Refund & Dispute Policy

1. About this policy

This policy explains how refunds, cancellations and disputes work on Bundle. It forms part of our Terms of Service.

Two kinds of money flow through a Bundle transaction:

1. Service fees paid to Bundle — for matching, identity verification, deposit and payout handling, and platform operation.
2. Deposits and balance payments between the Buyer and the Seller — paid to Bundle and processed by Stripe, our third-party payment processor. Bundle holds these funds in its account with Stripe at certain points in the transaction (for example, the Buyer's Deposit until collection, and the Seller's Payout during the Defect Window), and releases them only as set out in this Policy.

This policy covers both — and the dispute resolution steps you can take if something goes wrong.

This policy does not exclude, restrict or modify any rights you have under the Australian Consumer Law that cannot be excluded. Where consumer guarantees apply, they apply.

2. Definitions

• "Booking" — a transaction confirmed by a Buyer lodging a deposit and a Seller accepting.
• "Collection date" — the date and time the Buyer and Seller have agreed for the Buyer to collect the items.
• "Deposit" — the 10% deposit lodged by the Buyer at the time of Booking, paid as an earnest of the Buyer's commitment to complete the transaction. It is credited toward the Balance on completion, refunded where the transaction does not complete through no fault of the Buyer, or forfeited on Buyer default as set out in this Policy.
• "Balance" — the remainder of the agreed price, payable on or before collection.
• "Payout" — the amount payable to the Seller after deduction of service fees, the Mis-listing Fee (where applicable), and any other amounts payable under this Policy.
• "Defect Window" — the period of 48 hours beginning at the Collection date, during which the Buyer may raise a dispute that the items materially differ from the listing.
• "Mis-listing Fee" — the flat AUD$200 fee payable by the Seller where Bundle upholds a material misrepresentation dispute. It is a genuine pre-estimate of Bundle's cost of arranging disposal of the affected items and administering the dispute. It is not a penalty.

3. Service fee refunds

Bundle's service fees are refundable in the following circumstances:

Service fees are normally returned within 5–10 business days of cancellation.

4. Deposit, Balance and Payout — how funds are held

Deposit

When a Buyer confirms a Booking, the Deposit is charged to the Buyer's card and held by Bundle in its account with Stripe. The Deposit is applied against the Balance at collection, refunded, or forfeited according to the rules below.

Balance

The Balance is charged to the Buyer's card on or before the Collection date through the Platform.

Payout held during the Defect Window

Once the Balance has been charged, Bundle holds the Seller's Payout during the Defect Window (Section 8). The Payout is not released to the Seller until the Defect Window closes.

Release of the Payout

At the end of the Defect Window, and subject to any deductions for refunds, the Mis-listing Fee, or other amounts payable under this Policy, the Payout is released to the Seller.

Bundle holds the Deposit, Balance and Payout funds in its account with Stripe, and releases, refunds or forfeits them only in accordance with this Policy.

5. Cancellation by the Buyer

If the Buyer cancels a Booking, the Deposit is refunded according to how much notice is given before the agreed Collection date:

The default Seller / Bundle split of forfeited Deposit funds is 50% to the Seller (to compensate for the held-aside items and time) and 50% to Bundle (platform inconvenience fee). The exact split is finalised in the Booking confirmation.

Bundle service fees paid by the Buyer for late cancellations are not refunded.

6. Cancellation by the Seller

If the Seller cancels a Booking before collection:

• The Buyer receives a full refund of the Deposit.
• The Buyer receives an AUD$50 inconvenience credit toward a future Bundle, funded by Bundle.
• The Seller's account may be suspended or restricted, particularly for repeat cancellations.
• Bundle service fees the Seller has paid are not refunded if the cancellation is at the Seller's discretion; service fees the Buyer has paid are refunded.

7. No-show

Buyer no-show

If the Buyer fails to attend the agreed Collection date without reasonable notice:

• The Deposit is forfeited.
• The forfeited Deposit is split 50% to the Seller (compensation) and 50% to Bundle (platform inconvenience fee).
• The Buyer's account is reviewed. A second no-show results in account termination.

Seller no-show

If the Seller fails to make the items available on the agreed Collection date without reasonable notice:

• The Buyer receives a full refund of the Deposit.
• The Buyer receives an AUD$50 inconvenience credit toward a future Bundle, funded by Bundle.
• The Seller's account is reviewed. A second no-show results in account termination.

The forfeiture of the Deposit is not a penalty

Where a Deposit is forfeited on Buyer default (a late cancellation under Section 5 or a no-show under this Section), the forfeited amount is a genuine pre-estimate of the loss caused by the Buyer reserving a Bundle and then withdrawing it from other buyers — the Seller holds the items aside and turns away other interest, and both the Seller and Bundle lose the time and opportunity spent on the Booking. The 10% level is the customary and reasonable amount for a deposit of this kind. Forfeiture is compensation, not punishment; it is proportionate; and the graduated notice scale in Section 5 ensures the amount forfeited reflects how close to collection the Buyer cancels. The consequences of default are reciprocal: where the Seller defaults, the Buyer is refunded in full and receives an inconvenience credit, and the Seller bears the consequences set out in Sections 6 and 7. The forfeiture is not a penalty, fine, or punitive charge.

8. Items not as described

The listing is the basis of the transaction

The Buyer is buying what is shown in the listing — the photos, the descriptions, and the disclosed condition. The Buyer is entitled, but not required, to inspect the items in person at the Collection date.

The Defect Window

A Defect Window of 48 hours opens on the Collection date. During the Defect Window, the Buyer may raise a dispute under this Section that the items materially differ from the listing. The Seller's Payout is held by Bundle throughout the Defect Window. The window is deliberately short — long enough to unpack and test items (for example, to confirm an appliance powers on and functions) while releasing the Seller's Payout promptly. It does not limit the Buyer's continuing rights under the Australian Consumer Law, which apply regardless of the window.

After the Defect Window closes, the Payout is released to the Seller and the transaction is final under this Policy. Nothing in this paragraph limits the Buyer's continuing rights under the Australian Consumer Law where consumer guarantees apply.

Minor / cosmetic discrepancy

If the items differ from the listing in a minor or cosmetic way (e.g. light wear not shown in photos, small marks):

• The Buyer and Seller are encouraged to negotiate a partial price reduction directly through the Platform.
• Bundle suggests a typical partial refund range of 10–25% of the Bundle price, but the parties are free to agree any amount.
• If they cannot agree, Bundle will mediate (Section 11).
• An agreed partial refund is deducted from the Seller's held Payout before release.

Material misrepresentation

The items materially differ from the listing where, for example:

• A substantially different item has been supplied
• An undisclosed material defect prevents the item from functioning as described — for example, a washing machine that does not run, a fridge that does not cool, or a sofa with structural damage not shown in photos
• A material was misrepresented (e.g. listed as leather but is vinyl)

If the Buyer raises a material misrepresentation dispute within the Defect Window and Bundle upholds it:

• The Buyer is refunded in full (Deposit and Balance, plus Buyer service fees), or, where the parties agree, a partial refund reflecting the impairment.
• The Mis-listing Fee (AUD$200) is charged to the Seller. The fee is deducted from the Seller's held Payout. If the Payout is insufficient, Bundle may charge the Seller's saved payment method for the shortfall under the Terms of Service.
• Bundle arranges disposal of the affected items at the Buyer's location (council bulky-waste pickup or third-party removal). Disposal is funded by the Mis-listing Fee.
• The Seller's listing may be removed and the account reviewed. Repeat material misrepresentation results in account termination.
• The Seller's representations remain subject to consumer guarantees under the Australian Consumer Law where they apply.

Buyer evidence required

A material misrepresentation dispute raised within the Defect Window should include:

• Photographs or video of the item showing the alleged defect
• A reference to the specific part of the listing the item differs from
• Any relevant message history

Bundle adjudicates by comparing the listing (photos and descriptions) against the Buyer's evidence and reaches a decision within the timeframes in Section 11. The Mis-listing Fee mechanic only triggers on an upheld dispute — a claim that is not upheld does not result in any fee against the Seller.

The Mis-listing Fee is not a penalty

The Mis-listing Fee is a genuine pre-estimate of Bundle's cost of arranging disposal of the affected items and administering the dispute. It is a fixed amount set out in advance in the Terms of Service. It is not a penalty, fine, or punitive charge.

9. Damage during collection

Bundle does not transport, handle, or supervise collection. Damage to items or property during collection is between the Buyer and the Seller.

