Terms and Conditions

1. Ordering, payment and cancellation

Our service

Moore Biological provides quantitative testing of submitted livestock faecal samples for animal management and production purposes. The ordered test and its description define the service. We do not physically examine animals, diagnose clinical disease, prescribe veterinary medicines or provide veterinary treatment advice. Contact your veterinarian if an animal is unwell or you need clinical advice.

Your order and account

Provide accurate customer, property, animal and sample information, and ensure you have authority to submit the sample and associated information. Keep login details secure and notify us if you suspect unauthorised access. The order summary sets out the selected test, price or test credit requirement and any agreed additional service. Acceptance of these terms is recorded with the version and date.

Payment and test credits

Payment must be received, or sufficient valid test credits available and allocated, before sample preparation or analysis begins. Purchased test credits do not expire. Test credit purchases are not refundable for change of mind; this does not affect your rights under the Australian Consumer Law. Amounts are in Australian dollars. The total payable, including any applicable tax and agreed fees, is shown before you confirm the order. We do not apply an additional charge without your agreement.

Payment arrangements

Payment methods, payment timing and any payment-provider notice will be confirmed before this version takes effect. Do not send payment-card details by email.

Cancellation before work starts

If you cancel before sample preparation begins, you may choose a refund of the amount paid for the unperformed test or retain it for a future sample. Any allocated test credit is restored. Contact us through your dashboard or support email and quote the sample or order identifier.

Cancellation after work starts

Work begins when the operator starts sample preparation, recorded as Preparing. Preparation, analysis and QC are all part of the service. Once preparation has begun, that sample is not eligible for a change-of-mind cancellation refund because service costs have been incurred. This does not limit remedies for a faulty service, our confirmed-error policy or rights under Australian Consumer Law.

2. Sample delivery, turnaround and retention

Collection and acceptance

Follow the collection and packaging instructions and attach the correct QR label to each container. Mark the sample as sent after dispatch. We scan arriving samples and record their condition. Received confirms arrival, not suitability for testing. We will contact you about an unidentified, leaking, insufficient or otherwise unsuitable sample. If work has not started, the cancellation and refund options in section 1 remain available.

Postage and courier services

Customers arrange and pay for sample delivery. We do not control Australia Post or courier transit times. We do not reimburse postage or courier costs for delays, loss or damage caused solely by a customer-appointed delivery provider. Direct delivery enquiries and carrier compensation claims to that provider. This does not exclude responsibility for our own acts or omissions, or rights and remedies that cannot lawfully be excluded.

Lost or damaged submissions

If a customer-arranged delivery is lost or damaged in transit before receipt, you may send a replacement for the same ordered test without an additional test credit deduction or test fee. The original payment or test credit transfers to the replacement; if not yet paid, the original agreed test cost remains payable. You pay replacement postage. Contact us for a linked replacement record and a new QR label. The $17 confirmation-retest charge does not apply to this replacement.

Turnaround target

We aim to release results within two business days from the sample being marked Received. Business days are Monday to Friday, excluding Victorian public holidays, using Melbourne local time. This is a service target, not a guaranteed deadline. Analysis cannot begin until payment and sample suitability requirements are met. We will advise you if missing payment, an unsuitable sample, necessary repeat work or another issue is likely to delay release. Postal transit is outside the laboratory turnaround period.

Sample tracking and reports

Your dashboard records sample progress through receipt, storage, preparation, quality review and report release. Storage location and testing status are tracked separately. Reports are released only after review. Results describe the submitted material and are subject to the test method and its stated limitations; they do not guarantee that an animal is parasite-free. Sample images illustrate observed findings and do not replace the reported method and counts.

Retention

The retention period, when it begins and any recorded holds are confirmed in the applicable sample-tracking procedure. A retained sample cannot show changes in an animal since collection.

3. Result queries, account closure and complaints

Flagging a result

You may flag a result through the dashboard or contact us with its identifier and your concern. Raising a query does not itself incur a fee or consume a test credit. We review the original records and tell you whether correction or repeat examination is appropriate. Contact us promptly while the sample is retained. Disposal does not remove your right to raise a concern about the service.

Confirmed laboratory errors

If review establishes that the original result was incorrect because of a laboratory error, that test carries no PAYG charge and consumes no test credit. We restore the test credit or refund the payment already taken, and provide corrective retesting and a corrected report without an additional test charge. Previous report versions are retained in the history and the corrected version is clearly identified.

Optional confirmation retests

A customer-requested confirmation test of the same retained sample uses one additional test credit or costs $17 AUD at the additional-sample rate. The original test charge remains unchanged. We confirm availability, suitability and your agreement before proceeding. If retesting establishes a laboratory error, the confirmed-error policy applies and any related confirmation-retest charge or test credit deduction is reversed. Variation between counts alone does not establish an error.

Leaving Moore Biological

You may stop using the service and request an export of your records. You may also request deletion as described in our Privacy Policy. Before closing your account, we resolve pending sample work and explain the treatment of unused paid test credits or payments; the cancellation rules apply to unstarted tests. Account closure does not itself waive a refund entitlement.

Consumer rights, complaints and changes

Nothing in these terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under Australian Consumer Law or other applicable law. To raise a complaint, email moorebiologicalservices@gmail.com with the order or sample identifier and the outcome sought. Legal and support contact is provided by email; no physical address is published on this website. These terms are governed by Victorian law and applicable Commonwealth law. Revised terms show their version and effective date; the terms accepted for an existing order continue to apply unless a change is legally required or you agree otherwise.