Cancellation Policy

This Cancellation Policy complies with the Australian Consumer Law (ACL) and is considered fair under the Competition and Consumer Act 2010 (Cth).

1. Cancellation Notice Requirement

We require at least 24 hours' notice for cancellations or rescheduling. This allows us to:

• Offer the time slot to other customers
• Efficiently manage our team's schedule
• Minimize wasted travel time and resources

2. Cancellation Fees

Cancellation fees apply when notice is less than 24 hours:

• Residential bookings: Cancellation fee from $50 AUD
• Commercial/large jobs: Higher fees may apply based on preparation, travel costs, and lost revenue (will be quoted before confirmation)
• Same-day cancellations: Full service fee may apply

Fees are reasonable and reflect our actual costs incurred due to late cancellation.

3. No-Show Policy

If our team arrives at the scheduled location and cannot:

• Access the property (locked gates, no entry)
• Contact the customer
• Receive confirmation that service should proceed

A no-show fee equivalent to the cancellation fee will apply. We will attempt to contact you before departing.

4. Rescheduling Policy

Rescheduling is free when requested with at least 24 hours' notice. We will work with you to find a suitable alternative date and time. Late rescheduling (within 24 hours) may incur the same fees as cancellation.

5. Emergency Exceptions (No Fee)

Cancellation fees are waived in genuine emergency situations including:

• Medical emergencies (documentation may be requested)
• Family emergencies
• Unforeseen safety hazards at the property

Please notify us as soon as possible in emergency situations.

6. Weather Exceptions (No Fee)

Cancellation fees are waived when severe weather conditions prevent safe service delivery, including:

• Heavy rain or storms
• Extreme heat warnings (as issued by Bureau of Meteorology)
• Strong winds that make work unsafe
• Other hazardous weather conditions

We will contact you promptly to reschedule at no additional cost.

7. Our Cancellation Rights

We may need to cancel or reschedule services in certain circumstances:

• Adverse weather conditions (see above)
• Equipment failure or unavailability
• Staff illness or emergencies
• Safety concerns at the property

If we cancel, you will receive:

• Prompt notification
• Priority rescheduling at your convenience
• No additional charges
• Full refund if we cannot reschedule within a reasonable timeframe

8. Subscription Services (Maintenance Packages)

For recurring maintenance package subscriptions:

• You may cancel future services with 30 days' notice
• Cancellation fees may apply to scheduled appointments within the notice period
• Subscription billing will cease after the notice period
• No refunds for partial billing months unless required by law

9. Dispute Resolution

If you disagree with a cancellation fee:

• Contact us within 7 days to discuss the matter
• We will review the circumstances and respond within 3 business days
• We aim to resolve disputes fairly and reasonably
• If unresolved, you may contact Consumer Affairs Victoria

10. How to Cancel or Reschedule

To cancel or reschedule:

• Phone: 0468 691 073 (preferred for urgent cancellations)
• Email: Available via our Contact page
• Please provide your name, service date, and reason for cancellation

This policy complies with the Competition and Consumer Act 2010 (Cth) and Australian Consumer Law. Last updated: 26 May 2026