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Refund and Returns Policy

Returns & Refunds Policy

Last Updated: 07 Dec 2025
 ABN: 67285505178

1. Policy Scope

This policy applies to the physical MediScan ID wristband and NFC device.
All digital services, subscriptions, and profile management are non-refundable once activated.

2. Wristband & NFC Warranty

2.1 Warranty Coverage

  • NFC Device: Covered for the entire duration of your active subscription.

  • Wristband: Covered for 3 months from purchase.

  • Coverage Includes:

    • NFC functionality failure caused by a manufacturing defect

    • Free replacement once the defective NFC device is returned

2.2 What Isn’t Covered

The warranty does not cover:

  • Normal wear and tear

  • Cosmetic damage, stretching, or fading

  • Accidental damage, misuse, or neglect

  • Water damage (unless waterproof-rated)

  • Loss, theft, or unauthorised modifications

  • Device or phone compatibility issues

3. Making a Warranty Claim

3.1 How to Start

Email profiles@mediscanid.com.au with:

  • Your order details

  • Description of the issue

  • Photos (wristband only — NFC chip photos not required)

For approved warranty claims, we cover the return postage for the NFC device.

3.2 Assessment & Outcome

  • Claims are assessed within 14 business days of receiving the item.

  • Approved claims: Free replacement provided.

  • Unapproved claims: Assessment or replacement charges may apply.

  • All assessment decisions are final.

3.3 Replacement Terms

  • You may receive the same or an equivalent upgraded device.

  • Shipping covered for approved warranty replacements.

  • Warranty period does not restart.

  • One replacement per original purchase.

4. Refund Policy for Digital Services

Because our digital services activate immediately and include profile creation and emergency-access features:

  • Subscription fees are non-refundable once activated.

  • No refunds for change of mind, early cancellation, or unused time.

  • No trial periods or money-back guarantees.

  • Setup, data entry, profile management, and technical support services are non-refundable.

  • Refunds will only be issued when required under the Australian Consumer Law (e.g., major failure).

5. Subscription Cancellation

5.1 How to Cancel

  • Cancel anytime through your online account.

  • Or email profiles@mediscanid.com.au.

  • Cancellation takes effect at the end of your billing period.

  • No refunds for remaining subscription time.

5.2 After Cancellation

  • Your profile becomes inactive when your subscription ends.

  • The NFC wristband becomes non-functional.

  • Your data is deleted within a reasonable timeframe.

  • Deleted data cannot be restored.

6. Australian Consumer Law (ACL) Rights

You have rights that cannot be excluded, including:

  • Goods must be of acceptable quality

  • Goods must be fit for purpose

  • For a major failure, you may choose a refund or replacement

  • For minor issues, we may offer repair, replacement or refund

  • You may be entitled to compensation for losses caused by a major failure

7. Returns

7.1 Return Approval Required

You must contact us before returning any items.
Unauthorised returns will not be processed.
Return authorisation is valid for 14 days.

7.2 Packaging Requirements

  • Use original packaging where possible

  • Pack securely to prevent damage

  • Include your return authorisation number

  • Customers cover return shipping unless the claim is approved under warranty

7.3 Return Address

MediScan ID Returns
Address: To Be Confirmed
Reference: Your Return Authorisation Number

8. Processing Timeframes

  • Warranty assessment: Up to 14 business days

  • Replacement dispatch: Within 5 business days of approval

  • Refunds (if required under ACL): Up to 14 business days

Delays may occur during peak periods, complex cases, or international shipments.

9. Limitations of Liability

  • Warranty is limited to repair or replacement.

  • No liability for indirect or consequential losses (e.g., lost income).

  • Maximum liability is the original purchase price.

  • Warranty void if terms are breached or item used for commercial/resale purposes.

  • One warranty claim per product per customer.

10. Dispute Resolution

10.1 Contact Us First

Email profiles@mediscanid.com.au.
We aim to resolve all issues within 14 business days.
Escalation to senior management is available.

10.2 External Resolution

If unresolved, you may contact:

  • ACCC

  • State/Territory Fair Trading authorities

  • Australian Small Business & Family Enterprise Ombudsman

  • Other relevant industry bodies

11. Contact Information

MediScan ID
ABN: 67285505178
Email: profiles@mediscanid.com.au
Typical response time: Within 5 business days