Terms & Conditions

Depending on the program you select, the Services may include:

• Doctor consultations;
• Teleconsultations;
• Metabolic health assessments;
• Diabetes and prediabetes management programs;
• Nutrition consultations;
• Lifestyle coaching;
• Fitness or physical activity guidance;
• Sleep and stress-management guidance;
• Diagnostic testing;
• Health assessments;
• Continuous or periodic health monitoring;
• Health reports and dashboards;
• Wearable or connected-device integrations;
• Continuous glucose monitoring ("CGM") or glucose monitoring;
• Health-related educational content;
• Personalised health recommendations;
• Medication-related support where legally and clinically appropriate; and
• Other services introduced by Heavohealth from time to time.

Not every Service will be available to every User.

Certain programs may include or integrate with devices such as:

• Continuous glucose monitors;
• Glucose meters;
• Smart scales;
• Wearables;
• Fitness trackers; or
• Other health-monitoring devices.

Devices may be supplied directly by Heavohealth or by third-party manufacturers, distributors or service providers.

Your use of a third-party device may also be governed by the manufacturer's terms and conditions and privacy policy.

Device readings are intended to support health monitoring and decision-making. They should not automatically be treated as a definitive medical diagnosis.

You should follow the instructions provided by the relevant Healthcare Professional and device manufacturer.

Heavohealth may offer structured health programs designed to support areas such as metabolic health, diabetes management, nutrition, physical activity, sleep and lifestyle behaviour.

Participation in lifestyle interventions may require you to provide information, complete assessments, monitor health metrics and follow recommendations provided through the program.

Results vary between individuals and depend on multiple factors, including:

• Existing health conditions;
• Medication;
• Genetics;
• Lifestyle;
• Diet;
• Physical activity;
• Sleep;
• Adherence;
• Age;
• Environmental factors; and
• Other individual circumstances.

Heavohealth does not guarantee any particular result.

You agree that information you provide to Heavohealth will be accurate, complete and current. You are responsible for updating information where there has been a material change. This includes, where relevant:

• Medical history;
• Current medications;
• Allergies;
• Diagnostic results;
• Symptoms;
• Health measurements;
• Contact information; and
• Other information required for safe and effective delivery of the Services.

Providing inaccurate, incomplete or misleading health information may affect the safety and effectiveness of the Services.

Where the Platform permits you to manage accounts or Services for another person, including a family member:

• You must have the appropriate authority to do so.
• You must provide accurate information.
• You must not provide another person's personal or health information without the necessary authority or consent.
• Where the individual is a child or otherwise lacks legal capacity, you must act only in your capacity as an authorised parent, guardian or representative, as applicable under law.

You are responsible for ensuring that the information you provide regarding another individual is accurate and lawfully provided.

You authorise Heavohealth and relevant Healthcare Professionals to collect, process, store and use information reasonably necessary to provide the Services, subject to our Privacy Policy and applicable law.

Medical records, diagnostic reports, health measurements, consultation notes and other healthcare information may be maintained as required for:

• Providing healthcare Services;
• Continuity of care;
• Safety monitoring;
• Clinical governance;
• Legal and regulatory compliance;
• Record-keeping; and
• Other lawful purposes.

Processing of personal data is governed by our Privacy Policy. You may exercise applicable privacy and data protection rights in accordance with our Privacy Policy and applicable law.

Fees for Services will be displayed on the Platform or otherwise communicated to you before purchase, wherever applicable. You agree to:

• Pay all applicable fees;
• Provide accurate payment information;
• Use a payment method that you are authorised to use; and
• Pay applicable taxes and charges.

Payments may be processed through third-party payment gateways. Heavohealth does not ordinarily retain complete payment-card information where payment processing is handled by an authorised payment service provider.

Appointments may be cancelled or rescheduled subject to the applicable cancellation and rescheduling policy communicated at the time of booking.

Refund eligibility, where applicable, will be governed by the refund policy applicable to the relevant Service or package.

Certain Services may be non-refundable once delivered, initiated, consumed or fulfilled, subject to applicable law.

Where a refund is approved, the applicable amount will ordinarily be returned through the original payment method, subject to payment-provider and banking timelines.

Certain Services may require you to create an account. You are responsible for:

• Maintaining the confidentiality of your login credentials;
• Providing accurate information;
• Protecting access to your account;
• Not sharing your credentials with unauthorised persons; and
• Informing Heavohealth promptly if you suspect unauthorised access.

You are responsible for activity conducted through your account unless such activity resulted from circumstances for which you are not legally responsible.

You agree to use the Platform only for lawful purposes and in accordance with these Terms. You must not:

• Use the Platform for unlawful purposes.
• Misrepresent your identity or provide false information.
• Impersonate another person.
• Attempt to obtain unauthorized access to another User's account.
• Interfere with the operation or security of the Platform.
• Introduce malware, viruses or other harmful code.
• Reverse engineer or attempt to extract source code from the Platform, except where expressly permitted by law.
• Scrape, copy or systematically extract Platform data without our written permission.
• Reproduce or commercially exploit Platform content without authorisation.
• Upload content that is unlawful, defamatory, abusive, obscene, infringing or otherwise prohibited by law.
• Violate another person's privacy or intellectual property rights.
• Attempt to circumvent security or authentication mechanisms.
• Use automated systems to access the Platform in a manner that places unreasonable load on our infrastructure.
• Use the Platform to provide medical advice to others without appropriate authority or qualifications.
• Interfere with another User's access to the Platform.

