Refund Policy

1. About This Policy

This Refund Policy applies to all services purchased from or provided by BrightForgeStudio Pty Ltd (ABN 48 159 327 614), operating from 125 York Street, Sydney, NSW 2000, Australia. The services covered include, but are not limited to, garden design consultations, landscape design packages, lawn care subscriptions, seasonal maintenance plans, irrigation system installations, hardscaping projects, and plant selection advisory sessions.

This policy should be read in conjunction with our Terms of Service and Privacy Policy. Where there is any conflict between this Refund Policy and our Terms of Service, the Terms of Service will take precedence unless the matter specifically relates to refund eligibility or processing timelines described here.

We recognise our obligations under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) and nothing in this policy is intended to limit or exclude any rights you have under that legislation. Where a service fails to meet the consumer guarantees set out in Australian Consumer Law, you may be entitled to a remedy regardless of the conditions stated in this policy.

2. Consultation Services

2.1 Complimentary Consultations

Our initial on-site consultation is provided at no charge to new clients. Because no payment is collected for this service, no refund applies. If you need to reschedule a complimentary consultation, please contact us at least 24 hours before your scheduled appointment time, and we will arrange an alternative date at no cost.

2.2 Paid Consultation and Design Packages

If you have purchased a paid consultation or design package (such as our Detailed Landscape Design service, which includes 3D renderings and written plant schedules), the following refund conditions apply:

• Full refund: If you cancel your booking more than 48 hours before the scheduled consultation date, you are entitled to a full refund of the amount paid. The refund will be processed within 10 business days to the original payment method.
• 50% refund: If you cancel between 24 and 48 hours before the scheduled consultation date, a 50% refund will be issued. This partial deduction covers the preparation work our design team completes prior to on-site visits, including property research, aerial photography review, and preliminary concept sketching.
• No refund: Cancellations made less than 24 hours before the appointment, or failure to be present at the property at the agreed time without prior notice, are not eligible for a refund. However, we will offer one complimentary rescheduling opportunity where possible.

If you have received the completed design deliverables (plans, drawings, or digital files) and are dissatisfied with the quality or accuracy of the work, please contact us within 14 days of delivery. We will review the concern and, where appropriate, offer revisions at no additional cost or a partial refund proportional to the undelivered or unsatisfactory component of the package.

3. Landscaping and Installation Projects

3.1 Deposits

Most landscaping and installation projects require a deposit of between 20% and 40% of the total quoted price before work commences. This deposit secures your place in our project schedule and covers the cost of material ordering, equipment allocation, and crew scheduling. Deposit refund terms are as follows:

• Before materials are ordered: If you cancel the project before we have ordered materials or allocated crew, you will receive a full deposit refund minus a $150 administration fee to cover project planning costs already incurred.
• After materials are ordered but before work begins: If materials have already been purchased or custom-ordered on your behalf, the cost of those materials (including any restocking fees from suppliers) will be deducted from the refundable deposit amount. Any remaining balance will be refunded within 14 business days.
• After work has commenced: Once physical work has started on your property, the deposit is non-refundable, as it will have been applied toward labour and material costs already incurred. Please see Section 3.2 for information about cancelling active projects.

3.2 Cancellation of Active Projects

If you decide to cancel a landscaping project after work has commenced, you will be billed for all work completed up to the date of cancellation, all materials already delivered to or installed on your property, and any non-cancellable orders placed with third-party suppliers on your behalf. We will provide a detailed breakdown of costs incurred, and any prepaid amount exceeding these costs will be refunded within 14 business days.

We ask that cancellation requests be submitted in writing via email to [email protected] so that both parties have a clear record. Our project manager will acknowledge receipt within one business day and arrange a final site inspection to document the current state of the work.

3.3 Defective Workmanship

BrightForgeStudio stands behind the quality of our work. All landscaping installations carry a 12-month workmanship warranty covering structural defects in hardscaping (retaining walls, paving, edging, decking), irrigation system leaks or malfunctions attributable to installation errors, and plant replacement where failure is due to incorrect planting technique rather than neglect or environmental factors beyond our control.

If you identify a defect within the warranty period, contact us with photographs and a description of the issue. We will arrange an inspection within five business days and, if the defect falls within our warranty scope, rectify the problem at no additional charge. Where rectification is not practical or possible, we will negotiate a fair partial refund based on the portion of the project affected.

4. Maintenance Plans and Subscriptions

4.1 Recurring Maintenance Subscriptions

Our garden maintenance plans operate on a month-to-month or quarterly prepaid basis. You may cancel a maintenance subscription at any time by providing at least 14 days written notice before the next billing cycle. If notice is given within the required period, no further charges will apply and no refund is necessary as no future payment will be taken.

If you have prepaid for a quarterly or annual maintenance plan and wish to cancel partway through, a pro-rata refund will be calculated based on the number of remaining scheduled visits that have not yet been completed. An early termination fee of $75 applies to annual plans cancelled before the halfway point to cover the discounted rate that was applied at sign-up.

4.2 Missed or Skipped Visits

If our team is unable to attend a scheduled maintenance visit due to our own scheduling error or staffing issue, we will either reschedule the visit within seven days or credit the value of that visit to your account. If we miss a visit due to severe weather conditions that make garden work unsafe or counterproductive (such as heavy rainfall or extreme heat warnings), the visit will be rescheduled at the earliest suitable opportunity at no extra cost. No refund is provided for weather-related rescheduling as the service is still delivered within the billing period.

If you need to skip a visit for personal reasons, please provide at least 48 hours notice. With adequate notice, the visit can be rescheduled within the same billing period. Without adequate notice, the visit will be counted as completed for billing purposes.

5. Plant Guarantee

Plants supplied and installed by BrightForgeStudio as part of a landscaping project are covered by our 90-day Plant Establishment Guarantee. If a plant fails to establish or dies within 90 days of installation, and you have followed the care instructions we provide at project handover (including watering schedules and fertilising recommendations), we will replace the plant at no cost to you, or issue a credit for the purchase price of that plant if the same species is unavailable.

This guarantee does not cover plant failure caused by drought (if adequate irrigation was not maintained), pest damage, animal activity, chemical exposure (such as herbicide overspray from neighbouring properties), or extreme weather events. To make a claim, send an email to [email protected] with photographs of the affected plant within 90 days of the project completion date noted on your invoice.

6. How to Request a Refund

All refund requests should be submitted in writing to ensure clarity and provide a record for both parties. You can submit a refund request through the following methods:

• Email: Send your request to [email protected] with the subject line "Refund Request" followed by your invoice or booking reference number.
• Post: Write to BrightForgeStudio Pty Ltd, 125 York Street, Sydney, NSW 2000, Australia.
• Phone: Call us on +61 2 8023 4156 during business hours (Monday to Friday, 8:00 AM to 6:00 PM AEST). We recommend following up a phone request with a written email confirmation for your records.

When submitting a refund request, please include your full name, the email address associated with your booking, your invoice or booking reference number, the date the service was provided or scheduled, a clear description of the reason for your refund request, and any supporting photographs or documentation where relevant.

7. Refund Processing Timeframes

Once we receive your refund request, we aim to acknowledge it within two business days. A decision on your request will typically be communicated within five business days of acknowledgement. In cases requiring a site inspection or further investigation, the review period may extend to 10 business days.

Approved refunds are processed as follows:

• Credit/debit card payments: Refunds are processed back to the original card within 5 to 10 business days, depending on your card issuer.
• Bank transfer payments: Refunds are processed via electronic funds transfer (EFT) within 5 to 7 business days to the account from which the original payment was made.
• Cash payments: Where the original payment was made in cash, the refund will be issued via EFT to a nominated bank account, or by cheque if you prefer. Please allow up to 14 business days for cheque delivery.

8. Exceptions and Non-Refundable Items

The following items and circumstances are generally not eligible for refunds:

• Services that have been fully delivered and accepted by the client without objection at the time of completion.
• Custom-made or custom-ordered materials that cannot be returned to suppliers (such as cut-to-size stone, custom timber structures, or special-order plants not commonly stocked).
• Damage to plants, turf, or garden features caused by client actions, third-party interference, or events beyond our control after project handover.
• Dissatisfaction with natural plant growth patterns, seasonal changes in plant appearance, or natural variations in stone, timber, or other organic materials, as these are inherent characteristics rather than defects.
• Changes in personal preference or design taste after the approved plan has been executed to specification.

If you believe an exception should apply to your situation, please contact us to discuss. We review each case individually and aim to find a reasonable resolution wherever possible.

9. Dispute Resolution

If you are not satisfied with the outcome of your refund request, we encourage you to raise the matter with our management team by emailing [email protected] with "Dispute" in the subject line. Our senior management will review the case independently and provide a response within 10 business days.

If we are unable to resolve the dispute internally, you may wish to contact NSW Fair Trading (phone: 13 32 20, website: fairtrading.nsw.gov.au) or the Australian Competition and Consumer Commission (ACCC) for assistance. You also have the option of pursuing the matter through the NSW Civil and Administrative Tribunal (NCAT) or your local equivalent if you reside in a different state or territory.

10. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, services must be provided with due care and skill, be fit for the purpose specified by the consumer (where that purpose was communicated to us), and be delivered within a reasonable time. If a service fails to meet these guarantees, you may be entitled to a remedy including having the service re-performed at no cost, a refund for the amount paid for the defective portion, or compensation for any consequential loss, depending on the nature and severity of the failure.

Nothing in this Refund Policy limits, excludes, or modifies any consumer guarantee rights you hold under Australian Consumer Law. Our policy is designed to complement those statutory protections and provide additional clarity on our internal procedures.

11. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices, service offerings, or legal requirements. The updated policy will be published on this page with a revised "Last Updated" date. Material changes will be communicated to existing clients with active service agreements via email at least 14 days before the changes take effect. We recommend checking this page periodically to stay informed.

12. Contact Us

If you have questions about this Refund Policy or need assistance with a refund request, please get in touch with us using the details below: