Terms & Conditions

The products, services and hardware Terms and Conditions shall apply to the provision of Digital Plus Installations Pty Ltd trading as Coastal Connect and Coastal Antenna. Digital Plus Solutions Pty Ltd is a company registered in Australia whose principle place of business is 1/27 Hampton Street Greenfields, Western Australia 6210.

 

COMPANY AND CLIENT HEREBY AGREE AS FOLLOWS

 

1. Contract Formation

The following are Terms and Conditions for all services supplied by Digital Plus Installations Pty Ltd. For additional Terms and Conditions relevant to CCTV/Alarm Terms and Conditions please review the additional CCTV/Alarm Terms and Conditions for more information.

 

1.1.  Upon receipt of the quote the client may accept the quote either verbally by calling the office or by clicking on the link emailed out and accepting the quote online. Once the quote has been accepted The Company will discuss a mutually convenient time for installation. 

 

1.2 In the case of other products or services offered by The Company The Company reserves the right to request a deposit to be paid before proceeding with installation.

 

1.3 Should a client refuse the conditions of the quote and/or the Terms and Conditions as outlined they may cancel the installation date prior to installation. If works begin and cannot be completed due to either

1. a) Environmental factors
2. b) Technical Issues
3. c) Factors outside The Company’s control
4. d) Client changes their mind and/or
5. e) Facilities/Structural Issues
6. f) Regional Location restrictions;

 a new installation date will be discussed and agreed upon by both parties within a reasonable time frame. The Company reserves the right to delegate work within their schedule considering all factors and client needs to determine the appropriate course of action to rebook to complete the works.

 

1.4 Should The Company install the work as agreed by both client and company the client agrees to the Terms of the Contract and agrees to pay all monies owed within the terms of the contract.

 

2. Supply of Software, Products and Services

 

2.1 Company may deliver the services itself or by its subcontractors, providing always that The Company shall be fully liable for the acts and omissions of its subcontractors in the performance of services.

 

3. Services

 

3.1 The Company shall deliver the services in accordance with the terms of the contract.

 

3.2 In the event that The Company is unable to deliver the services on the scheduled date due to any of the following factors:

1. a) Environmental factors
2. b) Technical Issues
3. c) Factors outside The Company’s control
4. d) Client changes their mind and/or
5. e) Facilities/Structural Issues
6. f) Regional Location restrictions:

a new installation date will be discussed and agreed upon by both parties within a reasonable time frame.

 

3.2 The Company reserves the right to delegate work within their schedule considering all factors and client needs to determine the appropriate course of action to rebook to complete the works.

 

3.3 The Company utilises phone, email, and text to communicate with clients to ensure effective communication is maintained throughout the terms of the contract. 

 

3.4 Communication with clients shall be within working hours of Monday to Friday 9am-4pm excluding Public Holidays. Clients who communicate outside these hours shall be contacted at The Company’s earliest convenience.

 

3.5 While every effort is made to hold bookings with clients, The Company may at times need to move bookings to another day/time at short notice considering stock, environmental, urgency and location. In these instances, The Company will make every effort to contact clients to notify with as much notice as possible including email, text and/or phone call.

 

3.6 Should a client request our services that is more than 30kms from the Business Base, The Company at their discretion may accept or refuse to service any property, business, or residence outside this proximity. For this purpose, any property, business or residence that is located more than 30km away is considered Regional.

 

 

 

4. Products

 

4.1 The Company agrees to deliver the goods to site as per the specifications of the Job Booking.

 

4.2 Risk in the product shall pass to the client upon delivery however, ownership of the parts will not pass to the client until The Company has received full payment of all sums owed to The Company for works carried out.

 

4.3 The Company agree to provide equipment and products that meet industry standards and are free from fault, error, or damage.

 

4.4 Should the product or equipment find to be faulty The Company agrees to replace or repair the product or equipment within the warranty period.

 

5. Client Responsibilities

 

5.1 In the event that The Company visits the clients premises the Client shall advise The Company staff and technicians, agents or subcontractors of any rules, regulations, and practices with which they should comply with while on the premise. If there is any Workplace Health and Safety Regulations and Policies current on site, it is the client’s responsibility to inform The Company’s staff, technicians, agents or subcontractors of said policies.

 

5.2 Client is responsible for ensuring the work environment for all Company staff, technicians, agents, and subcontractors is safe and free from dangerous hazards within the client’s control.

