Refund Policy

Last updated: June 2026

This Refund Policy sets out Dr.Coool's position on refunds and cancellations for air conditioning installation, repair, maintenance, cleaning, and replacement services. Your rights under the Australian Consumer Law (ACL) apply in addition to this policy and are not limited by it.

$199 Booking Deposit

The $199 booking deposit secures your installation or service date and is credited in full against the total cost of your job. It is not an additional fee.

Refund of the deposit:

  • Cancellation more than 48 hours before the scheduled date: Full refund of the $199 deposit, no questions asked. Contact us at info@drcoool.com.au or call +61 425 968 683 to cancel.
  • Cancellation within 48 hours of the scheduled date: The deposit is non-refundable, as materials and technician scheduling will have been committed for your job. In exceptional circumstances (medical emergency, natural disaster), we will consider refund requests on a case-by-case basis.
  • Rescheduling: If you need to reschedule rather than cancel, we will transfer your deposit to the new date at no charge, provided you give us at least 24 hours' notice before the original scheduled date.
  • Cancellation by Dr.Coool: If we are unable to fulfil a confirmed booking due to circumstances on our end, you will receive a full refund of the deposit or the option to reschedule at no additional cost.

Completed Work

Once work has been completed and signed off, refunds are generally not available except where:

  • The work does not conform to the agreed quote scope
  • The work is defective and falls within the scope of our workmanship warranty
  • Your rights under the Australian Consumer Law apply (see below)

If you are dissatisfied with completed work, contact us at info@drcoool.com.au within 14 days of the service date. We will assess the concern and, where appropriate, arrange remediation at no charge. Where remediation is not possible or appropriate, a partial or full refund may be issued depending on the circumstances.

Repair and Service Work

For repair, maintenance, and cleaning services:

  • If a repair cannot be completed (e.g. a required part is unavailable), you will not be charged for the incomplete work. A call-out or diagnostic fee may apply as agreed at the time of booking.
  • If a fault reappears within 30 days of a completed repair and is attributable to the same root cause, we will re-attend and re-assess at no additional labour charge. Parts costs, if required, will be discussed before proceeding.
  • Maintenance and cleaning services are considered complete on the day of service. Refunds for completed maintenance or cleaning are not available unless the service did not meet the agreed scope.

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Refund Policy is intended to exclude, restrict, or modify any right or remedy you have under the Australian Consumer Law.

How to Request a Refund or Raise a Concern

To request a refund or raise a concern about completed work:

  1. Contact us at info@drcoool.com.au or call +61 425 968 683
  2. Provide your name, property address, service date, and a description of the concern
  3. We will respond within 2 business days to acknowledge your request and advise next steps

Refunds, where approved, are processed to the original payment method within 5–10 business days.

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