Terms & Conditions
Clinic operator: Menopause Medical Aesthetics Pty Ltd (ACN 701 275 783), registered address [to be completed], trading as Menopause Medical Aesthetics
Website: menoskin.com.au
Version: Revised Version 3 - 3 August 2026
1. INTRODUCTION AND ACCEPTANCE
1.1 These Terms and Conditions govern your access to and use of the Menopause Medical Aesthetics website, booking pathway, patient portal, telehealth systems and clinical-care services.
1.2 Menopause Medical Aesthetics is a clinical telehealth brand operated by the Clinic Operator identified on the first page (Clinic, we, us or our). The Clinic is the patient's contractual counterparty for the clinical services described in these Terms.
1.3 By using the website, creating an account, booking or attending a consultation, activating a booking, enrolling in ongoing clinical care or otherwise using the Services, you agree to these Terms, the Privacy Policy, the Patient Consent to Telehealth and Clinical Assessment, the Cancellation, Rescheduling and Refund Policy outlined here, and any other document expressly presented for your acceptance.
1.4 If you do not agree, you must not activate a booking or use the Services.
2. SEPARATE BUSINESSES AND ROLES
2.1 The Clinic operates independently from Skin by MenoWell and from any pharmacy. There is no representation that these businesses are a single healthcare or pharmacy business.
2.2 Skin by MenoWell is a separate education and community business. It does not provide the Clinic's consultations, make clinical or prescribing decisions, dispense medicines, control patient clinical records, or guarantee referral, treatment or prescribing.
2.3 Any pharmacy is an independent pharmacist-owned supplier. The pharmacy is responsible for dispensing decisions, medicine counselling, pharmacy charges, preparation, packaging, supply, delivery arrangements and pharmacy-law compliance.
2.4 The Clinic controls its own clinical governance, practitioners, patient records, complaints, adverse-event processes, prescribing workflows and continuity of care.
3. SERVICES
3.1 The Clinic may provide telehealth consultations, clinical assessment, individual care planning, ongoing monitoring, review consultations, treatment management, clinical support and related administrative services.
3.2 The Clinic does not manufacture, compound, dispense or sell medicines and is not a pharmacy.
3.3 Educational or general information on the website is not individual medical advice and does not replace consultation with an appropriately qualified health practitioner.
4. ELIGIBILITY AND PATIENT RESPONSIBILITIES
4.1 You must be at least 18 years old, be located in Australia at the time of each consultation unless the Clinic has expressly confirmed otherwise, be legally capable of entering a contract, and provide complete, current and accurate information.
4.2 You must disclose relevant medical history, current medicines and supplements, allergies, pregnancy or breastfeeding status where relevant, prior adverse reactions, and any change that may affect clinical care.
4.3 You must not allow another person to use your account or impersonate you. You must protect your login details and promptly report suspected unauthorised access.
4.4 False, misleading or incomplete information may make telehealth or treatment unsafe and may result in delay, refusal, suspension or termination of Services.
5. BOOKING, PAYMENT AND MANDATORY ACTIVATION
5.1 Selecting an appointment time and entering card details reserves an appointment only. The booking is not activated until you complete the mandatory post-payment confirmation step.
5.2 To activate the booking, you must open the documents presented, actively tick the unchecked agreement box and select CONFIRM & ACTIVATE MY BOOKING.
5.3 The Clinic may record the patient identifier, appointment reference, consent wording, document version, date, time, payment reference and relevant audit information to evidence acceptance, subject to the Privacy Policy.
5.4 If you do not complete the activation step within [to be completed], the reserved time may be released and any payment authorisation handled in accordance with the Cancellation, Rescheduling and Refund Policy.
5.5 The initial telehealth consultation fee is $39 unless a different amount is clearly disclosed before payment. The fee is for the consultation and clinical assessment only. It does not purchase ongoing care, treatment, a prescription, a medicine or a pharmacy product.
6. TELEHEALTH
6.1 Consultations are conducted remotely. Telehealth may have limitations compared with an in-person examination, and the clinician may require photographs, further information, pathology, an in-person examination, referral or other assessment.
