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Refund Policy

Last updated: 13 August 2026

1. Overview

This Refund Policy explains when Regeniq Pty Ltd (ACN 694 432 865) ("Regeniq", "we", "us", "our") will refund a consultation fee, a subscription fee, a medication payment passed to a Partner Pharmacy, or a non-prescription product purchase made through regeniq.au.

Regeniq is a telehealth platform that facilitates consultations between patients and Australian-registered health practitioners ("Partner Practitioners"). Regeniq does not prescribe, diagnose, compound, or dispense medication. Medication is dispensed by our Partner Pharmacies, currently Formulae and Infinity Wellness Group.

The Australian Consumer Law applies to the Services and products offered by Regeniq. Nothing in this policy excludes, restricts, or modifies any rights that cannot be excluded under the Australian Consumer Law or other applicable law.

2. Your rights under the Australian Consumer Law

You have rights under the Australian Consumer Law in relation to:

  1. the Services provided by Regeniq;
  2. prescriptions and medication facilitated through our Partner Pharmacies; and
  3. any non-prescription products supplied by Regeniq.

These rights include refunds, replacements, or repairs in certain circumstances. Nothing in this policy is intended to exclude, restrict, or modify those rights.

3. Refund Cutoff Time

The "Refund Cutoff Time" is 11:59pm Australian Eastern Standard Time (AEST) on the day immediately before the applicable order processing date or subscription renewal date.

Cancellations made before the Refund Cutoff Time will not result in the next subscription charge being processed. Cancellations made after the Refund Cutoff Time will not be eligible for a refund of that processing cycle, except as set out in this policy or as required by the Australian Consumer Law.

Worked example: If your subscription is due to renew on 15 July, you must cancel by 11:59pm AEST on 14 July to avoid the renewal charge.

4. Subscription fee refunds: when Regeniq will refund

Subject to your rights under the Australian Consumer Law, Regeniq will refund your subscription fee in the following circumstances:

  1. A Partner Practitioner determines that you are not suitable for treatment.
  2. A Partner Practitioner declines a request by you for a consultation that is covered by your subscription, and Regeniq is unable to schedule a replacement consultation with an alternative Partner Practitioner within a reasonable period.
  3. A pricing error is identified at checkout. The refund will correct the error.
  4. A Partner Practitioner changes your treatment plan and the resulting cost is different to the amount you have paid. Where the new cost is lower, the difference will be refunded. Where the new cost is higher, you will be notified and may either pay the difference or cancel without penalty.
  5. Regeniq blocks or suspends your account under the Terms and Conditions for reasons that are not attributable to your breach. In that case Regeniq will calculate a pro-rata refund in good faith based on the elapsed period and the proportion of Services delivered.

4.1 What the subscription fee covers

For clarity, your subscription fee covers:

  1. an initial 15-minute consultation;
  2. a comprehensive bloodwork review;
  3. bi-annual reviews;
  4. ongoing follow-ups;
  5. platform access; and
  6. free delivery of medication, where Regeniq absorbs the Partner Pharmacy's courier cost.

The subscription fee does not include the cost of medication itself, which is paid separately and addressed in section 6. It does not include pathology, which is addressed in section 4.4.

4.2 Initial consultation fee: the eligibility refund

This section applies to the one-off initial consultation fee for the weight loss pathway and the sexual health pathway. It does not apply to any other consultation fee, and it is separate from the subscription fee refunds in section 4.

Where you pay an initial consultation fee for one of those two pathways, Regeniq will refund that fee in full if, at that consultation, a Partner Practitioner determines that you are not eligible to proceed with the pathway.

The following limits apply to this refund:

  1. First consultation only. The refund applies to your first consultation with Regeniq. A later consultation, including a follow-up or a review, is not covered by this section.
  2. New patients only. The refund does not apply where you were already a Regeniq patient at the time you paid, for example where you held an existing subscription, plan, membership or care plan.
  3. Weight loss and sexual health only. Consultation fees for other pathways are not covered by this section.
  4. One refund. A consultation fee may be refunded under this section once.
  5. The refund is of the amount you actually paid. Where a promotional code reduced the fee, the reduced amount is what is refunded, consistent with section 10.

Where you are determined to be eligible and you proceed, Regeniq applies a discount equal to the weight loss initial consultation fee against your first monthly payment, as stated at checkout. The discount is applied after your assessment has been delivered and reduces the price of your first monthly payment. The consultation fee is not a deposit and is not held on account for you: it pays for the clinical assessment, and it is earned when that assessment is performed.

Refunds under this section are approved by Regeniq and processed to the original payment method under section 8. Nothing in this section limits your rights under the Australian Consumer Law, which continue to apply in addition to it.

