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1. Health and Safety Obligations

   1. Animals – At all times please ensure that all animals are locked away during the technician’s appointment.

   2. Footwear - Our staff are required to leave their shoes on whilst attending your booking. If you would like to cover your floors, we ask that you place down the appropriate protective covering ready for your booking.

   3. Abuse - Our staff are committed to helping you and finding the best outcome in your individual circumstances. We will not accept aggression or verbal abuse in any way.

2. COVID -19

   1. We have an established COVID-19 Safety plan that you can view on our website. We follow health guidelines by the ACT/NSW government and ask our customers to partner with us in this commitment.

   2. Should you have visited a COVID-19 hotspot, be awaiting test results, be experiencing cold or flu like symptoms you agree to contact our office to reschedule your booking.

   3. You agree, where possible to maintain social distancing and follow reasonable requests from our staff relating to good hygiene practices.

3. Confirming your booking and Appliance Access

   1. When your job is booked in, you will receive a call, text message or email confirming the date and estimated arrival window for the booking. You will also receive a reminder text 24 hours prior to the service call.

   2. Cancellations - We understand things come up and you may need to reschedule your booking. We ask that you provide a minimum of 24 hours’ notice.

   3. Attendance - Our technicians will call half an hour prior to attending the booking. Should the call not be answered, a voicemail will be left, allowing you to return the call within 15 minutes, should they not hear back in the 15 min, the booking will need to be rescheduled.

   4. Access - In order to best assess and repair your appliance we need to be able to access the unit in a way that allows testing. This requires an active power source, water and drainage where applicable. This includes clear access to active power points, check that you do not have excessive items blocking power points inside cupboards.

   5. There are instances where appliances may have been floored in by tilling or floorboards. In some circumstances this may require us to re-attend once access difficulties have been rectified. This also applies to instances where the kick boards are not removable.

4. Payments

   1. Payment of the service call is required on the day of the service call at the completion of the booking. The standard service call is $190 which includes the first 30 minutes of labour. Any additional parts, labour in excess of the 30 minutes included in the service call and any labour aid charges are also payable on completion of the booking to our technician on site.  Please note, we do NOT issue accounts.

   2. Payment Methods - Our preferred payment method is by card (EFTPOS, Visa or Mastercard), but payment can also be made by cash. A receipt will be issued, via email once payment is made.

      1. Quotes - for follow up repairs will only be issued once the initial service call is paid in full.

      2. Should the person responsible for payment not be available at the time of the booking payment ought to be made in advance over the phone.

      3. Private Rentals - payment for all private rental work is required in advance. Please contact the office to discuss options prior to the day of your booking.

5. Contacting and Communication with our team

   1. Our office hours are between 8am -4:30pm (Mon-Fri) if you need to contact us beyond these times email is preferred (repairs@emerald-isle.com.au – please include job number/s) or you can text the office number. If we are unable to answer your call, please leave and message and we will follow up with you ASAP.

   2. Ordering Parts - We endeavour to repair your appliance as quickly as possible, however we rely on supply from manufacturers globally (as we only source genuine parts) and sometimes this can impact the speed in which we received your parts. We will continue to keep you updated on the status of your job and appreciate and thank you for your understanding that these delays are beyond our control. In addition, we only warranty parts we supply.

   3. Broken Part Repairs - Should your repair require the replacement of a broken part please include a photo/video, and the model information (full model and serial number of the appliance). We will endeavour to precure the part prior to attending but appreciate you are understanding that on occasions this may still require an initial diagnosis inspection.

6. Warranty on Repairs

   1. Sometimes repairs do not go to plan, this is frustrating for us all and we wish to work with you closely to find a solution. At times this may take some time (i.e. ordering additional parts, waiting on additional technical advice from manufacturers) to achieve the best outcome for you ASAP. We will endeavour to keep you updated and encourage you to contact our office if you require further information or clarification.

   2. Parts Warranty – parts come with a manufacture warranty; this is provided directly by the manufacture with each supplier/manufacture establishing their own warranty period. If a part fails, please contact our office to see how we can support you in resolving this. 

   3. Workmanship Warranty - In addition to the parts warranty, Emerald Isle Appliance Service provide a warranty on workmanship. This applies to same or similar problem arising with the appliance following the completed repair. The warranty period for this is three (3) months from the completion of the job. This included warranty on the installation only of an appliance that has been replaced.

   4. Warranty exclusions. The following instances void the standard warranty.

      1. An invoice has not been paid in full.

      2. When fault arises from unreasonable use, including but not limited to customer misuse and negligence user maintenance and cleaning, domestic appliances used in commercial settings, damage, insect or vermin infestations, existing rust or leaks, use or attempted user repairs whilst the fault exists and failure to follow the manufacturer user protocols.

      3. Instances where repairs are requested and completed against our advice.

7. Damage Waivers

   1. The highest level of due care is taken when working on site with your appliances. Where able we take all precautions to minimise risk of damage, for example sending additional staff when moving large items. However, whist reduced many damage risks cannot be eliminated due to the nature of our work. We work under the following waiver conditions.

   2. Moving Appliances - We do not accept responsibility for damage arising from the risk of moving appliances to complete work. This includes damage to areas such as walls, flooring, cabinetry and countertops. You agree to hold Emerald Isle Appliance Service faultless for any and every liability related to any such damage that may arise in relation to these required movements.

   3. Working with Water – You accept that when appliances are connected to water that there is an inherent risk that part failure, unreliable connections and other faults could result in unintended and unexpected leakage or flooding causing damage. You understand and accept the risk associated with such work and agree not to hold Emerald Isle Appliance Service liable for damage that may arise in these instances.

   4. Fragile Cooktops – When working with fragile cooktops (i.e., glass or ceramic) to access parts there is a risk of damage, particularly in instances where strong adhesives are used. You accept these risks and the liability for any damage that may arise.

   5. Our staff will act with the upmost care and due diligence, but you accept that, due to the nature of this work there are risk associated and agree that by requesting us to complete this work that you agree to these waiver provisions.