Refund & Cancellation Policy

Last updated: 30 June 2026

This Refund & Cancellation Policy explains how cancellations, reschedules and refunds work on the AZ Service Platform, operated by AZ Service Australia (ABN 65 887 022 062). It should be read together with our Terms & Conditions. Nothing in this policy limits your rights under the Australian Consumer Law.

1. Cancelling Before a Provider Accepts

If you cancel a booking made through our online platform before a service provider has accepted it, you will be refunded the booking amount in full. AZ Service does not charge customers any platform or handling fee.

2. Cancelling an Accepted Booking (Mutual Approval)

Once a service provider has accepted a booking, it can only be cancelled if both parties agree. Either the customer or the provider may submit a cancellation request in the app, and the cancellation takes effect once the other party approves it.

• Cancelled more than 24 hours before the scheduled start time: any advance payment or deposit is refunded to your AZ Service wallet, less any non-refundable payment processing fees.
• Cancelled within 24 hours of the scheduled start time: the advance payment or deposit may be retained as a cancellation fee to compensate the provider for the reserved time.

3. Rescheduling (a Free Alternative to Cancelling)

Instead of cancelling, either party may request to change the date and/or time of an accepted booking. The change takes effect once the other party approves it. Rescheduling does not incur a cancellation fee.

4. How Refunds Are Issued

• Approved refunds are generally credited to your in-app wallet, which you can use towards future bookings.
• Where a refund is returned to your original payment method, online card refunds are processed through Stripe and are subject to Stripe’s processing times. Payment processing fees charged by Stripe may be non-refundable.

5. Cash or Direct Payments

For bookings paid directly to the service provider using cash or other offline methods, any refund is determined and handled by the service provider, as AZ Service does not process those payments.

6. Requesting a Refund & Review Time

You can raise a cancellation or refund request through the app. Our team will review online-payment refund requests within 2 business days. The final outcome for card refunds depends on Stripe, and we cannot be responsible for additional fees or delays imposed by the payment provider.

7. Contact

For help with a cancellation, reschedule or refund, contact us at support@azservice.com.au or via the Help & Support page.