Florien Terms of Service

Welcome to Florien.

By using the Florien website (www.florien.co), our patient platform ("Platform"), or our telehealth services, you are entering into an agreement with us. These Terms of Service, along with our Privacy Policy, outline our mutual commitments. Please take a moment to review them.

We may update these terms as our services evolve. The version active at the time of your booking or use of our Platform will be the one that applies to you.

1. About Florien and Our Services

PDR Green Pty Ltd (ACN: 684 805 427), trading as Florien ("we," "us," "our"), operates an online telehealth platform designed to support your healthcare journey.

Our services include:

• Connecting you with independent medical practitioners ("Partner Practitioners") and our dedicated patient support team.
• Providing access to our secure online Platform where you can manage your health information.
• Facilitating the purchase and delivery of prescribed medications from our trusted pharmacy partner ("Partner Pharmacy").

We reserve the right to modify or suspend our services, or your access to them, at any time, especially in cases of non-compliance with these terms.

2. Using the Florien Platform

2.1. Who Can Use Our Services?
Our platform is designed for individuals who:

• Are 18 years of age or older.
• Currently reside in and are accessing our services from within Australia.
• Are capable of entering into a binding agreement and providing consent for medical treatment.
• Agree to these Terms of Service and our Privacy Policy.

2.2. Your Florien Account
To access our services, you will create a personal account on our Platform.

• Your Information: You'll provide us with personal details, including sensitive health information. We handle this data with the utmost care, as detailed in our Privacy Policy. By creating an account, you agree that your health information (like consultation notes and prescriptions) will be accessible on the Platform to facilitate your ongoing care.
• Accuracy: You commit to providing information that is true, current, and complete. Inaccurate or omitted information can impact the quality of your care, and we may need to suspend your account if we find significant discrepancies.
• Security: You are responsible for keeping your password confidential and securing your account. Please notify us immediately if you suspect any unauthorised use. We are not liable for any issues arising from your failure to protect your account credentials.

2.3. Staying in Touch
By providing your contact details, you agree that we may contact you via SMS or email regarding your appointments, treatment, and our services. You can opt out of promotional messages at any time by following the unsubscribe instructions, but we will continue to send essential communications about your care.

3. Your Healthcare Journey

3.1. Our Relationship with Practitioners
Partner Practitioners are independent healthcare professionals, not Florien employees. Your consultation creates a direct patient-practitioner relationship. Florien facilitates this connection but is not a party to the medical advice or treatment you receive. Your practitioner makes all clinical decisions, including determining your suitability for telehealth and whether a prescription is appropriate.

3.2. Medical Guidance
Our platform supports care for specific conditions and does not replace your GP. It's your responsibility to keep your regular doctor informed about any treatments prescribed through Florien. If you experience any side effects, please contact your GP or reach out to us to arrange a follow-up with a Partner Practitioner.

3.3. Booking and Managing Your Appointments

• Fees & Payment: Our consultation fees are available on our website. Payment is required before your scheduled appointment.
• Cancellations & Rescheduling: We understand that plans change. Please provide at least 24 hours' notice if you need to reschedule or cancel. Appointments missed without 24 hours' notice may require re-payment to rebook.
• Our Right to Cancel: We may need to cancel your appointment if payment is not received, required forms aren't completed, or if you are not contactable within 10 minutes of your scheduled start time.

3.4. Our Commitment to a Safe Environment
We are dedicated to providing a respectful and inclusive space for everyone. We expect honesty and courtesy in all interactions. Abusive or harassing behaviour towards our team will not be tolerated and may result in the termination of services.

4. Prescriptions and Medication

Florien is not a pharmacy. We partner with iHealth Pharmacy Pty Ltd ("Partner Pharmacy") to simplify the process of getting your medication.

4.1. Your Choice of Pharmacy
While we have a streamlined process with our Partner Pharmacy, you are free to have your prescription sent to any pharmacy in Australia. Please inform our support team of your preference. An administrative fee may apply for managing prescriptions with external pharmacies.

4.2. The Dispensing Process
If you use our Partner Pharmacy, we will securely transmit your prescription and necessary details to them. For all new medications, a pharmacist will call you for a brief counselling session to review usage directions. Your medication will not be dispatched until this call is completed. If you are unreachable after 5 business days, your order will be cancelled and refunded.

4.3. Delivery of Your Medication
Once dispensed, the legal ownership of the medication transfers to you. Our Partner Pharmacy arranges delivery through a trusted courier. All deliveries require photo identification and a signature to ensure they reach you safely. Please ensure your delivery details are accurate and that someone is available to receive the package.

4.4. Payments, Returns, and Order Issues

• Payment: Payments for medication are made to the Partner Pharmacy, a process we facilitate through our Platform.
• Non-Returnable Goods: Due to health regulations, prescription medications cannot be returned or refunded for change of mind. Please double-check your order details before confirming your purchase.
• Order Issues: If your order arrives damaged, is incorrect, or doesn't arrive as expected, please contact our support team within 7 days. We will coordinate with the Partner Pharmacy to find a solution.

5. Platform Integrity and Acceptable Use

You agree to use our Platform and services for personal, non-commercial purposes only. You must not attempt to breach our security, use the platform for unlawful activities, or reproduce our content without permission.

6. Important Legal Information

6.1. Intellectual Property
The content, design, and technology of the Florien website and Platform are owned by us. You may not copy, reproduce, or use our trademarks or content without our written consent.

6.2. Third-Party Links
Our Platform may contain links to external websites. We are not responsible for the content or practices of these third-party sites.

6.3. Limitation of Liability
Our services come with guarantees that cannot be excluded under Australian Consumer Law. However, to the fullest extent permitted by law, Florien is not liable for indirect or consequential damages arising from your use of our services, the actions of Partner Practitioners, or third-party providers. Our liability is limited to the resupply of our services or the cost of that resupply.

6.4. Indemnity
You agree to indemnify Florien against any claims or losses arising from your breach of these terms or your misuse of our services.

6.5. Disclaimers
Information provided on our website or social media is for educational purposes and is not a substitute for professional medical advice. Always consult a qualified health practitioner for your specific needs.

7. General Terms

7.1. Complaints and Concerns
If you have a complaint or concern about our services or billing, please contact our support team at support@florien.co. We are committed to resolving issues promptly and fairly.

7.2. Governing Law
These terms are governed by the laws of New South Wales, Australia. You agree to the jurisdiction of the courts in New South Wales for resolving any disputes.

7.3. Promotional Campaigns
From time to time, we may offer special promotions. Specific terms and conditions will apply to each campaign and will be outlined at the time of the offer.

7.4. Contact Us
For any questions, please reach out to us at support@florien.co.

Company: PDR Green Pty Ltd
ACN: 684 805 427
Trading Name: Florien
Address: 13-15 Little Burton Street, Darlinghurst NSW 2010, Australia
Website: florien.co
Version: 1.0
Last Updated: 10/2025