Refund & Cancellation Policy

EstiFlow aims to deliver high-quality, reliable construction cost estimates. This policy outlines the circumstances under which refunds are available.

1. First Estimate Money-Back Guarantee

Your first paid EstiFlow estimate is covered by our money-back guarantee. If the completed estimate is not useful to you, email info@estiflow.com.au within 7 calendar days of delivery with your job reference and we will refund the amount paid for that estimate in full. You do not need to provide supporting evidence or complete the quality-dispute process below.

2. Automatic Full Refund — System Failure

If our system fails to produce a report (due to a crash, timeout, or unrecoverable error after maximum retries), you will receive an automatic full refund. No action is required on your part — the refund is issued to your original payment method and you will be notified via email.

3. Dispute Process — Quality Concerns

If you believe the output contains material errors or the quantities are significantly inaccurate:

1. Email info@estiflow.com.au with your job reference.
2. Specify which trades are disputed, what you expected, and provide any supporting evidence (e.g., your own QS quote).
3. We will review your dispute within 5 business days.
4. Based on our review, we will either:
   • Issue a full refund
   • Offer a free re-run of the extraction
   • Provide an explanation of why the output is correct

4. Change of Mind After Processing Starts

EstiFlow provides a digital product. Once processing begins (status moves to "Queued"), no refund is available for change of mind unless the first estimate money-back guarantee or a right under Australian Consumer Law applies.

5. No Refund — Mid-Processing Cancellation

Once your job is queued for processing, our extraction engine consumes computational resources. Cancellation during processing is not available.

6. Duplicate Payments

If you are accidentally charged twice for the same job, the duplicate payment will be refunded in full. Contact us at info@estiflow.com.au if you notice a duplicate charge.

7. Refund Processing Time

Refunds are processed via Stripe to your original payment method. Automatic refunds (system failure) are issued immediately. First-estimate guarantee and dispute-based refunds are issued within 5 business days of approval. Funds typically appear in your account within 5–10 business days depending on your bank.

8. Document Check

For guest checkout, payment is completed before the plan files are received. EstiFlow reviews the submitted documents before estimating work starts. If the files are unreadable or materially incomplete, we will contact you to request a usable plan pack. If EstiFlow cannot process the supplied project after that review, the payment is refunded in full.

9. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded, restricted or modified by agreement.

Contact

For refund enquiries or to initiate a dispute, contact us at info@estiflow.com.au.