Terms of Service

Who we are

Surface Fix is a Victoria-based surface repair business. We operate across the Victorian metropolitan area and named regional cities. Contact: hello@surfacefix.com.au, 0468 168 808.

Services we provide

Bath repair and resurfacing (cast-iron, enamel, acrylic, porcelain, fibreglass).

Stone benchtop repair (Caesarstone, granite, marble, quartz composite, porcelain bench).

Tile crack and chip repair (ceramic, porcelain, stone, mosaic, encaustic).

Timber floor scratch and gouge repair (solid, engineered, bamboo, pre-finished).

We do not perform plumbing, waterproofing, or full bathroom renovations. If we identify that your job needs one of those trades, we will tell you and recommend a referral.

How quotes work

You submit a photo-based quote request through our website. We are open 24/7 and respond with a written quote within 24 hours, whatever time or day you send it.

A quote is an estimate based on the photos you send. If the on-site condition materially differs from what the photos show, we will discuss the variance with you before starting work and agree any change in writing.

Quotes are valid for 14 days from the date of issue unless otherwise stated.

Acceptance and booking

You accept a quote by signing in to your customer portal, reviewing the Service Agreement for your job, and signing it. That signed Service Agreement, which we email to you as a PDF, is the binding contract for that specific job and incorporates the guarantee terms and the scope of work. These Terms of Service remain the general terms that cover your use of our site and services.

We will confirm the appointment date and time in writing. Please confirm that an adult will be present at the property for the duration of the visit.

Pricing and payment

All prices are in Australian dollars and include GST.

For residential work, payment is due on completion of the job, by card or bank transfer. We do not require a deposit for jobs under $1,000.

For trade accounts and jobs over $1,000, we may require a 30% deposit on booking and 14-day payment terms on the balance.

We accept Visa, Mastercard, and direct bank transfer. Card payments are processed through Stripe.

Overdue invoices may attract an administrative fee. We will always contact you about an outstanding invoice before applying any fee.

Guarantees

In addition to the consumer guarantees under the Australian Consumer Law (ACL), which cannot be excluded, we offer the following workmanship guarantees on completed repairs.

Bath repair and resurfacing: 7 years on workmanship (coating adhesion, finish quality, colour stability).

Stone benchtop repair: 2 years on workmanship (filler adhesion, colour match, no visible reopening of the repaired chip or crack).

Tile repair: 2 years on workmanship (filler adhesion, colour match, no reopening).

Timber floor repair: 2 years on workmanship (colour match, finish adhesion, no reopening).

30-day satisfaction window: if within 30 days of completion you are not satisfied with the visual outcome of the repair, contact us and we will re-do the work at no charge. This is in addition to the workmanship guarantee above.

Guarantees cover workmanship, not the underlying surface failing for reasons outside the repaired area. Examples not covered: hot objects placed directly on a stone repair, use of incompatible cleaners (bleach on bath enamel, abrasives on stone), or sub-surface movement from building settlement.

Your rights under the Australian Consumer Law

Our services come with consumer guarantees that cannot be excluded. If we fail to meet a consumer guarantee, you are entitled to a remedy (re-supply of the service, or in some cases compensation). Where the failure is major (you would not have engaged us if you had known about it), you are entitled to cancel the contract and obtain a refund.

Nothing in these terms limits or excludes your rights under the ACL.

Your responsibilities

Provide accurate access details and ensure the work area is accessible on the booked day.

Clear personal items from the immediate work area before the technician arrives.

Disclose any known issues with the surface (recent repairs, unusual exposure, sub-surface concerns) in the photo notes or at the time of booking.

Pay the agreed amount on completion unless we have agreed alternate terms in writing.

Our responsibilities

Arrive at the agreed time, or contact you in advance if a delay is unavoidable.

Protect the surrounding area (drop sheets, masking, ventilation) and clean up after the job.

Use materials suitable for the surface and intended longevity.

Carry public liability insurance covering the work performed.

Cancellation

You can cancel a booking up to 24 hours before the appointment without charge. Cancellations within 24 hours may attract a call-out fee equal to 50% of the booked job value, capped at $200.

We will not charge a cancellation fee if we cancel or reschedule. We will offer the next available slot and confirm in writing.

Limitation of liability

To the extent permitted by law, our total liability for any claim arising from a repair is limited to the price paid for that repair, or re-supply of the service, at our option.

We are not liable for indirect, consequential, or incidental losses (lost rent, scheduling impact, sentimental value) except where required by the ACL.

Nothing in these terms limits liability for death or personal injury caused by our negligence, or any other liability that cannot be excluded by law.

Photos and content

You retain ownership of the photos you upload. By submitting a quote, you grant us a licence to use those photos for the purpose of preparing a quote, planning the repair, and (if applicable) documenting the completed work for guarantee records.

We will not use your photos for marketing, social media, or our website without your separate, explicit consent.

Governing law

These terms are governed by the laws of Victoria, Australia. Any dispute will be heard by a court in Victoria.

Dispute resolution

If you have a complaint, contact hello@surfacefix.com.au with the subject line "Complaint". We will acknowledge within 2 business days and propose a resolution within 14 days.

If we cannot agree on a resolution, you may contact Consumer Affairs Victoria (consumer.vic.gov.au or 1300 558 181) or pursue your rights through VCAT (Victorian Civil and Administrative Tribunal).

Changes to these terms

We may update these terms from time to time. The version that applies to your repair is the version on this page at the date you accepted your quote. Material changes will be notified by email to active customers.