Refund & Consumer Guarantees

1. Your Rights Under the Consumer Guarantees Act 1993

The Consumer Guarantees Act 1993 (CGA) gives you certain guarantees when you purchase services from a business in New Zealand for personal, domestic or household use. These guarantees apply automatically – we cannot contract out of them.

For our installation, repair and maintenance services, the following four guarantees apply:

• Reasonable Care and Skill: Our services will be carried out with reasonable care and skill.
• Fitness for Purpose: Our services will be reasonably fit for any particular purpose you made known to us.
• Time of Completion: Our services will be completed within a reasonable time (if no timeframe was agreed).
• Price: Our services will be provided for a reasonable price (if no price was agreed).

2. What Happens If There Is a Minor Problem?

If you believe our services do not meet the CGA guarantees and the problem is minor, you must give us the opportunity to fix it first. We will remedy the issue at no extra cost and within a reasonable time.

You cannot have the problem fixed elsewhere and then claim the cost from us unless we have refused to fix it, have failed to fix it within a reasonable time, or have taken an unreasonably long time to respond.

3. If We Refuse to Fix the Problem or Delay Unreasonably

If we refuse to fix the problem, fail to do so within a reasonable time, or cause an unreasonable delay, you have the right to:

• Have the work remedied by someone else and recover the reasonable cost from us, or
• Cancel the contract and pay less than the agreed price (or obtain a refund if you have already paid).

Any repair costs you recover from us must be reasonable – within the normal range of quotes for that type of work.

4. What Happens If There Is a Serious Problem?

If the problem is serious, you have the right to cancel the contract and obtain a full refund. A problem is considered serious if:

• The work is substantially unfit for the purpose you told us about
• The work cannot be fixed, or cannot be fixed within a reasonable time
• The work creates an unsafe result
• A reasonable consumer fully aware of the problem would not have had the work done

5. How to Make a Complaint

If you have a complaint about our services, please contact us as soon as possible. We aim to acknowledge complaints within two working days and resolve them within a reasonable timeframe.

6. Taking the Matter Further

If we are unable to resolve your complaint to your satisfaction, you may wish to contact the Disputes Tribunal or seek independent legal advice. The Disputes Tribunal can hear claims up to $30,000 (or higher if both parties agree).

For more information about your rights under the Consumer Guarantees Act, visit the Consumer Protection New Zealand website.

7. Business Customers

If you are using our services for business purposes, the Consumer Guarantees Act may not apply. In that case, your rights will be governed by our written service agreement and the general law of contract.

8. Our Refund Policy for Services

If you are entitled to a refund under the Consumer Guarantees Act, we will process your refund promptly and in accordance with the Act. Refunds will be made by the same payment method you used for the original transaction unless we agree otherwise.

Please note that a change of mind does not entitle you to a refund under the CGA. Refunds are only available where our services fail to meet the statutory guarantees described above.

9. Nothing Limits Your Rights

Nothing in this policy or our Terms of Service limits or excludes any rights you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other New Zealand law that cannot be excluded or limited by contract.