How cancellations and refunds work, in plain English.
We try to keep this simple. Below is what happens when you, or we, need to cancel — and what's refundable and what isn't.
At a glance
- Patient cancellations and no-shows are non-refundable. Rescheduling may be possible — ask us.
- If we cancel on you, you choose: full refund or a free reschedule.
- Medication and lab tests are billed by the pharmacy and lab — Enhanced Men doesn't refund those.
- Subscriptions (when they go live): cancel anytime, no future billing, no pro-rata for the current cycle.
- Nothing here limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Consultations
Consult fees are charged at the time of booking through Stripe.
Patient-initiated cancellations and no-shows
Consultation fees are non-refundable. Once you've booked and paid, the fee is not refunded if you cancel or fail to attend.
You may be able to reschedule at the clinic's discretion — there's no guarantee, but the earlier you ask the more likely we can make it work. Email info@enhancedmen.co.nz as far in advance as possible, with your booking date and the name on the booking.
We hold this line because a missed slot usually means another patient who could have used it didn't. If something exceptional has happened (a medical emergency, a bereavement, a sudden serious illness), email us — we read every message and we'll do the right thing.
When we cancel on you
If Enhanced Men cancels or needs to reschedule your appointment for any reason — clinician illness, a technical failure, or a clinical decision that telehealth isn't the right setting — you choose:
- a full refund, processed back to your original card via Stripe, or
- a rescheduled consultation at no additional cost.
Medication and lab tests
Prescriptions are dispensed by a New Zealand pharmacy. Blood tests are processed by an external pathology provider. Both bill you directly, separately from the Enhanced Men consult fee.
Enhanced Men does not refund medication or lab costs. If the pharmacy or lab has charged you for something, refunds for those charges are handled by them, not by us.
If there's an issue with the medication itself (a dispensing error, a quality concern, a sealed-package problem), raise it with the pharmacy first. If it relates to the prescribing decision, email info@enhancedmen.co.nz and we'll look into it.
Subscriptions and repeat scripts
If we offer subscription products in future (for example, a quarterly TRT review with auto-renewing labs), this is how it will work:
- You can cancel anytime from your account or by emailing us.
- You won't be billed for the next cycle once we've received your cancellation.
- We don't pro-rata refund the current cycle — once the cycle's service has begun, it's been delivered.
Disputes and chargebacks
If something has gone wrong with a payment, please talk to us first — info@enhancedmen.co.nz. We can usually resolve a fee question within a couple of working days.
Filing a chargeback through your bank without contacting us bypasses the doctor–patient relationship, can disrupt pharmacy and Pharmac records, and may result in us closing your file. We'd much rather sort it directly.
Your statutory rights
Nothing in this policy limits or excludes any rights or remedies you have under New Zealand consumer law.
- Under the Consumer Guarantees Act 1993, we must provide our services with reasonable care and skill, fit for the purpose you told us about, and within a reasonable time. If we don't provide the consultation, or don't provide it with reasonable care and skill, statutory remedies apply — including a fix, re-performance, or a refund — and those remedies exist whether or not this policy mentions them.
- Under the Fair Trading Act 1986, we cannot mislead you about our services, our pricing, or what's included. If we have, you have remedies under that Act as well.
- Nothing here affects your rights under the Code of Health and Disability Services Consumers' Rights, administered by the Health and Disability Commissioner (hdc.org.nz, 0800 11 22 33).
This policy operates alongside those statutory rights, not instead of them.
How to request a clinic-side refund or raise a concern
- Email info@enhancedmen.co.nz with the booking date, the name on the booking, and a one-line note of what happened.
- We aim to respond within 2 working days.
- Where a refund is approved (clinic-side cancellation, or a statutory remedy under the CGA), it's returned to the original card via Stripe and typically takes 3–10 business days to land back in your account, depending on your bank.
- We don't charge a refund-processing fee.
Contact
Enhanced Men
- Email: info@enhancedmen.co.nz
- Address: Mount Eden, Auckland, New Zealand