Terms of service.

1. Acceptance

By making or confirming a booking, paying a booking fee, accepting a quotation, authorising work or instructing us to proceed, you agree to these Terms of Service.

A person making a booking on behalf of a business or equipment owner confirms that they have authority to authorise the work and associated charges.

2. Our Services

Coastal Coffee Care provides servicing, diagnosis and repair of commercial coffee machines, grinders and associated equipment within our authorised scope of work.

The scope of each job is determined by the service booked, work authorised, faults identified and any quotation or other agreement between us and the customer.

A service or repair relates to the work specifically undertaken. It does not mean every component of the machine has been replaced, overhauled or guaranteed against future failure.

3. Pricing

Unless otherwise stated, prices quoted to customers are inclusive of GST.

Current call-out, labour, servicing and other charges may be provided through our website, booking system, quotation or other communication.

Fixed-price servicing is charged according to the inclusions specified for that particular service.

Repair work is charged according to the applicable booking fee, additional labour, parts and materials.

4. Machine Repair Booking Fee

Machine repair appointments require payment of a $195 incl. GST booking fee, unless alternative account arrangements have been agreed.

The booking fee includes the call-out to the booked location and up to the first hour of technician labour, including initial inspection, testing, diagnosis and/or repair.

If the work is completed within the first hour and no additional parts or materials are required, no additional labour charge will apply.

If additional labour, parts or materials are required, these will be charged in addition to the booking fee, subject to the customer's authorised spending limit.

Where we attend and undertake diagnosis or other work, the $195 fee remains payable even if the customer chooses not to proceed with further repairs.

5. $500 Repair Authority

Unless another amount has been agreed, the customer authorises Coastal Coffee Care to diagnose and undertake repairs up to a total job value of $500 incl. GST.

This $500 total includes the initial $195 booking fee.

This authority allows us to complete reasonable repairs without repeatedly interrupting the customer for minor additional approvals.

If we reasonably expect the total job cost to exceed $500 incl. GST, we will contact the customer and obtain further approval before proceeding with additional chargeable work.

Approval may be provided verbally, by telephone, SMS, email, through our booking system or by another reasonable means.

6. Diagnosis and Additional Faults

Commercial coffee equipment can contain electrical, electronic, hydraulic and mechanical systems and may have more than one fault.

Our diagnosis is based on the symptoms, testing and condition reasonably apparent at the time of inspection.

Additional, intermittent, concealed or unrelated faults may become apparent during disassembly, testing or after the initial fault has been rectified.

Where additional work would exceed the customer's authorised amount, we will seek approval before proceeding.

Repairing one fault does not represent that every other component of the equipment has been inspected, repaired or replaced.

7. Older Machines and Pre-existing Faults

Components in older or heavily used equipment may be worn or deteriorated without having completely failed at the time of service.

Testing, dismantling or repairing one component may reveal a weakness or fault elsewhere in the equipment.

Coastal Coffee Care is not responsible for an unrelated or pre-existing fault merely because it becomes apparent during or following servicing or repair, except where the fault or damage was caused by our work.

8. Additional Labour

The $195 machine repair booking fee includes the first hour of labour.

Labour required beyond the first hour will be charged at our current applicable labour rate.

Where reasonably practicable, we will advise the customer when significant additional labour is expected.

Additional work remains subject to the customer's authorised spending limit.

9. Parts and Materials

Parts and materials required for repairs are charged in addition to labour unless expressly included in a fixed-price service or quotation.

Availability of replacement parts may depend on manufacturers, distributors and other suppliers.

We are not responsible for delays caused by parts availability, freight or supplier delays outside our reasonable control.

Removed components may be disposed of following completion of the repair unless the customer requests their return before the work is completed.

10. Special-Order Parts

Parts that must be specially ordered for a particular machine or repair must be paid for in full before the order is placed.

Where ordering a part or completing the associated repair would cause the total job value to exceed the customer's authorised limit, further approval will be obtained.

Once a special-order part has been ordered, cancellation or return may depend on the supplier's return conditions and any rights available under applicable law.

11. Customer-Supplied Parts

We may agree to install a part supplied by the customer but are not required to do so.

We may refuse to install a customer-supplied part where we reasonably believe it is incorrect, unsuitable, defective, unsafe or incompatible with the equipment.

Coastal Coffee Care is responsible for the quality of our installation work but is not responsible for a defect inherent in a part supplied by the customer.

12. Customer Responsibilities

The customer must provide reasonable access to the equipment and premises; access at the agreed appointment time; a reasonably clear and safe working area; appropriate electricity, water and drainage where required; accurate information concerning the reported fault and previous work where known; and access to an authorised person where further repair approval may be required.

Additional charges may apply where significant additional time or a return visit is required because reasonable access was not provided, provided those charges are disclosed where required.

13. Cancellation and Rescheduling

Appointments cancelled or rescheduled at least 24 hours before the booked appointment incur no cancellation fee. Where a $195 booking fee has already been paid, the customer may choose to transfer it to a new appointment or receive a refund.

Where an appointment is cancelled or rescheduled less than 24 hours before the booked time, a $92.50 incl. GST late-cancellation fee may apply. If the $195 booking fee has already been paid, we may retain $92.50 and refund or credit the balance.

If our technician has already been dispatched, attends but cannot obtain reasonable access, the premises are closed, or no authorised person is available where required, up to the full $195 incl. GST booking fee may be retained or charged. Where work has already been performed, charges for that work, parts used or other expenses reasonably incurred may also apply.

We may waive a cancellation charge where we consider the circumstances reasonably justify doing so.

14. Payment

Unless otherwise agreed, machine repair booking fees are payable when booking; special-order parts are payable before ordering; and remaining invoices are payable within 7 days of the invoice date.

Payment must be made through one of the payment methods accepted by Coastal Coffee Care.

15. Overdue Accounts

Where an invoice is overdue, Coastal Coffee Care may request payment of the outstanding amount; decline or suspend further bookings or work until the account has been brought up to date; and seek recovery of reasonable costs actually incurred in recovering overdue amounts, where permitted by law.

16. Quality of Our Work and Consumer Rights

Coastal Coffee Care does not provide an additional fixed-period voluntary warranty on its services or supplied parts unless expressly stated otherwise.

This does not remove or reduce any rights the customer may have under the Australian Consumer Law or other applicable law.

Where applicable law requires us to rectify a problem with our workmanship, supplied parts or services, we will provide the remedy required by that law.

Nothing in these terms excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

17. Subsequent or Unrelated Faults

A subsequent problem with equipment does not necessarily mean the previous service or repair was defective.

Issues caused by circumstances including normal wear and deterioration; failure of a component unrelated to the previous repair; misuse or accidental damage; inadequate cleaning or maintenance; scale or mineral accumulation; unsuitable water quality; inadequate or exhausted water filtration; external plumbing or water-pressure issues; power supply faults, voltage issues or electrical surges; pest or environmental damage; alteration or repair by another person; or customer-supplied parts may constitute a separate fault or service requirement.

This clause does not exclude responsibility for damage or faults caused by Coastal Coffee Care or any responsibility that cannot lawfully be excluded.

18. Water Quality and Scale

Water quality and filtration have a significant effect on commercial coffee equipment.

The customer is responsible for maintaining suitable filtration and taking reasonable steps to manage scale, minerals and other water-quality issues.

Where appropriate, we may identify water-quality concerns and recommend filtration replacement, descaling or other maintenance.

Damage or faults resulting from unsuitable water quality, scale accumulation or inadequate filtration are treated separately from faults caused by our service or repair work.

19. Electrical and Equipment Safety

Where testing identifies a condition that we reasonably consider unsafe, Coastal Coffee Care may decline to return the equipment to service until the identified safety issue is appropriately addressed.

We will advise the customer of the identified issue and any recommended repair where appropriate.

Electrical testing and safety assessment relate to the condition of the equipment at the time of inspection or testing and do not guarantee that a future fault, deterioration or damage will not occur.

20. Service and Maintenance Outcomes

Servicing and preventative maintenance can reduce the likelihood of faults but cannot eliminate equipment wear or future component failure.

Unless expressly included in the service purchased, a routine service does not constitute replacement or detailed overhaul of every component within the machine.

Recommendations made in a service report should be considered as part of the ongoing maintenance of the equipment.

21. Delays and Equipment Downtime

We understand that commercial coffee equipment may be important to the customer's operations and will take reasonable steps to complete authorised work promptly.

Parts availability, manufacturer support, freight, additional faults and other circumstances may affect completion times.

Nothing in this clause excludes liability that cannot lawfully be excluded.

22. Australian Consumer Law

Australian Consumer Law consumer guarantees may apply to goods and services supplied by Coastal Coffee Care, including in some circumstances where the customer is a business.

Nothing in these Terms of Service is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

23. Changes to These Terms

We may update these Terms of Service from time to time.

The terms applying to a particular booking will generally be those made available to the customer when that booking or work was agreed.

24. Governing Law

These Terms of Service are governed by the laws applicable in Queensland, Australia.

25. Contact

Questions regarding a booking, invoice or completed work can be directed to: