Terms and Conditions.

These terms apply to your use of the Natural Therapy Portal (the portal) and to orders you place through it. The portal is operated by JZHAO INVESTMENTS PTY LTD (ABN 20 652 582 431), trading as Enliven. In these terms, “Enliven”, “we”, “us” and “our” refer to that entity. “Pharmacy” means the Enliven pharmacy that holds your prescription and supplies your order, as shown in the portal and at checkout before you submit an order.

Emergencies and medical advice.

The portal does not provide emergency services and messages sent through it are not monitored for urgent clinical issues. In an emergency, call 000. For mental health support, call Lifeline on 13 11 14. For advice about your treatment, consult your pharmacist or prescriber.

Accounts.

You must have a Natural Therapy Portal account to place an order. Accounts cannot be created directly. We create your account after a pharmacist approves your first eScript and send you an invitation to activate it. Once activated, you can order your approved prescription. By activating or using your account, you agree to these terms.

To set up and use your account, we may require your name, date of birth, email address, mobile number and, where applicable, billing and delivery details. We handle this information in accordance with our Privacy Policy.

You must be 18 or over and have legal capacity to agree to these terms. A parent, guardian or carer may hold or manage an account for another person, including a person under 18, if they have authority to act for that person. We may verify your identity and authority before providing access or supplying an order.

Information you provide when registering and using your account must be accurate, complete and truthful. You must keep it up to date, keep your sign-in details confidential and notify us promptly of suspected unauthorised access. You must use the portal lawfully and must not access another person’s account or records without authority.

We may suspend or close your account if you seriously or repeatedly breach these terms, if we reasonably suspect fraud or unauthorised access, or if action is necessary for patient safety or to comply with the law. We will give you notice and explain the reason where reasonably practicable. If immediate action is necessary, we will notify you afterwards where permitted by law. Suspension or closure does not affect your rights in relation to existing orders or your ability to contact the Pharmacy about prescriptions it holds for you.

Submitting eScripts.

You or your prescriber may submit an eScript to the Pharmacy for review. If you already have an account, you can also submit eScripts through the portal. A pharmacist may also add a prescription they have already reviewed to your account. You must only submit an eScript that was issued to you or to a person you are authorised to act for.

Submitting an eScript is not an order and does not oblige you to purchase anything. By submitting an eScript, or allowing your prescriber to submit one, you ask the Pharmacy to review and hold the prescription, including any repeats, on your behalf.

If you would like a prescription the Pharmacy holds for you to be dispensed elsewhere, contact the Pharmacy to discuss your options. We will assist where we reasonably can, subject to applicable dispensing and record-keeping requirements.

Pharmacist review.

A pharmacist reviews each submitted prescription and records details such as the medicine, expiry, remaining repeats and the next available date. We may verify the prescription with your prescriber and request information necessary to assess whether supply can proceed. If more information is needed, the pharmacist may send you a message in the portal or contact you directly.

When a prescription is shown as approved or available, it means you can order it once it is due. It does not guarantee supply. Prescription approval and order fulfilment are separate steps, and the pharmacist reviews every order again before dispensing.

Supply of prescription medicines is subject to a valid prescription, pharmacist review, stock availability and applicable dispensing requirements. A pharmacist may decline to supply if, in their professional judgement, supply would be unlawful or unsafe.

Repeats and reminders.

A repeat is subject to the applicable dispensing interval, remaining authorised supplies, prescription validity and pharmacist review. A status or date displayed in the portal does not override these requirements.

We will not order, dispense or charge for a repeat unless you place an order for it.

We may send you a reminder when a repeat becomes available. Reminders are provided for convenience. You remain responsible for managing your supply of medicine and for contacting your prescriber when your prescription is due to run out or expire.

Messages and notifications.

By using the portal, you agree to receive service messages about your account, prescriptions and orders by email, SMS and in the portal. These include pharmacist requests, order updates and repeat reminders. We will only send you marketing messages if you have agreed to receive them, and you can opt out at any time.

You should check your portal and messages regularly while you have an active prescription or order.

Orders and payment.

Prices are in Australian dollars and may change before you submit your order. The total payable, including GST where applicable, delivery charges and any payment surcharge, is shown at checkout before you submit. By submitting your order, you offer to purchase the items listed at that total. You must be authorised to use the payment method you provide.

Payment is taken when you submit your order. Payments are processed securely by our third-party payment gateway, and we do not store your full card details.

An automated receipt acknowledges that we received your order. Acceptance occurs when the Pharmacy confirms that it can proceed with supply. We will confirm acceptance by updating your order status in the portal and notifying you by email. Supply remains subject to applicable dispensing requirements and any payment required for the order.

If the Pharmacy cannot proceed with all or part of your order, we will notify you and refund any amount paid for the part that will not be supplied.

If we identify a pricing error before supply, we will seek your agreement before charging a corrected price. If you decline the corrected price, we will cancel the affected part of the order and refund any amount paid for it, subject to your rights under applicable law.

Delivery and collection.

We will use the fulfilment option and address or collection location confirmed for your order. You must provide accurate delivery details. Any delivery estimate is subject to availability, pharmacist review and carrier delays. You can follow your order’s progress in the portal, including tracking details when available.

Some medicines require a signature or proof of identity on delivery and will not be left unattended. If delivery cannot be completed, the carrier may return the order to the Pharmacy and we will contact you to arrange redelivery or collection.

Responsibility for an order passes to you when it is delivered to your nominated address or collected. Contact us if an order is late, missing or damaged in transit.

Collection is available after we notify you that the order is ready. We may require proof of identity or authority before releasing an order. If an order is not collected within a reasonable time after we notify you, we will contact you. If it remains uncollected, we may cancel the order and refund the amount paid. Where the supply can be reversed under applicable dispensing requirements, we will restore the repeat to your prescription. If it cannot be reversed, we will contact you about your options.

Changes and cancellations.

You may request a change or cancellation by contacting the Pharmacy. Whether we can accommodate the request depends on the order’s progress, including whether the medicine has been dispensed, dispatched or collected. This does not limit any cancellation right you have under applicable law.

We may cancel all or part of an order if payment cannot be confirmed, stock is unavailable, we cannot lawfully or safely supply the medicine, or we reasonably suspect fraud. We will notify you and refund any amount paid for the part we cancel.

Returns and refunds.

Once a medicine has been dispensed, it generally cannot be returned or re-dispensed. For this reason, we do not accept returns for change of mind. This does not affect your rights under the Australian Consumer Law.

Contact us if an order is missing, incomplete, damaged or incorrect, or if you believe an item is faulty. We may reasonably assess the issue before determining the remedy. Contact the Pharmacy before sending back any medicine so it can arrange a safe return where required.

If a refund is due, we will ordinarily return it to the original payment method unless another lawful method is agreed with you. Refund details are shown in Order History.

Product recalls.

If a medicine supplied to you is subject to a recall or safety notice, we will follow the applicable regulatory requirements and contact you using the details in your account. Please keep your contact details up to date.

Portal availability.

We aim to keep the portal available and accurate, but it may be unavailable at times for maintenance or because of events outside our control. Portal statuses and dates may not immediately reflect the Pharmacy’s records. If you need to confirm the status of a prescription or order, contact the Pharmacy.

You must not interfere with the portal’s operation or security, use automated tools to access or copy it, or attempt to access data you are not authorised to access.

Consumer rights and liability.

Your rights under the Australian Consumer Law apply. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

To the extent permitted by law, Enliven is not responsible for loss to the extent it was caused by your failure to take reasonable care of your sign-in details. This clause does not relieve Enliven of responsibility for its own acts or omissions or affect its obligations under applicable privacy law.

Privacy.

We collect personal and health information from you, your prescriber and other authorised persons to review prescriptions, supply orders and provide the portal. We may share it with your prescriber and with service providers who help us operate the portal, process payments, send messages and deliver orders. We keep a record of activity on your account and prescriptions for safety, security and legal compliance.

Our Privacy Policy explains how we handle personal and health information, including how to access or correct it and how to make a privacy complaint.

Complaints.

If you have a concern about the portal, an order or our service, contact the Pharmacy using the details below. We will acknowledge your complaint promptly, aim to resolve it as quickly as possible, and keep you informed if it will take longer.

If you are not satisfied with our response, you may contact NSW Fair Trading. Concerns about a health service or a pharmacist’s professional conduct may be raised with the Health Care Complaints Commission.

Changes to these terms.

We may update these terms for future use and orders by publishing a revised version with a new effective date. If we make a material change, we will also notify account holders by email. The version applicable when you placed an order continues to apply to that order.

Governing law.

These terms are governed by the laws of New South Wales, Australia.

Contact.

Opening hours

  • Monday to Thursday: 8:30 am – 7:00 pm
  • Friday: 8:30 am – 6:30 pm
  • Saturday: 8:30 am – 5:30 pm
  • Sunday: 9:00 am – 1:00 pm