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Refund Policy

A legal disclaimer

At dwellSDA, we strive to ensure complete satisfaction with our services. This Refund Policy applies to all consultations, design services and modular home builds. For NDIS-funded services, additional protections under the NDIS Act 2013 apply.

1. Overview

dwellSDA Pty Ltd ("dwellSDA", "we", "our", or "us") is committed to fair and transparent dealings with all clients. This Refund Policy outlines the circumstances under which refunds may be provided in relation to our Specialist Disability Accomodation (SDA) modular home services, consultations and related products.

2. Consultation & Assessment Fees

  • Free Initial Consultation: our initial consultation and SDA eligibility assessment is provided at no costs. No refund applies.

  • Paid Specialist Assessments: If you have paid for a specialist assessment (e.g., occupational therapy, site assessment), refund requests must be made at least 48hours prior to the scheduled appointment.

  • Late Cancellation: Cancellations made less than 48hours before a scheduled paid assessment are non-refundable.

3. Design & Planning Deposits 

  • Design Deposits: A deposit may be required to commence the custom design and planning phase of your modular home. This deposit is partially refundable as follows:

  • Before design commencement: 100% refund deposit.

  • After preliminary designs delivered: 50% refund of deposit, reflecting work completed.

  • After final design approval: Non-refundable, as substantial design work has been completed.

  • Planning Application Fees: Any fees paid to local councils or authorities on your behalf are non refundable, as these are third-party charges.

4. Construction & Build Contracts 

  • Pre-Construction Cancellation: If you cancel your build before manufacturing has commenced, a refund will be provided less any costs already incurred (design, permits, site assessments).

  • During Construction: once manufacturing of your modular home has commenced, refunds are assessed on a case by case basis. The refund amount will account for materials purchased, labour completed and any non-recoverable costs.

  • Post Delivery: Once your modular home has been delivered and installed, refunds are not available. Any defects or issues are covered under our warranty and defects liability period.

5. NDIS - Funded Services  

For services funded through the NDIS:​

  • Refunds and cancellations are managed in accordance with the NDIS Pricing Arrangements and Price Limits.

  • We adhere to the NDIS cancellation policy, including short-notice cancellation provisions.

  • Any disputes regarding NDIS-funded services will be managed in line with the NDIS Quality and Safeguards Commission guidelines.

  • Participants retain all rights under the NDIS Code of Conduct and the National Disability Insurance Scheme Act 2013.

6. How to Request a Refund

To request a refund, please contact us with the following information:

  • Your full name and contact details.

  • A description of the service or payment you are requesting a refund for.

  • The date of payment and amount paid.

  • Your reason for the refund request.

Contact Details:

Email:

Phone:

We will acknowledge your refund request within 5 business days and aim to resolve all requests within 15 business days.

7. Refund Method 

  • Approved refunds will be processed using the original payment method unless otherwise agreed.

  • Bank transfers may take 5-10 business days to appear in your account.

  • We will written confirmation once a refund has been processed.

8. Exceptions 

Refunds will not be provided where:

  • Services have been fully delivered and accepted.

  • The request falls outside the timeframes outlined in this policy.

  • Costs have been incurred with third-party providers on your behalf (e.g., council fees, engineering reports).

  • The client has breached the terms of their service agreement.

9. Disputes & Complaints

If you are dissatisfied with a refund decision, you may:

  • Request a review by contacting our Costumer Experience Manager.

  • Lodge a formal complaint through our internal complaints process.

  • Escalate to an external body, such as Consumer Affairs Victoria or the NDIS Quality and Safeguards Commission.

We are committed to resolving disputes fairly and promptly.

10. Changes to This Policy

We may update this Refund Policy from time to time. The update policy will be posted on our website with a revised effective date. We encourage you to review this policy periodically.

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