Terms of service

JR GAS & WATER (INSTALLED TODAY) – TERMS OF SERVICE, DELIVERY, INSTALLATION, PAYMENT AND WARRANTY TERMS

1. Overview

1.1 This website is operated by Installed Today. Throughout these Terms, the expressions “Installed Today”, “we”, “us” and “our” refer to Installed Today and JR Gas & Water

1.2 These Terms govern access to and use of our website, the purchase of any goods from us, the booking of any installation or related services, and any related dealings between us and the customer.

1.3 By accessing our website, placing an order, purchasing goods, booking installation, requesting a quote, or engaging us to supply goods or services, you agree to be bound by these Terms.

1.4 If you do not agree to these Terms, you must not use our website or purchase goods or services from us.

1.5 We may update these Terms from time to time by publishing the revised version on our website. Continued use of our website or services after any update constitutes acceptance of the revised Terms.

1.6 Our online store is hosted on Shopify Inc., which provides the e-commerce platform that allows us to offer products and services to customers.

2. Online Store Terms

2.1 By using this website or placing an order, you represent that you are at least the age of majority in your State or Territory of residence, or that you have authority to act on behalf of the person or entity purchasing the goods or services.

2.2 You must not use our website, products or services for any unlawful, fraudulent or unauthorised purpose.

2.3 You must not transmit any worms, viruses, malware or destructive code.

2.4 You agree to provide accurate, current and complete account, contact, payment, delivery and installation information, and to promptly update such information where required.

2.5 A breach of these Terms may result in cancellation of your order, suspension of services, refusal of future supply, legal action, or any other remedy available to us.

3. General Website Conditions

3.1 We reserve the right to refuse service, reject or cancel orders, limit quantities, or decline to deal with any person at any time, to the extent permitted by law.

3.2 Headings in these Terms are for convenience only and do not affect interpretation.

3.3 We may provide access to third-party tools, websites or links. These are provided on an “as is” and “as available” basis, and we are not responsible for their content, accuracy, terms or availability.

3.4 Any ideas, comments, reviews, suggestions or other content submitted to us may be used by us without restriction, subject to applicable law.

3.5 Your submission of personal information through the website is governed by our Privacy Policy.

4. Products, Pricing and Availability

4.1 All product descriptions, service descriptions, specifications, freight estimates, pricing, availability and promotional offers are subject to change at any time without notice.

4.2 Certain products or services may only be available online and may be available in limited quantities.

4.3 We make reasonable efforts to ensure product descriptions, images and pricing are accurate, however errors, omissions and inaccuracies may occasionally occur. We reserve the right to correct any such error and to cancel or amend orders affected by such error.

4.4 We reserve the right to limit or refuse any order placed with us, including where we reasonably suspect the order is fraudulent, commercially unsuitable, outside our service area, or otherwise impractical to fulfil.

4.5 Unless expressly stated otherwise, product suitability remains the customer’s responsibility, subject to any rights the customer may have under Australian Consumer Law.

5. Delivery Terms

5.1 Delivery Areas

5.1.1 We deliver directly only to selected metro and approved service areas.

5.1.2 Our direct delivery areas may include:

  • Queensland: Brisbane excluding Bay Islands, Gold Coast, Sunshine Coast, Toowoomba, Mackay, Rockhampton, Townsville, Cairns

  • New South Wales: Sydney, Newcastle, Coffs Harbour, Wollongong, Albury

  • Victoria: Melbourne, Geelong

  • South Australia: Adelaide

  • Western Australia: Perth

  • Australian Capital Territory: Canberra

  • Northern Territory: Darwin

  • Tasmania: Hobart

5.1.3 Delivery areas may change without notice.

5.1.4 Where an address is outside our approved direct delivery network, including Bay Islands and similar locations, the customer must provide a mainland delivery address or arrange collection/freight through a Brisbane-based transport provider approved by us.

5.2 Estimated Delivery Timeframes

5.2.1 Standard delivery is generally estimated at 2 to 8 business days.

5.2.2 Express delivery is generally estimated at 1 to 4 business days.

5.2.3 Same-day delivery may be available in selected Brisbane metro areas for eligible products ordered before the applicable daily cut-off, subject to stock, vehicle, labour and weather availability.

5.2.4 All delivery timeframes are estimates only unless expressly stated in writing as guaranteed.

5.3 Same-Day Delivery

5.3.1 Same-day delivery requires:

  • the order to be placed before 7:00am on a business day;

  • stock to be available;

  • the selected product and location to qualify;

  • the correct same-day or priority freight option to be selected and paid for; and

  • no weather, access, routing or operational issue preventing completion.

