Terms and Conditions

These Terms and Conditions apply to your use of Hemexa's website, application, health record, health dashboard, pathology coordination service, health insights, educational content, and related services. They apply whether you hold a free account or a paid membership.

By creating an account, becoming a member, paying for a membership, accessing the Hemexa platform, or using any Hemexa service, you agree to these Terms and Conditions.

If you do not agree to these Terms and Conditions, you must not create an account, become a member, or use Hemexa.

You accept these Terms once, when you create your account. They then apply for as long as you hold the account, including if you later become a member, and if your membership ends and your account continues on the free plan.

1. About Hemexa

Hemexa is operated by Hemexa Pty Ltd ACN 696 914 753, ABN 48 696 914 753 of International Tower 3, Level 17/300 Barangaroo Ave, Barangaroo NSW 2000, Australia.

In these Terms:

• “Hemexa”, “we”, “us” or “our” means Hemexa Pty Ltd.
• “you” or “your” means the person using Hemexa, holding a Hemexa account, or applying to become a Hemexa member.
• “Account” means your Hemexa account, on the free plan or with a Membership.
• “Free Account” means an Account without a current Membership. A Free Account is a plan in its own right. It is not a trial and it has no fee.
• “Membership” means the paid annual Hemexa membership described in section 13.
• “Platform” means hemexa.health, app.hemexa.health, the Hemexa member dashboard, and any related software, tools, reports, emails, messages, content or services we provide.
• “Service” means the services Hemexa makes available to you through the Platform, on a Free Account or with a Membership, as described in section 4. Some parts of the Service are available only with a Membership.
• “Uploaded Results” means pathology reports, test results and other health records that you add to your Account yourself, from a laboratory or provider other than a test Hemexa coordinated for you. It does not include Genetic Data.
• “Genetic Data” means a genetic data file you upload, the genetic markers we read from it, and the explanations we derive from those markers.
• “Pathology Provider” means Healius Pathology and its regional collection brands, being Laverty Pathology (NSW and ACT), QML Pathology (Queensland), Dorevitch Pathology (Victoria), TML Pathology (Tasmania), Western Diagnostic Pathology (WA and NT), and Abbott Pathology (South Australia). These brands collect, process and report pathology results. The brand that applies to you is determined by your state or territory.
• “Practitioner Reviewer” means a registered Australian GP (My CHO) engaged by Hemexa to review and approve pathology requests, and to review certain results for safety purposes.
• “Health Information” means information about your health, including pathology results, biomarker data, symptoms, medications, supplements, lifestyle information, questionnaire responses, health goals, Genetic Data, and Uploaded Results.

2. Agreement to these Terms

You agree to these Terms when you:

• access or use the Hemexa website
• create a Hemexa account
• tick or select a box confirming acceptance of these Terms
• become a Hemexa member
• pay for a Hemexa membership
• submit health information to Hemexa
• use any part of the Hemexa Platform
• otherwise use or receive the Hemexa Service

You also agree to our Privacy Policy and Health Disclaimer, which form part of these Terms.

Some features ask for a further, separate agreement before you use them. Uploading genetic data requires its own consent. Buying a Membership requires you to confirm the price, renewal and refund terms shown at checkout. Those agreements add to these Terms and do not replace them.

3. Eligibility

To create an Account, you must:

• be at least 18 years old
• be located in Australia
• provide accurate and complete registration information
• use Hemexa only for your own personal health tracking
• be legally capable of entering into a binding contract

To buy a Membership or book a pathology test through Hemexa, you must also live in Australia and be able to attend a collection centre operated by the Pathology Provider in your state or territory. We ask you to confirm this before you pay.

Hemexa is not currently available for children, people under 18, or people outside Australia.

4. What Hemexa Provides

Hemexa provides a preventative health information, coordination and tracking platform. What you can use depends on whether you hold a Free Account or a Membership.

Every Account, including a Free Account, may include:

• a personal health record that holds the Uploaded Results you add
• extraction of the values in the reports you upload, for you to check and correct
• your markers over time, shown against the laboratory's reference range and Hemexa's optimal ranges, with educational explanations
• a dashboard of your results and body composition
• tracking of supplements, health conditions and other health context you enter
• a genetic profile built from genetic data you upload, if you give the separate genetic consent
• a report of the results you uploaded, which you can share with your practitioner
• a results assistant, once you have results in your record, with a limited number of questions on a Free Account
• communications about your Account

A Membership adds:

• access to structured blood panels
• coordination of pathology testing through the Pathology Provider
• review of pathology requests and certain results by a Practitioner Reviewer
• Hemexa health scores
• health plans and goal tracking
• personalised supplement insights
• communications about your membership, testing, results, or safety issues

A Free Account has limits. The number of questions you can ask the results assistant in each 30-day period is shown in the Platform. There is also an upper limit on how many tests a Free Account can hold; if you reach it, contact us. A report of a test Hemexa coordinated for you needs a Membership. We may introduce other features from time to time.

5. Limited Clinical Scope

Hemexa is not a comprehensive medical service. Hemexa does not provide: emergency care, urgent medical advice, diagnosis of disease, treatment of disease, prescribing, medication management, hospital care, comprehensive general practice care, specialist medical care, or a replacement for your usual GP or other healthcare provider.

Limited clinical activities may be performed by a Practitioner Reviewer, including reviewing the appropriateness of pathology requests and reviewing certain results for safety purposes.

6. Not for Emergencies

Hemexa is not an emergency service. You must not use Hemexa for urgent symptoms or time-sensitive medical issues. If you have chest pain, shortness of breath, severe pain, signs of stroke, suicidal thoughts, or any other urgent or life-threatening issue, call 000 or seek urgent medical care immediately.

7. No Substitute for Medical Advice

Hemexa content, reports, and educational materials are provided for general information and education only. They are not medical advice, diagnosis, treatment, or a substitute for advice from a qualified healthcare professional. You must not start, stop, delay, or change medication or treatment solely because of information provided by Hemexa. You should discuss your results with your GP or another qualified healthcare professional.

8. Pathology Testing

Hemexa coordinates pathology testing through the Pathology Provider, being Healius Pathology and its regional collection brands. You acknowledge and agree that:

• pathology tests may require a valid pathology request from an authorised healthcare professional
• pathology requests may be reviewed, approved, refused, or cancelled where a Practitioner Reviewer considers this appropriate
• you are responsible for following preparation instructions given by Hemexa or the Pathology Provider
• you may need to attend a collection centre operated by the Pathology Provider brand for your state or territory
• the Pathology Provider is responsible for sample collection, processing, and laboratory analysis
• results may be delayed, unavailable, rejected, or require recollection
• Hemexa does not guarantee that a pathology panel will identify, rule out, prevent, diagnose or treat any condition

9. Practitioner Review and Abnormal Results

Hemexa arranges for a Practitioner Reviewer (GP) to review and approve pathology requests before collection, and to review certain results for safety purposes. Returned results are checked against Hemexa's published thresholds, and a Practitioner Reviewer is involved where a threshold is met. A Practitioner Reviewer does not read every returned result. This review is limited and does not create an ongoing doctor-patient relationship.

This section applies only to pathology tests Hemexa coordinates for a member. It does not apply to Uploaded Results, which are covered in section 10.

If a materially abnormal or safety-relevant result is identified, Hemexa or the Practitioner Reviewer may attempt to contact you. However:

• Hemexa is not a real-time monitoring service
• Hemexa does not guarantee that all abnormal results will be identified within any particular timeframe
• you are responsible for checking your own results and seeking medical advice
• you must keep your contact details accurate and current
• you should seek urgent medical care if you feel unwell

10. Health Dashboard and Results

Hemexa may display biomarkers, reference ranges, target ranges, trend information, scores, summaries, and educational insights. You acknowledge and agree that:

• reference ranges are not the same as optimal health targets
• reference ranges may vary by laboratory, sex, age, and clinical context
• a result shown as “normal” or “high” is not a diagnosis
• Hemexa may update ranges, categories, and recommendations over time
• you should discuss your results with a qualified healthcare professional

Results you upload. For Uploaded Results, you acknowledge and agree that:

• you will only upload results that are your own
• uploading results does not start a Hemexa clinical review or the urgent-results contact process in our Critical Results Policy
• no Practitioner Reviewer reads Uploaded Results, and Hemexa does not monitor them for dangerous values
• if we happen to become aware of an Uploaded Result that looks dangerous, we may try to contact you, but we do not look for them, we may not notice, and you must not rely on us to do so
• values are extracted from your documents by automated systems, which can make mistakes, and you are responsible for checking the extracted details against your original report
• a flag or range shown by the laboratory on your original report is different from a Hemexa optimal range, and Hemexa's ranges are educational
• the absence of a flag on an Uploaded Result does not mean the result is normal or that you are well
• an Uploaded Result shows your health at the date of that test, not your health today
• Uploaded Results do not by themselves produce Hemexa health scores or a health plan
• you should discuss Uploaded Results with the practitioner who arranged the test or your GP, and you should not wait for Hemexa to contact you

Reports you share. A report you export from Hemexa is a summary prepared for you to share. Where it includes Uploaded Results, those results have not been clinically reviewed by Hemexa and may contain extraction errors. Anyone relying on the report should check the original laboratory report.

