Refunds Policy

Nothing in this policy limits your rights under the Australian Consumer Law. Those rights apply in addition to anything set out below, and can't be excluded — including your right to a remedy where a service isn't provided with due care and skill, or a product is faulty.

Our satisfaction guarantee

We offer a 100% money-back guarantee within 7 days of your appointment if you're not satisfied with your experience — see our full guarantee terms for what's covered and the conditions that apply. The guarantee covers the quality of the service you received, not clinical outcomes, which vary from person to person.

Services provided by independent practitioners

Each colonic hydrotherapist practising here operates their own independent practice from our premises. Individual practitioners are responsible for their own clinical decisions and billing, so a refund request relating to a specific treatment is raised with your treating practitioner in the first instance. Contact us on (03) 9388 0080 and we'll put you in touch — you don't need to work out who to approach yourself.

Cancellations and missed appointments

Every appointment reserves a full hour of a practitioner's time, in a room that can't then be offered to anyone else. To avoid a charge, please cancel or reschedule by calling (03) 9388 0080 the day before your appointment at the latest.

Same-day cancellations and missed appointments incur the full session fee and aren't refundable. Infusions are prepared fresh specifically for your visit, so a same-day cancellation for a booked infusion also incurs the full infusion fee.

Retail products

We'll refund or exchange a retail product where:

• it's unused and in its original packaging;
• it's returned within 14 days of purchase; and
• you have a receipt or other proof of purchase.

Products that have been used, opened or damaged, or returned after 14 days, aren't eligible unless the Australian Consumer Law says otherwise. Where a product is faulty, your ACL rights apply regardless of how long you've had it.

Faulty or damaged items

Please tell us within 3 days of receiving a damaged item. We may ask for photographs, or for the item to be returned, before processing a refund or replacement. Return postage is at your cost except where the item is faulty, in which case we cover it.

Gift vouchers

Gift vouchers aren't refundable or redeemable for cash, unless the law requires otherwise. They're transferable — if you can't use one, someone else can. Vouchers remain valid for at least 3 years from the date of purchase, as required under Australian Consumer Law.

How to request a refund

Contact us on (03) 9388 0080 or through our contact page within 7 days of your appointment, or within 14 days for a product, and we'll talk you through the next steps. Approved refunds are returned to your original payment method and may take several business days to appear, depending on your bank or card provider.

Case-by-case consideration

Every situation is a little different. We'd rather work with you to find a fair outcome than apply this policy rigidly, and we'll consider a discretionary refund where the circumstances warrant it — get in touch and we'll do our best to help.

Contact us

For any refund query, call (03) 9388 0080 or use our contact page. See also our terms and conditions.