This policy forms part of the terms and conditions of your Agreement. Aurum Health Limited (Aurum) may, from time to time, update this policy, and will notify you when it does so.
Our commitment to you
At Aurum Health Limited (Aurum), we offer healthcare as a refined experience: calm, personal, and deeply respectful of your time. Each consultation is more than an appointment; it is a space held for you, with care and intention. Amongst others, our services are delivered in line with our Scope of Care and Client Data Care policies.
These guidelines explain our approach to charging fees. They are grounded in mutual respect and support the values that define every Aurum Health experience. By publishing these fees, we are committed to ensuring that you’re never surprised by a charge from Aurum. We welcome feedback on our approach as set out in our Feedback and Complaints process. All our fees and charges will be:
- Notified to you before any additional services are provided
- Designed to reflect the high value and quality of care you receive
- Include GST
Consultation cancellation, rescheduling and no-show
We prepare thoroughly for each session with you. In the event of circumstances preventing your attendance, we encourage you to contact us as soon as possible to reschedule your appointment or cancel it to minimise any fees charged. We consider all situations in good faith.
Gold Membership Services
For our clients on a Gold Membership, this policy forms part of your Membership Agreement. Your membership agreement outlines your access to care. Please also read this policy alongside the Fair Use agreement.
To maintain the integrity of your care, we ask that you provide at least 24 hours’ notice if you need to cancel or reschedule.
Repeated short-notice cancellations or missed appointments may result in a $100 fee for reserved time. This will only apply if:
- You cancel with less than 24 hours’ notice two or more times within a rolling 12-month period.
- You miss two or more appointments without notice in a rolling 12-month period.
Silver Membership Services
For our clients on a Silver Membership, this policy forms part of your Membership Agreement. Your membership agreement outlines your access to care. To maintain the integrity of your care, we ask that you provide at least 24 hours’ notice if you need to cancel or reschedule.
Silver Memberships entitle you to four sessions per year, with each lasting up to 30 minutes with the clinician. One of these sessions is an annual health check.
If you are unable to make an appointment and cancel it within 48 hours, you will not be charged, and your appointment will not be forfeited. For clarity, this means you can rebook this appointment without loss. If you cancel 24 hours before, you will be charged $100 fee, and your appointment will not be forfeited. If you cancel with less than 24 hours’ notice, your appointment will be forfeited.
You may have additional appointments above your membership allowance:
- A 30-minute telehealth appointment with a GP: $159.00
- A 30-minute telehealth appointment with a nurse: $99.00
Ending your Gold or Silver Membership
You may cancel early by paying three months’ membership fees and providing written confirmation to Aurum via email help@aurumhealth.nz. Other conditions and terms apply; please refer to your membership agreement.
12 Week Investment Programmme (Three-Month Packages)
This programme is a planned intervention, structured to deliver meaningful and personal outcomes. Our goal is to ensure that your progress remains uninterrupted. If extenuating circumstances arise, please speak with us. To honour this:
- All sessions must be used within three months of your initial consultation.
- You may reschedule your appointment with more than 48 hours’ notice, without incurring any fees.
- If you provide between 12 and 48 hours’ notice of cancellation or rescheduling, we will do our best to rebook, subject to a $100 charge.
- Less than 12 hours’ notice, or if you do not show up, will result in the session being forfeited.
Single Consultations
These sessions are booked as a stand-alone experience. Because we cannot redistribute time held for these consultations, the following fees and charges are applicable depending on the period of notice given:
- More than 48 hours’ notice: No fee. If you cancel, a full refund applies.
- 12–48 hours’ notice (cancellation): Refund available, minus a $100 administration fee.
- 12–48 hours’ notice (rescheduling): If at the time of request, you confirm another appointment within 10 days of the original scheduled appointment, a $100 rebooking fee applies.
- Less than 12 hours’ notice or non-attendance: Session is forfeited, no refund available.
Prescription Fees
Gold Members do not pay any prescription fees. For clients who are on a Silver Membership, 12 week programme or a one-off consultation, prescription fees are charged at the following rate:
- New Prescription (written by Aurum for the first time): $80.00
- Standard Repeat Prescription (previously issued by an Aurum clinician) required within 48 hours or more: $60.00
- Urgent Repeat Prescription (previously issued by an Aurum clinician) required same or next day: $80.00
- Complex Prescriptions: These may include applications for special authorities, unfunded medicines, or any other items that require additional time for the clinician to ensure safe prescribing, and will be charged at $120. If the prescription is urgent, it will incur the additional urgent fee, bringing the prescription charge to $200.
Copies of clinical notes
Gold Members do not pay for copies of their clinical notes whilst on an active membership. For clients who are on a Silver Membership, 12 week programme or a one-off consultation, copies of clinical notes are charged at $99 per copy. Expect to allow 7 days for the request to be actioned.
Making payments
We prefer direct bank transfers to process fees. This is because Aurum’s processing fees are significantly lower than those for card payments.
However, some clients prefer to use a credit or debit card. In this case, Aurum applies a 3.5% charge to cover payment processing costs.