This is an example of one of our Membership Agreements. Please ensure that you read your own agreement for specific terms and conditions.
The Basis of Our Relationship
This Membership Agreement ("Agreement") is made between Aurum Health Limited ("Aurum") and you, the individual entering this relationship as the Primary Member.
It governs all Aurum Elite services you have chosen, as detailed in Schedule One. Please read it carefully. It is written in plain language wherever possible — we believe a healthcare agreement should be understood by the person signing it.
This Agreement is effective from the date you sign it and continues in accordance with the terms below. The specific services, fees, and household members covered are set out in Schedule One, which forms part of this Agreement.
A note on professional legal advice: This Agreement has been prepared with care and reflects current New Zealand law. However, for any matters of material financial or personal significance, we recommend you seek independent legal advice before signing. Your Relationship Manager is available to walk through any part of this document with you.
Definitions
In this Agreement, the following terms carry the meanings set out below.
Services Covered
Aurum Elite offers the following services. The services subscribed to under your Agreement are confirmed in Schedule One. Some services are one-time; others renew annually. All are provided with the same standard of care and personal attention.
Pre-Arrival & Arrival Care
For those relocating to New Zealand. Includes a pre-arrival GP consultation, personalised health plan, prescription continuity, Relationship Manager assignment, and priority GP appointment within your first five days.
One-timeClinical Onboarding
For those already living in New Zealand. Includes medical records transfer, an in-depth GP interview, personalised health plan, specialist network mapping, and Relationship Manager assignment.
One-timeOngoing Membership
The foundation of your Aurum Elite relationship. Named GP, dedicated Relationship Manager, telehealth consultations as often as your care requires (fair use applies), In-Home diagnostic device, planned in-person consultations, and full provider coordination.
AnnualPreventative Medicine
Annual health planning and science-led preventative strategy. Includes extended screening, a bespoke Women's or Men's Health plan, and quarterly wellness reviews. Available to adults aged 18 and over only.
Annual · Adults 18+ only12-Week Coordination Programme
GP-led reviews, health coaching, personalised goal planning, and full referral and follow-up coordination over twelve weeks. Available independently of other services.
One-time · Optional
Whangaroa Harbour — Northland
Fees & Payment
Your fees are confirmed in Schedule One. All fees are stated inclusive of GST. A 5% discount applies when annual services are paid in full at the start of each period.
Annual Services
Ongoing Membership and Preventative Medicine are billed annually. You may elect to pay the full annual amount at commencement (with the applicable 5% discount) or in monthly instalments via direct debit or bank transfer. Payment frequency is confirmed in Schedule One.
One-Time Services
Pre-Arrival & Arrival Care, Clinical Onboarding, and the 12-Week Coordination Programme are one-time fees invoiced on commencement. Payment is due within 7 days of invoice unless otherwise agreed.
Third-Party Costs
Your Aurum fees cover all services delivered directly by Aurum. If your care plan requires specialist consultations, diagnostic tests, or laboratory screening, those providers set and charge their own fees. Aurum will clearly communicate any anticipated third-party costs before making a referral. You will never be surprised by a cost from Aurum.
Payment Methods
Aurum accepts bank transfer and credit card, both without surcharge. Direct debit arrangements are available and can be established with your Relationship Manager.
Fee Changes
Aurum may adjust membership fees at renewal. You will be notified at least 30 days before your renewal date. If you do not wish to continue at the revised fee, you may cancel in accordance with Clause 13 of this Agreement without financial penalty.
Household Members
Aurum Elite is designed for families and households as well as individuals. All persons covered under this Agreement are named in Schedule One.
Primary Member
The Primary Member is the signatory to this Agreement and the account holder. All administrative matters — including amendments, cancellation, and account enquiries — are managed by and through the Primary Member.
Additional Adults (18 and over)
Any adult Household Member must separately sign or provide written acknowledgement that they have read and accepted this Agreement before accessing services. Their signature or acknowledgement will be appended to this Agreement and Schedule One. By accessing services, each adult Household Member agrees to be bound by all terms and conditions.
