Terms of Service | Possum Removal Pros

By using the Possum Removal Pros website and/or booking our services, you agree to these Terms of Service. Please read them carefully before proceeding.

1. Service Quotes

All quotes provided are valid for 14 days from the date of issue unless otherwise stated in writing. Quotes are based on the information available at the time of inspection, including roof access, possum species, and the extent of entry points.

If additional work is required after the initial inspection (e.g. inaccessible roof areas, additional entry points, or unforeseen structural issues), we will provide a revised written quote before proceeding. You are under no obligation to accept a revised quote.

Quotes for large or complex jobs (e.g. strata properties, commercial premises) may require an on-site assessment before a firm price can be provided.

2. Booking and Cancellation

Booking: A booking is confirmed once you have accepted a quote, whether verbally or in writing (including SMS or email). We will schedule a service date and time window, which we will use reasonable efforts to meet.

Cancellation by you: You may cancel a booked service up to 24 hours before the scheduled appointment at no charge. Cancellations within 24 hours may incur a $50 late-cancellation fee to cover dispatch and lost availability.

Cancellation by us: We reserve the right to cancel or reschedule a booking due to extreme weather, safety concerns, or technician unavailability. In such cases you will receive a full refund of any deposit paid and priority rebooking.

No-shows: If our technician attends the scheduled address and is unable to access the property or the customer is not present, a $75 no-show fee may apply.

3. Wildlife Compliance

All possum removal and handling is conducted in full compliance with applicable state wildlife laws. Our technicians hold the relevant licences for each jurisdiction:

New South Wales: NPWS (National Parks and Wildlife Service) licence under the Biodiversity Conservation Act 2016;
Victoria: DEECA (Department of Energy, Environment and Climate Action) authorisation under the Wildlife Act 1975;
Queensland: DES (Department of Environment and Science) licence under the Nature Conservation Act 1992;
Western Australia: DBCA (Department of Biodiversity, Conservation and Attractions) licence under the Biodiversity Conservation Act 2016 (WA).

Possums are a protected native species in Australia. It is illegal to harm, kill, or relocate a possum without authorisation. Our methods are 100% humane: we use exclusion and relocation only where permitted and in accordance with each state's code of practice. Customers agree to comply with all post-removal requirements, including maintaining one-way exclusion devices and sealing entry points.

4. 6-Month Service Guarantee

Our proofing work is backed by a 6-month written guarantee from the date of completion covering all entry points sealed by us during the service.

What is covered: If a possum re-enters the roof cavity or building through a point that was specifically sealed as part of our proofing service, we will return and reseal that point at no additional charge.

What is not covered: The guarantee does not apply to:

new damage to the roof or building structure caused by third parties, storms, falling branches, or natural wear and tear occurring after the service date;
pre-existing building defects, gaps, or entry points that were known but not covered by the scope of the original proofing work;
entry points created by new building work, renovations, or alterations carried out after the service date;
re-infestation via chimney flues, plumbing vents, or other unprotected openings that were not part of the agreed proofing scope;
damage caused by the customer or unauthorised third parties attempting to modify or remove proofing materials.

To make a guarantee claim, contact us within 6 months of the original service date. We will inspect the relevant area and, if the claim is accepted, carry out the resealing at no charge. Travel fees may apply for properties outside our standard service area.

5. Payment Terms

Payment is due on completion of the service unless otherwise agreed in writing. We accept bank transfer, credit card (Visa, Mastercard, Amex), and cash. Invoices unpaid after 14 days may incur a late-payment fee of 2% per month on the outstanding balance.

For larger jobs (over $1,000), a 50% deposit may be required before commencement, with the balance due on completion.

6. Limitation of Liability

To the maximum extent permitted by the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)):

Our services are provided with due care and skill. We carry public liability insurance of $20 million and all work is performed by licensed technicians.
We are not liable for any pre-existing building defects, structural issues, pest damage, or timber rot that existed prior to our service.
Our total liability for any claim arising from our services or these Terms is capped at the total amount paid by you for the specific service giving rise to the claim.
We are not liable for any indirect, consequential, or incidental damages, including but not limited to loss of use, loss of income, or damage to personal property, except where such liability cannot be excluded under the Australian Consumer Law.

Nothing in these Terms excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law that cannot be excluded, restricted, or modified by agreement.

7. Dispute Resolution

If a dispute arises in connection with these Terms or our services, the following process applies:

Internal resolution: Contact us directly at info@possumremovalpros.com or 1800 482 916. We will investigate and respond within 14 days.
Mediation: If the dispute cannot be resolved within 30 days, either party may refer the matter to mediation through the Resolution Institute or another mutually agreed mediator. Each party bears their own costs of mediation.
Legal proceedings: If mediation fails, either party may commence legal proceedings. Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court of competent jurisdiction.

8. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of New South Wales and any courts of appeal from them.

The Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) applies to all services provided by Possum Removal Pros and cannot be contracted out of.

9. Website Use

All content on this website, including text, images, logos, and software, is the property of Possum Removal Pros or its licensors and is protected by Australian copyright law. You may not reproduce, distribute, modify, or republish any content without our prior written consent. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.

10. Contact

For questions regarding these Terms of Service, please contact us:

Email: info@possumremovalpros.com
Phone: 1800 482 916
Mail: Possum Removal Pros, [Address], Australia