Terms & Conditions
Last updated: September 2026
Welcome to the Elevate Eyecare website. These Terms & Conditions govern your use of the Elevate Eyecare website and your interactions with our online services.
By accessing or using this website, you agree to these Terms & Conditions. If you do not agree with these terms, please do not use this website.
1. About Elevate Eyecare
Elevate Eyecare is an independent optometry practice located in Meadowbank, New South Wales.
Throughout these Terms & Conditions, "Elevate Eyecare", "we", "us" and "our" refer to Elevate Eyecare and its owners, employees, optometrists, contractors and authorised representatives.
Our website provides general information about our practice, optometry services, optical products and other information relating to eye health and vision care.
2. Use of Our Website
You may use this website for lawful purposes and in accordance with these Terms & Conditions.
You agree not to:
-
use the website for any unlawful or fraudulent purpose;
-
attempt to gain unauthorised access to any part of the website or its systems;
-
interfere with the security, operation or functionality of the website;
-
reproduce, modify, distribute or commercially exploit website content without our permission;
-
introduce malicious software, viruses or other harmful material; or
-
use information obtained from this website in a way that may cause harm to Elevate Eyecare or another person.
We reserve the right to restrict or terminate access to the website where we reasonably believe these Terms & Conditions have been breached.
3. Medical and Optometric Information
Information provided on this website is intended for general information and educational purposes only.
Website content is not a substitute for a comprehensive eye examination, professional optometric assessment, diagnosis or treatment.
Eye and vision conditions can vary significantly between individuals. Information about symptoms, conditions, treatments, contact lenses, myopia management, dry eye, children's vision or other services should not be relied upon as a diagnosis or as personalised medical advice.
If you have concerns about your vision or eye health, we recommend arranging an appointment with a qualified optometrist or other appropriate healthcare professional.
If you experience a sudden or significant change in vision, sudden vision loss, severe eye pain, significant eye injury, flashes and a sudden increase in floaters, or other concerning symptoms, seek urgent medical attention.
4. Appointments
Information submitted through our website, including appointment requests or enquiry forms, does not necessarily constitute a confirmed appointment.
An appointment is only confirmed once Elevate Eyecare has confirmed the appointment with you.
Appointment availability may vary and we reserve the right to change appointment times where reasonably necessary.
We ask that patients provide accurate and up-to-date information when making an appointment or enquiry.
5. Cancellations and Missed Appointments
We understand that circumstances can change.
If you are unable to attend an appointment, please contact Elevate Eyecare as soon as reasonably possible so that we can offer the appointment time to another patient.
We may apply a cancellation or missed-appointment fee where appropriate. Any applicable fee will be communicated to you before it is charged.
Cancellation or missed-appointment fees do not affect any rights you may have under the Australian Consumer Law.
6. Fees and Payment
Fees for consultations, clinical services, prescription spectacles, lenses, sunglasses, contact lenses and other products or services may vary.
Where reasonably practicable, we will provide information about applicable fees before providing a service or supplying a product.
Unless otherwise agreed, payment is required at the time of service or purchase.
Prices displayed on our website are subject to change without notice and may not include all applicable services or additional costs.
Where applicable, Medicare, private health insurance, government programs or other rebates are subject to the rules and eligibility requirements of the relevant provider or government agency.
Elevate Eyecare does not guarantee that a particular service, product or consultation will be eligible for a rebate or that a particular rebate amount will be available to you.
7. Optical Products
Spectacles, prescription lenses, sunglasses, contact lenses and other optical products are supplied based on the prescription, measurements, specifications and requirements determined for the individual patient.
Product availability may vary.
Images, colours and product representations on the website are provided for illustrative purposes. Actual products may vary slightly in colour, appearance or finish depending on your device or screen.
Where a product is unavailable, discontinued or otherwise unable to be supplied, we may offer an alternative where appropriate.
8. Prescription Spectacles and Custom Optical Products
Prescription spectacles and lenses are often individually made or ordered according to a patient's prescription, measurements, frame selection and other specifications.
Once an order has been placed, changes or cancellations may not always be possible where the product has already entered production or has been specially manufactured for the patient.
We will make reasonable efforts to accommodate requested changes where possible.
Where prescription spectacles have been dispensed incorrectly due to an error by Elevate Eyecare, including an incorrect prescription, measurement or order specification attributable to us, we will assess the issue and, where appropriate, arrange for the product to be remade, repaired, replaced or otherwise remedied.