6.2 The clinician will determine whether telehealth is appropriate. The same professional standards apply to virtual care as to other forms of care.
6.3 You must participate from a safe, private location using a reliable connection and a device with a functioning camera and microphone. You must not record a consultation without the express consent of all participants.
6.4 Technology failures may occur. Where a consultation cannot reasonably proceed, the Clinic will follow its rescheduling or refund policy and any rights that apply under the Australian Consumer Law.
7. CLINICAL INDEPENDENCE AND SUITABILITY
7.1 All assessment, diagnosis, treatment, prescribing, referral, review and discontinuation decisions are made independently by the treating clinician in accordance with their professional judgment and obligations.
7.2 The Clinic does not impose prescribing quotas and practitioner remuneration is not linked to prescription volume, use of a particular pharmacy or a particular patient outcome.
7.3 A clinician may decide that treatment is unsuitable, that further information or tests are required, that an in-person consultation or referral is needed, or that treatment should be modified or discontinued.
7.4 A consultation does not guarantee acceptance into ongoing care, a treatment plan, a prescription, a repeat prescription or any particular outcome.
8. PRESCRIPTIONS AND PRESCRIBED TREATMENT
8.1 A prescription may be issued only if the treating clinician considers it clinically appropriate after an adequate assessment. No prescription is automatic or generated solely by an online questionnaire, payment, program selection or algorithm.
8.2 Repeat prescriptions are not guaranteed and may require further consultation, monitoring, photographs, pathology or other information.
8.3 The clinician may refuse, vary, suspend or discontinue treatment where clinically appropriate. You must follow the clinician's instructions and promptly report adverse effects or material changes in your health.
8.4 Where a clinician discusses off-label or specially prepared treatment, the clinician is responsible for explaining relevant benefits, limitations, uncertainties and alternatives and obtaining any required informed consent.
9. ONGOING CLINICAL CARE PROGRAMS
9.1 If ongoing care is clinically appropriate, the Clinic may offer Silver, Gold or Platinum clinical-care programs providing different levels of access, monitoring, review and support.
9.2 Program selection does not determine or guarantee treatment or prescribing. The clinician will explain available options after assessment.
9.3 Ongoing clinical-care fees are currently approximately $49 to $69 per month, or as otherwise clearly disclosed before enrolment. Those fees relate to clinical assessment, care planning, monitoring, review and support.
9.4 Program fees do not include medicines, prescribed items, pharmacy charges or delivery unless expressly and lawfully disclosed in writing. Any treatment and pharmacy costs are separate.
9.5 There are no lock-in contracts for ongoing clinical-care programs, subject to any reasonable notice, accrued fees and service-period arrangements clearly disclosed before enrolment.
10. RECURRING PAYMENTS
10.1 If you enrol in ongoing clinical care, you authorise the Clinic or its disclosed payment processor to charge the nominated payment method at the disclosed frequency and amount until cancellation takes effect.
10.2 The Clinic will provide reasonable notice of any material fee or inclusion change and will not rely on a unilateral variation term to remove rights that cannot lawfully be excluded.
10.3 If payment fails, the Clinic may make a reasonable further attempt and may suspend non-urgent Services after notice. Clinical safety, continuity and handover obligations will continue to be considered.
11. PATIENT PHARMACY CHOICE AND PRESCRIPTION TRANSMISSION
11.1 If a prescription is issued, you may request a copy and choose any pharmacy able and willing to dispense it.
11.2 The Clinic will not require you to use a particular pharmacy and does not guarantee that any pharmacy will dispense, stock, prepare or deliver a prescribed item.
11.3 If you want the Clinic to send a prescription to a nominated pharmacy and arrange an order, you must actively tick the separate prescribed-item authorisation box presented after the clinician has issued a prescription or otherwise at the appropriate stage.
11.4 If you do not tick that box, the Clinic will not send the prescription to the nominated pharmacy or arrange an order or delivery. You may instead request a copy and make your own pharmacy arrangements.
11.5 Your authorisation permits the Clinic to disclose the prescription and the minimum personal, contact and delivery information reasonably necessary for dispensing and supply, as explained in the Privacy Policy.
12. INDEPENDENT PHARMACY TERMS, CHARGES AND DELIVERY
12.1 The pharmacy is an independent supplier and may apply separate terms, prices, identity checks, clinical or dispensing requirements, refund rules and delivery charges.
12.2 Any displayed pharmacy amount is separate from Clinic fees, may vary between pharmacies and is not a guarantee of availability or dispensing.
12.3 Unless expressly disclosed otherwise at the point of payment, pharmacy charges are payable directly to the pharmacy. If the Clinic facilitates collection as a disclosed payment agent, the pharmacy identity, amount, agency capacity, responsibility for refunds and separate consent must be clearly stated before payment.
12.4 The Clinic is not responsible for an independent pharmacy's professional decisions, preparation, quality assurance, counselling, supply, packaging or delivery, except to the extent liability cannot lawfully be excluded.
12.5 Delivery estimates are not guarantees. You are responsible for accurate delivery details and secure receipt and storage of prescribed items.
13. CANCELLATION, RESCHEDULING AND REFUNDS
13.1 The detailed Cancellation, Rescheduling and Refund Policy forms part of these Terms. Before launch, the Clinic must insert and publish the applicable notice periods, non-attendance fee, late-cancellation treatment and contact method.
13.2 Consultation cancellations and rescheduling are subject to: 24 hour notice of cancellation.
13.3 Ongoing clinical care may be cancelled through email address [email protected]. Cancellation stops future renewals after any disclosed notice period and does not remove charges already properly incurred for Services supplied.
13.4 Nothing in these Terms excludes, restricts or modifies any non-excludable right or remedy under the Australian Consumer Law.
13.5 Pharmacy refunds and returns are governed by the pharmacy's terms and applicable law. The Clinic cannot promise a refund for an item dispensed or supplied by an independent pharmacy.
14. AUSTRALIAN CONSUMER LAW
14.1 Services come with consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
14.2 Any exclusion, limitation, discretion, suspension, cancellation, variation, indemnity or refund provision in these Terms operates only to the maximum extent permitted by law and must not be read as removing a non-excludable right.
14.3 Where a remedy may lawfully be limited, the Clinic's liability is limited, at its option, to supplying the Services again or paying the reasonable cost of having the Services supplied again.
15. PRIVACY, HEALTH INFORMATION AND RECORDS
15.1 The Clinic collects and handles personal and health information in accordance with its Privacy Policy, the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable State or Territory health-records laws.
15.2 The Clinic is responsible for its clinical records and governance. Skin by MenoWell does not control the Clinic's clinical records merely because it referred a person or supplied separate technology or marketing services.
15.3 Information may be disclosed where reasonably necessary to treating practitioners, pathology providers, technology and payment providers, your chosen pharmacy, delivery providers, professional advisers, insurers and regulators, as described in the Privacy Policy or required or authorised by law.
15.4 Consent for clinical administration or pharmacy disclosure is separate from consent to direct marketing, testimonials, research or other secondary uses. You may withdraw optional consent subject to the consequences explained at the time.
15.5 You may request access to or correction of your information, subject to applicable law and the Privacy Policy.
15.6 The Clinic may invite you to give separate, optional consent for certain information collected during your care to be used to develop, test, validate and train a Menopause Medical Aesthetics artificial intelligence-assisted clinical support agent (MMA AI Agent). The MMA AI Agent is intended to support, and not replace, the independent judgment of a qualified clinician.
15.7 Information used for the MMA AI Agent will be limited to de-identified, non-identifying metadata and derived data. Before use, the Clinic will remove direct identifiers and take reasonable technical and organisational steps to reduce the risk that you could reasonably be re-identified. Names, contact details, patient identifiers and other information that directly identifies you will not be included in the AI training dataset.
15.8 Clinical photographs may be processed to remove identifying information and converted into non-identifying metadata, measurements, labels or other derived data. Raw photographs, recognisable facial images and identifiable medical records will not be used to train the MMA AI Agent under this consent. They will remain protected clinical records and will be handled and retained in accordance with the Privacy Policy and applicable law.
15.9 Consent to this secondary use is voluntary and will be requested separately from consent to treatment. Refusing or later withdrawing consent will not affect your eligibility for, or the standard of, clinical care. You may withdraw consent for future use by contacting the Privacy Contact. Withdrawal will not require the Clinic to reverse training already lawfully completed using data that had been effectively de-identified and incorporated into the MMA AI Agent before the withdrawal was received.
15.10 The Clinic will not sell the AI training data or use it for advertising, patient profiling, automated prescribing or automated treatment decisions. Access will be restricted to authorised personnel and contracted service providers subject to privacy, confidentiality and security obligations. Further details, including purposes, safeguards, retention, service-provider access and any overseas handling, must be set out in the Privacy Policy and the separate consent notice.
16. COMMUNICATIONS
16.1 You consent to receiving service communications by email, SMS, portal notification or telephone, including booking confirmation, reminders, clinical administration, payment notices and safety communications.
16.2 Direct marketing will be sent only where permitted by law and in accordance with the Privacy Policy. You may unsubscribe from marketing without stopping necessary clinical or transactional communications.
16.3 You are responsible for keeping your contact details current and for checking communications relevant to your care.
17. EMERGENCIES AND URGENT CARE
17.1 The Clinic is not an emergency service and the website, portal, email and support channels must not be used for urgent care.
17.2 For a medical emergency, call 000 or attend the nearest emergency department. For urgent but non-life-threatening concerns, seek timely advice from an appropriate local health service.
18. PATIENT CONDUCT AND ACCEPTABLE USE
18.1 You must not use the Services unlawfully, provide false information, impersonate another person, compromise system security, upload malicious material, misuse prescriptions or harass or threaten staff, practitioners or other persons.
18.2 The Clinic may restrict or suspend access for safety, security, non-payment, misuse or legal or regulatory reasons, while taking reasonable steps concerning urgent needs, records access, continuity and handover.
19. INTELLECTUAL PROPERTY
19.1 The Clinic website, portal content, branding, forms, software, clinical administration materials and other content are owned by or licensed to the Clinic Operator, except for third-party material.
19.2 Skin by MenoWell names, content and intellectual property remain owned by their separate owner and are not transferred by these Terms.
19.3 You may use website content for personal, non-commercial purposes only and must not reproduce, modify, distribute or commercially exploit it without permission.
20. THIRD-PARTY SERVICES
20.1 The Services may use third-party booking, video, payment, identity, pathology, hosting, communications and delivery systems. Their terms and privacy practices may also apply.
20.2 The Clinic is not responsible for matters within an independent third party's control, except to the extent liability cannot lawfully be excluded.
21. DISCLAIMERS AND OUTCOMES
21.1 Medical and skin-treatment outcomes vary between individuals. The Clinic does not guarantee improvement, suitability, continued treatment, a particular result or freedom from adverse effects.
21.2 Website images, generic containers and educational illustrations are illustrative only and do not represent a specific product, medicine, prescription or treatment supplied to you.
21.3 General website information must not be interpreted as an advertisement or offer of a prescription medicine or as an entitlement to obtain one.
22. LIABILITY
22.1 Nothing in these Terms excludes liability that cannot lawfully be excluded, including non-excludable consumer guarantees.
22.2 Subject to clause 22.1, the Clinic is not liable for independent pharmacy decisions or conduct, third-party delivery failures, patient misuse, inaccurate patient information, unauthorised account use not caused by the Clinic, or telecommunications failures outside the Clinic's reasonable control.
22.3 Each treating practitioner remains professionally responsible for their own clinical decisions. This clause does not alter any responsibility of the Clinic Operator that exists under law, contract, clinical governance obligations or vicarious-liability principles.
23. PATIENT RESPONSIBILITY AND INDEMNITY
23.1 You are responsible for loss directly caused by your unlawful conduct, deliberate misuse, fraud or material breach of these Terms.
23.2 To the extent permitted by law, you indemnify the Clinic against third-party claims arising directly from that conduct, but not to the extent caused or contributed to by the Clinic, a clinician, a breach of law or a matter for which liability cannot be excluded.
24. COMPLAINTS, ADVERSE EVENTS AND CONTINUITY OF CARE
24.1 Clinical, billing, privacy and service complaints should be directed to the Clinic using the contact details below. Pharmacy complaints should also be directed to the relevant pharmacy.
24.2 The Clinic will maintain processes for complaints, adverse-event escalation, urgent clinical review, records access and continuity or transfer of care.
24.3 Nothing prevents you from contacting an applicable health complaints body, privacy regulator, professional regulator, consumer authority or other lawful external body.
25. SUSPENSION AND TERMINATION
25.1 The Clinic may suspend or terminate Services for material breach, safety risk, abusive conduct, non-payment, unlawful activity, loss of clinical appropriateness or regulatory necessity.
25.2 Where practicable, the Clinic will provide reasonable notice and information about records, outstanding fees, prescriptions, follow-up and transfer or continuity of care.
25.3 Termination does not affect accrued rights or provisions intended to survive.
26. CHANGES TO SERVICES AND TERMS
26.1 The Clinic may update Services and these Terms to reflect legal, regulatory, clinical, security or operational changes.
26.2 Material changes affecting price, recurring payment, cancellation rights or ongoing Services will be notified before taking effect where required, and will not operate retrospectively to remove accrued rights.
26.3 If you do not accept a material change, you may cancel ongoing Services in accordance with the applicable cancellation arrangements.
27. GENERAL
27.1 These Terms and the documents expressly incorporated by reference form the agreement between you and the Clinic for the Services and supersede prior representations about the same subject matter, except for rights that cannot lawfully be excluded.
27.2 If a provision is invalid or unenforceable, it is read down where possible and otherwise severed without affecting the remainder.
27.3 A failure to enforce a right is not a waiver. A waiver must be in writing.
27.4 The Clinic may assign or novate these Terms only where lawful and on reasonable notice, and not in a way that materially prejudices non-excludable patient rights. You may not assign personal clinical Services.
27.5 The Clinic is not liable for delay caused by events outside reasonable control, but will take reasonable steps to communicate and mitigate disruption.
27.6 Clauses concerning privacy, records, intellectual property, accrued fees, liability, complaints, dispute resolution and provisions intended by their nature to continue survive termination.
28. GOVERNING LAW
28.1 These Terms are governed by the laws of New South Wales, Australia.
28.2 The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and courts hearing appeals from them.
29. CONTACT DETAILS
29.1 Clinic Operator: Menopause Medical Aesthetics Pty Ltd (ACN 701 275 783).
29.2 Trading name: Menopause Medical Aesthetics.
29.3 Website: menoskin.com.au.
29.4 Email: [email protected].
29.5 Privacy contact: [email protected].
29.6 Complaints contact: [email protected].
29.7 Postal address: [to be completed].
30. DEFINITIONS
30.1 Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth).
30.2 Clinic means the legal entity identified as Clinic Operator on the first page, trading as Menopause Medical Aesthetics.
30.3 Clinician means a registered health practitioner providing clinical Services for or through the Clinic within their lawful scope of practice.
30.4 Ongoing Clinical Care Program means a Silver, Gold, Platinum or other clinical monitoring, review and support arrangement offered by the Clinic after assessment.
30.4A MMA AI Agent means the Menopause Medical Aesthetics artificial intelligence-assisted clinical support agent described in clause 15.
30.5 Pharmacy means an independent pharmacy chosen by the patient or nominated with the patient's express consent.
30.6 Services means the clinical, telehealth, monitoring, review, support and related administrative services supplied by the Clinic.
30.7 Skin by MenoWell means the separate education, community and referral business and not the Clinic Operator.
30.8 Terms means these Terms and Conditions and incorporated policies as updated lawfully from time to time.
Independent telehealth care for menopausal skin.
Information on this page is general and does not replace individual medical advice. Treatment and prescribing decisions remain with the treating clinician.
Consultation does not guarantee treatment or a prescription. Any treatment decision is made independently by your clinician. Treatment and pharmacy costs, if any, are separate. Patients may use a pharmacy of their choice.