Terms of Service

1. Introduction and Acceptance of Terms

Welcome to Nureo, a health and wellness platform operated by Nureo Pty Ltd (ABN: 84 696 935 154) ('we', 'us', 'our', or 'Nureo'). By downloading, installing, accessing, or using the Nureo mobile application and associated services (collectively, the 'Platform'), you agree to be bound by these Terms of Service ('Terms'). Please read them carefully before using the Platform.

These Terms constitute a legally binding agreement between you and Nureo Pty Ltd. They govern your use of all features, content, and services available through the Platform, including the Nuri AI health assistant, food scanner, practitioner directory, subscription services, and all associated functionality.

2. Definitions

In these Terms, the following words have the following meanings:

"Account" means your registered user account on the Platform.

"AI Assistant" or "Nuri" means the artificial intelligence-powered health companion feature embedded within the Platform.

"Australian Consumer Law" means Schedule 2 of the Competition and Consumer Act 2010 (Cth).

"Content" means all text, images, data, information, software, graphics, and other materials on the Platform.

"Health Information" has the meaning given to it in the Privacy Act 1988 (Cth), and includes information or an opinion about the health or a disability of an individual, or an individual's expressed wishes about future provision of health services.

"Platform" means the Nureo mobile application, website, and all related services, features, and tools.

"Practitioner" means a registered health professional listed in the Nureo practitioner directory, including but not limited to general practitioners, dietitians, psychologists, physiotherapists, and other allied health professionals.

"Sensitive Information" has the meaning given to it in the Privacy Act 1988 (Cth).

"Subscription" means the Core or Premium subscription plan offered through the Platform.

"User Content" means any content you submit, upload, or share through the Platform, including food scans, progress photos, check-in entries, and social posts.

"We", "us", "our", or "Nureo" means Nureo Pty Ltd (ABN: 84 696 935 154).

"You" or "user" means any individual who accesses or uses the Platform.

3. Eligibility and Account Registration

3.1 Age Requirements

You must be at least 18 years of age to create an Account and use the Platform. By registering, you represent and warrant that you are 18 years of age or older. If you are between the ages of 13 and 17, you may only use the Platform with the verifiable consent and active supervision of a parent or legal guardian who agrees to these Terms on your behalf. We do not knowingly collect personal information from children under 13 years of age. If we become aware that a user is under 13, we will immediately deactivate their account and delete their data.

3.2 Account Registration

To access most features of the Platform, you must register for an Account. When registering, you agree to:

Provide accurate, current, and complete information as prompted by the registration form.

Maintain and promptly update your account information to keep it accurate and complete.

Maintain the security of your password and account credentials.

Notify us immediately at support@nureo.com.au of any unauthorised use of your account.

Accept responsibility for all activities that occur under your account.

You may not create an Account on behalf of another person without their express authorisation. Corporate or organisational accounts may only be created by an authorised representative of that entity.

3.3 Account Security

You are solely responsible for maintaining the confidentiality of your login credentials. Nureo will not be liable for any loss or damage arising from your failure to comply with this obligation. We recommend using a strong, unique password and enabling any multi-factor authentication options offered by the Platform.

4. Subscription Plans and Billing

4.1 Available Plans

The Platform offers three access tiers: Free, Core, and Premium. The features available under each tier are described in the Platform and are subject to change. As at the Effective Date, the following standard pricing applies (all amounts in Australian Dollars, GST inclusive):

Free: $0.00 per month — limited feature access.

Core: $20.00 per month — unlocks core platform features including full food scanner analysis, course library, AI assistant (20 messages per day), check-in history, and social features.

Premium: $40.00 per month — includes all Core features plus unlimited AI messages, live session recordings, and full access to the Practitioner Directory including appointment booking and in-app payments.

4.2 Promotional Pricing

From time to time, we may offer promotional pricing on Subscriptions. Where a 50% promotional discount is applied, this discount will apply for the first six (6) billing cycles from the date of your initial subscription. After the sixth billing cycle, your Subscription will automatically revert to the standard rate. We will send you an in-app notification at least seven (7) days before the promotional rate expires so you can make an informed decision about continuing your Subscription.

4.3 Billing and Auto-Renewal

Subscriptions are billed on a monthly basis. By subscribing, you authorise Nureo (or its authorised payment processor) to charge your nominated payment method on the same date each month. Your Subscription will automatically renew at the end of each billing period unless you cancel before the renewal date.

