Refund Policy

1. Overview

UrbanPulseMedia ("we", "us", "our") is committed to providing high-quality urban gardening and outdoor maintenance services to homeowners and property owners across Australia. We understand that circumstances may arise where a refund or credit is appropriate, and we have established this policy to ensure all refund requests are handled with fairness and consistency.

This refund policy applies to all services purchased directly through the UrbanPulseMedia website at urbanpulsemedia.cyou, including lawn mowing, garden maintenance, hedge trimming, seasonal cleanups, small landscaping improvements, and outdoor space upkeep. It covers prepaid bookings, service packages, and any promotional offers accepted through our platform.

By purchasing our services, you acknowledge that you have read, understood, and agree to this refund policy. This policy does not affect your statutory rights under Australian Consumer Law. If there is any conflict between this policy and Australian Consumer Law, the provisions of Australian Consumer Law will prevail.

2. Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), consumers have guaranteed rights when purchasing goods and services. These guarantees cannot be excluded by any business, including UrbanPulseMedia. Services supplied to consumers in Australia come with automatic guarantees that they will be:

• Provided with due care and skill
• Fit for the purpose that the consumer made known to the service provider
• Completed within a reasonable time when no timeframe has been specified
• Delivered as described in any agreement, contract, or representation made prior to the purchase

If a service fails to meet one of these consumer guarantees, you are entitled to a remedy. The type of remedy depends on whether the failure is classified as a major failure or a minor failure. For a major failure, you can choose to cancel the service and receive a full refund, or keep the arrangement and receive compensation for any reduction in value. For a minor failure, we will re-perform the service at no additional charge or provide a partial refund that reflects the shortfall.

We encourage customers to familiarise themselves with their rights. More information is available from the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.

3. Eligibility for Refunds

You may be eligible for a refund from UrbanPulseMedia in the following circumstances:

• Service not provided: If you have paid for a service and UrbanPulseMedia fails to deliver the service on the agreed date without prior notice or a valid rescheduling arrangement, you are entitled to a full refund of the amount paid for that specific service.
• Service not matching description: If the service delivered differs materially from what was described in your booking confirmation or quote, you may request a refund or credit. For example, if you booked a full garden maintenance service and only received a lawn mow, the difference would be refundable.
• Substandard work quality: If the work performed does not meet a reasonable standard of care and skill, you may request that we re-perform the service at no additional cost. If we are unable or unwilling to remedy the issue within a reasonable timeframe, you may be eligible for a partial or full refund depending on the severity of the quality shortfall.
• Cancellation before service commencement: If you cancel your booking at least 48 hours before the scheduled service date, you will receive a full refund of any prepaid amounts. Cancellations made between 24 and 48 hours before the scheduled date will receive a 50% refund. Cancellations made less than 24 hours before the scheduled service date are generally not eligible for a refund, as our team will have already been allocated and resources committed.
• Weather-related cancellations: If UrbanPulseMedia cancels a service due to extreme weather conditions (heavy rain, storms, extreme heat warnings, or other unsafe conditions), you will receive either a full reschedule at no extra cost or a complete refund of the prepaid amount, at your choice.

4. Non-Refundable Situations

The following situations are generally not eligible for a refund:

• Change of mind: If you simply change your mind after the service has been completed and the work was delivered as agreed, a refund will not be issued. We encourage you to carefully consider your requirements before booking.
• Results affected by external factors: Gardening and outdoor maintenance results can be influenced by weather, soil conditions, existing plant health, pest activity, and other environmental factors beyond our control. If the outcome of a service is affected by such conditions despite our team applying reasonable care and skill, this is not grounds for a refund.
• Access issues caused by the customer: If our team arrives at the scheduled time and is unable to access the property due to locked gates, aggressive pets, ongoing construction, or other barriers not communicated in advance, the service fee may still apply. If we are able to reschedule, we will do so at no additional charge, but a refund for the missed visit is at our discretion.
• Services already completed and approved: Once you have inspected the completed work and confirmed satisfaction (verbally, in writing, or by not raising a complaint within 7 days of service completion), the service is considered accepted and is not eligible for a refund.
• Late cancellations without valid reason: Cancellations made less than 24 hours before the scheduled service without a valid, documented reason (such as a medical emergency or sudden property damage) are not refundable.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our team: Send an email to [email protected] with the subject line "Refund Request" followed by your booking reference number. You may also contact us by phone at +61 2 8015 6742 during business hours (Monday to Friday, 7:00 AM to 6:00 PM AEST).
2. Provide required information: Your refund request should include your full name, the email address associated with your booking, your booking reference number or date of service, a clear description of the reason for the refund request, and any supporting evidence such as photographs of the completed work if you are disputing quality.
3. Submit within the timeframe: Refund requests must be submitted within 14 calendar days of the service date. Requests received after this period will be assessed on a case-by-case basis but are not guaranteed to be processed.
4. Await our response: We will acknowledge your refund request within 2 business days and provide a final decision within 10 business days of receiving all necessary information. If we require additional details, we will contact you promptly, and the review period will extend accordingly.

6. Refund Processing

Once a refund has been approved, we will process it using the same payment method originally used for the transaction. The following timelines apply:

• Credit or debit card payments: Refunds will be processed within 5 to 10 business days. The exact timing depends on your card issuer and financial institution. Some banks may take up to 15 business days to reflect the refund in your account.
• Bank transfer payments: Refunds will be initiated within 5 business days and should appear in your nominated account within 3 to 5 additional business days.
• Service credits: In some cases, we may offer a service credit instead of a monetary refund, particularly for minor issues where a re-service is the most practical remedy. Service credits are valid for 12 months from the date of issue and can be applied to any UrbanPulseMedia service.

All refunds are issued in Australian Dollars (AUD). We do not charge any processing fees for refunds.

7. Disputes and Escalation

If you are dissatisfied with the outcome of your refund request, you have several options for escalation:

• Internal review: You may request a review of the decision by emailing [email protected] with the subject line "Refund Review Request." A senior team member who was not involved in the original decision will reassess your case within 10 business days.
• External dispute resolution: If the matter remains unresolved after the internal review, you may lodge a complaint with your state or territory consumer affairs agency. In New South Wales, this would be NSW Fair Trading. Other states have equivalent bodies such as Consumer Affairs Victoria, Queensland Office of Fair Trading, or Consumer Protection WA.
• ACCC: You may also report concerns to the Australian Competition and Consumer Commission if you believe your consumer rights have been breached.

We are committed to resolving all disputes amicably and in good faith. In our experience, most issues can be resolved through direct communication without the need for external intervention.

8. Service Packages and Subscriptions

If you have purchased a service package (such as a monthly or seasonal maintenance plan), the following refund conditions apply:

• You may cancel your package at any time by providing written notice at least 7 days before the next scheduled service date.
• Upon cancellation, you will receive a refund for any prepaid services that have not yet been delivered. Services already completed are not refundable.
• If you received a discount for purchasing a package rather than individual services, the refund amount will be calculated based on the standard individual service rate for completed sessions, not the discounted package rate. The remaining balance after deducting the full individual rate for completed services will be refunded.
• Promotional packages with special terms may have different refund conditions, which will be clearly stated at the time of purchase.

9. Modifications to This Policy

UrbanPulseMedia reserves the right to update or modify this refund policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. If changes are material, we will make reasonable efforts to notify customers who have active bookings or service packages via email.

The version of the refund policy in effect at the time of your purchase will apply to that transaction. We recommend reviewing this page periodically to stay informed about our current refund practices.

10. Contact Information

If you have questions about this refund policy or need to discuss a specific situation, please reach out to us: