Cancellation & Refund Policy
HelloTech Australia Pty Ltd · ABN 21 675 579 674 · Version 1.0 · Effective 3 June 2026
This Cancellation & Refund Policy explains how cancellations, rescheduling and refunds work for Services booked with HelloTech Australia Pty Ltd (ABN 21 675 579 674) (“HelloTech”). It forms part of our Customer Service Agreement & Booking Terms and operates alongside your rights under the Australian Consumer Law (the “ACL”).
Your ACL rights come first
1. Cancelling or rescheduling by you
To cancel or reschedule, contact us via the app, by phone on 1800 HELLOTECH, or by email to support@hellotech.com.au. The following applies to standard residential bookings:
| When you cancel / reschedule | Fee |
|---|---|
| More than 24 hours before the appointment | No charge — full refund of any prepayment |
| Less than 24 hours before the appointment | Call-out fee may apply to cover allocated technician time |
| After the technician has been dispatched or arrived | Call-out fee applies; any work performed is charged |
| No access / no-one home at the appointment | Call-out fee applies (failed-attendance fee) |
Fees are disclosed at the time of Booking. We may waive fees at our discretion, for example in cases of genuine emergency or illness.
2. Cancellation by HelloTech
We may cancel or reschedule a Booking if a technician is unavailable, if the premises or task is unsafe, if required access or information is not available, or due to events beyond our control. If we cancel and you have prepaid, we will refund any amount for Services not provided, or offer to reschedule at no penalty.
3. Deposits and prepayments
Where a deposit or prepayment is taken (for example for ordered parts or larger jobs), the portion attributable to Services not yet performed is refundable on cancellation, less any non-recoverable costs we have already reasonably incurred on your behalf (such as special-order parts). Special-order or custom parts may be non-refundable once ordered, and this will be flagged before purchase.
4. Refunds for service failures (ACL)
If there is a major failure with the Services, you may cancel and obtain a refund for the unused portion, or seek compensation for the reduced value of the Services, plus compensation for reasonably foreseeable loss. If the failure is not major, we are entitled to a reasonable opportunity to rectify it; if we do not do so within a reasonable time, you may cancel and obtain a refund for the unused portion. We assess each claim on its facts and in line with the ACL.
5. How refunds are paid
Approved refunds are made to the original payment method where possible, normally within 5–10 business days of approval. Where that is not possible, we will arrange an alternative method with you.
6. Parts and hardware
Change-of-mind returns of supplied hardware are not guaranteed and, if accepted, may be subject to the supplier’s return terms, a restocking fee, and a requirement that goods are unused and in original packaging. Faulty hardware is handled under the manufacturer’s warranty and your ACL rights.
7. How to request a cancellation or refund
| Channel | Details |
|---|---|
| Phone | 1800 HELLOTECH / (02) 9060 0275 |
| support@hellotech.com.au | |
| App | Manage Booking → Cancel / Reschedule |
If you are not satisfied with a refund decision, you may escalate through our Complaint Resolution Policy, and you retain the right to contact NSW Fair Trading.
This Policy is governed by the laws of New South Wales, Australia. HelloTech Australia Pty Ltd (ABN 21 675 579 674). Version 1.0, effective 3 June 2026 — this is the current version and supersedes all earlier versions.