Refund Policy.
Last updated 4 October 2026
You pay before your appraisal is prepared, so here's exactly what happens if something doesn't go to plan. Nothing in this policy limits your rights under the Australian Consumer Law.
If you don't finish paying
Nothing is charged. Your details and documents are kept for 24 hours so you can pay later without uploading them again, then deleted.
If your appraisal doesn't finish
Occasionally an appraisal can't be completed, for example because of a technical fault. If that happens we'll email you, and you can either run it again at no cost (open it from My appraisals and choose "Re-run for free") or ask for a full refund.
If you forgot a document
Every appraisal includes one free re-run within 7 days of paying, for the same business. Open your appraisal and choose "Re-run for free", then upload your documents again.
If something's wrong with your report
If your report has a significant problem caused by us, such as figures that don't match the documents you gave us, email hello@ausbrokers.au within 14 days. We'll look at it and either correct it at no cost or refund you.
Before you do, check the "Edit report text" option: you can reword any part of your report yourself at any time.
Change of mind
Your appraisal is prepared as soon as you pay, and preparing it costs us money, so once it has been prepared we don't give refunds for a change of mind. An appraisal is an estimate: a different figure from the one you expected isn't a fault in itself. This doesn't affect your rights if the service fails to meet a consumer guarantee.
How refunds are paid
Refunds go back to the card you paid with, through Stripe. They usually appear within 5–10 business days, depending on your bank.
How to ask
Email hello@ausbrokers.au with the business name and the email address you used. We'll reply within 2 business days.