Return and Refund Policy

At Mammateur Pty Ltd ("Mammateur", "we", "us", "our"), we are committed to delivering high-quality home renovation services. As a service-based business, our return and refund policy differs from those of traditional retail businesses. This policy outlines the terms under which cancellations, refunds, and dispute resolution are handled for our renovation and building services.

Scope

This Return and Refund Policy applies to all home renovation services provided by Mammateur, including design consultations, project management, and construction works. It does not apply to physical products purchased independently from third-party suppliers. Where materials have been ordered or custom-made specifically for your project, separate terms may apply as outlined in your project contract.

Cancellation Before Work Commences

If you wish to cancel your project before any work has begun, the following conditions apply:

• Cancellation within the cooling-off period: If your contract includes a cooling-off period (as may be required under Australian Consumer Law for certain unsolicited agreements), you may cancel within that period and receive a full refund of any amounts paid.
• Cancellation after cooling-off period but before work starts: If you cancel after the cooling-off period but before any physical work has commenced, we will refund your deposit less any costs already incurred. These costs may include design work, council application fees, materials ordered, and administrative expenses.
• Cancellation after work has commenced: Once work has started on your project, cancellation will require payment for all work completed to date, materials purchased or ordered, and any non-recoverable costs incurred. A detailed breakdown will be provided.

Deposits

Deposits are required to secure your project booking and allow us to begin procurement and planning. The deposit amount is specified in your project contract and is typically between 10% and 20% of the total quoted price. Deposits are generally non-refundable once materials have been ordered or work has been scheduled, except where required by law. If Mammateur is unable to commence or complete the agreed work for reasons within our control, your deposit will be refunded in full.

Variations

During the course of a renovation, you may request changes to the scope of work. All variations must be agreed upon in writing and may result in adjustments to pricing and project timelines. If a variation leads to a reduction in scope, any applicable credit will be reflected in your final invoice. Variations that increase the scope of work will be quoted separately and must be approved by you before additional work proceeds.

Defective Work and Remediation

If you believe that any work completed by Mammateur is defective or does not meet the agreed specifications, please notify us in writing within a reasonable time of discovering the issue. We will inspect the work and, where the defect is attributable to our workmanship:

• Rectify the defective work at no additional cost to you
• If rectification is not possible or practical, negotiate a fair and reasonable partial refund or credit

We are committed to resolving any quality concerns promptly and to your satisfaction.

Dispute Resolution

If a dispute arises regarding our services, fees, or this policy, we encourage you to contact us directly so that we can work towards a resolution. Our dispute resolution process is as follows:

• Step 1: Contact us in writing outlining the nature of the dispute. We will acknowledge your complaint within five business days and aim to resolve the matter within 14 business days.
• Step 2: If the dispute cannot be resolved through direct communication, either party may refer the matter to an independent mediator. The costs of mediation will be shared equally unless otherwise agreed.
• Step 3: If mediation is unsuccessful, the matter may be referred to the relevant state or territory consumer affairs body or tribunal for resolution.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to a remedy if services are not delivered with due care and skill, are not fit for a specified purpose, or are not completed within a reasonable time. Nothing in this Return and Refund Policy limits or excludes any rights you have under Australian Consumer Law, and this policy should be read in conjunction with your statutory rights.

For any questions about this policy, please contact us via our contact page or email info@mammateur.com.

This Return and Refund Policy was last updated on 10 March 2026.