Brightly Terms of Service

Last updated: 21/07/2026

These Terms of Service (Terms) apply to every assessment, programme, service and platform we provide to you. They apply whether you buy a single assessment, join an ongoing programme, or move between services over time.

Brightly offers a range of services, and that range changes over time. Rather than repeat the details of every service here, these Terms set out the rules that apply to all of them. For the details of the service you have chosen, these Terms point you to the description of that service on our website.

How to read this document

Each section starts with a short summary in a shaded box. The summaries are there to help you find your way around. They are not part of the agreement. If a summary and the wording below it ever differ, the wording below applies.

If anything in these Terms is unclear, please ask us.

Key points

• These Terms apply to all Brightly services. What each service actually includes is set out on the page for that service on our website, and in anything we confirm to you before you buy. We call that the Service Description, and it forms part of your agreement with us.

• Brightly is not an emergency service, and does not replace your GP. In a medical emergency, call 111 immediately.

• Our assessments and programmes are designed to identify risks, support prevention and coordinate care. Unless the Service Description says otherwise, they do not provide a diagnosis.

• Some parts of a service may be delivered by other organisations. Your contract for those parts is with that organisation, not with Brightly.

• Nothing in these Terms limits your rights under New Zealand consumer, health and privacy law.

1. How these Terms work

1.1 What you are agreeing to

Your agreement with us for any Brightly service is made up of:

• these Terms;

• the Service Description for the service you have bought (see clause 1.2);

• any Additional Terms for that service (see clause 1.3); and

• our Privacy Policy.
  

If there is any inconsistency, the order of precedence is: Additional Terms, then the Service Description, then these Terms, then the Privacy Policy, except that nothing in an Additional Term or Service Description will reduce your rights under New Zealand law.

1.2 Service Descriptions

We describe each service on our website. The Service Description for a service means the page on our website that describes it, as that page read when you bought the service. It also includes anything we confirmed to you at checkout, in a booking confirmation, in a quote, or otherwise in writing before you bought.

It sets out what the service is and who it is for, what is and is not included, the price and how it is charged, how long it lasts, which members of the Brightly Team are involved, anything you need to have done first, and any add-ons or other costs charged separately.

We may add new services, change what an existing service includes, rename services, or stop offering a service. Changes like these do not change a service you have already bought. The Service Description that applies to you is the one that was current when you bought. We will keep providing that service on that basis for the term you paid for.

If you would like a copy of the Service Description that applied when you bought, please email us and we will send you one.

1.3 Additional Terms

Some services need extra rules. A programme might have a fixed enrolment window, for example, or a service might be delivered together with another organisation. Where extra rules apply, we call them Additional Terms. We will give them to you before you buy, and they apply alongside these Terms.

1.4 Categories of service

Our services fall into the categories below, because the category decides which rules apply to fees, cancellation and refunds.

• One-off services: anything you buy as a single item, such as the Brightly Baseline+ assessment, a geriatrician review, a GP consultation, a medication review or a coaching bundle. Clause 6 applies.

• Programmes: structured clinical programmes run over a set period. Clause 7 applies.

• Ongoing and recurring services, services you subscribe to over a repeating term, such as proactive health and coordination services. Clause 8 applies.

2. Eligibility, booking and consent

2.1 Eligibility and clinical suitability

All our services depend on what is clinically suitable for you. Some are only available if you have completed a Brightly Baseline+ assessment, or if you meet other requirements set out in the Service Description. We may decline to provide a service, or stop providing it, if we reasonably consider it is not clinically appropriate for you or we cannot deliver it safely. If we do, we will refund what you have paid for anything we have not delivered.

2.2 Booking for someone else

If you book for another person, you confirm that you have their permission to make the booking and to give us their details. We will still involve that person when we set things up, for example, to confirm their details and check they are comfortable for us to go ahead. If that person cannot consent themselves, clause 2.4 explains who can consent on their behalf.

2.3 Making your own decisions

We start from the position that you can make your own decisions, and we will keep doing so unless there is a reasonable basis to think otherwise. Being able to decide is not all or nothing, it can apply to some decisions and not others, and it can change over time. You always have the right to make every decision you are able to make, and we will support you to do that.

