Refund Policy

1. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If there is a major failure with our service, you are entitled to cancel and receive a refund for the unused portion, or to compensation for its reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage. If the failure is not a major failure, we will fix the problem within a reasonable time, and if we do not, you may be entitled to a refund. Nothing in this policy limits these rights. You can read more at accc.gov.au.

2. If we have made a mistake

If your certificate contains an error that we made, contact us and we will correct and re-issue it at no cost.

3. Cancelling before work starts

If you cancel before we have started the assessment, we will give you a full refund. To cancel, email hello@samedaybasix.com.au.

4. If we cannot deliver your certificate

If we cannot issue your certificate, for example because the project is outside our service (such as a new dwelling), or we cannot complete it for another reason, we will refund your payment. If the $33 NSW Government registration fee has already been paid, that amount is deducted from the refund.

5. If we miss same-day delivery

If you paid for your order before 3pm (Sydney time) on a business day, Monday to Friday, gave us complete information, and we do not deliver your certificate that same business day for reasons within our control, you can choose either a refund or 50% off the service price.

6. After your certificate has been registered

Once your certificate has been registered, we do not give refunds for change of mind or other reasons. This does not affect the missed same-day delivery option in section 5 or your rights under the Australian Consumer Law in section 1, which cannot be excluded. The $33 NSW Government registration fee is only refunded if it has not yet been processed.

7. Changes to your project

If your design changes, you can use the one free revision included with your order within 60 days of issue, as set out in our Terms of Service. A revision covers the same project and the same property only, and any extra cost, including any additional NSW Government fee, is passed on to you. A change of design is not by itself a reason for a refund.

8. How to ask for a refund

Email hello@samedaybasix.com.au with your name, the property address and the reason for your request. Approved refunds are paid to the card you used at checkout within 10 business days of approval.

9. Contact us

Same Day Basix (AustechHub Pty Ltd, ABN 59 671 673 555). Email hello@samedaybasix.com.au or call 0468 057 299, Monday to Friday, 8am to 6pm Sydney time.