Refund Policy

A legal disclaimer

At Lochaven Landscapes, we take great pride in delivering high-quality garden maintenance and landscaping services. We are committed to customer satisfaction and maintaining clear communication regarding our services and policies. While we strive to meet and exceed expectations, we understand that there may be circumstances where a refund is requested. This refund policy outlines the conditions under which refunds may be granted and the process for requesting one.

General Refund Policy

Our services include garden maintenance subscription plans, one-off landscaping services, and customized garden care solutions. The eligibility for a refund varies based on the type of service you have purchased.

Subscription Plans: Refunds are generally not issued for ongoing subscription services once the service month has begun. However, under special circumstances where services were not provided due to factors on our end, we will assess the situation and offer an appropriate resolution, which may include a refund or service credit.
One-Off & Custom Services: Refunds may be granted in cases where the service was not delivered as agreed or if significant issues arose that were not rectified.
Initial Garden Maintenance Setup Fee: This $200 fee is non-refundable as it covers the time and effort required for the initial garden assessment, preparation, and any necessary adjustments to begin your garden maintenance plan.

We believe in working closely with our customers to ensure their satisfaction. If there are any concerns about your service, we encourage you to contact us so we can address them directly.

Refund Policy for Subscription Plans

Lochaven Landscapes offers three garden maintenance subscription plans: Essential, Premium, and Prestige. These plans provide regular garden care at different service levels. Due to the nature of ongoing maintenance services, refunds are handled according to the following guidelines:

Subscription Cancellation & Refunds

Customers may cancel their subscription at any time by providing 30 days' written notice via email or phone.
If you cancel your subscription before the end of a prepaid service period, no refunds will be issued for the remaining duration of that period. However, you may continue receiving services until the paid period ends.
If you cancel before your first scheduled maintenance visit, you may be eligible for a partial refund, minus the setup fee and any administrative costs incurred.

Missed or Rescheduled Visits

If a scheduled visit cannot be completed due to severe weather conditions, staff unavailability, or other circumstances on our end, we will make every effort to reschedule the service at a mutually convenient time.
If rescheduling is not possible, we may offer a service credit toward your next scheduled visit. Refunds for missed services are only issued in rare cases where alternative arrangements cannot be made.
If a visit cannot be completed due to reasons within the customer’s control (e.g., locked gates, pets preventing access, or lack of property access), the visit may be forfeited, and no refund will be issued.

Dissatisfaction with Service

If you are dissatisfied with a completed garden maintenance visit, please notify us within 48 hours of the service. We will work to address your concerns and may offer a corrective visit at no additional charge.
Refunds will only be considered if the issue is due to a failure to meet the agreed-upon service standards and we are unable to correct the problem.

Refund Policy for One-Off & Custom Landscaping Services

For individual landscaping projects and custom garden transformations, refunds are handled based on the progressive invoicing model. This means that as work progresses, invoices will be issued for completed stages, and refunds will only apply to services that have not yet been completed.

Progressive Invoicing & Cancellations

Projects are billed in stages as work is completed. Each stage will have an agreed-upon milestone and corresponding invoice.
If a project is canceled before work begins, a full refund will be issued, minus any costs incurred for materials purchased or administrative work completed.
If a project is canceled after one or more stages have been completed, no refunds will be issued for the completed work. However, future invoicing will stop, and no further payments will be required.

Cancellation Before Service Begins

If you cancel a one-off service before work has started, a full refund will be provided, minus any costs incurred for materials purchased or administrative work completed.
If cancellation occurs after work has commenced, we will assess the percentage of work completed and issue a partial refund accordingly.

Unsatisfactory Workmanship

If you believe the service provided does not meet agreed-upon expectations, please notify us within 7 days of project completion.
We will assess the issue and may offer a correction or additional service at no extra cost. Refunds will only be considered in cases where a reasonable resolution cannot be reached.

Project Delays or Incomplete Work

If we are unable to complete a project due to unforeseen circumstances, such as supply shortages or adverse weather, we will work with you to establish a revised timeline.
In rare cases where a project must be canceled by Lochaven Landscapes, a full or partial refund will be issued based on the work completed.

Requesting a Refund

If you believe you are entitled to a refund, follow these steps to submit your request:

How to Request a Refund

Contact Us – Reach out via email at hello@lochavenlandscapes.com.au or call us at +61 411 476 478 your refund request.
Provide Details – Include your service details, reason for the refund request, and any supporting documentation (e.g., photos, receipts, or descriptions of the issue).
Review Process – Our team will assess your request and respond within 5-7 business days with an update.
Resolution & Refund Processing – If approved, refunds will be processed to the original payment method within 10 business days. If a refund is not possible, a service credit may be issued instead.

Additional Notes & Exceptions

Non-Refundable Fees: The $200 garden maintenance setup fee is non-refundable under all circumstances.
Refund Processing Times: Refunds will be issued back to the original payment method within 10 business days of approval. Processing times may vary depending on your bank.
Force Majeure: We are not liable for delays or cancellations caused by unforeseen circumstances such as extreme weather, natural disasters, or government regulations. No refunds will be issued in such cases, but we will make every effort to reschedule the service.

At Lochaven Landscapes, we value your trust and are committed to ensuring you receive the highest quality garden care. If you have any concerns about your service, please reach out—we’re happy to work with you to find a solution!