2.4 Support people and representatives

You are welcome to bring a support person, such as a partner, friend, or family or whānau member, to any appointment. A support person can attend, ask questions and help you think things through, but they do not make decisions for you. The same goes for anyone you ask us to contact about appointments, and for anyone who booked or paid for your service.

Only someone with legal authority can consent on your behalf, and only if you are not able to consent yourself. That means an attorney under an enduring power of attorney for personal care and welfare that has been activated, or a welfare guardian appointed by the Family Court, and only within the authority their document gives them. Being your spouse or next of kin does not by itself give someone that authority. We may ask to see the relevant document before we act on it.

2.5 Informed consent

Before we provide a service, we will give you what you need to decide whether to go ahead. That includes what the service involves, what it costs, and whether it commits you to anything ongoing. Your Brightly Clinician will talk you through anything else you need to know before your care begins, and you can ask questions or change your mind at any point. You can say no to any service. Declining one will not affect a service you have already bought, or your right to receive what you have paid for.

3. What we provide, and what we do not

3.1 Our commitments

We will:

• provide services with reasonable care and skill, in line with the Code of Health and Disability Services Consumers’ Rights;

• use suitably qualified people for every part of your care, and make sure each of them works within the limits of their training and, where they are registered, their professional scope;

• tell you when we use AI in connection with your care, ask for your consent where we need it, and make sure a Brightly Clinician properly oversees any AI-assisted documentation;

• keep systems in place to protect your privacy and health information, and take reasonable steps to make sure the information we use or share is accurate, up to date, complete, relevant and not misleading; and

• give you information and support in accessible formats, and communicate in clear, plain language.
  

We call everyone who works with you the Brightly Team. The team includes several different roles, doctors such as geriatricians and GPs, nurses, pharmacists, dietitians, health coaches and care coordinators. Where we say Brightly Clinician in these Terms, we mean a member of the Brightly Team who is a registered health practitioner holding a current annual practising certificate. If you would like to know the name, role or registration details of anyone involved in your care, please ask and we will tell you.

3.2 Scope and limitations

Brightly supports assessment, prevention planning, monitoring and care coordination. Unless the Service Description expressly says otherwise:

• our services do not provide a diagnosis;

• we do not replace your GP or your existing healthcare providers;

• we do not treat or prescribe. Any diagnosis, treatment or prescribing will be provided by your GP, by a Brightly Clinician acting within their scope where the Service Description says so, or by an independent third-party provider;

• our platform is not a medical device, is not an emergency or urgent care service, and is not monitored for urgent health issues; and

• any draft report must be reviewed and approved by a Brightly Clinician with the right scope of practice for it before it is acted on.
  

3.3 Outcomes

Whether a service is right for you, and what it can achieve, depends on your own clinical assessment. Results vary from person to person. Taking part in an assessment, programme or service does not guarantee any particular result.

3.4 Timing of appointments

Where a Service Description describes a rhythm of care (quarterly, six-monthly or annual touchpoints, or a programme run over a set number of months) those timings describe the usual rhythm, not guaranteed appointment dates. Actual timing may depend on clinical priority, appointment availability, how quickly you can respond, and how we need to run our service. We will make reasonable efforts to provide the touchpoints during the relevant period.

3.5 Referrals and next steps

If a service identifies something that may need further attention, we may suggest another Brightly service or refer you to another healthcare provider. Anything further is optional, is separate from what you have bought, and may cost extra. Saying no will not affect the service you have already bought, or your right to receive its results.

4. Services provided by other organisations

Some services involve professionals or organisations that are not part of Brightly. Examples include external medical specialists, laboratories, audiology and sleep services, pharmacists, telehealth providers, and financial or legal advisers. We call these Partner Services.

Partner Services are provided on that organisation’s own terms. Your contract for a Partner Service is with them, not with Brightly. Our role is limited to helping coordinate and schedule the service, and bringing the results into your overall care.

The partner may charge you directly, or we may collect payment on their behalf. If we collect payment, we do so only as a collection service. Taking payment does not make us the provider of that service. Refunds are handled under the partner’s policy and the law. Any estimate we give you for a Partner Service is indicative, and the partner needs to confirm it.

