Refund Policy

InstantMed is committed to fair and transparent pricing. Payment is collected at the time you submit your request. If your request cannot be fulfilled, we provide a full refund. This policy outlines when refunds apply and how they are processed.

• Request declined by a doctor — If a doctor determines your request is not appropriate for telehealth or requires an in-person examination, you will receive an automatic full refund. This applies to medical certificates (from $19.95) and prescriptions ($29.95).
• Cancellation before review — If you cancel your request before a doctor begins reviewing it, you will receive a full refund.
• Review not completed within 24 hours — If a doctor is unable to review your request within 24 hours of submission, you may request a full refund.
• Technical issues — If a system error prevents delivery of your medical certificate, prescription, or consultation outcome, you are entitled to a full refund.

• Approved requests — Once a doctor has approved your request and delivered your medical certificate or prescription, a refund is not available. The service has been provided.
• Consultations — Telehealth consultations are non-refundable once a doctor has reviewed your information and provided clinical advice, regardless of the clinical outcome.
• 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.

• Eligible refunds are processed automatically when a doctor declines your request. No action is required on your part.
• Refunds are returned to your original payment method (the card or account used at checkout).
• Refunds typically appear within 3–5 business days, though your bank may take longer to process.
• You will receive an email confirmation when your refund has been issued.

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 aim to respond to refund enquiries within 2 business days.

If you are not satisfied with the outcome of a refund request, you may lodge a formal complaint at complaints@instantmed.com.au. We will respond within 14 business days. You may also contact your bank or payment provider to dispute a charge, or escalate to the relevant state health complaints commissioner.

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