Refund Policy

Effective 25 August 2026. This policy covers the $690 listing placement fee and the optional $150 featured placement charged by NDIS Marketplace. It forms part of our Terms of Service.

The short version: if your listing never went live, you get your money back. Once it is published, the service has been delivered and the fee is not refundable.

Where a refund is due, we refund the amount you actually paid, as shown on your Stripe receipt. Our fees change from time to time, including during promotional periods, and a later change to the price does not increase or reduce what you get back.

Your rights under Australian Consumer Law come first

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to a remedy if a service is not provided with due care and skill, or does not match what we described. This policy sets out what we do in addition to those rights, and how we handle the common situations.

When we refund in full

You change your mind before publication. Paying the placement fee puts your listing in our review queue, not on the site. If you ask us to cancel before it is published, we refund the full amount, including any featured placement.
We decline to publish your listing and you cannot resolve it. We review every listing and may decline one, most often because it identifies the business before a confidentiality agreement is in place. We will tell you why and give you the chance to change it. If you would rather not proceed, or we cannot reach an outcome that works, we refund in full.
We remove your published listing for a reason that is not your fault. For example if we discontinue a part of the service.
Duplicate or accidental payment. If you were charged twice for the same listing, we refund the extra charge. Listings are live until sold and resubmitting an already-paid listing should never trigger a second fee, so tell us if it does.
A technical failure on our side. If you were charged but no listing or order was created, we either complete the listing or refund you, whichever you prefer.

When we do not refund

Your listing has been published. The placement fee buys publication and the ongoing advertising of your business. Once the listing is live that service has been delivered, and it keeps running until the business sells, with no re-listing fees.
The business did not sell, or did not sell at the price you wanted. We advertise businesses. We do not promise a sale, a buyer, a timeframe, a number of enquiries, or a price.
You withdraw the listing yourself after publication. You can withdraw at any time, but the fee is not refunded. You can republish the same business later at no extra cost.
We remove your listing because it breached our terms. For example inaccurate or misleading figures, or repeatedly publishing identifying details after being asked not to.
Featured placement that has already run. The featured add-on promotes your listing for 6 months from payment. Once that promotion has begun it is not refundable, except where the listing itself is refunded under the section above.

How to request a refund

Email [email protected] from the address on your account, and tell us which listing it is about and what happened. You do not need a particular form of words.

We aim to respond within 2 business days and to decide within 5 business days. Approved refunds go back to the card used for the original payment, through Stripe. Your bank usually takes a further 5 to 10 business days to show it.

If you disagree with our decision

Tell us why and we will look at it again, in good faith. If we still cannot agree, you can take the matter to the consumer protection agency in your state or territory, or to the Australian Competition and Consumer Commission. Nothing here prevents you from doing that.