Privacy and terms

PREKURE Clinic Terms of Service
Version 2.1 · 19 October 2026

1. Our agreement with you

These terms apply to the PREKURE Clinic website, free Action Plan Sessions, single coaching sessions and coaching programmes supplied by Clinical Nu Limited, trading as PREKURE. Our NZBN and contact details appear in section 1 of our Privacy Policy.

PREKURE is responsible for the service we sell you. A PREKURE-certified coach may deliver it on our behalf as an independent contractor. You pay PREKURE for a PREKURE programme; we handle the service arrangements, payment questions and refunds. That arrangement does not remove a coach's own professional or legal duties.

Before you book or buy, we make the applicable terms and service description available and ask you to accept them. Your confirmed service description and any specific arrangement agreed in writing form part of the agreement. We give you a copy you can keep. A specific agreed arrangement can add to these terms but cannot take away rights you have under law.

The website-use rules in section 13 apply when you use the website. Merely reading a page does not create a paid service contract or consent to unrelated health-information uses. Privacy information explains our handling; it is not blanket consent to every future use.

2. Eligibility and coaching scope

Clinic questionnaires, bookings, coaching and invited testing are for adults aged 18 or over in New Zealand. Tell us if you will be outside New Zealand for a session so we can assess whether it can proceed safely and appropriately.

Our six coaching programmes are Weight, Peri/Menopause, Burnout & Stress, Diabetes, Sleep and PREKURE Me. They support goals and practical changes in everyday habits. We discuss suitability with you and may recommend another service when your needs fall outside coaching.

PREKURE certification is a health-coaching qualification. It does not by itself mean that a coach is a registered doctor or another registered health professional. Before you commit, we tell you who will deliver your coaching and the relevant qualifications they hold.

Coaching works alongside your usual healthcare. Coaches do not diagnose, prescribe, supply medicines or direct you to start, stop or change medicines. Burnout & Stress coaching is not psychotherapy or crisis care. Diabetes coaching does not replace diabetes care. Peri/Menopause coaching does not diagnose menopause or prescribe hormone treatment. Sleep coaching does not diagnose or treat a sleep disorder. Programme names do not promise prevention, cure, reversal or a particular health result.

Coaching does not include prescribing or supplying supplements, directing you to start, stop or change one, clinically interpreting laboratory results, or conducting a formal medical or mental-health risk assessment. Your coach can help you follow the plan agreed with your usual health professionals. A coach's separate clinical qualification does not expand the service offered under these terms.

We remain responsible for reasonable care and skill, the service description and any purpose or outcome we specifically agree with you. General statements that results vary do not remove those duties.

Doctor appointments are not open under these terms. A Doctor waitlist place does not include a consultation, prescription, referral, laboratory test, monitoring or urgent medical advice. Any future GP service will have its own service information, clinical consent and terms before you book. Tests, medicines, wearables and medical consultations are not included in a coaching price unless expressly stated in your written service offer.

3. Safety and informed choice

The website, quizzes, Map and messages are not continuously monitored. They do not provide emergency care. If someone is in immediate danger in New Zealand, call 111. For health advice, call Healthline on 0800 611 116. Free brief emotional support is available by calling or texting 1737.

Seek appropriate medical assessment for new, severe, rapidly worsening or unexplained symptoms. Keep your usual GP and other healthcare arrangements. Do not delay needed care while waiting for a coach, a Map result or the Doctor waitlist to open.

Before and during coaching, we explain the proposed service, expected benefits, relevant risks, alternatives and costs in a way you can understand. Tell us about relevant changes and give information that is accurate to the best of your knowledge. You can ask questions, decline an action, request another opinion or stop a service.

You have the right to a support person or people of your choice, except where safety would be compromised or another consumer's rights would be unreasonably infringed. Tell us about language, communication or accessibility needs so we can agree suitable arrangements. Where needed and reasonably practicable, we arrange a competent interpreter. We treat you with respect and protect your privacy, dignity and independence. We respect cultural needs and beliefs, including the needs, values and beliefs of Māori.

You have the right to care free from discrimination, coercion, harassment, sexual or financial exploitation, and other exploitation.

If we consider coaching unsuitable or unsafe, we explain why and discuss an appropriate alternative or referral. We do not continue just to complete a package. Section 11 covers refunds when we cannot provide an appropriate service.

4. Quizzes, reflections and the Metabolic Map

Programme quizzes and reflections provide coaching information. A Metabolic Map brings together answers, measurements and programmed scores to support a discussion with your coach. They do not establish a diagnosis, confirm a disease risk or replace a registered health professional's assessment.

