Helping Hands Property Care – Refund & Service Completion Policy
Effective Date: 1/09/2025
Business Name: Helping Hands Property Care
ABN: 26 289 513 517
1. Commitment to Quality Service
Helping Hands Property Care (“we”, “our”, “us”) is committed to delivering lawn care, gardening, property assistance, and other agreed services with professionalism, care, and in accordance with the written service agreement provided to each customer (“you”, “your”).
We operate under the Australian Consumer Law (ACL), which guarantees that services must be delivered with due care and skill, be fit for their stated purpose, and align with the description given to you.
2. Refund Policy
2.1 General Services (One-Off or Project-Based Work)
We do not provide refunds once work has commenced or has been completed in part or full.
If, for any reason, work is left incomplete, we will return and complete the service at no additional cost to you, until the scope of work matches what was agreed in writing.
Refunds will not be provided in situations where:
Work has been started but not completed on the agreed date due to weather, property access issues, or other circumstances outside our control.
You change your mind after services have commenced.
Dissatisfaction is based on personal preference rather than failure to follow the written service agreement.
2.2 Subscription Services (Recurring Work)
Subscription fees are billed on a monthly basis.
Refunds will only be provided if:
No work at all was performed during the billing period, and
You submit a written refund request within 14 days of the billing cycle ending.
If some work has been completed in the subscription period, no refunds will be issued. Instead, we will return and complete the remaining services as per the subscription plan.
Subscription cancellations must be made in writing at least 7 days prior to the next billing cycle to avoid further charges.
3. Service Completion Guarantee
If our work is not completed to the scope outlined in the written service agreement, we will continue working at no further cost until it is.
This guarantee applies only to the specific tasks and services listed in your agreement.
It does not extend to additional services, changes in scope, or tasks requested after the original agreement.
4. Limitations of Liability
To the fullest extent permitted by law:
Helping Hands Property Care will not be liable for indirect, incidental, or consequential loss, including (but not limited to) loss of profit, damage to property outside the agreed service area, or dissatisfaction arising from personal expectations beyond the written scope.
We are not responsible for delays caused by weather, lack of property access, unsafe work conditions, or circumstances outside our control.
Our total liability, whether under contract, tort, or otherwise, is limited to resupplying the services or covering the reasonable cost of having the services supplied again, as required under the ACL.
5. Your Responsibilities as a Customer
You must provide safe, clear, and reasonable access to the property for our team to complete the agreed work.
You must ensure pets, vehicles, and personal belongings are secured or relocated where they may interfere with services.
If access is denied or unsafe, we reserve the right to reschedule or cancel the service without refund.
6. Australian Consumer Law Rights
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. If services fail to meet ACL consumer guarantees, you are entitled to remedies such as resupply of services or compensation for major failures.
7. Contact
For refund requests, cancellations, or service concerns, please contact:
Helping Hands Property Care
Phone: 0478 005 968
Email: book@hhcanberra.com