5.3.2 Orders placed after the cut-off may be moved to the next available business day.

5.4 Tracking and Dispatch

5.4.1 Once dispatched, tracking or delivery updates may be issued by email, SMS or other electronic communication.

5.4.2 Tracking may take up to 48 hours to update after dispatch.

5.5 Weather Delays

5.5.1 Deliveries may be delayed by wet weather or unsafe conditions, particularly where manual unloading is required or where electrical or WHS risks arise.

5.5.2 Such delays do not constitute breach or entitle the customer to compensation.

5.6 Express Delivery Adjustment

5.6.1 If express freight is purchased and the order exceeds the stated express delivery estimate, we may reclassify the order to standard freight and refund the express freight surcharge only.

5.7 Delivery Acceptance

5.7.1 The customer must inspect goods immediately upon delivery.

5.7.2 Any visible freight damage, missing goods or incorrect goods must be reported immediately while the driver or courier is still on site where reasonably possible.

5.7.3 Failure to promptly inspect and notify may prejudice freight or damage claims, particularly where the damage was visible on delivery.

6. Installation Services – General

6.1 Installation is an optional service. Not all products include installation.

6.2 Installation may be provided by Installed Today directly or by a licensed, qualified and approved contractor engaged by or through Installed Today.

6.3 Where installation is purchased, the customer acknowledges that installation timing, attendance and any ancillary trades may depend on site suitability, stock availability, trade availability, weather, traffic, access, required approvals and the existing condition of the site and services.

6.4 Installation fees may be prepaid at checkout or, where permitted, may be payable directly to the installer or trade contractor.

6.5 Where a product is purchased with installation, the customer agrees that product supply and installation may have separate components, separate costs and separate attendance requirements.

6.6 We may allocate, reallocate or reschedule installers or trades as reasonably required.

7. Installation Booking and Timeframes

7.1 Same-Day Installation Cut-Off

7.1.1 Guaranteed same-day installation requires the order to be placed before 7:00am, the product to qualify, and the required same-day or priority delivery/installation option to be selected where applicable.

7.1.2 Orders placed after 7:00am may be completed the next business day or later, subject to availability.

7.2 Weekend and Public Holiday Installation

7.2.1 Weekend or public holiday installation must generally be booked by 12:00pm one business day prior, subject to availability.

7.3 Discounted Installation Windows

7.3.1 Discounted installation pricing for 5-business-day, 10-business-day and 20-business-day install windows is offered strictly on the basis that:

  • the installation will occur on a day and time chosen by us or our contractor within the applicable booking window; and

  • the customer accepts flexible scheduling within that window.

7.3.2 Installation dates are generally issued within 24 hours of order approval.

7.3.3 If the customer is unavailable for the date issued, the customer must notify us within 24 hours of being advised. Failing that, the booking is deemed accepted.

7.3.4 Discounted install options are based on route planning, postcode batching, regional grouping, reduced travel costs and labour efficiencies.

7.3.5 Customers requiring a specific attendance date or narrower scheduling window may not qualify for discounted install rates and may be charged at the applicable priority or standard rate.

7.4 Public Holiday and Rain Extensions

7.4.1 We may extend any stated installation window of up to 5, 10 or 20 business days by up to one additional week where the booking period includes:

  • two or more public holidays; and/or

  • qualifying rain days within any 7-day period.

7.4.2 For the purpose of this clause:

  • a rain day for standard works means rainfall of 10mm or more in 24 hours;

  • for solar works, any unsafe rain condition may postpone attendance.

7.4.3 Any such extension does not constitute breach and does not entitle the customer to damages, compensation or cancellation rights beyond those otherwise provided in these Terms.

7.5 Electrical Add-On Timeframes

7.5.1 Where electrical add-ons are purchased outside a standard included disconnect/reconnect, including new circuits, extensions, upgrades, timers, power points, connection changes or conversion works, those electrical works are generally targeted to be completed within 5 business days of order processing.

7.5.2 The electrician or contractor will generally issue an attendance time within 48 hours of order processing.

7.5.3 Electrical add-on timeframes are separate from plumbing/hot water installation timeframes.

7.5.4 Where possible, the system itself may still be made operational pending completion of the electrical add-on.

8. Scope of Standard Installation

8.1 Unless expressly stated otherwise in writing, a standard installation applies only to an external, ground-floor, like-for-like replacement with compliant existing services and safe, unobstructed access.

8.2 A standard installation generally includes:

  • installation of the purchased hot water system;

  • fitting of purchased accessories or valve kits where included in the order;

  • standard plumbing or reconnection works required for the included scope;

  • standard electrical disconnect/reconnect for eligible like-for-like systems where expressly included;

  • standard gas compliance assessment and certification where applicable;

  • compliance documentation such as QBCC Form 4 where applicable and required;

  • removal of the old unit where expressly included.

