Terms and conditions

1. Quoted prices for multihead of VRF 3 head systems include 35 meters of copper and 50 meters of wiring. Where additional copper or wiring is required, a fee of $50 inc GST is charged per additional meter required. Final quoted pricing will take place before the installation starts.
- 3 head systems have 35 meters of copper included in the scope of work
- 4 head systems have 45 meters of copper included in the scope of work
- 5 head systems have 55 meters f copper included in the scope of work

2. Unless otherwise specified, standard quotes do not include wall mounting brackets, poly or concrete slab, electrical conduit, switchboard upgrades, solid wall/double brick hole penetration, removal and replacement of tin roofing, roof space cable runs, internal wall installation works, condensate pump, scaffolding, PVC elbows/caps.  

3. The quotation price is calculated based on the most current rebate regulations with the information I provided and does not reflect the final installation cost should any regulation changes occur, or actual site condition differs from the information I provided.

4. In the event of any change in pricing notification will be made prior to work taking place in which case the customer can consider if the installation will proceed or not. Communication to proceed will be requested in writing or over a recorded phone line.

5. Additional charges may apply to installations involving more materials and services taken place onsite that were not stated on the quotation. This includes any changes of mind, extra copper piping, wiring, switchboard work, or extra labour required to complete the installation on top of the quotation price.

6. Installation of all electrical based products strictly requires the existing electrical wiring and metering condition at the property to meet current Australian Standards, otherwise additional costs may apply.

1. Obtaining all necessary consents, permits and the like, required under local Government or other ordinances/legislation and shall pay all associated fees.

2. complying with any local council requirements, development applications, body corporate approvals, and ensuring the Premises is structurally sound and suitable for the proposed works by Metro, including any structural changes that may be deemed necessary.

3. ensuring that the existing and proposed electrical meter box located on the Premises where the Heating & Cooling system is installed, is suitable, is of sufficient size and has sufficient capacity to meet the technical specifications required by its energy provider or installed system.

4. Metro shall not be liable for any costs associated with any required upgrades. Upgrades that are needed to be carried that include the Meter board, Distribution board or Main Switchboard main switch are excluded from the quoted scope of works unless explicitly included in the quoted scope of work.

5. Any site conditions and special circumstances beyond the control of the Customer, but which may result in extra chargeable work not covered under the Proposal shall be borne by the Customer. This includes any additional costs that may arise at or after installation e.g., removal of asbestos, fees for meter exchange/reconfiguration, damage on meter panels, and changing dedicated off peak control devices if required free from any liability or claims for any delays or additional costs relating to network utility connection between the electricity supplier and the Customer’s electricity meter(s).

6.  Addional work outside the quoted scope may be raised by Metro and an option will be given for the consumer to engage an alternative contractor to carry out the additional work outside the e of scope work with the provision that alternative arrangements can be arranged without interrupting the workflow of Metro. This will be at the discretion of Metro's management.

1. Scheduling of the installation may vary depending on a number of factors including the availability of stock, installers, materials, etc.

2. Metro Heating and Cooling is not responsible for any damages and/or financial loss should a reschedule or cancellation of installation occur on our end. 

3. If in the case that information conveyed and passed onto Metro Heating & Cooling about the existing heating unit(s) observed on-site proves to be inconsistent with the information provided, I may not be eligible for the rebate under the VEU. 

4. The plumber is required to perform a gas leakage test when decommissioning my ducted gas heater. Should any leakage be detected, the plumber is bound by VBA and ESV regulations to promptly shut off the gas supply to my property until the leakage has been appropriately addressed. In such a scenario, Metro Heating and Cooling's designated plumber has the capability to rectify the issue, and the associated cost will be provided as a quote on site. Alternatively, you have the option to engage your own plumber to address and rectify the gas leakage issue in accordance with regulatory standards.

5. If I decide to cancel the installation after the decommissioning of my ducted gas heater has been completed by Metro Heating and Cooling, Metro Heating and Cooling is not responsible for the reinstatement of the heater, and I will be charged a service fee of $300 + GST. Metro heating & cooling is not responsible for any existing paint differences, damages or patching of the wall behind my existing AC if it is being decommissioned.

6. Metro heating & cooling is not responsible for any existing paint differences, damages or patching of the wall behind my existing AC if it is being decommissioned.

7. Metro heating & cooling needs to be provided with meaningful access to carry out the quoted contact - failure to provide access at time or installation and delays at the time of installation may result in  down time charges being applied as a seperate invoice. Downtime billable rate is billed at $120 per hour in 15 minute increments unless quoted otherwise

1. Manufacturer Warranty: 5 year product warranty and 1 year of labour. 

2. Maintenance is expected to be carried out by the home owner inline with the manufacturers recommendation.

3. Under the circumstance that gifts are presented to the customer. Full payment must be completed prior to their shipment or pickup. The availability for shipment or pickup of the promotional gift items is contingent upon the completion of full payment. 

