About these Terms

These Terms and Conditions apply to the Beat the Bloat VIP program (the Program) delivered by Level Up Natural Health & Performance (Level Up, we, us or our).

The Program is a structured, one-to-one naturopathic health-support service designed to help clients investigate and address factors affecting gut health, hormones, energy, metabolic health, skin, nervous-system regulation and related wellbeing goals.

•Legal entity: Level Up NHP PTY LTD

•Email: [email protected]

By paying for, enrolling in, accessing or participating in the Program, you agree to these Terms and the Privacy Policy.

2. What the Program Includes

Beat the Bloat VIP is a five-month, one-to-one support program.

Unless your written enrolment confirmation states otherwise, the Program includes:

•an initial one-to-one consultation with your allocated practitioner;

•a minimum of one scheduled one-to-one practitioner consultation in each program month, normally delivered by Zoom or another agreed telehealth platform 5 1:1 consultations in total over 5 months.

•a personalised plan that may include dietary, lifestyle, education and practitioner-recommended supplement strategies appropriate to the assessment;

•regular plan reviews and updates as you move through agreed phases of care;

•fortnightly check-in forms or another agreed progress-monitoring method;

•weekday in-app practitioner support, subject to the communication boundaries in clause 6;

•access to applicable learning modules, resources and the Level Up community app for the duration stated in your enrolment confirmation; and

•practitioner review of relevant existing health information and results you provide.

Your written enrolment confirmation will state your allocated practitioner, the program start date, the agreed payment arrangement, the planned consultation schedule and any individual variation to this standard structure. If there is any inconsistency between these Terms and your written enrolment confirmation, the written enrolment confirmation applies to the extent of the inconsistency.

The Program is delivered in phases. The exact timing, focus and content of each phase will depend on your history, symptoms, medical information, response to care, goals and practical circumstances. We do not promise a fixed prescription, testing schedule or supplement protocol before the initial assessment.

3. Nature and Limits of the Service

The Program provides naturopathic health support and education. It is not an emergency service, hospital service, specialist medical service or a substitute for care from your GP, prescribing clinician, specialist or emergency provider.

Our practitioners may discuss general health factors, review information you provide and offer naturopathic recommendations within their professional scope. They do not provide emergency care, diagnosis of medical conditions outside their scope, or a replacement for medical investigation and treatment.

You must continue to work with your GP, specialist and prescribing clinician where appropriate. In particular, you must not start, stop, taper, alter or substitute prescription medicines, including hormone replacement therapy, contraceptives, weight-loss medicines or psychiatric medication, without the advice of the clinician authorised to prescribe them.

If we consider that a concern is outside the Program’s scope or requires urgent medical assessment, we may recommend that you contact your GP, specialist, pharmacist, emergency department or another suitable practitioner.

4. Medical Safety and Client Responsibilities

You agree to provide complete, accurate and current information about your health history, symptoms, diagnoses, medications, allergies, supplements, test results, pregnancy status and relevant lifestyle factors. You must promptly tell us about material changes to this information.

You are responsible for seeking prompt medical advice or urgent care if you experience symptoms that are severe, sudden, worsening or concerning. This includes, for example:

•severe or escalating abdominal, pelvic or chest pain;

•unexplained vaginal, rectal or urinary bleeding;

•fainting, severe dizziness, dehydration or shortness of breath;

•signs of an allergic reaction;

•concerning medication side effects or interactions;

•significant changes in mood, worsening anxiety, thoughts of self-harm or feeling unsafe; or

•any symptom your GP, specialist or prescribing clinician has advised requires urgent assessment.

Call 000 in an emergency. Do not rely on the app, email or social-media messages for urgent assistance.

If you are pregnant, breastfeeding, trying to conceive, undergoing fertility treatment, managing a complex diagnosis or taking prescription medication, you must tell your practitioner. We may ask you to obtain medical clearance, liaise with your treating team, modify the support plan or refer you to another provider where appropriate.

5. Consultations, Telehealth and Attendance

Consultations may be provided by telehealth, including Zoom, unless an in-person appointment has been expressly confirmed. For telehealth appointments, you are responsible for having a suitable device, internet connection and private, safe space.

You are responsible for attending appointments on time. If you need to reschedule, please give at least 48 business hours’ notice. Where less notice is provided, or where you do not attend an appointment, we may treat the appointment as used or charge a reasonable late-cancellation fee, except where required otherwise by law or where we agree otherwise in writing.

We will make reasonable efforts to reschedule appointments where practitioner availability permits. However, rescheduling is not guaranteed and repeated missed appointments may affect the Program timeline.

6. App and Between-Consultation Support

The Level Up app is provided to support implementation, questions about your current plan, progress updates and non-urgent communication between scheduled consultations.

App support is available Monday to Friday on business days. It is not monitored on weekends, public holidays or outside business hours. We aim to respond within one business day where reasonably practicable, but response times may vary due to clinical priorities, leave, illness or unexpected circumstances.

The app is not for urgent concerns, medical emergencies, immediate medication decisions or complex new health issues that require a booked consultation. We may ask you to book an appointment, contact your GP or seek urgent care where that is the safer or more appropriate pathway.

The Program is not a daily consultation service. App access does not mean your practitioner is continuously available, and it does not replace the scheduled clinical reviews included in your Program.

7. Testing, Results and Referrals

Your practitioner may review previous results you provide and may recommend further testing where clinically relevant. We will use existing information where possible and will aim to use GP-requested or Medicare-eligible testing when appropriate. Eligibility for Medicare, bulk billing, private-health rebates or any other subsidy is determined by the relevant provider or fund, not by Level Up.

Some testing may be privately billed, including certain functional tests. We will explain the purpose and estimated cost before you decide whether to proceed. You are not required to undertake private testing unless you agree to it.

You are responsible for obtaining, providing and retaining copies of your results unless we agree otherwise. You should discuss significant or abnormal results with your GP or relevant medical provider.

8. Supplements and Product Orders

Supplements, practitioner-only products, shipping and private testing are not included in the Program fee unless your written enrolment confirmation explicitly says otherwise.

Recommendations are individualised and may change as your plan progresses. We do not use a one-size-fits-all supplement protocol and we do not guarantee that every client will require the same products, quantities or costs.

Where a prescription is issued through our ordering platform, it is a recommendation only. No supplement order is placed automatically. You must review the product, dose and total cost and use the Order Now function (or another approved ordering method) to submit your order. You remain responsible for deciding whether to purchase recommended products and for all product, shipping and any applicable handling costs.

Supplements are not a replacement for prescribed medication or medical care. You must tell your practitioner and pharmacist about all medications and supplements you use, and you must seek advice from your GP, pharmacist or prescribing clinician about possible interactions where relevant.

9. Fees and Payment Plans

The current standard Program investment is stated in your enrolment confirmation. Unless a written offer states otherwise, the standard payment options are:

•$2,500 for the five-month Program; or

•$2,300 paid in full where the pay-in-full option is offered; or

•$125 per week for 20 weekly instalments where the weekly payment option is offered.

A weekly payment is an instalment toward the total Program investment. It is not a fee for a weekly one-to-one consultation and it does not create an entitlement to a weekly consultation.

Any alternate price, payment plan, personal offer, legacy price or extension must be confirmed by us in writing. A special offer made to one client does not create an entitlement for another client.

You authorise us and/or our payment provider to process payments in accordance with the arrangement you select. You must keep your payment details current and contact us promptly if you anticipate payment difficulty.

If a payment fails, is reversed or becomes overdue, we may contact you to update the payment method and may pause access to the app, future consultations or services until the account is brought up to date. We will make reasonable efforts to discuss the issue with you first.

10. Withdrawal, Pauses, Cancellations and Refunds

We understand that health, family, work and financial circumstances can change. If you need to withdraw from or pause the Program, you must contact us in writing as soon as possible.

Any agreed pause, extension, transfer or payment variation must be confirmed in writing. It is not automatic and will be considered based on your circumstances, the amount of service already delivered and practitioner availability. Where a medical or other exceptional circumstance arises, we will consider a reasonable adjustment to the Program timeline where practicable.

We do not provide refunds for change of mind, unused app access, missed appointments, failure to engage with the Program or a decision not to follow recommendations after services have commenced.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, refund right or other right that cannot lawfully be excluded.

If you have a concern about the service, please contact us promptly at [email protected]. We will endeavour to review the concern fairly and work with you toward an appropriate resolution.

11. Results

Health outcomes vary between individuals. We do not guarantee a particular result, including symptom resolution, weight loss, hormonal change, fertility outcome, test result, medication reduction, diagnosis, timeframe or response to a recommendation.

Your experience may be influenced by many factors, including your health history, medications, diagnoses, adherence, stress, sleep, diet, access to medical care and circumstances outside our control.

12. Privacy, Confidentiality and Community Conduct

We collect, use and store personal and health information in accordance with our Privacy Policy and applicable privacy obligations. By participating in the Program, you consent to the use of your information for providing the Program, communicating with you, maintaining clinical records and managing the business relationship.

You are responsible for protecting your app login details, email access and appointment links. Do not share another client’s personal information, stories, messages or health details outside the Program.

If you access community features, you agree to communicate respectfully, protect other members’ confidentiality and not provide medical advice, solicit clients, promote unrelated services or post abusive, discriminatory or unsafe content. We may remove access to community features where conduct is inappropriate or creates a safety risk.

13. Intellectual Property

All Program content, including plans, modules, videos, worksheets, resources, templates, graphics, text and learning materials, remains the intellectual property of Level Up Natural Health & Performance or its licensors.

You receive a limited, personal, non-transferable licence to use Program materials for your own private use during the access period specified in your enrolment confirmation. You must not copy, distribute, share, record, reproduce, modify, sell, teach, publish or use Program materials commercially without our written permission.

14. Changes to the Program or Terms

We may make reasonable changes to Program systems, resources, app features, practitioner availability, scheduling processes or these Terms where necessary for service delivery, safety, legal compliance or business operations.

We will not make a material retrospective change to the core services you have already purchased without notifying you. If a material change affects your Program, we will communicate with you about the practical impact and available options.

15. Acceptance

By enrolling in the Program, making payment, accessing the app, attending a consultation or continuing to use the Program after receiving these Terms, you confirm that you have read, understood and agreed to these Terms and Conditions.