Terms & Conditions of Service

This is where we spell out in detail how and why we do business. It gives you the definitions of how we will do the work for you and what we expect in return. Please make sure you read these carefully as you agree to these terms when you make a booking with us. If you have any questions, or if you have made a booking and do not agree to these terms, please get in contact.

Definitions

GBRS

May refer to The Ginger Beard Repair Service, or a staff member of the business.

Account Client

An Account Client is a client for whom GBRS performs service work and who GBRS has made payment arrangements, usually by batch payment methods. Examples include (but are not limited to) appliance manufacturers, real estate agents and other service work providers.

Non-Account Client

A Non-Account Client is a client that GBRS does not perform service work for, or does not have an agreed payment arrangement. Non-Account clients typically own the appliance directly and engage GBRS on a “once-off” or irregular basis.

Invoicing and Payment

Payment Due Date

Unless a payment arrangement has been agreed, payment is due at the end of each visit on the day the work is completed. Our preferred method of payment is via VISA, MASTER CARD or AMERICAN EXPRESS/AMEX via credit or debit. We also accept cash, cheque, and bank transfer. We do not accept EFTPOS payments.

Charge Out Rates

All rates include GST

Service Call Fee $120 ($108 with discount)

This is a one-off fee per job and it includes no labour.

Labour per 5 minutes $13.50 ($13.17 with discount)

The minimum labour charge per visit is 30 minutes ($81, with discount $78.98)

Take Note: The minimum charge for the Service Call fee and 30 minutes of labour is $201 before discounts. If qualified for all our discounts, this would be $186.98.

Capped Price Labour on Repairs

We will cap the labour charge to the Service Call fee + 2.5 hours for any single appliance.

The cap on labour applies to a standard appliance repair only and is not applied to appliances that require replacement. It also does not apply if non-standard measures are required to conduct the repair, such as an unusual installation. The labour cap does not apply to Commercial Appliance Repair.

Additional Appliances

Additional appliances are subject to another 2.5 hour labour cap per appliance.

Additional Technicians

Sometimes additional technicians are required to complete the repair or install an appliance. For example, to lift a dryer from the wall or a washing machine from a plinth/raised platform. In these instances, additional labour is applied for each additional technician at the Labour Rate.

Additional Travel to Complete the Repair

Sometimes, additional travel is required in order to complete a repair. For example, we may need to collect keys from a Real Estate Agent to gain access to a property, or we may need to visit an appliance store to collect a replacement appliance. Each trip that is required has an additional charge of ½ hour of labour per trip. Collecting keys, returning keys, are recorded as separate trips.

This time is not included in the labour cap.

Travel Outside Canberra

Travel outside of Canberra is calculated as the labour rate for travel from the Workshop Headquarters (Fyshwick) to the address, minus 30 minutes, per trip, rounded to the nearest 5 minutes. It is calculated using Google Maps routing.

For example, if the trip from the Workshop to Yass is 1hr, subtracting 30 minutes would mean 30 minutes of additional labour per trip. The travel fee does not apply to the labour cap.

Appointments outside of Canberra may be affected by delays as additional travel time has to be allocated in addition to the standard times booked.

Late Fees and Unpaid Invoices

If an invoice is not paid within the due date, an administrative fee equal to 15 minutes labour will be applied for every 14 days the invoice remains unpaid. Invoices that are unpaid after a month will be referred to a collection agency for recovery of debt action.

Account clients may lose their good standing status for invoices that remain unpaid beyond the agreed payment arrangements.

Recovery of Debts

If an invoice is referred to a collection agency for a recovery of the debt, then the original invoice, any administrative charges and collection agency commission fees are to be paid by the client. If the client pays only the original invoice amount they are still responsible for any additional charges that are incurred.

Third Party Invoice

Sometimes a client may book in a repair on behalf of a third party, for example a tenant may book in a repair in their home on behalf of the landlord. The details of the third party must be provided to GBRS to forward any invoices onto that party.

Forwarding the invoice to the third party is a courtesy only. The client remains responsible for the invoice until it has been paid. The role of client may be transferred to the third party, if that third party communicated in email that they wish for this to occur.

Disputed and Recalled Credit/Debit Card Transactions

If for any reason a credit/debit card transaction is disputed, the client is responsible for any additional charges that GBRS incurs.

Discounts

10% Online Booking Discount on Service Call Fee

The 10% discount applies to Non-Account clients who make a booking via the online booking system and who do not make telephone enquiries. Bookings and enquiries made via telephone do not have the online booking discount applied. The discount applies to the Service Call fee only.

