Terms and Conditions

Introduction

Welcome to THRIVIX (“we,” “us,” “our”, “Clinic”). By accessing and using our services, including our website and digital platforms (collectively referred to as 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.
• Patient: The individual receiving Services
• Telehealth: Video/audio consultations via Platform

Our Services

Thrivix provides the following services:

• Telehealth consultations with qualified healthcare practitioners.
• Access to a secure online platform for booking, consultations, and managing your care;
• Facilitation of prescription fulfilment through licensed partner compounding pharmacies; and
• An e-commerce store offering practitioner-selected supplements, skincare, topical products, and wellness items.

Access to the Platform does not guarantee eligibility for treatment or a prescription. A consultation does not guarantee that a prescription will be issued. Purchases from the Thrivix Store are separate from clinical services and do not form part of any prescribed treatment plan unless specifically recommended during a consultation.

Ongoing treatment depends on clinical suitability, pathology results, follow-up assessments, and compliance with all legal and regulatory requirements. The Clinic may require in-person review, additional testing, identity verification, or communication with your regular GP or specialist where clinically or legally appropriate.

Medicines and Pharmacy Services

• All prescription medicines (including compounded products) are supplied by our designated pharmacy partners.
• The Clinic does not dispense or supply medicines directly.
• A consultation does not guarantee a prescription will be issued.
• Compounded medicines may differ from TGA-registered medicines and are prepared under specific exemptions.
• You are responsible for reviewing the pharmacy’s dispensing information and confirming delivery details.
• The pharmacy is responsible for compounding, dispensing, and delivery in accordance with Australian regulations.
• Evermed provides the payment processing, order management, and patient portal technology only. Our pharmacy partner (IWG) is solely responsible for the compounding, dispensing, and supply of all prescribed medications. Neither Evermed nor the pharmacy partner provides medical advice.

No Emergency Services

Our Services are not intended for medical emergencies. If you require urgent medical attention, please call emergency services at 000 or visit the nearest emergency department. THRIVIX is not liable for delays in seeking emergency care

If our staff identify immediate risks to an individual’s welfare, they may notify emergency services at their discretion.

Our Services are not a replacement for your primary healthcare provider. You should continue routine care with your community healthcare practitioners.

Eligibility

To access our treatment services, you must:

• Be at least 18 years of age.
• Reside in Australia with a valid Australian residential address.
• Provide proof of identity, age, and Australian address when requested.
• Have capacity to provide informed consent (or be represented by a legally authorised representative).

Meeting these criteria does not guarantee acceptance into any treatment program. Final decisions rest with our healthcare practitioners based on clinical assessment and regulatory requirements.

Your Obligations and Responsibilities

By using our Services, you agree to:

• Provide accurate, complete, and up-to-date medical and personal information.
• Verify at least three identifiers during consultation (full name, date of birth, and residential address) … Photo ID etc
• Attend scheduled consultations and notify us in advance if you are unable to do so.
• Attend scheduled consultation in a private, secure setting where conversations cannot be overheard.
• Authorise us to share necessary prescription details with pharmacies and other partners to facilitate your treatment.
• Comply with all applicable laws and regulations, including those related to the use of prescription-only medicines.
• Follow the prescribed treatment plans.
• Promptly report any adverse reactions from the medicine to our clinic.

Accurate Information

You are responsible for ensuring that all information you provide is accurate and up to date. Failure to do so may affect our ability to provide Services and may result in suspension or termination of your access to our Services.

Appropriate Use

You agree not to:

• Engage in fraudulent or unlawful activity.
• Mislead or deceive our Staff, partners, or any other individuals or entities associated with our Services.
• Use language or engage in conduct that is abusive, threatening, harassing, discriminatory, or otherwise offensive towards our Staff, partners, suppliers, or other users.
• 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 for this arrangement. To nominate an Authorised Representative, please contact us directly for the necessary forms and procedures.

Payment of Fees

To ensure clarity and transparency regarding our fee structure, please review the following:

1. Clinic Services (Consultations)

• All consultation fees are payable in full at the time of booking via our secure payment system.
• Fees cover the telehealth consultation services provided by our healthcare practitioners only.
• Consultation fees do not include the cost of any prescribed medications, blood tests, or product purchases.

2. Blood Tests

• Blood test fees are payable directly by you to iMedical at the time of ordering through their secure platform.
• These fees cover the collection and laboratory processing arranged by iMedical.
• Results are sent directly to you by iMedical.
• Your Thrivix practitioner will access your results via secure login to the iMedical platform for review and discussion during consultations.
• No blood test fees are collected or processed by Thrivix.

3. Products Purchased from the THRIVIX Store

• All product prices (including supplements, skincare, or other goods) are displayed on the THRIVIX Store at the time of purchase and include GST where applicable.
• Product purchases are payable in full at checkout via our secure payment processor.
• Shipping, handling, and delivery charges (if applicable) are calculated and displayed during checkout.
• All store purchases are subject to our Refund Policy and the terms displayed on the product pages.

4. Prescribed Medications and Delivery Costs

• The cost of prescribed medications (including compounded products) and associated delivery fees are separate from consultation fees.
• Prescriptions are issued electronically via our Clinic Management System (Halaxy). The electronic prescription is automatically forwarded to Evermed, our integrated payment and order-management platform.
• You will be directed to the secure Evermed patient portal to complete payment for the medication and delivery fees. Evermed processes these payments on our behalf.
• Once payment is confirmed, Evermed forwards the prescription and order to our designated pharmacy partner (IWG) for compounding, fulfilment, and cold-chain delivery.
• You will receive order confirmation, estimated delivery timeframes, and tracking details through the Evermed patient portal.
• Thrivix facilitates the overall prescription and ordering process for your convenience. However, the actual dispensing, supply of medication, and delivery remain the responsibility of the pharmacy partner and delivery provider in accordance with their terms and Australian regulations.

5. General Payment Terms

• We accept payments through secure third-party processors (your payment details are not stored by THRIVIX).
• Consultation fees are quoted exclusive of GST (GST will be added at checkout where applicable).
• Store product prices are quoted inclusive of GST (as displayed on the Thrivix Store).
• Blood tests and prescribed medications are handled by third-party providers; their fees include GST where applicable (paid directly to them).
• We reserve the right to change fees and pricing at any time, but changes will only apply to future bookings, orders, or purchases.
• By completing a booking or purchase, you agree to pay the displayed fees in full.

6. Refund Policy

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, statutory right, or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified.

Refunds apply differently to Clinic Services (consultations), Prescribed Medications (processed via Evermed), and products purchased from the THRIVIX Store. See below:

Prescribed Medications and Evermed Orders

• All prescribed medications (including compounded products) and associated delivery fees are processed through our integrated partner, Evermed.
• Once a prescription has been dispensed and shipped by our pharmacy partner (IWG), returns are not accepted. Risk and title in the medication pass to you upon delivery (including temperature-sensitive items).
• We do not accept returns or refunds for change of mind on prescribed or compounded medications.
• Requests to cancel an order before dispatch, or to seek a refund where an order is rejected or cancelled prior to dispatch, must be submitted via the Evermed patient portal or by contacting Thrivix directly.
• Thrivix is responsible for processing approved refunds to patients. Refunds (where approved under Australian Consumer Law or our policies) will be issued to the original payment method within 10 business days. Delivery fees are generally non-refundable.
• Any issues with medication quality, damage, or major failure under the Australian Consumer Law should be reported to us promptly with supporting details.

Refunds for Consultation Fees

Refunds for consultation fees are available under the following conditions:

• Appointment Cancellation by Clinic: If we cancel an appointment and are unable to reschedule it within a reasonable timeframe.
• Service Unsatisfactory: If, during the consultation, the practitioner is unable to provide meaningful clinical advice or the consultation is materially disrupted (e.g., due to technical failure on our end that prevents proper assessment), and the issue cannot be reasonably resolved during or immediately after the session.
• Refunds are at the discretion of THRIVIX and will be assessed on a case-by-case basis. Refunds are not available for change of mind, dissatisfaction with clinical advice, diagnosis, or treatment recommendations, or where the patient does not follow pre-consultation instructions (e.g., providing required pathology results).
• Processing: Refunds will be processed to the original payment method within 10 business days of approval.
• No refunds are available for blood test or pathology fees, as these are paid directly to the third-party laboratory (iMedical) and are not processed or collected by Thrivix.

Refunds or Returns for Products

Refunds or returns for products (including supplements, skincare, or other goods) are available under the following conditions:

• Faulty, Damaged, or Incorrect Products: If a product is faulty, damaged upon delivery, or not as described, you are entitled to a repair, replacement, or refund under Australian Consumer Law. Contact us within 30 days of receipt with photos and a description of the issue.
• Change of Mind: We do not offer refunds for change of mind on products. All sales are final unless the product is faulty or incorrect.
• Non-Returnable Items: Products that have been opened, used, or tampered with (for hygiene/safety reasons) are not eligible for return or refund unless faulty.
• Processing: Approved refunds will be processed to the original payment method within 10 business days. Return shipping costs are your responsibility unless the issue is our fault.

7. Cancellation and Rescheduling Policy

Patient-Initiated Cancellations:

• Cancellations made more than 48 hours before the scheduled appointment time will receive a full refund or the option to reschedule without penalty.
• Cancellations made within 48 hours of the scheduled appointment time may incur a cancellation fee equivalent to 50% of the consultation fee.

