LidMate Policy Guide

LidMate is operated by The Trustee for Lid.Doc Trust & The Trustee for SACHHA Projects Trust (ABN: 89 805 690 965).

LidMate is a subscription program that provides ongoing access to treatment for hair loss. Medical consultations and prescriptions are provided by Elite Hair Clinic (ABN: 31 786 117 368), whose doctors are registered with the Medical Board of Australia through Ahpra. You can verify any practitioner treating you on the public register at ahpra.gov.au.

We are not a pharmacy. We do not hold, own or dispense prescription medicines. Where a medicine is dispensed to you, your purchase of that medicine is a separate transaction with the pharmacy, which we facilitate.

We do not replace your GP. Our doctors treat hair loss only. They are not a substitute for a general practitioner, and they do not manage your general health. You should keep your own GP and tell them about any treatment you receive through LidMate - we can send them a summary if you ask us to.

Some of our treatments are compounded - prepared for you individually by a pharmacy rather than manufactured commercially, so the formulation can be tailored to you. See section 5.

By using LidMate you confirm that you:

- Are 18 years or older;

- Currently reside in Australia and can receive delivery at an Australian address;

- Are providing medical information that is accurate, complete and current; and understand that treatment will only be prescribed if a doctor determines it is clinically appropriate after reviewing your history.

You should not use LidMate, and should see a GP or dermatologist in person, if you have:

- sudden, rapid or patchy hair loss;

- hair loss accompanied by scalp pain, scaling, redness, pustules or scarring;

- hair loss accompanied by other symptoms such as fatigue, unexplained weight change, or changes to your skin or nails;

- a known hypersensitivity to finasteride, minoxidil or any excipient in the products offered; or

- any undiagnosed medical condition that may be causing your hair loss.

LidMate treats androgenetic alopecia (male and female pattern hair loss). We are not able to diagnose or treat other causes of hair loss remotely, and some of those causes are serious.

Women who are pregnant, may become pregnant, or are breastfeeding must not use finasteride or dutasteride.

You must not create a subscription in another person's name, share your account, or order on behalf of someone else.

We may verify your identity at any time and may restrict access if we cannot.

You agree to:

- give complete, accurate and current information, and not omit anything a reasonable person would consider relevant;

- update us if your health or circumstances change, including a new mental health diagnosis, a new medication, or if you become pregnant or plan to;

- follow the directions given by your doctor and pharmacist;

- use any medicine supplied only for yourself; and

- tell your own GP about medicines prescribed to you through LidMate.

Providing false or incomplete information in order to obtain a prescription medicine may be a criminal offence, and may put your health at serious risk.

LidMate operates via a store-and-forward telehealth model in partnership with Elite Hair Clinic, which means:

- You complete a secure online medical questionnaire and upload photographs of your scalp.

- An Australian-registered doctor reviews your case and contacts you by telephone or video where they consider it necessary to assess you safely.

- The doctor decides whether treatment is clinically appropriate and records their reasons.

- Before dispatch, a registered pharmacist speaks with you by telephone. The pharmacist confirms your identity and delivery details, checks the prescribed medicine is appropriate for you against your history and other medicines you take, counsels you on how to use it and what side effects to watch for, and answers your questions. If the pharmacist identifies anything of concern, your order is held and referred back to the prescribing doctor before any medicine is supplied.

- You then have scheduled follow-ups with your doctor at months 3, 6, 12 and 18 months, and annually thereafter. These let your doctor review your progress, check for side effects, and adjust or stop treatment. You can also request a consultation at any time, at no extra cost.

Your doctor and the pharmacist each exercise independent clinical judgement. Either may decline to prescribe or dispense, and your doctor may adjust, pause or stop your treatment at any time if they consider it clinically appropriate. We do not guarantee that treatment will be offered, available or continued.

By proceeding, you acknowledge that you have read and understood the following and have had the opportunity to ask questions.

