Your cancellation right: You may cancel a package for a full refund at any time before the first service relating to that package has been supplied. Accessing or using the Signal Health Portal does not count as the first service.
1. About these terms
These Terms and Conditions (“Terms”) apply to Signal Health testing, support, Family Membership and Concierge packages. By applying for, purchasing or using a package, you agree to these Terms together with the package description, written offer and price shown on the Signal Health website, in the portal or at checkout.
Signal Health is operated by Longevity Practice Pty Ltd (ACN 690005700). Medical services are provided by Dr Colin Coward through Longevity GP (ABN 44690005700), and exercise physiology services are provided by O2 Active.
Signal Health is a privately operated health service led by Dr Colin Coward, a registered Australian general practitioner. Services include general health consultations, preventive care, lifestyle optimisation, longevity-focused assessments and follow-up care.
Each treating clinician exercises independent professional judgment within their registered scope of practice.
2. Package inclusions and clinical suitability
Your package includes the services listed for that package when you purchase it. Testing packages cover the stated investigations and results sessions. Support packages cover the stated clinical and exercise physiology support and do not include repeat testing unless expressly stated. Family Membership and Concierge inclusions are those displayed for the relevant membership and confirmed in writing before acceptance.
Testing package fees do not include ongoing clinical or exercise physiology work required to implement recommendations after the included results sessions unless expressly listed. Ongoing implementation can be purchased through a Support, Family Membership or Concierge package where eligible.
Every investigation and service remains subject to clinical assessment, professional judgment, contraindications, availability and informed consent. If an included investigation is not clinically appropriate or cannot reasonably be supplied, we will discuss a suitable alternative, credit or refund for the affected component.
Comprehensive Assessment
Comprehensive Assessment is the flagship testing programme recommended for most clients. It ordinarily includes expanded clinical blood testing, inflammation markers, omega-3 index, DEXA body composition, 12-lead ECG, cognitive baseline testing, VO2 and lactate-threshold assessment, force-plate and grip-strength assessment, movement and mobility screening, spirometry, resting metabolic-rate assessment, GP and exercise physiology results sessions, and a clinically selected six-month targeted retest.
If maximal or higher-intensity VO2 testing is not considered safe or suitable, the exercise physiologist may use a lower-risk protocol or another validated method to estimate aerobic capacity.
Clinician-selected Advanced Investigations
Advanced Investigations are not a fixed package. Recommendations depend on individual clinical assessment, appropriateness, informed consent and provider availability, and should be made only where there is a reasonable prospect that the result will change clinical management.
Before an investigation is ordered, the patient will receive its proposed scope and written price, together with an explanation of material benefits and limitations. The patient may accept or decline each recommendation, is not obliged to proceed and pays only for investigations agreed with them.
Possible pathways include selected cardiovascular, metabolic, sleep, cognitive, genetic or targeted imaging investigations. A pathway description does not mean every investigation within it will be performed. Genetic, microbiome, epigenetic-age and other emerging tests may have uncertain, limited or evolving clinical utility and will be discussed accordingly.
These revised terms apply to future recommendations and purchases. They do not retrospectively remove or reduce any inclusion, right or remedy attached to a testing package purchased under earlier terms.
Testing period and targeted retesting
Testing packages are intended to be completed within six months of the agreed start date. The responsible GP may reasonably extend this where clinical circumstances, provider availability or safe sequencing requires more time.
A “six-month targeted retest” means selected priority parameters where meaningful change may be expected and retesting is clinically appropriate. It does not mean every initial test will be repeated. Tests will not be repeated where doing so is unlikely to be useful, is not clinically justified or may create avoidable risk.
3. Fees, payment and promotions
Prices, billing frequency and any minimum commitment are shown on the website, in the portal and at secure checkout. Payment is processed by Stripe or another disclosed payment provider. You authorise the provider to collect the displayed amount and, for a subscription, future payments under the checkout terms until renewal is cancelled.
Testing package fees are payable upfront unless checkout expressly provides another arrangement. Support, Family Membership and Concierge fees are payable using the accepted billing schedule. Family Membership is priced at $20,000 per person for each annual membership term and requires at least four family members to join together. Packages are personal and cannot be transferred without written agreement. Promotions cannot be exchanged for cash, and a refund will not exceed the amount actually paid.
4. Cancellation and refunds
Before the first package service
You may cancel by emailing hello@signal-health.com.au. If no service relating to the package has been supplied, we will provide a full refund of the amount paid.
The first package service is supplied when the first clinical consultation, exercise physiology session, assessment, sample collection, investigation, procedure, personalised clinical review, membership interaction or other substantive included service is delivered. Creating an account, accessing the portal, viewing package material, downloading a receipt or performing ordinary administrative booking does not itself count as the first service.
After the first package service
After the first service, fees are not automatically refundable if you change your mind. Where reasonable, we may offer a partial refund or credit for material services not supplied after deducting services already supplied and non-recoverable third-party costs properly incurred.
You may ask us to stop a subscription renewing by emailing before the next renewal date. This does not automatically refund the current paid term or end a minimum commitment disclosed at checkout. Nothing in these Terms excludes, restricts or modifies rights under the Australian Consumer Law or other law that cannot be excluded.
5. Appointments
Appointments must be arranged in advance using the Signal Health booking system and are subject to availability. Please provide at least 24 hours’ notice to cancel or reschedule. A missed appointment, or one cancelled with less than 24 hours’ notice, may be treated as supplied and deducted from the package allocation unless exceptional circumstances apply.
6. Medicare and other rebates
No Medicare, private health insurance or other rebate is guaranteed. Eligibility depends on applicable rules, clinical indications and the circumstances of the service. Unless expressly stated otherwise, the package price remains payable regardless of rebate eligibility.
Some separately billed GP consultations or clinically indicated investigations may attract a Medicare rebate where the relevant item requirements are satisfied. Medicare telehealth eligibility may depend on an established clinical relationship, including a face-to-face consultation within the period required by rules then in force.
7. Independent testing and service providers
We may recommend, arrange or coordinate pathology, imaging, genetic, physiological, wearable or other services supplied by independent third-party providers. Those providers are responsible for their services, samples, reports, systems and privacy practices and may require separate terms.
Unless expressly stated otherwise, an independent provider is not our employee, agent or representative. Its fees, availability, collection procedures, methods, quality processes, turnaround times, reporting and data-storage practices may change. Where a provider collects, transports, stores or analyses a sample, it is responsible for that sample and associated data.
We do not warrant that an independent provider’s service or report will always be available, complete, error-free or delivered by a particular date. We will use reasonable care in provider selection and coordination and reasonably assist with concerns or alternatives. Nothing removes responsibility or consumer rights that cannot lawfully be excluded.
8. Your responsibilities
You agree to provide complete and accurate information to the best of your knowledge, tell us about relevant changes, follow safety and preparation instructions, attend agreed appointments and treat staff and providers respectfully. You must keep portal credentials secure and promptly report suspected unauthorised access.
9. Family Membership
9.1 Eligibility, application and acceptance
Family Membership is available only where at least four family members apply to join together. It is an annual membership priced at $20,000 per person. An enquiry is not an application, purchase or guarantee of a place. Membership is subject to clinical suitability, operational capacity and written acceptance by Signal Health.
To protect access and continuity, each named Signal Health GP is capped at 50 enrolled Family Membership members. We may decline or defer an application when that cap has been reached or the service cannot safely or appropriately be provided. If an application is declined before any service is supplied, all amounts paid for it will be refunded.
9.2 Individual care and confidentiality
Each family member has an individual membership, confidential clinical record and independent clinician–patient relationship. We will not disclose an adult member’s health information to another family member without authority, consent or another lawful basis. A parent or guardian may act for a child or dependent as permitted by law and clinical practice.
9.3 Your named GP
Each member is allocated a named Signal Health GP to support continuity. We do not guarantee that the named GP will personally be available for every consultation. During leave, illness or other interruption, we may arrange an appropriate covering GP or the earliest safe alternative. Membership implies that the Signal Health GP becomes the member’s regular GP. However, it does not require a member to stop seeing other GPs, but members should tell us about relevant care received elsewhere.
9.4 Video or phone access within 24 hours
For a non-emergency request made through the agreed contact channel, Signal Health will make a video or phone GP consultation available within 24 hours. This means access to a consultation time; it does not promise an immediate response, continuous monitoring, a particular GP for every request or an in-person visit within 24 hours. Where an exceptional clinical, staffing or technical interruption prevents the service being supplied as promised, we will provide the earliest safe alternative and discuss an appropriate remedy for any material failure.
9.5 Face-to-face clinic consultations
GP face-to-face clinic consultations will be provided within regular GP clinic operating hours. As each Family Membership GP is limited to 50 enrolled clients in total, we expect clinic access to be excellent.