8.3 A standard installation does not include, unless separately purchased or expressly stated:

  • relocation of the unit;

  • internal installations;

  • plumbing modifications;

  • gas upgrades or gas main alterations;

  • electrical upgrades, connection changes, rewiring or new circuits;

  • non-standard valves, fittings, trays, drains, support bases or pipework;

  • access equipment, lifting equipment or extra labour;

  • site rectification;

  • building, carpentry, patching, painting or reinstatement works;

  • disposal, unless purchased or included.

8.4 If a valve kit or other accessory is required for compliance or proper operation and has not been purchased, additional charges will apply.

8.5 Where a valve kit is purchased and the product listing states it includes pipework allowance, up to 2 metres of pipework may be included as specified.

9. Like-for-Like Replacement Definition

9.1 A like-for-like replacement means replacement of an existing system with the same system type in the same external location, without substantial change to existing plumbing, gas, electrical, base, drainage or ventilation infrastructure.

9.2 Examples may include:

  • electric storage to electric storage;

  • heat pump to heat pump;

  • gas storage to gas storage;

  • continuous flow to continuous flow.

9.3 The following are not standard like-for-like replacements and may require separate purchased works:

  • electric storage to heat pump;

  • heat pump to electric storage;

  • gas storage to electric or heat pump;

  • continuous flow to electric or heat pump;

  • any relocation;

  • any increase in electrical load;

  • any change in electrical connection type;

  • any change in gas demand;

  • any work requiring new circuits, extensions, gas upgrades, drainage rectification or support base changes.

10. Compliance and Technical Requirements

10.1 By purchasing installation, the customer confirms that the existing site and services satisfy the requirements stated on the product page and in these Terms unless otherwise disclosed and approved in writing before attendance.

10.2 Base and Position

10.2.1 The system must be installed on a solid, stable, manufacturer-approved and level base.

10.2.2 If no suitable compliant base exists, a new base or support must be purchased separately unless already included.

10.3 Valves and Pipework

10.3.1 All required valves, fittings and associated pipework must be present, compliant and serviceable unless replacement items are purchased.

10.3.2 Missing, faulty, incompatible or non-compliant valves or pipework will require additional purchased works.

10.4 Tempering Valve Requirements

10.4.1 Where required by law, including under AS/NZS 3500.4 and related plumbing requirements, a compliant tempering valve must be fitted.

10.4.2 Storage systems may require a tempering valve as part of a standard valve kit where stated.

10.4.3 Continuous flow, instant or other units capable of delivering 60°C water require a compliant tempering solution where legally required and where one is not already present.

10.5 Drainage

10.5.1 PTR and ECV drain lines must discharge compliantly.

10.5.2 If drain lines are missing, non-compliant, hard-plumbed in a non-compliant manner, incorrectly terminated, too distant, or otherwise unsuitable, rectification works will be additional unless already included in the purchased scope.

10.6 Gas and Electrical Suitability

10.6.1 Existing gas supply, pipe sizing, regulators, ventilation and electrical supply must be suitable and compliant for the new system.

10.6.2 Where additional gas or electrical work is required due to increased load, change of system type, change of connection type, inadequate existing supply or non-compliance, separate additional charges will apply.

10.7 Electrical Requirements

10.7.1 Any change to electrical load, circuit arrangement, system type, hardwired/leaded connection type, circuit length or point of connection is outside a standard installation unless specifically included.

10.7.2 A dedicated electrical extension, upgrade or new circuit package may be required.

10.7.3 All electrical work must comply with current Australian Standards, legislation and supply authority requirements.

10.8 Ventilation and Clearances

10.8.1 Gas systems must have adequate ventilation and lawful clearances from windows, doors, openings, ignition sources and other restricted locations.

10.8.2 Any relocation or altered position must satisfy manufacturer and legislative clearance requirements.

10.9 Heating Element Specification

10.9.1 Most electric storage systems are supplied with a standard 3.6kW element unless stated otherwise.

10.9.2 Where an alternative element size is required due to tariff, site limitations, electrical constraints or customer selection, that element may be supplied separately and not pre-fitted.

10.9.3 If installation is included and the correct alternate element has been purchased, we or our contractor will fit that element at installation without additional labour charge unless otherwise stated.

10.9.4 For supply-only orders, any element replacement or changeover is the customer’s responsibility and must be undertaken by a licensed electrical contractor.

11. Site Access Requirements

11.1 The customer must provide safe, clear, unobstructed and lawful access to the work area and ensure the site is ready for attendance.

11.2 Standard installation access requires:

  • external access unless an internal installation has been expressly approved in writing;

  • ground-floor positioning;

  • at least 1 metre of clear, level access;

  • the ability for an installer to walk upright to the installation location;

  • sufficient space to trolley the unit from the vehicle to the work area;

  • the ability for the work to be completed from ground level by a single installer unless otherwise agreed.

