Refund Policy
Effective date: 24 June 2026 | Version 1.0
1. Purpose
This Refund Policy explains how BioAxis Pty Ltd manages refund requests for peptide therapy consultations,
treatment packages and related administrative services.
BioAxis provides administrative, booking and non-clinical support services. All prescribing decisions are
made independently by the consulting doctor.
2. Scope
This policy applies to patients who have paid for a BioAxis doctor consultation, peptide therapy package,
treatment pathway or related service through the BioAxis website or GetScripted platform.
3. General Refund Position
Refunds are assessed by BioAxis on a case-by-case basis and are provided at the discretion of BioAxis Pty
Ltd.
A patient may request a refund by contacting BioAxis in writing via the official support email address.
Submitting a refund request does not automatically guarantee that a refund will be approved
4. Non-Refundable Fees
Where a refund is approved, BioAxis may retain the following non-refundable fees:
Doctor consultation & BioAxis combined administration fee: $69
These fees may be retained regardless of whether a prescription is issued, declined, changed, cancelled or
not proceeded with.
The doctor consultation fee reflects the cost of the independent doctor's time, review, assessment and
consultation availability.
The BioAxis administration fee reflects the administrative costs involved in payment processing, account
setup, booking, questionnaire handling, system use, support, coordination and related operational work.
5. Refund Amount
Where BioAxis approves a refund, the maximum refund will generally be the amount paid by the patient
minus the $69 doctor consultation & BioAxis combined administration fee.
Any remaining balance may be refunded to the patient at BioAxis' discretion.
6. Doctor Declines to Prescribe
A patient is not guaranteed a prescription by selecting or paying for a package.
If the doctor assesses the patient and decides not to prescribe, the patient will be automatically issued a refund minus the doctor and BioAxis administration fee of $69.
7. Patient Changes Their Mind
If a patient changes their mind after payment, they may request a refund by email.
BioAxis may approve, partially approve or decline the refund request depending on the circumstances,
including:
– whether the doctor consultation has been booked;
– whether the doctor has reviewed the patient information;
– whether the consultation has occurred;
– whether a prescription has been issued; and
– whether the order has progressed to pharmacy fulfilment.
Where approved, BioAxis will retain the doctor consultation fee and BioAxis administration fee.
8. Failure to Complete Required Information
Patients are required to complete the mandatory health questionnaire before the doctor consultation.
If the patient does not complete the required information in time, BioAxis may cancel or reschedule the
consultation.
Where a refund is requested or provided in this situation, BioAxis may retain the doctor consultation fee and
BioAxis administration fee.
9. Doctor Requests Further Information or Pathology
The doctor may request further information, bloodwork or other testing before deciding whether to prescribe.
If the patient chooses not to provide the requested information or does not wish to continue, they may
request a refund.
Where approved, BioAxis may retain the doctor consultation fee and BioAxis administration fee.
10. Missed Telehealth appointments
Telehealth appointments can be rescheduled without penalty with 24 hours notice. This can be done through the patient portal, without any additional costs.
If for any reason you cannot attend your telehealth appointment - it is imperative you contact support@bioaxis.com.au as soon as possible to avoid late penalties.
If there is no reason for a missed appointment, the the doctor consultation fee and BioAxis administration fee will be retained, and will need to be rebooked and paid for another appointment.
11. Change to Protocol Plan
The doctor may recommend a different treatment option from the one selected by the patient.
If the doctor prescribes a lower-cost treatment option, BioAxis may refund the difference between the
amount paid and the final approved treatment cost.
If the doctor recommends a higher-cost treatment option, the patient must pay the additional invoice before
the prescription or order proceeds to pharmacy fulfilment.
If the patient does not wish to proceed with the changed treatment plan, they may request a refund. Where
approved, BioAxis may retain the doctor consultation fee and BioAxis administration fee.
12. Pharmacy Fulfilment Stage
Once the patient has paid, completed the doctor consultation, and the prescription or order has been sent to
Infinity Wellness Group or another approved pharmacy for fulfilment, the order is final.
At that stage, BioAxis will not provide a refund for the medication, compounding, pharmacy fulfilment,
shipping or related package components.
Any pharmacy-specific issue, including damaged items, missing items, dispensing concerns, storage
concerns or delivery issues, may need to be reviewed with the pharmacy.
13. No Guarantee of Outcome
BioAxis does not guarantee that a patient will be prescribed medication.
BioAxis does not guarantee that a treatment will produce a particular outcome or result.
Refunds are not automatically provided because a patient does not achieve a desired health, performance,
recovery, anti-ageing or optimisation outcome.
14. How to Request a Refund
Refund requests must be made in writing by emailing the BioAxis support email address (support@bioaxis.com.au)
The request should include:
– patient full name;
– email address used for the booking;
– date of payment;
– package or consultation purchased; and
– reason for the refund request.
BioAxis will review the request and respond after assessing the relevant circumstances.
15. Processing Time
If a refund is approved, processing times may depend on the payment provider, bank, GetScripted platform
or other third-party payment systems.
BioAxis is not responsible for delays caused by banks, card providers or external payment processors.
16. Discretion
BioAxis reserves the right to approve, partially approve or decline refund requests at its discretion, subject to
applicable Australian consumer law and any other legal obligations.
Nothing in this policy is intended to exclude, restrict or modify any rights a patient may have under Australian
consumer law.
17. Contact
Patients may contact BioAxis by email for administrative and non-clinical support.
Email support@bioaxis.com.au
Website https://bioaxis.com.au/contact