By choosing Lightning Garage Door Solutions, you’re agreeing to these simple and friendly terms – even if you haven’t read them. We recommend taking a quick look so you understand how we work together.

RESPECT FOR OUR TEAM:

We appreciate kindness and respect, just as you would expect in return. Our technicians are doing their best to fix your issue as quickly and cost-effectively as possible. Please keep in mind they are here to help, and any abusive or disrespectful behaviour will not be tolerated.

SAFETY FOR YOU:

For your safety, please stay out of the garage or work area while we’re working. If you decide to enter this area, please understand that you’re responsible for your own safety, and we won’t be responsible for any accidents or injuries.

ARRIVAL & AVAILABILITY:

You will receive a sms reminder 24 hours before your booking and another sms when we are on our way to your job. We work within a 2-hour arrival window due to factors like traffic and unexpected delays from previous jobs. If we are running later than expected, we will keep you updated. Please ensure someone is home during the arrival window unless you are happy to allow us to attend your property while you are not there.

If we arrive on site in the agreed upon time frame and no one is there to let us into the property to commence work, we will contact you. If we can’t make contact we will wait for 15 minutes before leaving. At this 15-minute mark, we reserve the right to leave the job and a $90 incl. gst charge will be charged to you for time and work lost.

VEHICLES:

Before we arrive, please remove any vehicles from the garage and driveway and have them clear.

WORKSPACE:

We need enough space to safely work on your garage door and automatic system inside the garage so please remove any items that are in the way, out of the way. Please provide 1.5m of clear access around the entire garage door and automatic opener.

If it is a requirement that we drill into a wall, floor or ceiling, we take no responsibility for the repairs of any materials that we were not able to view inside the wall, floor or ceiling prior to drilling. This includes electrical cables, water pipes or any other items. Please provide any and all information relating to the location of anything located in an area that cannot be viewed prior to us commencing work. We’ll always aim to be careful.

POWER:

Please ensure there is power on and available, as we need it to complete the job.

PAYMENT:

Payment is due immediately upon completion of the job prior to us leaving site. We accept bank card (2.1% + 30c fee), cash, or on-the-spot bank transfer. Unfortunately, we do not offer payment on invoice, return visits to collect payment, or trips to the bank. You are responsible for letting us know which method you would like to pay with. The ONLY exemption to this is clients like real estate agents, body corporates or insurances who pay at the end of the month.

PHOTO REQUESTS:

Please share any photo’s which you may think would be helpful for us to have by replying to your booking message and sending them through as soon as possible.

CANCELLATIONS & RESCHEDULES:

If you need to cancel or reschedule your booking, please let us know at least 24 hours in advance so we can adjust our schedule.

DISPOSAL & REMOVAL OF REPLACED PARTS:

We remove all old materials and parts from site automatically before we leave unless you notify us that you want to keep them. If you forget to notify us and want them back in your possession you will need to collect them from us, we do not redeliver them to your property.

PARTS THAT BREAK WHILE WE WORK ON THEM:

All parts and materials have a lifespan and will eventually break. Though it is very rare that this occurs parts can break while we work on them. We take no responsibility for any parts that break while we work on them, nor do we replace them free of charge.

For e.g. garage door springs generally have a lifespan of 10-15 years or 10,000 to 15,000 cycles. If we are re-tensioning springs, which is a normal step in a service, and the springs break, we do not replace the springs free of charge. It’s just a coincidence that they decided to break exactly when we worked on them.

DAMAGE TO FIXED PROPERTY:

While all due care is taken accidental damage can occur. If we damage your fixed property while working on it, we’ll fix it. If for some reason we don’t realize we have damaged your property, and you think we have, please just let us know. In this circumstance you will need to prove damage so please take photos prior to our arrival for your records.

DAMAGE TO NON-FIXED PROPERTY:

While all due care is taken accidental damage can occur however, we do not accept liability for non-fixed property (e.g. cars, possessions) due to the fact that they can be removed prior to our arrival. Please remove any lose items out of our way prior to us attending site.

WRITTEN REPORTS:

If you require a written report for insurance or any other entity, we have a $90 inc gst fee to produce it. Alternatively, we are happy to write anything on the invoice you require at the end of the job prior to us leaving site at no cost. Please have this information ready to provide to us on site before we leave as that’s when we create and issue your invoice.

ESTIMATES & QUOTES:

All estimates and quotes whether verbal or written are valid for 30 days.

All estimates and quotes are provided without attending site. We’ve been working on garage doors for so long that we can provide an estimate or quote without seeing your job in person. From time to time, we may ask you to take a picture and SMS or email it through to us, but we will let you know if we need that. 