We may suspend or terminate access where we reasonably believe these Terms have been violated.

The Platform and its contents, including software, source code, website design, user interfaces, text, graphics, logos, brand elements, videos, images, educational materials, reports, algorithms, databases, product features and other proprietary materials are owned by or licensed to Heavohealth and are protected by applicable intellectual property laws.

Except as expressly permitted by these Terms or applicable law, you may not copy, modify, reproduce, distribute, publish, sell, license, reverse engineer, create derivative works from, or commercially exploit any part of the Platform or its proprietary content without our prior written permission.

The Platform may integrate with or facilitate services provided by third parties, including:

• Doctors and healthcare professionals;
• Laboratories;
• Pharmacies;
• Device manufacturers;
• Payment providers;
• Cloud-service providers;
• Wearable platforms;
• Health-data platforms; and
• Other healthcare or technology providers.

Third-party services may be subject to separate terms and privacy policies. Heavohealth is not responsible for matters outside its reasonable control relating to independent third-party services, except where liability cannot lawfully be excluded.

We aim to maintain reliable access to the Platform but do not guarantee that it will always be:

• Available;
• Uninterrupted;
• Error-free;
• Secure;
• Free from viruses; or
• Compatible with every device or operating system.

Access may occasionally be suspended or restricted due to:

• Maintenance;
• Security incidents;
• Software updates;
• Technical failures;
• Network failures;
• Third-party service interruptions; or
• Circumstances beyond our reasonable control.

To the maximum extent permitted by applicable law, the Platform and non-clinical content are provided on an "as is" and "as available" basis. Heavohealth does not warrant that:

• The Platform will always meet your requirements;
• The Platform will operate without interruption;
• Information will always be complete or error-free;
• Health recommendations will produce a specific outcome;
• Diagnostic results will always be error-free;
• Third-party services will always be available; or
• Any particular health outcome will be achieved.

Nothing in these Terms excludes any warranty, right or protection that cannot legally be excluded under applicable law.

To the maximum extent permitted by applicable law, Heavohealth shall not be liable for indirect, incidental, special, consequential or punitive losses arising from your use of the Platform or Services. This may include, where legally permitted:

• Loss of profits;
• Loss of data;
• Loss of business opportunity;
• Loss arising from service interruption; or
• Other consequential losses.

Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law, including liability arising from fraud, wilful misconduct or other matters for which limitation is prohibited by law.

Where a Service is provided by an independent Healthcare Professional or third-party provider, the professional or provider remains responsible for their own professional acts and omissions to the extent provided by applicable law.

To the extent permitted by applicable law, you agree to indemnify and hold harmless Heavohealth, its affiliates, directors, officers, employees and authorised representatives from claims, losses, liabilities, costs and expenses arising from:

• Your breach of these Terms;
• Your unlawful use of the Platform;
• Your violation of another person's rights;
• Your misuse of the Services; or
• Information or User Content submitted by you that violates applicable law or third-party rights.

This provision does not apply to the extent that the relevant claim results from Heavohealth's own unlawful conduct or liability that cannot legally be excluded.

You may stop using the Platform at any time. Heavohealth may suspend or terminate your access if:

• You materially breach these Terms;
• You engage in fraudulent or unlawful activity;
• You compromise the security of the Platform;
• Your use creates a risk to other Users or Heavohealth;
• Required by law or regulatory authority; or
• We discontinue the relevant Service.

Termination does not affect rights or obligations that accrued before termination. Certain provisions, including intellectual property, payment obligations, disclaimers, limitation of liability and dispute-related provisions, may survive termination.

By registering for or using the Services, you agree that Heavohealth may communicate with you through:

• Email;
• SMS;
• Telephone;
• WhatsApp or other messaging services;
• In-app notifications; or
• Other communication channels associated with your account.

Service-related communications may continue even if you opt out of promotional communications. You may opt out of promotional communications through the mechanism provided in the relevant communication or by contacting us.

Heavohealth shall not be responsible for delay or failure in performing its obligations where such delay or failure results from circumstances beyond its reasonable control. Such circumstances may include:

• Natural disasters;
• Epidemics or pandemics;
• Government actions;
• War;
• Civil unrest;
• Internet or telecommunications failures;
• Power failures;
• Cybersecurity incidents;
• Third-party infrastructure failures;
• Strikes; or
• Other events beyond reasonable control.

Notices to you may be provided through:

• Your registered email address;
• In-app notifications;
• Notifications on the Platform;
• SMS or other electronic communication; or
• Other legally permissible methods.

Notices to Heavohealth should be sent to: