Clear. Fair. Transparent.
Full refund if your GP declines. Wallet credit if we can't reach you.
If the GP declines to issue a certificate, you get a full refund to your original payment method. If our doctor can't reach you, the full amount goes into your OMC wallet.
Refunds follow Australian consumer rights
Clear steps, no hidden fees
Your payment details are safe and secure
Your health information is safe & protected
Our Refund Commitment
OMC Health operates on a simple principle:
You're never charged for a certificate the GP decides not to issue.
GP decisions are based on clinical appropriateness.
Full refund when the GP declines or we can't proceed. Wallet credit when we can't reach you.
Clear refund rules with no hidden conditions.
If the consulting GP determines that issuing a certificate is not clinically appropriate for your situation, you will not be charged.
We believe this is the fairest model for patients and ensures that every consultation is conducted with genuine clinical intent, not under financial pressure to receive a certificate.
When a Full Refund Is Provided
These refunds are processed automatically and go back to your original payment method. You'll get an email confirming the refund and the reason.
When No Refund or Credit Is Provided
If you believe a refund or credit has been denied in error, you may raise a dispute through our complaints process.
When You Receive a Wallet Credit
If our doctor can't reach you for your consultation, you won't receive a refund. Instead, we add the full amount you paid to your OMC wallet, so you can book again when you're ready.
Our doctor calls the phone number you gave us at least 3 times within 1 hour, and you don't answer
The phone number you gave us is wrong, disconnected or can't receive calls
You cancel your booking before the doctor calls you, while we're still within the estimated wait time shown at booking
Wallet credit is provided instead of a cash refund in these circumstances.
How Your Wallet Credit Works
Your wallet credit keeps the value of your original payment, ready for your next consultation.
It's worth the full amount you paid, including any add-ons
We email it to you as a code, with its expiry date shown
It doesn't expire
You can use it once, on any certificate type
If the next booking costs more, you pay the difference. If it costs less, unused credit isn't refunded or carried over
It can't be exchanged for cash. If you dispute the original payment with your bank, the credit is cancelled
If you use wallet credit and the GP declines that booking, we'll return the credit to your wallet. We'll also refund anything you paid on top to your original payment method.
How Refunds Work
You complete your booking and payment.
Consult with an AHPRA-registered GP in real time.
GP determines if a certificate is clinically appropriate.
If not appropriate, a refund is triggered automatically.
Refund is sent to your original payment method.
Refund Processing Timeframes
OMC Health cannot control delays caused by banks or payment providers.
Partial Refunds
OMC Health does not offer partial refunds.
Every booking ends in one of three outcomes:
Which one applies depends on the circumstances set out above. In some cases, our support team may also offer a coupon for a future booking.
Your Consumer Rights Remain Protected
Nothing in this Refund Policy limits or excludes any rights or remedies you have under:
Australian Consumer Law
Competition and Consumer Act 2010
Consumer Protection Legislation
Where the Australian Consumer Law applies, it prevails over this policy to the extent of any inconsistency. We are committed to fair treatment, transparency and accountability.
Raise a Refund Dispute
If you believe you're owed a refund or credit, please contact us. The same applies if your refund hasn't arrived within the timeframes above:
Email our support team, or call (02) 7258 0570 if it's urgent.
Share your booking ID and details of your concern.
We'll review your request thoroughly.
Most refund queries are resolved within 24 hours. Some take 1 to 5 business days, depending on the issue.
We take all concerns seriously and aim to resolve them fairly.
Need Help?
Our team is here to support you.