Terms & Conditions

Disclaimers — summary

These Terms govern your access to and use of the Greenhouse Dispensary platform (the Platform) and the services offered through it (the Services). Before you create an account or engage a practitioner, please read this summary, and then the full Terms below.

• Greenhouse Dispensary (Greenhouse, we, us, our) is a medicinal cannabis telehealth clinic that connects patients with independent AHPRA-registered medical practitioners and a TGA-licensed dispensary partner. Greenhouse Dispensary Pty Ltd (ACN 697 200 534) operates the Platform and coordinates the service; it does not itself provide medical advice or dispense medicines.
• All clinical decisions — assessment, diagnosis, prescribing, and ongoing review — are made independently by Australian Health Practitioner Regulation Agency (AHPRA)-registered medical practitioners who consult through the Platform.
• The Platform is intended for use by adults aged 18 years and over who are ordinarily resident in Australia.
• Greenhouse is not an emergency service. If you are experiencing a medical emergency, call 000 immediately or attend your nearest hospital emergency department.
• Prescription medicinal cannabis products are supplied by our TGA-licensed dispensary partner pursuant to a valid prescription issued by an independent AHPRA-registered medical practitioner under the TGA Special Access Scheme (Category B) or Authorised Prescriber pathway. Most are Schedule 8 controlled drugs and are supplied only for the named patient.
• Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Nature of the Services

Greenhouse provides a digital platform through which patients may:

• create a health profile and submit clinically relevant information;
• request a consultation with an independent AHPRA-registered medical practitioner;
• order pathology and diagnostic tests where clinically indicated;
• receive ongoing patient support and clinical coordination; and
• receive prescription and non-prescription products prepared and dispatched by the Dispensary Partner, where a valid prescription has been issued by a Practitioner.

Emergency and appropriateness of use

The Platform is not designed for, and must not be used for, medical emergencies, acute deterioration, suicidal ideation, obstetric emergencies, paediatric care, cancer care, or any condition requiring in-person clinical examination or imaging. If you are experiencing a medical emergency, call 000 immediately. If you are in distress, contact Lifeline on 13 11 14.

Role of Greenhouse and of medical practitioners

Greenhouse is the technology platform and service coordinator that connects patients with independent AHPRA-registered medical practitioners and an independent Dispensary Partner. The practitioners you consult with through the Platform are independent AHPRA-registered medical practitioners. They exercise their own clinical judgement in accordance with their professional, legal and ethical obligations, including those of AHPRA and the Medical Board of Australia. Greenhouse does not direct, influence or override their clinical decisions. The Dispensary Partner independently prepares and dispenses all prescription medicinal cannabis products.

Our disclosures

• Privacy — your personal and sensitive information is handled in accordance with our Privacy Policy.
• Your ACL rights — goods and services arranged through the Platform come with guarantees that cannot be excluded under Australian Consumer Law. Goods are supplied by the Dispensary Partner; clinical services are provided by independent Practitioners.
• Fees, refunds and cancellations — summary here; full detail in our Refunds, Returns & Cancellations Policy (Schedule A).
• Your rights and responsibilities — you have rights as a patient, and responsibilities that help us care for you safely, set out in our Patient Rights & Responsibilities Charter.

1.1 In these Terms:

• ACL means the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
• AHPRA means the Australian Health Practitioner Regulation Agency.
• Account means a patient account created on the Platform.
• Fees means any fees payable by you for access to the Platform, consultation coordination, diagnostic testing coordination, product costs (collected by Greenhouse on behalf of the Dispensary Partner) or care plans, as disclosed at point of purchase.
• Greenhouse, we, us, our means Greenhouse Dispensary (trading name), operating as Greenhouse Dispensary Pty Ltd (ACN 697 200 534).
• Patient, you, your means the adult individual who holds an Account or engages the Services.
• Care Plan means an agreed course of ongoing care within a Greenhouse clinical program (Chronic Pain; Sleep Disorders; Anxiety & PTSD). Greenhouse does not operate lock-in contracts; ongoing care may be discontinued at any time.
• Dispensary Partner means the independent TGA-licensed pharmacy that dispenses prescription medicinal cannabis products to patients pursuant to a valid prescription.
• Platform means the Greenhouse website, patient portal, mobile applications and associated services.
• Practitioner means an independent AHPRA-registered medical practitioner who consults with patients through the Platform.
• Privacy Policy means the Greenhouse Privacy Policy, as amended from time to time.
• Services means the services made available through the Platform, including patient onboarding, intake, consultation coordination, diagnostics coordination, patient support, and fulfilment coordination between you, Practitioners and the Dispensary Partner.
• TGA means the Therapeutic Goods Administration.

