Apex Vitality — Refund & Cancellation Policy
Issued by: Vitalis 3.0 Pty Ltd
ABN: 36 688 866 113
Trading as: Apex Vitality
Effective date: 7 July 2026
1. Overview
This Refund & Cancellation Policy explains how Apex Vitality handles refunds, cancellations, credits, membership changes, pathway suitability decisions, and product returns.
This policy applies to Apex Vitality services, including Vitalmap™, Apex Blueprint™, Strategy Consultation, focused pathways, Apex Continuity, biomarker panels, Performance Tools, digital products, support products, subscriptions, telehealth appointments, and related services.
This policy operates alongside our Terms & Conditions, Telehealth Terms of Service, Clinical Disclaimer, Consent / Patient Information, Privacy Policy, and any service-specific terms disclosed at the time of purchase.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
2. Australian Consumer Law
Your rights under Australian Consumer Law apply to eligible products and services purchased from Apex Vitality.
If a product or service fails to meet a consumer guarantee, you may be entitled to a remedy, which may include a refund, replacement, repair, service cancellation, resupply of services, or compensation where applicable.
Change-of-mind refunds are not automatically available unless expressly stated at the time of purchase.
3. Appointments and telehealth consultations
3.1 Cancellations and rescheduling
Appointments may be cancelled or rescheduled up to 24 hours before the scheduled appointment time without charge.
Cancellations made within 24 hours of the scheduled appointment time, late attendance, or failure to attend may result in the full consultation fee being charged.
3.2 Delivered appointments
Fees for consultations or appointments already delivered are generally non-refundable, except where required by law.
This includes Strategy Consultations, telehealth consultations, review appointments, pathway reviews, coaching sessions, and other scheduled clinical or advisory sessions.
4. Strategy Consultation and Apex Credit
The Apex Strategy Consultation is a paid consultation designed to help determine the most appropriate starting point within the Apex system.
Unless otherwise required by law, completed Strategy Consultations are non-refundable once delivered.
Where disclosed at purchase, the Strategy Consultation fee may become Apex Credit and may be applied toward eligible Apex services or approved Performance Tools, subject to suitability, availability, expiry, and program terms.
Apex Credit is not redeemable for cash unless required by law.
If you choose not to progress after a Strategy Consultation, eligible Apex Credit may be used toward approved basic Performance Tools or other eligible Apex services, subject to program terms.
5. Vitalmap™
Vitalmap™ is the diagnostic foundation of the Apex system.
Once Vitalmap™ has commenced, including onboarding, clinical review, pathology coordination, diagnostic administration, interpretation, or delivery of findings, fees already applied to work performed are generally non-refundable, except where required by law.
If you progress into an eligible Apex focused pathway or Blueprint™, your Vitalmap™ investment may be credited toward the total first 3-month engagement, subject to suitability, program terms, and the specific terms disclosed at purchase.
Vitalmap™ does not guarantee pathway activation, Blueprint™ progression, prescribing, advanced options, treatment access, or eligibility.
6. Focused pathways
Focused pathways begin with Vitalmap™ and activate only where findings, suitability, and review support progression.
If you purchase a focused pathway and the pathway is not suitable after Vitalmap™ review:
Once a pathway component has commenced, including pathway support, clinical review, portal access, materials, care coordination, or other service delivery, that component is generally non-refundable except where required by law.
Pathway eligibility, access to advanced options, prescribing, medicines, Performance Tools, and specific outcomes are not guaranteed.
7. Apex Blueprint™
Apex Blueprint™ includes the Vitalmap™ foundation and extends it into interpretation, strategic synthesis, priority mapping, sequencing, and roadmap design.
Once Blueprint™ has commenced, fees already applied to onboarding, diagnostic coordination, review, interpretation, strategic synthesis, roadmap development, portal access, or other service delivery are generally non-refundable, except where required by law.
If Blueprint™ has not commenced, refund eligibility may be assessed on a case-by-case basis, taking into account any work already performed, administrative costs, payment processing costs, scheduling, third-party costs, and program terms.
8. Biomarker panels and pathology products
Apex biomarker panels are private pathology and data products.
Once a biomarker panel has commenced, including pathology request generation, collection coordination, laboratory processing, result review, or preparation of an Apex Biomarker Summary, fees are generally non-refundable except where required by law.
If pathology collection has not yet occurred, refund eligibility may be assessed on a case-by-case basis.
Third-party pathology, laboratory, collection, or administration costs may be non-refundable once incurred.
Biomarker panels do not diagnose medical conditions, provide treatment advice, change medications, or confirm eligibility for Apex pathways.
9. Digital products, reports, portal access, and online materials
Digital content, reports, summaries, pathway materials, online resources, education, portal access, and downloadable materials are generally non-refundable once access has been granted or the content has been delivered, except where required by law.
This includes Apex Biomarker Summaries, pathway materials, Blueprint™ materials, digital reports, education content, client portal access, and other online resources.
10. Apex Continuity, memberships, and subscriptions
10.1 Apex Continuity
Apex Continuity is a membership program designed to maintain review rhythm, ongoing visibility, and access to selected member benefits.
Apex Continuity does not guarantee treatment, prescribing, advanced options, pathway access, Performance Tool access, or eligibility.
10.2 Subscription billing
Where you purchase a subscription, you authorise recurring billing according to the price, billing frequency, and terms disclosed at purchase.
You are responsible for maintaining valid payment details.
If payment fails, access may be suspended, restricted, or cancelled.
10.3 Cancellation
You may cancel future subscription renewals according to the cancellation process disclosed at purchase or available through your account.
Unless otherwise required by law, cancellation applies to future billing periods and does not automatically refund fees already paid for the current billing period.
10.4 Incorrect billing
If you believe you have been charged incorrectly after cancellation or due to a billing error, contact Apex Vitality Support as soon as possible so the issue can be reviewed.
11. Performance Tools, supplements, and physical products
Physical products, supplements, tracking tools, skincare, nutrition products, and other support products are handled according to Australian Consumer Law and the specific terms disclosed at purchase.
If you receive a faulty, defective, damaged, unsafe, or incorrect product, you may be entitled to a refund, replacement, repair, or other remedy under Australian Consumer Law.
Change-of-mind refunds are not available unless expressly stated at purchase.
Products must be used as directed. You should seek advice from your GP, pharmacist, clinician, specialist, or other appropriate healthcare professional before starting new supplements, devices, or health products, especially if you have medical conditions, take medications, are pregnant, are trying to conceive, or have allergies or sensitivities.
For hygiene, safety, regulatory, or quality reasons, some opened, used, perishable, personalised, or clinically supplied products may not be eligible for return unless required by law.
12. Advanced, personalised, or clinically guided products
Some Performance Tools, therapeutic products, compounded products, prescription-related products, personalised tools, or advanced options may require assessment, review, suitability confirmation, and professional judgement before access.
Purchasing, viewing, or being interested in these products does not guarantee eligibility.
If an advanced or clinically guided product is not supplied because it is unsuitable, unavailable, restricted, or not clinically appropriate, any eligible balance will be handled according to the product terms, program terms, and applicable law.
13. Change-of-mind purchases
Unless expressly stated at purchase, Apex Vitality does not offer refunds for change of mind, including where:
This does not affect any rights you may have under Australian Consumer Law.
14. Delays, third-party providers, and unavailable services
Apex services may depend on third-party providers, including pathology providers, laboratories, payment providers, telehealth platforms, fulfilment providers, couriers, clinicians, and practitioner partners.
Delays may occur due to pathology collection availability, laboratory processing, provider availability, incomplete information, missed appointments, payment issues, operational factors, or circumstances outside our control.
If a service or product becomes unavailable, unsuitable, restricted, or unable to be delivered, Apex may offer an alternative, reschedule, provide Apex Credit, or provide a refund where appropriate and in accordance with applicable law.
15. How to request a refund, cancellation, or credit review
To request a cancellation, refund review, or Apex Credit review, contact:
Apex Vitality Support
Email: support@apexvitality.com.au
Please include:
We may request further information before assessing your request.
Refunds, where approved, will usually be returned to the original payment method unless otherwise agreed or required.
16. Processing times
Approved refunds may take several business days to process, depending on payment provider, bank, Shopify, or third-party processing timeframes.
Apex Credit, where approved, may be applied to your account or issued according to program terms.
17. Contact
For questions about this policy, contact:
Vitalis 3.0 Pty Ltd
Trading as Apex Vitality
Level 35, 477 Collins Street
Melbourne VIC 3000
Australia
Email: support@apexvitality.com.au
