What an Urgent Pro Service Warranty Actually Covers

When you book a service through Urgent Pro, two legal safeguards are immediately in effect. The first is the Australian Consumer Law (ACL), which requires services to be provided with due care and skill, to be fit for the purpose for which they are booked, and to be completed within a reasonable time. The second is the Urgent Pro Service Warranty, which supplements the first. The warranties matter most when something goes wrong. The best time to learn about them is before the service begins. To learn more about the Urgent Pro service warranties, see how the Urgent Pro service warranty works.

The ACL rights cannot be excluded or restricted by any contract or warranty terms. The Australian Competition and Consumer Commission (ACCC) is the body responsible for enforcing these rights in Australia.

The Urgent Pro Service Warranty is a voluntary service agreement that provides a framework for resolving claims promptly. It sets time limits for making a claim, defines the type of remedy available, and provides a process for how the claim will be resolved. It is a funded warranty, which means Urgent Pro temporarily holds the service provider’s payment to support the warranty. If a claim is made, the funds are already held and available to resolve it.

Although there is some overlap between the two protections, the service warranty is principally a voluntary framework for providing a remedy for workmanship failures. Clients are always protected by the ACL regardless of the service warranty terms. The service warranty does not reduce or limit your rights under the ACL.

The service warranty permits clients to make a claim for work performed within the warranty period to:

1. Have the work inspected
2. Have the service re-performed to the required standard
3. Have the service re-performed by a substitute provider
4. Receive a refund if re-performance was not possible and a substitute provider could not be engaged

This warranty applies to services performed within its terms and conditions. It does not apply to conditions, situations or circumstances outside the control of the provider. Such situations may include, but are not limited to, pre-existing conditions, conditions caused by the customer’s own actions after the service, conditions caused by a third party, or conditions caused by weather events after the service was completed.

Understanding the difference between an objective miss and subjective dissatisfaction is important before you make a booking. An objective miss occurs when work was not performed in accordance with the agreed terms. An objective miss is documented, clear and warrants a remedy. For example, if the agreed terms state the oven would be included in the service and the interior of the oven was not cleaned, that is an objective miss. If the garage floor was on the service checklist and was not swept, that is also an objective miss.

If you feel the floors do not smell as they should, or you feel the service did not take as long as you expected, these situations arise from preference and are subjective. Preferences and feelings fall outside the scope of a workmanship warranty. The best way to avoid a situation where work is performed outside the agreed terms is to ask questions and review the booking confirmation with the service provider before the service begins.

Service Warranty Periods

The warranty period is the amount of time you have to make a claim after a service has been completed. Each service has a warranty period that reflects the realistic window in which a workmanship defect would be noticeable and attributable to the service provider.

In Western Australia, a vacate clean for a rental tenancy where the bond is at risk is a Bond / End-of-Lease Clean and carries the 14-day warranty, closing 72 hours after the agent’s written report if that comes first.

For cleaning services offered by Urgent Pro, the bond and end-of-lease cleaning window includes an important condition. The 72-hour clock from the agent’s exit condition report often expires before the 14-day window from the time of completion, particularly when a final inspection is conducted within a few days of the clean. The warranties and claim conditions for cleaning services describe when an extension to the 14-day period is available and how to request one. For the items that most commonly lead to an inspection complaint and therefore a warranty claim, what the bond back checklist actually covers sets out what agents check room by room.

Major and Minor Failures

The action available to you is governed by the nature of the failure, whether it is a major or minor failure under the Australian Consumer Law.

A major failure is a serious case. The service would not have been booked if the customer had been aware of the issue beforehand. It is not possible to fix the service to make it fit for purpose. An example would be where the service creates an unsafe situation. In a major failure case, the customer chooses the remedy: a full refund or re-performance of the service.

A minor failure is a problem that can be fixed. In this case, the service provider chooses the remedy: re-perform the service to the required standard, or provide a partial refund. The remedy must be delivered within a reasonable time.

In the great majority of cases where customers make a claim, it is for a minor failure. These are usually resolved through re-performance, meaning the provider returns to complete the specific area or task that was not delivered to the agreed standard. More information about minor and major failure cases is available in the Urgent Pro consumer guarantee summary.

Making a Claim

To make a claim, you must first review the service as soon as the provider leaves the premises. This means personally inspecting all areas included in the scope of work.

The warranty clock is already running. Reporting promptly captures the clearest evidence. Include a timestamped photograph with each reported issue to eliminate any question about the condition of the work at the time of completion.

The most important thing when making a report is to be specific. In the case of an obligation not met, state which task was not completed, describe the condition of the area, and explain how it does not meet the agreed scope. Evidence and examples should be timestamped wherever possible.

A claim must be filed with Urgent Pro as soon as the issue is discovered. To file a claim, contact Urgent Pro within the warranty period using any of the following methods:

• Customer portal at urgentpro.com.au
• Email to support@urgentpro.com.au
• Phone 1300 105 453 during business hours

Urgent Pro will acknowledge your claim within 24 hours and provide a substantive response within 5 business days.

When submitting your report, include the booking reference, the date the service was performed, a description of the specific obligation that was not met, and supporting evidence such as photos or video. For bond and end-of-lease cleans, also include the agent’s written exit condition report. For removals, include the pre-move and delivery inventories with condition notes.

For claims exceeding $1,000, Urgent Pro may appoint an independent expert to assess the complaint. This process may take additional time.

If you have not been able to resolve your concerns after following the Urgent Pro internal review process, external remedies are available through the relevant state and territory consumer protection agencies, the ACCC, and civil and administrative tribunals. For further information on your rights, your rights when a home service doesn’t meet the standard covers the full pathway from first contact through to external escalation.

Workmanship warranties cover whether the work was completed to the agreed standard. Customer dissatisfaction with the methods used or choices made during the service, rather than whether the work actually met the agreed scope, is not a workmanship claim.