Refund Policy

Planna provides town planning reports and related services based on information supplied by clients through an online onboarding form and subsequent acceptance step. This policy explains how refunds, corrections and credits are handled.

1. ORDERS WHERE WORK HAS NOT COMMENCED

After purchase, clients receive an onboarding form to provide the information required for Planna to prepare the report. Once completed, the client must review and formally accept the information submitted. Planna will not commence work until the onboarding form has been completed and accepted.

• Clients must complete and accept onboarding information within 3 days of purchase.
• If not completed within 3 days, the order will be placed on hold and converted to a credit on the client's account, valid for 12 months from the original purchase date.
• No cash refund will be provided for non-completion of onboarding, except where required under Australian Consumer Law (ACL).

2. INCOMPLETE OR UNCLEAR INFORMATION

Accurate reports require clear information from clients. If onboarding information is vague, incomplete or unclear, Planna may request clarification. Work will not begin until the client has provided relevant information and accepted/confirmed it.

• If requested information is not received within 7 days of a clarification request, the order may be placed on hold and treated as "work not commenced" under section 2.

3. CLIENT ACCEPTANCE AND RESPONSIBILITY

By accepting the onboarding information, the client confirms it is true, accurate and complete to the best of their knowledge.

• Planna's services are limited to preparation of town planning reports and related advisory information. Planna does not submit applications, lodge documentation with authorities, or obtain permits on behalf of clients.
• Planna will prepare reports based solely on the accepted information and is not responsible for errors arising from incorrect, omitted or misleading client-supplied information.
• Changes requested after acceptance may be treated as variations and may attract additional fees.

4. WORK COMMENCED OR COMPLETED

Once Planna has begun analysis or preparation of the report, the service is considered in progress.

• Refunds are not available for change-of-mind or decision not to proceed after work has commenced, except where required under the ACL.
• If Planna makes a clear and verifiable error, Planna will correct the report at no additional charge.
• Where incorrect or incomplete information was supplied by the client, Planna may charge additional fees to amend or re-issue the report.

5. ERRORS AND QUALITY CONCERNS

If a client believes a report is incorrect or does not meet what was agreed:

• The client must notify Planna in writing within 5 business days of delivery, outlining the issues.
• Planna will review the report and, where an error on Planna's part is confirmed, will provide an appropriate remedy (correction, re-issue, partial refund or full refund where the service cannot be rectified).

6. AUSTRALIAN CONSUMER LAW

Nothing in this policy limits any rights under the ACL. Clients may be entitled to remedies where there is a major failure with the service or it does not meet consumer guarantees. Planna will comply with all ACL obligations.