Refunds policy

This policy covers chiropractic consultations and shop orders at Melbourne Chiropractor. Nothing in it limits your rights under the Australian Consumer Law, which apply in addition to anything set out below.

Our satisfaction guarantee

If you are not satisfied with your experience during a consultation, we offer a 100% money-back guarantee within 7 days of your appointment. Tell us inside that window and the fee for that appointment is refunded. You do not need to put it in writing or make a case for it.

This guarantee applies to the quality of the service and your experience at the clinic. It does not apply to individual health outcomes, which vary from person to person and depend on factors unique to each person, and it does not cover the cost of any products, supplements or testing recommended as part of your treatment plan. See our commitment to you.

Consultations and cancellation

Fees paid for a consultation are for the appointment time and the clinical service provided. We ask for at least 24 hours' notice to cancel or reschedule an appointment, with this notice, no fee applies.

A $50 late-cancellation fee may apply if less than 24 hours' notice is given, or if you do not attend, and this is not refundable.

If we need to cancel or reschedule your appointment, we will offer you a new appointment time or a full refund of any amount already paid for that session.

Health fund and Medicare claims

Where a claim has been processed through HICAPS or submitted to Medicare and the appointment is subsequently refunded, the claim is reversed at the same time. You cannot retain a rebate for an appointment that has been refunded.

Where a third party is paying, WorkSafe, the TAC or DVA, billing and any adjustment follow that scheme's rules rather than this policy.

Change of mind, shop products

If you change your mind about a product bought through our shop, we're happy to offer a refund or exchange provided:

• You contact us within 14 days of receiving your order
• The item is unused, unopened and in its original packaging
• You have proof of purchase, your order confirmation or receipt

Return postage on a change-of-mind return is at your own cost, and the original postage charge isn't refundable. Items that can't be resold for hygiene reasons once opened, braces and supports worn against the skin among them, aren't eligible for a change-of-mind return.

Faulty or incorrect items

If a brace, orthotic or other product supplied here is faulty, damaged or is not what was ordered, contact us as soon as possible and we will arrange a repair, replacement or refund in line with your rights under the Australian Consumer Law. Where a return is needed for a faulty item, we will cover the return cost.

Items fitted to you and worn cannot be returned for change of mind for hygiene reasons, once the packaging has been opened.

How to request a refund

Contact us on (03) 9388 8237 or through our contact page with your appointment details, and we will 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, and we would rather work with you to find a fair outcome than apply this policy rigidly, get in touch and we will do our best to help.

Contact us

For any refund query, call (03) 9388 8237 or use our contact page.