Policies · 04 of 06

Refund and
Cancellation Policy

When a test kit or a consultation can be refunded, moved or cancelled, and any fee that applies.

  • EffectiveOn publication · target 23 September 2026
  • Next check23 September 2027
  • OwnerPractice Manager

In plain English

Five things a regulator should hear first.

  1. 01The Australian Consumer Law applies in full and overrides every clause here.
  2. 02Test kits can be refunded at any time before the sample reaches the laboratory, less a $50 cancellation fee. The patient securely discards the kit.
  3. 03If the laboratory cannot process a sample and it is not the patient's fault, we recollect at no charge.
  4. 04Consultations can be cancelled or moved without charge with 48 hours' notice. Inside 48 hours a $50 fee applies.
  5. 05Refunds go back to the original payment method within 10 business days of approval.
01

Australian Consumer Law first

Our goods and services come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded. If a kit is faulty, not as described, or a service is not provided with due care and skill, you are entitled to a remedy regardless of anything below. Nothing in this policy limits those rights.

02

Test kits

SituationOutcome
You cancel before we or NutriPATH dispatch the kitFull refund
Kit dispatched, sample not yet sent to the laboratory (any time, opened or not)Refund less a $50 cancellation fee. You do not need to return the kit. Discard it securely as we instruct (it contains collection tubes and preservative)
Sample collected and sent to the laboratoryNo refund. Laboratory processing has begun
Kit is faulty, damaged in transit, incomplete or wrongReplacement or full refund with no cancellation fee. You choose the remedy if the failure is major (ACL s259). Tell us within 7 days of delivery where possible
Kit not delivered within 10 business days of dispatchWe investigate with Australia Post and replace or refund
03

Kits past their collection date

  • Every kit has a use-by date and a return-by window printed on it. Samples that reach the laboratory after that window may be rejected.
  • If the kit reached you with too little time left before its use-by date to collect and return a sample, that is our error and we replace it at no charge.
  • If you did not collect the sample in time, you may take a refund less the $50 cancellation fee, or buy a new kit at the listed price.
04

Laboratory failures and recollection

  • If NutriPATH cannot process a sample because of laboratory error, transit damage or a kit defect, we send a replacement kit at no charge and no new fee.
  • If the sample cannot be processed because of a collection error by you (for example insufficient sample or wrong tube), we send one replacement kit at no charge. A second collection error is treated as a cancellation (refund less $50) or a new purchase.
  • If a result is delayed by the laboratory beyond the stated turnaround by more than 10 business days, you may cancel for a full refund if the result has not been issued.
05

Consultations

Notice givenOutcome
48 hours or more before the appointmentMove or cancel at no charge. Prepaid fee refunded in full or held for the new time
Less than 48 hours$50 cancellation fee. The balance of any prepaid fee is refunded
No show, or more than 15 minutes late so the consultation cannot proceed$50 cancellation fee. The balance of any prepaid fee is refunded. No Medicare rebate applies to a fee for a service not provided
We cancel or the doctor is unavailableFull refund or reschedule, your choice
Technical failure on our side during telehealthWe reschedule at no charge, or refund the unfinished part

Cancellation fees are not charged where you are unwell or there is an emergency, at the Practice Manager's discretion. The $50 fee reflects the cost of a lost appointment slot.

06

Discovery calls

No charge, so no refund or cancellation fee applies. Please let us know if you cannot attend.

07

How to ask

Email reception@themicrobiomeclinic.com.au or call the Practice Manager (03 9007 2630) with your order number or appointment date. We acknowledge within 2 business days and decide within 5 business days.

08

How we refund

Approved refunds go to the original payment method within 10 business days. Your bank may take longer to show it. We do not refund to a different card or in cash.

09

If you disagree

You can contact Consumer Affairs Victoria (1300 558 181) or the ACCC (1300 302 502), or your own state's fair-trading body.

Ask for a refund or cancellation

How to ask

Email or call the Practice Manager with your order number or appointment date. We acknowledge within 2 business days and decide within 5 business days.

  • RolePractice Manager, The Microbiome Clinic
  • Phone03 9007 2630
  • Emailreception@themicrobiomeclinic.com.au
  • PostLevel 2, 1 Hobson Street, South Yarra VIC 3141
  • If you disagreeConsumer Affairs Victoria · 1300 558 181. ACCC · 1300 302 502. Or your own state's fair-trading body.