Returns, Refunds & Cancellations Policy

Effective Date: 6 August 2019
Last Updated: 10 August 2025

This policy outlines the conditions under which refunds and cancellations apply to purchases made through Mineral Balancing Clinic, operated by John and Erin Bumpus. These terms are subject to change at any time without notice. By continuing to use our services, you agree to be bound by the most current version.

Note for International Clients

Our business is based in Australia and complies with the Australian Consumer Law (ACL). Clients outside Australia are welcome to access our services, but local consumer protection laws may not apply. All purchases are subject to our published policies, and we aim to handle all requests fairly and transparently regardless of location.
We are committed to complying with the ACL to ensure your rights are protected.

Note for Purchases Made Before 10 August 2025

If you purchased a service or program before this date, your consumer rights are still protected under the ACL. While the specific terms outlined in this policy may not have been in place at the time of your original purchase, we are committed to reviewing all requests fairly and in accordance with ACL obligations.

1. Your Rights Under Australian Consumer Law

Under the ACL, you are entitled to a remedy if goods or services fail to meet consumer guarantees.

Under Australian Consumer Law, services must be:

  • Delivered with due care and skill

  • Fit for the intended purpose

  • Provided within a reasonable timeframe

If a service fails to meet these guarantees, the issue may be considered a minor or major failure.

Minor Failures
Minor issues can be corrected within a reasonable time and do not significantly impact the overall service. Examples:

  • Brief delays in receiving HTMA results

  • Minor errors in a supplement plan or document

  • Technical issues with Zoom or scheduling

We will correct these at no cost to you.

Major Failures
A major failure is more serious. It refers to a problem that:

  • Would have stopped a reasonable person from purchasing the service if known in advance

  • Cannot be resolved within a reasonable time

  • Makes the service unfit for its intended purpose

Examples:

  • HTMA sample processed with the wrong details

  • Significant breach of confidentiality

  • Complete failure to deliver a paid-for service

If this occurs, your rights under the ACL may entitle you to a refund or cancellation.

2. Refund Eligibility

a. Hair Tissue Mineral Analysis (HTMA)

  • Before Sample Submission: You may cancel and receive a full refund if your sample has not been posted.

  • After Sample Submission: Refunds are not available once your sample has been received and processing has begun, unless a major failure is identified under ACL.

  • Insufficient or Lost Samples:

    • Lab requires a minimum of 125mg of hair.

    • If a sample is insufficient or lost in transit, and a second sample is not submitted, a partial refund (minus admin and processing fees) may be requested within 12 months of purchase.

    • A sample is deemed "lost" if not received by the lab within 5 weeks.

  • Upgrades/Downgrades:

    • Upgrades to Profile 2 may be made at any time (additional fee applies).

    • Downgrades are not available; no partial refunds apply after receiving Profile 2.

b. Mineral Balancing Programs & Consultations

  • Unused Services: Full refund available within 12 months of purchase, minus admin fees.

  • Partially Used Services: Refunds may be issued pro-rata based on services delivered (e.g., consultation time, test ordering, document review). Used time is non-refundable.

  • Delayed Completion: If you do not complete a program within 12 months, unused portions expire and no refund applies.

  • Fully Used Services: Refunds are not available once all inclusions have been accessed, unless required under ACL.

c. Affiliate & Third-Party Products

Products sold and fulfilled by external companies (e.g., Clearlight Saunas, Youngevity) follow the seller’s own refund policy. We no longer sell supplements directly.

3. Non-Refundable Admin Fees

All approved refunds are subject to:

  • AU$80 administration fee

  • Bank deposits are only subject to the admin fee.

  • Payment processing fees:

    • PayPal (typically 4%)

    • Stripe (typically 2.9% + 30¢ AUD per transaction)

4. Rescheduling & Cancellation – All Consultations

  • Up to 48 Hours Before: Cancel or reschedule without penalty.

  • Less Than 48 Hours Before:

    • Pathway Planning Sessions (PPS): Full AU$100 (individual) / AU$150 (family) fee forfeited. Refunds are only processed manually if the fee is waived.

    • Consultations for Active Clients: AU$80 late cancellation fee applies, invoiced separately.

  • No-Shows: Failure to attend without cancelling will be charged the same fees as above.

  • Rebooking Does Not Remove Fees: Booking another consultation in the future does not waive the late cancellation or no-show fee for the original booking.

  • Fee Waivers & Consumer Rights:

    • In accordance with the Australian Consumer Law, you may be entitled to a refund or waiver if we are unable to provide the service as booked, or if you are prevented from attending due to circumstances outside your reasonable control.

    • Examples include:

      • Serious illness or hospitalisation

      • Household crises such as fire, flood, or power outage

      • Bereavement

      • Natural disasters

      • Technology failures such as internet or Zoom outages affecting either party

4A. Cancellation for Missing Required Forms – Active Clients

For some consultations (such as retests), active clients must complete a required form before the appointment. If the form is not submitted at least 24 hours before the scheduled start time, the consultation will be cancelled.

  • This is considered a late cancellation under section 4.

  • The AU$80 late cancellation fee will be applied, unless waived under the Fee Waivers & Consumer Rights provisions above.

  • The appointment may be rescheduled once the form has been completed, subject to availability.

4B. Cancellation for Unsafe or Inappropriate Environment

To ensure John can provide the best possible service, consultations must take place in a quiet, private, and stationary environment with a stable internet connection. While John understands that some clients may only be able to take their call from a location such as a parked car, the session cannot proceed if you are driving, in a moving vehicle, or in any situation that could compromise safety, privacy, or concentration.

For All Consultations (except PPS):
If the session cannot proceed for these reasons, it will be cancelled and treated as a late cancellation under Section 4. The AU$80 late cancellation fee will be applied unless waived under the Fee Waivers & Consumer Rights provisions above. The appointment may be rescheduled once an appropriate environment is confirmed, subject to availability.

For Pathway Planning Sessions (PPS):
If the session cannot proceed for these reasons, it will be cancelled and the full PPS fee forfeited. The appointment may only be rebooked by paying a new PPS fee and is subject to future intake availability.

5. Expiry of Services

All services must be used within 12 months of the original purchase date unless required otherwise under ACL.

  • Unused services after this period are not refundable.

  • Existing credit issued before 10 August 2025 will be handled on a case-by-case basis; clients with outstanding credit may contact us to discuss options.

6. Requesting a Refund or Cancellation

To request:

  • Contact us with your name, order number, and reason.

  • Include any relevant details.
    We will review your request under ACL and respond within a reasonable timeframe.

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

7. Refund Processing

Refunds will be processed to the original payment method within 5 business days of approval. Bank or platform delays may affect final receipt time.

8. Contact

Please contact us using the form below: