Prescription Terms & Conditions

Gro Clinics (Online) Pty Ltd operates Gro Clinics' Prescription Haircare service, an online telehealth platform providing prescription hair loss treatment services (PHC) to patients in Australia.

Through our platform, we provide:
• access to telehealth consultations with AHPRA-registered Doctors and Nurse Practitioners (Treating Practitioners)
• transmission of clinically appropriate prescriptions to our partner compounding pharmacies (Partner Pharmacies) for dispensing
• a subscription service that enables ongoing access to treatment, practitioner support, and prescription renewals

We are not a pharmacy. We do not compound, dispense, store or ship medication. All dispensing is the sole responsibility of our Partner Pharmacies.

By booking a consultation, creating an account, or starting a subscription, you confirm that you have read, understood and agree to these Terms. If you do not agree, you must not use our services.

We may update these Terms from time to time. Updated Terms take effect when published on our website. Your continued use of our services after that date means you accept the updated Terms.

Our services are available to individuals who:
• are 18 years of age or older
• are located in and accessing the service within Australia
• are capable of entering a legally binding agreement
• agree to these Terms and our Privacy Policy

The consultation

When you book a telehealth consultation, you enter into a practitioner-patient relationship directly with the Treating Practitioner who consults you. We are not a party to that clinical relationship.

Treating Practitioners operate with full clinical independence and are solely responsible for the healthcare services they provide, including their compliance with professional standards, AHPRA obligations, and privacy laws.

A consultation through our platform does not replace the role of your regular general practitioner. It is focused solely on hair loss assessment and treatment.

Clinical decisions

A Treating Practitioner may, in their absolute clinical discretion:
• decline to prescribe medication
• issue a prescription for a compounded medicine not listed on the Australian Register of Therapeutic Goods (ARTG)
• issue a prescription for off-label use of a medicine
• determine that ongoing treatment via our platform is not appropriate for you

You acknowledge that:
• the decision to prescribe is entirely a clinical decision and rests solely with your Treating Practitioner
• compounded medicines have not been assessed for safety, quality or efficacy by the TGA and do not appear on the ARTG
• a prescription does not guarantee that medication will be available for dispensing

Your responsibilities

You agree to provide truthful, complete and up-to-date information during consultations and in any information you provide to us or our Treating Practitioners. Providing false information in connection with obtaining a prescription may constitute a criminal offence.

You are responsible for advising your regular GP of any treatments prescribed to you through our platform.

If you experience side effects or your condition changes, contact us immediately to arrange a follow-up consultation, or see your GP.

Prescriptions

If a Treating Practitioner issues you a prescription, it will be transmitted electronically via our e-scripting platform (Parchment Health) to a Partner Pharmacy for dispensing.

If you wish to have your prescription filled by a different pharmacy, please contact our support team.

Dispensing

Our Partner Pharmacies are licensed compounding pharmacies. They compound and dispense medication directly to you. We take no responsibility for and make no warranties about the dispensing of your medication by a Partner Pharmacy.

A Partner Pharmacy may, in its absolute discretion, decline to dispense your medication.

Delivery

Once your medication has been dispensed, the Partner Pharmacy will arrange delivery to your nominated address. We are not responsible for the actions of delivery providers.

You will receive tracking information once your order has been dispatched.

You are responsible for ensuring someone is available to accept delivery at your nominated address.

If your order appears damaged, has been incorrectly dispensed, or is delayed, please contact us immediately.

How subscriptions work

Our PHC service is offered on an automatically renewing subscription basis. Your chosen billing cycle (3-month, 6-month, or 12-month) will renew automatically unless you cancel before the renewal date.

A new subscription agreement is formed at each renewal. We will notify you in advance of each renewal and provide you with the opportunity to cancel before you are charged.

All prices are inclusive of GST.

Cancellations

You may cancel your subscription at any time by:
• contacting our support team at info@groclinics.com.au or 0485 840 436
• logging into your account at https://groclinics.com.au/account/login
• sending a cancellation request to info@groclinics.com.au

If you cancel before your next renewal date, you will not be charged for and will not receive the next order under that subscription.

If your medication has already been dispensed by the Partner Pharmacy at the time of cancellation, you will be charged for that order and a refund will not be available (subject to your rights under Australian Consumer Law).

Payment

Payment is collected via our payment platform at the point of subscription commencement and at each automatic renewal. We use HubSpot Payments powered by Stripe as our payment processor.

You are responsible for ensuring your payment details remain current and accurate.

No Medicare rebate is available for our telehealth consultations. Private health insurance may cover some services - you are responsible for submitting claims to your insurer.

You have rights under the Australian Consumer Law (ACL) in relation to our services and any goods dispensed to you by a Partner Pharmacy.

Outside of your ACL rights, we will offer a refund if:
• a Treating Practitioner determines you are clinically unsuitable for treatment before your prescription has been dispensed
• a Partner Pharmacy is unable to fill your prescription due to unavailability of medication
• a product is faulty or damaged in transit

We generally cannot issue refunds for orders that have already been processed and dispatched by a Partner Pharmacy.

To request a refund, contact us at info@groclinics.com.au with your order details.

We do not accept returns of dispensed medication. Our Partner Pharmacies are required to follow strict standards for the production and storage of compounded medicines. Returned medication cannot be re-dispensed.

If you believe your product is faulty or has been damaged in transit, please contact us immediately and we will work with you and the Partner Pharmacy to resolve the issue.

When using our platform, you must not:
• provide false or misleading information
• create more than one account
• use our platform for any commercial, competitive or unlawful purpose
• upload or transmit any content that is defamatory, offensive, abusive or unlawful
• interfere with or disrupt the operation of our platform

All content on our website and platform - including text, graphics, logos and design - is owned by or licensed to Gro Clinics. You must not reproduce, distribute or otherwise use our content without our prior written consent.

To the extent permitted by law, we are not liable for any indirect, incidental or consequential loss arising from your use of our services.

We disclaim all liability for clinical decisions made by Treating Practitioners and for dispensing decisions made by Partner Pharmacies. Liability for clinical services rests with the relevant practitioner or pharmacy.

Nothing in these Terms excludes or limits any rights you have under the Australian Consumer Law that cannot be excluded or limited.

You agree to indemnify and hold harmless Gro Clinics, its directors, employees and contractors against any claims, loss or liability arising from your breach of these Terms or your misuse of our platform.

Our Privacy Policy explains how Gro Clinics collects, uses, stores and shares your personal and health information across all our services, including PHC. Health information you provide during PHC consultations is subject to retention obligations under state health privacy legislation, and may not be deleted on request.

The full Privacy Policy is published at /pages/privacy-policy.

These Terms are governed by the laws of Queensland, Australia. You and we submit to the non-exclusive jurisdiction of the courts of that state.

If you have a concern or complaint about our services or a charge, please contact us at info@groclinics.com.au. We will respond as promptly as possible.

If you are dissatisfied with how we have handled your complaint, you may contact the relevant health complaints body in your state or territory, or the Office of the Australian Information Commissioner at www.oaic.gov.au.

Our service is not suitable for emergencies. If you are experiencing a medical emergency, call 000 immediately or attend your nearest hospital emergency department.

Once your Treating Practitioner has issued a prescription and your subscription payment has been confirmed, your treatment order is automatically transmitted to our Partner Pharmacy for compounding and dispensing.

Your medication is compounded specifically for you by a licensed compounding pharmacy. Please allow up to 2-3 business days for compounding, plus standard delivery time.

Processing times may vary during periods of high demand or in the event of supply constraints.

Delivery regions

We ship within Australia only. We do not ship internationally.

Delivery method

Orders are dispatched via Australia Post. Signature on delivery may be required.

If a signature is required and no one is available to sign, a card will be left at your delivery address with instructions for collection from your nearest depot or post office.

Tracking

Once your order has been dispatched by the Partner Pharmacy, you will receive a tracking number via email.

Delivery timeframes

Estimated delivery timeframes from dispatch:
• Metro Australia: 1-2 business days
• Regional Australia: 3-4 business days

These are estimates only. Delivery times may vary due to carrier delays, public holidays or circumstances outside our control.

Discreet packaging

All orders are dispatched in plain, unbranded packaging with no reference to the contents or the nature of the medication.

If your parcel does not arrive within the expected timeframe, please contact us. We will work with the Partner Pharmacy and carrier to investigate.

Please be aware that carrier investigations can take several weeks in some cases. We will keep you informed throughout and work to resolve the issue as quickly as possible.

Contact us at info@groclinics.com.au.

How subscription billing works

PHC service is offered on an automatically renewing subscription. Your chosen billing cycle (3-month, 6-month, or 12-month) will renew automatically until you cancel.

All prices include GST. Your subscription fee covers your treatment, ongoing practitioner access via telehealth, and standard delivery. As an active subscriber you are also eligible for free in-person assessments at Gro Clinics' locations across Australia.

Renewal notifications

We will notify you in advance of each automatic renewal. This gives you time to update your details, change your plan, or cancel before you are charged.

Cancellation

You may cancel your subscription at any time before your next renewal date. To cancel:
• email us at info@groclinics.com.au
• log in to your account at https://groclinics.com.au/account/login
• contact our support team via our contact form

If you cancel before your renewal date, you will not be charged for or receive the next order.

If your medication has already been dispatched by the Partner Pharmacy at the time of cancellation, you will be charged for that order.

We are generally not able to issue refunds for orders that have already been processed and dispatched.

A refund will be issued in the following circumstances:
• your Treating Practitioner determines you are clinically unsuitable for treatment before your prescription is dispensed
• a Partner Pharmacy is unable to fill your prescription due to unavailability of the required medication
• a product is faulty
• a pricing or product error is identified

Refunds are processed using the original payment method. We cannot process refunds to a different card or payment method.

Refund cut-off time

If you wish to cancel an order and receive a refund, you must cancel your subscription before 11:59pm on the day before your order is due to process.

Example: if your subscription renews on the 15th of the month, you must cancel by 11:59pm on the 14th to be eligible for a refund on that renewal.

We are generally not able to issue refunds for orders that have already been processed and dispatched.

A refund will be issued in the following circumstances:
• your Treating Practitioner determines you are clinically unsuitable for treatment before your prescription is dispensed
• a Partner Pharmacy is unable to fill your prescription due to unavailability of the required medication
• a product is faulty
• a pricing or product error is identified

Refunds are processed using the original payment method. We cannot process refunds to a different card or payment method.

Refund cut-off time

If you wish to cancel an order and receive a refund, you must cancel your subscription before 11:59pm on the day before your order is due to process.

Example: if your subscription renews on the 15th of the month, you must cancel by 11:59pm on the 14th to be eligible for a refund on that renewal.