Refund policy

9. Booking Cancellations, Postponements, Variations, Returns, Refunds and Store Credit

9.1 General Principle

JR Gas & Water allocates tradespeople, subcontractors, apprentices, equipment, booking slots, administration time, delivery coordination, and often job-specific materials, stock, and supplier arrangements when a booking is made.

Cancellation, postponement, variation, or withdrawal after confirmation may therefore cause genuine business loss, supplier charges, labour loss, wasted administration, rescheduling costs, and loss of installation capacity.

Accordingly, once a booking has been confirmed by JR Gas & Water, cancellation fees, postponement fees, restocking fees, variation charges, return charges, and other reasonable deductions may apply, subject always to any non-excludable rights the Customer may have under the Australian Consumer Law.

9.2 Change of Mind

Change-of-mind cancellations are generally not eligible for a cash refund.

Where adequate notice is provided and any ordered materials, services, supplier bookings, or labour allocations can be cancelled, reversed, reallocated, or credited, JR Gas & Water may, in its absolute discretion, issue store credit instead of a refund.

Nothing in this clause limits any non-excludable rights the Customer may have under the Australian Consumer Law.

9.3 When Cancellation, Postponement and Variation Charges Apply

If a confirmed job is cancelled, postponed, rescheduled, materially changed, or otherwise withdrawn by the Customer, or by someone acting on the Customer’s behalf, cancellation, postponement, variation, and related charges may apply.

These charges apply once JR Gas & Water has confirmed the booking, regardless of whether:
a. products have already been ordered, collected, dispatched, delivered, allocated, or reserved;
b. installer, plumber, gasfitter, electrician, apprentice, subcontractor, crane, or specialist trade has been scheduled;
c. supplier credits, discounted pricing, promotional pricing, allocated stock, or reserved booking capacity have been used;
d. compliance preparation, route planning, administration, delivery coordination, or workload allocation has already occurred; or
e. the Customer later changes their mind, changes product selection, changes timing, changes site conditions, or is not ready for the scheduled works.

For the avoidance of doubt, the charges under this clause are intended to cover genuine losses and costs including, but not limited to, administration, scheduling, reserved labour, lost booking capacity, supplier charges, return freight, product return handling, restocking fees, merchant fees, and loss of supplier credits or allocated stock.

9.4 Business Days and Notice

For the purposes of this clause, business days means Monday to Friday excluding public holidays in the State or Territory where the works are booked to occur.

The day of the scheduled installation, service, or attendance is not counted as notice.

Notice of cancellation, postponement, or variation is only effective when actually received by JR Gas & Water in writing, including by email or any other written method approved by JR Gas & Water.

A request sent after business hours will be treated as having been received on the next business day.

9.5 Cancellation Fees by Trade or Service Type

Unless otherwise agreed in writing, the following cancellation fees apply per required trade, service, and product category, and may be charged cumulatively where more than one trade, product type, or service component has been booked.

9.5.1 Plumbing / Gasfitting

a. More than 5 business days’ notice: 25% of Job Value, capped at $400
b. Between 2 and 5 business days’ notice: 50% of Job Value, capped at $800
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: 75% of Job Value, capped at $1,200

9.5.2 Electrical

a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $200
c. Less than 2 business days’ notice: $400

9.5.3 Hot Water Systems

Hot water system bookings may incur a 20% restocking fee, plus the following cancellation charge:
a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $250
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: $500

9.5.4 Water Filtration Systems

Water filtration system bookings may incur a 30% restocking fee, plus the following cancellation charge:
a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $200
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: $400

9.5.5 Crane / Specialist Lifting Equipment

A cancellation fee of $1,100 applies, or such higher amount as actually charged to JR Gas & Water by the crane, lifting, transport, traffic control, or associated provider, where applicable.

9.5.6 Specialist Trades

Specialist trade cancellation charges are to be advised, or may be charged at cost, based on the relevant trade, supplier, subcontractor, and booking conditions.

9.6 Postponements and Rescheduling

Any postponement, rescheduling, deferral, or request to move a confirmed booking by the Customer may be treated by JR Gas & Water as a cancellation for the purpose of calculating the applicable fee under clause 9.5.

Where JR Gas & Water agrees, in its absolute discretion, to move the booking rather than treat it as fully cancelled, the Customer must pay the applicable rebooking or rescheduling fee before a new date will be offered or confirmed.

For onsite installations, the following rebooking fees apply where a booked installation is postponed, deferred, or rescheduled after confirmation:

Hot Water – Electric Storage and Gas: $400 incl. GST
Heat Pumps: $650 incl. GST
Solar Hot Water: $950 incl. GST
Whole Home Water Filters: $300 incl. GST
Under Sink Water Filters: $150 incl. GST
Other Work excluding Renovations: full undiscounted service call rate for the project
Renovations: $750 incl. GST

These fees apply to cover costs already incurred or committed by JR Gas & Water, including but not limited to scheduling, administration, allocating staff and vehicles, reserving installation capacity, route planning, product handling, supplier coordination, labour disruption, and lost booking opportunities.

For the avoidance of doubt, rescheduling does not apply where JR Gas & Water staff have already attended site. If staff have attended site, travelled to site, commenced work, allocated the booking for attendance, or arrived ready to carry out the works, the matter will not be treated as a simple reschedule and JR Gas & Water may instead apply cancellation charges, attendance charges, service call charges, wasted labour charges, return visit charges, supplier costs, freight costs, restocking costs, or any other applicable costs arising from the failed, delayed, aborted, or deferred booking.

This includes, without limitation, where works cannot proceed on the day because:
the Customer is not available;
the site is not ready;
required access is not available;
the product is not on site;
the incorrect product has been supplied;
services are unsafe, non-compliant, inaccessible, or unsuitable;
required approvals, isolations, shutdowns, tenants, pets, or other site conditions have not been managed;
the Customer changes the scope, location, or product;
or the Customer otherwise asks that the works not proceed after staff have been allocated or attended.

Any agreed rescheduling is strictly subject to availability and does not guarantee the original pricing, priority, timeframe, installation team, or installation date. JR Gas & Water may require revised pricing where there are changes to labour availability, supplier pricing, freight costs, access conditions, compliance requirements, product requirements, or scope.

If JR Gas & Water agrees to reschedule the works instead of treating the booking as fully cancelled, any credit or allowance from amounts already paid is entirely at JR Gas & Water’s discretion unless otherwise stated in writing. Unless JR Gas & Water expressly agrees otherwise in writing, rebooking and rescheduling fees are non-refundable and non-creditable and are payable in addition to any other cancellation, supplier, freight, restocking, attendance, or labour costs incurred.

Any previous deposit, payment, or booking amount may be applied first to costs already incurred, with any remaining balance applied only if approved by JR Gas & Water and only where:
a. the rescheduled works proceed within a reasonable timeframe approved by JR Gas & Water;
b. the scope of works remains substantially the same;
c. the site, access, product, and booking conditions have not materially changed;
d. no further supplier, labour, freight, restocking, attendance, or administrative costs have been incurred; and
e. the Customer is not in repeated delay, repeated postponement, or breach of these terms.

JR Gas & Water may refuse to reschedule any booking where there have been repeated changes, where the works are no longer commercially viable at the original rate, where supplier or labour commitments have already been made, or where the postponement creates unreasonable operational disruption.

9.7 Last-Minute Product and Scope Changes

Any change requested by the Customer within 48 hours of the scheduled installation, service, or attendance which alters the booked product, make, model, size, fuel type, trade scope, installation method, or required labour may be treated as a cancellation and rebooking of the original job.

Without limiting JR Gas & Water’s rights under any other clause, last-minute changes may result in:
a. cancellation charges under clause 9.5 for the original booking;
b. restocking fees and supplier charges for the original product;
c. loss of promotional or package pricing;
d. re-quotation of the revised works; and
e. the full advertised same-day installation rate applying to the revised product and/or revised scope of works.

This includes, without limitation, changes to:
i. product type;
ii. make or brand;
iii. model;
iv. size or capacity;
v. gas type;
vi. electrical requirements;
vii. water filtration system type or configuration;
viii. installation location; or
ix. whether the works are replacement, conversion, upgrade, relocation, or new installation.

9.8 Examples

By way of example only:
a. postponing a Monday plumbing booking on Friday afternoon may incur the less than 2 business days’ notice fee;
b. postponing a hot water booking requiring both a plumber and an electrician may result in both plumbing/gasfitting and electrical cancellation charges;
c. cancelling a water filtration installation after the product has been ordered may result in both the applicable cancellation charge and the applicable restocking fee;
d. changing from one hot water system model, fuel type, or size to another within 48 hours of installation may result in the original booking being cancelled, the original product being restocked at the Customer’s cost, and the revised installation being charged at the full advertised same-day install rate.

These examples are illustrative only and do not limit the operation of this clause.

9.9 Same-Day Safety-Based Non-Completion

If JR Gas & Water cannot proceed, or reasonably determines it should not proceed, due to unsafe site conditions, restricted or unsuitable access, missing approvals, unrestrained animals, intoxication, abusive conduct, hazardous conditions, contamination, asbestos concerns, unsafe weather conditions, lack of attendance, or materially incorrect, incomplete, or misleading booking information, the appointment may be treated as a same-day cancellation or aborted attendance, and the applicable charges may apply.

9.10 Customer Unavailable, No Access or Site Not Ready

If JR Gas & Water attends and the Customer, occupant, or responsible contact:
a. is unavailable;
b. does not provide site access;
c. does not answer the phone;
d. cannot make the work area available;
e. has not prepared the site in accordance with JR Gas & Water’s instructions; or
f. otherwise prevents the works from proceeding efficiently and safely,

the booking may be treated as a same-day cancellation, postponed booking, or aborted attendance, and charges may apply.

9.11 Ordered Materials Already in Transit or Reserved

Where Goods have already been dispatched, reserved from supplier stock, specially ordered, allocated to the Customer’s job, or prepared for delivery or installation, JR Gas & Water may deduct any actual supplier charges, freight charges, cancellation penalties, loss of supplier credits, and reasonable handling costs from any refund or store credit.

9.12 Restocking Fees

Any ordered materials, whether delivered or not, may be subject to a restocking fee on cancellation, postponement, return, exchange, or variation where such a fee is incurred by JR Gas & Water or reasonably applied by JR Gas & Water.

Unless otherwise stated:
a. hot water systems may incur a 20% restocking fee;
b. water filtration systems may incur a 30% restocking fee;
c. special order items, non-standard items, supplier-built items, and job-specific materials may incur such higher restocking fee, cancellation charge, or supplier deduction as is actually charged or reasonably applied.

Restocking fees are in addition to any cancellation, postponement, freight, collection, handling, labour, merchant, or variation charges.

9.13 Shipping Deductions on Returns

If an agreed return is accepted, the following non-refundable original shipping charges may be deducted where applicable:
a. $25 for standard items
b. $150 for hot water systems
c. such higher amount as actually incurred for oversized, specialist, regional, fragile, bulky, or filtration-related freight

9.14 Collection Fees for Returns

If JR Gas & Water arranges collection of an approved return, the following collection fees may apply:
a. $50 for standard items
b. $150 for hot water systems
c. such higher amount as reasonably charged for oversized, specialist, regional, crane-assisted, bulky, or filtration-related collections

9.15 Card and Processing Fees

Where a refund, return, cancellation, or variation arises due to customer error, including ordering the wrong item, wrong size, wrong gas type, wrong application, wrong service area, wrong product type, or incorrect booking information, a processing fee of up to 2% may be deducted where such cost has actually been incurred.

9.16 Return and Refund Conditions

Any return accepted by JR Gas & Water must comply with the following unless otherwise required by law:
a. the item must be unused;
b. the item must be in original condition and packaging;
c. the item must be returned within 30 days unless another period is agreed;
d. proof of purchase must be provided; and
e. returns must be handled through JR Gas & Water, not directly with the manufacturer unless directed.

Approval of any return is at JR Gas & Water’s discretion except where a remedy is required by law.

