Policies & Customer Support
Urgent Pro Policies & Customer Support
Everything you need to know about booking with Urgent Pro — from how our platform works and how we handle pricing, to your refund rights and Australian Consumer Law guarantees.
About This Hub
Urgent Pro policies and customer support
Urgent Pro (a trading name of WA Elite Services Pty Ltd | ABN: 63 631 357 858) operates as an introductory agency — we connect you with verified independent service providers and act as your main point of contact throughout the booking process. This hub brings together all customer-facing policies and legal documents in one place.
Customer Policies
Our policies and your agreements
The documents below govern your use of the Urgent Pro platform and the services booked through it. Each document is published in full — the text you read on each page is the authoritative version of the policy.
Terms & Conditions
The general terms that govern your service bookings — covering the agency model, how bookings are formed, payment, cancellation, liability, and your obligations as a customer. Effective 22 December 2025.
Read full document →Platform Terms of Use
The terms that govern your access to and use of the Urgent Pro website, mobile applications, booking systems, and all related digital services. Covers accounts, content, intellectual property, disclaimers, and limitation of liability. Effective 22 December 2025.
Read full document →Refunds & Cancellations
How to cancel a booking, when refunds apply, the grounds for refund eligibility, the complaints procedure, and how Consumer Guarantee claims are handled on your behalf. Effective 23 December 2025.
Read full document →Pricing & Service Variations
How Urgent Pro determines, displays, and administers pricing — including base fees, surcharges, the platform fee, GST treatment, and how scope changes and variations are handled during a booking. Effective 22 December 2025.
Read full document →Consumer Guarantee Summary
A plain-English summary of your automatic rights under the Australian Consumer Law — what consumer guarantees apply to services, what remedies are available for major and minor failures, and how to escalate a complaint externally. Effective 23 December 2025.
Read full document →Privacy Policy
How Urgent Pro collects, uses, stores, and discloses your personal information — including your rights under the Privacy Act 1988 (Cth), how to request access to your data, and how cookies are used on this platform. Effective 23 December 2025.
Read full document →Service Warranties
Service warranty information
Urgent Pro provides service-specific warranty coverage across our booking categories. Detailed warranty documents are being prepared and will be published here shortly. In the meantime, your rights under the Australian Consumer Law apply automatically to every service booked through this platform — these rights cannot be excluded or limited.
Cleaning Warranty
Warranty coverage for house cleaning, bond cleaning, end-of-lease cleaning, vacate cleaning, and carpet cleaning services.
Read full document →Removalists Warranty
Warranty coverage for house and office removalist services.
Read full document →Rubbish Removal Warranty
Warranty coverage for rubbish and junk removal services.
Read full document →Lawn Mowing Warranty
Warranty coverage for lawn mowing and garden maintenance services.
Read full document →Handyman Warranty
Warranty coverage for handyman and general maintenance services.
Read full document →Australian Consumer Law
Your rights cannot be excluded
Nothing in any Urgent Pro document — including our Terms & Conditions, Service-Specific Terms, or any other policy — excludes, restricts, or modifies any consumer guarantee, right, or remedy that you have under the Australian Consumer Law. These rights are automatic and apply in addition to any service-specific warranties we provide.
Due care and skill
Under the ACL, every service booked through Urgent Pro must be performed with due care and skill by the independent service provider.
Fit for the specified purpose
Services must be fit for any purpose you make known to the provider at the time of booking — whether that is a standard clean, bond-back requirement, or specific repair outcome.
Within a reasonable time
Services must be delivered within the timeframe agreed at booking, or within a reasonable time where no specific timeframe was agreed.
For the full plain-English summary of your consumer guarantee rights, read the Consumer Guarantee Summary.
Complaints & Support
How to raise a complaint or request a refund
If you are not satisfied with a service, contact Urgent Pro as soon as possible — we recommend raising complaints within 24 hours of service completion to allow for timely investigation and resolution.
Email support
Send your complaint, refund request, or enquiry to support@urgentpro.com.au. We aim to acknowledge complaints within 24 hours and resolve them within 5 business days.
Phone
Call us on 1300 094 589. Our contact details are also listed on every booking confirmation you receive from us.
What to include
When lodging a complaint, please include your booking reference number, the date and time of service, a description of the issue, supporting evidence such as photos, and your preferred resolution.
For full complaint procedures, cancellation timeframes, and refund grounds, read the Refunds, Cancellations & Complaints Policy.
Quick Reference
All customer documents at a glance
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