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Terms & conditions

Thank you for visiting Gro Clinics and for taking the time to read our terms and conditions.

Please read these Terms of Service (“Agreement”, “Terms of Service”) carefully before using http://www.groclinics.com.au/ (“the Website”) operated by Gro Clinics (Online) Pty Ltd (“Gro Online”, “us”, “we”, or “our”). This Agreement sets forth the legally binding terms and conditions for your use of the Website.

By accessing or using the Website in any manner, including, but not limited to, visiting or browsing the Website, purchasing Gro® products or contributing content or other materials to the Website, you agree to be bound by these Terms of Service.

Who are we?

Gro Online is an online health care platform that facilitates access to hair care and hair loss treatments. Gro Online is part of a group of companies (collectively “Gro®”).  The Gro® offering includes but is not limited to:

everyday products (non-prescription), available for purchase through the online store (Online Store) and at affiliated Gro® branded clinics;

the Gro Facilitation Service (see under “Gro Facilitation Service (Online Care)” below); and

in-clinic procedures provided by registered Australian medical practitioners at affiliated Gro Clinics locations in Australia (Gro Clinics).

The Gro Facilitation Service, also known as Online Care, facilitates confidential consultations with Australian registered medical practitioners affiliated with Gro® (Affiliated Doctors or Doctors) and other health practitioners such as pharmacists (Affiliated Practitioners or Practitioners).  If requested, Online Care may also arrange to fill any prescriptions given to you by a Doctor.

Gro Online administers the Online Store and the Gro Facilitation Service while Gro Clinics are managed by other entities within Gro®.  These Terms and Conditions apply to your use of the Website, including the Online Store and Gro Facilitation Service.  Additional terms and conditions apply to your treatment at a Gro Clinic, which will be provided to you at the time that you book an appointment with a Gro Clinic.

User account

Registering with Gro Online

You must become a registered user in order to use the Gro Facilitation Service. Each user is permitted to create a maximum of one registered user account (Account). You should not register an Account on behalf of anyone other than yourself. Registered users must (1) be over 18 years old, (2) be residents in Australia, (3) be capable of entering a legally binding agreement with Gro® and (4) agree to these Terms and Conditions.

Collection of personal information and Privacy Policy

When you register and activate your Account, you will provide us with personal information such as your name, gender, email address, telephone number, date of birth and shipping address. This information will enable Gro Online to arrange telehealth consultations with your Doctors and if requested, communicate with a pharmacy to fill your prescriptions, and to use other services available through the Website. It is your responsibility to ensure the personal information you provide to Gro Online is (and remains) current, complete and accurate. We will handle all personal information that we collect in accordance with our Privacy Policy, which forms part of these Terms and Conditions.

You agree that all information provided to Gro Online, the Doctors and Practitioners will be true and complete to the best of your knowledge and that you will not purposefully omit to provide any information that could reasonably be considered to be potentially relevant to the Doctors and Practitioners in conducting their consultations. It is also your responsibility to inform your existing doctors of any medicines our Affiliated Doctors prescribe for you.  You also understand that if you fail to provide this information, the Doctor may not have access to your complete medical history and this will limit the efficacy of any treatments or advice provided and may potentially be dangerous to your health.

Consent to be contacted

You consent for us to contact you by email or phone for the purposes of the Gro Facilitation Service using the email address and phone number you provide when creating your Account on the Gro platform.

Passwords

When you register your Account, you will also be required to create a password. You are responsible for keeping this password secure and are responsible for all use and activity carried out under your Account. If you suspect, or become aware of, any unauthorised use or misuse of your Account or any other breach of security in relation to your Account, you must notify us immediately and take immediate steps to secure your Account (including by changing your password).

Gro facilitation service (Online Care)

Gro Facilitation Service

The Gro Facilitation Service, also known as Gro Online Care (Online Care) is an online platform by which Doctors are supported to provide telemedicine services in cases considered appropriate by the Doctor.  The service is not intended to replace regular visits to your general practitioner as the focus of these consultations is on Androgenetic Alopecia (either Male-pattern hair loss or Female-pattern hair loss).

Affiliated Doctors and Practitioners are independent

Affiliated Doctors and Affiliated Practitioners who may consult with you using Gro Online Care are independent from Gro® and are not employees or agents of Gro Online.  The Website content and any communications you have with Gro Online representatives (other than Affiliated Doctors and Affiliated Practitioners who are separate to Gro Online) do not constitute medical advice.  Our role is limited to facilitating your relationship with the Affiliated Doctors and Affiliated Practitioners through Gro Online Care. Gro Online is not liable and makes no warranties, express or implied, in relation to the treatments provided by the Doctors or Practitioners or the content of any consultation through Gro Online Care. You and the Doctors or Practitioners are responsible for the conduct of the consultation and all communications made outside of the consultation pursuant to the doctor-patient relationship and the associated duty of care.