Adult Dependants (18–24)
Adult dependants are named in Schedule One and priced at the standard adult rate. They must provide their own written acknowledgement of this Agreement, as they are adults who cannot be bound by the Primary Member's signature alone. Their Relationship Manager will coordinate this as part of onboarding.
Children and Minors
Children under 18 are named in Schedule One and covered by the Primary Member signing in their capacity as legal guardian. All clinical rights, privacy protections, and service entitlements of the child are maintained in full. As children reach 18, they will be invited to provide their own adult acknowledgement.
Privacy Between Household Members
Each adult Household Member's health information is held in strict confidence from all other Household Members, including their partner or co-signatory. No health information about one adult is disclosed to another. Children's information is disclosed to a legal parent or guardian only, in accordance with the Health Information Privacy Code 2020. This confidentiality is absolute and cannot be waived by the Primary Member on behalf of another adult.
Changes to Household Composition
If your household circumstances change — including the departure of a Household Member, separation, or the addition of a new member — please notify Aurum within 30 days by emailing help@aurumhealth.nz. Aurum will update Schedule One and confirm any fee adjustments. In circumstances of relationship separation, Aurum will work with both parties respectfully and in accordance with each individual's rights.
Term & Renewal
This Agreement is effective from the Commencement Date and continues in accordance with the service type:
Annual Services
Ongoing Membership and Preventative Medicine each run for 12 months from the Commencement Date and renew automatically for successive 12-month periods, unless cancelled in accordance with Clause 13. Aurum will send a renewal reminder to your registered email address at least 30 days before each renewal date.
One-Time Services
Pre-Arrival & Arrival Care, Clinical Onboarding, and the 12-Week Coordination Programme do not renew. They are complete when the services described have been delivered, or as otherwise agreed with your Relationship Manager.
Named Doctor Continuity
Your Ongoing Membership includes a named doctor as the consistent clinical lead for your care. In the event that your named doctor leaves Aurum, your Relationship Manager will contact you promptly and introduce you to a replacement doctor of equivalent experience within the Aurum team. Your care history, health plan, and relationship context will be fully transferred — your continuity of care is not interrupted. If, after being introduced to a replacement doctor, you do not wish to continue your membership, you may cancel with no further notice period and receive a pro-rated refund of any unused prepaid amount within 14 days.
Clinical Scope & Telehealth
In an emergency, call 111 immediately or go to your nearest emergency department. Aurum's telehealth services are not designed for medical emergencies and cannot substitute for urgent in-person care.
What Telehealth Is Well-Suited For
Aurum's services are designed for ongoing and proactive care, including: chronic and complex condition management; follow-up consultations; prescription management and reviews; lifestyle and preventative medicine; long-term health planning; and care coordination with specialists and other providers.
When In-Person Care Is Needed
Your doctor will advise when in-person assessment is clinically necessary. Aurum's team will assist with coordinating appropriate in-person care and remain involved in your broader care pathway. Telehealth does not replace the full scope of in-person general practice for all clinical situations.
Prescribing Standards
Aurum's doctors comply with the Medical Council of New Zealand's telehealth and prescribing standards in full. Certain medications — including controlled substances — may require in-person assessment before a prescription can be issued. Your doctor will be transparent with you about any such requirements.
Professional Standards
All clinical staff at Aurum practise within their scope of practice as defined by their relevant regulatory body — the Medical Council of New Zealand, the Nursing Council of New Zealand, or other applicable authority. Your rights under the Code of Health and Disability Services Consumers' Rights are upheld at all times.
Face-to-Face Services
Aurum Elite is a telehealth-first service. The foundation of your care — consultations, prescription management, care coordination, and your relationship with your doctor — is delivered remotely. Face-to-face appointments with Aurum are an enhancement to this model, available in select locations on an advance-booking basis. They are not part of the core service and are not guaranteed.
Important: Access to an Aurum face-to-face appointment is subject to availability and location. Where an Aurum in-person appointment is not available or is not clinically suitable, Aurum will coordinate your care with an appropriate third-party provider. Aurum's coordination role in those circumstances is covered under your membership; the third-party provider's fees are separate and will be communicated to you before any referral is made.
