Customer – Terms of Service  

Last updated: March 2026

Please read these Terms of Service carefully. By accessing or using the services made available by Concept Clinics Australia Pty Ltd ABN 57 642 637 401 trading as nursable (“nursable”, “we”, “our” or “us”), you agree to be bound by these Terms.

We may update these Terms from time to time by publishing the revised version on our website or platform. Your continued use of our services after any update takes effect constitutes acceptance of the updated Terms.

1. Scope of Terms

These Terms set out the basis on which nursable makes available to you, through its website, platform, systems, support services, education services and related offerings (the Platform), access to products and services including, where applicable:

– platform access;

– business support services;

– compliance support services;

– clinical support services;

– training and education services;

– events and community access;

– product ordering support;

– software and workflow tools;

– emergency or escalation support services;

– facilitation of consultations with independent healthcare practitioners, where available; and

– any other services, products or support made available by nursable from time to time,

(together, the Services).

These Terms apply each time you access or use the Services.

By creating an account, accessing the Platform, placing an order, requesting support, booking training, attending an event, requesting a consultation, or otherwise using the Services, you agree to be bound by these Terms.

Each use of the Services may constitute a separate agreement between you and nursable in respect of those Services.

If you do not accept these Terms, you must not access or use the Services.

2. No emergency use

The Services are not suitable for emergency or urgent medical situations.

If you are experiencing a medical emergency or require urgent assistance, call 000 or attend your nearest hospital emergency department immediately.

You should not rely on the Platform or Services for urgent or time-critical medical care.

3. Eligibility and accounts

To use the Services, you must:

– be located in Australia, where the relevant service requires Australian access;

– provide accurate, current and complete information; and

– comply with these Terms and any applicable platform requirements.

You may be required to create an account to access some Services.

You are responsible for:

– maintaining the confidentiality of your account details;

– all activity conducted through your account;

– ensuring your details remain current and accurate; and

– ensuring any information you submit is truthful, complete and not misleading.

If you create or use an account on behalf of another person, you confirm that you are authorised to do so.

We may suspend, restrict or terminate your access to the Platform or Services if:

– you breach these Terms;

– you provide inaccurate, false or misleading information;

– we reasonably suspect misuse, unlawful activity, or inappropriate conduct; or

– we are otherwise required or entitled to do so.

4. Services

You must provide honest, accurate and complete information when using the Services and must not omit information relevant to the Services requested.

The Services made available by nursable may vary from time to time and may be subject to eligibility requirements, availability, geographic limitations, practitioner availability, stock availability, or other operational requirements.

Where nursable facilitates access to services provided by third parties, including healthcare practitioners, trainers, educators, pharmacies, suppliers, or delivery providers, those parties may have their own terms, policies and professional obligations.

To the extent permitted by law:

– independent healthcare practitioners are solely responsible for the healthcare services they provide;

– pharmacists are solely responsible for dispensing decisions;

– suppliers are solely responsible for product supply decisions;

– trainers and educators are solely responsible for educational content they provide; and

– nursable is not the provider of independent clinical care merely because it facilitates access through the Platform.

We do not guarantee:

– that any particular service will be suitable for your needs;

– that any request you make will be accepted;

– that any practitioner will prescribe, approve, or recommend a product or service;

– that any particular practitioner, trainer or support person will be available;

– that products will always be in stock or available for supply; or

– uninterrupted access to the Platform.

You must not record consultations, training sessions, support calls, or other interactions without prior consent from all relevant participants.

5. Clinical and practitioner services

Where the Platform facilitates access to a doctor, nurse practitioner, pharmacist, nurse, educator, or other healthcare professional, that professional is responsible for their own professional judgment, record keeping, legal compliance and clinical decisions.

Any prescribing, treatment recommendation, referral, certificate, clinical advice or healthcare-related decision is at the discretion of the relevant practitioner.

nursable does not guarantee that:

– a prescription will be issued;

– a referral will be provided;

– a consultation will result in any particular outcome;

– medication will be approved or dispensed; or

– any requested service will be clinically appropriate.

You are responsible for seeking advice from your regular treating practitioner where appropriate, including where your symptoms change, worsen, or require follow-up care.

6. Orders, products and medication

nursable may make available ordering, supply coordination, product support, or related fulfilment services through the Platform.

Unless expressly stated otherwise, nursable is not a pharmacy and does not itself dispense medications.

If products, prescriptions or other items are supplied, dispensed or delivered through third-party providers, those providers are responsible for their own services and decisions, including:

– dispensing decisions;

– stock availability;

– delivery arrangements;

– shipping timeframes; and

– product handling requirements.

If you request delivery of any product or medication:

– you must provide accurate delivery details;

– you are responsible for ensuring appropriate arrangements are in place to receive delivery;

– estimated delivery timeframes are estimates only; and

– delays, stock issues, address errors, or third-party delivery failures may affect fulfilment.

Where medication has already been dispensed, refund restrictions may apply.

If there is an issue with an order, delivery, dispensing outcome, or product condition, you should contact us promptly using the contact details below.

7. Use of products and medications

You must read and follow all instructions, labels, packaging, clinical guidance and practitioner advice provided in relation to any product or medication.

If a healthcare practitioner prescribes medication or recommends treatment, you are responsible for following the practitioner’s advice and seeking appropriate follow-up care where required.

