Consumer Guarantee Summary

URGENT Pro (a trading name of WA Elite Services Pty Ltd) ABN: 63 631 357 858 Effective Date: 23 December 2025 Last Updated: 23 May 2026
Urgent Pro coordinator explaining customer rights and service guarantees on a tablet

Understanding Your Booking

When you book a service through URGENT Pro, you are entering into a contract directly with an independent Service Provider. URGENT Pro acts as an introductory agency — we connect you with qualified Service Providers and handle bookings, payments, and customer support on their behalf.

This means:

  • Your contract for services is with the Service Provider, not with URGENT Pro
  • The Service Provider is responsible for delivering quality services
  • URGENT Pro facilitates complaints and remedies on your behalf

Your Consumer Guarantees

Under the Australian Consumer Law (ACL), services you purchase come with automatic guarantees that cannot be excluded, restricted, or taken away. These guarantees apply regardless of any terms and conditions.

Services must be:

  • Provided with due care and skill — The Service Provider must use an acceptable level of skill and take reasonable care to avoid loss or damage.
  • Fit for any specified purpose — If you told us or the Service Provider what you needed the service for, it must be fit for that purpose.
  • Provided within a reasonable time — If no time was agreed, the service must be completed within a reasonable timeframe.

Service-Specific Warranties

In addition to the automatic consumer guarantees under the ACL, URGENT Pro and our Service Providers may offer additional service-specific warranties. These warranties vary depending on the type of service you book.

Examples of service-specific warranties include:

  • Bond/End-of-Lease Cleaning: Re-clean guarantee if real estate agent identifies issues
  • Pest Control: Treatment warranty period for pest return (varies by pest type)
  • General Cleaning: Satisfaction guarantee and re-clean options
  • Handyman Services: Workmanship warranty for specified periods

Full warranty details for your specific service will be included in:

  • Your quote documentation
  • Your Booking Confirmation
  • The applicable Service-Specific Terms

What Happens If Something Goes Wrong?

If the services you receive do not meet the consumer guarantees or the agreed service standards, you may be entitled to a remedy. The remedy you receive depends on whether the failure is considered major or minor.

Major Failure

A major failure is a serious problem with the services. A failure is major if:

  • You would not have booked the services if you had known about the problem
  • The services are substantially unfit for their normal purpose and cannot be easily fixed
  • The services do not meet a specific purpose you told us about and cannot be easily fixed
  • The services create an unsafe situation

Your remedy for a major failure: You can choose to:

  • Receive a full refund; OR
  • Have the services re-performed at no extra cost

The choice is yours.

Minor Failure

A minor failure is a problem that is not a major failure — meaning the services largely meet expectations but have some issues that can be fixed.

Your remedy for a minor failure: The Service Provider can choose to:

  • Re-perform the services to fix the issue; OR
  • Provide you with a partial refund for the difference in value

For minor failures, the Service Provider chooses the remedy, but it must be provided within a reasonable time.

Summary of Remedies

Type of FailureWho Chooses?Available Remedies
Major FailureYou (the customer)Full refund OR re-performance
Minor FailureService ProviderRe-performance OR partial refund

Who Is Responsible?

The Service Provider (not URGENT Pro) is the supplier of the services and is responsible for meeting the consumer guarantees under the Australian Consumer Law.

URGENT Pro acts as your point of contact and will coordinate the resolution of any issues with the Service Provider on your behalf. This means:

  • You contact URGENT Pro with your complaint
  • We investigate and liaise with the Service Provider
  • We coordinate the remedy (refund, re-performance, etc.)
  • The Service Provider is ultimately responsible for fulfilling the remedy

How to Raise an Issue

If you believe the services have not met a consumer guarantee or the agreed service standards, please follow these steps:

  • Contact us promptly — Ideally within 24 hours of service completion
  • Provide your Booking reference — This helps us locate your booking quickly
  • Describe the issue clearly — Explain what went wrong and how it differs from what was expected
  • Provide evidence if available — Photos, videos, or written correspondence can help
  • Tell us your preferred resolution — Let us know if you prefer a refund, re-performance, or other outcome

Contact Us:

Email: support@urgentpro.com.au

Phone: 1300 105 453

Website: urgentpro.com.au/contact

External Remedies

If you are not satisfied with our resolution of your complaint, you have the right to seek external assistance. Options include:

  • Australian Competition and Consumer Commission (ACCC) — www.accc.gov.au
  • Consumer Protection Western Australia — www.commerce.wa.gov.au/consumer-protection or call 1300 304 054
  • Your state or territory consumer protection agency (if you are located outside Western Australia)
  • Small claims tribunal or court in your jurisdiction
  • Independent legal advice from a qualified legal professional

Important Reminder

Contact Us

If you have any questions about your consumer guarantee rights or need assistance with a complaint, please contact us:

Browse Services