On-Site Installation Terms and Conditions

On-Site Installation Terms and Conditions

Last updated: 23 March 2026

1. Definitions

“Company,” “We,” “Us,” or “Our” refers to CustomLink Pty Ltd.

“Customer,” “You,” or “Your” refers to any individual or organisation purchasing or using our products or services.

“Products” refers to all security, automation, and related equipment supplied by CustomLink.

“Services” refers to installation, configuration, maintenance, support, consultation, or related assistance provided by CustomLink or authorised agents.

“Remote Support” means assistance provided via phone, video call, or remote-access software such as TeamViewer, allowing CustomLink to view or configure a system remotely.

2. Quotation and Acceptance

If you wish to proceed with a quotation, please arrange payment directly into our bank account as outlined in the quotation document.

Bank details are listed at the bottom of each quote. A deposit invoice and progress claim invoice can be issued upon request.

All quotations are valid for 30 days from the date of issue unless otherwise stated in writing.

Acceptance occurs when the Customer does any of the following:

  • Approves the quotation in writing
  • Signs and returns a quote acceptance form
  • Places an order
  • Makes a payment or deposit
  • Authorises CustomLink to proceed with ordering, pre-configuration, scheduling, or installation

CustomLink’s obligation to supply goods or services is subject to final acceptance and product availability.

Prices for individual components intended to integrate with a main system are valid only when supplied and/or installed at the same time as that system. Supply or installation at a later date may incur additional charges.

By proceeding with an order, approving a quotation, making payment, or authorising CustomLink to proceed, the Customer acknowledges and agrees to be bound by these Terms and Conditions and the applicable website policies.

3. Installation and Setup

3.1 On-Site Installation

CustomLink technicians carry out installation, configuration, testing, and handover.

All installations include system setup, testing, handover guidance, and the applicable on-site labour warranty.

The Customer must provide safe access, power, and internet connectivity where required.

If access is delayed or the site is not ready, additional call-out, waiting, or rescheduling fees may apply.

A Customer or authorised representative must be present throughout installation to confirm access, functionality, and authorise work.

Where applicable, systems may be pre-configured and bench-tested before installation to reduce setup time and minimise on-site risk.

Once products have been opened, prepared, configured, programmed, bench-tested, pre-configured, or otherwise custom-prepared for an on-site installation, they cannot be cancelled, refunded, or returned, except where a valid warranty claim or consumer guarantee applies.

Products marked as special order, special, non-stocked, custom-built, project-specific, or sourced specifically for the installation also cannot be cancelled, refunded, or returned once ordered from the supplier, except where a valid warranty claim or consumer guarantee applies.

CustomLink accepts no responsibility for construction or network delays, including unavailable internet, incomplete power, or unfinished site conditions, that prevent final setup, testing, or handover. In such cases, applicable progress payments still apply.

3.2 Supply-Only or Customer Installation

For supply-only orders, CustomLink’s responsibility is limited to supplying functional products.

The Customer is responsible for:

  • Correct installation
  • Configuration
  • Compliance with Australian Standards
  • Safe use of the products

Where licensing or regulated installation work applies, the Customer or their installer is responsible for ensuring the work is performed by an appropriately licensed person. Refer to Licensing & Installation Compliance for more information.

Warranty applies to the product only, not labour or travel.

Any on-site service requests will incur standard call-out rates.

CustomLink is not responsible for damage, faults, or performance issues caused by incorrect, incomplete, or unauthorised installation.

3.3 Additional Attendance and Delays

Where CustomLink is unable to complete installation, final setup, testing, or handover due to site conditions outside our control, additional charges may apply for return visits, waiting time, rescheduling, or extended labour.

This may include delays caused by:

  • Incomplete building works
  • Restricted site access
  • Missing power
  • Missing internet
  • Unavailable customer or site representative
  • Incomplete third-party works
  • Unresolved cabling or network faults

4. Payment Terms

4.1 Purchase Online or Supply-Only

With or without Pre-Configuration
100% Payment is required before your order is processed.

4.2 On-Site Installation – Buildings Under Construction or Renovation

  • 30% Deposit required before scheduling work
  • 50% Progress Payment after pre-wire or at least two weeks before fit-off
  • 10% Progress Payment after fit-off
  • Remaining 10% due upon completion, including final setup and handover, within one month of fit-off

If the site is not ready for completion one month after fit-off, for example due to construction delays, unavailable internet, incomplete power, or unfinished site conditions, an additional 5% payment will be required one month after fit-off, leaving the final 5% payable upon completion within three months after fit-off.

If the site remains incomplete three months after fit-off, the final 5% must be paid before our return for completion.

4.3 On-Site Installation – Existing Buildings

No Renovation

Up to Two Days of Installation

  • 50% Deposit before scheduling work
  • Remaining Balance due on completion

More Than Two Days of Installation

  • 50% Deposit before scheduling work
  • 20% Progress Payment on the second installation day
  • 20% Progress Payment on the fourth installation day, if installation extends to four days or more
  • Remaining Balance due on completion

4.4 Payment Methods

CustomLink Pty Ltd does not offer credit accounts.

All invoices are Cash On Delivery (COD) or due upon receipt.

Payment may be made by:

  • Direct deposit
  • Cash on-site

Card payments are available only via our online store.

5. Use of Systems

The Customer must ensure all systems comply with applicable laws and regulations.

All systems require regular inspection, maintenance, and updates to help ensure optimal performance and compliance.

The Customer is responsible for using the system lawfully and ensuring that all monitoring, recording, automation, and access control functions are used in accordance with applicable legal requirements.

6. On-Site Installation Exclusions

Unless specified in writing, quotations exclude:

  • 240 Volt electrical work to be performed by a licensed electrician
  • Trenching, chasing, patching, or painting
  • Supply or installation of conduit, ducting, trays, or mechanical cable pathways
  • Cabling beyond standard accessible areas
  • Cables installed in full-length conduits where no cavity exists
  • Encoders, converters, or signal adapters
  • Hire or supply of access equipment such as scissor lifts, boom lifts, or scaffolding
  • Lead-in cabling for telephone, internet, Foxtel, or external power
  • Rectification of existing faulty cabling, network, or third-party equipment
  • Additional site visits caused by delays, restricted access, or unfinished works

7. Product Limitations and Disclaimers

To the maximum extent permitted by law:

CustomLink is not liable for indirect, incidental or consequential loss arising from circumstances outside CustomLink’s reasonable control, including loss caused by:

  • Internet, network or power failure
  • Third-party products, services or software
  • Customer or third-party changes
  • Misuse, inadequate maintenance or unauthorised access
  • Environmental conditions
  • Failure of a security, surveillance or automation system to prevent an incident

Where CustomLink is legally entitled to limit its liability, CustomLink’s liability may be limited, at CustomLink’s option, to:

  • Repairing or replacing the affected product
  • Supplying the affected service again
  • Paying the reasonable cost of having the product repaired or replaced
  • Paying the reasonable cost of having the service supplied again

Any limitation of liability applies only where permitted by law and does not apply to liability that cannot lawfully be excluded or limited.

Nothing in this disclaimer excludes, restricts or modifies:

  • Any right or remedy under the Australian Consumer Law
  • Any consumer guarantee
  • Liability for fraud or wilful misconduct
  • Any other liability that cannot lawfully be excluded or limited

8. Returns and Refunds – Supply-Only Purchases

Returns are accepted within 30 days of purchase for unused, undamaged goods in original packaging, with proof of purchase.

Returned items are subject to inspection prior to approval.

Freight for returns is the Customer’s responsibility unless otherwise required under the Australian Consumer Law (ACL).

8.1 Special Order and Non-Returnable Items

Products or components that are special order, marked as special, non-stocked, custom-built, project-specific, or sourced specifically for a customer project are non-cancellable and non-returnable once ordered from the supplier, except where a valid warranty claim or consumer guarantee applies.

Products that have been opened, configured, programmed, bench-tested, pre-configured, or otherwise custom-prepared for the customer or installation are also non-cancellable and non-returnable, except where a valid warranty claim or consumer guarantee applies.

Where feasible, CustomLink will advise if any items in a quotation are classified as special order, non-stocked, custom-built, project-specific, or non-returnable prior to order confirmation.

9. Warranty and Support

Unless otherwise specified:

  • Equipment supplied includes a 12-Month Parts-Only Warranty
  • On-site services include a 12-Month Labour-Only Warranty
  • Warranty applies to the Original Purchaser Only

“Services” refers to technician attendance for repair, modification, upgrade, or installation.

Remote support services are governed by our Support Scope & Service Guide and Remote Support Disclaimer & Terms.

9.1 Warranty – On-Site Installation

Warranty covers products and workmanship under normal use.

Faults covered by warranty will be repaired or replaced on-site at no cost, subject to the applicable warranty terms.

Unless otherwise stated in writing, all on-site visits may incur a call-out fee plus time on site, regardless of whether work is carried out. This includes warranty visits where the issue is found to be unrelated to:

  • Product fault
  • CustomLink workmanship
  • CustomLink installation scope

Charges may apply where attendance is required for issues caused by or related to:

  • Third-party equipment
  • Existing site wiring
  • Network or internet problems
  • Power supply issues
  • Customer or third-party changes
  • Environmental or external factors
  • Incorrect installation by others
  • No fault found on attendance

This applies whether or not repair work is ultimately carried out.

Responsibility for Installed Equipment

Once any equipment has been installed into the Customer’s property, whether commissioned or not, it becomes the Customer’s responsibility to protect that equipment from loss, theft, or damage.

CustomLink accepts no liability for any damage, loss, or theft occurring after installation, regardless of whether the system has been commissioned, tested, or handed over.

9.2 Warranty – Supply-Only Purchases

Back-to-Base Warranty
Supply-only purchases include the manufacturer’s standard warranty, typically 12 to 36 months depending on the product.

Faulty items must be returned for inspection, assessment, repair, or replacement.

9.3 Technical Support

On-site installation customers receive support in accordance with the published Support Scope & Service Guide.

Supply-only customers may receive basic phone or email support. On-site visits are charged at standard rates.

Remote support requires:

  • Active internet access
  • Customer or installer cooperation
  • Appropriate authorisation

Remote support services are governed by our Support Scope & Service Guide and Remote Support Disclaimer & Terms. On-site support is also subject to these On-Site Installation Terms & Conditions where applicable.

9.4 Exclusions

Warranty and support do not cover:

  • Misuse
  • Negligence
  • Unauthorised modification
  • Electrical surges
  • Lightning damage
  • Environmental damage
  • Third-party network or software faults
  • Normal wear and tear
  • Incorrect installation by others
  • Damage caused by external factors outside CustomLink’s control

10. Data and Privacy

Customers are responsible for ensuring that their operation of installed systems complies with applicable privacy, surveillance, workplace, recording and data-handling requirements. This includes determining the purpose of collection, providing appropriate notices, managing access, setting retention periods and controlling the use and disclosure of recorded information.

CustomLink accepts no liability for unauthorised access, use, or disclosure of recorded data where such access is outside CustomLink’s control.

Any cloud or monitoring services are also subject to the applicable Privacy Policy.

