Refund Policy
At Beja Health Collective, we are committed to providing considered, personalised care and a professional client experience. We understand that circumstances can change. Our refund policy outlines how we manage treatment payments, product purchases, cancellations and refunds.
This policy operates alongside our Terms of Service and your rights under Australian Consumer Law. Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded.
1. Treatment services and refunds
Due to the individualised nature of our services, refunds are not provided for completed treatments simply because a client is dissatisfied with a subjective outcome or does not achieve their anticipated results. Individual responses to treatments vary, and specific results cannot be guaranteed. However, if you experience an adverse reaction, have concerns about your treatment or believe a service has not been provided appropriately, please contact Beja Health Collective so we can review your concerns and discuss an appropriate resolution.
Where a treatment cannot be completed or is discontinued due to clinical or safety concerns, we will assess the circumstances and consider an appropriate outcome, which may include a partial refund, credit or rescheduling. Your rights under Australian Consumer Law remain unaffected. Where a service fails to meet an applicable consumer guarantee, you may be entitled to a remedy as required by law.
2. Product purchases and returns
For health, safety and hygiene reasons, certain products cannot be returned or exchanged simply because a client has changed their mind.
These may include:
Opened or used vitamin and wellness products.
Personalised, compounded or custom-ordered products, where applicable.
Products that cannot safely be resold due to hygiene or storage requirements.
This does not apply where a refund, replacement or other remedy is required by law, including where a product is faulty, unsafe, not as described or otherwise fails to meet an applicable consumer guarantee. If you believe a product is faulty or have concerns about its quality, please contact us with details of the purchase and the issue.
3. Gift cards and promotional vouchers
Gift cards and promotional vouchers are subject to their applicable terms and conditions. Gift cards are not ordinarily refundable or exchangeable for cash simply because the holder changes their mind, except where required by law. If a gift card is damaged, faulty or cannot be redeemed due to an issue attributable to Beja Health Collective, please contact us so we can investigate and arrange an appropriate resolution. Any applicable expiry dates and restrictions will be communicated at the time of purchase or issue and will comply with relevant legal requirements.
4. Appointment cancellations and rescheduling
We require at least 24 hours' notice for appointment cancellations or rescheduling. Where a booking deposit has been paid, the following conditions apply:
More than 24 hours' notice: Your appointment may be rescheduled, or your deposit handled in accordance with the booking conditions communicated at the time of booking.
Less than 24 hours' notice: Your deposit may be forfeited, or a disclosed cancellation fee may apply, subject to the circumstances and applicable law.
Failure to attend: If you do not attend your appointment and have not provided notice, your deposit may be forfeited in accordance with the disclosed booking conditions.
Cancellation charges will be applied fairly and consistently with applicable consumer law. They will not operate as an unlawful penalty. If exceptional circumstances arise, please contact us as soon as possible so we can consider your situation.
5. Mobile services
Mobile appointments may incur a travel fee depending on the client's location. Any applicable travel fee will be communicated before the booking is confirmed. For mobile IV appointments cancelled within 24 hours of the scheduled appointment, a cancellation charge may apply to account for the late cancellation and costs reasonably incurred in preparing for or attending the appointment. The amount charged will depend on the disclosed booking conditions and the circumstances of the cancellation, and will be consistent with applicable consumer law.
Where a mobile appointment cannot proceed due to clinical unsuitability or a safety concern, Beja Health Collective will assess the circumstances and determine an appropriate outcome in accordance with its Terms of Service and applicable legal obligations.
6. Cancellations by Beja Health Collective
If Beja Health Collective needs to cancel an appointment, we will endeavour to notify you as soon as reasonably practicable. Where appropriate, we will offer an alternative appointment. If the service cannot be provided and a payment has been made for that service, a refund or other appropriate remedy will be provided in accordance with applicable law.
7. Fair and reasonable resolution
Beja Health Collective is committed to treating clients fairly and addressing concerns professionally. Refunds, credits, rescheduling and other resolutions will be assessed according to the circumstances, the service or product provided, the applicable booking conditions and any legal obligations.
Nothing in this policy limits your rights under Australian Consumer Law or other applicable legislation.