Terms of Service

1. Acceptance of Terms

By accessing or using the services or website of Right Whitegoods, you agree to be bound by these Terms of Service. If you do not agree, your remedy is to discontinue use of our services.

These terms apply to all users of our services, including customers, website visitors, and anyone accessing our digital tools and resources.

2. Service Description

Right Whitegoods provides appliance repair, maintenance, and diagnostic services at our facility located at 307 Selby St N, Osborne Park WA 6017, Australia. We provide services throughout Perth and surrounding suburbs.

Services include, but are not limited to:

• Refrigerator, washing machine, dishwasher, oven, stove, dryer, microwave, and freezer repairs
• Appliance maintenance and diagnostic services
• Emergency repair services (additional charges may apply)
• Parts supply and installation

Operating Hours: Monday-Friday 7:00 AM - 5:00 PM, Weekends: Closed

Right Whitegoods reserves the right to refuse service at our discretion, particularly if safety concerns arise or if requested services fall outside our scope of expertise.

3. Booking and Appointments

Appointments can be made through our website booking system, by phone at (08) 6118 6106, or in person. All bookings are subject to availability. We typically schedule service within 2-3 business days for non-emergency repairs; same-day attendance may be available under the conditions in Section 16.

Cancellation Policy: To cancel or reschedule, please provide at least 24 hours' notice. A cancellation fee of up to $95 may apply for missed or late-notice cancellations. Different cancellation terms apply to same-day bookings – see Section 16.

Technician Arrival: We will provide estimated arrival windows and notify you of any delays. We reserve the right to reschedule appointments due to weather conditions, safety concerns, or other circumstances beyond our control.

4. Payment Terms

A $249 service call fee applies to home visits. This covers the technician's time, diagnosis and a repair quote.

Payment Methods: We accept cash, EFTPOS, bank transfers, Apple Pay, and major credit/debit cards (Visa, Mastercard, American Express).

Payment Terms: Payment is due upon service completion. Some repairs may require a deposit in advance, especially if special-order parts are involved.

Quotes and Additional Costs: Quotes are valid for 7 calendar days. Additional costs may apply for unforeseen issues discovered during service. You will be consulted prior to any extra charges.

Collection: Failure to pay may result in debt collection action and recovery of associated fees. All prices are in Australian dollars (AUD) and inclusive of GST.

5. Parts and Warranty

All repairs performed by Right Whitegoods are covered by a 1-year warranty on parts and labour. If you experience the same issue with the repaired appliance within the warranty period, we'll reinspect it for free.

Warranty Coverage: This warranty covers defects in workmanship or parts used. Genuine parts from original manufacturers are used where available.

Warranty Claims: Must be submitted in writing to [email protected] within the warranty period. We will respond within 5 business days and schedule inspection within 7 business days.

Warranty Void Conditions:

• The appliance has been tampered with by a third party
• Misuse, neglect, or modification is evident
• Damage arises from causes unrelated to the original repair
• Normal wear and tear of components

We reserve the right to inspect the appliance before approving a warranty claim. Warranty does not transfer with appliance sale unless specifically agreed in writing.

6. Website and Digital Services

Our website provides informational tools including:

• Error code finder and diagnostic tools
• Energy efficiency calculators
• Appliance replacement guidance
• Maintenance scheduling tools
• Online booking system

These tools are provided for informational purposes only and do not constitute professional advice. Actual service recommendations may vary based on in-person inspection.

We reserve the right to modify or discontinue digital services at any time with reasonable notice.

7. Customer Responsibilities

Customers must:

• Provide accurate information about their appliance and known issues
• Ensure the technician has clear and safe access to the appliance
• Remove personal items or obstacles from the work area
• Secure pets during technician visits
• Ensure appliance is accessible and clean surrounding area
• Have appliance model number available when possible
• Maintain safe working environment free from hazards
• Disclose any known safety hazards at the service location

We reserve the right to refuse service if access is unsafe or unsuitable, or if customer responsibilities are not met.

