Service Warranty — Master Document

1. Purpose and Application

1.1 This Master Service Warranty Document sets out the framework that governs the URGENT Pro Service Warranty — a voluntary, additional warranty offered by URGENT Pro and our Service Providers for every service booked through the URGENT Pro platform.

1.2 This document applies to every service category offered through URGENT Pro and operates together with the following service-specific schedules:

1.3 Where a service-specific schedule sets a warranty period, coverage rule, or claim requirement, that schedule prevails over this document to the extent of any inconsistency. In all other respects, this document governs.

1.4 The URGENT Pro Service Warranty does not replace, reduce, or in any way limit the consumer guarantees provided to you under the Australian Consumer Law. Where the URGENT Pro Service Warranty provides greater protection than the ACL minimum, you are entitled to rely on the URGENT Pro Service Warranty.

2. Definitions

2.1 In this document and in all service-specific schedules under it:

"ACL"

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

"Booking"

means a confirmed request for Services made through URGENT Pro.

"Booking Confirmation"

means the written or electronic confirmation sent to You upon acceptance of a Booking, including the agreed Scope of Work.

"Consumer Guarantee"

means any guarantee, right, or remedy conferred on consumers by the ACL that cannot be excluded, restricted, or modified by agreement, including the guarantees in ACL sections 60, 61 and 62.

"Customer" or "You"

means the individual or entity who has made a Booking for Services through URGENT Pro.

"Major Failure"

has the meaning given by ACL section 268.

"Minor Failure"

means a failure to comply with a Consumer Guarantee that is not a Major Failure.

"Re-Performance"

means the act of the Service Provider returning to perform or complete the Services again, or to rectify a specific defect in the Services, at no additional cost to You.

"Scope of Work"

means the description of the Services to be performed, as recorded in the quote, the Booking Confirmation, and any agreed checklist or specification.

"Service Provider"

means the independent contractor engaged through the URGENT Pro platform to deliver the Services to You.

"Services"

means the services booked by You through URGENT Pro and delivered by a Service Provider.

"Substitute Provider"

means an alternative independent Service Provider engaged by URGENT Pro to complete or rectify Services where the original Service Provider is unable or unwilling to perform Re-Performance within the required timeframe.

"URGENT Pro"

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

"Warranty Period"

means the period set out in the applicable service-specific schedule during which You may submit a claim under the URGENT Pro Service Warranty.

"Warranty Start Time"

means the moment the Warranty Period begins to run, as set out in the applicable service-specific schedule.

3. The Agency Relationship

3.1 URGENT Pro operates as an introductory agency. URGENT Pro is not the supplier of the Services. URGENT Pro connects You with independent Service Providers and administers Bookings, payments, warranty claims, and complaints as authorised agent on behalf of those Service Providers.

3.2 Your contract for the supply of Services is formed directly with the independent Service Provider. The Service Provider is the supplier for the purposes of the ACL and is responsible for honouring the Consumer Guarantees.

3.3 URGENT Pro administers the URGENT Pro Service Warranty on behalf of Service Providers and coordinates Re-Performance, Substitute Provider engagement, and refund processing through its payment-hold mechanism described in clause 15.

3.4 Nothing in this clause 3 affects:

1. the Service Provider's obligations under the ACL;
2. URGENT Pro's own obligations under the ACL, including its obligations under ACL sections 18, 29 and 60 in connection with representations made on the URGENT Pro platform; or
3. Your rights to pursue any remedy available to You under the ACL against the Service Provider, against URGENT Pro, or against both.

4. Your Rights Under the Australian Consumer Law

4.1 Under the ACL, services supplied to You in trade or commerce come with three automatic statutory guarantees that cannot be excluded, restricted, or modified by any contract term:

4.1.1 Due Care and Skill (ACL section 60)

The Services must be performed with an acceptable level of skill and care, judged by the standard of a reasonably competent provider in the relevant trade.

4.1.2 Fitness for Disclosed Purpose (ACL section 61)

If You make known to URGENT Pro or to the Service Provider — expressly or by clear implication — the particular purpose for which the Services are required, the Services must be reasonably fit for that purpose.

4.1.3 Reasonable Time (ACL section 62)

Where no time for performance is agreed, the Services must be supplied within a reasonable time.