9.6 Quarterly proactive reviews
Each member receives four planned proactive health reviews during a full annual term. Reviews are scheduled in advance, are personal and have no cash value. Unused reviews do not automatically carry into another term. The appointment cancellation provisions in section 5 apply.
9.7 Home visits
Each member may receive up to two home visits in a membership year where the treating clinician considers a home consultation clinically appropriate and safe, the location is within the agreed service area and a suitable clinician is operationally available. Home visits are not unlimited, an ambulance or emergency response, and are not guaranteed for every concern or on the same day. We may instead direct a member to a clinic, collection centre, urgent-care service or hospital where appropriate. Unused visits do not carry over or have a cash value.
9.8 Prescriptions, referrals and care navigation
Membership includes reasonable prescription management, clinically appropriate referrals and practical care navigation. It does not guarantee a medicine, controlled medicine, repeat prescription, certificate, referral, test, admission, specialist appointment, treatment or particular clinical opinion. Decisions remain subject to clinical need, law, professional standards and safety. Medicines, tests and third-party provider fees are not included unless expressly confirmed in writing.
9.9 Important exclusions and emergency care
Family Membership is not an emergency service, does not provide 24/7 clinician access or an on-call response, and does not include continuous monitoring, intensive personal health management, a dedicated care coordinator or unlimited home visits. For severe, rapidly worsening or potentially life-threatening symptoms, call 000 or attend the nearest emergency department or suitable urgent-care service. Do not wait for a portal, email or message response.
9.10 Family group changes and renewal
If a member leaves during an accepted term and the group falls below four members, the remaining accepted memberships may continue to the end of that term. Renewal requires at least four participating members unless Signal Health agrees another arrangement in writing. Renewal is subject to capacity, including the 50-member cap per named GP, clinical suitability and the terms and price offered for the new term.
9.11 Distinct from Concierge
Family Membership centres on continuity with a named GP, quarterly proactive review and timely non-emergency video or phone access. It is not the Concierge package. Concierge is Signal Health’s more intensive principal-GP relationship and includes its own direct-access, monthly-review, care-coordination, house-call and broader support arrangements under section 10. Family Membership members receive only the inclusions expressly stated for Family Membership.
10. Concierge package
10.1 Application, acceptance and membership
Concierge is offered by application and is subject to clinical suitability, capacity and acceptance by Signal Health. Payment alone does not require acceptance where the service cannot safely or appropriately be provided. If an application is declined before a service is supplied, all amounts paid will be refunded.
Concierge is an annual membership at the displayed price. The order confirmation states whether the annual fee is paid at once or by instalments. Instalments do not change the annual nature of membership.
10.2 Your principal GP relationship
Unlike testing and support packages, Concierge is intended to replace your regular GP for routine and ongoing general practice care during active membership. Your nominated Signal Health GP acts as principal GP across preventive care, non-emergency acute concerns, chronic condition management, medication review, referrals, investigation follow-up and care coordination.
You remain free to seek another practitioner, emergency care or a second opinion. You must tell us about relevant outside consultations, diagnoses, medicines and investigations. We may be unable to safely assume principal-GP responsibility until adequate records, clinical history and medication information are available.
10.3 Included services
Subject to clinical need and the package confirmed at purchase, membership includes a nominated GP, one planned GP review each month, reasonable direct access for non-urgent clinical questions, clinically appropriate house calls within the agreed service area, a care coordinator, fortnightly one-to-one exercise physiology sessions (ordinarily up to 24 per full membership year), nutrition support, and supplement review and optimisation within the clinician’s scope.
Included appointments are personal, have no cash value and cannot be transferred. Unused sessions do not automatically accumulate, extend membership or create a refund entitlement, although reasonable rescheduling may be agreed during the active term.
10.4 Direct access and messaging
The agreed direct channel may be used at any time for non-urgent matters. “24/7 access” means access to that channel; it does not mean continuous monitoring, an emergency or on-call service, immediate response, or guaranteed immediate consultation or house-call availability.
Non-urgent messages will usually receive a response within 24 hours on business days. Timing may vary with clinical workload, leave, illness, travel, technical disruption or complexity. Requests needing examination, detailed assessment, prescribing or significant clinical decisions may require a scheduled consultation. Clinically significant messages may be copied into the health record.
10.5 House calls
House calls are included only where clinically appropriate, safe outside a clinic or hospital, within the agreed service area and operationally available. We may direct you to a clinic, collection centre, imaging provider, urgent-care service or hospital where necessary equipment, staff or infection-control measures are unavailable at home. House calls are not an ambulance, emergency response or guaranteed same-day service.
