Everything You Need to Know Before You Book

Urgent Pro is a booking agency, not a service company. We don't employ cleaners, removalists, or tradespeople. We match your booking request with a verified independent local professional who performs the work directly. Your service contract is with your assigned provider, not with Urgent Pro. We handle the booking, payment collection, and any complaints or warranty coordination on your behalf as the provider's authorised agent. Urgent Pro is a trading name of WA Elite Services Pty Ltd (ABN 63 631 357 858).

An independent local professional performs your service. Once your booking is confirmed, you receive the trading name and ABN of the provider assigned to your job before they arrive. They run their own business, carry their own insurance, and have been verified against our mandatory checks before being activated on the platform. Urgent Pro acts as their booking agent only — we don't direct or supervise how they perform their work.

Every provider on Urgent Pro completes a documented five-check verification process before they're activated: (1) Active ABN and GST registration confirmed with the Australian Business Register, (2) Public liability insurance Certificate of Currency sighted and verified (minimum $10 million per occurrence), (3) Government-issued photo identity check, (4) Right to work in Australia confirmation, and (5) Licence and qualification checks where the service type requires them — including trade licences for electrical, plumbing and gasfitting work, vehicle licence class for removalists, and chemical handling certification where applicable. Insurance is tracked for renewal — if a provider's cover lapses, their access to bookings is suspended until reinstated.

Every provider holds public liability insurance with a minimum cover of $10 million per occurrence. This is sighted and verified at activation and tracked for renewal. Public liability covers accidental damage to your property or injury to third parties arising from the provider's work — for example, water damage from a cleaning mishap, scratched flooring during a move, or accidental wall damage. Removalists also carry goods-in-transit cover for items being moved. For damage claims, the provider's insurance is the primary source of indemnity, and Urgent Pro coordinates the claim on your behalf. See our Damage Claims Policy for the full process.

Payment is collected by Urgent Pro as authorised agent on behalf of your provider. Paying Urgent Pro is the same as paying your provider directly. Your tax invoice shows your provider's name and ABN. We retain the agreed agency commission, hold the balance during the warranty period as a payment-hold mechanism that backs our service warranty, then remit the provider's share to their nominated account. You're not paying a middleman — you're paying the provider through an authorised payment collection arrangement.

Your tax invoice will show the trading name and ABN of the independent provider who performed your service, not Urgent Pro. This is because the service contract is between you and the provider, and the provider is the supplier of the services for tax and Australian Consumer Law purposes. Urgent Pro issues the invoice on the provider's behalf as their invoicing agent under our agency arrangement.

Your booking confirmation includes: the trading name and ABN of your assigned provider, the service details, scheduled date and time, the agreed scope of work, and the GST-inclusive quoted price. You know exactly who is coming, what they've agreed to do, and what remedies are available before any work begins. If the provider needs to change anything, you'll be contacted before they arrive.

Yes. Every booking includes a workmanship warranty in addition to your rights under the Australian Consumer Law. Warranty periods vary by service type: 24 hours for standard house cleaning, 14 days for bond and end-of-lease cleaning, 7 days for carpet cleaning, 48 hours visible + 7 days hidden damage for removalists, 24 hours for rubbish removal and lawn mowing, and 7 to 30 days for handyman work depending on job type. If the service doesn't meet the agreed standard, contact us within the warranty period and we'll coordinate a remedy with your provider. See our Service Warranty page for the full breakdown.

Under the Australian Consumer Law, all services come with three automatic statutory consumer guarantees that can't be excluded by any contract: services must be performed with due care and skill (ACL s60), be fit for any specified purpose you made known (ACL s61), and be supplied within a reasonable time (ACL s62). If the service is a Major Failure (a serious problem that can't be easily fixed, makes the service unfit for purpose, or creates an unsafe situation), you choose between a full refund or re-performance. If it's a Minor Failure, the provider can choose to re-perform or refund the difference. These rights operate in addition to our voluntary Service Warranty. See our Consumer Guarantee Summary.

