Illawarra Handyman Care Plan — Member Service Agreement
1. Parties
This agreement is between Illawarra Handyman Group Pty Ltd (ABN 75 670 102 119) (“we”, “us”, “our”) and the person who subscribes to the Care Plan (“you”, “the Member”).
2. What the Care Plan includes
Your tier sets the number of Visits per year and labour hours per Visit (Essential: 1 visit / 1 hr; Home Care: 2 visits / 2 hrs each; Premium: 4 visits / 3 hrs each, or as varied in your signup confirmation). Each Visit includes general handyman and carpentry maintenance, a basic electrical safety check, a property condition check and a Home Health Report. Any electrical repairs or installations beyond the safety check are performed under our electrical licence (338916C) and quoted separately. Priority booking and your member discount on additional work apply as stated for your tier. Materials and parts are not included — charged at cost plus 20% and quoted before purchase.
3. What is not included
- Work outside our licences — plumbing, gas, roofing, refrigerant (air-conditioning gas), asbestos, structural and similar licensed work. We identify it and, with your agreement, coordinate a licensed partner who quotes and invoices separately under their own licence and insurance.
- Major projects, renovations, and work beyond your included hours — quoted separately at your member discount.
- Supply of major appliances or fittings; work at heights or in conditions we reasonably assess as unsafe.
- Rectification of pre-existing defects, damage from misuse, or third-party work.
4. Term and renewal
The initial term is 12 months from your start date, then it continues on the same billing cycle until cancelled (clause 7). For annual plans we give at least 14 days’ notice before each renewal charge.
5. Fees and billing
Fees are payable annually or monthly in advance by the payment method you provide. All fees include GST and a tax invoice is provided. You authorise us (via our payment processor) to charge the agreed recurring fee until you cancel. If a payment fails we may retry and will contact you; visits and benefits may pause until the account is current. Additional work is quoted and invoiced separately.
6. Scheduling, access & unused visits
We schedule Visits with you and send reminders — please respond so they can be booked in. You agree to provide safe, reasonable access and to disclose known hazards (e.g. asbestos, electrical faults, aggressive animals). Unused Visits or hours do not roll over and aren’t redeemable for cash. A booked Visit missed or cancelled with less than 24 hours’ notice may be treated as used.
7. Cancellation and refunds
By you — cancel any time with 30 days’ written notice (email is fine). Monthly plans: you pay the 30-day notice period only. Annual plans are prepaid; on cancellation we refund the unused pro-rata portion, less the fair value of visits/benefits already used and any member discounts applied. Cooling-off: cancel within 10 business days of joining for a full refund, less the fair value of any work already provided. We may cancel with 30 days’ notice (or sooner for non-payment, unsafe conditions, or abusive conduct) and refund any prepaid, unused portion.
8. Price changes
We may change fees on at least 30 days’ notice, effective from your next renewal. Founding members: your tier’s fee is locked in for the life of your continuous membership.
9. Our licences, insurance & workmanship
We hold NSW Electrical Licence 338916C and Carpenter Licence 451424C and carry $20M public liability insurance. We perform work with due care and skill and will rectify defective workmanship we performed, reported within a reasonable time, at no extra charge. Coordinated trades are independently licensed and insured and responsible for their own work and warranties.
10. Liability & the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law — nothing here limits those rights. To the extent permitted by law, for any failure not covered by a non-excludable guarantee, our liability is limited to resupplying the service or paying the reasonable cost of resupply. To the extent permitted by law, we are not liable for indirect or consequential loss, or for loss arising from your failure to disclose hazards or provide safe access.
11. Privacy
We collect and use your personal information only to provide the Care Plan and coordinate trades, in line with the Privacy Act 1988 (Cth). We share details with a coordinated trade only to perform work you’ve approved; we don’t sell your information; our marketing complies with the Spam Act 2003 (Cth) and you can opt out any time.
12. Rescheduling & matters outside our control
Occasionally we may need to reschedule a Visit (illness, weather, emergencies, or matters reasonably beyond our control). We’ll give as much notice as we can and rebook promptly at no penalty; your included time is not lost because of a reschedule by us.
13. If something goes wrong
If you’re not happy, tell us first — we’ll work with you in good faith to put it right. If we can’t resolve it, you keep all your rights under the Australian Consumer Law and may contact NSW Fair Trading.
14. Photos & marketing
We may take before/after photos of the work for our records and marketing, without showing your name, address or identifying details. You can opt out any time and we won’t use photos of your property.
15. General
We and any coordinated trade are independent businesses. This agreement is governed by the laws of New South Wales. We may update these terms for future renewal periods on at least 30 days’ notice; if a change materially disadvantages you, you may cancel without penalty before it takes effect. If any clause is unenforceable, the rest continues to apply.
16. Acceptance
By subscribing — ticking “I agree to the Care Plan Terms” at checkout, or signing the agreement — you confirm you have read and accept these terms. We keep a dated record of the version you accepted.
Questions about these terms? Call 0493 589 355 or email admin@illawarrahandyman.com.au.