HIGHR®

DRAFT v0.3 | 10 August 2026 | Extends HD-036.1 (07-Jan-26) |
This document extends the existing Terms of Use (HD-036.1). The original 12 clauses are unchanged in Part A. New content in Parts B, C and D.

Part A — Terms of Use (existing — HD-036.1)

Eterna Health Services Pty Ltd (ABN 52 698 519 381) and Eterna Medical Pty Ltd (ABN 73 698 520 642), trading together as HIGHR Health

Website: highr.health

Last Updated: 07-Jan-26

These Terms of Use (“Terms”) govern your access to and use of the HIGHR Health website, telehealth platform, and services (collectively, the “Services”). In these Terms, “HIGHR Health”, “we”, “us” and “our” mean Eterna Health Services Pty Ltd and/or Eterna Medical Pty Ltd, depending on the activity described — Eterna Health Services operates the platform and administrative functions, and Eterna Medical provides the clinical services. By accessing or using our Services, you agree to comply with and be legally bound by these Terms.

(01) Acceptance of Terms

(01.1) By using the Services, you acknowledge that you have read, understood, and agreed to these Terms of Use, as well as our Privacy Policy.

(01.2) If you do not agree, you must immediately stop using our Services.

(02) Eligibility

(02.1) You must:

• Be at least 18 years of age
• Be a resident of Australia
• Be capable of entering into a legally binding agreement
• Provide accurate and complete information when registering or using our Services

(03) Nature of Services

(03.1) HIGHR Health facilitates telehealth consultations, prescriptions, and related services through registered healthcare providers (“Partner Providers”).

(03.2) HIGHR Health does not provide medical advice directly; all clinical services are provided by Partner Providers operating independently.

(04) User Obligations

(04.1) You agree not to:

• Provide false, misleading, or incomplete information
• Attempt to access services on behalf of another individual without proper authority
• Harass, abuse, or threaten staff, Partner Providers, or other users
• Upload or distribute malicious software, viruses, or illegal content
• Repeatedly apply for services if deemed unsuitable by a Partner Provider

(04.2) You are responsible for:

• Keeping your login details confidential
• Informing your regular healthcare providers of any treatment or prescriptions obtained via HIGHR Health

(05) Intellectual Property

(05.1) All website content, design, text, graphics, and logos are owned or licensed by HIGHR Health and may not be reproduced, copied, or distributed without prior written permission.

(06) Payments and Refunds

(06.1) All services must be paid for in advance.

(06.2) Cancellation and refund terms are outlined in our Privacy Policy and Pre-Service Payment Requirements section.

(07) Limitation of Liability

(07.1) To the maximum extent permitted by law, HIGHR Health is not liable for any loss, damage, or injury arising from:

• The actions or advice of Partner Providers
• Service interruptions or website downtime
• Errors in information provided by you

(07.2) HIGHR Health does not guarantee that telehealth consultations will be appropriate for all conditions.

(07.3) Nothing in these Terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

(08) Third-Party Links and Services

(08.1) Our website may contain links to third-party websites or services. HIGHR Health is not responsible for the content, privacy, or security of these third-party services.

(09) Termination of Use

(09.1) HIGHR Health reserves the right to suspend or terminate your access to Services if you breach these Terms or engage in unacceptable conduct.

(010) Complaints and Disputes

(010.1) If you have a complaint about our services, contact us at care@highr.health. We will investigate and respond within a reasonable timeframe.

(010.2) If your complaint relates to how we handle your personal information, you may also contact our Privacy Officer at care@highr.health, or the Office of the Australian Information Commissioner (oaic.gov.au) — see our Data & Privacy Policy for details.

(010.3) If your complaint relates to the conduct of a registered health practitioner, you may contact the Australian Health Practitioner Regulation Agency (AHPRA) at ahpra.gov.au.

(011) Governing Law

(011.1) These Terms of Use are governed by the laws of the State of Queensland, Australia.

