Terms of Service

These Terms of Service ("Terms") govern your access to and use of the Regeniq website, registered user account, and telehealth consultation services (collectively, the "Services") provided by Regeniq Pty Ltd (ABN 41 694 432 865, ACN 694 432 865) ("Regeniq", "we", "us", "our").

Regeniq is a compliance-first Australian telehealth clinic. Clinician-led. Individually assessed.

1. Acceptance of These Terms

1.1 How You Accept

These Terms form a binding legal contract between you and Regeniq. You accept these Terms by any of the following, each of which constitutes express acceptance:

• Ticking the "I have read and agree to the Terms of Service and Privacy Policy" checkbox during account creation, consultation booking, or checkout
• Clicking a button labelled "I Agree", "Create Account", "Book Consultation", "Place Order", or equivalent
• Continuing to access or use the Services after being notified of updated Terms in accordance with clause 16 (Changes to These Terms)

If you do not agree to these Terms, you must not access or use the Services.

1.2 Version Control

Each version of these Terms is identified by a version number and effective date displayed at the top of this page. We maintain an archive of prior versions and will make superseded versions available on request to privacy@regeniq.au.

1.3 Evidence of Acceptance

You acknowledge and agree that Regeniq will retain records evidencing your acceptance of these Terms, including:

• The version of the Terms accepted
• The date and time (UTC) of acceptance
• The IP address, device identifier, and browser user-agent from which acceptance was given
• The specific mechanism of acceptance (for example, checkbox tick, button click, continued use following notified change)
• The account identifier associated with the acceptance

These records constitute evidence of your agreement to the version of the Terms in force at the time of acceptance and may be relied upon in any proceeding.

1.4 Capacity and Authority

By accepting these Terms you represent that you are at least 18 years of age, ordinarily resident in Australia, and have legal capacity to enter into a binding contract. Where you accept these Terms on behalf of another person (for example, a dependent in your care who is eligible), you warrant that you hold the authority to do so.

2. The Services

2.1 What We Provide

Regeniq operates an online platform through which you may:

• Register an account and manage your profile and health information
• Book and attend telehealth consultations with AHPRA-registered healthcare practitioners engaged by Regeniq
• Receive clinical assessment, and where clinically appropriate, prescriptions, referrals, treatment plans, and follow-up care
• Access related support, education, and account services

2.2 Healthcare Relationship

A practitioner-patient relationship is formed only once a Regeniq practitioner accepts you as a patient following a booked and commenced consultation. Creating an account, registering interest, or submitting intake information does not, of itself, establish a practitioner-patient relationship.

2.3 Clinical Discretion

All clinical decisions, including whether to consult, prescribe, refer, decline, or discontinue treatment, rest with the treating practitioner and are made in accordance with their professional judgement, applicable law, and AHPRA standards. Regeniq does not guarantee that any particular medication, treatment, or outcome will be offered or available to you.

2.4 Not for Emergencies

The Services are not suitable for medical emergencies. If you are experiencing a medical emergency, call 000 immediately or go to your nearest hospital emergency department.

3. Eligibility

To use the Services you must:

• Be at least 18 years of age
• Be ordinarily resident and physically located in Australia at the time of consultation
• Provide accurate, current, and complete information
• Have the legal capacity to enter into binding agreements
• Not be the subject of any court order, restriction, or prohibition that would prevent your lawful use of the Services

We may decline to provide, or continue to provide, the Services to any person at our discretion, consistent with anti-discrimination laws.

4. Your Account

4.1 Registration

You are responsible for providing accurate information during registration and for keeping that information current.

4.2 Account Security

You are responsible for safeguarding your login credentials and for all activity that occurs under your account. You must notify us immediately at info@regeniq.au if you suspect unauthorised access.

4.3 One Account Per Person

You may hold only one account. You must not share your account or allow another person to access the Services using your credentials.

5. Fees, Billing, and Refunds

5.1 Fees

Consultation fees, prescription service fees, and any other charges are displayed before you confirm a booking or place an order. All fees are in Australian dollars and include GST where applicable.

5.2 Payment

Payment is processed through third-party payment providers. You authorise us (and our providers) to charge your nominated payment method for amounts owing.

5.3 Refunds

Refund eligibility is set out in our Refund Policy, which forms part of these Terms. Nothing in our Refund Policy limits your non-excludable rights under the Australian Consumer Law.