If you experience serious side effects or an adverse reaction, seek urgent medical attention immediately.

8. Price and payment

All prices are in Australian dollars and include GST where applicable, unless otherwise stated.

You will be notified of the applicable fees or charges at or before the time you request, book, purchase or access the relevant Services.

Payment may be required in advance, at the time of booking, at the time of order, or after the relevant service is confirmed, depending on the nature of the Service.

You authorise nursable to process payments using the payment method you nominate.

We may use third-party payment processors. You are responsible for ensuring your payment details are accurate and current.

We may vary prices, fees and payment terms at any time by updating them on the Platform or otherwise notifying you. Any updated fees will apply to future Services, not Services already purchased unless otherwise stated.

Unless expressly stated, fees for Services are not claimable through Medicare and no Medicare rebate is available.

If any private health insurance benefit may be available, you are responsible for confirming eligibility and making any claim directly with your insurer.

9. Cancellations and refunds

Refunds, credits and cancellations are subject to the nature of the Service, these Terms, any service-specific terms, and any non-excludable rights you may have under Australian Consumer Law.

Unless otherwise stated:

– fees for completed Services are generally non-refundable;

– cancellations made before a booked service begins may be eligible for a refund or credit, at our discretion or in accordance with any stated cancellation policy;

– products already opened, used, dispensed, supplied to order, or otherwise no longer suitable for resale may not be refundable;

– where third-party providers are involved, their refund restrictions may also apply.

Where a refund is approved, it will generally be returned to the original payment method.

Processing times for refunds may vary.

Nothing in these Terms excludes rights you may have under the Australian Consumer Law.

10. Availability

Access to the Platform and Services may be interrupted, delayed, restricted or unavailable from time to time, including due to maintenance, outages, operational issues, third-party failures, or events beyond our reasonable control.

We do not guarantee continuous availability of the Platform or Services.

Where a requested Service is unavailable or unsuitable, we may decline the request, offer an alternative, reschedule the Service, or refer you to another provider where appropriate.

11. Privacy

Your personal information, including sensitive information and health information where applicable, may be collected, used, stored and disclosed by nursable in connection with your use of the Platform and Services.

Our Privacy Policy explains how we generally handle your personal information, including:

– what information we collect;

– how we use and disclose it;

– how you may request access to or correction of your information; and

– how you may make a privacy complaint.

By using the Platform or Services, you agree to the handling of your personal information in accordance with our Privacy Policy.

12. Limitation of liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred by the Australian Consumer Law or any other law that cannot be excluded, restricted or modified.

To the maximum extent permitted by law:

– nursable excludes all implied warranties and representations not expressly stated in these Terms;

– nursable is not liable for indirect, incidental, special or consequential loss, including loss of profit, loss of opportunity, loss of goodwill, or business interruption;

– nursable is not liable for loss arising from inaccurate or incomplete information provided by you;

– nursable is not liable for decisions or conduct of independent practitioners, pharmacies, suppliers, trainers, delivery partners, or other third parties;

– nursable is not liable for delays, interruptions, or failures caused by events beyond our reasonable control; and

– where liability cannot be excluded, our liability is limited, at our option, to resupplying the relevant Services or paying the cost of having the relevant Services supplied again.

You remain responsible for seeking appropriate independent professional, medical, legal, financial or other advice relevant to your circumstances.

13. Offers and promotions

From time to time, we may make offers, discounts, promotions or special access opportunities available.

Any such offer may be subject to additional terms, including:

– eligibility requirements;

– expiry dates;

– booking or redemption conditions;

– usage limits; and

– restrictions on transfer, duplication, resale or combination with other offers.

By using a promotional code or redeeming an offer, you agree to the applicable promotional terms.

We may vary, withdraw or cancel promotions at any time, subject to applicable law.

14. Complaints

If you believe you have been incorrectly charged, or you have a complaint, concern or enquiry about the Platform or Services, please contact us using the details below:

Email: hello@nursable.com.au  

Phone: 0408 880 086

We will try to investigate and respond within a reasonable time.

If your complaint relates to a healthcare practitioner, pharmacy, supplier, or other third party, we may refer the complaint to that party where appropriate.

15. General

These Terms are governed by the laws of Victoria, Australia.

You submit to the non-exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia in relation to any dispute arising from or in connection with these Terms.

If any provision of these Terms is held to be invalid, unlawful or unenforceable, that provision will be read down or severed to the extent necessary, and the remaining provisions will continue in full force and effect.

These Terms do not create any relationship of partnership, agency, employment, joint venture or fiduciary relationship between you and nursable.

Our failure to enforce any right or provision under these Terms does not amount to a waiver of that right or provision.

16. Definitions

In these Terms:

Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth).

Platform means the website, software, systems, tools, applications, portals and related services operated by or on behalf of nursable.

Services means the products, services, support, software, consultations, education, ordering functions, events and other offerings made available by nursable from time to time.

Terms means these Customer Terms and Conditions.

you and your mean the individual or entity accessing or using the Services.

nursable means Concept Clinics Australia Pty Ltd ABN 57 642 637 401 trading as nursable.

Contact details

Concept Clinics Australia Pty Ltd  

ABN: 57 642 637 401  

Trading as: nursable  

Address:  

Suite G, 450–460 Chapel Street  

South Yarra VIC 3141  

Australia  

Email: hello@nursable.com.au  

Phone: 0408 880 086