When Face-to-Face Is Offered
A face-to-face appointment with Aurum may be arranged where: your doctor and you agree that in-person assessment would meaningfully improve your care; or you have a preference for in-person consultation and availability permits. In either case, an appointment must be booked in advance through your Relationship Manager. Face-to-face appointments are not available on a walk-in or same-day basis.
Locations
Aurum's face-to-face consultations are available in a select number of central New Zealand locations. These locations may change from time to time. Availability in a specific location is not guaranteed, and Aurum makes no representation that face-to-face appointments will be available in your area at any given time. Your Relationship Manager will advise which locations are currently active and assist with booking.
When Aurum Face-to-Face Is Not Available
Where an Aurum-provided face-to-face appointment is not available, or where in-person care requires a setting beyond Aurum's co-location spaces, Aurum will coordinate access to an appropriate third-party clinical provider on your behalf. This coordination is part of your membership. The third-party provider will charge their own fees, which Aurum will communicate clearly before any referral is confirmed. The quality and outcome of care provided by third-party providers is the responsibility of those providers; Aurum's obligations are limited to the coordination role described in Clause 15.
Our Spaces
Where face-to-face appointments are available, they are held in premium co-location spaces selected by Aurum's clinical team for their quality, suitability, and discretion. Each space offers private, confidential consulting rooms. Where available, shared lounge facilities and refreshments are available for your use before or after your appointment.
Arrival & Discretion
When you arrive, you may be asked to sign in at reception. For your discretion, you are welcome to note simply that you are meeting with a colleague. Your presence in our spaces is treated with complete confidentiality.
Appointment Times
You will have the full, undivided attention of your clinician during your booked appointment slot. We ask that you are mindful of the scheduled time — our commitment to all clients is to begin and end consultations on schedule. If you anticipate needing more time, your Relationship Manager can arrange an extended slot in advance.
Rapid Diagnostics
Where clinically appropriate, your doctor may offer rapid diagnostic testing during a face-to-face consultation. Any testing will be discussed with you and agreed before proceeding.
Fair Use
How Access Works
Your consultations, messages, and Relationship Manager contact are not capped by number. We ask in return that services are used for the genuine healthcare of you and your named Household Members — not for third-party clinical opinions, medico-legal or insurance work unrelated to your own care, or in a manner that places sustained unreasonable demand on Aurum's clinical or operational team.
If a concern ever arises, our first response is always a direct, personal conversation — never a restriction placed without notice. Full details of what fair use looks like in practice are set out in the Fair Use Policy, which forms part of this Agreement.
Privacy & Your Health Information
Aurum holds all personal and health information in strict confidence, in full compliance with the Privacy Act 2020 and the Health Information Privacy Code 2020. Your health information belongs to you — not to Aurum.
How We Hold Your Information
Clinical information is stored within Aurum's secure clinical management system and accessed only by clinical staff directly involved in your care. Relationship Managers have access to the administrative and coordination information necessary to provide your service — not to your clinical records.
Your Rights
You have the right to access your health information at any time, to request corrections, and to understand how your information is used. These rights are exercised directly and independently by each adult Household Member — one adult's access to their own records does not extend to another's.
Disclosure
Aurum will not share your health information with any third party — including Immigration New Zealand, financial institutions, visa authorities, or insurance providers — without your explicit written consent, except where required by law. A full account of Aurum's privacy practices is available in the Client Privacy and Data Care Policy.
Retention After Membership Ends
When your Agreement ends, Aurum retains your clinical records in accordance with its obligations under the Health Information Privacy Code 2020, which requires health information to be held for a minimum of ten years from the date of your last consultation. Your records remain accessible to you on request throughout this period at no charge. Non-clinical personal data (such as contact details and billing records) is retained only for as long as is required by law or legitimate operational need, after which it is securely deleted. You may request confirmation of what personal data Aurum holds about you at any time by contacting help@aurumhealth.nz.
Beech Forest — Glenorchy, South Island
In-Home Devices
Where an In-Home Device is offered as part of your services, the following terms apply. Use of a Device is optional — choosing not to receive or use a Device has no effect on any other part of your services.
Ownership
All In-Home Devices remain the property of Aurum at all times. You agree to use any Device in accordance with the instructions provided and to keep it in good working order.
Return & Condition
When your Agreement ends or a Device is no longer required, you must return it to Aurum in a clean, functioning condition. If a Device is returned in a condition that is not reusable, Aurum may charge a reasonable replacement or repair fee. The maximum replacement charge will be communicated to you at the time the Device is offered, and any intent to apply such a charge will be notified to you in advance.
Additional Payment for Devices
Some Devices may involve an additional payment, which may take the form of a returnable deposit, an enhanced membership contribution, or a one-time charge. Any such arrangement will be confirmed in an updated Schedule One before it takes effect.
Extraordinary Circumstances
Neither Aurum nor the Primary Member will be liable for a failure or delay in performing obligations under this Agreement where that failure or delay is directly caused by a Force Majeure event — including natural disaster, pandemic, civil emergency, or government directive — provided that the affected party:
Obligations in a Force Majeure Event
Takes all reasonable steps to fulfil its obligations and mitigate the impact of the event; and provides written notice to the other party as soon as reasonably practicable, describing the nature of the event and its likely duration. Aurum will communicate openly and promptly with all affected members.
Service Quality & Complaints
We welcome all feedback, and have a dedicated policy, Client Feedback and Insights. Aurum is committed to providing care and service at the highest standard. If at any point we fall short of your expectations, we want to know.
In the First Instance
Please speak directly with your Relationship Manager. Most concerns are best resolved through open conversation, and we take every piece of feedback seriously. Your Relationship Manager is your first and most direct point of contact.
Formal Concerns
If your concern is not resolved to your satisfaction, you may make a formal complaint by emailing help@aurumhealth.nz. Aurum will acknowledge your complaint within two Business Days and respond in full within ten Business Days. All complaints are handled confidentially and in accordance with the Client Feedback and Insights Policy.
Health & Disability Commissioner
You have the right at any time to contact the Health and Disability Commissioner (HDC) about the care you have received. This right exists independently of any internal process and cannot be affected by this Agreement. The HDC can be reached at hdc.org.nz or by calling 0800 11 22 33.
Cancellation & Termination
Peace of Mind — Five-Day Cooling-Off
We are confident in what you will experience with Aurum from the very first interaction. In that spirit, if within five working days of signing this Agreement you decide this is not the right moment to begin — for any reason — please notify us at help@aurumhealth.nz and your payment will be refunded in full within 14 days. No explanation is required. We would rather you join when the time is fully right.
This applies to annual services (Ongoing Membership and Preventative Medicine) and to any one-time service where no clinical work has yet commenced. Where clinical work has begun, the standard terms in this clause apply.
Cancelling Annual Services
You may cancel Ongoing Membership and/or Preventative Medicine by providing three months' written notice to Aurum via email at help@aurumhealth.nz. The notice period begins on the date Aurum receives your written notice.
All services remain fully available to you throughout the notice period. The three-month period is not a financial penalty — it reflects the time required to manage your care transition thoughtfully and to rebalance our clinical capacity. Whether you choose to use your services during this period is entirely your decision. The notice period is a mutual commitment to a considered transition, not a restriction on your access.
Any prepaid fees covering the period beyond the end of your notice period will be refunded to you within 14 days of the notice period ending. Fees corresponding to the notice period itself are not refundable, as services are fully available and clinical capacity is held for you throughout.
Cancelling One-Time Services
One-time services (Pre-Arrival & Arrival Care, Clinical Onboarding, and the 12-Week Coordination Programme) may be cancelled with a full refund before your first consultation is completed. Once clinical work has commenced — defined as the completion of your first consultation under that service — the investment is non-refundable, as substantial clinical time and preparation will have been committed. If you have concerns after commencement, please speak with your Relationship Manager.
Termination by Aurum — Serious Breach
Aurum may terminate this Agreement immediately by written notice for serious breach, including: persistent non-payment; abusive, threatening, or harmful behaviour toward Aurum staff or other members; conduct that undermines Aurum's integrity or the safety of others; or any serious breach of this Agreement or Aurum's Incorporated Policies.
Termination by Aurum — Minor Breach
For minor breaches — including a single late payment or a minor policy breach — Aurum will notify you in writing and give you 14 days to remedy the breach. If the breach is not remedied within that period, Aurum may then terminate this Agreement.