 

5.3 Abusive or Threatening behaviour will not be tolerated.

 

Abusive, threatening behaviour may include:

-Rude or otherwise vulgar expressions noises or gestures

-Verbal abuse of a personal nature

-Threatening or offensive behaviour either in verbal/written communication

-Threats of physical violence against a person or property or

-Defamatory Claims against either a staff member or The Company itself

 

5.4 In the presence of any abusive or threatening behaviour, The Company reserves the right to terminate all conversations immediately.  Should the abusive or aggressive behaviour continue The Company reserves the right to terminate all contractual agreements, with notice and will cease to communicate with said client.

 

 

6. Fees and Payments

 

6.1 The Company may invoice the client all relevant costs associated with the installation of any works conducted on behalf of the client. Should works fall outside previously agreed quotes or discussions the client may be requested for written confirmation of agreement to any said changes prior to work being conducted.

 

6.2 The client shall pay all outstanding monies owed for the work at the time of completion of the Job Booking. The Company agrees to offer a variety of payment methods for the client to utilise.

 

6.3 The Company may at their discretion request a ‘travel fee’ should the work fall outside our chosen area of servicing, or the client request a special booking date and time.

 

6.4 The Company agrees to notify the client of any increases in the fees for products and services should they arise before the installation date.

 

7. Warranty

 

7.1 Acceptance of warranty by The Company is conditional upon proof of purchase. Onus of proof of purchase is the customer’s responsibility as no computerised records are kept beyond 30 days from date of purchase.

 

7.2 A 5 Year parts and labour warranty applies to the work carried out and the materials provided when used in the manner for which they were designed, subject to the following terms and conditions: Should any of the equipment covered under this warranty become defective during the warranty period, The Company will (at its absolute discretion):

 

(a) repair or replace the defective item/s,

(b) refund pro rata the cost of the item subject to the terms and conditions of this warranty.

 

7.3 Warranty for “Labour” applies to locations within 20km of The Company’s Business base. Limited warranty applies to antennas installed more than 2 meters above roof level. Warranty does not apply to obvious bird damage, storm damage, excessive corrosion, and other acts of nature.

 

7.4 Warranty service is carried out between 8:00am and 3:30pm Monday to Friday, irrespective of time/day the original work was carried out. Requests for warranty service from regional locations, businesses or properties will be considered alongside additional business considerations such as but not limited to environmental, availability, other work etc. Should warranty service be requested and subsequently found not to be covered under the terms on this warranty a Service Fee for time and travel will apply. Such service fee will be at the rate applicable at the time and may change without notice.

 

7.5 The warranty commences from the date of original installation I service and not from the date of any subsequent service. Warranty applies only when payment in full has been made for the work. The warranty applies only to the original purchaser and is not transferable to any other party.

 

 7.6 The warranty will become void if repairs have been attempted or affected by anyone other than The Company or their authorised agents, or the equipment has been relocated by others from its original position. The warranty does not extend to any eventuality which is beyond the control of The Company. (e.g. Electrical Interference)

 

7.7 The warranty applies only to material supplied by The Company. Where other faulty or defective materials/equipment is discovered, The Company will repair/replace them at the customer’s cost. The warranty does not extend to electronic components e.g., Amplifiers, Digital Set Top Boxes etc. A 12-month Manufacturer’s Warranty applies to such components subject to the other terms and conditions of this warranty. A service fee will apply for removal and reinstallation of such equipment.

 

 7.8 Warranty on Digital Set Top Boxes and other non-antenna related devices is limited to the Manufacturer’s Warranty only on a “return to supplier” basis. The warranty does not extend to the picking up and return of the box. Where a box is required to be picked up and returned, at The Company’s discretion a service fee will apply for this service.

 

7.9 The quality of Digital reception can vary from one Digital Box and TV to another. The warranty does not cover variation/fluctuation in digital reception by any Digital Box where the box was not supplied by The Company. Whilst the equipment we supply and install is compatible with Digital transmissions; The Company accepts no responsibility whatsoever for the performance of this equipment where is not initially installed and connected to a Digital TV receiver or Digital Set Top Box: Upon installation, the antenna signal will be adjusted and tuned to the existing receiving equipment only.

 

7.10 Where specialist equipment e.g., “cherry picker”, crane, safety equipment etc. Is required to access materials covered by this warranty, the cost of the hire of this equipment together with associated labour costs is not covered by this warranty and will be at the customer’s expense.

 

7.11 The warranty is limited to the repair/replacement of equipment supplied by The Company and does not extend to consequential or economic damage or loss of any description howsoever caused by the failure of equipment or labour supplied by The Company. The Company enters the property entirely at the risk of the customer/owner/tenant. Handling of furniture, television receivers, video recorders, or any other item whatsoever that may be required to carry out the work, is done so entirely at the customer/owner/tenant’s risk. No responsibility is accepted by The Company or its servants or agents for damage to any item or any property howsoever caused, except for statutory obligations provided under Western Australian legislation.