What treatment can achieve

Oral finasteride has been shown in large randomised controlled trials to stop further hair loss in most men with androgenetic alopecia, and to produce some regrowth in a majority, over 1–2 years.

Topical minoxidil has randomised trial evidence for slowing loss and producing modest regrowth. Results typically take 3–6 months to become noticeable, and up to 12 months for full effect. Not everyone responds. Some people see no benefit. Benefit depends on continued use. If you stop, gains are generally lost within 6–12 months.

Risks - finasteride (oral or topical)

Sexual effects. Reduced sex drive, difficulty achieving or maintaining an erection, and problems with ejaculation. These are the most commonly reported adverse effects and usually resolve on stopping. There are reports of sexual dysfunction persisting after the medicine is stopped, sometimes for a prolonged period; the frequency of persistent effects is not established.

Mental health effects. Depression, anxiety and changes in mood have been reported. Suicidal thoughts have also been reported. If you experience low mood, hopelessness or any thoughts of harming yourself while taking finasteride, stop the medicine and seek medical help immediately — contact your GP, call Lifeline on 13 11 14, or in an emergency call 000. Please also tell us so your treatment can be reviewed.

Breast changes. Breast tenderness or enlargement. Male breast cancer has been reported rarely. Report any breast lump, pain or nipple discharge to a doctor promptly.

Prostate testing. Finasteride lowers PSA levels by approximately half. If you have a PSA test at any time, tell the doctor ordering it that you take finasteride, so your result can be interpreted correctly.

Pregnancy - absolute contraindication.

Finasteride must not be used by women who are pregnant or who may become pregnant. It can cause abnormalities in the genital development of a male foetus.

Women who are or may become pregnant must not handle crushed or broken finasteride tablets, and must avoid skin contact with topical finasteride.

If you are prescribed topical finasteride, take care that a pregnant partner does not come into contact with the treated area or the product.

Risks - minoxidil (topical)

Scalp irritation, itching, dryness or contact dermatitis.

Increased hair growth in unwanted areas, particularly the face - more commonly in women.

Temporary increased shedding in the first 2–8 weeks. This is expected and usually settles.

Uncommonly, effects from absorption into the bloodstream: rapid heartbeat, palpitations, dizziness, light-headedness, or swelling of the hands, feet or face. Stop and seek medical attention if these occur.

Risks - oral minoxidil

Low-dose oral minoxidil is used off-label for hair loss. Additional risks include low blood pressure, dizziness, fluid retention, increased body hair, and rarely fluid around the heart (pericardial effusion). It requires medical monitoring and is not suitable for everyone, particularly people with heart disease.

Off-label and compounded medicines

Some uses of finasteride - including topical formulations and use in women - are off-label, meaning that use is not listed as an indication in the Australian Register of Therapeutic Goods.

You give this consent before subscribing. Before your medicine is dispatched, a registered pharmacist confirms the specific medicine prescribed to you and the risks that apply to it.

Where a medicine is prepared for you by a compounding pharmacy, you acknowledge that the compounded medicine has not been reviewed for safety, quality or efficacy by the Therapeutic Goods Administration and does not appear in the Australian Register of Therapeutic Goods.

The decision to prescribe an off-label or compounded medicine is a clinical decision made by your doctor, in your circumstances, with your informed consent.

Your acknowledgements

All medicines carry risk, and the list above is not exhaustive - read the information supplied with your medicine.

You have disclosed your medical history honestly and completely, including any history of depression, anxiety or other mental health condition.

You will report side effects to us and, for serious or unexpected effects, seek medical attention promptly.

You may report side effects directly to the TGA at tga.gov.au.

You may stop treatment at any time.

Prescriptions are dispensed by our pharmacy partners and shipped discreetly to your nominated Australian address on a quarterly schedule, depending on your subscription.

A registered pharmacist will speak with you before dispatch (see section 4).

Delivery timeframes are estimates. If a medicine is unavailable, or if required steps such as identity verification or the pharmacist call are not completed, supply may be delayed or your treatment plan paused. You are responsible for keeping your delivery details accurate and for arranging to receive your delivery.

If your medicine arrives damaged or appears to be wrongly dispensed, contact us immediately at hello@lidmate.com.au and do not take it.

Billing. Subscriptions are billed quarterly or annually, as selected at checkout. Annual subscriptions are offered at a discounted rate. The amount, frequency and next billing date are shown before you pay and confirmed by email. We will give you notice before each renewal.

Price changes. We may vary fees. Any change takes effect from the next billing period after we notify you, and you will have the opportunity to cancel before it applies. You will not be charged more for services you have already paid for.

Cancellation. You may cancel or pause at any time by emailing hello@lidmate.com.au. To avoid being charged for the next cycle, cancel at least 2 days before your next billing date.

Cancellation takes effect from the end of the period you have already paid for.

Medicare and insurance. Consultations provided through LidMate are not eligible for a Medicare rebate, and bulk billing is not available.

Nothing in this section limits your rights under the Australian Consumer Law.

Your consumer guarantees. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not provided with due care and skill, or goods are faulty, you are entitled to a remedy - which may include a refund, and compensation for other reasonably foreseeable loss.

Before dispatch. Cancel before your medicine has been prepared and dispatched, and you receive a full refund of that period's payment.

If the doctor or pharmacist does not proceed. If treatment is declined as clinically inappropriate, you are refunded in full for any medication charge.

After dispatch - change of mind. Once medicine has been dispensed and dispatched, we cannot accept its return or offer a change-of-mind refund, because a prescription medicine that has left the pharmacy cannot lawfully be supplied to another patient.

If your treatment stops for medical reasons. If you experience an adverse reaction, or your doctor advises you to stop or changes your treatment, we will refund any portion of your subscription covering medicine not yet dispatched - pro rata, including on annual prepaid plans.

Faulty, incorrect or damaged goods. We will replace the item or refund you, and cover return costs where applicable.

To request a refund, email hello@lidmate.com.au. We will respond within 5 business days.

You are responsible for reporting side effects and concerns to us promptly, updating your health information, and completing review consultations when due. Our doctors may request follow-up photographs or health updates, and may adjust or stop your treatment if medically necessary.

LidMate is not an emergency service.

If you are in an emergency, or need urgent help - including chest pain, difficulty breathing, severe allergic reaction, or thoughts of harming yourself - call 000 or go to your nearest emergency department.

Welfare and safety.

If a doctor, pharmacist or member of our team forms a professional view that you may be at imminent risk of serious harm, we may share relevant information with emergency services or another appropriate party in order to request a welfare check or urgent assistance. We would do this only where we consider it necessary to protect your life or safety.

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.

If you are dissatisfied, please tell us first at hello@lidmate.com.au. We will acknowledge within 7 days and respond within 30 days.

If you are not satisfied with our response, clinical care or a practitioner:

Ahpra: 1300 419 495, ahpra.gov.au

NSW: Health Care Complaints Commission - 1800 043 159, hccc.nsw.gov.au

VIC: Health Complaints Commissioner - 1300 582 113, hcc.vic.gov.au

QLD: Office of the Health Ombudsman - 133 646, oho.qld.gov.au

Privacy: Office of the Australian Information Commissioner -1300 363 992, oaic.gov.au

A medicine or side effect: Therapeutic Goods Administration - 1800 020 653, tga.gov.au

Consumer rights, billing or refunds: ACCC - accc.gov.au, or your State fair trading office

We may update this document. The current version is always at www.lidmate.com.au/policies. Where a change materially affects your treatment or your rights, we will notify you by email before it takes effect. Last updated 26th August, 2026.

These terms are governed by the laws of New South Wales, Australia.

The Trustee for Lid.Doc Trust & The Trustee for SACHHA Projects Trust trading as LidMate · ABN 89 805 690 965 · 104/135-137 Macquarie Street, Sydney, 2000 · hello@lidmate.com.au · 0440 132 921