The Privacy Policy explains when answers remain in your browser and when you authorise saving and sharing. To book an Action Plan Session online, you need to agree to us saving your answers so your coach can prepare for your session. This is our booking requirement, not a legal one. If you'd rather not complete the questions or have your answers saved, contact support@prekure.com and we can arrange your booking another way.

Where a Map is included in your service, we tell you when you can start it and how coach review and release work. Booking a free session does not automatically unlock the paid programme Map. A score or flag is not an emergency alert, and you should not change treatment on its basis.

An invitation to test the Map is a voluntary product test. It is not a paid programme, medical assessment or promise of individual coach review. The invitation and privacy notice explain the test's purpose and access.

5. The free Action Plan Session

The Action Plan Session is a 30-minute online coaching conversation. It is free and creates no obligation to buy. It helps you discuss your priorities, consider whether coaching is suitable and understand any programme offered to you.

You can cancel or reschedule without a charge. Please let us know if you cannot attend so the time can be offered to someone else. We may limit repeated missed free bookings where reasonably necessary, explain that decision and discuss another way to contact us. We do not charge retrospectively for a session advertised as free.

6. Programme inclusions and prices

All prices below are in New Zealand dollars and include GST. They are total programme prices, not prices per week.

Reviews take place within the included sessions or check-ins unless your written offer expressly includes an additional appointment. Between-session messaging is included only where stated. It does not mean daily contact, immediate replies or unrestricted additional appointments. Priority rescheduling means reasonable priority within the coach's available times, not guaranteed same-day access.

Before you pay, we confirm your coach, programme, start date, session arrangements, included Map access, total price and payment timing in writing. Your offer explains the timing and scope of the scheduled check-ins and, for Sustain, what extra follow-up is included when a significant change affects the plan. For messaging, we agree the channel, staffed hours and expected response time before the programme starts. None is an urgent-care channel.

If we agree a different service or price, we describe it clearly before you accept. Future price changes do not change an existing purchase without your agreement. We do not add an undisclosed administration or compulsory fee.

7. Payment

We provide the payment method, reference and amount before you pay. A payment link can be arranged manually; receiving one does not mean you have chosen a recurring subscription. Use only the payment details supplied through your confirmed PREKURE service arrangement, and contact us if they appear to have changed unexpectedly.

Where an instalment option is offered, we disclose the amount and date of every payment and the total before you agree. Instalments cover the agreed programme; they are not an automatically renewing service. We do not charge interest, credit fees or late-payment fees.

There is no ongoing subscription under these terms. Any future recurring service needs a separate offer, clear billing and cancellation information, and your express agreement.

Payment providers process card details; PREKURE does not keep your full card number. We provide a receipt or invoice and administer payment errors and refunds. If a payment fails, we contact you to resolve it and may pause future paid sessions on reasonable notice. That does not permit us to withhold your health record or remove your legal remedies.

8. Appointments, programme timing and rescheduling

Appointments are online unless we specifically agree otherwise. Times shown as New Zealand time follow New Zealand daylight saving. Use the meeting details in your booking confirmation and choose a private place with a suitable connection. Tell us about a connection problem promptly; we agree an alternative or reschedule where needed.

We plan your programme from the first paid coaching session you attend as part of that programme. We agree session dates and check-ins rather than assuming identical weekly contact for every package. A reasonable reschedule or an agreed pause changes the timetable. Sessions do not expire just because a displayed six-, eight- or twelve-week date has passed where a pause, provider cancellation or reasonable reschedule caused the delay.

Give at least 24 hours' notice to reschedule a paid appointment. We offer another suitable time. A purchased single session has no ordinary change-of-mind refund, including when you give more than 24 hours' notice. Programme cancellation is covered in section 10. Your legal remedies for a service problem still apply.

If you miss a paid appointment or give less than 24 hours' notice, we may count the appointment as used, either as one of your included programme sessions or as your purchased single session, where we reserved the time and could not reasonably reuse it. We consider the circumstances and explain our decision. We record it as a missed or cancelled appointment, not a coaching session received. A missed appointment does not start the guarantee.

We make fair exceptions for illness, emergency, disability-related needs or other circumstances outside your reasonable control. Missing one appointment does not automatically remove your guarantee or right to a legal remedy. If you arrive late, the appointment may end at its original time; we discuss a fair arrangement where a substantial problem prevented participation.

