Terms of service

Version 2 | Effective 1 November 2026

These terms apply when you use www.optimumtesting.com.au or buy tests, packages, consultations, supplements or guides from Optimum Testing Pty Ltd (ABN 79 675 799 498) ("we", "us", "our"). By placing an order, you agree to these terms and our Privacy Policy.

If you buy a package or consultation, our Service Agreement and Informed Consent also applies. If the two documents differ on a clinical matter, the Service Agreement applies.

1. WHO CAN USE OUR SERVICES

Our services are available in Australia and, for selected services, internationally. Some tests, collection services and products are only available within Australia. Availability is shown on our website and confirmed at checkout.
If you live outside Australia, you are responsible for any import duties, taxes or local rules that apply to products shipped to you.
You must be 18 or over, or have written consent from a parent or legal guardian.
You must give us accurate details and keep them up to date.

2. WHAT OUR SERVICES ARE, AND ARE NOT

We provide functional and genetic testing, and nutrition and lifestyle recommendations based on your results. Our services are educational and informational. They are not medical diagnosis or treatment, and they do not replace your GP or specialist.

Keep seeing your GP, and tell them about any supplement or dietary change you start, especially if you take prescribed medication.
Our services are not suitable for people with complex or unmanaged medical conditions.
If you have an urgent health concern, contact your GP or call 000.
If you experience unusual symptoms, stop and seek medical advice.
We may decline to provide a service where we believe it is not appropriate for you.

3. ORDERS, PRICES AND PAYMENT

Prices are shown in the currency displayed on our website for your location, and are the prices shown when you place your order.
Your bank or card provider may charge currency conversion or international transaction fees.
Payment is required upfront, unless we agree otherwise.
We may change prices, or change or discontinue products and packages, at any time. A change does not affect an order you have already placed.
What each package includes is described on our website at the time you buy it.
If you order for someone else, you confirm you have their authority to do so, and you are responsible for the order.
If an amount owing to us is unpaid, we may suspend services until it is paid and recover our reasonable costs of collecting it.

4. TESTING

After you order, we will send you a test kit or a pathology request form.
Kits and request forms are valid for 6 months from the date of order, and each request form can only be used once, at a collection centre we specify.
Follow the collection instructions carefully. If a sample is rejected because the instructions were not followed (for example, a labelling error or a late sample), a new kit or re-collection may cost extra.
Laboratory turnaround times are estimates. We will keep you updated by email.
Extra laboratory charges are payable by you if you use an expired or already-used request form, attend a collection centre we did not specify, or have tests added that were not part of your order.

5. CANCELLATIONS AND REFUNDS

Laboratory requests are issued shortly after purchase, so the timing of a cancellation matters.

When you cancel a test order	What happens
Within 2 hours of purchase	Full refund.
After 2 hours	No change-of-mind refund for the test.
A replacement kit is needed because incorrect details were given at purchase	$50 replacement kit fee. No fee applies if the kit is lost by the courier or the laboratory.

Consultations and check-ins included in a package are not refundable for change of mind, but they stay available to book for 6 months from purchase.

Consultations	Notice needed to reschedule or cancel without a fee
Results consultations, and any consultation needing pre-consultation analysis	72 hours
Follow-up consultations	24 hours
15-minute check-ins	24 hours. A missed check-in counts as used.
Inside the notice period, or not attending	Up to 100% of the consultation fee may be charged.

You may reschedule each consultation or check-in once at no charge, if you give the notice above. The new appointment must take place within 8 weeks.

Please book the right type of consultation. If a booking is for the wrong type (for example, a follow-up booked for a new health concern, new test results, or more than 3 months after your last consultation), we may move it to the correct type and charge the difference.

Supplements and products: opened products and temperature-sensitive products cannot be returned for change of mind.
Digital guides: no change-of-mind refunds once the guide has been delivered.
How to cancel: email info@optimumtesting.com.au with your order details. Eligible refunds are processed within 14 business days.

Nothing in these terms limits your rights under the Australian Consumer Law. If a product or service has a major problem, you are entitled to a remedy regardless of this section.

