Effective Date: 03/06/2025
Eltra Electrical Pty Ltd (“we”, “our”, “us”) is committed to providing high-quality electrical services and upholding your rights under the Australian Consumer Law (ACL). This Refunds Policy outlines your entitlements and our responsibilities in relation to service guarantees and refunds.
Your Rights Under Australian Consumer Law
As a consumer, you are entitled to:
- Services delivered with due care and skill
- Services that are fit for the intended purpose
- Services that are provided within a reasonable time
If a service fails to meet these guarantees, you may be entitled to a remedy, including:
- Re-performance of the service
- Partial or full refund
- Compensation for any loss or damage caused
When You Can Request a Refund or Rectification
You may be eligible for a refund or rectification if:
- The work was not performed to a reasonable standard
- The result of the work was not as agreed upon or expected
- We failed to deliver the service within a reasonable timeframe
We reserve the right to assess and rectify the issue before offering a refund.
When Refunds Are Not Available
Refunds or compensation may not be offered when:
- You change your mind after agreeing to proceed
- You fail to provide access to the job site or cause delays
- The issue arises from a fault not related to our work
- The fault is due to misuse, third-party interference, or unrelated system failures
Booking Cancellations & Rescheduling
- Bookings can be cancelled or rescheduled without charge if notice is given at least 24 hours in advance.
- Cancellations made within 24 hours of a scheduled appointment may incur a call-out fee.
How to Request a Refund or Rectification
To request a review of service quality or a refund, please contact us with:
- Your name and contact details
- The date and location of the service
- A clear description of the issue
- Any supporting evidence (e.g., photos, reports)
Email: admin@eltraelectrical.com.au
Phone: 1300 613 620
Resolution Timeline
We aim to respond to all refund or rectification requests within 5 business days, and to resolve valid issues as quickly as possible.
