SafeOps Group Master Refund / Cancellation Policy
External issue version for SafeOps Group inspection, verification, reporting and advisory services.
Business: SafeOps Group | ABN 78 906 434 272
Document Type: Refund / Cancellation Policy
Applies To: Clients booking, purchasing or approving SafeOps Group services
Version: 1.0
Effective Date: April 2026
This Refund / Cancellation Policy applies to services booked, purchased or requested through SafeOps Group, including inspection, verification, reporting, advisory, WHS, progress payment verification and related services.
By booking, paying for or confirming a service with SafeOps Group, the client agrees to this policy.
1. Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.
Under Australian Consumer Law, services must be provided with due care and skill, be fit for a disclosed purpose, and be supplied within a reasonable time where no time is agreed. Consumers may be entitled to a repair, replacement, refund or other remedy if consumer guarantees are not met.
This policy applies in addition to those rights.
2. Change of mind
SafeOps Group is not required to provide a refund where a client changes their mind after booking or purchasing a service.
This includes where the client:
No longer requires the service
Books the wrong service
Fails to provide required information
Fails to arrange access
Chooses to use another provider
Decides not to proceed after work has already been scheduled, prepared or commenced
Any refund, credit or rescheduling in these circumstances is at the discretion of SafeOps Group and subject to this policy.
3. Cancellation by the client
If the client needs to cancel a booked service, they must notify SafeOps Group as soon as possible in writing.
The following cancellation conditions apply unless otherwise agreed in writing:
Cancellation timing = Outcome
More than 48 hours before scheduled attendance = Eligible for refund or rescheduling, less any reasonable admin, payment processing or preparation costs
24 to 48 hours before scheduled attendance = Eligible for rescheduling or partial refund at SafeOps Group's discretion
Less than 24 hours before scheduled attendance = No refund may be provided
After inspector dispatch, site attendance, report preparation or advisory work has commenced = No refund may be provided
SafeOps Group may deduct reasonable costs already incurred, including administration, scheduling, travel preparation, document review, payment processing fees, inspector allocation or report preparation.
4. Rescheduling
SafeOps Group will generally allow one reasonable rescheduling request where sufficient notice is provided.
Rescheduling is subject to inspector availability, site access, location and service requirements.
A rescheduling fee may apply where:
Less than 24 hours' notice is given
The inspector has already been allocated or dispatched
Access arrangements fail
The client changes the property, site, stage or scope
Additional administration or travel time is required
5. Access not available
If SafeOps Group attends the site and access is not available, restricted, unsafe or delayed, the service may be treated as completed or partly completed.
This includes where:
The property or site is locked
The site contact is unavailable
The client provides incorrect access details
The builder, owner, tenant or agent refuses access
The inspection area is unsafe or inaccessible
The wrong address or stage is provided
Required permissions have not been arranged
SafeOps Group may wait up to 30 minutes on site for access. After this time, the inspector may leave, and the booking may be treated as completed.
Any reinspection or return visit may be charged at 50% of the original service fee, unless otherwise agreed in writing.
6. Late arrival or missed appointment
The client is responsible for ensuring access is ready at the scheduled time.
If a client, site contact, agent, builder or authorised person is late, unavailable or unreachable, SafeOps Group may:
Wait for a reasonable period
Complete a limited inspection where possible
Reschedule the service for an additional fee
Treat the booking as cancelled or completed
No refund will generally be provided where the service could not be completed due to client-side access, timing or coordination issues.
7. Fixed-price inspection services
For fixed-price services, such as individual inspections or progress payment verification inspections, payment is required before the service is confirmed unless otherwise agreed.
Once a booking is confirmed, SafeOps Group may begin preparation, including administration, scheduling, reviewing provided information, assigning an inspector and arranging attendance.
Refunds may be reduced or refused where work has already commenced.
8. Multi-stage progress payment verification packages
For multi-stage packages, including five-stage progress payment verification packages, the following applies:
Used inspections are non-refundable
Unused stages may be rescheduled subject to availability
Refunds for unused stages are at SafeOps Group's discretion
Admin, booking, payment processing and preparation costs may be deducted
If the project is cancelled, delayed or transferred, SafeOps Group may offer a credit rather than a refund
Multi-stage packages are linked to the nominated property or project unless otherwise agreed in writing.
9. Reports already issued
Once a report, written advice, checklist, verification summary, inspection record or other deliverable has been issued, the service is generally considered completed.
Refunds will not be provided simply because the client:
Disagrees with the findings
Does not like the outcome
Expected a different result
Chooses not to use the report
Wanted a broader inspection than was booked
Did not read the inspection limitations or service scope
SafeOps Group may correct factual errors or clarify report wording where appropriate.
10. Client-supplied information
SafeOps Group may rely on information provided by the client or third parties, including addresses, site contacts, plans, photos, approvals, invoices, payment claims and access instructions.
Refunds will generally not be provided where an issue arises because information supplied to SafeOps Group was incorrect, incomplete, late or misleading.
11. Cancellation by SafeOps Group
SafeOps Group may cancel, postpone or reschedule a service where reasonably necessary, including due to:
Unsafe site conditions
Severe weather
Inspector illness or unavailability
Access restrictions
Incorrect booking details
Client conduct or communication issues
Matters outside SafeOps Group's reasonable control
Where SafeOps Group cancels a service before work has commenced and no suitable rescheduling option is available, the client may receive a refund for the amount paid for that service.
12. Unsafe or unsuitable site conditions
SafeOps Group may refuse to enter or continue inspecting any property, site or area that appears unsafe, unlawful, restricted or unsuitable.
This may include risks involving:
Unsafe access
Aggressive persons or animals
Structural instability
Hazardous materials
Uncontrolled construction activity
Live services
Unsafe weather conditions
WHS risks
Restricted or unauthorised areas
Where an inspection cannot proceed due to unsafe or unsuitable conditions outside SafeOps Group's control, refunds may not be provided.
13. Payment processing fees
Any third-party payment processing fees, booking platform fees, merchant charges or bank fees may be non-refundable.
Where a refund is approved, SafeOps Group may deduct these fees from the refunded amount.
14. Refund processing time
Approved refunds will be processed within a reasonable timeframe using the original payment method where possible.
The time taken for funds to appear in the client's account may depend on the payment provider, bank or platform used.
15. Credits
SafeOps Group may offer a service credit instead of a refund where appropriate.
Credits may be used toward future SafeOps Group services and may be subject to expiry dates, service availability, location restrictions or updated pricing.
Credits are not transferable unless agreed in writing.
16. Disputes or concerns
If a client is unhappy with a service, they should contact SafeOps Group in writing and provide details of the concern.
SafeOps Group may review the matter and, where appropriate, may offer:
Clarification
Report correction
Further explanation
Rescheduling
Partial credit
Partial refund
Another reasonable remedy
A refund will not automatically be provided because a client disagrees with professional observations, findings or recommendations.
17. Acceptance of this policy
By booking, paying for or using a SafeOps Group service, the client acknowledges and accepts this Refund / Cancellation Policy.
The client also acknowledges that inspection, verification and reporting services are time-based professional services involving preparation, scheduling, attendance, observations, documentation and reporting.