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Refunds / Cancellations Policy

Last updated: 2026-09-09

1. Scope

This policy explains Hausie's approach to cancellations, refunds and subscription termination for product sales, installation services and addon or subscription features.

2. Change of mind

Hausie's change-of-mind position is:

Hausie does not offer change-of-mind refunds, except where required by law or where Hausie expressly agrees otherwise in writing.

3. Change-of-mind hardware returns

Hausie does not offer returns or refunds for hardware solely because a customer changes their mind, except where Hausie expressly agrees otherwise in writing. This does not affect any rights or remedies available to the customer under the Australian Consumer Law or any other non-excludable law.

3A. Deposits, reserved stock and work already performed

If Hausie charges a deposit, call-out reservation fee, pre-configuration fee, special-order amount or similar upfront amount, the applicable quote, order or checkout flow should clearly explain:

  • what the amount is for
  • whether it is credited toward the final price
  • when it may be retained, forfeited or refunded

To the extent permitted by law, Hausie may retain or deduct amounts reasonably attributable to stock already ordered, reserved appointment time, travel, subcontractor commitments, pre-configuration work or other costs already incurred.

3B. Catalogue additions and additional installation

Catalogue additions selected before the initial installation may be included in the same installation visit when the agreed scope, site conditions and scheduling capacity allow.

Catalogue additions requested after the initial installation require a separate case-by-case quote. Hausie will disclose the additional work, price and timing and obtain customer acceptance before scheduling or charging that work.

Once an additional installation quote has been accepted, cancellation and refund treatment is subject to that quote, the applicable cancellation rules and any non-excludable rights under the Australian Consumer Law. Any separate electrician charge follows the same disclosed quote or checkout terms.

3C. Exceptional shipping

Hardware is normally delivered as part of the scheduled installation. If an exceptional shipment is agreed outside that visit, Hausie will disclose the applicable shipping cost and expected timing and obtain acceptance before charging or dispatching it. No shipment is required where the customer does not accept the separate arrangement, subject to any mandatory legal rights.

4. Installation cancellations

Installation cancellation rule:

Installation bookings may be rescheduled with at least 24 hours notice.

If the customer cancels with less than 24 hours notice, is unavailable at the appointment time, fails to provide safe and timely access, or otherwise causes a failed visit, Hausie may charge a reasonable late-cancellation, no-show or replacement-visit fee reflecting costs reasonably incurred.

These costs may include reserved appointment time, travel, reserved or specially ordered stock, subcontractor commitments, site preparation, pre-configuration or other work already performed. Any applicable charge must be disclosed in the relevant checkout, quote or cancellation policy before the customer commits to the relevant booking where reasonably practicable, and will only be applied to the extent permitted by law. The charge will not exceed Hausie's reasonable, non-recoverable costs.

5. Post-installation refunds

Hausie's post-installation refund position is:

Hausie does not offer refunds after installation or configuration work has been completed, except where required by law.

6. Subscription cancellations

Subscription cancellation rule:

The subscription may be cancelled at any time, but cancellation takes effect at the end of the current billing period, and already paid fees are not refunded except where required by law.

7. Trial cancellations

Trial cancellation rule:

The free trial may end without billing details being provided. When the free trial ends, the home downgrades to Free Hausie until the customer subscribes to a paid plan.

7A. Consumer guarantees and non-excludable rights

This policy is intended to sit alongside, and not override, any rights or remedies that cannot be excluded under the Australian Consumer Law.

Hausie must not use this policy to suggest that:

  • no refunds are ever available
  • a customer loses statutory rights after a fixed number of days
  • manufacturer warranties replace the customer's rights against Hausie
  • a completed installation automatically removes all legal remedies

8. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

9. Contact

For refund or cancellation requests, contact: