Terms & Conditions
Last updated: 28 June 2026
These Terms and Conditions explain how Always Prompt Appliance Repairs operates and what both parties can expect when you book, approve, or proceed with our services. They are intended to help us provide efficient, professional and fair service while protecting both our customers and our business.
Please read these Terms carefully before booking or engaging our services.
1. Acceptance of Terms
By booking a service, requesting a quote, approving work, accepting a quote, paying a deposit, allowing our technician to attend, allowing our technician to begin work, or otherwise proceeding with our services, you agree to these Terms and Conditions.
These Terms apply to onsite service, workshop repairs, diagnostic work, quoted repairs, return visits, deposit invoices, warranty work and any other services supplied by Always Prompt Appliance Repairs.
If you make a booking on behalf of another person, business, property owner, tenant, occupier or appliance owner, you confirm that you are authorised to accept these Terms on their behalf and to approve charges for the booking.
2. Australian Consumer Law
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable law.
Where our liability can lawfully be limited, it is limited to one or more of the following, at our election and to the extent permitted by law:
– resupplying the services;
– paying the cost of having the services resupplied;
– repairing or replacing goods supplied by us;
– paying the cost of having goods repaired or replaced.
Any clause in these Terms that refers to a limitation, exclusion, non-refundable item, customer responsibility, warranty exclusion or liability limit is subject to this Australian Consumer Law clause.
3. Standard Charges — Brisbane Metro Area
Our standard Brisbane Metro service charge is $219 including GST.
This includes:
– technician attendance/call-out; and
– up to 30 minutes labour onsite.
Most faults are diagnosed, and many repairs are completed, within the first 30 minutes.
Additional labour, if required, is charged at $45 including GST per additional 15 minutes, unless otherwise stated or quoted.
Parts, materials, freight, special access requirements, second technicians and return visits are charged separately where required. These charges will be discussed before proceeding wherever reasonably practicable.
The standard service charge remains payable where:
– the appliance is inspected or diagnosed but not repaired;
– no fault is found during attendance;
– the fault is intermittent and cannot be reproduced during attendance;
– parts are unavailable;
– the appliance is uneconomical to repair;
– the customer chooses not to proceed with a repair;
– the appliance is unsafe, inaccessible, unsanitary or unsuitable to work on;
– the appliance has a pre-existing condition that prevents completion.
4. Eligible Concession Service Charge
Eligible Brisbane Metro customers may receive a discounted service charge of $199 including GST.
To qualify, the appliance owner must hold a valid:
– Queensland Seniors Card;
– Pensioner Concession Card; or
– current Student Identification Card.
The discounted service charge includes technician attendance/call-out and up to 30 minutes labour onsite.
Most faults are diagnosed, and many repairs are completed, within the first 30 minutes.
To receive the concession rate, the valid concession card must be presented to the technician before payment is taken and before the technician leaves the property. If a valid concession card is not presented at that time, the standard service charge applies.
5. Extra Travel Charges
Extra travel charges may apply if your location is outside our standard Brisbane Metro service area or more than approximately 30 minutes from Brisbane.
Where extra travel charges apply, we will discuss them at the time of booking or before attendance wherever reasonably practicable.
6. Workshop Charges — Underwood
The following workshop inspection and service charges apply unless otherwise quoted:
– Vacuums, Miele and Bosch only: $110 including GST, includes up to 30 minutes for diagnosis and repair.
– Coffee machines: $350 including GST, includes up to 2 hours inspection and service.
– Small appliances, including microwaves, blenders and similar items: $190 including GST, includes up to 1 hour for diagnosis and repair.
– Large appliances, including washing machines, dishwashers, fridges, freezers, ovens, stoves and dryers: $190 including GST, includes up to 1 hour for diagnosis and repair.
– Portable fridges, including Waeco, Evakool, Dometic and similar units: $190 including GST, includes up to 1 hour for diagnosis and repair.
Additional labour, parts, freight, materials, return visits or special work may be quoted separately.
7. Attendance and Arrival Windows
We provide an estimated arrival window for onsite appointments. The technician may arrive at either end of the arrival window.
You must ensure an adult is available at the property during the arrival window and for at least 1 hour after the arrival window.
The adult present must be authorised to:
– provide access;
– approve additional work or charges where required;
– provide information about the appliance;
– sign any required documents; and
– make payment on completion.
Your technician will generally phone or SMS when on the way. If we cannot reach you by phone or SMS before travelling, we may be unable to attend.
8. Cancellation and Rescheduling
If you need to cancel or reschedule, we require a minimum of 4 business hours’ notice before your booking time.
Notice must be given by phone or email during business hours.
Business hours are 7:00am to 4:30pm, Monday to Friday, excluding public holidays.
We reserve the right to charge a cancellation fee of up to $89 including GST where reasonable notice is not provided, where our technician has already commenced travelling, or where the appointment cannot proceed because of customer availability, access, parking or site issues.
Online bookings may also be rescheduled or cancelled using the Manage Booking link in the original booking email, where available.
9. Payment Terms
Payment is due immediately upon completion of the approved work and before our technician leaves the property, unless Always Prompt Appliance Repairs has approved alternative payment terms in writing before attendance.
Our technicians carry mobile EFTPOS terminals.
We accept payment by:
– cash;
– EFTPOS;
– Visa;
– Mastercard;
– debit card;
– tap-to-pay;
– Apple Pay;
– Google Pay;
– American Express where available; and
– other methods approved by our office.
If the person responsible for payment will not be present at the appointment, you must notify us before attendance so payment arrangements can be approved.
Online Pay Now links and direct bank transfer details may be provided for convenience where approved by Always Prompt Appliance Repairs. Their inclusion on an invoice does not extend the payment due date and does not create 7-day credit terms unless expressly agreed by us in writing.
Direct bank transfer is not treated as received until cleared funds are visible in our bank account. Screenshots, receipts, transfer confirmations or remittance advices are not proof of cleared payment unless confirmed by our office.
10. Card Surcharges
Card payment surcharges are charged at our actual cost of acceptance and are automatically added to applicable card transactions.
Where a surcharge applies, it will not exceed our cost of acceptance for that payment type.
Current surcharge rates are available upon request and may change from time to time.
As at the date these Terms were last updated, in-person ANZ EFTPOS terminal surcharges may include:
– Mastercard Credit: 0.80%;
– Mastercard Debit: 0.8%;
– Visa Credit: 0.8%;
– Visa Debit: 0.8%;
– UnionPay: 2.33%;
– EFTPOS: 0.46%.
Online Stripe Pay Now link payments may incur a surcharge of 1.73% plus $0.31 per transaction for online card payments, including Apple Pay and Google Pay.
American Express may only be available through selected payment methods and may incur a different surcharge.
Surcharge rates are subject to change. Current rates are available on request.
11. Deposit Payments
Where parts, freight, supplier charges or special-order items are required, we may issue a deposit invoice before ordering.
Deposit invoices are payable immediately unless another due date is specified.
Parts will generally not be ordered until cleared payment has been received.
Delays in payment may result in extended supplier lead times, changes in parts availability or changes in supplier pricing.
Special-order, non-stock, supplier-ordered or imported parts may become non-refundable once ordered from our supplier, except where required by law.
12. Approval of Additional Work or Charges
If additional labour, parts, materials, freight, special access, a second technician, a return visit or any additional charge is required, we will seek approval before proceeding wherever reasonably practicable.
Approval may be given:
– verbally;
– by email;
– by SMS;
– online;
– by signed job card;
– by payment of a deposit;
– by accepting a quote; or
– by allowing the technician to proceed after the charge has been explained.
If an authorised adult at the property approves additional work or charges, the customer remains responsible for those approved charges.
13. Fixed-Price Quotes and Estimates
Where Always Prompt Appliance Repairs provides a written fixed-price quote or estimate and the customer accepts that quote verbally, electronically, online, by email, by SMS or in writing, the accepted amount becomes the agreed contract price for the approved work.
Unless expressly stated otherwise, a fixed-price repair quote is not an hourly labour rate and is not determined solely by the time spent onsite.
A fixed-price quote may include diagnosis, technician expertise, administration, travel, return attendance, labour, parts sourcing, warranty obligations, freight, overheads and GST.
Once the approved work has been completed, the customer is liable for the full quoted amount. The customer may not retrospectively reduce or re-price the agreed quotation based on the time spent onsite.
A fixed-price quote covers only the specific work described in the quote. If further faults, secondary faults, hidden damage, pest damage, water damage, installation defects or unrelated failures are discovered before, during or after the quoted work, those issues are not included unless expressly stated in the quote. Further diagnosis, parts, labour or return visits may be quoted separately.
14. Quote Validity and Parts Availability
Quotes and estimates are valid for 7 days unless stated otherwise.
Parts pricing, freight charges and availability are subject to supplier confirmation and may change without notice before payment is received and parts are ordered.
If supplier pricing, freight, availability, part supersession or part compatibility changes after a quote is issued but before the customer accepts the quote and pays any required deposit, we may revise or withdraw the quote.
Some parts may no longer be available, particularly for older appliances. It is not practical for us to check every possible part before attending. If this is a concern, we recommend contacting your appliance manufacturer before booking.
15. Return Visits and Parts Jobs
If parts need to be ordered, we will email a fixed-price quote or estimate for approval before ordering any parts.
We endeavour to email quotes within 48 business hours of attendance, although delays may occur due to supplier response times, appliance information, serial number issues, manufacturer availability, public holidays or other factors outside our control.
Where a return visit is required, the quote or estimate will generally include the relevant parts, callback, installation, labour and freight charges before we proceed.
16. Overdue Accounts, Interest and Recovery
If payment is not received when due, the invoice immediately becomes overdue.
Always Prompt Appliance Repairs may charge interest on overdue amounts at 8% per annum, calculated daily as simple interest from the day after the due date until payment is received in full.
If an invoice remains unpaid, we may, without further notice:
– issue reminder notices;
– suspend further non-warranty work;
– refuse future non-warranty bookings;
– require prepayment for future non-warranty work;
– refer the matter to a debt collection agency;
– commence proceedings through QCAT or another court or tribunal; and
– take any lawful enforcement action available.
The customer remains liable for the outstanding invoice amount together with any QCAT filing fees, court filing fees, service fees, enforcement costs, legal costs or other recovery costs recoverable under applicable law or by order of a court or tribunal.
We will not seek to recover debt collection agency fees from the customer where recovery of those fees is prohibited by law.
Any part payment received will be treated as part payment only and will not constitute full and final settlement unless Always Prompt Appliance Repairs expressly agrees in writing.
17. Access, Parking and Site Conditions
The customer must ensure safe, clear and reasonable access to the appliance before our technician arrives.
This includes:
– clearing the area around the appliance;
– securing pets;
– ensuring the appliance is in a clean and sanitary condition;
– ensuring required services such as power, water and drainage are available for testing;
– ensuring access to switchboards, taps, drains, cabinetry or installation points where required;
– providing accurate parking, entry and access information.
For apartments, units, gated complexes, high-rise buildings, inner-city areas or locations with restricted parking, the customer must arrange suitable parking and access before attendance.
Any parking fees, tolls, access charges or delays caused by restricted access may be charged to the customer.
If safe access is not available, the appliance is not accessible, the site is unsafe or unsanitary, or required services are unavailable, we may be unable to complete the diagnosis or repair. The applicable service charge remains payable.
18. Heavy, Built-In, Stacked or Wall-Mounted Appliances
If an appliance is built-in, integrated, stacked, wall-mounted, very heavy, difficult to access or requires cabinetry, doors, panels, trim, benchtops or other fixtures to be removed, the customer must tell us before the appointment.
Where safe access cannot be achieved by one technician, we may be limited to diagnosis only and may need to arrange a return visit with two technicians or request that the appliance be made accessible before repair. Additional charges may apply.
We may assist with moving an appliance where it is safe and reasonable to do so, but the customer acknowledges there is an inherent risk of damage to floors, cabinetry, benchtops, doors, walls and surrounding surfaces even when reasonable care is taken.
To the extent permitted by law, Always Prompt Appliance Repairs is not liable for damage arising from unsafe access, inadequate space, pre-existing damage, poor installation, flooring conditions, cabinetry conditions, customer-assisted movement or the inherent risk of moving heavy, built-in, stacked or difficult-to-access appliances.
19. Unsafe, Unsanitary or Contaminated Appliances
We may refuse to work on an appliance or stop work if the appliance or surrounding area is unsafe, contaminated, infested, excessively dirty, affected by pests, vermin, mould, bodily fluids, sewage, water damage, fire damage or any other condition that creates an unreasonable health or safety risk.
If attendance has already occurred, the applicable service charge remains payable.
20. Electrical Safety and Unsafe Appliances
If our technician identifies an electrical safety risk, unsafe condition, damaged wiring, pest damage, water damage, fire damage, non-compliant installation or other hazard, we may refuse to operate, reconnect or continue working on the appliance until it is made safe.
Where required for safety reasons, we may isolate, disconnect or advise that the appliance not be used.
The customer remains responsible for arranging any additional electrical, plumbing, cabinetry, building or other trade work required to make the appliance or site safe and accessible, unless the issue was caused by Always Prompt Appliance Repairs.
21. Photographs and Job Records
Our technicians may take photographs, videos or notes of the appliance, model details, serial number, installation, access conditions, faults, parts, test results, safety issues and work performed.
