Cancellation, Refund & Returns Policy

Regeniq is operated by Regeniq Pty Ltd (ABN 41 694 432 865, ACN 694 432 865) ("Regeniq", "we", "us", "our"). This policy forms part of our Terms of Service and should be read alongside our Privacy Policy and Shipping & Delivery Policy.

Regeniq is a telehealth platform. Our AHPRA-registered practitioners provide clinical consultations, assessment, and prescribing. Where a medication is prescribed, it is a compounded medication, and your order is fulfilled by our independent compounding pharmacy partner, which compounds, dispenses, and dispatches the product to you. Payment for your consultation and any prescribed medication is made to Regeniq, and the contract for supply of both is between you and Regeniq. Regeniq does not compound or physically dispense medications.

Under Australian health regulations, once a compounded medication has left the pharmacy it is no longer in saleable condition, even if unopened. For safety reasons and to comply with these regulations, compounded medications that have been dispatched from the pharmacy cannot be physically returned, resold, or exchanged. This operational reality does not limit your rights under the Australian Consumer Law, which are preserved in clauses 7 and 13 below.

Nothing in this policy excludes, restricts, or modifies any rights you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), the Privacy Act 1988 (Cth), or any other non-excludable statutory right. This policy is to be read together with clause 13 (Consumer Guarantees) and clause 14 (Limitation of Liability) of our Terms of Service.

1. Cancelling an Order

If you need to cancel, contact us immediately:

• Email (support): support@regeniq.au
• Email (general enquiries): info@regeniq.au

We will action your request as soon as possible. Once a prescription has been issued and the order has been sent to the compounding pharmacy, the order is made to order and moves quickly into production. Orders that have been sent to the pharmacy for compounding cannot be cancelled by Regeniq and may not be cancellable by the pharmacy.

Typical timing: after a consultation is completed, it generally takes less than 12 hours before an approved order is transmitted to the pharmacy. You will have this window to raise changes with your practitioner or support.

2. Missed Consultation Policy

Missed practitioner consultations are non-refundable and incur a fee equal to the cost of the booked consultation (see clause 3 for current consultation fees). This fee reflects the reasonable cost to Regeniq of the reserved practitioner time and associated administrative work.

You may reschedule at no cost if you do so at least 12 hours before the scheduled appointment. We send email and SMS reminders 24 hours and 1 hour before your consultation.

Where a missed consultation was caused by a matter genuinely outside your reasonable control (for example, a medical emergency, bereavement, or documented technical failure on our platform), we will waive or refund the fee on request.

3. Practitioner Consultation Fees

Practitioner consultation fees are:

• 15-minute consultation: AUD $149
• 30-minute consultation: AUD $249

The consultation fee is non-refundable once your consultation has taken place. It covers the practitioner's clinical time, review of your intake information, the consultation itself, the issuing of any prescription where clinically appropriate, and associated administrative work. In some cases a secondary, treatment-specific consultation may be required at an additional fee, which will be quoted to you before booking.

A prescription is issued only where a Regeniq practitioner, following clinical assessment, determines that a medication is clinically appropriate for you. Payment of a consultation fee does not entitle you to a prescription.

3.1 Intake Form Required Before Consultation

Patient-provided information is a condition of the consultation. You must complete your intake form, including relevant medical history, current medications, allergies, and any other clinical information requested, before the scheduled start time of your consultation. If you do not complete the intake form, or if the information provided is materially incomplete or inaccurate:

• Your practitioner may terminate the consultation early, decline to proceed, or decline to prescribe, as clinically appropriate
• The consultation fee is not refundable in these circumstances, because the unavailability of required clinical information prevents delivery of the service through no fault of Regeniq or the practitioner
• You may book a new consultation at the standard fee once your intake is complete

This clause does not limit your rights where a failure to deliver the consultation is caused by Regeniq or the practitioner (for example, a technical failure on our platform or a practitioner no-show).

4. Promotional Sales

From time to time we run promotional sales. Orders placed before a sale period cannot be cancelled or refunded for change of mind once the sale starts. In-progress orders are bound by the pricing and terms in force at the original purchase date. This clause does not affect your rights under the Australian Consumer Law.

5. No Response for 14 Days

If you place an order and do not complete required steps (for example, scheduling or attending a required consultation), we will make at least three contact attempts to the email and mobile number on your account.

If we receive no response within 14 days of the first contact attempt, we may cancel your order. In these circumstances, and as a goodwill measure, we may apply a service credit to your Regeniq account equal to 100% of the amount paid, redeemable against future Regeniq services for up to 180 days from the original purchase date.

Nature of the service credit. The service credit is:

• Issued as a goodwill measure in lieu of forfeiture of amounts paid for services you did not complete
• Not a refund of money, not a voucher, and not a "gift card" within the meaning of sections 99A to 99F of the Australian Consumer Law
• Non-transferable, linked to the original payer's account, and usable only for Regeniq services
• Not redeemable for cash
• Without prejudice to your rights under the Australian Consumer Law, including any right to a refund where a consumer guarantee applies

If you consider you have a right to a refund under the Australian Consumer Law, contact support@regeniq.au and we will assess your entitlement separately from the service credit.

6. Problems with Your Order

If your order arrives incorrect, faulty, short-shipped, or does not arrive within the expected timeframe, contact us as soon as possible at support@regeniq.au. Include:

• Your full name
• Contact number
• Order number
• A detailed description of the issue
• A photo, where applicable

We will liaise with the compounding pharmacy and courier on your behalf and, consistent with any applicable consumer guarantees and the pharmacy's own returns policy, work with you to reach a fair resolution.

7. Scope of Responsibility: Consultation, Supply, and Fulfilment

Your care through Regeniq involves three roles:

1. Regeniq (Regeniq Pty Ltd): provides the telehealth platform, engages the AHPRA-registered practitioner who treats you, and is the party you contract with for the supply of both your consultation and, where a medication is prescribed, the medication itself. Payment is made to Regeniq.
2. The practitioner: provides clinical assessment and prescribing, and is professionally responsible for those clinical decisions under the practitioner's own AHPRA registration and professional indemnity.
3. The compounding pharmacy partner: receives the prescription, compounds the medication to specification, dispenses, packages, and dispatches it to you. The pharmacy operates under the Therapeutic Goods Act 1989 (Cth), applicable state drugs-and-poisons legislation, its own pharmacy board obligations, and its own supply terms.

Regeniq does not compound or physically dispense medications. Our obligations to you in respect of the medications we supply are governed by the Australian Consumer Law, and nothing in this policy excludes, restricts, or modifies any consumer guarantee or other non-excludable right you have in respect of those medications or the services we supply.

7.1 What Regeniq is responsible for

Regeniq is responsible for:

• The operation and availability of the telehealth platform and your account (subject to clause 8 of our Terms of Service)
• The engagement of appropriately qualified, AHPRA-registered practitioners and the accurate onward transmission of prescriptions to the pharmacy partner
• Our obligations to you under the Australian Consumer Law in respect of services and medications we supply
• Acting as your point of contact for any issue with your order

7.2 What Regeniq is not responsible for

Regeniq is not responsible for:

• The physical compounding, dispensing, packaging, or handling of medication by the pharmacy partner, beyond our ACL obligations as supplier
• The acts or omissions of couriers engaged by the pharmacy
• Loss, damage, or spoilage caused by your failure to collect, refrigerate, or store the medication in accordance with the instructions on the packaging or patient-information materials
• Clinical outcomes that are the result of factors outside the practitioner's reasonable control, including inaccurate or incomplete information provided by you or failure to follow clinical advice

7.3 What we will do if something goes wrong

If your medication is incorrect, faulty, not of acceptable quality, damaged in transit, short-shipped, or does not arrive, contact support@regeniq.au as soon as you become aware. We will:

1. Investigate the issue, including directly with the pharmacy and courier, on your behalf
2. Provide you with relevant documentation to support any courier or insurance claim
3. Assess your entitlement under the Australian Consumer Law and, where an entitlement applies, apply the remedy the law requires (which, for compounded medications that cannot be physically returned, will typically be refund or resupply rather than return)
4. Where the underlying fault is with the pharmacy, courier, or another fulfilment party, seek recovery from that party under our supply arrangements with them, at our own cost and risk rather than yours

7.4 Transit risk

Compounded medications are dispatched by the pharmacy partner or its nominated courier. Transit issues are handled under the pharmacy and courier's processes, but because you contract with Regeniq, you may raise transit issues with Regeniq directly and we will pursue them with the pharmacy and courier on your behalf. Shipping timeframes, tracking, Signature on Delivery, and damaged or lost delivery procedures are set out in our Shipping & Delivery Policy.

7.5 Storage after delivery

Once your order has been delivered, or is available for collection, you are responsible for timely collection and appropriate storage, including refrigeration where indicated. Regeniq is not responsible for loss, damage, or spoilage caused by delayed collection, failure to refrigerate promptly, or storage outside the conditions specified on the packaging or patient-information materials.

7.6 Compounded medications cannot be physically returned

Consistent with the position of the Therapeutic Goods Administration and pharmacy regulators, once a compounded medication has left the pharmacy it is not in saleable condition and cannot be returned to stock, resold, or reissued to another patient. This is an operational reality of compounded medicines; it is not a limitation of your rights under the Australian Consumer Law. Where a consumer guarantee has failed, we will apply the remedy the Australian Consumer Law requires without requiring physical return of the product.

8. Right to Refuse and Clinical Discretion

8.1 Clinical discretion

Regeniq's practitioners may decline to prescribe, or may cease prescribing, for any clinically appropriate reason. These reasons include, without limitation, contraindication with other medications, incomplete or inconsistent intake information, safety concerns, information obtained through real-time prescription monitoring systems (see clause 8.3), or any other matter the practitioner's professional judgement requires them to consider.

8.2 Outcome where a prescription is not issued

Where, following a paid consultation, a practitioner decides not to prescribe, you will receive a 100% refund on the medication portion of any order that has not yet been dispatched. The consultation fee is retained as the consultation was delivered as booked. Our support team will assist you through the process.

8.3 Real-time prescription monitoring

Our practitioners comply with applicable real-time prescription monitoring (RTPM) obligations and will check the RTPM system for your state or territory where required by law before prescribing monitored medications. RTPM systems include QScript (Queensland), SafeScript (Victoria), SafeScript NSW (New South Wales), ScriptCheck SA (South Australia), TasScript (Tasmania), and equivalent systems in other jurisdictions. Findings from RTPM checks may lead a practitioner to decline or modify prescribing, consistent with their professional and legal obligations.

8.4 Conduct-based refusal

Regeniq does not tolerate hostile, threatening, harassing, or abusive conduct toward our staff, practitioners, or support team. Where we reasonably consider that a person has engaged in such conduct, or has otherwise breached our Terms of Service in a way that warrants termination under clause 7 of those Terms, we may cancel the order, issue a partial or full refund, suspend or terminate the account, and pursue appropriate legal action.

9. Eligibility to Purchase

To be prescribed and to receive services through Regeniq, you must:

• Be at least 18 years of age
• Be ordinarily resident and physically located in Australia at the time of consultation
• Be the owner of the debit or credit card used for payment
• Be the person for whom the services are being provided
• Have a valid prescription from a Regeniq-engaged, AHPRA-registered practitioner for any medication ordered

Once a medication has been delivered to you, responsibility for the goods passes to you. Regeniq is not responsible for breakage, incorrect storage, or use of medication after its expiry date, once the goods are in your possession.

10. Fraudulent Information

By registering an account, you agree to provide truthful and current information. Falsifying your identity, medical history, or any personal information constitutes fraud and may be subject to legal action. Orders placed on fraudulent accounts will be cancelled and may be reported to law enforcement, AHPRA, and, where relevant, state and territory health regulators.

11. Availability and Price

Products and consultation slots on the Regeniq website are subject to availability. We may update product listings, prices, and availability for new orders at any time, but no change will affect an order you have already placed and paid for.

If, between the time you place an order and the time it is dispatched by the compounding pharmacy, the price of a product has changed or the product has become unavailable, we will contact you before processing. You may choose to proceed on the revised terms, substitute an alternative, or cancel the affected item for a full refund.

12. Chargebacks and Payment Disputes

If you have a concern about a charge, please contact support@regeniq.au before initiating a chargeback with your card issuer. We aim to resolve billing concerns quickly and fairly.

If you initiate a chargeback without first attempting to resolve the concern with us, or the chargeback is subsequently determined by your card issuer or any scheme to be invalid or unsuccessful, you agree that:

• The disputed amount remains owing to Regeniq
• We may recover the disputed amount and any reasonable costs, fees, or charges incurred by Regeniq as a result of the chargeback, including card-scheme fees, administration fees, and recovery costs
• We may suspend your account and decline future services pending resolution of the disputed amount
• We may refer the debt to a collection agency and report the default in accordance with the Privacy Act 1988 (Cth) and applicable credit-reporting law

This clause does not affect your right to dispute a charge where you genuinely believe it is unauthorised, fraudulent, or made in error, and does not limit any non-excludable right you have under the Australian Consumer Law or the ePayments Code.

13. Your Consumer Law Rights

Nothing in this policy is intended to exclude, restrict, or modify any consumer right or remedy that cannot be excluded under the Australian Consumer Law, the Privacy Act 1988 (Cth), or any other applicable law.

Where the Australian Consumer Law applies, you are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods or services repaired or re-supplied if they fail to be of acceptable quality and the failure is not major.

Relationship with the Terms of Service

This policy operates consistently with clause 13 (Consumer Guarantees) and clause 14 (Limitation of Liability) of our Terms of Service. For the avoidance of doubt, any service credit issued under clause 5 of this policy is counted toward, and is not additional to, Regeniq's aggregate liability to you under clause 14 of the Terms of Service, except where it is issued in satisfaction of a right that cannot be limited under the Australian Consumer Law.

14. Contact