Critical Information
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AbbiCare Critical Information
Consumer Rights
You have the right to:
Receive products and services that meet Australian Consumer Law standards.
- Ask questions before making a purchase.
- Lodge a complaint if you believe a product or service is faulty or not as described.
- Be treated fairly and respectfully during all communications.
- Contact consumer protection authorities if you believe your rights have not been met.
For more information about consumer rights, visit:
WA Consumer Protection
Business Rights
AbbiCare also has the right to:
- Refuse abusive, threatening, defamatory, or aggressive behaviour.
- End communication where staff feel unsafe, harassed, or intimidated.
- Protect the reputation and integrity of the AbbiCare business and brand.
- Decline dealings where false claims, manipulation, or unreasonable conduct occurs.
Threats, intimidation, harassment, or unlawful conduct may be referred to relevant authorities where necessary.
Complaint Handling
How To Lodge A Complaint
If you are dissatisfied with a product or service, we encourage you to contact us directly so we can work toward a fair resolution promptly
Please:
- Clearly explain the issue.
- Provide relevant photos or supporting information where applicable.
- Contact us by phone or email.
- Outline the outcome you are seeking.
We aim to acknowledge complaints within 24 business hours and work toward resolving matters as promptly as reasonably possible.
Complaint records may be retained internally as part of our continuous improvement process
Returns & Refunds
Please read our full Returns & Refunds Policy before purchasing:
The Returns & Refunds Policy outlines important information relating to:
- Consumer guarantees
- Faulty or damaged products
- Change of mind requests
- Refund eligibility
- Return procedures
- Warranty claims
Services
AbbiCare may provide services relating to:
- Electric wheelchair support and setup
- Product guidance
- SOS GPS pendant setup assistance
- General product assistance
Applicable service charges may include GST where required by Australian Law.
Note: As a portable folding electric wheelchair specialist in Perth, we may be able to service most brands or unbranded models, should you have trouble with service and/or repairs due to online buying we may be able to help subject to availability of parts and supplier responses. Please call us so we can get you moving again.
Product Information & Warranty
Unless otherwise stated on the individual product page, products supplied by AbbiCare include a standard 12-month warranty covering manufacturing faults.
Warranty does not apply where products have been:
- Misused
- Modified without approval
- Damaged through neglect or improper handling
- Repaired by unauthorised persons
- Exposed to misuse, accidents, or water damage outside intended use
Australian Consumer Law guarantees apply in addition to any manufacturer warranty.
For more information about Australian Consumer Law, visit:
ACCC Consumer Guarantees
Website Security & Privacy
AbbiCare uses commercially reasonable security measures to help protect customer information and website transactions.
Our website may utilise:
- SSL encryption
- Secure hosting technologies
- Cookies and analytics tools
While reasonable precautions are taken, no online system can be guaranteed completely secure.
We recommend customers:
- Only purchase from websites displaying secure HTTPS connections.
- Verify payment requests directly with the business where uncertain.
- Contact us immediately if suspicious communications claiming to be from AbbiCare are received. Example of a spam email: accounts@abbicore.com.au < abbicore is not our email | PayNow@abicare.com < abi?
Official AbbiCare emails will only come from:
- @abbicare.com.au
Third-Party Websites
Our website may contain links to third-party websites for informational purposes.
AbbiCare is not responsible for the content, privacy practices, products, or services of external websites.
Users access third-party websites at their own discretion and risk.
Marketing Communications
Customers or subscribers may receive:
- Product updates
- Blog notifications
- Promotional information
- Important customer service announcements
You may unsubscribe from marketing communications at any time.
AbbiCare does not sell customer information to third parties.
Public Comments & Defamation
AbbiCare reserves the right to remove comments, reviews, or public content that is:
- False
- Misleading
- Defamatory
- Threatening
- Abusive
- Offensive
AbbiCare has worked hard to build and maintain its reputation and professionalism within the mobility and disability support sector.
AbbiCare reserves the right to respond appropriately to false, misleading, defamatory, or malicious public statements where permitted under Australian law.
GPS & SOS Pendant Information
GPS safety pendants and tracking devices rely on:
- Mobile network coverage
- GPS satellite positioning
- SIM card services supplied by third-party telecommunications providers
AbbiCare is not responsible for:
- Mobile network outages
- Signal limitations
- Telco billing disputes
- Third-party service interruptions
Customers are responsible for understanding their chosen SIM provider’s fees, coverage, and service conditions.
AbbiCare provide Telstra simcards if they carry out the set up, however, abbicare is not responsible for low signal areas and the customer must inform abbicare is this is the case knowingly.
Rental Equipment
Rental Payments
All rental equipment supplied by AbbiCare must be paid for upfront prior to collection, delivery or use unless otherwise agreed in writing.
Rental periods, extension fees, delivery charges, collection charges and bond requirements (if applicable) will be advised before supply.
Identification Requirements
Customers are required to provide valid government-issued photo identification and current contact details before rental equipment is released.
AbbiCare reserves the right to refuse rental where identification or verification requirements are not satisfied.
Payment Authority & Late Returns
The customer authorises AbbiCare to securely retain a payment method on file for the duration of the rental period and any outstanding balance period thereafter.
By renting equipment from AbbiCare, the customer agrees that AbbiCare may process charges relating to:
- Approved rental fees;
- Rental extensions;
- Late return charges;
- Overdue accounts;
- Damage, repair or replacement costs;
- Cleaning fees; and
- Any other agreed charges relating to the rental equipment.
Customers agree to notify AbbiCare as soon as possible if rental equipment will be returned late or if circumstances arise that may delay return.
Failure to communicate delayed returns may result in additional rental charges and/or recovery action where reasonably required.
All payment information is handled in accordance with applicable Australian privacy and payment processing requirements.
Payment Security & Recurring Payment Authority
- Cancellation & Changes: Customers may withdraw this ongoing payment authorization at any time by providing written notice via email at least 7 days before the next scheduled billing date.
- Failed Payments: In the event an automatic transaction is declined, the customer remains responsible for unpaid balances, and AbbiCare reserves the right to pause services or rentals until a valid payment method is updated.
Privacy & Data Retention
Customer information collected for payment processing, rental verification, or account management is handled strictly confidentially. In compliance with the Privacy Act 1988 (Cth), your data is retained only where reasonably required for business, legal, accounting, or warranty purposes, and is protected against unauthorized access.
Acceptance Of Terms
By purchasing, renting, booking or using products and services supplied by AbbiCare, the customer acknowledges that they have read, understood and agreed to these terms and conditions.
Acceptance may occur through:
- Placing an order;
- Making payment;
- Using rental equipment;
- Accepting delivery;
- Booking a service; or
- Continuing to use products or services supplied by AbbiCare.