Terms & Conditions

These Terms & Conditions (Terms) apply to quotations, call-outs, inspections, installations, repairs, maintenance, preventative maintenance, parts supply and other services provided by WE FIX FAULTS LIMITED (WeFixFaults, we, us or our).

A customer (you or your) accepts these Terms when you approve a quotation, request or authorise work, book a service, sign a job sheet, accept supplied parts, or otherwise instruct us to proceed after having a reasonable opportunity to review these Terms.

If a written quotation, service agreement or account agreement contains terms that conflict with these Terms, the specifically agreed written terms take priority for that job.

We provide commercial equipment diagnosis, repair, servicing, maintenance, installation and related technical work. The exact scope for each job is the work described in the quotation, booking, job sheet, email, invoice or other written confirmation.

Unless expressly included, a service call does not guarantee that equipment can be repaired during the first visit. Further parts, specialist work, manufacturer support, additional labour or a return visit may be required after diagnosis.

Quotations are based on the information reasonably available when they are prepared and are valid for 30 days unless the quotation states otherwise.

A quotation may change if the actual fault, site conditions, equipment condition, access requirements, parts availability, freight, compliance work or other circumstances differ from what was known when the quotation was prepared. We will seek approval for material additional work where practicable before proceeding.

Unless stated otherwise, prices are in New Zealand dollars and GST will be added or included as shown on the quotation or invoice.

Call-out, travel, mileage, accommodation, parking, freight, after-hours or emergency charges may apply where relevant. Any fixed charge or applicable rate will be stated in the quotation, booking confirmation, account agreement or otherwise advised before work where reasonably practicable.

If a technician has already travelled to site, been dispatched, or incurred non-refundable costs at your request, reasonable costs already incurred may remain payable even if the job is cancelled or cannot proceed.

Diagnostic work is chargeable unless we agree otherwise in writing. Fault diagnosis may require testing, disassembly, temporary removal of components or operation of the equipment under controlled conditions.

If additional faults or unsafe conditions are discovered, we may stop work and provide recommendations or a revised quotation. We will not knowingly return unsafe equipment to service merely because a customer requests it.

Parts and materials are subject to supplier and manufacturer availability. Lead times are estimates and may change for reasons outside our reasonable control.

Unless agreed otherwise, replaced parts may be disposed of after the job. If you want a replaced part retained, please tell us before the work is completed, subject to any supplier warranty-return requirement or safety restriction.

Parts supplied and replaced by WeFixFaults will carry the applicable parts warranty in accordance with the supplier's warranty terms and guidelines. Any parts warranty claim is subject to the supplier's assessment, conditions, exclusions and approval.

If you ask us to install, test or use a part, component, material or method supplied or specified by you, you are responsible for its suitability unless we expressly agree otherwise. We may refuse to use a part or method we reasonably consider unsafe, incompatible, unlawful or unsuitable.

We are not responsible for failure caused by a customer-supplied part or by work performed contrary to our recommendation, except to the extent liability cannot lawfully be excluded.

You must provide safe and timely access to the equipment and relevant service areas, including isolators, switchboards, water, gas, drainage and other utilities where required. You must tell us about known hazards, access restrictions, asbestos or other hazardous materials, site induction requirements, biosecurity or hygiene requirements, and any unusual operating conditions.

You must ensure an authorised person is available when reasonably required to approve work, provide access, explain the fault or accept completion. Delays caused by unavailable access, unsafe conditions or missing information may be chargeable.

You are responsible for backing up or preserving any programmable settings, recipes, data or configuration where this is reasonably possible before service work. We will take reasonable care but cannot guarantee preservation of data or settings where repair or replacement requires a reset, firmware update or controller replacement.

We will use reasonable care to meet agreed or estimated timeframes. Unless a completion date is expressly guaranteed in writing, timeframes are estimates and may be affected by parts availability, supplier delays, site access, manufacturer support, hidden faults, safety issues, weather, transport or other circumstances outside our reasonable control.

We will communicate material delays when reasonably practicable.

Payment is due in accordance with the due date and payment terms stated on the quotation, invoice or account agreement. If no separate credit arrangement has been agreed, we may require payment on completion or before release of ordered parts or repaired equipment.

