Aunty Jane Booking, Cancellation & Refund Policy

Effective Date: 1 January 2025
Company: Aunty Jane Pty Ltd (ABN 56682093312)

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1. Purpose

This Policy outlines the terms and conditions for booking, cancelling, and refunding appointments with Aunty Jane (Aunty Jane Pty Ltd, trading as Aunty Jane or Aunty Jane Health). By booking an appointment, you agree to these Terms.

 

2. Booking Process

Booking your appointment is simple:

1. Submit a booking enquiry through our website, selecting your preferred date, time, and contact details.

2. An estimated out-of-pocket cost for your service is displayed.

3. A non-refundable Booking Fee must be paid to confirm your appointment.

4. You will then receive a confirmation email. We may contact you by phone to finalise your booking if required.

 

3. Booking Fee

• A non-refundable Booking Fee is required to secure your appointment.

• This fee covers administrative and pre-assessment costs.

• The Booking Fee amount will be displayed during the booking process.

 

4. Service Pricing

You will receive a preliminary estimate of your service cost, which may include:

• (a) Service Fee for consultation or procedure

• (b) Applicable rebates or discounts

• (c) Final out-of-pocket cost, adjusted for the Booking Fee

Note: This estimate is not a binding quote and may vary depending on Medicare eligibility, private health insurance, or clinical requirements.

 

5. Telehealth Abortion Services

For medical abortion services via telehealth:

• You will complete two virtual consultations with a Doctor, Nurse Practitioner, Endorsed Midwife, or Registered Nurse (Consult 1 & 2).

• If clinically suitable, medication will be sent by courier.

• Service Fees are paid in three parts:

  • Part 1: Booking Fee before Consult 1

  • Part 2: Admin Fee before Consult 2

  • Part 3: Pharmacy Fee after Consult 2 and before dispatch

• You may reschedule by contacting us at least two (2) business days in advance. Less notice may incur a $50 rescheduling fee.

• Missing your appointment after three contact attempts requires repayment of the Booking Fee to reschedule.

• If you cancel or miss Consult 2, any purchased products (e.g. TENS hire) will be refunded, but the remaining Service Fee is non-refundable.

 

6. Clinical Eligibility

• Clinical eligibility is assessed through your pre-assessment and consultation.

• If you are not eligible, we will discuss referral options.

• The Booking Fee remains non-refundable, as it covers pre-assessment costs.

• Please complete our Medical Abortion Eligibility Quiz prior to booking.

 

7. Rescheduling & Cancellations

• Rescheduling requires at least two (2) business days’ notice.

• Less notice may result in forfeiting your Booking Fee. A new fee may be required.

• In exceptional cases (e.g. financial hardship), a Discretionary Refund may be considered.

Cancellations by Aunty Jane:

• If we cancel your appointment, you may:

  • Reschedule at no cost, or

  • Receive a full refund of Booking Fees and any pre-paid Service Fees.

 

8. Refunds

8.1 Non-Refundable Items

• Booking Fees are non-refundable.

• Medication Fees are non-refundable once dispensed and shipped from pharmacy, due to national laws.

8.2 Refunds Available

• Overpaid Booking or Service Fees will be refunded.

• If a private health rebate is incorrectly returned to Aunty Jane, we will refund this amount.

• Refunds for purchased products (e.g. TENS hire) are provided if services are cancelled before use.

8.3 Discretionary Refunds

• Aunty Jane may consider discretionary refunds in cases of financial hardship or special circumstances.

• Requests must be made in writing to info@auntyjanehealth.com with supporting documentation.

8.4 Refund Processing

• Refunds are processed within 10 business days of approval.

• Refunds are returned to the original payment method unless otherwise agreed.

• Clients will be notified by email once processed.

• For security, Aunty Jane will never request bank details via text or email — we will call you directly if needed.

 

9. Australian Consumer Law

Your rights under the Australian Consumer Law (ACL) cannot be excluded. Where required, our liability is limited to:

• re-supplying the service, or

• covering the cost of re-supply.

 

10. Privacy

We respect your privacy. Personal information is collected to manage your appointment and care and is only shared with staff directly involved in your treatment. For details, review our Privacy Policy at www.auntyjanehealth.com or contact us at info@auntyjanehealth.com.

 

11. Changes to Policy

We may update this Policy at any time. The latest version will apply to all new bookings. Clients are encouraged to keep a copy for reference.

 

12. Governing Law

This Policy is governed by the laws of Queensland, Australia. Disputes will be handled in Queensland courts.

 

✨ Thank you for trusting Aunty Jane with your care. We are committed to compassionate, accessible, and transparent healthcare.