Terms of Service

Welcome to {{business.name}}. These Terms of Service (“Terms”) govern your use of our glass repair and replacement services. By engaging our services, you agree to be bound by these terms and conditions.

Last updated: January 2024

1. Service Agreement

1.1 Service Provision

When you book our services, you enter into a service agreement with {{business.name}}. We agree to provide professional glass repair and replacement services according to industry standards, applicable building codes, and your specific requirements.

1.2 Service Scope

Our services include but are not limited to:

Window glass replacement and repair
Door glass installation and repair
Commercial glazing services
Emergency glass repair and board-up services
Glass cutting and custom installations
Consultation and assessment services

1.3 Service Standards

We maintain the highest standards in:

Professional workmanship and installation
Use of quality materials and equipment
Compliance with safety regulations and building codes
Timely and efficient service delivery

2. Pricing and Payment

2.1 Quotes and Estimates

All initial quotes and consultations are provided free of charge
Written estimates will be provided upon request
Final pricing may vary based on actual service requirements discovered during assessment
Prices are valid for 30 days unless otherwise specified

2.2 Payment Terms

Payment is due upon completion of services unless alternative arrangements are made in writing
We accept cash, check, bank transfer, and major credit cards
For large projects, payment schedules may be arranged with deposits required
Late payment fees may apply to overdue accounts

2.3 Additional Costs

Emergency and after-hours services incur additional charges
Travel fees may apply for locations outside our standard service area
Permit fees and special materials are additional to quoted prices
Unforeseen complications may result in additional charges (with prior approval)

2.4 Price Changes

Prices are subject to change without notice
Material price fluctuations may affect ongoing projects
Confirmed quotes are honored for the specified validity period

3. Warranty and Guarantees

3.1 Workmanship Warranty

We provide a comprehensive {{services.warranty}} on our installation and repair workmanship, covering:

Defects in installation techniques
Structural integrity of installations
Proper fitting and sealing
Hardware functionality

3.2 Material Warranties

Manufacturer warranties apply to all glass products and materials
Warranty periods vary by product and manufacturer
Original receipts and documentation provided upon completion
Warranty claims must be processed through appropriate channels

3.3 Warranty Exclusions

Our warranty does not cover:

Damage from accidents, impacts, or vandalism
Normal wear and tear or aging
Damage from extreme weather events
Improper use or maintenance by the customer
Damage caused by third parties or other contractors

3.4 Warranty Claims

Warranty claims must be reported promptly upon discovery
We reserve the right to inspect claimed defects
Warranty repairs will be scheduled at our earliest convenience
Proof of original service required for warranty claims

4. Scheduling and Service Delivery

4.1 Appointment Scheduling

All services must be scheduled in advance except emergency calls
We provide estimated arrival times and service windows
Confirmation calls or messages sent prior to service visits
Rescheduling available with reasonable notice

4.2 Cancellation Policy

24-hour notice required for appointment cancellations
Short-notice cancellations may incur charges
Weather-related rescheduling at no additional cost
Multiple cancellations may result in service termination

4.3 Emergency Services

24/7 emergency board-up and security services available
Emergency services charged at premium rates
Response times vary based on location and conditions
Emergency work may require follow-up appointments for permanent repairs

4.4 Service Delays

Weather conditions may affect service scheduling
Material availability may cause delays
We will communicate any delays promptly
Alternative arrangements made when possible

5. Customer Responsibilities

5.1 Property Access and Preparation

Provide safe and reasonable access to work areas
Remove or protect valuable items from work areas
Ensure adequate lighting and power access if required
Clear pathways and work areas of obstacles

5.2 Information and Authorization

Provide accurate property and contact information
Disclose any known hazards or special conditions
Obtain necessary permissions for work (strata, council approvals)
Be present or designate an authorized representative

5.3 Safety and Compliance

Ensure safe working conditions for our technicians
Comply with any reasonable safety requests
Report any safety concerns immediately
Allow for proper completion of work and cleanup

