Terms and Conditions for On-Site Installation

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 and progress claim invoice can be issued upon request.)

All quotations are valid for 30 days from the date of issue.
Acceptance occurs when the Customer places an order, makes a payment or deposit, or signs and returns a quote acceptance form.
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, the Customer acknowledges and agrees to be bound by these Terms and Conditions.

Quote Acceptance Acknowledgement
Signed for and on behalf of the Customer:

Signature: ___________________________________________

Name: _______________________________________________

Date: _______________________________________________
I hereby authorise and request the supply and/or installation of the security, surveillance, or automation system described in this quotation (and attachments, if applicable), subject to the Terms and Conditions contained herein, which I have read and understood.

3. Installation and Setup

3.1 On-Site Installation (by CustomLink or Authorised Technicians)
CustomLink technicians carry out installation, configuration, testing, and handover.

All installations include on-site warranty, commissioning, and training.

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

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

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

Most systems are pre-configured and bench-tested before installation to ensure seamless commissioning and minimise on-site risk.

Once pre-configuration has commenced, the equipment is considered custom-prepared and cannot be returned to our suppliers.

CustomLink accepts no responsibility for construction or network delays (such as unavailable internet or incomplete power) that prevent commissioning or handover. In such cases, the progress payments above 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 the correct installation, configuration, and compliance with Australian Standards.

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 or unauthorised installation.

Section 3.3 – Payment Terms

Purchase Online or Supply-Only (with or without Pre-Configuration)

• 100 % payment is required before your order is processed.

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 (commissioning and handover) within one month of fit-off. 
  • If the site is not ready for completion one month after fit-off (e.g., construction delays or no internet), 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.

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.

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 or cash on-site.
• Card payments are available only via our online store.

4. Use of Systems
The Customer must ensure all systems comply with applicable laws and regulations. All systems require regular inspection, maintenance, and updates to ensure optimal performance and compliance.

5. Product Limitations and Disclaimers

5.1 Alarm and Security Systems
While CustomLink’s alarm systems are highly advanced and secure, they cannot guarantee protection against burglary, fire, or other emergencies. Limitations may arise from improper installation or sensor placement, detection range, battery performance, signal interference, lack of maintenance, power disruption, or system compromise. Your alarm system should be considered one of several risk-reduction tools, alongside insurance coverage, fire prevention systems, and smoke or sprinkler systems. Regular maintenance and updates are strongly recommended.

5.2 Standard Surveillance Cameras
Standard surveillance cameras provide visual recording and monitoring for deterrence and investigation. They do not guarantee the prevention of theft, vandalism, or unauthorised access. Performance depends on proper installation, placement, lighting, and maintenance.

5.3 Thermal Cameras
Thermal cameras assist in early detection of abnormal heat or potential fire risks. However, they do not replace certified smoke detectors or fire alarm systems, may be less effective in smoke or high-heat conditions, require regular calibration and cleaning, and must not be used as medical devices. Thermal cameras should form part of a comprehensive fire prevention plan.

5.4 Automation Systems
Automation systems provide convenience and integration for connected devices but do not guarantee safety or security. They should not replace supervision or physical safeguards. Performance relies on correct setup, network reliability, and stable power supply.

5.5 Access Control Systems
Access control systems help manage entry through devices such as keypads, RFID cards, or biometric readers. They assist in preventing unauthorised entry but cannot guarantee complete security. Limitations may include lost credentials, power failure, tampering, or outdated firmware. These systems should be part of an integrated security strategy. Regular testing and maintenance are essential.

6. On-Site Installation Exclusions
Unless specified in writing, quotations exclude:

• 240 Volt electrical work (to be performed by a licensed electrician).
• Cabling beyond house walls (e.g. intercoms or gates).
• Trenching, chasing, patching, or painting before, during, or after installation.
• Cables installed in full-length conduits where no cavity exists.
• Encoders, converters, or signal adapters.
• Hire or supply of access equipment (e.g. scissor lifts, boom lifts, scaffolding).
• Lead-in cabling for telephone, internet, Foxtel, or external power.

7. 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).

7.1 – Special Order & Non-Returnable Items

Products or components that are special-order items or non-stocked items sourced specifically for a customer project are non-returnable once ordered from the supplier.

Where feasible, CustomLink will advise if any items in your quotation are classified as special order or non-returnable prior to order confirmation.

8. 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.
These services exclude Remote Support, which is governed by our Support Policy & Disclaimer: https://customlink.com.au/pages/support-policy-and-disclaimer

8.1 Warranty – On-Site Installation
Covers products and workmanship under normal use. Faults covered by warranty will be repaired or replaced on-site at no cost.

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 not related to workmanship or product fault.

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.

8.2 Warranty – Supply-Only Purchases (Back-to-Base Warranty)
Includes the manufacturer’s standard warranty (typically 12–36 months). Faulty items must be returned for inspection or replacement. 

8.3 Technical Support
On-site customers: Complimentary phone, email, and remote support during warranty.

Supply-only customers: Basic phone/email support; on-site visits charged at standard rates.

Remote support requires active internet access and authorisation.

All remote and on-site support services are governed by our Support Policy & Disclaimer, available at https://customlink.com.au/pages/support-policy-and-disclaimer.

8.4 Exclusions
Warranty and support do not cover misuse, negligence, unauthorised modification, electrical surges, environmental damage, third-party network or software faults, or normal wear and tear.

9. Data and Privacy
Customers are responsible for ensuring compliance with privacy and surveillance laws regarding recorded data. CustomLink accepts no liability for unauthorised access, use, or disclosure of such data. Any cloud or monitoring services are subject to our Privacy Policy, available at www.customlink.com.au.

10. Limitation of Liability
To the fullest extent permitted by law:

•  CustomLink’s total liability for any claim is limited to the amount paid for the relevant product or service.
• We are not liable for indirect or consequential losses, including data loss, business interruption, or profit loss.
• Nothing in these Terms excludes or limits rights guaranteed under the Australian Consumer Law (ACL).

11. 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 are required to maintain performance and security.

12. Governing Law
The laws of Queensland, Australia govern these Terms and Conditions. Any disputes shall be resolved exclusively in the courts of Queensland.

For detailed conditions relating to remote or on-site technical support, refer to our Support Policy & Disclaimer: https://customlink.com.au/pages/support-policy-and-disclaimer