Last Updated: 06/06/2026
1. Introduction
At FibrePros, we strive to provide professional, reliable, and high-quality telecommunications and networking services. This Refund & Cancellation Policy outlines the circumstances under which appointments may be cancelled, rescheduled, refunded, or subject to call-out fees.
By booking a service with FibrePros, you agree to the terms outlined in this policy.
2. Service Bookings
FibrePros provides on-site services including but not limited to:
- Starlink installation
- Starlink relocation
- Data cabling
- Ethernet installation
- NBN fault diagnosis
- NBN pathway installation
- NTD relocation
- WiFi optimisation
- Home network setup
- Business network setup
- Commercial networking services
When a booking is confirmed, technician time, travel, and scheduling resources are allocated specifically for your appointment.
3. Customer Cancellation Policy
Customers may cancel a booking by contacting FibrePros via phone, email, or other agreed communication methods.
Where possible, customers should provide at least 24 hours’ notice prior to the scheduled appointment.
Appointments cancelled with sufficient notice will generally not incur cancellation charges.
4. Late Cancellations
A cancellation may be considered a late cancellation where:
- Less than 24 hours’ notice is provided; or
- The technician has already been dispatched to the property.
In these circumstances, FibrePros reserves the right to charge a reasonable cancellation fee to cover:
- Travel expenses
- Lost scheduling time
- Administrative costs
- Technician allocation costs
The amount charged will depend on the circumstances of the booking.
5. Failure to Attend Appointments
A call-out fee may apply if:
- The customer is not present at the agreed appointment time.
- Access to the property is unavailable.
- The customer cannot be contacted.
- Access permissions have not been arranged.
- Required approvals have not been obtained.
Where work cannot proceed due to customer-related reasons, the appointment may be considered completed for scheduling purposes and a call-out fee may be charged.
6. Incorrect Information Provided
Customers are responsible for providing accurate information regarding:
- Property access
- Equipment availability
- Installation requirements
- Site conditions
- Building type
- Existing infrastructure
If a technician attends based on incorrect information and the service cannot proceed, FibrePros reserves the right to charge a call-out fee for time and travel incurred.
Examples include:
- Incorrect property address
- Missing Starlink equipment
- Inaccessible roof space
- No available power
- Unsafe access conditions
- Missing required mounting equipment
7. Rescheduling Appointments
Customers may request to reschedule appointments.
We will make reasonable efforts to accommodate alternative dates and times, subject to technician availability.
Repeated rescheduling requests may affect appointment availability.
In some circumstances, particularly where short notice is provided, a rescheduling fee may apply.
8. Technician Cancellation or Rescheduling
FibrePros reserves the right to reschedule appointments where necessary due to:
- Severe weather conditions
- Safety concerns
- Equipment shortages
- Vehicle breakdowns
- Illness
- Emergency works
- Circumstances beyond our reasonable control
Where this occurs, customers will be offered the next available appointment.
No cancellation fee will apply where FibrePros initiates the rescheduling.
9. Refund Eligibility
Customers may be entitled to a refund, repair, replacement, or re-supply of services where required.
Refunds will generally not be provided for:
- Change of mind
- Customer cancellation after work has commenced
- Services completed as agreed
- Incorrect customer assumptions regarding service performance
- Third-party service provider issues
- NBN, internet services providers/any other companies or Starlink network issues outside our control
10. Service Performance Disclaimer
Many of the services provided by FibrePros involve infrastructure, networks, and equipment operated by third parties.
Accordingly, FibrePros cannot guarantee:
- Specific internet speeds
- Continuous service availability
- NBN network performance
- Starlink network performance
- WiFi coverage in all areas
- Future network performance
Refunds will not be provided solely because actual internet speeds differ from customer expectations where the service has been completed correctly.
11. Materials & Special Order Items
Where FibrePros orders materials, equipment, or custom products specifically for a customer:
- Refunds may not be available once items have been ordered.
- Restocking fees imposed by suppliers may be deducted from any refund.
- Custom-made or special-order items may be non-refundable.
Any supplier terms will be communicated where relevant.
12. Deposits
Where a deposit is required:
- Deposits may be used to secure booking dates.
- Deposits may cover procurement of equipment or materials.
- Deposits may be non-refundable where costs have already been incurred by FibrePros.
Any non-refundable deposit terms will be communicated before payment is requested.
13. Work Commenced
Once work has commenced on-site:
- Labour already performed is generally non-refundable.
- Materials installed are generally non-refundable.
- Additional works approved by the customer are generally non-refundable once completed.
Customers are encouraged to discuss any concerns immediately so they can be addressed during the project.
14. Warranty Claims
If a customer believes a service has not been completed correctly, they should contact FibrePros as soon as reasonably possible.
Where a legitimate workmanship issue exists and is covered under our warranty, FibrePros will inspect the issue and determine an appropriate remedy, which may include:
- Repair
- Rework
- Re-supply of services
Warranty claims are assessed separately from refund requests.
Contact Us
For cancellation requests, refund enquiries, or booking changes, please contact:
FibrePros
Website: https://fibrepros.mellocity.com
Email: [email protected]
Service Areas:
Newcastle, Maitland, Lake Macquarie, Cessnock, Hunter Valley, and surrounding regions.
