Refund policy

RETURNS & REFUNDS POLICY

1. OVERVIEW

This policy explains how returns and refunds work for our property resilience reports ("Reports") and consulting services. It forms part of, and should be read together with, our Terms of Service.

Because our Reports are custom professional deliverables prepared for a specific property, and our consultations reserve time specifically for you, our products and services are personalised and delivered digitally. This affects when refunds are available, as explained below.

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law ("ACL").

2. YOUR RIGHTS UNDER THE AUSTRALIAN CONSUMER LAW

Our products and services come with guarantees that cannot be excluded under the ACL, including that services will be provided with due care and skill, will be fit for any purpose you made known to us, and will be supplied within a reasonable time.

If we fail to meet a consumer guarantee:

for a major failure, you are entitled to cancel the service and obtain a refund for the unused portion, or to compensation for the reduced value of the service; and
for a failure that is not major, you are entitled to have the problem fixed within a reasonable time (for our Resilience Reports, this will usually mean correcting and re-issuing the Report at no cost to you).

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure, subject to the limitations in our Terms of Service to the extent permitted by law.

3. CHANGE OF MIND

Before work has commenced. If you change your mind after placing an order for a Report and we have not yet commenced preparing it, contact us and we will cancel the order and refund you in full.

After work has commenced or the Report has been delivered. Because each Report is custom work prepared specifically for your property, we do not offer refunds for change of mind once preparation has commenced or once the Report has been delivered. This does not affect your ACL rights described in Section 2.

4. NON-DELIVERY

If you do not receive your Report within the stated timeframe, check your junk/spam folder first, then contact us at contact@greenbuildingconsultants.com.au. We will re-send the Report or otherwise ensure delivery. If we are unable to deliver your Report, you are entitled to a full refund.

Please note that delivery timeframes run from the date we receive complete and accurate property information from you. Delays caused by incomplete or incorrect information do not constitute non-delivery.

5. PROBLEMS WITH A REPORT

Errors on our part. If you believe a Report contains an error or does not meet the agreed scope, contact us within 14 days of delivery with details of the issue. If the issue results from our failure to exercise due care and skill, we will correct and re-issue the Report at no cost, or, where the failure is major, refund you in accordance with the ACL.

Issues arising from information you supplied. A Report is prepared in reliance on the information you provide and on publicly available data, as set out in our Terms of Service. If a Report needs to be amended because the information you supplied was inaccurate, incomplete, or has changed, this is not a fault in the Report. We can prepare an amended Report for an additional fee quoted at the time.

Outcomes are not faults. A Report assesses risk and recommends measures; it cannot eliminate risk. The occurrence of a hazard event, or a recommendation not producing a particular outcome, is not of itself a failure of the Report (see Sections 3 and 15 of our Terms of Service). Your ACL rights are unaffected where a Report was not prepared with due care and skill.

6. CONSULTATIONS AND MEETINGS

Rescheduling. You may reschedule a booked consultation by emailing us at least 48 hours before the scheduled time, subject to availability, at no charge.

Cancellation by you. If you cancel a consultation at least 48 hours before the scheduled time, we will refund you in full. Cancellations with less notice, and no-shows, are not refundable, because the time was reserved specifically for you — except where a refund is required under the ACL.

Cancellation by us. If we need to cancel or cannot attend a consultation, you may choose between rescheduling at no cost or a full refund.

7. HOW TO REQUEST A REFUND

Email contact@greenbuildingconsultants.com.au with:

your order number and the email address used for the purchase;
the property address (for Reports); and
a description of the issue.

We aim to respond within 2 business days. If a refund is approved, it will be processed to your original payment method. Depending on your payment provider, it may take 5–10 business days to appear.