Last updated 24 September 2026
This policy explains how AussnestWA Pty Ltd (ABN 79 701 269 829, ACN 701 269 829) (“AussnestWA”, “we”, “us”) handles cancellations, rescheduling, refunds and monitoring subscriptions. It should be read together with our Terms & Conditions.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not provided with due care and skill, or is not fit for the purpose you told us about, you may be entitled to a remedy. Nothing in this policy limits those rights. The terms below apply in addition to them.
Rescheduling. You can reschedule your assessment free of charge if you give us at least 24 hours’ notice before your booked time. Just reply to your booking confirmation or contact us and we’ll find you a new slot. If you ask to change the date with less than 24 hours’ notice, the same call-out fee as a late cancellation may apply (see below).
Cancelling before the visit. If you cancel with at least 24 hours’ notice, you receive a full refund of any fee paid. If you cancel with less than 24 hours’ notice, we retain a $40 call-out fee to cover the time reserved for you and travel, and refund the rest. If no one is home for the booked visit and we are unable to carry out the assessment (a “no-show”), we retain 50% of the fee, as the reserved time and travel cannot be recovered; the balance is refunded.
If we cancel or cannot attend. If we cancel or are unable to attend at the booked time and cannot offer you a suitable alternative, you receive a full refund.
After the assessment is delivered. Once we have carried out the assessment and provided your report, the service has been performed and the fee is non-refundable, except where you have rights under the Australian Consumer Law (see Section 1). If you are not satisfied with the assessment, contact us first — we will work with you to put it right.
Billing. Monthly monitoring is billed in advance each month and renews automatically until you cancel. Prices are in Australian dollars and include GST where applicable.
Cancelling. You can cancel your subscription at any time — there is no lock-in contract. Cancellation takes effect at the end of the current paid month, and you will not be billed again after that.
Part-months. We do not provide partial-month refunds for a month already started, except where required by law. Your monitoring continues until the end of the month you have paid for.
Equipment. Where your plan includes a monitoring device that remains our property (a loan), you agree to return it, or allow us to collect it, within 14 days of cancellation. A fee may apply for a device that is not returned or is returned damaged.
Price changes. We may change subscription prices with at least 30 days’ notice by email. If you do not accept a change, you may cancel before it takes effect.
Contact us at support@aussnestwa.com.au or 0455 451 243 with your name and booking or subscription details. We aim to respond within 2 business days. Approved refunds are made to your original payment method, normally within 5–10 business days.
Payments are processed securely by our payment provider (Stripe). We do not store your full card details. Refunds are returned through the same provider to the card or account used for payment.