Refund policy

1. Overview

At Groundfix, we strive to provide high-quality products and services. This Refund Policy explains how we handle refunds, cancellations, and exchanges for purchases made through our website www.groundfix.com.au.

This policy applies to all customers purchasing products or services directly from the Website.

2. Australian Consumer Law (ACL) Rights

Under the Australian Consumer Law (ACL), consumers are entitled to certain guarantees, including:

  • Goods must be of acceptable quality, fit for purpose, and match the description provided
  • Services must be provided with due care and skill, and delivered within a reasonable time

If your purchase does not meet these guarantees, you may be entitled to a refund, repair, or replacement, even if our standard refund policy would not otherwise apply.

3. When Refunds Are Available

Refunds may be issued in the following circumstances:

  • You receive a damaged, defective, or incorrect service
  • Services are not delivered as described or with reasonable care and skill
  • You cancel a service or order in accordance with our cancellation terms

Refunds will generally be processed to the original payment method unless otherwise agreed.

4. How to Request a Refund

To request a refund:

  1. Contact us within 7 days of receiving your service at:
    Email: contact@groundfix.com.au
    Phone: 0430.081.404
  2. Provide:
    • Your order number
    • Details of the product/service
    • Reason for the refund request
  3. Our team will review your request and respond within 2 business days.

5. Non-Refundable Items / Services

Some items or services may not be eligible for a refund, including:

  • Services marked as final 
  • Change of mind (unless required by ACL rights)
  • Services that have already been fully delivered

6. Cancellations

  • Service bookings: You may cancel service bookings up to  48 hours before the scheduled time for a full refund.
  • Late cancellations: Cancellations made after this timeframe may incur a cancellation fee.

7. Exchanges

If a service is defective or damaged, you may request an exchange instead of a refund. The replacement will be provided once the returned product is received and inspected.

8. Refund Processing

Refunds will be processed within 2 business days after approval. The time taken to appear in your account may vary depending on your bank or payment provider.

9. Contact Us

For all refund or cancellation enquiries:

Email: contact@groundfix.com.au
Phone: 0430.081.404
Address: 291 Bowen Tce, New Farm QLD 4005