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Refund Policy

Effective Date: 1/11/2025

1. Overview

Blue Wave Financial Services Pty Ltd (“we”, “us”, “our”) is committed to fair and transparent dealings with our clients. This Refund Policy explains when refunds may or may not be provided in relation to our services, in accordance with the Australian Consumer Law (ACL).

2. Nature of Our Services

We provide mortgage broking and credit assistance services.
Our services primarily involve:

  • Professional time and expertise

  • Assessment, research, and submission of loan applications

  • Liaison with lenders and third parties

As such, many services are non-tangible and may be partially or fully delivered immediately once work has commenced.

3. Fees and Charges

In most cases:

  • We do not charge upfront fees to clients for standard mortgage broking services; and

  • We are remunerated by lenders through commissions (as disclosed in our Credit Guide).

If any upfront, administrative, consultation, or service fees are charged, these will be:

  • Clearly disclosed in writing before engagement; and

  • Agreed to by you prior to commencement of services.

4. Refund Eligibility

4.1 When a Refund May Be Provided

A refund may be considered if:

  • A fee was charged in error; or

  • Services were not provided at all; or

  • We fail to provide the service with due care and skill, and the issue cannot be remedied; or

  • A refund is required under the Australian Consumer Law.

Each request is assessed on a case-by-case basis.

4.2 When Refunds Are Not Provided

Refunds will generally not be provided where:

  • Services have already commenced or been completed

  • Work has been undertaken based on information you provided

  • A loan application is declined by a lender

  • You change your mind after engaging our services

  • Delays or outcomes are caused by lenders, third parties, or factors outside our control

  • You provide incorrect, incomplete, or misleading information

5. Loan Outcomes

You acknowledge that:

  • Loan approval is at the sole discretion of lenders

  • We do not guarantee approval, interest rates, or loan terms

A declined, withdrawn, or delayed loan application does not automatically entitle you to a refund.

6. Statutory Consumer Rights

Nothing in this Refund Policy limits or excludes your rights under the Australian Consumer Law.

If services fail to meet a consumer guarantee, you may be entitled to:

  • A remedy

  • A refund, resupply, or compensation, depending on the circumstances

7. How to Request a Refund

To request a refund, please contact us in writing with:

  • Your full name

  • Details of the service and fee paid

  • Reason for the refund request

Contact Details:
📧 Email: support@bluewavefinancial.com.au

We aim to respond to refund requests within 10 business days.

8. Refund Method

Approved refunds will be processed:

  • Using the original payment method where possible; or

  • By another method agreed with you

Processing times may vary depending on financial institutions.

9. Changes to This Policy

We may update this Refund Policy from time to time.
The latest version will always be available on our website.

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