Refund Policy

Your Australian Consumer Law rights come first

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a repair, replacement, refund, cancellation or other remedy when those guarantees are not met. The appropriate remedy depends on the circumstances. Nothing in this policy or a service agreement removes those rights. A refund required by law is not discretionary and is not reduced by processing fees or third-party costs contrary to law.

24-hour cooling-off period

For purchases through this landing page, you may cancel within 24 hours of making an upfront payment or authorising a payment plan. Email contact@thegutguy.com.au within that period with your name and order details. Your email timestamp records your request; you do not need to wait for our reply.

During this voluntary cooling-off period, we refund payments received, less only actual non-recoverable payment-processing fees disclosed before purchase and lawfully deductible. If no such fee was disclosed, none is deducted. For a payment plan cancelled within the period, future instalments are cancelled. The kit and change-of-mind restrictions below do not override this cooling-off offer or your statutory rights.

This landing-page offer applies to both payment methods and takes precedence over inconsistent cooling-off wording in the service agreement for these purchases.

Services, test kits and unused packages

After the cooling-off period, we do not offer change-of-mind refunds for services already delivered, functional test kits purchased on your behalf, or prepaid packages or sessions you choose not to use. These restrictions do not apply where a refund or other remedy is required by law.

A completed Clinical Screening Consultation is a professional eligibility assessment and is not refundable simply because you are found unsuitable. It is separate from the complimentary Clarity Call and is not automatically included in these packages.

If a test is faulty, missing, unsuitable due to an error in our service, or otherwise not as agreed, contact us so we can assess and resolve the problem. Do not post a biological sample to our clinic. We will provide any necessary return or laboratory instructions. If we cannot provide an agreed service, we will discuss an alternative or refund as applicable under law.

Outside the cooling-off offer and statutory remedies, we may consider exceptional refund requests individually. Any lawful deduction for costs already incurred will be explained and itemised. Outcomes from care cannot be guaranteed; this does not limit our obligations to provide services with due care and skill.

Appointment changes and non-attendance

Appointments must be prepaid. Give at least 48 hours’ notice to reschedule without a rescheduling fee. For shorter notice, the following may apply to the affected consultation fee, not the entire package:

Rescheduling fees

48 hours or more: no rescheduling fee. Between 24 and 48 hours: up to 50% of the consultation fee. Less than 24 hours: up to 75%. Failure to attend without notice: 100%. These fees are not cumulative for the same appointment and apply only to the extent lawful.

Contact us promptly about illness, emergencies or other exceptional circumstances so we can consider your situation. Any fee must be reasonable and proportionate to the circumstances. A discounted replacement appointment is at the clinic’s discretion. If we cancel, these patient cancellation fees do not apply; contact us to arrange an alternative or any refund due.

Payment plans and financial difficulty

A payment plan spreads the agreed package cost; it is not a cancel-anytime subscription. After the cooling-off period, choosing not to attend does not by itself cancel the remaining agreed payments, subject to your legal rights. Rescheduling an appointment does not pause the payment schedule.

Instalment amounts and dates are agreed with you before authorisation. Changes require agreement between you and the clinic, except where you have a legal right to a remedy. If you are experiencing financial difficulty, contact us promptly to discuss a reasonable resolution. We do not automatically impose legal or recovery costs; any recovery action or costs must be permitted by law. Access to health records remains subject to applicable privacy and health-record laws.

How to request a refund or raise a concern

Email contact@thegutguy.com.au or call 0497 850 719. Include your name, purchase or appointment details and a brief explanation. Do not send full card details. We may request reasonable proof of purchase and information needed to assess the request.

We will explain the decision and any calculation in writing. Approved refunds are returned to the original payment method unless another method is agreed; processing time depends on the payment provider. If your concern remains unresolved, you may contact Consumer Affairs Victoria or your state or territory consumer protection agency.