Return Policy

1. Overview

This Refund Policy explains how refunds, credits and cancellations are handled for Services, Memberships, consultations, diagnostics and products provided by Get Limitless.

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 with less than the required notice period (as set out at booking), fees may be forfeited.

3.2 Clinical Ineligibility

• If 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.

Clinical assessments are part of the Service you purchase.

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

• 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

6.1 General Rule

• Membership and subscription fees are non-refundable except as expressly stated below or where required by law.

6.2 Cancellation Before Medical Testing

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

Once medical testing has been completed:

• Memberships cannot be terminated early; and
• no refunds will be provided for the remaining Membership period.

7. Partner Pharmacy Issues

A refund or credit may be offered if:

• the Partner Pharmacy is unable to fulfil your prescription; and
• you choose not to continue with your treatment plan.

In such cases, options may include:

• a refund of unused components; or
• a credit applied to your account.

8. Product or Pricing Errors

If a genuine product or pricing error occurs that materially affects your order, we will work with you to:

• correct the error;
• issue a refund; or
• apply a credit,

as appropriate.

9. Orders Not Completed or Abandoned

If you place an order but do not complete required steps (such as scheduling a consultation or responding to contact attempts):

• 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.

Credits:

• are valid for 180 days from the original purchase date; and
• are redeemable for future Services.

10. Shipping, Delivery and Damaged Goods

• Get Limitless 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.

Further details are set out in our Shipping & Delivery Policy.

11. Uncollected or Improperly Stored Products

• Any uncollected orders are the responsibility of the recipient.
• Get Limitless 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@getlimitless.health

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