Cancellation Policy

Last updated: 5 September 2026

This Cancellation Policy explains how Braintric Electrical And Automation Engineering Pty Ltd (Braintric, we, us or our) handles requests to cancel or reschedule goods orders, appointments, service bookings and accepted project work. It also explains circumstances in which Braintric may need to cancel, postpone or reschedule an order or service. Nothing in this Policy limits any statutory right to cancel, obtain a refund or seek another remedy where that right cannot lawfully be excluded.

1. General approach to cancellations

Braintric recognises that circumstances can change. Customers who need to cancel or reschedule should contact us as soon as reasonably possible. The earlier a cancellation request is received, the more likely it is that Braintric can stop procurement, dispatch, labour allocation or other committed costs. A cancellation request does not automatically cancel a contract where Braintric has already accepted the order or engagement. The legal and financial effect of cancellation depends on what has already been supplied, committed or incurred at the time the request is received.

2. Cancelling an order for standard goods

A customer may request cancellation of an order for standard goods before dispatch. Where Braintric has not yet incurred a non-recoverable commitment and can reasonably stop the order, Braintric will generally process the cancellation without retaining more than any amount that is properly payable under the contract and law. If goods have already been dispatched, the order may no longer be capable of cancellation as an undelivered order. The legal position will then depend on the circumstances of the transaction and the condition of the goods.

3. Special-order and customer-specific goods

Cancellation may be restricted once Braintric has committed to goods that are specially procured or modified for a particular customer. Where cancellation is requested after Braintric has incurred a genuine non-recoverable commitment for customer-specific goods, Braintric may retain or charge the reasonable amount properly attributable to that commitment, subject to applicable law. Braintric will not impose a cancellation amount merely as a punishment for changing a decision. Examples may include:

• custom-manufactured products;
• specially ordered equipment;
• programmed or configured devices;
• cut-to-length materials;
• assembled project-specific systems;
• products modified for a customer’s application; or
• goods ordered from a supplier on a non-cancellable basis.

4. Appointment cancellations

Customers who need to cancel or reschedule an appointment should give Braintric as much notice as reasonably possible. Advance notice allows labour, travel and specialist resources to be reassigned and helps minimise avoidable cost. Where Braintric has expressly disclosed a late-cancellation or no-show charge before the booking was confirmed, that charge may apply if the customer cancels with insufficient notice and Braintric has incurred reasonable loss or cost as a result. Any cancellation charge must be transparent, proportionate and legally enforceable. Braintric will not apply a fee where doing so would be unlawful or unfair in the circumstances.

5. Rescheduling an appointment

A request to change an appointment date is treated as a rescheduling request rather than a cancellation where the parties agree on a replacement date. Braintric will make reasonable efforts to accommodate the requested change, but availability depends on existing bookings, staff, equipment, site requirements and travel commitments. A previously scheduled time cannot be guaranteed to remain available after it is released.

6. No-access or failed attendance

If Braintric personnel attend a site at an agreed time but cannot reasonably commence or continue work because required customer-controlled access or prerequisites were not available, the attendance may be treated as a failed attendance. Where a call-out, attendance or waiting charge was disclosed in advance and is legally recoverable, Braintric may charge the reasonable amount applicable to the failed attendance. Examples include:

• no authorised person being available where access is required;
• unavailable keys, access codes or security clearance;
• required permits or inductions not being arranged;
• agreed shutdown access not being available;
• the work area being inaccessible; or
• customer-controlled conditions preventing lawful or safe commencement.

7. Cancellation of accepted service work

A customer may request cancellation of an accepted service engagement or project by providing written notice. Braintric will take reasonable steps to mitigate avoidable loss rather than allowing unnecessary cancellation costs to accumulate. Once an engagement has been accepted, cancellation may involve costs that Braintric has already incurred or cannot reasonably avoid. Depending on the stage of the work, amounts properly payable may include:

• services properly performed before cancellation;
• goods already supplied;
• authorised variations completed before cancellation;
• non-cancellable supplier commitments;
• customer-specific materials already procured;
• reasonable project close-out costs; and
• reasonable demobilisation costs.

8. Deposits on cancellation

A deposit is not automatically forfeited merely because a customer cancels. If a contract is cancelled, Braintric may apply the deposit against amounts that are lawfully and contractually payable at the date of cancellation. Any remaining balance that is not properly payable must be returned to the customer. If a particular amount is intended to be genuinely non-refundable, that condition must have been clearly disclosed before payment and must remain consistent with applicable laws concerning penalties and unfair contract terms.

9. Cancellation after procurement has started

For project or special-order work, Braintric may begin procurement soon after acceptance. If the customer cancels after purchase orders have been placed with suppliers, Braintric will assess whether those orders can reasonably be cancelled, returned or redirected. Any credit, refund or supplier cancellation saving reasonably obtained by Braintric will be taken into account when determining the amount properly payable by the customer.

10. Cancellation after work has started

If work has commenced, Braintric is entitled to be paid for conforming work properly performed up to the effective cancellation date, subject to applicable law and any contrary contractual right. Braintric may also need to make the site safe, complete isolations, remove temporary equipment, secure incomplete work or undertake reasonable demobilisation activities before leaving the project. Where those activities are reasonably necessary because of the cancellation, their reasonable cost may form part of the cancellation account where legally recoverable.

11. Customer-requested suspension instead of cancellation

Where a customer is not ready to proceed but does not wish to permanently cancel, Braintric may agree to suspend the engagement. A suspension is subject to practical considerations including material storage, supplier commitments, price validity, labour availability, programme impacts and site safety. A prolonged suspension may require revised pricing, revised lead times or a new commencement date when the work resumes.

12. Cancellation by Braintric

Braintric will notify the customer as soon as reasonably practicable and explain the available options. Braintric may cancel, postpone or reschedule an order or service where reasonably necessary because:

• goods become unavailable or are discontinued;
• a supplier cannot fulfil a committed order;
• required payment has not been received;
• material information supplied by the customer is inaccurate or incomplete;
• fraud or unauthorised activity is reasonably suspected;
• the requested activity would be unlawful;
• the work falls outside applicable licensing or authorisation;
• the site is unsafe;
• required permits, access or approvals are unavailable;
• a serious technical issue prevents safe performance; or
• circumstances outside Braintric’s reasonable control make performance impossible or impracticable.

13. Refunds following cancellation by Braintric

If Braintric cancels an order or service and the cancellation is not caused by a customer breach or another lawful basis for deduction, amounts paid for goods or services that will not be supplied will be refunded. If part of the contract has already been properly performed, the treatment of amounts paid will depend on the work completed, the reason for cancellation and applicable law. Braintric will not retain amounts for goods or services that the law requires to be refunded.

14. Cancellation because of safety

Braintric may immediately stop or cancel affected work if continuing would expose people or property to an unacceptable safety risk and the risk cannot be reasonably controlled. Where possible, Braintric will first explain the safety issue and allow the customer an opportunity to address customer-controlled conditions. A safety-based cancellation does not relieve either party of obligations that accrued before cancellation, but no provision of this Policy requires Braintric to continue unsafe or unlawful work.

15. Cancellation because of delay or service failure

This Policy distinguishes between a voluntary cancellation and a cancellation right that arises because of a failure to supply goods or services as required by law. Where the Australian Consumer Law or another applicable law gives a customer the right to cancel because of a major failure, unreasonable delay or other statutory breach, that legal right applies independently of Braintric’s voluntary cancellation procedures.

16. How to request cancellation

Cancellation requests should be sent to Braintric in writing where practicable so there is a clear record of the request. Email is generally the preferred method because it provides a written timestamp and clear record. Please include:

• your name and contact details;
• order, quotation, invoice or job number;
• the goods, booking or service being cancelled;
• the requested effective date; and
• whether you are requesting cancellation or rescheduling.

17. When a cancellation request takes effect

A cancellation request is treated as received when it reaches Braintric’s designated communication channel. For time-sensitive cancellations, customers should obtain confirmation from Braintric that the request has been received and actioned. Sending a message does not guarantee that dispatch, procurement or a scheduled attendance can be stopped if those activities have already occurred before the message is processed.

18. Cancellation confirmation

Where an accepted order, booking or project is cancelled, Braintric will provide confirmation once the cancellation has been processed. Where money is retained, refunded or additionally payable, Braintric will provide a reasonable explanation of the basis for the amount.

19. Contact for cancellations

Braintric Electrical And Automation Engineering Pty Ltd

• Website: braintrical.com.au
• Email: info@braintrical.com.au
• Location: South Penrith NSW 2750 & Victor Crescent, Forest Hill VIC 3131
• Phone: 02 8484 0354
• Mobile: 0426 421 625

• ABN: 65 649 229 292
• ACN: 649 229 292
• NSW Electrical Contractor Licence: 397602C