11. AI-Generated Content

Hemexa may use artificial intelligence and algorithms to generate, summarise, or explain information, including to extract values from documents you upload and to answer questions you ask the results assistant. AI-generated content may be inaccurate, incomplete, or inappropriate for your circumstances. AI-generated content is provided for educational purposes only and is not medical advice. You should verify important health information with your GP.

12. Your Responsibilities

You are responsible for:

• providing accurate and complete information
• updating your contact details and health information
• checking your email, phone, and app notifications
• following pathology preparation instructions, where you book a test through Hemexa
• attending pathology collection appointments, where you book a test through Hemexa
• seeking medical advice for symptoms and health concerns
• using Hemexa only for lawful personal purposes
• keeping your account credentials secure
• immediately notifying us of any unauthorised account access

13. Membership, Billing and Payment

A Free Account has no fee and does not need a payment card. A Free Account does not become a Membership unless you choose to buy one. This section applies when you do.

Hemexa membership is billed annually at the price displayed to you at checkout or on your membership plan at the time you subscribe or renew.

By purchasing a membership, you authorise Hemexa to charge your payment method for membership fees and related charges.

Membership fees are charged in full at checkout. If you cancel before your first test is ordered, we will refund your membership fee in full. Your first test is ordered when you generate the pathology referral form for your first Hemexa blood test. After that point, membership fees are non-refundable for the current membership year except where required by the Australian Consumer Law or where we expressly agree otherwise in writing. Nothing in this clause excludes consumer guarantees that cannot lawfully be excluded.

Memberships automatically renew each year on your anniversary date unless you choose to cancel. You will be charged renewal fees unless you cancel your membership before your renewal date. You may cancel at any time through the member app or by contacting us.

When a Membership ends, your Account and your record remain and continue as a Free Account. Features that need a Membership stop being available. These Terms continue to apply.

14. Changes to Services

Hemexa may change biomarkers, pathology panels, testing frequency, the Pathology Provider, dashboard features, reports, or other parts of the Service. We will take reasonable steps to notify you before a material change that adversely affects your Account or your Membership, where that is practicable. This does not affect any refund or other remedy you are entitled to under the Australian Consumer Law.

15. Privacy and Health Information

Your use of Hemexa is governed by our Privacy Policy. Before you add Health Information, we ask for your express consent to collect, use and disclose it to provide the health features you choose, including the AI processing explained in our Privacy Policy. We use your personal information and Health Information for providing the Service, storing and organising your Uploaded Results, coordinating pathology testing, enabling Practitioner Reviewer involvement, generating health insights, communicating with you, payment processing, quality assurance, and compliance purposes.

Genetic Data is handled only with the separate genetic consent we ask for before you upload it. You must only upload Genetic Data that is your own. With that consent, we use selected genetic markers to produce educational findings and to add context to your results, assistant answers and, for members, health plan explanations. Explanations derived from your genetic markers may be processed by our AI providers. Your raw genetic data file is not sent to them.

16. Communications

You agree that Hemexa may contact you by email, SMS, phone, app notification, or other electronic means about your account, membership, billing, pathology testing, results availability, abnormal results, service updates, security alerts, and legal notices.

You are responsible for ensuring your contact details are accurate and checking communications from Hemexa.

Marketing is optional and separate. Accepting these Terms, or consenting to the handling of your Health Information, does not subscribe you to marketing. We send marketing only where the law and your preferences allow. You can unsubscribe using the link in each message, and declining marketing does not affect your Account.

17. Acceptable Use

You must not:

• use Hemexa for unlawful, fraudulent, or harmful purposes
• access another person's account or data
• provide false or misleading information
• interfere with the Platform's operation or security
• reverse-engineer, scrape, copy, or modify the Platform
• use Hemexa to develop a competing product
• introduce malware, viruses, or harmful code
• overload or disrupt Hemexa systems
• attempt to bypass access controls or security features
• use Hemexa for commercial, research, or insurance purposes without our written permission

18. Account Security

You are responsible for keeping your login credentials secure. You must not share your account with another person. You must notify us promptly if you suspect unauthorised access or a security issue affecting your account. Hemexa is not responsible for loss to the extent it was caused by your failure to keep your account secure. This does not exclude our responsibility for our own systems and conduct.

