On-Site Installation Terms and Conditions

Last updated: 8 October 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, any Warranty Policy included with the quotation, and the applicable CustomLink website policies in effect on the date of the quotation or order.

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, change-of-mind cancellation, return or store credit is not available. This does not exclude or limit any rights or remedies available under the Australian Consumer Law.

Products marked as special order, special, non-stocked, custom-built, project-specific, or sourced specifically for the installation are not eligible for change-of-mind cancellation, return or store credit once ordered from the supplier. This does not exclude or limit any rights or remedies available under the Australian Consumer Law.

Where construction delays, unavailable internet, incomplete power, unfinished site conditions, network issues or other circumstances outside CustomLink's control prevent final setup, testing or handover, applicable progress payments and any reasonable additional attendance, rescheduling or labour charges may still apply in accordance with these Terms and the applicable quotation.

3.2 Supply-Only or Customer Installation

For supply-only orders, CustomLink supplies the products and any specifically quoted pre-configuration or support services. Installation, regulatory compliance, cabling, mounting and physical setup remain the responsibility of the Customer and/or their installer unless specifically included in writing.

The Customer is responsible for:

Correct installation
Final on-site configuration and setup not specifically included in the quotation
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.

For supply-only purchases, any applicable product warranty does not include installation labour, on-site attendance or travel unless specifically stated in writing or required by law.

Any on-site service requested for a supply-only purchase may incur applicable call-out, travel and time-on-site charges, unless the attendance forms part of a remedy CustomLink is required to provide under the Australian Consumer Law.

CustomLink is not responsible for damage, faults or performance issues to the extent they are caused by incorrect, incomplete or unauthorised installation. This does not limit any rights or remedies available under the Australian Consumer Law..

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, reasonable additional charges may apply for return visits, waiting time, rescheduling or additional labour. Any additional charges will be based on the applicable quoted or current service rates.

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

Unless otherwise agreed in writing between CustomLink and the Customer, the payment schedules below are CustomLink's standard payment terms and apply where permitted by law.

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 following completion of the pre-wire stage and payable at least 2 weeks before commencement of fit-off
10% Progress Payment following completion of fit-off and payable before final setup and handover
Final 10% due upon completion of final setup and handover, where completion occurs within one month after 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, 5% of the total contract price will become payable 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 due at the completion of the first installation day and payable before work continues on the second installation day
20% Progress Payment due at the completion of the third installation day and payable before work continues on the fourth installation day, if required
Remaining Balance due on completion

4.4 Regulated or Statutory Payment Requirements

Where legislation imposes a maximum deposit, progress-payment requirement or other mandatory payment condition, the standard payment terms above do not apply to the extent they are inconsistent with that requirement. For such projects, the applicable quotation will specify a compliant deposit and progress-payment schedule.

4.5 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. 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.

For change-of-mind returns, return freight is the Customer's responsibility unless otherwise agreed. For faulty goods, warranty claims or consumer guarantee claims, return, collection and transportation arrangements and costs will be handled in accordance with the Warranty Policy and the Australian Consumer Law.

7.1 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 not eligible for change-of-mind cancellation, return or store credit once ordered from the supplier. This does not exclude or limit any rights or remedies available under the Australian Consumer Law.

Products that have been opened, configured, programmed, bench-tested, pre-configured, or otherwise custom-prepared for the Customer or installation are not eligible for change-of-mind cancellation, return or store credit. This does not exclude or limit any rights or remedies available under the Australian Consumer Law.

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.

8. Warranty and Support

Unless otherwise specified in the quotation, product listing or applicable manufacturer warranty:

Product warranty periods vary by product and manufacturer.
On-site installation includes a 12-month labour/workmanship warranty unless otherwise stated.
Any CustomLink voluntary warranty applying only to the Original Purchaser is subject to rights and remedies available under the Australian Consumer Law.
Full warranty terms, claim procedures, warranty types and applicable limitations are set out in CustomLink's Warranty Policy.

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

8.1 Warranty – On-Site Installation

Warranty covers products and workmanship under normal use.

Where an on-site visit confirms a fault covered by the applicable CustomLink product or workmanship warranty, no call-out or labour charge will apply for the covered warranty work.

Charges may apply where the issue is found to be unrelated to a covered product fault, CustomLink workmanship or CustomLink installation scope. This may include applicable call-out, travel and time-on-site charges.

Examples of issues that may result in charges include:

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 equipment has been installed at the Customer's property, whether commissioned or not, the Customer is responsible for taking reasonable steps to protect the equipment from loss, theft or damage caused by third parties, construction activity, site conditions or other circumstances outside CustomLink's control.

This does not exclude or limit any liability of CustomLink for loss or damage caused by CustomLink where that liability cannot lawfully be excluded or limited, or any rights or remedies available under the Australian Consumer Law.

8.2 Warranty – Supply-Only Purchases

Back-to-Base Warranty
Supply-only products may include a manufacturer’s warranty, typically 12 to 36 months depending on the product. Any manufacturer’s warranty operates in addition to, and does not replace or limit, rights and remedies available under the Australian Consumer Law.

Where reasonably required, faulty items must be returned to CustomLink for inspection and assessment before repair, replacement or another applicable remedy is determined. Return arrangements and costs will be handled in accordance with the applicable warranty terms and the Australian Consumer Law.

8.3 Technical Support

Customers who purchase systems from CustomLink receive remote support in accordance with the published Support Scope & Service Guide. Additional or advanced remote support may be chargeable where it falls outside the applicable complimentary support scope. On-site support, where available, is chargeable unless specifically included in the quotation or applicable warranty.

Supply-only customers receive remote support in accordance with the applicable Support Scope & Service Guide. On-site visits, where available, are chargeable unless specifically included in the quotation or applicable warranty.

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.

8.4 Exclusions

Unless otherwise required by law, CustomLink’s voluntary warranty and support services 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

9. 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.

9.1 Facial Recognition and Biometric Functions

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

CustomLink will supply, install or configure the technical system according to the scope stated in the quotation and the settings approved by the Customer.
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.
The Customer is responsible for determining whether its proposed collection and use of facial or biometric information is lawful, necessary and appropriate.
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.
Facial-recognition alerts are advisory only and require human review. A potential match must not be treated as conclusive proof of identity or wrongdoing.
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.
Where CustomLink is authorised to access the system remotely, that access will be limited to the agreed installation, configuration or support purpose.
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.
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.
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.

10. 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 the loss was not caused by a product, service or workmanship failure for which CustomLink is legally responsible

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

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 may be required to help maintain performance and security.

11.1 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.

12. Governing Law

These Terms and Conditions are governed by the laws of Queensland, Australia.
The parties submit to the non-exclusive jurisdiction of the courts of Queensland. Nothing in this clause limits any mandatory rights, remedies or jurisdiction that applies under Australian law.

13. Document Priority

If there is any inconsistency between documents forming part of the agreement, the specific scope, inclusions, exclusions, pricing and project-specific terms stated in the quotation take precedence over these Terms and Conditions.

For warranty matters, the Warranty Policy included with or applicable to the quotation applies, except where a specific warranty period or additional warranty benefit is expressly stated in the quotation.
These Terms and Conditions take precedence over general website policies unless the quotation or another applicable document expressly states otherwise.

Nothing in this clause excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable law.

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