Terms of Service

1. Services we provide

We provide mechanical ventilation servicing, fan and motor repairs, new installations, site inspections, and routine maintenance work. Where required, our work complies with the relevant Australian Standards including AS 1851 (maintenance of fire protection systems and equipment) and AS 1668 (mechanical ventilation).

The specific scope of any engagement will be set out in the quote we provide following your request. We will not perform work outside that scope without your prior agreement (which may be given verbally on site, in writing, or via the portal). If additional work is required and you authorise it, we will adjust the invoice accordingly.

2. Quotes and callout fees

All prices are quoted in Australian dollars and are exclusive of GST unless explicitly stated otherwise. GST will be added at the prevailing statutory rate.

Our standard callout fees include diagnosis and the first hour of labour:

• Standard: $275 + GST (Mon–Fri 7am–5pm, Sat 7am–12pm)
• After-Hours: $400 + GST (Mon–Fri after 5pm, Sat after 12pm)
• Sundays and Public Holidays: $550 + GST
• Site Inspection — New Installation: No callout fee

Additional labour beyond the first hour is charged at $145, $215, or $290 + GST per hour respectively, depending on the time of attendance. Materials, parts, equipment hire, disposal fees, and third-party charges are billed in addition to labour, with prior notice where reasonably practicable.

Written quotes for specific scopes of work are valid for 30 days from the date of issue, after which we may revise pricing to reflect changes in costs.

3. Payment terms

Invoices are issued on completion of the work and are payable within 7 days of the invoice date. We accept payment by electronic funds transfer (EFT) and other methods agreed in writing.

Overdue amounts may incur interest at the rate of 10% per annum, calculated daily and compounded monthly, until paid in full. We may suspend further service to your premises while invoices remain overdue, and may recover reasonable costs incurred in collecting overdue amounts (including legal and debt-collection costs).

4. Cancellation and rescheduling

You may cancel or reschedule a booking at no charge by giving us at least 24 hours’ notice before the scheduled attendance time. Cancellations or no-shows within 24 hours of the scheduled time may be charged the applicable callout fee, at our discretion.

If we cancel or need to reschedule a booking (for reasons such as technician illness, weather, or unforeseen operational issues), we will offer the next available time at no additional cost.

5. Your obligations

To enable us to perform the services safely and efficiently, you agree to:

• Provide safe, lawful, and timely access to the site, including any necessary keys, alarm codes, parking, lift access, or escorts.
• Ensure the work area is reasonably clear of obstructions and that the site complies with applicable Work Health and Safety requirements.
• Provide accurate information about the site, the equipment, any known hazards (including asbestos, electrical faults, or contaminated grease), and any prior service history relevant to the work.
• Obtain any necessary consents from building managers, body corporates, landlords, or other affected parties before work proceeds.
• Pay invoices promptly in accordance with these terms.

We may decline to perform or may pause work where, acting reasonably, we consider the site or task is unsafe, non-compliant with applicable standards, or otherwise outside the scope of our engagement. In that case, the standard callout fee may still apply.

6. Workmanship warranty

We warrant our workmanship for a period of 12 months from the date of completion of the relevant work. If a defect in our workmanship arises within that period and is reported to us in writing within a reasonable time, we will rectify the defect at no additional charge.

Parts, materials, and equipment supplied by us are subject to the manufacturer’s warranty (if any). We will reasonably assist you in making warranty claims with the relevant manufacturer.

Our workmanship warranty does not cover: ordinary wear and tear, damage from misuse, lack of routine maintenance, third-party modifications after our work, or use of the equipment outside manufacturer specifications.

7. Liability

Nothing in these terms excludes, restricts, or modifies any right, guarantee, or remedy you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) that cannot lawfully be excluded.

Subject to the paragraph above, and to the maximum extent permitted by law:

• Our total aggregate liability to you for any claim arising out of or in connection with the services is limited, at our option, to: (a) re-supply of the relevant service, or (b) the amount you have paid to us for that service.
• We are not liable for indirect, consequential, special, or exemplary loss, including loss of profits, loss of revenue, loss of business opportunity, or business interruption.
• We are not liable for delay or failure to perform caused by events beyond our reasonable control, including fire, flood, strikes, supplier failures, or government actions.

We carry public liability insurance appropriate to our trade and can provide a Certificate of Currency on reasonable request.

8. Privacy and your information

We collect personal and business information from you (including your name, business name, contact details, site addresses, and photographs of equipment or sites you upload) for the purpose of providing the services, communicating with you about your bookings, issuing invoices, and complying with our legal obligations.

Your information is stored securely in our customer portal (hosted on Supabase, with data residency in Sydney, Australia) and is not sold to third parties. We may share information with third parties only as reasonably necessary to provide the services (for example, parts suppliers, sub-contractors, payment processors) or as required by law.

Photographs taken during the course of work may be retained for service records, quality assurance, and as evidence of work performed. We may use anonymised, non-commercially-sensitive photographs for promotional or marketing purposes (for example, before/after shots that don’t identify your premises). If you don’t want your photos used for marketing, let us know in writing and we will respect that preference.

You can request access to, correction of, or deletion of your personal information at any time by contacting us at the email below. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles to the extent they apply to us.

9. Governing law and jurisdiction

These terms are governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales and the courts of appeal from them.

10. Changes to these terms

We may update these terms from time to time. The current version is always available at this page. Material changes will be notified to active customers by email. Your continued use of our services after any change constitutes acceptance of the updated terms.

11. Contact us

For any questions about these terms, your booking, or your personal information:
thai@altruismnsw.com.au