Refund policy

This policy applies to council cost reports ordered from CouncilQS, a service of EstiFlow Estimates Pty Ltd. It sits alongside your rights under the Australian Consumer Law.

1. If we cannot certify your report

If our quantity surveyor cannot certify a report from the documents supplied, we refund the order in full.

We review your documents before work starts. If they are unreadable or incomplete, we first ask you for what is missing.

2. If we cannot deliver

If we cannot deliver your report because of a failure on our side, we refund the order in full. You do not need to ask. The refund goes back to your original payment method and we tell you by email.

3. If the council names a missed item

If your council names a specific item of drawn scope that the report did not price, we reissue the report at the corrected quantity at no charge.

4. Other concerns about a report

If you believe a report contains a material error:

1. Email info@councilqs.com.au with your order reference.
2. Tell us what you believe is wrong, and send anything that supports it.
3. We review it within 5 business days.
4. We then either reissue a corrected report, refund the order in full, or explain why the figure is right.

5. Change of mind

Each report is prepared for your application. Once work on your report has started, no refund is available for a change of mind, unless a right under the Australian Consumer Law applies.

6. Duplicate payments

If you are charged twice for the same order, we refund the duplicate in full. Email info@councilqs.com.au if you notice one.

7. How long a refund takes

Refunds go back to your original payment method through Stripe. We issue an approved refund within 5 business days. Your bank may take a further 5 to 10 business days to show it.

8. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), or under any other law that cannot be excluded by agreement.

Contact

For refunds or to raise a concern, email info@councilqs.com.au.