Where we coordinate Partner Services, we do not supervise or control the partner’s professional judgement or advice. The partner is solely responsible for their advice, treatment and services.

Our platform may link to, integrate with, or refer to other services, websites, applications, telehealth providers or devices. We call these Third-Party Offerings. We do not endorse or control them, and we make no promises about their content, availability, suitability, accuracy or performance. If you use one, you do so at your discretion and under that third party’s own terms and privacy policy.

5. Fees and payment

This clause applies to all services. Clauses 6 to 8 add rules for particular categories of service.

All charges are in New Zealand dollars. Unless we say otherwise, they include GST. The fee for a service is the fee shown in the Service Description or at checkout. Payment timing and options are shown at checkout or in the Service Description.

You authorise us and our payment processor to charge your chosen payment method for all fees and taxes you owe, including any Partner Service fees you have agreed to. Please keep your payment details up to date. If a payment fails, we may try again, and you still owe the amount.

Some costs are not included in a service fee, such as blood tests, external referrals, optional add-ons or extra investigations. Where the Service Description says a cost is not included, you pay it on top of the service fee. Where we can, we will give you likely figures before anything is ordered.

We can help you work out whether part of your care might be covered by private insurance or public funding. This is general help with coordination only. We cannot guarantee that any service will be covered, reimbursed or funded. Those decisions are made by the insurer, public agency or provider, not by us. Unless we say otherwise, our fees are not covered by private health insurance.

We may change the price of any service at any time. A price change does not affect a service you have already bought.

5.1 Changing or missing an appointment

Please give us as much notice as you can if you need to change an appointment.

If you cancel or reschedule with less than any notice period stated at booking or in the Service Description, or do not turn up without telling us, we may charge a reasonable fee for the time we reserved for you. Unless the Service Description says otherwise, the notice period is 48 hours for all appointments and booked sessions.

If we need to reschedule, we will offer you the next available time. If we cannot deliver a service for reasons within our control, you can choose either a new time or a refund of what you paid for the part we did not deliver.

5.2 Promotions

From time to time we may offer promotions, discounts, vouchers or rewards. We call each of these a Promotion, and they include things like discounts for spouse or partner bookings. We may advertise a Promotion on our website or tell you about it directly.

Unless we say otherwise, a Promotion is available for a limited time, has eligibility criteria we may need to verify, is limited to one per person or household where that is reasonably needed to prevent misuse, and cannot be transferred, exchanged, refunded or swapped for cash.

We may refuse, cancel or reverse a Promotion if we reasonably believe it has been used by mistake, dishonestly, in a misleading way, or in breach of these Terms or that Promotion’s terms. We may also change, suspend or withdraw a Promotion at any time, which will not affect one already correctly applied or issued.

If a Promotion involves a voucher from another organisation, that organisation supplies it and sets its terms, including when it expires. To the fullest extent permitted by law, we are not responsible for their goods or services, or if they refuse to honour a voucher.

5.3 Cooling-off period

You have a Cooling-off Period for programmes and for ongoing and recurring services, but not for one-off services. Where it applies, you can cancel for any reason within 7 days of buying - tell us through your account settings, or email hello@agebrightly.co.nz.

If you cancel in time, we will refund what you paid, less two things: anything for services we have already provided (including sessions or appointments you attended, and any assessments, reports or other work completed), and any costs we cannot cancel that we have already incurred with other organisations.

It applies the first time you buy a service, but not when an ongoing service renews, and not to Partner Services or separately charged add-ons, unless we say otherwise or the law requires it.

Nothing in this clause limits your rights under the Consumer Guarantees Act 1993 or any other applicable law.

6. One-off services

This clause applies to any service you buy as a single item, as described in clause 1.4.

You pay as set out at checkout. Once we have delivered the service, fees are not refundable, except where the law requires it or where clause 5.1 applies.

Some services are made up of several sessions, such as a coaching bundle. Use those sessions within the period stated in the Service Description. Unused sessions expire at the end of that period, unless we agree otherwise.

7. Programmes

This clause applies to structured clinical programmes run over a set period.

