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OURA Health Care Pty Ltd trading as Medicosmetics Clinic
ABN 72 694 897 151
Effective Date: 11 October 2026
Last Reviewed: 11 October 2026
1. Purpose
Medicosmetics Clinic is committed to providing professional clinical services with appropriate care, skill and attention to patient safety.
This Policy establishes the conditions applicable to refunds, cancellations, prepaid treatments, prescription-only medicines, treatment reviews and patient complaints.
This Policy operates subject to the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, and all other applicable legislation.
2. Australian Consumer Law
Our services and products come with consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
These guarantees include requirements that services be provided with due care and skill and that goods meet applicable statutory standards.
Where a statutory consumer guarantee is not met, patients may be entitled to a remedy, which may include rectification, repeat performance, compensation or a refund, depending on the circumstances and applicable law.
Nothing in this Policy excludes, restricts or modifies any statutory consumer right or remedy.
3. Change-of-Mind Refunds
Medicosmetics Clinic does not provide refunds for change of mind in relation to clinical services already provided.
This includes circumstances where a patient:
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Changes their aesthetic preferences after treatment.
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Decides they no longer wish to maintain a treatment result.
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Experiences a result that differs from their personal preference without an established failure of the service.
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Elects not to proceed with future maintenance treatments.
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Changes their mind after a procedure has been completed.
This provision does not affect rights arising from a breach of an applicable consumer guarantee or other legal obligation.
4. Schedule 4 Prescription-Only Medicines
Certain clinical services involve Schedule 4 prescription-only medicines.
These medicines are subject to strict legal and professional requirements relating to prescribing, supply, storage, administration, documentation and patient safety.
Once a treatment involving a Schedule 4 medicine has been lawfully administered, Medicosmetics Clinic does not provide a change-of-mind refund for that completed treatment.
A patient is not entitled to a refund solely because:
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The patient subsequently changes their preference.
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The patient requests a different aesthetic result.
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The medicine produces a variable but clinically recognised response.
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The patient elects not to undertake recommended maintenance treatment.
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The patient requests an additional procedure that was not included in the original treatment agreement.
These provisions do not exclude statutory remedies where the medicine or service fails to meet an applicable legal guarantee.
5. Prescription Medicines and Products Already Supplied
Prescription-only medicines and other regulated therapeutic products that have been supplied or administered cannot ordinarily be returned to general clinical stock for reuse or resale.
For safety, integrity and regulatory reasons, the Clinic will not accept change-of-mind returns of medicines that cannot lawfully or safely be reissued.
This restriction does not prevent a patient from exercising statutory rights in relation to defective goods, incorrect supply, unlawful supply or another legally recognised failure.
6. Clinical Outcomes and Individual Variation
Patients acknowledge that biological and aesthetic responses vary.
Treatment results may depend on individual anatomy, tissue characteristics, skin condition, metabolism, medical history, treatment technique and other clinical factors.
No particular aesthetic result is guaranteed unless expressly represented as guaranteed.
The absence of a preferred cosmetic result does not automatically establish that a service was performed improperly.
However, where a service fails to meet an applicable consumer guarantee, the patient's statutory rights remain unaffected.
7. Treatment Reviews
Patients with concerns regarding treatment outcomes are encouraged to contact the Clinic promptly.
The Clinic may recommend a clinical review to assess:
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The treatment provided.
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Expected treatment progression.
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Healing and biological response.
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Potential complications or adverse reactions.
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Whether further clinical management is appropriate.
A clinical review does not constitute an admission of liability.
Additional treatment may incur fees where it is elective and is not required as a statutory remedy.
Where corrective treatment or another remedy is legally required, the Clinic will comply with its obligations.
8. Deposits and Advance Payments
A deposit may be required to secure an appointment or treatment allocation.
The amount and applicable conditions will be disclosed before payment is accepted.
Deposits may be applied towards the cost of the agreed service.
Any retention of a deposit following cancellation must be consistent with the disclosed booking agreement, reasonable in the circumstances and permitted by law.
The Clinic will not retain a deposit where doing so would contravene the Australian Consumer Law.
9. Patient-Initiated Cancellations
Patients are requested to provide advance notice if they cannot attend an appointment.
Any applicable cancellation period and fee will be communicated at the time of booking.
Where a patient cancels within the disclosed cancellation period, a reasonable cancellation charge may apply, provided the charge is legally enforceable.
The Clinic may consider exceptional circumstances on an individual basis.
10. Non-Attendance
Failure to attend a confirmed appointment without notification may result in a reasonable non-attendance fee where such a fee was clearly disclosed and agreed before booking.
Repeated non-attendance may result in the Clinic requiring advance payment or declining future elective bookings, subject to applicable law.
11. Cancellation by the Clinic
The Clinic may need to cancel or reschedule appointments due to illness, practitioner unavailability, clinical emergencies, equipment issues or other unforeseen circumstances.
Where the Clinic is unable to provide a prepaid service, the patient may elect an agreed alternative appointment or receive an appropriate refund for the unprovided service, subject to applicable law.
Patients are not required to accept a credit note in place of a refund where a refund is legally required.
12. Prepaid Treatment Packages
Where prepaid packages are offered, the applicable inclusions, validity period, cancellation conditions and any relevant restrictions will be disclosed before purchase.
Completed services will be accounted for in accordance with the package agreement and applicable law.
Requests to cancel unused portions of a package will be assessed against the agreed terms, the circumstances of cancellation and statutory consumer rights.
Any applicable gift card or voucher conditions will comply with relevant Australian law.
13. Medical Contraindications
A treatment may be declined or postponed where the treating practitioner identifies a clinical contraindication or determines that treatment would be unsafe.
Where a prepaid treatment cannot proceed, the Clinic will assess whether an alternative service, rescheduling or refund is appropriate.
Amounts paid for services not supplied will be handled in accordance with applicable consumer law and the circumstances of the cancellation.
14. Adverse Reactions and Complications
Clinical procedures may carry recognised risks, including adverse reactions and complications that can arise despite appropriate care.
The occurrence of a complication does not automatically establish negligence, breach of contract or a failure to meet consumer guarantees.
However, the Clinic will not refuse a legally required remedy merely because a complication is described as a recognised treatment risk.
Patients experiencing unexpected symptoms should contact the Clinic promptly. Serious or urgent symptoms require immediate medical assessment through an appropriate emergency service.
15. Refund Assessment Procedure
Refund requests should be submitted in writing to admin@medicosmetics.com.au.
Requests should include:
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Patient name and contact details.
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Date and type of service.
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Description of the concern.
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Relevant supporting information, where available.
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The remedy being requested.
The Clinic may review clinical documentation, treatment consent, practitioner notes and other relevant records.
Where appropriate, a clinical review may be offered. A patient will not be required to accept an unnecessary or unsafe procedure as a condition of exercising statutory rights.
The Clinic will assess requests fairly and respond within a reasonable timeframe.
16. Approved Refunds
Where a refund is approved or legally required, it will ordinarily be processed using the original payment method where practicable.
The Clinic will not impose an administrative deduction that unlawfully reduces a statutory refund entitlement.
Processing time may depend on the relevant payment provider.
17. Chargebacks and Payment Disputes
Patients are encouraged to contact the Clinic regarding billing concerns so that the matter can be investigated.
Nothing in this Policy prevents a patient from exercising lawful payment dispute, chargeback or consumer protection rights.
18. Regulatory and Legal Rights
Patients retain the right to raise concerns with relevant healthcare regulators, consumer protection bodies or other lawful authorities.
Nothing in this Policy prevents a patient from seeking independent legal or medical advice.
19. Policy Amendments
This Policy may be updated periodically to reflect changes in legislation, clinical practices or business operations.
The version applicable to a particular booking or purchase will be determined in accordance with the relevant agreement and applicable law.
OURA Health Care Pty Ltd trading as Medicosmetics Clinic
ABN 72 694 897 151
Level 1, 409 Magill Road
St Morris SA 5068
Email: admin@medicosmetics.com.au
Phone: 0403 084 050