Return and Refund Policy

Our commitment to fair resolution when our plumbing services do not meet your expectations.

Effective Date: 1 January 2026
Last Updated: 15 March 2026

At CommandPro Plumbing Solutions ("we", "our", or "us"), customer satisfaction is central to everything we do. We stand behind the quality of our workmanship and materials, and we understand that there may be occasions when the outcome of a service does not meet your expectations. This Return and Refund Policy outlines the circumstances under which refunds or remedial work may be provided, the process for requesting a refund, and any applicable exclusions.

1. Our Satisfaction Guarantee

All plumbing work completed by CommandPro Plumbing Solutions is covered by a 30-day workmanship guarantee from the date of service completion. During this period, if the same issue recurs as a direct result of a defect in our workmanship, we will return to your property and carry out the necessary corrective work at no additional charge. This guarantee reflects our confidence in the skills of our licensed technicians and the quality of the materials we use.

Our first priority is always to resolve any concern by rectifying the work. In situations where rectification is not possible or where you remain dissatisfied after a corrective visit, you may be eligible for a partial or full refund as outlined below.

2. Refund Eligibility

You may be eligible for a refund under the following circumstances:

  • Defective workmanship: If the plumbing work we performed is demonstrably defective and we are unable to rectify the issue within a reasonable timeframe (typically within 7 days of your complaint), you may request a refund for the labour portion of the service fee.
  • Service not delivered: If you paid a deposit for a scheduled service and we failed to attend the appointment without notifying you in advance, or if we were unable to perform the agreed work for reasons within our control, you are entitled to a full refund of any amounts paid.
  • Material defects: If materials or fixtures we supplied and installed are found to be faulty within the manufacturer's warranty period, we will either replace the item at no charge or refund the cost of the material. Labour costs for re-installation are covered under our workmanship guarantee within the 30-day period.

3. Refund Process

To request a refund or report an issue with work we have completed, please follow these steps:

  1. Contact us: Reach out to our office by email at [email protected] or by phone at +60 3-7890 2145. Provide your name, the date of service, a description of the issue, and any supporting photographs if available.
  2. Assessment: We will review your complaint within two business days. In most cases, we will arrange a follow-up visit to inspect the work and attempt to resolve the matter through corrective action.
  3. Resolution: If the issue cannot be resolved through remedial work, or if remedial work has already been attempted without success, we will process your refund. You will receive written confirmation of the refund amount and the method of payment.

4. Refund Timeline

Once a refund has been approved, the funds will be returned using the original payment method. Processing times are as follows:

  • Bank transfer: Refunds are typically processed within 5 to 7 business days.
  • Credit or debit card: Refunds may take 7 to 14 business days to appear on your statement, depending on your card issuer.
  • Cash payments: For services originally paid in cash, refunds will be issued via bank transfer to an account you nominate, within 5 to 7 business days.

5. Exclusions

Refunds will not be provided in the following circumstances:

  • Change of mind: If you change your mind about a service after it has been completed to the agreed specification, a refund is not available. We encourage you to discuss your requirements thoroughly with our team before work begins to ensure alignment.
  • Third-party interference: If the plumbing work we completed has been altered, tampered with, or worked on by another party after our service, our workmanship guarantee and refund eligibility are voided.
  • Pre-existing conditions: Issues arising from pre-existing defects in your plumbing system that were not included in our original scope of work are not eligible for a refund. During our initial assessment, we document and communicate any pre-existing issues we identify.
  • Force majeure: Damage or issues resulting from events beyond reasonable control — including natural disasters, flooding from external sources, structural subsidence, or acts of vandalism — are excluded from refund eligibility.
  • Consumable materials: Materials that have been cut, fitted, or permanently installed and cannot be returned to their original condition are non-refundable unless found to be defective.

6. Cancellation of Scheduled Services

If you wish to cancel a scheduled service before our technician arrives, please notify us at least 24 hours in advance. Deposits paid for cancelled services will be refunded in full if adequate notice is given. Cancellations made with less than 24 hours notice may be subject to a call-out fee deduction, as outlined in our Terms and Conditions.

7. Disputes

If you are not satisfied with the outcome of a refund request, you may escalate the matter by writing to our management team at [email protected] with the subject line "Refund Dispute". We aim to resolve all escalated complaints within 14 business days. If the matter remains unresolved, it may be referred to mediation in accordance with our Terms and Conditions.

8. Contact Us

For any questions about this Return and Refund Policy, please get in touch: