Refund Policy · Last updated 6 August 2026
When we refund or re-supply your report.
Your rights under Australian Consumer Law, plus our own pre-submission cancellation policy. Clear and fair. No runaround.
Your consumer guarantees
Australian Consumer Law comes first
BuildScore™ reports come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, our service must be provided with due care and skill and be fit for any purpose we’ve told you about. This Refund Policy sits alongside those rights. It never replaces or limits them.
If our service fails to meet a consumer guarantee, you’re entitled to a remedy. For a major failure you can choose a refund or, where applicable, terminate the services contract and recover the money paid; for a minor failure we’ll put it right, typically by correcting and re-supplying your report. Nothing in this policy affects your right to claim compensation for any reasonably foreseeable loss caused by a failure to comply with a consumer guarantee.
When we’ll refund or re-supply
The situations we’ll make right
We didn't deliver
If we don't deliver your report and can't resolve it with you, we'll refund what you paid in full.
Not as described
If your report materially isn't what we described, whether that's the wrong number of quotes or tenders scored, missing categories, or a production error on our side, we'll correct and re-supply it, or refund if we can't.
Cancel before you submit
Changed your mind before you submit and before any scoring has begun? Email us and we'll refund you in full. Work begins at submission.
Duplicate or accidental order
Paid twice or ordered the wrong report by mistake? Tell us before we start scoring and we'll refund or switch you to the right report.
Seriously late
A delay can amount to a major failure under the Australian Consumer Law, and where it does, you can choose a refund. Whether a delay is that serious depends on the circumstances, including how far past the 48 hours (business days) we aim for it has run, whether we kept you informed, and whether we can still put it right. No single one of these is a precondition. Delays caused by events outside our reasonable control are assessed differently, and either way your consumer guarantees are unaffected.
When a refund may not apply
What change-of-mind doesn’t cover
BuildScore™ is a one-off custom service produced specifically for you, not a subscription or recurring service. Once you’ve submitted your quotes or tenders and we’ve started scoring, we may not be able to offer a change-of-mind refund, because the work has been done. Your Australian Consumer Law rights above still apply in full.
- We don’t refund because the report didn’t recommend a builder or pick a winner. By design, we show and never tell, and this is explained before you buy.
- We don’t refund for the accuracy of the quotes or tenders you uploaded. We score the documents and information you give us; we can’t score what isn’t in them.
- We don’t refund because of a building, contract, or finance decision you made after reading your report. Those decisions are yours. This does not affect any right you may have under the Australian Consumer Law to claim compensation for reasonably foreseeable loss caused by a failure of our service to meet a consumer guarantee.
How to request a refund
One email. We’ll sort it out
Email reports@buildscore.com.au with your order reference and what went wrong. We’ll acknowledge your request within 2 business days and respond within 5 business days.
We acknowledge everything within 2 business days. After that, different requests run on different clocks: refund requests within 5 business days, general complaints within 10 business days, and privacy requests or privacy complaints within 30 days. If one message covers more than one of these, we’ll acknowledge it once and tell you which timeframe applies to each part. See our Terms of Service and Privacy Policy.
Approved refunds are returned to your original payment method via Stripe. Depending on your bank, this typically takes 5 to 10 business days to appear after approval.
If you’re not satisfied with how we’ve handled your request, you can contact your state or territory consumer protection agency or the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
Contact
Questions about a refund?
Email reports@buildscore.com.au, the same inbox that delivers your report.
See also our Terms of Service and Privacy Policy.
This Refund Policy was last updated on 6 August 2026.
BuildScore™ is a registered business name of Audrey’s Collective Pty Ltd (ACN 672 304 880, ABN 53 672 304 880).