07 5211 0721 info@nu-cover.com.au

Terms of Service.

 

 

 

 

Full Form Policy

Nu-Cover® Stone Bench Top After-Care Full-Form Policy

  1. Introduction

Welcome to Nu-Cover®, the premier provider of specialised after-care solutions for stone bench-tops. We pride ourselves on preserving the beauty and extending the life of your stone surfaces. This policy outlines the comprehensive range of services we offer, ensuring your bench-tops always reflect the highest standard of care and craftsmanship.

  1. Scope of Services

At Nu-Cover®, we specialise in after-care for a variety of stone bench-tops, including granite, marble, quartz, porcelain, and engineered stone. Our services encompass everything from routine maintenance and minor repairs to major restorations and emergency interventions. We employ the latest techniques and highest quality materials to maintain the aesthetic and functional integrity of your bench-tops.

  1. Definitions
  • Minor Repair: Repair work targeting small-scale damage such as chips, joint repairs, or stains (generally work that can be completed within 2-3 hours on site).
  • Major Repair: Comprehensive restoration efforts for significant damages like large cracks, face scratches, or structural issues.
  • After-Care Service Request: A formal application for maintenance or repair services, initiated by the customer under the terms of their selected after-care plan.

  1. After-Care Service Plans
  • Bronze Plan: This entry-level plan offers basic care, including access to our online stone care guides and limited email support.
  • Silver Plan: A step up, providing 2 minor repair services, continuous online support, and discounted rates for additional services.
  • Gold Plan: Comprehensive coverage, including both minor and major repair services, priority customer support, and access to educational content on stone care.
  • Platinum Plan: Our most extensive plan, offering our most robust services, telephone support, and access to our products with our biggest discount.

  1. Eligibility and Activation
  • Activation Process: Nu-Cover® service plans, including Bronze, Silver, Gold, and Platinum, are activated at the time of purchase by an authorised reseller via our partner portal. During this process, a Policy Start Date is nominated, which becomes the official commencement date of the service plan.

  • Customer Account Access: Once the plan is activated by the authorised reseller and the Policy Start Date nominated, the customer will receive an email invitation to set up their Nu-Cover® account and access the customer portal. This invitation is part of the customer onboarding process and does not affect the nominated Policy Start Date or the commencement of coverage.

  • Responsibility for Plan Start Date: It is the responsibility of the reseller and/or customer to ensure that the Policy Start Date accurately reflects the date of successful installation and that the bench-top is in acceptable condition. Nu-Cover® is not responsible for addressing any defects, installation-related issues, or damage occurring prior to the Policy Start Date.

  • Exclusion of Pre-Existing Defects and Installation-Related Issues: Any defects present at the time of activation, or arising from installation, fall outside the scope of Nu-Cover®’s service plans. These issues must be resolved by the manufacturer, installer, or responsible tradesperson before the Policy Start Date.

  • Damage by Other Trades: Nu-Cover® service plans do not cover damage caused by tradespeople, contractors, or other third parties after installation. Our coverage applies solely to accidental damage occurring under normal homeowner use from the nominated Policy Start Date onward.

  • Adjustment Requests: In specific, legitimate cases—such as verified installation delays or damage from other trades prior to use—Nu-Cover® may consider adjusting the Policy Start Date. Such requests must be submitted in writing prior to any service request and are subject to approval at Nu-Cover®’s discretion.

  • Eligibility for Physical Repairs: Eligibility for minor and major physical repair services commences six months after the Policy Start Date. This period ensures the bench-top has settled post-installation and allows for proactive observation of its condition.

  • Acknowledgment by Owner: Activating a Nu-Cover® service plan confirms that the customer acknowledges the condition of the bench-top, agrees to the nominated Policy Start Date, and accepts the exclusions listed above. Nu-Cover® is committed to protecting your stone surfaces from accidental damage under fair and reasonable usage conditions.

  1. Term of Service
  • Policy Commencement Date: The term of your Nu-Cover® after-care plan begins on the Policy Start Date provided at the time of purchase through our partner portal. This date is selected during the point-of-sale process and is used as the official commencement date of your service plan, regardless of actual installation timelines or site readiness.

