Our Terms of Service
1. Acceptance of Terms
By accessing our website, making a booking, or receiving services arranged through RECOVR Group Limited (ABN: 77686539140) (“RECOVR”, “we”, “us”, “our”), you (“you”, “client”) agree to these Terms of Service, our Privacy Policy, and any other policies we make available to you from time to time. If you do not agree, you must not proceed with a booking.
2. What RECOVR Does (Platform Role)
RECOVR operates a booking, administration and technology platform that connects clients with independent, appropriately qualified and registered healthcare practitioners (including registered nurses and, where applicable, authorised prescribers) (each a “Practitioner”).
RECOVR is not a medical provider. RECOVR does not provide medical services, does not give clinical advice, and does not control or direct the clinical care provided by Practitioners. All clinical decisions including suitability/eligibility, treatment selection, cannulation, administration, monitoring, modification or cessation of treatment, and any referral/escalation are made solely by the treating practitioner(s) using their independent professional judgement.
3. Services Arranged Through the Platform
RECOVR may facilitate mobile IV hydration and wellness-based infusion services delivered to your home, office, hotel, or nominated location within our service areas (currently NSW, subject to availability). Services may include hydration and vitamin/mineral infusions as determined appropriate by the treating Practitioner(s) and, where required, prescribed by an authorised prescriber.
4. Not for Emergencies
Services arranged through RECOVR are not an emergency service. If you have severe symptoms or believe you are experiencing a medical emergency, call 000 immediately (or attend your nearest emergency department).
5. Eligibility, Medical Information & Consent
To receive services, you must:
be 18 years or older (or have a parent/guardian if a service is ever offered to minors only if explicitly permitted and documented);
provide complete and accurate medical history, including allergies, conditions, and medications;
complete any required intake forms and provide informed consent prior to treatment; and
acknowledge the service is not a substitute for diagnosis, primary care, or emergency care.
Practitioners may refuse, defer, modify, or discontinue treatment at any time if they consider it clinically inappropriate or unsafe.
6. Practitioner Relationship
Any practitioner–patient relationship (if established) is between you and the treating Practitioner(s). Your use of the RECOVR platform does not create a doctor–patient or nurse–patient relationship with RECOVR.
7. Bookings, Cancellations, Rescheduling & No-Shows
Bookings: Bookings can be made online, by phone, or via our booking platform. A confirmation will be sent by SMS and/or email.
Client cancellations:
Cancellations made at least 24 hours before the appointment start time: no cancellation fee (or you may choose a reschedule, subject to availability).
Cancellations made within 24 hours: may incur a $100 cancellation fee (or equivalent deposit forfeiture) to cover Practitioner scheduling and travel allocation.
No-shows: No-shows are charged 100% of the session fee, to the extent permitted by law.
RECOVR/Practitioner cancellations: If RECOVR or a Practitioner cancels due to safety, weather, availability, or operational constraints, we will offer a reschedule or a refund of amounts paid for the cancelled appointment (unless we have already incurred non-recoverable third-party costs which will be disclosed where applicable).
Australian Consumer Law: Nothing in this clause limits your rights under the Australian Consumer Law.
8. Pricing & Payments
Pricing range: Standard pricing generally ranges between $349 and $600 AUD (inclusive of standard travel fees within service zones). Pricing may vary based on treatment type, timing, location logistics, custom requirements, and availability.
RECOVR: These services are priced transparently within the stated range and will be disclosed during booking.
RECOVR BLACK: These services are tailored and not publicly itemised. Pricing is confirmed following consultation and before service delivery.
Payment timing: Payment must be made via approved methods (card or direct transfer) prior to or at the time of service, unless otherwise agreed in writing.
Payment processing: RECOVR may process payments to administer bookings and platform services. Depending on the booking, amounts paid may include fees payable to the Practitioner(s) and/or RECOVR platform/administration fees.
No Medicare/private health rebates: We do not offer Medicare rebates. Private health rebates (if any) are your responsibility to check with your insurer.
9. Wellness Information & No Guarantees
Any references to hydration, vitamins, “wellness,” or potential benefits are general in nature only. Individual responses vary and outcomes are not guaranteed. Nothing on our website or materials is intended to claim that services cure, treat, or prevent disease, except where a claim is lawfully made and supported by appropriate evidence in line with applicable advertising requirements (including Therapeutic Goods Administration guidance where relevant).
10. Health & Safety
Practitioners are responsible for clinical safety and will follow applicable infection control practices and professional standards, including use of sterile/single-use supplies where appropriate.
You acknowledge inherent risks of IV therapy, which may include (without limitation) bruising, discomfort, fainting, infiltration/extravasation, infection, phlebitis, and allergic reactions. If an adverse reaction occurs, the Practitioner may cease treatment and recommend escalation (including emergency services).
11. Liability & Limitations
To the extent permitted by law:
RECOVR is not liable for clinical outcomes or the acts/omissions of independent Practitioner(s) providing services.
RECOVR is not liable for losses arising from your failure to provide accurate health information or failure to follow reasonable pre- and post-care instructions provided by the Practitioner(s).
RECOVR’s liability for any breach of a consumer guarantee that cannot be excluded is limited (at RECOVR’s option) to supplying the relevant services again or paying the cost of having the services supplied again, to the extent permitted by law.
Nothing in these Terms excludes, restricts, or modifies any non-excludable rights you may have under the Australian Consumer Law.
12. Privacy
Personal and health information is handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We take reasonable steps to protect information we hold. Practitioners may also collect and hold information as healthcare providers under their own professional and legal obligations.
13. Intellectual Property
All RECOVR content, branding, and materials (including our logo, website content, and copy) are owned by or licensed to RECOVR and are protected by intellectual property laws. You must not copy, reproduce, or use our materials without written permission, except as permitted by law.
14. Website Availability & External Links
We do not warrant uninterrupted access to our website/platform and may suspend access for maintenance or security reasons. Our website may include links to third-party websites; RECOVR is not responsible for third-party content, security, or privacy practices.
15. Complaints
If you have a complaint:
about the booking/platform: contact us at info@recovr.com.au;
about clinical care: we may refer you to the treating Practitioner(s) as the responsible provider of clinical services (without limiting any rights you may have).
16. Governing Law
These Terms are governed by the laws of New South Wales, Australia. You submit to the jurisdiction of the courts of NSW.
17. Changes to Terms
We may update these Terms from time to time. The latest version will be published on our website. Continued use of the platform or services after changes are published constitutes acceptance of the updated Terms.
18. Contact
RECOVR Group Limited
Email: info@recovr.com.au
ABN: 77686539140