Refund policy

Last updated: 23 January 2026. 

Menodoctor is a trading name of Dear Medical Ltd (NZBN 9429050627806), 6/33 Hairini Street, Hairini, Tauranga 3112, New Zealand.

This policy sets out how rescheduling, cancellations, missed appointments and refunds work. It should be read together with our Pricing & Fees Policy and Terms of Service. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Consultations

Paying for your booking

Payment is due at the time of booking. If your booking is being held without full payment — for example through Afterpay, Klarna, a payment plan, or an agreed invoice — payment must be completed no later than 7 days before your appointment. If payment has not been received by then, we may cancel or reschedule the appointment and release the time to another patient. Bookings made within 7 days of the appointment must be paid in full at the time of booking.

Rescheduling

You can reschedule your appointment up to 72 hours before your appointment, at no charge, using the change/cancel link in your confirmation email. Within 72 hours of the appointment, rescheduling is not available online.

Cancelling

If you cancel more than 72 hours before your appointment, you can choose either:

• a voucher for the full amount (which does not expire) to use on another booking or product; or
• a full refund, less a $20 processing fee.

The $20 processing fee reflects the transaction fee our payment provider charges us on every payment (which is not refunded to us when a payment is reversed) plus the administration fee they charge us to process a refund.

Missed appointments and late cancellations

If you miss your appointment, or cancel within 72 hours of it, you can either:

• receive a refund of the booking cost less a no-show fee ($100 for an initial consultation, $50 for a follow-up); or
• pay the no-show fee and receive a voucher code to rebook.

This fee covers the doctor's time, which was reserved for you and could not be offered to another patient.

New patient form

If you do not complete your new patient form at least 24 hours before your initial consultation, we will either treat it as a missed appointment (no-show fee applies and the appointment is cancelled), or shorten your appointment to 30 minutes so the doctor has enough time to review your form. We will let you know which applies.

Running late

Our doctors will wait 10 minutes and try to reach you during that time. If you have not joined within 10 minutes, this is treated as a missed appointment.

When refunds are not given

We do not refund consultations or prescriptions once the service has been provided. Specifically, no refund is given:

• once the consultation has taken place;
• for prescriptions that have been issued;
• for any personal, medicine or prescription products that have been supplied.

This does not affect your right to a remedy if a service was not provided with reasonable care and skill, as guaranteed by the Consumer Guarantees Act 1993.

Physical products

For physical products such as supplements, equipment and health aids (this does not include medicines or pharmaceuticals), we offer a 14-day change-of-mind return. To be eligible, the item must be unused, with security seals intact, in its original packaging, and returned with proof of purchase within 14 days of delivery. Contact us first to arrange a return — items sent back without arranging a return cannot be accepted.

This 14-day return is in addition to your legal rights. Separately, under the Consumer Guarantees Act 1993 you are entitled to a repair, replacement or refund if a product is faulty, not of acceptable quality, or does not match its description. Change-of-mind returns are a goodwill policy and may not apply to all items.

Faulty or misdescribed goods

If something is wrong with a product, contact us and we will work with you to put it right in line with the Consumer Guarantees Act. We will cover return postage for faulty items.

How to contact us

Contact us through our contact form, or call 07 242 4600.