Pricing & Service Variation Policy

1. Purpose

1.1 About This Policy

1.1.1 This Pricing & Service Variation Policy ("Policy") sets out how URGENT Pro determines, displays, and administers pricing for Services, and explains our processes for handling scope changes, adjustments, and variations.

1.1.2 This Policy applies to all Customers who request quotes for, or book Services through, URGENT Pro.

1.1.3 URGENT Pro sets prices as authorised agent for Service Providers — we are not the supplier of the Services. Service Providers have authorised URGENT Pro to set and administer pricing on their behalf through the Independent Contractor Agency Agreement.

1.2 Policy Objectives

1.2.1 This Policy is designed to ensure:

1. Transparency — You understand how prices are calculated and what is included;
2. Consistency — Pricing is fair, consistent, and aligned with market standards;
3. Clarity — The process for quotes, variations, and adjustments is clearly explained;
4. Compliance — Pricing practices comply with the Australian Consumer Law (ACL) and other applicable regulations; and
5. Fairness — Both Customers and Service Providers are treated fairly in pricing matters.

2. Definitions

In this Policy:

2.1 "ACL"

means the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

2.2 "Add-On Service"

means an additional service that can be added to a standard Booking, such as oven cleaning, window cleaning, or carpet cleaning.

2.3 "Booking"

means a confirmed request for Services made through URGENT Pro.

2.4 "Booking Confirmation"

means the written or electronic confirmation sent to You upon acceptance of a Booking, including the Service Provider's name, ABN, service details, and pricing.

2.5 "Customer" or "You" or "Your"

means the individual or entity requesting a quote or booking Services through URGENT Pro.

2.6 "Estimate"

means an indicative price range provided before a detailed quote, based on limited information.

2.7 "Fixed Price"

means a set price for a defined scope of work that does not change based on time taken (subject to Variations).

2.8 "GST"

means Goods and Services Tax as defined in the A New Tax System (Goods and Services Tax) Act 1999 (Cth).

2.9 "Hourly Rate"

means pricing calculated on a per-hour basis for the time taken to complete Services.

2.10 "Platform Fee"

means the fee charged by URGENT Pro for facilitating the Booking, administering the Service Agreement, collecting payments, and providing related agency services.

2.11 "Quoted Price"

means the total price quoted for the Services at the time of Booking, inclusive of GST and the Platform Fee.

2.12 "Service Agreement"

means the contract formed directly between You and the Service Provider for the provision of Services, facilitated by URGENT Pro as agent.

2.13 "Service Categories"

means the categories of services offered through URGENT Pro, which currently include cleaning, gardening, handyman, pest control, removals, and junk removal.

2.14 "Service Details"

means the information you provide when requesting a quote, including service type, location, scope of work, property size, condition, and any special requirements.

2.15 "Service Provider" or "Provider"

means the independent contractor who performs the Services booked through URGENT Pro.

2.16 "Surcharge"

means an additional fee applied to the base price in certain circumstances, such as weekend, public holiday, after-hours, same-day, or remote area bookings.

2.17 "URGENT Pro" or "We" or "Us" or "Our"

means WA Elite Services Pty Ltd (ABN 63 631 357 858) trading as URGENT Pro.

2.18 "Variation"

means any change to the original scope, timing, or pricing of Services as agreed between the parties after the initial Booking.

3. Pricing Principles

3.1 Transparent and Upfront Pricing

3.1.1 URGENT Pro is committed to transparent pricing. All Quoted Prices provided to Customers are:

1. Displayed clearly before You confirm a Booking;
2. Inclusive of GST (unless otherwise stated);
3. Inclusive of the Platform Fee; and
4. Based on the Service Details You provide.

3.1.2 There are no hidden fees. All applicable charges, including any Surcharges, will be disclosed before You confirm Your Booking.

3.2 Agency Pricing Authority

3.2.1 Service Providers authorise URGENT Pro to set and administer prices on their behalf. This authorisation is granted through the Independent Contractor Agency Agreement.

3.2.2 URGENT Pro sets prices to:

1. Ensure competitive and fair pricing for Customers;
2. Ensure fair compensation for Service Providers;
3. Cover URGENT Pro's agency and administrative costs (Platform Fee); and
4. Maintain consistency and quality across the platform.

3.2.3 Service Providers agree to perform Services at the prices set by URGENT Pro when they accept a Booking through the platform.

3.3 Price Components

3.3.1 A Quoted Price typically includes the following components:

3.3.2 The Platform Fee is bundled into the total Quoted Price. You will see one total price that includes all components.