 

IMPORTANT PLEASE READ THE FOLLOWING BEFORE MAKING A REQUEST FOR WARRANTY SERVICE

 

7.12 Approximately 85% of request for Warranty Service result in a service charge to the customer because the work falls ‘outside of the terms of the Warranty’. So before calling for service, please check the following:

 

1. a) All leads are correctly connected from the wall outlet to the TV, Digital Set Top Box, Video/DVD/HDD Recorder etc..
2. b) The TV, Digital Set Top Box, Video/DVD/HDD recorder are correctly tuned. Tuning of such equipment is the responsibility of the customer/owner/tenant. (Please check for channel double ups, Don’t Auto Tune).
3. c) If an Amplifier (Booster} is being used, ensure the Power Supply Unit (PSU} for the amplifier is plugged in and switched on and has not been relocated from its original position.
4. d) If you have multiple TV outlets and one outlet appears to have failed, try another TV on this outlet to ensure it is not the TV at fault.
5. e) Transmitted Electronic Interference is one of the biggest problems affecting TV reception today. This interference is caused by many types of electrical equipment such as computers, fridges, microwaves, LED lighting, outboard motors and much more. If you have such equipment and are experiencing interference, try disconnecting one piece of equipment at a time to determine if it is interfering with the TV reception. But be aware, because interference is “transmitted”, it may also be your neighbours’ equipment causing the problem. If you find an offending piece of equipment, refer it to your supplier.

 

7.13 Digital technology in the form of a Digital Set Top Box or HDD recorder or a TV with an inbuilt Digital Tuner are easily affected by electrical interference, if your TV service breaks up with sound delays etc it may be E.I related. In severe cases Coastal Antenna can complete an ACMA interference form at the customers expense, ACMA have specialised testing equipment designed for this purpose. For more information please visit www.acma.gov.au/tv-reception-overview

 

8. Limitation of Liability

8.1 Digital Plus Installations Pty Ltd is not liable, unless due to our own negligence for the costs of any work repairs or replacement of equipment which results from fire, electrical power surge, storm flood, accident neglect, misuse, or malicious damage. Such liability is excluded whether such damages were reasonably foreseeable or foreseen.

8.2 The Company shall attempt to remedy any damages we accept liability for within a reasonable time frame considering all factors included required to remedy the damage including but not limited to quotes, contractors, supplies, and installation timing.

9. Confidentiality

 

9.1 Client records shall not be shared with any third-party organisations without the prior written consent of all parties.

 

9.2 The Company agrees to provide a high level of security to protect its data and client records.

 

10. Dispute Resolution

 

10.1 In the event of any dispute that cannot be agreed upon by both parties arising under the contract the parties will attempt to settle it by mediation in accordance with Australian Competition and Consumer Commission. Unless otherwise agreed by the parties, the mediator will be appointed by Australian Competition and Consumer Commission. No party may commence court proceedings in respect of any dispute arising out of the contract until it has attempted to settle the dispute by mediation and either the mediation has terminated, or the other party has failed to participate in the mediation, provided that the right to issue proceedings is not prejudiced by a delay.

 

10.2 The following organisations may assist with Alternative Dispute Resolution including but not limited to ACCC. Australian Small Business and Family Enterprise Ombudsman, Fair work Commission, and State and Territory Business Commissioners.

 

10.3 The contract shall be governed by Australian Law.

 

The Following is relevant to CCTV and Alarm Systems installed by Digital Plus Installations Pty Ltd and is in addition to the above Terms and Conditions

 

11.Purpose

 
11.1 The installed system is designed to reduce the risk of loss or damage to your premises or in some cases the wellbeing of those monitored so far as this can be done using this type of equipment. However, we do not guarantee that the system cannot be removed, tampered with, or made to stop working by you or any unauthorised person. Should this happen, Digital Plus Installations Pty Ltd are not responsible for any losses you may suffer directly or indirectly.

 

12. Contract Formation

12.1 The Company shall provide the client with a written quote outlining:

 

1. a) System details including dimensions and serial numbers
2. b) location of system part installation within the property
3. c) Installation and Training Details
4. d) Warranty details
5. e) Any additional factors to be considered for the installation

 

13. Fees and Payments

13.1 All quotes are valid for a period of 30 days.

13.2 The quoted costs may be revised if:
a) Changes to the specifications of the quote occur by yourself.
c) Your premises are in some way unsuitable for the equipment and this was not apparent during the course of the telephone/e-mail conversation, quote or there are circumstances which we should have been made aware of.
d) any other special circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
e) Re-visits of the technicians if the works are unable to be completed as originally scheduled due to client miscommunication (e.g. multiple trades working at the same time and unable to access all areas) or for reconfiguration of the system outside of warranty issues.
f) Remote viewing, where the customer is responsible for the availability of a reliable internet service and upload speeds of more than 6Mbps.

