Terms of service

We know that reading Terms & Conditions isn’t the most exciting task, but it is important to understand what you can expect from us and what we expect from you while using NOVUM’s services.


Before you get started, please take a moment to read these Terms of service. If you have any questions about these Terms or our services, please contact us at support@novumpcos.com before purchase.


1. Acceptance of Terms


These Terms & Conditions form an agreement between NOVUM COLLECTIVE Pty Ltd (ABN 55 611 969 236), HEALTH & BALANCE VITAMINS LLC (collectively referred to as NOVUM, we, our or us), and individuals purchasing or accessing NOVUM products or services.


By purchasing, enrolling in or accessing NOVUM services, you confirm that you:

  • Have read, understood and accepted these Terms & Conditions.
  • Have the legal capacity to enter into this agreement.
  • Understand the program, payment arrangement and minimum commitment you have selected.
  • Agree to comply with these Terms throughout your participation.

You must be at least 16 years old to access NOVUM services. Clients under 18 may require signed parental or guardian consent.


These Terms apply to services accessed through www.novumpcos.com, the NOVUM App and associated coaching or community platforms.


2. Enrolment & Pre-Purchase Consideration


NOVUM coaching programs are offered following direct communication with our team, typically through a scheduled sales consultation or social media direct messages.


Before receiving a payment link, prospective clients have an opportunity to:

  • Discuss available programs and determine which option best suits their needs.
  • Ask questions about program inclusions, expectations, pricing and payment arrangements.
  • Review the program commitment, cancellation policy and these Terms & Conditions.
  • Consider their personal circumstances, financial commitments and readiness to participate.

There is no NOVUM-imposed deadline requiring a prospective client to complete payment after receiving their enrolment link, unless a specific offer expressly states otherwise.


By proceeding with payment, including payment of a deposit, you confirm that you have had the opportunity to consider your decision and understand the financial commitment associated with your selected program.


NOVUM does not offer an additional voluntary change-of-mind cooling-off period after payment.


This does not exclude any statutory cooling-off rights or other rights under Australian Consumer Law or applicable consumer protection legislation.


2.1 Enrolment Deposits


Where offered, clients may pay a deposit to reserve their place in a NOVUM coaching program. Deposits are credited towards the total program fee.


Deposits are non-refundable for change of mind, including where a client decides not to proceed or fails to complete their enrollment.


A deposit reserves a coaching place for 21 calendar days from the date of payment. Clients must complete their enrollment and remaining payment within this period, unless an alternative arrangement has been agreed with NOVUM in writing.


If enrollment is not completed within 21 days, and no alternative arrangement has been agreed, the reserved coaching place will be released and may be offered to another client.


All deposit conditions remain subject to applicable consumer protection laws.

3. Coaching Programs & Minimum Commitments


NOVUM offers two primary coaching programs.


3.1 NOVUM 1:1 Coaching


NOVUM 1:1 Coaching provides personalised coaching, education, accountability and support.


Available commitments include:

  • 12 weeks: Initial minimum coaching commitment.
  • 6 months: Extended coaching commitment.
  • 12 months: Extended coaching commitment.

Program inclusions are outlined during enrolment and may include personalised nutrition and training guidance, coaching check-ins, app access, educational resources and community support.


Coaching communication is generally available Monday to Friday, based on the assigned coach's local time zone, subject to public holidays and coach availability.


By enrolling, you agree to complete the selected coaching commitment and meet the associated payment obligations.


3.2 NOVUM 8-Week Foundations Program


The NOVUM Foundations Program is an eight-week group coaching and education program providing structured guidance, accountability and community support.


Clients receive educational resources, group coaching and support through the private NOVUM community and designated support email.


Formal client check-ins include individualised feedback from a coach.


Direct, private two-way messaging with an assigned coach through the NOVUM App is exclusive to our premium 1:1 Coaching Program and is not included in Foundations.


Coaching communication and support are generally available Monday to Friday, subject to public holidays, staff availability and applicable time zones.


The initial minimum commitment is eight weeks, regardless of the payment arrangement selected.

4. Payments & Billing


4.1 Upfront Payments


Clients may choose to pay the full program fee upfront where this option is available.


Upfront payments are offered at a discounted rate in exchange for committing to and paying for the selected program period in advance.


This applies to:

  • 12-week, 6-month and 12-month NOVUM 1:1 Coaching commitments.
  • 8-week NOVUM Foundations commitments.

By selecting upfront payment, you acknowledge that you have considered the full program commitment, reviewed the applicable terms and voluntarily selected the discounted upfront option.


Upfront payments are final and non-refundable for change of mind, early withdrawal, personal circumstances or non-participation.


No additional voluntary cooling-off period applies after payment.


Unused coaching time is not refundable solely because a client chooses to discontinue participation before completing their purchased commitment.

All provisions remain subject to statutory consumer rights.


4.2 Monthly Payments & Recurring Billing


Where monthly payments are available, clients agree to the recurring payment arrangement disclosed at checkout.


By selecting the monthly payment option and clicking Pay Now, you authorise NOVUM's payment provider to charge your nominated payment method according to the disclosed amount, billing frequency and payment terms.


You acknowledge that:

  • Payments are processed automatically according to the agreed billing schedule.
  • You are responsible for maintaining valid payment details and sufficient funds.
  • The initial minimum commitment is 12 weeks for 1:1 Coaching or eight weeks for Foundations.
  • Monthly subscriptions continue automatically beyond the initial minimum commitment until cancellation is requested.
  • After the minimum commitment, subscriptions continue month-to-month without creating another fixed-term commitment.
  • Cancellation does not remove payment obligations associated with an existing minimum commitment.

NOVUM does not offer weekly payment plans.


4.3 Failed or Outstanding Payments


If a payment fails, you are responsible for updating your payment details and resolving any outstanding amount.


NOVUM may temporarily suspend access to coaching services while payments remain overdue, following reasonable notice where appropriate.


Outstanding payments associated with an agreed minimum commitment remain payable, subject to applicable law.


4.4 Financial Hardship


Clients experiencing unexpected financial hardship are encouraged to speak with their coach or Client Success Manager, or contact support@novumpcos.com, to discuss their circumstances.


NOVUM may consider alternative payment arrangements on a case-by-case basis. Any agreed changes will be confirmed in writing.


Financial hardship does not automatically cancel an existing program commitment or outstanding payment obligations, subject to applicable consumer rights.

5. Cancellations & Refunds


5.1 General Cancellation Policy


NOVUM coaching programs require a minimum commitment.


Clients may request cancellation at any time by contacting support@novumpcos.com.


Cancellations requested during an active minimum commitment will take effect at the end of that commitment, subject to applicable consumer rights.


Cancellation does not automatically release clients from payment obligations under their agreed minimum commitment.


NOVUM does not provide change-of-mind refunds for:

  • Deciding not to continue or changes in personal or financial circumstances.
  • Incomplete onboarding or failure to provide required information.
  • Missed check-ins, sessions or coaching opportunities.
  • Non-participation or failure to use available services.
  • Dissatisfaction with personal progress where the agreed services have been appropriately delivered.

These conditions remain subject to applicable consumer rights.


5.2 NOVUM 1:1 Coaching Cancellations


Clients agree to complete and pay for their selected initial coaching commitment of 12 weeks, six months or 12 months.


Monthly subscriptions have an initial 12-week minimum commitment and continue month-to-month thereafter until cancelled.


Clients may request cancellation at any time. Cancellation takes effect at the end of the initial minimum commitment or the applicable billing period thereafter.


Upfront payments are non-refundable for change of mind, early withdrawal or unused coaching time, subject to applicable consumer rights.


5.3 Foundations Program Cancellations


Foundation clients agree to an initial eight-week minimum commitment, regardless of payment arrangement.


Monthly subscriptions continue month-to-month after the initial eight weeks until cancelled.


Clients may request cancellation at any time. Cancellation takes effect at the end of the initial minimum commitment or the applicable billing period thereafter.


Upfront payments are non-refundable for change of mind, early withdrawal or unused program time, subject to applicable consumer rights.


5.4 Additional Coaching Blocks & Re-Enrolment


Clients who purchase upfront coaching blocks may continue by purchasing an additional block, creating a new commitment.


Monthly subscription clients may continue coaching beyond their initial minimum commitment without re-enrolling. Their existing subscription and recurring payments continue until cancellation is requested.


End of Coaching & Re-Enrolment


NOVUM may contact clients approaching the end of their coaching commitment to discuss continuation options.


If an upfront client does not purchase another coaching block, their coaching services and app access will end when their paid commitment expires.


Monthly subscription clients retain access while their subscription remains active and payments are up to date.


When coaching ends, previous plans, progress records and app information may become inaccessible and may not be recoverable.


Personal information will be managed in accordance with NOVUM's Privacy Policy and applicable law.


5.5 Service Errors & Consumer Rights


Clients should notify NOVUM of any errors or concerns with their coaching services or resources so an appropriate resolution can be arranged.


A correctable error does not automatically entitle a client to a full or partial refund.


Where services fail to meet applicable consumer guarantees, NOVUM will provide the remedies required by law, which may include correction, cancellation, a refund or compensation depending on the circumstances.


Nothing in these Terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable consumer protection legislation.

6. Coaching Holds & Pauses


6.1 Initial 12-Week 1:1 Coaching Commitment


Holds are not available during the initial 12-week commitment.