If you experience difficulty adapting to new prescription lenses, please contact us so that our optometrist can assess the issue. In some circumstances, a prescription or lens adjustment may be appropriate.
Where a product has been correctly supplied according to the agreed prescription, measurements and specifications, a change of mind or preference for a different frame, lens design, colour or style does not necessarily entitle you to a refund.
Nothing in this section limits any rights you may have under the Australian Consumer Law.
9. Refunds, Returns and Exchanges
Elevate Eyecare aims to provide high-quality products and services and to ensure that any concerns are dealt with fairly and promptly.
Our refund and returns policy operates in accordance with the Australian Consumer Law, including the consumer guarantees that apply to goods and services supplied in Australia.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
9.1 Faulty or Defective Products
If prescription glasses, frames, lenses, sunglasses, contact lenses or another product supplied by Elevate Eyecare has a fault or does not meet an applicable consumer guarantee, please contact us so that we can assess the issue.
Depending on the circumstances and whether the problem is major or minor, the available remedy may include:
-
repair;
-
replacement;
-
remake of prescription lenses or spectacles;
-
exchange;
-
refund; or
-
another remedy required or permitted under Australian Consumer Law.
We may need to inspect or assess the product before determining the appropriate remedy.
Where a product has a major problem, you may have the right to choose between a refund or replacement, subject to the Australian Consumer Law. Where a problem is minor, we may generally repair or otherwise remedy the problem within a reasonable time. If a minor problem cannot be remedied within a reasonable time, further remedies may become available.
We will not require you to deal directly with a manufacturer as the only avenue for obtaining a remedy for a product supplied by Elevate Eyecare.
9.2 Prescription Errors and Dispensing Issues
If you believe your prescription spectacles have been made incorrectly, your prescription has been incorrectly dispensed, or your measurements or specifications have been incorrectly applied, please contact us promptly.
Our optometrist or optical team may assess the spectacles, prescription, measurements and other relevant information to determine whether an adjustment, remake, repair, replacement or other remedy is appropriate.
Where the issue is attributable to an error by Elevate Eyecare, we will take reasonable steps to rectify the issue at no additional cost to you, subject to the circumstances and applicable law.
9.3 Change of Mind
Unless otherwise stated, change-of-mind purchases are not automatically eligible for a refund or exchange.
This includes circumstances where a customer:
-
changes their mind about a frame or product;
-
decides they prefer a different style, colour or design;
-
finds the same or a similar product elsewhere at a lower price;
-
decides they no longer want or need the product; or
-
selected a product or specification correctly supplied according to their instructions but later prefers another option.
Where Elevate Eyecare voluntarily offers an exchange or change-of-mind accommodation, we may apply reasonable conditions, such as requiring the product to be unused, undamaged and returned within a specified period.
Any such voluntary change-of-mind policy does not apply to or limit your rights under the Australian Consumer Law where a product or service has a problem covered by a consumer guarantee.
9.4 Custom and Made-to-Order Products
Prescription lenses, prescription spectacles and other products that are custom-made or specially ordered for an individual patient may not be eligible for a change-of-mind refund or exchange where they have been correctly supplied according to the patient's prescription and agreed specifications.
However, this does not exclude or limit your Australian Consumer Law rights where the product has a problem or does not meet an applicable consumer guarantee.
9.5 Products Damaged or Misused by the Customer
A refund, replacement or other remedy may not be available where damage or a problem has been caused by misuse, accidental damage, failure to follow care instructions, unreasonable use or another act or omission by the customer, to the extent permitted by law.
This does not affect any rights you may have where the product had an underlying fault or otherwise failed to meet an applicable consumer guarantee.
9.6 Sale and Promotional Items
Products purchased during a sale, promotion or special offer continue to be covered by applicable Australian Consumer Law consumer guarantees.
A sale or promotional price does not remove a customer's rights where a product has a problem covered by the Australian Consumer Law.
Any separate change-of-mind conditions applying to promotional purchases will be communicated at the time of purchase and will not restrict statutory consumer rights.
9.7 Proof of Purchase
We may request reasonable proof of purchase, such as a receipt, invoice, order confirmation or transaction record, when processing a return, refund, exchange or other remedy.
10. Contact Lenses
Contact lenses are medical devices and should be worn and cared for in accordance with professional advice and the manufacturer's instructions.
Contact lens suitability varies between individuals.
Patients should follow their optometrist's instructions regarding wearing schedules, cleaning, storage, replacement and follow-up examinations.
For hygiene and safety reasons, opened or used contact lenses and contact lens products may not be eligible for change-of-mind returns or exchanges.
