Refund and cancellation policy
Last updated 2026-10-13
Draft: pending legal review
Draft pending legal review. Online booking and payment is being tested and isn’t open to customers yet. These rules are proposed and will be confirmed before it opens.
Enquiries
Enquiries are free, and you can withdraw an enquiry at any time by emailing enquiry@consultit.com.au. If you pay a consultant directly, outside Consult It, that consultant’s own cancellation and refund terms apply.
Bookings paid through Consult It
- Free cancellation up to 24 hours before the agreed session time, with a full refund.
- Can’t agree a time: if you and the consultant haven’t agreed a session time within 7 days of paying, you can cancel for a full refund.
- Late cancellation (under 24 hours) or a no-show: the consultant may keep up to 50% of the session price. Their profile and booking screen will show this before you pay.
- Consultant cancels or doesn’t attend: full refund.
- The service isn’t delivered as described: contact us within 14 days, and we’ll work with you and the consultant to resolve it. That includes a refund where the consumer guarantees apply.
- No hidden fees. The price you see at checkout is the total price, and customers pay no extra platform fee.
How refunds are paid
- Refunds go back to the card or payment method you used, through Stripe. Banks usually show them within 5–10 business days.
- We aim to process approved refunds within 5 business days of approving them.
- If we’ve already paid the consultant, we can still refund you. Recovering the money from the consultant is our responsibility, not yours.
Your rights under Australian Consumer Law
Services come with guarantees that can’t be excluded under the Australian Consumer Law. If a service has a major failure, you’re entitled to cancel it and get a refund, or to compensation for the drop in value. Nothing in this policy limits those rights.
How to ask for a refund
Email help@consultit.com.au with your name, the consultant’s name, the date you paid and what went wrong. We aim to respond within 10 business days. Please contact us before disputing a payment with your bank. It’s usually faster, and a bank dispute can take weeks.