RACQ Home Quick Fix. Terms and Conditions

Transcription

1 RACQ Home Quick Fix Terms and Conditions

2 Welcome to RACQ Home Quick Fix This brochure is designed to help you make the most of your RACQ Home Quick Fix product by providing you with the terms and conditions applicable to RACQ Home Quick Fix. We suggest you keep this document in a safe and accessible place; that way whenever you need to use our services, you will have the necessary information on how we can assist you in a Home Incident. This brochure contains the terms and conditions of RACQ Home Quick Fix. From time to time, RACQ may require changes to be made to its products in order to respond to changes in legislation and other environmental factors. Any such changes will be made in accordance with Section 4 of this document.

3 Contents 1. Glossary 6 2. RACQ Home Quick Fix What is RACQ Home Quick Fix? Home Incidents Service availability Response times hour guarantee Service interruptions Exclusion of replacement parts and materials Repair and make safe materials Returnable Materials used in implementing Make-Safe Measures Property boundaries Environmental risks and occupational health and safety Nature of RACQ Home Quick Fix Exclusions from RACQ Home Quick Fix Clean up procedures RACQ Home Quick Fix Subscriptions Fees Who can subscribe to and receive RACQ Home Quick Fix? Confirmation Authorised Persons Is your property eligible for a Subscription? Which geographical areas are covered by RACQ Home Quick Fix? How many properties does your Subscription cover? When do your entitlements under your Subscription begin? Requesting RACQ Home Quick Fix Changing Subscription Details 20 1

4 4. Changes to these Terms and Conditions General Limitations Method of service delivery Limitation of liability Transfer, Cancellation, Renewal and Suspension Transfers of Subscriptions Expiry and cancellation of Subscriptions Unpaid accounts Refund Policy Renewing your Subscription RACQ s right to suspend your RACQ Home Quick Fix and cancel your Subscription Fair use policy General Privacy 28 2 Membership Upon subscribing to this product you become a member of The Royal Automobile Club of Queensland Limited ABN Members agree to the RACQ Constitution, By-Laws and Membership Terms. For further details on the rights and obligations of being an RACQ member, visit racq.com or call For subscribers of RACQ Home Quick Fix who are existing members of The Royal Automobile Club of Queensland Limited, please note that your rights and obligations in relation to your membership will not change by subscribing to this product. How to contact us: If you need to speak to someone about your RACQ membership, call Membership information is also provided on our website racq.com. If you require assistance with an incident that has occurred within your home, call 1800 HOME FIX ( ) from anywhere in Australia for RACQ Home Quick Fix.

5 Your Subscription A trusted tradesperson is only a phone call away... 2 hour response time 24/7, 365 days of the year Pay as you go Call 1800 HOME FIX for help today! Call for assistance Upfront quote and agreement 2 hour response time Make safe or attempt repairs Optional quote for any extra repairs 3

6 Incident types A damaged roof, gutter or downpipe causing a leak A blocked toilet, pipe or drain A broken heating or cooling system Power failure (excludes blackouts) Broken external door or window

7 Being locked out of the house A burst pipe A broken or burst hot water system A burst tap or showerhead A gas leak 5

8 RACQ Home Quick Fix Terms and Conditions 1. Glossary These Terms and Conditions use the following definitions: Area Wide Disruption to Essential Services: where essential services in an area are disrupted or affected due to an event or incident (e.g. where there is a power blackout affecting a street or suburb caused by electricity lines or the local electricity grid being down due to a major storm). Authorised Person: has the meaning given in section 3.4. Fixed Dwelling: a fixed and permanent residence, building, part of a building or structure which is self-contained and lockable (e.g. house, unit, flat or bungalow). Home Incident: one or more of the incidents described in section 2.2. Major Disasters include: (c) (d) (e) (f) (g) (h) (i) (j) 6 earthquakes; tornadoes, hurricanes, cyclones or major storms; explosions; fire; flood; political or industrial disturbances, riots or civil commotion; tsunami, tidal wave, storm surge, landslide; acts of terrorism; war; and use, existence or escape of any nuclear or radioactive material or any biological, chemical or nuclear pollution or contamination.

9 Major Structural Damage: damage to the structural or supporting details of a house such as beams, joists, trusses and rafters or major damage to roofing, wall cladding or glazing. Make-Safe Measures: refer to section 2.1 (i). Nominated Property: the eligible Property nominated by the Subscriber under these Terms and Conditions and for which the Subscription Fee has been paid. Property: any residential owner occupied or tenanted property including houses, duplexes, flats, units and apartments. RACQ, we, our, us: RACQ Operations Pty Ltd ABN RACQ Home Quick Fix: a fee for service subscription product provided by RACQ as described in these Terms and Conditions. RACQ Home Quick Fix Included Materials: the low-value tools, equipment, parts and materials that are provided by the Tradesperson for use in providing RACQ Home Quick Fix, as determined by RACQ from time to time. For information regarding what is included in the RACQ Home Quick Fix Included Materials, visit racq.com or call Returnable Materials: refer to section 2.9. Services: the provision of services as set out in these Terms and Conditions. Subscriber: a person who has paid the Subscription Fee to receive RACQ Home Quick Fix and whose subscription has not expired or been cancelled. Service Callout: refer to section 2.1. Service Callout Fee: the fee payable by the Subscriber before a Tradesperson will be dispatched to the Nominated Property, the amount of the fee being determined by RACQ depending on the nature of the Home Incident. For information regarding how Service Callout Fees are calculated, visit racq.com or call Subscription: a subscription to RACQ Home Quick Fix. Subscription Fee: the fee payable when you nominate a Property on a Subscription to receive RACQ Home Quick Fix. 7

10 Subscription Period: a period of 12 months commencing on the date on which your Subscription commences or is renewed. Tradesperson: a contractor engaged by RACQ or its service provider to provide RACQ Home Quick Fix services. Terms and Conditions: this document which is entitled RACQ Home Quick Fix Terms and Conditions. You, your: the Subscriber covered by a Subscription. 8

11 2. RACQ Home Quick Fix 2.1 What is RACQ Home Quick Fix? If you have a Home Incident at your Nominated Property, we will dispatch a Tradesperson to your Nominated Property for a period of up to one hour to provide assistance as described in section 2.1 below (a Service Callout), provided that you have paid the Service Callout Fee in accordance with section 3.1. For Service Callouts: (i) (ii) we will take reasonable, temporary measures to make your Nominated Property as safe and secure as practicable, and minimise the possibility of further damage to your Nominated Property (Make-Safe Measures) (Make-Safe Measures are limited to what is reasonably practicable in the circumstances); in addition, we will resolve or repair the cause of the Home Incident if the repairs are relatively straight forward and can be completed 1) within an hour of the Tradesperson arriving at your Nominated Property and 2) using any RACQ Home Quick Fix Included Materials. The decision as to whether the cause of the Home Incident can be resolved or repaired in accordance with this paragraph is at our sole discretion and will be determined based on the circumstances; and (iii) where we are unable to resolve or repair the cause of the Home Incident in accordance with paragraph (ii) above, the Tradesperson will inform you of potential options for completing any further repairs required, and section 2.1(c) will apply. 9

12 (c) (d) You may request the Tradesperson to provide a quote for completing any further repairs required (provided that you are the owner of the Nominated Property and have appropriate authority to authorise repairs to the property). However, any follow-up work performed after a Service Callout does not form part of RACQ Home Quick Fix. Those arrangements (and any associated costs) will be your responsibility (even if the follow-up work is performed by the Tradesperson) and RACQ will not be a party to or have any involvement in those arrangements. RACQ accepts no responsibility or liability for any work performed by the Tradesperson or by any third party outside the Service Callout. We may be constrained in carrying out repairs at your Nominated Property if: (i) (ii) we do not have the materials, components or equipment required to complete the repair; specialist brand-specific knowledge, equipment and/ or components are required to complete the repair; (iii) we would need to destroy or demolish property, including walls, floors and ceilings, to complete the repair; (iv) the damage or blockage of pipes has been caused by tree roots; or (v) the situation presents an environmental or occupational health and safety risk to the Tradesperson. 10

13 2.2 Home Incidents The Home Incidents for which we provide Service Callouts are limited to the following events: Type of Home Incident A damaged roof, gutter or downpipe causing a leak A blocked toilet, pipe or drain A broken heating or cooling system A blackout or power failure in the house Broken door or window Being locked out of the house A burst pipe A broken or burst hot water system Definition Damage to the roof, gutter or downpipe causes water to leak internally through the ceiling or walls. A blocked toilet, pipe or drain prevents smooth water flow, causing overflow or backup into the nearest outlet. Broken or damaged system as the result of gas or electrical problems, faulty components, or inability to reignite pilot light. Supply of power to all or part of the house has been disrupted (excludes area-wide blackouts). Where home safety or security is threatened as the result of damage to an external door or window (including broken glass, damaged locks, jammed doors or windows). Unable to gain access to the home. Physical breakage of a pipe or joint, resulting in a burst pipe causing water wastage, home or property damage. Burst hot water tank causing water leakage and resulting in water wastage or home or property damage. Broken or damaged system as the result of gas or electrical problems, faulty components, or inability to reignite the pilot light. 11

14 A burst tap or showerhead A gas leak Inability to control water flow as the result of a burst tap or showerhead; causing significant water wastage, home or property damage. Internal or external gas leaks as the result of damaged gas appliances or leaking gas pipelines. 2.3 Service availability 12 RACQ Home Quick Fix is available for Home Incidents 24 hours a day, every day of the year. There may be circumstances where we are delayed or impeded in providing RACQ Home Quick Fix for reasons beyond our control. This is described in more detail in the sections below. 2.4 Response times We will provide RACQ Home Quick Fix for Home Incidents as soon as practicable after receiving a request for assistance. Although we will use our best endeavours to arrive at your Nominated Property within an hour of your request for assistance, we cannot guarantee an arrival time, as this will depend on a variety of factors, including the location of your Nominated Property and the demand for RACQ Home Quick Fix at that time. In particular, severe weather conditions or heavy rain may affect arrival times due to heavy demand in your area at that time. Where that occurs, we will provide assistance as quickly as practicable hour guarantee Although we cannot guarantee an arrival time (as noted in section 2.4), where we have not arrived within 2 hours of your request for assistance, we will refund your Subscription Fee (less any discounts you may have received) for the applicable Subscription Period, except where the delay has been caused by a situation out of our control as described under section 2.6 below. The Service Callout Fee for the particular Home Incident will not be refunded. The Subscription Fee can only be refunded once per Subscription Period.

15 2.6 Service interruptions We may be delayed or impeded in providing RACQ Home Quick Fix due to circumstances beyond our reasonable control, including Major Disasters; adverse weather conditions; general unavailability of materials, parts, qualified personnel, equipment, fuel or other resources; and failures in telecommunications, satellite and global positioning systems (including any loss of coverage), and otherwise where RACQ Home Quick Fix is not reasonably available. In such circumstances, we will have no obligation to provide RACQ Home Quick Fix, but will take reasonable steps to minimise the impact of such circumstances. 2.7 Exclusion of replacement parts and materials RACQ Home Quick Fix does not include the provision of any materials that are not RACQ Home Quick Fix Included Materials, including but not limited to the following: (c) (d) (e) (f) (g) (h) windows, doors, glass, tiles, carpets, fly screens and any other fittings, fixtures or ornamentation; fixed plumbing apparatus such as baths, sinks, taps or cisterns; roofing materials, roof gutters, curbing or drainpipes; galvanised pipes; gas cylinders or water tanks; power generators or motorised units; light fittings, switch boards or circuit breakers; or door or window locks, handles, winders, remote controls, keys or key barrels. 2.8 Repair and make safe materials RACQ Home Quick Fix includes the cost of minor parts and materials used in repairs or Make-Safe Measures during the Service Callout, provided that such materials are RACQ Home Quick Fix Included Materials. The cost of parts and materials used in follow up work outside the Service Callout will be borne by the Subscriber. 13

16 2.9 Returnable Materials used in implementing Make-Safe Measures Some materials used in carrying out Make-Safe Measures may be returnable to the Tradesperson (Returnable Materials). All Returnable Materials remain the property of the Tradesperson who attended your Nominated Property. Returnable Materials will be identified to you and must be made available for collection by the Tradesperson after the Home Incident has been resolved or no later than 30 days following the Service Callout (whichever comes first). You must not wilfully damage, sell or loan the Returnable Materials in your possession, or use them for any other purpose other than that for which they were provided. You are responsible for any loss or damage to the Returnable Materials Property boundaries RACQ Home Quick Fix only covers Home Incidents within the property boundaries of your Nominated Property. RACQ Home Quick Fix does not cover a Home Incident to the extent that it occurs in or affects: any building, structure or land outside the boundaries of the Nominated Property, including public, council, shared or common property; or areas or equipment reasonably considered to be under the province and responsibility of utility providers, including gas or water meters, gas pipelines, electricity cables and grids, or water mains. In these circumstances, the Tradesperson will, where possible, provide information to assist you to contact the relevant public authority or service provider to report and arrange for the resolution of the problem. 14

17 2.11 Environmental risks and occupational health and safety Where we reasonably determine that there is: a real risk or danger to the life, health, safety or property of any person; or a real risk of causing significant damage to the environment, we may only be able to provide limited assistance, or may be unable to provide RACQ Home Quick Fix at all. In such circumstances, we will refer the emergency to the appropriate authorities Nature of RACQ Home Quick Fix RACQ Home Quick Fix is not: (i) (ii) a replacement for home insurance; general maintenance, preventative or handyman services; or (iii) an emergency rescue or disaster response service. Where an emergency situation poses a risk to your personal safety or property, or the personal safety and property of any other person, you should first contact appropriate emergency or rescue services, such as the State Emergency Service (SES) or the 000 Emergency Service or the appropriate utility providers (e.g. your electricity or gas supplier, or your local water corporation). 15

18 2.13 Exclusions from RACQ Home Quick Fix RACQ Home Quick Fix does not cover events which are not Home Incidents, including but not limited to: (c) (d) (e) (f) (g) (h) (i) (j) (k) (l) the need for replacement parts and materials (see section 2.7 above); Major Structural Damage; Area Wide Disruption to Essential Services; disruption to essential services as the result of disconnection by the relevant authority or service provider; Major Disasters; requests for general maintenance, preventative or handyman work (such as replacement of light globes or tap washers); breakdown, loss or damage to portable appliances, saniflow toilets and other mechanical equipment; damaged hedges, fences, gates or awnings; failure of alarms, home security systems and CCTV; damaged swimming pools including parts, components, pumps, motors and plumbing or filtration systems; damaged solar power systems or components; damaged fly screens or internal doors, windows or shower screens; or (m) damaged garden appliances, sprinkler or watering systems Clean up procedures Although we will remove any debris or clean any mess from the Nominated Property which is a direct result of the assistance provided by the Tradesperson, we are not responsible for clearing fallen trees, broken appliances, broken doors or glass or any other debris or mess not caused by the Tradesperson. 16

19 3. RACQ Home Quick Fix Subscriptions 3.1 Fees (c) (d) There is an annual Subscription Fee for RACQ Home Quick Fix payable in full at the time of subscribing. In addition, in the event of a Home Incident, you or an Authorised Person must pay the Service Callout Fee (over the phone, and by credit card) before a Tradesperson will be dispatched to the Nominated Property. The Service Callout Fee is not refundable, even if your Nominated Property is unattended when the Tradesperson arrives or if you advise us that emergency assistance is no longer required after a Tradesperson has already been dispatched. If you would like to find out what the current fees are (including any joining fees, subscription fees and service fees), please visit racq.com or call us on Who can subscribe to and receive RACQ Home Quick Fix? As owner of a residential property who is 18 years of age or over may subscribe to RACQ Home Quick Fix. Joint Subscriptions are not accepted. 3.3 Confirmation On purchasing a Subscription, a Confirmation Certificate will be issued to the Subscriber which lists the Nominated Property. 3.4 Authorised Persons By signing up to RACQ Home Quick Fix, you: authorise RACQ to accept requests for Service Callouts in respect of the Nominated Property from any persons at the Nominated Property at the time of the Home Incident (Authorised Persons); accept any risk associated with this authorisation; and (c) agree to ensure that any Authorised Persons are 18 years of age or over. 17

20 3.5 Is your property eligible for a Subscription? Subscriptions are available for residential Properties that are Fixed Dwellings only (including houses, duplexes, flats, units and apartments). You cannot purchase a Subscription for any of the following types of properties: (i) (ii) non-residential properties; properties used for commercial, retail, office, industrial or professional purposes; (iii) properties used for commercial farming or agricultural purposes; (iv) portable, temporary or non-fixed Dwellings, buildings or structures such as caravans, trailers, campervans, recreational or other vehicles. 3.6 Which geographical areas are covered by RACQ Home Quick Fix? RACQ Home Quick Fix is available in suburbs and postcodes as determined by RACQ from time to time. For details of these suburbs and postcodes, please visit racq.com or call How many properties does your Subscription cover? You may nominate one Property per Subscription to receive RACQ Home Quick Fix. If you move or sell your Nominated Property, you may change the Property nominated under the Subscription by calling us on , provided that you own the new Property nominated. A maximum of one Property change will be accepted per Subscription Period. 18

21 3.8 When do your entitlements under your Subscription begin? RACQ Home Quick Fix becomes available immediately after you have purchased a Subscription and paid the Subscription Fee. If you require a Service Callout and: (i) (ii) you have not notified us that your Nominated Property has changed; but you have already changed your Nominated Property once within the applicable Subscription Period, then you will need to obtain a separate RACQ Home Quick Fix Subscription and pay the applicable Subscription Fee to receive a Service Callout. 3.9 Requesting RACQ Home Quick Fix You, or the Authorised Person who requested the Service Callout, must be present at the Nominated Property when the Tradesperson arrives and at all times during the Service Callout. If the Nominated Property is not attended when the Tradesperson arrives, the assistance cannot be provided and the Service Callout Fee will not be refunded. Further Service Callouts (whether relating to the same Home Incident or another Home Incident) will be considered an additional, separate Service Callout for which a separate Service Callout Fee must be paid. For example, where a Tradesperson (for example, a plumber) is dispatched to your Nominated Property, but it becomes apparent that the services of a different type of Tradesperson (for example, an electrician) are required, you must pay an additional, separate Service Callout Fee before an additional Tradesperson will be dispatched to your Nominated Property. 19

22 (c) Where you or the Authorised Person requires the assistance of a locksmith to enter the Nominated Property, satisfactory proof of identity (as determined by RACQ) must be provided to the Tradesperson. If you or the Authorised Person cannot provide satisfactory proof of identity, the Tradesperson will not provide any assistance in gaining entry to the Nominated Property, and the Service Callout Fee will not be refunded Changing Subscription Details (c) Only a person/s named on the subscription as a Subscriber, a person with power of attorney or an executor may request a change to Subscription details. However, payment of Subscription Fees may be made by a person other than the Subscriber, provided that no changes are made to the Subscription. By becoming a Subscriber, you are responsible for providing RACQ with your most current contact details. Changing the name on a Subscription is only allowed if the name has changed due to marriage or divorce or the name has been changed by deed poll or equivalent. Details will only be changed if proof acceptable to RACQ is provided. 20

23 4. Changes to these Terms and Conditions You are bound by the latest version of the RACQ Home Quick Fix Terms and Conditions. These are available at racq.com or by calling We will notify you of any changes to the Terms and Conditions by placing a notice on our website. Where there are material changes to these Terms and Conditions that may adversely affect Subscribers or limit the benefit provided under these Terms and Conditions, we will provide additional notice to you by way of the mailing address or address you have provided to RACQ. We will give at least one month s notice of such changes. 21

24 5. General Limitations 5.1 Method of service delivery (c) The method of delivery of RACQ Home Quick Fix, including the type of services and the choice of Tradesperson, is at the sole discretion of RACQ. RACQ is committed to ensuring appropriately qualified and licensed Tradespeople or service providers carry out RACQ Home Quick Fix work. RACQ will not itself carry out that work, so any reference in these Terms and Conditions to the effect of a promise to carry out work (including any repairs of defective work), and in particular to carry out any building work as defined in the Queensland Building and Construction Commission Act 1991 (Qld) means that RACQ will ensure appropriately qualified and licensed Tradespeople or service providers are available to carry out the work. 5.2 Limitation of liability All guarantees, terms, conditions, warranties, undertakings, inducements or representations whether express or implied, statutory or otherwise, relating to these Terms and Conditions are excluded to the maximum extent permitted by law: (i) (ii) except as provided in paragraph below; and except where these Terms and Conditions expressly state otherwise. Nothing in these Terms and Conditions excludes, restricts or modifies any right or remedy, or any guarantee, term, condition, warranty, undertaking, inducement or representation, implied or imposed by any legislation which cannot lawfully be excluded or limited. This may include the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), which contains guarantees that protect the purchasers of goods and services in certain circumstances. 22

25 (c) (d) (e) If you believe that the RACQ Home Quick Fix service received at your Nominated Property was defective and caused damage to your Nominated Property, please contact 1800 HOME FIX ( ) or provide your feedback through our website racq.com within 30 days following the Service Callout. If RACQ is given a reasonable opportunity to inspect the Nominated Property before further repairs are carried out, and determines that the RACQ Home Quick Fix was defective and has caused damage to your Nominated Property, we will repair the damage to your Nominated Property. This does not apply where the damage to your Nominated Property is caused by your modification or neglect or by your failure to complete any further repairs required to remedy the Home Incident. Notwithstanding paragraph (c) above, RACQ does not represent that any Nominated Property (or part thereof) to which it provides Services will be, or will remain for any period of time, in working order, and accepts no liability to any person in connection with the Services, including, without limitation, in connection with damage to property or personal accidents or injuries and whether in tort, contract or otherwise.if, notwithstanding the above, RACQ is found to be liable to the Subscriber and/or any other person in connection with the Services, including, without limitation, in connection with damage, accidents or injuries and whether in tort, contract or otherwise, RACQ s liability is limited to a sum not exceeding $10,000 (which shall include legal costs) in respect of the aggregate of all claims during any consecutive period of 12 months. Except where you direct RACQ Home Quick Fix and the attending Tradesperson not to undertake any particular RACQ Home Quick Fix service, you are responsible for any loss or damage that you suffer in connection with: (i) (ii) any adverse impact on an existing insurance claim or subsequent insurance claim or any legal action; the voiding of any warranty; (iii) breaches of any obligations you owe to any other person; or (iv) assistance provided to you through RACQ Home Quick Fix. 23

26 (f) (g) (h) RACQ accepts no liability to any person in connection with any advice given to the Subscriber or any other person in the course of or in connection with the Services. If, notwithstanding the above, RACQ is found to be liable to the Subscriber and/or any other person in connection with any advice given to the Subscriber or any other person in the course of or in connection with the Services, RACQ s liability is limited to a sum not exceeding $10,000 (which shall include legal costs) in respect of the aggregate of all claims during any consecutive period of 12 months. RACQ may amend, vary or withdraw any aspect of the Services at any time and its maximum liability to each Subscriber in respect of same will be the refund of the unused portion (pro-rata) of the Subscription Fee paid by the Subscriber. To the maximum extent permitted by law, RACQ will not be liable to any person for any indirect, special or consequential loss or damage suffered by any person in connection with the services provided pursuant to these Terms and Conditions. This applies to all claims, whether such claims are made in tort (including without limitation negligence), in equity, under statute or on any other basis. 24

27 6. Transfer, Cancellation, Renewal and Suspension 6.1 Transfers of Subscriptions A Subscription can only be transferred in the case of deceased estate. Transfer of a Subscription in this situation can be made only at the request of the executor of the deceased estate. Transferring the Subscription means cancelling the existing subscription and crediting the chosen recipient with the Subscriber s remaining Subscription Fee on a pro-rata basis and the new subscriber would then be responsible for the remaining subscription fee balance. 6.2 Expiry and cancellation of Subscriptions (c) Your Subscription will expire at the end of the Subscription Period. You can renew your subscription by contacting RACQ. Only a person named as a Subscriber may renew a Subscription. If your Subscription has expired, you have not renewed your Subscription and you require a Service Callout, you will be required to re-subscribe to RACQ Home Quick Fix and pay the Service Callout Fee to receive a Service Callout. You may cancel your Subscription at any time. A cancelled Subscription means that the Nominated Property will no longer receive RACQ Home Quick Fix. You will not be entitled to a refund except as described in section 6.4 below. Only a person named as a Subscriber may request the cancellation of a Subscription. 6.3 Unpaid accounts If you have any unpaid accounts (including unpaid service fees) or if a renewal is overdue at the time you request a Service Callout, you will not be entitled to any Subscription benefits until the accounts are paid in full. 6.4 Refund Policy Unless we are required by law to give a refund, fees paid to RACQ are non-refundable. 25

28 6.5 Renewing your Subscription We will send you a notice in writing at least 28 days prior to the expiry date of your Subscription. We may choose not to renew your Subscription by notifying you at least 30 days before the expiry of the current Subscription Period. 6.6 RACQ s right to suspend your RACQ Home Quick Fix and cancel your Subscription We may refuse to provide RACQ Home Quick Fix where: (i) (ii) in our reasonable opinion, you or any person at the Nominated Property is acting or behaving in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous; or there are any payments owing to us under these Terms and Conditions (including any overdue fees for renewal of your subscription). We will not provide RACQ Home Quick Fix until you make all such payments in full. We may cancel your Subscription immediately and without penalty or refund where: (i) (ii) you have materially breached these Terms and Conditions and the breach has not been or cannot be remedied; or in our reasonable opinion, you are acting or have acted in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous. 26

29 7. Fair use policy Whilst RACQ Home Quick Fix subscribers pay a Service Callout Fee for a Tradesperson to attend an eligible Home Incident, it is important to us that all Subscribers are able to access entitlements and our expectation is that Subscribers will maintain their home in good order. Therefore, we reserve the right to limit or refuse to provide RACQ Home Quick Fix where, in our reasonable opinion, your use of RACQ Home Quick Fix is excessive, unreasonable or not reasonably required in the circumstances. For example, it may be unreasonable for you to receive multiple Service Callouts for the same Home Incident (for example, the same blocked toilet, pipe or drain). You are expected to take reasonable steps to resolve the underlying issue causing the fault. 27

30 8. General Any provision of these Terms and Conditions which is wholly or partially void or cannot be enforced will not apply to the extent that it is void or cannot be enforced. The remainder of these Terms and Conditions will continue to apply. 9. Privacy The RACQ group collects, uses and discloses your personal information in line with our Privacy Statement which is available free of charge from racq.com, or you can request a copy from an RACQ consultant. By agreeing to these Terms and Conditions, you also acknowledge that you have read and agree to our Privacy Statement. You also agree that we may, from time to time, use your information to market services or products to you, or to conduct surveys to ensure the quality of RACQ Home Quick Fix (including by providing your feedback to our service providers). If you do not wish to receive such material, you can contact us at any time and we will generally process your request within 14 days of receipt. 28

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32 Contact Us For further information, please see your local RACQ store, visit our website at racq.com or call us 24 hours every day on To request assistance for a Home Incident, call us 24 hours every day on 1800 HOME FIX ( ) in store racq.com 24 hours every day RACQ Operations Pty Ltd ABN Logan Road, Eight Mile Plains, Qld 4113 HBRO4 08/