General Questions

What is a Zip Health Account?

A Zip Health Account provides an available amount of money to cover your out of pocket costs, interest free. It allows you to make payments up to your approved credit limit. You can make as many payments as you wish, as long as you stay under your credit limit and make your minimum repayments each month. Zip puts you in control of your healthcare costs and allows you to set repayments to suit your budget.

How does Zip assess an application?

An applicant must be over the age of 18, a permanent resident or Australian Citizen and earning a minimum of $300 per week.

Zip verify the applicant’s information by completing an instant credit check via Veda and a smart banking step.

The banking verification process allows Zip to securely confirm/verify the customer application in real time. The instant banking verification process is totally safe and secure. ZIP does not see or store a customer’s credentials, and receives ‘read only’ summary information regarding a customer’s recent transactions

How secure is the banking step?

Using our Secure Bank Verification step customers are asked to connect securely to their bank to allow zipMoney to receive a read-only copy of bank statements allowing us to provide your customers with a faster decision.

Secure Login

Your customer’s banking login information is never stored or see by human eyes. The customer’s banking credentials are encrypted when they are entered, securely passed onto their bank and permanently deleted after the bank statement are received.

Read-only Service

Our bank statement retrieval service is ‘Read Only’ view of recent transaction history to help us make a faster lending decision.

One-time Connection

The connection is made once and closed as soon as the statement data has been loaded. We are unable to reconnect with the customers bank as their credentials have been deleted

Where can I use my Zip Line of Credit Facility?

You may use your Zip Line of Credit facility at any ZIP affiliated clinic. Please check our clinics page for a list of these clinics. ZIP is continually expanding its’ stable of quality clinics to enhance the benefit and range available to all ZIP customers.

What if my preferred clinic currently doesn't accept Zip?

Not a problem. We will happily reach out to a preferred clinic in your area and work to have them accepting zipMoney payments in no time. Simply click here, submit the clinic details and one of our Zip Health Consultants will reach out to them directly.

What is the Zip online login?

The Zip Consumer Centre is our online access point for your Account. It can be found by signing it at www.zipmoney.com.au. All information about your Account can be accessed and viewed or updated. Information includes outstanding balance, available credit, repayment details, transaction and statement information, and much more. It also provides an instant messaging contact service for all your enquiries.

How do I update my details?

You can update your details at any time via your online access in the Zip Consumer Centre.

How do I contact Zip?

You can contact Zip via our contact us page, direct online through the ZIP Consumer Centre, through the ‘chat now’ function, or by phone at (02) 8294 2345.

My Account

How does my Account work?

To make a payment for your treatment, your clinic will request payment and you simply login to your account and authorise the payment. Once your payment is authorised, Zip pays the Clinic directly.  You are required to repay at least the minimum repayment amount each month, but you can pay as much or as often as you like, with no penalty, to reduce your balance as quickly as possible. You may re-use your Account for further payments at any time as long as you have available funds under your credit limit.

What is my Credit Limit?

Your Credit Limit is the maximum amount you may borrow at any one time under your facility. This is advised at the time you apply, is displayed on your contract and statements, or in the Zip Consumer Centre.

What are my Available Funds?

Available funds is the amount you have left to use under your Account. It is the Credit Limit less the outstanding balance less any authorised purchases not yet posted to your Account.

What is a Statement?

A Statement of Account is a record of all transactions on your Account for a specified period of time. It includes all debits and credits to your Account. It also provides outstanding balance and available credit information, minimum repayment amounts, payment due dates and more. We will send you a statement each month and it can also be accessed online at any time at the ZIP Consumer Centre.

How do I dispute a transaction on my Account?

To dispute any transaction you must contact ZIP within 30 days of that transaction to initiate an investigation. You may be required to provide evidence to support your claim. You must continue to make your repayments during any disputed transaction investigation. Should the dispute be resolved in your favour any repayments of this transaction will be refunded.

I can’t login to my ZIP Account?

To login and use your ZIP Account you need the registered email address/login (facebook or paypal) and your password. If you have forgotten or lost your password you simply need to click on the reset password link on the ZIP Customer Centre login screen. If you still require assistance, please contact zipMoney.

What do I do if there is a problem with the product I have purchased?

You should contact the Merchant for all product and delivery related problems. ZIP only affiliates with reputable merchants and they will always assist you, and have detailed policies with regard to these issues. If you are unsatisfied with their review process you may contact ZIP for further advice or assistance.

Application & Activation

Who can apply for a ZIP Line of Credit Facility?

