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.

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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

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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.

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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

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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.

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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)

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Email: admin@eltraelectrical.com.au
Phone: 1300 613 620

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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.