Clear terms. No surprises.

1. About these terms

These Terms and Conditions govern all courier and logistics services provided by MedPulse Logistics (ABN 59 699 558 211), a specialised medical courier based in Sydney, New South Wales, servicing the Sydney metropolitan area and regional NSW. Our motto is "Moving medicine. Protecting life." It sets the standard we hold ourselves to on every job.

By requesting a quote, making a booking or handing goods to us for carriage, you agree to these terms. If you are booking on behalf of an organisation, you confirm you are authorised to accept these terms for that organisation. If we issue you a written quote or a separate service agreement, that document applies together with these terms. If the two conflict, the quote or agreement prevails for that job.

We may update these terms from time to time. The version published on this website when your booking is confirmed is the version that applies to that job. These terms are current as at July 2026.

Questions? Call 0405 515 978 or email info@medpulselogistics.com.au.

2. Definitions

In these terms:

• "MedPulse Logistics", "we", "us" and "our" mean MedPulse Logistics (ABN 59 699 558 211).
• "You" and "the client" mean the person or organisation booking our services, including anyone booking on their behalf (for example, a plan manager booking for an NDIS participant).
• "Goods" means the items you engage us to transport, including pharmaceuticals, specimens, medical devices and equipment. A "consignment" means the goods accepted by us for a single job, together with their packaging.
• "Dangerous goods" means goods classified under the Australian Dangerous Goods Code, 7th edition ("ADG7").
• "Cold chain" means carriage within a stated temperature range, such as 2–8°C, with continuous temperature logging.
• "Quote" means the written price and service description we provide for a specific job.
• "Proof of delivery" or "POD" means our record of completed delivery, including the receiver's name or signature and the date, time and location.
• "ACL" means the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth).
• "Business day" means a weekday that is not a public holiday in New South Wales.

3. Quotes and bookings

Every job is individually quoted; we do not publish a standard rate table. As a guide, Sydney metro call-outs start from $80, with the final price depending on distance, urgency, handling requirements and the nature of the goods.

A quote is valid for 14 days unless it says otherwise. A quote is an invitation only, not a binding contract, and is based on the information you give us. If the goods, addresses, timing or handling requirements differ from what you described, we may re-quote or decline the job.

You can request a booking through our website enquiry form, by phone on 0405 515 978, or by email to info@medpulselogistics.com.au. Our website does not have a live booking system; form submissions are sent to us by email and are requests only. A booking is confirmed, and a contract formed, when we accept it in writing (email or SMS). Each confirmed job is a separate contract on these terms.

MedPulse Logistics is a sole-operator business, so availability is confirmed at booking. We may decline a booking that falls outside our service area, our licences or our capacity.

4. Your obligations as the client

Safe medical transport starts with an accurate booking. For every consignment, you must:

• Accurately declare the goods, including their nature, quantity, value, required handling and any temperature requirements, before collection.
• Disclose any dangerous goods in writing when requesting a quote, including their class and quantity (see section 7). Failing to declare dangerous goods is a serious safety and legal issue.
• Provide the goods in correct, compliant primary packaging: sealed, leak-proof and labelled, suitable for their contents. We provide transport, temperature control and secondary handling; we do not supply or verify primary containment (for example, specimen tubes, vials or sealed pharmaceutical packaging).
• Provide accurate pickup and delivery addresses and contact details, with safe and lawful access, and ensure an authorised person is available to hand over and receive the goods within the agreed windows.
• Hold any licences, permits or approvals required for you to consign the goods.

If goods are misdeclared, unsafely packaged or unlawful, we may refuse, suspend, re-quote or return the consignment at your cost. You are responsible for any loss, cost or delay caused by inaccurate declarations, non-compliant packaging or undeclared dangerous goods, and we may recover those costs from you.

5. Our services and what we provide

MedPulse Logistics provides specialised, door-to-door medical courier services across Sydney metro and regional NSW, including: pharmaceutical transport (ambient and 2–8°C cold chain), blood samples and specimens with chain-of-custody handling, medical devices and equipment, clinical trial logistics, licensed medical dangerous goods transport under ADG7, NDIS equipment delivery and participant transport, and prescription or medical device deliveries to individuals and households.

On every job we provide: TGA-aligned handling procedures, a GPS-tracked vehicle, continuous temperature logging where required, proof of delivery, and chain-of-custody documentation for specimens. Goods are signed for at each handover, from collection to delivery.

Acceptance of a consignment happens at pickup. We may inspect the outer packaging before accepting, and we may refuse a consignment that appears unsafe, leaking, misdeclared, inadequately packaged or outside the scope of our licences. If we refuse at pickup after attending, the call-out fee still applies.

MedPulse Logistics is a sole-operator business, which keeps handling consistent and accountable but means capacity is finite. Pickup and delivery times are estimates made in good faith. Traffic, weather and other factors outside our control can cause delays, so we do not guarantee specific pickup or delivery times. If a job is running late, we will keep you informed, and we will always carry out the service with due care and skill as required by the ACL.

