aglow Treatment Wallet - Terms and conditions

These terms apply to any clinic or salon ("you", "Clinic") that enables the Treatment Wallet product for its clients through the aglow platform. They form part of your agreement with aglow (“we”, “us”, “aglow”) and should be read alongside the aglow Platform Terms and Conditions.

By enabling Treatment Wallet, you and aglow (“aglow”, “we”, “us”) agree to the terms set out below.

1. Definitions

In these terms:

"aglow" means aglow Payleadr PTY Ltd trading as aglow, the provider of the Treatment Wallet Platform.

“aglow IP” means aglow’s intellectual property rights in the Treatment Wallet Platform, aglow’s trademarks, branding, promotional materials, and any other intellectual property supplied by aglow to you in connection with the Treatment Wallet.

"Contribution" means a scheduled payment made by a Wallet Holder to their Treatment Wallet in accordance with their elected amount and frequency which accumulates as their Wallet Balance.

“Digital Card” means the digital prepaid card issued by Vault Payment Solutions in your Wallet Holders name, through which Wallet Holders access and redeem their Wallet Balance.

“Member Service Fee” means the fee charged by aglow for all transactions between a Wallet Holder and their Service Provider, calculated as a percentage of the transaction amount as published on aglow's website or notified during onboarding, and payable regardless of payment method used. 

“Perks” means additional benefits, rewards or incentives offered by the Clinic to Wallet Holders as part of the Treatment Wallet, in accordance with this Agreement. Wallet perks are a core component of the Treatment Wallet and are promoted to Wallet Holders through aglow's approved promotional materials.

“Platform Terms” means the aglow Platform Terms and Conditions published on the aglow website at www.getaglow.co/aus/customer-terms-of-service, accepted by you as part of onboarding, as updated from time to time.

"Treatment Wallet" means the product that allows Wallet Holders to make regular Contributions that accumulate as a spendable balance, redeemable for treatments and products at their Clinic, issued by Vault Payment Solutions and made available via the Treatment Wallet Platform. The Treatment Wallet is not a pre-purchase of specific treatments, a package or bundled entitlement, a guarantee of treatment, or a credit or BNPL product. 

“Treatment Wallet Platform” means aglow’s online platform through which a Clinic may offer the Treatment Wallet product to their clients, and includes:

• Contribution scheduling and administration; 
• administering Wallet Holder balance and refunds; 
• administering payments to Clinic; 
• Wallet Holder account management and Wallet Holder support. 

“Vault Payment Solutions” means Vault Payment Solutions Group Pty Ltd (ABN 66 632 373 105), an authorised representative of EML Payment Solutions Limited (“EML”) (authorised representative number 1294892) and is authorised by EML to arrange for the issue of the Digital Card provided with the Treatment Wallet. When providing financial services in relation to the Card, Vault Payment Solutions acts on behalf of EML.

"Wallet Balance" means the accumulated funds held on behalf of a Wallet Holder by Vault Payment Solutions Limited at any given time. Wallet balances do not expire, and the Wallet Holder may pause Contributions at any time.

"Wallet Holder" means a client of your Clinic who has created a Treatment Wallet through the Treatment Wallet Platform.

"Wallet Holder Agreement" means the terms and conditions agreed between aglow and each Wallet Holder, available on the aglow website www.getaglow.co and on the aglow Platform

2. Our respective roles

2.1 Our responsibility to supply of the Treatment Wallet Platform

aglow will provide the Treatment Wallet Platform on the terms of this Agreement, and subject to the following conditions.

• To the fullest extent permitted by law, the Treatment Wallet Platform is provided on an 'as is' basis without warranty of merchantability, fitness for purpose, or uninterrupted or error-free access.
• We may, at our sole discretion update or modify features of the Treatment Wallet Platform, or discontinue non-essential features.
• We are not responsible for the performance or availability of products supplied by Vault Payment Solutions.

2.2 Your responsibility using the Treatment Wallet Platform 

You are solely responsible for:

• enabling and accessing the Treatment Wallet Platform and offering the Treatment Wallet to your clients only in accordance with this Agreement and the Platform Terms;
• all clinical decisions, consultations, treatments, and retail products offered at your Clinic;
• determining clinical appropriateness of any treatment for each Wallet Holder;
• how you promote and describe the Treatment Wallet to your clients; and
• compliance with all applicable laws, regulations, and professional standards relevant to your Clinic, your marketing and promotional material, and the treatments you offer.

