Terms & Conditions
1. Definitions
In these Terms & Conditions:
- “Company”, “we”, “us”, “our” means Reliable Roofing & Property Maintenance, a division of The Reliable Team Pty Ltd.
- “Client”, “you”, “your” means the owner, landlord, property manager, tenant, or authorised representative engaging the Company.
- “Works” means any inspection, report, maintenance, repair, installation, gutter cleaning, Make Safe, or roofing service performed by the Company.
- “Quote” means any written price, estimate, proposal, or scope of works provided by the Company.
- “Make Safe” , “Temporary Repair” – A short-term emergency action taken to remove immediate safety risks and prevent further damage (e.g., tarping or temporary sealing). A make safe is not a permanent repair and carries no warranty.
2. Acceptance of Terms
2.1 These Terms apply to all Works performed by the Company.
2.2 The Client is deemed to have accepted these Terms when a Quote is approved, an inspection or job is booked, or when the Company is given access to the property to commence Works.
2.3 These Terms prevail over any prior or subsequent terms proposed by the Client unless agreed in writing by the Company.
3. Scope & Limitations of Inspections
3.1 All inspections are visual and non-intrusive unless otherwise specified in writing.
3.2 The Company does not, as part of a standard inspection, remove or dismantle roofing materials, insulation, gutter guard, solar panels, ceilings, linings, flashings, or other building elements, however may be done at the discretion of the tradesperson.
3.3 Defects may be concealed by debris, finishes, framing, solar systems, ducting, insulation, or unsafe access conditions. Such concealed defects may not be identified during the inspection.
3.4 Inspection reports are prepared for general assessment and maintenance purposes only. They are not structural engineering certifications, waterproofing certifications, or full compliance assessments under the National Construction Code (NCC) or Australian Standards unless explicitly stated.
4. Water Ingress, Multi-Point Leaks & Secondary Leak Attribution
4.1 Roof leaks commonly originate from multiple independent points of water ingress, including but not limited to:
- aged, brittle, or deteriorated roofing materials
- inadequate fall, poor drainage design, or insufficient runoff capacity
- previous non-compliant, unlicensed, or makeshift work performed by others
- design limitations outside current NCC and Australian Standards
- flashing failures, parapet interfaces, penetrations, junctions, and transitions between materials
- internal plumbing issues, condensation pathways, or air-conditioning discharge
- structural movement, building settlement, timber shrinkage, or frame distortion
- debris build-up, gutter guard obstruction, or stormwater system failures
4.2 When the Company carries out Works to address an identified defect, the Company’s responsibility is strictly limited to that specific defect or scope. Repairing one issue does not guarantee that leaks from other existing, hidden, or unrelated defects will cease. Water may continue to enter the property from secondary or previously undetected ingress points.
4.3 Moisture staining or internal damage may remain visible or continue to develop after Works due to:
- saturated insulation requiring extended drying periods
- moisture trapped within plasterboard, ceiling cavities, timbers, or structural components This residual moisture does not, in itself, indicate failure of the completed Works.
4.4 Risk of Recurring Leaks Due to Building Condition Older roofs, roofs at end-of-life, and roofs with structural or design deficiencies are more likely to exhibit recurring leaks even after repairs. The Client acknowledges that water ingress can continue due to factors beyond the Company’s control, including design issues, age-related failure, or extensive deterioration.
4.5 Secondary Leak Attribution Clause Unless the Client can provide independent expert evidence that any ongoing leak is directly and solely caused by defective workmanship by the Company, any further water ingress after completion of the Works is presumed to originate from alternate or secondary ingress points, outside the specific areas rectified by the Company. The Company is not liable for such further leaks or the resulting damage.
5. Design Deficiency Non-Liability
5.1 The Company is not liable for water ingress, leaks, or damage arising from inherent design deficiencies or construction methods outside current NCC or Australian Standard requirements, including but not limited to:
- insufficient or incorrect roof falls
- inadequate or non-compliant overflow provisions
- undersized gutters or downpipes
- lack of, or incorrectly installed, sarking or sisolation
- poorly designed or located roof penetrations
- incompatible or mixed roofing materials
- parapet walls and roof/wall interfaces that inherently trap water
- structural movement, building settlement, or framing misalignment
5.2 Where such design deficiencies exist, the Client acknowledges that Works performed by the Company may reduce but cannot eliminate the risk of ongoing leaks. No warranty applies to outcomes affected by these design limitations.
6. Extreme Weather Exclusion (NCC Rainfall Exceedance Clause)
6.1 Roofing and drainage systems are generally designed in accordance with the NCC and relevant Australian Standards (including but not limited to AS3500 and AS1562), which assume certain rainfall and wind-intensity parameters.
6.2 The Company is not liable for water ingress, overflow, damage, or failure of roofing, gutters, or drainage systems arising from:
- rainfall intensities that exceed NCC or design rainfall thresholds
- storm-driven rain or wind-driven water penetration
- flash flooding or localised flooding
- extreme, cyclonic, or anomalous weather events, including those classified by the Bureau of Meteorology as severe or extreme.
6.3 Any water ingress or damage occurring during or following such extreme weather is excluded from all warranties and liability.
7. Temporary Repairs & “Make Safe” Emergency Works
7.1 Temporary repairs or “make safe” Works are performed to reduce immediate risk only (e.g. further water ingress or safety hazards) and are not intended as permanent rectification.
7.2 Make Safe Emergency Limitation Clause Due to the urgent nature of emergency Works and limitations caused by weather, access, or time, the Company may utilise temporary measures including, but not limited to, tarping, temporary sealants, partial coverings, or non-standard material substitutions. These measures do not guarantee long-term weatherproofing, performance, or full prevention of further water ingress. No warranty is provided on make safe Works.
7.3 Further permanent repair or full rectification may be required once conditions allow. The Client acknowledges that the Company is not liable for water ingress or damage occurring before, during, or after make safe attendance, including during subsequent weather events, unless proven to be directly and solely caused by the Company’s negligent act or omission.
8. Safety, Access & Right to Suspend Works
8.1 Roofing work is inherently high-risk. The Company reserves the right to refuse or suspend Works where, in its opinion, conditions are unsafe, including but not limited to:
- excessive roof pitch or height
- fragile or deteriorated roofing surfaces
- adverse weather (rain, wind, heat, lightning)
- inadequate access or fall protection
- structural instability or suspected asbestos.
8.2 Where necessary, additional safety measures (such as scaffolding, elevated work platforms (EWPs), edge protection, or harness systems) may be required and will be quoted as additional costs.
8.3 The Client must ensure safe and reasonable access to the property, including arranging tenant or occupant cooperation, providing keys or access codes, and keeping access ways and work areas clear.
9. Access Failure Call-Out Fee Clause
9.1 If the Company attends the property at the agreed time and cannot access the roof or required areas due to reasons outside the Company’s control, including but not limited to:
- locked premises or gates
- tenant refusal or absence
- unrestrained animals
- incorrect or missing keys or access codes
- unsafe or obstructed access
then the Client agrees that the Company may charge a call-out fee to cover travel, labour, and administrative costs.
9.2 If re-attendance is required, additional charges may apply.
10. Gutter Cleaning & Stormwater Limitations
10.1 Unless expressly stated in the Quote, gutter cleaning does not include:
- removal or reinstallation of gutter guard
- high-pressure machine clearing of downpipes
- underground stormwater clearing
- CCTV or camera inspections of stormwater lines.
10.2 Blockages requiring mechanical or high-pressure equipment must be attended to by a licensed plumber at the Client’s cost.
10.3 The Company is not liable for:
- water ingress or overflow caused by blocked downpipes, stormwater systems, or underground drainage
- drainage issues caused by third-party gutter guard systems
- stormwater system limitations, incorrect sizing, or lack of maintenance by others.
11. Variations, Hidden Conditions & Additional Work
11.1 Quotes are based on information available and conditions visible at the time of inspection.
11.2 Where hidden defects or conditions are discovered during Works (including but not limited to rotten framing, concealed corrosion, structural movement, or concealed leaks), additional Works may be required beyond the original Quote.
11.3 Any variations or additional Works will be discussed with the Client and either quoted separately or charged as agreed. The Company will not proceed with chargeable variations without approval, except where required for immediate safety or to prevent significant further damage and where the Client is unavailable in an emergency context.
12. Materials & Product Disclaimer
12.1 The Company will use materials appropriate for the Works and compliant with relevant standards, or equivalent specified products.
12.2 Exact colour or finish matching on existing roofs, gutters, fascias, or claddings cannot be guaranteed due to aging, weathering, and manufacturer batch variations.
12.3 If specified products are unavailable, the Company reserves the right to propose a suitable alternative.
12.4 All materials supplied by the Company remain its property until paid for in full.
13. Warranty
13.1 The Company may offer a workmanship warranty on certain Works, as specified in writing on the Quote or Invoice.
13.2 No warranty applies to:
- temporary repairs or make safe Works IE sealant-only repairs
- repairs carried out on roofs or systems that are at or near end-of-life
- Works affected by inherent design deficiencies or non-compliant original construction
- damage or leaks caused by severe weather, impact, tree branches, or other external events
- water ingress arising from areas not included in our scope of Works
- issues arising from subsequent work by others, lack of maintenance, or misuse.
13.3 Manufacturer warranties for materials are subject to their respective terms and conditions. The Company is not responsible for any manufacturer refusal to honour such warranties.
14. Consequential Damage Waiver
To the fullest extent permitted by law, the Company is not liable for any indirect, incidental, special, or consequential loss or damage arising out of, or in connection with, the Works. This includes but is not limited to:
- damage to internal finishes, ceilings, walls, floor coverings, or contents
- mould growth or air quality issues
- electrical faults or damage
- insulation saturation or thermal performance issues
- loss of rental income, loss of use, or tenant-related claims
- insurance excesses or policy limitations
The Company’s liability is strictly limited to the reasonable cost of rectifying proven defects in its workmanship, and in no event exceeds the total price paid for the relevant Works.
15. Property Manager Authority Clause
15.1 Where a property manager, agent, or other representative (“Agent”) requests inspections, MakeSafes, repairs, or approves Quotes on behalf of a landlord or property owner (“Owner”), the Agent warrants that they have full authority to engage the Company and approve the Works.
15.2 The Owner and/or Agent accept responsibility for payment of all fees and charges arising from Works authorised by the Agent.
15.3 The Company is not responsible for any disputes between Owners, Agents, and tenants regarding approvals, scope of Works, or payment once the Agent has authorised the Works.
16. Delays, Weather & Scheduling
16.1 Roofing and external work is highly weather dependent.
16.2 The Company may postpone or reschedule Works at any time where weather or site conditions present safety risks or may compromise the quality or integrity of the Works.
16.3 Such delays do not constitute a breach of contract by the Company.
17. Payment Terms
17.1 Payment terms are specified in each Quote and may differ where a separate building contract is in place. In the event of any discrepancy, the written contract takes precedence.
17.2 Deposits are required for all Works unless expressly stated otherwise. Progress payments may also be included in Quotes or building contracts and are payable as scheduled.
17.3 Unless otherwise agreed in writing, all invoices are due for payment on the day of completion of the Works.
17.4 Property managers must ensure that funds are available in line with due dates. If agency pay cycles differ from the Company’s payment terms, this must be negotiated and approved prior to Works commencing.
17.5 Failure to pay within the agreed terms may result in suspension of Works, interest charges, administrative fees, recovery costs, or legal action.
17.6 Inspection fees will only be credited or reimbursed where expressly stated in the Quote.
18. Cleaning & Waste Removal
18.1 The Company will take reasonable steps to maintain a safe and tidy worksite during the Works. Upon completion, the Company will remove work-related waste and dispose of it appropriately.
18.2 All waste, leftover materials, offcuts, and removed roofing components—including but not limited to scrap metal, roof tiles, flashings, gutters, and downpipes—remain the property of the Company. The Client acknowledges that any recyclable, reusable, or resale-value materials are owned by the Company, and no discounts or credits will be applied for such materials.
18.3 The Company does not offer discounts where Clients elect to retain, dispose of, or manage waste or materials themselves.
18.4 Quotes include dump fees and applicable environmental levies unless stated otherwise.
19. Asbestos Discovery & Work Cessation Clause
19.1 If asbestos or suspected asbestos-containing material (ACM) is identified or reasonably suspected during the Works, the Company will immediately cease all work in the affected area. The Client acknowledges that additional testing, asbestos removal, specialised access equipment, and licensed contractors may be required before Works can continue. Any delays, costs, testing, clearance certificates, or necessary variations arising from the presence or suspected presence of asbestos are the sole responsibility of the Client.
20. Cancellations & Missed Appointments
20.1 Cancellations made within 24 hours of a scheduled booking may incur a cancellation or call-out fee.
20.2 Where the Company attends but cannot proceed due to access or other issues outside its control, re-attendance charges may apply.
21. Dispute Resolution
21.1 In the event of a dispute, the Client agrees to first raise the issue with the Company and allow a reasonable opportunity to inspect, respond, and, where appropriate, rectify any alleged defect.
21.2 If the matter cannot be resolved, both parties may agree to refer the matter to mediation or an independent expert before commencing formal legal proceedings.
22. Public Feedback & Reviews
22.1 The Client agrees to allow the Company a reasonable opportunity to resolve concerns before posting online reviews or public feedback. The Client may leave honest feedback but must not publish false, misleading, or defamatory statements. The Company may seek legal remedies where defamatory or harmful content is posted without first allowing reasonable resolution.
23. Governing Law
These Terms are governed by the laws of South Australia, and the parties submit to the non-exclusive jurisdiction of the courts of South Australia.
24. Amendments
The Company may update these Terms from time to time. The most recent version published on the Company’s website supersedes all prior versions and will apply to all future Works.