11.3 Access will be considered restricted or non-standard if any of the following apply:

  • less than 1 metre of clear or level access;

  • inability to walk upright to the location;

  • access requiring removal or relocation of items, structures or appliances;

  • internal access through a house or building;

  • access under houses, decks or low-clearance areas;

  • stairs, steep driveways, retaining walls, rocks or uneven terrain;

  • ladders, work platforms, scaffold, lifting equipment or similar access methods are required;

  • the system cannot be safely moved by trolley by one person;

  • access involves neighboring property or third-party land;

  • the work area has under 2 metres of head clearance;

  • any other condition making standard attendance unsafe, slower or non-compliant.

11.4 If access issues are not disclosed before booking and are identified on or before attendance, we may:

  • charge additional labour and equipment fees;

  • require extra installers;

  • postpone the job;

  • cancel the attendance;

  • charge return visit or reattendance fees;

  • require prepayment of the additional scope before rebooking.

11.5 The customer is solely responsible for clearing access to the work area unless separate removal or relocation services are specifically quoted.

11.6 We are not responsible for reinstating any items moved, removed, dismantled or disturbed to gain access unless reinstatement is separately quoted in writing.

12. Definition of External Installation

12.1 An external installation means a hot water system installed outside the building line of the main dwelling or structure.

12.2 Unless expressly approved in writing before attendance, an external installation does not include:

  • under houses, decks or subfloor spaces;

  • garages, sheds or enclosed outbuildings unless sufficiently open and compliant with ventilation, drainage and manufacturer requirements;

  • any enclosed or semi-enclosed location not compliant with applicable regulations or manufacturer instructions.

12.3 All external installations must be fully accessible, weather-exposed where required, and compliant with applicable laws, standards and manufacturer requirements.

13. Site Safety, Animals, Intoxication and Hazardous Conditions

13.1 General Site Safety

13.1.1 The customer must ensure the path to site and the work area are clean, stable and safe.

13.1.2 The site must be free from rubbish, sharp hazards, trip hazards, unsafe ground, unsecured animals, dangerous insects, exposed waste, and any other condition that may endanger people or property.

13.2 Alcohol, Drugs and Prohibited Substances

13.2.1 For WHS, safety and insurance reasons, if on arrival or during attendance our staff reasonably believe that:

  • any person on site is intoxicated or under the influence of alcohol or drugs;

  • any person is actively consuming alcohol or drugs;

  • there are drug-related items, drug residue, illicit substance equipment or other prohibited substance-related hazards present;
    then our staff may cease work immediately and leave the site.

13.2.2 Such attendance will be treated as a same-day cancellation by the customer.

13.2.3 In that event:

  • a cancellation fee of 75% of the quoted installation value will apply;

  • any travel, labour, wasted attendance or equipment recovery costs will be payable in full; and

  • any future attendance will be at our sole discretion.

13.3 Animals

13.3.1 All animals, including pets and livestock, must be fully restrained, isolated or removed from the work area and any access path during attendance.

13.3.2 Any animal displaying aggressive, unpredictable, protective or territorial behaviour must be removed or securely confined before work commences.

13.3.3 Our staff may determine in their sole reasonable discretion whether an animal presents a risk.

13.3.4 If animals are unsecured, interfere with the work, or create a safety risk, our staff may cease work and leave the site.

13.3.5 Such attendance will be treated as a same-day cancellation and a fee of 75% of the quoted installation value will apply, plus any reattendance or additional labour charges.

13.3.6 Where there is a serious safety or animal welfare concern, we may notify an appropriate authority where lawful and appropriate.

13.3.7 The customer indemnifies us against all liability, delay, injury, loss, cost or damage arising from animals on or near the site.

13.4 Environmental Hazards and Contamination

13.4.1 The customer must ensure the site is free from hazardous conditions including, without limitation:

  • chemical storage, leaks or spills;

  • flammable or explosive materials;

  • hazardous fumes or gases;

  • contaminated soil;

  • mould, infectious waste or medical waste;

  • asbestos or suspected asbestos-containing material;

  • damaged sewerage systems;

  • exposed septic tanks or pits;

  • wastewater pooling;

  • biological contamination; and

  • any other condition posing a WHS, health, environmental or public safety risk.

13.4.2 If such conditions are found on or after attendance, our staff may cease work immediately and vacate the site.

13.4.3 Such attendance will be treated as a same-day cancellation and a fee of 75% of the quoted installation value will apply, plus any travel, labour, wasted attendance, third-party or recovery costs.

13.4.4 If specialist management, environmental control, remediation or third-party attendance is required, the customer must pay all related costs, including labour and third-party expenses.

13.4.5 We are not obliged to reattend until the site is made safe and compliant.

14. Additional Work, Restricted Access Charges and Extra Fees

14.1 Any work outside the standard included installation scope will attract additional charges.

14.2 Additional work may be identified:

  • at quoting stage;

  • after photos are reviewed;

  • on arrival;

  • during disconnection;

  • during installation; or

  • after compliance defects are uncovered.

14.3 Where practical, we or our installer will provide a quote or rate confirmation before proceeding.

14.4 Certain additional works may be mandatory for legal compliance, safe operation, manufacturer requirements or completion of the installation. Such works are not optional if required to lawfully complete the job.

14.5 Unless otherwise quoted, additional labour for restricted access, access clearing, access delays or non-standard attendance may be charged at $140 per hour, billed in 15-minute increments.

14.6 Additional installer charges, where more than one installer is required for safety or access reasons, are $180 per additional person unless otherwise quoted.

14.7 Return visits required due to access issues, site unreadiness, customer unavailability, unsafe conditions, missing preconditions or similar customer-side issues will incur a flat return visit fee of $300, plus any additional labour, travel, equipment or personnel charges.

14.8 Machinery, lifting or special equipment costs are charged at cost plus 15%.

14.9 Common obstructions or causes of extra charges include, without limitation:

  • internal installations not previously disclosed;

  • screens, lattice, fences or gates;

  • awnings or shade structures;

  • planters or garden beds;

  • air conditioners;

  • water tanks;

  • steep or uneven driveways;

  • stairs;

  • rocks or boulders;

  • retaining walls;

  • open pits, holes or trenches;

  • under-house access;

  • access through the internals of a dwelling;

  • neighboring property access;

  • under 2m head clearance;

  • any location not on level ground, except where a compliant continuous flow arrangement remains safely accessible;

  • any work requiring ladders, platforms, scaffold or similar equipment;

  • any situation preventing safe trolley movement by one installer.

14.10 Homeowners, occupants, tenants, friends or family members may not act as labourers, assistants, lifting support or spotters during installation. Only our authorised staff or contractors may perform installation labour.

14.11 Additional quoted works must be paid as directed by us or the contractor. Any discounts applied for same-day or prompt payment may be removed if payment is not made within the stated time.

14.12 Indicative additional works and optional extras may include, but are not limited to:

  • gas main upgrades;

  • LPG regulator replacement;

  • LPG restraints;

  • additional pipework;

  • electrical extension or rewiring;

  • RCBO or switchgear upgrades;

  • internal installation surcharge;

  • safe tray and valve assemblies;

  • support bases;

  • excavation;

  • element swaps;

  • fixture removal or relocation;

  • disposal charges;

  • new electrical circuits;

  • roof solar removal;

  • system relocations;

  • key collection/drop-off for property managers.

14.13 Any published extra-work pricing is indicative only and may change from time to time unless fixed in writing for a specific order.

15. Cancellation, Rebooking and On-Site Non-Completion

15.1 Installation and trade attendances involve scheduling, labour allocation, dispatch, routing and preparation costs. Cancellation and rebooking fees apply accordingly.

15.2 Cancellation Within One Week of Booked Date

If the customer cancels or requests rebooking within one week of the booked date, a fee equal to 25% of the installation value applies.

15.3 Cancellation Within One Business Day

If the customer cancels or requests rebooking within one business day of the booked date, a fee equal to 50% of the installation value applies.

15.4 On-Site Cancellation / Non-Completion

If we or our contractor attend site and are unable to complete the work because of:

  • incorrect product selection;

  • incorrect assumptions by the customer about what is included;

  • required accessories, valve kits, circuits or upgrades not being purchased;

  • restricted access or unsafe access;

  • unsafe site conditions;

  • animal, intoxication or hazard issues;

  • non-compliant or unsuitable existing services;

  • customer refusal to approve mandatory additional work;

  • customer unavailability; or

  • any other customer-side issue preventing lawful completion,
    then a fee of up to 75% of the installation value may apply, together with any travel, labour, additional trade, return visit, recovery or wasted attendance costs.

15.5 Where installation does not proceed because mandatory additional works are required and the customer declines them, the attendance is treated as a failed install due to unsuitable site conditions or incorrect purchase assumptions, not a fault by us.

15.6 If goods have already been delivered, product return charges, freight charges, card fees, STC deductions and other applicable deductions may also apply.

16. STC Terms

16.1 Where the price of a heat pump or eligible system has been reduced by reference to Small-scale Technology Certificates (STCs), that reduction forms part of the commercial basis of the sale.

16.2 If:

  • the installation is cancelled;

  • the installation cannot proceed;

  • the customer is ineligible for STCs;

  • the property is ineligible;

  • the installation does not meet the eligibility criteria; or

  • the STCs cannot be validly claimed for any customer-side reason,
    then the customer must repay the value of the STCs originally applied.

16.3 Unless otherwise specified, STCs are calculated at $40 per STC.

16.4 Any refund or credit on an affected order will be reduced by the applicable STC amount.

16.5 The customer warrants that all information provided in relation to STC eligibility is true and accurate.

16.6 If STC ineligibility is discovered after pricing has been applied, the customer must pay the full STC amount within 7 days of invoice.

17. Returns, Refunds and Change of Mind

17.1 Nothing in these Terms excludes, restricts or modifies any right or remedy available under Australian Consumer Law.

17.2 Change of Mind

17.2.1 We do not provide refunds for change of mind.

17.2.2 If, in our absolute discretion, we agree to accept a return or cancellation for change of mind, we may offer store credit rather than a cash refund.

17.2.3 Any approved return, credit or refund may be reduced by:

  • outbound and return freight;

  • restocking charges;

  • merchant or card processing fees;

  • handling and administration costs;

  • pickup costs;

  • any other cost already incurred by us.

17.3 Return Timeframe

17.3.1 Any request for an approved discretionary return must usually be made within 7 days of receipt of the goods.

17.3.2 For installation orders where stock is delivered to us or held in readiness for the job, the relevant date may run from the supplier delivery date into our possession.

17.4 Return Eligibility

17.4.1 To be eligible for any approved return, goods must be:

  • unused;

  • uninstalled;

  • complete;

  • in original packaging; and

  • in saleable condition.

17.4.2 Goods that are installed, used, soiled, damaged, incomplete, customised, special-order, clearance or made-to-order are not eligible for change-of-mind return unless required by law.

17.5 Return Deductions

17.5.1 Approved returns may attract:

  • a 25% restocking and pickup fee, up to $500, for standard products; and

  • for heat pumps, a 25% restocking fee of the total purchase value unless otherwise stated.

17.5.2 Orders placed outside our approved service area or incorrect orders placed by the customer may also incur card fee deductions, including:

  • 2% for Visa/Mastercard transactions;

  • 3% for American Express transactions.

17.6 Damaged or Incorrect Goods

17.6.1 The customer must inspect goods immediately on delivery and report any visible freight damage or incorrect supply without delay.

17.6.2 Visible freight claims may be refused where the delivery was accepted without notation and no prompt notice was provided.

17.7 Refund Timing

17.7.1 Any approved refund will generally be processed to the original payment method within 5 business days of approval, less all applicable deductions.

18. Workmanship and Labour Warranty

18.1 We provide a 3-month workmanship and labour warranty from the date of installation.

18.2 This warranty covers faults directly caused by installation workmanship.

18.3 This warranty does not cover manufacturer faults, product defects or failures unrelated to workmanship.

18.4 Where offered, an extended workmanship warranty may be purchased in accordance with the product or service listing.

18.5 All warranty claims must be lodged through us and must include:

  • customer name;

  • installation address;

  • invoice number;

  • description of the issue; and

  • clear photos or other evidence.

18.6 Indicative claim assessment timeframes are:

  • Brisbane and Gold Coast: within 5 business days;

  • outer regions such as Lockyer Valley, Toowoomba, Bribie Island and Sunshine Coast: within 15 business days.

18.7 This warranty covers workmanship issues such as incorrect connections, labour-related leaks, improper securing or direct installation faults.

18.8 This warranty does not cover:

  • manufacturer defects;

  • storm, flood, corrosion, pests, vandalism, misuse or neglect;

  • structural movement or building defects;

  • poor site conditions;

  • lack of servicing;

  • modifications or third-party interference after installation.

18.9 If a call-out is requested and the issue is found not to be covered by warranty or the warranty has expired, a non-warranty service fee may apply.

18.10 To preserve warranty coverage, the customer must:

  • use the system correctly;

  • not interfere with the installation;

  • comply with servicing requirements;

  • promptly report faults.

18.11 Our liability under this workmanship warranty is limited to rectification of workmanship-related faults only and does not extend to consequential loss, subject to Australian Consumer Law.

19. Payment Terms

19.1 The customer must pay all amounts due in clear funds by the due date stated on the invoice, checkout, quote or payment request.

19.2 Unless otherwise agreed in writing, payment is due immediately on checkout, delivery, completion, invoice issue or attendance, as applicable.

19.3 Our obligation to deliver goods or provide services is conditional upon the customer accepting the goods or services and making payment as required.

19.4 If additional works are identified during attendance, payment may be required before those works proceed, immediately on completion, or within the time stated on the invoice.

19.5 If the customer fails to pay on time, we may:

  • charge a late payment fee of $50;

  • charge interest at 15% per annum on overdue amounts, calculated daily;

  • charge a dishonour fee of $25 for failed payments;

  • suspend further supply of goods or services;

  • withhold warranty attendance, future bookings, certificates or documentation to the extent permitted by law;

  • refer the debt for collection;

  • commence legal proceedings; and

  • recover all collection, legal, administrative and enforcement costs on an indemnity basis.