If PREKURE or your coach cancels or a problem with our service prevents the session, it does not count as used and does not reduce your remaining appointments. We offer a suitable replacement or the refund and cancellation options in section 11.

9. The PREKURE 30-Day Accountability Guarantee

This guarantee applies to Start, Build and Sustain in all six coaching programmes. It does not apply to a free session or a single coaching session. It is additional to your legal rights, which are not limited to 30 days.

The first paid coaching session you attend as part of the programme purchased is day one of its guarantee. The 30-day period ends at 11.59 pm New Zealand time on day 30. We confirm that date and the claim deadline in writing. An agreed pause or a delay in delivery caused by PREKURE extends both dates by the affected number of calendar days. We confirm the revised dates with you.

If you give the programme a fair go for those 30 days and decide it is not right for you, you can request a full refund. You can raise a concern at any time. You do not have to continue an unsafe or unsuitable service to reach day 30; section 11 and your legal rights apply to that situation.

A fair go means that you attend or reasonably reschedule the sessions and check-ins due in that period, complete the onboarding and any reviews due in that period that were disclosed before purchase, and make an honest attempt at the actions you agree with your coach. It does not require perfect adherence, a particular health result, or activities that were unsafe, unsuitable or never disclosed. We make the same fair exceptions described in section 8. We do not reject a claim because our own service or availability prevented participation.

Email support@prekure.com by 11.59 pm New Zealand time on the seventh calendar day after the guarantee period ends, using your name and purchase email. You do not need to disclose detailed health information or prove that your health failed to improve. If illness, an emergency or our delay prevents a timely claim, contact us when reasonably able and we consider it fairly.

We assess the claim promptly and explain our decision. If we need more information or time, we tell you what is needed and when we expect to decide. We give reasons if we decline and explain how to ask for a review or complain. A successful claim receives a full refund of all fees paid for that programme, including the sessions already delivered. We cancel the unpaid programme instalments. We deduct no administration or payment-processing fee and issue the refund within ten working days of approval. Section 11 explains how refunds are returned.

The seven-day claim window is for this voluntary guarantee only. It does not limit the time or grounds for a claim under the Consumer Guarantees Act or another applicable law.

10. Ending or pausing a programme

You can stop coaching at any time by telling us or your coach. Tell us if you would prefer a pause, a different coach or a change in focus; we discuss a suitable arrangement without pressure to continue.

Outside the 30-day guarantee, we do not refund programme fees or cancel the agreed programme price simply because you change your mind or decide to stop. This includes unused sessions and a change-of-mind cancellation before the programme starts. If you chose instalments, the remaining programme payments fall due on their agreed dates. We may agree to a pause, a coach change or another arrangement, and we confirm it in writing. We do not add a cancellation penalty or an administration fee.

This change-of-mind rule does not apply to a refund or cancellation right under law, a successful guarantee claim, or PREKURE's inability to provide the agreed service. Section 11 explains those remedies.

A single coaching session has no ordinary change-of-mind refund, whether or not it has taken place. You can reschedule it under section 8. A service failure is considered under section 11 and the law.

11. Service problems, coach changes and refunds

We provide services with reasonable care and skill, as described, and within the agreed time or a reasonable time. Applicable fitness-for-purpose guarantees and other consumer rights also apply. Those rights can cover qualifying free services as well as paid services.

We assess a service problem against all the inclusions we promised, including check-ins, reviews, agreed messaging and any included Map service. We explain the remedy and how any refund is calculated.

If a service fails to meet a legal guarantee, you may be entitled to have it put right, cancel, obtain a full or partial refund, or recover other loss under the law. What is appropriate depends on the problem. A problem that can be fixed must be addressed within a reasonable time; a substantial failure or one that cannot be fixed may give you cancellation rights without first accepting another attempt. You do not have to accept store credit instead of a refund you are entitled to receive.

If we refuse or fail to fix a problem within a reasonable time when the law requires us to do so, you may have someone else put it right and recover the reasonable cost from us, or exercise an available cancellation right.

If your coach is unavailable, we discuss a reasonably matched replacement, an agreed pause or cancellation. You do not have to accept a materially different service. If we cannot safely or reasonably provide the promised service, we refund the prepaid part we have not provided and cancel payments for that part. That minimum does not reduce any right to a full refund or compensation under law. The same approach applies if PREKURE stops operating a programme.

We discuss your coach preference before a transfer and explain any change to appointments, records access or agreed support. If a programme closes, we tell affected clients how to obtain their records and who will deal with outstanding service questions and refunds. With your authorisation, we help provide relevant information to a replacement provider.