3.4 GST Treatment

3.4.1 All prices displayed on the URGENT Pro platform and in quotes are inclusive of GST unless otherwise stated.

3.4.2 GST is calculated at the rate of 10% as required under Australian tax law.

3.4.3 Tax invoices will be issued for all completed Bookings. Invoices are issued by URGENT Pro on behalf of the Service Provider and will include the Service Provider's name and ABN.

3.4.4 Service Providers who are registered for GST are responsible for remitting GST to the Australian Taxation Office (ATO) on their portion of the fees. URGENT Pro handles GST on its Platform Fee component.

4. Quoting Process

4.1 How Quotes Are Generated

4.1.1 URGENT Pro uses a combination of factors to generate quotes for Services:

1. Service Type — The category and nature of the requested Service;
2. Property Size and Layout — Number of bedrooms, bathrooms, living areas, or property dimensions;
3. Scope of Work — What is included in the Service (e.g., standard clean vs. deep clean);
4. Property Condition — Expected condition based on information provided (e.g., regular maintenance vs. heavily soiled);
5. Location — Service address and any accessibility considerations;
6. Timing — Scheduled date and time, including whether Surcharges apply;
7. Add-On Services — Any additional services requested; and
8. Special Requirements — Any specific needs or conditions disclosed.

4.1.2 Quotes are generated based on the Service Details You provide. The accuracy of Your quote depends on the accuracy and completeness of the information You supply.

4.2 Types of Pricing

4.2.1 URGENT Pro offers different pricing structures depending on the Service Category:

4.2.2 The applicable pricing type will be clearly indicated in Your quote.

4.3 Estimates vs. Confirmed Quotes

4.3.1 Estimates are indicative price ranges provided based on limited information. Estimates are not binding and are subject to change once full Service Details are provided.

4.3.2 Confirmed Quotes (Quoted Prices) are provided after You supply complete Service Details. Once You confirm a Booking and pay the required Deposit, the Quoted Price becomes the agreed price for the original scope of work (subject to Variations as set out in this Policy).

4.4 Quote Validity

4.4.1 Quotes are valid for 14 days from the date issued, unless otherwise stated.

4.4.2 After the validity period, prices may be subject to change due to market conditions, pricing updates, or changes in circumstances.

4.4.3 To lock in a Quoted Price, You must confirm the Booking and pay the required Deposit within the validity period.

5. Standard Surcharges

5.1 When Surcharges Apply

5.1.1 Surcharges may apply in addition to the base Service fee in certain circumstances. All applicable Surcharges will be disclosed before You confirm Your Booking.

5.2 Surcharge Schedule

5.3 Surcharge Calculation

5.3.1 Percentage-based Surcharges are calculated on the base Service fee (excluding other Surcharges).

5.3.2 Multiple Surcharges may apply to the same Booking. For example, a same-day Booking on a public holiday may attract both the Same-Day Booking Surcharge and the Public Holiday Surcharge.

5.3.3 All Surcharges are inclusive of GST.

5.4 Surcharge Disclosure

5.4.1 All applicable Surcharges will be:

1. Clearly itemised in Your quote;
2. Displayed before You confirm Your Booking; and
3. Included in Your Booking Confirmation.

6. Service-Specific Pricing Guidelines

6.1 Cleaning Services

6.1.1 Cleaning services are typically priced based on:

1. Property size (number of bedrooms, bathrooms, living areas);
2. Type of clean (standard, deep, bond/end-of-lease, move-in/move-out);
3. Property condition (regular maintenance, moderate soiling, heavy soiling);
4. Add-on services (oven, fridge, windows, carpet, walls); and
5. Frequency (one-off vs. regular/recurring).

6.1.2 Bond Cleaning / End-of-Lease Cleaning is typically quoted as a Fixed Price based on property size and includes a scope aligned with real estate agent and property manager expectations.

6.1.3 Standard House Cleaning may be offered at Hourly Rates or Fixed Prices depending on the service selected.

6.2 Gardening Services

6.2.1 Gardening and outdoor maintenance services are typically priced based on:

1. Property size and garden area;
2. Type of work (lawn mowing, hedge trimming, weeding, pruning, landscaping);
3. Frequency (one-off vs. regular maintenance);
4. Waste removal requirements; and
5. Equipment and materials needed.

6.2.2 Lawn Mowing and Maintenance is typically quoted at Hourly Rates or per-visit Fixed Prices.

6.2.3 Landscaping and Major Works are quote-based and may require an on-site assessment.

6.3 Handyman Services

6.3.1 Handyman services are typically priced based on:

1. Type of work (repairs, installations, assembly, painting, maintenance);
2. Complexity and skill level required;
3. Time estimated to complete the work;
4. Materials required (Customer-supplied or Provider-supplied); and
5. Any licensing requirements (note: work requiring licensed tradespeople such as electrical or plumbing must be performed by appropriately licensed providers).

