Refund Policy

1. Introduction and Scope

This Refund Policy applies to all gardening, landscaping, outdoor maintenance, and related services provided by NovaBridgeDigital Pty Ltd (ABN 12 345 678 901), operating through the website novabridgedigital.cyou. It covers one-off service bookings, ongoing maintenance plans, consultation fees, and any pre-paid service packages purchased through our platform.

NovaBridgeDigital is registered in New South Wales, Australia, with its principal office at 100 Harris Street, Pyrmont NSW 2009. When you engage our services, you enter into a service agreement governed by Australian law. This Refund Policy forms part of that agreement and should be read together with our Terms of Service.

Nothing in this policy limits, excludes, or overrides the guarantees, rights, and remedies available to you under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). Where our policy differs from the ACL, your statutory rights prevail.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, consumers have automatic guarantees when purchasing services. These guarantees cannot be excluded by contract or policy. Specifically, services supplied by NovaBridgeDigital must be:

• Provided with due care and skill: All gardening and outdoor work must be carried out to a reasonable standard expected of a qualified professional in the industry.
• Fit for a particular purpose: Where you have communicated a specific purpose or desired outcome before the service commenced, the work must be reasonably fit for that purpose.
• Provided within a reasonable time: Services must be completed within the agreed timeframe or, where no timeframe was specified, within a reasonable period.

If we fail to meet any of these consumer guarantees, you are entitled to a remedy. The type of remedy depends on whether the failure is considered major or minor. A major failure entitles you to cancel the service and receive a full refund. A minor failure entitles you to have the problem rectified within a reasonable period at no extra cost.

3. Eligibility for Refunds

You may be eligible for a full or partial refund in the following circumstances:

3.1 Service Not Delivered

If you have paid for a service and NovaBridgeDigital fails to attend at the scheduled time without prior notice, or the service is cancelled by us for any reason that is not attributable to you, you are entitled to a full refund of the amount paid for that specific service. We will process this refund within 10 business days of confirming the non-delivery.

3.2 Service Performed Below Reasonable Standard

If the gardening or outdoor work performed does not meet the standard of care and skill that a reasonable consumer would expect from a qualified professional, you may request a remedy. In the first instance, we will offer to return to your property and rectify the issue at no additional cost. If the problem cannot be fixed, or if rectification would take an unreasonable amount of time, you may be entitled to a partial or full refund proportional to the portion of the service that was unsatisfactory.

3.3 Duplicate Payments or Billing Errors

If you have been charged twice for the same service, or an incorrect amount has been debited from your account due to a system or administrative error, we will issue a full refund of the overpaid amount within 5 business days of identifying or being notified of the error. Please contact us immediately if you notice any discrepancy on your statement.

3.4 Pre-Paid Service Packages

If you have purchased a pre-paid package of multiple services (for example, a seasonal maintenance package covering four visits), you may cancel the remaining unused portion of the package and receive a pro-rata refund for services not yet delivered. The refund amount will be calculated based on the individual service rate rather than the discounted package rate, meaning the discount applies only to services already consumed. Any services already completed are non-refundable.

3.5 Consultation Fees

Initial consultations arranged through our website are provided at no charge. If you have paid for an extended consultation or a detailed landscape design assessment, refunds for these fees are available only if the consultation has not yet taken place. Once a consultation has been conducted and advice has been delivered, the fee is considered earned and is non-refundable, unless the consultation was materially deficient in quality.

4. Circumstances Where Refunds May Not Apply

While we strive to resolve every concern fairly, refunds may not be available in the following situations:

• Change of mind: If you simply change your mind after a service has been fully and satisfactorily completed, we are not obligated to provide a refund. However, we encourage you to contact us to discuss your concerns, and we will work with you to find a reasonable resolution.
• Natural outcomes beyond our control: Gardening involves living organisms and natural processes. Plant growth, survival, and appearance are influenced by factors such as weather conditions, soil quality, water availability, pest activity, and ongoing maintenance by the homeowner. If plants fail to thrive or a lawn does not respond as expected due to environmental factors outside our direct control, this does not constitute a failure of service. We will, however, offer advisory support and may recommend corrective measures.
• Failure to follow post-service care instructions: Where we provide specific after-care instructions (such as watering schedules, fertiliser application, or avoiding foot traffic on newly seeded areas) and the homeowner does not follow these recommendations, resulting outcomes are not eligible for a refund.
• Access or site condition issues: If our team is unable to complete the agreed scope of work because of access restrictions, unsafe site conditions, undisclosed hazards, or obstructions that were not communicated at the time of booking, any work completed up to that point will be charged at the agreed rate and is non-refundable.
• Late cancellation by the client: If you cancel a scheduled service with less than 24 hours' notice, a cancellation fee of up to 50% of the quoted service price may apply. This fee compensates our team for the time, travel, and scheduling disruption caused by last-minute cancellations.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team by emailing [email protected] or calling +61 2 8076 3200 during business hours (Monday to Friday, 7:00 AM to 6:00 PM AEST). Please include your full name, the date of service, a description of the issue, and any supporting evidence such as photographs.
2. Our team will acknowledge your request within 2 business days of receipt. We may ask follow-up questions or request to inspect the work on-site before making a determination.
3. We will provide our decision within 10 business days of receiving all necessary information. If a refund is approved, we will inform you of the amount and the expected processing timeline.
4. If a rectification is offered instead of a refund, we will schedule a return visit at a mutually convenient time at no extra charge. If you are still unsatisfied after rectification, you may escalate the matter (see Section 8).