(011.2) Any disputes will be subject to the exclusive jurisdiction of the courts of that State.

(012) Changes to Terms

(012.1) HIGHR Health may update these Terms from time to time. Continued use of the Services after updates constitutes acceptance of the revised Terms.

(013) Contact

(013.1) For questions regarding these Terms of Use, contact:

Eterna Health Services Pty Ltd (ABN 52 698 519 381) and Eterna Medical Pty Ltd (ABN 73 698 520 642), trading together as HIGHR Health

Email: care@highr.health

Address: Office 2, 64 Nariel Street, Albion, Brisbane 4014, Queensland, Australia

Part B — Patient Engagement Consent

This consent supplements the Terms of Use above. By checking the consent box and continuing, you confirm the following.

(B01) Emergency — Please Read Carefully

HIGHR Health’s services are not for medical emergencies. If you are experiencing a medical emergency, a mental health crisis, or are considering harming yourself or others, call 000 immediately or attend your nearest emergency department. Do not use this platform for urgent or emergency care.

(B02) Telehealth Understanding

You understand that:

• Your consultation will be conducted remotely, via video or phone
• Telehealth is different from an in-person consultation and may not be appropriate for all conditions
• Your Partner Provider will determine whether telehealth is suitable for your circumstances

(B03) Informed Consent to Treatment

You consent to:

• Receiving medical assessment, advice, prescriptions and ongoing care through HIGHR’s telehealth platform
• Your Partner Provider accessing your health information to make clinical decisions
• Your prescribed medications being compounded and dispensed by HIGHR’s partner pharmacy and delivered to your nominated address

(B04) Honest and Complete Information

You agree to provide truthful and complete information about:

• Your identity and contact details
• Your medical history, current medications, allergies and symptoms
• Any changes to your health during the course of your treatment

You understand that your Partner Provider relies on the accuracy of this information to make safe clinical decisions.

(B05) Clinical Data Protection

You acknowledge that:

• Your clinical information (health history, quiz responses, pathology results, consultation notes and prescriptions) is stored in a dedicated clinical records system
• This clinical information is accessible only to your Partner Provider, your pathology provider, and your pharmacy as required for your care
• Your clinical information is not used for marketing purposes and is not stored in HIGHR’s marketing or customer relationship systems

Full details are set out in our Data & Privacy Policy.

(B06) Pathology Testing

Certain treatment pathways require pathology testing (blood tests) to ensure your treatment is personalised, safe and effective, and to monitor your treatment progress and response. You understand that:

• If your treatment pathway includes pathology testing, you will be provided with a referral form and collection instructions
• You are responsible for attending the collection centre and following any preparation instructions provided
• Your results will be reviewed by your Partner Provider and used to inform your treatment plan
• Results normally return within 2 business days, though timing may vary

(B07) Prescriptions and Treatment Plans

You understand that:

• Prescriptions are issued at your Partner Provider’s sole discretion
• Your prescription will not be released until payment for your treatment plan has been confirmed
• Your initial treatment plan includes a follow-up consultation at approximately the 3-month mark. The timing and frequency of ongoing follow-ups are determined by your Partner Provider based on your clinical needs and treatment progress
• Repeat pathology testing may be required at your Partner Provider’s discretion as part of your ongoing care

(B08) Compounded Medications

Your prescribed medications may be custom-compounded specifically for you by our partner pharmacy. You acknowledge that:

• Compounded medications are prepared to order and cannot be returned or resold
• We do not accept returns of compounded medications for change of mind
• If a product arrives faulty, damaged or incorrectly dispensed, contact us at care@highr.health and we will assess your situation and arrange a replacement where appropriate
• Preparation and delivery timeframes are estimates and may vary based on compounding requirements

(B09) Communications and Notifications

You consent to receive communications from HIGHR Health electronically, including:

• Appointment confirmations, reminders, and scheduling updates
• Prescription notifications and treatment plan confirmations
• Pathology referral forms, results notifications, and follow-up instructions
• Payment confirmations, billing reminders, and subscription renewal notices
• Updates to these Terms or our Privacy Policy

These are transactional communications necessary for your care. You cannot opt out of these communications while using our Services.

