Terms & Conditions
Service scope
Fairlight Advisory provides complaint preparation and document support only. This includes drafting complaint letters, organising evidence, preparing timelines, and structuring complaint packs for submission to banks or AFCA.
Not legal or financial advice
Fairlight Advisory does not provide legal advice or financial advice. Our services are limited to complaint preparation and document support. If you require legal or financial advice, we recommend consulting a qualified professional.
No guaranteed outcomes
Fairlight Advisory does not guarantee refunds, compensation, or specific complaint outcomes. The decision to provide a refund or compensation rests with the bank, AFCA, or other relevant organisation.
Customer responsibilities
Customers are responsible for providing true and accurate information. Customers must not provide false, misleading, or exaggerated claims. Customers are responsible for reviewing all documents before submitting them to any third party.
Fees and payment
Fees are fixed and payable upfront before work commences. Refunds are not available once work has commenced, except where required by Australian Consumer Law.
Right to decline
Fairlight Advisory may decline matters that fall outside its service scope. Fairlight Advisory may also stop work if the customer provides false, misleading, incomplete, or inappropriate information.
Submission responsibility
Customers are responsible for submitting complaints to banks or AFCA unless otherwise agreed in writing.
Turnaround times
Turnaround times depend on receiving complete information and documentation from the customer. Estimated timeframes are provided as a guide only.
Communication
Fairlight Advisory may use email and online forms to communicate with customers. Customers should ensure their contact details are accurate and up to date.
Third-party decisions
Fairlight Advisory is not responsible for decisions made by banks, AFCA, or any third party regarding complaints or refund requests.
Business details
Fairlight Advisory operates as a registered Australian business. Our Australian Business Number (ABN) is available on request and is included on all invoices and receipts.