Terms of service

Last updated: April 2026 | Effective: April 2026

1. Agreement to terms

By accessing or using the Cannterplatform — including our website, patient application, and delivery service — you agree to be bound by these Terms of Service (“Terms”). If you do not agree to these Terms, you must not use our service.

These Terms constitute a legally binding agreement between you and Cannter Pty Ltd (ABN [PLACEHOLDER]) (“Cannter”, “we”, “us”, “our”), a company registered in Western Australia and operated under MedEx.

2. Service description

Cannter is a pharmaceutical delivery platform that acts as a middleman between patients and licensed pharmacy partners. Our service includes:

• Enabling patients to store and manage their prescriptions digitally.
• Receiving and routing fill requests from patients to the appropriate pharmacy partner.
• Coordinating the dispensing process between patients and pharmacies.
• Providing last-mile delivery of dispensed Schedule 4 and Schedule 8 medications across the Perth metropolitan area.
• Real-time delivery tracking so patients can monitor their order status.

Cannter is not a pharmacy, not a healthcare provider, and does not provide medical advice. All clinical decisions, including dispensing, are made by our licensed pharmacy partners.

3. Eligibility

To use Cannter, you must:

• Be at least 18 years of age.
• Be an Australian resident, or be physically located in Australia at the time of use.
• Hold a valid prescription issued by a registered Australian medical practitioner for any medication you request to be filled and delivered.
• Have a delivery address within our Perth metro service area (we currently operate across 7 delivery zones within the Perth metropolitan region).

We reserve the right to refuse service if we are unable to verify your eligibility or if your delivery address falls outside our current service zones.

4. Account responsibilities

When you create a Cannter account, you agree to:

• Provide accurate, current, and complete information during registration and keep your account information up to date.
• Maintain the security of your account credentials. You are responsible for all activity that occurs under your account.
• Maintain only one account per person. Duplicate accounts may be suspended or terminated.
• Notify us immediately at hello@cannter.com.au if you suspect unauthorised access to your account.

5. Prescriptions and medications

You acknowledge and agree to the following regarding prescriptions and medications:

• Cannter does not prescribe medications. You must obtain a valid prescription from a registered Australian prescriber before requesting a fill through our platform.
• Cannter does not substitute medications. All dispensing decisions — including generic substitution, therapeutic alternatives, and clinical appropriateness — are made solely by the dispensing pharmacist at our pharmacy partner.
• The pharmacist makes all clinical decisions. Our pharmacy partners retain full professional discretion to refuse, delay, or query any prescription. Cannter does not override or influence these decisions.
• You are responsible for providing valid prescriptions. This includes ensuring prescriptions are current, have remaining repeats, and comply with all applicable regulations. We may refuse to process a fill request if the prescription cannot be verified.
• Prescription images you upload are transmitted securely to our pharmacy partners for verification and dispensing purposes only.

6. Delivery service

Our delivery service is subject to the following terms:

• Same-day delivery is a target, not a guarantee. While we aim to deliver medications on the same day when orders are placed before the cut-off time, delivery times may be affected by pharmacy processing, driver availability, weather, traffic, or other factors beyond our control.
• Schedule 8 chain-of-custody requirements. All Schedule 8 deliveries follow a strict chain-of-custody protocol. Our driver will maintain a continuous chain of custody from the pharmacy to you, with every handoff documented and time-stamped.
• Identity verification at delivery.For Schedule 8 medications, you must present valid government-issued photo identification at the time of delivery. The name on your ID must match the name on the prescription.
• You must be present.Schedule 8 medications cannot be left unattended (no safe-drop). You or an authorised representative must be present to receive the delivery.
• Failed delivery. If delivery cannot be completed because you are not available, cannot provide valid ID, or the delivery address is inaccessible, the medication will be returned to the dispensing pharmacy. A redelivery fee may apply. After two failed delivery attempts, the order may be cancelled and the medication returned to pharmacy stock.
• Delivery area. We deliver within the Perth metropolitan area only. Deliveries outside our service zones cannot be accommodated.

7. Pricing and payment

• Medication pricing is set by our pharmacy partners, not by Cannter. This includes the base medication cost, any applicable PBS co-payment, and the pharmacy dispensing fee.
• Delivery fee is charged by Cannter for the delivery service. The applicable delivery fee will be displayed before you confirm your order.
• Payment is processed securely through Stripe. By placing an order, you authorise us to charge the total amount (medication cost plus delivery fee) to your nominated payment method.
• Refunds.If an order is cancelled before the pharmacy has dispensed the medication, you will receive a full refund of the delivery fee. Medication refunds are subject to the pharmacy partner's refund policy and applicable pharmacy regulations — dispensed medications generally cannot be returned or refunded once they have left the pharmacy. If a delivery error occurs on our part (such as delivering to the wrong address), we will arrange a resolution including redelivery or refund of the delivery fee at our discretion.