We only transport the categories of goods described in our services, and we may decline any job we cannot perform safely and lawfully.

6. Temperature-controlled goods

We carry goods at ambient temperature and under 2–8°C cold chain conditions. You must tell us the required temperature range when you book. Cold chain consignments travel in temperature-controlled conditions with continuous temperature logging from pickup to delivery, and temperature records for your consignment are available on request.

Our responsibility for temperature begins when we take possession of the goods and ends at delivery. You are responsible for handing over goods already at the correct temperature and in suitable primary packaging, and the receiver is responsible for appropriate storage after delivery. We are not responsible for excursions caused by goods handed over outside the declared range, defective primary packaging, or delays at pickup or delivery points not caused by us.

If a temperature excursion is suspected while goods are in our care, we will notify you as soon as reasonably practicable, before delivery where possible, and provide the temperature log for the journey so you or the receiving facility can assess the goods. We will never quietly deliver goods we know have been compromised.

7. Dangerous goods (ADG7)

MedPulse Logistics is licensed to transport medical dangerous goods under the Australian Dangerous Goods Code, 7th edition (ADG7), limited to: Class 6.2 infectious substances (such as diagnostic specimens), Class 2 medical gases, and Class 9 dry ice used as a refrigerant. We do not carry dangerous goods outside these classes.

You must declare all dangerous goods in writing when requesting a quote, including class, UN number where known, and quantity. Dangerous goods must be classified, packaged, marked, labelled and documented in accordance with ADG7 before handover. This is the sender's legal responsibility. Compliant carriage and transport documentation during transit are ours.

We may inspect declarations and paperwork, and we will refuse any consignment that is undeclared, misdeclared or not packaged to ADG7 standards. If undeclared dangerous goods are discovered after collection, we may stop the job, safely store or return the goods at your cost, and notify authorities where the law requires it. You are liable for any loss, damage, fine or clean-up cost arising from a false or incomplete declaration.

8. NDIS services

We deliver NDIS equipment, aids and devices, and we provide participant transport in a standard, unmodified van. Before booking transport, please confirm that a standard vehicle is suitable for the participant's needs: participants must be able to enter, travel in and exit a standard vehicle safely. If you are unsure, contact us to discuss before booking. A support person is welcome to travel with the participant where seating allows.

MedPulse Logistics is not a registered NDIS provider. Our services may suit self-managed and plan-managed participants, and we provide itemised invoices to support plan claims, but we cannot advise on plan funding or claimability. You (or the participant's nominee or plan manager) are responsible for confirming that the plan covers the service before booking.

Bookings may be made by participants, their nominees, plan managers or support coordinators. These terms, including the cancellation terms in section 10, apply to NDIS bookings in the same way as all other work, and we invoice in the normal way under section 9 regardless of the funding source.

9. Pricing, GST, invoicing and payment

All work is charged at the individually quoted price. Unless a quote says otherwise, quoted prices exclude GST, and GST will be added where it applies. We issue a tax invoice on completion of the job, or monthly for approved account clients.

Each quote includes up to 15 minutes of waiting time at each pickup and delivery point. Waiting beyond 15 minutes that is not caused by us is chargeable at the wait-time rate stated in your quote.

Invoices are payable within 14 days of the invoice date, by the payment methods shown on the invoice. Individual and household deliveries may be asked to pay at or before the time of delivery. For large, multi-day or clinical trial jobs, we may require a deposit before the job is scheduled; the deposit is applied to the final invoice.

If an invoice remains unpaid after the due date, we may charge interest on the overdue amount at the RBA cash rate plus 2% per annum, calculated daily, pause new bookings until the account is settled, and recover reasonable costs of collecting the debt. We would always rather talk first. If you are having difficulty paying, contact us before the due date.

10. Cancellations, changes and failed deliveries

We understand that medical logistics can change quickly. Tell us as early as possible if you need to change or cancel (phone is fastest). Cancellation fees are:

• More than 24 hours before the booked pickup: no charge, and any deposit is refunded.
• 4 to 24 hours before pickup: 50% of the quoted call-out fee.
• Less than 4 hours before pickup, or on our arrival: 100% of the quoted call-out fee.
• After the goods have been collected: the full quoted price applies, and the goods will be returned or redirected at your reasonable direction and cost.

Changes to a confirmed booking (addresses, timing or goods) may be accommodated where practical and may require a revised quote, which we will confirm before proceeding where practicable.

If no authorised person is available at delivery, we will contact you immediately for instructions. Re-delivery or return is quoted and charged as a new job. We do not leave temperature-controlled goods, specimens or dangerous goods unattended in any circumstances; other goods may be left without a signature only where you have given us written authority to leave, and our POD photo then stands as evidence of delivery.

As a sole-operator business, in rare cases (such as illness or vehicle breakdown) we may be unable to perform a confirmed booking. If that happens, we will tell you as soon as possible and refund in full any amount you have paid for services not provided. This does not limit your rights under the ACL.

11. Liability, insurance and the Australian Consumer Law

MedPulse Logistics holds public liability insurance, goods-in-transit insurance and specific cover for temperature-controlled goods. Please declare high-value goods at the time of booking so we can confirm appropriate cover is in place for your job.

Your consumer rights come first. Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy under the ACL or any other law that cannot lawfully be excluded. If you acquire our services as a consumer under the ACL, you have guarantees that services will be provided with due care and skill, be fit for their purpose and be supplied within a reasonable time, and those guarantees always apply.

Where the law allows us to limit liability (for services not of a kind ordinarily acquired for personal, domestic or household use), our liability for a failure to comply with a consumer guarantee is limited, at our option, to supplying the services again or paying the cost of having them supplied again.

Otherwise, and to the maximum extent permitted by law: our liability for loss of or damage to a consignment is capped at the lesser of the consignment's declared value and the amount recoverable under our goods-in-transit insurance for that consignment; and we are not liable for indirect or consequential loss, including loss of profits, business interruption or loss of opportunity. These limits do not apply where the loss is caused by our fraud or where the law does not permit the limit.

We are not liable for loss or damage caused by your breach of these terms (for example inaccurate declarations, defective primary packaging, undeclared dangerous goods or goods handed over outside their declared temperature range), and you remain responsible for loss those breaches cause.

12. Claims procedure and timeframes

If something goes wrong, tell us quickly. Early notice protects perishable and time-sensitive goods and preserves the evidence needed to resolve a claim. Please check goods on delivery where practical.

1. Notify us as soon as possible: at delivery where practical, and within 24 hours for visible damage or a suspected temperature issue. Call 0405 515 978 or email info@medpulselogistics.com.au.
2. Lodge a written claim within 7 days of delivery (or of the scheduled delivery date, if the goods did not arrive) to info@medpulselogistics.com.au, quoting the proof-of-delivery reference and including the booking details, a description of the issue, photos where possible, and evidence of the value of the affected goods.
3. Keep the goods and all packaging available for inspection until the claim is resolved, unless safety or clinical requirements prevent this.

We will acknowledge your claim within 2 business days and aim to respond substantively within 14 days. Where our insurer is involved, we will keep you informed of timing. These timeframes help us investigate promptly, but they do not limit or replace any rights you have under the ACL.

13. Privacy

Medical logistics often involves personal and sensitive information, for example names on prescriptions, specimen labels or NDIS delivery details, and we treat it that way. We collect and handle personal information only as needed to provide our services, in accordance with the Privacy Act 1988 (Cth) and our Privacy Statement, available on this website.

Consignment, chain-of-custody and delivery records, including any patient-related details on packaging or paperwork, are used only to perform and evidence our services, and are kept confidential.

By booking, you confirm that you are entitled to give us any personal information included in the booking (for example, a patient's delivery address) and that the individual concerned has been made aware their information will be shared with a courier for delivery purposes. For privacy questions or requests, contact us at info@medpulselogistics.com.au.

14. Subcontracting and assignment

MedPulse Logistics is a sole-operator business: your work is ordinarily performed personally by our licensed operator. We will not subcontract the carriage of regulated goods (dangerous goods, cold chain consignments or specimens) without your prior written consent. Where we do engage a subcontractor for other work, they must hold the licences and insurance appropriate to the job, and we remain responsible to you for its performance.

You may not assign or transfer your rights under these terms without our written consent, which we will not unreasonably withhold. We may assign our rights and obligations as part of a sale or restructure of the business, and we will notify you if that affects an active booking or account.

15. Suspension and termination

We may refuse, suspend or stop a job if: continuing would be unsafe or unlawful; the goods are undeclared or misdeclared dangerous goods; the goods or packaging differ materially from your booking; a pickup or delivery site presents a safety risk; or your account has overdue invoices. We will tell you why before or when we suspend, and if we stop a job mid-transit we will store, return or redirect the goods safely and keep you informed.

For clients with ongoing arrangements, either party may end the arrangement by giving 30 days' written notice, or immediately if the other party becomes insolvent or commits a material breach that is not fixed within 14 days of written notice.

Ending an arrangement does not affect bookings already confirmed, invoices already issued, or obligations that by their nature continue, including payment, claims, liability, privacy and governing law.

16. Disputes, governing law and contact

If a problem arises, please contact us first on 0405 515 978 or at info@medpulselogistics.com.au. Most issues can be sorted out with a conversation.

If a dispute cannot be resolved informally, either party may give the other written notice of the dispute, and both parties will negotiate in good faith for 14 days. If the dispute remains unresolved, the parties will attempt mediation, for example through the NSW Small Business Commissioner or another agreed mediator, before starting court proceedings, except for urgent relief or recovery of undisputed debts.

These terms are governed by the laws of New South Wales, Australia, and the parties submit to the jurisdiction of the courts of New South Wales. Nothing in this section limits your rights under the ACL.

MedPulse Logistics · ABN 59 699 558 211 · Sydney, NSW · Phone 0405 515 978 · Email info@medpulselogistics.com.au.