Terms of Service

Important Health and Safety Disclaimer

Read this before using NORMA Health.

NORMA Health is a wellness information tool only. It does not provide medical advice, diagnosis, clinical guidance, or treatment recommendations of any kind. It is not a medical device under the Therapeutic Goods Act 1989 (Cth).

Nothing in NORMA should be used to make decisions about your health or the health of others. Always consult a qualified healthcare professional for any medical concerns. Never delay seeking, disregard, or discontinue professional medical advice because of anything you read or receive through NORMA.

In a medical emergency, call 000 immediately.

1. About These Terms

These Terms of Use (“Terms”) form a legally binding agreement between you and Trimation Pty Ltd trading as NORMA Health ABN 82 626 516 952 (“Trimation”, “we”, “us”, “our”) governing your access to and use of the NORMA mobile application and any associated services (“the App”, “NORMA”, “the Service”).

By downloading, installing, or using NORMA, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the App.

These Terms are governed by the laws of Queensland, Australia. Nothing in these Terms limits any rights you have under the Australian Consumer Law (“ACL”) that cannot be excluded or limited by agreement.

2. Description of Service

NORMA is a personal wellness companion application. The Service provides:

• Contextual wellness information based on health information you provide
• Reassurance and escalation guidance based on commonly reported experiences
• Menstrual cycle and period tracking
• Multiple care profile management for yourself and family members
• Document and health record storage
• AI-powered wellness information accessed via secure server-side processing

NORMA does not:

• Diagnose, treat, cure, or prevent any medical condition
• Recommend medications, dosages, or treatments
• Provide clinical or therapeutic advice
• Replace the professional judgement of any qualified healthcare provider
• Constitute a medical device as defined under Australian law

The information provided through NORMA is drawn from publicly available health information sources and is intended for general informational purposes only. Individual circumstances vary and information provided may not reflect your specific situation.

3. Not a Medical Device

NORMA is not a therapeutic good and is not registered or listed on the Australian Register of Therapeutic Goods (ARTG). It is not intended to be used for the diagnosis, prevention, monitoring, prediction, or treatment of any disease, injury, or disability.

If you believe you require a medical device or clinical tool, please consult your healthcare provider.

4. Eligibility

You must be at least 18 years of age to create a NORMA account and accept these Terms.

If you create or manage profiles for minors under your care, you:

• Must be the parent or legal guardian of that minor
• Accept full responsibility for their use of the App
• Warrant that your use on their behalf complies with these Terms
• Take responsibility for the accuracy of all information entered for that minor

We reserve the right to terminate accounts where we have reason to believe eligibility requirements have not been met.

5. Account Registration and Security

To access NORMA’s features you must register an account. When registering you agree to:

• Provide accurate, current, and complete information
• Maintain and promptly update your information as required
• Keep your login credentials confidential and not share them with others
• Notify us immediately at support@normahealth.com.au if you suspect unauthorised access to your account
• Accept responsibility for all activity that occurs under your account

We reserve the right to suspend or terminate accounts where we reasonably believe account security has been compromised or these Terms have been breached.

6. Licence to Use the App

6.1 Grant of Licence

Subject to these Terms, we grant you a limited, personal, non-exclusive, non-transferable, revocable licence to download and use NORMA on devices you own or control, for personal non-commercial purposes only.

6.2 App Store Distribution

NORMA is made available through the Apple App Store and Google Play Store. Your use of the App is also subject to the terms of the relevant app store from which you downloaded the App. In the event of any conflict between those terms and these Terms, these Terms will apply to the extent permitted.

For Apple App Store users: Apple is not a party to these Terms and has no obligation to provide any maintenance or support for NORMA. In the event of any failure of NORMA to conform to any applicable warranty, you may notify Apple and Apple will refund the purchase price, if any. Apple has no other warranty obligation. Apple is not responsible for addressing any claims relating to NORMA.

6.3 Restrictions

You must not:

• Copy, reproduce, modify, translate, or create derivative works of the App or any part of it
• Reverse engineer, decompile, disassemble, or attempt to derive the source code of the App
• Rent, lease, sell, sublicense, transfer, or otherwise distribute the App to any third party
• Remove or alter any proprietary notices, labels, or marks on the App
• Use the App to develop a competing product or service
• Use automated scripts, bots, or other tools to access the App
• Attempt to gain unauthorised access to any part of the App or its infrastructure

7. Acceptable Use

You agree to use NORMA only for lawful purposes and in accordance with these Terms. You must not:

• Use the App as a substitute for emergency medical services or professional healthcare
• Input false, misleading, or fraudulent health information
• Use the App in any way that could harm yourself or others
• Use the App for any commercial purpose without our express written consent
• Attempt to interfere with, disrupt, or damage the App or its servers
• Use the App in violation of any applicable Australian or international law
• Impersonate any person or entity or misrepresent your identity or affiliation

We reserve the right to suspend or terminate access to any user who we believe has violated these requirements.

7.1 Prohibited Usage Patterns

The following activities constitute misuse of the Service:

• Creating multiple accounts to circumvent subscription tier limits
• Using automated tools, bots, or scripts to access the Service
• Deliberately inputting false or misleading information to manipulate AI responses
• Sharing account credentials with multiple users (family members on the same account are permitted under Household/Extended plans)
• Attempting to reverse engineer, exploit, or compromise the App’s security
• Using the Service in a way that causes excessive load on our systems beyond normal usage patterns
• Any attempt to defraud, deceive, or gain unauthorised access to paid features

Violation of these prohibitions may result in immediate suspension or termination of your account without refund.

8. Health Information and AI-Generated Content

8.1 Wellness Information Only

All content, responses, and information generated by NORMA is for general wellness and informational purposes only. It is not medical advice. It is based on commonly reported experiences and publicly available health information sources, not on clinical assessment of your individual circumstances.

8.2 Accuracy

While we take reasonable care to ensure the quality of information sources used by NORMA, we do not warrant that any information provided through the App is accurate, complete, current, or suitable for your specific circumstances. Health information changes over time and individual situations vary significantly.

8.3 No Clinical Relationship

Your use of NORMA does not create a patient-provider relationship, a therapeutic relationship, or any professional relationship between you and Trimation or any of our personnel.

8.4 Escalation

NORMA is designed to identify certain responses that may indicate urgent need and guide you toward appropriate professional care. This escalation function does not constitute medical triage and should not be relied upon as a substitute for professional assessment.

8.5 Third-Party AI Processing

AI-powered responses within NORMA are processed via secure server-side infrastructure. No API keys or model access credentials are stored on your device. AI responses are constrained by server-side safety instructions and are not free-form medical reasoning.

9. Subscription Plans and Billing

9.1 Free Tier

NORMA offers a free tier with limited features including one profile and limited AI wellness checks per month. No payment is required for the free tier.

9.2 Paid Plans

NORMA offers several paid subscription plans.  All prices are in Australian Dollars (AUD) and are inclusive of GST where applicable. We reserve the right to change pricing with reasonable notice to existing subscribers.

9.3 Billing and Payment

Paid subscriptions are processed by Stripe. By subscribing to a paid plan you authorise Trimation to charge your nominated payment method on a recurring basis at the applicable subscription rate. Subscriptions automatically renew at the end of each billing period unless cancelled prior to the renewal date.

9.4 Cancellation by You

You may cancel your subscription at any time through:

• The App’s subscription management settings
• The Stripe Customer Portal
• Contacting us at support@normahealth.com.au

When you cancel:

• Cancellation takes effect at the end of your current billing period
• You will retain access to paid features until that date
• No refund will be provided for the unused portion of your current billing period
• No cancellation fees apply
• Your account will automatically revert to the free tier unless you delete your account

9.5 Cancellation by Us

We may cancel your subscription in the following circumstances:

• Breach of these Terms (Section 7: Acceptable Use)
• Fraudulent activity or misuse of the Service
• Payment failure after reasonable attempts to resolve
• Discontinuation of the Service (Section 14)

If we cancel your subscription:

• We will provide at least 7 days’ written notice unless immediate termination is required for security or legal reasons
• You will receive a pro-rata refund for any unused days in your current billing period, calculated on a daily basis
• The refund will be processed to your original payment method within 14 business days
• If cancellation is due to your breach of Terms, we reserve the right to withhold refunds to the extent permitted by law

9.6 Refunds and Consumer Rights

Nothing in this section limits your rights under the Australian Consumer Law, including your right to a refund where:

• The Service has a major failure (e.g., does not work at all, is significantly different from what was described, or is unsafe)
• We do not provide the Service within a reasonable time
• We engage in misleading or deceptive conduct

To request a refund under the ACL, contact support@normahealth.com.au.

9.7 Price Changes

We may change subscription pricing from time to time. For existing subscribers:

• We will provide at least 30 days’ written notice before any price increase takes effect
• Notice will be sent to your registered email address
• You have the right to cancel your subscription without penalty at any time before the new price takes effect
• If you cancel before the price increase, you will continue at your current price until the end of your current billing period, then your subscription will end
• If you do not cancel, your continued use of the paid subscription after the notice period constitutes acceptance of the new pricing
• Price decreases take effect immediately and do not require notice

This clause does not limit your rights under the Australian Consumer Law.

9.8 Usage Limits and Additional Charges

Each subscription tier includes defined usage limits. If you exceed your subscription tier’s limits:

• We will notify you via email and in-app notification
• You will be prompted to upgrade to a higher tier
• Continued excessive usage may result in temporary restriction of features until you upgrade or your usage period resets

We do not charge additional fees for usage above your tier limits. Instead, we may:

• Temporarily restrict access to features until you upgrade
• Require you to upgrade to a higher tier to continue using the Service
• Suspend your account if usage is abusive or fraudulent (see Section 9.9)

9.9 Fraudulent or Abusive Usage

We reserve the right to immediately suspend or terminate accounts that engage in:

• Automated or scripted usage that exceeds reasonable human use
• Attempting to circumvent usage limits through multiple accounts
• Sharing accounts in violation of these Terms
• Using the Service to cause harm to our systems or other users
• Any form of fraud or misrepresentation

If we identify fraudulent or abusive usage:

• We will suspend the account immediately
• We will investigate the activity
• We may terminate the account without refund
• We may pursue legal remedies for actual damages incurred, including but not limited to:
  – Cost of investigating and remediating the abuse
  – Infrastructure costs directly attributable to the abusive usage
  – Legal fees and court costs

Any charges for damages must be a genuine pre-estimate of our actual losses and will not exceed the demonstrable costs incurred as a result of the abusive behaviour.

This section does not limit our rights to pursue other remedies available under Australian law.

10. Your Content and Data

10.1 Ownership

You retain ownership of all health information, notes, and personal data you input into NORMA (“Your Content”). You grant us a limited licence to process and store Your Content solely for the purpose of providing the Service to you.

10.2 Accuracy

You are responsible for the accuracy and completeness of all information you enter into NORMA. We rely on the information you provide to generate contextual wellness responses. Inaccurate information may affect the quality of responses you receive.

10.3 Data Export and Deletion

You may request an export of your data or deletion of your account at any time through the App’s Settings or by contacting us at privacy@normahealth.com.au. Account deletion will result in permanent removal of your data in accordance with our Privacy Policy.

10.4 Storage Limits

Storage limits apply by subscription tier. We will notify you if you approach storage limits and reserve the right to restrict uploads until storage is within limits.

11. Privacy

Your use of NORMA is governed by our Privacy Policy, available at normahealth.com.au/privacy. Our Privacy Policy explains how we collect, use, store, and protect your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Health information is sensitive information under Australian law and is handled accordingly. By using NORMA you consent to the collection and handling of your information as described in the Privacy Policy.

12. Intellectual Property

All intellectual property in NORMA, including but not limited to software, design, content, trademarks, logos, and the NORMA name, is owned by or licensed to Trimation Pty Ltd. All rights are reserved.

Nothing in these Terms transfers any intellectual property rights to you. You may not use our trademarks, logos, or brand assets without our prior written consent.

If you believe any content in the App infringes your intellectual property rights, please contact us at legal@normahealth.com.au.

13. Third-Party Services and Links

The App may integrate with or link to third-party services including payment processors, cloud infrastructure, and AI providers. We are not responsible for the content, privacy practices, or terms of any third-party services. Your use of third-party services is at your own risk and subject to their own terms.

Third-party services currently used by NORMA include Stripe (payments) and Supabase (data infrastructure). Links to third-party services do not constitute endorsement.

14. Service Availability and Changes

We aim to make NORMA available at all times but do not guarantee uninterrupted access. The App may be unavailable due to maintenance, updates, or circumstances outside our control.

We reserve the right to:

• Modify, suspend, or discontinue any feature of the App at any time
• Update these Terms with reasonable notice to users
• Change subscription pricing with at least 30 days’ notice to existing subscribers

We will endeavour to notify you of material changes via the App or email. Continued use of NORMA after changes constitutes your acceptance of the updated Terms.

15. Disclaimer of Warranties

To the maximum extent permitted by law, NORMA is provided “as is” and “as available” without warranty of any kind, whether express or implied. We do not warrant that:

• The App will be error-free, uninterrupted, or free of harmful components
• Any information provided through the App will be accurate, complete, or current
• The App will meet your specific requirements or expectations
• Any defects will be corrected

Nothing in this clause excludes any consumer guarantee or warranty that cannot be excluded under the Australian Consumer Law.

16. Limitation of Liability

16.1 General Exclusion

To the maximum extent permitted by law, Trimation excludes all liability for:

• Any health outcome, decision, or action taken in reliance on information provided through NORMA
• Reliance on NORMA as a substitute for professional medical advice or care
• Any indirect, consequential, special, incidental, or punitive loss or damage
• Loss of data, profits, revenue, or business opportunity

16.2 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement. Where we are permitted to limit our liability for breach of a consumer guarantee, our liability is limited to re-supplying the service or paying the cost of having the service re-supplied.

16.3 Health-Specific Limitation

You expressly acknowledge that NORMA is a wellness information tool only, that health outcomes depend on many individual factors beyond the scope of this App, and that you assume full responsibility for any health decisions you make regardless of information received through the App.

17. Indemnification

You agree to indemnify, defend, and hold harmless Trimation Pty Ltd, its directors, employees, agents, and suppliers from and against any claims, damages, losses, and costs (including reasonable legal fees) arising from:

• Your use of or inability to use NORMA
• Your breach of these Terms
• Your violation of any applicable law or the rights of any third party
• Any inaccurate information you have provided through the App

18. Termination

We may suspend or terminate your access to NORMA at any time if we reasonably believe you have breached these Terms, engaged in fraudulent or harmful behaviour, or for any other legitimate operational reason, with notice where reasonably practicable.

You may terminate your account at any time through the App settings. Termination does not affect any rights or obligations that arose before termination.

Clauses relating to intellectual property, limitation of liability, disclaimers, and governing law survive termination.

18.1 Recovery of Costs

If your account is terminated due to:

• Fraudulent activity
• Deliberate system abuse or attempted exploitation
• Malicious attacks on our infrastructure
• Violation of acceptable use that causes demonstrable harm to our systems

We reserve the right to recover our actual costs incurred in investigating, preventing, and remediating such conduct, including:

• Direct infrastructure costs (server resources, bandwidth, storage)
• Security investigation and remediation costs
• Legal and professional fees reasonably incurred
• Costs of restoring normal service operations

Any costs claimed must be:

• Directly attributable to your conduct
• Reasonable and proportionate
• Supported by evidence of actual expenditure
• Limited to genuine pre-estimates of loss, not penalties

We will provide you with an itemised statement of costs before pursuing recovery. This clause does not prevent us from pursuing other legal remedies for damages beyond these costs.

19. Governing Law and Disputes

These Terms are governed by and construed in accordance with the laws of Queensland, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of Queensland for resolution of any dispute arising from these Terms or your use of NORMA.

We encourage you to contact us in the first instance to resolve any concerns before pursuing formal dispute resolution.

20. General

Entire Agreement: These Terms and our Privacy Policy constitute the entire agreement between you and Trimation regarding your use of NORMA.

Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force.

Waiver: Our failure to enforce any provision of these Terms does not constitute a waiver of our right to enforce it in the future.

Assignment: You may not assign your rights under these Terms without our prior written consent. We may assign our rights to a successor entity in connection with a merger, acquisition, or sale of assets.

No Agency: Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and Trimation.

21. Contact

For questions about these Terms, your account, or the App:

Trimation Pty Ltd Email: legal@normahealth.com.au 

Support: support@normahealth.com.au 

Privacy: privacy@normahealth.com.au 

Website: https://normahealth.com.au