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Terms of service

Last updated: 27 October 2026

These terms apply to every service you book with Countersigns: the QSPP Gap Check, the Readiness Sprint and the Care plan. Countersigns is a business name of Divgun Virk, a sole trader (ABN 28 551 886 085) based in Mango Hill, Queensland. “We”, “us” and “our” mean Countersigns. “You” means the pharmacy business that books the service and the person booking on its behalf.

By booking or paying for a service, you agree to these terms. If anything we agree with you in writing (for example, in an email confirming a Readiness Sprint) is different from these terms, the written agreement applies for that piece of work.

1. Our services

QSPP Gap Check ($249): a 45-minute video call reviewing your pharmacy’s current accreditation setup, followed by a written gap report within 5 business days of the call. The report sets out what’s ready, what’s missing and what to fix first.

Readiness Sprint ($1,200): 2–3 weeks of remote work to organise your evidence register by QSPP domain, set up policy version control, set up your training and refresher, incident, complaints and feedback registers, and prepare an assessment-day pack. We will confirm the start date and timeline with you in writing before we begin.

Care plan ($199 per month): a monthly evidence top-up, training-expiry reminders, preparation for your mid-cycle review, and a quarterly check of your program claim records.

All services are delivered remotely, by video call, email and shared folders. Prices are in Australian dollars.

2. What we don’t do

We handle systems, records and administration. We do not:

• give clinical, pharmaceutical, medical or legal advice
• write clinical policies or procedures
• handle, store or supply medicines
• visit your premises
• access, view or handle patient records or patient health information
• submit claims, sign declarations or deal with assessors or program administrators on your behalf.

Anything clinical must be reviewed and signed off by your pharmacist. Your pharmacy stays responsible for its clinical practice, its accreditation, its claims under government-funded programs, and its compliance with the law and with the accreditation standard.

Countersigns is an independent business. We are not affiliated with, or endorsed by, the Pharmacy Guild of Australia, the QSPP, the QCPP, the accreditation provider or any government body.

3. No guarantee of accreditation

Accreditation decisions are made by the assessor and the accreditation provider, not by us. We cannot and do not guarantee that your pharmacy will pass an assessment or review, or that it will stay accredited. Our work helps you get your evidence organised and complete, but the outcome also depends on your pharmacy’s actual practices, the information you give us and the assessor’s judgement.

4. Your responsibilities

For us to do good work, you agree to:

• give us accurate, complete and up-to-date information
• give us timely access to the documents and people we need, and attend booked calls
• remove or redact patient information before sharing any document with us
• have your pharmacist review and approve anything clinical before it is used
• check our work before relying on it, and tell us promptly if something looks wrong
• have the right to share any documents you give us.

If you are late providing information or access, timelines (including the 5-business-day report window) are extended by the same amount of time.

5. Booking and payment

• Gap Check: paid in full when you book, through Stripe. You then choose your call time.
• Readiness Sprint: we send you an invoice once the start date is agreed. Payment is due before work begins.
• Care plan: billed monthly in advance through Stripe, starting on the day you sign up, until you cancel.

If a payment fails or is overdue, we may pause work until it is paid. We will tell you before we do.

6. Gap Check credit towards a Readiness Sprint

If you book a Readiness Sprint within 30 days of your Gap Check call, the $249 Gap Check fee comes off the Sprint price. The credit can only be used once, for the same pharmacy, and cannot be exchanged for cash.

7. Rescheduling

You can reschedule a call for free using the link in your booking confirmation, or by contacting us, at least 24 hours before it starts. If you miss a call without notice, we will offer you one new time. If that call is also missed, the booking is treated as used. If we ever need to reschedule, we will give you as much notice as we can and offer a new time that suits you.

8. Cancellations and refunds

Gap Check: you get a full refund if:

• you cancel before the call, or
• your written report isn’t delivered within 10 business days of the call.

Readiness Sprint: if you cancel before work starts, you get a full refund. If you cancel after work has started, we will refund the fee less a fair amount for the work already done, and give you that work.

Care plan: you can cancel at any time by emailing us. Cancellation takes effect at the end of the month you have already paid for, and you keep the service until then. There are no refunds for part-months already paid.

Refunds go back to the original payment method, usually within 5–10 business days.

Nothing in these terms excludes, restricts or changes any right or remedy you have under the Australian Consumer Law that cannot lawfully be excluded, including the guarantee that services will be provided with due care and skill.

9. Confidentiality

We keep your business information confidential. We use it only to provide our services to you, and we do not share it with anyone else unless you agree, it is already public, or the law requires it. The only exception is the service providers listed in our privacy policy, who help us run the business. When the work ends, we delete or return the documents you shared within 90 days, unless you ask us to keep them or the law requires us to keep records.

We will never name your pharmacy as a client, or quote you, without your written permission.

10. Who owns the work

Your documents remain yours. Once you have paid, the registers, reports and other materials we prepare for your pharmacy are yours to use, change and keep. We keep ownership of our general templates, checklists and know-how, and can keep using them with other clients. We will never share your pharmacy’s information with them.

11. Our liability

We will provide our services with due care and skill. To the extent the law allows:

• if we fail to meet a consumer guarantee, our liability is limited to supplying the service again, or paying the cost of having it supplied again
• we are not liable for indirect or consequential loss, including lost profit, lost program payments or loss arising from an accreditation outcome
• we are not liable for loss caused by inaccurate or incomplete information you gave us, by clinical decisions, or by things done or not done by your pharmacy, the assessor or anyone else
• our total liability for any piece of work is limited to the fees you paid us for it.

Nothing in this section limits liability that cannot be limited by law.

12. Things outside our control

We are not responsible for delays caused by events we cannot reasonably control, such as serious illness, natural disasters, or major outages at the services we rely on. If this happens, we will tell you as soon as we can and agree a new timeline with you. If we cannot deliver at all, you get a refund for the work not done.

13. Ending the arrangement

Either of us can end an ongoing arrangement (such as a Care plan) by giving written notice by email. We may also end it straight away if you seriously breach these terms, for example by repeatedly sending patient information or not paying. If we end it for any other reason, we will refund any amount you have paid for work not yet done.

14. Privacy

We handle personal information as set out in our privacy policy.

15. Changes to these terms

We may update these terms from time to time. The current version will always be on this page, with the date it was last updated. Changes do not affect work you have already booked and paid for. For a Care plan, we will email you at least 30 days before any change takes effect, and you can cancel before then.

16. Governing law

These terms are governed by the laws of Queensland, Australia. If we have a disagreement, we will first try to sort it out together in good faith. If we can’t, either of us may take it to the courts of Queensland.

17. Contact

Email info@countersigns.com.au or call 0468 891 985.