Product Disclosure Statement and Terms & Conditions

 

Introduction:

 

Welcome to OneCrew Home Assist, a service provided by 8One9 Pty Ltd (ABN 55 664 038 402). This Product Disclosure Statement (PDS) and Terms & Conditions document outlines the key information about our home emergency assistance services. By subscribing to OneCrew Home Assist, you agree to the terms and conditions outlined below.

 

1. OneCrew Home Assist:

 

OneCrew Home Assist is designed to provide prompt and reliable response assistance in the case of home emergencies related to plumbing and electrical systems within specific service areas, including Brisbane, Gold Coast, Moreton Bay, Logan, Redlands, Ipswich, and Scenic Rim Council areas. Please note that bay islands are excluded from our service coverage.

 

2. Membership Packages:

 

2.1 OneCrew Home Assist Package

 

- $129 Unlimited Standards Callouts

- Free Labour During Standard Callouts

- Free Emergency Callouts for Any Electrical or Plumbing Home Emergency 24/7.

- Free Labour During Emergency Callouts

- 12 Hour Emergency callout response guarantee.

- Access to OneCrew Member Crazy Deals

 

2.2 OneCrew Home Assist Plus Package

 

- Unlimited $79 Standard Callouts

- Free Labour During Standard Callouts

- Unlimited Free Emergency Callouts 24/7

- Free Labour During Emergency Callouts

- 12 Hour Emergency callout response guarantee

- Access to OneCrew Member Crazy Deals

- Free Annual Smoke Alarm Compliance

- Free Annual Blind Cord Compliance

- Free Annual Hot Water System Health Check

- Free Annual Water Meter Reading

- Free Annual Safety Switch Compliance Test

- Free Annual Switch Board Compliance Check

- Free Home Electrical & Plumbing Health Report

- Free Water Compliance Certificate (As Required)

- Free Water Leak Testing (If Required)

 

3. Agreement:

 

By subscribing to OneCrew Home Assist, you enter into an agreement with 8One9 Pty Ltd, as outlined in these terms and conditions.

 

4. Glossary and Terms:

 

4.1. Subscriber: The individual or entity entering into a subscription agreement for home emergency assistance services.

 

4.2. OHA Subscription Fee: The recurring fee paid by the Subscriber for active OneCrew Home Assist subscription.

 

4.3. Qualifying Period: The initial period after subscribing, during which certain cancellation fees may apply.

 

4.4. OHA Service Providers: Authorized contractors engaged by OneCrew Home Assist for emergency repair services.

 

4.5. Home Emergency: Sudden events or breakdowns in plumbing and electrical systems, necessitating immediate attention.

 

4.6. Make Safe Procedures: Temporary measures taken by OHA Service Providers during the initial service call to prevent further damage.

 

4.7. Permanent Repairs: Full and lasting solutions provided by OHA Service Providers to address underlying issues causing home emergencies.

 

4.8. Service Call Out: The response and visit by OHA Service Providers to the Subscriber's property following a reported home emergency.

 

4.9. Fair Use Policy: Guidelines to ensure reasonable and appropriate use of the subscription service.

 

4.10. Privacy Policy: OneCrew Home Assist's policy outlining the handling, use, and protection of personal information.

 

4.11. Qualifying Repairs: Repairs within the standard scope of plumbing and electrical emergencies covered by OneCrew Home Assist.

 

4.12. Standard Call Out: A non-emergency callout for standard works during standard business hours on standard business days.

 

5. OHA Services and Definitions:

 

OHA: The product or service described in these Terms and Conditions.

OHA Service or Services: The range of services associated with home emergencies and urgent works.

OHA Service Provider: Employee, agent, or contractor engaged by OneCrew Home Assist to provide services.

 

6. What is OneCrew Home Assist (OHA):

 

OHA delivers prompt response assistance to OHA Users in the case of a Home Emergency. It is not a replacement for home insurance, a general maintenance service, or an emergency rescue or disaster response service.