19.6 Where multiple persons or entities engage us, they are jointly and severally liable for all amounts owing.

19.7 Unless otherwise approved in writing, payment must be made via our nominated payment platform or portal.

19.8 Payment methods may include Visa, Visa Debit, Mastercard and Mastercard Debit. Other methods such as Zip, Humm, EFT or cash may only be accepted with prior written approval and may result in removal of any portal or promotional discount.

19.9 Any discount linked to immediate payment, portal payment, promotional pricing or same-day payment may be withdrawn if payment is late or made by an unapproved method.

20. Disputes and Complaint Resolution

20.1 If the customer disputes the quality of any goods, the performance of any services, or the accuracy of any invoice, the customer must provide written notice setting out the dispute in reasonable detail within 14 days of the relevant invoice date or service date.

20.2 Upon receiving a written complaint, we will aim to:

  • acknowledge the complaint within 3 business days; and

  • provide a substantive response within 10 business days where reasonably practicable.

20.3 The parties agree to attempt to resolve disputes in good faith before commencing formal recovery or escalation processes, where reasonable.

20.4 The customer should first raise the issue directly with us before initiating a chargeback, external complaint or formal proceeding, unless urgent escalation is reasonably necessary.

20.5 Nothing in this clause prevents either party from exercising any legal right, including rights under Australian Consumer Law or applicable regulatory schemes.

20.6 If a dispute is resolved, the parties may record the resolution in writing.

21. Chargebacks, Payment Reversals and Recovery Costs

21.1 If the customer initiates a chargeback, payment reversal, bank dispute or card dispute after goods are supplied or works are performed, and the amount is reversed, frozen, withheld or clawed back, the customer remains liable for all amounts properly due under these Terms.

21.2 In that event, the customer must pay:

  • the reversed or withheld amount;

  • all bank, merchant, gateway and payment processing fees incurred by us;

  • a reasonable administration fee of up to $500 incl. GST representing internal time spent reviewing records, preparing evidence, answering the payment provider and reissuing demands;

  • all debt recovery, legal, tribunal, court, filing and enforcement costs incurred in recovering the debt; and

  • any overdue interest otherwise payable under these Terms.

21.3 If the customer initiates a chargeback without first giving us a reasonable written opportunity to investigate and respond, that may constitute a breach of these Terms and may be relied upon in any recovery action.

21.4 If attendance, delivery, installation or supply occurred and funds are later reversed without lawful basis, we may treat the amount as an overdue debt and pursue all available recovery action.

21.5 We may also recover losses directly caused by an unjustified reversal, including additional site attendance, removal, collection or recovery costs where reasonably incurred.

22. Default

22.1 The customer is in default if the customer:

  • fails to pay any amount by the due date;

  • breaches these Terms and fails to remedy that breach within 7 days of written notice where the breach is remediable;

  • cancels delivery or services after confirmation and applicable charges arise;

  • becomes bankrupt or insolvent, or a receiver, manager or trustee is appointed;

  • has judgment entered against them and remains unsatisfied; or

  • otherwise repudiates or abandons the contract.

22.2 On default, we may, to the extent permitted by law:

  • suspend or terminate supply;

  • accelerate all amounts owing;

  • enter the premises in accordance with any lawful rights to recover unpaid goods;

  • repossess goods not paid for;

  • resell repossessed goods;

  • register and enforce security interests;

  • commence debt recovery or legal proceedings; and

  • recover all legal, collection and enforcement costs on an indemnity basis.

22.3 Failure to pay when due constitutes immediate default.

22.4 We may obtain creditworthiness information or report delinquent accounts to credit reporting or debt recovery bodies to the extent permitted by law.

22.5 If an overdue account is referred for debt collection, the customer must pay any collection commission or fee charged to us, including a collection fee of not less than 20% plus GST, where incurred.

23. Recovery Rights, Security Interest and PPSA

23.1 Title in goods supplied by us does not pass to the customer until all amounts owing to us in respect of those goods and any associated services have been paid in full.

23.2 Until title passes:

  • the customer holds the goods as bailee for us;

  • the customer must keep the goods identifiable and separate where reasonably possible;

  • we may reclaim the goods if payment is overdue.

23.3 The customer irrevocably grants us, and any person authorised by us in writing, the right to enter any premises where the goods are reasonably believed to be located for the purpose of inspecting or recovering them, upon reasonable notice where practicable and lawful.

23.4 The customer indemnifies us against all reasonable costs of recovery, enforcement, transport, repossession and associated legal action relating to unpaid goods.

23.5 The customer acknowledges that these Terms may create a security interest for the purposes of the Personal Property Securities Act 2009 (Cth) and consents to us registering any such security interest on the PPSR.

23.6 The customer must do anything reasonably required by us to ensure our security interest is enforceable, perfected and continuously perfected.

23.7 Any order placed after these Terms are first provided is deemed to be further performance under these Terms and not a separate agreement, unless otherwise agreed in writing.

23.8 To the extent permitted by law, the customer also charges in our favour all of the customer’s present and after-acquired interest in goods supplied by us as security for payment of all monies due.

23.9 This section is intended to operate to the fullest extent available at law, but only to the extent lawfully enforceable against the relevant customer and transaction type.

24. Reviews, Public Statements and Accuracy of Feedback

24.1 We welcome honest, accurate and fair feedback from customers.

24.2 The customer must not publish or communicate any statement, review or allegation about us that is knowingly false, misleading, defamatory, malicious or materially inaccurate.

24.3 We reserve all rights in relation to false, misleading, defamatory or injurious statements, including the right to request removal, correction, clarification or to seek legal relief where appropriate.

24.4 Nothing in this clause prevents a customer from leaving an honest review or making a genuine complaint.

25. Privacy

25.1 Personal information submitted to us is handled in accordance with our Privacy Policy.

25.2 The customer authorises us to collect, use and disclose information reasonably necessary to process orders, arrange installation, assess creditworthiness where relevant, recover debts and otherwise administer the customer relationship in accordance with law.

26. Website Errors, Inaccuracies and Prohibited Uses

26.1 We reserve the right to correct typographical errors, pricing errors, omissions, stock errors, freight estimate errors and other inaccuracies at any time, including after an order is submitted.

26.2 The customer must not use the website:

  • for unlawful purposes;

  • to infringe intellectual property;

  • to upload malware;

  • to interfere with the site;

  • to scrape, crawl or data-mine;

  • to submit false or misleading information;

  • to harass, abuse or threaten.

26.3 We may terminate or restrict site access for breach of this clause.

27. Disclaimer of Warranties and Limitation of Liability

27.1 To the maximum extent permitted by law, our website, products and services are provided on an “as is” and “as available” basis unless expressly stated otherwise.

27.2 We do not guarantee uninterrupted website access, error-free service, or that all information is always current or free from error.

27.3 To the maximum extent permitted by law, we exclude all implied warranties, guarantees, conditions and representations except those that cannot lawfully be excluded.

27.4 Where liability cannot be excluded, our liability is limited to the maximum extent permitted by law and, where applicable, to:

  • repair;

  • replacement;

  • resupply; or

  • payment of the cost of repair, replacement or resupply.

27.5 To the maximum extent permitted by law, we are not liable for indirect, consequential or special loss, including loss of profit, loss of use, loss of revenue, delay loss, water damage, property loss, reputational loss or business interruption.

27.6 Nothing in these Terms excludes or limits any non-excludable rights under Australian Consumer Law.

28. Indemnity

28.1 The customer indemnifies and holds harmless Installed Today, its directors, employees, contractors, agents and service providers against any claim, liability, loss, damage, cost or expense arising from:

  • the customer’s breach of these Terms;

  • unsafe site conditions;

  • animals, hazardous materials, intoxication or prohibited substances at the site;

  • inaccurate information provided by the customer;

  • customer-caused delay, cancellation or non-compliance;

  • unlawful or negligent acts or omissions of the customer.

28.2 This indemnity extends to reasonable legal and enforcement costs on a full indemnity basis, to the extent permitted by law.

29. Severability

29.1 If any provision of these Terms is held to be unlawful, void or unenforceable, that provision will be severed and the remainder of the Terms will remain in full force and effect.

30. Termination

30.1 These Terms continue until terminated by either party in accordance with law.

30.2 We may suspend or terminate supply immediately where the customer breaches these Terms, fails to pay, creates a safety risk, acts abusively, or otherwise makes continued dealings impractical or unsafe.

30.3 Any accrued rights, obligations, indemnities, payment obligations and recovery rights survive termination.

31. Entire Agreement

31.1 These Terms, together with any quote, product page, checkout terms, installation inclusions, warranty terms, privacy policy and any written special conditions issued by us, constitute the entire agreement between the parties.

31.2 To the extent of inconsistency, the following order of precedence applies:

  1. written special conditions issued by us for the order;

  2. product page or quoted scope specific to the order;

  3. these Terms;

  4. other website policies.

32. Governing Law

32.1 These Terms are governed by the laws of Queensland, Australia.

32.2 The parties submit to the non-exclusive jurisdiction of the courts of Queensland and any court competent to hear appeals from them.

33. Changes to Terms

33.1 We may amend these Terms at any time by publishing the updated version on our website.

33.2 The version published at the time of order, booking or supply will generally apply to that transaction unless a later version is accepted by the customer or required by law.

34. Contact Information

Questions, notices, warranty claims, disputes and general enquiries should be directed to:

Installed Today
Email: help@installedtoday.com.au