Refund Policy

Our Commitment

At LensFree Life, we want you to be completely satisfied with your orthokeratology experience. We understand that ortho-k treatment may not be suitable for everyone, and we have designed our refund policy to be fair and transparent.

Initial Consultation & Fitting

30-Day Satisfaction Guarantee

We offer a 30-day satisfaction guarantee from your initial fitting appointment. If ortho-k is not suitable for you or you are not satisfied with the results, you may cancel and receive:

• Full refund of consultation fees (minus Medicare rebates already claimed)
• Partial refund of lens costs if lenses are returned unopened
• No cancellation fees within the 30-day period

Custom-fitted lenses cannot be refunded once opened due to hygiene and customisation.

Subscription Plans

Cancellation After Minimum Term

After completing the 12-month minimum term:

• You may cancel with 30 days written notice
• No cancellation fee applies
• Any unused monthly payments will be refunded pro-rata

Early Termination

If you cancel during the minimum 12-month term:

• Early termination fee: 50% of remaining monthly payments
• Alternatively, you may transfer your subscription to another eligible family member
• Medical exemptions may waive the early termination fee (see below)

Medical Exemptions

We understand that sometimes treatment must be discontinued for medical reasons. Early termination fees may be waived if:

• Your optometrist determines ortho-k is no longer suitable for your eye health
• You develop a condition that contraindicates continued ortho-k wear
• You experience complications that cannot be resolved
• You become pregnant (temporary discontinuation available)

Medical exemptions require documentation from your treating optometrist.

Lens Replacement

Defective Lenses

If you receive defective lenses:

• Full replacement at no cost to you
• No impact on your subscription
• Report defects within 7 days of receiving new lenses

Lost or Damaged Lenses

If lenses are lost or damaged due to accident or improper care:

• Replacement available at 50% of retail price for subscribers
• One emergency replacement per 12-month period included in Complete Care plan

Services & Appointments

Missed Appointments

• More than 24 hours notice: No charge, reschedule available
• Less than 24 hours notice: $50 rescheduling fee
• No show: Full appointment fee charged

Rescheduling

You can reschedule appointments up to 2 times per subscription period without penalty if done with more than 24 hours notice.

Medicare & Health Fund Rebates

When refunds are issued:

• Medicare rebates already claimed cannot be refunded to you
• Private health insurance rebates will be adjusted or recovered
• Net refund amount reflects actual out-of-pocket costs paid

How to Request a Refund

1. Contact us at refunds@lensfreelife.com
2. Provide your subscription ID and reason for refund request
3. Return any applicable items (unopened lenses, etc.)
4. Refund processed within 10 business days of approval

Refund Methods

Refunds are issued via:

• Original payment method (credit card, debit card)
• Bank transfer (if original method unavailable)
• Credit towards future services (optional)

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a refund or remedy if:

• Services are not provided with due care and skill
• Products are not fit for purpose
• Products do not match descriptions provided

Dispute Resolution

If you are not satisfied with our refund decision:

1. Request a review by our management team
2. Escalate to the Health Complaints Commissioner
3. Seek independent legal advice

Contact

For refund enquiries:

Email: refunds@lensfreelife.com

Response time: Within 5 business days