Customer Terms and Conditions

 

Customer Information, Terms and Conditions 

First things first, thank you for choosing Sustainability Trust for your home warmth and energy efficiency solutions. 

Our Home Energy Assessors are industry trained and employed by Sustainability Trust. Many hold the Home Performance Advisor certification and all undertake regular health and safety training. Our Insulation Installers are Site Safe and industry trained to install to NZ Residential Insulation standards (NZS 4246:2016). Our Electricians are registered, qualified and follow all wiring rules (ANS 300), unit standards and regulations under the Electricity Act 1992.

We include a free three-year installation guarantee with all insulation install jobs.

All contractors we work with are long-standing partners that are industry trained and experienced. 

Sustainability Trust is an accredited supplier of products from market-leading brands. The products we recommend have been carefully tried and tested to ensure good value, high performance and have high energy-efficiency ratings. Many products come with additional manufacturer guarantees. 

Help to reduce costs 

To help make warm, dry energy-efficient homes accessible for all, Sustainability Trust helps reduce costs with special offers and subsidies across eco-friendly home energy products and services. Terms and conditions apply, so please contact us for more details, for paperwork or with any questions. 

Terms and conditions for supply and install services

Classifications

Unless otherwise specified, these terms apply to all customers. All customers have consumer statutory rights that are not affected by these terms. Contact Consumer Protection for more information.

1. Healthy Homes Standards Assessment fees +

  • 1.1 Assessment fees will be invoiced weekly following the assessment date. (See section 2 - Payment terms and section 4 – Payment options for invoice payment details).

2. Price +

  • 2.1 All prices include GST.
  • 2.2 Quotes are valid for 21 days (unless otherwise stated). Contact us to arrange a requote if outside of this period.
  • 2.3 PROPERTY MANAGERS ONLY: Quotes are valid for three months.
  • 2.4 INSULATION INSTALLATION ORDERS ONLY: The final price may change due to measurement adjustment or rubbish removal. We will contact you to discuss any changes of 15% or more before starting the job. Any changes to installation that fall below our minimum installation charge for insulation of $500+GST will be changed at our minimum installation charge.
  • 2.5 Any quotation given by the sustainability Trust is merely an invitation for provision of goods or services to the client’s specification and shall not give rise to any contract between the parties. Sustainability Trust reserves the right to vary or withdraw a quotation at any time prior to the work being undertaken and this must be made in writing.

3. Payment terms +

  • 3.1 To accept a quote, pay 50% of the quoted total via one of the below payment options within the 21 day period, using the quote number as a reference.
  • 3.2 When the job is completed, we will send you an invoice with remaining 50% of the cost due. The invoice must be paid via one of the below payment options within seven days, using the invoice number as a reference.
  • 3.3 If the client defaults on payment of any invoice and is referred to our debt collection agency disbursements incurred by Sustainability Trust in pursuing the collection by our debt collection agency (Credit Consultants)
  • 3.4 HOMEOWNERS ONLY: If you are accessing financial support (e.g. a subsidy) you must also complete an EECA online declaration form before your order can be confirmed.
  • 3.5 PROPERTY MANAGERS ONLY: Invoices must be paid by the 20th of the following month.
  • 3.6 IF YOU HAVE AN APPROVED CREDIT ACCOUNT: Please refer to those individual terms and conditions.

4. Payment options +

We accept bank transfers and credit card payments. Unfortunately, we cannot accept credit cards for Warmer Kiwi Homes work. Please reference the quote or invoice number on any payment. Our accounts department will send you confirmation once your payment is received. Please note any credit card payments will incur a 2.5% payment fee. For accounts enquiries email: joanne.bulmer@sustaintrust.org.nz or call 04 385 0500, ext 702.

Bank account details:

  • Sustainability Trust Bank details: BNZ - 02-0506-0288443-000 Registered address: 2 Forresters Lane, Te Aro, Wellington, 6011
  • Credit card payments - Call us on 04 385 0500, opt 1

5. Appointments for installations +

  • 5.1 We will contact you to book an installment date once we have received 50 per cent payment of your quote.
  • 5.2 APPOINTMENTS FOR ASSESSMENTS - We strongly recommend that the owner/occupier is present for appointments.
  • 5.3 If the owner/occupier cannot be present then a key exchange must be arranged a minimum of 24 hours in advance of the appointment.

5.4 Landlords and property managers only

  • 5.4.1 - For rental properties it is the landlord’s and/or property manager’s responsibility to arrange access to the property, to forewarn tenants and to give tenant contact details to Sustainability Trust.
  • 5.4.2 - Sustainability Trust will contact tennants or advise property managers a minimum of 48 hours in advance. The tenant will receive appointment details via text one week and 24 hours before the appointment.
  • 5.4.3 - If the tenant rejects the appointment, we will attempt to rebook a maximum of three times. If we can’t make contact, the job will be returned to the landlord / property manager.

6 Insulation orders:

  • 6.1 - Access to the underfloor and ceiling spaces must be unobstructed and prepared before the appointment start time. This includes making sure that manholes and attic entrances are clear of rubbish or furniture, and there are no underfloor plumbing leaks.
  • 6.2 - If access if not readily or safely available we may charge a fee for works to make safe access, or the appointment may be cancelled and rebooked at a later date when safe access has been created. Rebooking appointments may result in additional charges.

7. Health and safety +

  • 7.1 Our staff will not work in an environment we deem to be unsafe. It is the property occupier’s responsibility to ensure that if there is a dog on the premises Sustainability Trust are notified in advance and appropriate measures are taken to confine the dog to an area that Trust staff will not be working.
  • 7.2 Staff are not permitted to remove their shoes anywhere on the job. Shoe covers can be worn if requested in advance. (Note - For installation jobs a drop cloth is used to minimize the chances of dust or dirt on flooring.)
  • 7.3 INSULATION INSTALLS – Property power supplies must be disconnected for the duration of any insulation install. Sustainability Trust staff will temporarily install a lock out device to the mains power board before installs and remove upon completion.

8. Cancellation and returns +

  • 8.1 If you cancel the order after payment of the deposit (for any reason) you may be required to reimburse us for any costs incurred in ordering, storing or disposing of stock specifically ordered for your job.
  • 8.2 We may suspend or cancel the order by written notice if you fail to pay us any money when due (under the order or otherwise), you become insolvent or fail to honour the obligations under these terms.
  • 8.3 Goods may only be returned by prior arrangement with management staff.

9. Complaints process +

  • Please let us know if you are unhappy about any aspects of your dealings with the Trust, our products or services. You may phone, email resolve@sustaintrust.org.nz, write or log a web enquiry and we will respond within one working day.

10. Warranties +

  • 10.1 All warranties are supplied in addition to your statutory rights as a consumer.
  • 10.2 We warrant the goods comply with their description on our order confirmation and are free from material defect at the time of delivery.
  • 10.3 Selected products have additional manufacturer warranties available separately – please ask for details.
  • 10.4 All insulation installation is to NZS4246:2016 standards and comes with a three-year workmanship guarantee.
  • 10.5 If you believe that the goods or service we have supplied are defective in material or workmanship you must provide us with full details as soon as possible and allow us to investigate (we may need access to your premises).
  • 10.6 If the goods are found to be defective in material or workmanship, we will replace the goods.

11. Electrical install workmanship guarantee +

  • The claim period is up to 12 months after either the date the contract work was completed or the date given on the Certificate of Compliance (CoC), whichever is the later.

Thank you for choosing Sustainability Trust.

If you have any questions at all please get in touch: Call: 04 385 0500 option 1 / 0508 78 78 24 (free) - Email: customerservice@sustaintrust.org.nz Visit - 2 Forresters Lane (off Tory street), Te Aro, Wellington - www.sustaintrust.org.nz

 
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