Refund & Cancellation Policy

1. The service callout fee

When you book a service callout — whether online or by phone — a fixed callout fee of $220.00 (including GST) applies. This fee covers the technician attending your property, diagnosing the fault and providing you with an assessment and quote for any repair.

• The callout fee is payable per visit and is separate from the cost of any repair, parts or additional labour.
• If you proceed with a recommended repair during the same visit, the callout fee is applied as a credit toward the total repair cost where the repair can be completed on the spot.
• Any additional parts or labour beyond the initial diagnosis will be quoted to you for approval before the work is carried out.

2. Cancellations and rescheduling

• More than 24 hours' notice: You may cancel or reschedule your booking at no charge, and any callout fee paid will be refunded in full or transferred to your new appointment.
• Less than 24 hours' notice: We may retain up to 50% of the callout fee to cover the reserved appointment time. Where possible we will offer to reschedule instead.
• No access on the day: If our technician attends at the agreed time and cannot gain access to the property or appliance, the callout fee is non-refundable as the service has been attempted.

3. When the callout fee is refundable

You are entitled to a refund of the callout fee where:

• You cancel with more than 24 hours' notice before the appointment
• We are unable to attend or complete the booked visit for reasons within our control
• We cancel the appointment and cannot offer you a suitable alternative time

4. When the callout fee is non-refundable

Because the callout fee pays for the technician's attendance and diagnosis, it is generally non-refundable once that visit has taken place — including where:

• The technician attends and diagnoses the fault, even if you choose not to proceed with the repair
• The appliance is found to be beyond economical repair or unrepairable
• You are not present or cannot provide access at the agreed appointment time

This does not affect your rights under the Australian Consumer Law (see section 6).

5. Completed repairs

Where we have carried out a repair, the charge for that repair is payable in full on completion. If you believe a completed repair was not carried out with due care and skill, or the fault recurs, please contact us as soon as possible so we can inspect the work. Genuine workmanship issues covered by our repair warranty will be rectified at no additional charge.

6. Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, services must be provided with due care and skill and be fit for any specified purpose. If a service fails to meet a consumer guarantee, you are entitled to a remedy — which may include having the problem fixed and, in the case of a major failure, a refund. For a major failure with a service, you may also be entitled to compensation for other reasonably foreseeable loss or damage.

7. How to request a refund

To request a refund or discuss a concern, please contact us with your booking details and the reason for your request:

• Phone: 0421 195 782
• Address: 48 Lagonda Street, Annerley QLD 4103

Approved refunds are processed back to the original payment method, usually within 5–10 business days.