Anyone who is over 18 years old, is an Australian resident, is employed in some capacity, and earns more than $300 per week is eligible to apply. ZIP’s lending criteria is then applied to each application.

How do I sign up?

Simply apply for a ZIP account after confirming your clinic accepts zipMoney in the clinic store page.

What do I need to apply?

All you need to apply is the personal and banking information you know by heart, and the identification details in your wallet or handbag – it’s that simple!

How long does it take to apply online?

It takes 3 minutes to complete the application and a response will be provided in real time.

Interest Free, Rates & Charges

How does Interest Free work?

Every payment you make using your Account has a minimum Interest Free period of 6 months from the date of the transaction. If you repay the payment amount within the period no interest is charged. Should an amount remain outstanding at the end of the Interest Free period, interest will be charged at the Standard Annual Percentage Rate on the remaining outstanding balance. Speak to your clinic to confirm the interest free period for your payment.

Are there any fees and charges payable on my Zip Line of Credit Facility?

There are no annual fees. A monthly service fee of $6 is charged for any month there is a balance outstanding on your Account.
Other fees and charges may be charged for alternate methods of repayment or dishonoured payments.
Late Fees may be charged if you do not make your minimum repayment amount before your payment due date.
Any fees charged are added to the outstanding balance.

What is the Standard Annual Percentage Rate?

The Standard Annual Percentage Rate is the interest rate that applies to your balance after any interest free period. You should check your contract for this rate.

Security

What is ZIP Buyer Protection?

ZIP Buyer Protection is a benefit provided by ZIP to ZIP customers. It protects eligible customers where the payment fails to arrive or is significantly not as described. Please see our ZIP Buyer Protection Policy for full details.
ZIP employs 2 factor authentication for every transaction. This means in addition to your Secured Password we will send a single-use Code via SMS to protect your account from fraudulent activity.

Is ZIP secure?

ZIP is committed to protecting all customer data and employs the highest SSL encryption technology to keep this information safe and secure. We comply with all relevant Privacy Laws and treat these obligations and commitments very seriously.

What do I do if I have lost or forgotten my password?

A password is required at all times to access and use your Account. If you have forgotten your password or fear it may have been compromised it can be reset in the ZIP Consumer Centre.

What do I do if I think someone may have accessed my username, password or mobile phone?

You should contact us as soon as you think someone may have access to your personal and private information. ZIP will then suspend all activity on your Account as new personal credentials are established.

Repayments

What is the minimum amount I need to pay?

The minimum monthly repayment amount is the greater of 3% of your outstanding balance or a fixed monthly amount which is determined by your account limit. This will be disclosed in your contract and can also be found on your monthly statement or via your online access at the ZIP Consumer Centre.

Am I am able to pay more than the minimum amount?

Yes, you can pay as much as you like at any time with no penalty (as long as it is more the minimum amount). Paying off more than the minimum will save you interest, and means you pay off your outstanding balance much quicker, allowing you to continue to make Interest Free purchases with your available funds.

How do I know when my repayments are due?

Your payment due date is advised on your statement. You can also find this in the ZIP Consumer Centre. Your first payment is due one month after your first purchase, and then falls due on that day each month (eg 15th of each month). You can pay the minimum amount at any time in the month before your due date.

How do I make repayments on my Account?

Repayments are made via direct debit from your debit card or bank account. You may pay weekly, fortnightly or monthly as long as you pay at least the minimum amount. One off repayments may also be made direct with your debit card or via BPAY. To make repayments, simply sign in to the ZIP Consumer Centre any time.

How does my Direct Debit work?

Your direct debit is a regular payment that is collected by us from your debit card or bank account. It can be set weekly, fortnightly or monthly at any amount that suits you (as long as it is more than the minimum). If the balance of your Account is $0 the direct debit will not run until you make further purchases using your Account. (If the amount outstanding is less than the direct debit amount the direct debit will only collect the outstanding balance)

What are my BPAY Details?

Your BPAY details can be found at any time using your online access at the ZIP Consumer Centre. BPAY is an alternate payment method you can use through your financial institution to make your ZIP repayments online.

Can I change my repayments?

Yes, you can change the amount, date or timing of your repayments at any time as long as you pay at least the minimum repayment amount each month. To change your repayments, simply sign in to the ZIP Consumer Centre at any time.

What do I do if I cannot afford my repayments?

Please contact us if you are having problems with your repayments. We understand that people’s circumstances can change and we will always look to work through a solution that works for both you and ZIP. It is hard to help if we don’t hear from you!

Couldn’t find an answer to your question? Contact us directly and we can help you with it.

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