1. If the customer does not provide quick and prompt payment to settle the account after delivery or installation unless otherwise agreed by Metro Heating & Cooling in writing, payment must be made without deduction, retention, or set-off of any kind.

2. The customer authorises Metro Heating & Cooling to apply interest on an overdue account at the rate prescribed by the Penalty Interest Rates Act 1983 (VIC) plus 3% Metro may pass your debt onto an external Debt Collection Agency to recover your debt, which will result in additional collections fees & any legal costs being passed on to the customer, which may affect your credit rating.
‍
3. The customer agrees to pay Metro Heating & Cooling progress payments which will be invoiced and communicated to the customer in advance for any installations deemed to be works in progress or under construction to the value of works to be complete or part thereof.

4. 95% of payment is expected on the day of completion prior to system being fully comissioned.

5.  If the payment is not made on completion, the controller will be removed until final payment is made. Further charges will apply if the installer needs to re attend to reinstall the controller because of non-payment.

6. Any warranty issues will be promptly addressed once 95% payment for completion of work has been made.

7. $200 or 5%  may remain unpaid if a warranty issue arises and needs to be addressed. This remaining 5% is due upon the warranty issue being addressed.

8. To the extent permitted by law, title or property in Goods shall not pass to the Customer until payment in full has been made. Until payment in full, the Customer is a Bailee for the Goods. 

9. Notwithstanding any other provisions to the contrary, the Company reserves the following rights in relation to the Goods until all amounts owed by the Customer to the Company in respect of the Goods and all other goods and services supplied to the Customer by the Company at any time are fully paid:Legal and equitable ownership of the Goods.To retake possession of the Goods

10.  All work quoted will be done so with the ability to make a payment claim under the Building and Construction Industry Security of Payment Act 2002

11. The Customer agrees that it will be liable for all costs, damages, expenses or other sums of money incurred or suffered by the Company (whether direct or indirect) as a result of the Company retaking possession of the Goods or otherwise exercising its rights under this Clause; andit will indemnify the Company for all fees (including legal fees on a full indemnity basis) costs and expenses incurred or suffered as a result of any and all prosecution, actions, demands, claims or proceedings brought by or against the Company in connection with retaking possession of the Goods or the exercise by the Company of its rights under this clause, and the Customer must repay all such fees, costs, losses, damages, expenses or any other sums of money on demand.

1. You irrevocably agree to assign to us or to our accredited partners (at our direction) the benefit of all and any government rebate and incentive scheme payments that are capable of being assigned to us or at our direction and that may be claimed in relation to the Goods. The assignment of the rebates will constitute (partial) payment for the Goods.

2. You must do all things necessary and complete and sign all documents required to be completed and signed.

3. If you project has a VEEC discount applied to it then your infomation may be shared with VEU Approved Partner Creditex  - License A1107 Creditex ABN 76 105 513 040 Please feel free to contract Creditex at any stage if would like more infomation about any part of the process. Contact – 02 9091 0860
‍
4. The homeowner declares that if they are receiving a quote with a VEU program discount that they have a working Gas heating system and a home that is older than 2 years.
‍
5. If the customer would like to request the existing outdoor unit to be removed and have the hole opening patched up that is left from the existing gas system then a quote must be requested from metro prior to work taking place. Typical pricing will be $200 but this will need to be confirmed prior to removal of the outdoor unit.

6. I declare that my existing heating unit was not installed for the purposes of decommissioning it under the VEU program for claiming incentives.

7. I have received, read, and understood the following documents: 
‍VEU Code of Conduct - Statement of Rights. 
VEU Space Heating and Cooling Consumer Fact Sheet
Victorian Energy Efficiency Target scheme Consumer Fact Sheet.

8. The area in which the air conditioning units are installed may affect the efficiency and effectiveness of the air conditioning unit depending on whether the room area is smaller or larger than the VEU recommended application area. In the case the products are not installed in the recommended size, I have stated reasons as to why that is.

9. The quoted heating and cooling appliances cover the majority of the premises and that it satisfies the needs of the premises.

10. If you project has a VEEC discount applied to it then your infomation may be shared with VEU Approved Partner Creditex  - License A1107 Creditex ABN 76 105 513 040 Please feel free to contract Creditex at any stage if would like more infomation about any part of the process. Contact – 02 9091 0860

Metro Heating and Cooling reserve the right to use photo and video taken on site, in marketing and social media marketing, to opt-out, please send an email request to admin@metroheatingcooling.com.au
‍

1. Where condensate pumps are used, Metro Heating & Cooling advises that these units should be serviced every 3 months. Unless otherwise specified, condensate pumps are not included in the standard warranty.

2. The Manufacturer's warranty response times are beyond the control of Metro Heating & Cooling.

3. The Manufacturer's warranty response times are beyond the control of Metro Heating & Cooling.

1. If the customer is not home at the time of installation, Metro heating & Cooling will make its best efforts to install the unit and outlets in the most practical and appropriate position available. This will take into consideration limiting structural factors that may lead to the installers deviating from the original plan, irrespective of what has been written in the sales contract or been communicated by Metro heating & Cooling sales consultants. If the customer requests for Metro heating & Cooling to change the location of the unit or any register after installation, this will be a cost borne by the customer to be separately quoted by Metro heating & Cooling. The customer will be responsible for the cost of returning the affected services to their original condition, such as, but not limited to rendering, painting and plastering and the like.

2. A relocation fee will be applicable if the request for changing the installation location is made after the installation process has started.

3.The fee will cover the additional costs incurred due to the change in location, including but not limited to labor, transportation, and any other resources required for the relocation.

4.Zoned Heating and Cooling Systems: Where zoning is quoted as part of a ducted system, it is taken that the system does not have capacity to heat and or cool the Customer’s entire premises, and zones must be closed down to heat and or cool to achieve rated conditions

1. Please contact our office by phone or email. At this point you will be asked to describe the problem and will likely be asked to email through a video or photo evidence which will help Metro diagnose what be the best course of action.

2. In event an issue has been escalated to the manufacturer due to fault in the product Metro can not be held responsible for the responsiveness of the manufacturer. Metro will continue to follow up and act in good faith in waiting for the manufacturer's response.

3. If in the event a error is identified upon completion the customer agrees to work through a resolution period to give Metro Heating & Cooling the opportunity to be notified and work towards a resolution.

1. Metro will work within a framework as dictated by the Victorian Energy upgrades program

2.  Complaint and Dispute Resolution Framework If you have a complaint or dispute regarding this installation, please contact us on : 03 7047 8050  email: support@metroheatingcooling.com.au first so that we can resolve it for you.  

3. We are committed to responding to you as quickly as possible, but as a minimum, we’ll get back to you within 5 business days and attempt to resolve the complaint or dispute within 5 business days of the date you first contacted us. We are committed to resolving complaints within 20 business days of lodgement, however, this may not always be possible. Where we have been unable to resolve your complaint within 20 business days, we will inform you of the reason for the delay and specify a date when we will be in a position to provide a resolution. Please contact us using the contact details above.

4. If the complaint or dispute is not covered by this Complaint and Dispute Resolution Framework, we will endeavour to direct you an organisation that can assist you.   If you are unsatisfied with our response, the VEU partner that we work with as Accredited Providers that verify the installation and provide the incentives for energy efficient improvements under the VEU government initiative is :   Creditex Pty Ltd, Level 2, 12a Rodborough Rd, Frenches Forest NSW 2086.   Phone : 02 9091 0860 Email : compliance@creditex.com.au and www.creditex.com.au  

5. If you do not get satisfaction from our response and believe the complaint or dispute has not been adequately or punctually resolved, you can also escalate the matter to:  Consumer Affairs Victoria www.consumer.vic.gov.au/contact-us/resolve-your-problem-or-complaint  Essential Services Commission www.esc.vic.gov.au/contact-us  

6. During this process you agree to act in Both parties agree not to make any disparaging statements about each other, including but not limited to Metro Heating Cooling, its employees, agents, and services, during and after the resolution of any dispute.

7. This clause does not prohibit the parties from making truthful statements required by law or in any legal proceedings, or from reporting any breach of law to appropriate authorities.

8. For the purposes of this Agreement, "disparaging statements" shall mean any negative or harmful statements, whether oral or written, that could reasonably be expected to damage the reputation or business interests of the other party.

9. Nothing in this Agreement is intended to limit or exclude the consumer rights provided under the Australian Consumer Law, including the right to report defects and seek remedies for breaches of statutory guarantees.
‍

1 .A non-refundable deposit is required to secure your reservation/purchase. This deposit will be applied to the final cost of your air conditioning unit, and any remaining balance will be due upon [delivery/completion]. If you cancel your reservation/purchase within 10 days of placing your order, you will be refunded your deposit in full. Once the 10-day period passes Metro Heating & Cooling allocates time and resources to your project any cancellation after 10 days, your deposit will be forfeited.

2. Metro Heating reserves all rights to cancel or withdraw any quote at any time before the delivery and installation of Goods

3. Please discuss any terms with the team in writing prior to proceeding otherwise your deposit with be noted as acceptance of these terms
VEU - Code of Conduct

VEU - Code of Conduct