Our Commitment to You
We believe your healthcare should be defined by trust, not by fear of unexpected charges. Aurum Elite membership covers everything you need for continuous, proactive healthcare. There are no hidden fees. No surprises. No nickel-and-diming. What we quote is what you pay.
This policy explains how we work — when you can reschedule, when you need to give notice, and how we handle exceptional circumstances. It is grounded in the same principle that defines your care: mutual respect.
Appointments & Consultations
Your time and ours matter equally. We prepare thoroughly for every consultation.
For Aurum Elite Members
No fee for cancellations or missed appointments. We ask for 48 hours' notice where possible — this allows us to offer the time to another member who may need it. If circumstances prevent this, simply contact your Relationship Manager directly. Ongoing patterns are managed through your relationship, not through a tariff.
For Preventative Medicine Reviews & Quarterly Check-ins
We request 48 hours' notice to reschedule. Your Relationship Manager coordinates all changes.
We hold space with intention. The spirit of good faith in which you approach your care is mirrored in how we manage the practical details.
One-Time Services: Refund Policy
Pre-Arrival & Arrival Care / Clinical Onboarding
When clinical work has begun:These services are fully committed once your clinical work begins — defined as the completion of your first consultation. Before that point, you may request a full refund. After commencement, the investment is non-refundable, as substantial clinical time has been invested in preparing your care pathway.
12-Week Coordination Programme
Session-based investment:After your third session, the programme is considered underway and the investment becomes non-refundable. Before that, if circumstances change, we'll work with your Relationship Manager to reach a fair resolution on a case-by-case basis.
Membership: Annual Commitment & Early Exit
Your Aurum Elite membership is a 12-month rolling agreement. This timeframe allows us to build your care relationship and deliver the depth of continuity that defines our service.
Ending Your Membership
90 days' written notice to Aurum Health. Send an email to help@aurumhealth.nz confirming your intention to end membership. There is no financial penalty for early termination — the 90-day notice period is sufficient. It ensures continuity of your care and gives us time to transition your clinical records if needed.
Fair Use
We ask that consultations are used in the spirit of genuine healthcare needs — not for administrative convenience, unrelated third-party inquiries, or purposes outside the scope of your care. If patterns emerge that fall significantly outside this scope, we will speak with you directly.
Prescriptions & Clinical Resources
Prescriptions
Prescription management is fully included in your Aurum Elite membership — we prepare, review, and coordinate all prescriptions at no additional charge. However, you may incur costs from other healthcare providers: specialist initiation fees, pharmacy copayments, or charges for unfunded medications. These fees come from other providers and Aurum cannot control them. We work transparently with you to understand the full picture of any costs.
Clinical Notes & Records
No charge for clinical notes. Your notes are yours, and you have full access to them throughout your membership. If you request copies of your records after your membership ends, we will prepare and transmit them at no charge. You will receive your records within 7 business days.
Exceptional Requests
Occasionally, a request may fall outside the scope of your routine care — such as detailed medico-legal reports, large-scale records compilation, or complex third-party liaison requiring substantial clinical time. In these instances, we will speak with you first, discuss the scope involved, and proceed only once costs have been agreed in writing. You will never be surprised by a charge from Aurum.
Payment Terms
Aurum Elite accepts payment via bank transfer or credit card. Both methods are processed without surcharge. Choose the method that suits your circumstances.
Annual vs Monthly
Membership can be paid annually (preferred) or monthly via automatic bank transfer. Contact help@aurumhealth.nz to arrange.
Invoice & Tax
All fees include GST. You will receive an invoice at the start of each billing period.