The agreement between you and Pharmacy HQ when you use our service.
Important: By creating an account or using Pharmacy HQ, you agree to these Terms of Service. Please read them carefully. If you do not agree, do not use the service.
For the authoritative list of third-party sub-processors involved in delivering the service, see pharmacyhq.com.au/sub-processors.
These Terms of Service ("Terms") form a legally binding agreement between:
By accessing or using the Pharmacy HQ platform at pharmacyhq.com.au or any white-label subdomain, you confirm that:
Pharmacy HQ is a cloud-based staff operations dashboard for Australian pharmacies. The service includes:
We reserve the right to modify, add to, or remove features at any time. We will provide at least 14 days' notice by email before removing any material feature that you are actively using.
Pharmacy HQ is not a clinical management system, dispensing software, patient records system, or regulated health IT product. It is an operational tool for managing pharmacy staff workflows.
One account corresponds to one pharmacy location. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
Staff members at your pharmacy access the platform using the shared account under your supervision. You are responsible for ensuring your staff use the platform in accordance with these Terms.
You must notify us immediately at support@pharmacyhq.com.au if you believe your account has been compromised. We will not be liable for any loss resulting from unauthorised use of your account where you have failed to take reasonable steps to secure it.
Each subscription covers a single pharmacy location. Multi-site pharmacies require a separate subscription per location unless a multi-site arrangement is agreed in writing.
New accounts receive a 21-day free trial with access to all features. No credit card is required during the trial. At the end of the trial, access to paid features will be suspended until a plan is selected.
| Plan | Staff limit | Monthly | Annual (effective monthly) |
|---|---|---|---|
| Essentials | Up to 7 staff | $45 AUD | $37 AUD |
| Operations (most chosen) | Up to 15 staff | $95 AUD | $79 AUD |
| Insights | Up to 25 staff | $135 AUD | $112 AUD |
| Multi-pharmacy | Up to 15 staff per location | $79 AUD/store + $49 group dashboard add-on (annual) | — |
All prices are in Australian dollars (AUD) and inclusive of GST where applicable. Patient operations (Webster, deliveries, special orders, SMS, leave) are included from the Operations tier and above. Insights and Workforce features are available from the Insights tier and above.
The first 50 pharmacies to claim a slot in the Founding 50 program are entitled to: (a) Operations tier billed at $50/month inclusive of GST on annual billing, locked for 24 months from the date of first annual activation; (b) a permanent "Founding Pharmacy" badge displayed within the application.
Switching to monthly billing during the 24-month period pauses the rate-lock for that period; switching back to annual within the 24 months resumes it for the remaining period. The Founding 50 program may close to new pharmacies at any time, but the rate-lock for pharmacies already enrolled is non-revocable for the 24-month period except where termination occurs under Section 12.
Prices may change with 30 days' written notice, except where a fixed rate-lock applies (e.g. Founding 50).
Subscriptions are billed monthly in advance, automatically charged to your nominated payment method via Stripe. By providing a payment method, you authorise us to charge all fees when due.
If a payment fails, Stripe will retry the charge automatically. We will notify you by email. If payment is not resolved within 14 days of the failed payment, your account may be suspended. Data is retained for a further 90 days to allow you to reactivate.
You may cancel your subscription at any time via the Manage Plan option in the application, which opens the Stripe Customer Portal. Cancellation takes effect at the end of your current billing period. No refunds are issued for partial months.
You can upgrade or downgrade your plan at any time via the Stripe Customer Portal. Upgrades take effect immediately on a prorated basis. Downgrades take effect at the next billing cycle.
Staff limits: If your active staff count exceeds your plan's limit, the application will prompt you to upgrade. You remain responsible for complying with the staff limit appropriate to your plan.
You agree to use Pharmacy HQ only for lawful pharmacy operations management purposes. You must not:
We may suspend or terminate your account if we reasonably believe you have breached these acceptable use provisions.
You retain full ownership of all data you enter into Pharmacy HQ, including staff records, operational notes, reconciliation data, and any other content ("Your Data"). We do not claim any ownership over Your Data.
You grant us a limited, non-exclusive licence to store, process, and transmit Your Data solely to the extent necessary to provide the service to you.
You can export your operational data at any time while your account is active. Following cancellation, your data remains accessible for 90 days, after which it is permanently deleted.
You are responsible for ensuring that any data you enter into the platform complies with applicable laws, including the Privacy Act 1988 (Cth), the My Health Records Act 2012 (where it applies to your operations), and any state-based health records legislation. We act as a data processor on your instructions; you remain the data controller for all patient information.
This split has practical implications: if a patient requests access to or deletion of their personal information held in your Pharmacy HQ account, that request is directed to you (the pharmacy), not to us. We will support you in fulfilling such requests — see the Privacy Policy for the data-export and deletion tools available within the application — but the decision and the patient communication remain your responsibility.
If a Notifiable Data Breach occurs that affects information held in your Pharmacy HQ account, we will notify you promptly. Depending on the circumstances, you may have an obligation under the Privacy Act to notify the affected patients and the Office of the Australian Information Commissioner — that obligation rests with you as the data controller.
All software, design, branding, documentation, and other content that forms part of the Pharmacy HQ platform is owned by or licensed to Pharmacy HQ Pty Ltd. This includes:
These Terms do not grant you any rights to our intellectual property other than the limited right to use the service as described herein.
Some pharmacy groups and banner groups access Pharmacy HQ under a white-label licence agreement (for example, IPA Ops Hub, TWC Operations Hub, or similar branded versions). The following terms apply to white-label arrangements:
A white-label licence grants the licensee the right to offer the Pharmacy HQ platform to their member pharmacies under the licensee's branding. The licence is non-exclusive, non-transferable, and non-sublicensable without our prior written consent.
White-label licensees must not:
White-label partnerships are governed by a separate White Label Licence Agreement in addition to these Terms. In the event of any conflict between a White Label Licence Agreement and these Terms, the White Label Licence Agreement prevails.
Member pharmacy data under white-label deployments is stored in a separate, isolated namespace. The white-label licensee does not have access to individual member pharmacy data unless separately agreed and authorised by the member pharmacy.
We will use reasonable care and skill in providing the service. We warrant that:
To the fullest extent permitted by law, we disclaim all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. In particular:
To the fullest extent permitted by the Australian Consumer Law and other applicable laws, our total liability to you for any claim arising out of or relating to these Terms or the service is limited to the greater of:
We will not be liable for any:
Nothing in these Terms excludes or limits liability that cannot be excluded under Australian law, including liability under the Australian Consumer Law for personal injury caused by negligence or fraudulent misrepresentation.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your subscription and receive a refund. For failures that are not major, you are entitled to have the failure rectified in a reasonable time, and if this is not done you are entitled to cancel and get a refund for the unconsumed portion of your subscription.
We are a business supplying services (not goods). Under the Competition and Consumer Act 2010 (Cth), Schedule 2 (the Australian Consumer Law), you have consumer guarantees including that our services will be:
These guarantees apply regardless of what these Terms say.
You may cancel your subscription at any time via the Stripe Customer Portal. Your access continues until the end of your paid billing period. Your data is retained for 90 days after the account closes.
We may suspend or terminate your account immediately if:
In cases of termination by us without cause (e.g. if we discontinue the service), we will provide at least 60 days' notice and a prorated refund of any prepaid fees.
Upon termination, your right to access the service ceases. Sections relating to IP, disclaimers, limitation of liability, and governing law survive termination.
We may update these Terms from time to time. When we make material changes, we will:
If you do not agree with the updated Terms, you may cancel your subscription before the effective date. Continued use of the service after the effective date constitutes acceptance.
These Terms are governed by the laws of the State of Queensland, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of Queensland for any disputes arising out of these Terms.
Before commencing legal proceedings, both parties agree to attempt to resolve any dispute informally. If a dispute arises, you should first contact us at support@pharmacyhq.com.au. We will endeavour to respond and propose a resolution within 10 business days.
If informal resolution fails, either party may refer the dispute to mediation through the Resolution Institute before commencing court proceedings.
For questions about these Terms:
Note: These Terms of Service were prepared for Pharmacy HQ as a starting point and should be reviewed by a qualified Australian solicitor before the product launches commercially. In particular, you should seek advice on GST treatment, pharmacy-specific regulatory obligations under the Pharmacy Board of Australia, and any state-specific health records legislation that may apply to your customers.