  • Responsibility for Start Date Accuracy: It is the responsibility of the partner and/or customer to ensure that the Policy Start Date accurately reflects the date of successful installation and that the stone bench-top is in satisfactory condition. Nu-Cover® is not liable for any damage, installation issues, or site delays that occur before or after the nominated Policy Start Date.

  • Adjustment of Start Date in Exceptional Circumstances: While the Policy Start Date cannot typically be altered once submitted, Nu-Cover® may, at its sole discretion, agree to extend or amend the policy commencement date if legitimate reasons are presented to us in writing prior to any service request. Such reasons may include verifiable installation delays, site access restrictions, or unresolved trade-related damage that falls outside Nu-Cover®’s scope of responsibility.

  • Coverage Duration: Service plans are available in flexible durations, ranging from one to five years. The chosen duration will begin from the confirmed Policy Start Date and includes access to the services and support outlined in your selected plan.

  • Activation Confirmation: Once the plan is submitted and activated by the authorised reseller, the customer will receive an email invitation to set up their Nu-Cover® account and access the customer portal. This process confirms that the plan is active and that the Policy Start Date is in effect, marking the official commencement of your selected service term.

  1. Service Details

Each plan includes a detailed breakdown of services. The frequency and nature of these services are tailored to the specific plan, with higher-tier plans offering more frequent and extensive services. All plans are designed to maintain the aesthetic and durability of your stone bench-tops, with services conducted by our team of experienced professionals.

  1. Exclusions and Limitations

The after-care services do not cover damages resulting from misuse, neglect, or natural disasters. Services are also limited to the specific bench-tops registered under the plan, and any alterations or modifications to the bench-top without our prior approval may void the after-care service.

Accidental damage under normal homeowner use is covered under eligible Nu-Cover® service plans in accordance with the service level selected and subject to the terms of this policy.

Marble Etching

  • Exclusion from Standard Plans: Etching on marble surfaces is not covered under any of our standard after-care service plans (Bronze, Silver, Gold, or Platinum).
  • Specialised Service: Repairing or addressing etching on marble requires specific techniques and materials and therefore falls outside the scope of our regular repair and maintenance services.
  • Discounted Service Rate: Recognising the importance of maintaining the pristine condition of your marble surfaces, we offer specialised services to address etching at a discounted rate for our valued customers.
  • Service Request: To avail of this service, customers are encouraged to contact us directly. Our team will assess the extent of the etching and provide a quote reflecting the discounted rate.
  • Understanding Etching: Etching occurs when acidic substances come into contact with the marble, leading to a chemical reaction that can dull and damage the surface. This type of damage is different from staining and requires a different approach for repair and restoration.
  • Contact and Quote: For more information or to request a quote for our etching repair services, please reach out to our customer service team at info@nu-cover.com.au

  1. Customer Obligations

   Customers are required to provide timely access to their bench-tops for scheduled services and are encouraged to follow our care guidelines to maintain their bench-tops’ condition. Prompt reporting of any issues or damages is also crucial for effective after-care.

  1. Service Request Process

Service requests will be undertaken through the online portal. Customers should provide a description of the issue with accompanying photos. We aim to respond to service requests promptly, with priority bookings available under the Platinum Plan.

  1. Cancellation and Renewal

Customers can cancel their service plan at any time; however, no refunds are offered once services have been accessed. Renewal options are provided before the expiry of the current term, ensuring uninterrupted after-care for your bench-top.

  1. Liability and Dispute Resolution

Our liability is limited to the provision of after-care services as per the purchased plan. Any disputes arising from the services provided will be addressed through internal resolution mechanisms first. If unresolved, disputes may be escalated to mediation or legal arbitration in Queensland, Australia.

  1. Amendments to Terms and Policy

Nu-Cover® reserves the right to amend the terms of service and policy details. Customers will be notified of significant changes through direct communication or via updates on our website.

  1. Governing Law

This policy and the services provided by Nu-Cover® are governed by the laws of Queensland, Australia, and any disputes will be resolved under the jurisdiction of these laws.

  1. Contact Information

For any enquiries, customers can contact us at info@nu-cover.com.au or phone 07 5211 0721, where our dedicated team is ready to assist.

  1. Glossary of Terms

A comprehensive glossary is available, providing clear definitions of technical terms and industry-specific jargon used in our policies and communications.

