Cancellations & reschedules
- Cancel or reschedule free up to 24 hours before your booking — full refund.
- Within 24 hours of the booking — 50% fee applies.
- No-show, no access to the vehicle, or wrong address on the day — full fee forfeited (see clause 3.2 of the Terms for the 20-minute access window).
- If we reschedule due to weather, safety or events beyond our control — your choice of the next available slot or a full refund.
To cancel or reschedule, contact us as early as possible by phone or email — see Contact.
Inspection Guarantee
If we miss a major fault that meets the conditions in clause 8 of our Terms on an Elite Buyers' Protection inspection, we contribute toward the cost of rectification, up to the Cover Cap below. The guarantee applies to Elite only — Essential, Comprehensive and Light Truck inspections are not covered:
| Inspection tier | Guarantee period | Cover Cap (AUD inc. GST) |
|---|---|---|
| Essential | No guarantee applies | — |
| Comprehensive | No guarantee applies | — |
| Elite Buyers' Protection | 30 days | $3,000 |
| Light Truck (≤4.5t) | No guarantee applies | — |
Conditions apply. The full eligibility rules, exclusions and claim process are set out in clauses 8.1 to 8.5 of our Terms & Conditions. In short: the fault must be a major mechanical, structural or safety defect that was present and reasonably detectable on the day within your tier's scope, cost more than $1,500 to rectify, and not already be noted in your written report.
If the inspector recommends Walk Away, Avoid or otherwise advises against purchase and you proceed, the Elite Inspection Guarantee does not apply. This does not remove non-excludable consumer rights. Keep the original report and supporting evidence, and follow the notification and re-inspection requirements in clause 8.
Your consumer rights
Nothing in this policy or our Terms excludes, restricts or modifies any right or guarantee you have under the Australian Consumer Law (ACL). If our services are not supplied with due care and skill, you may be entitled to a remedy under the ACL regardless of the contractual guarantee above.
You may publish a genuine review, make a public complaint, make a lawful social media post, use your payment provider's dispute procedures, contact a regulator, seek legal remedies. Exercising these rights lawfully does not itself void the Inspection Guarantee or trigger an indemnity. You do not have to wait for our internal complaint process to finish. Applicable legal and payment-provider deadlines still apply; the guarantee's separate eligibility and notification requirements remain unchanged.
You may share your report lawfully for advice, complaints, payment disputes or evidence without losing cover merely for doing so. Commercial resale without consent and misrepresentation are not permitted. Legal limitation periods apply to court claims; the Terms do not impose a separate 12-month court-claim bar.
How to request a refund or make a claim
- Email us with your booking reference, the vehicle details, and the reason for the request;
- For guarantee claims, include the original written report, an independent licensed workshop's itemised quote, and any supporting photos or diagnostic evidence;
- We will acknowledge your request within 3 business days and aim to resolve within 14 business days, as set out in clause 14 of the Terms. You do not have to wait for this process before using lawful external remedies; legal and payment-provider deadlines still apply.
For the complete legal terms, see our Terms & Conditions and Privacy Policy.