Terms & Conditions Of Trade

While it might feel a bit time-consuming to read the fine print, we do believe it is the best way to manage expectations and avoid any surprises. Our terms of trade set out what we will deliver to you and what we expect from you.

We believe in providing great service and we take pride in our standards. The terms of trade below serve as the criteria for all of the work we carry out. These terms override any agreements made in person, over the telephone, or in any other communication.

When you ask Arctic Melbourne Pty Ltd (or Heritage Hydronics) to carry out work on your behalf, you agree to uphold your obligations under these terms of trade.

If you have any questions please contact us on our office number 1800 272 842 or email us at office@arcticmelbourne.com.au. If you are unhappy with the work we provide, or have any problems or comments, please let us know immediately. We will do our best to fix any problems right away. If you do not give us feedback or if you delay payment, it makes it difficult for us to put things right.

Note : Please note it is our standard practice to provide rates and part pricing in EX GST amounts. Your final invoice will include GST in addition to this amount.

A quote is an estimate of works based on either a site inspection or details provided by the client over the phone or via email. We do our best to ensure our pricing is as accurate as possible, however it is important to note that in some cases variations may apply if an unforeseen circumstance arises.

A quote or job is considered “accepted” by the client upon either; return of quote acceptance form OR a response to quote in writing asking us to proceed or stating “yes” “go ahead” or similar. Payment of invoice or deposit invoice is also considered to be an acceptance of the quote or job.

We can generally provide up to 3 versions of quoted works at no charge for legitimate leads. Any additional changes required after version 3 will incur a $95 ex GST fee per adjustment.

If a quote is required for a non-legitimate lead (such as a school project) a fee of $95 ex GST applies.

Free quotes are presented as a bulk price only. If you require a quote breakdown you can purchase the quote for $95 ex GST.

A Service / Diagnostic call covers up to 1 hour of work and will either encompass a General Service of a working system

OR

Diagnoses of a system that is not working or displaying an error. If a non-working system can be repaired on the spot within the 1 hour appointment, these works may be carried out. If parts (including inhibitor) are required, this will be billed for in addition to your Service/Diagnostic Call charge.

Should a call back be required you will be issued with a quote for further works after payment of your initial Service/Diagnostic invoice has been received. Further works that involve spare parts may also require a deposit or pre-payment of quoted amounts in full prior to re-attending.

You will be emailed a booking confirmation along with our rates. All invoices are due upon receipt and delaying of payments may result in late fees, engagement of a debt collection agency and/or a stop work order on your address. This means that if you require us to re-attend, our office staff may not be able to book you in if you have an outstanding invoice listed against your address.

Please note our minimum hourly charge is 1 hour, so this means if our trades team finish their work ahead of schedule you will be billed for the entire hour as per your quoted rates.

If your service call and repairs is covered under warranty there will be no invoice issued (no charge).

If the equipment is operating normally or malfunctioning due to misuse or negligence by the client or the equipment has not been properly maintained by a licensed air conditioning or hydronic heating company in accordance with the manufacturer’s ecommendations, the client will pay the cost of the service call together with labour and material costs.

Warranty will not be covered if it is found equipment is damaged by outside influences beyond the control of Arctic Melbourne Pty Ltd. Some examples of this are: incorrect voltage, vandalism to equipment, flood, fire, lightning strike, modifications to equipment carried out by unauthorised personnel.

It is the client’s responsibility to ensure a safe work environment for our trades team. Should our workers deem a site hazardous, they will stop work. Call out or call back fees will be applicable.

Adequate space or access panels must be available to enable full servicing of all systems. Any costs incurred due to inaccessible systems are to be borne by the client, irrespective of whether the system has been commissioned or not.

When walking through ceilings it is not our responsibility to repair any damage to ceilings from gyprock fixing screws or gyprock joins pushing through the set due to modern truss roofs flexing; however we will take all care in trying to avoiding this occurring.

A Project Job encompasses new installations or removals or change-overs of existing systems. This term may also be extended to include extensive repair works. Project Jobs usually require multiple trade staff to attend, often over multiple days.

All scheduling arrangements should be made via the office by phone 1800 272 842 or by email office@arcticmelbourne.com.au. Your schedule is not confirmed until you have received your booking confirmation from the office.

Arctic will not schedule work, or otherwise guarantee availability of stock or appointment times, until a deposit payment has been received in full or an existing claim payment has been paid in full.

Although we try not to, it is possible we may change scheduled dates at short notice for reasons such as; high priority emergency at a health care provider such as an aged care home, scheduled laborers not attending work, previously scheduled jobs running overtime, or non-compatible weather such as rain when workers are required to be on the roof.

If you need to cancel or re-book a scheduled attendance you can do so by contacting the office. Please provide no less than 24 hours notice to avoid a late cancellation fee.

It is the client’s responsibility to ensure a safe work environment for our trades team. Should our workers deem a site hazardous, they will stop work. Call out or call back fees will be applicable.

Adequate space or access panels must be available to enable full servicing of all systems. Any costs incurred due to inaccessible systems are to be borne by the client, irrespective of whether the system has been commissioned or not.

