Q: How do I use the live chat?
A: As per the video below!
Q: What payment methods do you accept?
A: We accept credit/debit cards. (Visa/Mastercard/American Express)
Let us know if you need help with payment via the live chat.
Q: What is your refund policy if I decide to cancel my program?
A: Refunds are available based on the terms outlined in your agreement. Please contact us with your cancellation request for further assistance.
Q: Is there a 30-Day Money-Back Guarantee if I don't lose any weight?
A: Yes! There is a 30-Day Money-Back Guarantee for First Subscription:
First-time subscribers are eligible for a 30-Day Money-Back Guarantee if they do not experience any weight loss during the first 25 days of their program.
Q: I was charged the wrong amount. What should I do?
A: We apologize for the inconvenience! Please provide the details of the charge, and we’ll investigate and resolve the issue promptly. you can let us know through your "Patient Portal" via the "Live Chat" function.
Q: When will payments come out of my bank account?
A: Typically payments will come out every 28 days ongoing from your initial payment date consultation date with our doctor.
Q: Can I get a general invoice for my payments?
A: Yes, invoices are available upon request.
Q: Can I get an invoice for my private health insurance?
A: Not at the moment! We are currently working on this.
Q. How do I update my payment method?
A: You can update your payment details by following the instructions below:
1) Log into your patient portal
2) Click on Account
3) Click on Payment Card - add your card
4) Add your credit card details in the popup - and press Save
Q: My payment failed. What should I do?
A: If your payment didn’t go through:
Check if your card details are correct.
Ensure your card has sufficient funds.
Try using a different payment method.
If the issue continues, contact your bank or reach out to support at hello@rumen.com.au.
Q: Will I receive a payment confirmation after making a transaction?
A: Yes, you’ll receive a confirmation email after every successful payment. If you don’t receive one, check your spam/junk folder or contact hello@rumen.com.au.
Q: Are there penalties for late payments?
A: Yes, late payment fees may apply as outlined in your agreement. If you’re experiencing financial difficulties, please contact us via the "Live Chat" section in your Patient Portal
Q: How do I cancel my subscription or recurring payments?
A: You can cancel through your Patient Portal via the "Live Chat" section and a customer support member will assist on the required steps for cancellation.
Q: Can I pause my payments instead of cancelling?
A: You can! Simply reach out through the live chat to one of our customer service agents and they can process that for you.
Q: Is my payment information secure?
A: Yes, we use secure encryption technology and comply with industry standards to protect your payment details. We do not store full card information for security reasons.
Q: Can I change my billing date?
A: Unfortunately this is not a function that is possible at the moment. we apologise for any inconvenience.
Q: Do you provide payment receipts for tax or reimbursement purposes?
A: Yes! Invoices/receipts are available upon request.