Refund Policy

This Refund Policy complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

1. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, you have guaranteed rights including:

• A refund or replacement if a service has a major problem
• Compensation for any other reasonably foreseeable loss or damage
• Repair or having the service supplied again if the problem can be fixed

These rights cannot be excluded, restricted, or modified by any agreement.

2. Our Satisfaction Guarantee

We stand behind the quality of our work. If you are not satisfied with our service:

• Contact us within 24 hours of service completion
• We will arrange a free re-service to address the issue
• If re-service does not resolve the problem, we will discuss further options

3. Refund Eligibility

Refunds may be provided in the following circumstances:

• Major failure of service: You are entitled to a refund if the service has a major problem (e.g., service not fit for purpose, unsafe, or significantly different from what was agreed)
• Minor issues: For minor problems, we will offer to fix the issue within a reasonable time. If we fail to do so, you may be entitled to a refund
• Service not provided: Full refund if we cancel and cannot reschedule within a reasonable timeframe

4. Refund Process

To request a refund:

• Contact us within 24 hours of service completion via phone (0468 691 073) or our Contact page
• Provide details of the issue and photos if applicable
• We will assess the situation within 1 business day
• Approved refunds will be processed within 5-10 business days to the original payment method

5. Subscription Cancellations (Maintenance Packages)

For recurring maintenance package subscriptions:

• You may cancel your subscription at any time with 30 days' notice
• No refunds are provided for partial billing months
• Services scheduled before cancellation will be honored
• Refunds for subscription payments are only provided where required by Australian Consumer Law

6. Non-Refundable Items

The following are generally non-refundable:

• Deposits for large or commercial jobs (clearly communicated before booking)
• Cancellation fees (see Cancellation Policy)
• Services where the customer changed their mind (unless required by ACL)
• Damage caused by customer negligence or pre-existing conditions

7. Discretionary Refunds

Beyond ACL requirements, we may offer partial or full refunds at our discretion based on:

• The severity of the issue
• Whether the issue was reported promptly
• Our ability to rectify the problem
• Customer communication and cooperation

8. Payment Disputes

If you dispute a charge:

• Contact us first to resolve the issue directly
• We will work with you to find a fair resolution
• If unresolved, you may contact your bank or Stripe support
• We reserve the right to dispute chargebacks that are not justified

9. Contact Us

For refund requests or questions:

• Phone: 0468 691 073
• Location: Shepparton, Victoria
• Email: Available via our Contact page

This policy complies with the Competition and Consumer Act 2010 (Cth) and Australian Consumer Law. Last updated: 26 May 2026