LidMate Policy Guide
Welcome to LidMate. Before starting treatment with any prescription medication, it is essential that you read and understand the following Policy and Informed Consent document. This outlines how we operate, what you are agreeing to, and your responsibilities as a patient.
1. About LidMate
LidMate is a subscription-based program that facilitates ongoing access to evidence-based hair loss treatments, including compounded finasteride, minoxidil, and other therapeutic options.
All medical consultations and prescriptions are provided by Elite Hair Clinic, with Australian-registered doctors prescribing based on an individualised clinical assessment.
2. Medical Disclosure & Eligibility
By using LidMate, you confirm that:
• You are 18 years or older and currently residing in Australia.
• All medical information you provide in your assessment is accurate, complete, and current.
• You understand that treatment will only be prescribed if clinically appropriate after a doctor has reviewed your medical history.
You must not use LidMate if you:
• Are under 18 years of age.
• Have a history of hypersensitivity to any active ingredients in the prescribed products.
• Have not consulted with a GP or specialist about serious underlying causes of hair loss.
3. Telehealth Model of Care
LidMate operates via a store-and-forward telehealth model in parrtnership with Elite Hair Clinic, which means:
• You complete a secure online medical questionnaire, including photos of your scalp.
• A registered Australian doctor will review your case and determine if treatment is appropriate.
• In some cases, the doctor may follow up via phone, email, or video consultation for more information.
• No treatment will be issued if the doctor deems it unsafe or inappropriate.
4. Informed Consent to Treatment
By proceeding with LidMate’s services, you acknowledge and agree:
Benefits:
• The medications offered (finasteride, minoxidil) are clinically supported for androgenetic alopecia and other common hair loss conditions.
• These treatments can slow or reverse hair loss in many patients, especially when used consistently.
Risks and Side Effects:
You understand that all medications carry potential side effects. These may include:
Finasteride (oral/topical):
• Decreased libido or sexual dysfunction
• Mood changes or anxiety
• Post-Finasteride Syndrome (rare, ongoing symptoms after discontinuation)
Minoxidil (topical):
• Scalp irritation or itching
• Unwanted facial hair growth
• Temporary hair shedding (initially)
• Heart palpitations (rare)
You also acknowledge that:
• Not all patients respond to treatment.
• Results may take 3–6 months to become noticeable.
• Ongoing use is required to maintain results.
You agree to seek medical attention if you experience any severe or unexpected side effects.
5. Pharmacy Dispensing & Delivery
All prescriptions are dispensed through a licensed Australian compounding pharmacy. Your medication will be shipped discreetly to your nominated address on a three monthly, or annual schedule, depending on your subscription.
6. Subscription, Billing & Refund Policy
Billing Cycles:
• Subscriptions are billed either quarterly or annually based on your selection at checkout.
• Annual subscriptions are offered at a discounted rate compared to quarterly or monthly options.
Cancellations:
• You may cancel or pause your subscription at any time by contacting support at least 5 days before your next billing date.
• If you cancel after your medication has been prepared or shipped, that period’s payment will still apply.
Refunds:
• Monthly and quarterly payments are non-refundable once your order has been compounded or dispatched.
• Annual prepaid subscriptions are non-refundable once your initial order has been prepared or shipped. This is due to the discounted rate offered and the upfront compounding of medication for your treatment plan.
• Exceptions may be considered for adverse medical events, at the discretion of our medical team and pharmacy partners.
If you believe you are eligible for a refund under exceptional circumstances, please email [email protected].
7. Follow-Up & Monitoring
You are responsible for:
• Reporting any side effects or concerns to the LidMate medical team.
• Updating your health information if your circumstances change.
• Undergoing regular reviews to ensure treatment remains appropriate.
Our doctors may request follow-up photos or health updates at regular intervals. They may stop or adjust your treatment if medically necessary.
8. Privacy & Data Protection
LidMate complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
• Your health data is stored securely and accessed only by authorised staff.
• Information may be shared with compounding pharmacies for the sole purpose of fulfilling your prescription.
• We do not sell or share your personal data with third parties for marketing purposes.
For more, view our Privacy Policy and Terms of Use.
9. Complaints & Feedback
We are committed to safe, ethical, patient-centred care.
If you are dissatisfied or wish to make a complaint, please contact us at [email protected].
If your concern relates to clinical care, you may also contact the Australian Health Practitioner Regulation Agency (AHPRA).
Hair loss doesn't fix itself.
But LidMate can help.
