Service & Payment Policy
Updated August 2026
Our services include the supply, installation and commissioning of products and equipment. Our pricing is based on the scope of work agreed with you prior to commencement.
Payment
Unless otherwise agreed in writing, payment is due upon completion of the job.
We do not offer customer accounts or credit terms as standard. Any account arrangements, extended payment terms or other credit arrangements must be agreed with us prior to commencement of the work.
Where no prior account arrangement has been approved, payment is required upon completion. We accept payment by cash, credit card or bank transfer.
Additional Work & Variations
Our quoted price covers the agreed scope of work. Additional work requested by you, or work required as a result of circumstances outside the original scope, may incur additional charges.
This may include additional labour, materials, equipment, access requirements, troubleshooting or return visits.
Where reasonably practicable, we will advise you of any additional costs before carrying out the additional work.
Warranty Work
Warranty work is handled in accordance with our Returns, Warranty & Service Policy.
Where a fault is covered by the applicable manufacturer or supplier warranty, our standard warranty labour is generally provided at no additional charge, subject to the access and commercial conditions outlined in that policy.
Warranty service does not waive or alter any outstanding payment obligations relating to other completed work, variations or non-warranty services.
Returns, Warranty & Service Policy
Because we supply and install products as part of a complete service, our returns and warranty policy takes into account both the products supplied and the labour involved in installation.
1. Change-of-Mind Returns
We encourage you to tell us about your requirements and preferences so we can assist you with product selection and help identify the most suitable option.
Once you have selected a product, and particularly once it has been supplied or installed, we do not accept returns, cancellations or provide refunds due to a change of mind.
This includes situations where you:
No longer want the product;
Change your preference after the product has been supplied or installed;
Decide you would prefer a different product or option after making your selection; or
Decide you would prefer a different product after the work has been completed.
Where appropriate, we are always happy to discuss your concerns and see whether there is a reasonable solution. However, any return, replacement, exchange or other resolution relating to a change-of-mind request is at our discretion and is not guaranteed.
2. Faulty or Defective Products
If a product we have supplied and installed develops a fault or stops working during the applicable warranty period, please contact us.
We will assess the issue and, where the product is covered by warranty, arrange an appropriate remedy. Depending on the circumstances, this may include repair, replacement or another remedy available under the applicable warranty and Australian Consumer Law.
We source our products through Australian suppliers and, where required, work with the relevant supplier or manufacturer to resolve warranty claims.
3. Labour During Warranty
Where a product is confirmed to be covered by warranty, we will generally attend and carry out the required warranty work without charging you for our standard labour.
This does not include additional costs arising from unusual or specialised access requirements.
For example, additional charges may apply where warranty work requires:
Scissor lifts;
Elevated work platforms;
Cranes or specialised lifting equipment;
Specialised access equipment; or
Other third-party equipment or services required to safely access the installation.
For domestic installations, we will generally arrange and absorb normal access requirements as part of our warranty service.
For commercial installations, specialised access requirements and associated third-party costs may be charged to you, particularly where equipment such as a scissor lift or elevated work platform is required.
Where reasonably possible, we will advise you of any applicable additional costs before proceeding.
4. Warranty Does Not Cover Damage or Misuse
Warranty coverage applies to faults or defects covered by the applicable product warranty and Australian Consumer Law.
It does not necessarily cover damage caused by:
Misuse or accidental damage;
Incorrect operation;
Unauthorised modification or repair;
Neglect;
External damage or interference;
Conditions outside the product's intended use; or
Other circumstances not covered by the applicable manufacturer or supplier warranty.
If we determine that an issue is not a warranty matter, we will explain the situation and, where possible, provide you with a quote for the required repair or replacement.
5. Contact Us About Any Issue
If you are unhappy with a product, installation or the way something is performing, please contact us as soon as possible.
We would rather have the opportunity to inspect the issue and work with you towards a resolution than leave you unhappy.
Where something we have supplied or installed has gone wrong, we will work with you to determine what has happened and the appropriate way to resolve it.
6. Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Where a product or service does not meet the consumer guarantees provided by the Australian Consumer Law, those rights continue to apply regardless of this policy.
For warranty or service enquiries, please contact us with your invoice or job details and a description of the issue. Photos or videos of the fault may also help us assess the issue and arrange a resolution more quickly.