Cancellation & Refund Policy

This Policy applies to bookings and services supplied by Mitchell Aaron Callagher trading as CBR Property Inspections (CBRPI, we, us or our), ABN 25 140 569 907. It forms part of our Terms & Conditions and any specifically agreed quotation, engagement letter or inspection agreement. 

Nothing in this Policy excludes, restricts or modifies rights under the Australian Consumer Law or any other right that cannot lawfully be excluded. 

Contact us as soon as possible by email at info@cbrpropertyinspections.com.au or phone on 0433 729 182. We recommend email so there is a written record. A notice received outside business hours is treated as received at 8:00 am on the next business day unless we actually acknowledge it earlier. 

For this Policy, a business day is Monday to Friday excluding public holidays applying at our business location or the inspection location. Business hours are 8:00 am to 5:00 pm. Notice is measured backwards from the confirmed appointment time.

If you cancel because you changed your mind or no longer require the service, the following maximum fees apply: 

1. More than two business days' notice: no cancellation fee. We will refund prepaid amounts for unperformed services, less any third-party expense that you specifically approved and that we cannot reasonably recover. 

2. Between one and two business days' notice: the lesser of 25% of the cancelled booking price and our reasonable net costs and loss caused by the cancellation. 

3. Less than one business day's notice, same-day cancellation or non-attendance: the lesser of 50% of the cancelled booking price and our reasonable net costs and loss caused by the cancellation. 

Reasonable net costs and loss may include time already spent preparing or reviewing documents, non-refundable third-party expenses, committed subcontractor costs, reasonable travel already undertaken and the net loss from an appointment time we could not reasonably refill, after deducting costs we saved by not performing the service. 

We may reduce or waive a cancellation fee where circumstances warrant. No fee is payable merely to obtain a refund to which you are entitled under the Australian Consumer Law.

Your first request to move an appointment made more than one business day before the confirmed appointment will not attract a rescheduling fee, subject to reasonable availability. 

A rescheduling request made one business day or less before the appointment may attract only the reasonable net costs caused by the change, capped at the cancellation fee that would otherwise apply. If the rescheduled appointment is later cancelled, any amount already charged for the same lost time will be credited so that costs are not charged twice. 

Repeated rescheduling or a material change to the property, service or timing may require a new quote. We will disclose and obtain agreement to any additional amount before confirming the change.

If we attend but cannot lawfully or safely access the property or a substantial part of the agreed scope because access was not arranged, keys or contacts are unavailable, occupants refuse entry, required induction was not disclosed, animals are not secured, or the site is unsafe, we will try to contact you and find a practical solution. 

If the service cannot proceed, it may be treated as a late cancellation, but any fee will be limited to the lesser of 50% of the booking price and our reasonable net costs and loss. Where a useful partial inspection can be completed, we will discuss whether to issue a limited report, return later for an agreed fee, or cancel the unperformed part. 

No fee applies to the extent the access or safety failure was caused by us. Where the issue arose from a third party despite you taking reasonable steps, we will consider the circumstances and minimise the charge.

If you cancel after document review, travel, inspection, analysis, report preparation, consultation or other agreed work has started, you must pay only for work reasonably performed and approved expenses incurred up to cancellation, subject to the Australian Consumer Law. 

Once the agreed service has been properly completed and the report or deliverable supplied, a change-of-mind refund is not available. This does not affect your rights if the service fails to meet a consumer guarantee or the agreed scope. 

For hourly, expert witness, insurance, dispute, custom report or advisory work, time reasonably worked and approved disbursements are payable at the agreed rates. Any unused prepaid balance will be refunded. 

You may cancel the unperformed part of a construction inspection package or multi-stage engagement. Completed work is charged at the stage allocation shown in the accepted quote or, if no allocation was stated, on a fair pro-rata basis having regard to the work performed. Approved and irrecoverable expenses may also be deducted. 

We will not retrospectively reprice completed stages at a higher standalone rate unless that consequence was clearly disclosed before booking and is reasonably necessary to protect our legitimate interests. Any cancellation fee for a reserved future appointment is calculated under section 3.

If we cannot perform a confirmed service, we will notify you promptly and offer a reasonable alternative appointment. If the alternative is not acceptable or cannot meet an expressly agreed critical timeframe, you may cancel the unperformed service and receive a refund of the amount paid for it. 

If an event outside reasonable control prevents either party from proceeding, we will work with you on a fair rescheduling or refund outcome, taking account of services already supplied and reasonable irrecoverable costs. Your statutory rights continue to apply.

Our services come with consumer guarantees that cannot be excluded where the Australian Consumer Law applies. If a failure is minor and can be remedied, we may first offer to correct or resupply the affected service within a reasonable time and without charge. 

If there is a major failure, or a minor failure is not remedied within a reasonable time, you may have the right to cancel the affected service and obtain a refund for the unconsumed portion, or keep the service and receive compensation for the reduction in value. You may also be entitled to compensation for reasonably foreseeable loss caused by the failure. 

A refund is not required under the consumer guarantees merely because you changed your mind, no longer need the service, failed to disclose a requirement, or a problem was caused by someone other than us. In those circumstances, rights depend on this Policy and the agreed booking terms. 

Approved refunds will ordinarily be made to the original payment method. We aim to initiate a refund within five business days after the amount is agreed or determined, but the bank or payment provider may take additional time to make funds available. 

We will provide a clear calculation of any deduction. A payment surcharge or processing amount will not be deducted from a refund where doing so would reduce a remedy required by law.

If you believe a fee or refund has been calculated incorrectly, contact info@cbrpropertyinspections.com.au or 0433 729 182 with the booking details and requested outcome. We will review the circumstances, work performed, costs saved and costs incurred, and 
respond within a reasonable time. 

If a consumer issue remains unresolved, you may contact the ACCC for information, Access Canberra or NSW Fair Trading as applicable, or seek independent legal advice. Nothing in this section requires you to surrender or delay a statutory right.