Refund Policy
Introduction
Services Covered
This policy applies to all garage door services provided by Door & Roll, including but not limited to:
- Garage door installation
- Garage door repair
- Garage door maintenance
- Garage door part replacement (motors, springs, panels, rollers)
- Garage door opener installation and repair
- Emergency garage door services
- Commercial garage door services
Satisfaction Guarantee and Your Consumer Rights
We stand behind the quality of our work. If you are not completely satisfied with our services, please contact us within 14 days of service completion. We will make every reasonable effort to address your concerns and rectify any issues.
Australian Consumer Law
Our garage door services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services remedied if they fail to be of acceptable quality and the failure does not amount to a major failure.
Refund Eligibility
Services:
- Unsatisfactory Service: If our service does not meet professional standards or fix the issue it was intended to address, you may be eligible for a partial or full refund at our discretion.
- Service Warranty: All of our repair services come with a 3-month warranty. If the same issue recurs within the warranty period, we will fix it at no additional cost. If we cannot fix the issue, you may be eligible for a refund.
Products/Parts:
- Defective Products: If a product or part installed by us proves to be defective within 90 days of installation, we will replace it at no additional cost. If a suitable replacement is not available, a refund for the product may be issued.
- Manufacturer’s Warranty: Most products we install come with a manufacturer’s warranty. These warranties are handled according to the manufacturer’s terms and conditions.
Non-Refundable Items
The following are generally non-refundable:
- Emergency Service Fees: Charges for emergency or after-hours services are non-refundable once the service has been dispatched.
- Diagnostic Fees: If we’ve performed a diagnostic service, this fee is non-refundable even if you choose not to proceed with the recommended repairs.
- Completed Services: Services that have been fully completed to professional standards and have resolved the issue they were intended to address are not eligible for a refund.
Refund Process
- Request Submission: To request a refund, please contact our customer service team at Melbourne: (03) 4060 9320, Brisbane & Gold Coast: (07) 5241 1439, or for complaints: +61-3-4708-4216 or https://doorandroll.com.au/contact-us/. Please provide details about your service, the reason for your refund request, and your proof of purchase.
- Evaluation: We may need to inspect the completed work to evaluate your refund request. This inspection will be scheduled at a mutually convenient time.
- Decision: Refund decisions will be made within 5 business days of your request or inspection, whichever is later.
- Processing: Approved refunds will be issued using the original payment method unless otherwise agreed. Please allow 7-10 business days for processing.
Dispute Resolution
If you are not satisfied with our decision regarding your refund request, please refer to the dispute resolution process outlined in our Terms and Conditions of Service.
You also have the right to lodge a complaint with the relevant fair trading agency in your state:
- Victoria: Consumer Affairs Victoria (www.consumer.vic.gov.au)
- Queensland: Queensland Office of Fair Trading (www.qld.gov.au/law/fair-trading)
These government agencies can provide information about your rights and options for resolving disputes.
Changes to This Policy
We reserve the right to modify this policy at any time. Changes will be effective immediately upon posting to our website.
Contact Information
If you have any questions about our Refund Policy, please contact us:
Door & Roll
Serving Melbourne, Brisbane, and Gold Coast areas
Melbourne: (03) 4060 9320
Brisbane & Gold Coast: (07) 5241 1439
Complaints: +61-3-4708-4216 or https://doorandroll.com.au/contact-us/
Website: https://doorandroll.com.au/
Business Hours: 24/7 service available