Refunding your initial consultation
Your initial consultation fee is fully refundable if your practitioner deems you ineligible for a treatment plan. We refund it automatically.
If you're deemed eligible but choose not to proceed with your treatment plan, send us a message through the secure messaging portal to request a refund.
Refunding your treatment plan order
Subject to your rights under Australian Consumer Law, and to the circumstances set out below, you aren't eligible for a refund on your treatment plan order payments.
You may request a refund of your treatment plan order in the following circumstances:
- where you cancelled your order by 11:59pm the day before your order's processing date (for which we will give you a payment reminder 5 days prior). For example, if your order is due to process on the 15th of July, you need to cancel by 11:59pm on the 14th of July.
- where our partner pharmacy cannot fulfill your order because it is out of stock.
- if it's your first order, where the money back guarantee applies (T&Cs apply).
If you think you're eligible for a refund of your treatment plan order, send us a message through the secure messaging portal.
Need help?
Submit your request through our live chat support team in your Web App or help centre.
Download the new Hers App here
Questions? Send us a message through the secure messaging portal here: http://help.hers.com.au/