Customer Terms of Service

Parties: This Agreement is between aglow (Payleadr Pty Ltd) ("aglow", "we", "us") and the business or entity ("Clinic", "you") that has created an account and successfully completed onboarding through our online SaaS platform and service.

1. Agreement and Acceptance

By creating an account on our platform and completing the onboarding process, you agree to be bound by this Agreement.

2. Definitions

Key terms used in this Agreement are defined in the Glossary (Appendix A).

3. Account Verification and Platform Access

We may accept or reject a business account at our discretion. You must provide any additional documentation or verification we request. Once we have verified your details and determined that you are a legitimate business, we will send an invitation to access your portal and set a password. Access to Services begins when your application has been approved.

4. Provision of Services

We grant you access to aglow’s platform to create and manage Memberships. These Memberships may relate to either fixed-term treatment plans or ongoing subscriptions:

• Treatment plans: Usually fixed-term Memberships (e.g. 6 months) with pre-defined treatment inclusions that end automatically after the minimum term unless they have been set to auto-renew;
• Subscriptions: rolling Memberships that renew automatically and can be cancelled in accordance with the minimum term, they may need to give notice. Subscriptions typically offer the same service on a recurring basis.
• Treatment wallet: Clients make regular contributions to build a balance locked to your clinic, redeemed via tap-to-pay at point of purchase. Clients may adjust or pause contributions at any time.

You define and offer these Memberships to your Clients based on your service model. The platform enables you to:

• Set up and define your Membership offerings;
• Configure pricing and frequency of payments;
• Invite Clients, which facilitates their sign up and consent to payment terms;
• View, manage, and cancel Memberships;
• Track payment history and status.

The platform guides you through each of these steps and is designed to support compliance with your obligations under this Agreement.

In addition to platform access, aglow manages Member payments, handles settlement to your nominated account, and provides Member support such as updating payment details. We also provide the legal framework for your Memberships through standardised terms that your Clients agree to as part of the sign-up process.

5. Membership Configuration and Payment Processing

• All payment amounts are calculated automatically by the aglow platform based on the Membership configuration you define. Clients enter and manage their own payment details via their secure Member portal. You do not have access to this process and are not responsible for inputting or managing Client payment details directly.
• Memberships must relate solely to lawful goods or services provided by you.

5.1: Service Delivery Obligation
You agree to deliver all goods and services committed to under each Membership for its entire duration. You are solely responsible for any refunds or remedies owed to the Client in relation to non-delivery.

5.2 Treatment Wallet Specific Terms

Where you offer Treatment Wallet Memberships:

a) Fund Custody: Client contributions are held by Vault Payment Solutions Group Pty Ltd (“Vault”) until redeemed at point of service. You receive payment only when the Client taps to pay for goods or services. Wallet balances remain Client property and do not constitute a liability on your balance sheet.

b) No Expiry: Wallet balances have no expiry date. Clients may maintain a balance indefinitely.

c) Refund Policy Compliance: You must honour the Treatment Wallet refund policy, including automatic refunds for clinical unsuitability as determined by a licensed practitioner, and transfer options in the event of business closure.

d) Client Communication on Closure: In the event of business closure, you are responsible for notifying your Treatment Wallet Clients that they may nominate a transfer of their wallet balance to another clinic within the aglow network. aglow will facilitate the transfer or refund process once notified of your closure.

e) Regulatory Compliance: You are solely responsible for ensuring your promotion and use of Treatment Wallet complies with all applicable advertising regulations, including but not limited to TGA and AHPRA requirements for prescription-only treatments. You must not advertise Treatment Wallet as pre-purchasing treatments or guaranteeing treatment outcomes.

6. Use of the Platform

Access credentials must be kept secure. You are liable for any activity on the platform under your login or that of your authorised users.

7. Fees

7.1 Platform Subscription Fees

Your access to the aglow platform begins with a 14-day free trial once your application has been approved. After this period, a subscription fee for the use of the platform will be charged in accordance with the pricing published on our website.

