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Terms and Conditions

Last updated: 12 May 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.

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. Bulk-billed pathology

Your subscription includes a comprehensive blood panel where Medicare bulk-billing eligibility applies. You acknowledge that some tests may fall outside the scope of bulk-billing. Where this occurs, the Partner Practitioner will inform you of any out-of-pocket fees before ordering those tests, and you may decline to proceed with any test that is not bulk-billed.

Eligibility for Medicare benefits is determined by Medicare and is outside Regeniq's control. You are responsible for maintaining your Medicare eligibility and for providing accurate Medicare information where required.

9. Regeniq's role in medication, agent relationship

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

You appoint Regeniq as your agent for the limited purpose of:

  1. collecting payment from you for medication supplied by a Partner Pharmacy; and
  2. remitting that payment to the Partner Pharmacy on your behalf.

Regeniq does not hold, dispense, compound, manufacture, or supply medication. Regeniq earns no margin on medication; the payment we collect from you is passed to the Partner Pharmacy under our agency arrangement with you.

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 absorbs the courier cost as part of your subscription, so delivery is free to you at the point of supply.

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 blood panel (bulk-billed where eligible);
  3. a 30-minute comprehensive bloodwork review;
  4. bi-annual reviews;
  5. ongoing follow-ups with the Partner Practitioner;
  6. access to the patient portal, secure messaging, and education content; and
  7. free delivery of medication, where medication is dispensed by a Partner Pharmacy.

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.

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 the subscription, medication, pathology services, and non-prescription products) are set out in the Refund Policy. The Refund Policy forms part of your agreement with Regeniq.

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