1.2 Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa. A reference to a statute is a reference to that statute as amended or replaced.

2.1 Parties. These Terms form a binding agreement between you and Greenhouse.

2.2 Platform. Your use of the Platform is governed by these Terms, the Privacy Policy, the Shipping & Delivery Policy, and the Refunds, Returns & Cancellations Policy, each of which is incorporated by reference.

2.3 Acceptance triggers. You are deemed to have accepted these Terms when you create an Account, submit an intake questionnaire, pay a Fee, accept a prescription, receive a product, or otherwise use the Services.

2.4 Amendments. We may amend these Terms from time to time. Material changes will be notified by email or by a prominent notice on the Platform at least 14 days before they take effect. If you do not agree with a material change, you may close your Account before the change takes effect; continued use of the Platform after the effective date constitutes acceptance of the amended Terms.

2.5 App store terms. If you access the Platform through an Apple or Google application, you also agree to the applicable app store terms. Those terms are between you and the app store operator; Greenhouse is not a party to them.

2.6 Eligibility. You must be at least 18 years of age and ordinarily resident in Australia to use the Services. By accepting these Terms you warrant that you meet both requirements.

3.1 Creation. You must provide accurate, current and complete information when creating an Account, and keep that information up to date.

3.2 Security. You are responsible for maintaining the confidentiality of your Account credentials and for all activity that occurs under your Account. Notify us immediately of any unauthorised access.

3.3 Monitoring. We may monitor use of the Platform for security, compliance, clinical safety and service-quality purposes.

3.4 Suspension. We may suspend or close your Account where we reasonably believe it has been used in breach of these Terms, to provide false information, to harass staff or Practitioners, or in a manner that presents a clinical safety risk.

4.1 Independent practitioners. Practitioners are independent AHPRA-registered medical practitioners. Greenhouse facilitates the consultation; the Practitioner exercises independent clinical judgement.

4.2 Greenhouse's role. Greenhouse is a technology platform that connects patients with Practitioners and coordinates the clinical and administrative workflow. Greenhouse does not diagnose, prescribe, make clinical recommendations, dispense medications or operate a pharmacy. Clinical services are provided by the Practitioner; products are prepared and dispensed by the Dispensary Partner.

4.2A Tripartite relationship. When you use the Platform, you enter into separate relationships with three independent parties: (a) Greenhouse, which provides the technology platform and coordination services; (b) the Practitioner, who provides clinical assessment, diagnosis and prescribing services as an independent medical practitioner; and (c) the Dispensary Partner, which dispenses and dispatches prescription products as an independent pharmacy. Greenhouse is not a party to the clinical relationship between you and the Practitioner, and is not a party to the supply relationship between you and the Dispensary Partner. Greenhouse's liability is limited to the platform and coordination services it provides directly.

4.3 Clinical discretion. A Practitioner may decline to provide a consultation, issue a prescription, or continue treatment where, in their clinical judgement, it is not appropriate. No product or program is guaranteed.

4.4 No outcome guarantee. Clinical outcomes depend on factors outside our control, including your individual health status, adherence, concurrent medications, lifestyle and physiology. We do not guarantee any specific therapeutic outcome.

4.5 Reliance on information you provide. Practitioners rely on the information you supply. You must disclose all relevant health information — including current medications, allergies, medical conditions and pregnancy status. Failure to do so may place you at risk and may invalidate your eligibility for treatment.

5.1 Third-party labs. Pathology and diagnostic tests are performed by accredited third-party providers. Their terms, privacy notices and clinical guarantees apply.

5.2 Ordering. Tests are ordered by the Practitioner where clinically indicated. Tests ordered at your request but without clinical indication may not be eligible for rebate.

5.3 Interpretation. Diagnostic results are interpreted by the Practitioner in clinical context. Greenhouse does not interpret results.

5.4 No guarantee of outcome. Diagnostic testing is a clinical tool and does not guarantee a particular clinical finding, treatment plan, or eligibility for a program.

6.1 Prescribing decisions. A prescription is issued only where the Practitioner has determined that the medication is clinically appropriate for you, and complies with TGA, AHPRA and Medical Board of Australia requirements.

6.2 TGA and AHPRA advertising compliance. Greenhouse does not advertise, promote, or supply to the public any prescription-only (Schedule 4) medicine, controlled (Schedule 8) medicine, or prescribed substance, and does not publish therapeutic claims about — or the names of — such substances in any public-facing material. This reflects the prohibitions on advertising prescription-only therapeutic goods to consumers under the Therapeutic Goods Act 1989 (Cth) (including section 42DLB) and the Therapeutic Goods (Therapeutic Goods Advertising Code) Instrument 2021. Any reference to a specific prescription product is made solely to an individual patient, and only after a Practitioner has assessed that patient and determined that the product is clinically appropriate for them.

6.3 Dispensary Partner. Prescription medicinal cannabis products are prepared, dispensed and dispatched by our Dispensary Partner — an independent pharmacy operating under the supervision of an Australian-registered pharmacist. Greenhouse facilitates the connection between the Practitioner and the Dispensary Partner but does not dispense, supply or dispatch medications.

6.4 Access pathway. Medicinal cannabis products are unapproved therapeutic goods and are supplied lawfully only through the TGA Special Access Scheme (Category B) or the Authorised Prescriber scheme, on a valid prescription for the named patient. The Dispensary Partner holds the licences and approvals required to dispense and dispatch Schedule 8 medicines.

6.5 Unapproved products. Most medicinal cannabis products are not entered on the Australian Register of Therapeutic Goods (ARTG). They have not been evaluated by the TGA for quality, safety or efficacy in the same way as registered medicines, and are supplied only where a Practitioner determines their use is clinically appropriate and lawful under an access pathway.

6.6 Pharmacist counselling. Before a prescription medicinal cannabis product is dispensed to you for the first time, a pharmacist from the Dispensary Partner will contact you to provide counselling on the safe and appropriate use of your medicine. Completing this counselling is a condition of dispensing, and your order will not be dispatched until it has taken place. If we are unable to reach you within a reasonable period, your order may be delayed or the payment for the product refunded.

7.1 Consultation fees. Fees for consultations are displayed before booking. Consultation Fees are payable in advance and are non-refundable once the consultation has commenced, except as required by the ACL.

7.2 Care Plan billing. Care Plans are billed on a recurring basis as disclosed at the time of enrolment.

7.3 Failed payments. If a payment fails, we may pause access to Services and attempt to collect the outstanding amount. You are responsible for keeping your payment details current.

7.4 Price changes. We may vary Fees from time to time. Changes to Care Plan Fees will be notified at least 14 days before the next billing cycle.

7.5 GST. Unless stated otherwise, Fees are inclusive of GST.

8.1 Ongoing billing. Care Plans are billed at the interval disclosed on the Platform (monthly, quarterly or annually, depending on program).

8.2 Cancellation. You may cancel your Care Plan at any time through the patient portal or by contacting patient support. Cancellation takes effect at the end of the current billing period. No pro-rata refund is provided for the unused portion, except as required by the ACL or the Refunds Policy.

8.3 Pause. Care Plans may be paused for a defined period at Greenhouse's discretion, where clinically appropriate.

8.4 Auto-renewal. Care Plans renew automatically at the end of each billing period unless cancelled. We will send a reminder email before the next billing cycle where required by applicable consumer law and ASIC ongoing care guidance.

9.1 Prescription-only access. Prescription and medicinal cannabis products are supplied by the Dispensary Partner only to patients for whom a valid prescription has been issued by a Practitioner. Greenhouse coordinates the order and fulfilment workflow but does not supply or dispense any medication.

9.2 Storage requirements. Store medicinal cannabis products strictly in accordance with the product label — generally below 25 °C, away from heat, light and moisture, and out of reach of children and others. As Schedule 8 controlled drugs, products must be stored securely, used only by the named patient, and never shared or on-supplied (which is unlawful).

9.3 Expiry and post-delivery responsibility. Once a product has been delivered, expiry, storage integrity and responsible use become the recipient's responsibility.

9.4 Driving and impairment. Medicinal cannabis products that contain THC can cause impairment. It is a criminal offence in every Australian State and Territory to drive, or attempt to drive, with THC present in your system — regardless of whether you feel impaired, and regardless of holding a valid prescription. You must not drive or operate machinery while a THC-containing product is in your system, and you are responsible for understanding and complying with the road-transport and workplace laws that apply to you.

9.5 Secure storage and no supply to others. Prescription medicinal cannabis products are Schedule 8 controlled drugs, prescribed for you alone. You must store them securely and out of reach of children and other people, and you must never give, sell, share or otherwise supply them to any other person. Supplying a Schedule 8 medicine to another person is a criminal offence.

10.1 Greenhouse-owned content. All content on the Platform — including text, graphics, logos, software, clinical frameworks and program structures — is owned by or licensed to Greenhouse.

10.2 Trade marks. "Greenhouse", "Greenhouse Dispensary" and related marks are trade marks of Greenhouse. You must not use them without written consent.

10.3 Limited licence. We grant you a limited, non-exclusive, non-transferable licence to access and use the Platform for your personal, non-commercial use as a patient.

11.1 Comments, reviews and feedback. From time to time you may submit comments, feedback, reviews or other content to Greenhouse. You grant Greenhouse a non-exclusive, royalty-free licence to use, reproduce, store and adapt that content solely for the limited purposes of operating, administering, securing and improving the Platform and the Services and responding to your enquiries. Where the content is clinically sensitive, Greenhouse will use it only internally and in de-identified form. This licence continues only for so long as is reasonably necessary for those limited purposes.

11.1A No use of testimonials in advertising. Greenhouse will not use testimonials, patient stories, reviews, success stories, or similar statements in any advertising or promotion of a regulated health service. This restriction gives effect to section 133(1)(c) of the Health Practitioner Regulation National Law, which prohibits the use of testimonials in advertising a regulated health service, and to the AHPRA Guidelines for advertising a regulated health service. Nothing in clause 11.1 authorises any use of patient content that would contravene that prohibition.

11.2 Warranties. You warrant that your content does not infringe any third-party rights, is not misleading, and does not identify another person without their consent.

12.1 As-is. The Platform may integrate with, or link to, third-party tools (including pathology providers, payment processors, and analytics services). These are provided on an "as-is" basis.

12.2 No endorsement. Links to third-party sites do not constitute endorsement. We are not responsible for third-party content, policies or practices.

13.1 You must not:

• provide false, misleading or incomplete information to Greenhouse or a Practitioner;
• use the Services on behalf of a person under 18;
• harass, threaten, abuse or demean Greenhouse staff, Practitioners, or Dispensary Partner personnel;
• attempt to obtain prescriptions through deception, duplicate accounts, or misuse of Services;
• on-sell, share, or redistribute prescription or medicinal cannabis products; or
• access the Platform by automated means other than those we publish.

13.2 Harassment. Where a patient harasses, threatens or abuses Greenhouse staff, Practitioners or Dispensary Partner personnel, we reserve the right to coordinate the cancellation of pending and future orders, terminate the Account, withhold refunds to the extent permitted by law, and pursue legal action including injunctive relief.

14.1 ACL preserved. Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the ACL, including the consumer guarantees.

14.1A Scope of Greenhouse's liability. Greenhouse provides platform and coordination services. Goods (including prescription medicinal cannabis products) are supplied by the Dispensary Partner, and clinical services are provided by independent Practitioners. Your consumer guarantee rights in respect of goods apply against the Dispensary Partner as supplier. Your consumer guarantee rights in respect of clinical services apply against the Practitioner. Greenhouse's liability under these Terms relates to the platform and coordination services it provides directly.

14.2 Exclusion of implied terms. To the maximum extent permitted by law, and subject always to clause 14.1, Greenhouse excludes all conditions, warranties, guarantees, representations and other terms that would otherwise be implied or imposed by statute, the general law or custom, save for those that cannot lawfully be excluded.

14.3 Cap on liability. To the maximum extent permitted by law, our total liability arising out of or in connection with these Terms or the Services is limited, at our option, to: the re-supply of the Services; or payment of the cost of re-supply. This limitation does not apply to liability that cannot be limited under the ACL — including liability under the consumer guarantees for goods or services of a kind ordinarily acquired for personal, domestic or household use or consumption. Where the ACL prevents us from relying on this cap, our liability is as provided by the ACL and at law.

