Refund & Cancellation Policy

Last Updated: December 2025

This Refund & Cancellation Policy (“Policy”) outlines the rights and obligations of Key Co Landscapes (“we”, “us”, “our”) and the client (“you”, “your”) regarding cancellations, refunds, deposits, plant condition, and aftercare responsibility.

By booking our services, paying an invoice, or replying “YES” to our Marketplace confirmation message, you agree to this Policy in full.

1. General Refund Position (Strict, Clear, Non-Negotiable)

Key Co Landscapes provides living plants and custom-scheduled labour.
For this reason:

All sales are final. Refunds are not offered except as required by Australian Consumer Law.

Refunds will not be issued for:

  • Change of mind

  • Customer scheduling issues

  • Customer not being home

  • Weather delays

  • Plant death after installation

  • Failure to maintain or water plants

  • Access issues caused by the customer

Refunds are only considered where:

  • Key Co Landscapes cannot fulfil the agreed service, and

  • No materials have been ordered, and

  • No labour has been scheduled

2. Deposits

All deposits are strictly non-refundable.

A deposit secures:

  • plants

  • labour allocation

  • tools

  • transport

  • booking slot

Once booked, this business cost cannot be recovered.

Deposits may, at our discretion, be moved to a rescheduled date, but are never refunded or converted into cash.

3. Payments

  • Under $5,000 → full payment upfront before any work begins.

  • Over $5,000 → 50% non-refundable deposit, remainder due on completion.

  • Online purchases → payment in full at checkout.

Failure to pay the remaining balance immediately after job completion may result in:

  • delayed handover

  • refusal to provide aftercare guides

  • additional administrative fees

  • potential legal recovery charges

4. Change-of-Mind Cancellations

We do not accept change-of-mind cancellations after:

  • materials have been ordered

  • plants have been allocated

  • a job date has been confirmed

  • labour has been rostered

If a discretionary refund is approved (rare), a 3% payment processing fee is deducted.

5. Out-of-Area Purchases

Our service area includes:

  • Brisbane

  • Logan

  • Ipswich

  • Gold Coast

  • Sunshine Coast (selected suburbs)

  • Surrounding regions

If you accidentally purchase outside our region:

  • A refund will be issued minus 3% to cover non-recoverable card processing fees.

It is the customer’s responsibility to check the service area before ordering.

6. Refunds Related to Plant Health

Key Co Landscapes guarantees plants are:

  • alive

  • healthy

  • correctly planted to industry depth standards

at the moment installation is completed.

After installation, plant care becomes the exclusive responsibility of the customer.

Therefore, no refunds or replacements will be issued for plants that die after installation due to:

  • insufficient watering

  • over-watering

  • heat, drought, frost, storms

  • soil or drainage issues

  • transplant shock

  • pests, insects, or animal damage

  • fertiliser misuse

  • children or pets damaging plants

  • failure to follow the aftercare guide

  • natural variation in appearance or settling

Droopiness for 7–14 days is normal and not grounds for refunds or replacements.

7. Dead-on-Arrival Exception (Strictly Defined)

The only valid reason for plant replacement or partial refund is if a plant is dead on arrival, meaning:

  • the plant has no living leaves,

  • the trunk is dry, crispy, or snapped before planting,

  • and the plant was confirmed as dead at the time of installation.

Dead-on-arrival plants must be:

  • Reported immediately during handover, or

  • Reported within 48 hours if the customer was not present at installation

If a plant was alive and healthy at installation, no further claims or refunds will be accepted.

Our photographic documentation serves as the official proof of condition.

8. Weather Delays

Refunds will not be offered due to:

  • rain

  • storms

  • heat

  • unsafe conditions

  • rescheduling due to weather

Work will recommence at the earliest suitable opportunity.

9. Underground Services, Pipes & Obstructions

We perform a Dial Before You Dig (DBYD) check prior to every job.

However, DBYD cannot detect:

  • private stormwater

  • shallow pipes

  • old irrigation

  • DIY electrical

  • retrofitted drainage

  • non-compliant plumbing

Accordingly:

Key Co Landscapes accepts no responsibility or liability for any damage to underground services not visible on DBYD.

We do not issue refunds for delays, stoppages, or additional labour caused by obstructions such as:

  • roots

  • rock

  • concrete

  • underground infrastructure

Additional labour is charged at:

$110 per hour per worker, calculated using photo timestamps.

10. Obstruction/Cannot-Dig Policy (Customer Options)

If digging becomes impossible due to roots, concrete, rock, or non-standard soil conditions, the customer may choose:

A) Shift the plant slightly (where possible),
B) Remove the obstruction at their expense and reschedule the job,
C) Cancel the incomplete portion of work, paying only for completed work + a 20% cancellation fee for the portion not completed.

Refunds are not available for completed work.

11. Abuse & Safety Policy

If a customer:

  • swears at workers

  • is aggressive

  • is confrontational

  • creates an unsafe environment

We issue one warning.

If it continues:

  • work stops immediately

  • the deposit is forfeited

  • the job is cancelled

No refunds.

12. Photo Evidence & Dispute Resolution

Key Co Landscapes takes timestamped photos of:

  • hole depth

  • drilling conditions

  • obstruction evidence

  • plant condition at installation

  • before/after images

These timestamped images are the official record in any dispute.

Customer recollection cannot override documented evidence.

13. Refund Request Procedure

If you believe you are entitled to a refund (rare), you must email:

📧 keycolandscapes@gmail.com

Include:

  • full name

  • address

  • invoice number

  • photos of the issue

  • reason for request

Requests must be made within 48 hours of installation (dead-on-arrival only).
Refunds, if approved, are processed within 10 business days.

14. Australian Consumer Law

Nothing in this policy restricts your rights under the ACL.
If a service is defective in a way covered by law, we will remedy it by either:

  • repair,

  • replacement, or

  • re-performing the service

At our discretion.

15. Contact Information

Key Co Landscapes
Brisbane, QLD
📧 keycolandscapes@gmail.com
🌐 keycolandscapes.com.au