancellation and rescheduling details are shown in the booking before you confirm it. A booking request is not confirmed until the practitioner or provider accepts it.
Membership
Well2Wise membership is a subscription for member prices on care you book through Well2Wise. It is not health insurance. It does not pay benefits or claims, and it does not replace Medicare or private health insurance.
There are two plans, both billed monthly: Member (A$9.99 a month) and Member Plus (A$17.99 a month). Anyone can use Well2Wise for free and book at the standard price. Membership includes:
a. included telehealth consults with a Well2Wise physio: three a year on Member and five a year on Member Plus. Rapid telehealth and telehealth follow-up consults both count. Your allowance resets on your membership anniversary, and unused consults do not carry over;
b. faster hearts: Member earns 2× and Member Plus 3× on the activities shown in the app. Some activities, such as the points for uploading a receipt and prize-draw entries, are the same on every plan;
c. member prices on treatments and on elective surgery booked through Well2Wise, which step up with the length of your membership, as shown in the app;
d. hearts on surgical packages: you can put hearts from your My Well wallet toward the cost of a surgical package booked through Well2Wise, on top of your member price, as shown in the app; and
e. any other benefits shown for your plan in the app at the time.
Your months of membership are counted from your first paid day and need continuous membership. If your membership lapses, your months start again from the beginning. Member surgery prices come from our agreements with providers. They apply when the surgery is booked through Well2Wise as a surgical package after a surgeon consult, and the price is set on the day you book.
Member prices and included consults are for the account holder. Bookings you make for a dependant are at the standard price.
Billing, renewal and cancelling
Membership is bought and billed through the Apple App Store or Google Play, using the account you are signed in to on your device. The store’s own terms also apply to your purchase.
Your membership renews automatically each month at the price of your plan, and the store charges you at the start of each month, until you cancel. You can cancel at any time in your App Store or Google Play subscription settings; uninstalling the app or deleting your Well2Wise account does not cancel it. Cancel at least 24 hours before your renewal date to avoid the next charge. After you cancel, your membership continues until the end of the month you have paid for.
If a renewal payment fails, you keep your membership while the store retries the payment. If it is still not paid, your membership lapses.
You can move between Member and Member Plus in the app. The store applies the change and works out any charge or credit. If we change the price of a plan, the store will tell you before it applies, and you can cancel before then.
Refunds
Because membership is billed by Apple or Google, refund requests are made to, and decided by, the store: Apple at reportaproblem.apple.com, or Google Play through your order history. If a membership payment is refunded, hearts you have not yet spent that came with it, including any join bonus, are taken back, and the membership ends.
Nothing in these terms limits your rights under the Australian Consumer Law (see below).
Hearts, points and rewards
You earn points on qualifying healthcare and wellness activity, such as treatment receipts, receipt uploads and your daily steps. 100 points make one heart. Hearts can be redeemed for the rewards and discounts shown in the app.
Hearts and points have no cash value. They cannot be sold, transferred to another account or exchanged for money. We may change how hearts are earned, the rewards available and the number of hearts a reward needs; hearts already in your wallet stay there. Hearts may be removed if they were earned in error, through a receipt that is not genuine, or in breach of these terms. When you close your account, any hearts you have not spent are lost.
Prize draws
Each prize draw shows its prize, how to enter and its draw date in the app. Entries are made with hearts or earned through the activities shown, and the draw’s own conditions apply. Winners are chosen at random and contacted through the app and by email.
Using Well2Wise fairly
You agree not to:
e. upload receipts, photos or information that are not genuine or not yours;
f. use more than one account to gain extra hearts, bonuses or included consults;
g. interfere with, copy, reverse engineer or misuse the app, the website or our systems; or
h. behave abusively towards practitioners, providers or our team.
We may suspend or close an account that breaks these rules.
Your content
When you upload receipts, photos, documents or messages, you keep ownership of them and allow us to use them to provide Well2Wise to you, including sharing them with the practitioners and providers involved in your care, as described in our Privacy Policy. The Well2Wise app, website, name and content belong to Well2Wise and our licensors.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under that law.
Our liability
To the extent the law allows, and apart from your rights under the Australian Consumer Law, Well2Wise is not liable for indirect or consequential loss arising from your use of the app or website. The clinical care you receive is the responsibility of the practitioner or provider who gives it. We work to keep Well2Wise available and accurate, but it may sometimes be unavailable, for example during maintenance.
Changes to these terms
We may update these terms from time to time. The current version is always available on our website and via the Well2Wise app. If a change materially affects your membership, we will tell you in the app or by email before it applies.
Closing your account
You can ask us to close your account at any time by emailing support@well2wise.com. Please cancel any membership in the App Store or Google Play first, because closing your account does not stop the store billing you. How we handle your information when your account closes is set out on our Support page.
Governing law
These terms are governed by the laws of New South Wales, Australia.
Contact us
If you have any questions about these terms, please contact us at: support@well2wise.com