  1. FAQ

Our FAQ section addresses common questions and concerns, offering insights into service processes, plan details, and care advice.

  1. Provision of Services Agreement
  • Service Execution by Nu Life Stone Care PTY LTD: The services encompassed by this agreement, encompassing all repair and maintenance tasks related to stone bench-tops, are exclusively provided and executed by Nu Life Stone Care PTY LTD, ABN 46 663 529 762. To maintain the highest standards in stone care, our approach to service provision is twofold:

  • Direct Services by Nu Life Stone Care: Our team, consisting of skilled and professionally trained technicians, is fully equipped to conduct all necessary repairs and maintenance tasks. With extensive experience in stone care, our in-house team ensures each task is performed with utmost precision and expertise.

  • Collaboration with Approved Third Parties: In specific scenarios where external expertise is required, we collaborate with third-party repair technicians. While these technicians operate independently of Nu Life Stone Care PTY LTD, they undergo a rigorous vetting process to meet our standards. This ensures they align with our commitment to quality and expertise.

  • Assurance of Quality and Standards: Regardless of whether services are provided directly by Nu Life Stone Care or through our approved third-party affiliates, adherence to stringent quality standards and guidelines is non-negotiable. This unified approach guarantees the highest level of service delivery and customer satisfaction, maintaining the integrity and beauty of your stone bench-tops.

  1. Consumer Rights

This service is provided in addition to and does not exclude any Consumer Guarantees under the Australian Consumer Law.

  1. Acknowledgement and Agreement

By purchasing a Nu-Cover® after-care service plan, customers acknowledge and agree to the terms and conditions outlined in this policy, ensuring a clear understanding and agreement to our service framework.

  1. Privacy Policy

Please see our PRIVACY POLICY for details on how we manage your personal information.

 

Fair Use 

 

Fair Use Policy for Nu-Cover Platinum Plan 

The Platinum Plan offered by Nu-Cover provides unlimited repairs and exclusive benefits for our valued customers. To ensure fairness and quality of service for all customers, the following Fair Use Policy applies: 

  1. Purpose

This policy is designed to maintain equitable access to our services and ensure that repairs are conducted efficiently while protecting against misuse of the plan. 

  1. Scope

This policy applies to all customers enrolled in the Platinum Plan and governs the use of the unlimited repair benefit.

  1. Definition of Unlimited Repairs

Unlimited repairs under the Platinum Plan are offered subject to reasonable and fair use. Repairs covered by the plan include: 

– Minor cosmetic damage (e.g., small chips, cracks, scratches). 

– Major structural issues requiring professional restoration. 

Repairs are limited to bench-tops covered under the Nu-Cover warranty. 

  1. Fair Use Guidelines

While the Platinum Plan offers unlimited repairs, it is intended for normal wear and tear or accidental damage. The following conditions apply: 

  1. Reasonable Frequency: Excessive or repetitive repair requests beyond what is typically required for maintenance or accidental damage may trigger a review under this policy.
  2. Covered Repairs: Repairs must align with the terms of the Nu-Cover warranty. Damage caused by neglect, misuse, or improper care will not be covered.
  3. Exclusions: The Platinum Plan does not cover pre-existing damage or damage resulting from unauthorised modifications or repairs.

  1. Assessment and Review

Nu-Cover reserves the right to review repair requests to ensure compliance with this policy. 

– If repair usage is deemed excessive or unreasonable, Nu-Cover may contact the customer to discuss their usage and propose alternative solutions. 

– In cases of repeated misuse, Nu-Cover reserves the right to restrict or suspend plan benefits. 

  1. Compliance

By enrolling in the Platinum Plan, customers agree to abide by this Fair Use Policy. Nu-Cover remains committed to delivering the highest quality service to all our customers under fair and equitable terms. 

  1. Modifications to the Policy

Nu-Cover reserves the right to modify this Fair Use Policy at any time. Customers will be notified of any changes that may affect their plan benefits.

 

 

Partner Terms

 

Nu-Cover Partner Terms and Conditions

Effective upon acceptance via digital acknowledgement (check mark) at sign-up within the Nu-Cover platform

These Terms and Conditions (“Agreement”) set forth the terms governing the relationship between the Reseller (“you”) and Nu Life Stone Care Pty Ltd, trading as Nu-Cover (“Nu-Cover”), an Australian company. By registering as a Reseller and accepting these terms, you agree to abide by the following conditions, which are legally binding under Australian law.

  1. Appointment and Scope

1.1. Nu-Cover appoints you as a non-exclusive reseller authorised to promote and sell Nu-Cover warranty products to eligible customers. 

1.2. You may not present yourself as an agent or employee of Nu-Cover. You act in your own capacity and at your own risk when offering Nu-Cover warranties.

  1. Exclusivity of Warranty Offering

2.1. You agree not to market, sell, or promote any third-party extended warranty or equivalent service that directly competes with Nu-Cover during the term of this agreement. 

2.2. This exclusivity applies to any warranty coverage offered alongside or in place of Nu-Cover products, whether bundled, optional, or independently offered.

  1. Customer Registration, Activation, and Suspension Policy

3.1. A Nu-Cover warranty policy will be provisionally registered upon submission by the Partner, but will not be considered active or valid until full payment has been received by Nu-Cover, and installation of the bench-tops have been completed to the satisfaction of the customer.

3.2. If full payment is not received within 90 calendar days of the registration date, the corresponding warranty will be automatically suspended.

3.3. Upon suspension, Nu-Cover will issue a notice directly to the registered customer informing them that their warranty has been placed on hold due to non-payment and is not currently valid.

3.4. A suspended warranty can be reinstated at any time upon receipt of the full outstanding payment, at which point the policy will become active from the original date of registration unless otherwise specified in writing.

  1. Reseller Payment Obligations

4.1. Resellers are responsible for ensuring timely and accurate payment to Nu-Cover for all submitted warranty registrations.

4.2. All payments must be made in full, without deduction or set-off, using the approved payment methods specified by Nu-Cover.

4.3. Payment is due by the invoice due date. Failure to pay within 90 days from the registration date will result in automatic suspension of the related customer warranty in accordance with clause 3.

4.4. Nu-Cover reserves the right to charge interest on overdue invoices at a rate of 10% per annum, calculated daily, until the outstanding amount is paid in full.

4.5. Warranty policies will only be reactivated upon cleared payment of all outstanding fees. Reactivation does not remove any liability for delay-related issues arising during the suspension period.

  1. Marketing, Branding, and Representation

5.1. You agree to use only authorised Nu-Cover branding, documentation, and sales materials as supplied or approved by Nu-Cover. 

5.2. You must not alter, obscure, or create derivative versions of these materials without prior written consent. 

5.3. All marketing and sales efforts must truthfully represent Nu-Cover warranty coverage and benefits. Misrepresentation may result in immediate termination of your reseller status.

  1. Compliance with Laws

6.1. You must comply with all applicable Australian consumer and business laws, including the Australian Consumer Law (ACL) and any relevant fair trading legislation in your state or territory.

  1. Termination

7.1. Nu-Cover may suspend or terminate this agreement immediately if you: 

– Breach any of these terms; 

– Fail to make timely payment; 

– Offer competing warranty products; or 

– Act in a way that damages Nu-Cover’s brand or reputation. 

7.2. Upon termination, all outstanding invoices remain payable, and you must immediately cease use of all Nu-Cover materials.

  1. Confidentiality

8.1. You agree to keep confidential all commercial, financial, or operational information provided by Nu-Cover, including customer data and proprietary documents.

  1. Liability and Indemnity

9.1. To the maximum extent permitted by law, Nu-Cover is not liable for indirect, incidental, or consequential losses arising from your activities. 

9.2. You agree to indemnify Nu-Cover against any third-party claims, liabilities, or losses arising from your breach of this agreement or unlawful conduct.

  1. Governing Law

10.1. This Agreement is governed by the laws of Queensland, Australia. Both parties submit to the non-exclusive jurisdiction of the courts of Queensland.

  1. Acceptance

11.1. By clicking “I Agree” or otherwise acknowledging acceptance of these terms, you confirm that: 

– You have read and understood the Agreement; 

– You are authorised to act on behalf of your business or organisation; and 

– You agree to be legally bound by its terms.