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Cancelling a service 

Under the Australian Consumer Law (ACL), you have certain rights to cancel a service. If you have a major problem with a service or a minor problem that can't be fixed within a reasonable time you have the right to cancel a service, when it is:

  • provided with an unacceptable level of care and skill
  • unfit for the purpose you asked for
  • not delivered within a reasonable time when there is no agreed end date.

Suppliers should give any refunds in the same form as your original payment. You can also ask for compensation for damages or loss caused by the problem.

Services you cannot cancel

You must pay for services you have received that worked as expected.

You cannot cancel a service or get a refund if the problem was outside the control of the provider or if you:

  • changed your mind
  • insisted on having a service provided in a particular way, against the provider’s advice
  • failed to clearly explain your needs to the provider.

Cancelling your service

If you have a problem with a service, take the following steps:

  1. Contact the service provider verbally or in writing to explain the problem. If the provider cannot fix the service in a reasonable time, state that you want to cancel it.
  2. If relevant, also ask the service provider to compensate you for any damages or losses caused by the problem.
  3. If you’ve paid for the service and it has already started or been delivered, negotiate a refund to cover the services that failed and any advance payments.
  4. Show proof of purchase with a receipt or bank statement.

Cancelling bundled products and services

Businesses often sell related goods and services together as a package. Sometimes a problem develops with one part of the package - the product or service.

If you return goods due to a major problem, you have the right to cancel any services that they were provided with.

If you cancel a contract for unsatisfactory services, you must return any goods connected with the service - even if there is no problem with the goods.

If you have paid any money for the goods, the business must give you a refund.

It is your responsibility to return the goods, unless this would involve a significant cost. In such cases the business is responsible for collecting the goods.

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