You must raise any genuine invoice query promptly and pay any undisputed portion by the due date. We may suspend further non-urgent work on overdue accounts after reasonable notice.

Any collection costs, interest or late-payment charges will apply only where they have been lawfully agreed and disclosed in the relevant quotation, invoice, account application or other written trading terms.

Please give reasonable notice if you need to cancel or reschedule a booking. We may charge reasonable costs actually incurred where a booking is cancelled after travel has begun, a technician has been specifically allocated, special parts have been ordered, or we attend but cannot obtain safe access to the equipment.

We will not charge a cancellation fee that has not been disclosed where disclosure is legally required.

We stand behind our workmanship. If you believe our work is defective, contact us promptly and give us a reasonable opportunity to inspect and, where appropriate, remedy the issue.

Any specific workmanship warranty period will be the period stated on the quotation, invoice or service agreement. A workmanship warranty does not cover unrelated faults, normal wear and tear, misuse, lack of maintenance, external electrical/gas/water issues, accidental damage, unauthorised alterations, customer-supplied parts, or defects in parts outside our control, except where the law provides otherwise.

Nothing in these Terms removes or limits any guarantee, remedy or right that cannot lawfully be excluded.

Commercial equipment may contain hidden, intermittent, multiple or pre-existing faults. Repairing one fault does not mean that other components are free from defects or that future failures will not occur.

We are not responsible for deterioration or failure caused by pre-existing defects, corrosion, contamination, incorrect previous repairs, inadequate utilities, poor ventilation, scale build-up, grease build-up, pest damage, misuse or failure to follow manufacturer maintenance requirements, except to the extent caused by our own failure to exercise required care and skill.

To the maximum extent permitted by law, each party is responsible for loss or damage to the extent caused by its own acts or omissions. We are not liable for indirect or consequential loss, loss of profit, loss of production, loss of food stock, loss of revenue or business interruption arising from equipment failure, parts delays or service work, except where such liability cannot lawfully be excluded or limited.

Any limitation or exclusion in these Terms is subject to applicable New Zealand law and will not apply where it would be unlawful or unfair to do so.

Where you acquire goods or services from us in trade for business purposes, both parties are in trade, and it is fair and reasonable to do so, the parties agree in writing to contract out of the Consumer Guarantees Act 1993 to the extent permitted by section 43 of that Act.

This clause does not apply where the statutory requirements for contracting out are not met, and it does not remove rights that cannot legally be excluded.

If the Consumer Guarantees Act 1993 applies to you, services are subject to statutory guarantees including reasonable care and skill and other rights provided by that Act. These Terms do not override those rights.

We will not rely on these Terms to exclude obligations under the Fair Trading Act 1986 or other New Zealand law where exclusion is not permitted.

Information on our website is general information and may change without notice. A website enquiry or booking request is not confirmation that a technician is available until we accept the booking or otherwise confirm the work.

You agree that quotations, approvals, service updates, invoices and other job communications may be sent electronically using the contact details you provide. Our handling of personal information is governed by our Privacy Policy.

Our branding, website content, photographs, original documents and other material created by us remain our intellectual property unless agreed otherwise. Manufacturer names, trademarks, manuals and technical information remain the property of their respective owners.

References to manufacturers or brands identify equipment we may service and do not imply authorisation, endorsement or affiliation unless expressly stated.

Neither party is responsible for delay or failure caused by events outside its reasonable control, including major supplier disruption, transport interruption, natural disaster, severe weather, epidemic, industrial action, utility outage, government restriction or similar event. This does not excuse payment for work already completed or costs already properly incurred.

If you have a concern, please contact us first so we can investigate it. We will attempt to resolve disputes in good faith. If a dispute cannot be resolved directly, either party may use any applicable tribunal, court or other lawful dispute resolution process.

These Terms are governed by the laws of New Zealand, and the New Zealand courts and tribunals have jurisdiction, subject to any mandatory law that applies otherwise.

We may update these Terms from time to time. The version that applies to a job is the version accepted when the relevant quotation, booking or work was approved, unless the parties agree otherwise in writing.

These Terms should be read together with the WeFixFaults Privacy Policy and any quotation, service agreement or account terms applicable to a particular job.