Effect of Termination
Termination does not affect any rights or obligations that have already accrued. Where Aurum terminates for serious breach, no refund is payable for any unused prepaid period. Where termination is for any other reason, Aurum will calculate and refund any unused prepaid amounts within 14 days.
Indemnity
You agree to indemnify Aurum against losses, costs, or damages (including reasonable legal fees) that Aurum directly incurs as a result of:
Scope of Indemnity
Any failure by you or a Household Member to meet your obligations under this Agreement; any wilful or negligent conduct by you or a Household Member in connection with the use of services; any claim by a third party directly arising from your or a Household Member's conduct in using services in a manner inconsistent with this Agreement or applicable law; or any damage to an In-Home Device caused by failure to follow the supplied instructions.
Limits of Indemnity
This indemnity does not apply where Aurum has acted in breach of this Agreement, has been grossly negligent, or has engaged in wilful misconduct. It does not require you to indemnify Aurum for the consequences of clinical decisions made by Aurum's own practitioners. Any claim under this clause will be managed in good faith, with Aurum consulting you before taking any step that could materially affect your position.
Limitation of Liability
Exclusion of Indirect Loss
To the maximum extent permitted by law, Aurum is not liable for any indirect, incidental, or consequential loss or damage, including loss of income or opportunity, arising in connection with this Agreement. This exclusion does not apply where such limitation is prohibited by the Consumer Guarantees Act 1993 or other applicable New Zealand law.
Cap on Direct Liability
Aurum's total liability for any direct loss or damage under or in connection with this Agreement is limited to the total fees paid by you in the 12 months immediately preceding the event giving rise to the claim.
Your Consumer Rights Are Protected
Nothing in this Agreement limits or excludes your rights under the Consumer Guarantees Act 1993. Aurum provides its services with reasonable care and skill and will address any failure promptly. Your rights under the Health and Disability Commissioner Act 1994 and the Code of Health and Disability Services Consumers' Rights are not affected by this Agreement in any way. You can contact the Health and Disability Commissioner at any time.
ACC
New Zealand's Accident Compensation scheme may provide cover for treatment injuries arising in connection with your care. The existence of ACC cover does not affect your rights to complain to the Health and Disability Commissioner or any other relevant regulatory body.
General Provisions
Third-Party Services
Aurum is responsible only for services it delivers directly. Aurum is not liable for the quality, outcomes, or costs of Third-Party Services, even where those services are referred or coordinated by Aurum. We work to ensure referrals are made to providers of appropriate quality and will always communicate known costs to you before making a referral.
Intellectual Property
All materials, frameworks, workflows, and content produced by Aurum — including clinical care plan templates, health education resources, digital content, and branded materials — remain Aurum's intellectual property. For the avoidance of doubt, your personal health data and clinical records belong to you, not to Aurum.
Policy Updates
Incorporated Policies may be updated or supplemented from time to time. Aurum will give you 30 days' written notice of any material change. If you do not accept a change, you may cancel your membership in accordance with Clause 13 without financial penalty, receiving a pro-rated refund for any unused prepaid period.
Health & Safety
Both parties will comply with their respective obligations under the Health and Safety at Work Act 2015. A copy of Aurum's Health and Safety policy is available on request from your Relationship Manager.
Waiver
A failure to exercise, or a delay in exercising, any right under this Agreement does not operate as a waiver of that right. No waiver constitutes a waiver of any subsequent or continuing right.
Severability
If any provision of this Agreement is found to be void or unenforceable by a court, that provision is severed and the remaining provisions continue in full force and effect.
Governing Law
This Agreement is governed by the laws of New Zealand. Any disputes that cannot be resolved by negotiation are subject to the exclusive jurisdiction of the New Zealand courts.
Electronic Signatures
This Agreement may be signed electronically. An electronic signature is as valid and binding as a handwritten signature for all purposes under New Zealand law.
Entire Agreement
This Agreement (including Schedule One and all Incorporated Policies) constitutes the entire agreement between the parties in relation to its subject matter. It supersedes all previous discussions, representations, and agreements. No variation is effective unless made in writing and agreed by both parties.
