Inspection credits do not expire. Used credits are generally non-refundable. If something goes wrong on our end — a technical failure, a billing error, or a service we couldn’t deliver — we’ll make it right. Your rights under Australian Consumer Law always apply and cannot be excluded by this policy.
This Refund and Dispute Policy explains how Roost 360 Pty Ltd (“Roost”, “we”, “us”) handles refund requests, credit restoration, and complaints from users of the Roost platform, including the RoostInspect app (iOS and Android).
This policy applies to all inspection credit purchases for Roost, whether made in the Roost app on iPhone, iPad or Android, or through any other checkout we offer. How refunds, receipts and payment disputes work depends on where you bought your credits. See Section 2A. It does not apply to complimentary free inspection credits (including launch bonus credits, referral credits, and promotional credits), which carry no monetary value and are not refundable. Those credits are described separately in Section 7.
This policy is separate from, and should be read alongside, our Terms of Service and Privacy Policy. Where this policy and the Terms of Service conflict, the Terms of Service prevail.
Roost operates on a pay-as-you-go model. You purchase inspection credits in packs; each credit entitles you to one completed inspection record in RoostInspect. Current pack pricing:
| Pack | Price (AUD, incl. GST) | Credits |
|---|---|---|
| Single inspection | $21.00 | 1 credit |
| 3-pack | $51.00 | 3 credits |
| 5-pack | $79.00 | 5 credits |
| 10-pack | $149.00 | 10 credits |
Prices are in Australian dollars and include GST. If you buy through the Apple App Store or Google Play, the price shown by the store at checkout applies.
Credits do not expire. Purchased credits remain in your account indefinitely and are available for use at any time, including across multiple properties and tenancies. This applies regardless of how long your account remains inactive.
When you assign an inspection, a credit is reserved and shown as Assigned in the app. The credit is used, and shown as Spent, once the inspection is in progress. If you cancel an inspection before it starts, the reserved credit returns to your available balance. If an inspection can’t be completed because of a technical error on Roost’s part, we’ll restore the credit (see Section 4.1).
How a purchase is processed, refunded and receipted depends on where you bought it.
| Where you buy | Who processes the payment | How refunds work | Receipt or tax invoice |
|---|---|---|---|
| Roost’s own checkout (for example in the Android app or the Roost web portal, where offered) | Roost, through our payment processor (currently Stripe) | Roost, under this policy | Roost tax invoice in the app, on the Inspection Credits screen under Transaction History |
| Apple App Store (iPhone and iPad app) | Apple | Requested from Apple at reportaproblem.apple.com. Apple decides. | Apple’s receipt, emailed by Apple and shown in your Apple Account purchase history |
| Google Play’s billing system (Android app, where offered) | Requested from Google Play, or contact us and we can refund through Google Play | Google Play receipt |
Apple App Store purchases. Apple sells and processes these purchases, so Roost can’t refund them directly or see your payment details. To ask for a refund, go to reportaproblem.apple.com.
Where this policy says we will restore credits, for example after a technical failure under Section 4.1, we can still do that for App Store purchases. Where this policy says we will refund money, we’ll help you request the refund from Apple. If Apple declines a refund you’re entitled to under this policy or the Australian Consumer Law, contact us and we’ll arrange it another way.
Refunds made by Apple or Google. If Apple or Google refunds a purchase, we remove the refunded credits from your account. If those credits have already been used, we may restrict new inspections on your account until the matter is resolved.
Nothing in this section limits your rights under the Australian Consumer Law.
As a general rule, Roost does not offer refunds on inspection credits once a purchase is completed, for the following reasons:
This general position does not affect your rights under the Australian Consumer Law. Those rights are described in Section 6 and cannot be excluded.
The following circumstances qualify for a refund or credit restoration. We will respond to all qualifying requests within 5 business days.
If a credit is consumed due to a confirmed technical failure on Roost’s part — for example, an app crash that loses inspection data, a failure to generate or dispatch the report, or a server-side error that prevents the inspection from completing — we will restore the credit to your account or, if you prefer, issue a refund.
You must report the technical failure to us within 14 days of the affected inspection. Include your account email, the property address, and a description of what happened. We may request a screenshot or error code if available.
If you are charged the wrong amount, charged twice for the same purchase, or charged for a purchase you did not make, we will issue a full refund of the incorrect charge. Billing error refunds are processed within 5 business days of confirmation and may take a further 3–7 business days to appear in your account depending on your payment provider. For Apple App Store or Google Play purchases, the store handles billing errors. Contact Apple or Google first, and we’ll help where we can (see Section 2A).
If Roost is unable to provide the inspection service due to extended platform downtime or discontinuation of the platform, and you have unused credits at that time, we will offer a full refund of the value of your unused credits.
If you close your Roost account and have unused purchased credits remaining, you may request a refund of those credits within 30 days of account closure. After 30 days, unused credits on a closed account are forfeited. Free, referral, or promotional credits have no monetary value and are not refundable on closure. For Apple App Store purchases, see Section 2A.
Roost does not offer change-of-mind refunds on inspection credit purchases. Credits do not expire, so a purchase is not wasted if your circumstances change. If you believe a special circumstance applies, contact us and we will consider your request on its merits.
If you have purchased a multi-credit pack and used some but not all of the credits, refunds apply only to the unused portion. The value of used credits is calculated at the single-inspection price of $21.00 per credit used, and the remainder of the pack purchase price is refunded for unused credits.
| Situation | Outcome |
|---|---|
| Technical failure (credit consumed but inspection lost) | Credit restored or refund |
| Billing error (wrong amount or duplicate charge) | Full refund |
| Service unavailability or platform closure | Refund of unused credits |
| Unused credits on account closure (within 30 days) | Refund of unused credits |
| Refund of an Apple App Store or Google Play purchase | Requested from Apple or Google (see Section 2A) |
| Credit used for an inspection in progress or completed | Not refundable |
| Change of mind (credits unused) | Considered case by case |
| Free, referral, or promotional credits | No monetary value — not refundable |
To request a refund or credit restoration, contact us using the details in Section 9. Please include:
We will acknowledge your request within 2 business days and provide a decision within 5 business days. Complex cases (for example, those involving platform outage verification) may take up to 10 business days.
For purchases made through Roost’s own checkout, refunds are issued to the original payment method used for the purchase. Refunds for Apple App Store and Google Play purchases are made by Apple or Google to the payment method on your store account (see Section 2A). We cannot redirect refunds to a different card or account. If your original payment method is no longer available, contact us and we will work out an alternative arrangement.
Australian Consumer Law (ACL) provides consumers with statutory guarantees for services that cannot be contracted away by any business. Nothing in this policy limits, excludes, or modifies any right or remedy you have under the ACL or any other law that cannot lawfully be excluded.
Under the ACL, you have a consumer guarantee that services supplied by Roost will be:
If Roost fails to meet any of these guarantees, you may be entitled to a remedy under the ACL. Depending on whether the failure is major or minor, this could include requiring Roost to re-supply the service, or receiving a refund.
For further information on your rights under Australian Consumer Law, visit the Australian Competition and Consumer Commission (ACCC) website at www.accc.gov.au.
The following types of credits carry no monetary value and are not refundable or redeemable for cash under any circumstances:
These credits are subject to the same usage rules as purchased credits and do not expire, but they have no monetary value and cannot be converted to cash or refunded.
This policy covers financial disputes (refunds and billing). Disputes about the content, accuracy, or outcome of an inspection record — for example, a disagreement between a landlord and tenant about the property’s condition at entry or exit — are not covered by this refund policy. Those disputes are addressed separately:
If you have a complaint about Roost — whether about a purchase, a refund request, the service itself, or anything else — we want to hear about it and resolve it fairly. The process below sets out how we handle complaints.
Email us at support@my-roost.com with the details of your complaint. We will acknowledge within 2 business days and aim to resolve within 10 business days. For complex matters we will keep you updated on progress.
If you are not satisfied with our initial response, request that your complaint be escalated to a senior team member. Mark your email “Escalated complaint” and include your original reference number. We will review and respond within 5 business days.
If we are unable to resolve your complaint to your satisfaction, you may contact an external body. For consumer rights complaints: the ACCC at accc.gov.au, or your state’s consumer affairs authority (NSW Fair Trading, Consumer Affairs Victoria, Queensland Office of Fair Trading, Consumer and Business Services SA, Consumer Protection WA, Consumer, Building and Occupational Services Tasmania, Access Canberra or NT Consumer Affairs). For privacy complaints: the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au.
If a dispute cannot be resolved through the above process, either party may pursue their legal rights through the courts. This policy does not limit any right to commence legal proceedings.
If you raise a dispute or chargeback with your bank or payment provider, please contact us at the same time so we can resolve the matter directly and avoid unnecessary delays to your account access.
Where Roost receives a chargeback from your payment provider and we believe the charge was valid (for example, the credits were delivered and used), we reserve the right to provide evidence to the payment provider to contest the chargeback. We may also suspend or restrict your account while a payment dispute is open, and may recover outstanding amounts through other legal means if a fraudulent chargeback is established.
We would always prefer to resolve payment concerns directly — contact us before initiating a chargeback and in most cases we can resolve the issue faster that way.
For Apple App Store and Google Play purchases, payment disputes are handled by Apple or Google under their own processes.
All Roost inspection credit prices are quoted in Australian dollars and are inclusive of GST where GST applies. For purchases made through Roost’s own checkout, a tax invoice is generated automatically and is available in the app, on the Inspection Credits screen under Transaction History. For Apple App Store and Google Play purchases, Apple or Google issues the receipt. If you require a reissued or corrected tax invoice, contact us at support@my-roost.com.
Roost 360 Pty Ltd’s ABN is 44 697 382 979.
We may update this Refund and Dispute Policy from time to time. We will notify you of material changes by in-app notification or email before they take effect. The current version of this policy is always available at https://roost-home.com/refund-dispute-policy and accessible from within the Roost app under Profile → Legal & Privacy.
Continued use of the Roost platform after a policy change constitutes your acceptance of the updated policy.
