Legal
Refund and Credit Policy
Version 1.5.1 · 16 October 2026 · amounts ex GST
This is the single source for Eirly's refund and credit terms. It is for practitioners and businesses using the platform, not for consumers. It forms part of the Master Services Agreement (MSA cl 14.5(b)) and may be changed on 30 days' written notice under MSA cl 23.6. Available in the platform when you are signed in, and on request from support@eirly.health.
1. What this covers
Commercial pathology means privately paid pathology supplied through Bloody Good Tests as the vendor. It includes standard pathology through our approved pathology providers, and non-MBS, send-away and specialty pathology.
Medicare-billed pathology means pathology for which a Medicare benefit is claimed. We charge only a per-result usage fee on these, never a share of the test. We do not pay, pass on or refund any Medicare benefit or rebate, and there is no "Medicare refund" on these tests: the laboratory bulk-bills Medicare, so nothing is paid to us for the test itself.
Kits and vendor products means at-home test kits, imaging, at-home visits, bookings and other services supplied through the Marketplace by a vendor (a Supply-Side Partner under the MSA) under its own terms.
Consumers are not covered by this policy. Where an individual paid us directly through a practitioner's buy link, their rights sit under clause 7 of the consumer Terms of Service and the Australian Consumer Law.
2. Refund or credit: which one you get
This depends on who paid us.
| Who paid | What they get |
|---|---|
| The individual, through a practitioner's buy link | A refund to the card that paid, less the amounts set out in clause 7 of the consumer Terms of Service |
| The practitioner or business | A credit to the account |
A refund (a cash refund or a credit to an account) is only ever made to the person who actually paid.
3. Credits
- A credit is used automatically, first, against your next charge: your next monthly invoice, or your next order on the free tier.
- Credits are valid for 12 months from issue and are non-transferable. Unused credit expires at 12 months and does not roll over.
- Credits cannot be redeemed for cash, including when your agreement ends. Please use all credits within 12 months, and before your agreement ends.
4. The fee on a refund or credit
| You are on | Fee |
|---|---|
| Any paid subscription (a trial month does not count) | None |
| The free tier | $10 per refund or credit |
The fee applies to every refund or credit on the free tier, including one handled automatically in the platform. No fee applies where the cause is an Eirly error, a laboratory error, or a service that was not supplied. An administrator may waive it.
5. Subscriptions
| Item | What happens |
|---|---|
| Subscription fees | Not refunded, in whole or in part |
| Cancelling | Your subscription stops renewing. It ends 30 days after you tell us (MSA cl 20.2), or at the end of any minimum term in your Order Form if that is later |
| If we end it for convenience | We refund the unused part of any subscription fee you have paid |
6. Commercial pathology
| Situation | What happens |
|---|---|
| Cancelled before the specimen is collected | Paid subscription: credited in full, no fee. Free tier: credited or refunded, less the $10 fee in section 4 |
| Specimen collected | Charged in full. No refund |
| Send-away or specialty pathology, once the specimen has gone to the reference laboratory | Charged in full |
| Result delivered | Charged in full. No refund |
| Laboratory error, or a sample the laboratory cannot use | Free redraw. No fee |
| Patient error, missed fasting or wrong preparation | New order at the normal price |
Time to ask: 90 days from the order date. That applies to a practitioner or business account. An individual who paid through a buy link is a consumer, and their time to cancel is set by cl 7.1 of the consumer Terms of Service (30 days of purchase), not by this policy.
7. At-home test kits and vendor products
| Situation | What happens |
|---|---|
| Kit not yet dispatched | Paid subscription: cancel any time, no fee. Free tier: the $10 fee in section 4 |
| Kit dispatched | The vendor's own terms decide it. We pass through any refund we actually receive, less the vendor's fee, and cannot refund a cost the vendor does not refund |
Each vendor sets its own terms for a dispatched kit, and we pass its fee on as the vendor charges it. The current terms are:
| Vendor | Terms for a dispatched kit |
|---|---|
| NutriPATH | No refund once testing has begun or is complete. A prepaid kit can be refunded per referral, less a $50 fee, if you ask within 6 months of the order. No refund for prepaid tests over 6 months old |
| Masdiag (Fatty Acid Labs, OmegaQuant) | Kit returned: refunded less a 20 per cent restocking fee and a $12.95 shipping charge. Kit not returned: normally no refund. No refund once a sample has been received and processed. A sample rejected before analysis: a replacement sample, or a credit or refund |
For any other vendor, ask us and we will tell you its terms before you order.
8. Other Marketplace services
Imaging, at-home visits, bookings and other services supplied by a vendor are governed by that vendor's own terms. Ask us and we will tell you where you stand on a particular order.
9. Medicare-billed pathology
Charged per delivered result. No result, no charge: an order that never produces a result is never billed, so there is nothing to refund. Recollections, and updated and amended reports, under the same laboratory number are not charged again.
10. Commercial orders: referrals and cancelling part of an order
These apply to commercial pathology, kits and vendor products, which are paid for. Medicare-billed pathology is covered in section 9.
| Item | What happens |
|---|---|
| Referrals | A paid referral is valid for 6 months from the order, then forfeited. Not refundable or transferable after that |
| Cancelling part of an order | An order or a bundle can hold more than one Product, for example a pathology panel and an at-home kit. You can cancel one Product and keep the others. A Product is cancelled whole: we do not refund individual tests or biomarkers within a pathology panel |
11. If a refund is given and the service is still used
If we refund or credit an order and the referral, kit or service is then used, the full price becomes payable and we may reverse the refund or credit. A $10 administration fee applies to re-charging it, on any plan.
The same applies where a Product is used more than once on a single paid order: we may charge for each additional use, plus the $10 administration fee. This fee is separate from the fee on a refund or credit above.
Nothing in this policy limits rights that cannot be excluded under the Australian Consumer Law.
12. Where this sits
- MSA cl 14.5 sets the framework: what is non-refundable, what happens on a Buy For or Send To order, credits, and the request window. This policy holds the operational detail and the amounts.
- MSA cl 20.2 sets the 30 days' notice to end a subscription.
- MSA cl 23.6 is the 30 days' notice right that lets this policy change, and the Customer's right to leave if a change materially and adversely affects it.
- Prices are in the platform catalogue, which is the Price List under MSA cl 1.1 and cl 14.2. This policy does not set prices.
- Consumer refunds are governed by clause 7 of the consumer Terms of Service and the Australian Consumer Law, not this policy.