9.17 Non-Returnable Items

The following items are not returnable for change of mind unless required by law:
a. installed systems;
b. connected, commissioned, modified, or used systems;
c. special order products;
d. gift cards;
e. perishable goods;
f. hazardous or flammable goods;
g. intimate or sanitary products;
h. downloadable software;
i. opened software, media, or similar items;
j. final sale, clearance, discontinued, liquidated, and scratch-and-dent stock.

These items may be sold as-is, subject always to any non-excludable statutory rights.

9.18 Exchanges

JR Gas & Water will replace items where required by law or where an approved exchange is otherwise agreed for defective, damaged, or incorrectly supplied goods.

Approved exchanges may still be subject to freight, collection, labour, and installation-related charges where the issue does not arise from JR Gas & Water’s error or where permitted by law.

9.19 Refund Method

Where JR Gas & Water approves a refund, the refund may be issued by store credit unless the Australian Consumer Law requires another remedy.

JR Gas & Water may also deduct any applicable cancellation fees, postponement fees, restocking fees, freight, collection fees, processing fees, supplier deductions, labour costs, and other amounts permitted under these Terms and Conditions before issuing any refund or store credit.

9.20 Processing Time

Approved refunds or store credits are generally processed within 7 business days, however this may be longer where supplier reconciliation, freight recovery, trade cost allocation, or return inspection is required.

9.21 Return Shipping

Unless the return is due to JR Gas & Water’s error or a remedy required under law, the Customer is responsible for return shipping costs.

For returns over $75 in value, trackable shipping and insurance are recommended.

JR Gas & Water is not responsible for loss or damage in transit for returns arranged by the Customer.

9.22 Bookings, Services and Change of Mind After Confirmation
Once a booking or service has been made or scheduled, the Customer agrees that any change of mind, cancellation, postponement, variation, rescheduling, request to alter the booking, request to change the product, or request to change the scope after confirmation may result in cancellation fees, postponement fees, loss of priority booking, re-quotation, supplier charges, restocking charges, or store-credit-only treatment, depending on the circumstances and subject always to any rights the Customer has under law.

This reflects the substantial administrative, labour, scheduling, supplier, allocation, and compliance costs incurred when jobs are locked in, including:
a. allocation of licensed staff and service times;
b. reserving and ordering job-specific materials;
c. administration, compliance preparation, and booking coordination;
d. route planning and workload allocation; and
e. lost opportunity to fill the booking slot with another customer.

Where the Customer has purchased a product on a combined supply and install basis, and the Customer cancels after confirmation, any refund of the labour or installation component is only payable after deduction of:

f. the manufacturer’s or supplier’s recommended retail price (RRP) for the product supplied, ordered, allocated, or set aside for the job;
g. any agreed onsite cancellation, attendance, call-out, inspection, quotation, make-safe, or abortive visit costs;
h. any supplier, freight, handling, return, restocking, or administrative costs incurred by the Company; and
i. any other amounts reasonably incurred by the Company in connection with the confirmed booking, to the extent permitted by law.

After these deductions are applied, any remaining balance will be refunded to the Customer. If the deductions exceed the amount already paid, the Customer must pay the outstanding balance owing to the Company.

9.23 Installations Already Commenced or Goods Already Installed

Once works have commenced on site, or Goods have been installed, connected, commissioned, modified, cut in, hardwired, programmed, plumbed, gas-connected, electrically connected, or materially altered for the Customer’s job, the booking is no longer a simple cancellation.

In those circumstances, JR Gas & Water may charge for:
a. work completed;
b. attendance;
c. materials used;
d. disposal;
e. compliance work;
f. make-safe works;
g. incomplete-work attendance;
h. return attendance; and
i. any resulting labour, administration, freight, and supplier costs.

9.24 No Waiver of Other Rights

This clause does not limit any other rights JR Gas & Water may have under these Terms and Conditions, at law, or in equity, including the right to recover unpaid invoices, variation charges, debt recovery costs, supplier charges, and other losses arising from the Customer’s breach, cancellation, postponement, incorrect booking information, or failure to make the site ready for works.