Q: What payment methods do you accept?
A: We accept credit/debit cards. Let us know if you need help with payment instructions.
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 30 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 an invoice for my payments?
A: Yes, invoices are available upon request. However these are issued after payment to your allocated email address, check Spam/Junk folder if still not found, contact us through your Patient Portal via the "Live Chat" section, and one of our customer support members will be able to assist.
Q. How do I update my payment method?
A: You can update your payment details by logging into your patient portal, using the "Live Chat" function and letting our customer support team know your issue.
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: Unfortunately this function is currently not available.
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 apologies for any inconvenience.
Q: Do you provide payment receipts for tax or reimbursement purposes?
A: Yes! You'll receive a receipt through your assigned email address.