Refund Policy

At Polyria Appliance Repair, we are committed to providing high-quality appliance repair services and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be provided, our cancellation procedures, and your rights as a customer.

This policy applies to all services provided by Polyria Appliance Repair (ABN: 23925156) in Melbourne, Australia, and surrounding areas. By engaging our services, you acknowledge and agree to the terms outlined in this Refund Policy.

1. Our Satisfaction Guarantee

We offer the following guarantees:

• Quality Workmanship: All repairs are performed by certified, experienced technicians using industry-standard practices
• Service Warranty: 90-day warranty on labor for all repairs performed
• Parts Warranty: Manufacturer warranty on all parts (typically 30-90 days)
• Professional Service: Courteous, respectful, and professional treatment throughout your service experience

2. Diagnostic Fee Policy

2.1 Diagnostic Fee Structure

We charge a diagnostic fee of AUD $75-$120 (depending on appliance type and complexity) for service calls. This fee covers:

• Travel to your location
• Professional inspection and diagnosis of the appliance
• Detailed explanation of the problem
• Written quote for recommended repairs
• Expert advice on repair vs. replacement decisions

2.2 Diagnostic Fee Waiver

The diagnostic fee is waived if you proceed with the recommended repairs. This means you only pay for the repair work, not the diagnosis.

2.3 Diagnostic Fee Refund Policy

The diagnostic fee is generally non-refundable once our technician has completed the diagnosis. However, we may provide a refund or credit in the following exceptional circumstances:

• Our technician fails to arrive at the scheduled appointment without prior notice
• The diagnosis is significantly delayed beyond the agreed timeframe due to our error
• Technical error on our part prevents proper diagnosis
• Service was not performed as described

3. Repair Service Refund Policy

3.1 Completed Repairs

Once repair work is completed and you have accepted the service (by signing off on the work order or making payment), refunds are subject to the following conditions:

3.1.1 Full Refund Eligibility

You may be eligible for a full refund if:

• The repair was not performed as described in the agreed quote
• The appliance fails to function after repair due to our error
• Wrong parts were installed due to our error
• Service caused additional damage to your appliance
• We fail to honor our service warranty within the warranty period

3.1.2 Partial Refund Eligibility

You may be eligible for a partial refund if:

• The repair partially resolves the issue but does not fully fix the problem
• You experience issues within the warranty period that we cannot fully resolve
• Service delays significantly exceed the quoted timeframe due to our error

3.1.3 No Refund Situations

Refunds are not provided in the following circumstances:

• You change your mind after the repair is completed
• The appliance develops a different, unrelated problem after our service
• Issues arise due to misuse, abuse, or neglect after our service
• Normal wear and tear after the warranty period
• You fail to follow maintenance recommendations provided
• Repairs or modifications performed by others after our service
• Damage from power surges, electrical issues, or environmental factors
• The appliance fails due to age or pre-existing conditions unrelated to our repair

3.2 Parts Refund Policy

Parts ordered specifically for your repair are generally non-refundable once installed. However:

• If we order the wrong part due to our error, we will correct it at no additional charge
• Unused parts may be returned for a refund minus a 15% restocking fee, subject to supplier policies
• Special-order parts that cannot be returned to suppliers are non-refundable
• Defective parts will be replaced under manufacturer warranty at no charge to you

4. Cancellation Policy

4.1 Customer-Initiated Cancellations

4.1.1 Before Technician Dispatch

If you cancel before our technician is dispatched to your location, you will receive:

• Full refund of any advance payment or deposit
• No cancellation fee if you provide at least 24 hours' notice

4.1.2 Less Than 24 Hours Notice

Cancellations with less than 24 hours' notice may incur a cancellation fee of AUD $50-$75 to cover scheduling and administrative costs.

4.1.3 After Technician Dispatch

If you cancel after our technician has been dispatched or has arrived at your location:

• You will be charged the diagnostic fee (AUD $75-$120)
• Any advance payment will be refunded minus the diagnostic fee
• If parts have been ordered, they may be subject to restocking fees

4.1.4 During Service

If you cancel during the service call but before repairs are completed:

• You will be charged for the diagnostic fee
• You will be charged for any labor performed up to the point of cancellation
• You will be charged for any parts already installed or opened

4.2 Company-Initiated Cancellations

We may cancel a service appointment in the following situations:

• Unsafe working conditions at the premises
• Customer behavior that is abusive, threatening, or inappropriate toward our staff
• Appliance is beyond economical repair
• Required parts are unavailable and cannot be sourced
• Force majeure events (natural disasters, pandemics, etc.)

If we cancel for any reason other than unsafe conditions or customer behavior, you will receive a full refund of any payments made.

5. Rescheduling Policy

5.1 Customer-Requested Rescheduling

You may reschedule appointments subject to the following:

• First rescheduling: Free of charge with at least 24 hours' notice
• Second rescheduling: Free of charge with at least 24 hours' notice
• Third and subsequent rescheduling: May incur a AUD $30 administrative fee
• Less than 24 hours' notice: May incur a AUD $50 rescheduling fee

5.2 Company-Requested Rescheduling

If we need to reschedule due to technician availability, unexpected delays, or other operational reasons:

• We will provide as much advance notice as possible
• We will offer alternative appointment times at your convenience
• No fees will be charged for company-initiated rescheduling
• You may cancel without penalty if alternative times are not suitable

6. Emergency Service Refund Policy

Emergency services (outside standard business hours) are subject to additional surcharges. Our refund policy for emergency services:

• Emergency service fees are non-refundable once the technician is dispatched
• If we cannot provide emergency service as promised, emergency fees will be refunded
• Standard refund policies apply to repair work performed during emergency calls
• If you cancel an emergency call, standard cancellation fees apply plus emergency service surcharge

7. Warranty Service Policy

7.1 Within Warranty Period

If an issue covered by our warranty occurs within the warranty period (90 days for labor, manufacturer warranty for parts):

• Warranty service is provided at no additional charge
• You must report the issue within the warranty period
• You must provide your original service invoice
• The issue must be related to the original repair performed
• You must allow reasonable access for warranty service

7.2 Warranty Service Refunds

If we cannot successfully complete warranty service after reasonable attempts:

• You may receive a full refund of the original repair cost
• Or, at your option, credit toward a different repair or service
• We will make at least two good-faith attempts to resolve warranty issues before refunds are considered

8. Refund Request Process

8.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact us promptly: Notify us of the issue as soon as possible
2. Provide documentation: Submit your service invoice, photos of the issue (if applicable), and detailed description of the problem
3. Allow inspection: Permit our technician to inspect the appliance if necessary
4. Submit formal request: Send a written refund request via email to info@polyria.com or mail to our business address

8.2 Required Information

Your refund request should include:

• Your name and contact information
• Service invoice number and date of service
• Detailed description of the issue and reason for refund request
• Supporting documentation (photos, videos, if applicable)
• Preferred refund method (original payment method, credit, etc.)

8.3 Refund Review Process

Once we receive your refund request:

1. Acknowledgment: We will acknowledge receipt within 2 business days
2. Investigation: We will review your request and may schedule an inspection if needed (5-7 business days)
3. Decision: We will provide a decision within 10 business days of receiving all necessary information
4. Resolution: If approved, refunds are processed within 5-10 business days

8.4 Dispute Resolution

If you disagree with our refund decision:

• Request a manager review by emailing info@polyria.com
• We will conduct a secondary review within 5 business days
• If still unsatisfied, you may pursue dispute resolution through Australian Consumer Law channels

9. Refund Methods and Timing

9.1 Refund Methods

Approved refunds are processed via:

• Original payment method: Credit/debit card refunds appear within 5-10 business days
• Bank transfer: Direct deposit to your nominated account (2-5 business days)
• Service credit: Credit toward future services (available immediately)
• Check: Mailed to your address (10-14 business days)

9.2 Refund Processing Time

Standard refund processing times:

• Refund approval: 5-10 business days from request
• Processing: 5-10 business days from approval
• Bank processing: Additional 2-5 business days depending on your financial institution

9.3 Partial Refunds

For partial refunds:

• The refund amount will be clearly communicated and justified
• You will receive a detailed breakdown of refunded and non-refunded amounts
• Partial refunds follow the same processing timeline as full refunds

10. Australian Consumer Law Rights

Under Australian Consumer Law (ACL), you have consumer guarantee rights that cannot be excluded by this policy:

10.1 Consumer Guarantees

Services must:

• Be provided with due care and skill
• Be fit for the purpose you specified
• Be delivered within a reasonable time (if not specified)
• Result in the appliance being reasonably fit for normal use

10.2 Your Rights Under ACL

If our services fail to meet consumer guarantees, you are entitled to:

• Major failure: Cancel the service contract and obtain a refund, or claim compensation for the loss
• Minor failure: Require us to fix the problem within a reasonable time. If we fail to do so, you can have someone else fix the problem and claim costs from us, or cancel the contract and obtain a refund

10.3 Nothing in This Policy Limits Your ACL Rights

This refund policy operates in addition to, not instead of, your rights under Australian Consumer Law. Where this policy provides greater benefits than ACL requires, we honor this policy. Where ACL provides greater protection, ACL prevails.

11. Special Circumstances

11.1 Natural Disasters and Force Majeure

In cases of natural disasters, pandemics, or other force majeure events that prevent service completion:

• Advance payments will be refunded in full or credited toward future service
• We will work with you to reschedule service when possible
• No cancellation or rescheduling fees will apply

11.2 Financial Hardship

If you experience financial hardship after booking our services:

• Contact us to discuss payment arrangements
• We may offer payment plans or deferred payment options
• Cancellation fees may be waived or reduced at our discretion

11.3 Service Unavailability

If we cannot source necessary parts or complete repairs due to factors beyond our control:

• Full refund of all payments made
• Assistance in finding alternative repair options
• Recommendations for replacement options if repair is not feasible

12. Fraudulent Refund Claims

We take fraudulent refund claims seriously. Actions we may take include:

• Requiring photographic or video evidence of claimed issues
• Conducting on-site inspections before approving refunds
• Refusing future service to customers who make false claims
• Reporting fraudulent activity to appropriate authorities

Legitimate refund requests are always handled fairly and promptly. We only investigate claims that appear suspicious or inconsistent with service records.

13. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated "Last Updated" date
• Apply to services booked after the change effective date
• Not affect services already booked under the previous policy

We encourage you to review this policy periodically to stay informed of any changes.

14. Contact Information for Refund Requests

To request a refund or discuss refund-related questions, contact us:

Polyria Appliance Repair
ABN: 23925156
Level 5, 120 Collins St
Melbourne VIC 3000
Australia

Service Address:
1 Windler Ridge, Lefflerside
SA 2606, Australia

Phone: +61 412 739 658 (Main Line)
Phone: +250 545 109 655 (Service Line)
Email: info@polyria.com
Website: https://polyria.com

Business Hours:
Monday - Friday: 8:00 AM - 6:00 PM
Saturday: 9:00 AM - 4:00 PM
Sunday: Closed
Emergency Service: Available 24/7

15. External Dispute Resolution

If you cannot resolve a refund dispute directly with us, you may contact:

Fair Trading (Consumer Affairs Victoria)
Phone: 1300 558 181
Website: www.consumer.vic.gov.au

Australian Competition and Consumer Commission (ACCC)
Phone: 1300 302 502
Website: www.accc.gov.au

Small Claims Tribunal (VCAT)
Phone: 1300 018 228
Website: www.vcat.vic.gov.au