This restriction does not limit your rights under the Australian Consumer Law where the product is faulty or otherwise fails to meet an applicable consumer guarantee.
Do not continue wearing contact lenses if you experience significant pain, redness, discharge, sudden vision changes or other concerning symptoms. Seek professional eye care promptly.
11. Myopia Management and Other Clinical Services
Services such as myopia management, dry eye management, specialty contact lenses, children's vision care and other clinical services are provided following an individual assessment.
No particular clinical outcome can be guaranteed.
Treatment recommendations may vary depending on an individual's age, ocular health, prescription, lifestyle, treatment response and other clinical factors.
Clinical decisions will be made by the treating optometrist in consultation with the patient or, where appropriate, their parent or guardian.
12. Website Accuracy
We aim to ensure that information on our website is accurate, current and useful.
However, information may occasionally become outdated or contain errors or omissions.
We do not warrant that:
-
all information on the website is complete, current or error-free;
-
the website will always be available or uninterrupted;
-
the website will be free from viruses or other harmful components; or
-
information on the website will be suitable for every individual's circumstances.
We may update, change or remove website content at any time without notice.
13. Third-Party Websites and Services
Our website may contain links to third-party websites, including manufacturers, suppliers, booking platforms, payment providers, health organisations or other services.
These links are provided for convenience and informational purposes.
Elevate Eyecare does not control and is not responsible for the content, availability, privacy practices, security or terms of third-party websites.
Your use of third-party websites is subject to the terms and conditions and privacy policies of those third parties.
14. Intellectual Property
Unless otherwise stated, the content of this website, including text, photographs, graphics, logos, branding, designs and other materials, is owned by or licensed to Elevate Eyecare.
You may access and use the website for your personal, non-commercial purposes.
You must not reproduce, modify, publish, distribute, transmit, sell or commercially exploit our website content without our prior written permission, except where permitted by law.
15. Privacy
We respect the privacy of our patients and website visitors.
When you provide personal information to Elevate Eyecare, we will handle that information in accordance with our Privacy Policy and applicable Australian privacy laws.
As an optometry practice, we may collect and hold sensitive health information where necessary to provide healthcare services.
Our Privacy Policy explains how we collect, use, disclose, store and protect personal information and how you may request access to or correction of your information.
Please refer to our Privacy Policy for further information.
16. Website Enquiries and Communications
Information submitted through our website may be used to respond to your enquiry, arrange appointments, provide requested services or communicate with you about your relationship with Elevate Eyecare.
Website enquiries should not be used for urgent medical or eye-care matters.
We cannot guarantee that an enquiry submitted through the website will be reviewed immediately.
For urgent eye-related concerns, contact an appropriate healthcare service or seek emergency medical attention.
17. User-Submitted Information
Where you voluntarily submit information through our website, including enquiries, feedback, appointment requests or other communications, you are responsible for ensuring that the information you provide is accurate and that you have the right to provide it.
You should avoid submitting highly sensitive information through general website forms unless specifically requested or required.
18. Limitation of Liability
To the extent permitted by law, Elevate Eyecare is not responsible for loss or damage arising from your use of, or reliance upon, information contained on this website.
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under Australian law.
Where our liability cannot be excluded but may be limited, our liability will be limited to the extent permitted by law.
Nothing in these Terms & Conditions limits our obligations in relation to the provision of healthcare services or other rights and remedies that cannot legally be excluded.
19. Consumer Rights
Nothing in these Terms & Conditions is intended to exclude or limit your rights under the Australian Consumer Law or any other applicable law.
The Australian Consumer Law provides consumer guarantees for many goods and services supplied in Australia. Depending on the circumstances, these guarantees may include rights relating to acceptable quality, fitness for purpose, matching descriptions and services being provided with due care and skill.
These statutory rights operate independently of any voluntary warranty, manufacturer's warranty, store policy or other terms offered by Elevate Eyecare.
Where an applicable consumer guarantee has not been met, you may be entitled to a repair, replacement, refund, cancellation or other remedy depending on the nature and seriousness of the problem.
20. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, website, business practices or applicable legal requirements.
The updated version will be published on this page with a revised "Last updated" date.
Your continued use of the website after changes have been published constitutes acceptance of the updated Terms & Conditions.
21. Governing Law
These Terms & Conditions are governed by the laws of New South Wales, Australia.
Any dispute relating to these Terms & Conditions or your use of this website will be subject to the applicable laws and courts of New South Wales, Australia.