Terms of service.

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Cancellation policy.

Melbourne Pool and Spa safety operates on a scheduled appointment basis. We understand that sometimes small emergencies can create a situation where the appointment time no longer works.

First of all, we never penalise you for a change or cancellation.  But you need to give us enough notice so that we can rebook with another customer.  If you can't do that, we expect you to keep the appointment or cover the cost.

Our website gives you, our customers, the ability to cancel or reschedule appointments without the need for phone calls or explanations, and you have access to this feature 24 hours a day, 7 days a week. The time limits for rescheduling an appointment and cancelling an appointment are detailed below.

Rescheduling an appointment 

Appointments can be rescheduled MORE than 24 hours before the appointment time without any charge. If you reschedule after that time, we’ll charge you a late rescheduling fee of 50% of the appointment charge.

Cancelling an appointment

Appointments can be cancelled more than 72 hours in advance without any extra charge. Appointments that are cancelled between 72 and 24 hours before the appointment time will be charged a late cancellation fee of 50% of the appointment charge. If you cancel after that time (less than 24 hours before the appointment) we will charge the full appointment fee.

No Shows

If we arrive at your house and no one is home to assist with the appointment, we will do our best to contact you by ringing the doorbell and calling your contact phone number. We will not access your property without you being present unless we have agreed to this prior to the appointment. No-shows will be charged the full appointment fee. 

 When we need to reschedule

Despite our best efforts, there will be times when we can’t make our appointment with you. When this happens less than 24 hours before our appointment with you is scheduled, we will complete the appointment when rescheduled at a 50% discount of the normal appointment fee.

Privacy Policy

Melbourne Pool and Spa Safety Pty Ltd is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.

This Personal Information is obtained in many ways including phone discussions, correspondence by email, and via our website www.melbournepoolsafety.com, and from third parties. We don’t guarantee website links or policy of authorised third parties.

We collect your Personal Information for the primary purpose of providing our services to you. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. An example would be advising you of a change in the regulations about Pool Safety that might affect you. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.

When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.

Sensitive Information

Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual's racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information. As a general rule, we don’t collect sensitive information.

Third Parties

Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.

Disclosure of Personal Information

Where you consent, your Personal Information may be disclosed to third parties. It may also be disclosed where required or authorised by law.

Security of Personal Information

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in files which will be kept by us for a minimum of 10 years.

Access to your Personal Information

You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.

Melbourne Pool and Spa Safety Pty Ltd will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.

In order to protect your Personal Information we may require identification from you before releasing the requested information.

Maintaining the Quality of your Personal Information

If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.

Policy Updates

This Policy may change from time to time and is available on our website.