Blua Online Doctors - Cancellation Policy

At Blua, we understand that plans can change. Our cancellation policy is designed to provide clarity and fairness while ensuring we can deliver the best care to all our patients.

This policy applies to all Blua Online Doctors users, including Bupa health insurance Overseas Student Health Cover and Overseas Visitor Cover members whose appointment fees are covered by their eligible Bupa health insurance policy. 

You can cancel your scheduled appointment at any time by emailing reception@blua.com.au

To help us process your cancellation quickly, please include the following in your email:

• Patient’s full name
• Appointment date and time
• Use the subject line: “Appointment Cancellation”.

Important information

For customers paying for the service:

• Cancellations made more than 24 hours before the appointment are eligible for a full refund.
• Cancellations made less than 24 hours before the appointment will incur a cancellation fee equal to the full consultation cost.
• Failure to attend without cancelling at least 24 hours in advance will be treated as a missed appointment, with no refund.

For Bupa health insurance Overseas Student Health Cover (OSHC) and Overseas Visitor Cover (OVC) members (if your appointment fee is covered by your eligible Bupa health insurance policy):

• Cancellation requirements still apply to support appropriate use of appointments and GP capacity.
• No monetary penalties or fees apply, as these appointments are not paid for directly by the customer.
• Appointments not cancelled in advance may still be recorded as a late cancellation or non-attendance for operational and utilisation purposes.

You may cancel an on-demand consultation any time before you enter the virtual waiting room. To cancel, email reception@blua.com.au

Please include the following details:

• the patient’s full name
• appointment date and time
• Use the subject line: “Appointment Cancellation”.

Important Information:

For customers paying for the service:

• If you have not clicked the join link to enter the virtual waiting room, and you have emailed us in accordance with the above requirement to cancel your on-demand consultation, you will receive a full refund.
• If the consultation has already started or you have clicked the join link, the booking is considered commenced and cannot be cancelled or refunded.
• Refunds will only be issued after confirmation from our team that the cancellation meets all requirements.

For Bupa health insurance Overseas Student Health Cover (OSHC) and Overseas Visitor Cover (OVC) members (if your appointment fee is covered by your eligible Bupa health insurance policy):

• No charges apply; however, cancellation rules still apply to ensure appropriate use of service capacity.

We may need to cancel your booking in some circumstances, such as:

• If payment is not received (where applicable)
• If no medical practitioner is available – a full refund will be issued where relevant.

If your consultation begins but is ended due to the following reasons:

• Inappropriate or abusive behaviour – no refund where applicable.
• Technical issues with our software or systems, the consultation is deemed unsuitable, or the practitioner advises in-person care – a full refund will be issued.

To dispute a refund decision, please email reception@blua.com.au with your original refund reference and reason for the request. Your case will be reviewed, and you’ll receive a written outcome within 5 business days.

If you have any questions, please don’t hesitate to reach out. We’re here to support you at every step.

Blua support team

Email: reception@blua.com.au | Phone: 1300 258 287