While Doctors will take every care to provide thorough medical advice there are limitations in telehealth services.  Doctors may determine that it is not appropriate to provide a consultation because of your medical condition or history.  During a telehealth consultation, the Doctor cannot conduct a direct physical examination and may refer you to seek specialist consultation.

Any diagnosis and treatment recommendations are made by Doctors by applying their independent medical judgement based on the information you provide.  Treatments will only be provided that are clinically appropriate as determined by the Doctor.  Gro Online cannot guarantee access to specific treatments.

Medical records

Gro Online will only collect health information from you, or an Affiliated Practitioner who has consulted with you, as is required to facilitate your access to treatment. It is the responsibility of our Affiliated Doctors to maintain medical records in relation to your treatment.  Affiliated Doctors will enter health information into our online medical records system during or following their telehealth consultation with you. Only the Doctors and the system administrator will be able to access information stored in the online medical records system (see our Privacy Policy for more information).

Pharmacies from which you may purchase medications will also maintain records in relation to medications that are dispensed to you in accordance with applicable laws. Gro Online may disclose health information to other Gro® entities and third parties involved in delivering products and services.  Please see our Privacy Policy for more information on how we collect, use and disclose personal information, including health information.

No guarantee that treatment is appropriate

Gro Online does not guarantee that an online consultation is the appropriate course of treatment for your particular health care problem. This assessment will be made by the Affiliated Doctors and Practitioners. If you require urgent care, you should contact emergency services immediately.

Purchases – Gro facilitation service and the compounding pharmacy

Facilitation of prescription purchases

As part of the services provided through Gro Online Care, Gro Online acts as an agent for pharmacies to facilitate your payments to the pharmacy for prescription medications and to manage your orders and prescriptions.

Subscription service

Gro Online offers a subscription service for your convenience. If a Doctor prescribes treatment for you, Gro Online will provide you with access to its subscription service through the Website. Your subscription will automatically renew unless cancelled at least 5 days before the subscription renewal date specified in your Account.

Gro Online is not a pharmacy and therefore does not dispense any medicines. Gro Online offers a service to enable you to obtain the prescribed medications through a pharmacy.  Gro Online does not guarantee that a pharmacy will fill your script.  A Practitioner associated with a pharmacy will make an independent judgement as to whether the prescription is suitable for your condition.  You can also fill your script through a pharmacy of your choice.

You will be charged the initial subscription fee on purchasing the subscription (which is only available after your consultation with an Affiliated Doctor in the case of prescription products). All subsequent charges will occur regularly thereafter based on the payment interval you select for your subscription, unless cancelled by giving us at least 5 days’ notice before the subscription renewal date. We may, upon written notice to you, change the price of your subscription, to take effect in the next billing period. While the subscription charges are bundled into a single fee payable at regular intervals, the subscription fee reflects the actual products and services provided to you within the billing period and may vary from month to month.

You expressly authorise Gro Online to process your payment for the subscription fee via your selected payment method in accordance with the above-described process.

Refunds

Subject to any additional rights you may have at law (including under the Australian Consumer Law), the subscription price will be refunded only if:

an Affiliated Doctor determines that prescription treatment is not appropriate or no longer appropriate for your (the decision whether or not to offer or to renew a prescription is at the Doctor’s absolute discretion);

an Affiliated Practitioner associated with a pharmacy declines to fill your prescription (the decision to supply a medication is at the Practitioner’s absolute discretion);

an item you have ordered is out of stock; or

a product or pricing error is identified.

All charges and prices as shown on the Website are in Australian Dollars and inclusive of GST where applicable and unless specified otherwise.

A refund will only be processed in relation to 1 monthly charge, not the entire cost of treatment.

Disclaimer/Acknowledgement

By agreeing to these Terms and Conditions you acknowledge the following:

Pharmacies are independent of Gro Online and Gro Online is in no way liable for the actions or omissions of pharmacies or third-party companies, including those which may result in a delay in postage, lost deliveries, defective/damaged products or products which do not match the prescription or purchase order. I agree for my order to be placed by Gro Online to a pharmacy on my behalf, and for the product to be posted directly to my address by the pharmacy. I acknowledge that Gro Online takes my payment on behalf of the pharmacy as the pharmacy’s agent for my convenience only and Gro Online is not a party to the transaction. I hereby consent to Gro Online emailing my health, prescription and order information to the pharmacy, if requested by the pharmacy, so the pharmacy can meet its obligations under the law.

Gro Online Care – reGro Hair Transplant Credit Programme

Active Gro Online subscribers who meet the below criteria will be eligible to receive a reGro credit towards a Gro® hair transplant. The funds credited will be equal to your accumulated spend through Gro Online Care and Online Store, at the time of booking the hair transplant.