14.4 Indirect loss. To the maximum extent permitted by law, we are not liable for indirect, consequential, incidental, special or punitive loss, including loss of profit, loss of opportunity or loss of data. This exclusion does not apply to the extent that such liability cannot be excluded under the ACL, including where the goods or services are of a kind ordinarily acquired for personal, domestic or household use or consumption.

14.5 Fair terms. These Terms are intended to operate consistently with the unfair contract terms provisions of the ACL. To the extent a term would otherwise be unfair within the meaning of those provisions, it is to be read down to the extent necessary to avoid that result, or otherwise severed in accordance with clause 19.2, without affecting the remaining Terms.

15.1 To the maximum extent permitted by law, you indemnify Greenhouse against any loss, damage, cost or liability arising directly from: (a) your deliberate or reckless breach of these Terms; (b) your knowing provision of false or misleading information to Greenhouse or a Practitioner; (c) your deliberate misuse of prescription or medicinal cannabis products (including on-selling, sharing or redistributing them); or (d) your infringement of a third party's intellectual property rights — in each case except to the extent caused or contributed to by Greenhouse's negligence. This indemnity does not limit your rights under the ACL.

16.1 Your privacy is addressed in the Greenhouse Privacy Policy, which forms part of these Terms. By using the Services you consent to the handling of your personal and sensitive information in accordance with that policy.

17.1 By you. You may close your Account at any time through the patient portal or by contacting patient support.

17.2 By us. We may suspend or terminate your access to the Services immediately where you materially breach these Terms, where your continued use poses a clinical safety risk, or where required by law or regulator direction.

17.3 Survival. Clauses that by their nature should survive termination — including intellectual property, indemnity, limitation of liability, privacy and governing law — survive termination.

18.1 Notice and negotiation. If you have a complaint, contact Greenhouse patient support in the first instance. We will acknowledge receipt within 5 business days and aim to resolve most complaints within 30 days.

18.2 Governing law. These Terms are governed by the laws of the State of Victoria and the Commonwealth of Australia.

18.3 Jurisdiction. The parties submit to the non-exclusive jurisdiction of the courts of Victoria.

19.1 Entire agreement. These Terms, together with the Privacy Policy, Shipping & Delivery Policy, and Refunds, Returns & Cancellations Policy, constitute the entire agreement between you and Greenhouse.

19.2 Severability. If any provision is held invalid or unenforceable, it is severed to the minimum extent necessary and the remaining provisions continue in force.

19.3 Assignment. You may not assign your rights under these Terms. Greenhouse may assign or novate its rights to a related body corporate or to a successor in business.

19.4 Waiver. A failure or delay in enforcing a right is not a waiver of that right.

19.5 Notices. Notices to you may be given by email to the address on your Account. Notices to Greenhouse must be sent to the contact address below.

Greenhouse Dispensary

• Email: info@greenhousedispensary.au
• Support hours: Monday–Friday, 9am–5pm AEDT/AEST
• Registered office: 2/207–211 Buckley St, Essendon VIC 3040

This Schedule forms part of, and is to be read with, the Greenhouse Dispensary Terms & Conditions above. Capitalised terms have the meaning given in those Terms.

Overview

This policy explains when and how you can request a refund, return or cancellation for Services and products supplied through Greenhouse Dispensary (Greenhouse). It is to be read in conjunction with the Terms & Conditions, Privacy Policy, and Shipping & Delivery Policy.

Your rights under the Australian Consumer Law (ACL) are preserved. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the ACL. Goods are supplied by the Dispensary Partner and clinical services are provided by independent Practitioners; your consumer guarantee rights in respect of those goods and services apply against the relevant supplier. Greenhouse's liability relates to the platform and coordination services it provides directly.

1 General principles

• Fees charged by Greenhouse fund the platform, clinical coordination, patient support and third-party costs involved in connecting you with Practitioners and the Dispensary Partner. Dispensing and storage logistics are performed by the Dispensary Partner. Many of these costs are incurred before your product is dispatched. Accordingly, refunds are limited to the specific circumstances set out below.
• Where a Practitioner determines that a prescription, product or program is not clinically appropriate, fees already incurred for consultation, review and diagnostics are not refundable — because those services have been provided.
• Where Greenhouse, the Practitioner or the Dispensary Partner cannot fulfil an order, or where goods or services are not provided with due care and skill, your ACL rights apply in full.

2 Medical consultations

2.1 Missed or cancelled consultations

• Cancellations with at least 24 hours' notice — your consultation may be rescheduled at no charge.
• Cancellations with less than 24 hours' notice, or non-attendance ("no-show") — the consultation fee is forfeited. A Practitioner's time cannot be recovered at short notice. We may waive this forfeiture at our discretion where the cancellation was due to a medical emergency or circumstances genuinely beyond your control.

2.2 Clinical ineligibility. Where a Practitioner determines, after reviewing your intake or consultation, that you are not clinically suitable for a program, prescription or product: the consultation fee is not refundable — the Service has been provided; diagnostic and pathology fees already incurred are not refundable; any care plan fee paid upfront will be handled under section 6. This protects the clinical independence of the Practitioner: they must be free to decline to prescribe where it is not in your clinical interest.

3 Diagnostics and pathology

Pathology and diagnostic tests are non-refundable once ordered or completed, because the third-party laboratory has already been engaged and the cost incurred. If a test is ordered but not yet performed, please contact patient support as soon as possible.

4 Prescriptions and treatment eligibility

• Where a Practitioner determines that a prescription is not clinically appropriate, the prescribing-review fee is not refundable.
• If you decline the prescription offered, or do not proceed with the recommended treatment, no refund is provided for the consultation or review Services already delivered.

5 Prescription medicinal cannabis products

Under Australian health regulations, once a prescription medicinal cannabis medication has been dispensed by the Dispensary Partner and dispatched, it is no longer in saleable condition and cannot be re-dispensed to another patient. Accordingly: the Dispensary Partner does not accept returns of prescription medicinal cannabis medications; refunds or exchanges for prescription medicinal cannabis medications are not available after dispatch, except where: the product is defective or not of acceptable quality (your ACL rights apply — see section 12); the Dispensary Partner cannot fulfil the prescription (see section 7); or the product has been damaged in transit through fault attributable to Greenhouse or the courier (see section 11).

6 Care Plans & Ongoing Care

6.1 General rule. Care Plans are non-refundable once the billing period has commenced, except as required by the ACL or as set out below.

6.2 Cancellation before medical testing or consultation. If you cancel your Care Plan before your first consultation has taken place and before any pathology testing has been ordered, you may request a refund of the unused Care Plan fee. We will refund the fee less a reasonable administration charge representing onboarding work already performed, unless the ACL provides a more favourable remedy.

6.3 Cancellation after medical testing or consultation. Once your first consultation has taken place, or pathology testing has been ordered on your behalf: there is no early-termination refund for the remaining Care Plan term; you may cancel auto-renewal at any time; cancellation takes effect from the end of the current billing period; you retain access to the Platform and clinical Services until the end of the paid period.

7 Dispensary Partner fulfilment issues

Where the Dispensary Partner is unable to fulfil a valid prescription — due to ingredient shortage, regulatory change, or an operational issue — Greenhouse will coordinate one of the following remedies, at your election: a full refund of the product cost; or a credit note for use on services arranged through the Platform, valid for 180 days. Consultation and prescribing fees are not refundable where the Service has been provided, unless the ACL provides otherwise.

8 Product or pricing errors

Despite best efforts, errors in product descriptions or pricing may occur on the Platform. Where an error occurs and you have placed an order: Greenhouse may correct the error and honour the corrected price, coordinate a refund of the difference, or — with your agreement — cancel the order and arrange a refund or credit; your rights under the ACL are preserved in all cases.

9 Orders not completed or abandoned

Where an order cannot progress because we cannot reach you to complete clinical review, confirm delivery details, or resolve payment: patient support will make three contact attempts (a combination of email, SMS and phone call) over a reasonable period; if we do not receive a response within 14 days of the first contact attempt, the order will be cancelled; where the order is cancelled under this section and you have already paid, you will receive a credit note equal to 100% of the order value (less any irrecoverable third-party charges, such as pathology tests already performed), valid for 180 days from issue and redeemable against services arranged through the Platform.

