Refund policy

If you feel you are owed a refund due to an overpayment, credit due or for any questions about a refund or this policy, please contact 1300 225 623 and ask to speak to Accounts Receivable. Our finance department will verify your refund, and the funds will be credited to your bank account as soon as possible.

We want you to be completely satisfied with our service, so we try to handle all refund requests as quickly as possible.

However we do not refund if you have had a consultation with a General Practitioner or a Nurse Practitioner and there is evidence of clinical notes or a prescription has been supplied.

Balnce Health takes Prepayment of your card through our payment gateway. If you are unable to attend your appointment please allow 24 hours’ notice to reschedule and this will not incur a fee. Should you not be available at the time of the call by the Healthcare professional your card will be debited with a $100 cancellation fee. Our Healthcare professional will have tried to call you for the consultation 2-3 times. Telehealth consultations require a lot of coordination at our end, so please try to keep your appointment.

No refunds are offered if you request more than 2 days on a medical certificate for which is at the complete discretion of the Healthcare professional. The health practitioners at Balnce Health will not prescribe S8 drugs* through Telehealth. Please do not request these as we cannot refund your consultation.

Balnce Health will refund you the complete fee if our Healthcare professional does not call you. We are able to verify this through our phone logs. BalnceHealth will refund you if for some reason there is technical failure and a Healthcare Professionals is not able to conduct a telehealth call either through phone or video.

*The only exception is plant based medicine.