Our Refund Policy
Clear, fair and aligned with the Australian Consumer Law. This policy explains exactly when refunds are available, when they aren't, and how to make a request.
Refunds in 30 Seconds
The full policy is below. Here's the quick version so you know where you stand before you scroll.
Refund Available
- You cancel before your Referral is issued (less a $10 admin fee)
- Your at-home Test Kit arrives damaged or unusable
- Your at-home Test Kit is lost in outbound transit
Refund NOT Available
- Change of mind after your Referral has been issued
- You didn't attend a collection centre
- You didn't like or didn't expect your results
- Standard laboratory recollection requests
- You didn't follow pre-test instructions (e.g. fasting)
- Your Referral expired before being used
- Incorrect details you entered on your order
- Issues caused by the collection centre or laboratory
- Attending an unauthorised collection centre
- Test Kit invalid due to your own collection error
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, which are separate entities not controlled by MediTests.
Core PrincipleWhen 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 Australian Consumer Law Guarantees
Nothing in this policy limits any right you have under the Australian Consumer Law. 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.
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.
Change of Mind After Referral Issuance
You decided you no longer want to proceed, found a cheaper alternative elsewhere, changed your health priorities, or simply forgot to use your Referral. This is consistent with the ACL, which does not require change-of-mind refunds where the service has been correctly provided.
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 the period stated on the form (generally 6 months).
Recollection Requests After Sample Collection
Once your sample has been taken, our service has been substantially performed. If the laboratory requests a recollection (insufficient volume, sample quality, labelling), this is a standard part of the pathology process and does not entitle you to a refund.
Dissatisfaction with Results
Pathology results reflect scientific analysis by an accredited laboratory. We do not offer refunds on the basis that results were unexpected or disappointing. If you believe your results are inaccurate, speak with a qualified healthcare professional.
Failure to Follow Pre-Test Instructions
If a test requires fasting, avoidance of certain substances, or other preparation and you did not comply, the resulting test may be invalid or inconclusive. No refund will be issued. If a re-test is needed, you will need to place a new order.
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.
Recollection Circumstances (3.3 continued)
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.
3.7 Test Kits
Where your Order includes a Test Kit dispatched to you by post, the following refund terms apply in addition to the general terms above:
Kit arrives damaged or unusable
Contact us at info@meditests.com.au within 7 days of receipt with photographic evidence. We will dispatch a replacement kit at no charge. If a replacement cannot be provided in a reasonable timeframe, you are entitled to a full refund.
Kit lost in transit (outbound)
If your Test Kit does not arrive within 10 business days of dispatch confirmation, contact us. We will investigate with the courier, dispatch a replacement at no charge or, at your election, provide a full refund.
Sample lost in return transit
If a completed sample is lost in transit on return to the laboratory and confirmed by the courier or laboratory, we will dispatch a replacement kit at no charge so you may resubmit your sample. No refund is available as our kit dispatch obligation has been fulfilled; we will cover the cost of a replacement kit.
Customer error
Where a kit is undeliverable or a sample is invalid due to your error (incorrect delivery address, failing to return within the required timeframe, failing to follow collection instructions), no refund or replacement will be provided. A new Order will be required.
Nothing in this clause limits your rights under the Australian Consumer Law.
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.
How to Request a Refund
All refund requests must be submitted in writing to info@meditests.com.au.
Email us at info@meditests.com.au
Send your refund request in writing. Phone requests cannot be processed.
Include the required information
So we can process your request quickly, include all of the details listed below.
Wait for our acknowledgement
We aim to acknowledge your request within 2 business days and resolve it within 7 business days of receiving all required information.
Refund processed (if approved)
If approved, your refund is processed to your original payment method within 5 to 7 business days of approval.
What to include in your email
- 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
- Any supporting evidence (screenshots, correspondence) where relevant
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, control or affiliate with the internal operations of these facilities. Once you walk into a collection centre, you are dealing with that centre and its parent laboratory directly.
MediTests is not responsible for, and not affiliated with, any of the following:
- Errors, delays, or quality issues caused by the laboratory or collection centre;
- Lost, contaminated, mishandled or rejected samples;
- The conduct, attitude or behaviour of collection centre staff;
- Your experience or wait time at any collection centre;
- 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, the conduct of its staff, or how your sample was handled, that complaint must be directed to the collection centre or laboratory directly. We can provide the relevant contact details where we reasonably can, but we cannot intervene, mediate or refund on behalf of an independent provider.
Australian Consumer Law
Our services come with consumer guarantees under the Australian Consumer Law 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) or your state or territory consumer affairs agency.
Chargebacks
If you believe you are entitled to a refund, you must contact us directly at info@meditests.com.au and follow the process set out in clause 5 before initiating any chargeback or payment dispute with your bank or card issuer.
Initiating a chargeback or payment reversal in circumstances where this policy does not entitle you to a refund, including, without limitation, change of mind after Referral issuance, failure to attend a collection centre, or dissatisfaction with test results, constitutes a breach of these Terms and our Terms and Conditions.
Where an unauthorised chargeback is initiated, MediTests reserves the right to:
- Dispute the chargeback with the relevant financial institution;
- Provide documentation of service fulfilment;
- Seek to recover any associated fees or costs from you; and
- Suspend or terminate your access to the platform.
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.
Need to Submit a Refund Request?
Email our team directly with your order details and the reason for your request. We acknowledge every request within 2 business days.