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Terms & Conditions

Please read these terms and conditions carefully before registering for or using the Liwing program.

1

Eligibility & Suitability

  • Patients must be 18 years or older to register.
  • Liwing is only available to Australian residents.
  • Patients must complete the initial practitioner health assessment before accessing the program — no exceptions.
  • Liwing reserves the right to decline enrolment if a patient is not clinically suitable for the program.
  • Patients with certain medical conditions may require additional clearance before commencing.
2

Medical Disclaimer

  • Liwing is a clinically supported program but is not a substitute for emergency medical care.
  • Patients must disclose all existing medical conditions, medications, and supplements at the time of assessment.
  • Failure to disclose relevant medical information may affect the safety and suitability of your program.
  • Patients must inform their Liwing practitioner of any changes to their health, medications, or circumstances during the program.
  • Liwing practitioners are registered Australian clinicians but do not replace your regular GP for conditions unrelated to weight management.
3

Medication & Prescription

  • Prescription medication is issued at the practitioner's sole clinical discretion — it is not guaranteed as part of the program.
  • Patients must fill prescriptions at a licensed pharmacy — Liwing does not supply medication directly.
  • Medication must be taken as prescribed — patients must not adjust dosage without practitioner approval.
  • Patients must report any side effects or adverse reactions to their Liwing practitioner promptly.
  • Prescriptions will only be renewed following a practitioner check-in — repeat scripts are not automatic.
4

Patient Responsibilities

  • Patients agree to engage genuinely with the program — attending scheduled practitioner check-ins, completing the health questionnaire honestly, and participating in the fitness and nutrition program.
  • Patients agree to follow practitioner advice regarding exercise restrictions and program modifications.
  • Patients must not share their program access, login credentials, or app access with anyone else.
  • Patients are responsible for their own medication compliance and pharmacy interactions.
5

Subscription & Payment

  • The $99 health assessment fee is non-refundable once the practitioner consultation has taken place.
  • The Liwing Complete program requires a minimum 3-month commitment — this cannot be waived.
  • Subscriptions are billed monthly — failure to pay may result in suspension of program access.
  • After the minimum 3-month period, subscriptions continue month to month until cancelled.
  • Cancellations must be made at least 7 days before the next billing date to avoid being charged for the following month.
  • Liwing reserves the right to adjust pricing with 30 days written notice.
6

Program Suspension or Termination by Liwing

  • Liwing reserves the right to suspend or terminate a patient's program if they are found to be misusing the service, providing false information, or acting in a way that compromises their own safety or the safety of practitioners.
  • If a patient's health deteriorates to a point where the program is no longer clinically appropriate, Liwing will advise the patient and may refer them to more appropriate care.
  • In the event of program termination by Liwing due to clinical unsuitability, a pro-rata refund may be considered at Liwing's discretion.
7

Privacy & Health Data

  • Patient health data is collected and stored in accordance with Australian Privacy Principles.
  • Health information is only shared between Liwing practitioners involved in your care.
  • Liwing will not share patient data with third parties for marketing purposes.
  • Patients consent to their de-identified health data being used for program improvement and research purposes.
8

Telehealth Consent

  • By booking a telehealth appointment, patients consent to receiving medical care via video or phone consultation.
  • Patients acknowledge that telehealth has limitations and agree to seek in-person care in an emergency.
  • Consultations may be recorded for quality and training purposes — patients will be notified.
  • All Liwing practitioners are AHPRA registered and qualified to conduct telehealth consultations.
9

Refund Policy

The $99 health assessment fee is non-refundable once the practitioner consultation has taken place. If a patient books an assessment and does not attend without providing at least 24 hours notice, the fee is forfeited. If a patient is deemed clinically unsuitable for the Liwing program following their assessment, a full refund of the $99 fee will be issued within 5–7 business days.

Monthly subscription fees are non-refundable once a billing period has commenced. Liwing does not offer partial month refunds. Patients who cancel within the minimum 3-month commitment period will be required to complete their remaining commitment and will not be refunded for months already paid.

Exceptional Circumstances

Refund requests outside of the above conditions will be considered at Liwing's sole discretion in exceptional circumstances — including serious illness, bereavement, or other significant life events that prevent program participation. Requests must be submitted in writing to support@liwing.com.au with supporting documentation where applicable. Liwing will respond to all refund requests within 10 business days.