Refund, Cancellation & Warranty Policy

This Refund, Cancellation & Warranty Policy explains what happens if you need to change a booking, what you can expect if something goes wrong with our work, and how refunds are handled by AI Appliance Services (ABN 59 692 487 326, ACN 692 487 326). It forms part of our Terms of Service.

Nothing in this policy limits your rights under the Australian Consumer Law. Where this policy and the Australian Consumer Law differ, the Australian Consumer Law applies.

Plans change. If you need to reschedule or cancel a booked service call, please call us on 02 5562 6006 or email admin@aiapplianceservices.com as early as possible — ideally before the technician sets out for your appointment.

• There is no charge to reschedule or cancel a service call before the technician has attended.
• If the technician arrives at the agreed time and cannot access the appliance (for example no one is home and no access was arranged), the service call fee may be charged, as the appointment time has been used.
• If we need to reschedule your appointment, we will contact you as soon as possible to arrange a new time at no cost to you.

The $165 service call fee (including GST and card fees) covers the technician’s attendance and the initial professional diagnosis. Once the diagnosis has been carried out, that service has been provided, so the fee is payable whether or not you choose to go ahead with the recommended repair.

If the diagnosis was not carried out with due care and skill, you are entitled to a remedy under the Australian Consumer Law (see section 7).

Where a repair needs parts to be ordered, we will confirm the parts, price and any deposit with you before ordering. Many appliance parts are model-specific and cannot be returned to the supplier once ordered.

• If you cancel a repair after approving it but before parts are ordered, no parts cost applies.
• If you cancel after model-specific parts have been ordered, the cost of those parts may be payable (or deducted from any deposit). We will try to return or cancel parts with the supplier where possible and will pass on any refund we receive.
• If a part arrives faulty or incorrect, we will arrange a replacement at no extra cost to you and return the incorrect part to the supplier.

We stand behind our work. The warranty period for your repair (parts and labour) is confirmed on your quote or invoice. If the same fault we repaired returns during that period, contact us and we will reassess it. If the fault relates to our workmanship or a part we supplied, we will fix it at no additional cost.

To make a warranty claim:

• contact us as soon as you notice the problem, and stop using the appliance if it is unsafe;
• have your invoice number and a description of the problem ready; and
• allow us reasonable access to inspect the appliance.

The warranty does not cover:

• new or unrelated faults in other parts of the appliance;
• damage from misuse, accidents, power surges, water supply problems or pests;
• normal wear and tear, or consumable items such as filters, globes and seals subject to normal wear; or
• appliances that have been repaired, modified or moved by someone else after our visit.

Manufacturer warranties on new parts or appliances are provided by the manufacturer and are subject to their own terms. Where relevant, we can help you with a manufacturer warranty claim.

If a repair we carried out fails because of our workmanship or a part we supplied, our first step is to put it right by re-attending and repairing it again at no cost. Where a repair cannot be fixed within a reasonable time, or the problem amounts to a major failure under the Australian Consumer Law, you may be entitled to a refund.

We do not usually offer refunds where:

• you have changed your mind after a diagnosis or repair has been completed;
• a different, unrelated fault develops in the appliance; or
• the problem was caused by something outside our control (see the exclusions in section 5).

Approved refunds are paid to the original payment method (or by bank transfer where that is not possible), usually within 10 business days.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

To reschedule a booking, make a warranty claim or discuss a refund, please contact us. If we cannot resolve the issue together, you can contact NSW Fair Trading at www.fairtrading.nsw.gov.au or on 13 32 20.