4.2 If any of the Consumer Guarantees in clause 4.1 is not met, You may be entitled to a remedy as set out in clauses 9 and 14.

4.3 ACL section 64 voids any contract term that purports to exclude, restrict, or modify a Consumer Guarantee. Nothing in this document does so, and nothing in this document should be read as attempting to do so.

4.4 The URGENT Pro Service Warranty is provided in addition to the Consumer Guarantees. Where a defect is identified within the Warranty Period, You may exercise either Your rights under the URGENT Pro Service Warranty or Your rights under the ACL, or both.

5. The URGENT Pro Service Warranty

5.1 The URGENT Pro Service Warranty is a voluntary, additional warranty under which the Service Provider will, on Your written notification within the applicable Warranty Period:

1. inspect the work the subject of Your claim;
2. Re-Perform the Services to the standard a reasonably competent provider in the relevant trade would have delivered; and
3. where Re-Performance is impossible, has been refused, or has failed, cause URGENT Pro to engage a Substitute Provider, or to release held funds as a refund, in accordance with clause 9.

5.2 The URGENT Pro Service Warranty is supported by the payment hold mechanism in clause 15. Payment to the Service Provider is held by URGENT Pro for the duration of the Warranty Period and released only when the Warranty Period expires without a claim, or when a claim has been resolved.

5.3 The Warranty Period, the Warranty Start Time, the scope of coverage, the conditional inclusions, and the exclusions specific to each service are set out in the applicable schedule:

5.4 The Warranty Periods in clause 5.3 are designed to match the real-world evidentiary window in which a defect in the Services can credibly be attributed to the Service Provider's performance, rather than to Your subsequent use, third-party conduct, or natural environmental change. They do not displace Your right to pursue a claim under the ACL where the claim is made after the Warranty Period has expired.

6. Service-Specific Warranty Schedules

6.1 Each service-specific schedule contains, for the service category it covers:

1. the Warranty Period and the Warranty Start Time;
2. the standard of service expected;
3. what is covered (hard inclusions);
4. what is not covered (hard exclusions);
5. conditional inclusions and the conditions for them to apply;
6. the evidence required to support a claim;
7. the maximum time within which Re-Performance must occur once a claim is accepted; and
8. any service-specific customer obligations.

6.2 Where this document and a service-specific schedule are silent on a matter, the rules in this document apply. Where this document and a service-specific schedule conflict on a matter, the service-specific schedule prevails.

6.3 URGENT Pro will publish each service-specific schedule on the URGENT Pro website, will refer to the applicable schedule in the Booking Confirmation, and will make a copy available to You at the time of the quote.

7. Universal Coverage Principles

7.1 Across all service categories, the URGENT Pro Service Warranty covers:

1. Performance shortfall against agreed Scope of Work — where an element of the agreed Scope of Work was not performed or was performed to a standard below that of a reasonably competent provider in the relevant trade;
2. Defects arising from the Service Provider's negligence — including damage to Your property caused by the Service Provider's failure to take reasonable care during performance of the Services; and
3. Failure to provide the agreed Services within a reasonable time — where Service Provider conduct (rather than weather, traffic, customer-caused delay, or force majeure) is the cause.

7.2 Coverage under the URGENT Pro Service Warranty is first-line Re-Performance at no additional cost to You, with cash refund available only as set out in clause 9.

8. Universal Exclusions

8.1 The URGENT Pro Service Warranty does not cover, and the Service Provider is not liable under the URGENT Pro Service Warranty for:

1. Pre-existing damage or condition that was present before the Services commenced and was not caused by the Service Provider, including damage documented by the Service Provider in before-photos or condition reports;
2. Customer-caused intervening events occurring after the Services were completed, including damage caused by You, Your household, Your guests, Your pets, or any third party engaged by You;
3. Force majeure — events outside the reasonable control of the Service Provider, including weather, flood, fire, electrical outage, road closure, vehicle accident not caused by the Service Provider's negligence, and statutory restriction;
4. Defects arising from undisclosed conditions — where You failed to disclose a relevant condition at the time of booking that, if disclosed, would have altered the Scope of Work, the price, or the suitability of the Services;
5. Scope creep without variation approval — work outside the agreed Scope of Work that was performed without a written variation approved through the URGENT Pro platform;
6. Cosmetic preferences not specified at booking — where the work was performed to the agreed standard but does not match a personal preference that You did not communicate before the Services commenced;
7. Normal wear and natural change — wear, settlement, regrowth, weathering, or other natural change occurring after the Services were completed;
8. Customer refusal of Re-Performance — where the Service Provider made a reasonable offer to inspect and Re-Perform within the Warranty Period and You did not accept that offer within a reasonable time;
9. Claims notified after the Warranty Period has expired — without prejudice to Your separate rights under the ACL;
10. Work outside the licensed scope of the Service Provider — where the Services on inspection were found to require a licence held by a different trade (for example, electrical, plumbing, or gas-fitting work, or building work above the State-specific value threshold). In such cases the Service Provider is required to stop and refer You to a correctly licensed trade, and no warranty is provided for work the Service Provider was not licensed to perform;
11. Consequential and indirect loss beyond what the ACL requires the Service Provider to compensate, including (but not limited to) loss of profit, loss of opportunity, and loss of data, except where the ACL otherwise requires.

8.2 Nothing in clause 8 limits, restricts, or modifies any Consumer Guarantee under the ACL, and nothing in clause 8 should be construed as attempting to do so.

9. Remedies and Remedy Sequencing

9.1 The URGENT Pro Service Warranty operates on a graduated remedy structure. The standard sequence is:

Step 1 — Re-Performance by the original Service Provider. Where You make a valid claim within the Warranty Period, the Service Provider will inspect and Re-Perform the relevant work at no additional cost to You, within the Re-Performance timeframe set in the applicable service-specific schedule.

Step 2 — Substitute Provider. Where the original Service Provider is unable or unwilling to Re-Perform, has Re-Performed and the work remains defective, or fails to attend for Re-Performance within the required timeframe, URGENT Pro will release held funds to engage a Substitute Provider to complete or rectify the Services.

Step 3 — Refund. Where Re-Performance by the original Service Provider and engagement of a Substitute Provider are both impractical, are refused by You for a reason permitted by the ACL, or have failed to remedy the defect, URGENT Pro will arrange a refund from the held funds.

9.2 The standard sequence in clause 9.1 applies to Minor Failures.

9.3 For a Major Failure under ACL section 268, You — not the Service Provider — may choose between:

1. termination of the contract and a refund; and
2. compensation for the reduction in value of the Services delivered against the Services agreed.

9.4 Examples of Major Failure include:

1. cleaning that did not address whole rooms specified in the Scope of Work;
2. removalist breakage of a substantial proportion of items;
3. handyman work that creates a safety hazard;
4. rubbish removal that did not occur at all;
5. damage to Your property of a kind that a reasonable customer fully acquainted with the nature and extent of the failure would not have proceeded with the booking; and
6. Services that are substantially unfit for their disclosed purpose and that the Service Provider cannot remedy within a reasonable time.

9.5 URGENT Pro will assist You in identifying whether a failure is Minor or Major. URGENT Pro will not refuse a remedy You are entitled to under the ACL on the basis that this document characterises the failure differently.

10. Customer Obligations

10.1 To rely on the URGENT Pro Service Warranty, You agree:

1. to notify URGENT Pro within the Warranty Period — by submitting a claim through the channels in clause 11 before the Warranty Period expires;
2. to provide reasonable access to Your property so the Service Provider (or a Substitute Provider) can inspect and Re-Perform the work;
3. to preserve the condition of the disputed work until inspection, including by not engaging another contractor to address the disputed work before the Service Provider has had a reasonable opportunity to Re-Perform;
4. to provide reasonable evidence of the defect, including dated photographs, a written description, any relevant third-party report (for example, a real estate agent's written exit-condition report), and a copy of the original Scope of Work or checklist;
5. to confirm the Scope of Work in the Booking Confirmation and to raise any disagreement before the Services commence; and
6. to disclose any condition relevant to the safe and proper performance of the Services, including hazards visible only to You as the occupier (for example, buried irrigation lines, asbestos materials, hidden electrical wiring, items of high value, fragile contents of customer-packed boxes).

10.2 Failure to comply with clause 10.1(a), (b), or (c) may reduce or extinguish Your entitlement under the URGENT Pro Service Warranty to the extent that the failure prejudices the Service Provider's reasonable opportunity to inspect and cure. Failure to comply with clause 10.1 does not extinguish Your rights under the ACL.

