Refund Policy

Refund Policy

‍In short: you can get a full refund if you cancel within 48 hours of purchase and no sample has been collected. After 48 hours, or once any sample has been collected, your purchase is non-refundable. Renewals are non-refundable. Nothing in this policy limits your rights under the Australian Consumer Law.

‍When you can get a full refund
You are eligible for a full refund of your first payment if both of these are true:
- You cancel within 48 hours of purchase; and
- No sample has been collected and no laboratory testing has been performed.

When refunds are not available:
- After 48 hours, or once a sample has been collected or testing has been performed (whichever happens first), your purchase is non-refundable; and
- Renewal payments are non-refundable. Not using some or all of your tests does not entitle you to a partial or pro-rata refund, and unused tests do not roll over to the next period.

Note: All gift purchases are final. No refunds, credits, or exchanges will be offered for gifted tests.

‍If a clinician declines a test
If a clinician declines some of your tests after reviewing your questionnaire:
- You may request a credit for the lab fees of the declined tests within 7 days of the clinician's decision. Credits apply to future add-on tests only, expire after 1 year and have no cash value; and
- If a clinician declines all of your tests, we will give you a full refund of that purchase.





Nothing in this policy limits your rights under the Australian Consumer Law, including a remedy for a major failure.

How to cancel
‍To cancel your plan or stop it renewing, log in to your account at https://app.listenhealth.com.au/loginand follow the steps below:
- Go to Account > Manage your plan.
- Select Cancel subscription and confirm.
- Cancelling stops your plan from renewing, and you keep access until the end of the period you've paid for.
- You can also email billing@listenhealth.com.au and we will cancel it for you.

Please note: Download your results from the app before your access ends. We will email you before your annual renewal so you can cancel in time. If we change the price of your plan, the change applies only from your next renewal and we will tell you by email beforehand.

‍Refund Issuance
‍If you are eligible for a refund, Listen Health will process it promptly. Please note:
- Refund requests are assessed within 5 business days.
-   Approved refunds will be processed using the original payment method.
-   Funds may take 10-15 business days to appear in your account after approval.

‍Contact Us
‍If you have any questions about our refund policy or need assistance with a refund request, please contact billing@listenhealth.com.au.

‍Policy Changes
‍We may update this Refund Policy. We will notify you of material changes by email or in your account. Changes apply to purchases and renewals made after the change takes effect.