Last Updated: 24 November 2025

1. REFUND POLICY

1.1 Subscription Fees

CasaVivé offers décor subscription packs on a prepaid basis (weekly or monthly).
Once a billing cycle begins:

• Subscription fees are non-refundable, except in cases of service failure on our end.

• Early cancellation does not trigger a refund of remaining days/weeks in that billing cycle.

1.2 First-Time Customer Satisfaction

For first-time customers:

• If you are not satisfied with your initial pack, you may request a one-time complimentary refresh within the first 7 days.

• No refunds are issued, but we will replace up to 3 items to better match your style.

1.3 Refunds Due to Service Error

A partial or full refund may apply only if:

• CasaVivé delivers incorrect items

• Items arrive damaged (before you receive them)

• We are unable to fulfil your order

Approved refunds will be processed using the original payment method within 5–10 business days.

1.4 Deposits

If a refundable security deposit is charged:

• The deposit is fully refundable once all items are returned in acceptable condition

• Deposit refunds are processed within 5–7 business days after inspection

2. DAMAGE & DEPOSIT POLICY

2.1 Condition Expectations

All items are expected to be kept in:

• Clean

• Smoke-free

• Pet-safe (as reasonably possible)

• Non-damaged condition

Light wear from normal household use is acceptable.

2.2 Damage Categories

CasaVivé classifies damage into three levels:

A. Light Wear (No Charge)

Examples:

• Minor scuff on a picture frame

• Light dust or fingerprint marks

• Normal fabric creasing

No cost. Covered as standard use.

B. Repairable Damage (Partial Charge)

Examples:

• Bent frame that can be corrected

• Candle wax on décor

• Minor stains on throws or cushions

Charge: $5–$20 per item depending on restoration cost.

C. Major Damage / Loss (Replacement Charge)

Examples:

• Broken vases

• Torn throws

• Lost items

• Water damage, heavy stains, mould

Charge: full replacement value (RRP) minus depreciation (typically 10–20% for rental lifecycle).

2.3 Deposit Use

If a deposit is collected:

• Charges for repair or replacement will be deducted from the deposit

• Remaining deposit will be refunded

• If damage exceeds deposit value, the difference will be billed separately

2.4 Item Return Condition

Items must be returned:

• Fully intact

• Without missing parts

• Clean and dry

• Free from pet hair where possible

• Packed safely (CasaVivé packaging provided)

3. DELIVERY & SERVICE AREA POLICY

3.1 Service Areas (Pilot Phase)

CasaVivé currently services the following suburbs:

Meadowbrook (base location)

• Logan region

• Southern Brisbane suburbs

• Selected centrally located Brisbane suburbs (on request)

A full list will be published and updated on the website.

3.2 Delivery Fees

• Pilot customers: Free delivery & free pick-up

• Outside service zone: Small surcharge ($5–$15) depending on distance

• Multi-level apartments with restricted access may incur a handling fee ($5) only if required

3.3 Delivery Windows

CasaVivé delivers based on pre-arranged windows:

• Weekday evenings (5 pm – 8 pm)

• Saturdays (10 am – 5 pm)

• Special timing available on request (subject to availability)

You will receive:

• A delivery window

• A 30-60 min heads-up text

• Real-time confirmation upon arrival

3.4 Pack Pick-Up & Refreshes

For quarterly refreshes:

• Customer selects the items they want swapped

• CasaVivé brings the selected new items

• Customer returns only the items being refreshed

Full pack swaps are possible but scheduled separately due to inventory requirements.

3.5 Missed Deliveries

If no one is home:

• First reattempt: free

• Second reattempt: $5 fee

3.6 Customer Responsibilities

Customer must ensure:

• Safe access to the property

• Clear drop-off space

• Items are ready for collection on scheduled pick-up day