10 Shipping, delivery and damaged goods

Delivery issues are handled primarily under the Shipping & Delivery Policy. Report lost, damaged or incorrect orders to Greenhouse patient support within 48 hours of the expected or actual delivery, with your order number, photographs and a description of the issue. Where investigation confirms a fault attributable to the Dispensary Partner or the courier, the relevant party will — subject to your ACL rights — re-dispatch the order, issue a credit, or provide a refund. Greenhouse coordinates this process on your behalf.

11 Uncollected or improperly stored products

Risk passes to you on delivery (see the Shipping & Delivery Policy). Temperature-sensitive products that have been: uncollected from a parcel depot for more than 48 hours; left at ambient temperature for more than 2 hours after delivery; frozen, exposed to direct sunlight, or stored contrary to label instructions, may be assessed as temperature-compromised in consultation with the Dispensary Partner and, if necessary, destroyed on safety grounds. We are unable to replace or refund product compromised in this way, unless the product was defective or not of acceptable quality at the point of delivery (in which case your ACL rights apply regardless of subsequent storage).

12 Consumer Law rights

Goods and services arranged through the Platform come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to: a replacement or refund for a major failure in goods supplied by the Dispensary Partner, and to compensation for any other reasonably foreseeable loss or damage; have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure; and have services re-supplied, or a refund of the cost of re-supply, where services are not rendered with due care and skill. Your consumer guarantee rights apply against the party that supplied the relevant goods or services — the Dispensary Partner for products, the Practitioner for clinical services, and Greenhouse for platform and coordination services. Greenhouse will coordinate resolution on your behalf but this does not affect the allocation of legal responsibility. Nothing in this policy limits these rights.

13 Harassment and abuse

Greenhouse has zero tolerance for harassment, threats or abuse directed at Greenhouse staff, Practitioners or Dispensary Partner personnel. Where this occurs: we may refuse to provide further platform and coordination Services; we may coordinate the cancellation of any pending orders with the Dispensary Partner; we may terminate your Care Plan and Account; any refund in those circumstances will be limited to amounts required to be refunded under the ACL; and we reserve the right to pursue legal action, including injunctive relief, where staff safety is at risk.

14 How to request a refund or cancellation

1. Contact patient support by email to info@greenhousedispensary.au. Include your full name, Account email, order number, date of the transaction, and a clear description of the issue. Attach any supporting photographs or documents.
2. Acknowledgement — we will acknowledge your request within 5 business days.
3. Response — we will respond substantively within 30 days. Complex matters involving pathology, the Dispensary Partner or the courier may take longer; we will keep you updated.
4. Outcome — approved refunds are processed to the original payment method. Credit notes are issued to your Account. Processing time to your card or account depends on your bank, typically 3–10 business days.

15 Contact

• Email: info@greenhousedispensary.au
• Support hours: Monday–Friday, 9am–5pm AEDT/AEST

This Schedule forms part of, and is to be read with, the Greenhouse Dispensary Terms & Conditions above. Capitalised terms have the meaning given in those Terms.

Overview

Greenhouse Dispensary (Greenhouse) coordinates the dispatch and delivery of products on behalf of patients. All prescription medicinal cannabis products are prepared, packed and dispatched by our independent Dispensary Partner. Greenhouse does not hold pharmaceutical stock, dispense medications or operate a warehouse. Shipping is within Australia only; international shipping is not available. For prescription products, a physical street address is required (not PO boxes, parcel lockers or unattended rural mailboxes) so medicines can be stored correctly on receipt.

The Platform is intended for use by adults aged 18 years and over who are ordinarily resident in Australia.

Dispatch origin

Orders are dispatched by the Dispensary Partner. Where an order contains both non-prescription products and prescription medicinal cannabis products, your order may arrive in separate shipments. In that case each shipment has its own tracking number.

Shipping methods and rates

Rates are inclusive of GST. We may vary rates from time to time; the rate applied to your order is the rate displayed at checkout.

Dispatch timeframes

• Non-prescription products — dispatched within 1–3 business days of order confirmation and payment.
• Prescription and medicinal cannabis products — dispatched by the Dispensary Partner within 7–14 business days after (a) completion of your consultation, (b) issue of a valid prescription by an independent AHPRA-registered medical practitioner, and (c) dispensing and quality release by the Dispensary Partner.

