FreshDuctWe keep our pricing sharp by scheduling our technicians tightly. When a booking is cancelled at short notice, that reserved time and travel usually can’t be re-filled. This policy sets out — clearly and fairly — what applies if you need to cancel, reschedule, or if we can’t access your property. By making a booking with FreshDuct you agree to this policy, whether or not a fee was taken in advance.
No advance booking fees
We do not charge private clients any fee in advance to book. In return, we ask that you give us fair notice if your plans change — because once your booking is confirmed, we reserve that time exclusively for you and turn other work away.
Cancellation fees
| Situation | What applies |
|---|---|
| You cancel with at least 24 hours’ notice | No charge. |
| You cancel with less than 24 hours’ notice, or don’t show up | $150 cancellation fee. |
| No access — we attend but can’t do the work (no one home, no/unsafe access, site not ready, pets not secured, or the property is materially different from what was described) | $150 call-out fee. |
Our standard call-out fee is $150 + GST.
Rescheduling
If you need to move your appointment, contact us as soon as possible and we’ll do our best to find you a suitable new time. Rescheduling with at least 24 hours’ notice is free. With less than 24 hours’ notice, the fee above may apply.
Deposits (larger or materials-based jobs)
For some jobs — particularly those involving supplied materials, such as insulation — we may require a deposit to secure the booking and order materials. Deposit and cancellation terms for insulation works are set out in our Insulation Terms & Conditions (a deposit applies, and a cancellation fee of not less than 20% of the invoice price may apply). Any deposit is applied to your final invoice when the job proceeds.
How fees are charged
Cancellation, no-show and no-access fees are payable on request and are a debt due to FreshDuct. Where you have provided card or payment details, you authorise us to charge the applicable fee; otherwise we will invoice you, with payment due within 7 days. Unpaid fees may be recovered together with reasonable recovery costs.
If we need to change your booking
Occasionally we may need to reschedule (for example due to weather, illness, or a job running over). If that happens we’ll give you as much notice as we can and offer the earliest suitable time. We don’t charge you when we reschedule.
This policy forms part of our Terms & Conditions and does not limit any rights you have under the Australian Consumer Law.
Questions? [email protected] · www.freshduct.com.au · 04 3191 8137 / 0480 004 051