Contact Urgent Pro as soon as possible — ideally within 24 hours of service completion. Lodge a complaint by emailing support@urgentpro.com.au or calling 1300 105 453, and include your booking reference, a description of the issue, and any photo evidence. We'll acknowledge your complaint within 24 hours and aim to resolve it within 5 business days. The provider is given the opportunity to return and rectify the work at no additional cost. If they can't or won't, we can engage a substitute provider or arrange a refund — funded from the payment held during the warranty period. Full process at our Refunds, Cancellations and Complaints Policy.

If your provider cancels a confirmed booking or fails to attend, Urgent Pro will try to arrange a suitable alternative provider at the same quoted price. If no suitable alternative is available, you'll receive a full refund. Provider non-attendance without prior notification is a breach of our contractor agreement and the provider absorbs the cost — you don't pay extra to be re-allocated. Urgent Pro is not liable for additional costs caused by provider cancellations such as alternative accommodation or storage. Full detail in our Refunds and Cancellations Policy.

You can request a specific provider for future bookings, and where they're available we'll prioritise that match. Because providers are independent contractors who run their own businesses, we can't guarantee the same provider every time — they set their own schedule and may not be available on your preferred date. Recurring bookings typically have a higher chance of provider continuity than one-off requests.

Urgent Pro currently operates across five Australian cities: Sydney, Melbourne, Brisbane, Gold Coast, and Perth — covering the metro areas of each. Within these cities, we service all suburbs through our verified local provider network. To see the services available in your city, visit your city page: Sydney, Melbourne, Brisbane, Gold Coast, or Perth.

Standard bookings can typically be arranged within a few days notice, depending on provider availability and the service category. For time-sensitive services like bond cleaning, end-of-lease cleaning, and house removalists, we recommend booking 5 to 7 days ahead — especially during end-of-month peak periods when most leases turn over. For ongoing services like fortnightly house cleaning or lawn mowing, slots can be locked in immediately. Same-day or next-day requests can sometimes be accommodated subject to local provider availability.

If the actual scope differs from your booking, your provider contacts Urgent Pro and we contact you before any additional work proceeds. Variations require your written consent. Our approval thresholds are: variations up to $50 can be approved by Urgent Pro without you being contacted, variations between $50 and $200 require your approval by phone, SMS or email before work proceeds, and variations over $200 require your written approval by email or signed acknowledgment. You won't be charged for extra work you didn't approve. Full detail in our Pricing and Variations Policy.

A regular house clean is for ongoing maintenance — surface dusting, vacuuming, mopping, kitchen and bathroom wipe-downs. A deep clean includes everything in a regular clean plus inside-of-oven, inside-of-fridge, skirting boards, blinds, and built-up grime in high-use areas. A bond clean (or end-of-lease clean) is the most thorough — designed to meet your property manager's exit condition report and recover your bond. It covers everything in a deep clean plus window tracks, fly screens, wall spot-cleaning, exhaust fans, and detailed kitchen and bathroom work. Bond cleans take significantly longer and cost more, but they're priced to meet the inspection standard.

In Queensland (Brisbane, Gold Coast) you need a Bond Clean — the standard QLD term aligned to the RTA exit condition report. In NSW, VIC, and WA (Sydney, Melbourne, Perth) you need an End of Lease Clean — the same scope of work, different state terminology. Some renters opt for Vacate Cleaning instead when there's no bond at risk (sub-letting, short-stay, family arrangements) — vacate is similar in scope but priced for situations where the inspection isn't tied to a bond return.

Yes — your provider brings all their own products, vacuum, mops, microfibre cloths, and equipment as standard. They're independent contractors running their own businesses with their own gear. You don't need to supply anything. If you have a preference for eco-friendly products, pet-safe products, or fragrance-free options, let us know at booking and we'll match you with a provider who can accommodate that.

Pricing depends on the cleaning type. House cleans are typically hourly or by bedroom count. Bond, end-of-lease, and vacate cleans are usually a fixed quote based on bedrooms, bathrooms, property size, and condition. Carpet cleaning is priced per room, per square metre, or by total area. All quotes are GST-inclusive and provided in writing before you confirm the booking. If you'd like a quote for your specific property, fill out our quote form and we'll come back with a fixed price for your scope.

Every cleaner activated on the Urgent Pro platform completes government-issued photo ID verification before their first booking. For specific services and customer categories that require it (NDIS, Aged Care), providers also complete the NDIS Worker Screening Check and a National Police Check. Standard residential cleaning doesn't require a national police check by default, but you can request a provider who holds one if it's important to you — just note this in your booking. All providers also hold $10 million public liability insurance, so you're protected for accidental damage.

We handle local moves within each of our five cities — Sydney, Melbourne, Brisbane, Gold Coast, and Perth. This covers house removalists (apartments, units, freestanding homes, townhouses, including high-rise with lift access and Queenslander homes with external stairs) and office removalists (small offices through to multi-floor corporate relocations, including IT equipment, workstations, and modular furniture).

Removalist quotes are based on your inventory list, the truck size required, the access conditions at both properties (stairs, lifts, long-carry distances, parking restrictions), and the time of week and month. Most local residential moves are quoted hourly with a minimum call-out. Larger moves and interstate routes are quoted as a fixed price based on the declared inventory. All quotes are GST-inclusive and provided in writing before booking. Variations to the agreed scope on the day require your approval before any additional charges apply.

Every removalist on the platform holds public liability insurance with minimum $10 million cover per occurrence — verified at activation and tracked for renewal. Removalists also carry goods-in-transit insurance for items being moved. Public liability covers accidental damage to your property or third parties (scratched walls, damaged door frames, injury). Goods-in-transit covers damage to your belongings during loading, transport, and unloading. For high-value items (artwork, antiques, instruments), declare them at the quote stage so the provider can confirm cover and protective handling. Our Removalists Service Warranty offers a 48-hour visible damage window plus a 7-day hidden damage window.

Yes — there are items that legally can't be moved on a standard removalist truck: full gas bottles (LPG), flammable liquids (paint thinners, petrol, kerosene), hazardous chemicals, ammunition, illegal substances, and live animals. Some items can be moved if drained or made safe — empty gas bottles, lawn mowers without fuel, fridges and washing machines once disconnected. Pets need to be transported separately, either by you or by a dedicated pet transport service. If you're unsure about a specific item, list it on your quote request and your provider will confirm before the move.

Damage claims for removalists are covered by our Removalists Damage Annex. Inspect your belongings on delivery — visible damage must be flagged within 48 hours, and hidden damage (inside packed boxes or behind larger items) within 7 days. Take photos of the damage at unpack, save the original packaging where possible, and contact us immediately with your booking reference. The provider's goods-in-transit insurance is the primary source of compensation, and Urgent Pro coordinates the claim on your behalf. Don't wait — the time windows are strict because they align with the evidentiary period during which damage can credibly be attributed to the move.

Rubbish removal is priced by volume — typically by cubic metre or by fractional truck load (quarter, half, three-quarter, full). Heavy materials like soil, bricks, and concrete may be priced differently because they take up less volume but more weight. All quotes are GST-inclusive and provided in writing before pickup. If you have more rubbish than originally quoted when the truck arrives, the provider contacts us before any additional charges apply — variations require your approval per our Pricing and Variations Policy.

Accepted: general household waste, furniture, mattresses, white goods (fridges, washing machines), e-waste (TVs, computers), green waste, bundled branches, construction and renovation debris, soil, bricks, and concrete (extra charges apply for heavy materials). Not accepted on standard rubbish removal: asbestos (requires licensed asbestos removalist), liquid paint or paint thinners, chemicals, fuel, batteries, gas bottles, medical waste, and any hazardous material. If you're unsure about a specific item, mention it in your quote request and we'll confirm before booking.

Yes. Mattresses, fridges, washing machines, dryers, TVs, computers, and other e-waste items are all accepted by our rubbish removal providers — these are the exact items most councils won't take in standard kerbside collection. Providers use licensed disposal facilities and recycle where possible: metals to scrap, e-waste to certified e-waste processors, mattresses to mattress recyclers in cities where this is available.

Council hard waste collection is typically free or low-cost but scheduled — you might wait months for the next pickup, and you're limited by what the council accepts and how much they'll take. Private rubbish removal through Urgent Pro is fast (often same-week, sometimes same-day), takes items councils won't (e-waste, large quantities, construction debris), and includes the labour of carrying items from inside your property to the truck. You pay for speed, scale, and convenience. For small jobs that aren't time-sensitive, council kerbside is often the more economical choice.

Same-day pickup is sometimes available depending on provider availability and your city, but it's not guaranteed. Next-day or within-the-week is more typical. To improve your chances of a fast pickup: book in the morning, be flexible on time window, and have the pile accessible from the truck (driveway, garage, front yard rather than down a flight of stairs). After-hours and weekend collections are available in some cities at an extra charge.

Lawn mowing is typically priced by visit, based on lawn size, complexity (flat versus sloped, single area versus multiple), and frequency (recurring schedules attract a better per-visit rate than one-offs). Overgrown lawns that haven't been mowed for several weeks may attract a higher first-cut price because they take longer and require multiple passes. All quotes are GST-inclusive and provided in writing before booking.

Standard practice is to leave clippings bagged on-site for your green waste bin or council collection. If you'd prefer the provider takes clippings away for disposal, this can be added as an extra at booking — it's priced separately because it involves trailer load, disposal facility fees, or travel to a green waste tip.

Edging is typically included as standard in a recurring mowing schedule. For one-off mows, edging may be quoted separately depending on the length and condition of the edges. Confirm at booking. Hedge trimming, weed removal, fertilising, and lawn treatments are separate scope items and are quoted on top of standard mowing.

Yes. Weekly, fortnightly, three-weekly, and monthly schedules can all be arranged. Recurring bookings get priority on provider continuity (same mower where possible) and attract a better per-visit rate than one-off bookings. Schedules can be paused over winter when growth slows in southern cities (Melbourne, Sydney, Perth) and resumed in spring.

If rain prevents safe or effective mowing on the scheduled day, your provider will contact you and reschedule for the next available dry day — usually within 24 to 48 hours. You're not charged for the rescheduled visit. Wet lawns can't be mowed cleanly without damaging the grass and leaving uneven cuts. For coverage of missed areas or finish quality on the rescheduled visit, see our Lawn Mowing Service Warranty.

A handyman can legally do most non-licensed minor work: furniture assembly, picture and TV mounting, shelf installation, door adjustments, gyprock patching, silicone re-sealing, tile re-grouting, smoke alarm battery replacement, and general repairs. Licensed work that a handyman cannot legally perform: any electrical work involving fixed wiring, switches or power points; plumbing work behind walls or involving water supply or drainage; gas fitting; and structural building work above the state's dollar threshold. Each state has different thresholds (NSW, VIC, QLD, WA all vary). If a booked job turns out to require a licensed trade, your provider will stop and refer you to a correctly licensed tradesperson — and no warranty applies to work they weren't licensed to perform.

Most handyman work is priced hourly with a minimum call-out fee (typically 1 to 2 hours minimum). Some specific jobs are quoted as a fixed price — TV mounting, full furniture assembly of named items, door installation. All quotes are GST-inclusive and provided in writing before booking. The hourly rate covers the handyman's time, fuel to your location, and use of standard tools — additional materials (anchors, brackets, paint, sealant) may be billed at cost or supplied by you, confirmed at booking.

Yes. Every handyman on Urgent Pro holds public liability insurance with a minimum of $10 million cover per occurrence — verified at activation and tracked for renewal. This covers accidental damage to your property or injury to third parties arising from their work. For specific job types and high-value installations, you can request a provider with higher cover or specific qualifications — confirm at booking.

Standard practice is that the handyman supplies small consumables (screws, anchors, basic brackets, wall plugs) as part of the job. Larger items — TV mounts, shelves, paint, sealant tubes, replacement tiles — are typically supplied by you, or supplied by the handyman at cost with prior approval. Confirm at booking which approach applies. If the handyman supplies materials, you'll see them itemised on your tax invoice.

Handyman work carries a tiered warranty depending on job type. Tier 1 — Simple Assembly (flat-pack furniture, basic mounts): 7 days. Tier 2 — Wet-area, door, and plaster patching: 14 days. Tier 3 — Complex anchored installations (TV mounts, shelves, mirror mounts that bear weight): 30 days. Within the warranty window, contact us and the provider will return to rectify any defect at no additional cost. Full detail at our Handyman Service Warranty.