Legal

Terms & Conditions

Terms and conditions governing your use of our services.

Effective Date: 13 March 2026

Welcome to Chillin Labs Pty Ltd ("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.

1. 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.

2. Our Services

Chillin Labs is a telehealth platform that connects patients with independently practising Australian-registered healthcare practitioners. We are not a general practice, specialist medical clinic, or hospital. We do not provide primary care or ongoing GP services.

The Clinic facilitates:

Initial and follow-up telehealth consultations with qualified, AHPRA-registered healthcare professionals.
Clinical assessment for the purpose of determining prescription suitability.
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 circumstances to determine the appropriateness of treatment. Where applicable, prescriptions may be issued under frameworks including the TGA Special Access Scheme or Authorised Prescriber pathway. This process is conducted in adherence to Australian laws and regulations, including relevant requirements of the Therapeutic Goods Administration (TGA) and applicable state or territory health authorities.

No outcome is guaranteed. Treatment responses vary between individuals. Our Healthcare Practitioners will discuss expected outcomes, known risks, and individual variation with you before and during your treatment.

3. No Emergency Services

Our Services are not intended for medical emergencies. We do not provide emergency, urgent-care, or after-hours acute services, and our messaging and consultation channels are not monitored for urgent clinical matters.

If you are experiencing a medical emergency, a serious side effect, or any life-threatening symptom, call 000 immediately, or attend your nearest hospital emergency department. For urgent but non-life-threatening concerns outside our response times, contact your general practitioner, a local after-hours clinic, or healthdirect on 1800 022 222.

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.

4. Telehealth Limitations

By engaging our Services, you acknowledge and accept the following limitations inherent to remote telehealth care:

No physical examination: Our Healthcare Practitioners cannot physically examine you, take your vital signs (for example, heart rate, blood pressure, or temperature) in person, or perform hands-on procedures. Assessments rely on information you provide, imagery you upload, and, where required, pathology results and take-home measurement tools.
Reliance on patient-provided information: Clinical decisions are made based on the information you provide. Incomplete, inaccurate, or outdated information may materially affect the appropriateness of any recommendation or prescription. You are responsible for the accuracy and completeness of the information you supply.
Technology failures: Telehealth depends on third-party video, messaging, payment, and scheduling platforms. Internet outages, equipment failure, software errors, or platform limitations may delay or disrupt consultations. Where a consultation cannot proceed due to a technology failure on our side, we will reschedule at no additional cost.
Referral to in-person care: If, during assessment or treatment, our Healthcare Practitioner considers that in-person examination, imaging, or hands-on care is clinically required, they will refer you to an appropriate in-person provider. Following that referral is your responsibility.

5. Identity Verification

For prescribing safety, regulatory compliance, and fraud prevention, we are required to verify your identity before issuing a prescription or supplying a Medicine. You agree:

to provide valid, government-issued photo identification on request, and to confirm your identity during a telehealth consultation;
to provide accurate name, date of birth, residential address, Medicare number (where relevant), and contact details;
that we may refuse to provide Services, decline to issue a prescription, or suspend your account if we are unable to verify your identity to a reasonable standard, or if we reasonably suspect fraudulent activity or impersonation;
that identity verification is performed remotely and is inherently less robust than in-person verification; our practitioners and staff act in good faith on the information and identification you supply.

You must not use our Services on behalf of another person unless you are a legally authorised representative and have provided supporting documentation to us.

6. Informed Consent

Informed consent is central to our Services. Before any protocol is commenced:

your Healthcare Practitioner will explain, in terms you can reasonably understand, the nature of the proposed treatment, the expected benefits, the known risks and side effects, material alternatives (including the option of no treatment), and the likely range of outcomes;
you will be asked to confirm, in writing or through a documented consultation, that you understand what has been explained and consent to proceed;
you may ask questions, request additional information, or take time to consider before consenting.

Your consent is specific to the treatment discussed. Any material change to your protocol (for example, a different class of medicine, a significantly higher dose, or a new route of administration) requires a fresh, specific consent. General consent to use our Services, or acceptance of these Terms, is not a substitute for protocol-specific clinical consent.

You may withdraw consent at any time, for any reason, by notifying your practitioner or our care team. Withdrawal of consent does not affect the validity of treatment already provided or of payments already lawfully incurred. Where safe cessation requires tapering or managed discontinuation, your practitioner will discuss this with you before the withdrawal takes effect.

7. Continuity of Care

Our Services supplement — they do not replace — your relationship with a general practitioner (GP) or other primary healthcare provider. As a condition of using our Services, you agree:

to maintain a relationship with a regular GP or primary care provider and to continue routine, preventative, and unrelated care with them;
to inform your GP and any other treating clinicians that you are engaging a Chillin Labs protocol, and to share with them any medication, dosing, or clinically relevant information we provide;
to authorise us, where you have asked us to, to send relevant clinical information to your nominated GP or treating clinician to support coordinated care;
to disclose to us any concurrent treatments, medications, or supplements prescribed by other providers, so that our practitioners can safely assess interactions;
to attend in-person medical care where that is clinically required, including in the event of a serious adverse reaction or medical emergency.

We are not able to provide ongoing management of conditions outside the scope of the protocol you have engaged us for. Conditions unrelated to your protocol should be managed by your GP or a suitably qualified provider.

8. Supply Chain & Pharmacy

Where a protocol results in a prescription, Medicine is dispensed and supplied by an independent, licensed Australian pharmacy, not by Chillin Labs. Delivery is arranged by the pharmacy or its nominated courier.

The dispensing pharmacy is responsible for dispensing the correct Medicine against the prescription issued, for pharmacy-standard labelling and packaging, and for the quality of the Medicine it supplies.
The pharmacy or its courier is responsible for delivery, including handling, tracking, and any delivery failures caused by courier error.
Indicative dispatch timeframes published on our website (for example, approximately 5–10 business days for compounded or sterile preparations) are estimates only. Timeframes may vary based on pharmacy workload, stock availability, compounding requirements, and courier delays, none of which we control.
Chillin Labs is not the supplier of the Medicine under Australian Consumer Law and does not accept liability for dispensing errors, labelling errors, product defects, cold-chain failures, or delivery failures attributable to the pharmacy or its courier. Your rights against the pharmacy under the ACL and health law are unaffected by this clause.
If you believe a Medicine has been incorrectly dispensed, damaged in transit, or is otherwise defective, stop using it immediately and contact both the dispensing pharmacy and our care team. We will coordinate with the pharmacy to investigate and support appropriate remediation.

9. Assessment

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

Age Requirement: You must be at least 18 years old.
Residency Status: You must reside in Australia and possess a valid Australian residential address.
Personal Use: You must utilise our services for yourself unless you are legally authorised to act on behalf of another individual. In such cases, appropriate legal documentation confirming your authority will be required.
Consent to Treatment: You must provide informed consent for the proposed treatment plan, acknowledging the potential benefits and risks involved.

Please note that meeting these assessment 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.

10. 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 are unable to do so.
Authorise us to share necessary prescription details with pharmacies and other partners to facilitate your treatment.
Comply with all applicable laws and regulations.
Follow the prescribed treatment plans.
Promptly report any adverse reactions to Medicine to us.

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.

11. Payment of Fees

Consultation Fees

All consultation fees are payable in full at the time of booking.
These fees cover the consultation services provided by our healthcare practitioners and do not include the cost of any prescribed medications or their delivery.

Medication and Delivery Costs

The cost of prescribed medications and their delivery are separate expenses.
Arrangements for the purchase and delivery of medications should be made directly through the designated pharmacy.

Refund Policy

Nothing in these Terms limits or excludes any rights you have under the Australian Consumer Law (ACL), including consumer guarantees that cannot be excluded by contract. Where a consumer guarantee applies, we will provide a remedy consistent with our obligations under the ACL.

In addition to your ACL rights, refunds for consultation fees are available in the following circumstances:

Service Inappropriateness: If our healthcare practitioner determines that our services are not clinically appropriate for your individual circumstances.
Appointment Cancellation by Clinic: If we cancel an appointment and are unable to reschedule it within a reasonable timeframe.

Refunds will be processed to the original payment method within a reasonable timeframe.

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.

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.

12. Complaints and Dispute Resolution

Informal Resolution

We encourage you to raise any concerns directly with our administrative team at the earliest opportunity. You may contact us by email, phone, or through the contact form available on our website.

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 [email protected]. We will acknowledge receipt of your complaint within five (5) business days and aim to provide a written response within 30 calendar days.

Escalation to External Bodies

If you are not satisfied with our response, you may escalate your complaint to:

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
Health Complaints Commissioner (Victoria) — hcc.vic.gov.au | 1300 582 113
Health Care Complaints Commission (NSW) — www.hccc.nsw.gov.au | 1800 043 159
Your relevant state or territory health complaints body if you are located outside Victoria or NSW.

Alternative Dispute Resolution

If a complaint remains unresolved, 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 good faith negotiation and, if needed, mediation through a recognised body such as the Resolution Institute.

13. Termination of Services

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.
Misuse of Services: If you misuse our Services in a manner that disrupts our operations or harms other users.
Legal Requirements: If required to do so by law or in response to a valid legal process.

Upon termination, all rights granted to you under these Terms will cease immediately, any outstanding fees will become immediately due and payable, and we reserve the right to deactivate your account subject to our data retention policies.

14. Intellectual Property

All content available on our Platform, including 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, transmit, display, publish, license, create derivative works from, or sell any Content without prior written consent from the Clinic. All trademarks, service marks, and logos displayed on the Platform are the property of the Clinic or their respective owners.

15. 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.

16. Limitation of Liability & Indemnity

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (ACL) or any other law that cannot lawfully be excluded, restricted, or modified by agreement. This includes, without limitation, the consumer guarantees that services will be rendered with due care and skill, that services will be fit for any specified purpose, and that services will be supplied within a reasonable time.

Where a consumer guarantee under the ACL applies and we have failed to comply with it, our liability is limited (to the extent permitted by law) to, at our option, re-supplying the Services, or paying the cost of having the Services re-supplied.

Subject to the paragraphs above, and to the maximum extent permitted by law, we are not liable for any indirect, incidental, consequential, special, exemplary, or punitive loss or damage, or for any loss of profit, revenue, data, goodwill, or opportunity, arising in connection with the Services — whether in contract, tort (including negligence), or otherwise. Nothing in this clause limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot lawfully be excluded.

Our Healthcare Practitioners are independently registered professionals accountable under AHPRA and their relevant professional registration boards. Each practitioner exercises independent clinical judgment. The Clinic does not override, direct, or guarantee the clinical decisions of its practitioners.

The 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 a qualified healthcare provider with any questions you have about your medical condition.

You agree to indemnify, defend, and hold harmless Chillin Labs Pty Ltd, its officers, directors, employees, agents, and affiliates from and against any claims, damages, liabilities, costs, or expenses arising from your misuse of our Services, your breach of these Terms, or your violation of any applicable laws or regulations. This indemnity does not apply to the extent that the claim arises from our negligence, wilful misconduct, or breach of a non-excludable ACL consumer guarantee.

17. Amendments to Terms and Conditions

We reserve the right to amend these Terms and Conditions at any time. We will provide reasonable notice of material changes — for example, by updating the effective date displayed at the top of this page or by notifying you via email. It is your responsibility to review the Terms regularly. By continuing to use our Services after any amendments become effective, you agree to be bound by the updated Terms.

18. 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 will be subject to the exclusive jurisdiction of the courts of Victoria.

19. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, such provision will be deemed severed from these Terms, and the remaining provisions will continue in full force and effect.

20. Entire Agreement

These Terms, together with our Privacy Policy and any other documents expressly incorporated by reference, constitute the entire agreement between you and the Clinic regarding your use of our website and Services.

21. Contact Us

If you have questions about these Terms, please contact us:

Email: [email protected]
Phone: 0466 011 083

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