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Last updated: 31 October 2025
Applies to: All purchases made via vively.com.au or the Vively app
Scope: This unified page covers (A) CGM & Blood Testing, (B) Coaching Subscriptions, and (C) Telehealth
Australian Consumer Law (ACL): Nothing in this policy limits your statutory rights.
Vively supplies continuous glucose monitor (CGM) sensors and blood testing packs (1‑pack, 2‑pack, 4‑pack) via our website checkout, and optional add‑ons via the Vively app. Blood testing is provided by issuing you a pathology referral (no physical kit).
Please inspect your delivery (or, for blood testing, your referral notice) as soon as it arrives. If anything appears incorrect, damaged, missing or not as described, contact contact@vively.com.au immediately so we can investigate and make it right.
If you believe a sensor is faulty, contact Vively before removing or discarding the sensor. Our support team will help determine whether the issue is due to:
To ascertain whether a hardware defect exists, Vively requires certain information to be provided. If this information is not supplied, we cannot verify whether a hardware fault is present and therefore cannot facilitate a replacement.
We may request supporting information such as:
If, following receipt and assessment of the above information, a hardware defect is confirmed, Vively will facilitate a free replacement at no cost to you.
Exclusions: Sensors damaged through user error, improper application, early removal, neglect, misuse or impact are not eligible for replacement or refund.
You may request a full refund for your CGM or blood test purchase only if it has not yet been dispatched/issued. Once your order has been dispatched (for CGMs) or your pathology referral has been issued (for blood testing), the sale is considered final, and refunds are not available, except as required under the Australian Consumer Law (for example, where goods or services are faulty or not as described).
Once confirmed by Vively, refunds are processed to your original payment method within 10 business days.
Once your CGM has been dispatched, or a pathology referral has been issued, the purchase is considered fulfilled and non-refundable, except where required by the Australian Consumer Law (for example, where goods or services are faulty or not as described).
Refunds also cannot be provided if a CGM sensor has been opened, applied, removed, or expired, as these are medical-grade devices that cannot be reused or resold once handled.
Blood testing is delivered by issuing a pathology referral. Once the referral is issued, the service has commenced and is non‑refundable, except where Vively or our pathology partner is unable to supply the ordered test(s) within a reasonable time, or otherwise as required by the ACL.
Additional CGMs or blood tests purchased in‑app are treated as new orders under your membership. The same rules apply as above (A2–A6).
Refunds are not available for change of mind, preference, or unused membership time. We’re happy to help you optimise your plan — reach out to us if you’re unsure how to get the most from your membership.
App access is included in your annual CGM or Blood Test Pack subscription and activates immediately upon purchase. App access fees are non-refundable once activated or once your pack has been dispatched/issued.
CGM and Blood Test Packs renew automatically each year on your subscription anniversary date, providing continued access to the Vively App and the same pack configuration you originally selected.
Once a renewal payment has been processed, the new annual period is considered active and non-refundable, even if you cancel on or after the renewal date. You may cancel at any time before renewal to stop future charges. Renewal pricing and pack configurations remain the same as your original purchase, unless Vively notifies you in advance of a change.
For full renewal terms, see Section 9 of the Vively Terms & Conditions.
Vively’s Health Coaching Subscription provides ongoing access to our qualified coaches via the Vively app to support your nutrition, behaviour change and lifestyle goals.
It is billed on a recurring monthly basis through your Vively account, at the rate applicable at the time of purchase, unless cancelled.
You may be eligible for a 14‑day free trial if you opt in during checkout.
If cancelled before day 14, no charge applies. If the trial rolls over and payment is processed, the first billing period is considered active and non‑refundable.
Your coaching subscription automatically renews each month unless cancelled before the renewal date.
Once a renewal payment has been processed, that billing period is considered active and non-refundable, even if you cancel on or after the renewal date.
Cancelling your subscription stops future renewals, but does not provide a refund for the month already billed.
Refunds may be issued where:
Refunds will be processed to your original payment method within 10 business days once approved.
Telehealth services involve professional medical time and the immediate commencement of care.
Refunds are not available if:
Refunds may be approved if:
Once a medication — whether a standard prescription or a compounded formulation — has been dispensed or dispatched by our partner pharmacy, the order is non-returnable and non-refundable, as medicines cannot be reused or resupplied. This includes compounded, personalised, or temperature-sensitive products, subject to law.
Email contact@vively.com.au within 7 days of noticing a problem and include:
We’ll aim to resolve verified cases within 10 business days. Approved refunds are returned to the original payment method.
© 2025 Vively Health Pty Ltd. This unified policy replaces prior versions of our refunds/returns pages.
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Vively is a general wellness platform and does not provide medical advice, diagnosis, or treatment. Any information, insights or guidance offered through our app, website, programs, or coaches is for educational and informational purposes only and should not be considered a substitute for professional medical advice or care. Always consult a qualified healthcare provider before making any health-related decisions.
We acknowledge the Traditional Custodians of the lands where we live and work, the Gadigal of the Eora Nation. We pay our respects to their Elders past and present.