On-site Service Policy

On-site Service availability depends on the Customer's location, distance, travel time, technician availability, parts availability and safety considerations.

Call-out fees are calculated using Lightning Tech's current distance and travel rules. Where automatic calculation fails, Lightning Tech may confirm the call-out fee manually before confirming the booking.

Lightning Tech requests payment of the call-out fee after confirming the appointment. The Customer may cancel free of charge until one hour before the appointment window begins. After that deadline, the call-out fee is non-refundable where the Customer cancels, is unavailable, provides an incorrect address or cannot provide access at the agreed appointment time. Lightning Tech may waive or refund the fee where appropriate or where required by the Australian Consumer Law.

A separately disclosed card payment surcharge may apply when a call-out fee is paid by card, but only where permitted by law, card-scheme rules and Lightning Tech's merchant agreement. A surcharge-free payment method will be identified before payment. A refund of the call-out fee includes the corresponding card surcharge in full, or proportionately where only part of the call-out fee is refunded.

• Provide a safe, clean and accessible location.
• Provide parking, access instructions and contact availability.
• Keep pets, children and hazards away from the work area.
• Ensure the Device and any required accessories are available at the appointment time.

Lightning Tech may reschedule an On-site Service because of weather, traffic, safety, unavailable parts, previous job delays or Force Majeure Events.