No-Show Policy:

• Failure to attend a scheduled appointment without prior notice will result in the forfeiture of the full consultation fee.

8. Late Arrivals for Telehealth Appointments

Punctuality is essential for the effective delivery of our telehealth services. If you join your telehealth appointment late, we will make reasonable efforts to accommodate you; however, the session may need to be shortened to conclude at the originally scheduled time, and the full consultation fee will still apply. If you are more than 15 minutes late, the appointment may be considered a no-show, necessitating rescheduling and the application of our no-show policy. To ensure a smooth experience, please log in to your telehealth session a few minutes before the scheduled start time to address any potential technical issues.

By adhering to these payment policies, we aim to provide a fair and efficient service to all our patients. If you have any questions or require further clarification, please do not hesitate to contact our administrative team.

Complaints and Dispute Resolution

At THRIVIX, we are committed to delivering high-quality healthcare products & services. We value all feedback as an opportunity to improve. If you have a complaint or concern about any aspect of our Services, we encourage you to follow the process outlined below.

1. Informal Resolution

We encourage you to raise any concerns directly with our administrative team at the earliest opportunity. Informal resolution can often be achieved promptly through open communication. You may contact us by through the contact form available on our website.

2. Formal Complaint Procedure

If your concern cannot be resolved informally, you may submit a formal complaint in writing. Please include:

• Your full name and contact details;
• A clear description of the issue;
• Any relevant supporting documentation;
• The outcome you are seeking.

Complaints should be submitted via email to our designated complaints officer at [email protected]. We will acknowledge receipt of your complaint within five (5) business days and aim to provide a written response within 14 calendar days. If more time is needed, we will keep you informed of the progress and reasons for any delay.

All formal complaints are handled in accordance with our internal complaints management policy and are treated with confidentiality, fairness, and without prejudice.

3. Escalation to External Bodies

If you are not satisfied with our response or believe the issue requires independent review, you may escalate your complaint to an appropriate external regulatory body. These may include:

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

We will fully cooperate with any investigations or proceedings conducted by these bodies.

4. Alternative Dispute Resolution

If a complaint remains unresolved following the formal process or escalation to an external body, both parties agree to make genuine efforts to resolve the dispute through alternative dispute resolution (ADR) before commencing legal proceedings (except where urgent interim relief is required).

The ADR process includes the following steps:

• Good Faith Negotiation: Within 10 business days of receiving written notice of an unresolved dispute, both parties will engage in direct discussions and attempt to reach a resolution within 20 business days.
• Mediation: If the dispute is not resolved through negotiation, either party may refer the matter to mediation within 10 business days of the negotiation period ending. Mediation must be initiated through a recognised body such as the Resolution Institute and conducted in accordance with its Mediation Rules. Each party will bear its own legal costs and share the mediator’s fees equally. Mediation should be completed within 30 calendar days of its initiation, unless otherwise agreed in writing.

Nothing in this clause prevents either party from seeking urgent interlocutory or injunctive relief from a court where necessary.

Termination of Services

The Clinic may refuse, pause, or cease providing Services where clinically indicated, where the patient is non-compliant with monitoring requirements, or where legal or regulatory obligations require it.

We reserve the right to suspend or terminate your access to our Services under the following circumstances:

• Breach of Terms: If you violate any provision of these Terms and fail to remedy the breach within five business days after receiving written notice from us.
• Unlawful or Prohibited Use: If you engage in activities that are fraudulent, illegal, or prohibited under these Terms, including but not limited to:
  • Misrepresentation of personal information.
  • Unauthorised use of our Platform or Services.
  • Violation of applicable laws or regulations.
• Misuse of Services: If you misuse our Services in a manner that disrupts our operations or harms other users, including but not limited to:
  • Attempting to interfere with the security or functionality of our Platform.
  • Engaging in abusive or threatening behaviour towards our Staff, partners, or other users.
• Legal Requirements: If required to do so by law or in response to a valid legal process.

Notice of Termination

In the event of suspension or termination, we will provide you with written notice outlining the reason(s) for such action and the effective date. Notice will be sent to the email address associated with your account.

Effect of Termination

Upon termination of your access to our Services:

• All rights granted to you under these Terms will cease immediately.
• You must discontinue all use of our Services and Platform.
• Any outstanding fees or charges will become immediately due and payable.
• We reserve the right to delete or deactivate your account and all related information, subject to our data retention policies and applicable laws.

Survival of Terms

Provisions of these Terms that, by their nature, should survive termination will remain in effect, including but not limited to:

• Payment obligations.
• Intellectual property rights.
• Limitation of liability.
• Indemnity clauses.

