Refund & Cancellation Policy

What a credit buys

Each credit purchases a climate-risk report— a dossier covering the property’s hazard exposure, generated from geocoding, public-dataset analysis, and satellite and fire-history data. Once your report has been generated you can re-view or download it at any time at no extra cost. You are buying a report; re-view and PDF access are free because you already own that report.

Unused credits — 14-day cooling-off

If you have not used any credits from a pack you purchased, you may request a full refund within 14 days of the purchase date. Email hello@risknest.com.au with the subject line “Refund request — unused credits” and we will process your refund within 5 business days.

If you have used some but not all credits in a pack, we will refund the pro-rata value of the remaining unused credits at your request within the same 14-day window.

Consumed credits — generally non-refundable

Credits that have been spent to generate a dossier are non-refundable by default, because the report has already been delivered. Re-viewing or downloading the completed report is free — you already own that report.

The exception is an ACL major failure: if a report RiskNest generated for you was so substantially different from what was represented — or so fundamentally unfit for purpose — that you would not have bought it had you known, you are entitled to a remedy under the ACL. In that case we will refund the credit cost of that specific report. See “Your ACL rights” below.

Your ACL rights

Under the Australian Consumer Law, you have automatic consumer guarantees that cannot be excluded. If a service fails to meet a consumer guarantee, your remedy depends on whether the failure is major or minor:

• Major failure — you may cancel the affected service and receive a refund, or keep it and receive compensation for the reduction in value.
• Minor failure — we will remedy the failure within a reasonable time (for example, by re-running the report). If we cannot remedy it, you may seek a refund.

Nothing in this policy is intended to limit these rights.

Credit balance on refund

When a refund is issued for credits that were used to generate dossiers, those credits are clawed back from your account. Your credit balance may go negative as a result. A negative balance will need to be brought to zero before you can generate new reports.

How to request a refund

Email hello@risknest.com.au with:

• The email address on your RiskNest account
• The date of purchase and the pack size
• A brief description of the reason (e.g., “unused credits, 14-day window” or “report was substantially incorrect”)

We aim to respond within 2 business days and to process approved refunds within 5 business days. Refunds are issued to the original payment method.

Cancellations and subscriptions

RiskNest credit packs are one-off purchases — there is no recurring subscription to cancel. Purchased credits do not expire. If you wish to close your account, see our Terms of Service.

Questions

If you have a question about this policy or your rights, email hello@risknest.com.au. For independent advice, you may also contact the Australian Competition and Consumer Commission (ACCC) or your state consumer protection agency.