Returns, refunds and replacements policy – Vively Health Pty Ltd

Last Updated - 22nd February 2023

Damages and sensor issues/malfunctions

‍Please inspect your order upon arrival and contact us immediately if the sensor is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Once your sensor has been applied, if you feel your sensor is malfunctioning or faulty, please reach out to Vively support by emailing contact@vively.com.au.

The Vively support team will work with you to determine the problem through troubleshooting.In the case of a hardware-related sensor issue, Vively will step you through the process of receiving a replacement sensor from the manufacturer. Sensors that are damaged by the member, damaged through application error, or are removed early do not qualify for a replacement. Instead, you will be provided a 10% discount to purchase another sensor.

Vively requires that all members reach out to our support team to determine whether sensors are faulty before removing. If we are unable to properly run troubleshooting prior to removal, we cannot determine if you qualify for a replacement sensor.Please contact us for any sensor replacement questions at contact@vively.com.au

‍Refunds on sensor purchased but not sent

‍‍‍If we have not dispatched your sensor, you may request a full refund of the sensor portion of your fee.Upon confirmation by the Vively team, you’ll be refunded the sensor portion via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@vively.com.au‍

‍Refunds on sent sensors‍‍

We unfortunately cannot refund a sensor that has been taken out of the box, worn, expired, removed or not in original condition.

‍Refunds on the app

‍Unfortunately we do not offer refunds for the app-portion of your payment.As stated above, we can offer refunds for your sensor if you let us know prior to sensor fulfilment.

‍Exceptions / non-returnable items

‍Unfortunately, we cannot accept returns on gift cards or on sent sensors.

Telehealth Services and Subscription Refunds

‍Vively’s Telehealth Plan includes access to licensed Australian healthcare practitioners who assess your medical history and clinical suitability for certain prescription medications. Given the nature of our services, which begin as soon as your consultation is booked, our refund policy reflects the personalised care provided.

‍Refunds will not be provided in the following circumstances:

- You pay upfront for the blood test and telehealth consultation, and these services are non-refundable even if you miss the consultation or do not complete required intake forms.
- You attend the consultation but are deemed clinically ineligible for a prescription medication. You are still paying for the blood test and the consultation.
- A medication prescription is issued, and you choose not to proceed with the ongoing Vively plan or medication prescription. Once the consultation is completed and the prescription is issued, no refund is applicable.

Refunds may be provided in the following circumstances:

‍You were charged in error, such as in the case of a duplicate transaction or billing mistake.

The Partner Pharmacy is unable to fulfil your prescription, and you do not wish to continue with the plan or treatment.

Subscription Plan Refunds:

‍If you choose to subscribe to the Vively plan (which may or may not include prescription medication) after the consultation, and the first payment or renewal is processed, no refund will be issued for the monthly subscription fee.

You can cancel at any time, but your subscription will remain active until the end of the current billing period. No refunds will be provided for the subscription if you choose to cancel before the end of the period.

Important Notes:

‍Blood tests and consultations are paid for upfront as part of the initial payment. These services are non-refundable once provided, regardless of clinical eligibility for prescriptions or missed consultations.

If you are offered a prescription during the consultation, and you choose to continue with the ongoing Vively subscription plan (which includes access to the app, health coaching, and medications), no additional refunds will be issued for the monthly subscription once the payment has been processed. You can cancel your subscription at any time, but it will remain active until the end of the current period.

If you believe you are eligible for a refund, please contact us within 7 days of your transaction at contact@vively.com.au. All refund requests will be reviewed on a case-by-case basis and must align with the conditions above. Vively complies with all obligations under the Australian Consumer Law.