We will accept responsibility for damages to equipment or property caused by our employees during the installation or other service provided (unless otherwise outlined). Arctic Melbourne does not take responsibility for any consequential damages to property after the installation is complete and the system(s) have been commissioned.

In some circumstances planning approval may be required prior to installation of any outdoor units depending upon the Council involved; it is the client’s responsibility to determine whether this is the case and to obtain any necessary approvals that may be required prior to Arctic attending for installation.

When walking through ceilings whilst installing it is not our responsibility to repair any damage to ceilings from gyprock fixing screws or gyprock joins pushing through the set due to modern trussroofs flexing; we will take all care in trying to avoiding this occurring.

Arctic Melbourne is not responsible for minor cracks and blemishes that may appear in ceilings and walls where duct outlets and return airs are installed; due to the construction techniques used in modern houses and older fragile ceilings this can be an unavoidable occurrence. All care will be taken in trying to avoid this occurring.

In some cases, variations need to be made to an original quote for reasons such as change of mind by the client, or unforeseen difficulties uncovered during installation. All work may be paused until variations in costs are agreed to by the customer, and/or paid for as necessary

We are not responsible for any existing electrical installation. Any unforeseen conditions to aerial or underground mains will be at the client’s expense unless specifically quoted for in writing.

Arctic Melbourne is not responsible for any electrical upgrades from the street mains to the switchboard, or switchboard upgrades, unless specifically quoted for in writing.

Deposit amounts are strictly non-refundable outside of the Cooling Off Period. A deposit will be refunded if Arctic is unable to proceed with works for reasons outside of the clients control (such as stock shortage).

All equipment installed shall remain the property of Arctic Melbourne Pty Ltd until payment on the job total has been received in full. Employees of Arctic Melbourne Pty Ltd have the right to enter the premises where work has been performed and recover the equipment if default is made on payment.

You can withdraw from a contract without penalty for up to five days after signing the contract – being the nominated cooling off period.

If you withdraw from the contract during the cooling-off period, you are not liable to Arctic Melbourne Pty Ltd in any way – for example, for financial losses. You may be liable for incidental expenses of Arctic Melbourne Pty Ltd.

Your cooling-off period starts from the date you received the copy signed by Arctic Melbourne Pty Ltd, regardless of when you signed the contract. You will generally find this signed document attached to the end of your quote.

You are entitled to a refund of your deposit, less $100 and any out-of-pocket expenses Arctic Melbourne Pty Ltd incurred before the contract was withdrawn, which you approved. This can include things such as stock already ordered and costs of labourers who already attended site.

You do not get a cooling off period if you have previously entered into a contract with Arctic Melbourne Pty Ltd on the same terms for the same home or land, and cancelled the contract during the cooling-off period OR engaged a lawyer to review the contract before you signed. However, a building lawyer can help you understand and negotiate your contract.

You must notify Arctic Melbourne Pty Ltd in writing if you decide to withdraw from the contract.

Should you choose to end your contract you must give Arctic Melbourne Pty Ltd a signed notice stating that the contract is being ended. The notice must also give details of why the contract is being ended. If you end the contract in this way, you must still pay Arctic Melbourne Pty Ltd a reasonable price for work completed before the contract ends. Arctic Melbourne Pty Ltd may not recover more than they would have under the contract.

$50 ex GST

$220 ex GST

12%

We define our normal hours of business from 7.00am-4.00pm Monday to Friday. Work done outside of these hours or on Public Holidays is subject to an after-hours call out fee of up to $450 ex GST. Labour rates will also be charges at 1.5x or 2x as appropriate to cover the additional costs of paying our trades staff overtime.

If you require a detailed report (for example to provide to an insurance company or body corporate) please let us know prior to attending so we can schedule a longer site visit and allow for additional administration time. The fee for a report is generally +$125 ex GST on top of a standard Service/Diagnostic call rate.

If you are the owner of a new heating and/or cooling system it is your responsibility to ensure warranty conditions are upheld, including registering your products for warranty when required and maintaining a regular servicing schedule.

Please see below the terms and conditions for our most commonly installed products. If you need assistance registering your warranty or to make a warranty claim – please contact us at office@arcticmelbourne.com.au.

• 25 Year Warranty on DeLonghi Steel Panel & Tubular
• 10 Year Warranty on DeLonghi Towel Rails
• 12 Month Warranty on Immergas Boilers (or 3 Years if registered online)
• 12 Month Warranty on Immergas & Nest Thermostats
• 5 Year Warranty on Honeywell Thermostats

• 10 Year Warranty on Hotwire Heating Cable
• 2 Year Warranty on Thermostat/Timer
• 12 Month Warranty on Elektra Heating Mats

• 5 Year Warranty on Daikin Splits, Multi-Splits & Ducted Air Conditioners
• 12 Month Warranty on Daikin Air Purifiers
• 5 Year Warranty on Mitsubishi Air Conditioners
• 5 Year Warranty on Panasonic Air Conditioners
• 5 Year Warranty on Rinnai Air Conditioners

For links to warranty terms and registrations, please visit https://www.arcticmelbourne.com.au/warranty-info/