Customer Agreement

Customer agreement & installation terms

These terms apply to every door we manufacture, supply and install. Please read them before confirming your order — questions are always welcome.

1Payment, Booking & Title

1.1 Deposit: A non-refundable 50% deposit is required to confirm the order and commence manufacturing or procurement.
1.2 Final balance: The remaining balance must be paid in cleared funds at least 24 hours before the scheduled installation date, dispatch, or collection unless otherwise agreed in writing.
1.3 Booking cancellation for non-payment: If the final balance is not received in cleared funds 24 hours before installation, Melbourne Doors & More may cancel or postpone the booking and re-booking fees may apply.
1.4 Late payment: Overdue balances incur a penalty fee of $75.00 per week, plus any reasonable debt recovery costs, including legal fees.
1.5 Retention of title: All goods supplied or installed remain the property of Melbourne Doors & More until payment has been received in full.

2Pricing, Site Measurement & Variations

2.1: Pricing is subject to final site measurement and confirmation of site conditions unless the order is expressly supply-only.
2.2: Any variations, modifications, adjustments, re-manufacturing, additional labour, or return visits caused by incorrect information, site conditions, access issues, or customer-requested changes may incur additional charges.
2.3: Melbourne Doors & More reserves the right to apply touch-up paint to doors where reasonably required.

3Storage Fees

3.1: If goods are ready for installation, dispatch, or collection and the Customer is unable or unwilling to receive them within four (4) months from notification, storage fees apply.
3.2: Storage is charged at $20.00 per day, including weekends and public holidays, and must be paid in full before installation, dispatch, or collection.

4Installation, Access & Site Readiness

4.1: The Customer must ensure the garage and installation area are completely clear of obstructions and that safe, uninterrupted access is available.
4.2: The installation contractor requires up to six (6) hours of clear access to complete installation and commissioning. Delays caused by the Customer, other trades, construction activities, restricted access, or unsafe site conditions may incur additional charges.
4.3 Re-booking fee: A $450.00 fee applies if installation cannot proceed due to site obstructions, restricted access, unreadiness, customer cancellation, or a booking change within 48 hours of the appointment.
4.4 Waiting time: Waiting or delay time may be charged at $80.00 per hour per installer. Delays caused by construction activities beyond the six-hour access period may be charged at $65.00 per hour.
4.5: Return trips required to complete installation or commissioning may incur a minimum charge of four (4) hours at $80.00 per hour, plus travel time.
4.6 Opening conditions: The head of the opening and finished floor level must not exceed 10mm out of level across the door width. Left and right side reveals must be no more than 5mm out of plumb over the door height.
4.7 Trimming/fixing zones: Required trimming must be installed on concealed walls and ceilings where applicable. No services should be located within the fixing zone where they may be damaged during installation.
4.8 Electrical: The Customer is responsible for all electrical work. A general power outlet must be installed in the correct location for door operation and commissioning, and adequate temporary power must be provided if required.
4.9 Vehicle clearance: The Customer must verify that their vehicle will fit within the garage after installation of the door, tracks, and motor.

5Supply-Only Orders & Customer Measurements

5.1: For supply-only orders, the Customer is solely responsible for providing accurate opening size dimensions and all relevant specifications.
5.2: Melbourne Doors & More will manufacture or supply products according to the Customer-provided specifications and is not liable for incorrect measurements or information provided by the Customer.
5.3: Any modifications, adjustments, re-manufacturing, replacement parts, additional labour, or return freight caused by measurement or specification errors will incur additional charges.

6Existing Doors, Structure & Site Risks

6.1: Melbourne Doors & More is not liable for damage to property or associated components when removing an existing door, except to the extent caused by its negligence or required by law.
6.2: Melbourne Doors & More is not liable for gaps between the garage floor and the door, even where a taper is provided.
6.3: Melbourne Doors & More is not liable for cracking, collapsing, or deterioration of masonry, render, timber, or other surfaces during or after installation where caused by pre-existing conditions, age, movement, weakness, or unsuitable structure.
6.4: Melbourne Doors & More is not liable for weakening or collapse of the structure to which doors are affixed after installation where caused by pre-existing or unsuitable structural conditions.
6.5: If the Customer removes an existing garage door or security measure before Melbourne Doors & More attends, Melbourne Doors & More is not liable for security risks caused by unavoidable circumstances preventing attendance.

