Australian Consumer Law
This policy applies to Australian orders supplied by HIS FORM PTY LTD. It does not exclude, restrict or modify any statutory right or remedy you have under the Australian Consumer Law or another law that cannot be excluded.
Before the pathology request is issued
Contact hello@hisform.com.au promptly if you want to cancel. If work has not started and no non-recoverable third-party cost has been incurred, we will generally cancel and refund the order to the original payment method.
After work has started
Once a doctor has reviewed the order, a pathology request has been prepared, or another supplier has begun work, we may deduct the reasonable value of services already supplied and non-recoverable costs. We will explain any deduction. This does not limit your consumer-law rights.
After collection
Once a sample has been collected or testing has begun, a change-of-mind refund is generally unavailable because the service and laboratory work are already being performed. If the service is not supplied with due care and skill, is materially different from what was purchased, or has another major or minor failure, the remedies required by Australian Consumer Law remain available.
Doctor or laboratory cancellation
If a requested test cannot appropriately be requested or performed, we will offer an appropriate substitute where agreed or refund the affected part of the order. If we cancel the whole order before services are supplied, we will provide a full refund.
Repeat collections and delays
A repeat sample or processing delay does not automatically create a refund right. We will work with the pathology provider to remedy collection or processing problems. Your statutory rights continue to apply.
How to request a remedy
Email hello@hisform.com.au with your order number and a short description of the issue. Approved refunds are returned to the original payment method; financial institutions may take additional time to display them.
Questions about these terms can be sent to hello@hisform.com.au.