Refund & Cancellation Policy

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures involving goods, you may be entitled to a refund or replacement.

For major failures involving services, you may be entitled to cancel the service and receive a refund for the unused portion, or other remedies available under the Australian Consumer Law.

Where a problem is not a major failure, REVS Property will provide an appropriate remedy in accordance with the Australian Consumer Law.

More information about Australian Consumer Law consumer guarantees is available from the Australian Competition and Consumer Commission (ACCC).

Where a customer simply changes their mind, decides not to proceed, or no longer requires a product or service, a refund is not automatically available unless REVS Property has offered a specific cancellation or refund entitlement.

Where a cancellation request is made, REVS Property will assess the stage of the relevant listing, service or order before determining the amount, if any, that can be refunded.

Refunds are therefore not automatically calculated solely from the original purchase price.

Where a customer requests cancellation of a property listing before work has commenced, REVS Property will assess the request and, where appropriate, refund the amount paid less any applicable payment processing or administrative costs.

Where work has already commenced, the refund will take into account services already performed and costs already incurred.

For example, if a listing has already been prepared, processed, exported to a property portal, or otherwise progressed through the REVS Property listing process, relevant costs already incurred may be deducted from any discretionary refund.

Portal listing and export costs are incurred by REVS Property when a listing is processed for publication and may therefore be non-refundable once that process has occurred.

The amount of any refund will be determined by REVS Property after reviewing the actual stage of the listing and costs incurred.

Where a customer has purchased a physical product such as a standard For Sale sign, Open House sign or Premium Photo Signboard, REVS Property will assess the order status before processing a cancellation or refund.

Where production, printing, customisation, packaging, postage or freight has already commenced or been incurred, those costs may be taken into account when determining any discretionary refund.

Customised or personalised products may have limited cancellation options once production has commenced.

This does not affect any rights the customer may have under the Australian Consumer Law where a product has a fault, does not match its description, is not of acceptable quality or otherwise fails to meet a consumer guarantee.

Add-on services are assessed according to the stage of processing.

Where an add-on has not been commenced or processed, REVS Property will generally refund the amount paid less any applicable payment processing or administrative cost.

Where work has commenced, the amount of work completed and any third-party or production costs already incurred will be taken into account.

Examples include design work, proof preparation, printing, production, freight, advertising setup or other work required to fulfil the purchased service.

Where an add-on has been completed or substantially completed, a refund may not be available for change-of-mind requests, subject to the customer's rights under the Australian Consumer Law.

Products such as brochures, photo signboards and other customised materials require customer information, design work and approval before production.

Once a customer has confirmed a final proof and production has commenced, cancellation may result in production and design costs being deducted from any discretionary refund.

Customers are responsible for checking and approving their final proof before production.

This does not affect statutory rights relating to faulty or defective products or services.

Where a floorplan or other digital service requires customer information, design work or preparation, the stage of work completed will be considered when a cancellation or refund is requested.

If the service has not commenced, REVS Property will assess the request for a refund less any applicable payment processing or administrative costs.

Where design or production work has commenced, the work already performed may be taken into account.

Once the completed digital product has been supplied to the customer or uploaded to their listing, a change-of-mind refund may not be available, subject to Australian Consumer Law.

Where a professional service has not commenced, REVS Property will assess a cancellation request based on the circumstances and any costs already incurred.

Where work has commenced, the work already performed may be taken into account when determining any discretionary refund.

Where a service has been completed, a change-of-mind refund will generally not be available unless otherwise stated or required by law.

Nothing in this section limits any rights available under the Australian Consumer Law.

All refund requests are reviewed by REVS Property administration.

This allows REVS Property to establish:

• what was purchased;
• whether the order has commenced;
• what work has been completed;
• whether a property listing has been prepared or exported;
• whether portal fees have been incurred;
• whether a physical product has entered production;
• whether printing or design work has commenced;
• whether postage or freight has been incurred;
• whether a third-party cost has been incurred; and
• whether any consumer guarantee or other legal entitlement applies.

This assessment is intended to ensure that refunds are calculated fairly and reflect the actual stage and costs associated with the customer's order.

Where permitted by law and applicable to the circumstances, reasonable payment processing or administrative costs actually incurred by REVS Property may be taken into account when processing a discretionary cancellation refund.

REVS Property will not use this provision to reduce a refund where the Australian Consumer Law requires a full refund or otherwise prohibits such a deduction.

Refund requests should be submitted to:

admin@revsproperty.com.au

Please include your name, property address where applicable, order or listing details, the item or service purchased and the reason for your request.

REVS Property may request additional information where necessary to assess the request.

Once a refund has been approved, REVS Property will process the approved amount through the applicable payment method where reasonably practicable.

The time for the funds to appear in the customer's account may depend on the payment provider or financial institution.

Each discretionary cancellation request will be considered according to the actual circumstances and stage of the relevant order or listing.

Where a customer believes that a product or service has failed to meet an Australian Consumer Law guarantee, the matter will be assessed separately from a simple change-of-mind cancellation.

Nothing in this policy limits any rights available to consumers under Australian law.