Blua Online Doctors delivered by Hola Health - Cancellation Policy 

At Blua, we understand that plans can change. Our cancellation policy is designed to provide clarity and fairness while ensuring we can deliver the best care to all our patients.

You can cancel your scheduled appointment at any time prior to the scheduled appointment time by emailing us at reception@blua.com.au

To help us process your cancellation quickly, please include the following in your email:

• Patient’s full name
• Appointment date
• Appointment time
• Use the subject line: “Appointment Cancellation Request”

Important:

• Cancellations made more than 24 hours before your appointment will be entitled to a full refund provided you email us in accordance with the above requirement.
• Cancellations made less than 24 hours before your appointment will incur a cancellation fee equal to the full consultation cost.
• If you do not attend your appointment and haven’t cancelled at least 24 hours in advance, it will be considered a cancelled appointment and will incur a cancellation fee equal to the full consultation cost.
• Refunds will only be processed once we’ve confirmed the cancellation and the relevant terms have been met.
• Cancellation fees have been calculated with reference to the reasonable costs incurred by us as a result of the cancellation.

You may cancel an on-demand consultation any time before clicking the join link to enter the virtual waiting room by emailing reception@blua.com.au

Please include the following details:

• Patient’s full name
• Appointment date
• Appointment time
• Use the subject line: “Appointment Cancellation Request”

Note:

• If you have not clicked the join link to enter the virtual waiting room, and you have emailed us in accordance with the above requirement to cancel your on-demand consultation, you will receive a full refund.
• If the consultation has already started or you have clicked the join link, the booking is considered commenced and cannot be cancelled or refunded (subject to your rights under Australian Consumer Law).
• Refunds will only be issued after confirmation from our team that the cancellation meets all requirements.

We may need to cancel your booking in some circumstances, such as:

• If payment is not received
• If no medical practitioner is available – in which case, you’ll receive a full refund.

If your consultation begins but is ended due to the following reasons:

• Inappropriate or abusive behaviour – no refund will be provided.
• Technical issues with our software or systems, the consultation is deemed unsuitable, or the practitioner advises in-person care – a full refund will be issued.

To dispute a refund decision, please email reception@blua.com.au with your original refund reference and reason for the request. Your case will be reviewed, and you’ll receive a written outcome within 5 business days.

If you have any questions, please don’t hesitate to reach out. We’re here to support you at every step.

Blua support team

Email: reception@blua.com.au | Phone: 1300 258 287