Cancellation & Refund Policy
How to cancel, when refunds apply, and what happens to your maintenance record. Plus a cooling-off period, because you should be able to change your mind.
Version 1.0 · Effective 1 January 2026
In plain English
We want subscribers who choose to be here. If our service isn't what you expected, we'd rather know and fix it — or part on good terms — than lock you in. This policy explains how you can cancel, when refunds apply, and how we handle issues. It sits alongside your rights under the Australian Consumer Law, which we cannot reduce or override.
1. Cooling-off period
- You have 10 business days after signing the Subscription Service Agreement to cancel without penalty.
- To cancel during the cooling-off period, email info@roofguardqld.com.au with "Cancel within cooling-off" in the subject line.
- If you cancel during the cooling-off period and we have not yet conducted the Initial Condition Assessment, we refund the $249 ICA fee in full.
- If you cancel during the cooling-off period and we have conducted the Initial Condition Assessment, the ICA fee is non-refundable — and you keep the report.
2. Cancelling within the initial 12-month term
- After the cooling-off period you may still cancel within the initial 12-month term, but an early-termination fee applies.
- The early-termination fee is the lesser of: (a) the remaining months × the monthly fee × 50%, or (b) $300.
- No early-termination fee applies if we have materially breached the Subscription Service Agreement, or if we have increased fees by more than 10% — see section 4.
- To cancel within the term, give us 14 days' written notice to info@roofguardqld.com.au.
3. Cancelling after the initial 12-month term
- After the initial 12-month term you may cancel at any time with 30 days' written notice.
- No early-termination fee applies.
- Your final debit will be the next scheduled debit within the notice period.
- Any inspection due during the notice period will still be conducted, unless you ask us not to.
4. Cancellation without penalty
You may cancel at any time, with no early-termination fee, in any of the following circumstances:
- We materially breach the Subscription Service Agreement and do not remedy it within 14 days of written notice from you.
- We increase the monthly fee by more than 10%. Notice of any increase must be given at least 30 days in advance.
- We are unable to deliver an inspection within 30 days of the scheduled date, for reasons other than weather or property access.
- We lose our QBCC licence, or do not hold the insurance required under the Agreement.
- You sell the property and the new owner does not wish to continue the subscription.
5. Refunds
| Initial Condition Assessment | Refundable in full if we cancel before the inspection occurs. Non-refundable once the inspection has taken place — you keep the report. |
|---|---|
| Monthly subscription fee | Refundable pro-rata if we cancel mid-month. Not refundable pro-rata if you cancel mid-month — your service continues to the end of that billing period. |
| Repair work paid in advance | Refundable in full if we have not commenced the work. Refundable in part if work has begun, based on the proportion completed and any materials already purchased. |
| Failed-debit fees | Not refundable. These reflect actual costs charged to us by the bank. |
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6. How to request a cancellation or refund
- Email info@roofguardqld.com.au with your name, property address, subscription reference, and the reason.
- We acknowledge within 1 business day and confirm the cancellation in writing within 5 business days.
- Refunds are processed within 10 business days to the original payment method.
- We continue to honour any inspection report or annual report already issued — you keep your maintenance record.
7. Service issues — before cancelling
If something has gone wrong — a missed appointment, a late report, a quality concern, anything at all — please tell us before you cancel. We would rather fix the problem than lose a subscriber.
Email info@roofguardqld.com.au or call Cameron directly on 0411 646 252. Our full Complaints Handling Procedure sets out what happens next.
8. Australian Consumer Law
- Our services come with consumer guarantees under the Australian Consumer Law that cannot be excluded.
- If a service is not provided with due care and skill, or is not fit for the purpose we represented it for, you have rights to a remedy that may include a refund, re-performance, or compensation for loss.
- This policy is in addition to those rights, not a substitute for them.
- More information is available from the ACCC at accc.gov.au.
Document control
Owner: Cameron Mclachlan, Roof Guard Queensland Pty Ltd. Reviewed every 12 months, or sooner if the law or our practice changes. The current version is always the one on this page. Material changes are notified to existing subscribers by email at least 14 days before they take effect.
Roof Guard Queensland Pty Ltd · ABN 27 599 310 226 · QBCC Licence 67936