Refund and Returns Policy

Australis Biogenetics – Refund, Returns & Gift Card Policy

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Australis Biogenetics provides onsite water sampling performed by a technician, followed by educational microscopy and strip-test chemical analysis in a home-laboratory environment. To maintain clarity and fairness, the following policies apply to all purchases.

1. All Purchases Are Final (Non-Refundable)

All water-testing services, vouchers, and gift cards purchased through Australis Biogenetics are strictly non-refundable.

Once payment has been processed:

  • No refunds
  • No partial refunds
  • No cancellations

This applies whether or not an appointment has been booked. Elements to conduct the test are allocated almost immediately after purchase, along with resources.

2. Technician Availability & Right of Refusal

✔ Subject to Technician Availability

All onsite sample collections are strictly subject to technician availability.
Your preferred date and time may not always be possible.
We will offer the next available appointment window.

✔ We Reserve the Right Not to Enter a Premises

For safety, health, or operational reasons, Australis Biogenetics and its technicians reserve the right:

  • Not to enter a premises
  • To refuse collection upon arrival
  • To vacate the premises immediately

This may occur at the technician’s discretion for any reason, including but not limited to:

  • Unsafe conditions
  • Aggressive individuals or animals
  • Restricted access
  • Biohazards or contamination
  • Suspicious or uncomfortable circumstances
  • Environmental risks

Refunds do not apply in such cases. A reschedule may be offered at our discretion.

3. Gift Cards May Be Transferred or Converted to Store Credit

While non-refundable, our gift cards remain flexible:

✔ Transferable

Gift cards may be freely transferred to another person.
The new recipient can book the service using the voucher code.

✔ Convertible to Store Credit

Unused gift cards may be converted to store credit of equal value.
Store credit may be applied to any Australis Biogenetics service and does not expire unless stated otherwise.

4. How Testing Is Conducted – Clear Disclosure

Australis Biogenetics does not operate as a NATA-accredited commercial laboratory.
We provide consumer-focused, educational water-quality testing using:

✔ On-site sample collection (5–10 minutes)

A technician visits your premises to collect the sample quickly and safely.

✔ High-grade microscopy analysis

Performed using advanced optical microscopes to observe:

  • Microorganisms (where visible)
  • Sediment and particulates
  • Debris and structural fragments

✔ Strip-test chemical assays

Industry-standard tests evaluating:

  • pH
  • Hardness
  • Conductivity
  • Alkalinity
  • TDS
  • Chlorine
  • Mineral/metal indicators
  • Combined Nitrate & Sulfate (mg/L)
  • E. coli (Present/Not Present)

✔ Personalised water-quality report

An easy-to-understand educational report summarising the findings.

✔ Not for medical, legal, or regulatory purposes

Results are strictly informational.

5. Missed Appointments & No-Shows

Because technician time and travel must be allocated:

  • Missed appointments
  • No-shows
  • Same-day cancellations
  • Cancellations under 24 hours

are not refundable.

One free reschedule may be provided, subject to availability.

6. Recollection Policy (Free Once Only)

✔ One Free Recollection

If the initial collection cannot be used due to technician error or circumstances outside your control, one recollection will be provided at no cost.

✔ Additional Recollections

Any recollection beyond the first free one will incur a recollection fee, covering:

  • Technician travel
  • Labour
  • Materials
  • Scheduling time

No refunds apply for recollection services.

7. Gift Card Redemption Rules

Gift cards:

  • Do not expire unless stated
  • Are transferable
  • Cannot be redeemed for cash
  • May be converted to store credit
  • Must be provided during booking or to the technician on arrival

8. Consumer Guarantees

This policy operates alongside your rights under the Australian Consumer Law (ACL).
While refunds are not provided for change of mind, we guarantee:

  • Professional conduct
  • Proper onsite collection
  • Accurate basic microscopy and strip-test screening
  • One free recollection if warranted
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