Refund Policy

You pay upfront. If the doctor declines, the full request fee and priority fee are automatically refunded to the original payment method. This policy explains when that guarantee applies, how other refund requests are assessed, and what happens after a refund starts.

• Clinical decline - If a doctor declines your medical certificate, prescription, or specialty request, the full request fee and any priority fee are automatically refunded.
• In-person care recommended - A recorded decline because online care is not suitable receives the same automatic full refund.
• Duplicate or incorrect charge - Contact support so we can verify the payment and return any amount charged in error.
• Confirmed service failure - If a technical problem prevents us from providing an approved outcome and we cannot correct it, support will arrange the appropriate refund.

• Completed service - Once an approved certificate, eScript, or clinical outcome has been delivered, a change-of-mind refund is generally not available. Your rights under Australian Consumer Law are not excluded.
• Change of mind after review begins - Contact support as soon as possible. Eligibility depends on whether clinical work or delivery has already occurred.
• Inaccurate information - If a request is declined because you provided inaccurate or incomplete health information, the standard refund policy still applies (you will receive a refund), but repeated misuse may result in account restrictions.

• A recorded clinical decline starts the full refund automatically. No separate refund form is required.
• Refunds are returned to your original payment method (the card or account used at checkout).
• Your bank or card issuer controls when the credit appears on your statement, so timing varies after the refund is started.
• Support can verify the refund status if a confirmation message is delayed or missing.

Most refunds are issued automatically. If you believe you are entitled to a refund that has not been processed, or if you have questions about a charge, please contact us:

• Email: support@instantmed.com.au
• Include your name, email address, and the date of your request.
• We will verify the payment record and tell you what happens next.

If you are not satisfied with the outcome of a refund request, you may lodge a formal complaint at complaints@instantmed.com.au. We acknowledge complaints within 24 hours. Clinical complaints target resolution within 14 days. You may also contact your bank or payment provider to dispute a charge, or escalate to the relevant state health complaints body.

• Refund-on-decline guarantee
• Terms of Service - Fees, Payment, and Refunds
• Privacy Policy
• Cookie Policy