Fees, Cancellation, Refund and Return Policy

This Fees, Cancellation, Refund and Return Policy ("Policy") outlines the fees charged by Azure Health for its services, as well as our policies regarding appointment cancellations and refunds. By booking a consultation or using Azure Health’s services, you agree to be bound by this Policy.

1. Medical Services

  • Initial Consultation: This is your first consultation with an Azure Health Partner Practitioner. During this consultation, the Partner Practitioner will gather your medical history, assess your current health needs, and discuss potential treatment options.
  • Follow-Up Consultation: This is a subsequent consultation with an Azure Health Partner Practitioner to review your progress, adjust your treatment plan if necessary, and address any concerns you may have. Follow-up consultations may be required to continue receiving prescriptions or other medical services.

2. Fees

Azure Health charges an upfront consultation fee on behalf of our Partner Practitioners and service providers at the time of booking. This fee covers the cost of the consultation and any associated services.

The following fees apply:

  • Initial Consultation: $89
  • Follow-Up Consultation: $59

Consultations with our Partner Doctors do not attract a Medicare rebate and cannot be bulk-billed. You are responsible for the cost of your consultation. All consultation fees are payable in Australian dollars (AUD) at the time of booking a service.

If you have been prescribed medication by the Partner Practitioner, the relevant medication fees will appear in your patient portal. The medications are not listed on the PBS and will be dispensed as private prescriptions. You are responsible for the cost of your medication. If you choose to purchase the medication through our platform, all medication fees are payable in Australian dollars (AUD) and must be paid in full at checkout. Alternatively, you may take your prescription to any pharmacy for dispensing, with medication costs set at the pharmacy’s discretion.

3. Appointment Cancellations and Refunds

  • Rescheduling: To reschedule an appointment, please provide at least 24 hours' notice. You can reschedule your appointment by contacting our patient support team.
  • Cancellation with 24+ Hours Notice: If you cancel your appointment with at least 24 hours' notice, you will receive a full refund of the consultation fee.
  • Cancellation with Less Than 24-Hour Notice: If you cancel your appointment with less than 24 hours' notice, you will be charged 50% of the consultation fee.
  • Non-Attendance or ‘No Show’: If you fail to attend your scheduled appointment without providing any notice, you will be charged the full consultation fee.
  • Partner Practitioner Unavailability: If a scheduled consultation cannot proceed due to the unavailability of a Partner Practitioner or unforeseen circumstances on the part of Azure Health, you will be entitled to a full refund or rebooking of your consultation at your earliest convenience.
  • Service Failure: If your appointment is cancelled with less than one hour’s notice, if the Partner Practitioner fails to attend, or if your consultation is disrupted, you will be offered either a rescheduled appointment within 24 hours at no additional cost, or a full refund
  • Completed Consultations: Consultation fees are non-refundable if you are unsatisfied with the Partner Practitioner’s treatment recommendation(s), if the Partner Practitioner determines that medication is not required as part of your treatment plan, or if you are deemed ineligible for treatment.
  • Where a refund applies, this will be processed within 3 business days back to the original payment method used for the consultation. Depending on your bank, it may take several days for the refund to appear in your account.

4. Medication Returns and Refunds

Medication returns are managed by the dispensing pharmacy, and eligibility for a refund or replacement will depend on the nature of the return (e.g. expired stock, incorrect product, incorrect quantity, or quality concerns). Azure Health may assist in navigating the return process, depending on the circumstances.

Refunds for medications purchased directly through the Azure Health platform will be issued by Azure Health Clinic.

1. Quality Issues / Defective Products

  • If you believe your medication is defective (e.g., damaged packaging, contamination, unusual appearance), you must notify us within 24 hours of receipt.
  • The medication must be returned to the partner pharmacy for investigation.
  • If the defect is confirmed, a full refund will be issued, including any shipping costs.

2. Missing Items

  • If an item from your order is missing, contact Azure Health within 24 hours of delivery.
  • We will liaise with the partner pharmacy to investigate.
  • Once confirmed, the missing item will be shipped to you at no additional cost.

3. Change of Mind

  • Refunds are not available for change-of-mind requests due to the regulatory nature of prescription medications.

4. Side Effects

  • Refunds are not provided for adverse side effects, as these are a known possibility with prescription medications.
  • Patients experiencing side effects should contact their prescribing practitioner for further assessment, documentation, notification of TGA and for alternative treatment options.

5. Allergic Reactions

  • In the rare event of an allergic reaction, notify Azure Health immediately.
  • Supporting medical documentation confirming the allergic reaction must be provided.
  • If confirmed, a refund will be issued for any unused medication and reasonable shipping costs.

6. Medication Not Tolerated

  • Refunds are not available if the medication is not well-tolerated but does not meet the criteria for a defective product or allergic reaction.

For medications purchased directly at a partner pharmacy, all refund processes will be governed by the chosen pharmacy’s policies.

5. General

This fees, cancellation, refunds and returns policy is effective from September 2025. Azure Health reserves the right to amend this Policy at any time. Any changes will be posted on the Azure Health website.

6. Contact Us

If you have any questions or concerns regarding this Policy, please contact our patient support team at support@azurehealth.com.au.