6. Refund Processing and Timeframes

Once a refund has been approved, the following timeframes apply:

Refunds will be returned to the original payment method used at the time of purchase unless otherwise agreed in writing. We do not issue refunds in cash for payments made electronically. If your original payment method is no longer active (for example, an expired credit card), please inform us so we can arrange an alternative refund method.

7. Cancellation Policy

You may cancel a scheduled service at any time. However, the following conditions apply depending on when you notify us:

• More than 48 hours before the scheduled service: Full refund of any amounts pre-paid for that service. No cancellation fee applies.
• Between 24 and 48 hours before the scheduled service: Full refund minus a 25% administrative fee to cover scheduling and preparation costs.
• Less than 24 hours before the scheduled service: A cancellation fee of up to 50% of the quoted service price may be deducted. The remaining balance will be refunded.
• No-show without notice: If you are not available at the property and did not notify us of a cancellation, the full service fee may be retained. We will make reasonable attempts to contact you before departing the site.

For ongoing maintenance plans, you may cancel your plan at any time with at least 7 days' written notice before the next scheduled visit. Upon cancellation, any pre-paid amounts for future visits that have not yet occurred will be refunded on a pro-rata basis.

8. Dispute Resolution

We are committed to resolving refund disputes promptly and fairly. If you are dissatisfied with our decision regarding your refund request, the following escalation options are available:

1. Internal review: You may request a formal review of the decision by our senior management team. To do so, send a written request to [email protected] with the subject line "Refund Review Request" along with your original request reference and any additional information supporting your case. We will respond within 14 business days.
2. External mediation: If the internal review does not resolve the matter, you may seek assistance from a recognised alternative dispute resolution service or community mediation centre in your state or territory.
3. Consumer protection bodies: You retain the right to contact NSW Fair Trading, the Australian Competition and Consumer Commission (ACCC), or your local state or territory consumer affairs office at any time for guidance or to lodge a formal complaint.
4. Small claims tribunal: For unresolved disputes, you may lodge a claim with the relevant small claims tribunal in your state or territory (for example, the NSW Civil and Administrative Tribunal in New South Wales).

9. Weather-Related Service Adjustments

Outdoor gardening services are inherently weather-dependent. If a scheduled service cannot be safely or effectively performed due to severe weather conditions (heavy rain, extreme heat warnings, storms, or other hazardous conditions), we will notify you as soon as practicable and offer one of the following options:

• Rescheduling the service to the next available date at no additional cost.
• A full refund of any pre-paid amount for that specific visit if rescheduling is not suitable.

The determination of whether weather conditions warrant cancellation or postponement is made by our operations team based on Bureau of Meteorology forecasts and on-ground assessments. Safety of our team and protection of your property are the primary considerations.

10. Materials and Plant Purchases

Where our services include the supply of materials such as mulch, soil, fertiliser, plants, or hardscaping materials, the following refund conditions apply:

• Defective materials: If materials supplied by us are found to be defective, damaged, or materially different from what was agreed, we will replace them at no cost or offer a refund for the defective items.
• Plants that do not survive: While we select healthy, nursery-quality plants and install them correctly, we cannot guarantee the long-term survival of plants once they leave our care. Factors such as watering, soil conditions, sunlight exposure, and ongoing maintenance by the homeowner significantly influence plant health. We do not offer refunds for plants that fail after installation unless the failure is directly attributable to incorrect planting technique by our team, reported within 14 days of installation.
• Unused materials: If we purchase materials in advance for a project that is subsequently cancelled by you, we will refund the cost of materials only if they are returnable to the supplier. Non-returnable or custom-ordered items cannot be refunded.

11. Gift Vouchers and Promotional Credits

Gift vouchers and promotional credits issued by NovaBridgeDigital are subject to the following conditions:

• Gift vouchers purchased for monetary value are refundable for the unused balance if requested within 12 months of purchase, in accordance with Australian Consumer Law requirements regarding gift cards.
• Promotional credits, discount codes, and complimentary service vouchers issued as part of marketing campaigns hold no cash value and are not refundable.
• Services paid for using a combination of a voucher and personal funds are eligible for a refund of the personal funds component only, subject to the conditions outlined in this policy.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, business practices, or legal requirements. When we make material changes, we will update the "Last Updated" date at the top of this page and, where appropriate, notify existing clients by email at least 14 days before the changes take effect.

The version of the Refund Policy that was in effect at the time you booked or paid for a service will apply to that specific transaction, even if the policy has since been updated. We encourage you to review this page periodically to stay informed about our refund practices.

13. Contact Us About Refunds

If you have any questions about this Refund Policy or need to request a refund, please reach out to us through the following channels:

When contacting us about a refund, please have the following information ready to help us process your request efficiently: your full name, the email address used at booking, the date of the service in question, and a clear description of the issue you experienced. Photographs of the work area are particularly helpful for quality-related concerns.