We confirm how we calculated a refund. Unless the applicable law requires a different response, we issue an agreed refund within ten working days, normally to the original payment method. The payment provider may take additional time to show it in your account. If that method is unavailable, we verify and agree another safe method. We do not deduct a payment-provider fee from an amount you are entitled to have refunded.

12. Communications, records and recordings

We use the contact details you provide for your booking and service. Keep them up to date. Emails about an appointment, payment or your programme are service messages. Marketing is a separate optional choice.

Our Privacy Policy describes your service records and access rights. A request to withdraw from coaching does not require us to delete information we must lawfully keep. We explain any continuing retention and restrict access to the relevant purpose.

PREKURE and your coach do not record or automatically transcribe a session without your prior informed agreement and the agreement of other participants. We explain any proposed recording's purpose, method, recipients and retention first. If you want to record for your own reference or accessibility, discuss it with us before the session so we can agree suitable privacy arrangements. Accepting these terms is not recording consent.

External AI meeting assistants must not be used for Clinic sessions under these documents. Any future proposal needs a separate privacy assessment and notice before we ask for consent.

We disclose a material referral or commercial interest before you rely on a recommendation. You can choose another provider. A recommendation does not require you to buy a product or an additional service from PREKURE or a related provider.

13. Website, accounts and materials

Use your own account and keep sign-in details and invitation links secure. Do not impersonate someone, access another person's record, introduce malicious code, bypass access controls or disrupt the service. Contact us if you suspect unauthorised access. We may restrict access reasonably to address a security, safety or misuse issue, explain the reason where appropriate and provide a way to discuss the decision. Restricting online access does not remove rights to records, complaints or refunds.

PREKURE and its licensors own the website and programme materials. You may keep and use materials supplied to you for your participation and ongoing personal use, and share relevant material with your support person or health professional. Your health information remains subject to your privacy and access rights; an intellectual-property claim does not prevent you receiving, keeping or sharing your own record. Do not sell or republish programme materials without permission, except where the law allows it. Giving feedback does not give us permission to publish an identifiable health story or testimonial.

Third-party scheduling, meeting and payment services may have their own terms. Those do not reduce PREKURE's obligations under this agreement or New Zealand law. We may maintain, correct or temporarily pause the website. If an interruption materially affects a booked or paid service, we discuss an alternative, reschedule or appropriate remedy rather than treating the interruption as your missed appointment.

14. Complaints

Contact support@prekure.com about a service, payment, cancellation or refund. You can also raise it with your coach, in writing, by phone, during a session or in another way that works for you. You can have a support person or representative. A complaint does not affect your right to respectful care.

We record the issue and our response, explain your internal and external options, and acknowledge the complaint in writing within five working days unless it has already been resolved to your satisfaction. Within ten working days after acknowledgement, we decide whether it is justified or determine the further investigation time needed. If more than 20 additional working days are required, we explain why. We give progress updates at intervals of no more than one month.

We give you the information we hold that is relevant or may be relevant to your complaint, subject to any legal restriction, and explain any restriction. We communicate the decision, reasons, proposed action and any internal review option as soon as practicable. Privacy complaints are handled by the Privacy Officer under section 13 of the privacy policy.

You can contact the Nationwide Health and Disability Advocacy Service for free independent support, complain to the Health and Disability Commissioner, or use an available consumer remedy such as the Disputes Tribunal. You do not have to complete our internal process before seeking external help. Privacy complaints can be made to the Office of the Privacy Commissioner.

15. Your legal rights and our responsibility

Nothing in these terms excludes or limits rights or remedies that cannot lawfully be excluded or limited, including under the Consumer Guarantees Act 1993, Fair Trading Act 1986, Privacy Act 2020 and the Code of Health and Disability Services Consumers' Rights where it applies.

PREKURE remains responsible for its service and for people acting on its behalf to the extent required by law. The limits of coaching do not excuse a failure to meet those duties.

16. Changes and governing law

We may update these terms for future bookings, purchases and website use. We show the new date and version and notify you of material changes affecting an ongoing arrangement. The terms accepted for an existing purchase continue to apply unless a change is required by law or we agree it with you. We do not change an existing price, reduce its inclusions or remove a refund right simply by updating this page.

New Zealand law governs the agreement. New Zealand courts and tribunals have non-exclusive jurisdiction. An unenforceable part does not affect the remaining terms or your statutory rights. A discussion or optional mediation does not stop you using an available legal or regulatory process.

Questions about these terms can be sent to support@prekure.com.