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. Your continued use of Rumen signifies your acceptance of any modifications to these 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.

Each user is allowed to create only one registered account. Registering an account on behalf of another person is not permitted.

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, including through password mining, phishing, or other fraudulent methods.
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, spyware, or any technology that may damage or disrupt the operation of the Platform or other users’ devices.
Engage in unauthorised scraping, data mining, or extraction of content from the Platform, including collecting user data or information without explicit consent.
Use automated tools, bots, scripts, or crawlers to access, interact with, or manipulate the Platform without prior written authorisation from Rumen.
Attempt to bypass security features, monitoring systems, or any access restrictions implemented by Rumen.
Misrepresent your identity or affiliation, including impersonating another individual or entity.
Reproduce, modify, distribute, or exploit any part of the Platform’s content without obtaining prior written permission from Rumen.
Use the Platform for unauthorised advertising, marketing, or spam-related activities, including sending unsolicited messages, promotions, or phishing scams.

Consequences of Violating These Rules

Rumen strictly enforces these rules to maintain a secure and compliant environment. If you violate these rules, we reserve the right to:

Suspend or terminate your account without notice.
Restrict or block access to the Platform.
Report violations to relevant authorities, including law enforcement or regulatory bodies.
Take legal action where necessary, including seeking damages for breaches of these Terms.

By using the Platform, you acknowledge and agree to adhere to these usage rules. If you do not comply, your access to the Platform may be permanently revoked.

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. Users are responsible for ensuring that their payment method remains valid and has sufficient funds.

6.2. Subscription-Based Services:

Fees for subscription-based services are automatically charged at the start of each billing cycle, with the billing cycle commencing on the date of the initial subscription. Payments will come out every 28 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 are eligible for a 30-Day Money-Back Guarantee if they do not experience any weight loss during the program.

Eligibility Conditions:

To qualify for a refund under the 30-Day Money-Back Guarantee, 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 30 consecutive days before submitting a refund request.
Submit their refund request within 30 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.

7.3. Refund Policy for Medications:

Refunds for medications are subject to pharmacy policies and Australian healthcare regulations. Medications cannot be refunded once dispensed unless:
- The pharmacy provided an incorrect or defective product.
- The product does not meet consumer guarantees under Australian Consumer Law.
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. Exceptions to Refunds: 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, including any privacy policies, refund policies, or service agreements 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 of the complaint or request within five business days and will liaise with the relevant third-party provider to facilitate a resolution.
Rumen may modify, discontinue, or change partnerships with third-party service providers at any time. Users will be notified where required under Australian law.
By using Rumen’s Platform, you acknowledge that Rumen acts as a facilitator of healthcare services and is not directly responsible for the performance or compliance of any third-party provider.

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, trademark 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, sublicense, or exploit any content for commercial purposes; or to reverse-engineer, decompile, or otherwise attempt to extract 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 integrations; however, we do not guarantee:

The availability of healthcare professionals at all times.
The continuous, uninterrupted, or error-free operation of the Platform.
That the Platform will be free from technical errors, cyber incidents, or system failures.

Rumen strives to maintain 99% uptime for its Platform. However, temporary service disruptions may occur due to maintenance, system upgrades, third-party service failures, or unforeseen technical issues.

Rumen will notify users at least 48 hours in advance of any planned maintenance that may affect access. 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 or medical advice. Prescriptions, including repeat authorisations or off-label use, are issued at the sole discretion of healthcare providers. Users are responsible for seeking independent medical advice if they have concerns about treatment suitability.

10.4. No Liability for Third-Party Services: Rumen is not responsible or liable for:

errors, negligence, or misconduct by third-party healthcare professionals, pharmacies, or service providers.
delays, defects, or supply chain issues affecting the availability of prescribed medications or other healthcare products.
adverse reactions, side effects, or complications resulting from medications or treatments prescribed or supplied by third-party providers.
incorrect or incomplete fulfilment of prescriptions as these are managed by the respective licensed provider.

11. WARRANTIES

11.1. 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. By using the Platform, you acknowledge and agree that:

Rumen does not guarantee specific results, including weight loss, health improvements, or treatment efficacy.
Any advice, recommendations, or prescriptions provided through the Platform are based on individual assessments by independent healthcare professionals, and Rumen makes no guarantees regarding medical outcomes.
The availability of the Platform, including telehealth consultations, may be affected by technical issues, system maintenance, or third-party service failures beyond Rumen’s control.

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

11.3. Healthcare professionals who provide consultations via the Platform operate independently and exercise their own professional judgment. Rumen does not endorse, supervise, or control their medical decisions.

11.4. Prescriptions, including repeat authorisations and off-label use, are issued at the sole discretion of the prescribing healthcare provider. Rumen does not guarantee the availability or suitability of any prescribed treatment.

11.5. Rumen does not warrant the quality, accuracy, or effectiveness of products or services provided by third parties. Any claims, defects, or disputes regarding third-party medications, medical devices, or fulfilment services must be directed to the respective provider.

11.6. To the maximum extent permitted by Australian Consumer Law (ACL), Rumen disclaims all warranties, including but not limited to:

Merchantability or fitness for a particular purpose, including weight loss or health improvement outcomes.
Continuous, uninterrupted, or error-free access to the Platform or its services.
Accuracy or reliability of health-related information provided on the Platform outside of direct consultations with a registered medical professional.

12. TERMINATION OF SERVICES

Rumen may suspend or terminate your access to the Platform and Services at its discretion, with or without prior notice, if:

You violate these Terms, including but not limited to misuse of services, non-compliance with Platform Usage Rules, or engaging in prohibited activities.
You provide false, misleading, or incomplete information during registration, consultations, or interactions with healthcare providers.
You misuse prescription medications, attempt to obtain prescriptions fraudulently, or engage in any unlawful activity related to healthcare services.
There is a security breach, fraudulent activity, or suspected misuse of the Platform that may compromise the integrity or safety of users, healthcare providers, or third-party services.
Your behaviour is deemed abusive, threatening, or inappropriate towards healthcare providers, Rumen staff, or other users.

If your account is terminated:

You will immediately lose access to the Platform and Services.
Any pending or ongoing services may be cancelled at Rumen’s discretion.
You may still be liable for any outstanding payments, fees, or obligations incurred before termination.
Rumen reserves the right to report unlawful behaviour to relevant authorities, including regulatory bodies and law enforcement agencies.

Rumen reserves the right to refuse re-registration of terminated users in cases of serious breaches. If you believe your account has been wrongfully terminated, you may contact us to request a review.

13. COMPLAINTS HANDLING

Rumen is committed to resolving complaints fairly and efficiently in compliance with Australian Consumer Law and best practice healthcare standards. If you have a concern or complaint, the following process applies:

You may submit a complaint by contacting us via email at [email protected]
Your complaint should include:
- Your full name and contact details.
- A detailed description of the issue, including dates, names of relevant parties, and any supporting documents.
- Your preferred resolution outcome (if applicable).
Once we receive a complaint, we will acknowledge it within five business days. A designated team member will review your complaint and may request additional information if needed. We will provide a formal response within 10 business days of receiving all relevant details.
If you are not satisfied with our response, you may escalate your complaint 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, which shall have the authority to hear and determine any disputes arising out of or related to these Terms.

Rumen is committed to resolving disputes fairly, efficiently, and in compliance with Australian legal standards. If a dispute arises between you and Rumen, the following process applies:

Internal Resolution – You must first contact Rumen to formally notify us of the dispute, including relevant details and supporting documentation. Rumen will respond within five business days and attempt to resolve the issue in good faith.
Mediation – If the dispute is not resolved through internal resolution, both parties agree to engage in mediation before pursuing legal action. Mediation will be 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. However, nothing in this clause prevents Rumen from seeking urgent legal relief (e.g., an injunction) where necessary.

Your future self awaits

Stop putting your life on hold. You deserve to feel confident and healthy. Today can be the day everything changes. Real support. Real freedom. Real you.