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Can I cancel my subscription, and what is the refund policy?Subscribers can cancel their OneCrew Home Assist subscription with 30 days' notice. Refunds for subscription fees will be considered under reasonable circumstances, subject to review by OneCrew Home Assist.
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Are OneCrew fully licensed and insured?Yes, OneCrew Home Assist are fully licensed and insured Electrical License - 90446 QBCC Plumbing - 15338743 ARCTIC - L124899
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What is an emergency callout?An emergency is a sudden event or breakdown in home plumbing or electrical systems, necessitating immediate attention. These events or breakdowns place either the occupants of the home or the property itself at risk of harm.
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Can I transfer my OneCrew Home Assist subscription to another property?Transfer of subscriptions to another property requires prior approval from OneCrew Home Assist.
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What if I need Plumbing or Electrical work not covered by my membership?If you require any works not covered by OneCrew Home Assist we can still help with our sister company OneCrew Trade Services 1300 663 273 info@onecrew.com.au www.onecrew.com.au
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How does the pricing work for standard and emergency callouts?The "Home Assist" Package offers $129 for standard callouts and $0 for emergency callouts. The "Home Assist Plus" Package provides $79 for standard callouts and $0 for emergency callouts. Both packages include free labour during callouts, with additional charges for parts used
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What happens if I need assistance during severe weather events or natural disasters?Emergency electrical and plumbing callouts due to severe weather events or natural disasters, typically covered by standard insurance policies, are not covered by OneCrew Home Assist. The packages are designed for non-insurable events or circumstances.
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What does OneCrew Home Assist cover?OneCrew Home Assist covers a range of plumbing and electrical emergencies, including issues like internal water leaks, blocked toilets or drains, broken taps, burst pipes, power failures, gas leaks, electric shocks.
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How does the 12-hour emergency callout response guarantee work?OneCrew Home Assist guarantees a response within 12 hours for emergency callouts. If this timeframe is not met, the subscriber is eligible for a refund.
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What are the exclusions from standard callout coverage?Exclusions are air-conditioning unit replacements, electric hot water system replacements, solar hot water system replacements and PV solar generation system replacements. These items are not covered under a OneCrew Home Assist "standard callout"
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What is a standard callout?A standard callout is to perform a like for like replacement of any plumbing or electrical fitting, fixture or appliance in a home. Standard callouts are performed only on standard business days during standard business hours Standard callouts cover the replacement of up to 2 items for the cost of the standard callout. each additional item is charged at $25 per item to a maximum of 10 items *Replacements of the following are excluded under a standard callout Electric/Solar Hot Water Systems Split System/Ducted Air-Conditioning Systems Solar Generation PV Systems
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How does the Fair Use Policy affect subscribers?The Fair Use Policy ensures reasonable and appropriate use of the subscription service, preventing misuse or excessive service calls. OneCrew Home Assist reserves the right to review and amend this policy.
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Are there any limitations on the number of standard callouts?No, Subscribers have access to an unlimited number of standard callouts. Standard callouts are only performed on standard business days, during standard business hours.
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Are compliance checks and certificates included in the Home Assist plus package?Yes, The Home Assist Plus package includes various compliance checks such as smoke alarms, blind cord, safety switch, switchboard, hot water system health, water meter reading, and a general home electrical and plumbing health check. All reports and certificates are provided free of charge if and when required.
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Are there any limitations on a standard callout?Standard callouts cover the replacement of up to 2 electrical or plumbing fittings, fixtures or appliances with additional items incurring a $25 fee per item, up to a maximum of 10 items.
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