10.1 Facial Recognition and Biometric Functions

Where facial-recognition, biometric identification or watchlist functions form part of the Products or Services:

  1. CustomLink will supply, install or configure the technical system according to the scope stated in the quotation and the settings approved by the Customer.
  2. Before activation, the Customer must confirm the following where applicable:
    • the intended security purpose;
    • the cameras and areas using facial recognition;
    • temporary face-capture retention;
    • ordinary CCTV retention;
    • authorised system users;
    • authorised watchlist approver;
    • authorised persons permitted to search or export data;
    • watchlist review arrangements;
    • required signage and privacy notices; and
    • staff alert and response procedures.
  3. The Customer is responsible for determining whether its proposed collection and use of facial or biometric information is lawful, necessary and appropriate.
  4. The Customer is responsible for:
    • displaying and maintaining required notices;
    • maintaining its own privacy policy and operating procedures;
    • approving, reviewing and removing watchlist entries;
    • controlling user access;
    • training staff;
    • managing privacy enquiries and complaints;
    • deciding what action is taken following an alert; and
    • complying with applicable privacy, surveillance, workplace and industry requirements.
  5. Facial-recognition alerts are advisory only and require human review. A potential match must not be treated as conclusive proof of identity or wrongdoing.
  6. CustomLink will not add a person to a watchlist, export biometric information or materially change biometric retention settings without approval from the Customer’s authorised representative.
  7. Where CustomLink is authorised to access the system remotely, that access will be limited to the agreed installation, configuration or support purpose.
  8. The Customer must notify CustomLink before:
    • expanding facial recognition to additional cameras or areas;
    • changing the approved purpose;
    • materially increasing retention periods;
    • granting access to additional users; or
    • requesting additional watchlist or biometric functions.
  9. CustomLink does not provide legal advice and does not warrant that a particular Customer use of facial-recognition or biometric technology complies with all applicable laws.
  10. Nothing in this clause excludes any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Further information is available in the Security Systems & Biometric Privacy and Facial Recognition Information pages published on the CustomLink website.

11. Limitation of Liability

To the maximum extent permitted by law:

CustomLink is not liable for indirect, incidental or consequential loss arising from circumstances outside CustomLink’s reasonable control, including loss caused by:

  • Internet, network or power failure
  • Third-party products, services, software or infrastructure
  • Customer or third-party changes
  • Misuse, inadequate maintenance or unauthorised access
  • Environmental or site conditions
  • Failure of a security, surveillance, access control or automation system to prevent an incident

Where CustomLink is legally entitled to limit its liability, CustomLink’s liability may be limited, at CustomLink’s option, to:

  • Repairing or replacing the affected product
  • Supplying the affected service again
  • Paying the reasonable cost of having the product repaired or replaced
  • Paying the reasonable cost of having the service supplied again

Any financial or other limitation of liability applies only where permitted by law and does not apply to liability that cannot lawfully be excluded or limited.

Nothing in these Terms excludes, restricts or modifies:

  • Any right or remedy under the Australian Consumer Law
  • Any consumer guarantee
  • Liability for fraud or wilful misconduct
  • Any other liability that cannot lawfully be excluded or limited

12. Software and Firmware

Software or firmware remains the property of its manufacturer or licensor.

Customers are granted a non-exclusive, non-transferable licence for use solely with the associated product.

Regular updates may be required to help maintain performance and security.

12.1 Software Platforms, Licensing, and Remote Access

Where software platforms, PC viewing software, digital signage software, cloud access, port forwarding, or remote access methods form part of the products or services supplied by CustomLink, setup and support are limited to the scope specified in writing.

Unless otherwise stated in writing:

  • PC software does not automatically form part of any CCTV, access control, intercom, or digital signage installation
  • Licensing fees for paid software platforms are separate
  • Software setup is limited to the devices, workstations, functions, locations, and time allowances specified in the quotation or service scope
  • Additional setup at a later date, on additional PCs, on additional devices, or at other sites may incur additional charges

Software performance, cloud access speed, PC responsiveness, and remote access reliability depend on manufacturer limitations, internet service, network conditions, router configuration, customer hardware, and third-party software environments.

CustomLink is not responsible for limitations, delays, or security risks caused by customer-approved remote access methods, third-party network conditions, unsupported hardware, or changes made after setup.

For product-specific software and remote access guidance, refer to the applicable CustomLink website policies.

13. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia.

Any disputes shall be resolved exclusively in the courts of Queensland.

For support scope, service boundaries, and remote support terms, refer to the applicable: