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Payments, Cancellations & Refunds Policy

Effective Date: October 6, 2026

At Wandering EMU, we aim to be clear about costs before work begins and to provide services to a high standard.

This policy explains how payments, cancellations, refunds and issues with services are handled.

This policy is subject to applicable consumer protection laws in British Columbia and Canada. Nothing in this policy is intended to remove or limit any rights you may have under applicable law.

1. Payment for Services

Unless otherwise agreed, payment is due when the agreed work is completed.

For larger installations or projects requiring significant parts or materials, Wandering EMU may require:

  • A deposit before work begins

  • Payment for parts or materials before they are ordered

  • Progress payments during the project

  • Full or partial payment before equipment is released or returned

Any required deposit or payment schedule will be communicated before the work is approved.

2. Quotes and Estimates

A quote covers the specific work and materials described in the quote.

An estimate is an approximate indication of the expected cost and may change if additional work, parts or materials are required.

If additional work is identified, Wandering EMU will communicate the change and, where reasonably practicable, obtain customer approval before proceeding.

Diagnostic and troubleshooting work may be charged even if the underlying fault cannot ultimately be repaired.

3. Cancelling an Appointment

If you need to cancel or reschedule an appointment, please provide as much notice as possible.

Wandering EMU may charge a reasonable cancellation or call-out fee where:

  • An appointment is cancelled without reasonable notice

  • Andy has already travelled to the job

  • Special-order parts have already been purchased

  • Labour or other costs have already been incurred specifically for the job

Any cancellation fee will be communicated to the customer where reasonably practicable.

4. Deposits

Deposits may be required for larger projects, special-order parts or custom installations.

A deposit may be used to cover costs already incurred for the project, including parts, materials, labour or other expenses.

Where a customer cancels a project, any refund of a deposit will be assessed based on costs already incurred and applicable consumer protection laws.

Special-order or non-returnable parts may not be refundable where the supplier will not accept a return.

5. Parts and Materials

Where Wandering EMU supplies parts or equipment, refunds or replacements will generally be subject to the return and warranty policies of the manufacturer or supplier.

If a supplied part is defective, Wandering EMU will work with the customer to determine an appropriate solution, which may include repair, replacement or warranty assistance where available.

Manufacturer warranties do not necessarily cover labour associated with removing, diagnosing or replacing a failed component.

6. Customer-Supplied Parts

Customer-supplied parts and equipment are generally not refundable by Wandering EMU.

If customer-supplied equipment is defective, incompatible or unsuitable for the intended application, additional labour or replacement costs may apply.

Any warranty or refund relating to customer-supplied equipment is the responsibility of the original supplier or manufacturer.

7. Custom Installations

Custom installations are designed and built for the customer's specific requirements.

Because custom work may involve specially ordered parts, materials and labour, refunds are not generally available simply because a customer changes their mind after work has commenced.

If the customer wants to change the scope of a project, Wandering EMU will discuss the available options and any additional costs before proceeding where reasonably practicable.

8. Troubleshooting and Diagnostic Services

Troubleshooting involves investigating a problem and identifying its likely cause.

A diagnostic service is considered provided when Wandering EMU has carried out the agreed diagnostic work, even if the underlying fault cannot be repaired during that visit.

For this reason, diagnostic and troubleshooting fees are generally not refundable once the agreed diagnostic work has been performed.

If the problem is found to require additional repairs or parts, those costs will be discussed separately.

9. Refunds for Services

If you believe there is a problem with the workmanship or service provided by Wandering EMU, please contact us as soon as possible.

We will review the issue and, where appropriate, provide an opportunity to correct the problem.

Depending on the circumstances, an appropriate resolution may include:

  • Correcting the workmanship

  • Re-performing part of the service

  • Replacing a defective supplied component

  • Providing a partial refund

  • Providing another reasonable remedy

The appropriate remedy will depend on the nature of the issue and the rights available to the customer under applicable law.

10. When a Refund May Not Be Available

A refund may not be available where the issue is caused by:

  • Pre-existing faults or defects

  • Existing wiring or equipment

  • Customer-supplied parts or equipment

  • Manufacturer defects

  • Normal wear and tear

  • Misuse or neglect

  • Accidental damage

  • Water damage or corrosion

  • Modifications made by another person after our work

  • Failure of unrelated equipment

  • Changes requested by the customer after the work was completed

  • Conditions outside Wandering EMU's reasonable control

This does not affect any rights or remedies that cannot legally be excluded under applicable law.

11. Incorrect or Unnecessary Work

If you believe work was performed incorrectly, unnecessarily or outside the agreed scope, please contact Wandering EMU before arranging for another person to carry out corrective work, where reasonably possible.

This gives Wandering EMU a reasonable opportunity to inspect the issue and determine an appropriate solution.

Where immediate action is required for safety or to prevent further damage, please take reasonable steps to protect the equipment and contact Wandering EMU as soon as possible.

12. Refund Processing

Where a refund has been approved, it will generally be issued using the original payment method where reasonably possible.

Processing times may depend on the payment provider or financial institution.

Wandering EMU is not responsible for delays caused by third-party payment processors or financial institutions.

13. Consumer Rights

Nothing in this policy is intended to limit or exclude any consumer rights, guarantees, warranties or remedies that apply under British Columbia or Canadian law.

Where applicable law provides a customer with rights that are greater than those described in this policy, those rights will continue to apply.

14. Questions About Payments or Refunds

If you have a question about an invoice, payment, cancellation or refund, please contact Wandering EMU:

Wandering EMU
Nanaimo, British Columbia, Canada

Email: admin@wanderingemu.com
Phone: 250 777 1737

We will make reasonable efforts to review and resolve payment or refund concerns promptly.

Policy Effective Date: October 6, 2026

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