5.4 Communication

Maintain current contact information
Respond promptly to service communications
Notify us of any special requirements or concerns
Provide feedback on service quality

6. Liability and Insurance

6.1 Our Insurance Coverage

{{business.name}} maintains comprehensive insurance including:

Public liability insurance
Professional indemnity coverage
Workers’ compensation insurance
Property damage protection

6.2 Liability Limitations

Our liability is limited to:

The cost of repairing or replacing defective work
Direct damages covered by our insurance policies
The value of services provided

6.3 Liability Exclusions

We are not liable for:

Indirect, consequential, or incidental damages
Loss of business or profits
Damage to property not directly related to our work
Pre-existing conditions or damage

6.4 Customer Liability

Customers are responsible for:

Providing safe working conditions
Damage caused by failure to follow instructions
Costs arising from inaccurate information provided
Third-party claims related to unauthorized work

7. Quality and Compliance

7.1 Industry Standards

All work performed complies with:

Australian building codes and standards
Local council requirements and regulations
Industry best practices and guidelines
Manufacturer specifications and recommendations

7.2 Materials and Products

Only quality materials from reputable suppliers used
All products meet Australian safety standards
Material specifications provided upon request
Alternative products offered when appropriate

7.3 Professional Standards

Our technicians are:

Experienced and trained professionals
Committed to ongoing education and certification
Equipped with proper tools and safety equipment
Supervised and quality-checked regularly

8. Dispute Resolution

8.1 Direct Communication

We encourage direct communication to resolve any issues
Customer service representatives available during business hours
Management involvement for complex issues
Good faith efforts to reach mutually acceptable solutions

8.2 Formal Complaints

If direct communication doesn’t resolve issues:

Submit written complaints with specific details
We will investigate and respond within 14 business days
Independent assessment may be arranged if necessary
Fair and reasonable resolution sought

8.3 Legal Resolution

If disputes cannot be resolved through direct communication:

Mediation may be pursued before legal action
Local jurisdiction and Australian law applies
Legal costs may be recoverable by prevailing party
Alternative dispute resolution preferred where possible

9. Termination and Cancellation

9.1 Service Termination

Either party may terminate service agreements:

With reasonable notice for ongoing projects
Immediately for breach of terms or safety violations
Upon completion of specified work
By mutual agreement

9.2 Effect of Termination

Upon termination:

Payment due for completed work
Materials purchased become customer property
Warranties apply to completed portions
Final cleanup and site restoration

10. Privacy and Confidentiality

10.1 Information Protection

Customer information kept confidential
Access limited to necessary personnel only
Information used only for service-related purposes
Privacy policy available separately

10.2 Property Respect

Respect for customer property and privacy
Minimal disruption to daily activities
Professional conduct at all times
Discretion regarding property conditions

11. General Provisions

11.1 Governing Law

These Terms are governed by the laws of New South Wales, Australia, and any disputes will be subject to the jurisdiction of NSW courts.

11.2 Entire Agreement

These Terms, together with any written service agreements, constitute the entire agreement between the parties and supersede all prior agreements or understandings.

11.3 Modifications

These Terms may only be modified in writing signed by both parties. We reserve the right to update these Terms with notice to customers.

11.4 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

11.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including weather, natural disasters, or supply chain disruptions.

12. Contact Information

For questions about these Terms of Service or to address any concerns:

{{business.name}}

Phone: {{contact.phone}}
Email: {{contact.email}}
Address: {{contact.address.full}}

Business Hours

Standard Service: Monday - Friday: 7:00 AM - 6:00 PM, Saturday: 8:00 AM - 4:00 PM
Emergency Service: Available 24/7 with premium rates
Office Hours: Monday - Friday: 8:00 AM - 5:00 PM

Professional Credentials

License: Fully licensed glazing contractor
Insurance: Comprehensive public liability and professional indemnity
Experience: {{services.experience}} in the glass industry
Associations: Member of relevant industry associations

By engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. These Terms are effective as of the last updated date shown above.