Terms of use

1. About these terms

These Terms of Use (“Terms”) apply when you access or use the PharmAssistAU website, the customer kiosk, the text messages we send on a pharmacy’s behalf, the pharmacist portal, the administration portal or related services (together, the “Platform”).

By using the Platform, you agree to these Terms. If you use the Platform for a pharmacy or another organisation, you confirm that you are authorised to act for that organisation. A separate subscription, services or advertising agreement may also apply to a pharmacy or advertising customer; if there is an inconsistency, that signed agreement applies to the extent of the inconsistency.

2. What PharmAssistAU does

At the kiosk a customer can submit eScript tokens, send a question to the pharmacist or look up a product’s price and shelf location. eScript and pharmacist requests are printed as a work slip in the dispensary and placed in the pharmacy team’s queue. A pharmacist reviews the request and decides how to respond, by text message or by speaking with the customer at the counter. Paper prescriptions and medicine collection stay with the pharmacy team.

The kiosk does not provide health advice, diagnose, prescribe, recommend treatment or provide emergency care. It is not a substitute for professional medical advice. Product lookups show the price and shelf location recorded by the pharmacy and may be out of date; the price at the register applies.

3. Medical and emergency information

Always seek the advice of a pharmacist, doctor or other qualified health professional for health questions. Always read product labels and follow directions for use.

Do not use PharmAssistAU for an emergency. If you are in Australia and need urgent medical help, call 000. For urgent medicines or poisoning advice, use the appropriate emergency or professional service.

You should not delay seeking professional care because of information shown on the Platform or because you are waiting for a response to a request.

4. Participating pharmacies

Participating pharmacies are independent businesses and health-service providers. They control their pharmacy practice, staffing, stock, opening hours, dispensing, clinical decisions, prices and customer service. PharmAssistAU does not direct a pharmacist’s professional judgement, and every response sent through the Platform is the pharmacy’s response.

A request number, status text or collection preference is not a guarantee that a medicine can be dispensed, is in stock or will be ready at a particular time. The pharmacy may need to speak with you, verify an eScript, request more information or decline to proceed.

5. Your responsibilities

You agree to:

• provide information that is accurate, current and not misleading;
• only submit an eScript, or a question about a person’s health, that you are authorised to submit;
• protect account credentials, kiosk pairing codes, status links and other access information;
• follow reasonable pharmacy instructions and seek professional advice when directed;
• comply with applicable laws and respect the rights and privacy of others; and
• tell us promptly if you suspect unauthorised access or a security issue.

6. Acceptable use

You must not:

• access the Platform using another person’s identity or credentials without authority;
• submit fraudulent, altered, stolen or unauthorised eScript information;
• interfere with the Platform or a kiosk, bypass security controls, scrape it at scale or attempt to access non-public systems or data;
• upload malicious code or use the Platform to harm, threaten or mislead another person;
• copy, reverse engineer or commercially exploit the Platform except where the law expressly allows it; or
• use Platform output as a substitute for a professional decision that legally or clinically requires one.

7. Accounts and pharmacy users

Pharmacy users must keep their account details secure and use the Platform only within their authorised role. Actions performed through an account, including reviewing and approving responses, may be logged for security, support and audit purposes. Pharmacy administrators are responsible for promptly updating or removing staff access when roles change, and for the pairing and physical security of kiosks in their stores.

We may suspend access where reasonably necessary to protect users, a pharmacy, the Platform or other parties, investigate suspected misuse or comply with law. Where practical, we will notify the affected customer and work to resolve the issue.

8. Advertising on the kiosk

Brands and pharmacies may agree campaigns that appear on a kiosk’s idle screen between customer journeys. Advertising content is agreed separately with each pharmacy, is not a recommendation by PharmAssistAU or by the pharmacist, and does not affect how a pharmacist responds to a request. Advertisers are responsible for their content complying with applicable law and codes. Reporting to advertisers is aggregate only.

9. Availability and changes

We work to keep PharmAssistAU reliable, but the Platform may be interrupted by maintenance, service-provider issues, internet outages or events outside our reasonable control. If a kiosk is unavailable, the pharmacy team remains available at the counter.

We may improve, replace or discontinue features as we learn from participating stores. If a material change affects a paying pharmacy or advertising customer, any notice or transition rights in its signed agreement will apply.

10. Intellectual property

PharmAssistAU and its licensors own the Platform, brand, software, interface, documentation and original content, including associated intellectual-property rights. These Terms give you a limited, revocable, non-exclusive right to use the Platform for its intended purpose. They do not transfer ownership.

You retain ownership of information you submit. You give us the limited rights needed to host, process, transmit, print and display that information to provide, secure and support the Platform.

11. Third-party services and links

The Platform may rely on third-party services or link to other websites. We are not responsible for third-party content, availability or practices outside our control. Your use of a third-party service may also be governed by that provider’s terms.

12. Privacy

Our Privacy policy explains how we handle personal information. A participating pharmacy may also provide its own collection notice or privacy policy for information it handles as a health-service provider.

13. Consumer guarantees and liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.

To the maximum extent permitted by law, we do not guarantee that the Platform will always be uninterrupted, error-free or suitable for every pharmacy workflow. Information shown may depend on details supplied by users, pharmacies and third parties, including stock, price and shelf-location data.

Where liability can lawfully be limited, our liability is limited to the extent that is fair and reasonable in the circumstances. Nothing in these Terms limits liability where doing so would be unlawful.

14. Ending use

You may stop using the public Platform at any time. Pharmacy account termination, data export, transition and fees are governed by the pharmacy’s signed agreement where one exists. Sections that by their nature should continue, including intellectual property, privacy and lawful limitations of liability, survive termination.

15. Changes to these terms

We may update these Terms to reflect changes to the Platform or law. The current version will be published here with its last-updated date. If a change materially affects existing users, we will provide reasonable notice through an appropriate channel where required.

16. Governing law and contact

These Terms are governed by the laws of Victoria, Australia. Courts with jurisdiction in Victoria may hear disputes, subject to any rights you have to bring a matter elsewhere under applicable law.

Questions about these Terms can be sent to support@pharmassistau.com.