2.5% “On the Spot” Card Payment Discount on Labour Charges

This applies to Non-Account clients who pay via VISA, MASTER CARD or AMERICAN EXPRESS/AMEX credit/debit cards on the spot, at the end of each visit, on the day the work is completed. The discount of 2.5% is applied to Labour Charges only and does not apply to the Call-Out fee or Part & Materials.

Discounts are not applied where rates prior to 04 January 2021 are used (ie “old rates”).

Account Clients

New Account Clients

The discounts described above are available to new Account clients, as they on-board with GBRS. The requirement to book online and pay at the end of each visit is not applicable.

Existing Account Clients

Where an existing Call-Out fee and Labour Charge agreement is lower, the above discount is not applied.

Good Standing

Any agreement on Call-Out fee, Labour Charges or Discounts are only applicable whilst the Account client is in good standing with GBRS.

Cancellation Policy

The following cancellation policy applies:
At least 1 full business day - no fee
Less than 1 full business day but more than 4 hours - ½ hour of labour
Less than 4 hours but more than 1 hour - 1 hour of labour
Less than 1 hour or on the way to the appointment - Service Call fee and 30 minutes minimum labour charge.

No Show

If GBRS attends the appointment and no one is home, GBRS will wait for up to 15mins onsite. This can be extended if GBRS is contacted to inform that someone is on the way.

If after 15mins and no contact, the full Service Call fee and 30 minutes minimum labour charge applies.

Manufacturer’s Warranty Service

The GBRS team performs service work as part of warranty for a number of appliance manufacturers.

Repair Outside of Manufacturing Defect/Not Covered by Manufacturer

If the fault in the appliance is not covered by the manufacturer, then the client is responsible for any service charges on the appliance.

How the Appliance is Installed

The appliance must be installed in a way that allows for diagnosis and testing of the appliance. This usually means that it will need to be connected (or available to connect to) electrical power, water and drainage.

Kick Panels

If the appliance has been built into cabinetry (for example in a kitchen), then kick panels may have been installed that prevent the removal of the appliance to effect the repair. Any panels that prevent the appliance from being removed will have to be dismantled prior to service.

“Tiling In"

Sometimes we encounter situations where tiling has been installed which does not allow the removal of the appliance to conduct service. Where this has happened, the tiles may have to be removed prior to GBRS being able to service the appliance.

Mounting of the Appliance

Some appliances are mounted on a box/plinth, or they may be mounted on the wall. For health & safety reasons, at least two able-bodied people are required to dismount the appliance prior to service. If there are not enough people onsite who can assist with dismounting the appliance, extra technicians may be required at an additional labour charge.

Replacing an Appliance

Rubbish Removal

When an appliance is replaced, additional rubbish is created by the packing the appliance arrived in. If GBRS removes this rubbish a disposal fee of 5 minutes labour is applicable. This fee is waived if the appliance was purchased & supplied by GBRS.

Callbacks, Warranty on Repairs

Sometimes after a repair has been completed, the fault (or a similar problem) returns to the appliance. When this happens it is important to recognise the GBRS warranty process.

Warranty Start Date

The warranty starts on the date the final invoice has been issued.

Callbacks, New Faults and Additional Repair

Apart from the warranty on parts and workmanship for the repair of the appliance, GBRS offers the following:

2 Weeks After Final Invoice

If any new/additional faults develop within 2 weeks after the final invoice has been issued, GBRS will repair these for the cost of parts and labour up to the remaining labour cap.

2-4 Weeks After Final Invoice

If any new/additional faults develop between 2 and 4 weeks after the final invoice has been issued, GBRS will repair these for the cost of parts and labour, however the labour cap will “reset”. 

4+ Weeks After Final Invoice

After 4 weeks after the final invoice has been issued, if any new/additional faults develop then a new Service Call fee and labour cap are now applicable.

Warranty on Parts and Workmanship

Each part supplier or manufacturer sets their own timeframe for the warranty on the part they supply. If a part fails, it can be quite complicated to untangle what that timeframe is and whether the part is subject to that warranty. For this reason, GBRS provides a standard 6-month warranty on all repairs that includes the parts supplied and the workmanship on that repair. This is often beyond what a supplier or manufacturer offers on parts.

If a manufacturer or supplier of a part warranties that part for longer than 6 months, GBRS will only charge for the labour time to diagnose and replace that part while the warranty is in effect.

Warranty on Appliance Replacement

Where GBRS has replaced an appliance, GBRS only warrants the installation of the appliance for 6 months after installation.

Repairs Not Warrantied

Unpaid Invoices

A repair on an appliance is only in effect if the invoice has been paid.

Where the Fault Cannot Be Reproduced

If GBRS is called back under warranty, and the fault cannot be reproduced then a Service Call fee and minimum labour charge of 30 minutes will apply.

Where Replacement of the Appliance has been Recommended

If we recommend that instead of repair, the appliance should be replaced and we are able to achieve a functional state for the appliance, that repair is not warrantied.

Experimental Repair

If the repair requires non-standard parts, it is classed as an experimental repair. Examples include constructing, machining or modifying existing parts to work with the appliance. This kind of repair is not warrantied because there is uncertainty that the repair will be effective. We will notify you of an experimental repair before going ahead.

Parts supplied by the customer, or ordered outside the GBRS supply chain for example second hand parts or parts ordered from eBay, are classified as an experimental repair.

Cleaning the Appliance

If the repair involves cleaning the appliance, then any subsequent cleaning is not warrantied. This includes where the appliance requires technical maintenance to conduct the cleaning for example, disassembling parts of the appliance.

New Faults on the Appliance

The warranty on the repair covers the part and workmanship that was originally repaired. New faults on the appliance are not covered by the warranty. A fault similar to the original fault that has returned but is repaired by different parts is classified as a new fault. 

Unreasonable Use

The repair is not warrantied if the appliance has undergone unreasonable use. This includes but is not limited to:
-User level maintenance and cleaning has not been performed
-A domestic appliance is used in a Commercial or Industrial setting
-The appliance is subject to damage, including weather and movement
-Insect and vermin infestation
-Existing rust or leaks
-Power Surges
-Not following the Manufacturer’s User Guide
-Accidental damage
-Using the product while a defect exists

Consequential Loss

GBRS is not liable for any consequential loss, damage or expenses for work carried out, unless covered by a statutory regulation.

GBRS Warranty Claim Process

For Repair Warranty

1. The client should determine whether a warranty claim is valid before contacting GBRS.

2. Contact us by email with details of the fault returning. The easiest way to do this is by replying to the email that contains the invoice as this will contain the relevant job information in order for us to determine the work that has been carried out and the results of any testing on the appliance. Please supply the details:
     A. Previous GBRS job number
     B. Has the invoice been paid?
     C. How long did the appliance last before the fault returned?
     D. Does the fault return at a particular stage of the cycle?

3. In that email, supply as much information possible relating to the re-fault of the appliance. This will help us determine quickly if the fault is related to the repair.

4. If we are able to determine that the invoice has been paid we will organise an inspection of the appliance. If we are unable to determine that the invoice is paid, we will ask for proof of payment before proceeding further.

5. We will determine whether the fault is within the GBRS Parts and Workmanship Warranty timeframe.

6. We will organise a return appointment to determine that:
The fault has returned
That it is a result of the parts or workmanship supplied

7. If we determine that the GBRS Parts and Workmanship Warranty claim is valid, we will, at our discretion:
     A. Repair;
     B. Replace; or
     C. Refund up to the value of the original repair.

8. If the GBRS Parts and Workmanship Warranty claim is not valid, then a Service Call fee and Labour Fee will be applied. The client can then choose to continue with a repair.

For Appliance Replacement Warranty

1. The client should determine if the fault is related to the replacement of the appliance or if it is a Manufacturing Fault, and that the claim is valid.

2. If the claim is for a GBRS Appliance Replacement Warranty Claim, the client should contact us via email with details of the fault. The easiest way to do this is by replying to the email that contains the invoice as this will contain the relevant job information in order for us to determine the work that has been carried out and the results of any testing on the appliance.

3. In that email, supply as much information possible relating to the fault of the appliance. This will help us determine quickly if the fault is related to the replacement of the appliance or if it is a Manufacturing Fault.

4. If we are able to determine that the invoice has been paid we will organise an inspection of the appliance. If we are unable to determine that the invoice is paid, we will ask for proof of payment before proceeding further.

5. We will determine whether the fault is within the GBRS Appliance Replacement Warranty timeframe.

6. We will organise a return appointment to determine that:
-The fault that has occured
-That it is a result of the GBRS replacing the appliance

7. If we determine that the GBRS Appliance Replacement Warranty claim is valid, we will, at our discretion repair the installation.

8. If the GBRS Appliance Replacement Warranty claim is not valid, then a Service Call fee and Labour Fee will be applied.

Gas Appliances

GBRS performs very work on electrical systems and user level maintenance in gas appliances. This includes ignition and thermocouples. During work, we will not alter any part of the gas system except to shut off gas at the appliance as a safety precaution.

Sometimes a gas connection deteriorates over time and moving the appliance to replace electrical components will reveal a leak in the gas system. GBRS is not responsible for any leaks in the gas system that develop as a result of service and for peace of mind we recommend a gas fitter performs a leak check after the electrical system has been repaired.

Appliance Testing Procedures

In the process of repairing a fault with an appliance, GBRS performs a “Health Check” on the appliance designed to identify other potential issues before a repair is completed. These checks comprise of testing procedures on the appliance outlined below:

Testing Procedures

All Appliances

-General Inspection of the appliance condition
-Recording of the model details by photograph of the label sticker
-Diagnoses of the reported fault in the appliance.

Ovens

-Testing of all elements (as applicable):
--Grill element
--Top Bake Element
--Base Element
--Fan Element
-Testing that the thermostat/temperature control works and can be adjusted
-Testing of all fans (cooling fans, internal fans)

Cooktops

-Testing of all heating elements
-Testing of heating control of all elements

Dishwashers

-General check for leaks, pooling water or corrosion
-Check the filter and drain ports are clear from debris
-Check the dishwasher drains
-Check the dishwasher fills with water
-Check the operation of the wash pump
-Check the operation of the rotating arms
-Check the detergent port opens
-Check the water heats in the dishwasher

Washing Machines

-General check for leaks, pooling water or corrosion
-Check the filter and drain port is clear from debris
-Check the washer drains
-Check the washer fills with water
-Check the washer heats water (where applicable)
-Check the washer agitates
-Check the washer spins

Dryers

-General check for rust
-Check the dryer will turn under load
-Check for noise
-Check warm air is being made by the dryer

Refrigerators

-Check door seals
-Check for ice build up
-Check operation of fans
-Check air entering fridge cavity is 0 degrees Celsius
-Check air entering freezer cavity is -15 degrees Celsius
-Monitoring for defrost operation

Limitations

The purpose of the appliance “health check” is to make sure that the appliance can perform the functions it is expected to do. Appliances like dishwashers and washing machines can take considerable time to complete a cycle (over 2 hours alone). So that excessive labour is not accrued, an accelerated functional test may be performed to confirm the above tests are successful. A functional test may not identify a problem with the appliance’s cycle, as part of the cycle may be skipped to save time.

Another limitation of testing is that one part of the appliance may be functional on one occasion and fail on another. The appliance “health check” is only able to find what is not working at the time of testing.

Thirdly, during the diagnosis process, only part of the testing procedures can be tested because the original fault in the appliance is preventing other stages from being tested, or additional issues may not be apparent. For example, a dishwasher may not be allowing water in the appliance so the wash pump may not be able to be tested until the water inlet system is repaired.

Additional Repair Issues Found

If during our testing and appliance “health check” additional problems are identified, these will be presented to the client. Repair of additional faults of the appliance will be contained within the GBRS labour cap.

Cancelling, Changing of Mind After Diagnosis

GBRS requires any cancellation of repair to be confirmed in writing (via email). If parts have been ordered before cancellation, then the cost of the parts will be applicable. Any Service Call Fee and Labour is still applicable if we have made a diagnostic visit.

Supply of Parts

GBRS will only supply parts along with service of the appliance. We will not supply parts without fitting them.

Appliance Inspection and Reporting

We offer an assessment service on appliances that are no longer functioning or have sustained damage. As part of that service, we are able to produce a report of our findings or recommendation.
Depending on the level of report required, a minimum of our call out + 1/2 is required to assess and produce a report. Reports are produced within 2 weeks of the assessment visit, along with the invoice.

Invoices are payable by the client who commissions the report on the appliance.

Reports produced are HONEST AND UNBIASED and may not favour the client who has contracted GBRS to assess the appliance.

Client Responsibility

As the client, you have the following responsibilities:

-Access is available to the appliance. This can be through a key left in a safe place or a responsible adult in attendance (if not yourself). If access is not available Service Call and Labour will apply

-The appliance is installed in a way that it can be fully tested for operation. This includes connection to electricity, water and drainage.

-A method of payment is available when the repair is completed

Bullying, Aggressive & Threatening Behaviour

We have a responsibility to ourselves and our staff to provide safe working conditions. Sometimes due to circumstances outside of our control, delays occur for the arrival of parts or replacement appliances. We strive to make appointments at the next available booking times when parts have arrived.

Making demands, bullying, using aggressive or threatening language and behaviour does not speed up the repair process and adds a safety risk to our staff. We reserve the right to cancel a job if this happens. You will be liable for the Service Call fee and Labour if we have already made a diagnostic visit.

-In short: Keep your cool. GBRS has ZERO Tolerance for this kind of behaviour.

Damage Waivers

While we take all due care when working on your appliance and we will follow any damage prevention you provide where physically able, there is a small risk of surrounding damage when working on or moving the appliance. Sometimes additional people are required to reduce the risk of damage but this risk is not eliminated. We only provide services under these waivers and our price is based on the customer accepting our waivers. By requesting that we perform the work, you are accepting our waivers. If one or part of these waivers is found to not be enforceable that will not prevent the remaining waivers from being enforced.

Waiver of Damage When Moving the Appliance

There is an inherent risk when moving the appliance, whether that be to the appliance itself or to areas surrounding the appliance such as walls, flooring, cabinetry and countertops. While we take all due care when moving your appliance, we do not accept responsibility for damage that may occur in moving your appliance to conduct the repair. Because it is often a requirement to move the appliance to conduct the repair, you agree to hold GBRS faultless from any and every liability associated with any such damage as may occur in connection with this movement.

Waiver of Damage When Working with Water

You understand the machinery that’s being worked on is connected with the building’s plumbing system, and whenever any machinery is so connected, there is an inherent risk that component failure, imperfect connections and/or other faults could result in unintended leakage and/or flooding within the building, causing significant and sometimes catastrophic damage. Excepting for cases of gross, clearly proven, and explicitly identifiable carelessness by the technician, you promise to hold harmless GBRS from any and all damages, harms or liability that may result from such an occurrence. By allowing the technician to commence work, you explicitly waive the right to any contrary claim.

Waiver of Damage When Working with Gas

GBRS are not licensed gasfitters and do not interfere with any gas service connected to an appliance. You promise to hold harmless GBRS from any leaks, damages, harms or liability that may arise from working on electrical systems in appliances that are connected to gas, for example dual fuel cooking ranges and cooktops. 

Waiver of Damage Lifting Glass Cooktops

You understand that, in lifting a glass/ceramic cook top surface to access components below it, there is an inherent risk of breakage. The top is sometimes attached with strong adhesive, and it is not always possible to achieve separation without the surface fracturing. While expecting the technician to exercise every due level of care, You nevertheless recognize that GBRS explicitly refrain from accepting any responsibility for these risks. You agree all such risks are your own (and/or your company’s) alone, and you agree to hold harmless and exempt from liability GBRS from any and all such responsibility. By allowing the technician to commence work, you explicitly waive the right to any contrary claim.

Excluded Repairs

GBRS provides in-home appliance repair, which covers most (estimated 95%) appliance problems. There are some repairs that are not able to be performed in the home or have such a high cost that they are not viable. Determining that an appliance requires an excluded repair requires that a proper diagnosis is made. Excluded repairs include:

Refrigeration: Refrigerant, Leaks and Compressor Repairs

Repair to refrigeration systems (replacing refrigerant, repairing leaks, replacing compressors) require hot-work (brazing with flame) in the workshop and the use of equipment and insurance that has an extremely low ROI (10-15 years).

Washing Machines: Bearing Replacement, Inner Drum and/or Tub Removal

These extensive repairs can not be performed in the home and require a workshop to complete. The reason why drums and bearings break down (corrosion, foreign bodies, sand) also means that repairs in these areas are often unsuccessful.

Other Workshop Level Repairs

There are other repairs that some appliances require that need to be completed in a workshop. The GBRS workshop does not have the space to store & work on these appliances, and the workshop is staffed for a limited time each day. There is also a risk of damage to appliances that are transported to the workshop outside of the appliance’s original packaging, which could cause additional problems to the appliance.

It is also better to work on an appliance close to where it is installed, as there may be factors of its installation that affect the performance of the appliance.

About

The Ginger Beard Repair Service
8am - 5:30pm Monday - Friday
ACN:  642 914 458
ABN:  51 642 914 458
Fyshwick ACT 2609

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