Workmanship issues are usually handled by re-attendance or rectification first.
Policy Hub
Refunds Policy
Fair remedies, rework, credits and clear expectations when something goes wrong.
Refunds or credits may apply where rework is not reasonable, not possible or required by ACL.
Australian Consumer Law rights always apply and override inconsistent policy wording.
1. First remedy: rework
For workmanship issues, MoveBase will usually offer rework or rectification within a reasonable time before considering a refund.
2. When refunds or credits apply
- If rework is not reasonable, cannot be scheduled, or does not resolve the issue.
- If MoveBase cancels and cannot provide a suitable alternative time.
- Where required under Australian Consumer Law.
3. Cancellations, access and prepayments
Refund treatment for cancellations, failed access, deposits and prepayments follows the confirmed booking terms, cancellation policy and ACL obligations. Customer-side failed access or late cancellation may reduce or remove refundable amounts.
4. Fees and processor timing
Refunds are processed to the original payment method where possible. Allow 5-10 business days after approval for funds to clear, depending on the payment provider.
5. When refunds are limited
Subject to ACL rights, refunds generally do not apply for change of mind after completed services, manufacturer faults, missing parts, pre-existing damage, client-side failed access or external delays outside MoveBase control.
6. Contact first
If you are considering a chargeback or dispute, contact MoveBase first so the issue can be assessed directly and resolved faster where possible.