Terms and Conditions of Service
Introduction
Welcome to Door & Roll (“Company,” “we,” “our,” or “us”). These Terms and Conditions of Service (“Terms”) govern your use of our services, including garage door installation, repair, maintenance, emergency services, and related services for both residential and commercial properties (collectively, the “Services”).
By engaging our Services, you (“Customer,” “you,” or “your”) agree to be bound by these Terms. Please read them carefully before scheduling or accepting any Services from us.
Service Agreements
Service Requests
All service requests must be made by phone, through our website, or via email. Upon receiving your request, we will provide an estimated time frame for service and, where possible, a preliminary cost estimate.
Estimates
Estimates are provided based on the information available at the time and are subject to change upon physical inspection of your garage door system. Final pricing will be confirmed before any work begins.
Scheduling
Service appointments are scheduled based on availability. While we strive to arrive within the scheduled time frame, delays may occur due to previous service calls, traffic, or weather conditions. We will make reasonable efforts to notify you of any significant delays.
Access Requirements
You agree to provide our technicians with safe and reasonable access to your garage door system and related areas as necessary to perform the Services. You or an authorized adult (18 years or older) must be present during the service appointment.
Service Providers
Our services may be performed by either our employees or subcontractors. All technicians, whether employees or subcontractors are thoroughly screened to ensure the highest quality of service. The assignment of technicians varies by region and specific service requirements. If you have any preferences or concerns regarding who will perform your service, please inform us when booking.
Payment Terms
Pricing
All prices are quoted in Australian Dollars (AUD) and are subject to change without notice. All prices include Goods and Services Tax (GST) unless explicitly stated otherwise. Pricing includes labor and standard parts unless otherwise specified.
Payment Methods
Payment methods and terms will be discussed and agreed upon with the customer prior to commencing work. Payment is typically due upon completion of the Services unless alternative arrangements have been agreed upon.
Tax Invoices
We will provide a valid tax invoice for all services rendered, in accordance with the requirements of the Australian Taxation Office (ATO).
Deposits
For certain Services, particularly installations or custom orders, a deposit may be required before work commences. Deposit terms will be communicated at the time of estimate acceptance.
Late Payments
Invoices not paid within 3 days of issuance may be subject to a late payment fee. Continued non-payment may result in the account being sent to collections.
Warranties and Guarantees
Australian Consumer Law
Our Services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- To cancel your service contract with us; and
- To a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Service Warranty
In addition to your rights under the Australian Consumer Law, we warrant our workmanship for 3 months from the date of service, with some services eligible for up to 6 months warranty as specified at the time of service. This warranty covers defects in installation or repair but does not cover normal wear and tear, misuse, or damage caused by external factors.
Parts Warranty
New parts installed by our technicians are covered by either the manufacturer’s warranty or our parts warranty, whichever provides greater coverage. Warranty details for specific parts will be provided upon request.
Warranty Claims
To make a warranty claim, contact our customer service department within the warranty period. We may require an inspection to validate the claim before warranty service is provided.
Warranty Limitations
Our warranties do not cover:
- Damage resulting from misuse, abuse, neglect, or improper maintenance
- Issues caused by unauthorized repairs or modifications
- Damage from force majeure events (natural disasters, severe weather, etc.)
- Normal wear and tear
- Pre-existing conditions not addressed in the original service
Customer Responsibilities
Accurate Information
You agree to provide accurate and complete information regarding your garage door system and any issues you are experiencing.
Safety Compliance
You agree to comply with all safety instructions provided by our technicians and to maintain a safe environment during service appointments.
Maintenance
To maintain warranty coverage and ensure the safe operation of your garage door system, you agree to follow recommended maintenance procedures provided by our technicians or specified in equipment manuals.
Liability Limitations
Service Limitations
We reserve the right to decline service if we determine that the requested Services would:
- Create an unsafe condition
- Violate applicable laws, codes, or regulations
- Extend beyond our technical capabilities
- Present an unreasonable risk of injury or property damage
Limitation of Liability
Our maximum liability for any claim arising from the Services shall not exceed the amount paid for the Services. We shall not be liable for any indirect, incidental, special, consequential, or punitive damages.
Property Damage
While our technicians take reasonable care to prevent damage to your property, minor damage may sometimes occur. Please report any damage allegedly caused by our technicians within 24 hours of service completion.
Pre-existing Conditions
We are not responsible for pre-existing property conditions, including but not limited to building code violations, electrical issues, structural defects, or pest infestations.
Cancellation and Rescheduling
By Customer
You may cancel or reschedule a service appointment with at least 24 hours’ notice without penalty. Cancellations with less than 24 hours’ notice may incur a cancellation fee as discussed and agreed upon at the time of booking.
By Company
We reserve the right to cancel or reschedule service appointments due to severe weather, technician illness, equipment failure, or other circumstances beyond our control. We will make reasonable efforts to notify you promptly and reschedule at your convenience.
Cooling-Off Period
For unsolicited consumer agreements (where we have approached you without invitation), you have a cooling-off period of 10 business days from the date of agreement during which you can cancel the service without penalty. This cooling-off right is provided in accordance with the Australian Consumer Law.
Dispute Resolution
Initial Contact
If you are dissatisfied with our Services, please contact our customer service department at +61-3-4708-4216 to allow us to address your concerns.
Mediation
If the dispute cannot be resolved through direct communication, both parties agree to attempt resolution through mediation before pursuing other legal remedies.
Governing Law
These Terms shall be governed by and construed in accordance with the laws of Australia and the applicable state laws where services are provided (Victoria for Melbourne services, Queensland for Brisbane and Gold Coast services), without regard to conflict of law provisions.
Venue
Any legal action arising from these Terms shall be brought exclusively in the courts of the state where services were provided (Victoria for Melbourne services, Queensland for Brisbane and Gold Coast services).
Privacy
Our collection and use of your personal information are governed by our Privacy Policy, which is incorporated into these Terms by reference. Our Privacy Policy complies with the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
Modifications to Terms
We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. Your continued use of our Services following any changes constitutes acceptance of those changes.
Severability
If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.
Entire Agreement
These Terms, together with any service agreements, work orders, or estimates, constitute the entire agreement between you and us regarding the Services.
Contact Information
If you have any questions about these Terms, please contact us:
Door & Roll
Serving Melbourne, Brisbane, and Gold Coast areas
Melbourne: (03) 4060 9320
Brisbane & Gold Coast: (07) 5241 1439
Complaints: +61-3-4708-4216 or https://doorandroll.com.au/contact-us/
Website: https://doorandroll.com.au/
Business Hours: 24/7 service available
By engaging our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions of Service.