You acknowledge and agree that:

• Wallet Balances are held by and under the sole control of Vault Payment Solutions and neither you nor aglow has direct access to or control over them;
• you receive payment from the Wallet Balance only when a Wallet Holder uses their Treatment Wallet at your Clinic through the Treatment Wallet Platform and subject to the Refund terms in clause 7 below. 

3. Payments to Clinic

The Treatment Wallet is a prepaid Mastercard issued by Vault Payment Solutions on behalf of EML Payment Solutions. aglow administers the Treatment Wallet Platform, including Contribution scheduling and Wallet Balance management, but is not a party to redemption transactions.

When a Wallet Holder redeems their Wallet Balance, payment is processed via the Mastercard network to the Clinic's merchant service provider at the point of redemption.

4. Fees and financial arrangements

4.1 Member Service Fee

The Member Service Fee is either absorbed by the Clinic or passed on to the Wallet Holder, subject to aglow's approval during onboarding.

Where the Clinic elects to absorb the Member Service Fee, aglow will calculate the fee based on total Wallet Balance redemptions by the Clinic's Wallet Holders in the preceding calendar month and invoice the Clinic accordingly. Payment is collected from the Clinic's nominated card on file.

Where the Clinic elects to pass the Member Service Fee on to the Wallet Holder, aglow's prior written approval is required. aglow may grant or withhold this approval at its sole discretion, having regard to the value of the member benefits offered by the Clinic. Where approved, the Member Service Fee is charged to the Wallet Holder in addition to their elected Contribution amount. 

4.2 Abandoned wallets

Where a Treatment Wallet is determined to be abandoned in accordance with the Wallet Holder Agreement (clause 11.3), aglow will apply an abandonment fee of up to 5% of the remaining Wallet Balance and release the net remaining balance to the Clinic. The Treatment Wallet will then be closed.

5. Promotion and marketing restrictions

5.1 How you must position Treatment Wallet

You must only promote the Treatment Wallet as a financial contribution and budgeting tool. When communicating about Treatment Wallet to clients – whether in person, in writing, via social media, or through any other channel – you must position it as a way for clients to build a balance over time that they can use across treatments and products.

5.2 Prohibition on treatment-linked advertising

You must not use Treatment Wallet branding, imagery, or any reference to the Treatment Wallet product in any advertising or promotional material that:

• names, references, or implies a specific prescription-only or restricted treatment (including, by way of example, anti-wrinkle injections, dermal fillers, or prescription skincare);
• could reasonably be interpreted as pre-selling, pre-committing to, or guaranteeing access to a prescription treatment; or
• links financial contributions directly to a defined treatment outcome.

This restriction applies to all channels, including social media posts, in-clinic signage, email marketing, website copy, and third-party advertising.

5.4 Permitted promotion

You must only promote Treatment Wallet in connection with:

• general clinic services and non-prescription treatments;
• retail products;
• the flexibility and convenience of building a balance for a range of treatments; and
• any perks available to Wallet Holders (subject to Section 5 below).

5.5 Consequences of breach

Without limiting any other rights under this agreement, if aglow reasonably believes that you have breached this clause, it may issue a notice requiring you to remove or amend non-compliant promotional material within 48 hours of written notice.

6. Wallet Perks

6.1 Perks as part of the Treatment Wallet offer

You are responsible for setting and managing the Perks available to your Wallet Holders in accordance with these terms.

6.2 Restrictions on Perks

You must not offer Perks that incentivise or reward the receipt of Schedule 4 or other prescription-only treatments, including anti-wrinkle injections, dermal fillers, skin boosters, and other injectable services, including without limitation:

• Perks tied to the receipt of, or eligibility for, a specific Schedule 4 or prescription-only treatment;
• Perks structured around treatment-based milestones (e.g. "after your third anti-wrinkle appointment"); or
• Perks likely to encourage unnecessary or more frequent use of prescription treatments.

Perks awarded at spend-based milestones are permitted. All Wallet spend – including spend on Schedule 4 treatments – may count toward a spend milestone. However, the rewards unlocked at those milestones must apply to non-prescription treatments and retail products only.

You must not offer:

• discounted gift vouchers;
• balance transfers to third parties; or
• time-limited perks that create urgency around injectable or prescription treatments.

6.3 Required disclaimer

Where Perks may be redeemed for use on injectable or prescription treatments, you must include the following disclaimer on all Perk-related marketing materials:

“Services are subject to consultation and suitability”

6.4 aglow approval and oversight

You must obtain aglow’s written approval for all Perks before they are made available to Wallet Holders. aglow reserves the right to require you to amend or remove any perk that, in aglow's reasonable opinion, does not comply with these terms. You must action any such request within 48 hours of written notice. 

You acknowledge and agree that aglow’s approval of a Perk does not constitute any warranty or assurance of the Perk’s compliance, and that you remain solely responsible for liability arising from any Perk. 

6.5 Perk stability

Once approved, you must maintain each Perk offer for a minimum of six months. Perks must have either a specified end-date, or a 30-day notice period to Wallet Holders before expiry. aglow will support this notification via the platform where possible.

7. Clinical independence

You must ensure that Wallet Balances do not, and cannot reasonably be perceived to, influence clinical decision-making at your Clinic. 

You must ensure that:

• treating practitioners do not allow knowledge of a Wallet Balance to influence clinical assessment or decision-making;
• practitioners understand that they may decline, defer, or modify any treatment at any time for clinical reasons, regardless of a Wallet Balance; and
• your Clinic's systems and processes do not surface Wallet Balance information in clinical consultation contexts in a way that could influence practitioner judgement.

If a practitioner determines that a prescription treatment is clinically unsuitable, you must ensure the Wallet Holder is informed clearly and that their balance is handled in line with Section 7 below and the Wallet Holder Agreement.

8. Refunds

aglow will administer refunds to Wallet Holders in accordance with this clause.

8.1 Clinical unsuitability

• Where a licensed practitioner determines that a Wallet Holder is not suitable for a specific a restricted or prescription-only treatment, and the Clinic offers non-prescription treatments or retail products, the Wallet Holder's balance remains available for use on any other eligible treatments or retail products offered at your Clinic and a refund is not automatically triggered. 
• Where no suitable alternative treatments, services, or retail options are available and a Wallet Holder is assessed as clinically unsuitable, and no eligible alternative treatments or retail options are available, the Wallet Holder is eligible for a full refund of their Wallet Balance. No fee applies to you or the Wallet Holder. 

8.2 Death, hardship and exceptional circumstances

aglow administers Wallet Balance refunds in cases of death, genuine hardship, injury or illness, domestic violence, and relocation. These are managed by aglow directly with the Wallet Holder at aglow’s discretion, and you have no right to be consulted, to object, or to withhold consent to any such refund. You will be notified where relevant but are not required to take any action.

8.3 Treatment refunds

We will administer a refund to a Wallet Holder in relation to a treatment provided by the Clinic in the following circumstances.

• Where a Wallet Holder is entitled to a refund for a treatment or product by law. You remain solely responsible for any such refund obligation and aglow reserves the right to recover the refunded amount from you, including via set-off against future payments due to you.
• Where you request in writing for us to administer a refund to the Wallet Holder in respect of a specified treatment.

8.4 What is not refundable

The following are not eligible for refund of any of the Wallet Balance:

• change of mind;
• convenience; or
• buyer's remorse.

9. Fees and financial arrangements

You must pay fees, including the Member Service Fee, in accordance with the Platform Terms.

10. Change of ownership

10.1 Obligation to notify

If you sell, transfer, or otherwise change the ownership or effective control of your Clinic, whether by asset sale, share sale or otherwise, you must notify aglow in writing at least 30 days before the change takes effect (or as soon as reasonably practicable if the transaction timeline does not permit 30 days' notice).

For the purposes of this clause, a change of control occurs when a person or entity that did not previously control your Clinic acquires the ability to direct its management or operations.

aglow’s continued provision of the Treatment Wallet Platform to Wallet Holders of the Clinic following a change of control is subject to:

• aglow’s approval of the incoming owner or controller (which must not be unreasonably withheld), including assessment of whether the incoming owner meets aglow's onboarding criteria; and 
• the incoming owner entering into an agreement equivalent to this agreement with aglow. 

10.2 Wallet Holder balances on transfer

On any change of ownership, aglow will notify Wallet Holders of the change of ownership and:

• if the incoming owner is not approved, or does not agree to assume responsibility under these terms, then the relevant Wallet Holders will be notified and offered the option to transfer their balance to another aglow-enabled clinic or to close their Treatment Wallet and request a refund; and
• where the owner is approved pursuant to clause 9.1, Wallet Balances will transfer uninterrupted and may be redeemed with the new owner.

11. Service changes and closure

11.1 Reducing or changing services

If you permanently cease to offer one or more treatment or product categories that were available to Wallet Holders at the time they created their Treatment Wallet, – you must:

• notify aglow in writing at least 30 days in advance; 
• notify all affected Wallet Holders in writing at least 30 days before the change takes effect offering them the options transfer their Wallet Balance to another aglow-enabled Clinic at no cost, close their Treatment Wallet and receive a refund of their Wallet Balance, or maintain their Treatment Wallet with the Clinic, and advising that if no election is made within 30 days their Treatment Wallet will continue with the Clinic unaffected; and
• notify aglow of any Wallet Holder elections to change clinic or close their account within 7 days, which aglow will action as soon as reasonably practicable, and without cost to the Wallet Holder. 

11.2 Temporary closure

If your Clinic is temporarily closed, or you become aware that a closure is likely, you must notify aglow and Wallet Holders as soon as that is known and, where possible, before the closure commences. A temporary closure must not exceed four consecutive weeks. Where a closure is expected to exceed four consecutive weeks, it will be treated as a permanent closure and clause 10.3 will apply. 

Where you notify aglow of a temporary closure, aglow will notify affected Wallet Holders of the closure and ask whether they wish to pause their Contributions for the duration. 

11.3 Permanent closure

If you permanently close your Clinic, you must notify aglow in writing as soon as the decision is made and no later than 30 days before closure where this is reasonably practicable.

aglow may treat any of the following situations as a deemed permanent closure:

• Clinic fails to respond to aglow communications for 30 days;
• aglow receives credible reports from Wallet Holders or third parties that the Clinic is no longer operating or offering services; and/or
• a temporary closure exceeds four weeks. 

On permanent closure:

• you must cease all promotion of Treatment Wallet immediately;
• aglow will pause all active Contributions for affected Wallet Holders;
• aglow will notify all affected Wallet Holders and offer them the option to transfer their balance to another aglow-enabled clinic at no cost or close their Treatment Wallet and receive a refund of the remaining Wallet Balance.

You acknowledge that Wallet Holder balances are held by Vault Payment Solutions Limited and are not assets of your Clinic. You have no entitlement to any Wallet Balance on closure.

12. Data and privacy

You must handle all personal information of Wallet Holders in accordance with applicable privacy legislation. Clinical records remain your responsibility.

You must not use Wallet Holder contact details obtained through the aglow platform for any purpose other than managing the Treatment Wallet relationship, without the Wallet Holder's express consent.

aglow will handle all personal information in accordance with its Privacy Policy available at https://www.getaglow.co/privacy-cookie-policy.

13. Compliance with laws and professional standards

You must comply with all applicable laws, including without limitation:

• the Therapeutic Goods Act 1989 (Cth) and equivalent New Zealand legislation;
• state and territory regulations governing the administration of prescription treatments;
• the Australian Consumer Law and equivalent New Zealand consumer protection legislation;
• any applicable AHPRA guidelines or equivalent professional regulatory standards; and
• advertising restrictions applicable to prescription treatments, including those under the Therapeutic Goods Advertising Code.

aglow does not provide legal or regulatory advice. If you are uncertain about your compliance obligations, you should seek independent legal advice.

14. Term, suspension and termination 

14.1 Term

This agreement continues until terminated pursuant to this clause.

14.2 Suspension and termination by aglow

aglow may suspend your access to the Treatment Wallet Platform or terminate this agreement (at its discretion) where there is reasonable evidence of:

• breach of the promotion restrictions in Section 4;
• breach of the Perks restrictions in Section 5;
• failure to maintain clinical independence as required by Section 6;
• failure to notify aglow of a change of ownership or closure as required by Sections 9 or 10;
• fraud or attempted fraud; or
• any other material breach of these terms or the aglow Platform Terms and Conditions.

Where Clinic engages in any conduct, including in relation to promotion restrictions in clause 4, which aglow reasonably considers may be materially non-compliant with applicable laws, , aglow may suspend or terminate immediately by providing written notice.

In all other cases of termination pursuant to this clause 13.2, aglow will provide written notice and a reasonable opportunity to remedy the breach before termination.

14.3 Termination by Clinic

You may terminate this agreement by giving us at least six months’ written notice. A minimum of six months’ notice is required to protect Wallet Holders and allow for reasonable handling of Wallet Balances. aglow will notify all affected Wallet Holders of the intended termination and the date on which it will take effect, and the consequences of termination for their Wallet Balance. 

14.4 Consequences of termination

On termination of this agreement for any reason:

• you must immediately cease promoting or offering the Treatment Wallet to new or existing clients; 
• aglow will pause all active Contributions for your Wallet Holders; 
• aglow will notify all affected Wallet Holders of the termination and offer them the option to transfer their Wallet Balance to another aglow-enabled clinic at no cost, or to request a refund of their remaining Wallet Balance at the date of termination; 
• you remain liable for all obligations that arose under this Agreement prior to termination, including any outstanding member service fees and indemnity claims; 
• the following clauses survive termination: clause 14 (indemnity and liability), clause 11 (data and privacy), clause 17 (governing law), and this clause 13; 

15. Indemnity and liability

You indemnify aglow against any claim, loss, cost, or liability that aglow suffers or incurs as a result of:

• any regulatory investigation, inquiry or action brought against or involving aglow arising from your conduct in connection with the Treatment Wallet or your obligations under this Agreement;
• any misleading, deceptive, or non-compliant representation you make in connection with Treatment Wallet; 
• any claim by a Wallet Holder or regulator arising from your clinical services, service changes, or closure; 
• any loss or liability suffered by aglow as a result of your failure to meet any of your notification obligations to aglow in accordance with clauses 9 and 10; 
• any unauthorised use of aglow’s intellectual property or promotional materials outside the scope of the licence granted under clause 16; or
• any liability of aglow to Vault Payment Solutions or any other third party infrastructure provider caused by your non-compliance with this agreement, 

except to the extent that aglow caused the loss or liability.

To the extent permitted by law, aglow’s liability to Clinic is limited to the resupply of the services provided under this agreement or the payment of the costs of resupply. 

Neither party is liable to the other for any indirect or consequential loss, loss of profit, loss of revenue, or loss of data arising under or in connection with this Agreement, except in cases of fraud or wilful misconduct.

Nothing in this Agreement limits any rights that cannot be excluded or limited under applicable law.

16. Changes to these terms

aglow may update these terms from time to time with at least 30 days' written notice. Continuing to offer Treatment Wallet after changes take effect constitutes acceptance of the updated terms.

17. Intellectual Property

aglow grants you a limited, non-exclusive, non-transferable licence to use the aglow IP solely for the purpose of offering the Treatment Wallet to your clients in accordance with these terms.

This licence terminates automatically on termination of these terms. You must not modify, reproduce, or use the aglow IP for any purpose other than as expressly permitted under this licence without aglow’s prior written consent.

18. Operation of these terms with Platform Terms

These terms govern your use of the Treatment Wallet and form part of your agreement with aglow alongside the Platform Terms. Both agreements operate concurrently and have full operative effect. If there is any inconsistency between these terms and the Platform Terms in relation to the Treatment Wallet, these terms prevail.

19. Events outside our control

Neither party is liable for any failure or delay in performing its obligations under this Agreement to the extent that the failure or delay is caused by circumstances outside that party's reasonable control, including natural disasters, acts of government, regulatory change, or failure of third party infrastructure or payment systems.

Where such circumstances affect a party's ability to perform for more than [90] days, either party may terminate this Agreement by written notice, and the consequences of termination in clause 13.4 will apply.

A party seeking to rely on this clause must notify the other as soon as practicable after becoming aware of the relevant circumstances.

20. Governing law

These terms are governed by the laws of New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales.

If a dispute arises, the parties must attempt to resolve it in good faith before commencing proceedings. Nothing in this clause limits either party's right to seek urgent interlocutory relief.

21. Notices

Notices under this agreement may be delivered as follows:

• For notices to us: support@getaglow.co
• For notices to you: the email address supplied during onboarding.