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Legal
Refund policy
This page explains how refund requests are reviewed for clinic fees and medication-related issues.
Clinic fees
Consultation and booking fees
Clinic fees cover clinical time, administrative processing and assessment preparation. Refund eligibility may depend on whether your appointment has been booked, attended, missed, cancelled at short notice or already reviewed by the clinical team.
If you believe you have been charged incorrectly or could not attend for a valid reason, contact support with your name, booking details and a short explanation.
Medication
Pharmacy medication costs
Medication is charged separately by the dispensing pharmacy. Refunds for medication, delivery issues, damaged items or incorrect dispensing are handled according to the pharmacy process and applicable rules for prescribed medicines.
Controlled or prescription medicines usually cannot be returned for resale once dispensed, unless there is a pharmacy-confirmed error, damage or other valid issue.
Support
How to request help
- Contact support as soon as possible.
- Include your full name and booking or order reference if available.
- Explain whether the issue relates to a consultation, prescription, payment, delivery or medication.
- Do not dispose of medication or packaging if you are reporting a dispensing or delivery issue.