Nuviya Tech Ltda. — Terms of Use (Australia)
Version 1.0 — effective 3 September 2026
1. These terms and who you are dealing with
1.1 These Terms of Use ("Terms") govern your use of nuviya.com.br/au, the MyNuviya patient portal (app.nuviya.com.br), our phone, email and chat channels, the Nara assistant and the information and tools we provide through them (together, the "Platform"). By using the Platform you agree to these Terms and to our Privacy Policy (nuviya.com.br/au/privacy).
1.2 The Platform is provided by Nuviya Tech Ltda., a company incorporated in Brazil (CNPJ 65.537.603/0001-72), of Rua Olimpíadas 134, 2nd floor, Vila Olímpia, São Paulo, SP 04551-000, Brazil ("Nuviya", "we", "us"). Nuviya is not an Australian company, does not hold an Australian Business Number, an Australian Financial Services Licence or an Australian Credit Licence, and is not registered with AHPRA. Our surgeons, hospitals and clinical services are located in and regulated by Brazil.
1.3 If you decide to have surgery through Nuviya you will enter into two further agreements: a Nuviya Service Agreement for our coordination services, travel arrangements and fees, and a Surgical Services Agreement directly with your chosen surgeon and hospital in Brazil. Those agreements govern the surgery and the package; these Terms govern your use of the Platform and the information on it. If they conflict, the Service Agreement prevails.
1.4 Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) ("ACL") or any other law that cannot be excluded by agreement.
2. What Nuviya is — and is not
2.1 Nuviya is a technology and patient-coordination service. We help Australians identify, compare and consult with independent plastic surgeons in Brazil, estimate the total cost of surgery abroad, and arrange the travel, accommodation, insurance benefit and on-the-ground support around a procedure.
2.2 We are not a healthcare provider. Nuviya does not practise medicine, does not provide medical advice, diagnosis, treatment or surgical services, and does not employ the surgeons on the Platform. Every surgeon, anaesthetist, hospital and clinic is an independent professional or business responsible for its own clinical decisions, care and outcomes. Our Chief Medical Officer oversees the standards we apply to the surgeons we work with; that oversight does not create a doctor–patient relationship between you and Nuviya or him.
2.3 Content is general information. Procedure descriptions, blog articles, FAQs, guides, BMI indicators, pricing and savings estimates and answers from Nara are general information for Australians considering surgery abroad. They are not medical, financial, legal or insurance advice, are not tailored to your circumstances, and must not be relied on in place of a consultation with a qualified practitioner. Consult your GP before deciding to have surgery abroad.
2.4 No guaranteed outcomes. Cosmetic surgery carries real risks, including infection, bleeding, scarring, asymmetry, dissatisfaction with the result, revision surgery, complications of anaesthesia, blood clots (including a higher risk from long-haul flights while healing) and, rarely, death. Results vary between individuals. Nothing on the Platform promises or guarantees any result.
2.5 Brazilian regulation. Surgeons on the Platform are registered with Brazil's Conselho Federal de Medicina and their regional council (CRM) and hold the plastic-surgery specialist qualification (RQE). They are not registered with AHPRA and are not subject to Australian medical-practitioner regulation. If something goes wrong, your remedies against the surgeon or hospital arise under Brazilian law and through Brazilian professional and court processes. We describe how we verify credentials at nuviya.com.br/au/how-we-verify-surgeons; verification means we have checked registration and stated criteria at the time shown, not that we warrant the surgeon's skill or any outcome.
3. Who can use the Platform
3.1 You must be at least 18 years old, have legal capacity, and be using the Platform for yourself (or, with their consent, to make an enquiry on behalf of another adult). The Platform is designed for people who live in Australia; if you use it from elsewhere, you do so on your own initiative and are responsible for local law.
3.2 You must give us accurate and complete information, including honest answers to health questions, and keep it up to date. Inaccurate health information can put your safety at risk and may void your insurance benefit.
4. Instant Surgeon Match and consultations
4.1 Our surgeon-match tool uses the answers you give us to shortlist and rank surgeons in our network. It is an automated recommendation reviewed by a Nuviya patient advisor. It is not a medical assessment, does not determine whether you are a suitable candidate for surgery, and does not commit any surgeon to accept you. Suitability, the procedure plan and the price are decided by the surgeon after consultation with you. Our Privacy Policy explains what information the tool uses and how to request human review.
4.2 The BMI figure we show is a screening indicator only. It is not a diagnosis and does not by itself determine eligibility.
4.3 Video and in-person consultations are provided by the surgeon, not by Nuviya. Consultations may be free or charged, as stated at the time of booking. You are responsible for attending on time and for the accuracy of anything you tell the surgeon.
5. Prices, estimates and savings
5.1 Prices, savings and cost breakdowns on the Platform (including the savings calculator and the prices page) are indicative estimates in Australian dollars. "From" prices are the lowest package price offered by a surgeon on our panel for that procedure at the time shown. Flight and accommodation figures are ranges based on typical fares and rates for the season and tier selected. Australian comparison figures are typical surgery-only prices drawn from the public sources cited on the prices page and are refreshed periodically.
