Terms of Service

These Terms of Service (“Terms”) form a legally binding agreement between you and Inevara Pty Ltd (ABN [TBD — confirm with Inevara Pty Ltd before public launch]) (“Inevara”, “we”, “us”, or “our”) governing your use of the LUME platform and related services (collectively, the “Platform”).

By creating an account or using the Platform you agree to these Terms in full. If you do not agree, you must not use the Platform. These Terms apply equally to health consumers and registered practitioners.

LUME is a technology platform that facilitates connections between health and wellness consumers and independent practitioners. Inevara is not a healthcare provider, does not provide medical advice, and is not responsible for the clinical decisions of practitioners. See Section 9 for important limitations.

To use the Platform you must:

• Be at least 18 years of age;
• Be legally capable of entering into binding contracts; and
• Not be prohibited from using the Platform under Australian law or the law of your jurisdiction.

By using the Platform, you represent and warrant that you meet these eligibility requirements.

3.1 Account creation

You must create an account to access certain features of the Platform. You agree to provide accurate, current, and complete information during registration and to update your account information as necessary.

3.2 Account security

You are responsible for maintaining the confidentiality of your password and for all activities that occur under your account. You must notify us immediately at [email protected] if you suspect unauthorised access to your account.

3.3 Practitioner accounts

Practitioners who register on the Platform represent and warrant that:

• They hold all required licences and registrations for their stated profession (including AHPRA registration where applicable);
• Their AHPRA registration is current and in good standing at the time of registration and at all times while listed on the Platform;
• They maintain adequate professional indemnity insurance;
• They will promptly update their profile if their registration status changes.

We verify AHPRA registrations against the official AHPRA register. Any practitioner found to have misrepresented their credentials will be immediately removed from the Platform and may be reported to the relevant regulatory body.

As a consumer using the Platform, you agree to:

• Provide accurate health information to enable effective matching;
• Attend or provide reasonable notice of cancellation for booked appointments;
• Treat practitioners respectfully and in accordance with their professional boundaries;
• Not use the Platform to seek advice about medical emergencies — call 000 for medical emergencies and Lifeline 13 11 14 for immediate mental health crisis support;
• Not share your account or use the Platform on behalf of another person without their explicit consent;
• Not post false or misleading reviews.

As a practitioner listed on the Platform, you agree to:

• Provide accurate information about your qualifications, services, fees, and availability;
• Deliver services only within your scope of practice and professional competencies;
• Maintain current AHPRA registration (where applicable) and notify us immediately if your registration lapses or is subject to conditions;
• Comply with all applicable professional codes of conduct;
• Respond to consumer enquiries and booking requests in a timely and professional manner;
• Not facilitate any transaction outside the Platform to avoid fees after a consumer introduction made through LUME (fee circumvention).

6.1 Consumer payments

Session fees are charged at the rates set by individual practitioners. LUME displays an estimated Medicare rebate and out-of-pocket cost before booking, but the final rebate is determined by Medicare Australia and may vary. LUME is not responsible for Medicare rebate calculations made by government agencies.

6.2 Practitioner fees

Practitioners may be subject to platform fees as detailed in the Practitioner Fee Schedule, which forms part of the Practitioner Agreement presented at registration.

6.3 NDIS payments

NDIS participants agree that LUME is not responsible for NDIS plan management decisions or whether services are covered by your specific plan. You should verify coverage with your plan manager or support coordinator before booking.

6.4 Refunds and cancellations

Cancellation and refund policies are set by individual practitioners and are displayed on their profiles before you book. Inevara may mediate disputes between consumers and practitioners but is not obligated to provide refunds for services rendered.

By submitting content to the Platform (including reviews, profile information, and free-text preferences), you grant Inevara a non-exclusive, royalty-free licence to use, store, display, and distribute that content as reasonably necessary to operate and improve the Platform.

You represent and warrant that you own or have the right to submit any content you post and that such content does not infringe any third-party rights. You must not submit content that is false, defamatory, harmful, discriminatory, or in violation of applicable law.

We reserve the right to remove or moderate content that violates these Terms or that we determine, in our reasonable discretion, is harmful to consumers, practitioners, or the integrity of the Platform.

LUME uses an artificial intelligence matching system (“Health PRISM”) to suggest practitioners based on your stated health needs, preferences, and circumstances. Matching results are:

• Provided for informational and recommendation purposes only — they are not clinical referrals or medical advice;
• Based on the information you provide — inaccurate or incomplete information will result in less relevant matches;
• Not a guarantee of therapeutic suitability — you should evaluate whether a practitioner is right for you based on your own assessment.

LUME does not mandate that you use a matched practitioner. You may search and browse practitioners independently.

IMPORTANT: LUME is a technology platform, not a healthcare provider.

• Nothing on the Platform constitutes medical, psychological, or clinical advice. Content provided by LUME (including matching explanations, Medicare calculators, and educational information) is for general informational purposes only.
• LUME does not endorse, recommend, or take responsibility for the professional advice or clinical decisions of any practitioner listed on the Platform.
• If you or someone you know is in crisis or immediate danger, call emergency services (000) immediately. For mental health crisis support, call Lifeline on 13 11 14 (24/7, free).
• For non-emergency health concerns, consult your GP or a qualified health professional.

The Platform and all content, software, trademarks, and designs owned by Inevara are the exclusive property of Inevara Pty Ltd (or its licensors) and are protected by Australian and international intellectual property laws. You may not copy, reproduce, distribute, or create derivative works of Platform content without prior written permission from Inevara.

Individual practitioner profiles and content submitted by practitioners remain the property of those practitioners, subject to the licence granted in Section 7.

To the fullest extent permitted by Australian law (including the Australian Consumer Law, Schedule 2 to the Competition and Consumer Act 2010 (Cth)):

• Inevara excludes all liability for indirect, special, consequential, or punitive damages arising from your use of the Platform;
• Inevara’s aggregate liability for any claim arising out of or in connection with the Platform is limited to the total fees paid by you to Inevara (not including practitioner fees) in the 3 months preceding the claim;
• Inevara is not liable for the acts or omissions of practitioners, including any clinical decisions, advice, or treatment outcomes.

Nothing in these Terms limits any rights you may have as a consumer under the Australian Consumer Law that cannot be excluded or limited.

We may suspend or terminate your account if you breach these Terms, engage in fraudulent or abusive conduct, or if we are required to do so by law. We will give you reasonable notice except where immediate action is necessary to protect the safety of users or the integrity of the Platform.

You may close your account at any time by going to Settings → Account → Delete Account, or by contacting us at [email protected].

These Terms are governed by the laws of Queensland, Australia. Any dispute arising from these Terms that cannot be resolved informally will be referred to the courts of Queensland, and you consent to the non-exclusive jurisdiction of those courts.

Before commencing legal proceedings, you agree to first contact us at [email protected] and allow us 30 days to attempt to resolve the dispute in good faith.

We may update these Terms from time to time. When we make a material change, we will notify you by email at least 14 days before the change takes effect. The updated date at the top of this document always reflects the most recent revision.

Continued use of the Platform after a change constitutes acceptance of the updated Terms. If you do not accept the updated Terms, you should stop using the Platform and may delete your account.

For questions about these Terms, contact us at: