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TERMS AND CONDITIONS

Last updated: 28 December 2025

INTRODUCTION

Primal Zone Pty Ltd (ACN 667 681 263) (we, us or our) provides a telehealth technology platform which connects you with medical practitioners for the assessment and, where appropriate, the treatment and management of conditions related to hormonal health (Platform).

These Terms and Conditions apply to your access and use of our Platform. By accessing or using our Platform, you agree to these Terms and Conditions. If you do not agree to these terms, please do not access or use our Platform.

YOUR ACCOUNT

To access and use our Platform, you must register an account (Account). When you register, we will ask you for your personal and health information. You agree that any information you provide during registration and any updates to it will remain accurate and complete.

You must keep your Account details (including your login and password) confidential and must not share them with any third party. You are responsible for all activity on your Account. If you become aware of any unauthorised access to your Account, you must notify us immediately.

OUR SERVICES

Our Platform enables you to:

• Complete online health assessments
• Access telehealth consultations with Australian-registered medical practitioners
• Receive prescriptions (where clinically appropriate)
• Order medications for delivery
• Access ongoing clinical support and monitoring

We do not provide medical advice directly. All medical decisions are made by independent, Australian-registered healthcare practitioners. Treatment is only provided where clinically appropriate and at the sole discretion of the prescribing practitioner.

ELIGIBILITY

• You must be at least 18 years of age
• You must be a resident of Australia
• You must provide accurate and complete information during registration
• You must have a valid Australian mobile phone number and email address
• You must not use our Platform if you are prohibited from receiving medical treatment

YOUR RESPONSIBILITIES

• Provide accurate and truthful health information
• Disclose all relevant medical history and current medications
• Follow medical advice and treatment plans as directed by your practitioner
• Attend scheduled consultations and respond to follow-up requests
• Report any adverse effects or concerns promptly to your practitioner
• Keep your Account credentials secure and confidential
• Not share prescribed medications with any other person
• Not use our Platform for any unlawful purpose

PATIENT CONDUCT & PROFESSIONALISM

Primal Zone is committed to providing a safe and respectful environment for our medical practitioners and staff. We maintain a zero-tolerance policy for behaviour that is antagonistic, aggressive, or abusive. This includes, but is not limited to, any form of harassment, threats, or intimidation via email, phone, or the Platform. If a patient is deemed to have violated these conduct standards, we reserve the right to immediately terminate their Account, cease treatment, and, where necessary, pursue legal action.

MEDICAL PRACTITIONERS

Medical practitioners who provide services through our Platform are independent healthcare providers. They are registered with AHPRA (Australian Health Practitioner Regulation Agency) and maintain appropriate professional indemnity insurance.

We do not employ the medical practitioners. Each practitioner makes independent clinical decisions about your care based on the information you provide and their professional judgment.

FEES AND PAYMENT

You agree to pay all fees associated with the services you request through our Platform. Fees are displayed in Australian Dollars (AUD) and include GST where applicable.

Consultation fees: Cover your telehealth appointment with a medical practitioner.

Pathology fees: Paid directly to the pathology provider.

Medication costs: Additional to consultation fees and payable when you order medications.

Payment is required at the time of service unless otherwise specified. We accept major credit cards and other payment methods as displayed on our Platform.

CANCELLATION AND REFUNDS

You may cancel a scheduled consultation with more than 24 hours notice for a full refund. Cancellations with less than 24 hours notice may not be eligible for a refund.

Once a consultation has taken place, consultation fees are non-refundable as the service has been provided.

Medications that have been dispensed and shipped cannot be returned or refunded due to health and safety regulations.

Please refer to our Refund Policy for full details.

INTELLECTUAL PROPERTY

All content on our Platform, including text, graphics, logos, images, software, and any other material (Content), is owned by us or our licensors and is protected by copyright, trademark, and other intellectual property laws.

You may not reproduce, distribute, modify, create derivative works from, publicly display, or otherwise use any Content without our prior written permission.

PRIVACY

We collect, use, and disclose your personal and health information in accordance with our Privacy Statement. By using our Platform, you consent to our collection and use of your information as described in our Privacy Statement.

LIMITATION OF LIABILITY

To the maximum extent permitted by law, we exclude all liability for any loss or damage arising from your use of our Platform, including (but not limited to):

• Any indirect, incidental, special, consequential, or punitive damages
• Any loss of profits, revenue, data, or goodwill
• Any reliance on information provided through our Platform

Our total liability for any claim arising from these Terms or your use of our Platform shall not exceed the amount you paid to us in the 12 months preceding the claim.

Nothing in these Terms excludes or limits any consumer guarantees or rights you may have under the Australian Consumer Law that cannot be excluded by law.

INDEMNITY

You agree to indemnify and hold us harmless from any claims, losses, damages, liabilities, costs, and expenses (including legal fees) arising from:

• Your use of our Platform
• Your breach of these Terms
• Your violation of any rights of another person
• Any inaccurate or incomplete information you provide

TERMINATION

We may suspend or terminate your access to our Platform at any time, without notice, if we believe you have breached these Terms or for any other reason.

You may close your Account at any time by contacting us. Closing your Account does not affect any rights or obligations that arose before termination.

GOVERNING LAW

These Terms are governed by the laws of New South Wales, Australia. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of New South Wales.

CHANGES TO THESE TERMS

We may update these Terms from time to time. We will notify you of significant changes by email or through our Platform. Your continued use of our Platform after changes are posted constitutes acceptance of the updated Terms.

CONTACT US

For questions about these Terms and Conditions, please contact us:

Primal Zone Pty Ltd
Email: ignite@primalzone.com.au
Phone: 1800 774 625