Refunds, Cancellations and Deposits | One Stop Pest Management Services

Effective 27 August 2026. Last updated 27 August 2026. These documents apply to work and enquiries in New South Wales, Australia. They do not exclude rights you have under the Australian Consumer Law.

Australian Consumer Law — wording we must give you

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

This is the Refunds, cancellations and deposits policy of One Stop Pest Management Services. It sits with the Terms and conditions. It is written so that a “no refunds for change of mind” rule does not pretend to cancel the Australian Consumer Law. An absolute “no refunds” sign is the kind of term the ACCC treats as misleading. We do not use one.

1. Change of mind — generally not refundable

If we supplied the service you asked for, with due care and skill, and there is no failure under the ACL, we do not refund because you:

changed your mind;
found a cheaper operator;
sold the house, ended the lease, or no longer have the pest;
decided you did not like the smell of a registered product used as labelled;
refused to follow re-entry or preparation instructions.

Deposits and prepayments for a booked attendance are not refundable for change of mind once we have reserved the time, travelled, mixed or allocated product, or started work — except where the ACL or this policy requires a refund.

2. When you do get a remedy (ACL)

Major failure of a service

Examples can include: we did not turn up and will not reschedule in a reasonable time; we used an unregistered pesticide; we caused significant unsafe chemical exposure by ignoring the label; the service is substantially unfit for the purpose you made known and we accepted, and cannot be fixed in a reasonable time.

For a major failure you may cancel and obtain a refund for the unused portion, or keep the contract and get compensation for the drop in value. You may also recover reasonably foreseeable loss. A full refund is not automatic if part of the work was usable (for example three of four contracted visits were done properly).

Minor failure

If the problem can be fixed, we get a reasonable chance to fix it — usually a return visit, a different registered product allowed by the label, or completing work we missed. If we do not fix it in a reasonable time, you may cancel and obtain a refund of the unused portion.

A few surviving cockroaches after a first German-cockroach treatment, or a huntsman on the brickwork after rain, is not by itself a major failure. Follow-up is often part of pest management. If we offered a courtesy re-treat for the same pest in a stated window and you followed aftercare, we will honour that extra promise.

3. Cancellations, no-shows and locked properties

More than 24 hours before the appointment: cancel or reschedule at no charge. Any deposit is refunded or credited to the new date, at your choice.
Less than 24 hours, not home, refused access, or unsafe site: we may charge a reasonable wasted-attendance / call-out fee. That fee is a genuine pre-estimate of travel, lost diary time and mixed product we cannot reuse. We will tell you the amount when we book or on the invoice. We will not charge it if the ACL requires otherwise (for example we were the ones who failed to attend without a good reason).
We cancel: we will reschedule at no extra charge or refund any amount paid for the cancelled visit.

Weather that makes outdoor spray unlawful or useless (heavy rain, high wind on the label) is not a no-show by you. We will rebook.

4. Deposits and commercial programs

A deposit is applied to the invoice for that job. It is not an extra fee if the job goes ahead.

For a scheduled commercial or industrial program (for example monthly kitchen service), fees are for visits as they occur. If you cancel the program:

visits already completed are payable and not refundable except for an ACL failure on those visits;
prepaid unused visits are refunded or credited, less a reasonable administration amount if one was disclosed, and less any non-returnable equipment we had to order for your site;
we may collect stations or keys on a final visit, charged at our ordinary call-out if you asked us to collect.

5. How to ask for a refund or a return visit

Call or text 0410 890 387 or email onestopbrad@hotmail.com. Tell us the date of the job, the suburb, and what is wrong. Keep bait stations in place. Do not apply supermarket spray over gel before we come back — that can make a re-treat useless.

We may need to inspect before we agree a remedy. Refunds, when due, are made the same way you paid (or by bank transfer if we both agree) in a reasonable time.

If we cannot resolve it, use the complaint paths in the Terms: NSW Fair Trading 13 32 20, NCAT, or the ACCC.

6. What this policy does not do

It does not take away ACL consumer guarantees. It does not force you to accept a credit when the law gives you a refund for a major failure. It does not impose a deadline such as “refunds only within 24 hours of the job” that would cut off those guarantees. Statutory remedies run for a reasonable period given the nature of the service.