These records may be used for diagnosis, quoting, job records, warranty assessment, dispute resolution, training, quality control, safety compliance and evidence of work performed.
22. Protection of Property
While we exercise reasonable care, we are not specialist furniture removalists, cabinetmakers, flooring specialists, plumbers or builders.
Customers are responsible for ensuring appliances are safely accessible before our technician attends.
Where customers request us to move heavy, built-in, stacked, wall-mounted or difficult-to-access appliances, they acknowledge there is an inherent risk of damage despite reasonable care being exercised.
If damage is a concern, we recommend having the appliance uninstalled, made accessible, lifted, supported or protected by an appropriate specialist before we attend.
23. Loss of Food, Damage to Clothing and Other Items
Following all repairs, customers are advised to monitor the appliance and report any further faults or issues to our office within 48 hours.
For fridge and freezer repairs, the unit must be left running and monitored for a minimum of 7 days to confirm correct temperatures before adding or relying on the appliance for perishable items.
Customers should use an independent thermometer or other appropriate method to confirm safe operating temperatures before restocking food.
To the extent permitted by law, Always Prompt Appliance Repairs is not liable for loss of food, spoilage, damage to clothing, damage to other items, consequential loss or indirect loss arising from:
– appliance failure before, during or after repair;
– failure to monitor the appliance after repair;
– restocking a fridge or freezer before confirming safe operating temperatures;
– delays in sourcing parts;
– intermittent or secondary faults;
– pre-existing faults;
– power supply issues;
– installation defects;
– customer misuse; or
– failure to follow our instructions.
Customers are advised to maintain appropriate home and contents insurance.
24. Parts Breaking During Repair
We take reasonable care when dismantling and reassembling appliances.
However, there is an inherent risk that parts may break due to age, wear, brittleness, corrosion, heat damage, water damage, pest damage, poor design, previous repairs, poor installation or manufacturer assembly methods. This is particularly common on older appliances and on parts that are glued, clipped, fused, heat-affected or difficult to access.
Where a part breaks despite reasonable care, the customer is responsible for the cost of replacement parts and additional labour, except where required by law.
If broken parts are no longer available, we will attempt to source alternatives where reasonably possible, but availability is not guaranteed.
25. Diagnostic Process and Repair Limitations
We do not guarantee that every appliance can be repaired on the first visit or by replacing only one part.
Some faults can only be diagnosed through a process of elimination, particularly intermittent faults, electronic faults, PCB faults, communication faults, sensor faults, water leaks, refrigeration faults and faults that only occur under specific operating conditions.
We begin with the most likely diagnosis based on testing, manufacturer information, technician experience and symptoms reported by the customer.
Electronic components, including PCBs, control modules and display boards, are often used as part of a diagnostic and repair process. Once installed, these parts generally cannot be returned to the supplier or resold. The customer remains responsible for the cost of approved and installed parts, except where required by law.
Replacing one failed part may reveal another fault that could not reasonably be detected until the first repair was completed.
26. Customer-Supplied Parts
We do not recommend using customer-supplied parts unless approved by us before attendance.
If we agree to install a customer-supplied part, we do not warrant the part itself, its suitability, quality, compatibility, safety, durability or performance.
Our warranty is limited to workmanship only, except where required by law.
If the customer-supplied part is faulty, incorrect, unsafe, incompatible or unsuitable, further labour, call-out or diagnostic charges may apply.
We may refuse to install customer-supplied parts at our discretion.
27. Parts Returns and Refunds
Special-order parts, non-stock parts, imported parts, supplier-ordered parts and electronic components may be non-refundable once ordered, except where required by law.
In some cases, unopened and uninstalled special-order parts may be returnable subject to supplier approval and a restocking fee.
Standard stock parts may be returnable within 14 days if unopened, unused and uninstalled. A restocking fee may apply.
Installed parts generally cannot be returned or refunded unless required by law.
Parts that have been damaged, used, installed, marked, contaminated, incorrectly handled or removed from original packaging may not be returnable.
28. Warranty
Always Prompt Appliance Repairs provides a 12-month parts and labour warranty for domestic repairs on parts supplied and installed by our technicians.
Commercial repairs carry a 6-month parts and labour warranty unless otherwise stated in writing.
The warranty period starts from the date the relevant repair is completed.
This warranty is provided by:
Always Prompt Repairs Pty Ltd
Unit 2/68 Parramatta Rd
Underwood QLD 4119
Phone: (07) 3393 6514
Email: [email protected]
To make a warranty claim, the customer must contact our office as soon as possible after the issue appears and provide:
– invoice number;
– customer name;
– appliance details;
– appliance address;
– description of the issue;
– photographs or videos where requested;
– any error codes or symptoms;
– reasonable access for inspection.
