Refund Policy

Effective Date: 1 May, 2026

At Modia Health, we strive to provide the highest quality mobile radiography, sonography, and IV therapy services to our clients. We understand that there may be instances where you may need to request a refund. This Refund Policy outlines the conditions under which refunds will be issued.

1. Eligibility for Refunds

• Cancellation by Client: If you need to cancel your appointment, please do so at least 24 hours prior to the scheduled time. Cancellations made within this period will be eligible for a full refund.
• Late Cancellations and No-Shows: Cancellations made less than 24 hours before the appointment or failure to show up for the scheduled appointment will not be eligible for a refund, except in cases of emergency, (such as a medical or family emergency, or unforseen natural disasters or transporation issues), which will be reviewed on a case-by-case basis.
• Service Dissatisfaction: If you are not satisfied with the quality of the service provided, please contact us within 7 business days of the service date. We will review your concern, and if deemed appropriate, we may issue a partial or full refund or offer a service credit for future use.

2. Aged Care & Residential Facility Visits

Mobile scans at aged care, retirement, and residential facilities involve attendance costs (travel, equipment transport, and a reserved appointment slot) that are incurred whether or not the scan goes ahead. The following terms apply to all bookings made by or on behalf of a residential facility:

• Free cancellation with adequate notice: If the facility cancels or reschedules the appointment more than 4 hours before the scheduled arrival time, no fee applies.
• Full fee charged (100%) — facility-preventable situations: A full fee will be charged where the wasted attendance could reasonably have been avoided by the facility, including:
  • The patient has been transferred to hospital or is otherwise off-site, and the facility did not notify us prior to arrival.
  • The scan has already been performed by another provider and we were not informed.
  • The patient cannot be safely scanned due to aggression, agitation, or distress, and no facility staff member is available to assist or support the attempt.
  • The facility cancels the appointment with less than 4 hours' notice.
• Half fee charged (50%) — patient-related situations beyond the facility's control: A 50% fee will apply where the scan cannot proceed for reasons the facility could not reasonably have foreseen, including:
  • The patient declines or refuses the scan upon our arrival.
  • The patient is acutely unwell, asleep and unrousable, or otherwise clinically unsuitable on the day, where the facility had no prior indication.
• Invoicing: Charges will be issued to the party responsible for payment of the original booking.
• Disputes: If a facility believes a charge has been applied unfairly, please contact us within 7 business days of the visit and we will review the circumstances on a case-by-case basis.

3. Refund Process

• Refund Request: To request a refund, please contact our customer service team at [email protected]. Include your appointment details, reason for the refund request, and any supporting documentation.
• Review: Once we receive your refund request, our team will review it within 7 business days. We may contact you for additional information if necessary.
• Approval: If your refund request is approved, we will process the refund using the original method of payment. Please allow up to 10 business days for the refund to appear in your account.

4. Non-Refundable Situations

• Completed Services: Refunds are not issued for services that have been fully completed and delivered unless there was an error or failure in service on our part.
• Insurance Payments: If the service was paid for by an insurance provider, refunds will be subject to the policies and procedures of the insurance company.

5. Changes to the Refund Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all services booked after the effective date of the change.

6. Contact Us

If you have any questions or concerns about our Refund Policy, please contact us at:

• Email: [email protected].
• Phone: 1300 600 039

We are committed to providing exceptional service and will do our best to address any issues to your satisfaction.