Intellectual Property

All content available on our Platform, including but not limited to text, images, graphics, logos, videos, software, and digital materials (collectively referred to as “Content”), is the exclusive property of the Clinic or its licensors and is protected by Australian and international intellectual property laws.

Prohibited Actions

• You must not reproduce, distribute, modify, transmit, display, perform, publish, license, create derivative works from, or sell any Content without prior written consent from Clinic.
• You must not use any Content for commercial purposes or public display without explicit permission.
• You must not remove or alter any copyright, trademark, or other proprietary notices from the Content.
• You must not use any automated tools or methods to access, acquire, copy, or monitor any portion of the Platform or Content.

Trademarks

All trademarks, service marks, and logos displayed on the Platform are the property of the Clinic or their respective owners. Use of these marks without prior written consent is strictly prohibited.

Third-Party Content

Our Platform may include content provided by third parties, including materials provided by other users, bloggers, and third-party licensors. All statements and opinions expressed in these materials, and all articles and responses to questions and other content, other than the Content provided by the Clinic, are solely the opinions and the responsibility of the person or entity providing those materials. These materials do not necessarily reflect the opinion of the Clinic. We are not responsible, or liable to you or any third party, for the content or accuracy of any materials provided by any third parties.

Reporting Intellectual Property Infringements

If you believe that any Content on our Platform infringes upon your intellectual property rights, please contact us promptly with detailed information so that we can investigate and address the issue appropriately.

Privacy Policy

Our Privacy Policy outlines how we collect, use, and protect your personal information. By using our Services, you consent to our data practices as detailed in our Privacy Policy.

Limitation of Liability & Indemnity

Your Consumer Rights

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, statutory right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Platform and General Information

We aim to provide a reliable Platform, but we do not guarantee it will always be available, error-free or uninterrupted. Information on our Platform is general in nature and is not a substitute for personalised medical advice. Clinical advice is only provided during consultations with our Healthcare Practitioners.

Clinical Services

Our Healthcare Practitioners exercise independent clinical judgment at all times. Using our Services does not guarantee that you will receive a prescription, treatment or a specific outcome. All decisions are based on clinical suitability, legal requirements and the information you provide.

Third-Party Providers

We work with third parties such as pharmacies, pathology providers, payment processors and technology providers. To the extent permitted by law, we are not responsible for delays, errors or issues caused by these third parties where they are outside our control.

Limitation of Liability

To the extent permitted by law, we are not liable for any indirect or consequential loss, including loss of profits, revenue or data. Where liability cannot be excluded, our total liability to you is limited to the amount you paid for the relevant Services in the 12 months before the issue arose.

Liability We Do Not Exclude

Nothing in these Terms limits liability for:

• rights that cannot be excluded under law;
• fraud, wilful misconduct or gross negligence;
• personal injury or death caused by negligence (where applicable);
• breaches of privacy or confidentiality (where required by law).

Your Responsibilities

You are responsible for:

• providing accurate and complete information;
• following medical advice and prescription instructions;
• seeking urgent care where needed;
• informing us of any side effects or issues.

Indemnity

You agree to compensate us for losses we suffer as a result of:

• your breach of these Terms;
• your unlawful or improper use of our Services;
• information you provide that is false or misleading. This does not apply where the loss is caused by our negligence or breach of law.

Survival

This clause continues to apply after your use of our Services ends.

Amendments to Terms and Conditions

We reserve the right to amend these Terms and Conditions at any time. All amendments will become effective upon publication on our Platform or upon notification to you through other appropriate means. We will strive to notify you of any significant changes to these Terms by providing notice through our Platform, via email, or other reasonable methods. It is your responsibility to review the Terms regularly to stay informed of any changes. By continuing to access or use our Services after any amendments become effective, you agree to be bound by the updated Terms. If you do not agree to the amended Terms, you must discontinue your use of our Services immediately.

Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any disputes arising from or in connection with these Terms or the use of our Services will be subject to the exclusive jurisdiction of the courts of Victoria. By using our Services, you irrevocably submit to the jurisdiction of these courts.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision will be deemed severed from these Terms, and the remaining provisions will continue in full force and effect. The invalidity of any provision will not affect the validity of the remaining provisions, which will remain binding and enforceable.

Entire Agreement

These Terms, together with our Privacy Policy and any other documents expressly incorporated by reference, constitute the entire agreement between you and THRIVIX regarding your use of our website and Services. This agreement supersedes all prior and contemporaneous understandings, agreements, representations, and warranties, both written and oral, regarding such subject matter. You acknowledge that you have not relied on any statement, representation, or warranty not expressly set out in these Terms.

By using our Services, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.