Terms of Service

Last updated: August 21, 2024

These Terms of Service govern your use of GoodHands services and website. By engaging our services or using our website, you agree to these terms.

Service Agreement

Quotes and Estimates

• All quotes are valid for 30 days unless otherwise specified
• Quotes are estimates based on initial assessment and may vary if additional work is discovered
• Any significant changes to quoted work will be discussed and approved before proceeding
• Emergency callout fees may apply for same-day urgent repairs

Payment Terms

• Payment is due upon completion of work unless other arrangements are made in writing
• For larger jobs, a deposit may be required before commencement
• Late payment fees may apply to overdue accounts (30+ days)
• We accept cash, bank transfer, or credit card payments

Service Standards

Quality Guarantee

• All work is guaranteed for 12 months against defects in workmanship
• Materials are warranted according to manufacturer specifications
• We will return to rectify any issues with our workmanship at no charge
• Normal wear and tear is not covered under our guarantee

Scheduling and Cancellation

• We will provide reasonable notice of scheduling changes when possible
• Weather conditions may affect outdoor work scheduling
• 24 hours notice is required for appointment cancellations
• Cancellation fees may apply for late cancellations on scheduled work

Customer Responsibilities

Site Preparation

• Provide safe and reasonable access to work areas
• Remove or protect valuable items in work areas
• Ensure pets are secured during work periods
• Notify us of any hazardous materials or conditions

Property Information

• Provide accurate information about property conditions
• Disclose any previous repairs or known issues
• Obtain necessary approvals for work (strata, council, etc.)
• Ensure legal right to authorize requested work

Limitations and Liability

Insurance Coverage

We carry public liability insurance for all work performed. However, customers are responsible for:

• Damage to personal property not directly related to our work
• Pre-existing conditions discovered during work
• Damage from failure to follow maintenance recommendations

Scope Limitations

Our liability is limited to the direct cost of services provided. We are not responsible for:

• Consequential or indirect damages
• Lost time, income, or business opportunities
• Damage from acts of nature or third parties
• Issues arising from customer-supplied materials

Safety and Compliance

Work Standards

• All work performed in accordance with relevant Australian Standards
• Licensed electrical or plumbing work referred to qualified tradespeople
• Safety equipment and procedures used for all work
• Work sites left clean and safe upon completion

Material Standards

• Quality materials sourced from reputable suppliers
• Materials selected appropriate for coastal/humid conditions
• Customer approval sought for material substitutions
• Material receipts provided for warranty purposes

Disputes and Resolution

Complaint Process

If you have concerns about our service:

1. Contact us directly to discuss the issue
2. We will investigate and respond within 48 hours
3. Remedial action will be taken if required
4. Unresolved disputes may be referred to relevant industry bodies

Governing Law

These terms are governed by NSW and Australian law. Any disputes will be resolved through NSW courts or appropriate dispute resolution services.

Privacy and Confidentiality

We respect your privacy and maintain confidentiality regarding your property and personal information in accordance with our Privacy Policy.

Changes to Terms

We may update these terms from time to time. Continued use of our services constitutes acceptance of any changes. Significant changes will be communicated to existing customers.

Emergency Services

Emergency callouts are available for urgent repairs that pose safety risks or prevent normal use of essential facilities. Emergency rates and minimum charges apply.

By engaging GoodHands services, you acknowledge that you have read, understood, and agree to these Terms of Service.