Customer-friendly summary

We want our terms to be clear, fair and easy to understand. This summary is a guide only. The full terms below form part of your contract with us.

• Quotes are generally valid for 30 days unless the quote says otherwise.
• Pricing is based on property conditions we can reasonably inspect. Hidden damage, unsafe conditions, restricted access or customer-requested changes may require a written variation.
• A deposit may be required before materials are ordered or work is scheduled. The balance is payable by the date shown on the invoice.
• If an account remains unpaid, reasonable debt recovery costs may be added.
• Funding and subsidies are subject to programme rules, eligibility, funding availability and final approval.
• EECA Warmer Kiwi Homes wording applies exactly where an insulation or heating installation is funded under that programme.
• Some products are custom ordered or manufactured. Cancellation costs may apply once ordering or manufacturing has started.
• Insulation can have unintended consequences, including floorboard shrinkage, colder ceiling spaces affecting pipes, and condensation beneath roofing or within walls.
• Heat pump servicing is preventive maintenance and does not guarantee that existing or future faults will be identified or prevented.
• Repairs, replacement parts, refrigerant work, electrical work, specialist access and intensive cleaning are charged separately unless included in the service quotation.
• Safe access must be available to indoor and outdoor heat pump units. Customers remain responsible for filter cleaning and manufacturer-recommended maintenance.
• Your rights under New Zealand consumer law are not reduced by these terms.

Full Terms and Conditions

These Terms and Conditions apply to all goods and services supplied by Awarua Synergy Limited 2024.

1. Parties and application

1.1 These Terms and Conditions apply to all quotations, goods and services supplied by Awarua Synergy Limited 2024 (Awarua Synergy, we, us or our) to the person or organisation named in the quotation or invoice (Customer, you or your).

1.2 Your contract consists of the accepted quotation, agreed scope, these terms, applicable product-specific terms, approved written variations and, for funded work, mandatory programme terms included in the quotation or invoice.

1.3 If there is an inconsistency, a specifically agreed written term in the quotation or variation takes priority, except where mandatory programme wording or applicable law requires otherwise.

2. Acceptance

2.1 You accept the contract by signing or electronically accepting the quotation, confirming acceptance in writing, paying the deposit, or instructing us to proceed.

2.2 For EECA Warmer Kiwi Homes work, acceptance must be recorded in writing. Email confirmation or a signed quotation may be used.

2.3 You confirm that you are the property owner or have authority from the property owner to approve the work.

3. Quotations, pricing and GST

3.1 Quotations are valid for 30 days unless otherwise stated.

3.2 Prices are in New Zealand dollars and include GST unless expressly stated otherwise.

3.3 A quotation is based on information supplied by you and conditions visible or reasonably identifiable during assessment.

3.4 Measurements and quantities are estimates until access and site conditions are confirmed. If final installed quantity is lower, we will adjust the invoice or refund the relevant amount. If additional work or quantity is required, we will seek approval before proceeding where reasonably practicable.

3.5 A quotation excludes work outside the stated scope, repairs to existing defects, specialist reports, consents, scaffolding, hazardous material removal, electrical or plumbing upgrades, structural work, decorating or making good unless expressly included.

4. Variations and unforeseen conditions

4.1 A variation may be required if you request a change; measurements or quantities differ; hidden defects or unsafe conditions are identified; access is unavailable; compliance requirements alter the scope; existing services require additional work; or circumstances outside our reasonable control increase the work reasonably required.

4.2 We will describe the variation and its price or pricing basis and seek approval before proceeding where reasonably practicable.

4.3 Urgent work reasonably required to make the property safe may be undertaken where prior approval is not practicable, provided we act reasonably and notify you as soon as practicable.

4.4 You are responsible only for reasonable and properly disclosed variation costs.

5. Deposits and payment

5.1 We may require a deposit before ordering materials, confirming an installation date or commencing work. The quotation will state the required deposit.

5.2 Unless the quotation states otherwise, the balance is due within 14 days of the invoice date.

5.3 Custom-ordered or custom-manufactured products may require a larger deposit or payment before manufacture.

5.4 Notify us promptly if you dispute an invoice and identify the amount and reason. Pay any undisputed amount by the due date.

5.5 We may suspend uncompleted work if an undisputed amount remains overdue after reasonable written notice.

6. Overdue accounts and debt collection

6.1 If an undisputed amount is unpaid by the due date, we may charge interest at the rate stated in the quotation or, if no rate is stated, at a reasonable rate disclosed before it is applied.

6.2 After reasonable notice, we may refer an overdue account to a debt collection agency or legal adviser.

6.3 To the extent permitted by law, you must reimburse reasonable and actual recovery costs, including debt collection agency fees, commissions, disbursements and reasonable legal costs.

6.4 We will not charge disproportionate, punitive or unreasonably incurred debt recovery costs.

6.5 We may provide relevant personal and account information to a debt collector, credit reporting agency or legal adviser where lawful and reasonably necessary. The Privacy Act 2020 continues to apply.

7. Funding, grants and subsidies

7.1 Funding is administered by third parties and may be subject to eligibility, property requirements, programme rules, approved products, caps and available allocation.

7.2 Potential eligibility is not final approval. We cannot guarantee funding approval or continuing availability before quotation acceptance and required programme approval.

7.3 You must provide complete and accurate application information and advise us if relevant circumstances change.

7.4 You are responsible for the customer contribution and approved additional services not funded, as separately shown in the quotation.

7.5 If funding is declined or withdrawn because information supplied by you was materially inaccurate or you were ineligible, you may be responsible for the unfunded amount to the extent permitted by law and after we explain the basis.

7.6 For EECA Warmer Kiwi Homes insulation work, an additional service outside the programme must be clearly described, separately priced, identified as not grant-funded and agreed by you.

8. Customer responsibilities

8.1 Provide safe, reasonable and unobstructed access; move items where reasonably requested; secure pets; provide utilities and amenities reasonably needed; disclose known hazards or defects; obtain required owner, body corporate or landlord permissions unless included; and follow product care and maintenance instructions.

8.2 Additional attendance costs caused by unavailable access or an unprepared site may be charged only where disclosed and reasonable. Warmer Kiwi Homes charges must comply with programme requirements and, where required, be an agreed additional service outside the programme.

9. Health and safety

9.1 We will comply with applicable health and safety law and may stop, postpone or modify work if conditions are unsafe.

9.2 We may require hazardous materials, unsafe electrical work, structural faults, leaks, contamination, vermin or other risks to be assessed or remedied before work continues.

9.3 Stopping for safety does not cancel your obligation to pay for goods and services properly supplied up to that point.

10. Delivery, installation dates and delays

10.1 Dates are estimates unless expressly agreed as fixed dates.

10.2 We will take reasonable steps to meet agreed dates but may reschedule for severe weather, supplier delay, illness, access issues, unsafe conditions, consent delays or circumstances beyond our reasonable control.

10.3 We will notify you of a material delay and arrange a revised date where practicable.

11. Risk and ownership

11.1 Risk in goods passes when delivered to the property or installed, whichever occurs first, except to the extent loss or damage is caused by our failure to take reasonable care.

11.2 Legal ownership remains with us until amounts owing for those goods are paid in full, to the extent legally enforceable after installation or incorporation.

12. Employees, contractors and subcontractors

12.1 We may use suitably qualified employees, contractors or subcontractors to complete all or part of the work.

12.2 We remain responsible for the work we contract to supply, subject to these terms and applicable law.

13. Existing defects and concealed conditions

13.1 We do not provide a structural, electrical, plumbing, weathertightness, asbestos or building survey unless expressly included.

13.2 We are not responsible for pre-existing defects, deterioration, hidden damage or non-compliant work that we did not cause.

13.3 If a concealed condition is discovered, we may stop affected work and provide options for variation, specialist assessment or remediation.

14. Warranties and faults

14.1 Manufacturer warranties apply according to manufacturer terms.

14.2 We provide the workmanship warranty stated in the quotation. If no period is stated, this does not limit any guarantee or remedy under the Consumer Guarantees Act 1993.

14.3 Tell us promptly about a fault and give us a reasonable opportunity to inspect and, where appropriate, remedy it.

14.4 Warranty coverage may not apply to misuse, failure to maintain, unauthorised alterations, pests, accidental damage, power quality issues, water ingress, natural events or pre-existing defects. This does not limit rights that cannot lawfully be excluded.

15. Consumer rights and business transactions

15.1 Nothing in these terms excludes, restricts or modifies rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other law where those rights cannot lawfully be excluded.

