YOUR RIGHTS

Refund and service suspension policy

We understand that, during a health management program, clients may need to adjust or end their service early because of their health, work, family or other personal reasons.

Nutrition Joy Health aims to handle refunds fairly and transparently, protecting our clients’ rights while respecting the professional services our dietitians have already provided.

This policy applies to paid nutrition management services provided by Nutrition Joy Health Pty Ltd (ABN 61 675 390 217).

1. Refund policy

1. Ending your program early for personal reasons

If you are unable to continue the service because of a change in your health, work, family or other personal reasons, you can contact us at any time to request early termination and a refund of unused service fees.

Refunds are handled on the following basis:

  • Services already used: Where nutrition consultations, assessments or follow-up services have been provided as agreed, the fees for those services are not refundable when the service ends for your personal reasons.
  • Unused services: We will calculate and refund the remaining unused service fees based on the agreed package price and the services actually provided.
  • Cancellation processing fee: We may charge a cancellation processing fee to cover the reasonable, necessary and unavoidable administrative and refund processing costs of early termination for personal reasons. This fee will not exceed 15% of the unused service amount.

The initial nutrition assessment is always free. You will not be charged separately for it, whether or not you go on to purchase a program or request a refund.

2. How refunds are calculated

For packages delivered by service working days, refunds are calculated as follows:

Unused service fees = amount actually paid for the package − fees for services provided as agreed
Refund amount = unused service fees − cancellation processing fee

Fees for services provided are calculated using the service working days agreed at purchase, the package’s average price per service working day and our actual service records.

If a package includes separately priced professional consultations that were clearly listed before purchase, these are calculated at the price disclosed before purchase and according to whether they were completed. You will not be charged twice.

3. Service issues and your statutory consumer rights

If Nutrition Joy Health cannot provide the agreed services, or the services provided do not meet the consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy, refund or other statutory remedy as required by law.

In these cases, the cancellation processing fee for personal reasons described above does not apply.

Where services do not meet the statutory requirements, you may still be entitled by law to a refund or other remedy even if the services have already been provided.

This policy does not limit, exclude or replace any statutory rights you have under the Australian Consumer Law, including statutory cooling-off rights where applicable.

2. Service suspension policy

If you need to take a temporary break from the service because of health, travel, family arrangements or other circumstances, you can request a suspension.

In normal circumstances, please give Nutrition Joy Health at least 24 hours’ notice. For sudden illness, hospitalisation or other emergencies, we will be flexible and take your circumstances into account.

Once a suspension request is confirmed, the suspension period does not count towards your used service working days, and your remaining service working days are carried forward accordingly.

We will consider suspension requests reasonably and will not refuse a reasonable request that fits the service arrangements without a valid reason.

If you have not requested a suspension and Nutrition Joy Health has continued to provide the agreed services, those service days will count as normal. Not replying to messages or not submitting food records does not in itself mean that we have not provided the service; this depends on the agreed service content and what was actually provided.

3. How to request a refund or suspension

You can contact us in any of the following ways:

Please include your name, the package you purchased and whether you are requesting a refund or a suspension. You do not need to send full medical records, test results or other sensitive health information via WeChat. If we need to verify any health information, we will provide a suitable secure way to send it.

We usually review your service records and provide a refund breakdown within 5 business days of receiving a complete request. Once the refund amount is confirmed, we usually arrange the refund to your original payment method within 10 business days. The time it takes to reach your account may depend on your payment provider.

If you have questions about how your refund was calculated, you can ask for a further explanation or request a review.

4. Complaints and privacy

We value client feedback and aim to resolve disputes fairly, respectfully and transparently.

If you have a concern about how a refund was handled or about the quality of our service, you can contact us. You can also find external complaint options on our code of conduct & complaints page.

Your personal and health information is handled in accordance with our Privacy Policy.

This refund policy does not affect your right to seek other remedies available under applicable law.

Last updated: 16 October 2026