Returns, Refunds & Cancellations Policy
Effective Date: 6 August 2019
Last Updated: 5 Mar 2026
This policy outlines the conditions under which refunds and cancellations apply to purchases made through Mineral Balancing Clinic, operated by John and Erin Bumpus.
Note for International Clients
Our business operates under Australian Consumer Law (ACL). Clients outside Australia may access our services, but local consumer laws may not apply. All purchases remain subject to our published policies. We aim to handle all requests fairly and transparently regardless of location.
Note for Purchases Made Before 10 August 2025
If you purchased services before this date, your rights remain protected under ACL. Where policy wording has changed, requests will still be reviewed fairly in accordance with ACL obligations.
1. Your Rights Under Australian Consumer Law
Under ACL, 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 classified as either a minor failure or a major failure.
Minor Failures
These are issues that can be corrected within a reasonable timeframe and do not significantly affect the overall service.
Examples include:
brief delays receiving HTMA results once the sample has reached us
minor document or supplement‑plan errors
temporary Zoom or scheduling issues
These will be corrected at no cost to the client.
Major Failures
A major failure occurs when:
a reasonable person would not have purchased the service if the issue were known
the problem cannot be resolved within a reasonable timeframe
the service becomes unfit for its intended purpose
Examples include:
HTMA samples processed with incorrect client details
significant breach of confidentiality
complete failure to deliver a purchased service
In these cases, remedies available under ACL may include cancellation or refund.
2. Refund Eligibility
2a. Hair Tissue Mineral Analysis (HTMA)
Before Sample Submission
Full refund available if the sample has not yet been posted.
After Sample Submission
Refunds are not available once the sample has been received and processing has begun, unless a major ACL failure is identified.
Insufficient or Lost Samples
Labs require 125 mg 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 costs) may be requested within 12 months of purchase.
If processing time for a submitted sample exceeds 5 weeks, the sample may be considered lost, and a refund may be requested.
A sample is also considered lost if the lab has not received it within 5 weeks of postage.
Upgrades / Downgrades
Upgrades to Profile 2 are allowed (additional fee applies).
Downgrades are not available once Profile 2 is issued.
2b. Mineral Balancing Programs & Consultations
Initial Consultation (90 minutes)
The Initial Consultation is a 90‑minute professional service (30 minutes orientation + 60 minutes health history).
HTMA interpretation is not included and testing is not ordered before this consultation.
Rules:
Consultation must occur within 90 days of purchase.
Standard 48‑hour cancellation policy applies once booked.
Booking availability is usually released up to 4 weeks ahead.
If unused:
If the Initial Consultation is not booked and attended within 90 days of purchase, the purchase expires. This means the consultation place is forfeited and the payment is not refundable.
Refunds:
Change‑of‑mind refunds may be requested before the consultation occurs and within 90 days of purchase.
Administration and payment‑processing fees apply.
The Initial Consultation is not covered by the 12‑month unused services rule.
Mineral Balancing Programs
Unused Services
Full refund available within 12 months of purchase, minus admin fees.
Partially Used Services
Mineral Balancing Programs are delivered as a complete service that includes consultation time, written program plans, and adjustment support between appointments.
For refund purposes:
Consultation time already delivered is non‑refundable.
If a written supplement plan and adjustment support have not yet been delivered, that portion of the program may be credited.
Adjustment support cannot be refunded on its own once a supplement plan has been issued, even if a client chooses not to use it.
Delayed Completion
If a program is not completed within 12 months, unused services expire.
Fully Used Services
Refunds are not available once all services are used, unless required under ACL.
2c. Affiliate & Third‑Party Products
Products fulfilled by external companies (for example Endomet or Youngevity) follow the seller’s own refund policies. Mineral Balancing Clinic does not control these processes.
3. Non‑Refundable Administration Fees
Approved refunds are subject to:
AU$80 administration fee
payment‑processing fees (Squarespace, Stripe, PayPal etc.)
Processing fees vary by payment method and may total approximately 3–6% + $0.30 AUD per transaction.
Bank deposits are subject only to the administration fee.
4. Rescheduling & Cancellation – Consultations
More than 48 hours before appointment
consultations may be cancelled or rescheduled without penalty
Less than 48 hours before appointment
AU$80 late cancellation fee applies for active clients
No‑Shows
failing to attend without cancelling will incur the same AU$80 fee
Rebooking another appointment does not remove the original cancellation fee.
Fee Waivers & Consumer Rights
Under ACL, fees may be waived if circumstances outside your reasonable control prevent attendance.
Examples include:
serious illness or hospitalisation
fire, flood or major household disruption
bereavement
natural disasters
major technology outages affecting either party
4A. Missing Required Forms
All consultations require a pre‑consultation form.
If the form is not submitted 24 hours before the appointment, the consultation will be cancelled and treated as a late cancellation.
The AU$80 fee applies unless waived under ACL provisions.
4B. Unsafe or Inappropriate Consultation Environment
Consultations must take place in a quiet, private, stationary environment with stable internet.
Sessions cannot proceed if the client is:
driving
in a moving vehicle
in an environment unsuitable for safe consultation
If this occurs:
the appointment will be cancelled
the AU$80 late cancellation fee applies unless waived under ACL
5. Expiry of Services
Services must be used within 12 months of purchase, unless otherwise required by ACL.
Unused services after this period expire and are not refundable.
Credit issued before 10 August 2025 will be reviewed case‑by‑case.
6. Requesting a Refund or Cancellation
To request a refund:
Contact the clinic
Provide your name, order number, and reason
Include any relevant information
Requests will be reviewed under ACL requirements.
7. Refund Processing
Approved refunds will be processed to the original payment method within 5 business days.
Bank or platform processing times may affect the final receipt date.
8. Contact
Please contact us using the form below: