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
(a) This Agreement is between NOVUM COLLECTIVE Pty Ltd (ABN: 55 611 969 236), HEALTH & BALANCE VITAMINS LLC (we, our or us) and you, the company, entity, or individual who is purchasing any products, services or goods (Goods) from us through our website located at http://www.novumpcos.com (Store) or on our mobile application.
(b) By purchasing Goods or Services from us, or proceeding with any quote issued, you agree that:
(i) you have reviewed and accept these Terms and Conditions for the sale of Goods and Services (Terms); and
(ii) you have the legal capacity to enter into a legally binding agreement with us.
(c) You must not place an order for Goods or Services, or approve any quotes issued, unless you are at least 16 years old.
2. When These Terms Apply
These Terms apply whenever you use the NOVUM mobile app, our website novumpcos.com, or any services, features, or content provided by NOVUM or Health & Balance Vitamins.
3. Accessing NOVUM
(a) You must be at least 16 years old to use the NOVUM App or access any NOVUM content.
(b) We do not knowingly collect personal information from anyone under 16, without signed parental consent and direct supervision and guidance.
(c) We do not allow people to use the App or access NOVUM services if they are younger than 16 without signed parental consent and direct supervision and guidance
4. Medical Disclaimer
(a) The company is not a licensed medical care provider and the App is not intended to replace professional medical advice or diagnose, treat, or manage any illness or medical condition. Please consult with a licensed physician or other qualified healthcare provider before making any decisions or taking any actions that may affect your health and safety. Never disregard professional medical advice or delay in seeking it because of something you have read in connection with the App.
Always consult with your healthcare professional if you have any questions or concerns about your health or condition, or experience any changes in your condition or health status. If you think you have a medical emergency, call emergency services or go to the nearest open emergency room immediately.
(b) From time to time, the App or NOVUM materials may provide general information about supplements, vitamins, or other products that may be relevant to people with PCOS. This information is educational only and is not a personalised recommendation for you. It is strongly recommended that you ask your doctor or pharmacist to review any supplements before starting them, including checking for potential interactions with your prescription medications, over-the-counter products, allergies, or existing medical conditions.
(c) NOVUM does not guarantee any specific outcomes, improvements, or health results from the use of the App, coaching services, meal plans, blood test analysis, supplements, or any other information or resources provided. Individual results vary based on your health status, medical history, lifestyle factors, and adherence. All decisions made based on NOVUM content are your responsibility and should be discussed with your healthcare provider.
(d) We disclaim liability for any errors or omissions, unintended technical inaccuracies, typographical errors in the provided materials, and any violation of ethical or moral standards applicable in your community to health education and related materials
5. Price & Payments
(a) All NOVUM services require upfront payment at checkout, except for coaching programs and 8-week challenges, which allow you to choose either a monthly payment plan or a full upfront payment.
(b) If you select a weekly payment plan for a coaching program or 8-week challenge, the weekly fee will be automatically processed through direct debit from your nominated card or bank account. By selecting this option, you authorise NOVUM’s third-party payment provider to process these recurring payments. You are responsible for ensuring your payment details remain accurate and that sufficient funds are available.
(c) If a payment is declined, you must update your payment method and settle any outstanding balance. NOVUM may pause access to services until payments are up to date. Continued non-payment may result in cancellation of access under these Terms.
(d) By making a payment, you confirm that your information is accurate, that you are authorised to use the selected payment method, and that the payment is not made using fraudulent or unauthorised means.
(e) All payments are final and non-refundable unless required by law or expressly stated in these Terms. This includes situations such as change of mind, incomplete onboarding, missed check-ins, or non-use of the services.
(f) NOVUM may update pricing or fees at any time. Any changes will be communicated where applicable and will not affect payments already made for existing services unless otherwise stated.
(g) You will be considered in breach of these Terms if you:
(i) fail to pay any amount when it is due;
(ii) do not meet your obligations under these Terms; or
(iii) enter bankruptcy or, if a company, go into external administration or move to wind up.
In these circumstances, NOVUM may treat the agreement as repudiated and may refuse to supply further services. NOVUM may seek recovery of outstanding amounts through legal action or third-party debt recovery services. You agree to cover all reasonable recovery costs, including solicitor fees, interest, and related expenses. NOVUM may immediately suspend or terminate access to services in line with these Terms.
6. Refund, Cancellation and Hold Policy
We do not offer change of mind returns or refunds to NOVUM for coaching services, challenges, one-off meal plans, blood work analysis, or digital products, except where required by law. Failure to complete on-boarding, submit check-ins, attend sessions, provide required information, or use the services does not entitle you to a refund.
If any plan or product requires correction due to an error by the NOVUM team, the issue will be rectified as soon as possible. Corrections do not entitle you to a full or partial refund. Your rights under Australian Consumer Law and any other applicable consumer protection laws remain in place.
(a) 1:1 Coaching Commitment & Renewals
All 1:1 Coaching plans are sold in fixed 12-week blocks, payable either upfront or via instalments. By enrolling, you agree to the full 12-week commitment.
Cancellations, early terminations, or refunds are not permitted once a 12-week coaching block has been purchased, irrespective of the selected payment method. Any exceptions will be considered solely under exceptional circumstances and remain at NOVUM’s absolute discretion.
Toward the end of each 12-week coaching period, you may elect to purchase an additional 12-week coaching block or allow your coaching services to conclude at the end of the current term.
Access to coaching services, including the app and coach support, will remain active for the full 12-week period and will automatically cease upon completion of the term unless a new coaching block is purchased.
(b) 8-Week Challenge Cancellations and Holds
The 8-Week Challenge is delivered as a subscription with a mandatory 8-week minimum commitment. Cancellations are not permitted during this period and there is no cooling-off period once you sign up.
After completing the initial 8 weeks, you may cancel your challenge subscription by providing 7 days’ written notice to support@novumpcos.com. Your subscription remains active until the end of the notice period and then ends at the close of your current billing cycle.
Once the challenge ends, your subscription will automatically transition into the next phase unless you cancel in line with the notice requirements above. You may request to place your plan on hold between challenges so that your subscription resumes at the next challenge. Holds are not available during the initial 8-week commitment and are subject to NOVUM’s discretion.
If you pay weekly, your challenge subscription continues week to week after the initial term unless cancelled with 7 days’ notice. If you pay upfront, your subscription renews every 8 weeks unless cancelled in accordance with these Terms.
(c) One-Off Personalised PCOS Meal Plans
One-off personalised PCOS meal plans are customised digital products and all sales are final. Refunds are not provided for change of mind, personal taste preference, or failure to use the plan.
If a mistake occurs in the preparation of your meal plan due to an error by the NOVUM team, we will correct it as soon as possible. This does not provide grounds for a refund.
There are no holds or cancellations for one-off meal plans once the order has been placed.
(d) Blood Work Analysis Refund Policy
All sales for Blood Test Analysis services are final. Due to the personalised and time-based nature of the service, refunds cannot be offered under any circumstances, except where required by law.
Please ensure you understand the scope and limitations of the service before purchasing.
(e) Digital eBook Refund Policy
As recipe eBooks are digital products, NOVUM does not offer refunds for change of mind. To support informed purchasing decisions, samples of some recipes may be provided on the website and you are welcome to contact the support team with any questions before purchasing by emailing support@novumpcos.com.
If you have feedback on an eBook or would like guidance on adapting recipes to suit your preferences, you can reach out via support@novumpcos.com for assistance.
This support does not create any entitlement to a refund.
7. One-Off Personalised PCOS Meal Plans
(a) We do not offer refunds or returns on one-off personalised meal plans. This product is a customised digital file, and all sales are final. Change of mind, personal preference, or failure to use the plan does not entitle you to a refund. If a mistake is made by the NOVUM team when creating your meal plan, we will correct it as soon as possible. Corrections do not entitle you to a refund.
(b) NOVUM meal plans provide general nutrition guidance only. They do not diagnose, treat, or manage any medical condition. Please consult a licensed healthcare professional before making dietary changes, especially if you have a medical condition, allergies, or food intolerances.
(c) Results will differ from person to person depending on health, consistency, food availability, preferences, and adherence. NOVUM does not guarantee weight loss, symptom improvement, or any specific outcome.
(d) Your meal plan is created according to the information you provide at purchase, including allergies and dietary preferences. Recipes may still contain or interact with common allergens such as dairy, eggs, nuts, soy, gluten, or seafood. You are responsible for checking ingredients and ensuring foods are safe for your individual needs. NOVUM is not liable for allergic reactions or adverse responses.
(e) Where a Swap List is included, please choose replacements from the same food category to maintain balance. Substituting ingredients outside these guidelines may change the nutritional profile and intended structure of your plan.
(f) Calories, macronutrients, and ingredient quantities are provided as estimates only. Actual values may vary depending on product brands, measurements, preparation, and food availability in your region.
(g) Your personalised meal plan is for your personal use only. You may not copy, share, upload, distribute, reproduce, or resell the meal plan in any form. All content remains the intellectual property of NOVUM.
(h) NOVUM may update or revise meal plan content at any time. Purchasing a meal plan does not entitle you to future updated versions unless explicitly stated.
(i) Your meal plan is delivered as a one-time digital product with no ongoing fees. It is your responsibility to ensure all details submitted at purchase are accurate and complete. Incorrect or incomplete information may affect the quality of your meal plan and does not entitle you to a refund.
8. NOVUM Blood Test Analysis Service
The Blood Test Analysis service is provided from a nutrition, functional-health, and lifestyle perspective. It is designed to help you understand general patterns in wellbeing, hormone balance, metabolic health, nutritional status, and lifestyle factors specific to PCOS.
This service does not provide medical advice, diagnosis, or treatment for any condition.
(a) All insights, interpretations, and recommendations are educational in nature and are not intended to replace professional medical advice. We do not diagnose medical conditions, interpret pathology for clinical disease, or offer medical management of any health condition. Your doctor or specialist remains your primary source of diagnosis and treatment.
(b) Before making any changes to supplements, medications, exercise routines, or lifestyle practices based on your report, you must consult with your doctor or pharmacist. This includes checking for potential interactions with any existing medications or medical conditions.
Medical clearance is essential if you are pregnant, breastfeeding, managing chronic illness, or taking prescription medications.
(c) Interpretations are based solely on the blood test results and information you provide. We do not order pathology, modify laboratory testing, or adjust clinical reference ranges. Our analysis uses optimal functional-health targets and will also consider any areas flagged by your doctor; however, clinical diagnosis remains outside the scope of this service. The service is PCOS-focused and does not assess or address unrelated medical conditions.
(d) You understand that implementing any nutrition, supplement, or lifestyle suggestions is voluntary and done at your discretion. You are responsible for discussing any changes with your healthcare provider and ensuring they are appropriate for your individual medical needs.
(e) Individual outcomes vary based on health status, adherence, medical history, and other factors. NOVUM does not guarantee improvements, symptom changes, or specific health results from using this service.
(f) If you are unsure whether your existing blood test results are suitable for this service, or whether they include markers relevant to PCOS, you are encouraged to contact our team before purchasing.
This service is designed specifically for PCOS-related markers. Blood tests that do not include relevant hormonal, metabolic, or nutritional markers may not be suitable, and submitting unrelated or incomplete pathology may limit the value of the analysis.
Please ensure you understand the scope and limitations of the service before purchasing.
9. NOVUM 1:1 Coaching
(a) All 1:1 Coaching plans are sold in fixed 12-week blocks, payable either upfront or via instalments. By enrolling, you agree to the full 12-week commitment.
NOVUM does not offer change of mind returns or refunds. Cancellations, early terminations, or refunds are not permitted once a 12-week coaching block has been purchased, regardless of usage, onboarding completion, or level of participation. Any exceptions will be considered solely under exceptional circumstances and at NOVUM’s absolute discretion.
Where any aspect of a coaching plan requires correction due to an error by NOVUM, the issue will be rectified within a reasonable timeframe. This does not entitle you to a refund or compensation.
(b) There is no cooling-off period. By enrolling, you agree to complete the full 12-week coaching term.
(c) Coaching services will conclude automatically at the end of the 12-week term unless a new 12-week coaching block is purchased.
(d) Plan holds are not available during an active 12-week coaching block. Following completion of a coaching block, a hold may be granted in limited circumstances at NOVUM’s discretion.
(e) Access to Coaching Support: Coaching plans include two-way communication with a coach via the NOVUM App, available Monday to Friday. Response times may vary based on coach availability and time zones. Missed communications, incomplete check-ins, or delays from the client do not entitle the client to refunds, credits, or extensions.
(f) NOVUM Coaches provide guidance, education, accountability, and general support only. Coaches do not provide medical advice, diagnosis, or treatment recommendations. Clients must seek and follow advice from qualified healthcare professionals where appropriate.
(g) To obtain the full benefit of the coaching program, clients are responsible for:
- Completing on-boarding requirements and attending scheduled calls
- Submitting and attending check-ins as required
- Providing accurate and complete information
- Actively engaging with their coach via the NOVUM App
- Failure to meet these responsibilities does not pause, extend, or alter the agreed coaching term.
(h) Non-Payment: In the event of a failed payment, clients must promptly update their payment method. NOVUM reserves the right to suspend access to coaching services until any outstanding balance is settled. Continued non-payment may result in termination of services and recovery action in accordance with applicable terms.
(i) Behaviour and Conduct: Clients are expected to maintain respectful communication at all times. NOVUM reserves the right to terminate access to coaching services immediately, without refund, in cases of abusive, inappropriate, or harassing behaviour toward staff or coaches.
10. 8-Week Challenge Terms
NOVUM runs approximately four 8-week challenges each year. These are open to new and existing clients, including those enrolled in 1:1 Coaching.
(a) Payments for the 8-Week Challenge are final. NOVUM does not offer refunds for change of mind, incomplete onboarding, missed check-ins, or non-use of the program. If a correction is required due to an error by the NOVUM team, it will be resolved promptly. This does not provide grounds for a refund
(b) The 8-Week Challenge is delivered as a subscription with a mandatory 8-week minimum commitment. Cancellations are not permitted during this period. There is no cooling-off period after signing up. By joining, you agree to complete all 8 weeks.
(c) You may cancel your challenge subscription after completing the 8-week minimum term by providing 7 days’ written notice to support@novumpcos.com. Your subscription will remain active until the end of the notice period.
(d) Once the challenge ends, your subscription will automatically transition into our Metabolic Reset phase, where your coach continues to support you through your next steps and preparation for future challenges. If you do not wish to continue, email support@novumpcos.com at least 7 days before your next payment. Your cancellation will take effect at the end of your current billing cycle. You may also request to place your plan on hold until the next challenge begins. Holds are not permitted during the initial 8-week commitment.
(e) If you selected the upfront option, your subscription renews every 8 weeks unless cancelled in accordance with these Terms. If you selected the weekly option, your subscription continues weekly after the initial 8 weeks unless cancelled with 14 days’ notice.
(f) If you feel you need additional support, you may upgrade to 1:1 Coaching at any time by contacting your coach or emailing support@novumpcos.com. NOVUM does not offer downgrades for 1:1 Coaching, and upgrades or downgrades cannot occur during the initial 8-week commitment for coaching clients. There is no cooling-off period, and downgrades are not available during your initial term.
11. Your Use Of The NOVUM App
(a) Any content you submit through the App is managed under our Privacy Policy. You are responsible for the content you post, the outcomes of your interactions within the public areas of the App, and any reliance you place on communications found there. Neither NOVUM nor its licensors are responsible for consequences arising from user-generated communications in public areas.
If you feel threatened, or believe someone else may be in danger, contact your local law enforcement agency immediately. For any potential medical emergency, call your doctor or local emergency services.
By using the App, you agree to comply with all applicable local, state, national, and international laws, regulations, and relevant codes. You also agree not to use the App for any purpose that is prohibited under this Agreement and remain responsible for all activity carried out through your Account.
(b) You agree that engaging in any of the following actions constitutes a material breach of this Agreement.
You shall not:
(i) resell, rent, lease, loan, sublicense, distribute, or transfer your rights to the App;
(ii) modify, reverse engineer, decompile, or disassemble the App;
(iii) copy, adapt, translate, alter, or create derivative works of the App without written authorisation from NOVUM;
(iv) permit others to use your Account or access the App outside the terms of this Agreement;
(v) circumvent or disable any technological protection measures within the App;
(vi) use the App with any device, program, or service designed to bypass technological controls protecting copyrighted content;
(vii) use or access the App to gather data for a competing product or service;
(viii) use your Account to advertise, solicit, or transmit commercial messages, including chain letters, spam, or repetitive communications;
(ix) use your Account to engage in illegal activity;
(x) upload or transmit content that infringes or violates the rights of any party
(xi) upload media containing hate speech, abusive or offensive content, obscenity, pornography, sexually explicit material, or any content that may create civil or criminal liability or conflict with this Agreement or the Privacy Policy;
(xii) upload material that contains viruses, malicious code, or anything designed to disrupt or damage software, systems, websites, or the App;
(xiii) use any feature, data, or content within the App or website to diagnose, treat, cure, or mitigate any medical condition.
(c) Any forbidden use immediately terminates your licence to access the App. NOVUM grants you permission to use the App on the condition that you comply with this Agreement. If you violate these Terms, your permission to use the App is revoked and you will no longer be authorised to access it.
12. NOVUM Community
(a) NOVUM provides several community and communication channels, including:
- a private Facebook Group for 1:1 coaching clients
- a group chat within the App for 8-week challenge members
- a two-way 1:1 App chat for coaching clients to communicate with their coach
These spaces allow users to share experiences, offer support, and engage with NOVUM content.
(b) Our intention is for community spaces to feel supportive, informative, and enjoyable. To encourage this environment, NOVUM may invite users to comment, react, or participate in discussions.
(c) Content shared within NOVUM community spaces will not be indexed or displayed by search engines or outside NOVUM platforms without prior explicit written consent from all relevant parties.
(d) Users may participate in community discussions only within the designated NOVUM platforms. Direct messaging between users is not available, except for the dedicated 1:1 coaching chat for coaching members and the challenge group chat for challenge members.
(e) All community spaces are moderated. NOVUM may delete content that does not meet our guidelines. For inquiries regarding moderation, contact support@novumpcos.com.
(f) As a community member, you agree not to:
- post rude, harassing, insulting, discriminatory, provocative, or offensive comments
- post abusive, obscene, pornographic, infringing, or otherwise unlawful materials, including links
- share hate speech, political or religious commentary, or content that may harm or intimidate others
- provide medical advice, claim to be a healthcare professional, or offer diagnostic or treatment suggestions
- share personal or sensitive information about yourself or others
NOVUM reserves the right to:
- remove any inappropriate, harmful, or irrelevant comments or materials
- edit or delete comments containing personal data such as names, addresses, or emails
- restrict or ban your access to community spaces if your conduct violates the Terms of service
- move, modify, or otherwise manage discussions and content as required
- block or moderate comments at our discretion
- disable community features at any time without prior notice
(g) Information shared in NOVUM community spaces, whether by users or moderators, is not medical advice, diagnosis, or treatment guidance. Always seek advice from a licensed healthcare professional regarding your health. Users are not healthcare professionals, and their recommendations may be inaccurate or unsuitable for your needs. Community Rules form part of this Agreement, and by using NOVUM community spaces, you agree to follow them.
(h) To the maximum extent permitted under applicable law, NOVUM disclaims liability for any direct or indirect consequences arising from user-generated information, links, materials, actions, inactions, or violations of applicable laws within community spaces.
13. Licence to User Content
The App allows you to submit questions, share thoughts, upload or post content, participate in circles, and log information within the App (collectively referred to as “User Content”). You retain full ownership of all User Content you upload or submit.
By providing User Content through the App, you:
(a) grant NOVUM a non-exclusive, transferable, sublicensable, worldwide, royalty-free licence to use, copy, display, perform, modify, adapt, create derivative works from, distribute, and otherwise utilise your User Content for the purpose of operating, improving, and providing the App and related services. This licence also includes use for NOVUM’s promotional or educational purposes, such as displaying anonymised or authorised content on the website, within the App, or on social media, subject to the Privacy Policy; and
(b) agree to indemnify NOVUM and its affiliates, directors, officers, and employees against any claims, losses, damages, liabilities, or expenses (including reasonable legal fees) arising from your User Content or your failure to comply with this Agreement.
(c) NOVUM may review User Content submitted to the App and may remove or restrict any content at any time, for any reason, without prior notice, at its sole discretion.
14. Use At Your Own Risk
(a) The App is designed to make certain health-related information easier to access and understand. It does not guarantee any specific health outcomes, improvements, or results.
(b) Your use of the App, including all information, insights, predictions, or suggestions provided within it, is entirely at your own risk. NOVUM does not make any representation or warranty regarding the accuracy, completeness, or usefulness of any data or information supplied through the App.
You acknowledge and agree that the App is not a medical or scientific device, and it is not intended to function as a healthcare provider or replace professional medical advice, diagnosis, or treatment.
15. Changes & Updates To Platform, Terms Of Use
NOVUM may delete or modify any feature or part of the Platform at any time without notice. NOVUM may also revise and update these Terms of Use at any time in its sole discretion by posting an updated Terms of Use on the Platform. All such changes to the Terms of Use are effective immediately when posted and apply to all access to and use of the Platform thereafter. Your continued use of the Platform following the posting of revised Terms of Use constitutes your acceptance and agreement to the changes, which are binding on you.
16. Complaints, Governing Law And Dispute Resolution
If you have any questions, feedback or complaints, please contact the NOVUM team by email at support@novumpcos.com.
(a) These Terms of Use (including a dispute relating to its existence, validity or termination) and any non-contractual obligation or other matter arising out of or in connection with it are governed by Australian law. The courts of Australia have exclusive jurisdiction to settle any dispute arising from or connected with these Terms of Use.
(b) If you are a consumer for the purposes of the laws of the country of which you are resident, you may benefit from any mandatory provisions of such laws. Nothing in these Terms of Use affects your rights as a consumer to rely on such mandatory provisions of law.
(c) When you contact us, we expect our staff to be polite and respectful. We expect the same of you. If you are rude to, abuse, or threaten our staff we may restrict you to contacting us by email or refuse to support you further. If your behaviour suggests a risk to our staff, our community, or our business, we may suspend your account and escalate the matter to law enforcement.