Fair Medconnect
1. Our Role
Fair Medconnect provides medical coordination and facilitation services only. We do not provide medical treatment. All procedures are performed by independent healthcare providers, and separate terms apply to those services.
2. Your Rights Under Australian Consumer Law
This policy operates in accordance with the Australian Consumer Law (ACL).
Nothing in this policy excludes or limits your rights under the ACL, including your rights to a remedy (such as a refund) if services are not provided with due care and skill, are not fit for purpose, or are not delivered within a reasonable time.
3. Payment Structure
Fees payable to Fair Medconnect may include:
Initial Service Fee and Coordination Deposit (10%)
For case review, coordination, and obtaining medical quotes
For booking support, scheduling, and administrative services
Medical Procedure Costs (approx. 90%)
Payable directly to the medical provider or hospital
All fees will be clearly disclosed and itemised before payment.
4. Refund Principles
Refunds are assessed based on:
The services already provided
Reasonable administrative costs incurred
Any non-recoverable third-party expenses
The timing of cancellation
Fair Medconnect does not retain fees beyond what is reasonable to cover work performed and costs incurred, in line with the ACL.
5. Cancellation by You
You may cancel at any time. Refunds will be determined as follows:
(a) Early Stage (Before Work Commences)
Full refund of any fees paid
(d) After Booking Confirmation with Medical Provider
Full refund of the 10% Coordination Deposit may be available
Any retained amount will reflect:
Booking arrangements
Liaison with providers
Administrative and coordination services
(e) After Travel or Final Arrangements
Fees paid may be largely non-refundable where:
Services have been substantially delivered
Costs cannot be recovered
6. Visa Refusal or Change in Travel Plans
If cancellation occurs due to visa refusal or personal travel changes:
Refunds will be assessed case-by-case
Fair Medconnect will refund any portion of fees not required to cover completed services or incurred costs
7. Cancellation Close to Procedure Date
If cancellation occurs shortly before hospital admission:
Fair Medconnect may retain fees proportionate to services already delivered
Hospital and medical provider fees are subject to their own cancellation policies
8. If We Are Unable to Provide Services
If Fair Medconnect is unable to provide the agreed services:
A full or partial refund will be provided, depending on the circumstances
Additional remedies may apply under the ACL
9. Third-Party Services
Fair Medconnect is not responsible for refunds relating to third-party services, including:
Flights
Accommodation
Insurance
Visa costs
These are subject to the terms of the relevant providers.
10. Refund Processing
Approved refunds will be processed within 7–14 business days
Refunds will be issued via the original payment method where possible
Any transaction fees incurred may be deducted where permitted by law
11. Contact
For refund requests or enquiries, please contact:
Fair Medconnect
info@fairmedconnect.com.au