8. Schedule 8 specific terms

Schedule 8 (controlled) medications are subject to additional requirements under Western Australian poisons legislation. By ordering Schedule 8 medications through Cannter, you agree to the following:

• Identity verification is mandatory.You must present valid government-issued photo identification (such as an Australian driver's licence or passport) at the time of delivery. Delivery cannot proceed without successful identity verification.
• No safe-drop.Schedule 8 medications cannot be left at the door, in a letterbox, with a neighbour, or in any unattended location under any circumstances.
• You must be personally present (or have an authorised representative present with appropriate documentation) to accept delivery.
• Chain-of-custody records.We maintain detailed records of every Schedule 8 delivery, including pick-up time, driver identity, delivery time, recipient identification details, and signature or photographic confirmation. These records are retained for a minimum of 7 years in accordance with WA regulations.
• Regulatory obligations.We comply with the Medicines and Poisons Act 2014 (WA), the Medicines and Poisons Regulations 2016 (WA), and any directions issued by the WA Chief Pharmacist or Department of Health. We reserve the right to refuse or cancel a Schedule 8 delivery if we believe it may not comply with applicable regulations.

9. Privacy

Your use of Cannter is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal and health information. By using our service, you acknowledge that you have read and understood our Privacy Policy.

10. Limitation of liability

To the maximum extent permitted by Australian Consumer Law:

• Cannter is not a healthcare provider. We do not provide medical advice, diagnoses, or treatment recommendations. Any health-related decisions should be made in consultation with your prescriber or pharmacist.
• Your pharmacy relationship is with the pharmacy partner. Cannter facilitates the connection and delivery but is not a party to the pharmacist-patient clinical relationship.
• Cannter is not liable for any loss, damage, or injury arising from: medication side effects or adverse reactions; errors in prescriptions provided by you or your prescriber; clinical decisions made by the dispensing pharmacist; or delays or failures caused by events beyond our reasonable control.
• Force majeure. We are not liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government restrictions, industrial action, or infrastructure failures.
• Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

11. Indemnification

You agree to indemnify, defend, and hold harmless Cannter Pty Ltd, its officers, directors, employees, agents, and affiliates from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with:

• Your breach of these Terms.
• Your provision of inaccurate, incomplete, or fraudulent information, including invalid prescriptions.
• Your misuse of the platform or any medication delivered through our service.
• Your violation of any applicable law or regulation.

12. Intellectual property

All intellectual property in the Cannter platform — including but not limited to the website, application, brand name, logos, design, text, graphics, software, and underlying technology — is owned by or licensed to Cannter Pty Ltd and is protected by Australian and international intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, or otherwise exploit any of our intellectual property without our prior written consent.

13. Termination

By you: You may terminate your account at any time by contacting us at hello@cannter.com.au to request account deletion. Any pending orders will be completed or cancelled as appropriate. Deletion of your account does not affect records we are required to retain by law (see our Privacy Policy, section 9).

By us: We may suspend or terminate your account, with or without notice, if:

• You breach these Terms.
• We are required to do so by law, regulatory direction, or court order.
• We reasonably believe your account is being used fraudulently or in connection with diversion of controlled substances.
• We discontinue the service or cease operations (in which case we will provide reasonable notice where practicable).

14. Dispute resolution

If you have a complaint or dispute regarding our service, we encourage you to resolve it with us directly by contacting hello@cannter.com.au. We will acknowledge your complaint within 5 business days and aim to resolve it within 30 business days.

If we are unable to resolve your dispute to your satisfaction, you may escalate the matter to:

• Consumer Protection WA (Department of Mines, Industry Regulation and Safety) for consumer disputes.
• The Australian Competition and Consumer Commission (ACCC) for matters relating to Australian Consumer Law.
• The Office of the Australian Information Commissioner (OAIC) for privacy-related complaints.

15. Governing law

These Terms are governed by and construed in accordance with the laws of Western Australia. You agree to submit to the exclusive jurisdiction of the courts of Western Australia and any courts entitled to hear appeals from those courts for any proceedings arising out of or in connection with these Terms.

16. Changes to terms

We may modify these Terms at any time. When we make changes, we will update the “Last updated” and “Effective” dates at the top of this page. For material changes, we will notify you via email or an in-app notification at least 14 days before the changes take effect.

Your continued use of Cannter after the effective date of updated Terms constitutes your acceptance of those changes. If you do not agree with the updated Terms, you must stop using the service and may request account deletion.

17. Contact

If you have any questions about these Terms, please contact us:

• Email: hello@cannter.com.au
• Entity: Cannter Pty Ltd (ABN [PLACEHOLDER])
• Address: [PLACEHOLDER — registered business address], Perth, Western Australia