NOTE ~ Additional charges may be made if our technicians are not provided with access to doors, shutters, windows, or any other areas where cables and equipment need to be installed thereby incurring extra cable length, parts, or labour.

13.3 The client agrees once the quote is accepted a minimum 25% deposit of the total package cost is required to be paid a minimum of 5 days prior to installation.

13.4 The client agrees to pay the balance immediately upon completion of the work by our technician on the day.

13.5 Payment can be via cash, cheque, bank transfer or debit/credit card. The payment is to be completed before the technician leaves the property.

13.6 Any outstanding invoices will be referred to a debt recovery agent or solicitor. The additional costs of the debt collection and any legal and court fees will also apply.

13.7 If your deposit has been paid and you cancel your CCTV order the deposit will then be returned to you in the form you request. It is the client’s responsibility to ensure all account details for refunds are up to date and correct as The Company will not be liable for any costs incurred.

13.8 Upon cancellation the payment will be processed within 5 working days of the initial request. Be aware that most banks may take an additional 5 days to release the funds into your nominated account.

14. Installation

14.1 The Company will endeavour to complete the installation of ordered security system after receipt of deposit as soon as possible but cannot accept any responsibility or liability whatsoever for aspects regarding installation that are beyond our control.

14.2 In the event that The Company is unable to deliver the services on the scheduled date due to any of the following factors:

1. a) Environmental factors
2. b) Technical Issues
3. c) Factors outside The Company’s control
4. d) Client changes their mind and/or
5. e) Facilities/Structural Issues,

a new installation date will be discussed and agreed upon by both parties within a reasonable time frame, however The Company reserves the right to delegate work within their schedule considering all factors and client needs to determine the appropriate course of action to rebook to complete the works.

14.3 As signature of the contract, you agree that you are authorised to do so, and agree to all aspects of the installation.

14.4 You give permission for The Company to use non identifying photographs of your installation for use on our website and digital media channels including social media.

15. Products and Services

15.1 The Company agrees to provide equipment and products that meet industry standards and are free from fault, error, or damage.

15.2 Should the product or equipment be found to be faulty The Company agrees to replace or repair within the warranty period.

15.3 The Company agrees to provide demonstration and training on completion of installation of your CCTV system for up to 30 minutes. Should additional time need to be put aside for training The Company reserves the right to change per 30 minutes of time.

15.4 The Company agrees to provide remote assistance for additional education on your system should this be required from time to time. The Company reserves the right to charge for additional time should the request fall outside reasonable expectations of The Company and its staff, technicians, agents, and sub contractors.

16. Remote Viewing and IT Issues

16.1 If we are unable to configure the remote viewing on the day of the scheduled installation due to IT technical issues, ISP unavailability or lack of details such as username and or password then further charges will apply to remotely configure or revisit to complete the set up.

16.2 All devices that are intended to have remote viewing for the system are to be available on the day of installation. Should they not be on site, remote assistance to add the system to the devices is available. Return visits to site to setup devices, will incur additional charges.

17. Liabilities

17.1 The Company is not liable, unless due to our own negligence for the costs of any work, repairs or replacement of equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse, or malicious damage.

17.2 The Company does not guarantee that the operation of the installation will be uninterrupted or error free. We provide the system to assist in the security of the customers premises but does not thereby warrant the security of the property, the customer, or the contents therein.

18. Firmware and Software

18.1 Firmware/Software updates occur from time to time within the system. The Company is not liable for any issues arising from Firmware/Software updates released by the manufacturer. The Company recommends an annual service of your CCTV system to ensure your Firmware/Software is current and up to date. A service fee is applicable to complete a check and service of the system.  The Company shall not be liable for any failure of or delay in the performance of the CCTV system should your Firmware/Software not be current and up to date.

19. Authorising Account Holders

19.1 Authorising account holders are required to ensure security data and information is kept private and confidential.  The initial name on the account will be considered the only authorised party able to access the system. Should you wish to add an additional authorising party please request this in writing to admin@coastalantenna.net.au or notify your installer on completion.  If an authorising party shares your log in information The Company is not liable for any circumstances that arise due to this action.

19.2 If there is more than one authorising account holder and for reasons, one or more party needs to be removed, The Company requires written confirmation from all parties (where possible) acknowledging and requesting of the said removal.

20. Additional CCTV Warranty Details

20.1 We recommend that you keep your original product packaging if possible. In the unlikely event that you require a warranty repair and you do not have the original packaging; you will bear the responsibility for safely packaging your Product for transport and The Company accepts no liability for any damage that may occur in transit.

For the avoidance of doubt:

(a) We make no representations or warranty in relation to the existence, non-existence, validity, availability, terms or conditions of any other warranties or product support that may or may not be offered or provided by the manufacturer of the Product; and

(b) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.

 

20.2 A 3 Year Product Warranty (limited labour warranty) and 10 Year Installation Warranty (unless otherwise specified) apply to the work carried out and the materials provided when used in the manner for which they were designed, subject to the following terms and conditions: Should any of the equipment covered under this warranty become defective during the warranty period, The Company will (at its absolute discretion):

(a) repair or replace the defective item/s,

(b) refund pro rata the cost of the item subject to the terms and conditions of this warranty.

 

• For full terms and conditions please refer to coastalantenna.com.au/terms-conditions/

 

• 1 year limited labour warranty, labour charges may apply to replace faulty equipment.

 

• Warranty does not apply to damage caused by: Excessive Corrosion, Corrosion Causing Water Ingress, Storm Damage or Power Surges or other acts of nature

 

• Proof of purchase (invoice or paid Order confirmation) must be provided when requesting service under Warranty.

 

• Warranty service is carried out between 8:00am and 3:30pm Monday to Friday, irrespective of time/day the original work was carried out. Should warranty service be requested and subsequently found not to be covered under the terms on this warranty a Service Fee for time and travel will apply. Such service fee will be at the rate applicable at the time and may change without notice.

 

• The warranty commences from the date of original installation I service and not from the date of any subsequent service. Warranty applies only when payment in full has been made for the work. The warranty applies only to the original purchaser and is not transferable to any other party.
• The Company requires any customer requesting service under Warranty to comply with directions from The Company staff in relation to troubleshooting any issue and facilitating any repair or replacement under these Warranty Terms and Conditions.

 

• Where Products are already faulty or damaged upon delivery, photographic evidence of the damage must be submitted to The Company to support any claims before the product will be repaired or replaced in accordance with these terms.

 

• The Company WA reserves the right to replace the Product or relevant part with the same or equivalent Product or part, rather than repair it. Where a replacement is provided, The Company reserve the right to replace the Product or relevant part with the same or equivalent product or part, rather than repair it. Where a replacement is provided, The Company will determine, in its discretion, the closest product within the then current range of products offered by The Company with which to replace the faulty or damaged product. The replacement product may differ with the replaced product in size and specifications, at the reasonable election of The Company. The Company may replace parts with refurbished parts. Replacement of the Product or a part under the Standard Warranty or Extended Warranty does not extend or restart the Standard Warranty or Extended Warranty period.

 

• If The Company is unable to repair or replace the product, the customer will be provided with a refund price of the product (at The Company election). This refund will be for the amount of the purchase price of the product excluding the associated Installation or Delivery Cost.

 

• In the event that a replacement or refund is provided, the faulty item will become the property of The Company.

 

• The Company WA + Antenna may seek reimbursement of any costs incurred, where the product is found to be in good working order, or when it has been determined that the Standard Warranty and Extended Warranty do not apply.

 

20.15 IMPORTANT! PLEASE READ THE FOLLOWING BEFORE MAKING A REQUEST FOR WARRANTY SERVICE

Approximately 85% of request for Warranty Service result in a service charge to the customer because the work falls ‘outside of the terms of the Warranty’. So before calling for service, please check the following:

 

• All leads are correctly connected from the wall outlet to the CCTV /. Alarm in question.
• Settings have not been changed by a third party
• Internet connection is still connected
• Apps have been refreshed and passwords checked (Automatic updates of apps causing issues is NOT covered by warranty).
• To the full extent permitted by law:
• The Company will not be liable for any loss, damage or alterations to third party hardware, software, programs, data and/or information stored on any media or any part of the product, no matter how occurring; or for any loss or damage arising from loss of use, loss of profits or revenue, or for any resulting indirect or consequential loss or damage.
• The Company aggregate liability in respect of all claims under Warranty shall not exceed the original purchase price of the product or, at The Company option, replacement of the Product with a like or similar product.
• The Company exclude all other warranties, conditions, terms, representations and undertakings whether express or implied.
• Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

The Company can be contacted by telephone at (08) 9584 2281 or via email info@coastalconnectwa.com.au