Terms of Service

Using Haylo

Haylo is operated by Haylo Health Pty Ltd (ABN 59 697 017 208). By creating an account or booking through Haylo, you agree to these terms. You must be 18 or over to book on Haylo, for yourself or anyone else. A parent or guardian can book for a child from their own account.

If you book for someone else, you confirm they agreed to it or that you can act for them, and that you'll tell them you've given us their details. Any fee on that booking is charged to your card. Please give accurate details, so the clinic can care for the person safely.

Bookings and clinic relationship

Haylo is a marketplace. When you book a slot, you enter into an appointment with the clinic — not with Haylo. The clinic sets the price and the practitioner. Late-cancel and no-show fees follow Haylo's standard booking policy, displayed clearly before you confirm. The clinic provides the care and is responsible for it.

Card on file, fees, and refunds

You add a card on file when you book, and Stripe holds it securely. You pay the clinic directly for the appointment itself, just like a regular booking. Haylo charges your card only if:

• You cancel after the grace period and a late-cancel fee applies under the standard policy.
• You don't turn up to the appointment.
• The clinic has to cancel because the appointment wasn't one you could book: it's for new (or returning) patients only, you told us you were one, and the clinic's records show you weren't. The fee is what cancelling would have cost at the moment the clinic cancels. The booking screen says so before you confirm, and a person at Haylo approves every one of these before anything is charged.

The fee shown before booking is the maximum we can charge. If the clinic cancels on you, you're not charged — the one exception is the third case above.

Fees are owed to the clinic, and Haylo collects them for it. If you think a fee is wrong, reply to the receipt or email help@haylohealth.com.au. There's no deadline, though the sooner you tell us, the easier it is to check with the clinic. If the clinic or Haylo got it wrong, we refund it in full. If something serious stopped you getting to your appointment, tell us and we'll ask the clinic to waive the fee.

While a fee we've approved is unpaid, you can't make new bookings through Haylo. That pause ends when the fee is paid, refunded or waived, and in any case 30 days after the fee was raised. After 30 days we stop trying your card, but the fee is still owed.

Your card authorisation. Your card keeps the authorisation shown when you saved it, and we record which version that was. Version of 30 September 2026: “By saving this card, you authorise Haylo Health Pty Ltd (ABN 59 697 017 208) to charge it, in Australian dollars, for a fee under the booking policy on this or any later booking you make with it: for cancelling late, not attending, or an appointment for new or returning patients only that the clinic cancels because its records show you weren’t one. Each fee is a single charge, at the amounts shown before you confirm, and a person at Haylo approves it first. We charge it on the day it’s approved or the next morning, and email you a receipt. If a charge fails, we may try again, up to five attempts in all unless you ask us to try again, and never more than 30 days after the fee was raised. If a fee is wrong, we refund it in full. We’ll email you at least 14 days before we change this authorisation. You can remove the card in Booking settings, except while it holds a booking that’s coming up, one in the last three days your clinic hasn’t yet recorded as attended or missed, or a fee that’s awaiting approval or being collected. Questions: help@haylohealth.com.au.” Version of 29 September 2026: “By saving your card, you authorise Haylo Health to charge it for a fee under the booking policy, for cancelling late, not attending, or booking an appointment you weren’t eligible for, at the amounts shown before you confirm. A person at Haylo checks every fee before your card is charged, and we email you a receipt when it is. If a charge fails, we may try again, no more than five times in total and not more than 30 days after the fee was raised, unless you ask us to. You can remove your card in your account at any time, unless a fee on it is still being collected.” Each is an authorisation to Haylo Health Pty Ltd (ABN 59 697 017 208), 212 Tennyson Street, Elwood VIC 3184; phone 0411 212 275; help@haylohealth.com.au. We email you a copy when you save a card.

Same-day discounts

Offering a same-day discount is optional and entirely up to each clinic — many don't, and that's fine. Where a clinic does discount a spare same-day slot, the discounted price shown is what the clinic charges you. You claim on it as usual, and what your health fund pays back depends on your policy. Discounts only ever apply to same-day slots; future bookings are at the clinic's standard rate.

Acceptable use

Don't book under a fake identity, abuse the cancellation flow, or attempt to access parts of Haylo you're not authorised for. Repeated no-shows or fraudulent activity may lead to your account being suspended. If you delete your account while an approved fee is unpaid, or while it's locked or a person at Haylo has flagged it for review, you can't use the same mobile number on a new Haylo account for two years.

What Haylo is, and what it isn't

Haylo is a booking service. We show you appointments that clinics have open and we book them for you. That is all we do.

We don't provide health care of any kind. We don't assess your symptoms, decide how urgently you need to be seen, or advise which kind of practitioner you should see — when you search for "physio" we look for physiotherapy appointments, and that's a word match, not a clinical opinion. Choosing what care you need is between you and a health professional.

The clinic and the practitioner you book with are responsible for your care. They are not our employees and we don't supervise or direct their treatment.

In an emergency, call 000 or go to your nearest emergency department.

The appointment times we show you

Appointment times on Haylo come from each clinic's own booking system. We show them as we receive them, and we refresh them often — but we don't control that system, and there is always a gap between what it tells us and what is true right now. A time can be taken moments before you tap it, or a clinic can change its diary without telling us.

So we can't promise that a time shown on Haylo is genuinely free, or that a booking you make will go ahead. If we get it wrong, here is what we'll do: tell you as soon as we know, charge you nothing, refund anything already paid, and help you find another appointment.

Liability

Nothing in these terms takes away rights you have under the Australian Consumer Law, or any other right that can't be excluded by agreement.

Subject to that: Haylo isn't liable for the clinical care you receive — that responsibility sits with the treating clinic and practitioner. We do our best to keep the marketplace running, but we don't guarantee uninterrupted access.

Changes to these terms

We may update these terms. If a change affects you, we'll email you at least 14 days before it takes effect and tell you what's changing, unless the law needs it sooner or the change only makes things better for you. A booking you've already made keeps the fees and cancellation terms shown when you made it. If you don't agree with a change, you can stop using Haylo before it takes effect, at no cost: remove your card or delete your account in Booking settings, once any booking you've already made is over and any fee on it is settled.

Governing law

These terms are governed by the laws of Victoria, Australia. You and Haylo Health Pty Ltd submit to the non-exclusive jurisdiction of the courts of Victoria.