These are dispatch timeframes only, and are to be distinguished from delivery timeframes. Transit time is additional, and depends upon the delivery address and the courier's network.

Consultation-gated dispatch. Prescription orders do not progress to dispatch until the Practitioner has completed their review and issued a valid prescription, and until the Dispensary Partner's pharmacist has completed the first-dispense counselling call. Because the product is a Schedule 8 controlled drug, it is then delivered only to the named patient on signature and valid photo identification.

Tracking

A tracking number is emailed to you when your order is dispatched. Status updates are provided by the courier. Please allow 24 hours for the tracking link to become active after dispatch.

Delivery — signature and ID required

Because medicinal cannabis is a Schedule 8 controlled drug, prescription products are delivered only to the named patient (or an authorised adult representative) on signature and valid photo identification. Authority to Leave (ATL) and unattended safe-drop are not available for prescription products. If no one is available to accept and verify the delivery, the parcel will not be left; a re-delivery or collection will be arranged, and a failed-delivery fee may apply.

PO box restriction

We cannot deliver prescription or medicinal cannabis products to PO boxes or parcel lockers. A physical residential or business street address is required.

Business address format

For business-address deliveries, please enter the address in this order so our couriers can locate the recipient:

1. Business name
2. Recipient name
3. Street address, suburb, state and postcode

Storage responsibility on receipt

Medicinal cannabis products should be stored in accordance with the product label — generally below 25 °C, away from heat, light and moisture. As Schedule 8 controlled drugs they must be kept secure and out of reach of children and others. You are responsible for: collecting your parcel promptly from the delivery location; storing the product securely and in accordance with its label as soon as it is received; and keeping the product in its original packaging and dispensing label. Failure to store the product in accordance with its label may affect product quality and may void replacement for storage-damaged product, provided the product was in acceptable condition on delivery.

Rural and remote delivery

Delivery to remote areas of Western Australia, the Northern Territory, rural Tasmania and other remote postcodes may take longer. Some products may be unavailable for delivery to certain areas.

Risk on delivery

Title to goods passes on payment to the Dispensary Partner. Risk of loss or damage passes to you on delivery to the address you have nominated (on hand-over to you or your authorised representative after identification). This clause does not limit any rights you may have under the Australian Consumer Law where goods are damaged before delivery, lost in transit, or not delivered in accordance with this policy.

Lost, damaged or incorrect orders

If your parcel does not arrive, arrives damaged, or contains the wrong item, contact Greenhouse patient support within 48 hours of the expected delivery date or actual delivery, with: your order number; clear photographs of the parcel, packaging and product (for damage or incorrect-item claims); and a brief description of the issue. Reports made outside the 48-hour window may still be investigated at our discretion and do not affect your rights under the Australian Consumer Law.

Greenhouse's role and the courier's role

Greenhouse coordinates resolution between you, the courier and the Dispensary Partner. Courier transit claims are investigated by the courier under its own service terms. The Dispensary Partner insures goods in transit and Greenhouse will facilitate claims on your behalf. Where investigation confirms that a parcel has been lost in transit, or delivered damaged in a way that compromises clinical integrity, the Dispensary Partner will (subject to your rights under the Australian Consumer Law) re-dispatch the order, issue a credit, or provide a refund. Greenhouse coordinates this process but the supply obligation rests with the Dispensary Partner.

Storage and handling after delivery

Once a temperature-sensitive product has been delivered: store the product securely and per its label immediately on receipt; do not freeze; keep out of direct sunlight; use within the expiry period stated on the label; and follow any additional storage instructions issued by the Dispensary Partner. Products that have been mis-stored, frozen, left at ambient temperature for extended periods, or handled contrary to label instructions are no longer safe to use and will not be replaced, unless the product was defective or not of acceptable quality at the point of delivery.

Australian Consumer Law

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law, including the consumer guarantees relating to acceptable quality, fitness for purpose, and due care and skill. Goods are supplied by the Dispensary Partner; your consumer guarantee rights in respect of those goods apply against the Dispensary Partner as supplier. Greenhouse coordinates dispatch and delivery on your behalf and will facilitate any claims process.

Contact

• Email: info@greenhousedispensary.au
• Support hours: Monday–Friday, 9am–5pm AEDT/AEST