4.3 Consultation fees on other pathways: the assessment fee

Nothing in this section excludes, restricts, or modifies your rights under the Australian Consumer Law. Those rights apply in addition to this section. What is set out below is a discretionary offer Regeniq makes on top of those rights, and every condition in this section applies only to that offer.

This section applies to a one-off consultation fee for a pathway that is not covered by section 4.2. On those pathways the consultation fee is an assessment fee. It pays for a clinical assessment by a Partner Practitioner, and that assessment is performed and delivered whatever the practitioner concludes. It does not pay for a prescription, a particular medicine, or a particular outcome.

Where a Partner Practitioner determines at that consultation that you are not clinically eligible for any treatment on the pathway you paid to be assessed for, Regeniq will offer you either:

  1. a credit of $199 toward a pathway you are eligible for, which is the offer Regeniq makes by default; or
  2. a cash refund of $84, if you ask for one instead.

Where you take the cash refund, Regeniq retains $115 of the $199 fee. The retained amount reflects the practitioner fee Regeniq has already paid for your assessment and the payment processing cost, which is not returned to Regeniq when a payment is refunded. Regeniq does not describe this as a full refund, because the assessment you paid for was carried out.

Where a promotional code reduced the fee you actually paid, both the refund and the credit are calculated on the amount actually paid, consistent with section 10.

What is not an ineligibility outcome. The following do not give rise to a refund or credit under this section:

  1. A Partner Practitioner finds you eligible and recommends treatment, but not the specific medicine or protocol you had in mind. That is a clinical decision, and it is not a finding that you are ineligible.
  2. A Partner Practitioner determines that further bloodwork is needed before a treatment decision can be made. That is not a finding that you are ineligible. It produces a follow-up consultation at no charge, together with separately billed pathology under section 4.4.

Conditions that void this offer. Subject always to your rights under the Australian Consumer Law, Regeniq will not make an offer under this section where:

  1. you gave false or misleading answers on the eligibility questionnaire;
  2. there is evidence of doctor shopping or drug-seeking behaviour; or
  3. you concealed concurrent therapy, including where your pathology results are inconsistent with the history you declared.

A pathology result outside the usual range is not, by itself, a finding that you are ineligible, and it does not by itself void this offer. The concern in paragraph 3 above is undisclosed concurrent use. A Partner Practitioner may also identify an incidental finding that warrants referral elsewhere, which is a clinical matter rather than a refund matter.

4.4 Pathology

Regeniq does not provide bulk-billed pathology. Pathology is performed and privately billed by a third-party pathology provider. It is not part of any Regeniq consultation fee or subscription fee, and Regeniq earns no margin on it.

The contract for pathology services is between you and the pathology provider, so that provider's own terms govern what you are charged and when a pathology charge can be refunded. Those terms are made available by the provider, including at the time your pathology is arranged.

Where Regeniq arranges pathology on your behalf:

  1. You may cancel and request a refund of the pathology charge within 7 days of your order, provided your sample has not yet been collected. The refund is less any processing fee applied by the pathology provider. A request made more than 7 days after the order is not eligible for a refund.
  2. Once your sample has been collected, the pathology charge is not refundable, because the pathology service has been performed.
  3. A delay in your results, or a request to recollect a sample, is not on its own a ground for a refund of the pathology charge.

A refund of a consultation fee under section 4.2 or section 4.3 does not refund a pathology charge. The two are separate, and pathology is dealt with only under this section.

Your pathology results are clinical information, not a retail product. How they are handled, including their review by the Partner Practitioner at your follow-up consultation, is set out in clause 8 of the Terms and Conditions and in the Privacy Policy.

5. Subscription fee refunds: when Regeniq will not refund

Outside your rights under the Australian Consumer Law and the circumstances in section 4:

  1. Regeniq will not refund a subscription fee after the Refund Cutoff Time for the relevant cycle.
  2. Regeniq will not refund unused portions of a billing cycle when you cancel mid-cycle. Your subscription remains active until the end of the current cycle and you retain access to the Services until that date.
  3. Outside this policy and the Australian Consumer Law, Regeniq does not refund a subscription fee on request or on change of mind.

5.1 Annual subscriptions

An annual subscription is paid upfront for an annual term. After the Refund Cutoff Time of the renewal date, the annual subscription is non-refundable, except where section 4 applies or as required by the Australian Consumer Law. Where section 4 applies mid-term, Regeniq will calculate a pro-rata refund in good faith based on the elapsed portion of the annual term and the proportion of Services delivered.

