Refund Policy

We want every Water Resource Assessment to be useful. This page sets out when we'll issue a refund, when we won't, and how to request one. This policy applies to the paid Water Resource Assessment ($1,450 inc. GST). The Water Snapshot is free, so refunds do not apply.

1. Full refund — when our pipeline can't deliver

If we are unable to generate your report for technical or data-availability reasons, we will refund the full fee. Examples include:

• The property sits outside our current coverage area and we didn't catch it before charging.
• An upstream government dataset we depend on is unavailable for an extended period and we cannot complete the assessment within a reasonable timeframe.
• We discover after payment that the property has data gaps that prevent us from producing a report we'd be willing to put our name to.
• A genuine duplicate order placed by mistake — we'll refund the duplicate.

In these cases we'll email you to explain, and process the refund to the original payment method within 3 business days.

2. Our completeness guarantee — 14 days

Every Water Resource Assessment is reviewed and signed by a senior hydrogeologist, and we promise it will cover four things: the water rights and entitlements attached to the property, groundwater, surface water, and the options and risks that follow from them.

If a delivered report does not include that analysis, email us within 14 days of delivery and we will refund the fee in full. You don't need to argue the point — if analysis we promised isn't there, the guarantee applies. We'll process the refund to the original payment method within 3 business days of agreeing it.

This is the same guarantee shown beside the price on our home page. It is a commitment we intend to be held to, which is why it is written here as well.

3. What the guarantee doesn't cover

The guarantee is about whether we delivered the analysis we promised — not about whether you liked the answer. Because the report is a custom digital product produced specifically for your property, and because you ask us to begin work immediately when you order, we don't refund a complete report where:

• The findings are not what you hoped for (e.g. the property has water constraints).
• You decide not to proceed with the property purchase.
• You change your mind after the report has been delivered.

The value of the report is the independent analysis itself, regardless of whether the result is favourable to your intended use. If you believe the analysis is wrongrather than missing, section 4 covers that.

4. Errors or quality issues

If you believe the report contains a factual error — e.g. we mapped the wrong parcel, misread a licence, or missed a registered bore — email hello@hydrointelligence.com.auwithin 14 days of delivery. We'll investigate and, where the error is on our end, issue a corrected report at no extra cost. Where a corrected report cannot resolve the issue, we'll discuss a partial or full refund on a case-by-case basis.

5. Wrong-property orders

You are responsible for selecting the correct boundary at order time. If you realise you ordered the wrong property beforewe begin processing (typically within an hour of payment), email us immediately and we'll cancel and refund. Once the spatial pipeline has run, the work has been done — we'll deliver that report and a re-order on the correct boundary will be at full price.

6. Australian Consumer Law

Nothing in this policy excludes your rights under the Australian Consumer Law. Our services come with consumer guarantees that cannot be excluded — including that they will be provided with due care and skill, fit for any purpose we've advertised them for, and within a reasonable time. Where those guarantees are breached, you are entitled to a remedy.

7. How to request a refund

Email hello@hydrointelligence.com.au with your order ID (in the confirmation email) and a brief description. We aim to respond within 2 business days.