Terms & Conditions of Service
V9 19/01/2024

1. Charge Rates
   1. Minimum hourly labour rate is displayed in store or available on request.
   2. Minimum charge is is displayed in store or available on request.
   3. Some work is charged at a fixed or quoted price.
   4. Diagnosis work is charged.
   5. Requests to have a look at an issue and advise what is the likely cause may attract a charge.
2. Warranty and Insurance
   1. Our business carries up to date insurances for all work we carry out.
   2. We offer a comprehensive warranty on all work where we supply and fit components, or carry out labour only (no components).
   3. Components supplied by us carry their manufacturers warranty. This is generally a minimum 12-month period. Please refer to manufacturers specifications for detailed warranty information.
   4. We warrant installation of most new items and repairs for a 3-year period, unless noted otherwise. We do not warrant installation of 2^nd hand/reused items. The vehicle must have regular maintenance carried out by a professional caravan service/repair business including mechanical servicing & sealant inspection on all joins and fittings at least annually. Any issues must be lodged with us within 30-days of initial fault occurring. 
   5. Selected repairs carried out through insurance claims may be covered by a lifetime guarantee.
   6. Items supplied by customers are not warranted under any of our product warranties. Installation of such items is also not warranted due to unknown nature of the goods. Fitting of items supplied by customers may attract a higher labour rate.
   7. Where your van is booked in for a job that you claim should be under warranty (either ours or a 3rd party), we will commence work on that basis. If the issue(s) are found to not be warranty related, you will be advised, and charged for the time/part costs on the job.
3. Special Orders
   1. Full payment required at time of order
   2. Freight charges applicable for rush orders
   3. No refunds available on special orders
4. Payment
   1. Your bill must be settled in full before taking delivery of your van/vehicle
   2. We accept cash, MasterCard & Visa
   3. Payments via EFTPOS machine (including credit cards, debit cards, Tap&Go payments) all attract a surcharge - check in-store for rates. 
   4. Bank transfers require 1-2 business days to clear
   5. Bank cheques require 1-3 business days to clear
   6. We are unable to accept personal cheques,
   7. We are unable to accept Diners or AMEX
5. Responsibility
   1. Vans and contents are left at the owners’ risk
   2. Vans may be stored in our yard, workshop or off-site storage. These locations are fully fenced, and have a variety of security and monitoring systems.
   3. It is recommended you check that your insurance covers your van in such locations, for all weather events.
   4. It is recommended that you remove all contents, personal belongings, mattresses and upholstered items from your van before your booking. We take the greatest care in all our work (e.g. covering areas being accessed), however, we cannot take responsibility of items left in the van which may get damaged or moved.
   5. Please be aware of the condition of your van at the point on check-in. Noting any existing damage. If we accidentally damage your van while it is our care and we are aware of it, we will notify you and work to resolve the issue. We do not take responsibility of areas of damage that are pre-existing on your van, whether you are aware of them or not.
   6. If you believe we have damaged your van while it is in our care, please let us know.
6. Special Requests
   1. Special requests such as, but not limited to leaving fridge running, keeping batteries charged, undercover storage - will be attempted to be accommodated as much as possible, however we are unable to guarantee it - as often work required disabling of certain power source, safety in the workshop, and limitations of available power/gas.
   2. We recommend NOT leaving your fridge running, or leaving food items in the fridge or van.
   3. We recommend having low battery cut-out systems fitted to protect your batteries.
   4. We offer a variety of other alternatives for most of these situations including a publicly accessible fridge for storing your fridge contents while your van is in our care.
7. Workshop
   1. Customers are NOT permitted in the workshop area unless authorised, and accompanied by a staff member, and issued with appropriate protective equipment.
   2. Any discussion you may have directly with our workshop technicians, must also be confirmed by our sales staff, to ensure it is documented. Please advise sales staff in the front office of any discussions/changes you may have had directly with workshop staff.
8. Condition of van on check-in
   1. We expect the van to be clean to a level of being hygenic, and free of excessive dust/dirt/grime in the areas which we are working.
   2. Time spent cleaning a van before being able to commence work will be charged on your bill.
   3. We retain the right to refuse to carry out tasks if the van or component is not clean/hygenic.
9. Completion / Ready for Travel
   1. It is the responsibility of the owner (or their authorized representative) to ensure their van/vehicle is packed and safe/ready for towing/travel prior to leaving our premises. Including, but not limited to stowing hatches/antennas, closing cupboards, locking doors, stowing awning etc.
10. Final Clean
    1. On completion of our work - we will clean the areas of your van on which we worked. Our goal is to have the van as clean, or cleaner than when it arrived on completion of work. This is not a DETAILED clean. If you require detailing, please advise as it is a service that we offer.
    2. Once your job is completed, your van will be stored in our yard. During this time it is possible that your van may get dirty from dust, rain, spiders, insects etc. We do not take responsibility for the cleanliness of your van after it has been stored.
11. Removed fittings
    1. Any items removed as part of the work will NOT be retained, unless specifically requested by customer, it has been added to job card, and physically signed off by customer at the time of check-in.
    2. Certain items are NOT available for retention - including mechanical components like brakes & drums (due to safety requirements to prevent them being reused on other vehicles).
12. Uncollected Goods
    1. The Disposal of Uncollected Goods Act 1967 covers inspection, custody, storage, repair and other treatment of goods. Under this Act, uncollected goods may be sold six months after the date on which they were ready for collection.  Storage fees apply from 1 week after job completion at $385/month or part thereof.
13. Unpaid Work
    1. We retain a lien over the vehicle until the work is paid for in full.
14. Communication
    1. We communicate with you through phone, email and SMS. We do not guarantee any other communication methods such as social media including Facebook and Twitter.
15. Compliments policy
    1. Our entire team is driven to deliver exceptional care for your van, and exceptional service to you. We believe we try pretty hard day-in-day-out, and are constantly improving. If you’ve enjoyed your experience with us, it makes a hell of a difference to know that we’ve done ok. It puts a spring in our step and refreshes the soul. If you know of a certain team member that did make a big difference to you, we would love to know. Email [email protected], call us, or just have a chat!
16. Complaints policy
    1. We don’t get it right all the time. If we’re not exceptional, we want to hear about what we could have done better. We will always look for ways to resolve the issue for you. Please tell us. Email [email protected]
17. Returns Policy
    1. We are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem. This is when the item:
       1. has a problem that would have stopped someone from
       2. buying the item if they had known about it
       3. is unsafe
       4. is significantly different from the sample or description
       5. doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
    2. Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
    3. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
    4. If the item purchased is second hand, it is your responsibility to inspect and identify any defects, and confirm that parts are available for it. Second hand items are not covered by the customer guarantee of acceptable quality, and therefore non-refundable in most situations.
    5. Please keep your proof of purchase —e.g. your receipt