Welcome to balnce.com (“Balnce“). This Site is owned by Balnce Health Pty Ltd (ABN 30 652 326 942)(“Balnce“).
In these Terms and Conditions, unless otherwise indicated:
“Australian Consumer Law“ means the law set out in schedule 2 of the Competition and Consumer Act 2010 (Cth);
“Balnce Platform“ refers to the platform through which a person can access consultations with practitioners and purchase products from our partner pharmacies.
“User“ refers to a person who accesses or uses the Balnce Platform or Site
“Site“ refers to balnce.com.
Your appointment is important to us and is reserved especially for you. We understand that life can sometimes get in the way and changes and cancellations may be necessary. Should you need to make changes to your appointment, we kindly ask that you provide a minimum of 24–48 hours’ notice. This policy is in place to allow your practitioner to offer your allocated time to another patient.
You will be charged a cancellation fee equal to the cost of the consultation for any missed or cancelled appointments where you have provided less than 24 hours’ notice.
Balnce charges a consultation fee on behalf of our Balnce Practitioners. This consultation fee is charged at the time of booking and is non-refundable.
Prescription Delivery & Returns
Dispatch, delivery and refunds of prescription products are per our partner pharmacies’ terms and conditions (as well as any other relevant policies.)
By accessing these services through Balnce, you agree to our partner pharmacies terms and conditions and any other relevant policies. These can be viewed below (Partner Pharmacy Terms of Sale).
We work with our independent partner pharmacies to fulfill your prescription. All goods purchased from our Partner Pharmacies are subject to the following terms and conditions.
Acceptance of Goods
To ensure your privacy and the safe delivery of your products, all of our pharmacy deliveries require a signature upon acceptance. Please ensure you have allocated a delivery address where someone will be available to sign for your delivery between the hours of 9am–5pm, Monday to Friday.
Prescription products cannot be given an authority to leave direction. If no one is present to sign for your products, your package will be taken to the nearest post office for collection and a card with collection instructions will be left at your address.
Title & Risk
The sale occurs upon your order leaving the dispensing pharmacy and the title to the goods pass to you at that time. You are the legal owner of the products, are responsible for those products and the products are at your risk upon delivery.
Returns & Refunds Policy
Our website’s returns policy is in addition to your rights under Australian Consumer Law.
This policy applies for online orders via our partner pharmacies only.
Unfortunately, refunds may not be provided on prescription items, pharmacy medicines or pharmacist only medicines. This is due to state health regulations as the products are unable to be returned to stock or re-sold after leaving the premises. Storage conditions and therefore, effectiveness of the medication, are unable to be guaranteed once this has occurred.
Please contact Balnce if the item is:
Balnce and the Partner Pharmacy reserves the right to return the product to the manufacturer for further evaluation. The outcome of this evaluation will be provided and no refund or replacement will be provided if the item was damaged due to misuse or neglect.
No returns, refunds or exchanges will be offered for changes of mind.
Damaged or Incorrect Products
Please contact Balnce within 3 days of receipt of the products:
You may be required to provide us with an image of the damaged or incorrect product in order to process a refund or replacement. The cost of freight will be covered for these returned products.
At Balnce Health Pty Ltd, we respect your right to privacy and are committed to protecting your personal information.
We are required to handle your personal information in accordance with the Australian Privacy Principles (the APPs) contained within the Privacy Act 1988 (Cth) (the Act) and other applicable privacy and health records laws (for example, Health Records Act 2001 (Vic)).
Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not and whether the information or opinion is recorded in a material form or not. Examples include your name, address, telephone number, email address and profession or occupation.
Sensitive information is a subset of personal information and includes a person’s health information.
Unless otherwise specified, a reference to “personal information” in this policy means both personal information and sensitive information.
The purposes for collecting personal information include to arrange and conduct our business, understand our audiences and provide you with requested services.
