Grout Restoration Guy – Warranty Terms & Conditions
1. Definitions
1.1 In these terms and conditions:
(1) Customer means the person or entity purchasing goods and/or services from Grout Restoration Guy, including any person acting with authority on their behalf.
(2) Supplier means Grout Restoration Guy and any related entity, successor, or assignee.
2. Binding Terms
2.1 The only terms binding upon the Supplier are:
(1) those set out in these terms and conditions or otherwise agreed in writing by the Supplier; and
(2) any terms imposed by law that cannot be excluded.
3. Quotations
3.1 Quotations provided by the Supplier are valid for 30 days from the date issued, unless otherwise agreed in writing.
3.2 The Customer must carefully review the quotation. The Supplier will only provide goods and/or services specifically listed in the quotation.
3.3 Any variations to the quoted goods, services, or prices must be agreed in writing.
3.4 The Customer must ensure clear access to the worksite at all times. Additional charges may apply if access is restricted.
3.5 The Supplier is not liable for tiles lifting, cracking or coming loose during grout removal, which may occur due to existing site conditions such as high moisture. We do not provide tiling services.
4. Goods and Services Tax (GST)
4.1 Unless otherwise stated, all prices exclude GST.
4.2 Where GST is applicable, it will be added to the price and must be paid at the same time as the base amount, following a valid tax invoice.
5. Acceptance
5.1 The Customer must inspect the completed goods and/or services immediately and notify the Supplier in writing within 4 days of the job performed. If no notice is given, the goods and/or services are deemed acceptable.
6. Payment
6.1 Full payment is due within 48 hours of completion date of the services unless otherwise agreed by the Supplier.
6.2 Payments are deemed made:
(1) within 48 hours from the date of completion via cash, or bank transfer.
6.3 Time is of the essence in relation to all payments.
6.4 If payment is not made within 30 days from the date of work completed, the Supplier may:
(1) charge 10% interest per month on overdue amounts; and
(2) recover all collection costs (including legal costs on a solicitor-client basis).
6.5 Payments will be applied first to recovery costs, then interest, and lastly to the principal debt.
6.6 If an order is cancelled after confirmation, the Supplier may retain any deposit paid.
7. Access and Cleaning
7.1 Supplier will need clear access to the job site. Extra charges may apply if access is restricted.
7.2 The client must ensure that all areas to be re-grouted are clean and dry and free from water, mould, dirt, and grime prior to the commencement of works. Additional charges of up to $300 may be applied if thorough cleaning and drying is required before works can begin.
7.3 Clients will receive detailed guidelines on the necessary steps to be completed prior to the commencement of services. Non-compliance with the provided instructions will void Grout Restoration Guy’s obligation to address any resulting defects.
8. Service Warranties, Exclusions, and Limitations
i) 5-Year Warranty
8.1 Grout Restoration Guy warrants that, subject to the terms and conditions set out in this warranty, for a period of 5 years from the date the Service is supplied to the original purchaser (you):
(1) the grout applied to your tiled surface or tile installation as part of the Service will remain free from cracks, crumbling, and other physical deterioration; and
(2) if the grout fails to maintain its physical integrity within the warranty period, Grout Restoration Guy will, at its discretion, repair or replace the affected grout at no cost to you, or refund the amount you paid for the Service.
ii) Exclusions and Limitations
8.2 This warranty is provided solely to the original purchaser and is non-transferable to any subsequent owners of the property.
8.3 This warranty will be void if:
• (1) the grout has been misused, neglected, or damaged accidentally by you or a third party;
• (2) the grout has been altered, repaired, or modified by you or a third party after completion of the Service;
• (3) the surface is installed on a building that experiences structural movement, defects, or cracking.
8.4 This warranty only applies to full area re-grout services. Partial re-grout services are not covered.
8.5 This warranty only covers grout application. It does not extend to silicone work or areas where silicone has been applied.
8.6 This warranty covers only the physical integrity of the grout applied during the Service. It does not cover waterproofing, shower leaks, water damage from sources outside the grouted areas, the development of mould and discolouration of the grout, as these are caused by water issues, lack of ventilation or poor shower hygiene.
8.7 Grout Restoration Guy is not responsible under this warranty for any damage, loss, cost, or expense arising from any pre-existing defects or conditions (including, but not limited to, water leaks or inadequate waterproofing) that were present before the Service was provided.
8.8 Under this warranty, Grout Restoration Guy’s obligations will be limited, at its sole discretion, to one of the following:
(1) Repair of the affected grout or,
(2) Provision of a replacement Service or, where not possible, an equivalent service or product;
(3) Refund of the amount paid for the Service.
8.9 Grout Restoration Guy’s total liability under this warranty is capped at the original purchase price of the Service.
8.10 While every effort will be made to match the colour and texture of replacement grout and materials to the existing surfaces, an exact match is not guaranteed, and Grout Restoration Guy is not liable for any discrepancies.
8.11 All other warranties are excluded where permitted by law.
8.12 The Customer acknowledges they have not relied on the Supplier’s skill or judgment when selecting goods or services. Grout colours and textures may vary slightly.
8.13 The Supplier is not liable for any indirect or consequential loss.
8.14 Tile chipping, glaze changes, and uneven grout lines are risks associated with grout removal; the Supplier is not liable for such outcomes.
8.15 No claims under warranty will be accepted unless full payment for the service has been made.
8.16 No warranty claims will be accepted if water leakage, dampness, or moisture issues behind walls or floors cause discolouration, patchiness, or interfere with the curing process of the grout and silicone. For this reason, we always recommend the use of epoxy grout in wet areas during the quoting process.
8.17 You acknowledge that Grout Restoration Guy is not the manufacturer of the materials used in delivering the Service. To the extent permitted by law, Grout Restoration Guy accepts no liability in relation to the manufacture or performance of any materials used in the Service.
8.18 This warranty is valid and enforceable within Australia only.
9. Warranty
How to Make a Warranty Claim
9.1 If you discover any evidence that the grout applied during the Service is no longer waterproof, you must promptly contact Grout Restoration Guy by phone on 0400 793 374 or by email at thegroutrestorationguy@gmail.com You will need to provide a copy of your invoice, proof of payment, and photographs clearly showing the affected area.
9.2 Following receipt of your claim, Grout Restoration Guy will arrange to inspect the affected area and, if necessary, carry out any warranty work in accordance with this document.
9.3 Any costs you incur in lodging a warranty claim will be at your own expense and will not be recoverable from Grout Restoration Guy.
9.4 Grout Restoration Guy or its representative will be allowed a reasonable period to repair, replace, or refund the affected Service, should it be determined at their sole discretion that the grout is no longer waterproof. If, after inspection, it is determined that the warranty does not apply, you may be charged a call-out fee at the then-current rate.
9.5 By submitting a claim, you agree to be bound by the terms and conditions outlined in this warranty.
10. Entire Agreement
10.1 These terms and conditions form the entire agreement between the Supplier and the Customer in relation to the supply of goods and/or services.
11. Governing Law and Jurisdiction
11.1 These terms and conditions are governed by the laws of the State or Territory where the services are provided.
11.2 Both parties submit to the non-exclusive jurisdiction of the courts of that State or Territory, and the Commonwealth of Australia.