• Repairs & Maintenance Terms & Conditions



“You”, “your”, “yours”, “customer”, means you or the Customer detailed in the form (if different). “We”, “us”, “ours”, “workforce”, “store”, “salesperson”, “The Good Guys” means staff at or appointed by The Good Guys store from whom you have purchased the Services. “Service (s)”, “work”, “installation”, “service appointment”, “scope of work”, “appliance repairs” means the Services performed or to be performed by The Good Guys as set out in the form.


The Good Guys require 24 hours’ notice to change, cancel or re-schedule an installation or repair service. If you do not provide The Good Guys with the required notice The Good Guys may at its discretion charge a cancellation or reschedule fee at the current listed rate.


The Good Guys provide estimates for additional labour and material required, over and above the inclusions listed in the service scope description, prior to commencing an installation or repair service. Customers are not to engage in direct installer payments as this may void The Good Guys installation/repair warranty. Additional fees may apply to services provided beyond a radius of 15 km from the closest store and will be calculated prior to booking and payment. This fee will exclude any additional expenses incurred in relation to parking fees, island locations and travel across bodies of water which will be processed as an additional fee. Unless otherwise specified, delivery, decommissioning of existing units and removal of existing units is not included in the price. Payments for additional charges are required prior to the commencement of works, payment can be made using VISA or Mastercard at http://thegoodguysinstallations.airtasker.com, or by calling 1300 748 190.


A person of at least 18 years of age must be present at the premises at all times on the day when The Good Guys provide any service and must be authorised to approve all completed work. If not, The Good Guys will leave the site and may invoice you for an extra installation site visit.


Installation vehicles, equipment and installation/appliance repair teams must have clear and unhindered access to the site and internal / external location where the units are to be installed or repaired. The Good Guys will not be held responsible for moving or damage to any of your furniture or valuables which are obstructing access. Any unit(s) being installed must be onsite prior to commencement. Delivery is not included unless stated in the scope of works, in which case, the unit(s) to be installed will be delivered by The Good Guys on the day of installation.


Installations and appliance repairs do not include any parts accessories (fittings, extension hoses, pressure limiting valves) except where specifically listed in the scope of works.


You acknowledge and agree that, except for direct property damage that results from our negligence, under no circumstances shall The Good Guys be liable to you or any other person for any damages, including without limitation, any indirect, incidental, special or consequential damages, expense, costs, data loss or corruption, or liability arising out of, or related to, the services provided by The Good Guys or the installation, use of, or inability to use your products, goods or other services. In consenting to the performance of the Service you agree to release and hold harmless The Good Guys, from and against any loss, liability or damage that you may suffer, including but not limited to, walls, skirting boards, floors, etc. As subject to your statutory rights, under the Australian Consumer Law or other similar State and Territory laws, the liability of The Good Guys is expressly limited to repeat of the Service or the cost of the service being provided. For full terms and conditions of the service please visit our website www.thegoodguys.com.au


The Good Guys will use its best efforts to deliver timely service notwithstanding unpredictable scheduling volume spikes, unscheduled transport or sickness problems and other factors beyond our control, including but not limited to power failure, technical breakdowns and acts of God. The Good Guys will provide the service to the best of its ability, however, The Good Guys makes no guarantees as to the service quality nor does it accept responsibility and liability for ongoing service matters other than those provided for in these terms and conditions. If The Good Guys ability to render the services is impaired by your failure to cooperate or circumstances beyond the control of The Good Guys, The Good Guys may choose not to provide the services and where appropriate will provide you with a refund. Service can also be denied if dangerous or unhealthy conditions are present. The Good Guys will not disassemble, deconstruct or break down any product for haul-away even if necessary for removal. It is your exclusive responsibility to dispose of any goods that will be replaced by us in carrying out the service.


The working environment in which The Good Guys is requested to perform the service must meet the respective Occupational Health and Safety (OH & S) regulations in the applicable State or Territory. If The Good Guys reasonably believe that the environment does not meet the requirements of the respective State or Territory then The Good Guys reserves its right at its sole discretion to leave the installation site and The Good Guys may invoice you for the installation site visit.


The Good Guys warrants that appliances repairs are covered by a repair warranty period of 6 months from the date of completion. This warranty applies to the repair itself, any parts and accessories replaced while carrying out repairs and labour required to repair your appliance by our assigned repairer. Any work carried out by a repairer other than a repairer appointed by The Good Guys, is not covered by The Good Guys repair warranty. This repair warranty excludes faults not related to the original complaint or repair, including any physical or accidental damage, or work done after the original repair was completed. The Customer is responsible to confirm that their product is not currently under any manufacturer, extended or repairer warranty before booking an Appliance Repair service. The Good Guys are not liable for any manufacturer warranty periods voided.


The Good Guys is not liable for the signal strength or any degradation of cable/satellite signal due to faulty cable/satellite equipment or coaxial lines. If the cable or satellite provider modifies any part of The Good Guys installation, you will be charged at current listed rates for an on-site troubleshooting service call required to re-establish your system’s functionality per the original installation scope of work. If The Good Guys determines on-site that the original installation was the cause of the problem, a refund for the service call will be issued to you.


Some services require access to your computer. If computer access is required The Good Guys will not be responsible or liable under any circumstances for any loss or corruption to data stored on your computer. Back-Up of data is your responsibility and The Good Guys will not back up any data on your computer. In addition to your rights under the Act, we provide a 14 day limited workmanship warranty on all labour included with our installation services. The Installer will correct any material defects in the workmanship of the installation services purchased if reported to The Good Guys within 14 days of service completion. This warranty does not include any warranty on parts or reinstallation or service work for replacement under manufacturers’ warranty unless covered by The Good Guys service plan. Warranty may be voided if a customer makes changes to the system configuration or installation. Additional charges may be charged if a reported service defect is determined not to be due to a defect in workmanship. For software installations, The Good Guys may accept end user license agreements (EULAs) on your behalf and you irrevocably authorize The Good Guys and/or its agents to accept any relevant (EULAs) on your behalf. Copies of EULAs are available upon request. Installation does not include re-installation of Operating Systems.


The Good Guys are not liable for any additional works required to your existing electrical wiring or switchboard. Some installations require wiring & switchboard upgrades, this will be assessed by your installer. Your existing wiring & switchboard must comply with applicable state/federal standards. The Good Guys will not, under any circumstance, move, alter or install electrical outlets unless the appropriate installation service is purchased.


The Good Guys is not liable for additional plumbing or water flow rate into the appliance. If the water flow rate is insufficient for the appliances operation, The Good Guys will not complete the installation and you may be charged a reschedule fee at the current published rate to complete the work.


The Good Guys or its agents cannot be held responsible for any pre-existing condition not apparent on visual inspection. These conditions may include but not be limited to: faulty remote controls, exhausted batteries or corrosion, faulty printed circuit boards in the evaporator/condenser, worn airflow louver motors or brittle louvers / filters due to age or poor maintenance, faulty or deteriorated pipe installation or lagging, faulty or damaged electrical cabling or circuit isolating switches, condensate pump failure where fixed, any damage caused to furniture when assisting in removal to enable work site access, The Good Guys only accept claims with respect to workmanship of the services provided if the claim is reported within 7 days of job completion. In the event of a customer complaint, the customer undertakes to give The Good Guys or its agents the opportunity to rectify all work. Additional charges for nicotine contamination may apply. The Good Guys Guarantee the indoor evaporator coils to be mould free for a minimum period of 12 months on premium services from the date of service.


During the repair process, if after replacing any agreed parts, the repair agent finds further parts that need to be replaced for the product to be in good working order, they will provide a quote for any additional costs and request your permission to proceed. Upon receiving this quote, if you choose to go ahead with the repair, you will be required to pay any additional charges via The Good Guys home installations portal prior to any work taking place. If you do not wish to proceed, the original parts will be refitted if possible. A refund for the cost of the repair service will not be provided if choose not to proceed with the repair after reviewing any additional repair costs. In this instance, you will receive a $100 Replacement Credit to assist with the cost of the replacement of your appliance. If you are uncontactable, no further work will be completed until contact is made. Repairs may require parts that may not be available at the time of assessment and need to be ordered. Estimated lead times will be provided prior to the acceptance of the quote, however this lead time may be exceeded due to issues such as parts availability or any freight delays, which may delay the completion of your appliance repair. You will be advised of any delays to the repair completion date and an option to refund your repair service is available if the expected lead time is exceeded by 2 days or the lead time is more than 30 days in total from the time of assessment. Any refund of your repair service will not be eligible for a store credit.


Replacement credits must be redeemed in a single transaction before the specified expiry date which will be 30 days from the date of issue. It is up to the customer to use the full value of their Replacement Credit before the expiry date. Any unused balance upon the expiry of a Replacement Credit will not be refunded or credited. If the customers purchase exceeds available Replacement Credit balance, the customer must pay the variance with another payment method. Where eligible, a replacement credit will be sent to the customers’ mobile telephone number via SMS as soon as the repair job is closed by both the repairer and the customer. The customer may use their Replacement credit immediately either online or in store in a single transaction. If the customers Replacement Credit is altered, lost or stolen, it will not be replaced, refunded or redeemed. This Replacement Credit is: Redeemable for merchandise or services at participating The Good Guys stores. Not redeemable for cash and cannot be used for the payment of credit or retailer accounts; Cannot be used to purchase products from agency brands including Asko, Miele, Falcon, Hoover, Neff or Jennair; Cannot be used to purchase Apple products, The Good Guys Gift Cards or to make full or partial payments for goods purchased on The Good Guys Photo Centre by Kodak.


The Good Guys have engaged an on-line booking service, Airtasker Pty Ltd ACN 149 850 457 (“Airtasker”), as its service agent to assist in the management of its obligations under this program and for this purpose, you consent to The Good Guys providing Airtasker with your contact details and information about the services you have purchased. To enable Airtasker to supply the requested services, Airtasker may utilise additional identity verification and payment facility services. Information on these services can be found at https://www.airtasker.com/terms/

You consent to all of the uses and disclosures of your contact details and information described in The Good Guys Privacy Policy which can be accessed at www.thegoodguys.com.au as well as Airtasker’s Privacy Policy which can be accessed at https://www.airtasker.com/privacy/

The Good Guys may use and disclose information about you to its contractors and installers and its other suppliers (including to any person situated outside Australia) for the purpose of:

  • Booking, co-ordinating and providing the requested service(s);
  • Taking payment for any additions to the scope of services as requested by you.
  • Offering additional or new products and services related to the products or services provided to you.
  • Providing services and benefits in relation to your Concierge Rewards


You consent to these parties contacting you or a new owner of the Services you purchased, including sending email, SMS, mail or making contact by telephone, for the purposes set out under the heading ‘Privacy’. You confirm you have the necessary authority to provide the information and to give these consents. We have recorded your acceptance to the above scope, site detail and Terms and conditions. If any of the information contained within this email is incorrect or you do not agree to the terms and conditions in full, please contact the store you have purchased this service from, or call 1300 765 988 prior to installation.