Refunds Policy
Last updated
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.
Refunds for sessions
Each colonic hydrotherapist practising here operates their own independent practice from our premises, and is responsible for their own clinical decisions and billing. A refund request relating to a specific treatment is a decision for your treating practitioner. Contact us on (03) 9388 0080 and we'll put you in touch. You don't need to work out who to approach yourself.
This doesn't affect your rights under the Australian Consumer Law. Where a service wasn't provided with due care and skill, or wasn't fit for a purpose you made known, you have remedies no policy can exclude.
Appointment changes and cancellations
To build momentum in your healing and progress, it's important to follow your recommended treatment plan and attend appointments as scheduled.
If you need to cancel or change an appointment, please give us notice at least the day before your appointment. This allows us to offer the appointment time to another patient and helps you avoid a fee.
- Same-day cancellation or appointment change: the full session fee, plus the infusion fee where an infusion was booked
- Missed appointment: the full session fee, plus the infusion fee where an infusion was booked
We understand that unexpected circumstances can arise, and extenuating circumstances will be considered at our discretion.
To cancel or change an appointment, call (03) 9388 0080. Cancellation and missed appointment fees aren't refundable. Infusions are prepared fresh specifically for your visit, which is why a booked infusion is charged too.
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 receiving your order, or of buying it if you bought it at the clinic; 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.
How to request a refund
Contact us on (03) 9388 0080 or through our contact page about an 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.