Cancellations and refunds

Draft for professional review. The timeframes and amounts below are proposals. Confirm them before launch; once published, you must honour them.

Before you pay

Requesting a viewing is free. If we can’t arrange access, or you decide not to go ahead with the confirmed price, there’s nothing to cancel and nothing to pay.

If you cancel a paid booking

• More than [24 hours] before the visit: full refund.
• Less than [24 hours] before the visit: refund less a cancellation fee of [A$__], which reflects time already committed.
• After we’ve attended: no change-of-mind refund, because the service has been provided.

If the viewing can’t go ahead for reasons outside your control

For example, the agent cancels, the property goes under contract or is leased before we visit, or access is withdrawn. You can choose a full refund or move the booking to another property.

If we cancel

If we can’t attend (for example, illness or unsafe weather), we’ll offer another time. If that doesn’t work for you, you’ll receive a full refund.

Partial access

If parts of a property can’t be accessed on the day at the occupant’s or agent’s request, we capture what we can and note what we couldn’t in your viewing. This is not usually grounds for a refund, but contact us if the limitation significantly affected what you received.

Aerial add-on

If we can’t fly for legal, safety, weather or permission reasons, the aerial add-on is refunded.

How refunds are paid

Refunds go back to the original payment method through Stripe and usually appear within 5–10 business days.

Your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If there’s a major problem with the service, you’re entitled to cancel and receive a refund, or compensation for the drop in value. Nothing in this policy limits those rights.

Draft version 0.1 · prepared 2026