Refund & cancellation policy

This policy applies to paid advisory engagements with CoveHub Market Advisory Pty Ltd, including Market Entry Assessments, Location Shortlist Reviews, Opening Calendar Planning, and Category & Supplier Briefings. It does not cover goods, subscriptions, or online checkout — none of which are offered on this site.

Eligibility for refunds

Fees are tied to professional time and scheduled field work. Refund eligibility depends on how much of the engagement has started, whether travel has been booked, and the notice you give when cancelling or rescheduling.

Deposits

Engagements typically require a deposit of 40% of the agreed fee to reserve advisor dates and commence desk preparation. The balance is invoiced on delivery of the written brief or final workshop, as stated in your engagement letter.

Cancellation by you

• More than 14 days before the first scheduled field visit or workshop: full refund of amounts paid, less any non-recoverable travel already purchased with your written approval.
• 7–14 days before: 50% of the deposit is retained; any unused balance of payments is refunded.
• Fewer than 7 days before, or after field work has begun: deposit is non-refundable; work completed to date is invoiced at the agreed rate and is payable.

Rescheduling

One reschedule with at least 7 days’ notice is available without fee, subject to advisor availability. Further reschedules or short-notice changes may incur a rescheduling charge of AUD 250 to cover re-planning of visits.

No-shows

If you miss a scheduled kick-off call, workshop, or catchment visit without 24 hours’ notice, that session is treated as delivered for scheduling purposes. A replacement session may be arranged at an additional fee.

Work already started

Once desk review or field visits have started, fees for completed stages are payable even if you later decide not to proceed with a lease. We will provide materials produced to that point.

Partial refunds

If CoveHub cancels an engagement for reasons within our control (advisor illness without a substitute, for example), you may choose a full refund of amounts paid for undelivered stages or a rescheduled timeline at no extra charge.

Non-refundable items

• Approved third-party travel and accommodation booked for your catchment visits
• Completed written deliverables already issued to you
• Administrative card or bank fees where a refund is otherwise due (we refund the net amount we received)

Purchased materials

We rarely purchase materials on your behalf. If an engagement letter authorises a specific purchase (for example, a local planning document fee), that cost is pass-through and non-refundable once incurred.

Refund process & timing

Email hello@content-covehub.click with your engagement reference and reason. We confirm eligibility within five business days. Approved refunds are processed within 10 business days to the original payment method, or by electronic transfer to an Australian account you nominate if the original method is unavailable.

Australian Consumer Law

Nothing in this policy limits non-excludable rights under the Australian Consumer Law. If services fail to meet a consumer guarantee, you may be entitled to a remedy including a refund where the failure is major.

Contact for refund requests

CoveHub Market Advisory Pty Ltd — hello@content-covehub.click — (08) 9013 8081 — Street: 5 Carnegie Avenue; City: Buller; State/province/area: Western Australia; Phone number: (08) 9013 8081; Zip code: 6532; Country calling code: +61; Country: Australia.