If you feel you are owed a refund due to an overpayment, credit due or for any questions about a refund or this policy, please contact 1300 900 863 and ask to speak to Accounts Receivable. Our finance department will verify your refund, and the funds will be credited to your bank account as soon as possible.
We want you to be completely satisfied with our service, so we try to handle all refund requests as quickly as possible.
However we do not refund if you have had a consultation with a General Practitioner or a Nurse Practitioner and there is evidence of clinical notes or a prescription has been supplied.
Phenix Health takes Pre authorisation of your card through our payment gateway. You will be sent a link through our Control Centre team for you to deposit directly. These funds will be debited into our account immediately post consultation. Should you not be available at the time of the call by the Healthcare professional your card will be debited with a $10 cancellation fee. Our Healthcare professional will have tried to call you for the consultation 2-3 times. Telehealth consultations require a lot of coordination at our end, so please try to keep your appointment.
No refunds are offered if you request more than 2 days on a medical certificate for which is at the complete discretion of the Healthcare professional. We can not prescribe S8 drugs through Telehealth this is clearly shown on our Terms and Conditions. Please do not request these as we can not refund your consultation.
Phenix Health will refund you the complete fee if our Healthcare professional does not call you. We are able to verify this through our phone logs. Phenix Health will refund you if for some reason there is technical failure and a Healthcare Professionals is not able to conduct a telehealth call either through phone or video.