A programme runs for the period stated in its Service Description, and the fee covers the inclusions listed there. Anything the Service Description lists as not included (external referrals, extra tests and optional modules, for example) is charged separately, either by us or by the organisation providing it.

Programmes depend on what is clinically suitable for you, and on anything the Service Description says you need to have done first. Your place starts when we confirm that you have been accepted onto the programme.

You can withdraw from a programme at any time by telling us. Programme fees are not refunded if you withdraw. There are four exceptions: if you cancel within the Cooling-off Period under clause 5.3, if clause 7.1 applies, if clause 11 applies, or if the law requires a refund.

We take this approach because a programme is planned, staffed and coordinated as a whole from the outset, with clinical time and arrangements with other organisations committed in advance.

Some programmes have a clinical decision point or review at the end. The outcome of that review is a recommendation. Whether you act on it is your choice, and any further service we recommend is separate and may cost extra.

7.1 If we do not deliver the programme as described

Clause 3.4 accepts that the timing of individual appointments may vary. That flexibility is not a licence for us to fall materially short of what we described to you.

This clause applies if we materially fail to deliver a programme as set out in its Service Description, either because we do not provide core inclusions, or because of delays well beyond the timeframe we described. It does not apply where the delay is caused by you, or by circumstances beyond our reasonable control.

If that happens, tell us and we will work with you to put it right. We might reschedule, extend the programme period, or provide the parts you have missed.

If we cannot put it right within a reasonable time, you can withdraw. We will refund the part of the programme fee that reasonably reflects what we did not deliver, less any costs we cannot cancel that we have already incurred with other organisations, with your approval.

This right is in addition to your rights under the Consumer Guarantees Act 1993, and does not limit them.

8. Ongoing and recurring services

This clause applies to services provided on a recurring or subscription basis.

8.1 What is included

Your ongoing service includes the core inclusions described in its Service Description when you join. We may offer optional add-ons, programmes and other extras from time to time, charged separately. You do not have to buy any of them to keep your core service, unless we reasonably consider that carrying on without further assessment would create a clinical safety issue or make the service unsuitable for you.

8.2 How long it lasts, and renewal

Unless the Service Description says otherwise, ongoing services run for an initial fixed term of 12 months, which gives you continuity of care and time to put your plan into practice. At the end of each term, the service renews automatically for another term of the same length. To stop that, turn renewal off in your account settings, or email us, before the renewal date.

You can cancel before renewal without penalty. Cancelling takes effect at the end of your current term, unless these Terms give you an earlier right to cancel (such as the Cooling-off Period in clause 5.3), or the law does.

8.3 Your locked-in rate

Your rate for a core ongoing service is locked in from the day you join, for as long as that service stays active. It can only change if the law requires it, if taxes or payment processing charges change, or if you agree. If your service ends and you later rejoin, you pay the fee that applies at that time.

8.4 Putting your service on hold

After your first 6 months, you can ask us to put an ongoing service on hold for up to 3 months if you are unable to attend appointments (email accounts@agebrightly.co.nz). If we approve, we will confirm in writing and the hold starts at the beginning of your next billing month. We will extend your end date by the length of the hold, and if you pay monthly by direct debit we will pause your payments and restart them afterwards, with the same number left to make.

8.5 Giving your visits to your spouse or partner

Ongoing services are personal and usually cannot be transferred. The one exception is that if you cannot use the clinical visits included in your current term, or do not expect to, you can ask us to pass those unused visits to your legal spouse or de facto partner. We need to approve this and it depends on whether it is clinically appropriate. Your spouse or partner will need to register, complete our onboarding and health intake forms, and accept these Terms.

Visits passed on this way depend on availability and must be used within your current term. Fees are not refundable and no other benefits transfer. We may refuse or limit a request if we reasonably believe it is for convenience or resale rather than a genuine inability to use the visits, or if it would create a clinical safety issue.

8.6 If you die during an ongoing service

We will cancel the service one month after we receive written notification.

Where it is clinically appropriate, any unused portion can be passed to a nominated family member or friend. For that to happen, we need reasonable evidence of the death and confirmation of who is to receive it, the request needs to be made within 6 months of us being notified, and the person receiving it needs to complete our onboarding and accept these Terms.