19. Third-Party Services

Hemexa relies on third-party providers, including the Pathology Provider, medical practitioners, payment processors, and cloud hosting providers. These third-party services may be subject to their own terms and limitations. Hemexa is not responsible for third-party acts, omissions, outages, or errors to the extent they are outside our reasonable control. Using third-party providers does not exclude obligations that Hemexa itself owes you.

20. Intellectual Property

Hemexa owns or licenses the Platform, its software, designs, text, graphics, and original content. You, and any third-party rights holders, keep the rights in material you upload, and you permit us to process that material to provide the Service. You are granted a personal, limited, non-exclusive, non-transferable licence to access and use the Platform for your own personal health tracking. You may download, copy and share your results and your Hemexa reports with your healthcare providers and for your own records. Otherwise, you must not copy, reproduce, modify, or commercially exploit any Hemexa intellectual property without our written consent.

21. De-Identified and Aggregated Information

Hemexa may use aggregated, anonymised or de-identified data derived from your use of the Service for research, analytics, product improvement, and service development. Hemexa will take reasonable steps to ensure that de-identified information does not identify you.

22. Service Availability

We aim to provide a reliable service, but Hemexa may be unavailable or interrupted from time to time because of maintenance, upgrades, outages, provider failures, or events outside our reasonable control. We do not guarantee that the Platform will be uninterrupted, error-free, or available at all times.

23. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify you by email or in-app notice. We may ask you to accept the updated Terms before you continue to use parts of Hemexa. If you do not agree to updated Terms, you must stop using Hemexa and may cancel your membership or close your Account.

24. Suspension and Termination

You may close your Account at any time by contacting us. What we keep and what we delete after closure is set out in our Privacy Policy.

We may suspend or terminate your account if you materially breach these Terms, knowingly provide false information, misuse the Platform, or if we reasonably need to do so to protect Hemexa or its members. Unless immediate action is reasonably necessary for safety, security or legal compliance, we will tell you why and give you a reasonable opportunity to fix the problem first. If a Membership payment fails, the features that need a Membership may stop, and your Account continues as a Free Account.

On request, and subject to identity verification, we will give you a reasonable opportunity to export or obtain a copy of your historical pathology results and health records held in your Hemexa account before or following termination, so that you can share them with your GP or another healthcare provider for continuity of care.

25. Disclaimers

To the maximum extent permitted by law:

• Hemexa does not guarantee any health outcome
• Hemexa does not guarantee that any test or insight will detect, prevent, diagnose or treat any disease
• Hemexa does not guarantee that information on the Platform is complete, current or accurate
• Hemexa does not guarantee pathology turnaround times or availability
• Hemexa does not guarantee that every abnormal result will be identified or escalated
• Hemexa provides the Platform on an “as is” and “as available” basis

26. Limitation of Liability

Nothing in these Terms excludes or restricts any right under the Australian Consumer Law that cannot lawfully be excluded.

To the maximum extent permitted by law, Hemexa is not liable for indirect, consequential, incidental, or special loss, including loss of profit, revenue, goodwill, or business.

Nothing in this clause excludes or limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot lawfully be excluded or limited.

27. Indemnity

To the maximum extent permitted by law, you indemnify Hemexa against loss, damage, liability, cost or expense arising from your breach of these Terms, your misuse of the Platform, information you provide that you know is false or misleading, or your unlawful conduct.

This indemnity does not apply to the extent that the loss, damage, liability, cost or expense was caused by Hemexa's negligence or breach of these Terms, or to the extent this indemnity would be void or unenforceable under the Australian Consumer Law or other applicable law.

28. Disputes

If you have a concern or complaint, please contact us. We will try to resolve the issue in good faith. If you have a complaint that we cannot resolve, you may lodge a complaint with the Australian Health Practitioner Regulation Agency (AHPRA) or other relevant regulator.

29. Governing Law

These Terms are governed by the laws of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales.

30. Contact

Questions about these Terms can be sent to:

Hemexa Pty Ltd
Email: hello@hemexa.health
Address: International Tower 3, Level 17/300 Barangaroo Ave, Barangaroo NSW 2000

31. Linked Documents

These Terms should be read together with our Privacy Policy, Health Disclaimer, Critical Results Policy, and any other terms presented for specific features or services, including the genetic data consent and the membership terms shown at checkout.