Terms

Last updated: 8 October 2026

1. About these terms

These terms are between Level 9 Reports Pty Ltd (ABN 70 700 989 993), operating the website www.melbournebuildingreports.com.au (“we”, “us”), and the person named in the booking (“you”). You accept them by ticking the box when you book online, or by confirming a booking with us by phone or email. Someone can accept them on your behalf, such as your solicitor, conveyancer or agent, if they have your authority.

2. Your Pre-Inspection Agreement

After you book, we email you our Pre-Inspection Agreement to sign online. It sets out what the inspection covers, its limitations, and how long you can rely on the report. We can’t carry out the inspection until it is signed.

3. Price and payment

• The price is as quoted and includes GST. Quotes are valid for 30 days and are based on a standard layout. If we find extra rooms, we will confirm any change with you first.

• A travel fee applies to properties outside the service areas listed on our website. If it applies, it is shown in your quote.

• We email a tax invoice when you book, and you can pay securely by card (Stripe). No card surcharge applies. Please pay before the inspection if you can. Your report is issued once full payment has been received.

4. Cancelling or rescheduling

• No charge if you give us at least 24 hours’ written notice.

• A $100 (incl. GST) fee applies if you cancel or reschedule within 24 hours of the scheduled inspection time, or if our inspector arrives on-site and cannot safely begin work within 15 minutes due to conditions within the client’s or occupant’s control (e.g., missing keys, locked gates, unrestrained pets, active refusal of entry by tenants, or unaddressed site hazards that were reasonable to clear beforehand).

• No fee applies if we need to reschedule due to adverse weather or severe environmental/structural safety hazards outside reasonable control (e.g., heavy rain or high winds making roof or subfloor access unsafe, live exposed wiring, active pest swarms, structural instability, or hazardous materials such as friable asbestos).

5. Refunds

• Cancelled with at least 24 hours’ notice: full refund.

• Cancelled inside 24 hours, or no access on arrival: refund less the $100 (incl. GST) fee.

• If we cancel: full refund, or a free reschedule if you prefer.

• Once the inspection has been carried out: no refund. If you have concerns, see section 6.

6. Complaints

1. Contact us on 1800 577 100 or info@melbournebuildingreports.com.au. We will acknowledge your complaint within 1 business day and aim to resolve it within 10 business days. Please raise any complaint within 14 days of receiving your report.

2. If it isn’t resolved, either of us can give the other written notice of the dispute.

3. If it still isn’t resolved within 21 days of that notice, either of us can refer it to mediation through the Resolution Institute. Mediation costs are shared equally.

This does not stop you contacting Consumer Affairs Victoria or using your other legal rights.

7. Your consumer rights

Nothing in these terms or the Pre-Inspection Agreement limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded.

8. Privacy

We use your details to provide this service. They are stored in our booking, payment and reporting systems (GoHighLevel, Stripe and My Inspection App). We share them with our pest inspection subcontractor, anyone you ask us to send your report to (such as your agent, solicitor or conveyancer), and as set out in our Privacy Policy. We may send you occasional updates about our services, and you can unsubscribe at any time. We don’t sell your information. See our Privacy Policy at melbournebuildingreports.com.au.