Terms & Conditions

Introduction

Welcome to vibe+. By accessing and using our services, including our website and digital platforms (collectively, the "Platform"), you agree to comply with these Terms & Conditions ("Terms"). If you do not agree with any part of these Terms, please refrain from using our Services.

Definitions

• Terms: These Terms & Conditions, along with our Privacy Policy and any other agreements you accept with us.
• Medicine: Any medication prescribed by a licensed healthcare practitioner.
• Pharmacy: A third-party pharmacy engaged to dispense and supply Medicine.
• Services: The healthcare and telehealth services provided by the Clinic.
• Clinic Services: Consultations and related services provided by our healthcare practitioners.
• Platform: Our website, digital media, and service platforms used to deliver our Services.
• Staff: Employees or contractors engaged to provide our Services.
• Healthcare Practitioners: Licensed medical professionals such as doctors and nurses providing healthcare services.
• Fee: Charges for Clinic Services, as specified from time to time.
• Authorised Representative: An individual legally authorised to act on behalf of a patient.

Our Services

The Clinic provides:

• Initial and follow-up consultations with qualified healthcare professionals.
• Access to telehealth services for medical assessments and prescriptions.
• Facilitation of prescription fulfilment through third-party pharmacies.

Prescriptions are issued solely at the discretion of our Healthcare Practitioners, who assess each patient's individual medical condition to determine the appropriateness of treatment. This is conducted in strict adherence to Australian laws and regulations, including obtaining necessary approvals from the regulator and relevant state or territory health authorities, as required.

No Emergency Services

Eligibility

To qualify for our treatment services, you must meet the following conditions:

• Age: You must be at least 18 years old.
• Residency: You must reside in Australia and have a valid Australian residential address.
• Personal use: You must use our services for yourself, unless legally authorised to act on behalf of another individual (appropriate legal documentation will be required).
• Consent to treatment: You must provide informed consent for the proposed treatment plan, acknowledging the potential benefits and risks.

Meeting these criteria does not guarantee acceptance into our treatment program. Final decisions are made at the discretion of our healthcare practitioners, based on a comprehensive evaluation of your health status and in accordance with Australian medical standards.

Your Obligations and Responsibilities

By using our Services, you agree to:

• Provide accurate, complete, and up-to-date medical and personal information.
• Attend scheduled consultations and notify us in advance if you cannot.
• Authorise us to share necessary prescription details with pharmacies and partners to facilitate your treatment.
• Comply with all applicable laws and regulations, including those related to prescribed medicines.
• Follow the prescribed treatment plans.
• Promptly report any adverse reactions to Medicine to us.

Appropriate use

You agree not to: engage in fraudulent or unlawful activity; mislead or deceive our Staff, partners, or others associated with our Services; use abusive, threatening, harassing, discriminatory or offensive language or conduct; or attempt to access or interfere with our Platform's security features or operations.

Authorised Representative

You may designate an Authorised Representative to assist with managing your healthcare needs. Additional documentation may be required. To nominate one, please contact us for the necessary forms and procedures.

Payment of Fees

• Consultation fees. Your first nurse consultation is free. If a doctor consultation is appropriate, the doctor consultation fee is $49. Any fee is shown to you and payable at the time of booking, and covers the consultation only — it does not include the cost of any prescribed medications or their delivery. We will always tell you the fee before you pay.
• Medication and delivery costs are separate; arrangements are made directly through the designated pharmacy.

Refund policy

Refunds for consultation fees are available if our practitioner determines our services are not suitable for your medical needs, or if we cancel an appointment and cannot reschedule within a reasonable timeframe. Refunds are processed via the original payment method within a reasonable timeframe.

Nothing in this section limits or excludes any rights or remedies you may have under the Australian Consumer Law or other consumer-protection laws, including any right to a refund where those laws require one.

Cancellation, rescheduling & no-shows

• You can cancel or reschedule at any time by contacting us. If you give us at least 24 hours notice, there is no charge.
• If you cancel with less than 24 hours notice, or do not attend a booked appointment, we may charge a single rebooking fee to cover the reserved time. This fee will never be more than the consultation fee, and we will tell you the amount before charging it.
• We will waive the rebooking fee where we are able to fill your appointment slot, or where you were unable to attend for a genuine reason (for example illness, an emergency, or a technical problem on our side).
• For telehealth appointments, please log in a few minutes early so we can sort out any technical issues. If you are running late, contact us and we will do our best to still see you or reschedule.

Complaints & Dispute Resolution

We value all feedback. If you have a complaint, we encourage you to first raise it informally with our team by email, phone, or our contact form. If it can't be resolved informally, you may submit a formal complaint in writing to our complaints officer at hello@vibeplus.com.au, including your name and contact details, a clear description of the issue, any supporting documentation, and the outcome you are seeking. We will acknowledge receipt within five (5) business days and aim to respond in writing within 30 calendar days.

Escalation to external bodies

If you are not satisfied, you may escalate to an appropriate external body, including:

• Australian Health Practitioner Regulation Agency (AHPRA) — www.ahpra.gov.au | 1300 419 495
• Office of the Australian Information Commissioner (OAIC), for privacy concerns — www.oaic.gov.au | 1300 363 992
• Other state-based health complaints entities, depending on your location.

If a complaint remains unresolved, both parties agree to attempt alternative dispute resolution (good-faith negotiation, then mediation through a recognised body such as the Resolution Institute) before commencing legal proceedings, except where urgent interim relief is required.

Termination of Services

We may suspend or terminate your access to our Services for: breach of these Terms (not remedied within five business days of written notice); unlawful or prohibited use; misuse that disrupts our operations or harms others; or where required by law. We will provide written notice outlining the reason and effective date. On termination, your rights under these Terms cease, you must stop using our Services, and any outstanding fees become due. Provisions that by their nature should survive termination (payment obligations, intellectual property, limitation of liability, indemnity) will remain in effect.

Intellectual Property

All content on our Platform (text, images, graphics, logos, videos, software and digital materials) is the exclusive property of the Clinic or its licensors and is protected by Australian and international intellectual property laws. You must not reproduce, distribute, modify, publish, license, create derivative works from, or sell any Content without our prior written consent; use Content for commercial purposes or public display without permission; remove or alter proprietary notices; or use automated tools to access, copy or monitor the Platform. Trademarks and logos displayed on the Platform are the property of the Clinic or their respective owners.

Privacy

Our Privacy Policy explains how we collect, use, and protect your personal information, and your rights in relation to it. Health information is sensitive information, and we only collect it with your express consent, which we ask for separately at the point of collection. Please read the Privacy Policy before providing us with any personal or health information.

Limitation of Liability & Indemnity

Your consumer guarantees. Our Services come with guarantees that cannot be excluded under the Australian Consumer Law, including a guarantee that services will be provided with due care and skill. Nothing in these Terms excludes, restricts or modifies those rights. Where we are permitted by law to limit our liability for a failure to meet a consumer guarantee, our liability is limited (at our option) to supplying the services again or paying the cost of having them supplied again.

We strive to provide reliable, high-quality Services; however, we cannot guarantee that our website or digital platforms will always be available, uninterrupted or error-free. To the maximum extent permitted by law, and subject to the consumer guarantees above, we are not liable for loss or damage arising from matters outside our reasonable control, such as website or platform downtime, technical faults, or interruptions to internet or telecommunications services. We do not exclude liability that cannot lawfully be excluded, including liability arising from our own negligence, fraud, or failure to provide our Services with due care and skill.

Information on the Platform is provided for general informational purposes only and is not a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified healthcare provider. Except for information provided by our Healthcare Practitioners during consultations, nothing on the Platform is intended as medical advice.

You agree to indemnify the Clinic for reasonable loss, cost or expense we directly suffer to the extent it is caused by your misuse of our Services, your breach of these Terms, or your breach of any applicable law. This indemnity does not apply to the extent the loss was caused or contributed to by us (including by our own negligence or breach), and it is reduced proportionately to reflect any such contribution by us. This obligation survives termination.

Amendments

We may update these Terms from time to time — for example, to reflect changes in the law or in our Services. Where a change materially affects your rights, we will take reasonable steps to notify you in advance (for example by email or a notice on our Platform) before it takes effect. If you do not agree with a change, you are free to stop using our Services at no penalty, and any consultation you have already paid for will still be honoured or refunded in line with these Terms. Just as we may end this arrangement, you may end your relationship with us at any time by contacting us.

Governing Law

These Terms are governed by the laws of the State of Queensland, Australia. You and the Clinic submit to the non-exclusive jurisdiction of the courts of Queensland and the courts able to hear appeals from them. This does not prevent you from bringing a claim, or exercising your rights, in another Australian court or forum where the law allows.

Severability & Entire Agreement

If any provision is found invalid or unenforceable, it will be severed and the remaining provisions continue in full force. These Terms, together with our Privacy Policy and any documents incorporated by reference, constitute the entire agreement between you and the Clinic regarding your use of our website and Services.