Service Cancellation Policy

Why do we have a Service Cancellation Policy?

Dural Pool Shop is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage Service requests and Bookings.

We are implementing a straightforward cancellation policy to be upfront about all the costs you may face when engaging our services.

Unfortunately when a client cancels or wishes to re-book without giving adequate notice it prevents another clients needs from being met.This cancellation policy is used as a way of respecting the time commitments of all involved. It explains the process for requesting a modification to the booking or cancellation and the fees applicable. This policy is used in fairness to both our business and the clients who would have otherwise wanted an appointment.

How to Modify or Cancel a Booking

We understand situations can arise in which you may need to cancel or modify your appointment. Due to limited appointment availability, we request that you cancel or modify your request with adequate notice. This allows us to fill that appointment slot.


Please note, in peak service periods, we are often scheduling up to 2 weeks ahead of the intended booking.


You may cancel or modify your booking without incurring any cost by contacting us by 5pm at least two (2) clear days prior to your booking by:


  1. Calling us on: 02 9651 4799; or
  2. Sending an email to:

If no prior notice is given or the notice given is not in accordance with the cancellation process, or we cannot gain access to perform our work on the day, you will be charged a cancellation fee (see below) for the missed appointment. A new booking will need to be made and scheduled.


This includes circumstances where we have confirmed and attended a regular pool service appointment but have been advised the service is not required.

Additional service requests

Onsite modifications or additions to the booked work can only be extended to the remaining allocated time of the scheduled appointment. At the discretion of Dural Pool Shop Pty Ltd., If we work past the time allocated for your service appointment we will charge for the additional time at the appropriate rate. If the intended service outcome cannot be achieved within the time allocated or performed, or further work is requested whilst our Technicians are onsite, a further job will need to be scheduled and will be charged at the same appropriate rate.

Cancellation / Late Notice / No Access Fee

  1. The fee is dependent on zone location. Refer to our Zone Cancellation Charges chart.
  2. The fee will be charged by Credit Card.
  3. The fee may be deducted from any deposit paid for the appointment (if any)
  4. The fee is the sole responsibility of the person who placed the booking request and must be paid in full within 2 days after invoicing

Acceptable circumstances to Waive Cancellation Fee

We understand that plans may change due to uncontrollable and external circumstances. Missed bookings can be unintentional or may stem from an emergency, etc. Therefore, subject to approval by Dural Pool Shop Pty Ltd, cancellation due to such circumstances will not incur a cancellation fee.


Multiple Cancellations / Late Notice / No Access instances may however result in suspension of provision of further service.

Acceptance of Terms and conditions

By proceeding with your booking request, you agree to the terms and understand and consent to this Service Booking Cancellation Policy and further understand that we are holding a booking specifically for you and you may be charged a cancellation fee if an appointment is cancelled without providing at least 2 days notice or if we are unable to gain access to your property to execute our booked work at the time.

Policy Updates

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

Policy Complaints and Enquiries

Our business firmly believes that a good client and business relationship is based upon mutual understanding. Questions about our cancellation policy should be directed to:


Contact page on

In Person at:
270 New Line Road
Dural, New South Wales 2158
By Email at:
By Phone at: 02 9651 4799




Details of which Zone your premises are in will be discussed and agreed upon at the time of Booking.


ZONE A – $130
ZONE B – $205
ZONE C – $230
ZONE D – $255
E. & O.E.