10.6 Exercise physiology, nutrition and supplements
Exercise physiology is delivered by an appropriately qualified professional exercising independent judgment. Sessions are safety-screened and may be modified, postponed or stopped. Nutrition and supplement support is individualised but cannot guarantee results. Food, medicines and supplements are not included, and you must disclose all medicines and supplements for safety review.
10.7 Clinical independence
Membership does not guarantee a prescription, controlled medicine, referral, certificate, investigation, treatment, admission, specialist appointment or particular clinical opinion. Every request is assessed according to clinical need, law, professional standards and safety. Extensive insurance, employment, legal or medico-legal reports are not included unless confirmed in writing.
10.8 Excluded services and costs
Unless expressly included, membership does not cover medicines, supplements, vaccines, personal consumables, pathology, imaging, genetic or third-party testing, hospital or ambulance care, specialist or dental fees, external allied health, procedures, travel or other independent-provider charges.
10.9 Urgent and emergency care
Concierge replaces routine regular-GP care but is not an emergency service. For severe, rapidly worsening or potentially life-threatening symptoms, call 000 or attend the nearest emergency department or suitable urgent-care service. Do not wait for a portal, email or message response.
10.10 Leave and interruption
Concierge does not guarantee that a particular GP or team member will personally be available every day. We will use reasonable efforts to notify members of planned leave and arrange appropriate cover or alternative safe care pathways. If a substantial interruption prevents a material part of membership being supplied, we will discuss an appropriate extension, substitute, credit or refund.
10.11 Reasonable use and termination
You must use direct access respectfully and for genuine personal clinical and coordination needs. If contact becomes clinically inappropriate or operationally unreasonable, we will discuss a safer communication plan. The full-refund right before the first service is in section 4. After that, the annual commitment applies even where paid by instalments, subject to rights under law.
11. Clinical limitations applying to all packages
Testing and support packages focus on preventive, lifestyle and longevity care and do not replace your regular GP. Family Membership is governed by section 9 and Concierge by section 10.
Some advanced investigations—such as genetic, epigenetic-age, microbiome, metabolomic or proteomic testing—are evolving technologies intended to supplement, not replace, conventional medical assessment. Their clinical utility may change as evidence develops.
No particular diagnosis, treatment response, improvement in biomarkers, healthspan, disease prevention or lifespan is guaranteed.
12. Privacy, communications and data
Personal and health information is handled under the Privacy Act 1988 (Cth), applicable privacy law and the Signal Health Privacy Policy. Information may be shared with your care team and relevant providers where reasonably necessary for package delivery, subject to law and clinical confidentiality.
The Signal Health Portal is the preferred communication channel. Ordinary email, SMS and consumer messaging services may not provide the same access controls, auditability, retention or health-information protection. Clinically relevant external communications may be transferred to the designated clinical record and, where lawful and practicable, removed from the external channel after safe recording.
We may use Heidi AI, an Australian healthcare-focused clinical documentation tool, during consultations to help create and update clinical notes. Information processed by Heidi AI is handled in accordance with applicable privacy and healthcare-data requirements. Your clinician reviews and approves all documentation, and you may withdraw consent to its use at any time.
You must not access another person’s information, interfere with the portal or reproduce our material for commercial use.
13. Consumer guarantees and liability
Our services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Where the law permits limitation, liability will be limited to an appropriate re-supply of the affected service or payment of the reasonable cost of re-supply. This does not apply where unlawful or to liability that cannot be limited.
14. Suspension, termination and conduct
We may suspend or end a package for non-payment, repeated missed appointments, abusive or threatening behaviour, portal misuse, material breach, repeated breach of clinical boundaries, loss of trust required for safe care, or where continuing would breach professional obligations or safe practice. We will act reasonably, give notice where practicable and address undelivered services and refund rights under section 4 and applicable law.
We maintain a respectful and inclusive environment. Aggressive, threatening, discriminatory or abusive behaviour toward staff, clinicians, patients or providers will not be accepted and may justify immediate restrictions or termination where necessary for safety.
15. Changes, complaints and governing law
We may update these Terms for future purchases. If a change materially affects an active subscription, we will provide reasonable notice and will not remove accrued rights. The Terms applying when you purchased continue to govern that purchase unless a lawful change is agreed or required.
Questions, cancellation requests or complaints can be sent to hello@signal-health.com.au. We will try to resolve concerns promptly and fairly.
These Terms are governed by the laws of Western Australia. You and Signal Health submit to the courts of Western Australia without limiting any right to bring a claim in another forum available under consumer law.