Refund & Credit Policy

Last Updated: 01/03/2026

1. General Policy

At Medinex Pty Ltd, we aim to provide a flexible and fair billing experience. Because our platform is a SaaS (Software as a Service) product with immediate access to digital resources, we generally do not offer cash refunds for "change of mind" or for unused portions of a billing cycle. Instead, we utilize a Credit Pool system.

2. Plan Changes (Upgrades & Downgrades)

Our billing engine calculates adjustments automatically to ensure you only pay for what you use:

• Upgrades: If you move to a higher-tier plan mid-cycle, we calculate the remaining value of your current plan and apply it toward the new plan. You will be invoiced only for the difference.
• Downgrades: If you move to a lower-tier plan, we do not issue a cash refund. Instead, the pro-rated difference in value is added to your Medinex Credit Pool.

3. The Medinex Credit Pool

• Automatic Application: Credits in your pool are automatically applied to your next scheduled invoice (e.g., your next monthly renewal).
• Non-Transferable: Credits are linked to your specific business account and cannot be transferred to other organizations or redeemed for cash.
• Expiry: Credits remain in your pool as long as your account is active. If an account is closed, any remaining credits in the pool are forfeited unless required by law.

4. Major Failures & Consumer Guarantees

In accordance with Australian Consumer Law, you are entitled to a refund or credit for "major failures" of the service. A major failure occurs if the software:

• Has a substantial bug that prevents you from managing NDIS participants and cannot be fixed within a reasonable time.
• Is significantly different from the description or demo provided.
• Is unsafe or insecure for sensitive NDIS data.

5. Subscription Cancellations

You may cancel your subscription at any time. Upon cancellation:

• You will retain access to Medinex until the end of your paid billing period.
• No pro-rated refunds are provided for the remaining days in that final month.

6. How to Request a Review

If you believe there has been a billing error or you are entitled to a refund under ACL, please contact billing@medinex.com.au. We review all requests within 5 business days.