7.2 Member Fees

Treatment Plans and Subscriptions: Member fees are charged at the time of Membership creation and continue to be charged as scheduled throughout the duration of the Membership. These fees are collected from Clients and processed through our payment infrastructure.

By default, member fees are passed on to the Member; however, you may elect to absorb the aglow membership service fee on behalf of your Members, in which case the applicable fee amount will be deducted from your settlement.

Treatment Wallet: Member fees are calculated based on the amount redeemed and invoiced to you retrospectively on a monthly basis. These fees will be charged to your card on file as part of your subscription billing. You may elect to pass these fees on to your Members or absorb them as part of your service offering.

7.3 Treatment Wallet Setup Fee 

A one-time non-refundable setup fee applies when you subscribe to the Treatment Wallet. This fee is charged once and covers the initial configuration, digital card creation, and integration of the Treatment Wallet system for your clinic. The setup fee amount is published on our website and invoiced separately from your ongoing platform subscription.

We may change our fees with 30 days' notice. You may terminate the agreement before the change takes effect if you do not agree. 

8. Your Obligations

You agree to:

• Comply with applicable laws.
• Keep all Memberships and related Client data confidential.
• Promptly update your business or contact details.

8.1 Clinic Closure Notification
You must notify us at support@getaglow.co if you intend to close your business, cease operating, or can no longer provide services under any active Membership. This notification must be sent at least 7 business days in advance, and include your planned closure date and contact information for Client inquiries.

9. Payment Failures and Chargebacks

Clients may dispute a payment by raising a chargeback or direct debit claim with their bank or card issuer. Where this occurs, aglow will liaise with the relevant financial institution and provide any supporting evidence collected during the client sign-up and membership management process to help resolve the matter.

The outcome of a chargeback or direct debit claim is decided solely by the client’s bank or card issuer. Their decision is final and cannot be appealed.

If a chargeback or claim is successful, the disputed amount will be debited from aglow, along with a claim fee of up to $25.00 per dispute. These amounts will then be recovered by debiting your settlement account or offsetting them against future settlements.

You are responsible for resolving any underlying dispute with the client and must ensure there are sufficient funds in your settlement account to cover any chargebacks, claim fees, or related costs. You must also reimburse aglow for any such amounts that cannot be recovered from your current settlement balance.

If, in our reasonable opinion, there is an increased risk of chargebacks, direct debit claims, or unpaid claim fees, we may suspend, withhold, or offset future settlements, in whole or in part, until any disputed amounts and associated costs have been resolved. We may also withhold payouts to maintain a reserve against potential future chargeback events.

9.1 Fund Responsibility on Closure

In the event of closure or termination of this Agreement, you remain responsible for:

• Treatment Plans and Subscriptions: delivering all pre-paid services or refunding Clients accordingly
• Treatment Wallet: notifying your Clients that they may nominate a transfer of their wallet balance to another clinic within the aglow network or contact aglow for a refund. aglow will facilitate transfers or refunds once notified of your closure in accordance with Section 8.1.

We may notify Clients of your closure and provide them with your last known contact details.

9.2: Right to Cancel Payment Instructions
We reserve the right to suspend or cancel Payment Instructions if we become aware of your business closure, insolvency, or inability to deliver services.

10. Warranties

You warrant that:

• You are legally entitled to receive Client payments.
• You are not insolvent.
• You have authority to bind the business to this Agreement.

11. Suspension and Termination

We may suspend or terminate access to the platform for breaches, insolvency, or unlawful use. You may terminate by giving 30 days' notice unless immediate termination rights apply.

11.1: Post-Termination Client Responsibilities
Upon termination, you must continue to deliver any services already paid for or issue refunds. This clause survives the end of the Agreement.

12. Confidentiality and Intellectual Property

You must keep the terms of this Agreement confidential. You receive a limited, non-transferable license to use the platform.

13. Liability and Indemnity

You indemnify aglow against any claims resulting from your breach of this Agreement or failure to deliver services.