If you only want a free estimate or quote, please do not organize for us to attend site, simply contact us (email, phone, website etc) and we’ll provide it to you there and then. All site visits incur charges. If you do organize for us to attend site, we have a $90 charge for assessing and diagnosing your issues. That $90 charge will be waived if you choose to proceed with the repairs while on site. In that circumstance we will provide you a quote for the works and that is all you will pay.  

All quotations provided are done so with the assumption that: a power point is within close proximity, the door moves freely and is in good condition (unless otherwise stated) and all the requirements in these terms are adhered to.

The installation of a 3 pin, 240-volt power supply for automatic garage door operators is the responsibility of you the owner, not us and is not included in our quotations ever.

CALL OUT FEE:

A call out fee is a charge for us to drive from our current location to the job location. It does not cover providing a quote, diagnosing faults or completing work. We do not charge call out fees.

DEFINITION OF A SERVICE:

A service is a maintenance check and adjustment of an already existing product or part that is in fully functional working order. Servicing cannot be performed on a part or product that isn’t operating in fully functional working order. If it’s not 100% functional a repair is required.

For e.g.: We cannot service a garage door opener that has a burnt out motor or failed circuit board. We can only repair it because it’s no longer working.

DEFINITION OF A REPAIR:

A repair refers to the process of fixing or replacing a malfunctioning, damaged, or worn product or part with the intent of restoring it to its proper working condition.

For e.g.: We can repair a garage door opener that has a burnt out motor or failed circuit board. We cannot service it because it’s no longer working.

Repairs require more time and therefore have a different cost to a service. 

ANIMALS & PETS:

We take no responsibility for animals or pets escaping from the premises while we are at the work site or after we have left the work site in conjunction with any service we provide. Please restrain or remove animals or pets prior to our arrival for the safety of everyone involved, though we would love some pats first.

OUR “PRICE BEAT GUARANTEE”:

For us to offer a price beat guarantee we require our competitors quote supplied to us in writing, to show their logo and business details and be for the exact works required that you have asked us for. It can be sent through to our email [email protected].

Any competitor quotes where discounts are offered to match or beat our quoted price must be specified. Any price reduced offer from us must be confirmed in writing prior to booking the job.

REFUNDS:

Any refunds provided are at the sole discretion of us. Any parts fitted are not valid for a refund. If they break during the warranty period, we will fix or replace them free of charge. Change of mind is not a valid reason for a refund.

WARRANTY:

All our work comes backed by our Lightning Warranty, valid for 12 months from the date on your invoice unless otherwise specified. Please note, our warranty covers only the specific area we’ve worked on. For e.g, if we replace a hinge, we guarantee that hinge will be free from defects for at least 12 months – we don’t warrant your garage door opener will continue to work for the next 12 months.

If we’ve provided only a service without replacing any parts or materials, we’ll guarantee the operation of your door for 30 days as long as you fix anything we notify you is necessary to fix. If you decide not to fix what’s necessary, we can’t provide you any warranty.

Products we supply and install also have their own manufacturer warranties, typically ranging from 12 months up to 10 years, depending on the item.

Manufacturers provide two types of warranties:

• On-site warranties: The manufacturer covers repair or replacement directly at your property.
• Back-to-base warranties: The product must be returned to the manufacturer’s facility for repair or replacement, then collected for reinstallation. Garage door openers are the only items we supply and install that have a back-to-base warranty. Merlin is the exception and offers an on-site warranty.

If your product has a back-to-base warranty, you’ll need to hire us (at your expense) to remove, deliver, pick up, and reinstall the repaired or replaced item. We recommend choosing Merlin garage door openers over any other brand because of their convenient on-site warranty.

If you think you have a warranty claim, contact us directly. We’ll inspect the product, and if it’s covered, we’ll handle the repair or replacement for you.

Warranties are not transferrable with the passing on or sale of the property. Warranties remain with the person whose name is on the invoice and that warranty is only valid while they own the property where the installation or repair took place.

Warranty claims may require a site visit by us to investigate and/or fix the issue. If we attend site for a warranty claim on a product that was not a warranted item, we reserve the right to charge for this visit.

Your garage door and garage door opener require periodic adjustment. If you choose not to properly maintain your product as per the manufacturer’s terms and conditions and problems arise, the liability remains entirely with you. A lack of recommended maintenance that leads to faults of any kind does not constitute as warrantable.

Please consult your owner’s manual for what is and what is not covered under warranty. If the owner’s manual does not provide the information you require then please contact the manufacturer directly for such advice.

Ensure that your garage door & its parts and your garage door opener & its parts are cleaned regularly and serviced as per manufacturer’s specification.

CONSUMER COMPLAINTS PROCEDURE:

At Lightning Garage Door Solutions, we always aim to do the best possible job for you. But if you feel we haven’t met your expectations, please follow these simple steps:

If you have any concerns or complaints about our work, let us know right away by emailing [email protected]. Once you’ve notified us, we’ll arrange to visit your property as soon as we can to check the issue thoroughly if we feel that is necessary. Please allow us full access to inspect and understand your concern.

After our inspection, we’ll either undertake the work again or give you a written response as soon as possible explaining our findings.

Lastly, please remember that all products provided by Lightning Garage Door Solutions remain our property until fully paid. If payment is overdue by more than 7 days, we may take action to recover the outstanding amount through debt collectors or small claims court. Debt recovery costs will be added to any total amounts and sought as well.

DEBT COLLECTION – UNPAID INVOICES:

We agree to pay fees to a debt collection agency, the Queensland Civil and Administrative Tribunal, legal representation and any other entity associated with the recovery of your debt. These fees will be passed along to you in full. By not paying your invoice by the due date you agree to pay all costs incurred associated with the recovery of debt.

In the event that an invoice remains unpaid after 7 days we will proceed with the following process:

1. We will forward your unpaid debt including any additional fees to a debt collection agency of our choice within 7 days after the due date.
2. 35% of the total invoice amount will be added to the invoice prior to the unpaid debt being handed over to a debt collection agency. This 35% fee covers the cost of the debt collection service.
3. For every 7 days that the debt remains unpaid an additional 10% of the total invoice amount will be added to the invoice inclusive of any additional fees.
4. After 30 days we will start undertaking proceedings to recover the debt owed as well as any additional debt collection fees, Queensland Civil and Administrative Tribunal fees, legal representation fees, loss of income if we are personally required to attend court proceedings and any other fees charged by any other entity associated with the recovery of your debt.

Lightning Garage Door Solutions takes no responsibility and accepts no liability for any loss or damages associated with the collection of unpaid debt.

DEFAMATION:

If there’s ever a problem you’d like to talk about, please call or email us so we can sort it out together. If you’re still not happy with how we’ve handled things, and you have proof or evidence to back up your concerns, please follow our complaints process.

It’s important to use our complaints process first instead of posting negative comments online. If you post something that’s untrue or unfair, it could lead to serious legal action, which we’d rather avoid.

We really care about resolving issues positively, so please reach out to us first if you’re unhappy – we’re here to help.

DISCLAIMER – EXCLUSIONS AND LIMITATIONS:

The information on our website is provided as general information only. While we try to keep everything accurate and helpful, we can’t promise that the information is always perfect or complete.

Lightning Garage Door Solutions won’t be responsible if you experience problems or losses from using our website. This includes issues like mistakes on our website, losing money or business opportunities, or damage to your computer, software, or data.

However, we’re always responsible for injury or harm caused by our own mistakes or negligence.

None of this affects your basic legal rights as a consumer – we’re here to help and do our best to provide reliable information and service.

NOTIFICATION OF CHANGES:

Lightning Garage Door Solutions may update these terms and conditions occasionally. If you keep using our website after any changes, it means you’re okay with those updates.

If we change our privacy policy, we’ll announce it clearly on our website, blog, or news section. And if we change how we handle your personal details, we’ll directly contact you by email or mail to let you know.

Any updates to our privacy policy will be posted on our website at least 30 days before they start. We recommend checking this page regularly if you’re a returning customer.

LIMITATION OF LIABILITY

Lightning Garage Door Solutions does not offer any additional warranties, expressed or implied, beyond what’s clearly stated here. This includes implied warranties about products being suitable for specific purposes or general merchantability.

The remedies we’ve outlined here are your exclusive solutions. We won’t be liable for indirect, special, incidental, consequential, or punitive damages related to our products or services—this includes their design, manufacture, sale, delivery, installation, servicing, or use.

No other person is authorised to accept liability or change the terms on behalf of Lightning Garage Door Solutions regarding our products or services.

When you accept a quote from Lightning Garage Door Solutions, you’re agreeing to all terms and conditions outlined in that quote and detailed here. Submitting a purchase order means you accept these terms and conditions.

If your purchase order or other correspondence contains terms different from ours, accepting your order does not mean we agree to those additional or different terms. The terms detailed here and in our quotes always apply unless we’ve explicitly agreed otherwise in writing.

Changes or waivers to these terms are only valid if confirmed in writing by an authorised representative of Lightning Garage Door Solutions.

We appreciate your time and look forward to helping with your garage door. If you have any questions, please contact us at [email protected] or on 0490533429. 

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