 

7. Individual Packages Terms and Conditions:

 

7.1. Emergency Home Assist Package Terms and Conditions:

 

7.1.1. Package Details:

 

- $0 Callout Fee for emergency callouts related to electrical or plumbing home emergencies.

- $0 Labour for emergency callouts, including up to one hour of labor for repair, rectification, or making safe works.

- $129 Standard Callout Fee covering the replacement of up to 2 electrical or plumbing home fixtures, fittings, or appliances.

- Coverage includes like-for-like removal and replacement of eligible fixtures.

 

7.1.2. Callout Specifics:

 

- A $129 callout fee applies to any electrical or plumbing fixture, fitting, or appliance replacement per individual trade booking.

- Each callout covers the replacement of 2 electrical or plumbing items; additional items are $25 each, up to a maximum of 10.

- Each callout applies to a single trade only; if both are required, it is 2 x the nominated callout fee.

 

7.1.3. Eligibility and Exclusions:

 

- Exclusions: Air-conditioning Units, Electric Hot Water Systems, Solar Hot Water Systems, and PV Solar Generation Systems.

- Members are responsible for the cost of parts used during the standard callout and the nominated callout fee.

- Standard Callouts are scheduled during standard business hours on standard business days.

 

7.2. Home Assist Replacement Plus Package Terms and Conditions:

 

7.2.1. Package Details:

 

- $0 Callout Fee for emergency callouts related to electrical or plumbing home emergencies.

- $0 Labour for emergency callouts, including up to one hour of labor for repair, rectification, or making safe works.

- $79 Standard Callout Fee covering the replacement of up to 2 electrical or plumbing home fixtures, fittings, or appliances.

- Coverage includes like-for-like removal and replacement of eligible fixtures.

- Smoke alarm compliance checks, blind cord compliance checks, water meter readings, safety switch tests, switchboard compliance checks, hot water system health checks, home electrical and plumbing health checks will be completed once annually.

- Water compliance certificates and water leak testing provided as required.

 

7.2.2. Callout Specifics:

 

- A $79 callout fee applies to any electrical or plumbing fixture, fitting, or appliance replacement per individual trade booking.

- Each callout covers the replacement of 2 electrical or plumbing items; additional items are $25 each, up to a maximum of 10.

- Each callout applies to a single trade only; if both are required, it is 2 x the nominated callout fee.

 

7.2.3. Eligibility and Exclusions:

 

- Exclusions: Air-conditioning Units, Electric Hot Water Systems, Solar Hot Water Systems, and PV Solar Generation Systems.

- Members are responsible for the cost of parts used during the standard callout and the nominated callout fee.

- Standard Callouts are scheduled during standard business hours on standard business days.

 

8. Pre-Authorization Agreement:

 

All OneCrew Home Assist members agree to a pre-authorization of $250. This amount will cover any callouts undertaken and/or parts used at any time during the covered period.

 

9. Becoming an OHA User:

 

- Subject to adherence to these Terms and Conditions and payment of relevant OHA fees, OHA Services can be availed for Home Emergencies.

- OHA Subscribers: Individuals who have paid the Subscription Fee for an OHA Subscription.

 

10. OHA Subscription:

 

- By subscribing to OHA, OHA Subscribers grant OneCrew Home Assist (OHA) the authority to accept service calls from Permitted Persons.

- Qualifying Period: Individuals requiring assistance after serving a 72-hour waiting period of becoming an OHA Subscriber.

 

11. What Constitutes a Home Emergency Under OneCrew Home Assist (OHA)?

 

- OHA is designed to address home emergencies necessitating plumbing or electrical services.

- The core OHA Services typically include addressing the following types of incidents (refer to Section 10 for detailed definitions).

 

12. What Constitutes a Replacement Under OneCrew Home Assist (OHA):

 

- Plumbing Replacement: Replacement of any fixture, fitting, or appliance associated with the water or drainage system within the covered property.

- Electrical Replacement: Encompasses the replacement of any fixture, fitting, or appliance linked to the electrical system within the covered property.

 

13. Availability and Requirements of OneCrew Home Assist (OHA) Service:

 

- OHA Services are accessible 24 hours a day, 365 days a year within specified service areas.

- Response Times: While OHA aims for prompt services, response times may vary based on location and demand.

 

14. Service Call Outs:

 

- OHA aims to respond promptly to service calls. The Subscriber agrees to provide accurate information regarding the home emergency and grant access to the property for OHA Service Providers.

- Make Safe Procedures: OHA will undertake necessary Make Safe Procedures during the initial service call to prevent further damage. Permanent repairs will be scheduled as appropriate.

- Repair and Make Safe Materials: OHA Service Providers will utilize materials available during the service call for Make Safe Procedures.

 

15. Exclusions and Limitations of OneCrew Home Assist (OHA) Service:

 

- General Exclusions: OHA does not cover issues resulting from negligence, misuse, pre-existing conditions, or damage caused by third parties. Services beyond the standard scope may incur additional charges.

- Parts and Materials: The costs of parts, materials, and permanent repairs beyond the initial service call are not covered under the OHA Subscription Fee.

- Repair Limitations: OHA aims to restore normal functionality during the initial service call. However, permanent repairs may require further scheduled visits, subject to additional charges.

- Emergency electrical and/or plumbing callouts due to severe weather events and/or natural disasters that would normally be covered by a typical insurance policy are not covered by OneCrew Home Assist.

 

16. Exclusions and Limitations of OneCrew Home Assist (OHA) Service Areas:

 

- Removal of Debris: OHA Service Providers will not be responsible for the removal of debris generated during repairs.

- Property Boundaries: OHA is responsible for repairs within the subscriber's property boundaries. Issues beyond these boundaries are not covered.

- Location and Accessibility: It is the Subscriber's responsibility to ensure that OHA Service Providers have safe and unobstructed access to the location of the home emergency.

- Response Times: While OHA aims for prompt responses, factors such as location, demand, or external circumstances may affect response times.

 

17. General Conditions and Limitation of Liability:

 

- General Conditions: OHA strives to provide high-quality services but does not guarantee complete resolution of every issue during the initial service call. The effectiveness of repairs may depend on various factors.

- Limitation of Liability: OHA, its employees, agents, or contractors, will not be liable for any consequential or indirect damages arising from service provision. The liability of OHA is limited to the OHA Subscription Fee paid by the Subscriber.

- Acceptance of Liability: By subscribing to OHA, the Subscriber accepts that OHA's liability is limited as outlined in these terms and conditions.

 

18. Transfer, Cancellation, and Refunds:

 

- Transfer: OHA Subscribers may not transfer their OHA Subscription to another property without prior approval from OneCrew Home Assist.

- Cancellation: Subscribers may cancel their OHA Subscription with 30 days' notice. Cancellations within the Qualifying Period are subject to applicable fees.

- Refunds: Refunds for OHA Subscription Fees will be considered under reasonable circumstances, subject to review by OneCrew Home Assist.

- Fair Use Policy: OHA reserves the right to review and amend the Fair Use Policy. Excessive service calls or misuse of OHA services may result in cancellation without refund.

- Consent to Photograph or Film Services: Subscribers grant OHA the right to photograph or film the services provided for quality control, documentation, or promotional purposes.

- Privacy: OHA adheres to privacy regulations and will handle personal information as outlined in its privacy policy.

 

Conclusion:

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By subscribing to OneCrew Home Assist, you acknowledge that you have read, understood, and agree to abide by the terms and conditions outlined in this document. OneCrew Home Assist reserves the right to update these terms and conditions, and any changes will be communicated to Subscribers. For further details, please refer to our website or contact our customer support.