Med Mend Refund Policy.
Last updated: 2 September 2026
This Refund Policy applies to all consultations purchased through Med Mend, including the Written Consultation (First Available Specialist), Written Consultation (Patient Selected Specialist), and Video Consultation (Patient Selected Specialist) services.
Section 01: Completed Consultations
Once a consultation has been completed and delivered to you — whether as a written report, a video session, or both, as applicable to the service purchased — the consultation fee is non-refundable.
This applies regardless of whether you agree with, are satisfied with, or choose to act on the independent specialist’s opinion. Med Mend is a connection platform; the clinical opinion delivered is the professional judgment of the independent specialist, and is not something Med Mend can guarantee, alter, or issue a refund against on clinical grounds.
Section 02: Before Your Case Is Submitted to a Specialist
If you change your mind before your case has been submitted to a specialist for review, you may cancel and receive a full refund. Once your case has been submitted for review, Section 1 applies.
Section 03: Selected Specialist Unavailability
If you have chosen a specific specialist under the Written Consultation (Patient Selected Specialist) or Video Consultation (Patient Selected Specialist) service, and that specialist becomes unavailable after payment, you will be invited to choose a different specialist from the panel yourself. If you would prefer not to choose another specialist, you may instead request a refund under Section 4.
Section 04: When a Refund Applies
You are entitled to a full refund if:
- Your case cannot be completed by a specialist for any reason (for example, no suitable specialist is available, or your case falls outside the scope of services Med Mend provides);
- A technical or platform failure on Med Mend’s part prevents delivery of the consultation you purchased;
- You were charged in error, or charged more than once for the same case.
Section 05: What Is Not Covered
Refunds will not be issued for:
- Dissatisfaction with the content, findings, or recommendations of a delivered opinion;
- A change of mind after a case has already been submitted for specialist review;
- Delays caused by incomplete or late submission of your medical records or information;
Circumstances outside Med Mend’s control once your case has been accepted and assigned to a specialist.
Section 06:Your Rights Under Australian Consumer Law
Nothing in this policy limits, excludes, or restricts any rights or remedies you may have under the Australian Consumer Law, including the consumer guarantees that services will be provided with due care and skill. Where our services fail to meet a consumer guarantee that cannot be excluded by law, you may be entitled to a remedy in addition to anything set out in this policy.
Section 07:How to Request a Refund
If you believe your case qualifies for a refund under Section 2, Section 3, or Section 4, contact us at support@medmend.app within 7 days of your purchase, including your case reference number and the reason for your request. We will review your request and respond within 5 business days.
Section 08:Payment Processing, Currency, and Disputes
All prices are shown and charged in USD. All payments are processed securely through a trusted third-party payment provider, and Med Mend does not store your full card details. Approved refunds are issued in USD to the original payment method used at checkout, and typically take 5–10 business days to appear, depending on your bank or card provider. If your bank or card provider converts the refunded amount into another currency, any resulting difference due to exchange rates or conversion fees is outside Med Mend’s control.
If your original payment method is no longer valid or accessible (for example, a closed account or expired card), we will contact you to arrange an alternative way to return your refund.
If you dispute a charge directly with your bank or card provider (a “chargeback”) without first contacting us, we reserve the right to request supporting information regarding your case before the dispute is resolved. We encourage you to contact us at support@medmend.app first, as most requests can be resolved directly and more quickly this way.
Section 09:Specialists and Refunds
Independent specialists on the Med Mend panel have no separate claim to a consultation fee that Med Mend refunds to a patient under this policy. Arrangements between Med Mend and specialists regarding fees are governed separately by the applicable Practitioner Agreement.
Section 10:Changes to This Policy
Med Mend may update this Refund Policy from time to time. The version in effect at the time you purchase a consultation will apply to that purchase.
Section 11:Questions
If you have any questions about this policy before purchasing a consultation, contact us at support@medmend.app.