Effective Date: February 9, 2026
Last Updated: February 9, 2026
At Mobilityneck, we are committed to providing high-quality landscaping and composting consulting services. This Return and Refund Policy outlines our policies regarding cancellations, refunds, and satisfaction guarantees for our consulting services. We encourage you to read this policy carefully before booking our services.
As a professional consulting service provider, our business model differs from traditional retail operations. Our services involve personalized consultations, site visits, analysis, and customized recommendations that require significant time, expertise, and preparation. This policy reflects the nature of consulting services and complies with Australian Consumer Law.
We understand that circumstances may require changes to scheduled appointments, and we strive to accommodate our clients' needs while maintaining fair business practices. This policy applies to all services offered by Mobilityneck, including consultations, soil testing, composting system design, and ongoing support packages.
We recognize that unforeseen circumstances may require you to cancel or reschedule a booked appointment. The following cancellation terms apply based on when you notify us:
If you cancel your appointment more than seven days before the scheduled date, you are entitled to a full refund of any advance payments made, minus any credit card or payment processing fees incurred. Alternatively, you may reschedule your appointment to another mutually convenient date and time without penalty.
If you cancel your appointment between three and seven days before the scheduled date, you may choose between:
If you cancel your appointment less than 72 hours before the scheduled date, you will receive:
This policy reflects the costs we incur when appointments are canceled on short notice, including lost business opportunities and preparation time already invested.
If you fail to attend a scheduled appointment without prior notice, or cancel on the day of the appointment, no refund will be provided. However, we understand that genuine emergencies occur. In cases of documented medical emergencies, family emergencies, or other exceptional circumstances, we will work with you on a case-by-case basis to find a fair resolution.
To cancel or reschedule an appointment, please contact us as soon as possible using one of the following methods:
Cancellations must be confirmed by us in writing to be considered effective. The cancellation date is determined by when we receive and acknowledge your cancellation request, not when you send it.
In rare circumstances, we may need to cancel or reschedule an appointment due to:
If we cancel your appointment, you will receive either:
We will make every reasonable effort to provide as much advance notice as possible when canceling appointments.
For individual consultation appointments, including initial site visits and basic consultations, refunds are processed according to the cancellation timeframes outlined above. Once a consultation has been completed, no refund is available unless you are not satisfied with the service quality, in which case our Satisfaction Guarantee applies.
If you have purchased a package that includes multiple consultations or an annual support program:
Example: If you purchased a Complete Garden Package for $499 AUD that includes four consultations valued at $199 AUD each individually, and you cancel after receiving one consultation, your refund would be calculated as: three consultations at individual rates ($597 AUD) minus the original package price ($499 AUD) equals no refund due, as the package pricing provided advance savings.
Soil testing involves collecting samples and sending them to certified laboratories for analysis. Once samples have been collected and submitted to the laboratory:
Our consulting services often include detailed written reports, custom garden plans, or compost system designs. Once we have delivered these materials to you:
All approved refunds will be processed using the original payment method within 10 business days of approval. If your original payment method is no longer available, we will work with you to arrange an alternative refund method, such as direct bank transfer or cheque.
Please note that while we process refunds promptly, the time it takes for refunded funds to appear in your account depends on your financial institution and may take an additional 3-5 business days after we process the refund.
Partial refunds may be issued in circumstances including:
The following are not eligible for refunds under any circumstances:
We stand behind the quality of our consulting services and are committed to your satisfaction. If you are not satisfied with the service you received, we want to make it right.
We guarantee that our services will be:
If you are dissatisfied with any aspect of our service, please contact us within 14 days of service delivery. We will:
Please note that our satisfaction guarantee applies to the quality and professionalism of our consulting services, not to outcomes in your garden, which depend on many factors beyond our control including weather, soil conditions, implementation methods, and ongoing maintenance.
This Return and Refund Policy operates in conjunction with your statutory rights under Australian Consumer Law, which cannot be excluded. Under the Australian Consumer Law, you are entitled to:
If we fail to meet these consumer guarantees, you are entitled to remedies including:
Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law or other applicable consumer protection legislation. For more information about your consumer rights, visit the Australian Competition and Consumer Commission website at www.accc.gov.au or contact the ACCC on 1300 302 502.
If you have a complaint about our services or a dispute regarding a refund, we encourage you to contact us first to resolve the matter directly. We are committed to fair and transparent business practices and will work in good faith to address your concerns.
If we cannot resolve your complaint through our internal process, you may pursue external dispute resolution through:
Australia's climate can be unpredictable. If severe weather prevents us from completing a scheduled site visit safely and effectively:
We understand that genuine emergencies take priority. If you need to cancel due to a documented medical emergency or family crisis, please contact us as soon as reasonably possible. We will waive standard cancellation fees and work with you to reschedule or provide a full refund, depending on your circumstances and preferences.
In the event of circumstances beyond our reasonable control, including natural disasters, pandemics, government restrictions, or other force majeure events that prevent service delivery, we will provide either full refunds or reschedule services at no additional cost once circumstances permit.
We reserve the right to update or modify this Return and Refund Policy at any time. Changes will be effective immediately upon posting to our website with an updated Last Updated date. Material changes will be communicated to existing clients via email where possible.
Policy changes apply only to services booked after the change date. Services booked before policy changes will be governed by the policy in effect at the time of booking.
For questions about this Return and Refund Policy, to request a cancellation or refund, or to discuss any concerns about our services, please contact us:
Mobilityneck
38 Adelaide St, Fremantle WA 6160, Australia
Phone: +61894308955
We are committed to providing excellent customer service and will respond to all inquiries within two business days. For urgent matters, please call during business hours for immediate assistance.