5.2 Bi-annual subscriptions

Where Regeniq offers a bi-annual subscription, it is treated equivalently to the annual subscription for refund purposes. Pro-rata refunds will be calculated across the bi-annual term in good faith where section 4 applies.

6. Medication payments: refunds

  1. Regeniq acts as your agent in collecting medication payment and passing it to the Partner Pharmacy on your behalf. Regeniq earns no margin on medication. The contract for the supply of medication is between you and the Partner Pharmacy.
  2. Once medication has been dispensed by a Partner Pharmacy, the medication payment is not refundable. This reflects Therapeutic Goods Administration requirements that dispensed medication cannot be returned for re-supply, and the Partner Pharmacy's professional obligations.
  3. The medication payment will be refunded where:
    1. the Partner Pharmacy is unable to dispense the prescribed medication due to lack of stock;
    2. a pricing error is identified before dispensing; or
    3. you become unsuitable for treatment after dispensing has been requested but before dispensing occurs.
  4. If your medication arrives damaged, faulty, or is wrongly dispensed, please contact Regeniq at support@regeniq.au within a reasonable time. Regeniq will work with the Partner Pharmacy and with you to resolve the issue in accordance with the Australian Consumer Law.

7. Non-prescription products: refunds and returns

For non-prescription products such as supplements or devices supplied directly by Regeniq:

  1. Faulty, damaged, or incorrectly described products will be refunded, replaced, or repaired in accordance with the Australian Consumer Law. Please contact Regeniq within a reasonable time of receipt.
  2. Change of mind returns will be accepted for unopened, unused non-prescription products in their original packaging, returned within 30 days of receipt. Postage costs for change-of-mind returns are your responsibility. Regeniq may decline a change-of-mind return for hygiene or safety reasons where the product cannot be safely resold.
  3. Consumed or opened products are not eligible for a change-of-mind return.
  4. Detailed return logistics are set out in the Fulfilment and Delivery Policy.

8. How to request a refund

  1. Contact Regeniq at billing@regeniq.au with your account email, the order or subscription identifier, and a short description of the reason for your request.
  2. Regeniq will acknowledge your request within a reasonable period and aim to resolve it promptly.
  3. Refunds, where approved, will be processed using the original payment method used for the transaction. Regeniq cannot process refunds to alternative cards or payment methods.
  4. Refunds may take several business days to appear on your statement, depending on your payment provider.

9. Failed payments and incomplete patient actions

If your scheduled subscription payment fails, for example because of expired card details or insufficient funds, Regeniq will attempt to contact you to update your payment method. If payment is not completed within a reasonable period, your subscription will be paused or cancelled.

Your subscription provides access to the Services described in section 4.1, including consultations and platform access. If you do not engage with the Services during a subscription cycle, or do not complete required steps to receive a particular benefit of the subscription (for example, attending a mandatory consultation, completing consent forms, or providing accurate contact and delivery details), your subscription fee for that cycle is not refundable. The subscription fee is paid for access to the Services, and the decision whether to use that access is yours.

Where you have paid for a subscription cycle but a Partner Pharmacy has been unable to dispense your medication because you did not complete a required action, the medication payment will not be charged. If a medication payment has already been collected but the medication has not been dispatched, that payment will be refunded in accordance with section 6.

10. Promotional codes and discounts

Where Regeniq offers a promotional code or discount:

  1. the code applies only to the specific Services or products stated in the offer;
  2. the code may not be combined with other offers unless expressly permitted;
  3. the code is non-transferable and may not be redeemed for cash; and
  4. refunds for purchases made with a promotional code will be calculated on the discounted amount actually paid.

11. Disputes and complaints

If you are not satisfied with the outcome of a refund request, you may escalate the complaint through Regeniq's internal complaints process set out in the Terms and Conditions. You may also contact:

  1. the Office of the Health Ombudsman (Queensland) at https://www.oho.qld.gov.au/ for complaints relating to health services;
  2. the Office of the Australian Information Commissioner at https://www.oaic.gov.au/ for privacy-related complaints; and
  3. the relevant State or Territory consumer protection body for Australian Consumer Law matters.

12. Changes to this policy

Regeniq may amend this Refund Policy from time to time. Changes take effect from the date they are published on the website. Your continued use of the Services after that date constitutes acceptance of the changes.

13. Contact

For all refund enquiries, please contact Regeniq at billing@regeniq.au.

This policy should be read together with the Terms and Conditions and the Fulfilment and Delivery Policy. For information about how we handle your personal information, see the Privacy Policy.

Regeniq Pty Ltd (ACN 694 432 865), Brisbane, Queensland, Australia.