7Frame-Only Sectional Doors & Weight Limits

7.1: The Customer is responsible for ensuring the maximum allowable weight for frame-only sectional doors is not exceeded.
7.2: Melbourne Doors & More is not liable for loss, damage, component failure, injury, or death caused by exceeding the maximum allowable weight specification for a door frame.

8Warranties, Servicing & Claims

8.1 Claims: Any fault, damage, concern, dispute, or dissatisfaction must be reported in writing by email to melbournedoors@gmail.com within 24 hours of installation, dispatch, or pick up for supply-only orders. Claims made after this period or through other channels may be deemed void, subject to applicable consumer law.
8.2 Warranty maintenance: To maintain the 12-month warranty, the Customer must arrange servicing by an authorised technician at their own expense at the recommended intervals below.
8.3 Recommended servicing schedule: Low to moderate use (1–4 cycles per day): every 12 months. Moderate use (5–15 cycles per day): every 6 months. High use (over 15 cycles per day): every 3–4 months.
8.4: The Customer should consult Melbourne Doors & More for spring life-cycle information and replacement recommendations.
8.5: Melbourne Doors & More is not liable for defects arising from failure to perform recommended preventive maintenance or adjustments, or from continued operation after the door has been identified as defective.

9Colour, Finish, Cleaning & Environmental Conditions

9.1: The Customer acknowledges actual door colour may vary slightly from paint charts or samples, and an exact match to an existing door cannot be guaranteed.
9.2 Cleaning: Use only a mild cleaning agent, such as diluted dishwashing liquid, with warm water and a soft linen cloth or sponge. Abrasive or solvent-based cleaners must not be used.
9.3 Cleaning steps: Lightly dampen the door with a fine water spray to remove dust, wash with mild cleaning agent and a soft cloth or sponge, then rinse soap off with water.
9.4: Melbourne Doors & More is not liable for damage or deterioration caused by inappropriate cleaning materials, including acid washes, industrial fallout, high salt environments, or doors installed within 800 metres of the sea or any body of water with equivalent or greater salt concentration.

10Permits, Tests, Reports & Certificates

10.1: Melbourne Doors & More is not responsible for obtaining any required permits, tests, reports, certificates, approvals, or compliance documents unless expressly agreed in writing.

11Default, Repossession & Debt Recovery

11.1: If payment is not made by the due date, Melbourne Doors & More may suspend works, cancel installation or delivery, refuse future supply, recover unpaid goods, and commence debt recovery action.
11.2: All goods remain the property of Melbourne Doors & More until paid in full. The Customer authorises Melbourne Doors & More, to the extent permitted by law, to enter the premises to inspect, recover, or repossess unpaid goods.
11.3: The Customer acknowledges this agreement creates a security interest under the Personal Property Securities Act 2009 (Cth) (“PPSA”) and consents to Melbourne Doors & More registering its interest on the PPSR.
11.4: The Customer is liable for all reasonable costs incurred in recovering overdue amounts, including legal fees, debt collection costs, repossession costs, storage fees, PPSR costs, and interest.
11.5: Overdue amounts may incur interest at 10% per annum calculated daily until paid in full.
11.6: To the extent permitted by law, the Customer consents to Melbourne Doors & More disclosing payment default information to debt collection agencies, mercantile agents, credit providers, and credit reporting bodies for debt recovery and credit assessment purposes.
11.7: Nothing in this agreement excludes, restricts, or modifies any rights the Customer may have under the Australian Consumer Law.

12Conduct & Safety

12.1: Melbourne Doors & More has zero tolerance for abusive, aggressive, threatening, or unsafe behaviour towards staff, contractors, or installers.
12.2: If such behaviour occurs, Melbourne Doors & More may immediately cease work, leave site, cancel or postpone attendance, and the Customer remains liable for amounts properly due under the agreement.

13Legal Enforcement

13.1: This agreement is governed by the laws of Victoria, Australia.
13.2: The Customer is liable for all reasonable costs incurred in recovering unpaid amounts, storage fees, re-booking fees, or other amounts owed, including debt collection and legal costs.

Questions about these terms? Call 0412 426 119 or email info@melbournedoors.com.au.