Cancellation and refunds

Subscriptions

Month to month, no lock-in. Cancel any time. Cancellation takes effect at the end of the period you have already paid for, and you keep access until then. Part-months are not refunded except where the Australian Consumer Law requires it.

Founding member pricing

Held for as long as the subscription stays active. If it lapses or is cancelled, the discount ends and the standard rate applies on re-joining.

Individual lead purchases

Not refunded on change of mind. They are replaced or credited where the lead fails the quality standard in the lead policy and is reported within 72 hours.

Customer deposits on booked work

Where a deposit is taken for booked work, the amount varies with the size of the job, what is reasonable under Australian Consumer Law for that kind of work, and what the payment provider allows. The exact amount is confirmed in writing before you pay anything — never assumed, and never a flat rule applied to every job.

Cancel more than 48 hours before the booked date and the deposit is refunded less any materials already ordered and any costs that cannot be recovered, itemised for you. Cancel inside 48 hours and reasonable costs already incurred may be retained. If the tradesperson cancels, the deposit is refunded in full.

If the work is not right

If work is not carried out with due care and skill, or does not match what was agreed, the consumer guarantees apply and you are entitled to a remedy from the tradesperson. Tell us as well — repeated complaints affect a tradesperson's standing on the service, and we cannot act on what we do not hear about.

How to ask

Use the contact form with your reference number and what went wrong. We aim to answer within two working days.