Clear terms, clearly stated.

1. Who we are

These Terms of Use ("Terms") govern your access to and use of the Elevate For Her website, patient portal, telehealth consultations and related services (together, the "Services"), provided by Rowe Healthcare Group Pty Ltd (ABN 16 695 432 298), trading as Elevate For Her ("we", "us" or "our").

Our registered address is Sydney NSW 2000. You can reach us at [email protected].

By using the Services, booking a consultation, or creating an account, you agree to these Terms. If you do not agree, please do not use the Services.

2. What our services are (and what they are not)

We provide telehealth consultations delivered by clinicians registered with the Australian Health Practitioner Regulation Agency (AHPRA). Our clinicians may assess your suitability for treatment, develop clinical care plans, prescribe medications where clinically appropriate, arrange pathology or imaging, and provide ongoing clinical support.

Our Services are consultation and assessment services. We do not directly manufacture, compound or dispense medications. Prescribed medications are dispensed by our partner pharmacy in accordance with applicable laws.

Telehealth is appropriate for many conditions, but not all. If your clinician considers that in-person care, a different clinical pathway, or hospital care is more appropriate, they will advise you accordingly and may provide a referral.

3. Eligibility

To use the Services, you must:

• Be at least 18 years of age
• Be a current resident of Australia with a valid Australian address
• Have legal capacity to enter into a binding agreement under Australian law
• Provide accurate, complete and current information about yourself and your health

We may decline to provide Services or terminate your account if you do not meet these requirements, or if providing care would not be clinically appropriate in the judgment of your treating clinician.

4. Prescription is not a guaranteed outcome

A consultation does not guarantee that a prescription will be issued. Prescriptions are issued at the sole clinical discretion of your treating clinician and only where the clinician determines it is clinically appropriate for you.

Your clinician is required to exercise independent professional judgment in accordance with their obligations under AHPRA, the Health Practitioner Regulation National Law, and applicable clinical guidelines. They may determine that a prescription is not suitable for you, that further investigation is needed, or that an alternative treatment pathway is more appropriate.

The consultation fee covers the clinical assessment and the clinician's time, regardless of whether a prescription is issued as an outcome.

5. Consultations and your responsibilities

Clinical decisions are made by your treating clinician based on the information you provide, their professional judgment, and applicable clinical guidelines. You agree to:

• Provide complete and accurate information about your health, medical history, current medications and lifestyle
• Follow your clinician's advice and treatment plan, or communicate clearly if you choose not to
• Report any side effects, adverse reactions or concerns through the patient portal or by contacting our care team
• Attend scheduled follow-up appointments, or reschedule in advance if you are unable to attend
• Inform your clinician of any other practitioners involved in your care

You may refuse, pause or stop any recommended treatment at any time. We will not charge exit fees for doing so, but fees already paid for services delivered are non-refundable unless required by the Australian Consumer Law.

6. Limits of confidentiality and mandatory reporting

Your consultations are confidential. However, there are limited circumstances in which your clinician is legally required or authorised to disclose information without your consent. These include:

• Risk of harm: Where your clinician reasonably believes that disclosure is necessary to lessen or prevent a serious threat to the life, health or safety of you or another person, or to public health or safety.
• Child protection: Where your clinician forms a reasonable belief that a child is at risk of significant harm, they are required to report this to the relevant child protection authority under applicable state or territory mandatory reporting legislation.
• AHPRA notifications: Where your clinician has a reasonable belief that a registered health practitioner has behaved in a way that constitutes notifiable conduct under the Health Practitioner Regulation National Law, they are required to notify AHPRA.
• Court orders and legal processes: Where disclosure is required by a court order, subpoena, or other legal process.
• Statutory and regulatory obligations: Where disclosure is otherwise required or authorised by Australian law.

Your clinician will limit any disclosure to the minimum information reasonably necessary in the circumstances.

7. Prescriptions and medications

Where your clinician determines that a prescription is clinically appropriate, it will be issued in accordance with the Therapeutic Goods Administration (TGA) requirements, the Pharmacy Board of Australia guidelines, and relevant state and territory legislation.

Medications are dispensed by our partner pharmacy, a licensed Australian pharmacy. All medications are supplied only where clinically indicated for your individual needs.

You must not share, sell, redistribute, or provide your prescribed medications to any other person. Medications are prescribed for your individual clinical use only.

8. Fees and payment

Fees for consultations, treatment plans and medications are displayed before you confirm your booking or order. All fees are in Australian dollars and include GST where applicable.

Payment is processed through our secure third-party payment provider. By submitting payment, you authorise us to charge the nominated payment method for the agreed amount. We do not store full card details on our servers.

Consultations are generally not bulk-billed through Medicare. Some consultations may attract a Medicare rebate, and some private health funds may rebate a portion of telehealth fees or medications. Suitability and rebate amounts depend on your individual circumstances and your fund. We make no representations about your suitability for any rebate.

