This policy explains when refunds, replacements and cancellations are available for services and products provided through the Rxion Health patient portal, operated by Rxion Health Pty Ltd ABN 41 697 853 517. It should be read together with our Terms and Conditions.
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our services and the goods we arrange come with guarantees that cannot be excluded. Where a service or product fails a consumer guarantee, you are entitled to the remedies the ACL provides. Where this policy says a refund is not available, that applies to change of mind only, unless it says otherwise, and never removes your ACL rights.
1. At a glance
| What | Refund available? | Conditions |
|---|---|---|
| Consultation cancelled more than 48 hours before | Yes, in full | Cancel in your patient portal. The refund is automatic. |
| Consultation cancelled inside 48 hours, or not attended | No | The consultation fee is forfeited. |
| Consultation cancelled by us | Yes, in full | You can choose a new time or a full refund. |
| Practitioner declines to prescribe | No | The fee pays for the assessment, not the outcome. |
| Treatment plan not yet paid | Nothing to refund | Unpaid plans lapse after the period shown, and no payment is taken. |
| Medicine order cancelled before the pharmacy begins dispensing | Yes, in full | Contact us as soon as possible. See section 3. |
| Medicine order once dispensing has begun | No change-of-mind refund | ACL rights for faulty or incorrect supply remain. |
| Medicine damaged, incorrect, or cold-chain compromised | Replacement or refund | Report it as soon as possible, ideally within 48 hours, with photos, and keep the product. |
| Delivery lost in transit | Replacement or refund | We investigate with the carrier and arrange a replacement or refund if the delivery does not arrive within a reasonable time. |
| Delivery failed because of an address you gave us | No | Re-delivery is at your cost. |
| Pathology before sample collection | Yes, in full | Cancel at any time before your sample is collected. |
| Pathology after sample collection | No | Except where the ACL provides otherwise. |
| Monthly membership | No refund for the current month | Cancel at any time. Benefits run to the end of the paid month. |
| Annual membership | No change-of-mind refund |
2. Consultations and appointments
Cancelling or rescheduling. You can cancel or reschedule a scheduled consultation in your patient portal without charge up to 48 hours before the appointment. A cancellation made more than 48 hours before the appointment is refunded in full, automatically, to your original payment method.
Inside the window. Cancellations made less than 48 hours before the appointment forfeit the consultation fee, and you will be asked to confirm this before the cancellation is recorded. Rescheduling inside the window is not available in the portal. Contact us and we will help where we can, at our discretion. If you cannot attend because of a genuine emergency or sudden illness, let us know as soon as you can and we will consider rescheduling.
Missed appointments. If you do not attend, the consultation fee is forfeited.
If we cancel. Where we cancel because of practitioner unavailability or a technical failure on our side, you can choose a new appointment time or a full refund.
Clinical outcomes. A consultation fee pays for your practitioner's time and professional assessment. It is payable regardless of the outcome, including where the practitioner declines to prescribe or decides that a service is not clinically appropriate for you. This does not affect your ACL rights if the consultation itself was not provided with due care and skill.
Included follow-up consultations. Follow-up consultations included in a membership have no cash value and are not refunded if unused.
3. Medicines
Before dispensing. If you cancel a medicine order before the dispensing pharmacy has begun preparing it, we refund the order in full, including delivery. Contact us as soon as possible. Orders are passed to the pharmacy promptly after payment, usually within one business day.
Change of mind. For safety and quality reasons, prescription medicines cannot be returned or refunded for change of mind once dispensing has begun. This includes compounded medicines prepared individually for you. Dispensed medicines cannot lawfully be re-supplied to another patient. You acknowledge this at checkout before you pay.
Faulty, damaged or incorrect supply. Contact us if your medicine:
arrives damaged;
is not what was prescribed;
has been compromised in transit (for example, a cold-chain failure); or
otherwise fails a consumer guarantee.
Please contact us as soon as possible, ideally within 48 hours of delivery, so that the cause can be confirmed. Send photographs of the product, packaging and any temperature indicator. Keep the product and do not use it.
We will coordinate with the dispensing pharmacy to provide a replacement or a full refund at no cost to you, in accordance with the ACL. Reports made after 48 hours will still be assessed, and your ACL rights do not end after 48 hours.
Lost deliveries. If a delivery does not arrive, contact us. We will investigate with the carrier. If the carrier confirms the delivery is lost, or it has not arrived within a reasonable time, we will arrange a replacement or refund with the dispensing pharmacy.
Failed deliveries. A delivery may fail or be returned because:
the address or instructions you gave us were incorrect or incomplete; or
you did not collect it.
4. Pathology
Pathology orders may be cancelled and refunded in full at any time before your sample is collected.
Once your sample has been collected, the pathology service has commenced and no change-of-mind refund applies. Where the ACL provides otherwise, you are entitled to a remedy. For example, where a collection or laboratory failure means the test cannot be completed and recollection is not reasonably practicable, you receive a replacement test or a refund.
Where you do not follow preparation instructions and a test must be repeated, the repeat collection may incur a further fee.
5. Memberships, rewards and promotions
Monthly memberships may be cancelled at any time in your patient portal, with effect from the end of the current paid month. Fees for the current month are not refunded, except as required by the ACL. Benefits continue to the end of the paid month.
Annual memberships are prepaid. Cancelling turns off renewal, and benefits continue to the end of the term. There is no change-of-mind refund.
If we change or withdraw a membership:
where we withdraw the membership program, any unused prepaid period is refunded pro rata; and
where we change membership pricing or benefits and you do not accept the change, you may cancel before your next renewal without charge.
Failed renewals. If a renewal payment fails and is not resolved, the membership pauses and benefits stop until payment is made. No charge is made for a paused period.
Rewards, discounts and promotional codes. Rewards, discounts, founding member benefits and promotional codes have no cash value, are not refundable and are not paid out. Where an order that used a promotional code is refunded, the code is released for use again where the offer allows.
Referral benefits are not refundable or redeemable for cash unless the program expressly says otherwise. They may be reversed where the referred order is refunded or the program terms were breached.
6. Supplements, accessories and other products
Supplements, devices and accessories are covered by the ACL consumer guarantees. If an item is faulty, damaged or not what you ordered, contact us as soon as possible, ideally within 48 hours of delivery. We will arrange a repair, replacement or refund in accordance with the ACL. Where there is a major failure, you can choose between a replacement and a refund.
We do not accept change-of-mind returns on opened, used or consumable items.
7. How refunds are processed
Refunds are made to your original payment method through our payment processor, normally within 5 to 10 business days of approval. Your bank may take a few further days to show the credit.
Every refund is documented with a credit note in your patient portal. Partial refunds may be offered where only part of an order is affected.
To request a refund or report a problem, contact us at support@rxion.com.au or 1300 086 255. Please include:
your name;
the order or appointment reference from your patient portal; and
a description of the issue, with photographs where relevant.
We will acknowledge your request within 5 business days and give you a decision in writing within 30 days.
If you are not satisfied with the outcome, you may escalate through the complaints process in our Terms and Conditions. You may also contact your local fair trading authority, or make a claim in a small claims court or consumer tribunal.
8. Behavioural misconduct
Consultations terminated because of abusive, threatening or inappropriate conduct are not refunded, as set out in our Terms and Conditions.
9. Contact us
Rxion Health Pty Ltd | ABN 41 697 853 517
Email: support@rxion.com.au
Phone: 1300 086 255
Website: rxion.com.au