Clients are encouraged to remain engaged throughout this period to maintain consistency and progress.


Following completion of their initial 12 weeks, clients who enrol in an additional coaching block may request a temporary hold.


Approved holds are limited to a maximum of four consecutive weeks.


This limit is designed to support continuity, maintain coaching momentum and help clients return to their program with their existing progress and information retained.


6.2 Six-Month & 12-Month Upfront Commitments


Clients who have purchased a six-month or 12-month 1:1 Coaching commitment upfront may request a hold after completing their first eight weeks.


The following conditions apply:

  • Holds may begin from week eight onwards.
  • Each approved hold is limited to a maximum of four consecutive weeks.
  • A maximum of one hold may be approved per eight-week period.
  • Holds must be requested and approved by NOVUM.
  • Approved holds extend the program completion date by the agreed pause duration.

Client progress and coaching information will be retained, subject to NOVUM's data retention and privacy policies.


6.3 General Hold Conditions


All holds must be requested through NOVUM and confirmed before taking effect.


Holds are not automatically granted and may depend on coach availability, program structure and the circumstances of the request.


Where a hold is approved, NOVUM will confirm the pause dates, revised completion date and any applicable billing arrangements in writing.


Holds are not available for the eight-week Foundations Program unless NOVUM expressly agrees otherwise in writing.


Any statutory rights remain unaffected.

7. Client Responsibilities


To receive the full benefit of NOVUM services, clients are expected to:

  • Complete onboarding requirements within a reasonable timeframe.
  • Provide accurate and complete health, lifestyle and personal information relevant to their program.
  • Attend scheduled sessions and submit required check-ins.
  • Communicate respectfully with coaches, staff and community members.
  • Participate in the program and communicate any difficulties that may affect engagement.
  • Seek appropriate medical advice before implementing changes that may affect their health.

Failure to complete onboarding, submit check-ins, attend sessions, provide required information or use the services does not automatically pause or extend the agreed program commitment.

 

Clients are responsible for communicating with NOVUM if they experience difficulties participating.

8. NOVUM Blood Test Analysis Service

 

Blood Test Analysis is included as a complimentary educational service for eligible NOVUM 1:1 Coaching clients.

 

It is generally available around weeks four to six of the coaching program, subject to the availability of suitable pathology results and completion of relevant requirements.

 

It is not currently offered as a standalone paid service.

 

8.1 Purpose & Scope

 

The service provides educational insights into blood test results from a nutrition, lifestyle and PCOS-focused wellbeing perspective.

 

It may explore general patterns relating to hormonal health, metabolic health and nutritional status.

 

The service does not provide medical diagnosis, treatment, clinical pathology interpretation or medical management.

 

8.2 Medical Disclaimer

 

All information provided is educational and must not replace advice from a qualified medical practitioner.

 

NOVUM does not:

  • Diagnose PCOS or any other medical condition.
  • Prescribe, commence, discontinue or adjust medication.
  • Replace clinical pathology interpretation or medical investigations.
  • Guarantee improvements in symptoms, fertility, hormone levels or other health outcomes.

Any discussion of functional-health targets is educational and does not replace clinical laboratory reference ranges or medical assessment.

 

Clients should consult their doctor or appropriate healthcare professional before making changes to medications, supplements, exercise or other health-related practices.

 

8.3 Client Responsibilities

 

Clients are responsible for providing accurate, relevant and sufficiently complete pathology results.

 

NOVUM does not arrange or order pathology testing as part of this service.

 

The usefulness of the analysis depends on the information supplied and the relevance of the available markers.

 

Clients remain responsible for seeking medical follow-up regarding abnormal results, symptoms or health concerns.

 

8.4 Availability & Limitations

 

Blood Test Analysis is an included component of eligible 1:1 Coaching programs and is not separately refundable or redeemable for cash.

 

If an analysis cannot be completed due to missing or unsuitable information, NOVUM will explain any limitations and available options.

 

Any failure to provide an included service will be assessed in accordance with applicable consumer rights.

9. Medical & Health Disclaimer

 

NOVUM provides coaching, nutrition education, lifestyle guidance and general wellbeing support. Our services, including coaching programs, app content and educational resources, do not replace professional medical advice, diagnosis or treatment.

 

NOVUM does not diagnose, treat, cure or prevent medical conditions, prescribe medication or provide medical care.

 

Clients should consult an appropriately qualified healthcare professional before making health-related changes, particularly if pregnant, breastfeeding, taking medication or managing an existing medical condition.

 

Any supplement guidance provided is educational and does not constitute medical advice or prescribing. Clients should consult their doctor or pharmacist regarding supplement suitability, interactions and contraindications.

 

Supplements are not included in NOVUM coaching programs or membership fees and must be purchased separately.

 

Individual results vary, and NOVUM does not guarantee weight loss, improved fertility, hormonal changes, symptom improvements or any particular health outcome.

 

In a medical emergency, contact your local emergency services.

10. NOVUM App & Community

 

NOVUM provides digital platforms and community spaces to support program delivery.

 

Depending on the program purchased, these may include app access, coaching communication, educational resources, group discussions and private community spaces.

 

Clients agree to:

  • Use NOVUM platforms lawfully and respectfully.
  • Keep account access and login information secure.
  • Respect the privacy of other members.
  • Avoid sharing medical advice, diagnoses or treatment recommendations with other members.
  • Refrain from harassment, discrimination, abusive language, spam or unauthorised advertising.
  • Avoid sharing or distributing NOVUM content without permission.

NOVUM may moderate content, remove inappropriate material or restrict access where necessary to protect staff, members or the community.

 

Any suspension or termination of paid services will be handled consistently with applicable consumer rights and the circumstances involved.

 

Information shared by other community members represents their personal experiences and should not be treated as medical advice.

11. Intellectual Property & Personal Content

 

All NOVUM coaching materials, educational resources, training programs, meal plans, app content and related materials remain the intellectual property of NOVUM or its licensors.

 

Materials are provided for personal, non-commercial use and may not be copied, distributed, reproduced, resold or shared without written permission.

 

Clients retain ownership of personal content they submit.

 

By submitting information through NOVUM platforms, clients grant NOVUM permission to use that information as reasonably necessary to deliver, administer and improve the services, in accordance with the Privacy Policy.

 

Identifiable client stories, photographs or testimonials will not be used for promotional purposes without appropriate consent.

12. One-Off Digital Products & Meal Plans

 

Where NOVUM offers standalone digital products, recipe eBooks or personalised meal plans, these products are subject to the specific inclusions and conditions disclosed at purchase.

 

NOVUM does not offer refunds for change of mind, personal preference or failure to use a digital product.

 

If a product or service does not meet applicable consumer guarantees, NOVUM will provide the remedy required by law.

 

Nutrition information, recipes and meal plans are educational. Clients remain responsible for checking ingredients, allergies and dietary suitability.

 

All nutritional calculations are estimates and may vary based on ingredients, brands and preparation methods.

13. Privacy & Personal Information

 

NOVUM collects and handles personal information, including relevant health information, to provide coaching services and administer client accounts.

 

Personal information is managed in accordance with our Privacy Policy and applicable privacy legislation. Clients should review our Privacy Policy to understand how their information is collected, used, stored and disclosed.

 

NOVUM may request permission to share client progress, testimonials, results or photographs for educational or promotional purposes.

 

Identifiable client information, health-related progress and photographs will only be shared publicly with the client's express consent.

 

Clients may decline or withdraw consent for future use without affecting their coaching services. Requests to withdraw consent can be made by contacting support@novumpcos.com.

14. Changes to Services & Terms

 

NOVUM may update its platforms, resources, programs and Terms & Conditions from time to time.

 

Material changes affecting an existing paid commitment will be communicated where appropriate.

 

Changes will not retrospectively remove rights or materially alter agreed commitments without an appropriate legal or contractual basis.

15. Complaints & Dispute Resolution

 

If you have concerns about your program, payments, coaching experience or any NOVUM service, please contact: support@novumpcos.com

 

We encourage clients to raise concerns promptly so our team can investigate and work towards an appropriate resolution.

 

NOVUM expects respectful communication between clients, coaches and staff.

 

These Terms are governed by applicable Australian law, subject to any mandatory consumer protections that apply in the client's jurisdiction.

 

Nothing in these Terms limits a client's right to seek assistance from an appropriate consumer protection authority or exercise legal rights.

16. Agreement & Acknowledgement

 

By completing checkout and enrolling in a NOVUM program, you acknowledge that:

  • You have had the opportunity to discuss the program and ask questions before purchasing.
  • You understand the services included, minimum commitment and associated payment obligations.
  • You have reviewed and accepted the payment, cancellation, refund and hold policies.
  • You understand that upfront payments are discounted and non-refundable for change of mind, subject to applicable consumer rights.
  • Where a deposit is paid, you understand it is credited towards your program fee, reserves your place for 21 calendar days unless otherwise agreed in writing, and is non-refundable for change of mind.
  • Where monthly subscriptions apply, you authorise recurring payments and understand that your subscription continues automatically after the initial minimum commitment until cancelled.
  • You understand that upfront coaching blocks require a new purchase to continue, while monthly subscriptions can continue without re-enrolment.
  • You understand that NOVUM provides coaching and educational support, not medical diagnosis or treatment.
  • You agree to these Terms & Conditions, subject to your rights under applicable consumer protection laws.

For questions or assistance, contact support@novumpcos.com.