1. Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, remedy, or liability under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted, or modified.
2. When we review a refund
We review duplicate charges, verified payment errors, failed delivery, subscription billing errors, recent unused-renewal issues, incorrect fulfilment caused by us, and other good-faith support issues.
3. Disclosed availability limits
About 96.5% of Victorian addresses shown in Nookera search can start online. About 3.5% are not currently available for online reports. Online availability depends on whether the selected Victorian property can be matched to the official property record used by the report. Customers accept these availability limits before purchase. A disclosed unavailable-address, property-verification, source-availability, or report-limitation outcome is not by itself a refund reason. If that limitation means Nookera cannot provide the paid report, we review the order under this policy.
4. Subscriptions
Monthly subscriptions are billed through Stripe. Starter and Pro included reports reset each paid billing period and do not roll over. Upgrading Starter to Pro through Nookera starts a new Pro billing period after Stripe confirms the fixed Starter-to-Pro difference. The old Starter allowance does not carry forward. Switching Pro to Starter is scheduled for the next billing period; current Pro access remains until then and unused reports expire at period end. Cancelling in Stripe Customer Portal stops future renewal but does not automatically refund the current or past billing periods. It also does not automatically cancel an included report that was already started while the allowance was valid. If you contact us soon after the most recent renewal and no included report has been used in that current billing period, we may review that most recent renewal. Earlier billing periods are generally not refunded for forgotten cancellation unless required by law, caused by a Nookera billing error, duplicate charge, failed service delivery, or another support issue we accept.
5. Payment failed or pending
If Stripe or the payment method reports that a single-report checkout payment failed, is unpaid, or remains pending, Nookera should not treat that checkout as paid or make the PDF downloadable. For subscription-funded reports, new included report use requires a valid allowance and good-standing subscription/payment state, but a later payment issue does not automatically stop a report that was already started from a valid allowance. If money appears to have been debited but the order did not complete, contact us with the Stripe receipt or bank evidence so we can reconcile it.
6. Duplicate charges
If you were charged twice for the same intended purchase, we will investigate and, where confirmed, refund the duplicate or provide an appropriate correction.
7. Failed delivery
If payment was verified but Nookera cannot deliver the ordered report within the delivery window because of a service, source-data, or fulfilment issue, contact support with the order reference. We will check what happened and, depending on the circumstances, complete the report, provide a replacement path, or refund under this policy.
8. When a refund may not apply
A report identifying an issue, warning, planning control, hazard, constraint, or due-diligence question is not by itself a failed product. We do not promise a favourable outcome for any property. Change of mind after a delivered report, or after accepting a disclosed online-availability limitation, may not qualify for a refund unless required by law.
9. Wrong property or address
If the selected property was wrong because of a Nookera system issue, contact us promptly. If you selected the wrong property or used the wrong address, we will review the case but may not be able to refund a delivered report unless required by law.
10. Pro paid reports
A paid Pro report applies only to the selected property order. It is not a reusable balance, does not use or top up the monthly allowance, and is handled under the normal single-report delivery, refund, dispute, and support rules.
11. Partial refunds and access
A full or partial refund may remove download access for the affected order. A later overdue or cancelled subscription does not automatically remove access to a previously completed report while its own download window is still active, unless that specific order or report is refunded, disputed, revoked, expired, failed, or held for support. Already delivered reports remain subject to consumer-law rights and support handling.
12. Refund timing
Approved card refunds are processed through Stripe or the payment method. Approved card refunds usually take 5-10 business days after processing, but bank and card-network timing can vary. We will record the support reason and payment reference needed to trace the refund.