Refund Policy

1. Virtual Tours

Virtual tours are digital products that provide immediate access to pre-recorded video content upon purchase. A refund may be issued if:

• The content is substantially different from what was described in the listing
• The content is defective or inaccessible due to a technical issue on our end
• The listing is found to contain materially false or misleading information

If you believe you are entitled to a refund, please contact us at hello@buildpeek.com and we will review your request.

2. Video Consultations

Video consultations are scheduled calls between Buyers and Service Providers.

• Provider declines the booking: If the Service Provider declines your consultation request, you will receive an automatic full refund.
• Provider fails to attend: If the Service Provider does not attend the scheduled consultation, you are entitled to a full refund. Contact us at hello@buildpeek.com and we will process the refund promptly.
• Buyer cancellation: If you wish to cancel a confirmed consultation, please contact us at least 24 hours before the scheduled time for a full refund. Cancellations within 24 hours of the scheduled consultation are non-refundable.
• Service quality: If the consultation was completed but was substantially not as described (e.g. the Service Provider was unable to answer questions about the listed property), you may request a refund within 48 hours of the consultation. We will review the claim on a case-by-case basis.

3. How to Request a Refund

To request a refund, email us at hello@buildpeek.com with:

• Your account email address
• The property listing in question
• The date of purchase
• The reason for your refund request

We aim to respond to refund requests within 2 business days.

4. Refund Processing

Approved refunds are processed through Stripe and returned to the original payment method. Refunds typically appear within 5–10 business days, depending on your bank or card issuer. BuildPeek's platform fee is also refunded in full when a refund is issued.

5. Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on you by the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement. If a service you purchased on BuildPeek has a major failure (as defined under the ACL), you are entitled to a refund regardless of this policy.

6. Disputes

If you are unsatisfied with the outcome of a refund request, you may escalate the matter to us at hello@buildpeek.com. If the dispute cannot be resolved directly, you may contact your state or territory's consumer protection agency or the Australian Competition and Consumer Commission (ACCC).

7. Contact

For refund enquiries, contact us at hello@buildpeek.com.