Refunds, Cancellations & Complaints Policy

1. Purpose

1.1 This policy sets out the rules for cancellations, refunds, and complaints for services booked through URGENT Pro.

1.2 URGENT Pro administers this policy as authorised agent for Service Providers, not as the supplier of services.

1.3 This policy aims to:

• 1.3.1 Provide clear, transparent, and fair processes for cancellations, refunds, and complaints;
• 1.3.2 Comply with the Australian Consumer Law (ACL) and consumer guarantee obligations;
• 1.3.3 Ensure consistent treatment for all Customers across all Service Categories;
• 1.3.4 Clearly define the roles and responsibilities of URGENT Pro (as agent), Service Providers, and Customers;
• 1.3.5 Provide accessible escalation pathways for unresolved issues.

1.4 This policy applies to all services booked through URGENT Pro, including cleaning, gardening, handyman, pest control, removals, junk removal, and any other services added to our Service Categories.

2. Definitions

2.1 In this policy:

2.1.1 "ACL"

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

2.1.2 "Booking"

means a confirmed request for Services made through URGENT Pro.

2.1.3 "Booking Confirmation"

means the written or electronic confirmation sent to you upon acceptance of a Booking.

2.1.4 "Consumer Guarantee"

means any guarantee, right, or remedy conferred on consumers by the ACL that cannot be excluded, restricted, or modified by agreement.

2.1.5 "Customer" or "You"

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

2.1.6 "Major Failure"

means a failure to comply with a Consumer Guarantee that:

1. would have stopped a reasonable consumer from acquiring the Services if they had known about it; or
2. is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time; or
3. does not meet a specific purpose the consumer made known to the supplier and cannot easily be fixed within a reasonable time; or
4. creates an unsafe situation.

2.1.7 "Minor Failure"

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

2.1.8 "Platform Fee"

means the fee charged by URGENT Pro for facilitating the Booking and administering the Service Agreement.

2.1.9 "Quoted Price"

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

2.1.10 "Rectification"

means the re-performance or correction of Services to address defects or shortcomings.

2.1.11 "Service Agreement"

means the contract formed directly between you and the Service Provider for the provision of Services.

2.1.12 "Service Provider" or "Provider"

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

2.1.13 "Services"

means the cleaning, gardening, handyman, pest control, removals, junk removal, or other services performed by Service Providers and booked through URGENT Pro.

2.1.14 "URGENT Pro", "We", "Us", or "Our"

means WA Elite Services Pty Ltd (ABN 63 631 357 858) trading as URGENT Pro, acting as authorised agent for Service Providers.

3. Cancellation Policy

3.1 Customer Cancellations

3.1.1 You may cancel a Booking at any time, subject to the following cancellation fees:

3.2 How to Cancel

3.2.1 To cancel a Booking, please contact us via:

1. Email: support@urgentpro.com.au
2. Phone: 1300 105 453
3. Online: Via your account dashboard or our website contact form

3.2.2 Please include your Booking reference number when requesting a cancellation.

3.3 Service Provider Cancellations

3.3.1 If a Service Provider cancels a confirmed Booking:

1. URGENT Pro will endeavour to arrange an alternative Service Provider at the same Quoted Price;
2. If no suitable alternative is available, you will receive a full refund;
3. URGENT Pro is not liable for any additional costs, losses, or damages caused by Service Provider cancellations (including alternative accommodation, storage costs, or consequential losses).

3.4 Rescheduling

3.4.1 You may request to reschedule a Booking (subject to Service Provider availability) without cancellation fees if the request is made more than 48 hours before the original scheduled service time.

3.4.2 Rescheduling requests made within 48 hours of the scheduled service may be treated as a cancellation and rebooking, and cancellation fees may apply.

3.4.3 Rescheduling is subject to Service Provider availability and cannot be guaranteed.

3.5 Service-Specific Cancellation Variations

3.5.1 Some Service Categories may have specific cancellation policies that vary from the standard policy above. These variations will be set out in the applicable Service-Specific Terms and communicated to you at the time of Booking.

3.5.2 Examples of service-specific variations may include:

1. Bond/End-of-Lease Cleaning: Due to the time-sensitive nature of these services (typically tied to lease end dates), stricter cancellation timeframes may apply.
2. Removals: Given the logistical planning required, longer notice periods may be required for cancellations.
3. Pest Control: Where chemicals or treatments have been prepared, partial charges may apply even with cancellation.

3.5.3 Where Service-Specific Terms contain cancellation provisions that differ from this policy, the Service-Specific Terms will prevail to the extent of the inconsistency.

