Refund Policy

1. Full Breakdowns

Full breakdowns are digital products that provide immediate access to the detailed information a Service Provider has shared about their project (including cost breakdown, timeline, key decisions, insights, and photos) 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

To request a refund for a full breakdown, raise a dispute in the "My Purchases" tab or contact us at buildpeek@gmail.com. BuildPeek will assess the claim and process a refund if it sees fit.

2. Video Consultations

Video consultations are scheduled 30-minute video calls between Buyers and Service Providers, booked and paid for through BuildPeek. Payment for a consultation is held by BuildPeek and released to the Service Provider after it takes place. If you do not confirm the consultation or raise a dispute within 5 days of the scheduled time, the payment is automatically released to the Service Provider.

• Provider declines the booking: If the Service Provider declines your consultation request, you will receive a full refund.
• Provider fails to attend: If the Service Provider does not attend the scheduled consultation, you may raise a dispute in the "My Purchases" tab. BuildPeek will review the dispute and act upon it as appropriate, and will process a refund if it sees fit.
• 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: No refunds will generally be provided for any refund claim relating to the perceived service quality of the consultation provided by the Service Provider. However, you may raise a dispute with BuildPeek, which BuildPeek will consider, and any decision by BuildPeek on providing a refund will be final.

To request a refund or raise a dispute for a consultation, use the "My Purchases" tab or contact us at buildpeek@gmail.com.

3. 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.

4. 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.

5. Disputes

If you are unsatisfied with the outcome of a refund request, you may escalate the matter to us at buildpeek@gmail.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).

6. Contact

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