Cancellation & Refund Policy

CUSTOMER CANCELLATIONS

Customers may cancel a booking up to 4 hours before the scheduled time.

  • More than 4 hours → Full refund
  • Less than 4 hours → 25% cancellation fee applies
  • Within the scheduled time frame → 50% cancellation fee applies

These fees are in place to account for time reserved by the assigned plumber, including travel planning, job allocation, and lost opportunities to accept other work during that period. Providing notice in advance allows plumbers to reallocate their time and minimise disruption.

PLUMBER CANCELLATIONS

If a plumber cancels:

  • AFIX will reassign the job
  • Customer will be notified immediately
  • Customer may receive priority booking on future services

Plumbers who repeatedly cancel may be removed from the platform after further investigation.

REFUNDS

Refunds are assessed on a case-by-case basis.

Refunds may be issued where:

  • Services are not completed
  • Services differ significantly from what was agreed
  • Valid issues are raised within the 7-day service guarantee period

AFIX reserves the right to deny refund requests where:

  • Work has been completed as agreed
  • Issues arise due to misuse or unrelated causes

BOOKING DEPOSIT REFUNDS

We understand that circumstances can change. Our cancellation policy is designed to be fair to both homeowners and plumbers.

Eligible for a Full Refund

Your $59 Booking Deposit will be fully refunded if:

  • You cancel your booking before a plumber has accepted the job.
  • AFIX is unable to assign a plumber to your booking.

Non-Refundable Situations

The booking deposit may not be refunded if:

  • You cancel after a plumber has accepted your booking.
  • You are unavailable or fail to provide access at the agreed appointment time.
  • Incorrect or misleading information is provided that prevents the plumber from attending or completing the booking.

If exceptional circumstances apply, AFIX may review refund requests on a case-by-case basis.