Refund Policy

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FAQ
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MediTests provides pathology referral services that enable customers to access blood tests and other pathology services at authorised collection centres across Australia. When you place an order with MediTests, we prepare and issue a pathology referral form (the “Referral”) on your behalf — this is the core service we provide.

Because our service is fulfilled at the point of issuing a valid Referral, our refund eligibility turns on whether that Referral has been issued and whether the service has been completed or used. This policy sets out clearly when refunds are available and when they are not.

This policy operates alongside, and does not exclude, your rights under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth).

1. What You Are Purchasing

When you place an order on the MediTests platform, you are purchasing:
• A pathology referral form prepared and issued by MediTests, authorising you to attend an approved collection centre for the test(s) you selected; and
• Access to test results once the pathology laboratory has processed your sample.

Our service is fulfilled when a valid Referral is prepared and issued to you. The collection of your sample, and subsequent testing, is performed by independent, NATA-accredited pathology laboratories and collection centres — these are separate entities not controlled by MediTests.

2. When Refunds Are Available

2.1 Cancellation Before Referral Issuance
If you contact us to cancel your order before your Referral has been issued and emailed to you, you are entitled to a full refund less a $10 administrative fee to cover processing costs.
To request a pre-issuance cancellation, email us at info@meditests.com.au with your order number and name as soon as possible after placing your order.

2.2 Defective or Incorrect Referral
If your Referral contains a genuine error that is attributable to MediTests (for example, incorrect test ordered, wrong patient details due to our data entry error), you are entitled to either:
• A corrected Referral at no additional cost; or
• A full refund if we are unable to provide a corrected Referral within a reasonable timeframe.

2.3 Australian Consumer Law Guarantees
Nothing in this policy limits any right you have under the ACL. In particular, where a service fails to meet a consumer guarantee (for example, the service is not rendered with due care and skill, or the Referral is not fit for the purpose you made known to us), you may be entitled to a remedy including a refund. Please contact us and we will assess your situation accordingly.

3. When Refunds Are NOT Available
Important: Once a valid Referral has been issued to you, our core service is considered fulfilled. The following circumstances do not entitle you to a refund.

3.1 Change of Mind After Referral Issuance
If your Referral has been validly issued and there is no defect or error with it, we do not offer refunds for change of mind. This includes situations where you:
• Decided you no longer want to proceed with the test;
• Found a cheaper alternative;
• Changed your health priorities after placing the order; or
• Simply forgot to use the Referral.

This is consistent with the ACL, which does not require businesses to offer change-of-mind refunds where the service has been correctly provided.

3.2 Failure to Attend a Collection Centre
If you received a valid Referral but did not attend a collection centre to have your sample taken, you are not entitled to a refund. Your Referral remains valid for use for the period stated on the form (generally 6 months), and we encourage you to use it before it expires.

3.3 Refusal of Recollection After Sample Collection
Once you have attended a collection centre and had your sample taken, our service — and that of the pathology laboratory — has been substantially performed. If the laboratory requests that you return for a recollection (for example, due to a compromised or insufficient sample), this is a standard part of the pathology process and does not entitle you to a refund.
Recollection requests may arise from circumstances including:
• Sample volume insufficient for testing;
• Sample quality affected by pre-collection factors (e.g. hydration, fasting);
• Labelling or collection centre handling issues.

Where a recollection is required due to a confirmed laboratory or collection centre error, please contact us and we will liaise with the relevant party on your behalf. In limited circumstances we may, at our discretion, offer a partial credit or remedial action, but we are not obligated to do so where the issue lies with the independent laboratory or collection centre.

3.4 Dissatisfaction with Results
Pathology results reflect scientific analysis by an accredited laboratory. We do not offer refunds on the basis that results were unexpected, disappointing, or not what you hoped for. If you believe your results are inaccurate, you should speak with a qualified healthcare professional.

3.5 Failure to Follow Pre-Test Instructions
If a test requires fasting, avoidance of certain substances, or other preparation, and you did not comply with those requirements, the resulting test may be invalid or inconclusive. In such cases, we are not liable and no refund will be issued. If a re-test is needed, you will need to place a new order.

3.6 Expiry of Referral
Referrals are valid for the period stated (typically 6 months). We do not offer refunds or extensions for expired Referrals that were not used.

4. Referral Validity & Authorised Collection Centres
Your Referral is only valid at collection centres listed on the MediTests platform. Using your Referral at an unauthorised centre may result in:
• Additional fees charged directly to you by that centre;
• Delays or failures in result delivery; or
• The test not being processed at all.

MediTests is not responsible for any of the above outcomes if you attend an unauthorised collection centre, and no refund will be issued in such circumstances.

5. How to Request a Refund
All refund requests must be submitted in writing to info@meditests.com.au and must include:
• Your full name as it appears on your order;
• Your order number;
• The date the order was placed;
• A clear description of the reason you believe you are entitled to a refund; and
• Any supporting evidence (e.g. screenshots, correspondence) where relevant.

We will acknowledge your request within 2 business days and aim to resolve it within 7 business days of receiving all required information.
If a refund is approved, it will be processed to your original payment method within 5–7 business days of approval.

6. Our Relationship with Pathology Laboratories and Collection Centres
MediTests coordinates access to pathology testing through independent, NATA-accredited laboratories and their associated collection centres. We do not own, operate, or control these facilities.
MediTests is not responsible for:
• Errors, delays, or quality issues caused by the laboratory or collection centre;
• Lost or contaminated samples;
• The conduct of collection centre staff; or
• Any additional fees charged directly by a collection centre (particularly if you attend an unauthorised centre).

If you have a complaint about the service at a collection centre or about your test results, we will provide you with the relevant contact details for the laboratory and will assist with communication where we reasonably can.

7. Australian Consumer Law
Our services come with consumer guarantees under the ACL that cannot be excluded. If our service fails to meet those guarantees, you may be entitled to a remedy. This policy does not seek to limit those statutory rights.
If you believe your ACL rights have not been met, you may also contact the Australian Competition & Consumer Commission (ACCC) at accc.gov.au or your state or territory consumer affairs agency.

8. Changes to This Policy
We may update this Refund Policy from time to time. The current version will always be available at meditests.com.au/refund-policy. The version in effect at the time you placed your order applies to your order.

Contact Us
For refund enquiries or any questions about this policy, please contact us:
• Email: info@meditests.com.au
• Address: Unit 1, 28 Walters Drive, Osborne Park WA 6017
• Website: meditests.com.au

Disclaimer: This policy is provided for informational purposes and does not constitute legal advice. MediTests recommends seeking independent legal advice if you require guidance on your specific circumstances.