Customer information
Service Booking Policy
What to expect when requesting, scheduling, pricing, accessing, and completing a service.
Booking requests
Submitting a request does not guarantee availability. We may need to confirm the service, location, provider availability, scope, timing, and pricing.
Customer responsibilities
- Provide an accurate service description, location, contact details, preferred date and time, access instructions, and relevant photographs or information.
- Provide reasonable and safe access for an agreed visit.
- Do not request unlawful, dangerous, or unsafe work.
Pricing
A fixed displayed price applies subject to its terms. Where assessment or quotation is required, final pricing may depend on scope, materials, labour, location, and other relevant factors. Additional work should be communicated where reasonably practicable before it begins.
Scheduling and rescheduling
A visit may need to be rescheduled because of customer or provider availability, weather, safety, access, or other operational circumstances. Customers should be informed where reasonably practicable.
Completion and safety
Where applicable, customers may be asked to confirm completion or provide feedback. Work may be declined or stopped when circumstances present a significant safety, legal, or operational risk, and specialist work should be performed only by appropriately qualified or authorised personnel where required.