8. Health and Safety

Right Whitegoods is committed to maintaining a safe working environment:

• Our technicians follow all relevant safety protocols and regulations
• Customers must disclose any known safety hazards at the service location
• We reserve the right to postpone service if conditions are deemed unsafe
• All work complies with Australian electrical safety standards
• Customers should not attempt repairs on live electrical equipment

In the event of safety concerns, our technicians are authorised to cease work immediately and reschedule the appointment.

9. Limitation of Liability

To the extent permitted by law:

• Our total liability for any claim relating to our services is limited to the resupply of services or the cost of resupply
• We are not liable for incidental or consequential loss including, but not limited to, food spoilage, water damage, flooring damage, or business interruption
• We are not liable for pre-existing appliance damage or defects not related to our repair work
• We are not liable for delays or failures due to force majeure events including natural disasters, pandemics, or government restrictions
• Commercial customers' loss of business or income is specifically excluded

You agree to indemnify us for any loss resulting from unsafe conditions you provide at the job site.

Nothing in these terms excludes, restricts or modifies your rights under the Australian Consumer Law.

10. Intellectual Property

All content on our website, including but not limited to text, graphics, logos, images, and software, is the property of Right Whitegoods and protected by copyright laws.

You may not reproduce, distribute, or create derivative works without written permission. Limited use for personal, non-commercial purposes is permitted.

11. Privacy and Data

We collect and use personal information in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy.

Data Collection includes:

• Contact information for service delivery
• Website cookies and analytics for site improvement
• Marketing communications (opt-out available)
• Service history for warranty and follow-up purposes

Data Retention: Personal information is retained for 7 years for tax and legal compliance, or until you request deletion where legally permissible.

By using our services, you consent to our handling of personal data as outlined in our Privacy Policy.

12. Professional Standards

Right Whitegoods operates in compliance with:

• Australian Consumer Law
• Electrical safety regulations
• Trade practices legislation
• Professional licensing requirements
• Workplace health and safety standards

Our technicians maintain relevant certifications and undergo ongoing training to ensure service quality and safety standards.

13. Termination of Services

We may terminate or suspend services if:

• Payment obligations are not met
• Terms of service are violated
• Unsafe conditions persist after notification
• False information is provided
• Threatening or inappropriate behaviour occurs

Customers may terminate services at any time subject to the cancellation terms outlined in Section 3 (or Section 16 for same-day bookings).

14. Dispute Resolution

Internal Process: In the event of a dispute, both parties agree to make reasonable efforts to resolve the issue amicably. Contact our management team within 30 days of the service date.

Escalation: If internal resolution fails, we encourage mediation through an independent mediator before pursuing legal remedies.

External Bodies: Unresolved disputes may be referred to relevant consumer protection agencies or ombudsman services.

Time Limits: Claims must be made within 12 months of the service date unless warranty-related.

15. Promotional Offers

From time to time we advertise promotional offers and promo codes on our website, in our advertising and on social media. This section sets out the conditions that apply to those offers, in addition to the rest of these Terms. If a particular offer states its own conditions, those conditions also apply.

Promo code RIGHT40 - Save $40 on your first call-out

The offer: When you use the code RIGHT40, we take $40 off the standard $249 service call fee described in Section 4, reducing it to $209 for your first call-out with Right Whitegoods. The discount applies to the service call fee only. It does not apply to parts, labour, repair quotes, deposits, cancellation fees or any other charge.

Who can use it: The offer is available to customers booking their first call-out with Right Whitegoods and is limited to one use per customer and per household or service address. The offer applies to all appliance types and brands we service.

How to use it: Enter the code in the discount code field at the end of our online booking form, or quote it when you book by phone on (08) 6118 6106. The code must be provided when you book and before the technician attends. Our office applies the discount when confirming your booking and it will be shown on your invoice. The discount cannot be applied after the service call has taken place.

Offer period: This is a limited-time offer with no fixed end date. The code is valid for bookings made while the offer is displayed on our website. We may withdraw, suspend or change the offer at any time without notice. Any change applies to future bookings only; a booking we have already confirmed with the code will still receive the discount.

