Terms of Use

These terms apply to your use of customdose.com.au and the services provided through it by CustomDose Compounding (ABN 61 699 099 888, "CustomDose", "we", "us"). By using the site you agree to them. If you don't agree, please don't use the site.

1. About our services

CustomDose is an Australian compounding pharmacy. Through this site you can upload a prescription, request a personalised (compounded) preparation, buy ready-made non-prescription products, and — for verified prescribers and partner pharmacies — use dedicated portals. Nothing on the public site is medical advice or an offer to supply a prescription medicine. All requests are assessed by a registered pharmacist, and compounded medicines are only prepared where there is no suitable commercially available product, in accordance with the Pharmacy Board of Australia's Guidelines on compounding of medicines and applicable law.

2. Requests, assessment and payment

• Submitting a request or prescription does not create a contract to supply. Our pharmacist may approve, decline, ask for more information, refer you to a prescriber, or recommend a commercial product instead. We may decline any request at our professional discretion.
• If a request is approved you will receive a price and a secure payment link. No payment is taken until you choose to pay, and preparation starts only after payment is received.
• Prices are in Australian dollars. Compounded medicines supplied on prescription are generally GST-free; GST is shown where it applies.
• You must provide accurate, complete information. Supplying false or misleading information (including about prescriptions or your health) may endanger your safety and may be an offence.
• Prescription items require a valid prescription. Where the law requires the original paper prescription, supply may be delayed until we receive it. You remain free to have any prescription dispensed at a pharmacy of your choice.

3. Shop orders

• Shop products are non-prescription. Orders are confirmed when payment is completed; we will email confirmation and, when dispatched, a dispatch notice.
• Delivery is Australia-wide by carriers we select; timeframes shown are estimates. Risk in goods passes on delivery.
• Consumer guarantees. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product is faulty, not as described or unsafe, contact us and we will provide a remedy (repair, replacement or refund) as the law requires. Because of their nature, medicines and personal-care products cannot be returned for change of mind once dispatched.
• Members' pricing applies only to orders placed while signed in to a members account.

4. Compounded medicines

• Compounded medicines are prepared for an individual patient and are not evaluated by the Therapeutic Goods Administration in the way registered medicines are. They are prepared according to professional standards, with a beyond-use date on the label.
• Because they are made specifically for you, compounded medicines cannot be returned or refunded once preparation has started, unless they are faulty or we have made an error. If something is wrong with your medicine, contact us immediately.
• Follow the label directions and counselling information. Report any adverse effects to us and your doctor.

5. Accounts

• You are responsible for keeping your login secure and for activity under your account. Tell us promptly if you suspect unauthorised access.
• We may suspend or close accounts that are misused, used to submit false information, or inactive for an extended period, and we may refuse service where necessary to comply with the law or protect safety.

6. Prescriber portal

• The prescriber portal is available to AHPRA-registered medical practitioners and nurse practitioners and to registered veterinarians whose registration we have verified. It is a professional workflow tool: prescribing decisions, compliance with your jurisdiction's prescribing and record-keeping requirements, and clinical records remain your responsibility. The portal is not a substitute for your practice records.
• Formulary and protocol information in the portal is provided for verified prescribers and must not be reproduced publicly. Scripts generated in the portal are emailed to CustomDose for convenience; the patient may have them dispensed at any pharmacy.
• We do not pay prescribers, and prescribers pay nothing to use the portal.

7. Partner pharmacy portal

• Partner pharmacies use the portal to order compounded medicines for their patients on a trade account. The partner pharmacy is responsible for the validity of the prescriptions it submits, for the accuracy of patient details, and for supplying and counselling its own patients.
• Orders marked "compound now" are accepted for preparation once received; quotes are only prepared once accepted in the portal. Prices are as quoted or as set at review before shipping.
• We invoice partner pharmacies monthly for orders shipped, plus any prior balance. Payment terms are as stated on the invoice (currently 14 days). We may pause new orders on accounts with overdue balances.

8. Intellectual property and acceptable use

The site, its content, formulations, builders and branding are owned by or licensed to CustomDose. You may use the site for its intended purposes only, and must not scrape it, interfere with its security, or use it to send unlawful or misleading material.

9. Liability

To the extent permitted by law (and without limiting your rights under the Australian Consumer Law), we are not liable for loss arising from your reliance on general information on the site, from delays outside our control (including carrier delays and ingredient shortages), or from inaccurate information you provide. Our liability for any goods or services is otherwise limited to re-supplying them or refunding their price.

10. Privacy

Our handling of personal and health information is described in our Privacy Policy.

11. General

These terms are governed by the laws of Victoria, Australia. We may update them from time to time; the current version is published on this page. If any part is unenforceable the rest continues to apply.

Contact: CustomDose Compounding · 1/538 Mountain Highway, Bayswater VIC 3153 · pharmacy@customdose.com.au