Cancellation Policy and Terms of Service | Rivercity Roadworthys and Mechanical

Cancellation, Refund and Terms of Service Policy

Cancellation, Credit Voucher and Terms of Service Policy

Rivercity Roadworthys and Mechanical – Brisbane & Redlands

Rivercity Roadworthys and Mechanical aims to provide prompt, reliable and professional on-site inspections. Because appointment times are reserved exclusively for each customer, cancellations and “no-shows” disrupt scheduling, travel and revenue. The following policy applies to all bookings.

Nothing in this policy affects any rights or remedies you are entitled to under the Australian Consumer Law (ACL).

1. Change-of-Mind Cancellations and Credit Voucher Eligibility

Where a Customer cancels a booking for reasons unrelated to any failure by Rivercity Roadworthys and Mechanical, the following applies.

If a booking is cancelled at least 24 hours prior to the scheduled appointment time, and notice is provided during business hours, no administration fee applies for bookings located within the Brisbane or Redlands service areas.

For eligible Brisbane and Redlands bookings, the Customer will receive a Credit Voucher for the full value of the booking.

If less than 24 hours’ notice is provided, a 50% cancellation fee applies to cover loss of booking opportunity, and the remaining balance will be issued as a Credit Voucher.

Cancellations must be made by phone call or text message to 0409 870 059 during business hours. The 24-hour notice period is calculated from the scheduled appointment time.

Where at least 2 hours’ notice is provided prior to the scheduled time, Rivercity Roadworthys and Mechanical may, at its discretion, offer a reschedule instead of cancellation.

Change-of-mind cancellations are not eligible for cash refunds, except where required under the Australian Consumer Law.

2. Credit Voucher Terms

Approved change-of-mind cancellations result in a Credit Voucher only, not a cash refund (except where stated in Section 5 below).

Credit Vouchers:

are issued electronically
may be used toward future bookings
are not redeemable for cash
must be used before their expiry date
are issued once administration processing is completed and the Tax Invoice for the cancellation fee has been provided

This does not affect your rights to a cash refund under the ACL where the service fails to meet consumer guarantees.

3. Administration Fees

Administration Fees apply only to Out-of-Service-Area Bookings and reflect reasonable costs associated with booking allocation, scheduling and processing where mobile attendance cannot be provided.

The applicable Administration Fee is:

• $34.90 inc. GST for all services booked outside of the catchment area

No Administration Fee applies to change-of-mind cancellations for bookings located within the Brisbane or Redlands service areas, provided notice is given in accordance with this policy.

4. Non-Event Appointments (No Refund / No Credit Voucher Unless Required by Law)

No Credit Voucher or refund will be provided where an appointment is classified as a Non-Event due to customer fault, including when:

the vehicle or trailer is not available for inspection when we attend
the vehicle/trailer cannot be inspected safely (grass, slopes, dirt — must be hard, flat surface)
keys are unavailable or access is blocked
the vehicle does not require an inspection (e.g., trailers under 750 kg ATM)
the customer cannot be contacted on arrival (15-minute maximum wait time)
Where a Non-Event occurs due to customer action or inaction, Rivercity Roadworthys and Mechanical may end the appointment and no refund or Credit Voucher will be issued unless required under the ACL.

However, customers may still be entitled to a remedy where a service is not supplied with due care and skill in accordance with the Australian Consumer Law.

5. Out-of-Service-Area Bookings (Cash Refunds Permitted)

If a booking is placed outside the defined Brisbane and Redlands service areas, Rivercity Roadworthys and Mechanical is not obliged to attend, and any refund will be processed back to the original payment method less the applicable administration or cancellation fee.

Administration Fees apply only to Out-of-Service-Area Bookings and do not apply to Brisbane or Redlands bookings.

If a booking is made outside these areas:

the business is not obliged to attend
a $34.90 inc. GST Administration Fee applies where cancellations are made with more than 24 hours’ notice during business hours
any remaining balance will be refunded back to the original payment method
If a cancellation occurs with less than 24 hours’ notice, a 50% booking fee applies to cover administration and loss of revenue, and the remaining balance will be refunded back to the original payment method.

Credit Vouchers are not issued for out-of-service-area bookings, as the customer cannot reasonably redeem them.

This clause does not remove any rights to a remedy under the ACL.

6. Inspection Conditions and Terms of Service

To ensure a safe and efficient inspection:

Be ready at the scheduled appointment time.
Vehicles (including motorcycles and scooters) may be road-tested, including in wet weather.
All inspections must occur on a hard, flat surface with at least 1 metre clearance around the vehicle.
Apartment residents should use visitor parking or a loading bay.
Roadworthy Certificates are issued electronically and require mobile reception.
Inspections may be rescheduled due to unsafe weather at no charge.
Vehicles must have sufficient fuel and a functional battery.
Caravans/campers with fixed gas require a Gas Certificate (not supplied by Rivercity Roadworthys).
Caravans/campers with fixed gas must have a fire extinguisher.
Interstate transfer or unregistered trailers (>3 months) require HVRAS inspections.
Bookings are online and paid in advance.
Confirmation, preparation instructions and tax invoices are issued electronically.
Abuse toward staff will not be tolerated.
Rivercity Roadworthys and Mechanical may decline or reschedule an inspection where safety or access standards are not met.

Where an inspection cannot proceed due to service failure on our part, or due to circumstances covered by the ACL, customers may be entitled to a remedy such as resupply or refund.

7. Australian Consumer Law Notice

Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law, including rights to a refund where services are not provided with due care and skill, are not supplied within a reasonable time, or do not meet mandatory guarantees.

8. Contact

Rivercity Roadworthys and Mechanical

ABN: 29 392 553 738

PO BOX 653 Coorparoo Queensland 4151

Booking enquiries may be made by text or voicemail to 0409 870 059 during business hours or via email to: bookings@rivercityroadworthys.com

For common questions about cancellations, refunds and Credit Vouchers, please see our Cancellation & Booking FAQs:

https://www.rivercityroadworthys.com/policy-faqs

Definitions

“Customer” means the person or entity making a booking or purchasing services, and may also be referred to as “you.”

“Business” means Rivercity Roadworthys & Mechanical and may also be referred to as “we,” “us,” or “our.”

“Booking” means an appointment submitted through the online booking system, by phone, or by direct arrangement for a mobile inspection or other service.

“Pre-Paid Booking” means a booking that has been paid for in advance to secure an inspection date, service allocation and mobile attendance.

“Service Area” means the geographic region in which mobile inspections are offered. The service area is determined by the Business and may be updated from time to time.

“Out-of-Service-Area Booking” means a booking made for a location outside the Service Area, where the Business cannot reasonably provide mobile attendance.

“Credit Voucher” means store credit of equal value issued electronically for future use. Credit Vouchers may be supplied as a unique code or reference and can be applied to eligible services offered by the Business.

“Original Payment Method Refund” means repayment of funds directly back to the payment source used at the time of purchase, subject to processing timeframes of the relevant bank or financial institution.

“Cancellation” means a request by the Customer to end an upcoming booking before the scheduled time, regardless of the reason.

“Statutory Guarantees” refers to the non-excludable rights provided to consumers under the Australian Consumer Law relating to delivery of services with acceptable care and skill, fitness for purpose, and delivery within a reasonable time.

“Remedy” refers to refund, credit, re-supply, or other corrective action owed to a Customer when required by the Australian Consumer Law.

“Reasonable Costs” means fees or expenses incurred by the Business relating to travel, time allocation, labour assessment, wasted attendance, or attempts to perform a service that cannot proceed for reasons outside the Business’s control.