Policies & Guarantees

Refund, Complaint and Privacy

At Agewell Design, we operate with transparency, professionalism, and a commitment to delivering high‑quality architectural services. These policies outline your rights, our responsibilities, and the standards we uphold in accordance with Australian Consumer Law and relevant privacy legislation.

Refund Policy

Agewell Design is committed to fair, ethical, and client‑centred service delivery. We comply with the Australian Consumer Law (ACL), which provides guarantees for services supplied in Australia.

Your Rights Under Australian Consumer Law

Refund Eligibility & Assessment Process

You are entitled to a remedy if a service we provide:

  • Is not delivered with due care and skill
  • Is not fit for its intended purpose
  • Does not match the description or agreed scope

How to Request a Refund

  • Notify us in writing within 14 days of identifying the issue via email      info@agewelldesign.com.au

  • Include:

    • Your name
    • Project address
    • Date of service
    • Reason for your request
    • Any supporting documentation

Refunds may be provided when:

  • A major failure has occurred under the ACL
  • A service has not been delivered as agreed
  • A significant error prevents the service from being used as intended

Refunds are not provided when:

  • You change your mind
  • You request work outside the agreed scope
  • Delays occur due to external factors (e.g., council processing times, third‑party consultants, builder delays)

During the Assessment we will:

  • Acknowledge your request within 5 business days
  • Review the matter in line with ACL requirements
  • Provide an outcome and next steps

Remedies We Offer

Assessment Process and Additional Information

Depending on the situation, we may provide:

  • A full or partial refund
  • Rectification  or re-performance of the services
  • A credit towards 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 Lodge a Complaint

Complaint Recording & Tracking

You can lodge a complaint via:

  • Email or written correspondence to info@agewelldesign.com.au
  • Our online contact form contact
  • Directly with staff during service delivery

Please include:

  • Your name and contact details
  • Project address
  • A clear description of the issue
  • Any relevant documents or correspondence

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.

You information and data will be stored:

  • Securely stored in encrypted cloud environmnets
  • Access restricted via passwords and role-based permissions
  • Regular audits conducted to maintain data protection standrards

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 under 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.

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