11. How to Make a Warranty Claim

11.1 You may submit a warranty claim through any of the following channels:

1. the URGENT Pro customer portal at urgentpro.com.au;
2. email to support@urgentpro.com.au, including Your Booking reference, a description of the defect, and supporting photographs;
3. by calling URGENT Pro on 1300 105 453 during business hours, with written follow-up at our request; or
4. any other channel notified to You in the Booking Confirmation.

11.2 To enable URGENT Pro to investigate the claim, please include:

1. Your Booking reference number;
2. the date and time the Services were completed;
3. a clear description of the defect, including the specific elements of the Scope of Work alleged not to have been delivered;
4. dated photographs of the defect (preferably with EXIF metadata intact);
5. any relevant third-party report — for bond and end-of-lease cleans, the real estate agent's or landlord's written exit-condition report; for removals, the pre-move and delivery inventory and any condition annotations; for handyman work, the manufacturer specifications and (where required) an independent inspection report; and
6. the remedy You are seeking.

12. Claims Process and Timeframes

12.1 Acknowledgment. URGENT Pro will acknowledge receipt of Your warranty claim within 24 hours of receipt.

12.2 Substantive response. URGENT Pro will provide a substantive response — including whether the claim is accepted, what remedy is offered, and the proposed timeframe for Re-Performance — within 5 business days of receipt. Complex claims may require additional time, and where this is the case URGENT Pro will inform You of the extended timeframe.

12.3 Re-Performance timeframes are set out in the applicable service-specific schedule. The standard timeframes are:

12.4 Refund timeframe. Where a cash refund is the appropriate remedy under clause 9, URGENT Pro will process the refund from held funds within 14 days of the determination.

12.5 Higher-value claims. For claims exceeding $1,000, URGENT Pro may require an on-site inspection by the Service Provider, a Substitute Provider, or an independent expert before determining the remedy. Where an on-site inspection is required, the timeframes in clauses 12.2 and 12.3 are extended by the period reasonably needed to complete the inspection.

12.6 Escalation. If You are not satisfied with URGENT Pro's substantive response, You may escalate the matter in accordance with the Refunds, Cancellations & Complaints Policy and, ultimately, in accordance with clause 17 below.

13. Evidence Standards

13.1 To support a warranty claim, the following evidence will be considered by URGENT Pro:

1. dated photographs of the defect taken as close as practicable to the time the defect was discovered, preferably with EXIF metadata intact;
2. the original Scope of Work (quote, Booking Confirmation, agreed checklist);
3. before-and-after photographs taken by the Service Provider at completion (which the Service Provider is required to provide to URGENT Pro);
4. third-party reports appropriate to the service, including:
   1. for bond and end-of-lease cleans — the real estate agent's or landlord's written exit-condition report;
   2. for removals — the pre-move inventory, the delivery inventory, and any condition annotations made at uplift and delivery;
   3. for handyman work — manufacturer specifications for any product installed, and (where required) an independent inspection report from a licensed trade;
5. written customer description of the defect; and
6. Service Provider records including time on site, materials used, and any pre-existing damage observed and reported at the time of the Services.

13.2 The standard of proof URGENT Pro applies is the civil standard — the balance of probabilities — and URGENT Pro will weigh the available evidence on each side fairly.

14. Major Failure vs. Minor Failure

14.1 The distinction between Major Failure and Minor Failure is set by the ACL (section 268) and determines which party chooses the remedy.

14.1.1 Major Failure

Major Failure occurs where:

1. the Services would not have been acquired by a reasonable consumer fully acquainted with the nature and extent of the failure;
2. the Services are substantially unfit for the purpose for which Services of that kind are commonly supplied, and they cannot easily and within a reasonable time be remedied to make them fit for that purpose;
3. the Services are substantially unfit for a particular purpose You made known and they cannot easily and within a reasonable time be remedied to make them fit for that purpose; or
4. the Services create an unsafe situation.

14.1.2 Minor Failure

Minor Failure is any failure to comply with a Consumer Guarantee that is not a Major Failure.

14.2 Who chooses the remedy:

14.3 Where there is reasonable disagreement about whether a failure is Major or Minor, URGENT Pro will engage with You in good faith to resolve the question. Where the question cannot be resolved internally, You may escalate to the external bodies listed in clause 17.

15. Payment Hold During Warranty Period

15.1 To support the URGENT Pro Service Warranty, payment for Services is held by URGENT Pro during the applicable Warranty Period and released to the Service Provider only when:

1. the Warranty Period expires with no claim;
2. a claim has been resolved, with held funds applied to Re-Performance, Substitute Provider engagement, or refund as appropriate; or
3. where the Warranty Period extends beyond the standard payment release date, on the next payment release after the Warranty Period expires.

15.2 The held funds are segregated and used to fund first-line Re-Performance, Substitute Provider engagement, or refund without requiring You or the Service Provider to take court or tribunal action.

15.3 You are informed of the payment-hold arrangement at the time of booking. The arrangement is a key trust feature of the URGENT Pro platform and does not affect Your right to dispute charges through Your card issuer or to pursue remedies under the ACL.

16. Fraud and Abuse Prevention

16.1 URGENT Pro reserves the right to refuse a warranty claim where it has reasonable grounds to believe the claim is fraudulent, vexatious, or abusive, including where:

1. damage said to have been caused by the Service Provider can be shown to have been caused after the Services were completed;
2. items said to have been removed during a rubbish removal can be shown to have been removed at Your direction at the time of the Services;
3. the claim is inconsistent with the Service Provider's before-and-after photographs, the agreed Scope of Work, or other contemporaneous evidence — for example, where the photographs clearly show the disputed area was completed to the agreed standard at the time of completion;
4. a Substitute Provider has been engaged by You outside the URGENT Pro platform before the original Service Provider was given a reasonable opportunity to Re-Perform; or
5. the claim repeats a previously refused or resolved claim in respect of the same Services.

16.2 Where URGENT Pro refuses a warranty claim under clause 16.1, You retain the right to pursue Your statutory remedies under the ACL and to escalate to the external bodies listed in clause 17.

17. External Escalation

17.1 If, having exhausted the URGENT Pro internal complaints process under the Refunds, Cancellations & Complaints Policy, You remain dissatisfied with the resolution of Your warranty claim, You have the right to pursue external remedies, including:

1. Australian Competition and Consumer Commission (ACCC) — Website: www.accc.gov.au
2. Consumer Protection Western Australia — Website: www.commerce.wa.gov.au/consumer-protection — Phone: 1300 304 054
3. Your state or territory consumer protection agency (if You are located outside Western Australia)
4. The State Civil and Administrative Tribunal for Your jurisdiction (NCAT, VCAT, QCAT, SAT, or equivalent)
5. Independent legal advice from a qualified legal professional
6. Small claims tribunal or court in Your jurisdiction.

17.2 Nothing in this document, in any service-specific schedule, or in URGENT Pro's internal complaints process prevents You from exercising Your right to pursue external remedies at any time.

18. State-Specific References

18.1 Where Your claim involves a bond, an end-of-lease cleaning matter, or any other matter regulated by State or Territory legislation, the relevant authority for Your jurisdiction is set out below:

18.2 Service-specific schedules will, where relevant, identify additional State-specific statutory references (for example, handyman licensing thresholds under the Home Building Act 1989 (NSW), the Queensland Building and Construction Commission Act 1991, the Domestic Building Contracts Act 1995 (Vic) and Building Act 1993 (Vic), and the Building Services (Registration) Act 2011 (WA)).

19. Document Variations and Updates

19.1 URGENT Pro may update this document and any service-specific schedule from time to time to reflect:

1. changes in the law, including changes to the ACL or to State residential tenancies or building legislation;
2. changes in industry practice;
3. changes in URGENT Pro's operational arrangements (for example, the introduction of new service categories); and
4. clarifications or improvements arising from claims experience.

19.2 The version applicable to Your booking is the version in force at the date the Booking is confirmed. URGENT Pro will publish the current version of this document and of each service-specific schedule on its website, and will record the version reference in the Booking Confirmation.

19.3 Where a change to this document or a schedule materially reduces Your warranty protection, URGENT Pro will:

1. notify You of the change before it takes effect; and
2. honour the prior version for any Booking confirmed before the change took effect.

20. Related Documents

For more detailed information about Your rights and our processes, please refer to the Related panel below.

21. Contact Us

If You have any questions about the URGENT Pro Service Warranty, need to make a claim, or require assistance with a complaint, please contact us: