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Terms and Conditions

Last updated: 13 August 2026

1. Introduction and emergency notice

If you are experiencing a medical emergency, call 000 immediately. The Services described in these Terms are not designed for urgent or emergency care. If you are in crisis, in danger, or feel unwell in a way that may require urgent attention, call 000 or go to your nearest emergency department.

These Terms and Conditions (the "Terms") govern your access to and use of the website at regeniq.au (the "Website") and the related telehealth platform, content, and services (together, the "Services") operated by Regeniq Pty Ltd (ACN 694 432 865) ("Regeniq", "we", "us", "our").

By accessing or using the Services, you agree to be bound by these Terms.

2. About Regeniq and the Services

Regeniq operates a telehealth platform that facilitates consultations between you (the "Patient", "you", "your") and Australian-registered health practitioners ("Partner Practitioners").

Regeniq is not a medical practice, a pharmacy, or a compounding facility. Regeniq does not prescribe medicines, diagnose conditions, compound medicines, or dispense medicines. Those activities are performed by Partner Practitioners and by our partner pharmacies ("Partner Pharmacies"), each of whom is independently registered and regulated.

Regeniq adopts the Australian Charter of Healthcare Rights. The Charter sets out the rights of patients and other people using the Australian health system. We expect Partner Practitioners and Partner Pharmacies to respect those rights, and we ask that you do the same when interacting with our staff and clinicians.

3. Acceptance of these Terms

By creating an account, undertaking a consultation, purchasing a subscription, or otherwise using the Services, you accept these Terms and agree to be legally bound by them.

We may vary these Terms from time to time. We will give you reasonable notice of material changes, including by publishing the updated Terms on the Website. Your continued use of the Services after the updated Terms take effect constitutes acceptance of the change.

If you do not agree with these Terms, you must not use the Services.

4. Eligibility and accounts

To use the Services, you must:

  1. be at least 18 years of age;
  2. be ordinarily resident in Australia and accessing the Services from within Australia;
  3. be legally capable of entering into a binding contract; and
  4. be capable of giving informed consent to medical treatment, as determined by the Partner Practitioner.

You may hold only one account. You are responsible for keeping your account credentials secure and confidential. You must notify us promptly at support@regeniq.au if you suspect any unauthorised access to, or use of, your account.

We may suspend, restrict, or terminate access to the Services at our reasonable discretion, including where we believe you have breached these Terms.

5. Information you provide

You must provide information that is accurate, complete, and current, both when you register and during each consultation. You must update your information promptly if anything material changes (for example, a new medical condition, a new medication, or a change of address).

Providing false, misleading, or incomplete information to a Partner Practitioner for the purpose of obtaining prescription medicines may constitute a criminal offence.

You acknowledge that Partner Practitioners and Partner Pharmacies will rely on the information you provide when making clinical decisions and dispensing medication. If you withhold information or provide inaccurate information, the safety, quality, and appropriateness of any care recommended through the Services may be affected.

6. Consultations with Partner Practitioners

When you undertake a consultation through the Services, you enter into a practitioner-patient treatment relationship directly with the Partner Practitioner who conducts that consultation. Regeniq is not a party to that relationship and is not liable for any services (including the provision of medical advice or the prescribing of medicines) provided as part of it.

Partner Practitioners operate with clinical independence. A Partner Practitioner may, in their absolute discretion:

  1. decline to prescribe a medicine, decline to issue a repeat, or decline to continue treatment;
  2. recommend that you consult your own general practitioner or a specialist;
  3. recommend additional tests, monitoring, or investigations; or
  4. cease treatment where, in their clinical judgement, doing so is appropriate.

You acknowledge that any treatment plan is a matter for the Partner Practitioner's clinical judgement, and that Regeniq has no role in, and exerts no influence over, that judgement.

Whether you are clinically eligible for treatment on a pathway is determined solely by the Partner Practitioner. When you pay a consultation fee, you are paying for a clinical assessment by that practitioner. You are not paying for a prescription, for a particular medicine, or for a particular outcome, and a consultation does not guarantee any of them. A Partner Practitioner may find you eligible for treatment on a pathway but consider a different medicine or protocol to be the appropriate one for you; that is a clinical decision and it is not a finding that you are ineligible.

Where a Partner Practitioner finds you eligible on the weight loss pathway and you proceed to treatment, Regeniq applies a discount equal to your initial consultation fee against your first subscription payment. That discount is a commercial concession applied after the assessment has been delivered, and it reduces the price of your first subscription period. Your consultation fee is not a deposit, is not a prepayment for medication or for a subscription, and is not held on account for you. It pays for the clinical assessment, and it is earned when that assessment is performed. The treatment of your consultation fee where you do not proceed is set out in the Refund Policy.

7. Off-label and compounded medicines

If a Partner Practitioner prescribes you a medicine or medical device for an "off-label use", you acknowledge that the prescribed use is not listed as an indication for use in the Australian Register of Therapeutic Goods (the "ARTG").

If a Partner Practitioner prescribes you a medicine that is to be compounded in a pharmacy (including, for example, certain peptide preparations), you acknowledge that the compounded medicine has not been reviewed for safety, quality, or efficacy by the Therapeutic Goods Administration (the "TGA") and does not appear in the ARTG.

You should discuss the implications of off-label or compounded prescribing with your Partner Practitioner before proceeding, and you should raise any questions or concerns with them directly.

8. Pathology

Regeniq does not provide bulk-billed pathology.

Where a Partner Practitioner determines that pathology is required, that pathology is performed and privately billed by a third-party pathology provider. It is not bundled into your consultation fee, and Regeniq earns no margin on it. The contract for pathology services is between you and the pathology provider, and the cost, the terms of service, and the provider's own cancellation and refund terms are set by that provider, not by Regeniq.

Pathology is not required on every treatment pathway. Whether pathology is required at all, and which tests are ordered, is the Partner Practitioner's clinical decision, made at or after your first consultation. Where a Partner Practitioner determines that further pathology is required, that further pathology may involve an additional privately billed cost to you.

By proceeding with pathology arranged through the Services, you consent to the pathology provider releasing your results to Regeniq's clinical systems and to those results being reviewed by the Partner Practitioner conducting your follow-up consultation. Once your sample has been processed by the laboratory, your results are reviewed for clinical purposes only by registered health practitioners as part of your clinical assessment and ongoing care. Any other handling of your results is limited to what is necessary to operate the Services, occurs in accordance with the Privacy Policy, and never includes use for marketing. The laboratory may also be required by law to notify public health authorities of certain results.

The treatment of pathology charges on a refund is set out in the Refund Policy.

9. Regeniq's role in medication

Where a Partner Practitioner issues a prescription and you elect to have it dispensed by a Partner Pharmacy, the contract for the supply of that medication is between you and the Partner Pharmacy. Regeniq is not the seller or supplier of medication, and does not hold, dispense, compound or manufacture it.

You appoint Regeniq as your agent for the limited purpose of facilitating the performance of that contract, including collecting your payment for the medication and passing it on to the Partner Pharmacy, via an intermediary if applicable, on your behalf.

Regeniq charges a facilitation fee for that service. The fee is Regeniq's own charge for arranging and administering your order, and is separate from the medication payment we collect and pass on to the Partner Pharmacy. The fee is included in the price shown for each item before you pay, and is itemised on a tax invoice.

A Partner Pharmacy may, in its absolute discretion, refuse to dispense a prescription, including where it forms a professional view that doing so would be inappropriate. Where a Partner Pharmacy refuses to dispense, Regeniq will refund any medication payment collected from you in respect of that prescription, in accordance with the Refund Policy.

The Partner Pharmacies that participate in the Services currently include Formulae and Infinity Wellness Group. The Partner Pharmacies may change from time to time, and we will update the Website to reflect any change.

10. Delivery of medication

Where medication is dispensed by a Partner Pharmacy, the Partner Pharmacy will arrange dispatch via a courier or postal service.

Regeniq covers the courier cost on the treatment pathways set out on the Pricing page, and delivery on those pathways is free to you at the point of supply.

For any other order containing physical goods, a delivery fee applies per parcel. The fee is shown as its own line at checkout before you pay, and is set out on the Pricing page.

Estimated delivery timeframes shown in the patient portal or in dispatch communications are estimates only, and are not guaranteed. Delivery times can be affected by factors outside our control and outside the Partner Pharmacy's control, including courier delays, address issues, and adverse weather.

You are responsible for:

  1. providing an accurate, current delivery address;
  2. arranging for someone to accept delivery where required; and
  3. ensuring delivery instructions are appropriate for your circumstances, including any privacy or temperature considerations.

Risk in the medication passes to you on delivery. If your delivery does not arrive within a reasonable time, contact us at support@regeniq.au and we will assist you and the Partner Pharmacy to investigate.

Further detail about delivery, dispatch cutoffs, and the handling of failed deliveries is set out in the Fulfilment and Delivery Policy.

11. Subscription, billing, and renewals

The Services are offered on an auto-renewing subscription basis. Available subscription options include monthly, annual, and (where available) bi-annual terms. Current subscription options and inclusions are published on the Pricing page.

Your subscription includes:

  1. an initial 15-minute consultation;
  2. a comprehensive bloodwork review;
  3. bi-annual reviews;
  4. ongoing follow-ups with the Partner Practitioner;
  5. access to the patient portal, secure messaging, and education content; and
  6. free delivery of medication on the treatment pathways set out on the Pricing page, where medication is dispensed by a Partner Pharmacy.

Pathology is not a subscription inclusion. It is dealt with in clause 8.

Subscription fees do not include the cost of medication itself. Medication is paid for separately under the agency arrangement described in clause 9.

At each renewal interval, a new contract is concluded between you and Regeniq on the Terms then in force, and your nominated payment method is charged for the next subscription period. We may vary the subscription fee from time to time. Renewed contracts are not bound to prior pricing. We will give you reasonable advance notice of any material change to the subscription fee, and you will have the opportunity to cancel before the renewed contract takes effect.

Subscription fees are inclusive of GST where applicable.

12. Cancellation

You may cancel your subscription at any time:

  1. through the patient portal; or
  2. by emailing support@regeniq.au.

To stop the next billing cycle, your cancellation request must be received before the Refund Cutoff Time, which is 11:59pm Australian Eastern Standard Time (AEST) on the day before your next scheduled billing date. Cancellations received after the Refund Cutoff Time will take effect at the end of the then-current billing cycle, and you will retain access to the Services for the remainder of that cycle.

Cancellation of your subscription does not, on its own, cancel any prescription that has already been issued or any medication that has already been dispensed. The treatment of refunds following cancellation, including for the subscription and for medication, is set out in the Refund Policy.

Cancellations and missed appointments. Your consultation is paid in advance. You may cancel your consultation online through the patient portal up to 24 hours before its scheduled start time, at no additional charge. There is no separate reschedule function: to change your appointment time, cancel it and book a new time.

If you do not attend your consultation, Regeniq retains an amount from your prepaid consultation fee that reflects the practitioner time reserved for you, and refunds the balance to your original payment method. The amount that applies to your booking is shown to you before you book and on your invoice; the amounts in force when you book are the ones that apply to that booking, and any change applies only to bookings made after it. If you cancel with less than 24 hours' notice, the same retention applies, except for weight-loss consultations, which may instead be rebooked at no cost or refunded in full. If the amount you paid is less than the retained amount, we will contact you about the difference. This does not affect your rights under the Australian Consumer Law.

Follow-up consultations. Where a Partner Practitioner determines that follow-up bloodwork is required before a treatment decision can be made, the follow-up consultation at which those results are reviewed is provided at no charge. A follow-up consultation in any other circumstance is chargeable. Any pathology remains separately and privately billed under clause 8. A follow-up consultation provided at no charge is still a reserved appointment, and the cancellation and missed-appointment arrangements in this clause apply to it.

A consultation that has reached its join window or has started cannot be cancelled online. If you are unable to attend and the join window has already opened, contact us as soon as possible at support@regeniq.au.

Any difference that remains payable must be settled before you can book a further consultation.

These cancellation and missed-appointment arrangements do not affect the treatment of subscription refunds described in clause 13.

This cancellation policy applies to appointments booked on or after 9 July 2026.

13. Refunds

Your rights under the Australian Consumer Law cannot be excluded, restricted, or modified by these Terms.

Specific refund triggers, timeframes, and the process for requesting a refund (including for consultation fees, medication, pathology services, and non-prescription products) are set out in the Refund Policy. The Refund Policy forms part of your agreement with Regeniq.

A consultation fee pays for a clinical assessment that has been performed. Where a Partner Practitioner finds you are not clinically eligible for treatment on the pathway you paid to be assessed for, the Refund Policy sets out what Regeniq will offer you, the conditions attaching to that offer, and the amounts involved. Those conditions apply only to that discretionary offer and are subject to your rights under the Australian Consumer Law.

14. Non-prescription products

From time to time, Regeniq may offer non-prescription products directly, including supplements, devices, and other personal care items ("Non-Rx Products"). Non-Rx Products are sold by Regeniq under a separate contract of sale between you and Regeniq, and are not part of the prescription medication agency arrangement described in clause 9.

Non-Rx Products are governed by:

  1. the Fulfilment and Delivery Policy, which sets out dispatch and delivery terms; and
  2. the Refund Policy, which sets out the position on change-of-mind, faulty goods, and rights under the Australian Consumer Law.

Non-Rx Products are not a substitute for medical advice or treatment. If you are uncertain whether a particular Non-Rx Product is appropriate for you, discuss it with your Partner Practitioner or your own general practitioner before use.

15. Patient conduct

When using the Services, you must not:

  1. provide false, misleading, or incomplete information;
  2. impersonate another person, or attempt to access another person's account;
  3. use the Services for any unlawful purpose or in breach of any applicable law or regulation;
  4. attempt to obtain medication for resupply to any other person;
  5. attempt to obtain prescription medicines by misleading a Partner Practitioner;
  6. interfere with, disrupt, or attempt to gain unauthorised access to the Services, our systems, or the systems of any Partner Practitioner or Partner Pharmacy;
  7. introduce any virus, malware, or other harmful code into the Services;
  8. harass, threaten, abuse, or otherwise behave inappropriately towards Regeniq staff, Partner Practitioners, Partner Pharmacy staff, or other users;
  9. record, copy, or distribute any consultation without the express consent of all participants and without our written consent;
  10. use any automated means (including bots, scrapers, or crawlers) to access the Services; or
  11. reverse engineer, decompile, or attempt to extract source code from any part of the Services.

We may suspend or terminate your account for breach of this clause, for harassment of staff or Partner Practitioners, or for providing false information.

16. Continuity of care and your own GP

The Services do not replace your general practitioner. You acknowledge that ongoing primary care, including coordination of your overall health, is best managed by a general practitioner with whom you have an established relationship.

You agree to:

  1. inform your own general practitioner about any treatment recommended or provided through the Services, where it is reasonable and appropriate to do so;
  2. contact your general practitioner, present to a hospital, or call 000 if your symptoms worsen, if you experience an adverse reaction, or if you require urgent care; and
  3. follow any safety or monitoring advice given by the Partner Practitioner.

17. Intellectual property

All intellectual property rights in the Website, the patient portal, the platform, and the content made available through the Services (including text, graphics, logos, video, audio, software, and education materials) are owned by Regeniq or its licensors.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services for your personal, non-commercial use, in accordance with these Terms. Any other use, including copying, modifying, distributing, publishing, or creating derivative works, is prohibited without our prior written consent.

The Regeniq name, logo, and other trade marks displayed on the Website are the property of Regeniq or its licensors. You may not use any of those marks without our prior written consent.

18. Linked sites and third-party content

The Services may contain links to, or content from, third-party websites and services (including the websites of Partner Pharmacies, pathology providers, government agencies, and education partners). We provide those links and that content for convenience only.

We do not endorse, and we are not responsible for, the content, policies, or practices of any third-party website or service. Your access to and use of any third-party website or service is at your own risk and subject to the terms and policies of that third party.

19. AI features

The Services may, from time to time, include features powered by artificial intelligence or machine learning ("AI Features"). AI Features may be used to surface educational information, draft summaries, prompt patients to complete intake forms, or otherwise assist with platform navigation.

AI Features:

  1. provide general information only;
  2. do not constitute medical advice, professional advice, or a diagnosis;
  3. cannot create binding obligations on Regeniq, any Partner Practitioner, or any Partner Pharmacy;
  4. may produce responses that are incomplete, out of date, or incorrect; and
  5. do not replace consultation with a qualified health practitioner.

You should not rely on AI Features for clinical decisions. If an AI Feature produces information that conflicts with advice from a Partner Practitioner, follow the Partner Practitioner's advice and raise the inconsistency with us at support@regeniq.au.

20. My Health Record and active script list

In line with Australian Government policy, Partner Practitioners and Partner Pharmacies may, with your consent where required, upload information about your care to My Health Record. You can review and manage your My Health Record at digitalhealth.gov.au.

Where electronic prescriptions (e-scripts) or active script list (ASL) tokens are issued in connection with the Services, you may elect to have Regeniq hold and manage those tokens on your behalf and forward them directly to a Partner Pharmacy, or have the token sent to you to forward to a pharmacy of your choice. Where Regeniq holds tokens on your behalf, we will do so in accordance with applicable law and the policies of the relevant Partner Practitioner and Partner Pharmacy, until the prescription (including any repeats) has been dispensed or you withdraw your consent. Where a token is provided to you, you are responsible for keeping it confidential and for notifying us at support@regeniq.au if you suspect a token has been disclosed without your authority.

21. Warranties and liability

To the maximum extent permitted by law:

  1. the Services are provided on an "as is" and "as available" basis;
  2. we exclude all implied conditions, warranties, and representations, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement;
  3. we do not warrant that the Services will be uninterrupted, error-free, or free of viruses or other harmful components;
  4. we do not warrant that any particular health outcome will be achieved through use of the Services; and
  5. we are not liable for any indirect, incidental, consequential, special, or punitive loss or damage, including loss of profits, loss of revenue, loss of goodwill, or loss of data, however arising.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law that cannot lawfully be excluded, restricted, or modified. Where a consumer guarantee applies and the relevant goods or services are not of a kind ordinarily acquired for personal, domestic, or household use, our liability for breach of that guarantee is limited, at our option, to:

  1. in the case of goods, replacement, repair, or the cost of replacement or repair; and
  2. in the case of services, resupply of the services, or payment of the cost of resupply.

Our total aggregate liability to you under or in connection with these Terms is limited, to the maximum extent permitted by law, to the total subscription fees paid by you to Regeniq in the 12 months immediately preceding the event giving rise to the liability.

22. Indemnity

You indemnify Regeniq, its related entities, directors, officers, employees, contractors, agents, Partner Practitioners, Partner Pharmacies, and other service providers (the "Indemnified Parties") against any loss, damage, cost, expense, claim, or liability suffered or incurred by any Indemnified Party arising out of, or in connection with:

  1. your breach of these Terms;
  2. your breach of any applicable law;
  3. your provision of false, misleading, or incomplete information; or
  4. any negligent, fraudulent, or unlawful act or omission by you in connection with the Services.

This indemnity is reduced to the extent that the loss is caused or contributed to by the Indemnified Party.

23. Privacy

Regeniq is bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our collection, use, storage, and disclosure of personal and health information is described in the Privacy Policy, which forms part of your agreement with Regeniq.

By using the Services, you consent to the collection, use, and disclosure of your information in accordance with the Privacy Policy. For privacy-specific queries or complaints, contact us at privacy@regeniq.au.

24. Complaints

If you have a complaint about the Services, please contact us first at support@regeniq.au. For privacy-related complaints, contact us at privacy@regeniq.au. We will acknowledge your complaint promptly and work with you to resolve it. Where appropriate, we will involve the relevant Partner Practitioner or Partner Pharmacy in the resolution process.

If your complaint is not resolved to your satisfaction, you may also raise it with:

  1. the Office of the Health Ombudsman (Queensland), for complaints about a health service or a health practitioner;
  2. the Australian Health Practitioner Regulation Agency (AHPRA), for complaints about the conduct, performance, or health of a registered health practitioner; or
  3. the Office of the Australian Information Commissioner (OAIC), for privacy complaints.

You may also have access to other complaint bodies depending on the nature of your concern, including state or territory consumer protection agencies.

25. Governing law and jurisdiction

These Terms are governed by the laws of Queensland, Australia. You and Regeniq submit to the non-exclusive jurisdiction of the courts of Queensland and the courts competent to hear appeals from those courts.

26. Severance

If any provision of these Terms is held to be invalid, illegal, or unenforceable, that provision is to be read down so as to be valid and enforceable to the maximum extent permitted by law, or, if it cannot be read down, severed from these Terms. The remaining provisions continue in full force and effect.

27. Changes to these Terms

We may amend these Terms from time to time. We will publish the updated Terms on the Website and update the "Last updated" date at the top of the document. Where the change is material, we will give you reasonable advance notice (for example, by email to the address associated with your account or by in-platform notice).

Your continued use of the Services after the updated Terms take effect constitutes acceptance of the change. If you do not accept a change, you must stop using the Services and may cancel your subscription in accordance with clause 12.

28. Contact

For any questions about these Terms, or about the Services generally, contact us at:

Regeniq Pty Ltd (ACN 694 432 865) Brisbane, Queensland, Australia Email: support@regeniq.au Website: regeniq.au