1. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies consumer guarantees or remedies that cannot lawfully be excluded under Australian Consumer Law.
2. Before a report credit is used
You may request cancellation of an unused report credit within seven days of purchase. If approved, the amount paid for the unused credit will be refunded to the original payment method. Payment-processing fees will not be deducted where doing so would conflict with applicable law.
3. After report generation starts
Because the service is digital and incurs data and processing costs, a change-of-mind refund is generally unavailable after a report credit has been applied to an address or report generation has begun.
4. Duplicate payment
If you are charged more than once for the same intended purchase, contact HouseWorthy with the Stripe receipt references. A verified duplicate charge will be refunded.
5. Incorrect address entered
You are responsible for checking the selected address and returned property before starting a paid report. If no paid processing has begun, support may transfer the credit to the intended address. Once processing has begun, correction or replacement will depend on the circumstances and recoverable source costs.
6. Technical or service failure
If HouseWorthy cannot provide the purchased report because of a service failure, it may re-run the report, provide a replacement credit or issue a refund. Temporary absence of a particular third-party source does not automatically make the entire report unusable where the service clearly records that limitation.
7. Report information and dissatisfaction
A report is not refundable solely because it identifies no major issues, contains an adverse finding, differs from an expectation, or records information as unavailable. Contact support if the report is for the wrong property, materially corrupted or does not provide the purchased service.
8. Three-report package
Any approved change-of-mind refund for a partially used package will account for reports already used at the applicable single-report price, subject to Australian Consumer Law. Unused package credits expire 90 days after purchase unless otherwise stated.
9. Processing refunds
Approved refunds are returned through Stripe to the original payment method. Bank processing time is outside HouseWorthy’s control.
10. Requesting assistance
Email support@houseworthy.com.au with your name, purchase email, Stripe receipt or payment reference, purchase date, property address and reason for the request. Do not send card details.