Refunds & Cancellations

Touchwood Asset Management provides services rather than physical goods, so this policy explains how cancellations, refunds and service issues are handled across our property management, leasing and sales services.

1. Free services

Property reviews, rental appraisals, market appraisals and initial consultations are provided free of charge. No payment is taken, so no refund arises. You may stop the process at any time by telling us.

2. Management and leasing agreements

Where we manage a property for you, fees and the notice required to end the arrangement are set out in your signed management agreement. That agreement prevails over this page.

Generally:

• management fees are charged in arrears on rent collected, and are not charged for periods after termination takes effect;
• letting and leasing fees are earned when a tenancy is secured and are not refundable once the tenant has taken possession;
• marketing and advertising costs already incurred on your instruction are not refundable;
• fees paid in advance for a period not yet served are refunded on a pro-rata basis.

3. Storage and car park licences

Storage units and car park bays are offered on flexible month-to-month terms unless agreed otherwise. To end a licence, give us notice in line with your agreement — one calendar month unless stated otherwise. Rent paid for a period beyond the effective end date is refunded pro-rata. Any bond or deposit is refunded once the space is vacated, cleared and inspected, less any amount owing for damage, cleaning or unpaid rent.

4. Bookings and inspections

Inspections and appointments can be rescheduled or cancelled at no cost. We ask for as much notice as you can give so the time can be offered to someone else.

5. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Services must be provided with due care and skill, be fit for the purpose you told us about, and be supplied within a reasonable time.

If a service falls short, you are entitled to have the problem fixed. If the failure is major, you may cancel the service and obtain a refund for the unused portion, and you may be entitled to compensation for reasonably foreseeable loss.

6. If something has gone wrong

Contact us first — most issues are resolved quickly. Email admin@touchwoodasset.com or call +61 413 889 388, describing what happened and what outcome you are seeking. We aim to acknowledge within two business days and resolve within 30 days.

If we cannot resolve it, you can contact Consumer Affairs Victoria on 1300 55 81 81, or the Victorian Civil and Administrative Tribunal for tenancy matters.

7. Approved refunds

Where a refund is agreed, it is paid to the original payment method or nominated bank account within 10 business days of agreement.