Terms & Conditions

1. About these terms

These terms apply when you browse this website, request a quote or consultation, or engage Ecovera to supply, install or service a system. By doing any of those things you accept these terms.

Where we give you a written quote, that quote and these terms together form our agreement. If the quote and these terms conflict, the quote applies for the specific job it covers.

2. Definitions

3. Quotes and pricing

Consultations and quotes are free and carry no obligation. A quote is based on the information available at the time and on what our technician can reasonably observe at your property.

• Quotes are valid for 30 days from the date issued unless stated otherwise.
• All prices are in Australian dollars and include GST unless stated otherwise.
• A quote covers only the work it describes. Anything outside that scope is a variation.
• Prices shown on this website are indicative only and are not an offer to supply at that price.

4. Bookings and payment

A booking is confirmed when you accept the quote in writing and, where one applies, pay the deposit.

We accept the payment methods shown on your invoice. Title to the goods remains with Ecovera until payment is received in full; risk in the goods passes to you on installation. If an invoice remains unpaid after its due date we may suspend further work and recover reasonable costs of collection.

5. Your responsibilities

So that we can complete the work safely and on schedule, you agree to:

• Provide safe and clear access to the site and to the work area at the agreed time
• Be present, or nominate an adult who can make decisions on your behalf
• Tell us about anything that affects the work — asbestos, concealed services, non-standard plumbing or wiring, or a known defect
• Confirm you own the property or have the owner's permission for the work
• Obtain any body corporate, owners corporation or landlord approval that is required
• Keep pets secured and children away from the work area
• Provide access to power and water where the work requires it

If we attend at the agreed time and cannot start because access is not available or the site is not ready, we may charge a call-out fee covering the time and travel actually lost.

6. Installation and completion

All installation work is carried out by licensed technicians to the relevant Australian Standards. We will leave the work area clean and remove packaging and replaced components.

Installation dates are estimates given in good faith. Where a date is affected by supplier delays, weather or conditions found at the site, we will tell you as soon as we know and agree a new date with you.

On completion we will demonstrate the system, explain how to operate it, and provide manufacturer documentation and your warranty details.

7. Cancellations and rescheduling

We understand plans change. Tell us as early as you can and we will always try to reschedule rather than charge you.

Any amount we retain will never exceed the costs we have actually incurred. If our costs are lower than the amount held, we refund the difference. If we need to cancel or reschedule, we will give you as much notice as possible and refund your deposit in full if you no longer wish to proceed.

8. Warranties and your consumer guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

The warranties below are in addition to — and do not limit — those guarantees.

Our workmanship warranty does not cover:

• Damage caused by misuse, accident, or work carried out by someone other than Ecovera or an authorised technician
• Failure to replace filters or carry out maintenance at the recommended intervals
• Fair wear and tear, or damage from water pressure, water quality or supply conditions outside the system's rated range
• Damage from storms, flooding, power surges or other events outside our control
• Pre-existing plumbing or electrical faults we did not install and were not engaged to repair

To make a claim, contact us with your name, installation address and a description of the problem. We may need to inspect the system before resolving a claim.

9. Maintenance and filter replacement

Filtration systems need their filters replaced at the intervals stated in your documentation — typically every 6 to 12 months depending on the system and your household's water usage. Air conditioning and solar battery systems have their own servicing schedules.

We may send you reminders as a courtesy, but keeping to the maintenance schedule remains your responsibility. Reminders are a convenience, not a guarantee that a service is due or has been booked, and missing one does not extend a warranty period.

10. Liability

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the ACL or any other law that cannot be excluded. Where a right cannot be excluded but we are permitted to limit our liability, our liability is limited — at our option — to resupplying the services, paying the cost of having them resupplied, replacing the goods, or paying the cost of replacing them.

Subject to the paragraph above, we are not liable for loss or damage that was not reasonably foreseeable, or that results from your failure to meet your responsibilities under section 5, from conditions at the site we were not told about, or from events outside our reasonable control.

11. Using this website

The content on this website is provided for general information. Product descriptions, performance figures and images are indicative; the right system for your home depends on your water quality, property and household, which is what the free consultation is for.

You agree not to:

• Use the site for any unlawful purpose or in breach of these terms
• Attempt to gain unauthorised access to any part of the site or its systems
• Submit false details, or another person's details without their permission
• Use automated tools to scrape, copy or overload the site

We aim to keep the site available at all times but do not guarantee uninterrupted access, and we may change or withdraw content at any time.

12. Intellectual property

All content on this website — text, images, graphics, layout, logos and the Ecovera name — is owned by Ecovera or used under licence, and is protected by copyright and trade mark law. You may view and print pages for your own personal, non-commercial use. Any other reproduction, distribution or modification requires our written permission.

13. Privacy

We handle personal information in accordance with our Privacy Policy, which explains what we collect, why, who we share it with and how you can access or correct it. Please read it alongside these terms — together they describe the whole of our relationship with you.

14. Resolving a problem

If something is not right, tell us first — most issues are resolved quickly once we understand them. Contact us with your name, installation address and a description of the problem.

1. We will acknowledge your complaint within 5 business days.
2. We will investigate and, where an inspection is needed, arrange one at a time that suits you.
3. We will give you a written response, usually within 30 days.
4. If we cannot resolve it together, either of us may refer the matter to the consumer protection agency in your State or Territory.

15. Governing law and general

These terms are governed by the laws of Victoria, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State and the courts of appeal from them.

• If any provision of these terms is found to be unenforceable, the rest continues to apply.
• A delay in enforcing a right under these terms is not a waiver of that right.
• You may not transfer your rights or obligations under these terms without our written consent.
• We may update these terms from time to time; the version published here when you accept a quote is the version that applies to that job.