6. FOLLOW-UP AND ONGOING SUPPORT

We recommend booking your follow-up consultation 6 to 8 weeks after your results consultation. This keeps your protocol safe and relevant.
An appointment more than 3 months after your last consultation is no longer treated as a follow-up, unless your practitioner advises otherwise. This does not apply to a follow-up consultation already included in your package, which stays available to book for 6 months from purchase.
Where a package includes a Phase 2 protocol, it is released at your follow-up consultation.
Check-ins included in your package can be booked by you or by us.
If you have not had a consultation for 6 months or more, you may be treated as a new client for booking and pricing.

7. COMMUNICATION

Contact us through booked consultations, our client portal, email, or the Client Support Texting Service.
We do not give clinical advice through social media messages.
Protocol changes and new clinical questions need a booked consultation.
We keep notes of consultations and phone calls on your client file.
The Client Support Texting Service is optional and costs $50 per month. It covers up to 4 brief clarification questions a month, answered within 24 to 48 hours on business days. It does not cover protocol or dose changes, new symptoms, or anything that needs a consultation. To cancel, give 14 days written notice to info@optimumtesting.com.au.

8. SUPPLEMENTS

Take your supplements as set out in your protocol, which is written in your report. Your protocol may differ from the label directions, and your protocol takes priority. If you have a reaction, stop and contact us or your GP. Tell your GP about any supplements you take with prescribed medication.

9. INTELLECTUAL PROPERTY

All content on our website, and all reports, protocols, frameworks, report formats, reference ranges, guides and other materials we provide, are the intellectual property of Optimum Testing Pty Ltd and are protected by copyright.
We give you a personal, non-transferable licence to use your reports, protocols and purchased guides for your own health purposes only.
Unless the Copyright Act 1968 (Cth) allows it, or we have given written consent, you must not copy, reproduce, publish, distribute, sell, adapt or create derivative works from any of our materials, in whole or in part.
You may share your reports with your own GP or treating practitioners for your care. You must not otherwise share them publicly, or use them to provide services to others.
You must not use automated tools to scrape, copy or extract content, product listings or prices from our website, or frame or mirror it.
You must not use our name, logo or trade marks without our written consent.
Unauthorised use of our intellectual property may result in legal action, including claims for damages and court orders, under the Copyright Act 1968 (Cth).

10. OUR RESPONSIBILITY TO YOU

We provide our services with due care and skill. Health outcomes depend on many factors, so we cannot guarantee specific results.
You are responsible for giving us accurate information and for following collection instructions and your protocol.
Laboratories, couriers and collection centres are independent providers. We are not responsible for their acts or omissions, except where the law says otherwise.
We are not liable for indirect or consequential loss, such as loss of income or opportunity.
To the extent the law allows, our total liability to you is limited to the fees you paid us in the 12 months before the claim.

Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that cannot be excluded.

11. USING OUR WEBSITE

You must not misuse our website or interfere with how it works. Links to other websites are for convenience only, and we are not responsible for their content.

12. SUSPENDING OR ENDING SERVICES

We may suspend or stop providing services to you if you breach these terms, if amounts owing are unpaid, or if communication with us becomes abusive, threatening or excessive. Where we do, any unused services you have paid for will be refunded on a fair basis, less any costs already incurred.

13. EVENTS OUTSIDE OUR CONTROL

We are not responsible for delays or failures caused by events outside our reasonable control, such as laboratory outages, courier or postal delays, system or power failures, natural disasters or government action. Where this happens, we will let you know and work with you on a solution, such as a new kit or a rescheduled appointment.

14. CHANGES TO THESE TERMS

We may update these terms from time to time. The version on our website when you place your order applies to that order.

15. DISPUTES AND GOVERNING LAW

If you have a concern, please contact us first so we can try to resolve it. If we cannot, we will both try mediation in good faith before taking any other action. These terms are governed by the laws of New South Wales.

16. GENERAL

These terms, our Privacy Policy, and (where you have signed it) our Service Agreement are the whole agreement between us.
If any part of these terms is found to be invalid, it is read down or removed to the minimum extent needed, and the rest continues to apply.
If we do not enforce a term at any time, we have not waived our right to enforce it later.
We may send you notices by email to the address you gave us.

17. CONTACT US

Optimum Testing Pty Ltd | info@optimumtesting.com.au | www.optimumtesting.com.au