Policies & Guarantees

Refund, Complaint and Privacy

Agewell Design’s Policies and Gurantees on Refund, Complaint and Privacy follows Australian Consumer Law and privacy regulations to ensure transparency, fairness, and client confidence in every service.

Refund Policy

At Agewell Design, we are committed to fair and transparent practices in line with the Australian Consumer Law (ACL).

Eligibility for Refunds

How to Request a Refund

You are entitled to a refund or remedy if our services:

  • Are not delivered with due care and skill

  • Are not fit for their intended purpose

  • Do not achieve the agreed outcome

    • Notify us in writing within 14 days of identifying the issue

    • Include:

      • A description of the problem

      • Relevant documents or deliverables

    We will assess your request within 5 business days.

Remedies We Offer

Additional Information

Depending on the situation, we may provide:

  • A full or partial refund

  • Rectification or re-performance of the service

  • A credit toward future services

We aim to resolve claims quickly and professionally.

For more details on your consumer rights, please visit:

https://www.accc.gov.au/consumers/buying-products-and-services

Complaint Policy

At Agewell Design, we value your feedback and are committed to resolving concerns promptly, respectfully, and fairly. Our complaints process complies with the Australian Consumer Law (ACL) and the ACCC complaint handling principles.

How to Make a Complaint

Complaint Recording & Tracking

You can lodge a complaint via:

  • Email or written correspondence

  • Our online contact form

  • Directly with staff during service delivery

Please include:

  • A clear description of the issue

  • Relevant dates or documents

  • Your desired resolution

All complaints are recorded in a secure register including:

  • Date received

  • Nature of the issue

  • Actions taken

  • Resolution outcome

This helps us maintain accountability and improve services.

Resolution and Remedies

Confidentiality & Fairness

Possible outcomes include:

  • Service rectification

  • Refunds or credits (as per our refund policy)

  • Improvements to processes or communication

  • All complaints are handled confidentially

  • No client will be disadvantaged for raising concerns

  • Investigations are impartial and fair

Privacy Policy

At Agewell Design, we respect your privacy. This policy explains how we collect, store, and use your information in accordance with the Privacy Act 1988 (Cth) and the Privacy and Data Protection Act 2014 (Vic).

Information We Collect

How We Store Your Information

We may collect personal information such as:

  • Your full name and contact details

  • Project-related documentation and correspondence

  • Financial or contractual data necessary to deliver our services

All information is collected lawfully and directly from you, unless you have provided consent for us to obtain it from another source.

  • Securely stored in encrypted cloud environments

  • Access restricted via passwords and role-based permissions

  • Regular audits conducted to maintain data protection standards

How We Use and Share Your Information

Access and Corrections

Your information is used only for:

  • Delivering architectural services

  • Managing service agreements and projects

  • Meeting legal and regulatory obligations

We will never share your information with third parties unless:

  • Required by law

  • Explicitly authorised by you

  • Necessary for subcontracted work under confidentiality agreements

  • You may request access to the personal information we hold about you. We will:

    • Respond within 30 days

    • Provide access unless legally restricted

    • Correct inaccuracies promptly upon request

Data Retention

Policy Updates

We retain information only as long as legally required or necessary for service delivery. Once no longer needed, data is securely deleted.

  • This Privacy Policy may be updated to reflect changes in legislation or business practices. We will notify clients of significant changes.