REPAIRS & LEAKS POLICY Revision 0626

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General Repairs

When undertaking repair work, our objective is to carry out all services with reasonable care, skill, and attention, using our knowledge and experience to achieve the best possible outcome.

Repair work is intended to address the reported fault or issue; however, due to the condition, age, design, installation, or previous repairs of the product, we cannot guarantee that:

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• The reported fault will be completely resolved;

• Additional faults or underlying issues will not become apparent during or after the repair;

• The same or a similar fault will not reoccur in the future; or

• Further remedial work will not be required.

 

Unless expressly agreed in writing, repairs are undertaken on a reasonable endeavours basis and no guarantee is given regarding the long-term performance of the repaired item.

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Window, Door and Similar Repairs

Repairs to windows, doors, locks, hinges, handles, glazing systems, and related components often involve symptoms that may be caused by underlying issues not immediately apparent at the time of inspection.

For example, a lock may fail due to wear or damage, but the underlying cause may be hinge movement, frame distortion, installation defects, settlement of the building, or other factors beyond the component itself.

Where replacement parts are supplied and fitted by us, such parts may be covered by the manufacturer's warranty, subject to the manufacturer's terms, conditions, inspection procedures, and acceptance of the claim.

Any warranty relating to replacement parts shall be limited to the manufacturer's warranty only and does not extend to labour, call-out charges, consequential losses, or failures caused by factors including, but not limited to:

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• Misalignment;

• Structural movement;

• Wear and tear;

• Incompatibility with existing components;

• Incorrect operation or misuse; or

• Any other contributing external factor.​

 

If a fault reoccurs or further issues arise, each case will be assessed on its own merits and any additional visits, investigations, repairs, labour, or materials may be chargeable.

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Water Ingress and Leak Investigations

Our objective is to identify and remedy water ingress and leak-related issues with the minimum disruption reasonably possible.

Water ingress can be difficult to trace, as water may travel significant distances from its point of entry before becoming visible. In many cases, the source of a leak is not immediately apparent and may require a process of investigation, testing, monitoring, and elimination before the cause can be identified.

Where the source of water ingress cannot be conclusively determined, we may carry out investigations and recommend remedial measures based on the information available at the time.

Due to the nature of water ingress investigations, hidden defects, construction methods, and conditions beyond our control, we cannot guarantee that any investigation or remedial work will permanently eliminate all future water ingress or related issues.

Should further ingress occur after remedial work has been completed, additional inspections, investigations, and remedial works may be required and may be subject to further charges.

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Legal Rights

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded or limited under applicable law.

In particular, nothing in this policy excludes or limits liability for:

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• Death or personal injury caused by negligence;

• Fraud or fraudulent misrepresentation; or

• Any other liability which cannot be excluded or limited by law.

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This policy should be read in conjunction with any applicable statutory rights and consumer protections.