Refund, Cancellation & Postponement Policy

LRS Down Under | Version 1.0 | Effective 2 November 2026

LRS Down Under (“LRS”, “we”) is Jodie Hankin, ABN 45 907 683 365, Perth, Western Australia. This policy forms part of every LRS service agreement and applies to the Move Ready, Rent Ready and Boots on the Ground packages.

1. Your consumer rights

This policy does not limit your rights under the Australian Consumer Law (ACL), including the consumer guarantees that services will be provided with due care and skill, be fit for any specified purpose, and be delivered within a reasonable time. Where services fail to meet a consumer guarantee, you may be entitled to a remedy such as re-performance or a refund, and for a major failure you may cancel and receive a refund for unused services. Nothing in this policy or your agreement excludes, restricts or modifies those rights.

2. The principles we follow

Paying in full does not make any part of your fee automatically non-refundable.

You will never be charged for services that have not been delivered, except where a charge reflects reasonable, demonstrable costs or losses that the law allows us to recover.

We do not charge non-refundable deposits, fixed cancellation penalties or administrative cancellation fees.

Where a deduction is made, you will receive a written, itemised explanation.

3. Cancelling before work begins

If you cancel before any individualised work has commenced on your service, you receive a full refund. For Move Ready consultations, you may also reschedule once at no charge with at least 24 hours’ notice; shorter-notice requests are considered reasonably.

4. Cancelling after individualised work has begun

Individualised work includes preparing for your consultation, research, drafting your checklist or rental résumé, contacting agents on your instructions, inspections, or other work specific to you. If you cancel after such work has begun, we may retain only an amount reasonably attributable to services already delivered and to documented, non-recoverable costs or losses directly arising from the cancellation, to the extent the law permits. The balance is refunded. On request we will provide an itemised statement showing how any retained amount was calculated.

5. Third-party expenses

We will never incur third-party expenses on your behalf without your prior written authorisation. If you cancel, only the documented and non-recoverable portion of expenses you authorised may be deducted; recoverable amounts will be recovered and returned to you where reasonably possible.

6. Specific circumstances

Visa refusal: A visa refusal does not make your fee non-refundable. Your cancellation is assessed under section 4 in the same way as any other: you are refunded for services not delivered, less only reasonable amounts for services delivered and demonstrable costs.

Visa processing delays: See section 7 — a pause is usually a better option than cancelling, and your services will not be terminated simply because a visa is delayed.

Employment withdrawal, redundancy or changed start dates: You may request a pause (section 7) or cancel (section 4). Reasonable changes to your relocation dates, target suburbs or property requirements are accommodated at no charge; if your changed circumstances amount to a materially different scope of work, we will discuss and agree any changes in writing before proceeding.

Unexpected family or personal circumstances: We will work with you compassionately to pause, reschedule or cancel under sections 4 and 7. Tell us as soon as you can; no evidence of the circumstances will be required beyond what is reasonably necessary to plan your services.

7. Postponements, pauses and reactivation

You may request a pause at any time by emailing hello@lrsdownunder.com, for example where visa, employment or relocation arrangements are delayed.

We will agree the pause start date and an expected reactivation date with you in writing (email is fine).

Effect on the 90-day service period: the service-period clock stops on the agreed pause date and restarts on the agreed reactivation date, so the period is extended by the length of the pause. You do not lose paid service time by pausing.

During a pause we will not perform chargeable services, but we remain available for reasonable questions about reactivating.

A pause may run for up to 12 months. If you are not ready to reactivate by then, we will contact you to agree next steps; if no reactivation is agreed, the arrangement is treated as a cancellation and assessed under section 4.

Any proposed additional fee connected with a pause or reactivation will be disclosed and must be agreed by you in writing before it applies. We will not charge simply for the act of pausing.

We cannot reserve availability indefinitely, so reactivation dates are agreed in good faith based on our capacity at the time; we will always offer the earliest reasonably available arrangement.

8. If a rental property cannot be secured

Our packages are services, not outcomes: we cannot guarantee rental approval, property availability or lease terms, and your agreement says this clearly. If the 90-day service period ends without a tenancy being secured, we will discuss options with you, which may include an agreed extension of the service period, revised suburbs or requirements, or closing the service. Refunds in this situation are assessed under section 4 — for services genuinely delivered the fee stands, but any component not delivered is refundable.

9. If LRS cannot fulfil its obligations

If we cannot deliver agreed services (for example due to illness or circumstances beyond our control) and a suitable alternative cannot be agreed with you, we will refund the undelivered portion of your fee promptly, in addition to any remedy you are entitled to under the ACL.

10. How refunds are calculated and paid

Email hello@lrsdownunder.com to cancel or request a refund. We confirm receipt within 2 business days.

We provide a written, itemised refund assessment within 10 business days, showing services delivered, any documented non-recoverable costs, and the refund amount.

Approved refunds are paid within 10 business days of the assessment, to your original payment method where possible.

11. Disputes about refunds

If you disagree with a refund assessment, please raise it under our Complaints Handling Policy — it will be reviewed fairly and independently of the original decision where possible. You may also contact Consumer Protection WA (consumerprotection.wa.gov.au) for free advice and dispute resolution, or report concerns to the ACCC. Your ACL rights are unaffected by anything in this policy.