Refund Policy

Last Updated: July 29, 2026

At Caguno, we are committed to providing high-quality professional landscape design services in Queensland, Australia. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting a refund.

This policy should be read in conjunction with our Terms & Conditions and Privacy Policy.

1. General Refund Principles

Our refund policy is designed to be fair and transparent while reflecting the nature of custom landscape design services. We recognize that:

• Custom design work involves significant time, expertise, and resources
• Materials may be ordered specifically for your project
• Our team allocates time and resources based on confirmed projects
• Clients are entitled to quality services as promised

2. Deposit Refunds

2.1 Initial Deposit

A deposit (typically 30-50% of the project cost) is required to commence work. This deposit covers:

• Initial design consultation and site assessment
• Preliminary design work and concepts
• Project scheduling and resource allocation
• Material research and procurement planning

2.2 Deposit Refund Schedule

Cancellation Timeframe	Refund Amount	Conditions
Within 48 hours of payment	100% refund	No work has commenced; written cancellation required
Before initial consultation	80% refund	Scheduling completed but no site visit occurred
After consultation, before design	50% refund	Consultation completed but design work not started
After design work commenced	No refund	Design work has begun; payment covers work completed

2.3 Non-Refundable Deposit Situations

Deposits are non-refundable when:

• Design work has commenced
• Materials have been ordered or purchased
• Third-party services have been engaged
• Permits or approvals have been submitted
• The Client breaches the contract terms

3. Cancellation by Client

3.1 Before Work Commences

Cancellation Notice: At least 7 days before scheduled commencement

Refund: Deposit refund minus any costs incurred (consultation fees, materials ordered, administrative costs)

3.2 After Work Has Started

If you cancel after work has commenced:

• You will be charged for all work completed to date
• You will be charged for all materials purchased or ordered
• You will be charged for any third-party costs incurred
• Any remaining balance after deducting the above will be refunded
• Typically, no refund is available once work is more than 50% complete

3.3 Cancellation Process

To cancel services:

1. Submit written cancellation to info@caguno.com
2. Include your project details and reason for cancellation
3. We will respond within 3 business days with a cancellation summary
4. Final account showing work completed and charges will be provided
5. Any applicable refund will be processed within 14 business days

4. Cancellation by Caguno

4.1 Full Refund Situations

If we cancel your project, you will receive a full refund of all payments made if cancellation is due to:

• Our inability to complete the project
• Scheduling conflicts we cannot resolve
• Circumstances within our control

4.2 Partial Refund Situations

A partial refund may apply if cancellation is due to:

• Site conditions making the project unsafe or impossible
• Client-provided misinformation affecting project feasibility
• Failure to obtain necessary permits or approvals
• Unforeseen circumstances (force majeure)

In these cases, you will be refunded for work not completed, minus costs already incurred.

5. Service Quality and Satisfaction

5.1 Quality Guarantee

We are committed to delivering high-quality landscape design services. If you are unsatisfied with our work:

• Notify us in writing within 7 days of the issue arising
• Provide specific details about your concerns
• Allow us reasonable opportunity to address and rectify the issues
• We will work with you to find a mutually satisfactory solution

5.2 Remediation Before Refund

Before considering a refund for quality issues, we will:

• Investigate your concerns thoroughly
• Provide an action plan to address deficiencies
• Offer to rectify issues at no additional cost (if warranted)
• Work collaboratively toward a resolution

5.3 Refunds for Quality Issues

Refunds for quality issues may be considered when:

• Work does not meet agreed specifications
• Materials used are defective or not as specified
• Work does not meet industry standards
• We are unable to rectify identified issues

The refund amount will be proportional to the deficiency and calculated based on the value of non-compliant work.

6. Materials and Products

6.1 Custom Orders

Materials specifically ordered for your project are non-refundable, including:

• Custom-cut or special-order materials
• Plants ordered from suppliers
• Specialty items sourced for your design
• Materials that cannot be returned to suppliers

6.2 Standard Materials

For standard materials not yet delivered or installed:

• We will attempt to return unused materials to suppliers
• Refunds will be subject to supplier restocking fees (typically 15-25%)
• You will be credited the net amount after restocking fees

6.3 Defective Materials

For defective materials or products:

• Manufacturer warranties apply where available
• We will facilitate warranty claims on your behalf
• Replacement or refund will follow manufacturer warranty terms
• We are not responsible for manufacturing defects beyond our control

7. Plant Guarantees and Refunds

7.1 Plant Health Guarantee

Plants installed by Caguno are guaranteed for:

• 3 months: Annual plants and seedlings
• 6 months: Perennials and small shrubs
• 12 months: Trees and large shrubs

7.2 Plant Replacement or Refund

During the guarantee period, we will replace or refund plants that die if:

• Plants were in poor health at installation
• Death was caused by installation defects
• Proper maintenance guidelines were followed

7.3 Plant Guarantee Exclusions

The plant guarantee does not cover:

• Inadequate watering or maintenance
• Damage from pests, diseases, or weather extremes
• Vandalism or damage by animals
• Changes to drainage or soil conditions
• Transplant shock (normal for some species)
• Client modifications to irrigation or drainage

8. Weather-Related Issues

8.1 Weather Delays

No refunds are provided for project delays caused by weather conditions. We will reschedule work as soon as conditions permit.

8.2 Weather Damage

Damage to completed work caused by extreme weather events is not covered by refund. Clients should maintain appropriate property insurance.

9. Design Services Refund Policy

9.1 Design Consultation

Initial consultation fees are non-refundable as they cover:

• Professional time and expertise
• Site assessment and measurements
• Preliminary recommendations
• Travel time and expenses

9.2 Design Development

Design fees are non-refundable once:

• Preliminary concepts have been presented
• Design work has commenced
• Client feedback has been incorporated

9.3 Design Revisions

Standard design packages include a specified number of revisions. Additional revisions are charged separately and are non-refundable.

10. Change of Mind

While we understand circumstances change, "change of mind" cancellations are subject to standard cancellation terms:

• Within 48 hours of deposit: 100% refund (cooling-off period)
• Before work commences: Refund minus costs incurred
• After work commences: No refund; payment for work completed required

11. Refund Processing

11.1 Refund Timeline

Approved refunds will be processed as follows:

• Assessment: 3-5 business days to review refund request
• Approval: 2-3 business days for approval decision
• Processing: 7-14 business days for payment processing
• Receipt: 3-10 business days for funds to appear (depending on your bank)

11.2 Refund Method

Refunds will be issued using the original payment method unless otherwise agreed:

• Credit/debit card refunds: To original card
• Bank transfer refunds: To original account
• Cash payments: By bank transfer or check

11.3 Partial Refunds

Partial refunds are calculated based on:

• Percentage of work completed
• Materials purchased or ordered
• Non-recoverable costs incurred
• Reasonable administrative fees

12. Australian Consumer Law

This Refund Policy operates in conjunction with the Australian Consumer Law (ACL). Under the ACL, you are entitled to:

• Consumer Guarantees: Services provided with due care and skill
• Fit for Purpose: Services fit for stated or intended purpose
• Acceptable Quality: Services of acceptable quality
• Remedies: Repair, replacement, or refund for major failures

12.1 Major Failures

You may be entitled to a full refund if there is a major failure with our services, such as:

• Services are substantially unfit for their purpose
• Services differ significantly from the description or sample
• Services are unsafe
• The problem would have prevented you from purchasing if known

12.2 Minor Failures

For minor failures, we are entitled to a reasonable opportunity to rectify the issue before a refund is considered.

13. Requesting a Refund

13.1 How to Request

To request a refund:

1. Contact us in writing: Email info@caguno.com
2. Provide details:
   • Your name and contact information
   • Project/invoice number
   • Date of service or payment
   • Reason for refund request
   • Supporting documentation (photos, correspondence, etc.)
3. Wait for response: We will acknowledge within 2 business days
4. Resolution: We will investigate and respond with a decision within 7 business days

13.2 Information Required

To process your refund request efficiently, please provide:

• Detailed description of the issue
• Photos or videos (if applicable)
• Relevant dates and timeline
• Copies of contracts or agreements
• Evidence of payment
• Previous correspondence about the issue

14. Disputes and Complaints

14.1 Internal Dispute Resolution

If you disagree with our refund decision:

1. Contact our management team at info@caguno.com
2. Provide reasons for your disagreement
3. Request a review of the decision
4. We will conduct a senior-level review and respond within 10 business days

14.2 External Dispute Resolution

If we cannot resolve the dispute internally, you may seek assistance from:

• Consumer Affairs Queensland:
  • Website: www.qld.gov.au/law/fair-trading
  • Phone: 13 QGOV (13 74 68)
• Queensland Civil and Administrative Tribunal (QCAT):
  • Website: www.qcat.qld.gov.au
  • Phone: 1300 753 228

15. Exceptions and Special Circumstances

15.1 Compassionate Grounds

We may consider refunds on compassionate grounds for:

• Serious illness or injury
• Family emergencies
• Natural disasters
• Other extraordinary circumstances

Such requests will be assessed on a case-by-case basis and may require supporting documentation.

15.2 Goodwill Gestures

We may occasionally offer refunds or credits as goodwill gestures, even when not required under this policy. Such gestures do not set precedents for future situations.

16. Payment Plan Cancellations

If you are on a payment plan and wish to cancel:

• All outstanding payments become immediately due
• Refunds will only be considered after all payments are settled
• Standard refund terms apply based on work completed
• Interest or late fees may apply to overdue amounts

17. Maintenance Services

For ongoing maintenance contracts:

• 30 days notice required for cancellation
• Refund for prepaid but undelivered services only
• Services provided during notice period are charged at standard rates
• No refund for services already rendered

18. Contact Information

19. Policy Updates

We reserve the right to update this Refund Policy at any time. Changes will be effective when posted on our website with an updated "Last Updated" date. Material changes will be communicated to active clients via email.

Your continued use of our services after changes are posted constitutes acceptance of the updated Refund Policy.

20. Acknowledgment

By engaging our services, you acknowledge that you have read, understood, and agree to this Refund Policy. If you have any questions, please contact us before proceeding with service bookings.

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