Terms and Conditions

Last Updated: March 2025

Welcome to Rumen, a digital healthcare platform dedicated to supporting individuals in their weight management journey. By accessing and using Rumen’s services, you agree to be bound by these Terms and Conditions (“Terms”). Please read them carefully, as they outline your rights and responsibilities.

1. INTRODUCTION

Rumen Group Pty Ltd (ABN: 20 672 978 317) (“Rumen”, “we”, “us”, “our”) operates an online health platform dedicated to weight management for individuals residing in Australia. Our Platform offers telehealth consultations, personalised treatment plans, and weight management support services, all accessible via the Rumen website (“Platform”).

Rumen provides weight management support through digital healthcare services, including:

• Guidance and advice from licensed dietitians and qualified health coaches.
• Personalised recommendations focused on lifestyle and healthy habits.

Rumen does not replace in-person healthcare services but supplements them as a telehealth-based support system. The content on our website and any communications with our representatives (excluding our doctors and nurse practitioners) are not considered medical advice. It is essential to seek medical guidance from a Doctor, Nurse Practitioner, or your regular healthcare provider to determine whether a specific medication or treatment is appropriate and safe for you.

By accessing and using the Rumen website, mobile application, and associated services (collectively, “Platform”), you acknowledge that you have read, understood, and agreed to these Terms. If you do not accept these Terms, you must discontinue use immediately.

Rumen reserves the right to modify these Terms at any time. Any changes take effect upon publication, and continued use signifies acceptance of the revised Terms. We recommend that you regularly review these Terms for any updates.

These Terms, along with our Privacy Policy, form a legally binding agreement between you and Rumen.

2. ELIGIBILITY

To use Rumen’s services, you must:

• Be at least 18 years old.
• Have a valid Individual Healthcare Identifier (IHI) number.

You can sign up for our services without a Medicare card. However, you will need an Individual Healthcare Identifier (IHI) number to proceed. Don’t worry – it’s easy to obtain one.

Follow these steps to set up your IHI number:

• Create a myGov account (if you don’t have one) at https://my.gov.au
• Log in and link the “Individual Healthcare Identifiers” service.
• Provide your passport details (if you’re a traveller, this is your main identification).
• Follow the prompts to complete your IHI application.
• Your IHI number will be issued instantly or within a short time.

Unfortunately, without an IHI number, we cannot prescribe any medications. Let us know once you’ve obtained one, and we’ll schedule you for the next available appointment.

If you are accessing the Platform on behalf of another person (e.g., a dependent), you confirm that you have the legal authority to act on their behalf and may be required to provide documented proof of this authority upon request.

By using our Platform, you confirm that you meet these eligibility requirements.

3. MEDICAL DISCLAIMER

• Rumen is not an emergency medical service. If you experience a medical emergency, dial 000 immediately.
• Our Platform provides general health information and telehealth services, but it is not a substitute for in-person medical care.
• Healthcare services on Rumen are provided by licensed Australian medical practitioners, who exercise independent professional judgment.
• You should always seek the advice of your doctor before making decisions regarding medications or treatment plans.
• Treatment effectiveness varies by individual. Rumen does not guarantee specific weight loss results.

4. REGISTRATION & SECURITY

4.1. Registration

To access Rumen’s Services, you may need to register for an account (“Account”) by providing:

• Your full name, date of birth, and contact details.
• Relevant medical and health information.
• Payment details if you subscribe to a service.

Each user is permitted to create a maximum of one registered user account. You should not register an account on behalf of anyone other than yourself.

4.2. User Responsibilities

By creating an Account, you agree to:

• Keep your login credentials confidential.
• Notify us immediately if you suspect unauthorised access to your Account.
• Provide accurate and up-to-date information at all times.
• Not share your Account or use another person’s Account.

Rumen reserves the right to suspend or terminate Accounts suspected of fraudulent activity, non-compliance, or security breaches.

4.3. Platform Usage Rules and Restrictions

By accessing and using the Platform, you agree to comply with Australian laws and best practices and must not:

• Engage in illegal, fraudulent, or deceptive activities on or through the Platform, including identity theft, financial fraud, or misleading conduct.
• Disrupt, damage, disable, or interfere with the security, integrity, availability, or functionality of the Platform, including introducing malicious code, hacking, or unauthorised data modification.
• Attempt to gain unauthorised access to accounts, systems, networks, or data related to the Platform.
• Use the Platform to harass, intimidate, threaten, defame, abuse, or stalk individuals, including Rumen staff, healthcare providers, or other users.
• Transmit, upload, or distribute harmful content, including viruses, malware, or spyware.
• Engage in unauthorised scraping, data mining, or extraction of content from the Platform.
• Use automated tools, bots, scripts, or crawlers to access or manipulate the Platform without prior written authorisation.
• Misrepresent your identity or affiliation, including impersonating another individual or entity.
• Reproduce, modify, distribute, or exploit any part of the Platform’s content without prior written permission from Rumen.
• Use the Platform for unauthorised advertising, marketing, or spam-related activities.

If you violate these rules, Rumen reserves the right to suspend or terminate your account without notice, restrict or block access to the Platform, report violations to relevant authorities, and take legal action where necessary.

5. PRIVACY & DATA PROTECTION

Rumen complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). We collect, store, and process personal and health data securely. Please review our Privacy Policy for details on how we manage your data.

6. FEES, PAYMENTS & SUBSCRIPTIONS

6.1. Payment Terms:

• Fees for telehealth consultations, treatment programs, and other services are displayed on the Rumen Platform.
• Prices are stated in Australian dollars (AUD) and may be subject to Goods and Services Tax (GST) where applicable.
• All payments must be made in full before services are provided unless otherwise specified.
• Payments are non-refundable, except as stated in Rumen’s Cancellation & Refund Policy or where required under Australian Consumer Law.
• You agree to provide accurate and up-to-date billing information and authorise Rumen to charge the payment method provided for all applicable fees.

6.2. Subscription-Based Services:

• Fees for subscription-based services are automatically charged at the start of each billing cycle. Payments will come out every 25 days ongoing, from your initial payment date.
• By subscribing, you agree to automatic renewals unless you cancel your subscription before the next billing cycle.
• Subscriptions remain active until cancelled by the user through the Rumen Platform or by contacting customer support.
• Rumen reserves the right to adjust subscription fees at its sole discretion. Any fee changes will take effect at the beginning of the next billing cycle. Users will be notified of any price changes via email or platform notification.
• If you do not agree to the updated fees, you must cancel your subscription before the renewal date to avoid being charged the revised amount.

6.3. Disputed Charges

• If you believe there is an error with a charge, you must notify Rumen within 7 business days of the transaction date.
• Rumen will investigate the dispute and, if necessary, issue a refund or adjustment as required under Australian Consumer Law.
• Disputing a charge with your bank (i.e., initiating a chargeback) without first contacting Rumen may result in the permanent suspension of your account.

7. CANCELLATION & REFUNDS

7.1. Service Cancellations:

• Cancellations must be made at least 72 hours in advance to prevent the automatic renewal of a subscription.
• No partial refunds are provided for unused portions of a subscription. Users who cancel mid-term will continue to have access until the end of their current billing cycle.

7.2. 30-Day Money-Back Guarantee for First Subscription:

First-time subscribers to eligible weight management programs are eligible for a 30-Day Money-Back Guarantee if they do not experience any weight loss during the program.

Eligibility Conditions – to qualify, users must:

• Follow the prescribed treatment plan as outlined in their personalised weight management program, including medication (if prescribed), dietary guidance, and exercise recommendations.
• Use the program for a minimum of 21 consecutive days (3 weeks) before submitting a refund request.
• Submit their refund request within 25 calendar days of receiving their first treatment plan.

Limitations:

• The 30-Day Money-Back Guarantee applies only to the first subscription and may be used only once per person.
• Users who fail to follow the prescribed treatment plan or do not provide sufficient evidence of compliance will not be eligible for a refund.
• Refund requests submitted after the 30-day period will not be accepted.
• The 30-day money-back guarantee is only eligible for the WeGovy initial treatment (0.25mg) and the Mounjaro initial treatment (2.5mg), or the Xenical 42 capsule treatment.
• This guarantee does not apply to any compounded medications, peptide therapies, or skin and hair treatment programs. See Section 7.5 for the refund policy applicable to those products.

7.3. Refund Policy for Prescription Medications

• In Australia, the Therapeutic Goods Administration (TGA) typically prohibits returns/refunds of prescription medications once dispensed, unless:
  • (a) the product is faulty, damaged, or not as described; or
  • (b) the wrong medication was supplied.
• If an order or subscription is cancelled after medication has been dispensed, the user will still be charged for the medication, and a refund will not be issued.

7.4. Refund Process:

To request a refund, users must submit a written request with proof of purchase to Rumen’s customer service team. Refunds will be processed within 10 business days after approval and credited to the original payment method.

