G'day, Paul here from Adelaide Oven Repairs®. As a property owner or manager booking repairs for a rental, I want to make sure everything runs smoothly and fairly for everyone involved. We've got clear policies to keep things transparent, efficient, and focused on what needs doing – fixing your oven, stove, or cooktop properly. This document lays out your obligations based on our procedures. It's all about sticking to the rules so we can get the job done right the first time.
These policies are drawn from our terms and conditions, booking process, and standard practices. If anything's unclear, feel free to reach out, but remember: we don't take bookings over the phone.
Booking ProcessOnline Booking Only: All bookings must be made through our online system at
book-now. We don't accept bookings over the phone to ensure accuracy and avoid misunderstandings.
Form Requirements: When filling out the Tax Invoice Booking Form, provide full details including customer info, address, contact details (yours and the tenant's if applicable), appliance details, fault description, and preferred dates/times. You can select multiple options, but times aren't guaranteed – we'll confirm what's available.
Authorization: By submitting the form, you confirm you're of legal age and authorised to enter into a contract. You also agree to our full Terms and Conditions (linked in the form).
Contingency Bookings: Avoid booking multiple repair companies at once – it can disrupt scheduling and isn't fair to us or others.
Confirmation and CommunicationBooking Confirmation: Once submitted, you'll see a successful submission page with fixed pricing details so don't close your browser straight away! We'll send a booking confirmation via email or SMS to both you (the property owner/manager) and the tenant to ensure everyone knows the details and avoid any "didn't know" excuses.
Written Confirmations with Tenants: Bookings must be confirmed in writing with tenants, but we handle this through the automated email/SMS system. We don't interface directly with tenants during the repair to keep things focused on your instructions as the owner/manager – this prevents any steering towards unnecessary extras. We only take instructions from you, the party that fills in the form and warrants that you are of legal age and able to form a binding contract. As the authorised owner or manager, your directives alone guide the repair to align precisely with what you require, ensuring no influence from tenant preferences or suggestions.
Stay Contactable: Remain available on your provided mobile number for 24 hours before the booking. Preferred times are guides only; call us a maximum of 1 hour before if you need a more accurate arrival time.
Interactions and Access Obligations:Safe Work Environment: As the property owner, you're responsible for providing a safe workspace. This includes ensuring the appliance is accessible (e.g., movable from under a bench). If it's not, we may abort the repair and charge the full labour rate.
Service Call Etiquette: For a safe and efficient visit:
• Keep pets restrained or outside.
• Maintain clear access to the workspace.
• Allow our technician (that's me, Paul) to work without interference.
• Disclose any prior repairs or known faults – undisclosed issues could compromise new work.
Full Access Required: The oven must be fully accessible. If not, we reserve the right to charge the full service call fee.
• Payment Obligations• Pay on the Job: Payment is required on completion of each visit, right on the day. We offer contactless payment for convenience.
• Fixed Pricing: You'll see transparent fixed prices on the submission page (e.g., $230 including service call, labour, parts, travel, and GST for common fixes). Additional charges apply for extras like multiple parts (deduct $80 per additional part), travel outside our area ($70–$80 + GST), or parking costs (passed on at cost).
• Minimum Charge: A minimum applies – service call + 15 minutes' time.
• Waiting Time for Payment: Any delay in processing payment will be billed at an additional charge per 15 minutes' wait time, up to a maximum of 1/2 hour (30 minutes). If payment isn't settled within that time, we'll remove any installed parts and reschedule for another visit under new agreed terms, which may include prepayment.
• Deposits and Prepayments: For special order parts, full prepayment is required before ordering.
• GST and Taxes: All prices include GST where applicable.
Cancellations and Changes• Notice Required: All postponements or cancellations must be submitted in writing (email) at least 24 hours before the appointment. Failure to do so incurs cancellation charges.
• Collection of Goods: If parts or appliances are ready for collection, pick them up within 14 working days of notification, or we may dispose of or sell them, passing on costs to you.
Warranty and Post-Repair ObligationsNotifications: Notify us of any part failure within 7 days of spotting it for efficient resolution.
Claims: Warranty claims must be in writing and are conditional on all payments being fully settled per our terms.
Documentation: Provide any necessary warranty details we request.
Disclaimers• No Guarantees on Times: Booking windows are 2 hours for flexibility, but exact times aren't guaranteed.
Liability: Failure to provide truthful info or a safe environment can lead to liability on your behalf as the property owner.
• Confidentiality: Our booking documents are proprietary – don't share without our written consent.
• Specialisation: We only repair ovens, stoves, and cooktops – no other appliances.
By following these obligations, we can deliver our high first-visit fix rate (over 90%) with quality OEM parts from Europe. If you've got questions or need to book, head to our online form. Call me direct at 0411 377 955 for any clarifications.