Photo evidence at collection is strongly recommended. Where both parties have agreed photographs of the items immediately before collection, those photographs are the reference point if a damage claim arises. Where there are no agreed photographs, Bundle will not normally entertain a damage claim from either side.

We recommend the Buyer:

• Brings a friend or helper
• Brings appropriate equipment (trolley, blankets, straps)
• Considers their own contents or transit insurance for high-value bundles

10. Move date shifts

Sometimes a move date moves — a lease delay, a flight change, a settlement delay. We try to be reasonable about this.

• If either party needs to shift the Collection date, they should give as much notice as possible.
• Bundle will attempt to coordinate a rescheduled Collection date within 14 days of the original.
• If no reschedule is possible within 14 days, the Deposit is fully refunded to the Buyer, the listing is re-opened, and no penalty applies to either side.

11. How to lodge a dispute

If you and the other party can't resolve the issue between you, lodge a dispute with Bundle.

For disputes that the items do not match the listing (Section 8), the Buyer must lodge the dispute within the 48-hour Defect Window. After the Defect Window closes, the Payout is released to the Seller and the Section 8 dispute mechanism is no longer available — though rights under the Australian Consumer Law (Section 14) may still apply.

Step 1 — Direct negotiation (48 hours)

Talk to the other party on the Platform first. Most issues resolve at this step. Give the other side a reasonable opportunity to respond — at least 48 hours. Where the Defect Window is open, raising the matter on the Platform with the other party counts as lodging within the Defect Window even if Bundle mediation begins after the Defect Window closes.

Step 2 — Bundle mediation

If direct negotiation fails, email hello@letsbundle.online with the subject line "Dispute — [your booking ID]". Include:

• Booking ID
• A clear description of the issue
• Photographs and message history relevant to the dispute
• The outcome you are seeking

Bundle will:

• Acknowledge within 2 business days
• Review and aim to deliver a mediation outcome within 10 business days
• Make a decision based on the listing, the parties' communications, photographs, and these policies

Bundle's mediation outcome is final within Bundle's own dispute process. It does not affect your rights to escalate — to NSW Fair Trading, NCAT, the ACCC, the OAIC, or a court — as described in Step 3 below and in Section 14.

Step 3 — External escalation

If you are not satisfied with Bundle's mediation outcome, or where the dispute concerns consumer guarantees:

• NSW Fair Trading — for consumer matters, www.fairtrading.nsw.gov.au or call 13 32 20
• NSW Civil and Administrative Tribunal (NCAT) — for binding determinations on consumer claims
• ACCC — for matters of misleading or deceptive conduct
• OAIC — for privacy-related complaints

Nothing in this policy limits your right to take a matter to a court, tribunal or regulator.

12. Chargebacks

If a Buyer initiates a chargeback through their bank or card issuer, Bundle will:

• Provide the bank with the transaction record, identity verification reference, message history, and any other relevant evidence
• Suspend the Buyer's account pending resolution
• Where a chargeback is upheld and Bundle reasonably believes it was not warranted, recover the chargeback amount and any associated fees from the Buyer under the Terms of Service

Chargebacks made instead of using the dispute process described above may result in account termination.

13. Timeframes for refunds

Refunds are processed by Stripe. Once Bundle initiates a refund:

• Stripe processing: typically 2–5 business days
• Time for the refund to appear on the user's statement: typically a further 2–5 business days
• Total: 5–10 business days in most cases

Refund times for credit cards, debit cards and bank accounts vary by issuer.

14. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies the consumer guarantees, rights or remedies you have under the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) that cannot lawfully be excluded.

In particular:

• Bundle's services to you (matching, identity verification, deposit handling, mediation) are subject to consumer guarantees and our liability is limited as set out in our Terms of Service.
• The goods sold by Sellers are subject to consumer guarantees as between the Seller (the supplier) and the Buyer.

If you believe a consumer guarantee has been breached, contact us first. If we cannot resolve it, NSW Fair Trading and NCAT are the appropriate channels.

15. Changes to this policy

We may change this policy from time to time. Material changes will be notified by email and on the Platform at least 14 days before they take effect. Changes do not apply to Bookings already confirmed before the change takes effect.

16. Contact

Disputes and refund queries: hello@letsbundle.online
LETSBUNDLE (a registered business name; sole trader)
ABN: 47 119 307 431
Sydney, New South Wales, Australia