6.3.2 Minor Repairs and Assembly are typically quoted at Hourly Rates with a minimum call-out fee.

6.3.3 Complex Jobs may require a quote-based approach with an on-site assessment.

6.4 Pest Control Services

6.4.1 Pest control services are typically priced based on:

1. Property size and type (residential, commercial);
2. Type of pest and treatment required;
3. Severity of infestation;
4. Treatment method (spray, bait, fumigation); and
5. Warranty and follow-up requirements.

6.4.2 Standard Residential Treatments are typically offered at Fixed Prices per property size.

6.4.3 Specialist Treatments (e.g., termite, bed bug) are quote-based and may require an inspection.

6.5 Removals Services

6.5.1 Removals and relocation services are typically priced based on:

1. Volume of items (often measured in cubic metres);
2. Distance between locations (local, metro, interstate);
3. Access at pickup and delivery locations (stairs, lifts, parking, distance from vehicle);
4. Number of removalists and vehicles required;
5. Packing and unpacking services (if requested);
6. Insurance and protection requirements; and
7. Timing (weekday vs. weekend, peak vs. off-peak periods).

6.5.2 Local Removals may be quoted at Hourly Rates or Fixed Prices based on the scope.

6.5.3 Interstate and Large Removals are quote-based and require detailed assessment.

6.6 Junk Removal Services

6.6.1 Junk removal services are typically priced based on:

1. Volume of junk (measured in cubic metres or truck loads);
2. Type of items (general waste, furniture, appliances, green waste);
3. Weight and handling requirements;
4. Access and loading considerations;
5. Disposal and recycling costs; and
6. Any hazardous or restricted items (which may incur additional fees or may not be accepted).

6.6.2 Standard Junk Removal is typically quoted per cubic metre or per load.

6.6.3 Property Clean-Outs are quote-based and may require an on-site assessment.

7. Variations

7.1 What is a Variation?

7.1.1 A Variation occurs when the actual scope of work differs from what was originally booked. This may result in additional charges or credits.

7.1.2 Variations are a normal part of service delivery. The purpose of this section is to ensure that any changes are handled fairly, transparently, and with Your approval.

7.2 Common Variation Scenarios

7.2.1 Variations may arise in the following circumstances:

7.3 Variation Approval Process

7.3.1 When a Variation is identified, the following process applies:

7.4 Variation Approval Limits

7.4.1 URGENT Pro is authorised by Service Providers to negotiate and approve Variations on their behalf within the following limits:

7.4.2 For on-site Variations where You are present, the Service Provider may seek Your direct approval for minor adjustments.

7.4.3 Variations approved by URGENT Pro on behalf of Service Providers are binding on the Service Provider.

7.5 Variations Without Approval

7.5.1 Service Providers are not authorised to perform additional work outside the original scope without approval through the Variation process.

7.5.2 If a Service Provider performs additional work without approval:

1. You are not obligated to pay for unapproved additional work; and
2. URGENT Pro may not charge You for such work.

7.5.3 Exception — Safety and Legal Compliance: If additional work is required to maintain safety or comply with legal requirements, the Service Provider may proceed without prior approval and You may be required to pay for such work. URGENT Pro will notify You as soon as practicable in such circumstances.

7.6 Payment for Variations

7.6.1 Payment for approved Variations is due at Service Completion, together with any balance payment for the original Booking.

7.6.2 Where Services extend beyond one day, payment for Variations may be collected at the end of each day or at Service Completion, as communicated to You.

7.6.3 Variation amounts will be included in Your final invoice.

7.7 Scope Reductions and Credits

7.7.1 If the actual scope of work is less than the original Booking (for example, You decide to exclude certain rooms or services), a credit or partial refund may apply.

7.7.2 Scope reductions must be communicated before the Service Provider commences work on the affected portion.

7.7.3 Credits or refunds for scope reductions will be processed in accordance with the Refunds, Cancellations & Complaints Policy.

8. Price Accuracy and Your Obligations

8.1 Accuracy of Information

8.1.1 The accuracy of Your Quoted Price depends on the accuracy and completeness of the Service Details You provide.

8.1.2 When requesting a quote or making a Booking, You agree to provide accurate, complete, and truthful information about:

1. The property size, layout, and number of rooms/areas;
2. The condition of the property or items;
3. Any special requirements, access issues, or hazards;
4. The full scope of work You require; and
5. Any other information that may affect the price or scope.

