Terms of service

Acceptance of Terms

By accessing the Reset Concierge website, completing an intake questionnaire, booking a consultation, or purchasing any product or service, you ("Client") agree to be bound by these Terms and Conditions. If you do not agree, you must not use our services. We may update these Terms from time to time, and the version in effect at the time of your purchase will apply to that transaction.

Eligibility

Reset Concierge services are available only to adults aged 18 years or older who are residents of jurisdictions where our products and services may be lawfully supplied. By engaging our services, you confirm that you meet these eligibility requirements and that all information you provide is true, accurate, and complete.

Nature of Service & Medical Disclaimer

Reset Concierge provides personalised wellness protocols compounded by registered pharmacies on the basis of a practitioner consultation. Our service is not a substitute for emergency care, primary care, or ongoing medical management by your treating doctor. Information provided on our website, via WhatsApp, or in any other communication is general in nature and is not intended to diagnose, treat, cure, or prevent any disease. You should always consult your own qualified healthcare practitioner before commencing, changing, or ceasing any treatment.

Consultation & Prescribing

Protocols are prescribed by independent practitioners following review of the information you provide. Practitioners reserve the absolute right to decline to prescribe where, in their clinical judgement, a protocol is not appropriate or safe for the Client. You agree to disclose accurate and complete information about your health, medications, allergies, and medical history. Reset Concierge is not liable for outcomes arising from incomplete, inaccurate, or misleading information provided by the Client.

Pricing, Payment & Currency

All prices are listed in Australian Dollars (AUD) unless otherwise stated and are inclusive of GST where applicable. Payment is required in full at the time of order. We accept the payment methods displayed at checkout. Reset Concierge reserves the right to change pricing at any time, but changes will not affect orders already placed and paid for.

Shipping & Delivery

Orders are dispatched once a protocol has been compounded and cleared for release by the dispensing pharmacy. Estimated delivery timeframes are indicative only and not guaranteed. Risk in the goods passes to the Client upon delivery to the nominated address. The Client is responsible for ensuring the delivery address is correct, accessible, and appropriately temperature-controlled where required. Reset Concierge is not liable for losses caused by incorrect addresses, failed deliveries, or failure to refrigerate cold-chain items promptly upon receipt.

Storage & Handling

Many protocols are temperature-sensitive and must be stored in accordance with the instructions provided with each shipment. Failure to store, handle, or administer the product as directed voids any replacement entitlement and may render the product unsafe. The Client assumes full responsibility for proper storage and self-administration.

Cancellations

Orders may be cancelled without charge only before compounding has commenced. Once compounding has begun, an order cannot be cancelled and no refund will be issued, as the product is personalised and cannot be re-sold.

Subscriptions

Where the Client elects a subscription, recurring billing will occur automatically at the cadence selected at checkout. Subscriptions may be paused or cancelled by the Client at any time prior to the next billing cycle via their account or by contacting Reset Concierge. Charges already processed for compounded protocols are non-refundable.

Refunds, Replacements & Personalised Goods

Each protocol supplied by Reset Concierge is custom-prepared, mixed, and dispensed specifically for the individual Client following their consultation. For health, safety, and regulatory reasons, once a personalised protocol has been compounded and dispatched it cannot be returned, resold, or reused, and is therefore not eligible for refund. This exclusion does not apply to your rights under the Australian Consumer Law in respect of goods that are not of acceptable quality. In the event that delivery equipment (e.g. pens, syringes, or ancillary devices) arrives damaged, defective, or non-functional, Reset Concierge will arrange a free-of-charge replacement upon notification within 7 days of receipt and return (where required) of the affected item. Change-of-mind refunds on personalised protocols are not available.

Intellectual Property

All content on the Reset Concierge website, including text, graphics, logos, protocols, branding, and the "Reset Concierge" and "Reset Intelligence" marks, is owned by or licensed to Reset Concierge and protected by Australian and international intellectual property laws. You may not reproduce, distribute, or create derivative works without our prior written consent.

Privacy

Your personal and health information is collected, used, and stored in accordance with our Privacy Policy and the Privacy Act 1988 (Cth), including the Australian Privacy Principles. By using our service, you consent to the collection and handling of your information as described in the Privacy Policy.

Confidentiality

Both parties agree to keep confidential any non-public information disclosed in the course of the consultation and service relationship, except where disclosure is required by law or is necessary to deliver the service (e.g. to the prescribing practitioner or dispensing pharmacy).

Prohibited Use

You agree not to resell, re-supply, or transfer any compounded protocol to any other person. Personalised protocols are issued for the individual Client only and use by any other person is dangerous and strictly prohibited.

Limitation of Liability

To the maximum extent permitted by law, Reset Concierge's total liability arising out of or in connection with the supply of any product or service is limited to the price paid by the Client for that product or service. Reset Concierge is not liable for indirect, consequential, or special losses, including loss of income, loss of opportunity, or emotional distress. Nothing in these Terms excludes, restricts, or modifies any consumer guarantees, rights, or remedies under the Australian Consumer Law that cannot lawfully be excluded.

Indemnity

The Client agrees to indemnify Reset Concierge against any loss, claim, or liability arising out of the Client's misuse of any product, breach of these Terms, or failure to disclose accurate health information.

Force Majeure

Reset Concierge is not liable for any delay or failure to perform caused by events beyond its reasonable control, including pharmacy supply interruptions, courier delays, natural disasters, pandemics, or government action.

Dispute Resolution

Before commencing any legal proceeding, the parties agree to attempt in good faith to resolve any dispute by direct negotiation within 30 days of written notice. Where the dispute cannot be resolved, it may be referred to mediation by mutual agreement before litigation.

Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

Entire Agreement

These Terms, together with the Privacy Policy and any documents expressly referenced, constitute the entire agreement between you and Reset Concierge in relation to the supply of our products and services.

Governing Law

This Agreement is governed by Australian law and the State or Territory of residence.