Frequently asked questions
Everything families and referrers ask
Shipping, turnaround, costs, privacy and how reporting works. Can’t find your
answer? Get in touch.
General
Do you ship anywhere in Australia?
Yes. We can ship kits to children anywhere in Australia. Return postage is included in the price, so there are no extra mailing costs for families.
Do you offer returns or refunds?
You can cancel with a refund any time before a kit is dispatched. If a child’s clinical needs change, we’ll work with the referrer to adjust the plan.
Is Heali-ox an Australian company?
Yes. Heali-ox is run by an Australian team of doctors, technology and device experts. Staff are Australia-based and we comply with the Australian Privacy Principles.
What if we have difficulty doing the test at home?
We provide tailored video instructions and phone support to help families complete the study successfully, aiming for a high rate of adequate recordings.
Is there a Medicare rebate available?
Yes – as of July 1st 2026, there is a Medicare rebate available for the V3 and V4 home sleep study reports. The V1/V2 oximetry only studies do not attract a rebate. This means the level 2 sleep study can be bulk billed. All initial assessment associated Sleep/ENT telehealth appointments are also bulk-billed. However, the Home delivered kits themselves attract a non-rebateable private fee.
Is my child’s data private?
Yes. Data are stored securely, accessible only to authorised team members, and results are sent directly to the referring clinic.
Are your kits and devices TGA approved?
Yes. Our devices are individually registered with the Therapeutic Goods Administration, and our kits are registered and approved for their indicated use.
Service & reporting
What are typical turnaround times?
Usually 7–10 days for V1 (oximetry) and V2 (comprehensive screening), and 7–14 days for V3 (Level-2 diagnostic), from kit dispatch and return to reported results.
Which signals does the Level-2 diagnostic kit (V3) record?
V3 records oximetry, heart rate, airflow, RIP effort, snore, body position, ECG and bruxism, with EEG used in the workflow to enable diagnostic reporting by a sleep physician.
Who reports the studies?
- V1 / V2: oximetry is reported by a paediatric sleep/respiratory physician.
- V2 / V3: the mouth, tonsil and oral video is reviewed by an ENT surgeon (specialty-specific video reporting is withheld where it would duplicate the referrer’s own assessment).
- V3: the full Level-2 study is sleep-scientist and sleep-physician reported, with diagnostic metrics and management guidance.
How much do the kits cost?
With a valid referral, the kit fee is the only amount the family pays – a private, non-rebatable charge that includes all components of the kit, sleep technician analysis and return postage. The specialist telehealth consults are bulk-billed, and the level-2 diagnostic study specialist report (V3) is bulk-billed too, so there nothing else to pay and nothing to claim back . Indicative kit fees: V1 $440, V2 $550, V3 $550, V4 $510. Prices may change without notice.
Do families get a telehealth consult?
Yes. V2, V3, V4 include initial telehealth consultation with a paediatric sleep physician — a review up front to select the right kit. Before the up-front review, we send a short sleep, ENT, dental and general-health questionnaire for the family to complete. V2 and V3 kits also include a post-kit ENT telehealth review to discuss the results and any next steps.
What if my child needs a local, face-to-face ENT review for surgery?
We’re building a national network of trusted preferred ENT partners who offer a review (telehealth or face-to-face) within two weeks of receiving a Heali-ox referral, and expedited local surgical care where appropriate. See our preferred partners on the Meet the Team page. These further appointments will be billed at the specialist’s standard fees and discretion.
What If My Child Needs a Sleep Physician review for treatment?
Your family can elect to continue to see one of our Paediatric Sleep Physicians privately for ongoing care where required. This can be done via Telehealth or in-person, depending on your location. These ongoing appointments will be billed privately and at the specialist’s standard fees and discretion.
What if my child needs a local dental review for treatment?
We’re building a national network of trusted preferred dental partners who offer a review (telehealth or face-to-face) within two weeks of receiving a Heali-ox referral, and expedited local dental care where appropriate. These ongoing appointments will be billed privately and at the specialist’s standard fees and discretion.
Can Heali-ox prescribe medicines for my child?
Yes. Where the Heali-ox clinician feels a medication is appropriate — such as a nasal steroid spray — they can provide an e-script so treatment can start immediately.
Still have a question?
We’re happy to help families and referrers — get in touch any time.