General Terms & Conditions

Australian Consumer Law (ACL): Nothing in these Terms excludes, restricts or modifies your rights under the Competition and Consumer Act 2010 (Cth), including the ACL consumer guarantees.

1. Who we are

1.1 Wayfinder Labs (we, us) is an Australian business (ABN 75174815442) that creates analogue tools, products and experiences to help people bring their streets to life. Our current offers include physical products such as the Bring Your Street to Life starter pack, seasonal subscription packs and idea cards, along with related free content and resources.

1.2 Our websites include wayfinderlabs.com and any Bring Your Street to Life subdomains or online stores we operate from time to time. Our contact details are set out on the Site and in our contact page.

2. How these Terms work

2.1 These General Terms apply to:

(a) your access to and use of our websites and any online stores, communities or learning areas we operate (together, the Site);

(b) all purchases of our physical products (including starter packs, subscription packs and merchandise) and any subscription you take up with us, and any participation in related experiences we offer; and

2.2 We may also publish Product‑Specific Terms for particular products. Those Product‑Specific Terms supplement these General Terms and prevail to the extent of any inconsistency for that Product.

2.3 By creating an account, purchasing or accessing any Service, or ticking acceptance at checkout, you agree to these General Terms and our Privacy Policy.

2.4 If you purchase on behalf of a business or organisation, you warrant you are authorised to bind that organisation. These Terms then apply to it and to each nominated participant.

3. Interpretation and Definitions

3.1 In these General Terms, unless the context indicates otherwise:

(a) headings are for convenience and do not affect interpretation;

(b) words in the singular include the plural and vice versa;

(d) references to statutes include consolidations, amendments, re‑enactments or replacements;

(e) “including” and similar expressions are not words of limitation;

(f) if an act must be done on a day that is not a Business Day, it must be done on the next Business Day;

(g) amounts are in AUD and, unless stated otherwise, inclusive of any GST payable;

(h) an obligation on two or more persons binds them jointly and severally; and

(i) a reference to a document includes that document as novated, supplemented or replaced.

3.2 In these General Terms:

(a) Site means the Wayfinder Labs / Bring Your Street to Life websites and any online stores or learning areas we operate, including any subdomains.

(b) Social Media Channels means any official Wayfinder Labs or Bring Your Street to Life accounts, pages or groups we operate on platforms such as Instagram, Facebook, TikTok, LinkedIn, Substack or similar, as updated from time to time.

(c) Podcast means the Regenerative Streets Podcast published by Wayfinder Labs, together with any related show notes or resources we publish on the Site.

(d) Products means the physical items you can purchase from us, including starter packs, seasonal subscription packs, affirmation cards and any other tangible merchandise we offer.

(e) Subscription means a recurring seasonal product arrangement (for example, our Bring Your Street to Life seasonal subscription), where you are charged for and receive a pack each season until you cancel.

(f) Starter Pack means any one‑off, time‑limited pack we describe as a “starter pack” or similar, which does not automatically renew.

(g) Services means anything else we provide that is not a Product, including access to any online communities, workshops, events or experiences connected with your Products or Subscription.

(h) We, us or our means Wayfinder Labs (and any related entity listed in these Terms).

(i) You or your means the person or entity accessing the Site or purchasing our Products or Subscription.

(j) Business Day means a day on which banks are open in Victoria, excluding weekends and public holidays.

4. Website Terms of Use

4.1 General information only

4.1.1 Information and content obtained from Wayfinder Labs’ websites, including any subsidiary site such as bringyourstreettolife.com, is general in nature and not professional advice.

4.2 Website and Free Content

4.2.1 Our free content includes articles, tools, downloads, emails and our Podcast (together, Free Content). Free Content is provided for general information and inspiration only and is not professional, financial or legal advice.

4.2.2 Unless we state otherwise (for example, in a Creative Commons licence attached to our Podcast or show notes), you must not reproduce, distribute or adapt our content without our prior written permission.

4.3 Community standards and acceptable use

4.3.1 These standards apply whenever you use our Site or interact with us in our Socia Media Channels, including comments or other content in those spaces.

4.3.2 You agree to:

(a) act respectfully;

(b) not engage in harassment, discrimination, defamation or hate speech;

(d) avoid pitching, spamming or unsolicited selling in our spaces; and

(e) follow any posted community rules and reasonable directions from our team

4.3.3 We may moderate, edit, remove or restrict content or accounts for breaches of these standards. Serious or repeated breaches may result in termination of your access under clause [Termination].

5. Subscription products

5.1 What is a Subscription?

5.1.1 A Subscription is a recurring seasonal arrangement where you are charged for and receive a pack each season (typically Summer, Autumn, Winter, Spring) until you cancel. Unlike Starter Packs, Subscriptions renew automatically unless you cancel.

5.2 Subscription pricing and billing

5.2.1 You will be charged the Subscription price on or about the first day of each Season for that Season's pack.

5.2.2 Current Subscription pricing is displayed on the sales page at checkout. Pricing may change for future Seasons, and we will notify you by email at least 14 days before a price change takes effect. If you do not agree with the new price, you may cancel before the price change date.

5.2.3 You authorise us (or our payment processor) to charge your nominated payment method for each Season until you cancel.

5.3 No obligation on the Starter Pack

5.3.1 The Bring Your Street to Life 2-Month Starter Pack is not a Subscription. It is a one-off purchase that does not automatically renew. After the starter pack is complete, you will be invited (not obliged) to join the full seasonal Subscription if it is available.

6. Your Rights: Cancellation, Pause and Refunds

6.1 Starter Pack - No cancellation after dispatch

6.1.1 Once your Starter Pack has been dispatched, you cannot cancel or pause. If you have not yet been charged (e.g. payment is pending), you may contact us immediately at [email] to cancel before payment is processed.

6.2 Subscription - Cancel or pause anytime

6.2.1 You may cancel or pause your Subscription at any time via your account portal or by emailing us at hello@wayfinderlabs.com.au

6.2.2 If you cancel before the cut-off date for the upcoming Season (usually at least 14 days before dispatch), you will not be charged for that Season and no pack will be sent.

6.2.3 If you cancel after the cut-off date, you will still be charged for and receive the upcoming Season, but no further Seasons will be billed after that.

6.2.4 If you pause, your Subscription is suspended and you will not be charged or receive packs until you reactivate it.

6.3 How cancellation works

6.3.1 Your cancellation is effective from the date we receive your cancellation request (if via email, when the email reaches our server; if via account portal, immediately).

6.3.2 We will send you a confirmation email.

6.4 Refunds – Starter Pack and Products

6.4.1 Change of mind refunds: We do not offer "change of mind" refunds for Starter Packs or Products after they have been dispatched, unless:

(a) the item is faulty, damaged, or not as described (see clause 8 below); or

(b) you have a consumer right under the Australian Consumer Law (clause 8).

6.4.2 Non-delivery refunds: If your Starter Pack or Product is not delivered within 21 days of dispatch and cannot be located, you are entitled to a refund of the full purchase price (including postage).

6.4.3 Refund process: Refunds will be processed to your original payment method within 14 days of approval. Please allow a further 2–5 business days for the refund to appear in your account (depending on your bank).

6.5 Subscription refunds

6.5.1 Unused future Seasons: If you cancel your Subscription, you are not entitled to a refund for Seasons you have already been charged for but not yet received or used, unless the product is faulty or you have a consumer right under the Australian Consumer Law.

6.5.2 Faulty packs: If a Subscription pack is faulty or damaged and you report it within 14 days of receipt, you may request a replacement or a refund of that Season's charge (see clause 9).

7. Delivery, Risk and Non-Delivery

7.1 Shipping and delivery times

7.1.1 Starter Packs are mailed in early January to the address you provide at checkout.

7.1.2 Seasonal Subscription packs are mailed at the start of each Season (approximately December for Summer, March for Autumn, June for Winter, September for Spring).

7.1.3 Delivery times vary by location and depend on Australia Post and courier services. We aim for delivery within 7–14 business days of dispatch, but we cannot guarantee this.

7.1.4 You will receive a tracking email with a tracking number when your pack is dispatched.

7.2 Risk and title

7.2.1 Risk and title in the goods pass to you when they are delivered to the address you provided at checkout, or when you take possession of them, whichever is earlier.

7.2.2 We are not liable for loss, damage or delay to goods in transit once dispatched, except as required by the Australian Consumer Law (see clause 9)

7.3 Non-delivery or damage

7.3.1 If your pack does not arrive within 21 days of the dispatch date shown in your tracking email, or if it arrives damaged, please contact us immediately at [email] with your order number and tracking number.

7.3.2 We will investigate. If the pack is confirmed lost or undeliverable, we will, at our election:

(a) send you a replacement pack; or

(b) refund the purchase price (including postage).

7.3.3 We may request photographic evidence of damage or other reasonable information to support your claim.

7.4 Checking your address

7.4.1 You are responsible for providing a correct delivery address at checkout.

7.4.2 We cannot be held responsible for non-delivery if the address is incomplete, incorrect or inaccessible.

7.4.3 If you become aware of an error in your address after checkout but before dispatch, contact us immediately.

7.5 Incorrect items

7.5.1 If you receive the wrong item or an item is faulty or damaged (and this is not due to mishandling in transit), you have consumer rights under Australian Consumer Law (see clause 9).

7.5.2 Please contact us within 14 days of receipt with photographs and details.

8. Payment

8.1 Payment methods and authorisation

8.1.1 You may pay for Starter Packs and Products using credit card, debit card, or other payment methods we offer at checkout.

8.1.2 By providing your payment details and submitting your order, you authorize us (or our payment processor) to charge your payment method for the full purchase price including any applicable postage and GST.

8.1.3 We use secure payment processors to handle your payment. Your payment information is subject to our Privacy Policy and the payment processor's terms.

8.2 Payment disputes and chargebacks

8.2.1 If you dispute a charge or raise a chargeback with your bank or payment provider, we will cooperate with any investigation. Disputes that are found in your favour will result in a refund. Disputes that are found in our favour will be recorded and may result in termination of your account or future sales to you.

8.3 Failed payments

8.3.1 If your payment fails (e.g. insufficient funds, incorrect card details), we will notify you by email. You must update your payment details or provide alternative payment within a reasonable time, or we may cancel your order.

8.4 Subscription payments

8.4.1 By subscribing, you authorise us to charge your nominated payment method on or about the first day of each Season for that Season's pack.

8.4.2 If a payment fails, we will attempt to process it again. If after 3 attempts the payment cannot be processed, your Subscription will be suspended and we will contact you to request updated payment details.

8.4.3 If payment cannot be restored within 14 days, your Subscription may be cancelled.

8.5 Future direct debit arrangements

8.5.1 In future, we may offer direct debit (BECS) payments for Subscriptions. If you choose to pay via direct debit, we will provide you with a separate Direct Debit Request (DDR) and Service Agreement that sets out:

(a) the frequency and amount of each debit;

(b) how to cancel the DDR;

(d) how we will manage your direct debit arrangement.

9. Your consumer guarantees

9.1 Australian Consumer Law (ACL) rights

9.1.1 The Australian Consumer Law provides you with consumer guarantees about the goods and services you buy from us. These include:

(a) the goods must be of acceptable quality (safe, durable, free from defects);

(b) the goods must be as described on the sales page or packaging;

(d) if there is a failure to meet these guarantees, you may be entitled to repair, replacement or refund.

9.1.2 These guarantees cannot be excluded by any clause in these Terms.

9.2 Your rights if goods are faulty or not as described

9.2.1 If your Starter Pack, Subscription pack, affirmation cards or other Product is faulty, damaged, or significantly different from what was described on the sales page or packaging

(a) Contact us within 14 days of receipt with your order number and details of the issue (including photographs if possible).

(b) We will assess your claim. If we agree the goods are faulty or not as described, we will, at our election:

(i) repair or replace the goods; or

(ii) refund the purchase price.

(c) If the goods are repairable but you prefer replacement or refund, this is at our discretion unless the goods are substantially unfit for purpose.

9.3 Major failures

9.3.1 If goods have a major failure (meaning they are substantially unfit for purpose and cannot be easily or economically repaired), you may be entitled to:

(a) a full refund (including any postage paid); or

(b) replacement goods.

9.3.2 Major failures are determined on a case-by-case basis in accordance with the ACL.

9.4 Limitation of liability

9.4.1 To the maximum extent permitted by law, our liability for any claim relating to Products or Subscriptions is limited to:

(a) resupplying the Products; or

(b) paying the cost of resupplying the Products.

9.4.2 This limitation does not apply to any liability that cannot be excluded under the ACL (such as consumer guarantees for faulty goods).

10. Privacy & communications

10.1 We handle personal information in accordance with our Privacy Policy and applicable laws (including the Privacy Act 1988 (Cth)). We use third‑party providers (e.g. websites, payment gateways, content platforms, Social Media, video‑conferencing) to deliver our products and content and your use of those is subject to their terms.

10.2 We’ll send you necessary service communications about your purchase. Marketing emails/SMS will only be sent with your consent and you can opt out at any time.

11. Third‑party links and tools

11.1 The Services may include links to third‑party websites or tools. We are not responsible for third‑party content or services and do not endorse them.

12. Disputes & complaints

12.1 We aim to resolve issues quickly. Please email details of any complaint to hello@wayfinderlabs.com.au. If we cannot resolve it promptly, either party may request good‑faith discussions or mediation with an agreed independent mediator before court proceedings (other than urgent injunctive relief). Nothing limits your right to seek help from a consumer regulator.

13. Notices

13.1 Notices under these Terms must be in writing and are taken to be received:

(a) if posted on the Site or provided in‑product, on posting;

(b) if emailed, when the email leaves the sender’s server (unless the sender receives a delivery failure notice); or

14. Changes to these Terms

14.1 We may update these Terms from time to time. The version in force on your purchase date applies to that purchase. For ongoing access areas, we may update the Terms on reasonable notice where changes are not materially detrimental.

15. Assignment

15.1 You must not assign or transfer your rights or obligations under these Terms without our written consent (not to be unreasonably withheld). We may assign, novate or transfer our rights or obligations on notice, provided the assignment does not materially prejudice you.

16. Severance & waiver

16.1 If any provision of these Terms is held to be invalid or unenforceable, it will be severed and the remaining provisions will remain in force. A failure or delay to exercise a right is not a waiver of that right.

17. Governing law

17.1 These Terms are governed by the laws of the State of Victoria, Australia. The parties submit to the non‑exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia.

18. Contact us

18.1 hello@wayfinderlabs.com.au