Health New Lynn Payment Policy

Purpose of policy

The purpose of this policy is to provide clarity for our patients and customers on our payment expectations and procedures.

Although the New Zealand Government provides funding for primary care services, it is only a contribution to the cost of the health services.  It is important, therefore, that patients and customers understand that they will incur a fee for most services they access at Health New Lynn.  Payment is required on the day unless a payment plan has been agreed prior to accessing the services.

Fee Schedule

The consultation fee schedule is listed here and at reception. The fee for additional services is available on application.

Payment plans

Please contact reception prior to your visit to discuss available options for payment plans.

Due dates

Payment is expected on the day of service. Prepayment is required on arrival prior to the consultation, fees for additional services received at the consultation are invoiced on completion and require payment on the day.

Online services such as prescription requests require payment when making the request.

Payment methods

You can make payments via EFTPOS, credit cards, internet banking, or via Stripe through the patient portal. We do not accept cash.

Bank Details for Online Payments

Bank A/C Details: Health New Lynn Ltd 06-0103-0798000-00

When making online payments, please ensure patient details are entered in the correct fields: Ref: First Name Initial, Last Name and NHI/Chart number.

GST

All fees are GST inclusive.

Provision of service

Provision of services is dependent on payment. Services may be refused if the account remains unpaid and there is no payment plan.

Account queries or disagreements

All queries or concerns regarding accounts should be raised with the Reception and Administration Manager.

Late Arrivals, Missed Appointments, and Cancellations

Appointments are precious. Patients are kindly requested to cancel appointments if they are no longer necessary.

Late Arrivals

Patients arriving more than 7 minutes late may need to reschedule their appointment, as it may not be possible to accommodate them within the remaining time.

Missed Appointments

Health New Lynn reserves the right to charge a fee (DNA Fee) for missed appointments. A missed appointment includes:

• Cancellations made with less than 3 hours’ notice
• DNA (Did Not Attend)

Did Not Attend Fees

$10 per person under 14 years

50% of service fee for patients 14 years +

Outstanding Accounts

1. Outstanding accounts at end of day of service will be sent a text reminder to make payment.
2. Accounts more than 10 days past date of service will be sent a follow-up reminder via email or text.
3. Accounts more than 40 days past date of service will incur a $10 non-refundable debt administration fee (incl GST).
4. Accounts more than 90 days past date of service will be referred to Baycorp Debt Collection Agency. All debt recovery costs will be on-charged to the account holder/patient. If an account is referred to a debt collection agency, only the necessary information (such as your name, contact details, and outstanding balance) will be shared. This information will be handled in accordance with privacy laws to protect your personal data.

Health New Lynn Refund Policy

At Health New Lynn we want to make sure our patients are treated fairly, respectfully, and with transparency. We understand that sometimes things don’t go as planned — and that includes bookings, payments, or expectations of care.

This refund policy is here to explain how we manage refunds when needed, and to set out a simple process for patients and our team.

When a refund may be considered

We are happy to consider refunds on a case-by-case basis, including for:

• Billing errors or accidental overcharges
• Duplicate payments
• Cancelled prepaid appointments (with notice)
• Undelivered or withdrawn services
• Clinical service concerns (handled discreetly and professionally).

Please understand that refunds will not generally be given for:

• Missed appointments or late cancellations
• Change of mind after a service has been delivered
• Non-refundable services (e.g. immunisations, certain travel consults, administrative fees).

Note on outstanding accounts

Refunds will not be provided if the patients account has an outstanding balance. For example, a $20.00 refund for a script maybe applied towards an unpaid consultation fee.

Cancellations

To avoid a cancellation fee:

• Please cancel or reschedule at least 3 hours before your appointment.
• Short-notice cancellations or no-shows may incur a DNA fee.

We appreciate that emergencies happen, and we are always willing to consider individual circumstances.

Refund timeframes & methods

If a refund is approved, here’s how we handle it:

Within 24 Hours of Payment

We can usually process the refund less than $200.00 straight back to your card at reception, provided you used a credit/debit card and the original payment was within 24 hours.

After 24 Hours

If it’s been more than 24 hours since the original payment:

• The refund will be processed through our accounts payable system
• This typically takes 3–7 business days
• We’ll need your bank account details (name and account number) for the transfer.

Cash refunds are only given in person, and ID must be presented. For all other payments, we will aim to refund via the original method or direct bank transfer.

How to request a refund

If you believe you’re owed a refund:

1. Contact our reception or email us at manager@healthnewlynn.co.nz
2. Provide your name, date of service, payment details, and reason for the refund
3. Our team will review and follow up with you within 2–3 business days.

Dispute resolution

If you’re not satisfied with the outcome, you’re welcome to speak with me directly or escalate the matter to the Health and Disability Commissioner (HDC). We take patient feedback seriously and are committed to resolving concerns professionally and fairly.

Thank you

As a locally owned clinic in Auckland, we value the trust our patients place in us. This policy is part of our commitment to good service, ethical practice, and accountability.