Client Story: This Rehab Was Different

VicRoads Behaviour Change Program
Refund Policy

Cancellation and Refund Policy

Arrow Health has a strict policy for cancellations and refunds. There is a high demand for these programs which means that if you book in and don’t attend, that is a place that someone else could have taken but missed out. Therefore, to receive a full refund, you must give us a minimum of 5 business days’ notice before the commencement of your first session if you are not attending the booked course. If you do not give 5 business days’ notice of your non-attendance you will not be eligible for a refund.

Non-refundable fees which apply to all program cancellations:

$50 administration fee

$67 VicRoads Recovery Fee

$25.00 fee (Copy of Certificate of Completion)

If you breach the client’s rights and responsibilities policy and Arrow Health cancels your attendance, you will be ineligible for a refund and ineligible to transfer to another Behaviour Change Program provided by Arrow Health.

If you miss any of the course dates or are late to any of the sessions, you will not be granted entry to the course and will be ineligible for a refund. Please refer to our transfer policy. In the event that you are unwell, and do not attend the program, you will be required to present a medical certificate within 5 business days of the program commencement date, to be eligible to transfer to another program in line with our Transfer Policy.

If you wish to transfer to another program, please refer to the Transfer Policy below.

Transfer Policy

Upon payment of your program, you have reserved your spot for the specified date. You are required to attend the dates booked. Should you wish to transfer to another date, you must notify Arrow Health at least 5 business days’ prior to the first session. A transfer to another date will only be allowed if there are vacancies, and you provide us with sufficient notice. Transfers requested with less than 5 business days’ notice may result in you forfeiting your fees paid unless you can demonstrate a satisfactory reason for being unable to attend and provide documentation and evidence of this, such as a medical certificate.

If you attend the first session, and then are unable to attend the subsequent session(s), with documented evidence such as a medical certificate, you may be able to transfer to another session. This will incur a $100 transfer fee. Transfers with less than 5 business days’ notice and or no medical or documented evidence will require a new spot to be secured and will incur the full cost. In the event that you do not provide Arrow Health with sufficient notice as specified above, with no documentation, you will forfeit all fees paid and will be required to rebook and pay at full cost.