15.2 If goods or services are acquired in trade for business purposes, the parties agree the Consumer Guarantees Act 1993 does not apply only where contracting out is permitted, fair and reasonable, and agreed in writing.

16. Liability

16.1 We are responsible for reasonably foreseeable direct loss caused by our breach, negligence or failure to comply with a statutory guarantee.

16.2 To the extent permitted by law, we are not responsible for indirect or consequential business loss, loss of profit, opportunity or business interruption.

16.3 Any limitation does not apply where liability cannot lawfully be limited or excluded.

17. Cancellation

17.1 You may request cancellation at any time before completion.

17.2 If you cancel, you must pay reasonable costs already incurred, including completed work, non-returnable materials, supplier charges, custom manufacture, approved administration and committed costs. We will provide a reasonable breakdown.

17.3 A deposit is not automatically forfeited. We may retain only the amount reasonably required to cover amounts properly payable and refund any balance.

17.4 We may cancel or suspend if an undisputed amount remains overdue after notice, the site is unsafe, access is repeatedly unavailable, material information is inaccurate, or we cannot lawfully or reasonably complete the work.

17.5 Cancellation does not affect rights or obligations arising before cancellation.

18. Privacy, photographs and records

18.1 We collect, hold, use, store and disclose personal information in accordance with the Privacy Act 2020 and our Privacy Policy. A copy of our current Privacy Policy is available on our website and forms part of these Terms and Conditions.

18.2 Personal information may be collected and used for quotations, assessments, funding applications, subsidy administration, service delivery, installations, inspections, audits, quality assurance, customer support, invoicing, debt recovery, warranty services, legal compliance and other legitimate business purposes.

18.3 Where reasonably necessary to provide our services or meet programme requirements, we may disclose information to EECA, programme administrators, funders, auditors, suppliers, manufacturers, warranty providers, subcontractors, professional advisers, debt collection agencies, credit reporting agencies, regulators and government authorities.

18.4 We may collect and retain property information, measurements, assessment records, compliance information, site notes, thermal imaging, audit information, installation records and related documentation for quotation, installation, quality assurance, funding, warranty, audit, compliance and regulatory purposes.

18.5 We may take site, product and installation photographs before, during and after works are completed for assessment, health and safety, funding, audit, compliance, warranty, quality assurance and record-keeping purposes.

18.6 Photographs containing identifiable individuals will not be used for advertising, promotional material, website content, social media or other marketing purposes without separate written consent.

18.7 We take reasonable steps to protect personal information from loss, misuse, unauthorised access, disclosure, alteration or destruction through physical, electronic and administrative safeguards appropriate to the nature of the information held.

18.8 Our website may use cookies, analytics tools and similar technologies to improve website functionality, customer experience, service performance, security and marketing effectiveness. Further details are available in our Privacy Policy.

18.9 Personal information may be stored, processed or backed up using reputable third-party software platforms, cloud-based systems, hosting providers and service providers engaged by us to support business operations. Where information is stored outside New Zealand, we will take reasonable steps to ensure privacy protections consistent with New Zealand privacy laws.

18.10 We may retain customer records, correspondence, photographs, quotations, invoices, compliance documentation, service records, funding records and warranty information for as long as reasonably necessary to satisfy operational, legal, regulatory, audit, warranty and funding requirements.

18.11 Where accounts become overdue, information may be disclosed to debt collection agencies, credit reporting agencies, legal advisers and enforcement providers for the purpose of recovering outstanding amounts.

18.12 If a privacy breach occurs that is likely to cause serious harm, we will respond in accordance with the Privacy Act 2020, including notifying affected individuals and the Office of the Privacy Commissioner where required.

18.13 Customers may request access to, or correction of, personal information held by us, subject to the Privacy Act 2020. Requests may be made by contacting us using the details provided on our website.

18.14 We may amend our Privacy Policy from time to time. The latest version published on our website will apply from the date it is published.

19. Complaints and disputes

19.1 Raise concerns promptly so we can investigate and try to resolve them.

19.2 The parties will first attempt resolution through good-faith discussion.

19.3 If unresolved, either party may propose mediation or use the Disputes Tribunal or another forum available under New Zealand law.

19.4 Nothing prevents urgent court relief where appropriate.

20. Force majeure

20.1 Neither party is liable for delay or non-performance caused by events beyond reasonable control, except that this does not excuse payment for goods or services already properly supplied.

21. General

21.1 New Zealand law governs the contract.

21.2 If a term is unlawful or unenforceable, it will be modified or severed to the minimum extent necessary and the remaining terms continue.

21.3 Failure or delay in enforcing a right is not a waiver.

21.4 Updated website terms apply to future contracts only. The version in effect when your quotation is accepted applies unless a change is agreed in writing or required by law.

Product-specific terms

22. General insulation

22.1 This section applies to ceiling, underfloor and accessible wall insulation, pipe lagging, on-ground moisture barriers and related retrofit work.

22.2 Insulation may improve thermal performance and comfort but does not guarantee a particular temperature, electricity saving, humidity level or elimination of dampness, mould or condensation.

22.3 Work may be limited near electrical fittings, heat-producing appliances, flues, chimneys, downlights, damaged wiring, wet areas or locations where required clearances cannot be achieved.

22.4 Existing insulation may need to remain, be repositioned, repaired or removed. Removal is included only if stated.

22.5 Ground moisture barriers cannot be installed where access, standing water, sewage, sharp debris, unsafe conditions or unresolved plumbing, stormwater or flooding issues prevent safe and effective installation.

Potential unintended consequences of insulation

22.6 The installation of insulation changes how heat and moisture move through a home. Potential unintended consequences applicable to the property may include:

• floorboards shrinking because the indoor environment becomes warmer and drier;
• hot or cold water pipes freezing and/or bursting in the ceiling space because less heat reaches the ceiling space; or
• condensation forming on the underside of roofing or ceiling material or within walls, particularly in colder climates. This may occur where roofs are not lined with building paper or a membrane. Condensation can drip onto insulation and may damage the ceiling lining.

22.7 These examples do not remove our responsibility for work performed without reasonable care and skill or any rights under applicable law.

23. Blown-in wall insulation

23.1 This section applies to retrofit insulation injected or blown into existing wall cavities through access holes made in cladding, linings or another agreed location.

23.2 Blown-in wall insulation is subject to a separate wall suitability assessment. Not every wall, cladding, cavity or building is suitable.

23.3 Our assessment is visual and non-invasive unless stated otherwise. It may not identify concealed nogs, dwangs, fire stops, blocking, services, debris, previous insulation, framing irregularities, obstructions, leaks, decay, corrosion or hidden damage.

23.4 Tell us about known wiring, plumbing, gas, communications, security, drainage or other services in or near the walls.

23.5 We may decline, postpone or limit installation where there is concern about leaks, damp, mould, decay, asbestos, unsafe wiring, unsuitable cavities, brittle cladding, missing underlay, fire-rated or inter-tenancy systems, obstructions or unmet compliance requirements.

23.6 Access holes, approximate locations and internal or external work will be agreed before installation where practicable.

23.7 Unless included, the quotation excludes exact colour matching, full-wall repainting, re-wallpapering, replacement of aged cladding, extensive plastering, decorative restoration and pre-existing damage.

23.8 We will make good access holes to the standard described. Patches may remain visible and texture, ageing, fading, weathering or batch differences can prevent an exact match.

23.9 Working on old, brittle, weathered or damaged surfaces may reveal or cause cracking, chipping, delamination or breakage despite reasonable care. We will discuss reasonable options if this risk is identified.

23.10 Hidden framing and obstructions may affect product distribution. We use the approved system and reasonable quality assurance, but cannot guarantee identical density or fill in every inaccessible cavity part where concealed conditions prevent this.

23.11 Electrical fittings and services may require inspection, isolation, protection, relocation or remediation by a qualified person. Unless included, this is an approved additional cost.

23.12 Required consent, exemption, producer statement, owner approval or compliance documentation will be identified and allocated where reasonably known. Work will not proceed until required approvals are in place.

23.13 You must maintain cladding, coatings, sealants, flashings, roofing, plumbing and drainage. Blown-in insulation does not repair or replace the weathertightness system.

23.14 Wall insulation may change heat and moisture behaviour. Existing or future water entry, missing underlay, inadequate flashing, internal moisture, plumbing leaks and poor ventilation can contribute to dampness or condensation. It does not guarantee elimination of condensation, mould, dampness or heat loss.

23.15 This is a custom installation. Cancellation costs may include non-returnable product, consent costs, labour, travel, access preparation and making-good work already undertaken.

24. EECA Warmer Kiwi Homes insulation

The installation covered by this quote may be eligible to be partially funded by the Energy Efficiency and Conservation Authority (EECA) as shown. This will be subject to the availability of funding at the time that you accept this quote. If you accept this quote, we will confirm the amount of funding to be provided for the installation.
By accepting this quote, you:
– consent to the Service Provider carrying out the work listed above at the address also listed above.
– authorise the Service Provider to disclose their personal information to EECA, with regard to administering the Warmer Kiwi Home programme funding.
– will, if requested, allow access to the address set out above to allow EECA to inspect the installation of the heating appliance installed.
– will, if requested, provide such information as EECA reasonably requires to administer and monitor the programme.
– Acknowledges that you have read the disclaimer below.
-Disclaimer: The contract for the installation of insulation referred to above, is only between you and us. EECA provides no guarantee or warranty in respect of the installation of the insulation and is not liable to you or any other person for any loss or damages suffered as a consequence of the installation of the insulation referred to above.

– I warrant the quality of all work that I (including my subcontractors, if any) have completed.; and
– The contract for the installation of insulation referred to above is only between you and us. EECA is not a party to any invoice, and provides no guarantee or warranty in respect of the installation of the insulations, and is not liable to you or any other person for any loss or damages suffered as a consequence of the installation of the insulation.

On completion of the EECA Warmer Kiwi Homes Insulation work

– Awarua Synergy warrant the quality of all work that I (including my subcontractors, if any) have completed.; and
– The contract for the installation of insulation referred to above is only between you and us. EECA is not a party to any invoice, and provides no guarantee or warranty in respect of the installation of the insulations, and is not liable to you or any other person for any loss or damages suffered as a consequence of the installation of the insulation.

24.1 The quotation must separately identify approved programme work, programme funding, third-party funding, homeowner contribution and additional services not funded.

24.2 EECA or its representatives may inspect the installation and request information reasonably required to administer and monitor the programme.

24.3 Programme funding remains subject to availability, eligibility, property suitability, accepted products and programme approval.

25. Heat pumps

25.1 Published capacity, efficiency and operating figures are manufacturer information based on test conditions. Actual performance and running costs depend on outdoor temperature, insulation, room layout, air movement, occupancy, settings, maintenance and tariffs.

25.2 A standard installation includes only items stated in the quotation. Extra pipework, trunking, brackets, pumps, switchboard work, dedicated circuits, concrete cutting, scaffolding, difficult access, drainage or reinstatement is additional unless included.

25.3 You must clean filters and operate and maintain the unit according to manufacturer instructions.

25.4 We do not guarantee one heat pump will heat rooms outside the designed area or eliminate condensation, dampness or mould.

25A. EECA Warmer Kiwi Homes Heat Pump

The installation covered by this quote may be eligible to be partially funded by the Energy Efficiency and Conservation Authority (EECA) as shown. This will be subject to the availability of funding at the time that you accept this quote. If you accept this quote, we will confirm the amount of funding to be provided for the installation.
By accepting this quote, you:
– consent to Awarua Synergy (the Service Provider) carrying out the work listed above at the address also listed above.
– authorise the Service Provider to disclose your personal information to EECA, for the purposes of administering the Warmer Kiwi Home programme funding.
– will, if requested, allow access to the address set out above to allow EECA to inspect the installation of the heating appliance installed.
– will, if requested, provide such information as EECA reasonably requires to administer and monitor the programme; and
– acknowledge that you have read the disclaimer below.
• Disclaimer: The contract for the installation of the heating appliance referred to above is only between you and us. EECA provides no guarantee or warranty in respect of the installation of the heating appliance and is not liable to you or any other person for any loss or damages suffered as a consequence of the installation of the heating appliance referred to above.
Standard Installation
• The standard installation includes the installation of the outdoor and indoor units on opposite sides of an external wall, with a maximum pipe length of 5m and maximum trunking length of 3m.
• The parameters of a standard installation are as follows:

Copper pipe work shall be of New Zealand Industry Standard with wall thickness of no less than 0.8 mm.
– The installation of the outdoor unit includes the provision of suitably sized paver or other method suitable for flat ground. Installers are to ensure the outdoor unit cannot be damaged or its performance impaired by moisture, vegetation, or dirt. Consideration of flooding should be taken into account and the elevation sized accordingly.
– The indoor unit is to be secured to the wall in such a way as to support the weight and maintain the alignment of the unit over the period of its lifetime (to the manufacturer’s specification).
– It shall include all required penetrations through a timber wall or floor.
– Standard pricing includes wiring back to the board (up to 10m) and, all circuit breakers and isolation switches, conduit etc. to comply with Electricity (Safety) Regulations 2010 and AS/NZS3000:2018 and any other applicable regulations and standards.
Note: Where the EECA best practice guide, Electricity (Safety) Regulations 2010 and AS/NZS3000:2018 and any other applicable regulations and standards allow, wiring to a local circuit is acceptable.

On completion of the EECA Warmer Kiwi Homes Heat Pump work

– Awarua Synergy warrant the quality of all work that I (including my subcontractors, if any) have completed; and

– The contract for the installation of the heating appliance referred to above is only between you and us. EECA is not a party to any invoice, and provides no guarantee or warranty in respect of the installation of the heating appliance, and is not liable to you or any other person for any loss or damages suffered as a consequence of the installation of the heating appliance.

25B. Heat Pump Servicing and Maintenance

25B.1 This section applies when Awarua Synergy inspects, cleans, maintains, tests or services an existing heat pump or air-conditioning system.

25B.2 The service is limited to the service level and work described in the quotation, booking confirmation or service report.

25B.3 Depending on the selected service level, servicing may include inspection of indoor and outdoor units; cleaning accessible filters, covers, coils and components; inspection of accessible drainage and electrical connections; basic operating and temperature checks; visible wear or corrosion observations; and maintenance recommendations.

25B.4 A standard service is routine maintenance, not a comprehensive engineering inspection, invasive diagnostics or a guarantee that every existing or developing fault will be identified.

25B.5 Unless expressly included, a standard service excludes repairs, parts, refrigerant leak testing or handling, invasive fault-finding, electrical repairs, drainage alterations, building work, specialist mould remediation, pest treatment, scaffolding or specialist access, removal and reinstatement of building elements, decorating, relocation, replacement and work outside the stated scope.

25B.6 If additional work is recommended, we will explain it and provide a separate quotation or pricing basis. Approval is required before chargeable additional work, except urgent action reasonably required to make the site safe.

25B.7 You must provide safe, reasonable and unobstructed access to the indoor unit, outdoor unit, controller, electrical supply and other included equipment.

25B.8 Advise us in advance about elevated or restricted access, error codes, non-operation, leaks, burning smells, unusual noise, previous modifications, mould, pests, hazardous materials or corrosive environments.

25B.9 If safe access is unavailable, we may stop, postpone or limit the service. A reasonable attendance charge may apply if disclosed before the appointment.

25B.10 Heat pumps are mechanical and electrical systems subject to age, wear, corrosion, contamination and component failure.

25B.11 We are not responsible for faults existing before service, concealed faults not reasonably identifiable, ordinary wear, inadequate prior maintenance, misuse, accidental damage, pests, water ingress, corrosion, power quality, manufacturer defects, third-party work or later faults not caused by our lack of reasonable care and skill.

25B.12 If a unit is already faulty, intermittent, damaged or near end of life, servicing may not restore reliable operation.

25B.13 Cleaning or servicing may expose an existing weakness previously concealed by dirt, corrosion, deterioration or restricted operation. We will advise you if identified.

25B.14 Servicing may assist cleanliness, operation, airflow, efficiency and maintenance, but results depend on condition, age and system design.

25B.15 We do not guarantee servicing will restore original performance; provide a specific temperature, airflow or saving; eliminate odours, dust, mould, allergens, contamination, condensation or dampness; correct sizing or placement; prevent leaks or component failure; remedy building, supply or drainage defects; or prevent future breakdowns.

25B.16 Performance may be affected by weather, insulation, draughts, room size, layout, air movement, equipment size and location, occupancy, settings, filter and coil condition, refrigerant, electrical supply, age, use and maintenance.

25B.17 A standard service includes only cleaning described in the selected service package.

25B.18 Heavy mould, grease, nicotine residue, building dust, pest contamination or blocked components may require specialist or intensive cleaning at additional cost.

25B.19 Heat pump cleaning is not professional mould remediation or building treatment and does not guarantee mould, spores, odours or allergens will not return.

25B.20 Where contamination presents a health or safety risk, we may stop and recommend specialist assessment or remediation.

25B.21 Refrigerant work is undertaken only when included and by an appropriately qualified person.

25B.22 A standard service does not include adding refrigerant. Suspected refrigerant loss may require leak testing or repair before adding refrigerant.

25B.23 Electrical repairs and alterations are excluded unless stated. Unsafe or non-compliant conditions may require qualified electrical assessment and repair.

25B.24 We may inspect accessible drainage included in the service but do not guarantee concealed drains and pipework are free from blockages, deterioration, incorrect falls, leaks or installation defects.

25B.25 Clearing an accessible drain does not guarantee against future blockage, particularly with dust, biological growth, insects, movement or unsuitable design.

25B.26 Equipment near the coast, tidal waterways, geothermal activity, industrial emissions, fertiliser, chemicals or corrosive environments may deteriorate more quickly.

25B.27 Cleaning and servicing cannot reverse existing corrosion or guarantee corrosion will not continue.

25B.28 Additional maintenance or protective treatment may be recommended. Unless included, coating, corrosion treatment and replacement of corroded parts are additional.

25B.29 You are responsible for routine maintenance, including cleaning filters and following manufacturer instructions.

25B.30 Any service interval suggested by us is general guidance. Manufacturer requirements and warranty conditions take priority.

25B.31 High-use, rental, commercial, coastal, dusty or contaminated environments may require more frequent inspection and cleaning.

25B.32 Failure to operate and maintain equipment according to manufacturer instructions may affect performance, reliability and warranty coverage.

25B.33 A service report records observations made during the service and is not a comprehensive building, electrical, refrigeration or engineering report.

25B.34 Recommendations may include diagnostics, electrical or refrigeration work, drainage repairs, intensive cleaning, parts, corrosion treatment, relocation or replacement.

25B.35 A recommendation does not mean every fault has been identified or that recommended work will prevent all future failures.

25B.36 We will perform agreed servicing with reasonable care and skill.

25B.37 If you believe servicing is faulty, notify us promptly and give us a reasonable opportunity to inspect and remedy where appropriate.

25B.38 A service visit does not renew, extend or replace the manufacturer product warranty.

25B.39 Nothing in this section limits rights or remedies that cannot lawfully be excluded under the Consumer Guarantees Act 1993 or other New Zealand law.

26. Ventilation

26.1 Ventilation is designed to assist air movement and moisture management. It does not guarantee elimination of condensation, mould, dampness, allergens or odours.

26.2 Performance depends on building condition, source moisture, occupant behaviour, heating, insulation, door undercuts, window use, filter maintenance and climate.

26.3 Electrical, roof, ducting, soffit, ceiling or structural work outside the quote is additional.

27. Double-glazed windows

27.1 Windows, glass and joinery may be measured and manufactured specifically for the property. Reasonable manufacturing and installation tolerances apply.

27.2 Custom-manufactured products cannot normally be returned after manufacture starts unless defective or required by law.

27.3 Existing frames, walls, flashings, cladding and openings may conceal rot, corrosion, movement, asbestos, water damage or non-compliant work. Remediation is additional unless included.

27.4 Making good, painting, decorating, curtain or blind alterations and repairs outside the scope are excluded.

27.5 Double glazing may improve comfort and reduce heat transfer but does not guarantee a specific temperature, saving or elimination of condensation.

28. Hot-water heat pumps

28.1 Savings and operating cost estimates are indicative. Actual results depend on household size, water use, settings, climate, tariffs, pipe losses and existing system performance.

28.2 Plumbing, electrical, drainage, seismic restraint, structural support, switchboard upgrades, pipe replacement and compliance work outside the scope are additional.

28.3 Existing cylinders, valves, pipes, wiring and water quality may affect installation and performance. We are not responsible for pre-existing defects we did not cause.

28.4 You must follow manufacturer operating, maintenance and servicing requirements.

Contact

Awarua Synergy Limited

117 Eye Street, Invercargill

Phone: 03 214 2927

Email: synergy@awarua.org.nz

For questions about a quotation, funding, warranty, cancellation or these Terms and Conditions, contact us before accepting your quotation.