Refund Policy

1. Our promise

No Certificate, no charge.

The fee paid for a Sicknotes request covers the pharmacist consultation and assessment.

If the pharmacist determines that a Certificate should not be issued, the fee will be refunded in full, subject to the terms below.

2. When a refund is available

A full refund is available where:

• The pharmacist completes the assessment and determines that a Certificate should not be issued;
• The pharmacist refers you to another healthcare professional or service instead of issuing a Certificate;
• Sicknotes is unable to complete the Service because of a technical or operational failure attributable to Sicknotes; or
• A refund is otherwise required under the Australian Consumer Law.

3. Customer responsibility

You are responsible for using the Service only for its intended purpose and for providing the information reasonably required to complete the consultation.

A refund may not be available where the Service cannot be completed because you:

• Provide materially false or misleading information;
• Refuse to provide information reasonably required by the pharmacist;
• Are unable to complete the required identity verification;
• Deliberately misuse the Service; or
• Otherwise prevent the pharmacist from completing the consultation.

This does not affect your rights under the Australian Consumer Law.

4. Employer acceptance

A refund is not available solely because an employer or other third party does not accept a Certificate that was properly issued.

Sicknotes cannot control an employer’s internal policies or decisions concerning evidence of personal or carer’s leave.

The Service is intended to provide evidence for employment-related personal or carer’s leave. A Certificate may not be suitable for other purposes, including workers’ compensation, insurance, court, educational or sporting requirements.

You are responsible for checking with your employer, where appropriate, whether a Certificate issued by a pharmacist is acceptable for your circumstances.

5. How refunds are processed

Where a refund is payable, Sicknotes will generally return the amount to the original payment method.

Sicknotes aims to initiate eligible refunds within five Business Days of the relevant decision.

Once initiated, the time taken for the refund to appear in your account depends on your bank or payment provider and is outside Sicknotes’ control.

6. Consumer Law rights

Nothing in this Refund Policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law that cannot lawfully be excluded.

The refund rights described in this policy are additional to any rights you may have under applicable law.

7. Enquiries

If you believe you are entitled to a refund that has not been received, contact Sicknotes through the Contact & Support page.