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TERMS, CONDITIONS & OPERATIONAL POLICY MANUAL ACT & NSW OPERATIONS

1

COMPANY OVERVIEW

This Policy Manual applies to all services supplied by Pro Pool & Property Fix PTY LTD (“the Company”) including pool maintenance, pool servicing, property maintenance, handyman services, commercial maintenance, pressure cleaning, painting, plumbing coordination, rubbish removal, emergency call-outs, and associated works throughout New South Wales and the Australian Capital Territory.

All employees, contractors, subcontractors, customers, agents, and associated parties must comply with this Policy Manual.

2

SERVICE TERMS & CONDITIONS

2.1

Acceptance of Terms

By engaging the Company, accepting a quote, making payment, booking services, or permitting works to commence, the customer agrees to these Terms and Conditions.

2.2

Quotations

  • All quotations are valid for 14 days unless otherwise stated.
  • Quotes are based solely on visible conditions at the time of inspection.
  • Hidden defects, underground issues, concealed plumbing, electrical faults, structural failures, or additional labour are excluded unless specifically listed.
  • Variations outside quoted works may incur additional charges.

2.3

Minimum Service Charges

The Company applies the following minimum charges:

  • Standard minimum attendance fee: $110 plus chemicals/materials.
  • Emergency or urgent call-out fees may apply.
  • After-hours surcharge: 50% above standard rates.

2.4

Payment Terms

Unless otherwise agreed in writing:

  • Residential invoices are due within 7 days.
  • Commercial accounts may receive 7–14 day terms.
  • Overdue invoices may incur:

 

  • Late payment administration fees;
  • Debt recovery costs;
  • Legal recovery costs;
  • Interest charges permitted under Australian law.

Failure to pay may result in suspension of future services.

3

CUSTOMER RESPONSIBILITIES

Customers must:

Customers must:

  • Provide safe and unrestricted access;
  • Ensure pets are restrained;
  • Disclose known hazards;
  • Maintain compliant electrical systems;
  • Maintain legal pool fencing compliance;
  • Notify the Company of underground services where known.

The Company reserves the right to refuse unsafe work.

4

PROPERTY ACCESS AUTHORITY

Where prior approval is provided, customers authorise Company staff, employees, and subcontractors to access the property in the owner’s absence for scheduled works.

The Company is not responsible for delays resulting from inaccessible properties.

5

PHOTO & VIDEO RECORDING POLICY

The Company may capture photographs and video recordings before, during, and after works for:

  • Quality assurance;
  • Documentation;
  • Insurance evidence;
  • Dispute resolution;
  • Safety reporting;
  • Marketing purposes where lawful.

Confidential customer information will not intentionally be disclosed without consent.

6

LIMITATION OF LIABILITY

To the maximum extent permitted by Australian law, the Company shall not be liable for:

  • Pre-existing pool or property damage;
  • Chemical staining or surface reactions;
  • Corrosion or equipment deterioration;
  • Hidden plumbing or electrical faults;
  • Underground leaks;
  • Supplier or material delays;
  • Weather-related delays;
  • Structural failures;
  • Equipment failures unrelated to Company workmanship;
  • Damage resulting from customer neglect or misuse.

No liability is accepted for works not expressly included within the approved quotation.

7

POOL CHEMICAL POLICY

Pool chemicals must be handled in accordance with Australian safety standards and manufacturer requirements.

Customers acknowledge:

  • Water chemistry can react unpredictably depending on pool age, materials, prior chemical use, weather, and maintenance history;
  • Certain stains or discolouration may become visible after treatment;
  • Existing algae, calcium, corrosion, or structural defects may worsen during restoration or balancing procedures.

The Company is not responsible for historical or pre-existing pool conditions.

8

WORK HEALTH & SAFETY (WHS)

The Company maintains a zero-tolerance approach toward unsafe conduct.

Employees and contractors must:

  • Wear appropriate PPE;
  • Follow safe operating procedures;
  • Report hazards immediately;
  • Use chemicals correctly;
  • Operate vehicles safely;
  • Comply with NSW and ACT WHS legislation.

Unsafe works may be suspended immediately.

9

CONTRACTOR & SUBCONTRACTOR POLICY

All subcontractors engaged by the Company must:

  • Hold relevant licences where legally required;
  • Maintain appropriate insurances;
  • Comply with WHS requirements;
  • Follow Company procedures and standards;
  • Maintain professional conduct at all times.

Subcontractors remain independently responsible for their taxation, superannuation, insurance, and licensing obligations.

10

EMPLOYEE CONDUCT POLICY

Employees and contractors must:

  • Act professionally;
  • Respect customer property;
  • Avoid offensive conduct;
  • Avoid substance use while working;
  • Maintain confidentiality;
  • Follow lawful directions;
  • Report incidents immediately.

Misconduct may result in termination.

11

VEHICLE & EQUIPMENT POLICY

Company vehicles and equipment must be:

  • Operated safely;
  • Maintained regularly;
  • Used only for authorised purposes;
  • Secured against theft or misuse.

Operators are responsible for reporting defects immediately.

12

ENVIRONMENTAL & WATER DISPOSAL POLICY

The Company aims to minimise environmental harm by:

  • Disposing waste lawfully;
  • Avoiding stormwater contamination;
  • Using chemicals responsibly;
  • Reducing unnecessary water discharge;
  • Following environmental regulations in NSW and ACT.

Hazardous materials must never be disposed of unlawfully.

13

ENVIRONMENTAL & WATER DISPOSAL POLICY

All injuries, damages, near misses, chemical incidents, or safety concerns must be reported to management immediately.

The Company may investigate incidents and maintain written records for insurance and compliance purposes.

14

CANCELLATION POLICY

  • Cancellations with less than 24 hours’ notice may incur fees.
  • Emergency call-outs cancelled after technician dispatch may incur full attendance charges.
  • Repeated cancellations may result in refusal of future service.

15

WARRANTY & WORKMANSHIP

The Company warrants workmanship for a reasonable period consistent with Australian Consumer Law.

Warranty exclusions include:

  • Customer misuse;
  • Third-party interference;
  • Lack of maintenance;
  • Chemical imbalance caused after service;
  • Existing structural or equipment faults.

16

PRIVACY POLICY

The Company collects customer information only for legitimate business purposes including:

  • Scheduling;
  • Invoicing;
  • Communication;
  • Compliance;
  • Service records.

Information will not intentionally be sold or disclosed unlawfully.

17

SOCIAL MEDIA & REVIEW POLICY

The Company encourages respectful dispute resolution before public complaints.

False, misleading, defamatory, or malicious online content may be referred for legal review.

Nothing in this policy limits lawful consumer rights under Australian law.

18

DISPUTE RESOLUTION

Parties agree to attempt reasonable resolution before commencing legal proceedings.

Jurisdiction shall generally fall within NSW or ACT courts where applicable.

19

FORCE MAJEURE

The Company is not liable for delays caused by events beyond reasonable control including:

  • Extreme weather;
  • Flooding;
  • Supplier shortages;
  • Government restrictions;
  • Utility outages;
  • Natural disasters.

20

POLICY UPDATES

The Company may amend these policies periodically.

Updated versions become effective upon publication or customer notification.