4.4 Payment Processing

All payments are processed by third-party payment processors (such as Stripe or Apple Pay / Google Pay). By making a payment through the Platform, you agree to be bound by the terms and privacy policies of the applicable payment processor. Nureo does not store your full credit card or debit card details on its servers. We collect and store only a payment token and the last four digits of your card number for identification purposes.

4.5 Price Changes

We reserve the right to change Subscription prices at any time. We will provide you with at least 30 days' written notice (by email or in-app notification) before any price change takes effect. If you do not agree to a price change, you must cancel your Subscription before the change takes effect. Your continued use of a paid Subscription after the price change takes effect constitutes your acceptance of the new price.

4.6 Taxes and GST

All prices displayed on the Platform are inclusive of Australian Goods and Services Tax (GST) where applicable. You are responsible for any other taxes, duties, or levies that may apply to your Subscription in your jurisdiction.

5. Cancellation and Refunds

5.1 Cancellation

You may cancel your Subscription at any time through the account settings in the Platform or by contacting us at support@nureo.com.au. Cancellation takes effect at the end of your current billing period. You will retain access to paid features until the end of the period for which you have already paid. Cancellation does not entitle you to a refund for any prepaid period unless required by applicable law.

5.2 Refunds

Subject to your rights under the Australian Consumer Law and clause 5.3, Subscription fees are non-refundable once a billing period has commenced. We do not provide refunds or credits for partial months of service, downgrades, or unused features.

5.3 Australian Consumer Law Rights

Nothing in these Terms limits, excludes, or modifies any rights you may have under the Australian Consumer Law that cannot be lawfully excluded. Under the Australian Consumer Law, you may be entitled to a refund, replacement, or repair where a service fails to meet a consumer guarantee. If a service fails to meet a consumer guarantee and the failure is a major failure, you are entitled to choose a refund. If the failure does not amount to a major failure, you may require us to rectify the failure within a reasonable time.

5.4 Termination by Nureo

We may suspend or terminate your Account and Subscription if you breach these Terms or if we are required to do so by law. In such cases, we will provide you with reasonable notice where practicable. If we terminate your account without cause, we will provide you with a pro-rata refund for any prepaid period.

6. AI Health Assistant (Nuri) — Important Disclaimer

6.1 Nature of the AI Assistant

The Nuri AI assistant provides general health and wellness information based on the information you provide. It is designed to support healthy habits and general wellbeing — not to replace professional medical, psychological, dietary, or other health advice. Responses generated by Nuri are produced by an artificial intelligence system and may not always be accurate, complete, current, or applicable to your specific circumstances.

6.2 What the AI Assistant Cannot Do

The Nuri AI assistant will not and cannot:

Diagnose, treat, cure, or prevent any medical condition, disease, or health disorder.

Recommend specific medications, medical treatments, or therapeutic dosages.

Provide advice that substitutes for consultation with a qualified medical practitioner.

Access your medical records, pathology results, or clinical history from external providers.

Guarantee the accuracy, completeness, or applicability of any information provided.

6.3 Emergency Situations

If you are experiencing a medical emergency, call Triple Zero (000) immediately. The Nuri AI assistant is not designed or equipped to handle medical emergencies. Do not rely on Nuri in any situation where professional emergency medical assistance is required.

6.4 Message Limits

Core subscribers may send a maximum of 20 messages to the Nuri AI assistant per calendar day. Premium subscribers have unlimited daily messages. Free users do not have access to the AI assistant. Daily limits reset at midnight in the user's local timezone. We reserve the right to modify these limits with reasonable notice.

6.5 AI Content and Accuracy

You acknowledge that AI-generated content may contain errors, inaccuracies, or outdated information. Nureo does not warrant the accuracy, completeness, or fitness for purpose of any information provided by the Nuri AI assistant. You use AI-generated information entirely at your own risk. Nureo expressly disclaims all liability for any decisions made or actions taken based on information provided by the Nuri AI assistant.

7. Health Information Disclaimer

The Platform provides general health, nutrition, and wellness information for educational and informational purposes only. This information does not constitute and must not be construed as medical advice, a medical diagnosis, a treatment recommendation, or a substitute for professional medical, nutritional, psychological, or other clinical advice.

Information provided through the Platform, including food nutrition data, health education content, course materials, and AI-generated content, is intended to support your general wellbeing. It does not take into account your individual medical history, contraindications, allergies, or other health circumstances.

You should always consult a qualified and registered healthcare professional before making changes to your diet, exercise regimen, supplement intake, or any other health-related behaviour, particularly if you have a pre-existing medical condition, are pregnant, are breastfeeding, or are taking medication.

The food nutrition data provided through the food scanner feature is sourced from third-party databases and is provided for general reference only. Nutritional values may vary depending on preparation method, portion size, and product variation. You should not rely on Platform data for the management of food allergies, intolerances, or medical dietary requirements without independent verification.

8. Practitioner Directory and Appointment Booking

8.1 Directory Availability

The Practitioner Directory is available exclusively to Premium subscribers. The Directory allows you to browse profiles of registered health practitioners, book appointments (in-person and online/telehealth), and communicate with Practitioners via in-app messaging.

8.2 Independent Practitioners

Practitioners listed in the Nureo directory are independent professionals and are not employees, agents, or contractors of Nureo. Nureo does not employ, supervise, control, or take responsibility for the professional conduct, advice, services, or outcomes delivered by any Practitioner. Nureo's role is limited to providing a platform through which you can discover and connect with Practitioners.

8.3 Practitioner Verification

While Nureo takes reasonable steps to verify that Practitioners hold current registration with the applicable Australian Health Practitioner Regulation Agency (AHPRA) or relevant professional body at the time of listing, we do not continuously monitor ongoing registration status. You are responsible for verifying a Practitioner's current registration, qualifications, and suitability before engaging their services. You can verify registration at www.ahpra.gov.au.

8.4 Appointment Booking

Appointments booked through the Platform are subject to the Practitioner's own terms and conditions, cancellation policies, and professional obligations. Nureo is not a party to the agreement between you and a Practitioner. Any disputes regarding consultations, treatment, charges, or outcomes must be resolved directly with the Practitioner.

8.5 In-App Payments for Bookings

Where you make payment for a Practitioner appointment through the Platform, you acknowledge that Nureo facilitates the payment on behalf of the Practitioner. Refund requests for Practitioner appointments must be directed to the Practitioner in accordance with their cancellation policy. Nureo may assist in facilitating refunds where appropriate but is not responsible for Practitioner refund policies.

8.6 Regulatory Compliance

Practitioners are solely responsible for ensuring their services comply with all applicable laws, regulations, and professional standards, including the Health Practitioner Regulation National Law, the relevant codes of conduct, and any state or territory health legislation.

9. Food Scanner

The food scanner allows users to photograph food items and receive approximate nutritional information sourced from third-party nutritional databases. Free users receive a maximum of 5 scans per calendar month. Core and Premium users receive unlimited scans.

Nutritional information provided by the food scanner is approximate and for general informational purposes only. Accuracy may vary depending on the food item, preparation method, portion size, and database coverage. The food scanner must not be used as the sole basis for managing medically prescribed dietary requirements, food allergies, or intolerances. Always consult a registered dietitian for medically required dietary advice.

10. User Content

10.1 Your Responsibility for User Content

You are solely responsible for all User Content you submit to or share through the Platform. By submitting User Content, you represent and warrant that:

You own the content or have the necessary rights to submit it.

The content does not infringe the intellectual property rights, privacy rights, or other rights of any third party.

The content is not defamatory, obscene, harmful, threatening, abusive, harassing, or otherwise objectionable.

The content does not contain false or misleading health information.

The content complies with all applicable laws, including Australian privacy legislation.

10.2 Licence to Use Your Content

By submitting User Content to the Platform, you grant Nureo a non-exclusive, worldwide, royalty-free, sublicensable licence to use, store, display, reproduce, and process that content solely for the purposes of operating and improving the Platform and providing you with the Platform's services. This licence does not permit Nureo to sell or commercially exploit your User Content in any way not connected to the operation or improvement of the Platform.

10.3 Progress Photos

You acknowledge that progress photos and similar health-related images you upload are sensitive in nature. These are stored securely and are accessible only to you within your account. Progress photos are not shared with other users or third parties without your explicit consent.

10.4 Social Features

Where the Platform includes social features (such as shared meal feeds or friend activity), you acknowledge that content you choose to share with friends or the community may be visible to other users. You control your sharing settings and are responsible for what you choose to share.

10.5 Removal of Content

Nureo reserves the right to remove or disable any User Content that, in our reasonable judgment, violates these Terms, applicable law, or our community standards, without prior notice. We are not obligated to review User Content before it is posted.

11. Intellectual Property

11.1 Nureo's Intellectual Property

All intellectual property rights in the Platform, including software, algorithms, design, branding, logos, trade marks, course content, AI models, and all other Content (excluding User Content), are owned by or licensed to Nureo. Nothing in these Terms transfers any intellectual property rights to you.