To be eligible you must have an active Gro Online Care subscription at the time of booking the hair transplant appointment with a Gro Clinic.

Medical practitioners at Gro Clinics will exercise their independent medical judgement in determining whether hair transplant surgery is an appropriate course of treatment.  Hence, Gro Online does not represent that hair transplant surgery will be available to you at a Gro Clinic.

Separate terms and conditions will apply to your treatment at Gro Clinics, as these Terms and Conditions are limited to your engagement with Gro Online.

Other terms and conditions:

the maximum credit available is $5,000;

funds are non-transferrable. This means you cannot exchange the contribution for cash or transfer contribution funds to another client;

hair transplant appointments must be booked through Gro Online;

appointments are subject to availability; and

Gro Online and all Gro® entities reserve the right to amend the eligibility requirements for this scheme or end the scheme at their discretion and with immediate effect for all subscribers who have not already booked a hair transplant appointment through Gro Online at the time of the amendment or withdrawal.

Purchases – Everyday products

Certain products or services may be available exclusively through our online store. These products may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to describe and display as accurately as possible the contents, colours/size and images of our products that appear at the store in accordance with section 56 of the Australian Consumer Law (requirement for accurate product descriptions). We cannot guarantee that your computer monitor’s display of any colour will be accurate.

We reserve the right to limit the sale of our products to any person, geographic region or jurisdiction. We may exercise this right at our discretion. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or prices for products or services are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue any product or service at any time. Any offer for any product made on the Website is void where it would be prohibited by law to sell the product in Australia.

Prices for our products are subject to change without notice. We reserve the right at any time to modify, suspend or discontinue the Online Store (or any part or content thereof) without notice at any time. We shall not be liable to you or any third party for any such modification, price change, suspension or discontinuance of the Online Store.  The products available via the Online Store are for your personal use and are not for resale or re-supply.

Changes

We reserve the right to modify or replace these Terms and Conditions at any time. If we make material changes to these Terms and Conditions, we will notify you by email or by posting a notice on the Website homepage. You are bound by any such new or modified Terms and Conditions if you continue to use the Website after we publish those new or modified Terms and Conditions.

Website content and links to other websites

We do not make any warranties or representations regarding the quality or accuracy of information provided through the Website.

We may from time to time amend or update the content or functionality of the Website. We may do so at any time at our absolute discretion and without prior written notice to you. We will endeavour to notify you of any material amendments or updates by written notice posted on the Website.

The Website may contain links to third-party websites that are not owned or controlled by Gro Online.

Gro Online has no control over and assumes no responsibility for the content, privacy policies, or practices of any third party websites or services. We strongly advise you to read the terms and conditions and privacy policy of any third-party website that you visit. You may contact us by emailing [email protected] if you believe the Website contains materials or links that you believe are inappropriate.

Intellectual property

The Website and its original content, features and functionality are owned by Gro Online and are protected by intellectual property laws.

We grant you a limited, revocable, and non-exclusive licence to access and use the Website including Online Care and Online Store. The rights granted to you by the Limited Licence are personal, and are intended to allow you to access and use the Website for the purposes of attending telehealth consultations with Affiliated Doctors and Affiliated Practitioners, purchasing and managing your Gro Online subscription and purchasing non-prescription products from the Online Store. You must not access or use the Website for any other purpose, including commercial purposes.

Except to the extent permitted by the limited licence, or as required under law, the Website must not be accessed, used, republished, reproduced, copied, sold, modified, or otherwise exploited (in full or in part), without our express written consent.

User conduct

By accessing the Website, you assume all risks associated with its use, including but not limited to the risk that your computer, software or data may be damaged by any virus transmitted by the Website or by any third-party content or third party website accessed through the Website.

To the extent permitted by law, we are not responsible for and you release us from all liability (including in negligence) in respect of any losses, damages, injury to property or person, and costs incurred or suffered directly or indirectly in connection with your use of the Website. By accessing the Website, you agree to indemnify Gro Online, each entity in the Gro® group of companies and each of our Affiliated Doctors, Affiliated Practitioners and any pharmacies for any loss, damage, costs or expenses whatsoever suffered by any person or entity arising out of or in any way connected with your access to the Website in contravention of these Terms and Conditions.

Lawful operation and Jurisdiction

Any provision of these Terms and Conditions which is found to be invalid or unenforceable must be read down, if possible, so far as to be valid and enforceable, and if that is not possible, the provision must, to the extent that it is capable, be severed to the extent of the invalidity or unenforceability, without affecting the remaining provisions of these Terms and Conditions.

These Terms and Conditions are governed by the laws of Queensland, Australia.

Contact

If you have any queries regarding these Terms and Conditions, please contact us at [email protected]

 

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