4. Refund Policy

4.1 Refund Authority

4.1.1 URGENT Pro is authorised by Service Providers to process refunds on their behalf as part of our agency arrangement.

4.1.2 When URGENT Pro issues a refund, it does so as agent for the Service Provider, not as the supplier of Services.

4.1.3 Refund decisions are made in accordance with this policy, the applicable Service-Specific Terms, and the Australian Consumer Law.

4.2 Grounds for Refund

4.2.1 You may be entitled to a refund in the following circumstances:

1. Service Not Provided: Full refund if the Service Provider fails to attend or provide the Services as confirmed in the Booking.
2. Major Failure: Full refund (or re-performance at your choice) if the Services fail to meet a Consumer Guarantee and the failure is a Major Failure.
3. Minor Failure: Partial refund or re-performance (at the Service Provider's choice) if the Services fail to meet a Consumer Guarantee and the failure is a Minor Failure.
4. Service Provider Cancellation: Full refund if the Booking is cancelled by the Service Provider and no suitable alternative is available.
5. Customer Cancellation: Refund in accordance with the Cancellation Policy set out in clause 3.1 above.

4.3 Refund Process

4.3.1 Refunds are processed as follows:

1. Step 1 — Submit Request: Customer submits a refund request with Booking reference number and reason for the request.
2. Step 2 — Review: URGENT Pro reviews the request and may contact the Customer and/or Service Provider for additional information or evidence.
3. Step 3 — Decision: URGENT Pro makes a refund decision (acting as agent for the Service Provider) in accordance with this policy and the ACL.
4. Step 4 — Processing: Approved refunds are credited to the original payment method used for the Booking.
5. Step 5 — Timeframe: Refunds typically process within 5–10 business days, depending on your financial institution.

4.4 Non-Refundable Items

4.4.1 The following are generally not refundable:

1. Services that have been satisfactorily completed in accordance with the Booking;
2. Late cancellation fees as set out in the Cancellation Policy;
3. No-show charges where the Customer failed to provide access to the service location;
4. Additional charges for variations or extra work that was requested and approved by the Customer during the service;
5. Third-party costs that have already been incurred and cannot be recovered (where applicable);
6. Payment processing fees charged by third-party payment providers (unless required by law).

4.5 Refund Method

4.5.1 Refunds will be issued to the same payment method used for the original Booking.

4.5.2 We cannot issue refunds to a different payment method, account, or person.

4.6 Partial Refunds

4.6.1 Where a partial refund is appropriate (for example, where part of the Services were satisfactorily completed but another part was not), URGENT Pro will calculate the refund amount based on the portion of Services that were unsatisfactory, taking into account the nature and extent of the issue.

5. Complaints Procedure

5.1 Raising a Complaint

5.1.1 If you are not satisfied with the Services, you should contact URGENT Pro as soon as possible. We recommend raising complaints within 24 hours of service completion to allow for timely investigation and resolution.

5.1.2 How to Lodge a Complaint:

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

5.1.3 When lodging a complaint, please provide:

1. Your Booking reference number;
2. Date and time of service;
3. Name of the Service Provider (if known);
4. Detailed description of the issue;
5. Supporting evidence where available (photos, videos, correspondence);
6. Your preferred resolution (e.g., rectification, partial refund, full refund).

5.2 Complaints Handling

5.2.1 URGENT Pro handles complaints on behalf of Service Providers as part of our agency arrangement.

5.2.2 Our Commitment:

1. Acknowledgment: We aim to acknowledge complaints within 24 hours of receipt.
2. Investigation: We will investigate the complaint fairly, which may include contacting you for additional information, reviewing evidence, and consulting with the Service Provider.
3. Resolution: We aim to resolve complaints within 5 business days. Complex complaints may take longer, and we will keep you informed of progress.
4. Communication: We will communicate our decision to you in writing, including the reasons for our decision and any remedy offered.

5.3 Resolution Options

5.3.1 Depending on the nature and validity of the complaint, resolution may include:

5.4 Rectification

5.4.1 Where rectification is the appropriate remedy:

1. The Service Provider (not URGENT Pro) is responsible for returning to complete or correct the work;
2. URGENT Pro will coordinate the rectification with the Service Provider on your behalf;
3. Rectification will be arranged at a mutually convenient time;
4. Rectification work will be provided at no additional cost to you;
5. If the Service Provider is unable or unwilling to perform rectification, URGENT Pro may arrange an alternative Service Provider or offer an alternative remedy.

5.5 Service-Specific Complaint Procedures

5.5.1 Some Service Categories have specific complaint procedures or guarantees:

5.5.2 Bond/End-of-Lease Cleaning:

1. If you have booked a Bond Clean and your real estate agent or landlord identifies cleaning issues during their inspection, you must notify URGENT Pro within 72 hours of the inspection;
2. You must provide a copy of the inspection report or written feedback from the agent/landlord;
3. The Service Provider will be given the opportunity to return and rectify the identified issues;
4. Rectification will be coordinated around your lease timeline where reasonably possible.

5.5.3 Pest Control:

1. If pests return within the warranty period specified in your Booking Confirmation, you must notify URGENT Pro within the warranty period;
2. The Service Provider will assess and re-treat as necessary;
3. Warranty conditions and exclusions will be set out in the Service-Specific Terms.

5.6 Escalation

5.6.1 If you are not satisfied with our resolution of your complaint:

1. You may request a review of the decision by a supervisor or manager;
2. You may contact us in writing to request escalation, setting out the reasons you are dissatisfied with the resolution;
3. We will review escalated complaints and provide a response within 10 business days.

5.7 External Remedies

5.7.1 If you remain dissatisfied after exhausting our internal complaints process, 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. Independent legal advice from a qualified legal professional
5. Small claims tribunal or court in your jurisdiction

6. Australian Consumer Law

6.1 Your Rights Under the ACL

6.2 Who Is Responsible

6.2.1 The Service Provider (not URGENT Pro) is the supplier of the Services and is responsible for meeting the Consumer Guarantees under the ACL.

6.2.2 URGENT Pro facilitates the resolution of Consumer Guarantee claims on behalf of Service Providers as part of our agency arrangement.

6.3 Making a Consumer Guarantee Claim

6.3.1 If you believe Services have failed to meet a Consumer Guarantee:

1. Contact URGENT Pro using the complaints procedure set out in clause 5;
2. Describe the nature of the failure and provide any supporting evidence;
3. Indicate whether you believe it is a Major Failure or Minor Failure;
4. URGENT Pro will investigate and coordinate a remedy with the Service Provider.

6.4 Limitation

6.4.1 Nothing in this policy, the Customer Terms & Conditions, or any other URGENT Pro document excludes, restricts, or modifies any Consumer Guarantee, right, or remedy conferred by the ACL that cannot be excluded, restricted, or modified by agreement.

7. Chargebacks

7.1 Dispute Resolution First

7.1.1 If you are dissatisfied with Services or believe you are entitled to a refund, we encourage you to contact URGENT Pro through our complaints procedure before initiating a chargeback or payment dispute with your bank or credit card company.

7.1.2 This allows us to:

1. Investigate the issue promptly;
2. Provide a fair resolution in accordance with this policy and the ACL;
3. Avoid unnecessary delays and administrative costs for all parties.

7.2 Chargeback Disputes

7.2.1 If you dispute a charge with your bank or credit card company (chargeback) without first attempting to resolve the issue through our complaints process:

1. URGENT Pro reserves the right to contest the chargeback and provide evidence of the Services rendered;
2. We may provide your bank or credit card company with relevant information, including Booking details, service records, communications, and any other evidence;
3. The chargeback process may take longer to resolve than our internal complaints process.

7.3 Unjustified Chargebacks

7.3.1 If a chargeback is found to be unjustified (for example, where Services were satisfactorily provided and no valid grounds for refund exist):

1. You may be liable for any fees or costs incurred by URGENT Pro as a result of the chargeback;
2. URGENT Pro may suspend or terminate your Account and refuse future Bookings;
3. We may take further action to recover any amounts owing.

7.4 Legitimate Disputes

7.4.1 Nothing in this clause prevents you from exercising your legitimate rights to dispute a charge where you believe it is unauthorised, fraudulent, or otherwise incorrect.

8. Policy Updates

8.1 Changes to This Policy

8.1.1 URGENT Pro may update this policy from time to time to reflect changes in our practices, legal requirements, or business operations.

8.2 Notification of Changes

8.2.1 Updated versions of this policy will be posted on our website at urgentpro.com.au/policies.

8.2.2 The effective date at the top of the policy will be updated.

8.2.3 For material changes, we will endeavour to notify you via email or through our Platform.

8.3 Applicable Policy

8.3.1 The policy in effect at the time of your Booking will apply to that Booking for cancellation and refund purposes.

8.3.2 For complaints, the policy in effect at the time you lodge your complaint will apply, unless the policy in effect at the time of Booking provides you with greater rights.

9. Contact Us

9.1 If you have any questions about this policy, or wish to request a cancellation, refund, or lodge a complaint, please contact us: