Acceptance of Terms
1.1. These terms and conditions (the “Agreement”) constitute a legally binding agreement between Wise Appliance Service (Wise Group Au Pty Ltd) (the “Company”) and the Client (the “Client”).
1.2. By engaging the services of the Company, the Client agrees to be bound by the terms and conditions outlined in this Agreement.
Service Call-Out and Other Fees
2.1. The Client acknowledges and agrees to pay a call-out fee as specified by the Company for each service request. The call-out fee will be communicated to the Client prior to scheduling the service, and it will vary depending on the type of appliance and the location of the Client’s property. By engaging the Company’s services, the Client accepts that a call-out fee will be charged regardless of whether any work is carried out.
2.2. The Company’s technician may provide recommendations regarding additional repairs, replacement parts, or necessary maintenance based on their professional assessment of the appliance. The Client has the right to accept or decline the technician’s recommendations. However, please note that if the Client chooses not to proceed with the recommended repairs, maintenance or unit replacement, the call-out fee will still apply and will not be refunded. The Company shall not be liable for any damages or losses resulting from a decision not to proceed with further repairs or technician’s recommendations.
2.3. The call-out fee covers the cost of dispatching a technician to the Client’s premises and conducting an initial assessment of one appliance. Call-out fees exclude all components & parts (if required).
2.4. By accepting the Service Order, the Client acknowledges and agrees to pay the call-out fee in full whether Company performs repairs or not. Payment will be made by cash, or credit card, or by any other method as agreed to between the Client and the Company.
2.5. Fees include the call-out plus the first 30 minutes of service and are non-refundable after the technician’s visit. Additional charges to apply every 10 minutes increment following first 30 minutes, as quoted to the Client by the Company. Surcharges may apply based on distance.
2.6. The Client acknowledges that the standard service fee applies to the repair of a single appliance as outlined in Section 2.3 of this Agreement. In the event that the Client requires repairs for multiple appliances during the same service visit, an additional charge will apply for each additional appliance. The amount of the additional appliance repair charge will be communicated to the Client by the Company.
2.7. Same day booking is attracting an additional 20% surcharge on the call-out fee.
2.8. The Company offers a discount of 10% to seniors and pensioners as a gesture of appreciation for their patronage. To qualify for the seniors and pensioners discount, the Client must provide valid identification or proof of eligibility at the time of booking or service request. The seniors and pensioners discount is applicable to call-out fee services, excluding any other charges, parts, or labour costs associated with the repair service. The Company reserves the right to request updated proof of eligibility for the seniors and pensioners discount at any time.
2.9. The Company offers a discount of $5 on the call-out fee for service bookings made directly through the Company’s official website. To qualify for the website booking discount, the Client must initiate the booking process through the designated online booking system available on the Company’s website. The website booking discount is applicable only to the call-out fee and does not apply to any other charges, parts, or labour costs associated with the repair service. The website booking discount cannot be combined with any other discounts, promotions, or offers unless expressly stated by the Company.
2.10. Cancellations or changes to the scheduled visit should be done at least 24 hours in advance. If the Client fails to provide the required notice or cancel the visit less than 24 hours prior to the technician’s scheduled arrival, a cancellation fee will apply. The cancellation fee amount will be communicated to the Client at the time of booking and will vary depending on the type of appliance and the location of the Client’s property. In case the cancellation fee is refused to be paid by the Client, The Company reserves the right to not accept any future bookings or charge an additional fee if the Client engages the Company again.
2.11. GST applies on all services provided by the Company.
2.12. The call-out fee does not include the cost of any parts or components required for the repair. The cost of parts and components will be quoted to the Client separately. After diagnosing the issue with appliance, the Company’s technician will provide the Client with a detailed quote for the necessary parts and components, if required, including their cost and any applicable taxes. The Company will only proceed with the repair after obtaining Client’s explicit approval and payment on the quoted price for the parts and components.
2.13. Once the Client has accepted a quotation for the required parts and components, no refund will be provided if the Client later has a change of mind or decide not to proceed with the repair. The Company strongly encourages the Client to carefully review and consider the quotation before accepting it to avoid any inconvenience or unnecessary expenses. Labour fees will apply for spare parts fitting job, which will be advised in advance.
2.14. In situations where the Company orders a specific part for a repair job at the request of the Client and the Client subsequently discovers that the part is no longer required, a refund for the unused part will only be possible if the supplier agrees to accept the returned part and issue a refund to the Company. The Client acknowledges that there will be an additional charge, which is intended to cover the costs associated with the return of the unused part, including postage and handling fees incurred by the Company.
3.1. All service requests must be made through the Company’s designated channels, including phone, email, or online booking system.
3.2. The Company will make reasonable efforts to schedule an appointment at the earliest convenience of both parties, but The Company reserves the right to reschedule if necessary.
3.3. By booking services, the Client acknowledges and agrees that technician may need to reschedule the appointment in case of unforeseen circumstances or emergencies. The Company will promptly communicate any necessary changes to the Client.
3.4. The Client agrees to provide accurate and complete information regarding the appliance and its issues during the booking process.
3.5. Free parking should be arranged by the Client. In areas where parking is not free, The Company reserves the right to add this as an additional charge on the invoice.
3.6. The Client must provide technician with safe and unobstructed access to the appliance requiring repair at the agreed-upon time. If the appliance requires disconnection from gas, water, or electricity prior to the repair, the Client must arrange for a safe and proper disconnection before the technician’s arrival.
3.7. The Client acknowledges that failure to provide safe and unobstructed access to the appliance may result in delays, additional charges, or the inability to complete the repair service. The Company reserves the right to refuse or reschedule the repair service if, upon arrival, the technician deems the access to the appliance unsafe or obstructed.
3.8. If the Client is unable to be present during the scheduled service, the Client must arrange for a responsible adult or authorized representative to grant access to the Client’s property and the appliance.
3.9. An adult must be present when an on-site service is being provided.
3.10. If technician arrives at the scheduled appointment and is unable to access the appliance due to reasons beyond the Company’s control, The Company reserves the right to charge a cancellation fee.
4.1. The Company provides a 20-day warranty for repairs performed by its technicians, given that issue is within the same scope of the original reason for initial call out.
4.2. The warranty period begins from the date of completion of the repair.
4.3. The warranty covers the labour only, excluding any new issues or unrelated malfunctions that may arise. Any external issues such as water damage, faulty home electrical systems, blockage, and mice activity are not covered under the Company’s warranty.
4.4. The Client must notify the Company of any warranty claims within the specified warranty period.
4.5. The warranty for spare parts is arranged through supplier. The Company will inform the Client regarding warranty validity on the day of spare part fitting.
4.6. The Company’s repair services may void any existing manufacturer’s warranty on the appliance. It is the Client’s responsibility to verify and understand the impact of the Company’s services on any existing warranties. The Company is not responsible for any denial or limitation of warranty claims by the manufacturer or any damages or losses resulting from the voiding of a warranty.
5.1. In the event of a dispute between the Client and the Company, both parties agree to attempt to resolve the matter through good-faith negotiations.
5.2. If a resolution cannot be reached, either party may seek alternative methods of dispute resolution as permitted by applicable laws.
6.1. The Company strives to provide high-quality repair services and ensure that the work is performed accurately and professionally. In the rare event that the work has been performed incorrectly, resulting in a failure to resolve the stated issue or causing further damage, The Company is committed to rectifying the situation.
6.2. In case the Client wishes to initiate a refund claim, the Client must provide the Company with clear evidence demonstrating that the work has been performed incorrectly, such as detailed photographs, videos, and expert assessments. The Company reserves the right to inspect and verify the evidence before determining the eligibility for a refund.
6.3. Refund eligibility is contingent upon the following conditions:
- The incorrect work is solely attributed to technicians’ actions or negligence.
- The appliance has not been tampered with, modified, or subject to unauthorized repairs by any other parties after service.
- The evidence provided is clear, verifiable, and directly demonstrates the incorrect work performed by technicians.
6.4. If the Client believes that the work has been performed incorrectly and is eligible for a refund, the Client must notify the Company in writing within 5 business days of the completion of the service. The Company will review the evidence provided and, if deemed sufficient, The Company will refund the amount paid for the service within a reasonable period of time. The refund will be issued using the same payment method used for the original transaction unless otherwise agreed upon.
6.5. The refund policy applies solely to the incorrect work performed and does not cover any new issues or damages that may occur after the completion of service. The Company is not responsible for any indirect, consequential, or incidental damages arising from the incorrectly performed work.
6.6. The Company’s liability is limited to the amount paid for the service and excludes any additional costs, such as replacement parts, materials, or third-party services.
7.1. The Company endeavors to provide high-quality and reliable repair services. However, the Client acknowledges that certain circumstances, including complex or unforeseen issues, may affect the repair process.
7.2. The Company shall not be responsible for any damages or losses resulting from any new issues or damages that may occur after the completion of repair service. The Company is also not liable for any damages or losses resulting from the Client’s misuse, improper maintenance, neglect, or unauthorized modifications of the appliance.
7.3. The Company may recommend or provide information regarding third-party services, products, or vendors for the Client’s convenience. However, The Company does not endorse or guarantee the quality, reliability, or suitability of such third-party offerings.
7.4. The Company shall not be liable for any delays or failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to acts of nature, labour disputes, or government regulations.
7.5. The Company’s technicians are independent contractors who provide repair services on behalf of the Company. The Company shall not be held liable for any acts, omissions, errors, or negligence committed by the technicians in the course of providing repair services. Any claims, damages, liabilities, or disputes arising from the technician’s actions or performance shall be raised against the respective technician, and the Client agrees to pursue any such claims directly with the technician.
7.6. The Company disclaims any responsibility or liability for the conduct, qualifications, workmanship, or any damages caused by the technicians. The Client understands that the Company selects technicians based on their qualifications and expertise, but the Company does not control the manner in which the technicians perform their services.
7.7. The Company shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising from the services provided by the technicians.
Confidentiality and Privacy
8.2. The Client agrees that the Company may collect, use, and store personal information for the purpose of providing repair services and communicating with the Client.
Governing Law and Jurisdiction
9.1. This Agreement shall be governed by and construed in accordance with the laws of Australia.
9.2. Any disputes arising under or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of Australia.