You may also receive parcel tracking notifications from our delivery partners. These are sent directly by the courier and are separate from HIGHR communications.

(B10) Communication with Your Regular GP

You agree to inform your regular GP of any treatment or prescriptions you receive through HIGHR Health, as recommended in clause (04.2)(b) of the Terms of Use.

(B11) Session Cancellation Policy

You may cancel or reschedule your consultation at any time. Cancellations with less than 24 hours’ notice and missed appointments may, at HIGHR Health’s discretion, incur a fee. HIGHR Health will offer you an alternative appointment time if your consultation is cancelled or rescheduled by us.

(B12) Withdrawal of Consent

You may withdraw your consent to telehealth treatment at any time by contacting us at care@highr.health. Withdrawing consent will not affect the lawfulness of any treatment already provided.

(B13) Medicare Details and Identity Verification

To lawfully issue certain prescriptions, HIGHR must identify you using the Australian Government’s Healthcare Identifiers (HI) Service and obtain your Individual Healthcare Identifier (IHI), as required under the Healthcare Identifiers Act 2010 (Cth). You consent to providing your Medicare card number, individual reference number, expiry date, given name, surname, date of birth and sex, and to this information being used to confirm your IHI.

You understand that providing inaccurate Medicare details may delay or prevent your prescription being issued.

(B14) Use of Artificial Intelligence

HIGHR’s doctors do not currently use artificial intelligence tools (such as AI scribes or note-taking software) during consultations. If this changes, we will tell you before your consultation and explain how the tool is used.

Part C — Marketing & Communications Consent

(C01) What You Agree To

By checking the marketing consent box, you agree that HIGHR Health may:

• Send you information about new services, products, health content, and offers that may be relevant to you
• Contact you via email, SMS or phone using the details you have provided

(C02) How to Withdraw

You may withdraw your marketing consent at any time by:

• Clicking “unsubscribe” in any marketing email
• Contacting us at care@highr.health

Withdrawing marketing consent will not affect your ability to receive treatment or transactional communications about your care (see B09).

(C03) No Clinical Data in Marketing

HIGHR Health does not use your clinical information for marketing purposes. Marketing communications are based on your non-clinical preferences and account activity only.

Part D — Treatment Subscriptions

(D01) Subscription Model

If your Partner Provider prescribes a treatment plan, you will be enrolled in a treatment subscription. Your subscription:

• Covers the cost of your prescribed medications and follow-up care for the treatment period specified by your Partner Provider
• Is billed in monthly instalments over the treatment period
• Automatically includes any prescribed repeat or refill medications falling within the treatment period

(D02) Billing and Renewal

• You will be notified before each scheduled payment is processed
• You will be notified before your current subscription period ends and before any renewal period commences
• You are responsible for ensuring your payment details remain accurate and up to date

(D03) Cancellation

• You may cancel your subscription at any time by contacting us at care@highr.health
• If you cancel during a treatment period, you remain responsible for payment for the full treatment period, as you have received your prescription and medications for that period
• Cancellation takes effect from the end of your current treatment period — you will not be billed for subsequent periods

(D04) Refunds

• Refunds for consultations are at HIGHR Health’s discretion
• Compounded medications cannot be returned and are not eligible for refund for change of mind
• If you are incorrectly charged, or if a product is faulty, damaged or incorrectly dispensed, we will correct the charge or arrange a replacement

Contact: care@highr.health

Entities: Eterna Health Services Pty Ltd (ABN 52 698 519 381) and Eterna Medical Pty Ltd (ABN 73 698 520 642), trading together as HIGHR Health

Address: Office 2, 64 Nariel Street, Albion, Brisbane 4014, Queensland, Australia

Last updated: 07-Jan-26