14. Miscellaneous

This Agreement is governed by the laws of New South Wales. Notices may be sent electronically. We may update this Agreement with 30 days’ notice.

Appendix A - Glossary

Account
The business profile created by the Clinic on the aglow platform following successful onboarding and verification.

Agreement
This document, including all appendices and referenced policies, which governs the relationship between aglow and the Clinic.

aglow / we / us / our
Refers to Payleadr Pty Ltd, the provider of the aglow software platform and related services.

Business Closure
The permanent or temporary cessation of operations by the Clinic, including circumstances where the Clinic is insolvent, ceases trading, or no longer provides services under active Memberships.

Chargeback
A reversal of a payment initiated by a Client through their bank or card issuer, resulting in the deduction of the disputed amount and applicable fees from aglow or the Clinic.

Client / Member
An individual who purchases or subscribes to goods or services from the Clinic under a Membership facilitated by the aglow platform.

Client Portal / Member Portal
The secure online area where Clients can manage their payment details, view active Memberships, and access their transaction history.

Confidential Information
Any non-public information disclosed between the parties under this Agreement, including but not limited to business, financial, technical, or client data.

Fees
Charges payable by the Clinic to aglow for use of the platform and services, including subscription, transaction, setup, and other service fees as published on the aglow website.

Fund Custody
The process by which Client contributions to a Treatment Wallet are held in trust by Vault (or another nominated financial custodian) until redeemed for goods or services.

Insolvency
A situation where the Clinic is unable to pay its debts as they fall due, or is subject to liquidation, administration, or similar proceedings.

Member Fees
Fees applied to Membership transactions, either passed on to Clients or absorbed by the Clinic, as outlined in Section 7.2 of this Agreement.

Membership
A contractual arrangement between a Clinic and its Client created through the aglow platform. It may take the form of a Treatment Plan, Subscription, or Treatment Wallet.

Membership Configuration
The parameters defined by the Clinic for each Membership type, including term, price, inclusions, frequency, and cancellation terms.

Payment Instruction
An automated or recurring debit request generated by the aglow platform on behalf of the Clinic to collect payments from Clients.

Platform / Services
The aglow software-as-a-service (SaaS) platform, associated tools, and managed payment infrastructure provided to the Clinic for the creation and management of Memberships.

Settlement Account
The bank account nominated by the Clinic to receive funds from processed Membership payments, minus applicable fees or deductions.

Subscription
A rolling, automatically renewing Membership that continues until cancelled in accordance with the notice and minimum term requirements set by the Clinic.

Treatment Plan
A fixed-term Membership (typically for a defined period such as six months) that includes a pre-determined package of treatments or services. It ends automatically at the conclusion of the minimum term unless renewed.

Treatment Wallet
A digital wallet linked to a Client’s profile that allows for regular contributions toward a balance, redeemable only at the issuing Clinic for eligible goods or services. Balances are held by Vault and remain Client property until redemption.

Vault
Vault is Vault Payment Solutions Group Pty Ltd, and is 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 Card provided with the Treatment Wallet. When providing financial services in relation to the Card, Vault acts on behalf of EML.

You / your / Clinic
The business or entity that has entered into this Agreement with aglow and has access to the platform to manage Memberships.
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CLINIC FACT-SHEET:

Why These Clauses Matter:

• Service Delivery Obligation: Ensures clinics are held accountable for prepaid treatments, protecting Clients and aglow from reputational or legal fallout.
• Closure Notification: Allows aglow to act quickly to stop payments and support affected Clients.
• Cancellation of Payment Instructions: Protects Clients from paying for services that will not be delivered.
• Post-Termination Responsibilities: Ensures that Client funds are not lost even if a clinic contract ends.

What Clinics Need to Do:

• Let us know early if you are planning to close.
• Keep your Settlement Account funded to cover any outstanding obligations.
• If you do close, communicate with Clients and be prepared to issue refunds.

These changes align with consumer law, reduce risk of chargebacks and disputes, and build trust with your Clients and the aglow network.