1) Acceptance of these Terms
1.1 These Terms govern your use of our website and our non‑clinical services offered online. By accessing the website or making a booking/purchase, you agree to these Terms and to our Privacy Policy.
1.2 We may update these Terms at any time by posting a new version on the website. Your continued use after changes are posted constitutes acceptance of the updated Terms.
2) Scope and precedence (clinical documents prevail)
2.1 Clinical care (consultations, procedures, prescriptions) is governed by the patient consent forms and practitioner terms provided at, before or after treatment. If there is any inconsistency between these Terms and the clinical documents, the clinical documents prevail for clinical care.
2.2 Website information and any communications from non‑clinical staff are general in nature and not medical advice. Clinical advice is provided only by registered health practitioners during your consultation.
3) Eligibility
3.1 You agree that all information you provide (including medical history, allergies and current medications) is true, accurate, complete and kept up to date, especially before procedures or repeats of prescriptions.
4) Nature of services, outcomes and consumer guarantees
4.1 Results vary and no specific outcome is guaranteed. All procedures carry risk. Nothing in these Terms excludes, restricts or modifies your non‑excludable rights under the Australian Consumer Law (ACL). If consumer guarantees are not met, you may be entitled to a repair, replacement, refund or re‑supply depending on whether a failure is major or minor.
4.2 Subject to your ACL rights and only to the extent permitted by law, our liability for services is limited to re‑supplying the services.
5) Telehealth consent and limitations
5.1 We may offer telehealth consultations. Telehealth limits physical examination; your medical practitioner may recommend in‑person assessment or referral if clinically appropriate. You are responsible for ensuring a private setting, a stable connection, and accurate information during telehealth sessions. We may record the consultation and if we do, you will be given a notice and asked if you concert to recording.
5.2 You must not make audio or video recordings of consultations without prior written consent from the practitioner and the clinic.
6) Health records, privacy and data security
6.1 We maintain clinical records in accordance with law. We handle personal and health information (sensitive information) under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), including collection (APP 3), use/disclosure (APP 6), security (APP 11), access (APP 12) and correction (APP 13). See our Privacy Policy for details.
6.2 Cross‑border disclosure: If we disclose personal information overseas (e.g., secure cloud hosting or specialised service providers), we will take reasonable steps under APP 8 to ensure the recipient protects it to standards substantially similar to the APPs.
6.3 You may request access to or correction of your health information. We will respond in accordance with the Privacy Act and APPs.
7) Fees, deposits, payment and finance partners
7.1 Fees for consultations, procedures and products are advised at the time of booking. Consultation fee is payable no later than 1 day before your consultation date. If no payment is received prior to allocated consultation time, the clinic reserves the right to cancel the consultation time.
 Most services require a deposit to secure clinical time and resources.

7.2 Deposits and reasonable costs: If you cancel or request to reschedule your procedure date within 4 weeks of your scheduled procedure date, we may retain the entire deposit amount, which would be reflected with our direct costs that cannot be recovered (e.g., theatre allocation, clinical staff rostering).
7.3 If you opt for a payment plan via a third‑party finance provider, the finance arrangement is under that provider’s terms. We are not responsible for credit decisions, interest, fees, or performance of third‑party finance arrangements. It is also your responsibility to arrange for deposit amount at the time of reserving the procedure date and it is your responsibility to ensure funds are released and available before your procedure date.
7.4. Deposit amount is calculated and will be invoiced at the time of reserving procedure date, and is payable strictly within 7 days of invoice receipt.
7.5. Procedure fee (i.e. balance of full payment) is payable strictly before procedure date and at least 1 business day prior.
8) Products, prescriptions, shipping and title
8.1 Prescription haircare/medicines are dispensed after clinical approval by a partnering or nominated pharmacy. For safety and regulatory reasons, dispensed prescription medicines are generally not returnable or refundable, except where a remedy is required under the ACL (e.g., defect, mis‑supply, or not as described). If you experience side effects or intolerance, contact your prescriber for a clinical review; a refund is not automatic.

9) Pre‑procedure and aftercare obligations
9.1 You must follow pre‑procedure and aftercare instructions. Failure to do so may impact results and the remedies available.
10) Photography, video and testimonials
10.1 With your explicit written consent, we may capture and use before/after imagery for clinical records and (optionally) education/marketing. You may withdraw consent for future marketing uses. We may retain imagery in clinical records as required by law. (Health information is sensitive information under the Privacy Act and requires higher protections.)
11) Intellectual property and permitted use
11.1 The website (text, graphics, logos, layout and other content) is owned by or licensed to Young. You must not copy, adapt, de‑compile, scrape, harvest or reverse‑engineer the website or its content except as permitted by law.
11.2 If you submit user‑generated content (e.g., reviews), you grant us a non‑exclusive, royalty‑free, perpetual licence to use and reproduce it for our business purposes. We may remove content that is unlawful, misleading, defamatory or infringes rights.
12) Cancellations, changes and refunds
12.1 Rescheduling Appointments
Clients may request to reschedule their procedure date by providing a minimum of 4 weeks’ notice. Rescheduling requests received within 4 weeks of the scheduled procedure date result in forfeiture of the booking deposit amount (minimum 25% of the value of the procedure fee) at Young Hair Restoration’s discretion.
12.2 Cancellations
All cancellations must be submitted in writing via email to Young Hair Restoration.
More than 4 weeks’ notice: The booking deposit may be transferred to a new appointment date or refunded (less any non-refundable processing fees, if applicable).
Less than 4 weeks’ notice or failure to attend: The booking deposit will be forfeited in full and a new deposit will be required to secure any future appointment.
12.3 Refunds
Booking deposits and fees are generally non-refundable, except as required under Australian Consumer Law. Refunds will not be issued for change-of-mind cancellations, treatment intolerance, or lack of expected results, as outcomes may vary between clients.
If Young Hair Restoration needs to cancel or reschedule an appointment for operational or clinical reasons, clients will be offered the choice of a full refund of their booking deposit or a transfer of the deposit to a new appointment date.
13) Complaints and dispute resolution
13.1 If you have a concern, please contact us first so we can try to resolve it promptly. You may also seek guidance or lodge a complaint with your state consumer protection agency under the ACL framework  
14) Liability, exclusions and indemnity
14.1 Nothing in these Terms excludes, restricts or modifies your non‑excludable rights under the ACL. Subject to those rights and to the extent permitted by law, we exclude liability for indirect or consequential loss and limit our liability for services to re‑supply or the cost of re‑supply.
14.2 You agree to indemnify us for loss we reasonably incur due to your breach of these Terms or unlawful misuse of the website, except to the extent caused by our negligence or breach of law.
15) General
15.1 Governing law & jurisdiction: These Terms are governed by the laws of New South Wales, Australia. The courts of NSW have non‑exclusive jurisdiction.
15.2 Severability: If any part of these Terms is invalid or unenforceable, the remainder stays in effect.
15.3 No waiver: A failure to enforce a right is not a waiver of that right.
15.4 Entire agreement: These Terms form the entire agreement for website and non‑clinical services. Clinical services are also governed by the clinical consent documents referred to in section 2.