Refunds & Returns
1. Overview
This Refund Policy explains how refunds, credits and cancellations are handled for services, memberships, consultations, diagnostics and products provided by Baseline+ .This policy should be read together with our Terms and Conditions. In the event of any inconsistency, the Terms and Conditions prevail. Nothing in this Refund Policy excludes, restricts or modifies your rights under the Australian Consumer Law.
2. General Principles
- Fees paid for services relate to access, administration, clinical review, coordination and delivery of services.
- Many services involve costs incurred upfront (including clinician time, diagnostics and third-party providers).
- As a result, refunds are limited and only available in specific circumstances set out below.
3. Medical Consultations
3.1 Missed or Cancelled Consultations
- Missed medical consultations are non-refundable.
- If you cancel or reschedule a consultation within 24 hours (the notice period), fees will be forfeited.
If you have questions about this Refund Policy or wish to request a review of your circumstances, please contact: hello@baselineplus.com.au
3.2 Clinical Ineligibility
If, following your consultation and any required pathology (including blood tests), our clinical team determines that you are found to be clinically unsuitable for a medication or treatment during your consultation, no refund will be provided for:
- medical consultations; or
- diagnostic or pathology testing already arranged or completed.
4. Diagnostics and Pathology Testing
- Diagnostic tests and pathology services are non-refundable once ordered or completed, even if:
- you are later deemed clinically unsuitable for treatment; or
- you choose not to proceed after results are received.
5. Prescriptions and Treatment Eligibility
- Baseline+ endeavours to ensure goods are packed securely and dispatched safely.
- If your order is damaged or lost in transit, please contact us as soon as possible so we can review the issue with our partner pharmacies and couriers.
- If a prescribing practitioner determines that you are not eligible for a prescription or treatment:
- you remain liable for fees paid for consultations, diagnostics and assessments already provided; and
- no refund will be issued for those services.
6. Memberships and Subscriptions
- are valid for 180 days from the original purchase date; and
- are redeemable for future services.
6.1 General Rule
Membership and subscription fees are non-refundable except as expressly stated below or where required by law.
- we will make at least three attempts to contact you;
- if no response is received within 14 days, your order will be cancelled; and
- a 100% credit note will be applied to your account.
6.2 Cancellation Before Medical Testing
If you place an order but do not complete required steps (such as scheduling a consultation or responding to contact attempts):
If you cancel a membership before required medical testing has been completed, refunds (if any) are handled in accordance with the Terms and Conditions and reflect costs already incurred.
6.3 Cancellation After Medical Testing
As appropriate.
Once medical testing has been completed:
- correct the error;
- issue a refund; or
- apply a credit,
- Memberships cannot be terminated early; and
- no refunds will be provided for the remaining Membership period.
7. Partner Pharmacy Issues
- the Partner Pharmacy is unable to fulfil your prescription; and
- you choose not to continue with your treatment plan.
- a refund of unused components; or
- a credit applied to your account.
8. Product or Pricing Errors
If you place an order but do not complete required steps (such as scheduling a consultation or responding to contact attempts):
- correct the error;
- issue a refund; or
- apply a credit,
9. Orders Not Completed or Abandoned
- we will make at least three attempts to contact you;
- if no response is received within 14 days, your order will be cancelled; and
- a 100% credit note will be applied to your account.
- are valid for 180 days from the original purchase date; and
- are redeemable for future services.
10. Shipping, Delivery and Damaged Goods
- Where your clinical plan includes medication, your prescription is fulfilled by an accredited Australian pharmacy and shipped directly to your nominated address. Baseline+ does not handle, store, or dispatch medications.
- Delivery timeframes are determined by the dispensing pharmacy and may vary depending on your location and the medication prescribed. You will receive tracking information directly from the pharmacy where available. Baseline+ is not responsible for delays caused by the pharmacy, courier, or circumstances outside our control.
- Damaged or incorrect goods:If your medication arrives damaged, incorrect, or in a condition that raises concerns about its integrity, do not use it. Contact our support team at hello@baselineplus.com.au as soon as possible and retain the packaging and any relevant documentation. We will liaise with the dispensing pharmacy on your behalf to arrange a replacement where appropriate.
- Non-delivery: If your order has not arrived within the expected timeframe, contact our support team and we will follow up with the pharmacy directly.
- Returns: Due to the nature of prescription medication and Australian health regulations, medications cannot be returned once dispatched unless they are damaged, defective, or incorrectly dispensed. This is in accordance with the requirements of the Therapeutic Goods Administration (TGA) and applicable Australian law.
11. Uncollected or Improperly Stored Products
- Any uncollected orders are the responsibility of the recipient.
- Baseline+ is not liable for loss, damage or spoilage caused by delayed collection or failure to refrigerate products promptly upon delivery.
- Temperature-regulated products may be destroyed if deemed compromised, in consultation with partner pharmacies.
12. Consumer Law Rights
Nothing in this Refund Policy limits your rights under the Australian Consumer Law, including rights to a refund, repair or replacement where services are not provided with due care and skill or otherwise fail to meet statutory guarantees.
13. Contact Us
If you have questions about this Refund Policy or wish to request a review of your circumstances, please contact: hello@baselineplus.com.au