Solas

Cancellation Policy

Cancelling Your Membership

You can ask to cancel your 4-weekly membership at any time by contacting us through our Contact page. We will confirm your cancellation and the date it takes effect.

Upcoming Recurring Payments

Memberships are billed every 4 weeks, not per calendar month — that is 13 billing cycles a year. Specific notice periods and payment dates are confirmed with you in writing before you start.

Once your cancellation takes effect, no further recurring payments will be collected. Whether a payment that is already scheduled or processed will be collected, credited or refunded depends on the notice and billing terms confirmed before enrolment, and on whether the services for that 4-week cycle have been provided.

Rescheduling Appointments

If you can't make an appointment, please let us know as early as possible so we can offer you another time.

Missed Appointments

If an appointment is missed without notice, we will contact you to arrange another time where possible. Any effect on that cycle's services will be explained in the terms confirmed before enrolment.

If Treatment Is Not Medically Suitable

Your doctor may decide that the program, online care or a particular treatment is unsuitable, explain why and suggest other options. The initial assessment is free: no payment before suitability and your consent to enrol.

If suitability changes later, we will discuss whether continuing is appropriate and how upcoming payments will be handled.

Refunds

Fees pay for care and support, not for a prescription or a particular result. Where you have paid for a service that we have not provided, or that we cancel, we will offer a refund or credit for that service. Pathology and investigation costs are paid to third parties. How refunds apply to any prescribed treatment already dispensed will be confirmed in the terms before enrolment.

Unsuccessful Payments

If a membership payment is unsuccessful, we will let you know and give you a secure way to update your details or pay. While a payment is unpaid, routine future appointments may need to be rescheduled, but any necessary clinical care will be considered individually. If you are experiencing financial hardship, please contact us so we can discuss options. Nothing here limits your rights under the Australian Consumer Law.

Cancellations by Solas

If we need to cancel or reschedule an appointment, we will contact you as soon as possible to arrange another time. If we are unable to continue providing the program, we will tell you and refund or credit services you have paid for but not received.

Your Consumer Rights

Treatment is only provided where your doctor considers it clinically appropriate — you may not be eligible for treatment. The initial medical suitability assessment is free, and no payment is taken until your doctor confirms you are suitable and you consent to enrol. Fees pay for care and support, not a guaranteed prescription or outcome. If we cancel or can't provide a service you have paid for, we will discuss a refund or credit. Nothing here limits your rights under the Australian Consumer Law.