6. Acceptable Use

You agree not to:

• Provide false, inaccurate, misleading, or incomplete information
• Register or operate more than one account, or register on behalf of another person without authority
• Use the Services for any unlawful, fraudulent, or unauthorised purpose
• Seek prescriptions by deception, concealment of relevant clinical information, or doctor-shopping
• Resell, redistribute, divert, or otherwise make available to any other person medication prescribed to you
• Interfere with, disrupt, probe, scan, or test the vulnerability of the Services or any connected system
• Transmit viruses, malware, or any other harmful or destructive code
• Use bots, scrapers, crawlers, or other automated means to access, register, or extract data from the Services, except for publicly available content accessed in accordance with our robots.txt
• Impersonate any person or entity, or misrepresent your affiliation with any person or entity
• Harass, threaten, abuse, or defame our staff, practitioners, or other users
• Violate any applicable law, regulation, or third-party right

Breach of this clause is a material breach of these Terms.

7. Investigation, Suspension, and Termination

7.1 Monitoring and Fraud Prevention

We operate automated and manual monitoring to detect fraud, identity misuse, prescription diversion, multiple-account activity, payment fraud, and other breaches of these Terms or applicable law. You acknowledge and consent to such monitoring as a condition of using the Services. Monitoring is conducted in accordance with our Privacy Policy.

7.2 Right to Investigate

Where we reasonably suspect a breach of these Terms, fraudulent activity, regulatory non-compliance, a risk to patient safety, or unlawful conduct, we may:

• Request further information, identification, or clinical records from you
• Review account activity, consultation records, prescription history, payment records, and related logs
• Cooperate with, or refer matters to, AHPRA, the TGA, law enforcement, payment providers, dispensing pharmacies, and other regulators or authorities
• Disclose information as permitted or required by law, including under the Privacy Act 1988 (Cth)

You agree to cooperate reasonably with any such investigation.

7.3 Temporary Suspension

We may temporarily suspend all or part of your access to the Services, including in-progress prescription dispensing, pending the outcome of an investigation where we reasonably consider that suspension is necessary to:

• Prevent harm to you or any other person
• Protect the integrity of the Services or a regulated prescribing pathway
• Comply with law or a regulator's request
• Prevent ongoing fraud, diversion, or misuse

Where practicable and lawful, we will notify you of a suspension and the general reason for it, and provide you with an opportunity to respond. Suspensions will be no longer than reasonably required.

7.4 Termination by Us

We may terminate your account and access to the Services, with or without prior notice, where:

• You have materially breached these Terms
• We reasonably determine, following investigation, that your conduct is fraudulent, unlawful, or unsafe
• A regulator, law enforcement agency, or court directs us to do so
• We are required to do so to comply with law or professional obligations
• We cease to offer the Services or a specific feature

7.5 Termination by You

You may terminate your account at any time by contacting privacy@regeniq.au. Termination does not relieve you of obligations accrued before termination, and we may retain records as required by law (including health records retention obligations).

7.6 Effect of Suspension or Termination

On suspension or termination, clauses that by their nature should survive (including Intellectual Property, Limitation of Liability, Indemnity, Privacy, Governing Law, and any accrued payment obligations) will survive.

8. Data, Platform Availability, and Security

8.1 Availability Is Not Guaranteed

We take reasonable steps to keep the Services available but do not warrant that access will be continuous, uninterrupted, error-free, or secure. The Services may be unavailable due to scheduled maintenance, emergency maintenance, upgrades, or events outside our reasonable control.

8.2 Third-Party Platforms and Providers

The Services rely on third parties, including video-consultation providers, cloud hosting and storage providers, electronic prescribing services, dispensing pharmacies, identity-verification providers, payment processors, SMS and email delivery services, and analytics providers. To the extent permitted by law, we are not responsible for:

• The acts, omissions, service levels, or outages of third-party providers
• Delivery failures or delays in third-party SMS, email, courier, or pharmacy networks
• Changes that a third-party provider makes to its own service or interface

Where a failure of a third-party provider affects your care, we will take reasonable steps to assist you, including rebooking or rerouting your request through an alternative provider where available.

8.3 Cybersecurity

We implement administrative, technical, and physical safeguards consistent with the Australian Privacy Principles and industry practice to protect information entrusted to us. No system, however, is fully immune from compromise. To the extent permitted by law, we do not warrant that the Services are free from unauthorised access, interception, malware, or data loss, and we are not liable for losses arising from security incidents caused by factors outside our reasonable control, provided we have complied with our legal obligations in preventing, detecting, and responding to the incident.

8.4 Your Responsibilities

You are responsible for:

• Maintaining a secure device, operating system, browser, and internet connection
• Protecting your login credentials and one-time codes
• Keeping your contact information current so we can reach you about appointments, prescriptions, or security events
• Promptly reporting any suspected account compromise to info@regeniq.au

8.5 Backup and Records

While we maintain clinical and account records in accordance with law, you are encouraged to retain copies of any correspondence, prescriptions, and treatment information provided to you.

8.6 Force Majeure

Neither party is liable for any failure or delay in performance to the extent caused by events beyond its reasonable control, including acts of God, fire, flood, storm, pandemic, public-health directions, war, acts of terrorism, strikes, internet or power outages, regulatory action, or third-party provider failure. This clause does not limit any non-excludable consumer guarantees.

9. Healthcare Disclaimers

9.1 Not a Substitute for In-Person Care

Telehealth is appropriate for many, but not all, clinical presentations. Where your practitioner considers in-person assessment necessary, they will advise you to seek in-person care.

9.2 General Information Is Not Medical Advice

Website content (including blog articles, FAQs, and educational material) is general information only. It is not medical advice, diagnosis, or treatment, and does not replace individual consultation with a qualified practitioner.

9.3 Individual Results Vary

Treatment outcomes are individual. No specific outcome is promised or guaranteed.

9.4 Regulatory Compliance

Regeniq operates in compliance with the Therapeutic Goods Act 1989 (Cth), Australian Health Practitioner Regulation Agency (AHPRA) standards, the Privacy Act 1988 (Cth) and Australian Privacy Principles, relevant state and territory health and drugs-and-poisons legislation, and other applicable Australian healthcare laws. All practitioners engaged by Regeniq are appropriately qualified, AHPRA-registered, and authorised to practise in Australia.

10. Intellectual Property

All content on the Services, including text, graphics, logos, images, video, and software, is the property of Regeniq Pty Ltd or its licensors and is protected by Australian and international intellectual property laws. You are granted a limited, revocable, non-exclusive, non-transferable licence to access and use the Services for their intended purpose.

You must not, except as expressly permitted by law or with our prior written consent:

• Copy, reproduce, modify, publish, or distribute any content on the Services
• Use Regeniq's name, logos, trade marks, or trade dress
• Create derivative works from content on the Services
• Use automated means to extract, index, or mirror content or data

11. Third-Party Links

The Services may contain links to third-party websites or resources. We do not control, endorse, or assume responsibility for third-party content, products, services, or privacy practices. Your use of third-party sites is at your own risk and subject to their terms.

12. Privacy

Your personal information, including health information, is handled in accordance with our Privacy Policy, which forms part of these Terms. By using the Services you consent to the collection, use, and disclosure of your information as described in that policy.

13. Consumer Guarantees (Australian Consumer Law)

13.1 Non-Excludable Rights

The Services come with guarantees that cannot be excluded under the Australian Consumer Law ("ACL"), which forms Schedule 2 of the Competition and Consumer Act 2010 (Cth). Nothing in these Terms excludes, restricts, or modifies:

• Any consumer guarantee, right, or remedy conferred by the ACL or any other applicable consumer protection law
• Any implied condition, warranty, or guarantee the exclusion of which would contravene any law or cause any part of these Terms to be void

13.2 Where We May Limit Liability

Where permitted under section 64A of the ACL, our liability for a failure to comply with a consumer guarantee in respect of services that are not ordinarily acquired for personal, domestic, or household use is limited, at our option, to:

• Supplying the services again
• Paying the cost of having the services supplied again

This limitation does not apply to healthcare services where that limitation would not be fair and reasonable or is otherwise prohibited by law.

14. Limitation of Liability

14.1 Application of This Clause

This clause operates subject to clause 13 (Consumer Guarantees). Nothing in this clause excludes, restricts, or modifies any non-excludable statutory right, guarantee, or remedy, including rights arising under the Australian Consumer Law, the Privacy Act 1988 (Cth), or applicable health, civil liability, or professional standards legislation.

14.2 No Liability for Certain Losses

To the maximum extent permitted by law, and subject to clause 14.1, we are not liable for any indirect, incidental, special, consequential, or punitive loss, or for loss of profits, loss of revenue, loss of business opportunity, loss of goodwill, loss of data, or loss of anticipated savings, however arising.

14.3 Tiered Cap on Direct Liability

To the maximum extent permitted by law, and subject to clauses 14.1, 14.4, and 14.5, our aggregate liability to you for all claims arising out of or in connection with these Terms is limited as follows:

• (a) Website and informational content. For liability arising from your access to or use of the Regeniq website, account registration, marketing communications, or other non-consultation use of the Services: AUD $500.
• (b) Platform and account services. For liability arising from account management, payment processing, booking, scheduling, messaging, or platform availability (excluding clinical care): the greater of AUD $2,000 or the total fees paid by you to Regeniq for platform and account services in the twelve (12) months immediately preceding the event giving rise to the claim.
• (c) Telehealth consultation and prescribing services. For liability arising directly from the provision of telehealth consultation, clinical assessment, prescribing, or related clinical services: the greater of the total fees paid by you to Regeniq for the relevant service in the twelve (12) months immediately preceding the event giving rise to the claim, or the minimum amount that cannot be limited under applicable law (including any applicable professional indemnity or civil-liability statutory minimums).

14.4 Carve-Outs

The caps in clause 14.3 do not apply to:

• Liability for death or personal injury caused by our negligence, to the extent such liability cannot be limited by law
• Liability for fraud or fraudulent misrepresentation
• Liability under a non-excludable consumer guarantee where limitation is not permitted
• Our payment obligations, including refund obligations
• Breach of our confidentiality or privacy obligations, to the extent any applicable statutory minimum applies

14.5 Fair and Reasonable

The parties acknowledge that the tiered cap structure in clause 14.3 reflects the different risk profiles of website, platform, and clinical services, and that this allocation of risk is fair and reasonable in all the circumstances, including the price of the Services and the availability of practitioner professional indemnity insurance.

15. Indemnity

You agree to indemnify and hold harmless Regeniq Pty Ltd, its directors, officers, employees, contractors, and agents from and against all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal costs) arising from or in connection with:

• Your breach of these Terms
• Your violation of any law or regulation
• Your violation of any third-party right
• Your provision of false, misleading, or incomplete information
• Your misuse of any medication prescribed to you, including diversion or supply to any other person
• Your use of the Services in a manner not authorised by these Terms

This indemnity does not apply to the extent the loss is caused by our negligence, wilful misconduct, or breach of these Terms.

16. Changes to These Terms

16.1 Our Right to Update

We may update these Terms from time to time, including to reflect changes in law, clinical practice, our Services, or our business.

16.2 Notice of Changes

We will publish the updated Terms on the Regeniq website with a new version number and effective date. Where changes are material (including any change that adversely affects your rights, expands your obligations, or changes liability or dispute resolution provisions), we will also give you reasonable advance notice by email to the address associated with your account and, where practicable, by in-service notification.

16.3 Re-Acceptance

For material changes, we may require you to expressly re-accept the updated Terms (for example, by ticking a checkbox) before you can continue to use affected Services. For non-material changes, continued use of the Services after the effective date constitutes acceptance.

16.4 Right to Reject and Close Account

If you do not accept an updated version of these Terms, you may close your account under clause 7.5. Your prior version of the Terms will continue to govern your use of the Services up to the effective date of the change.

17. Dispute Resolution

17.1 Talk to Us First

If you have a concern, please contact us at info@regeniq.au. We aim to acknowledge complaints within two business days and respond substantively within 30 days.

17.2 External Avenues

Nothing in this clause prevents you from making a complaint to AHPRA, the Health Ombudsman in your state or territory, the Office of the Australian Information Commissioner, or any other appropriate regulator.

18. Governing Law and Jurisdiction

These Terms are governed by the laws of Queensland, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from them.

19. General

19.1 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be read down to the minimum extent necessary, or severed, and the remaining provisions will continue in full force.

19.2 No Waiver

A failure or delay by us to exercise a right does not operate as a waiver of that right.

19.3 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign these Terms to a related body corporate or to a successor in connection with a corporate reorganisation or sale of business.

19.4 Entire Agreement

These Terms, together with our Privacy Policy, Refund Policy, Shipping & Delivery Policy, any consent or intake forms you sign, and any service-specific terms agreed at the point of purchase, constitute the entire agreement between you and Regeniq regarding the Services and supersede any prior agreements or understandings.

19.5 Notices to You

We may give notices by email to the address associated with your account or by in-service notification. Notices are deemed received at the time of sending unless we receive a delivery-failure indication.

19.6 Notices to Us

Legal notices to Regeniq must be sent to info@regeniq.au and to our registered office as recorded with ASIC.

20. Contact

21. Acknowledgment

By accepting these Terms you acknowledge that:

• You have read, understood, and agree to these Terms of Service and the Privacy Policy
• You are at least 18 years of age and ordinarily resident in Australia
• You understand that suitability for consultation, prescription, or treatment is determined by an AHPRA-registered practitioner following individual clinical assessment
• You consent to being contacted by Regeniq via email and SMS about your account, appointments, prescriptions, clinical follow-up, and, where you have opted in, marketing communications
• You consent to the monitoring, investigation, and fraud-prevention activities described in clause 7
• Your acceptance of these Terms will be recorded as described in clause 1.3