Terms of service.

1. About these terms

These terms are between you and Know Luna Pty Ltd (ABN 11 160 196 323) ("KnowLuna", "we", "us"). By using this website or joining our waitlist, you agree to them. Nothing in these terms excludes rights you have under the Australian Consumer Law.

2. The website and the waitlist

• Information on this website is general in nature and is not medical advice. See our medical disclaimer.
• Joining the waitlist means we may contact you about our launch and early-access pricing. You can unsubscribe at any time.
• Prices shown on this website before launch are indicative and may change.
• You must not misuse the website, attempt to gain unauthorised access, or use it for anything unlawful.

3. Intellectual property

The KnowLuna name, logo, website content and design are owned by or licensed to KnowLuna. You may not reproduce them without our written permission, other than for your personal, non-commercial use.

4. Who can use our services (from launch)

• You must be 18 or older and located in Australia.
• You must order for yourself and provide accurate, complete health information. Our doctors rely on it.
• Some tests may not be appropriate for everyone. A doctor decides whether to issue a request.

5. What you are buying

Every KnowLuna price includes processing of your sample by a NATA/RCPA-accredited laboratory and delivery of your results in your secure account with a plain-English explanation. There are two ways to order. Option 1 (your own doctor's request): you supply a pathology request signed by your treating practitioner; we verify it before arranging collection, and results are also sent to that practitioner, who manages follow-up. Option 2 (KnowLuna doctor): an AHPRA-registered doctor engaged by KnowLuna reviews your health questionnaire, issues the pathology request if appropriate, and provides a results consult. A results consult may be added to an Option 1 order for a separate fee. KnowLuna tests are self-pay. They are not rebated by Medicare and are not claimable through private health insurance.

6. The doctor's decision

Our doctors exercise independent clinical judgement. If a doctor decides a test is not appropriate for you, we will tell you why where we can, and refund your payment in full. A doctor may also recommend a different test, or that you see your GP or a specialist instead. For Option 1 orders, we may decline to process a request that is incomplete, unsigned, does not match the test ordered, or cannot be verified, and will refund you in full.

7. Collection and results

• Sample collection happens at partner collection centres, by a home collection kit posted to you, or by a nurse home visit, as chosen at checkout. Collection fees shown at checkout are added to the test price and are not refundable once a kit has been dispatched or a nurse visit booked, except as required by law. Preparation instructions (fasting, cycle timing) are provided; results collected without following them may be less useful, and we may recommend re-collection at your cost.
• Home kits: you must collect your own sample following the instructions supplied, complete the self-collection declaration, and return the kit within the time stated. If the laboratory cannot test a home-collected sample (for example insufficient volume or damage in transit) we send one replacement kit at no charge; further replacements, or a switch to centre collection, may incur the collection fee. Home blood kits omit any markers that require a venous sample, as listed on the test page. Home blood kits become available when our laboratory completes its validation; if you order one before then we hold your order and tell you the expected date, or you may switch collection method without charge.
• Nurse home visits are provided by a partner service in metropolitan areas and are subject to availability; a missed visit without 24 hours notice may be charged again.
• Turnaround times are estimates. Laboratory delays, re-tests and public holidays can affect them.
• Results are released to your account once reviewed. Where a result needs urgent attention, a doctor will contact you directly using the details you provided. Keep them current.

7a. Screening tests

Some tests, including non-invasive prenatal testing and carrier screening, are screening tests. They estimate probability and do not diagnose. A high-probability result requires confirmatory diagnostic testing arranged with your doctor, and genetic counselling is provided as part of that pathway.

8. Telehealth consults

Consults are by video or phone with an AHPRA-registered doctor. You are responsible for being in a private place with a working connection. Telehealth has limits; if a doctor considers you need in-person assessment, they will tell you. KnowLuna is not an emergency service. In an emergency, call 000.

9. Payment, cancellation and refunds

• Payment is taken at the time of order by card, in Australian dollars, including GST where applicable.
• Full refund if a doctor declines to issue your request.
• Full refund if you cancel before your pathology request has been issued.
• Once a request has been issued but before collection, a partial refund may be available less the doctor review fee.
• After your sample has been collected, the service has been substantially provided and refunds are not available except as required by the Australian Consumer Law.

10. Your responsibilities

Provide accurate information, follow preparation instructions, keep your account secure, attend your results consult or reschedule it, and act on any urgent advice from a doctor. Follow up with your own GP where recommended.

11. Liability

To the extent permitted by law, KnowLuna is not liable for loss arising from inaccurate information you provide, from laboratory processing beyond our control, or from your decisions based on general information on our website. Our liability for services is otherwise limited to re-supplying the service or refunding the price paid. Nothing in these terms limits your rights under the Australian Consumer Law or in respect of the clinical duty of care our doctors owe you.

12. Privacy

How we handle your information is set out in our Privacy Policy, which forms part of these terms.

13. Changes and governing law

We may update these terms; the current version applies to each new order. These terms are governed by the laws of Victoria, Australia.

14. Contact

hello@knowluna.com.au · Know Luna Pty Ltd (ABN 11 160 196 323), Melbourne, Victoria.