Legal document
Cancellations & refunds
- Last updated
- July 2026
- Legislation
- Australian Consumer Law
- Currency
- Australian dollars (AUD)
Draft — not yet in force
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Important — your consumer law rights
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits, excludes or modifies any right or remedy you have under the ACL. This policy sets out our practices in addition to — not instead of — your statutory rights.
Introduction
About this policy
Plans change. This explains what happens if you need to move or cancel a booking, and when a deposit comes back to you.
This policy is about cancelling a booking. If the work has already been done and there’s a problem with it, that’s handled under your workmanship warranty instead — get in touch and we’ll put it right.
Section 1
When you are entitled to a refund
You cancel with notice
Cancel at least [free cancellation window — to be confirmed] before your arrival window and any deposit is refunded in full, no questions asked.
We cancel or can't attend
Illness, an unsafe site, or anything else on our end. You get your deposit back in full and first pick of the next available windows. If we’d already done part of the work, you only pay for that part.
We can't do the job safely or lawfully
If we find asbestos, unsafe wiring or a structural problem and can’t proceed, you aren’t charged for work we couldn’t lawfully or safely do.
Major failure under the ACL
If our service fails to meet a consumer guarantee and the failure is major, you can choose a refund or compensation for the reduced value. This applies regardless of anything else in this policy.
You cancel inside the notice window
We may retain part of the deposit, but only to cover costs we’ve actually incurred. See section 3.
Section 2
When a refund generally isn't available
Work already completed to standard
Once a job is properly done, the price is payable. A problem with the quality of the work is a warranty matter, not a cancellation.
We couldn't get access
If we arrive inside the agreed window and can’t start — nobody over 18 present, the area blocked, or no landlord permission to drill — it’s treated as a late cancellation. See clause 5 of our terms of trade.
Change of mind after installation
We can remove or relocate an installation, but that’s new chargeable work rather than a refund.
Section 3
How deposits are handled
Your deposit reserves an installer and an arrival window, and sometimes covers materials cut to size for your job specifically.
We do not keep a deposit merely because a cancellation was late. If we retain any part of it, that is limited to costs we have genuinely incurred — and we will tell you what those were and why. Anything left over comes back to you.
Rescheduling is different from cancelling. Move your arrival window with at least [reschedule notice period — to be confirmed] notice and there is no charge at all — request it from your booking page and we’ll offer you the next times that suit.
Section 4
How to cancel or reschedule
Step 1 — Open your booking
Go to my bookings and select the job. Every quote and booking you have is listed there.
Step 2 — Choose what you need
Use “request a different time” to reschedule, or email us to cancel outright. Tell us roughly what suits you and we’ll work around it.
Step 3 — We confirm
We’ll come back to you in writing with the new window, or with confirmation of the cancellation and exactly what is being refunded.
Step 4 — Refund issued
Any refund goes back by the method you paid. See the processing times below.
Section 5
Refund processing times
Once a refund is agreed, expect roughly:
The time for money to actually appear depends on your bank and can take longer than our processing time. Refunds are issued to the original payment method only — we can’t refund to a different card, account or person.
Section 6
Your rights under the Australian Consumer Law
Nothing in this policy limits your rights under the ACL. For a major failure with our service you are entitled to cancel and receive a refund for the unused portion, or compensation for its reduced value, plus compensation for any other reasonably foreseeable loss.
If the failure isn’t major, you are entitled to have the problem fixed within a reasonable time — and if we don’t, to cancel and get a refund for the unused portion.
If we can’t resolve something between us, you can contact Consumer Affairs Victoria, or take a domestic building dispute to Domestic Building Dispute Resolution Victoria. Nothing here prevents you exercising any other right you have.
Section 7
Contact us
[Legal review — to be confirmed] — draft for review by an Australian legal practitioner. The deposit provisions in section 3 should be checked against the unfair contract terms regime, which now carries penalties for standard-form consumer contracts.