9. Your responsibilities and use of our platform

Please give us accurate and complete information, and keep it up to date.

Please use our platform, and its messaging and booking tools, in good faith and not misuse them.

We grant you a personal, limited, revocable, non-exclusive, non-transferable licence to use our platform and services for your own non-commercial purposes, and in line with these Terms. This means you must not do any of the following, and must not let anyone else do them:

• copy, modify, adapt, translate, create derivative works from, disassemble, decompile or reverse-engineer any part of the platform, except where the law says that restriction does not apply;

• use the platform to build a competing service, or to benchmark or scrape data, including by using bots, spiders, crawlers, harvesters or similar tools;

• interfere with or disrupt the platform, or the networks or equipment used to provide it, including by introducing malware or excessive traffic;

• get around any security or access-control feature; or

• use the platform for any unlawful purpose, or in a way that infringes someone else’s rights.
  

We or our licensors own all rights in the platform, our content, our trade marks and the technology behind them. You do not gain any ownership rights in the platform.

10. Privacy and your information

We collect personal and health information so that we can provide our services. That includes arranging tests and telling you about results and recommendations.

With your authority, we may ask your GP or other providers for information, and share relevant information with others involved in your care, such as a laboratory or a specialist we refer you to.

Our Privacy Policy forms part of these Terms. It sets out how we collect and use your information, and your rights to see it and correct it.

10.1 Clinicians working from overseas

Some Brightly Clinicians may be physically located overseas, including in the United Kingdom. They are registered in New Zealand and hold current annual practising certificates, and New Zealand law and professional standards apply to them.

They access your information to review and approve plans and to do things reasonably connected with that, as part of our own team and under our control, using our secure systems. The same New Zealand privacy obligations apply as if they were here. If you would prefer your care was handled only by practitioners physically in New Zealand, tell us and we will arrange that where we can.

10.2 How we contact you

We will send you messages about your care, such as booking confirmations, reminders and updates to your plan. We will only send you marketing if you have agreed to it, and every marketing message will include a way to unsubscribe. You can manage your preferences in your account.

11. Suspending or ending your service

We may suspend or end your access to a service, on reasonable notice, if:

If we end a service without cause, we will refund any fees you have paid in advance for the period or part you have not received, apart from Partner Service fees that cannot be refunded, separately charged add-on fees, and costs we have already incurred with other organisations with your approval. Your rights under the Consumer Guarantees Act 1993 are not affected.

11.1 Treating each other with respect

We want everyone who works with us, and everyone we care for, to be treated with courtesy and respect. That works both ways: you can expect it from our team, and we ask the same of you and anyone who comes with you.

We know that ill health, worry and frustration can make anyone short-tempered, and we do not take offence easily. We also recognise that some of the conditions we work with, including cognitive impairment, can affect how a person behaves, and that this is not something they choose. We will always take that into account before we do anything.

If behaviour towards our team is abusive, threatening or discriminatory, a member of the Brightly Team may bring an appointment to an end, and someone else will contact you afterwards to talk it through and, where we can, arrange another.

We would only suspend or end your service over behaviour if it is serious, or if it continues after we have raised it with you. First we would talk to you, explain our concerns and give you a chance to respond, and where appropriate we may involve your support person rather than end your care. If we did end your service on this basis, we would refund any fees paid in advance for the part you have not received, and help you find another provider.

12. Changes to services and to these Terms

12.1 Changes to our services

We may introduce new services, and change, rename, suspend or withdraw existing ones. If you have already bought a service, we will keep providing it as set out in the Service Description that applied when you bought, for the term you paid for.

If we need to make a material change to a service you have bought, or withdraw it, we will tell you in advance. If the change materially reduces the core inclusions of that service, you can cancel it, and we will refund the part of your fee that reasonably reflects what we have not yet delivered.

12.2 Changes to these Terms

We may update these Terms from time to time where that is reasonably necessary, to reflect improvements to our services, changes in the law, or feedback from people who use them. If a change is material and may affect your rights for the worse, we will tell you in advance by email or through the platform, and ask you to confirm you accept it before it takes effect. For minor changes, continuing to use our services after the update takes effect means you accept the updated Terms.

If a change materially reduces the core functionality of a paid ongoing service, you can cancel before your next renewal.

13. Liability and your legal rights

Nothing in these Terms limits any rights you have under New Zealand law, including the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Code of Health and Disability Services Consumers’ Rights, the Privacy Act 2020 and the Health Information Privacy Code 2020.

To the maximum extent permitted by law, our total liability to you for any claim arising out of or in connection with your use of our platform and services is limited to the greater of (a) $1,000, or (b) the amount you paid us for services in the 12 months before the claim. We are not liable for indirect or consequential loss.

To avoid doubt, Brightly is not responsible for, and has no liability arising from, the advice, treatment or other services provided by partners as part of Partner Services, or by any Third-Party Offering. This does not limit any rights you may have directly against that party under applicable law.

If your rights under the Code of Health and Disability Services Consumers’ Rights or privacy law are affected by a privacy breach, you and the relevant regulators will be notified as required by law.

We are not responsible for delays or failures caused by events beyond our reasonable control, including internet outages, telecommunications failures, epidemics and natural disasters.

Clause 15.1 explains how this clause also applies for the benefit of Brightly’s related companies.

14. Complaints and how to contact us

We want to hear from you if something has not gone well. Telling us will never affect the care you receive.

You can complain in whatever way suits you best, in person, by phone, by letter, by email, or through your account. You can ask someone else to complain for you, and if you need help putting your complaint together, tell us and we will arrange it.

• General questions and rescheduling: hello@agebrightly.co.nz

• Accounts and payments: accounts@agebrightly.co.nz

• Complaints: complaints@agebrightly.co.nz, or phone 0800 159 753
  

If we cannot resolve things straight away, we will acknowledge your complaint in writing within 5 working days. Within 10 working days of that, we will either tell you our decision, or tell you that we need more time to look into it and why. If we do need longer, we will keep you updated at least once a month until we reach a decision. When we decide, we will explain our reasons and what we intend to do.

You do not have to complain to us first, and you do not have to wait for us to finish. The Health and Disability Advocacy Service gives free, independent and confidential support to anyone with a concern about a health or disability service, phone 0800 555 050, or visit www.advocacy.org.nz.

You can also complain to the Health and Disability Commissioner (www.hdc.org.nz), phone 0800 11 22 33. If your complaint is about privacy or how we have handled your health information, you can complain to the Privacy Commissioner (www.privacy.org.nz), phone 0800 803 909.

If your complaint is about a Partner Service, the organisation that provided it is usually best placed to deal with it, and we can help you raise it with them. You do not have to go to them first, and if your complaint is about something that was our responsibility, we will deal with it ourselves.

15. General

15.1 Brightly’s related companies

Your agreement is with Brightly Health Limited, but other companies related to it may help deliver your. So the parts of these Terms that protect Brightly, such as clause 3.2 (scope and limitations), clause 4 (services provided by other organisations), clause 9 (use of our platform) and clause 13 (liability and your legal rights), are also for the benefit of those companies and their directors, employees and contractors, and can be enforced by them under subpart 1 of Part 2 of the Contract and Commercial Law Act 2017.

The limit on our liability in clause 13 is a single limit shared by Brightly and its related companies, so claiming against more than one does not increase the total. A related company means a company related to Brightly Health Limited under section 12 of the Companies Act 1993.

None of this reduces your rights under New Zealand law or changes who you deal with day to day. To raise something, contact us using the details in clause 14.

15.2 Transferring this agreement

You cannot transfer your agreement with us to someone else, except where clause 8.5 or clause 8.6 lets you pass on unused visits. We may transfer our rights and obligations to a related company, or to someone who acquires our business or the part of it that provides your service.

15.3 Other things

New Zealand law governs these Terms, and the New Zealand courts deal with any disputes.

If any part of these Terms cannot be enforced, the rest still applies.

These Terms, together with the Service Description for your service, any Additional Terms and our Privacy Policy, form the entire agreement between you and Brightly for the services you buy.