Other conditions:

• The code cannot be combined with any other discount, voucher, credit or promotional offer
• The code has no cash value, cannot be exchanged for cash or credit, and cannot be transferred or sold
• The code does not apply where the service call fee is already waived or reduced, for example a warranty reinspection under Section 5
• If a code is used outside these conditions, we may decline to apply the discount and the standard service call fee will apply
• The code can be used on a same-day booking under Section 16, provided it is given to us when you book and before the technician attends

Nothing in this section excludes, restricts or modifies your rights under the Australian Consumer Law. The consumer guarantees that apply to our services, and the warranty in Section 5, apply in full whether or not a promo code is used.

16. Same-Day Service

Where our website or advertising refers to "Same day service*", the asterisk (*) refers to the conditions in this section. Same-day attendance is available on business days for bookings that meet the conditions below. It remains subject to technician availability on the day, and we will tell you when we confirm your booking if we cannot attend that day.

Availability: Same-day attendance is available for bookings we receive by 10:00 AM (Perth time) on a business day (Monday to Friday, excluding public holidays). Your booking is received when you submit our online booking form or make the booking with our office by phone or in person, not when we later confirm it. A booking received outside our operating hours (after 5:00 PM, or on a weekend or public holiday) is treated as received when we next open, so a form submitted overnight or at the weekend counts towards the next business day. Bookings received after 10:00 AM on a business day are not eligible for same-day attendance under this section and are scheduled in line with Section 3.

Service area: Same-day attendance is offered at addresses within approximately a 15 km radius of our base at 307 Selby St N, Osborne Park (see Section 2). It is not offered across the whole Perth metropolitan area. If you are unsure whether your address is within the same-day area, ask when you book and we will confirm. Locations outside this area are scheduled in line with Section 3.

Fees: The standard $249 service call fee described in Section 4 applies to same-day attendance. If you have a promotional code, Section 15 applies; our current code can be used on a same-day booking if you give it to us when you book. Same-day service is provided during our normal operating hours and is not an emergency or after-hours service; emergency repairs are a separate service and may attract additional charges as noted in Section 2.

What same-day service covers: Same-day service means a technician attends on the day of booking to inspect and diagnose the appliance and provide a repair quote. Whether the repair itself can be completed on the same day depends on the nature of the fault and the availability of parts. Some repairs will require a follow-up visit once parts are sourced.

If same-day attendance is not possible: If we cannot attend on the same day, we will tell you when we confirm your booking and offer you the next available appointment. You may accept that appointment or choose not to proceed with the booking, at no charge. If we confirm a same-day booking and are then unable to attend that day, we will tell you as soon as we know and the same choice applies. Our usual scheduling described in Section 3 then applies to any later appointment.

Cancellations: For this section, a same-day booking is any booking we confirm for attendance on the day we receive it. Because 24 hours' notice is not possible for a same-day booking, the rule below replaces the Section 3 cancellation policy for same-day bookings. You may cancel or reschedule a same-day booking free of charge at any time until we tell you, by phone or SMS, that your technician is on the way. If you cancel or reschedule after that, or if nobody is there to let the technician in when they arrive within the arrival window we gave you, a cancellation fee of up to $95 may apply. Your cancellation takes effect when our office receives it, so please phone us on (08) 6118 6106 rather than emailing – an email may not be read before the technician leaves. No cancellation fee applies if we could not attend within the arrival window we gave you.

Same-day service is subject to the customer responsibilities in Section 7, including providing clear and safe access to the appliance on the day. Nothing in this section excludes, restricts or modifies your rights under the Australian Consumer Law.

17. Governing Law

These Terms are governed by the laws of Western Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Western Australia.

18. Changes to Terms

We may update these Terms of Service at any time. Changes are effective upon posting on our website with reasonable notice for material changes.

Continued use of our services constitutes acceptance of the updated terms. We commit to reviewing these terms annually.

19. Contact Information

If you have any questions about these Terms of Service, please contact: