Terms & Conditions

Last updated: 5 April 2026

Please read these terms carefully before engaging our services. By booking a repair with Always Prompt Appliance Repairs, you agree to the following terms and conditions.

Terms and Charges

1. Standard Charges — Brisbane Metro Area

We charge a standard $129 initial callout charge plus $90 for up to the first 30 minutes of labour. The minimum callout and labour charge is therefore $219 plus parts.

Extra travel charges may apply if your location is more than 30 minutes from Brisbane — this will be discussed at the time of booking.

Most faults can be diagnosed and many repaired within the first 30 minutes. If the job takes longer, we charge $45 per additional 15 minutes. A $20 pensioner, senior, or student discount may apply off our initial callout charge.

If parts need to be ordered, we charge an additional $29 call-back charge plus parts and labour to complete the job. We will email you a fixed price quote or estimate for approval before ordering any parts. We endeavour to email a quote within 48 business hours of attendance. We require payment via credit card or bank transfer before ordering any non-stock parts.

1b. Workshop Charges — Underwood

Vacuums (Miele and Bosch only): $110 workshop fee — includes up to 30 minutes for diagnosis and repair
Coffee Machines: $350 — includes up to 2 hours inspection and service
Small Appliances (microwaves, blenders, etc.): $190 — includes up to 1 hour for diagnosis and repair
Large Appliances (washing machines, dishwashers, fridges, freezers, ovens, stoves, dryers): $190 — includes up to 1 hour for diagnosis and repair
Portable Fridges (Waeco, Evakool, Dometic, etc.): $190 — includes up to 1 hour for diagnosis and repair

Additional labour if required: $40 per 15 minutes. You will be quoted before proceeding further.

2. Attendance

We provide a time window (e.g. 1–1.5 hours) for our arrival. The technician may arrive at either end of this window. We require you to be available for a minimum of 1 hour after the arrival window.

3. Cancellation

If you need to cancel or reschedule, we require a minimum of 4 hours’ notice before your booking time, by phone or email to [email protected] during business hours (7:00am to 4:30pm, Monday to Friday). A cancellation fee of $89 may be charged at our discretion.

4. Payment Terms

Payment is required before our technician leaves your property unless otherwise agreed in writing before attendance.

4a. Accepted Payment Methods

Cash
EFTPOS
Credit Card (Visa, Mastercard) — via EFTPOS terminal or Tap to Pay
Online payment via Stripe Pay Now link (Visa, Mastercard, Apple Pay, Google Pay)
Direct bank transfer (for deposit invoices and emailed invoices)

4b. Card Surcharges

All credit card fees, transaction fees, and charges (cost of acceptance) are paid by the customer. They are automatically added to card payments at our actual cost of acceptance rate.

In-person payments (ANZ EFTPOS terminal): Mastercard Credit 1.25%, Mastercard Debit 1.24%, Visa Credit 1.25%, Visa Debit 1.25%, Union Pay 2.33%, EFTPOS 0.46%. AMEX is not accepted.

Online payments (Stripe Pay Now link): A flat surcharge of 1.73% + $0.31 per transaction applies to all online card payments including Apple Pay and Google Pay.

Surcharge rates are subject to change. Current rates are available on request.

4c. Deposit Payments

Where parts need to be ordered, a deposit invoice will be emailed to you covering the cost of parts and freight. Payment is due within 7 days of invoice date. Parts will be ordered upon receipt of payment and your return visit scheduled once parts arrive. Delays in payment may result in extended lead times for parts availability.

If the person paying cannot be present during an on-site visit, valid credit card details must be provided and kept on file. By providing card details, you authorise us to charge outstanding amounts if payment is not made on the day.

5. Debt Collection

If payment is not received while our technician is in attendance, an invoice will be sent within 7 days. If the invoice is not paid within 7 days of issue, the debt may be passed to a debt collection agency. All costs associated with recovering the debt will be added to the outstanding amount.

6. Protection of Property

If your appliance is heavy or built-in, we take care when moving it. However, we are not professional furniture removalists and take no liability for damage to floors or cabinetry. If damage is a concern, we recommend uninstalling the appliance or protecting floors and surfaces before we attend.

If the unit is not uninstalled, we require your instruction and assistance in moving it. You take full responsibility for any resulting damage.

7. 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 on 07 3393 6514.

Fridge and Freezer Repairs: After any fridge or freezer repair, the unit must be left running and monitored for a minimum of 7 days to confirm correct temperatures before adding perishable items. Always Prompt Repairs accepts no liability for food spoilage if this monitoring period is not observed.

We do not accept liability for loss of food, damage to clothing, or property damage resulting from appliance failure before, during, or after repair, delays in sourcing parts, or failure to follow our instructions. Customers are advised to maintain appropriate home and contents insurance.

8. Parts Breaking During Repair

We take great care when dismantling and reassembling appliances. However, there is an inherent risk of parts breaking due to age, wear, poor quality, or design — particularly on older appliances or where parts are glued or fused together. We do not accept liability for this damage as it is unforeseeable. If broken parts are no longer available, we will attempt to source alternatives, but this is not guaranteed and the cost is borne by the customer.

9. Repair Guarantee

We do not guarantee that every appliance can be repaired on the first visit or by replacing only one part. Some faults — particularly with PCBs (printed circuit boards) — can only be diagnosed through a process of elimination. We start by replacing the most likely component based on testing and experience. Once a PCB is replaced, it is non-refundable whether or not it resolved the fault, as it was required to diagnose further. We understand this can be frustrating but we are limited by the information and procedures supplied by appliance manufacturers.

10. Availability of Parts and Returns

Some parts may no longer be available, particularly for appliances over 10 years old. 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.

Special order parts: Non-refundable once ordered. In some cases, unopened and uninstalled special order parts may be returnable subject to a restocking fee.

Standard stock parts: May be returned within 14 days if unopened and uninstalled. A restocking fee may apply.

Installed parts: Parts that have been installed in an appliance are non-refundable regardless of order type.

11. Warranty

We provide a full 12-month parts and labour warranty for domestic use on any parts supplied and fitted by our technicians. Commercial repairs carry a 6-month warranty.

Warranty covers defects in parts supplied and workmanship only. Warranty does not cover pre-existing faults, misuse, power surges, water damage, pest damage, or failure of unrelated components.

12. Dispute Resolution

Please forward all complaints or disputes in writing to: [email protected] (Attention: Management).

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 an acceptable resolution.

If we cannot reach a mutually satisfactory agreement, please contact the Office of Fair Trading Queensland for mediation assistance: www.qld.gov.au/law/fair-trading/

13. 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 resolve the issue. We reserve the right to take appropriate action in response to reviews that are demonstrably false or misleading.

These terms may be modified or updated from time to time. Please read them in full before engaging our services.

Always Prompt Appliance Repairs
Unit 2/68 Parramatta Rd, Underwood QLD 4119
07 3393 6514
[email protected]
Mon–Fri, 7:00am–4:30pm