Kiosk payments and policies

About the pharmacy

We are a bricks-and-mortar community pharmacy. Our registered pharmacists dispense PBS and private prescriptions and give advice on medicines and general health. Everything we supply is dispensed or sold from this store.

We operate as a Priceline Pharmacy franchise. Product ranges, offers and the Priceline loyalty program are managed by Priceline nationally and are available at priceline.com.au and in store. This website does not list or sell products.

What you can pay for at the kiosk

The kiosk takes payment for prescriptions dispensed by our pharmacists in this store. The amount is either the PBS patient contribution set by the Australian Government or, for private prescriptions, our dispensed price.

Every kiosk payment starts in person inside the pharmacy, with the cardholder's own card on the reader attached to the kiosk. The kiosk does not take orders or card details by phone or online, and kiosk orders are collected in store. No surcharge applies to card payments at the kiosk.

How kiosk payment works

The kiosk lets you pay in advance, so your prescription is ready to collect without queueing to pay. Because the final price is only confirmed once a pharmacist has dispensed your prescription, your card is saved when you submit and charged when dispensing is complete, normally within about 20 minutes and always on the same day.

1. Scan your electronic prescription token, or hand your paper prescription to our staff, at the kiosk.
2. Tap or insert your card on the reader attached to the kiosk. The card is saved securely with Stripe, our payment provider, and is not charged at this point. Your card details go directly to Stripe; we never see or store your full card number.
3. Once a pharmacist has dispensed your prescription and the final amount is confirmed, normally within about 20 minutes, your saved card is charged once, for that amount only. By choosing to pay at the kiosk you authorise this charge.
4. We send you an SMS when your prescription is ready. Collect it from the dispensary, where a pharmacist can talk you through your medicine.

You can cancel at any time before dispensing, in which case your card is not charged. If a charge has already been made, it is refunded in full.

Rules for supplying prescription medicines

• Prescription-only medicines are supplied only against a valid Australian prescription, whether electronic or paper, and only after a pharmacist has reviewed it.
• A pharmacist may decline to dispense, or may need to contact your prescriber first. If a prescription cannot be dispensed, your payment is refunded in full.
• Kiosk orders are handed to the patient, or to a person collecting on their behalf, in store. Some medicines require photo identification at collection.
• We supply within Australia only and do not sell medicines online or for export.

Refunds

• If we cannot supply something you have paid for, because it is out of stock, the prescription cannot be dispensed, or a pharmacist declines supply, we refund the full amount to the card you paid with.
• If you cancel before your prescription is dispensed, your card is not charged, and any amount already taken is refunded in full.
• If you are charged the wrong amount, or charged more than once for the same order, tell us and we will correct it and refund the difference.
• Once a medicine has left the pharmacy it cannot be returned for a refund or exchange, for safety reasons, unless it is faulty or otherwise covered by the consumer guarantees in the Australian Consumer Law.

Refunds go back to the original card. They usually show on your account within 5 to 10 business days, depending on your bank. Nothing in this policy limits your rights under the Australian Consumer Law.

Cancellations

You can cancel a prescription you have submitted at the kiosk at any time before it is dispensed. Speak to our staff in store or call us on (07) 3325 3733. Your card is not charged, and any payment already taken is refunded in full.

Problems with a payment

If you see a charge you do not recognise, or think you have been charged twice, contact us first. Most problems are explained or refunded the same day, and it is faster than a bank dispute. We respond to all payment enquiries within two business days.

If you think you have been charged twice for one prescription, tell us. We check the payment record against the dispensing record and refund any duplicate straight away.

If we cannot resolve a complaint, you can contact the Queensland Office of Fair Trading about a consumer matter, or the Office of the Health Ombudsman about a health service.

Privacy and card security

We handle your personal and health information under the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Our privacy policy is available in store and on request.

Card payments are processed by Stripe Payments Australia Pty Ltd on a PCI-compliant card reader. We do not receive, record or store full card numbers.

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