Refunds

Short version: if something in the report is wrong, tell us and you get your money back or a corrected report, whichever you prefer. Last changed 18 October 2026.

What we refund

We refund a report where a fact in it does not match the register we named, as at the date we stated beside it.

That test is deliberately objective. Every figure in the report carries its source and its date precisely so that "this is wrong" is something that can be checked rather than argued. If we said the zone is C4 Environmental Living and the planning certificate says R2, that is wrong and you are refunded. If we said the land is not in a mapped flood planning area and it is, that is wrong and you are refunded.

You can have a corrected report instead of the money, if the correction is what you actually wanted. It is your choice, not ours.

And if we cannot deliver your report at all, for example because the email bounces, the email address does not exist or nothing we send reaches you, we refund you without you having to ask.

What we do not refund

Being straight about this is fairer than being vague:

• Changing your mind. The report is produced the moment you order it and it is delivered immediately. Deciding afterwards that you did not need it is not a fault in the report.
• Disagreeing with an assessment. Where the report reasons about what a finding means, that is our reading and you are free to reject it. A conclusion you disagree with is not an incorrect fact.
• A register holding nothing. Where no register covers an address, the report says so. That is the honest answer and often the most useful one, even though it is not the answer you were hoping for. A report that often says "not established" or "no register covers this" is doing its job.
• The register itself being out of date. We report what the register said and when. If the register is stale, the report is accurate about a stale register, and we will say so plainly if you ask.

The last one has a limit. If a register was materially wrong and we had a way to know and did not check, that is on us, and we will treat it as our error.

How to ask

Email hello@wattleaddr.com.au with the link to your report and the figure you believe is wrong. Naming the figure is all we need; you do not have to prove it. We check it against the register ourselves.

We aim to answer within two business days. A refund of a report bought by card goes back to the card that paid, and your bank usually takes a few more days to show it. Packs and Team are refunded differently: see below.

How we decide refunds of packs and Team

A refund is not automatic. RR Sols checks each request against these terms and decides whether a refund is due and how much. We tell you our decision, with the reason, in writing. This does not limit your rights under the Australian Consumer Law.

If a report from your pack or Team is wrong

Tell us, as above. When we confirm that the error was ours, we put the report back in your pack or Team allowance. We do that by hand, it does not happen by itself, and you keep the report you received. If you would rather have the money, tell us and we refund that report's share of what you paid, by bank transfer with an adjustment note. For a pack, one report is the price divided by the reports in the pack. For Team, one report is the term's price divided by its reports, which are 300 for each month of the term. We round down to the cent. For example, one report from a 20 report pack paid at $176 including GST is $8.80, GST included. This does not limit your rights under the Australian Consumer Law. Separately, if we cannot produce a report after you order it from a pack or Team, it goes back automatically and nothing is used.

Report packs and Team

A pack is a prepaid number of reports. Team is a prepaid term with a monthly allowance. The refund rules for single reports above do not change. These are the rules for packs and Team.

• Unused reports in a pack. Reports in a pack do not expire. You can ask for a refund of the unused reports for 12 months after payment. We email you 30 days before that window closes if you still have unused reports, unless you bought with a code that has no refund for change of mind. The refund is the amount on the invoice, GST included, multiplied by the number of unused reports and divided by the number of reports in the pack, rounded down to the cent. For example, 15 unused reports from a 20 report pack paid at $176 including GST are refunded $132, GST included. After 12 months the unused reports stay usable. We do not refund them on request after that. The next rule is the exception.
• Free re-makes. A report made again free (see Report packs and Team in the Terms) used no report from the pack or the Team term, so it is not counted as used when a refund is worked out.
• Team. The refund is what you paid, GST included, less $198 for each month that has started. A month has started once the term has reached it, counted from the day the term starts, and part months are not refunded. The $198 is the price of the 3 month term, $594 including GST, divided by 3, and it is fixed when you buy. For example, a 12 month term paid at $1,980 including GST that has run for 2 months and 5 days: 3 months have started. The refund is $1,980 less 3 times $198, which is $1,386. A term that has not started yet is refunded in full. The refund is never below nothing.
• Team bought with a discount code that is refunded. If you paid less than the full price of the term, and the code was not sold with no refund for change of mind (see below), we keep the same share of the $198: it is $198 multiplied by what you paid and divided by the full price, rounded down to the cent. So the amount kept goes down in the same proportion as the price. For example, a 3 month term bought at half price, $297 including GST, that has run for 5 days: 1 month has started. The amount kept for it is $198 multiplied by $297 and divided by $594, which is $99. The refund is $297 less 1 times $99, which is $198.
• If an area is no longer covered, or we discontinue the service. If an area you could report on when you paid is no longer covered, or we discontinue WattleAddr Property, you can ask for a refund of what is unused at the price you paid. This applies whenever it happens, including after 12 months. The rule of $198 for each started month, GST included, does not apply to it. For a pack the amount is worked out as above. For Team it is the price you paid, divided by the months in the term, for each whole month that has not started. Choose that reason when you ask. We check that the area or the service has gone, then pay it.

The firm's owner or billing contact asks for a refund in the console, under Refunds, and gives the bank account to send it to. When there is an amount to refund, asking holds those reports back so they cannot be used while we decide, and for Team it stops the term. If we decline, the reports and the term go back. You can withdraw a request until we start the transfer. After that it can no longer be withdrawn.

This does not limit your rights under the Australian Consumer Law.

Free trials and codes

Reports from a free trial are not refunded. They end with the trial.

Some discount codes are sold with no refund for change of mind. If you buy a pack or Team with one of those codes, the unused reports of a pack, and the unstarted months of Team, are not refunded because you changed your mind. We tell you this before you pay, and the tax invoice says so. We decide it when we create the code, and the invoice keeps it, so a later change to a code does not change an invoice already issued.

Other discount codes are refunded on what you paid, by the rules above.

A code with no refund does not apply if an area you could report on when you paid is no longer covered, or if we discontinue WattleAddr Property. In that case we refund what is unused at the price you paid, as above, whatever code you used. Choose that reason when you ask, under Refunds in the console.

A report that is not what we said it is can still be corrected or refunded, as above. This does not limit your rights under the Australian Consumer Law.

A tax invoice with nothing to pay has nothing to refund.

How refunds of packs and Team are paid

If we approve a refund, we pay it within 10 business days of your request. If we need your bank details, or you change them, the 10 business days start when you give them.

Refunds are paid by bank transfer to an Australian bank account, in Australian dollars. They are not paid to a card, and not as credit. We pay a closed firm only to an account in the name on the invoice. We email you when it is paid.

We collect the account name, BSB and account number only to pay the refund. We delete them once the refund is paid, declined or withdrawn. We keep the last 3 digits of the account number so you can recognise the account. Backups keep a copy for up to 14 days, then it is gone. If a request is still waiting 90 days after you gave the details, we delete them and email you to give them again, unless we have started the transfer to it. The request, its date and its amount stay as they were.

GST and adjustment notes

Prices include GST, and the GST is shown on the tax invoice. When we refund money we issue an adjustment note. It is the tax document that reverses the GST on the refunded amount. We email your billing contact when it is issued. The note is in the console under Refunds. Keep it with the original invoice.

Duplicate payments

If you pay an invoice twice, we return the second payment by bank transfer. If you pay one we have cancelled, we return that payment by bank transfer. This is not a refund of a pack. Your invoice and reports are not changed, and no adjustment note is issued. We contact you for the account to send it to, and we email you when it has been returned. The bank details are handled as above, and are deleted 90 days after you gave them if the money has not been returned by then.

Your rights under Australian law, which this policy does not replace

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, a report must be fit for its purpose and must match the description we gave it.

If a failure is major, you choose between a refund and a replacement. If it is minor, we may offer to fix it first. Nothing on this page limits those rights, and if this page and the Australian Consumer Law ever disagree, the Australian Consumer Law applies.

If you think we have got that wrong, the ACCC and NSW Fair Trading both take complaints, and you do not need our permission to make one.