Refund Policy

1. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee or other right that cannot be excluded under the Australian Consumer Law or other applicable legislation.

2. Paid website consultations

Where you pay a fixed fee for a scheduled lawyer consultation (for example, the paid consultation product offered on this site), refunds are assessed as follows:

• If you cancel at least 24 hours before the scheduled start time, you may request a full refund to your original payment method, or a credit toward a rescheduled time—your choice, subject to payment processor timing.
• If we cancel or cannot honour the booking due to firm capacity or operational reasons, we will refund the fee in full unless you agree to reschedule.
• If you cancel within 24 hours, do not attend, or abandon the call without reasonable cause, the fee is generally non-refundable because we reserve that time and prepare for your matter.

Refund requests should be emailed to info@collinsquarters.com with your booking reference. Approved refunds are processed through our payment provider; bank settlement times may apply.

3. Trust account and legal fees

For substantive legal work, money paid on account may be held in trust in accordance with Victorian trust accounting rules (where applicable). Rendering of accounts, payment of professional fees, and any refunds of unearned trust money are handled under your costs agreement and the uniform law requirements.

Legal services are bespoke; you are paying for professional time, skill, and judgment rather than a guaranteed outcome. A favourable result can never be promised.

4. Disputes about fees

If you dispute an invoice, please raise it with the responsible partner in the first instance. Victorian clients may also access the Victorian Legal Services Commissioner + Commissioner for Uniform Legal Services Regulation processes described in your costs disclosure materials.