Nureo grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your personal, non-commercial purposes, subject to your compliance with these Terms.

11.2 Restrictions

You must not:

Copy, reproduce, distribute, modify, or create derivative works from any Platform Content without our prior written consent.

Reverse engineer, decompile, or disassemble any part of the Platform software.

Use any automated means (including bots, scrapers, or crawlers) to access the Platform.

Remove or alter any copyright, trade mark, or other proprietary notices on the Platform.

Use the Platform's Content for any commercial purpose without our written authorisation.

11.3 Feedback

If you submit feedback, suggestions, or ideas about the Platform ('Feedback'), you grant Nureo an irrevocable, perpetual, worldwide, royalty-free licence to use, incorporate, and commercialise that Feedback without restriction or compensation to you.

12. Third-Party Services

The Platform may integrate with, link to, or use third-party services, APIs, payment processors, nutritional databases, and content providers ('Third-Party Services'). These Third-Party Services are governed by their own terms and privacy policies, which you should read carefully.

Nureo does not control and is not responsible for the content, accuracy, availability, privacy practices, or conduct of Third-Party Services. The inclusion of any Third-Party Service does not constitute our endorsement or recommendation of that service.

If the Platform is made available through Apple App Store or Google Play Store, you acknowledge that those platforms also have their own terms and conditions that apply to your use. Apple Inc. and Google LLC are not parties to these Terms and have no responsibility for the Platform.

13. Prohibited Conduct

When using the Platform, you must not:

Violate any applicable law, regulation, or professional standard.

Impersonate any person or entity, including a Practitioner or Nureo employee.

Submit false, misleading, or fraudulent information, including false health data.

Interfere with or disrupt the integrity, security, or performance of the Platform.

Attempt to gain unauthorised access to any account, system, or network connected to the Platform.

Use the Platform to transmit spam, unsolicited marketing communications, malware, or viruses.

Harass, threaten, or intimidate other users or Practitioners through the Platform.

Use the Platform for any unlawful, fraudulent, or harmful purpose.

Create multiple accounts to circumvent usage limits or enforcement actions.

Provide false health information that could harm other users or yourself.

Exploit the AI assistant to generate or distribute harmful health misinformation.

Engage in any activity that could expose Nureo or its users to legal liability.

14. Privacy

Nureo is committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our Privacy Policy, which is incorporated into these Terms by reference, explains how we collect, use, disclose, and protect your personal information, including your health information.

By using the Platform, you consent to our collection, use, and disclosure of your personal information as described in our Privacy Policy. You can access the full Privacy Policy within the Platform or at www.nureo.com.au/privacy-policy.

The collection of health information is subject to the heightened protections under the Privacy Act 1988 (Cth). We will only collect health information with your express consent and will take all reasonable steps to protect its security and confidentiality.

15. Disclaimer of Warranties

To the maximum extent permitted by law (including the Australian Consumer Law), the Platform is provided 'as is' and 'as available' without warranty of any kind, whether express, implied, statutory, or otherwise. Nureo specifically disclaims all implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

Without limiting the foregoing, Nureo does not warrant that:

The Platform will be uninterrupted, error-free, or available at all times.

Any information provided through the Platform is accurate, complete, or up to date.

The Platform is free of viruses, bugs, or other harmful components.

Defects in the Platform will be corrected.

The results obtained from using the Platform will meet your requirements or health goals.

Nothing in this clause excludes the consumer guarantees and other statutory rights under the Australian Consumer Law that cannot lawfully be excluded.

16. Limitation of Liability

16.1 Exclusion of Consequential Loss

To the maximum extent permitted by applicable law, Nureo and its officers, employees, contractors, agents, and licensors will not be liable for any indirect, incidental, special, consequential, or punitive loss or damage, including but not limited to:

Loss of revenue, profit, business, or anticipated savings.

Loss of data or loss of goodwill.

Personal injury or property damage arising from your use of the Platform.

Health outcomes resulting from following information or recommendations provided through the Platform.

Any loss or damage arising from the acts or omissions of Practitioners engaged through the Platform.

Any unauthorised access to your personal information where Nureo has taken reasonable security measures.

16.2 Cap on Liability

To the extent that liability cannot be excluded, Nureo's total aggregate liability to you for all claims arising out of or relating to these Terms or your use of the Platform will not exceed the greater of: (a) the total Subscription fees paid by you to Nureo in the three (3) months immediately preceding the event giving rise to the claim; or (b) AUD $50.

16.3 Essential Consumer Guarantees

If the Australian Consumer Law applies and a failure to comply with a consumer guarantee does not amount to a major failure, then Nureo's liability is limited to supplying the services again, or paying the cost of having the services supplied again.

16.4 Health-Related Liability

Nureo expressly excludes all liability for any physical, psychological, or health-related harm arising from your use of information obtained through the Platform or from acting on AI-generated recommendations. This Platform is not a substitute for professional healthcare, and Nureo does not accept liability for health outcomes of any kind.

17. Indemnification

You agree to indemnify, defend, and hold harmless Nureo, its officers, directors, employees, contractors, agents, and licensors from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:

Your use of the Platform in breach of these Terms.

Your User Content, including any claim that your User Content infringes a third party's rights.

Your violation of any applicable law or regulation.

Any dispute between you and a Practitioner.

Any misrepresentation made by you in connection with the Platform.

18. Account Suspension and Termination

18.1 Termination by You

You may close your Account at any time through the account settings or by contacting support@nureo.com.au. Upon account closure, your Subscription will be cancelled as described in clause 5.1. Your right to use the Platform ceases immediately upon account closure.

18.2 Suspension or Termination by Nureo

Nureo reserves the right to suspend or terminate your Account and access to the Platform, with or without notice, if:

You breach any provision of these Terms.

We reasonably believe that your account is being used fraudulently or illegally.

We are required to do so by law or a regulatory authority.

Continued access poses a risk to the security or integrity of the Platform or other users.

You fail to pay any amounts due under these Terms.

18.3 Effect of Termination

Upon termination of your Account, all rights and licences granted to you under these Terms will immediately cease. Clauses relating to intellectual property, disclaimer of warranties, limitation of liability, indemnification, and governing law will survive termination. We will handle your personal data following termination in accordance with our Privacy Policy.

18.4 Data Following Termination

Upon termination, we will retain your personal data for as long as required by law or as described in our Privacy Policy. You may request a copy of your data before account closure by contacting privacy@nureo.com.au.

19. Changes to These Terms

Nureo reserves the right to modify these Terms at any time. We will notify you of material changes by email to the address registered on your Account, by in-app notification, or by prominent notice on the Platform, at least 14 days before the changes take effect.

If you do not agree to the amended Terms, you must stop using the Platform and may terminate your Account before the changes take effect. Your continued use of the Platform after the effective date of any amendment constitutes your acceptance of the amended Terms.

We will maintain an archive of previous versions of these Terms, which will be available upon request.

20. Governing Law and Dispute Resolution

20.1 Governing Law

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia, without regard to its conflict of laws principles.

20.2 Informal Resolution

Before commencing any formal legal proceedings, you agree to notify us of your dispute in writing at support@nureo.com.au and to attempt to resolve the dispute through good-faith negotiations for at least 30 days from the date of notice.

20.3 Jurisdiction

If a dispute cannot be resolved through negotiation, both parties submit to the exclusive jurisdiction of the courts of New South Wales, Australia.

20.4 Australian Competition and Consumer Commission

Nothing in these Terms prevents you from making a complaint to the Australian Competition and Consumer Commission (ACCC), the Office of the Australian Information Commissioner (OAIC), or any other relevant regulatory body.

21. General Provisions

21.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Nureo with respect to the Platform and supersede all prior agreements, representations, and understandings.

21.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it valid and enforceable, or severed if it cannot be so modified, without affecting the validity and enforceability of the remaining provisions.

21.3 Waiver

No failure or delay by Nureo to exercise any right or enforce any provision of these Terms will constitute a waiver of that right or provision.

21.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent. Nureo may assign these Terms (including in connection with a merger, acquisition, or sale of assets) without restriction and without notice to you, except as required by law.

21.5 Force Majeure

Nureo will not be liable for any delay or failure to perform its obligations under these Terms if such delay or failure is caused by circumstances beyond our reasonable control, including acts of God, government actions, pandemic, natural disaster, or failure of third-party services.

21.6 Electronic Communications

You consent to receive communications from Nureo electronically, including by email, in-app notification, and push notification. You agree that all agreements, notices, disclosures, and other communications provided electronically satisfy any legal requirement that such communications be in writing.

22. Contact Information

If you have any questions about these Terms, please contact us:

Company: Nureo Pty Ltd

Email: support@nureo.com.au

Privacy enquiries: privacy@nureo.com.au

Website: www.nureo.com.au

ABN: 84 696 935 154

Registered address: 25 South Street, West Wodonga VIC 3690

We endeavour to respond to all enquiries within 5 business days.