Chapter Health Pty Ltd — Terms & Conditions (Australia)

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Effective date: 23 October 2025
Last updated: 23 October 2025

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These Terms & Conditions (“Terms”) govern your access to and use of the Chapter Health website, forms, and platform services (“Platform”).

By accessing or using the Platform, you agree to these Terms.

If you have questions, contact hello@mychapter.com.au.

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1) Who we are (Platform, not a clinic)

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Chapter (“Chapter Health”, “we”, “our”, “us”) is a digital platform, not a medical clinic. We coordinate the digital experience (onboarding, scheduling, messaging, payment for platform fees, and patient journey management) and connect you with independent healthcare providers, pathology partners, and partner pharmacies.

• Clinical services are delivered by independent, appropriately qualified clinicians who are responsible for their own professional advice and care.
• Pathology services are provided by independent laboratories.
• Medications are dispensed and paid for directly via partner pharmacies (Chapter Health does not take payment for medicines).

Nothing on the Platform is medical, diagnostic, or treatment advice. Always follow the advice of your treating clinician.

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2) Eligibility & accounts

• You must be 18 years or older and located in Australia to use the Platform.
• You are responsible for maintaining the confidentiality of your login and for all activity under your account.
• You must provide accurate, current, and complete information and update it as needed.

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3) Your use of the Platform

You agree to use the Platform lawfully and not to:

• upload or transmit anything unlawful, misleading, harmful, defamatory, or infringing;
• interfere with or disrupt the Platform, security features, or other users’ access;
• attempt to access accounts or data not belonging to you;
• use bots, scraping, or reverse engineering except as permitted by law;
• impersonate another person or misrepresent your affiliation.

We may monitor use to protect security, quality, and compliance.

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4) Health content & emergencies

• Information on the Platform is general in nature and not a substitute for professional medical advice, diagnosis, or treatment.
• If you have a medical emergency, call 000 or seek urgent care. The Platform is not an emergency or crisis service.

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5) Independent clinicians & professional judgement

• Any clinical consultation, diagnosis, treatment decision, prescription, or referral is solely the responsibility of the independent clinician.
• Chapter Health does not control, direct, or supervise clinical judgement and is not responsible for clinical outcomes or advice.
• There is no guarantee you will receive a prescription, referral, treatment plan, or particular health outcome.

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6) Pathology, prescriptions & pharmacies

• Pathology requests, test interpretation, and prescribing are determined by clinicians in their professional judgement.
• Some medicines (including compounded products) may not be evaluated by the TGA for safety, quality, or efficacy; appropriateness is determined by your clinician and dispensing pharmacy.
• Medication payments are handled by the dispensing pharmacy under their own terms; delivery timeframes and aftercare queries relating to a dispensed medicine should be directed to that pharmacy.

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7) Fees, billing & cancellations

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7.1 Platform fees

• We may charge one-off assessment fees and/or subscription fees for access to Platform features and services that are not clinical care (e.g. onboarding, coordination, messaging, digital tools).
• Prices are shown at the point of purchase and may change from time to time. Taxes (e.g. GST) will be applied as required.

7.2 Payment processing

• Platform payments are processed by our third-party payment provider (e.g. Stripe). We do not store full card numbers.
• You authorise us and our payment provider to charge your selected payment method for fees when due, including recurring subscription charges unless you cancel.

7.3 Subscriptions, renewals & cancellation

• Subscription plans (if offered) renew automatically each billing cycle unless cancelled before the renewal date.
• You can cancel at any time via your account or by contacting us. Cancellation takes effect at the end of the current billing period (no partial refunds for unused time unless required by law).

7.4 Consult cancellations & no-shows

• You may reschedule or cancel a booked consult at least 24 hours before the appointment time to avoid a fee.
• Late cancellations or no-shows may incur a fee as displayed at booking.

7.5 Refunds & Australian Consumer Law

• Nothing in these Terms limits your rights under the Australian Consumer Law (ACL). Where services are not supplied with due care and skill or as required by the ACL, you may be entitled to a remedy.
• To the extent permitted by law, refunds for change-of-mind are not available.

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8) Beta features & changes

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We may offer beta or early-access features that are experimental and subject to change. We may modify, suspend, or discontinue any feature or the Platform (in whole or part) at any time.

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9) Privacy

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Your personal information is handled in accordance with our Privacy Policy (available on our site), which explains how we collect, use, disclose, and protect personal and health information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and—where applicable in NSW—the HRIP Act 2002 (NSW). By using the Platform, you acknowledge our Privacy Policy.

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10) Electronic communications & records

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You consent to receive communications electronically (e.g. email, SMS, in-app) about your account, bookings, reminders, and Platform updates. You can manage marketing preferences at any time.

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11) Third-party services

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The Platform integrates with third-party services (e.g. video consults, labs, e-scripts, pharmacies, payments, messaging, hosting). Your use of those services may be subject to their own terms and privacy policies. We are not responsible for third-party services we do not control.

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12) Intellectual property

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All content on the Platform (including text, graphics, logos, icons, images, software, and design) is owned by or licensed to Chapter Health and protected by IP laws.

• You are granted a limited, revocable, non-transferable licence to access and use the Platform for personal, non-commercial purposes.
• You must not copy, modify, distribute, frame, or create derivative works without our prior written consent, except as permitted by law.

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13) Warranties, disclaimers & liability

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13.1 What we promise

We will provide the Platform with reasonable care and skill. If we do not, you may have rights under the ACL.

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13.2 What we don’t promise

Except for non-excludable guarantees under the ACL, the Platform is provided “as is” and “as available”. We do not warrant that it will be uninterrupted, timely, secure, error-free, or free of viruses.

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13.3 Limitation of liability

Nothing in these Terms excludes, restricts, or modifies consumer guarantees under the ACL.
To the maximum extent permitted by law, our liability for any claim relating to the Platform is limited to:

• re-supplying the services, or
• paying the cost of re-supplying the services.

Chapter is not liable for:

• clinical advice, decisions, prescriptions, or outcomes (these are the responsibility of independent clinicians);
• acts or omissions of pathology partners or pharmacies;
• indirect, incidental, special, or consequential loss; or
• loss of data arising from your failure to keep backups or maintain account security.

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14) Indemnity

You indemnify Chapter Health (and our officers, employees, and contractors) from and against losses, costs, and liabilities arising from your:

• breach of these Terms;
• unlawful or negligent use of the Platform;
• infringement of third-party rights; or
• misuse of the Platform (including unauthorised access using your credentials),
  except to the extent caused by our breach or negligence.

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15) Complaints & regulatory bodies

If you have a Platform or service complaint, contact hello@mychapter.com.au and we’ll work to resolve it promptly.

For clinical care concerns in NSW, you may contact the Health Care Complaints Commission (HCCC). For privacy concerns, you may contact the Office of the Australian Information Commissioner (OAIC). Details are in our Privacy Policy.

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16) Suspension & termination

We may suspend or terminate your access if we reasonably believe you have breached these Terms, engaged in fraud, or pose a security or legal risk. You may stop using the Platform at any time.

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17) Changes to these Terms

We may update these Terms from time to time. The effective date above shows the latest version. If changes are material, we’ll provide reasonable notice (e.g. via the Platform or email). Your continued use after changes take effect constitutes acceptance.

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18) General

• Governing law: These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of NSW courts.
• Severability: If any provision is invalid or unenforceable, it will be read down or severed; the remainder remains effective.
• Assignment: You may not assign your rights or obligations without our consent. We may assign or transfer our rights and obligations in connection with a restructure or sale.
• Entire agreement: These Terms, together with our Privacy Policy and any plan-specific terms at checkout, constitute the entire agreement between you and us regarding the Platform.

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19) Contact

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Chapter Health Pty Ltd
Email: hello@mychapter.com.au
Postal: Grosvenor Place, Level 15/225 George St, Sydney NSW 2000
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