Refund & Service Policy

Australian Consumer Law (ACL) Guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy if our services are not rendered with due care and skill, are unfit for purpose, or are not delivered within a reasonable timeframe. In the event of a major failure, Reliance Appliance Service will provide a re-service or a refund. We are committed to resolving operational disruptions for our clients as efficiently as possible.

Conditions for Refund

Refunds will be granted under the following criteria:

• The delivered service substantially deviated from the agreed scope of work.
• Reliance Appliance Service cancelled the booking and a rescheduled date could not be agreed upon.
• A verified administrative error resulted in an overcharge.

Exclusions from Refunds

Refunds will strictly not be provided for:

• Diagnostic Call-Out Fees: The call-out fee covers the technician’s dispatch, travel, and diagnostic labour. If an inspection reveals that the appliance failure is due to pre-existing damage, pests, water ingress, misuse, or end-of-life wear, the call-out fee remains fully payable and non-refundable.
• Change of Mind: Post-service refunds are not issued for a change of mind.
• Insufficient Notice: Cancellations made within 24 hours of the scheduled booking.
• Restricted Access: Inability to perform the service due to client errors (e.g., incorrect address), tenant absence, or unsafe premises.

Modifications to Bookings

A minimum of 24 hours' notice is required to cancel or alter a scheduled appointment. Failure to provide this notice, or failure to provide the technician with safe access to the premises at the agreed time, will automatically incur a non-refundable call-out charge.

Warranty Provisions

Reliance Appliance Service offers a 3-month warranty strictly covering our installation and repair workmanship. Should a defect arise from our specific labour within this period, it will be rectified at no extra cost. Parts and appliances are subject to the original manufacturer’s warranty terms. Subsequent call-outs for unrelated appliance faults, or failures caused by external factors, will attract standard service fees.

Refund Application Process

All refund claims must be submitted in writing to [email protected]. Submissions must include the corresponding invoice number, details of the service date, and the grounds for the refund request. Approved refunds will be reversed to the original payment source within 14 business days.