Last updated: 3 October 2026
This policy applies to the property research and sourcing service provided by Awareness Connect Pty Ltd (ABN 95 672 195 783) trading as Awareness Connect Enterprises (ACE, we, us, our). Our standard fee is $495 including GST ($450 plus $45 GST). This policy forms part of our Terms of Service.
1. Before we start work
If you cancel before we have started work on your brief (that is, before your intake call is held or before we start processing your completed brief), we will refund the full fee you paid.
2. After we start, before delivery
If you cancel after we have started work but before your report is delivered, we will refund the fee you paid less $150. The $150 covers the intake and brief analysis already completed.
3. After delivery
We do not offer refunds for change of mind once your report has been delivered. This does not affect your rights under the Australian Consumer Law (see section 5).
4. Delivery timeframe
We will deliver your report within 10 business days of receiving your completed brief, unless we agree a different timeframe with you in writing. If we expect a delay, we will tell you promptly.
5. Your Australian Consumer Law rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. If our service is not provided with due care and skill, is not reasonably fit for the purpose you made known to us, or is not delivered within a reasonable time, you are entitled to a remedy. Depending on the circumstances, that may mean we fix the problem or redo the work, or give you a refund or compensation. Nothing in this policy limits those rights.
6. Not linked to buying or partners
Refunds never depend on whether you buy a property or engage any buyer’s agent or other partner. Our fee is never refunded, reduced or increased because of a purchase outcome.
7. Partner sharing
Sharing your details with our licensed buyer’s agent partner is part of how we deliver our service. If you tell us before we start work that you do not want your information shared, and we are therefore unable to provide the service, we will refund the full fee you paid.
8. How to cancel or request a refund
Email ace-admin@awareness-ace.com with your name and invoice number, or call 0411 584 706. We will respond within 5 business days.
9. How refunds are paid
Refunds are paid to your original payment method, usually within 5 to 10 business days of approval. For buy-now-pay-later purchases, where offered, the provider will cancel or adjust any remaining instalments and return amounts already paid. We will issue an adjustment note for GST purposes.
10. Contact us
Awareness Connect Pty Ltd (ABN 95 672 195 783) trading as Awareness Connect Enterprises
Email: ace-admin@awareness-ace.com
Phone: 0411 584 706
Location: NSW, Australia