Warranty applies to defects in parts supplied by us and workmanship performed by us.
Warranty does not apply to:
– unrelated faults;
– pre-existing faults;
– faults not present or not reasonably detectable at the time of repair;
– misuse;
– neglect;
– customer damage;
– pest damage;
– vermin damage;
– water damage;
– fire damage;
– power surges;
– blocked drains;
– installation issues not caused by us;
– customer-supplied parts;
– third-party repairs;
– further faults caused by continued use after a problem becomes apparent;
– consumables;
– cosmetic damage;
– commercial use where a domestic warranty was provided;
– damage or failure caused by external events outside our control.
Warranty work must be authorised by Always Prompt Appliance Repairs before any third-party repair is undertaken.
We will not reimburse third-party repair costs unless we have approved them in writing before the third-party work is carried out.
If a warranty claim is accepted, Always Prompt Appliance Repairs will cover the reasonable labour and parts required to rectify the covered defect at the original service address within our normal service area.
The customer is responsible for costs not caused by the covered warranty defect, including access costs, parking, appliance removal or reinstallation not included in the original work, damage caused by third parties, and attendance where the reported issue is unrelated, cannot be duplicated, or is not covered by warranty.
If the appliance has been moved outside our service area, additional travel, freight or handling charges may apply, except where prohibited by law.
The benefits provided by this warranty are in addition to other rights and remedies available to the customer under the law.
Mandatory Australian Consumer Law warranty statement:
Our goods and 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 choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
29. Workshop Repairs and Uncollected Goods
Customers must collect workshop appliances promptly once notified that inspection, repair, quote or assessment is complete.
Storage charges may apply if an appliance is not collected within 7 days after notification.
If goods remain uncollected, we may deal with them in accordance with the Disposal of Uncollected Goods Act 1967 (Qld) and any other applicable law.
Workshop customers should ensure contact details remain current so we can notify them when goods are ready for collection, quoted or awaiting a decision.
30. Customer Communication
We may contact customers by phone, SMS, email or other electronic methods about bookings, technician arrival times, quotes, invoices, payment, warranty claims, job updates, reminders and related service matters.
Customers must ensure their contact details are accurate and must notify us promptly if their phone number, email address, property access details or authorised contact person changes.
31. Dispute Resolution
Both parties agree to make reasonable efforts to resolve any dispute directly before commencing tribunal or court proceedings, except where urgent recovery action or urgent safety-related action is required.
Please forward all complaints or disputes in writing to:
[email protected]
Attention: Management
Please include:
– your name;
– job number or invoice number;
– appliance details;
– property address;
– a clear description of the issue;
– photographs, videos or supporting documents where relevant;
– the outcome you are seeking.
We pride ourselves on being a fair and ethical company. We appreciate that disagreements and misunderstandings can occur, and we will always try to negotiate a fair and practical resolution.
If we cannot reach a mutually satisfactory agreement, customers may contact the Office of Fair Trading Queensland for assistance.
32. Online Reviews
We support fair, honest and reasonable online reviews based on facts and evidence.
We welcome genuine feedback and take all reviews seriously as an opportunity to improve our service.
We respectfully ask that any concerns are raised directly with us before posting a negative review, so we have the opportunity to investigate and resolve the issue.
We reserve the right to take appropriate action in response to reviews, posts or statements that are demonstrably false, misleading, defamatory, threatening or unlawful.
Nothing in this clause prevents a customer from exercising lawful rights to make a genuine complaint or publish an honest opinion based on their experience.
33. Changes to These Terms
These Terms may be modified or updated from time to time.
The Terms that apply to your booking are the Terms published at the time of booking, unless a later version is expressly agreed by both parties or applies by law.
Please read these Terms in full before engaging our services.
34. Governing Law
These Terms are governed by the laws of Queensland and Australia.
The parties submit to the jurisdiction of the courts and tribunals of Queensland.
35. Contact Details
Always Prompt Repairs Pty Ltd
Trading as Always Prompt Appliance Repairs
Unit 2/68 Parramatta Rd
Underwood QLD 4119
Phone: (07) 3393 6514
1800 FIX THAT: 1800 349 8428
Email: [email protected]
Website: https://alwayspromptrepairs.com.au/
Business hours:
Monday to Friday, 7:00am to 4:30pm, excluding public holidays.
Electrical Contractor Licence: 75467
ARC Licence: AU51845