Warranty Call-Out Terms and Conditions
These Terms and Conditions ("Terms") govern all warranty call-out requests submitted to Staycool Heating and Cooling Pty Ltd ("Staycool"). By submitting a warranty request, the owner or authorised occupant ("the Client") agrees to these Terms in full.
1. Prior Requirements
Before lodging a warranty call, the Client must complete all troubleshooting steps in the warranty request form, including:
- Reviewing the unit manual, including the service and maintenance section;
- Confirming filters have been cleaned and maintained in accordance with the unit manual;
- Replacing remote control batteries where applicable;
- Confirming that no person has accessed the roof space and no other trades have attended the property in the preceding three (3) months. Where roof access has occurred, all connections and power points in the roof space must be checked before lodging a request;
- Completing all other troubleshooting steps specified in the warranty request form.
Submission of the warranty request form confirms the Client has satisfied all prior requirements.
2. Installation Warranty Period
Staycool's installation warranty covers defects arising from our installation workmanship for a period of six (6) years from the date of commissioning.
3. Warranty Inclusions
All warranty claims are assessed on a case-by-case basis, taking into account the nature of the fault, the condition of the system, the history of the property, and any relevant external factors. The following are examples of defects that may be covered, subject to that assessment:
- Ducting that has become detached at a connection point due to a workmanship defect. Where vents have been closed or obstructed by the occupant, this creates excess duct pressure and may cause connections to fail; such failures are not considered workmanship defects and will be assessed accordingly;
- Refrigerant pipe leaks in split systems attributable to the original installation;
- Zone motors supplied and installed by Staycool that have failed due to an installation defect;
- Supply air grilles or diffusers installed by Staycool that have become loose or detached due to the installation;
- Any other defect arising directly from Staycool's installation workmanship, as determined on attendance.
4. Scope of Chargeable Attendance
A warranty call-out covers faults arising from Staycool's installation workmanship. Where attendance reveals the fault to be unrelated to the installation, a call-out fee will apply in accordance with Clause 5.
This includes, but is not limited to, faults arising from power supply issues, tripped circuit breakers, GPOs that are switched off or tripped, and power surges. Where an issue is resolved by resetting the power at the switchboard or at a GPO in the roof space, or by replacing remote control batteries, this does not constitute a warranty defect and a call-out fee will apply.
Faults resulting from inadequate maintenance or external environmental factors are also outside the scope of the installation warranty. This includes blockages, debris, or contamination caused by environmental conditions in or around the property.
For tenanted properties, access restrictions that apply to the tenant do not affect this assessment. Standard call-out fees apply regardless of the occupancy arrangement.
Staycool will advise the Client of the nature of the fault before undertaking any chargeable work. The Client acknowledges that circumstances not specifically listed in these Terms may also result in a chargeable attendance, subject to assessment on the day.
5. Fees and Charges
The following fees apply where Staycool attends pursuant to a warranty request and the fault is found to fall outside the installation warranty, where no fault is identified, or where the issue is resolved by means unrelated to Staycool's workmanship. No call-out fee applies where the fault is confirmed as a warranty defect.
| Fee |
Amount (incl. GST) |
Conditions |
| Call-out fee |
$275.00 |
Payable on the day of attendance where the fault is not covered under the installation warranty. |
| No-access fee |
$275.00 |
Applies where no authorised person is present at the agreed time of attendance. |
| Cancellation fee |
$135.00 |
Applies to cancellations made on the day of the booking, or after business hours on the day preceding the booking. |
| Labour and materials |
POA |
Where additional labour or materials are required to rectify a non-warranty fault, costs will be quoted on the day prior to any work being undertaken. |
6. Agreement and Acceptance
A copy of these Terms is provided in the warranty request confirmation. The Terms in effect at the date of submission will apply to that request.
By checking the box below, I confirm I have read and agree to the above Terms and Conditions, including the fees and charges outlined in Clause 5.