5.2 Your actual price is the written package price quoted by your surgeon and Nuviya after consultation. Package prices are fixed in Australian dollars from the date stated in your Service Agreement. Until then, estimates may change with exchange rates (Brazilian real to Australian dollar), surgeon fees, airfares, accommodation rates and visa fees.
5.3 Unless your written quote says otherwise, package prices exclude: revision or additional surgery; treatment of complications beyond what the insurance benefit covers; extended stays your surgeon requires; travel for companions; meals, personal expenses and medications after discharge not listed in the package; and any Australian follow-up care. What is included is set out at nuviya.com.br/au/whats-included and in your Service Agreement.
5.4 We take care to keep figures current, but we do not warrant that any estimate is accurate for your circumstances.
6. How Nuviya makes money — commercial disclosures
We want you to know how we are paid, so you can weigh our information accordingly.
6.1 Nuviya service fee. Each package includes a Nuviya service fee (shown in your estimate and quote) for matching, coordination, concierge support and the insurance benefit.
6.2 Fees from surgeons. Surgeons in our network pay Nuviya a fee for patients introduced through the Platform. This fee is set on the same basis for every surgeon and does not affect how surgeons are ranked or which surgeons you are shown. We do not accept payment for placement or ranking.
6.3 Travel margins. When we arrange flights, accommodation or transfers, the package price for those items may include a margin or commission earned by Nuviya over the supplier's cost, in addition to the service fee. We do not itemise supplier cost in your quote. You are free to book flights and accommodation yourself; if you do, we will adjust your package accordingly.
6.4 Finance referrals. If you ask us to introduce you to Total Lifestyle Credit, Nuviya may receive a referral fee from Total Lifestyle Credit of up to 2% of the amount financed. Any fee is paid by the provider, not by you, is not added to your loan, and does not change the credit terms offered to you.
6.5 Insurance. Nuviya pays the premium for the complimentary medical travel insurance benefit. We do not receive commission on it.
6.6 Related party. Pirk (pirk.au), an Australian cosmetic-surgeon marketplace, is founded by Nuviya's Director of Medical Tourism. Nuviya and Pirk may refer patients to each other and share enquiry information with your consent.
7. Finance — we are a referrer only
7.1 Nuviya does not provide credit and does not provide credit assistance. If you ask, we will pass your contact details and estimated package cost to Total Lifestyle Credit Pty Ltd (Australian Credit Licence 509691) ("TLC"), an Australian credit provider that independently assesses applications for its own products under its own terms and Australian consumer-credit law. We do not assess your application, recommend a product, or have any say in whether you are approved.
7.2 Any repayment figures on the Platform are worked examples using the assumptions stated with them. They are not a quote or an offer of credit. Whether finance is suitable for you depends on your circumstances; consider seeking independent financial advice. Approval for credit does not mean you are medically suitable for surgery, and you may decline finance at any time without affecting your match or price.
8. Complimentary medical travel insurance
8.1 Every patient who books surgery through Nuviya is enrolled, at no cost to them, as a beneficiary under a group medical travel insurance policy held by Nuviya Tech Ltda., arranged through Global Protective Solutions and underwritten by Optimum Global Insurance Company Limited (Guernsey, GFSC ref. 2267099). You are not a party to the policy; you are an insured person under it. Cover is subject to the policy's terms, limits, conditions and exclusions, which we provide to you before you travel.
8.2 Descriptions of the cover on the Platform are a summary only. Nuviya does not hold an Australian Financial Services Licence, does not issue insurance, and does not provide financial-product advice or recommendations. The benefit is not a substitute for comprehensive travel insurance, private health insurance or Medicare, and we recommend you consider whether additional cover suits your needs. Claims are assessed by the insurer and its administrator, not by Nuviya.
8.3 The benefit does not cover complications arising from information you withheld or misstated, treatment obtained outside the policy's process, or matters excluded by the policy.
9. Travel and documents
9.1 Nuviya arranges flights, accommodation and transfers as an intermediary. The airline, accommodation provider or transport operator is the supplier of that service and its terms and conditions (including baggage, change, cancellation and refund rules) apply to your booking. We will tell you those terms before you commit.
9.2 You are responsible for holding a valid passport (with at least 6 months' validity beyond your return date), obtaining a Brazilian e-visa (we assist, but the decision is the Brazilian Government's), meeting vaccination and entry requirements, and being fit to fly. Your surgeon decides when you are cleared to fly home; if you must stay longer than planned, additional costs are set out in your Service Agreement.
9.3 We recommend you check Smartraveller (smartraveller.gov.au) for current advice on Brazil before you travel.
10. Bookings, payments, cancellation and refunds
10.1 Deposits, payment schedules, cancellation windows and refund rules are set out in your Service Agreement and, for the surgery itself, in your Surgical Services Agreement. In summary: the Nuviya service fee is earned when your package is confirmed; amounts paid to suppliers are refundable only to the extent the supplier refunds them; surgeon deposits are governed by the surgeon's agreement. Nothing in this clause limits your rights under the ACL if we fail to provide our services with due care and skill or as described.
10.2 Payments in Australian dollars are processed by our payment processor. We do not store full card details. If you pay in another currency, the exchange rate and any fees are set by your bank or card issuer.
11. Your MyNuviya account
11.1 You are responsible for keeping your login secure and for activity under your account. Tell us immediately at 1800 783 144 or support@nuviya.com.br if you suspect unauthorised access. We may suspend or close accounts that are misused, inactive or used in breach of these Terms.
12. Acceptable use
You must not use the Platform to provide false information; impersonate anyone; upload content that is unlawful, offensive or infringes others' rights; attempt to access systems or data you are not authorised to access; scrape, copy or reverse-engineer the Platform; or use it for any commercial purpose other than your own enquiry.
13. Content, reviews and intellectual property
13.1 The Platform and its content (text, design, software, logos, images, guides and the Nuviya name) belong to Nuviya or its licensors. You may view and print pages for your personal use only.
13.2 Surgeon profile information, credentials and pricing are supplied by or verified with the surgeon. Patient reviews shown on surgeon profiles are aggregated from third-party review platforms and reflect individual experiences; they are not endorsements by Nuviya and are not a prediction of your result. Before-and-after images are illustrative of a surgeon's work on other patients and show individual results only.
13.3 If you give us feedback or a review, you grant us a licence to use it on the Platform and in our materials, and you confirm it is honest and your own. We will not publish health information about you without your express consent, and you can ask us to remove a review at any time.
14. Third-party services and Nara
14.1 The Platform links to and integrates third-party services (payment, finance, insurance, travel booking, scheduling, maps). We are not responsible for those services or their content, and their terms apply to your use of them.
14.2 Nara is an AI-powered assistant. It can make mistakes. It does not give medical advice and its answers do not bind Nuviya; anything Nara tells you about price, availability or cover is confirmed only when a Nuviya person confirms it in writing.
15. Liability
15.1 Consumer guarantees. Our services come with guarantees under the ACL that cannot be excluded, including that they will be provided with due care and skill, be fit for any purpose you make known to us, and be delivered within a reasonable time. If we fail to meet a consumer guarantee you are entitled to the remedies the ACL provides.
15.2 Our services versus the surgeon's. Nuviya's responsibility under these Terms and the ACL is for the services we provide: information on the Platform, matching, coordination, travel arrangement and the insurance benefit. Surgery, anaesthesia, hospital care and clinical aftercare are provided by independent Brazilian practitioners and hospitals under your agreement with them and Brazilian law. To the extent the law permits, Nuviya is not liable for the acts, omissions, clinical decisions or outcomes of any surgeon, anaesthetist, hospital, clinic, airline, accommodation provider, transport operator, insurer or credit provider.
15.3 Limit for other loss. Where the law permits us to limit our liability, our total liability to you in connection with the Platform and our services is limited, at our option, to supplying the relevant service again or paying the cost of having it supplied again, and in any case is capped at the Nuviya service fee you paid. To the extent permitted by law we are not liable for indirect or consequential loss, loss of income, or loss caused by events beyond our reasonable control (including airline disruption, natural events, epidemics and government action) or by your failure to give accurate information or follow medical instructions.
15.4 Nothing in this clause limits liability for death, personal injury or fraud caused by our negligence, or any liability that cannot be limited by law.
16. Your indemnity
You agree to reimburse us for loss we reasonably suffer because you gave us false information, misused the Platform, or breached these Terms, except to the extent we caused the loss.
17. Complaints and disputes
17.1 If you have a complaint, contact us at 1800 783 144 or complaints@nuviya.com.br. We will acknowledge it within 2 business days and aim to resolve it within 21 days. Complaints about clinical care will be raised with the surgeon and hospital and, where you ask us to, with the relevant Brazilian medical council (CRM).
17.2 These Terms are governed by the laws of Victoria, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia. Nothing prevents you from bringing a claim under the ACL in any Australian court or tribunal, or from complaining to the Australian Competition and Consumer Commission, your state or territory consumer-affairs body, or the Office of the Australian Information Commissioner.
17.3 Your Surgical Services Agreement is with a Brazilian surgeon and hospital and is governed by Brazilian law.
18. General
18.1 We may update these Terms. The current version, with its effective date, is always at nuviya.com.br/au/terms. Material changes will be notified to MyNuviya account holders by email and take effect 14 days after notice; continued use after that date is acceptance.
18.2 If any part of these Terms is unenforceable, the rest continues to apply. Our failure to enforce a term is not a waiver. You may not transfer your rights under these Terms; we may transfer ours to a successor of our business on notice to you. These Terms are written in English; if we provide a translation, the English version prevails for the Australian Platform.
19. Contact
Nuviya Tech Ltda. · CNPJ 65.537.603/0001-72 · Rua Olimpíadas 134, 2nd floor, Vila Olímpia, São Paulo, SP 04551-000, Brazil Australia: 1800 783 144 (Mon–Fri 9am–6pm, Sat 9am–5pm AEST) · support@nuviya.com.br · privacy@nuviya.com.br · complaints@nuviya.com.br