We aim for all patients to have a smooth experience with Telehealth On Demand. However, in some cases, you may be eligible for a refund. In this article, we explain when refunds can and cannot be provided, so you know what to expect when contacting our support team to request a refund.

What is the refund eligibility criteria?

Refunds will not be approved if:

The request is outside the clinical scope of the Telehealth On Demand service. This includes, but is not limited to:

• Mental Health Care Plans or any Complex Care Plans
  
  
• Specialist or pathology referrals
  
  
• High-risk medications, such as (but not limited to) Schedule 8, Schedule S4D, Semaglutides, COVID-19 antivirals, or medicinal cannabis
  
  
  • Examples: Diazepam, Endone, benzodiazepines, opioids, ADHD medications, weight-loss prescriptions such as Mounjaro
    
    
• The consulting practitioner determines the request cannot be fulfilled for clinical or telehealth appropriateness reasons (e.g., a physical examination is required)
  
  

Refunds May Be Approved If:

• You were contacted more than 30 minutes after the scheduled consultation start time and no longer required the consultation
  
  
• A technical or platform error prevented the consultation from being completed
  
  

Refunds Will Be Approved If:

• You were not contacted for your consultation

How to submit a refund request

If you meet the refund eligibility criteria above, you can submit a request by completing our online form. Please include:

• Appointment date and time
• Doctor's name
• A brief description of the issue you have experienced leading to the refund request.

We aim to review all refund requests within five business days and will notify you via email. If approved, funds will be refunded into your account within five business days, though your bank may take longer to process the payment.