9. Cancellation policy

You may reschedule or cancel a consultation through the patient portal. The following cancellation fees apply:

• More than 24 hours before your appointment: No cancellation fee. Full refund or free rescheduling.
• Less than 24 hours before your appointment: A late cancellation fee of 50% of the consultation fee applies.
• No-show (failure to attend without notice): The full consultation fee applies with no refund.

We understand that unexpected circumstances arise. If you have a genuine reason for a late cancellation (for example, a medical emergency), please contact us and we will consider your situation on a case-by-case basis.

You have rights under the Australian Consumer Law that cannot be excluded, including in relation to services that are not provided with due care and skill. Nothing in these Terms limits those rights. To request a refund, contact us at [email protected].

10. Creating an account

To access the patient portal, you must register an account using accurate information. You are responsible for keeping your login credentials confidential and for all activity that occurs under your account. Please notify us immediately if you suspect unauthorised access to your account.

11. Privacy

We collect, use and disclose your personal and health information in accordance with our Privacy Policy, which forms part of these Terms. Please read it carefully to understand how we collect, store, protect and share your information.

12. Acceptable use

When using the Services, you must not:

• Provide false or misleading information about your identity or health
• Use another person's account or impersonate any person
• Use the Services to obtain medications for any person other than yourself, or for any purpose other than your own healthcare
• Sell, share or redistribute medications supplied to you
• Disrupt, damage or attempt unauthorised access to our systems, networks, or data
• Use the Services in breach of any Australian law, regulation, or professional standard

We may suspend or terminate your account if you breach these Terms or if we consider it necessary for the safety of patients, clinicians or our team.

13. Intellectual property

The website, patient portal, treatment materials, written content, logos, trade marks and other materials we provide are owned by Rowe Healthcare Group Pty Ltd or our licensors and are protected by Australian and international copyright and trade mark laws.

You may access and use these materials for your personal, non-commercial use in connection with your care. You may not copy, reproduce, modify, distribute, republish, or otherwise exploit any of our materials without our prior written consent.

14. Third-party websites and services

The Services may link to third-party websites or rely on third-party services (such as pathology providers, pharmacy services, or payment processors). We are not responsible for the content, practices, or privacy policies of third parties. Your use of any third-party service is governed by that provider's own terms and privacy policy.

15. Limitation of liability

The content on our website is general health information and is not a substitute for professional medical advice, diagnosis or treatment. Always seek the advice of a qualified health practitioner before making decisions about your care.

To the maximum extent permitted by law, and subject to the guarantees and rights you have under the Australian Consumer Law:

• The Services are provided on an "as available" basis, and we do not warrant that the website or portal will be uninterrupted, error-free, or free from viruses or other harmful components
• Our liability for any breach of a non-excludable consumer guarantee is limited, where permitted, to re-supplying the service or paying the cost of having the service re-supplied
• We are not liable for any indirect, incidental, special or consequential loss arising from your use of the Services, except where that liability cannot be excluded by law
• We are not liable for any loss or damage arising from your failure to provide accurate and complete information about your health, or your failure to follow your clinician's advice

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded or limited under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law.

16. Indemnity

To the extent permitted by law, you agree to indemnify, defend and hold harmless Rowe Healthcare Group Pty Ltd, its directors, officers, employees and agents from and against any claims, losses, damages, liabilities and expenses (including reasonable legal fees) arising from:

• Your breach of these Terms
• Your misuse of the Services
• Your provision of false, misleading or incomplete information
• Your infringement of any third-party rights

This indemnity does not apply to the extent that any claim arises from our negligence, wilful misconduct, or breach of these Terms.

17. External complaints

If you are dissatisfied with any aspect of our Services and have been unable to resolve the matter directly with us, you can lodge a complaint with the following external bodies:

• Australian Health Practitioner Regulation Agency (AHPRA): ahpra.gov.au or call 1300 419 495. For complaints about the conduct, health or performance of a registered health practitioner.
• Health Care Complaints Commission (HCCC), NSW: hccc.nsw.gov.au or call 1800 043 159. For complaints about health service providers in NSW, or your state or territory equivalent.
• Office of the Australian Information Commissioner (OAIC): oaic.gov.au or call 1300 363 992. For complaints about how your personal information has been handled.

18. Governing law

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. You and we submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts entitled to hear appeals from those courts.

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full force and effect.

19. Changes to these Terms

We may update these Terms from time to time. The current version is always available on this page, with the "Last updated" date revised.

Where changes are material, we will notify you through the patient portal or by email before they take effect. Continued use of the Services after the effective date means you accept the updated Terms.

20. Contact

If you have questions about these Terms, or you would like to make a complaint, please contact us:

• Rowe Healthcare Group Pty Ltd
• Sydney NSW 2000
• [email protected]
• 0400 140 922