Terms and Conditions

Service Agreement

Proud Appliances will always uphold a high standard of service for our clients to the best of our abilities. In order to make sure our service to our customers is completed smoothly we ask all our clients to read the below terms & conditions of service. 

If you require clarification on any of our terms & conditions please enquire with our customer service staff by calling ...
08 9388 2251. Thank you for your custom and choosing Proud Appliances.

Terms and conditions

When booking with Proud Appliances please be aware that you have entered into a binding contract, whether verbal or written. We take all of our work and customers seriously, so please respect and abide by the following terms and conditions:

TERMS & CONDITIONS OF SERVICE

SERVICE CALLS

THE FOLLOWING SERVICE CHARGES ARE APPLICABLE TO ALL STANDARD SERVICE CALLS AND WARRANTY CALLS IF A NON WARRANTY ISSUE HAS BEEN REPORTED. 

• All appointments are confirmed at the time of booking, with all work guaranteed.
• If we attend as requested the service call charge has been incurred and payable on the day regardless of the outcome of the repair. We can't tell what condition appliances are in until we see them and sometimes appliances are beyond any economical repair. If we are unable to service or repair the unit due to reasonable circumstances the service call is still payable.
• Any broken appointment will incur the call out fee unless the office has been sufficiently notified of the cancellation at least 24 hours before the booking via phone within Proud Appliances business hours (8am - 4:30pm, Mon - Fri). 
Missed appointment fee's are applicable to all warranty and non warranty calls. (unless confirmed otherwise by the manufacturer)
If you miss your booking without cancelling the appointment within an acceptable notice period (24 hrs before appointment) we will require the service call to be paid before re-attending. We will then re-book the appointment and charge labour / parts as per our standard rates. 
The office must be made aware of the cancellation via phone call within Proud Appliances business hours (8am - 4:30pm Monday to Friday). A cancellation number will be given for your confirmation to ensure you are not charged for the call out.
If you do not re-book the appointment the service call is still incurred for the missed appointment and payment will be required. 
• All of our work is Cash On Delivery and is to be paid on the day of the service. (Unless a pre-approved account has been set up with us) The service call fee is payable on our first visit regardless of whether the appliance is repairable or not. We have mobile EFTPOS terminals allowing all forms of card payment to be accepted (Except Amex). We will only accept cash or EFTPOS/credit cards (with the exception of Amex) as forms of payments. We no longer accept cheque or direct transfers for C.O.D services or part sales.
• If an invoice is unable to be paid on the day, an account keeping fee may be applied of $25 and unsettled invoices will incur an interest charge of 14.5% per 14 days. If payment is not received aftethis period, your account may be forwarded onto the company's debt collectors to acquire payment and further interest fee's may be applied to the outstanding balance.
We encourage any disputes of billing to be brought to our attention immediately by contacting us either by phone or email.
• If you are a company or real estate agent and require a credit account please contact our administration department at admin1@proudappliances.com.au for a credit application.
For account clients, invoices can be paid online by direct debit. Please state your invoice number as the reference.
Payment is to be made out to Proud Appliances Pty Ltd
Bank: ANZ
BSB: 016 412
Account No.: 2116-39349
All prices are inclusive of GST

WORKSHOP REPAIRS

• Our minimum workshop fee is $85 which includes up to 45 mins of labour payable upon booking in the appliance into our workshop. 
• If you book in an appliance under warranty for inspection and the issue becomes NON WARRANTY due to misuse or user error, the minimum workshop fee of $85 will apply regardless of the reason the unit is non warranty and is payable by the owner of the appliance before it is returned unless agreed otherwise in writing by the warranty provider. 
• Written estimates will be sent for repairs generally in excess of $50. Small repairs will generally be carried out automatically up to $50 extra cost within reason. 
• All repairs are required to be paid from the date of completion. Unless otherwise agreed we will allow 5 working days to collect the appliance and pay for repairs. Any extensions can be permitted but notice must be given by the client.
If the appliance is not collected within a reasonable time frame, unpaid invoices may be forwarded to our debt collection agency if payment not received and sufficient contact attempts have been made. The appliance may be used to recover costs in these situations i.e. resale or spare parts. Notification to collect your appliance after repair will be given by SMS, Email, and/or Phone call.   Storage fees of $2 a day will be incurred if appliances are not collected within the 5 day period unless sufficient instructions have been given. 

ESTIMATES FOR REPAIRS

• Any estimates for repairs or replacements required in the field or workshop will be priced and sent as a pdf document to a valid email address or verbally advised of costs by telephone. Estimates are to be approved in writing before we can continue with the job. 
• Repairs are given as estimated prices in most cases as the labour required can be more or less than stated depending on what conditions are found when carrying out works. 
• Any estimates sent for repairs are considered only to be valid for 24 hours. Prices may be subject to change after this period.  

SPARE PARTS RETURNS

Parts orders are non-refundable unless under certain circumstances.
 
Proud Appliances is not obligated to provide a refund in the following cases:
• If the part ordered is incorrect at no fault of Proud Appliances
• If you change your mind
• If you have damaged the item while trying to fit/install it
• If the part was fitted and is not required.
 
Refunds or exchanges are only applicable if the item has a major problem, for example:
 
• The item has a problem that would have stopped someone from buying it if they had known about it
• The item is unsafe
• The item is significantly different from the sample or description
• The item doesn’t do what we said it would, or what you asked for and can’t be repaired
 
An exchange only will be given if the item fails within a warranty period of the part and the failure is determined the part itself has failed and no other cause has contributed to the failure.

Only at the management's discretion will parts be returned or refunded for any other reason, and this may be subject to a re-stocking fee (nominal 20%).

SERVICE & SPARE PART WARRANTY

We are pleased to offer you the following guarantees on our services:

• 3 month (90 day) workmanship warranty on any repairs we perform.
• 30 day call back warranty if we are unable to reproduce faults on our first service call visit. 
• 3 months new part warranty as per industry standard. *
• 30 day warranty on any second hand parts fitted.

*Warranty durations and conditions on spare parts are set as per the manufacturers terms and conditions. The standard is a minimum of 3 months from date of purchase however some manufacturers do offer 12 months. All warranty offered on spare parts are purely based on what the manufacturers are able to provide which will be enforced by Proud Appliances. Labour to replace failed parts is not covered by the manufacturer in any case. If Proud Appliances technicians fit the spare parts the labour to replace the failed part will be covered up to the 90 day period of the workmanship warranty from date of installing the part. Standard service charges will apply after this time even for parts that do offer a 12 month part warranty. 

WARRANTY FOR ANY SERVICES PROVIDED ARE ONLY VALID ON JOBS WHICH HAVE BEEN PAID IN FULL.

Please note that our terms and conditions are subject to change without notice. Please refer to our website regularly for updates and changes. 

Exceptions to areas of service

Unfortunately, the following postcodes are outside of our service area and therefore we are unable to make a service call to these areas. However, if you are able to send or bring in your appliance to our workshop we would be happy to have a look at it.

6041 – 6044             6212 – 6490             6503 – 7000
 
For more information please call our friendly staff on (08) 9388 2251 and we will be able to assist you.

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