Refund Policy

Assessment deposits and payments

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• Where a deposit has been paid to secure an assessment, this deposit is non-refundable if the appointment is cancelled or rescheduled within 24 hours of the scheduled appointment, or in the event of non-attendance.

• Where an assessment has commenced (for example, intake, interview, testing, scoring, or report preparation has begun), fees paid are non-refundable, as professional time and resources have been utilised.

• Not receiving a diagnosis, or receiving a different outcome to that expected, is not grounds for requesting a refund. The fee relates to the professional assessment process undertaken, not to a particular diagnostic outcome.

 

When a refund may be considered

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A partial or full refund may be considered at our discretion in the following circumstances:

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• We cancel or are unable to provide the agreed service, and an alternative appointment cannot be arranged within a reasonable timeframe.

• A significant administrative error has been made by NeuroClarity Sydney.

• Exceptional circumstances apply (for example, serious medical emergency), provided reasonable evidence is supplied.

 

How to request a refund

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Refund requests must be made in writing to:

info@neuroclarity.com.au

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Your request should include:

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• Your name

• Appointment date(s)

• Reason for the refund request

• Any relevant documentation

 

We will review your request and respond within a reasonable timeframe.

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Australian Consumer Law

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Nothing in this policy excludes your rights under the Australian Consumer Law, including your rights where services are not provided with due care and skill, or are not fit for purpose.