CANCELLATION & REFUND POLICY

AFIX

We understand that plans can change. Our Cancellation & Refund Policy is designed to provide flexibility to customers while protecting the time AFIX plumbers reserve for confirmed bookings.

CUSTOMER CANCELLATIONS

Customers may cancel their booking at any time. Refund eligibility depends on when the cancellation is made.

More than 4 Hours Before Your Appointment

If you cancel more than 4 hours before the start of your scheduled appointment window, the refundable portion of your $59 Booking Deposit will be refunded.

The $9.95 AFIX Service Fee is non-refundable and will not be included in the refund.

Less than 4 Hours Before Your Appointment

If you cancel less than 4 hours before the start of your scheduled appointment window, your full $59 Booking Deposit will be retained and is non-refundable.

This accounts for the plumber's reserved time, job allocation, travel planning and reduced opportunity to accept other work.

During Your Appointment Window

If you cancel once your scheduled appointment window has begun, your full $59 Booking Deposit will be retained and is non-refundable.

The same applies where the assigned plumber has already commenced travel to your property or arrived at the property.

NO ACCESS

Customers are responsible for ensuring that the plumber can access the property and required work area during the confirmed appointment window.

If the plumber arrives and is unable to gain access, the plumber will wait for up to 30 minutes and reasonable attempts may be made to contact you.

If access cannot be provided within this time, the booking may be treated as a No Access cancellation and your full $59 Booking Deposit will be retained and is non-refundable.

INCORRECT OR MISLEADING BOOKING INFORMATION

Customers are responsible for providing accurate information when making a booking.

If incorrect, incomplete or misleading information prevents the plumber from reasonably attending or completing the booked service, the $59 Booking Deposit may be retained.

Where the issue can still be assessed or resolved, AFIX may instead arrange an appropriate service change, additional work or Inspection & Diagnosis where applicable.

AFIX OR PLUMBER CANCELLATIONS

If an assigned plumber is unable to attend, AFIX will first attempt to assign another suitable plumber to your booking.

You will be notified of any changes to your booking as soon as reasonably possible.

If AFIX is unable to provide a suitable replacement, you may choose to:

  • Reschedule your booking; or

  • Cancel the booking and receive a refund of the amounts paid for the affected service, including the $9.95 Service Fee where AFIX is unable to fulfil the booking.

Repeated plumber cancellations may result in the plumber's access to the AFIX platform being reviewed or removed.

IF AFIX CANNOT ASSIGN A PLUMBER

If AFIX is unable to assign a plumber to your booking, you will not lose your Booking Deposit.

You may choose to reschedule or cancel the booking. If you choose to cancel because AFIX cannot fulfil the booking, all amounts paid for that booking will be refunded, including the $9.95 AFIX Service Fee.

SERVICE REFUNDS

Requests for refunds relating to completed services will be assessed based on the circumstances of the booking and work performed.

A refund or other appropriate resolution may be considered where:

  • The agreed service was not completed;

  • The work performed differs significantly from what was agreed;

  • AFIX or the plumber was unable to provide the agreed service; or

  • A valid service issue is raised within the applicable 7-day service guarantee period.

A refund may not be provided where:

  • The agreed work was completed;

  • The issue relates to work outside the agreed service or scope;

  • The issue was caused by misuse, damage or an unrelated problem after completion; or

  • Additional work was recommended but declined by the customer.

Nothing in this policy is intended to exclude or limit any rights or remedies available to customers under the Australian Consumer Law.

$9.95 AFIX SERVICE FEE

The $9.95 AFIX Service Fee is generally non-refundable, including where a customer chooses to cancel their booking.

Where a cancellation qualifies for a refund, the Service Fee will therefore normally be deducted from the amount returned.

However, if AFIX is unable to fulfil the booking, including where AFIX cannot assign a plumber or cannot provide a suitable replacement following a plumber cancellation, the Service Fee will also be refunded.

EXCEPTIONAL CIRCUMSTANCES

AFIX understands that unexpected circumstances can occur.

AFIX may review cancellation or refund requests involving exceptional circumstances on a case-by-case basis. Any discretionary refund provided by AFIX does not change the general terms of this policy.