Effective date: 23 May 2026
We want you to feel confident purchasing a buyerlab report. This policy explains exactly when refunds are available, when they are not, and what alternatives you have. Our approach is designed to be fair: we protect your interests before work begins, and protect the time and data costs our analysts incur once they start.
If you've purchased a report but research has not yet commenced - meaning no analyst has opened the intake, pulled data, or begun any section - you are entitled to a full refund of the credit price. Contact us as soon as possible at luke@nextprop.au with your order number. Refunds in this scenario are processed promptly and without dispute.
Please note: buyerlab is committed to a 24-hour report delivery window, and research typically begins very soon after purchase to meet this commitment. If you need to cancel, please contact us within an hour or two of purchasing - the sooner, the better.
Once an analyst has begun work on your report - including pulling property data, running comparable sales, reviewing title details, or drafting any section - the report is non-refundable. This reflects the time, data licensing costs, and professional effort already incurred on your behalf. We will always complete the full report to our stated standard once work has begun.
Unused credits remaining in a 3-pack or 5-pack are not refundable. However, credits never expire - come back in two years and they will still be there. You can also transfer unused credits to any other person directly from your dashboard, and arrange payment off-platform or gift them for free entirely at your discretion. There is no pressure to use credits quickly.
If we are unable to prepare your report because the property falls outside our current coverage area, or we cannot source sufficient data to produce a quality analysis, a full refund will be issued automatically. You will be notified promptly and no credit will be consumed.
In rare circumstances we may decline a report request for reasons within our reasonable discretion (for example, a conflict of interest, or inability to access sufficient property information). In any such case, a full refund will be issued for the relevant credit and you will be notified with an explanation.
Every buyerlab report is guaranteed to cover all 15 standard sections. If any section is missing, incomplete, or falls short of our stated standard, we will revise and reissue the affected sections at no charge - typically within 24 hours of your request. Our first response will always be to make it right, not to issue a refund.
To raise a completeness concern, email luke@nextprop.au with your order number and a description of what is missing or substandard. We will review and respond within 1 business day. If a revision does not resolve the issue to a reasonable standard, we will consider a partial or full refund at our discretion.
Every buyerlab report covers all 15 standard sections, every time - no exceptions. The 15 sections included in every report are:
If any section is missing, incomplete, or does not meet our stated standard, we will revise and reissue the affected sections at no charge - typically within 24 hours of your request. We ask that you contact us before requesting a refund, as our first response will always be to make it right.
This guarantee covers the completeness and quality of the report itself. It does not guarantee any specific negotiation outcome, property purchase price, or investment result. Property markets are inherently unpredictable and our reports represent professional opinions based on data available at the time of preparation.
To invoke the guarantee, email luke@nextprop.au with your order number and a description of the section(s) you believe are missing or substandard. We will review and respond within 1 business day.
We do not issue refunds for unused credits. Once a package is purchased, unused credits are non-refundable regardless of how much time has passed or how many credits remain.
Instead, we offer a flexible transfer process so your credits are never wasted. Here's how it works:
Credits never expire, so there is no urgency. You can hold onto unused credits for as long as you need - come back in two years and they will still be there. If you're unsure how to transfer a credit or need assistance, contact us at luke@nextprop.au and we'll walk you through it.
To request a refund, email luke@nextprop.au with the following information:
We aim to respond within 1–2 business days. If your refund request is approved, it will be processed via Stripe back to the original payment method. Refunds typically appear in your account within 5–10 business days, depending on your bank or card issuer. We have no control over this processing time once the refund is initiated on our end.
Change of mind is not a basis for a refund once research has commenced. If you have purchased a credit but not yet submitted an intake form for a specific property, you may request a refund for that unused credit before any work begins. If you have submitted an intake form and an analyst has started work, change of mind refunds are not available.
If you are not satisfied with our response to a refund request, please let us know and we will escalate your concern to a senior member of our team. We are committed to resolving disputes fairly and promptly. Nothing in this policy limits your rights under the Australian Consumer Law. If you believe we have acted unreasonably, you may also contact your bank to raise a payment dispute, or contact the Australian Competition and Consumer Commission (ACCC).
Nothing in this Refund Policy excludes or limits any right or remedy you may have under the Australian Consumer Law (Competition and Consumer Act 2010, Schedule 2). Where the Australian Consumer Law applies, you may be entitled to a refund, replacement, or compensation for a major failure of our services. For minor failures, we will be given the opportunity to remedy the failure first. We take our obligations under the Australian Consumer Law seriously and will honour them in full.
For any questions about this policy or to submit a refund request, contact us at luke@nextprop.au. We are happy to discuss your situation before you make a formal request.