Effective Date: February 10, 2025
At Financialfocusltd, customer satisfaction is our priority. This Refund Policy explains when you are eligible for a refund and how we handle refund requests for our pool cleaning services, in compliance with Australian Consumer Law (ACL). By using our services, you agree to the terms of this Refund Policy.
1. Your Rights Under Australian Consumer Law (ACL)
Under the Australian Consumer Law, you are entitled to a refund, repair, or replacement if the service provided:
- Is not delivered with due care and skill.
- Does not meet the purpose agreed upon.
- Is not completed within a reasonable timeframe (if a time was not specified).
You are not entitled to a refund if you change your mind or no longer require the service after it has been delivered.
2. Refund Eligibility
We offer refunds or service corrections under the following conditions:
- Incomplete or Substandard Service: If the service provided is not completed as agreed or the results do not meet basic industry standards.
- Late or Non-Delivery: If the service is not delivered within the agreed timeframe without prior notice or consent.
- Significant Defect: If the service outcome leaves the pool unsafe, unsanitary, or visibly unclean, despite reasonable efforts.
For minor issues, we will first attempt to correct the problem. If it cannot be resolved, a refund or credit will be provided.
3. Non-Refundable Situations
Refunds will not be issued in the following situations:
- Change of mind after the service is delivered.
- Refusal of service due to unsafe or unsuitable conditions (e.g., structural pool damage or hazardous water).
- Failure to provide access to the pool at the agreed time without prior notice.
4. Refund Process
If you believe you are eligible for a refund, please follow these steps:
- Contact Us: Email us at [email protected] or call 0459 040 591 within 14 days of the service date.
- Provide Details: Include your full name, service date, invoice number, and a detailed description of the issue.
- Assessment: We will assess your request and respond within 5 business days.
- Resolution: If eligible, we will offer a refund, correction of the service, or a credit for future services.
5. Refund Methods
- Refunds will be processed back to the original payment method used at the time of booking.
- Please allow up to 7 business days for the refund to appear in your account, though processing times may vary depending on your bank or payment provider.
6. External Services Disclaimer
We are not responsible for delays or limitations caused by third-party service providers, including online payment gateways or scheduling platforms. In such cases, we will assist in resolving the issue with the relevant provider.
7. Contact Us
If you have any questions about this Refund Policy or wish to request a refund, please contact us at:
Financialfocusltd.com
49 Williamson St
Bendigo VIC 3550 Australia
Phone: 0459 040 591
Email: [email protected]
Working Hours: Monday–Friday 9 am–6 pm