Customer Policy

1. Australian Consumer Law Guarantees

Under the Australian Consumer Law (Competition and Consumer Act 2010), you have automatic guarantees whenever you purchase services. These guarantees cannot be excluded and are in addition to any warranty we provide.

Our services come with guarantees that:

• Services will be provided with acceptable care and skill
• Services are fit for any purpose you specify to us
• Services will be supplied within a reasonable time (if no time specified)
• Any products or materials used are of acceptable quality
• We have the right to supply the services

2. Your Rights When Things Go Wrong

If we fail to meet a consumer guarantee, you have rights to a remedy. The type of remedy depends on whether the failure is major or minor:

You are also entitled to be compensated for any other reasonably foreseeable loss or damage resulting from the failure.

3. Our Service Commitments

Realityscapes CBR is committed to providing exceptional service and transparent communication:

• Free On-Site Consultations: Comprehensive property assessment before providing quotes
• Transparent Pricing: Detailed written quotes with no hidden fees
• Clear Communication: Regular updates throughout your project
• Professional Standards: Work performed to industry best practices
• Site Cleanliness: Complete removal of all green waste and materials
• Respect for Property: Care taken to protect existing structures and landscaping
• Timely Service: Adherence to agreed schedules and prompt notification of any changes

4. Quotations and Pricing

Our quotation process ensures transparency and clarity:

• All quotes are provided in writing and remain valid for 30 days unless otherwise stated
• Quotes include a detailed breakdown of services, materials, and costs
• Any variations to the quoted work will be discussed and agreed upon in writing before proceeding
• Prices include GST unless otherwise stated
• Payment terms and schedules are clearly outlined in the quote

5. Booking and Scheduling

To ensure smooth project delivery:

• Work commencement dates are confirmed in writing after deposit payment
• We aim to complete projects within the estimated timeframe provided
• Weather-dependent work may require rescheduling for optimal results
• We will provide reasonable notice if schedule changes are necessary
• You will be notified 24-48 hours before our team arrives on site

6. Payment Terms

Our standard payment terms are:

• Deposit: Typically 30-50% upon acceptance of quote
• Progress payments may be required for larger projects
• Final payment due upon completion and your satisfaction
• Payment methods: Bank transfer, cash, or other agreed methods
• Payment terms specific to your project will be outlined in your quote

Under Australian Consumer Law, we cannot demand full payment before services are completed unless this is an industry practice (which it is not for landscaping services).

7. Cancellation and Refund Policy

8. Customer Responsibilities

To help us deliver the best results, we ask that you:

• Provide accurate information about your property and requirements
• Ensure site access is available on scheduled work days
• Arrange for pets to be secured during our visit
• Notify us of any underground services (gas, water, electricity, telecommunications)
• Follow provided maintenance and care instructions for plants and turf
• Notify us promptly of any concerns or issues
• Ensure timely payment according to agreed terms

9. Complaints and Dispute Resolution

We value your feedback and are committed to resolving any concerns:

10. Insurance and Liability

Realityscapes CBR maintains comprehensive public liability insurance. We take all reasonable care to protect your property and prevent damage. In the unlikely event of damage caused by our work, we will take responsibility and arrange for repairs or compensation in accordance with our insurance policy and the Australian Consumer Law.

11. Privacy and Data Protection

We handle your personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Your information will only be used for providing services to you and will not be shared with third parties except as outlined in our Privacy Policy.

12. Changes to This Policy

We may update this Customer Policy from time to time. The current version will always be available on our website. Changes will not affect rights you have already acquired or reduce your consumer guarantee rights under the Australian Consumer Law.