7.5. Compounded Medications & Peptide Therapy – No Refund Policy

Due to the personalised and medical nature of all compounded treatments – including but not limited to peptide therapies (such as GHK-Cu and any other compounded peptide products offered through Rumen) and all other compounded preparations supplied through our pharmacy partners – the following policy applies:

No refunds will be issued once a compounded product has been prescribed, compounded, or dispensed. This is consistent with Australian regulatory requirements under the Therapeutic Goods Act 1989 (Cth) and standard compounding pharmacy practice, under which compounded medicines are prepared specifically for an individual patient and cannot be returned or resold.

Refunds will only be considered in the following limited circumstances, as required under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)):

• The product was faulty or not of acceptable quality at the time of supply.
• The product did not match the description provided at the time of prescribing or dispensing.
• The wrong product was supplied.

For the avoidance of doubt, the following do not constitute grounds for a refund under this policy:

• Failure to achieve desired treatment outcomes or results.
• Change of mind after the product has been prescribed or dispensed.
• Intolerance or side effects where those risks were disclosed as part of the informed consent process.
• Non-compliance with the prescribed treatment protocol.

By proceeding with any compounded medication or peptide therapy through Rumen, you acknowledge and accept that treatment outcomes may vary between individuals, results are

not guaranteed, and refunds are not available outside the legally required circumstances set out above.

To request a refund under the limited circumstances above, you must submit a written request to [email protected] with supporting evidence. Rumen will assess the request and respond within 10 business days.

7.6. Exceptions to Refunds (General)

Refunds will not be provided for:

• Missed or late appointment cancellations.
• User dissatisfaction with medical advice received, as healthcare decisions remain at the discretion of independent medical professionals.
• Subscription cancellations made after the renewal date.

8. THIRD-PARTY SERVICES

• Rumen partners with licensed pharmacies and healthcare professionals to facilitate healthcare services, prescription fulfilment, and related support services.
• Third-party service providers operate independently of Rumen and are responsible for the quality, safety, and legality of their services and products.
• Rumen does not control, endorse, or assume liability for any third-party service, prescription, medication, treatment, product, or advice received through these providers.
• Users must comply with third-party terms and conditions when engaging with partner services.
• Any disputes, complaints, or refund requests related to third-party services must be submitted to Rumen’s Customer Support Centre. Rumen will acknowledge receipt within five business days.
• Rumen may modify, discontinue, or change partnerships with third-party service providers at any time. Users will be notified where required under Australian law.

9. INTELLECTUAL PROPERTY

All content available on the Platform, including but not limited to text, graphics, logos, images, audio, video, software, and any other material, is the intellectual property of Rumen or its licensors, protected under Australian copyright laws and international intellectual property agreements.

By using the Platform, Rumen grants you a limited, non-exclusive, non-transferable, and revocable licence to access and use the Platform strictly for personal, non-commercial purposes. This licence does not include the right to copy, modify, distribute, sell, or exploit any content for commercial purposes, or to reverse-engineer or decompile the Platform’s source code.

10. LIMITATION OF LIABILITY

10.1. General Limitation of Liability

To the fullest extent permitted by Australian law, including the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth), Rumen and its directors, employees, agents, affiliates, and service providers will not be liable for any losses, damages, claims, liabilities, or expenses arising from your use of the Platform, except as required by law.

10.2. No Guarantee of Service Availability

Rumen provides access to healthcare services via telehealth consultations, prescriptions, and third-party Rumen provides access to healthcare services via telehealth consultations, prescriptions, and third-party integrations; however, we do not guarantee the availability of healthcare professionals at all times, the continuous or error-free operation of the Platform, or that the Platform will be free from technical errors or cyber incidents.

Rumen strives to maintain 99% uptime. Rumen will notify users at least 48 hours in advance of any planned maintenance. Critical security updates may require immediate downtime, in which case notifications will be issued as soon as possible.

10.3. Independent Clinical Decision-Making

Healthcare professionals exercise independent clinical judgment and are solely responsible for the medical advice, treatment plans, prescriptions, and healthcare services they provide. Rumen does not control or influence prescribing decisions. Prescriptions, including repeat authorisations or off-label use, are issued at the sole discretion of healthcare providers.

10.4. No Liability for Third-Party Services

Rumen is not responsible or liable for errors or negligence by third-party providers; delays or supply chain issues affecting medications; adverse reactions or side effects from prescribed treatments; or incorrect fulfilment of prescriptions managed by third-party providers.

11. WARRANTIES

Rumen provides its Platform, telehealth services, and related offerings on an “as-is” and “as-available” basis, without any express or implied warranties except as required by Australian law. Rumen does not guarantee specific results, including weight loss, health improvements, or treatment efficacy.

Rumen is not a substitute for in-person medical care and does not provide emergency medical services. If you experience a medical emergency, dial 000 immediately.

To the maximum extent permitted by Australian Consumer Law (ACL), Rumen disclaims all warranties, including merchantability or fitness for a particular purpose, continuous or error-free access to the Platform, and accuracy of health-related information provided outside of direct consultations with a registered medical professional.

12. TERMINATION OF SERVICES

Rumen may suspend or terminate your access to the Platform at its discretion, with or without prior notice, if you violate these Terms, provide false or misleading information, misuse prescription medications, engage in fraudulent activity, or behave in an abusive or threatening manner towards healthcare providers or Rumen staff.

If your account is terminated, you will immediately lose access to the Platform and Services. You may still be liable for any outstanding payments or obligations incurred before termination. Rumen reserves the right to report unlawful behaviour to relevant authorities.

13. COMPLAINTS HANDLING

Rumen is committed to resolving complaints fairly and efficiently in compliance with Australian Consumer Law and best practice healthcare standards. You may submit a complaint by emailing [email protected]. Your complaint should include your full name and contact details, a detailed description of the issue, and your preferred resolution outcome.

We will acknowledge your complaint within five business days and provide a formal response within 10 business days. If you are not satisfied with our response, you may escalate to:

• The Australian Health Practitioner Regulation Agency (AHPRA) for medical concerns.
• The Office of the Australian Information Commissioner (OAIC) for privacy-related complaints.
• The Australian Competition and Consumer Commission (ACCC) for consumer law matters.

14. GOVERNING LAW & DISPUTE RESOLUTION

These Terms and any related disputes shall be governed by and construed in accordance with the laws of Victoria, Australia. By using the Platform, you agree to submit to the exclusive jurisdiction of the courts of Victoria.

If a dispute arises, the following process applies:

• Internal Resolution – You must first contact Rumen formally to notify us of the dispute. Rumen will respond within five business days and attempt to resolve the issue in good faith.
• Mediation – If unresolved, both parties agree to engage in mediation before pursuing legal action, conducted by a qualified independent mediator in accordance with the rules of an Australian dispute resolution body such as the Australian Disputes Centre (ADC) or the Resolution Institute.
• Legal Proceedings – If mediation does not lead to a satisfactory resolution, either party may initiate legal proceedings in an appropriate Australian court or tribunal. This does not prevent Rumen from seeking urgent legal relief where necessary.

15. PEPTIDE THERAPY & COMPOUNDED PRODUCTS – TERMS, REFUND POLICY & INFORMED CONSENT

This section applies to all peptide therapy treatments and compounded medications offered through Rumen, including but not limited to GHK-Cu and any other compounded peptide or skin and hair preparations made available on the Platform from time to time.

15.1. No Refund Policy

Due to the personalised and medical nature of compounded treatments, Rumen does not offer a 30-day money-back guarantee or discretionary refunds for any peptide therapy or compounded product once an order has been prescribed, compounded, or dispensed.

Refunds will only be provided where required under Australian Consumer Law, as set out in Section 7.5 of these Terms. For the avoidance of doubt:

• Failure to achieve desired treatment outcomes or results is not a basis for a refund.
• Change of mind is not a basis for a refund.
• Intolerance or side effects where those risks were disclosed at the time of informed consent do not constitute grounds for a refund.

15.2. Informed Consent & Patient Acknowledgement

As part of your eligibility assessment and clinical consultation for any compounded or peptide therapy product, your treating practitioner will ensure that you have been informed and accept that:

• The medication is a compounded preparation produced by a licensed Australian compounding pharmacy.
• The medication may not be approved by the Therapeutic Goods Administration (TGA) as a registered therapeutic good.
• Clinical evidence supporting the treatment may be limited or evolving.
• Individual outcomes cannot be guaranteed.
• All known risks, potential side effects, uncertainties, and alternative treatment options have been discussed.
• Your treatment plan may be adjusted, paused, or discontinued at the discretion of your treating practitioner based on clinical judgement and safety considerations.

15.3. Patient Responsibility

By proceeding with any peptide therapy or compounded product through Rumen, you confirm that:

• You have answered all medical screening questions truthfully and to the best of your knowledge.
• You understand the nature of the treatment and associated risks.
• You agree to follow all medical guidance provided by your prescribing practitioner.

15.4. Clinical Governance

All prescribing decisions are made by AHPRA-registered Australian practitioners in accordance with current clinical standards and regulatory requirements. Compounded medications are supplied in line with Australian pharmacy and prescribing regulations.