We may collect the following personal information:
If you are using Balnce to seek a consultation with a doctor or other practitioner or are using the Balnce client platform, we may also collect information about your medical history and medical conditions (if any). This may include: medications (past and current), allergies, your use of complementary medicines and medicinal cannabis, any side effects or adverse events, immunisations, social history, family history, risk factors, and test results.
We may collect the name, contact details and AHPRA number of health professionals.
We will try to collect your personal information directly from you, unless it is unreasonable or impracticable to do so.
We will only collect sensitive information (including health information) with your consent.
We collect personal information through:
We may collect personal information from other sources including:
We will primarily use your information to provide you with our services and functions.
We may use your personal information for the following other purposes.
Administrative and business purposes
Research and service improvement
These activities may be conducted by Balnce or by a third party.
Assessing job applicants
Where we disclose personal information to third parties, including contractors, we endeavour to require that these third parties respect your right to privacy and comply with the Act. We may disclose your personal information to:
We may send you communications and information about medical conditions, clinical trials, research, events, products and services that we consider may be of interest to you.
These communications may be sent in various forms, including mail, SMS and email.
If you indicate a preference for a method of communication, we will endeavour to use your preferred method.
You may opt-out of receiving communications from us at any time. You can do this by contacting us or using opt-out facilities provided in the communications. We will then ensure that your name is removed from our mailing list.
We aim to ensure that all personal information collected is accurate, complete and up to date. To help us achieve this objective, please contact the Privacy Officer if any of your details change.
You have a right to request the correction of your personal information held by Balnce. If you believe that the information Balnce holds is not accurate, complete or up-to-date, please contact the Privacy Officer on email@example.com in order to have the information corrected. You will not be charged a fee for the correction of your information.
You have a right to request access to any personal information we hold about you. You can request access at any time by contacting the Privacy Officer. Where we grant access, we will try to provide you with suitable means of accessing the information (for example, via mail or email). We may charge you a fee to cover our administrative and other reasonable costs in providing the information to you. We will not charge a fee making the request.
We may refuse your request for access where authorised or required by law. For example, we must refuse access where granting access would unreasonably interfere with the privacy of others. We will provide written reasons for any refusal of an access request.
We take reasonable steps to ensure your personal information is protected from misuse and loss and from unauthorised access, modification or disclosure. Your personal information is generally stored electronically on our software or systems or on those of our third-party service providers. Your information will be stored on servers in Australia. All electronically stored data is encrypted. Passwords are transmitted but never stored. Some personal information may also be stored in hard copy documents
Staff will deal with personal information in accordance with this policy and will take steps to keep it secure. Access to your personal information will be limited to staff who need to access it for carrying out our services and functions, as described under the How do we use your personal information? section.
If you have a complaint or concern regarding how we have handled your information, please contact the Privacy Officer in writing (contact details are at the end of the policy). Please provide details of your complaint or concern.
Our representative will contact you within a reasonable time after receipt of your complaint. We will discuss your concerns and outline options regarding how they may be resolved. We will aim to ensure that your complaint is resolved in a timely and appropriate manner.
If you are not satisfied with how we have handled your complaint, you can contact the Office of the Australian Information Commissioner. See www.oaic.gov.au.
Our website may contain links to other websites operated by third parties. We are not responsible for the privacy policies or the content of third-party websites.
IP addresses, cookies and web beacons
We may collect information when you interact with us online. This could be via our websites or through emails or other forms of online communication. We may collect your information using web server logs, IP addresses, cookies and web beacons.
Web server logs/IP addresses
We may collect web server logs and IP addresses (the unique address of your device) to conduct system administration and report aggregate information to affiliates, business partners and/or vendors to conduct site analysis and website performance reviews.
Some of our webpages or emails may use a web beacon (also known as an action tag or clear GIF technology). Web beacons help analyse the effectiveness of websites by measuring, for example, the number of visitors to a site or how many visitors clicked on key elements of a site.
We may also collect information from your browser or device when you visit our websites, including
Please address all correspondence to:
Balnce Health Pty Ltd
Attn: Privacy Officer
PO BOX 21
BALACLAVA 3183 VIC