8.2 Inaccurate or Incomplete Information

8.2.1 If the information You provide is inaccurate, incomplete, or misleading, and this affects the scope or difficulty of the work, a Variation may be required.

8.2.2 Examples of inaccurate information that may trigger a Variation include:

1. Understating the number of rooms or property size;
2. Failing to disclose heavy soiling, pet hair, mould, or hoarding conditions;
3. Not disclosing access difficulties (e.g., stairs, parking restrictions);
4. Understating the volume of items for removals or junk removal; and
5. Not disclosing hazardous conditions or materials.

8.2.3 If a Variation is required due to inaccurate information You provided, You are responsible for the additional costs, subject to the Variation Approval Process in clause 7.3.

8.3 On-Site Assessment

8.3.1 For certain Services or complex jobs, URGENT Pro or the Service Provider may require an on-site assessment before providing a confirmed quote.

8.3.2 On-site assessments help ensure pricing accuracy and reduce the likelihood of Variations.

8.3.3 On-site assessments are typically offered for:

1. Large or complex cleaning jobs;
2. Bond cleaning for larger properties;
3. Major removals and interstate moves;
4. Property clean-outs and junk removal for large volumes;
5. Pest control inspections for specialist treatments; and
6. Any other job where scope is difficult to assess remotely.

8.3.4 There may be a fee for on-site assessments in some circumstances. Any fee will be disclosed before the assessment is booked.

9. Price Changes and Updates

9.1 Pricing Schedule Updates

9.1.1 URGENT Pro may update its pricing from time to time to reflect:

1. Market conditions and competitive pricing;
2. Changes in costs (labour, materials, fuel, disposal fees);
3. Changes in Service Provider rates;
4. Regulatory changes (including GST or other taxes); and
5. Other relevant factors.

9.1.2 Material pricing changes will be communicated to Customers via our website and, where practicable, through other channels.

9.2 Confirmed Bookings

9.2.1 Price changes do not affect Bookings that have already been confirmed. The Quoted Price at the time of Booking Confirmation will apply to that Booking.

9.2.2 If You have received a quote but have not yet confirmed the Booking, the quote is subject to the validity period set out in clause 4.4.

9.3 Recurring Services

9.3.1 If You have a recurring or regular service arrangement, URGENT Pro may update pricing for future services with at least 14 days' notice.

9.3.2 You may cancel future recurring services if You do not accept the updated pricing, without penalty, provided You give reasonable notice.

10. Disputes About Pricing

10.1 Raising a Pricing Concern

10.1.1 If You have a concern about pricing, a Variation, or charges on Your invoice, please contact URGENT Pro as soon as possible:

1. Email: support@urgentpro.com.au
2. Phone: 1300 105 453
3. Online: Via the contact form on our website

10.1.2 When raising a pricing concern, please provide:

1. Your Booking reference number;
2. Details of the pricing concern or disputed amount;
3. Any supporting information or evidence; and
4. Your preferred resolution.

10.2 Resolution Process

10.2.1 URGENT Pro will:

1. Acknowledge Your concern within 24 hours;
2. Review the Booking details, quote, scope, and any Variations;
3. Consult with the Service Provider if necessary; and
4. Provide a response within 5 business days (complex matters may take longer).

10.2.2 If a pricing error has occurred, URGENT Pro will correct the invoice and arrange a refund or credit as appropriate.

10.3 Escalation

10.3.1 If You are not satisfied with the resolution, You may request a review or escalation in accordance with the Refunds, Cancellations & Complaints Policy.

10.3.2 You also have the right to seek external remedies, including contacting the Australian Competition and Consumer Commission (ACCC) or Consumer Protection WA.

11. Australian Consumer Law

11.1 Your Rights

11.2 No Misleading Pricing

11.2.1 URGENT Pro is committed to honest and transparent pricing practices in accordance with the ACL.

11.2.2 URGENT Pro will not engage in:

1. Bait advertising (advertising prices that are not genuinely available);
2. Hidden fees or surprise charges;
3. Misleading representations about prices, discounts, or savings; or
4. Any other misleading or deceptive pricing conduct.

12. Policy Updates

12.1 URGENT Pro may update this Policy from time to time. Updated versions will be posted on our website with a new effective date.

12.2 Material changes will be communicated to Customers where practicable.

12.3 The Policy in effect at the time of Your Booking will apply to that Booking, except where updates are required by law.

13. Contact Us

If you have any questions about this Policy, pricing, quotes, or Variations, please contact us: