Terms of Service

Elite Restoration — Australia Wide With Pride

These terms apply to the restoration services Elite Restoration provides (water, fire and smoke, mould, biohazard, and related works). By authorising work, you accept the terms below. They sit alongside — and never reduce — your rights under the Australian Consumer Law.

Health, safety & site access

Restoration works may involve industrial equipment, chemicals, moisture-control systems, and restricted zones. For safety, occupants, children, and pets must stay out of active work areas and away from equipment, hoses, cords, and containment barriers.

• Don't touch or operate our equipment, tools, or containment barriers.
• Mind trip hazards; floors may be wet, slippery, or uneven during and after works.
• Equipment (air movers, dehumidifiers, heaters, negative-air machines) must stay running unless we authorise shutdown.
• Tell us about known hazards before work begins (asbestos, structural instability, electrical faults, contamination, vermin, unsafe flooring, restricted access).
• We may pause or stop works if safe conditions can't be maintained.

Scope of restoration services

We apply industry-approved methods with due care and skill, on a best-effort basis to mitigate further damage and improve outcomes. We can't guarantee a full return to pre-loss condition — results vary with material type, exposure time, contamination level, and prior condition. Some damage (swelling, delamination, corrosion, staining, warping, odour absorption, microbial penetration) may be irreversible, and not all items can be salvaged.

Pre-existing & hidden conditions

We're not liable for pre-existing, concealed, or progressive conditions not detectable at initial inspection, including:

• Long-term moisture intrusion, pre-existing mould, or underlying building defects;
• Structural rot, weakened substrates, or corrosion;
• Non-compliant building materials or installations;
• Asbestos-containing or other hazardous materials.

Such conditions may only become apparent once materials are removed or works commence.

Service-specific terms

Fire & smoke damage

• Smoke odours, staining, and corrosion may persist despite treatment; heat can weaken materials beyond visible damage.
• Smoke/heat-affected appliances and electrical items are restored at customer or insurer risk unless replacement is authorised.
• We can't guarantee complete odour elimination where materials are heavily penetrated or odours are embedded in cavities or contents.

Water damage

• Works can only proceed once the source has ceased, been isolated, or made safe. Pricing and duration depend on drying progress and site conditions.
• Equipment hire and monitoring may be charged per day until drying targets are met; extra days or equipment may be needed.
• We're not responsible for delays from restricted access, power outages, customer interference, or inability to maintain required conditions.

Mould remediation

• Outcomes depend on addressing the underlying moisture source; complete eradication can't be guaranteed unless moisture is corrected and re-wetting prevented.
• Any written warranty is subject to keeping indoor humidity below 60% and preventing re-wetting.
• We're not liable for recurrence caused by leaks, condensation, poor ventilation, building defects, environmental factors, or occupant behaviour.

Biohazard & contamination

• For sewage, biohazard, trauma, or contamination works, our services are limited to cleaning, decontamination, and disposal as quoted; structural replacement or repairs are excluded unless separately authorised.
• To the maximum extent permitted by law, we're not responsible for loss of use, indirect, or consequential losses from contamination events.

Quotes, estimates & variations

• Quotes are based on visible conditions and information available at the time; scopes can change as hidden damage is found.
• Additional works require approval from you and/or your insurer.
• If works are declined after commencement, we may charge for work completed, call-outs, and equipment time already incurred.

Insurance claims

Where works relate to an insurance claim, Elite acts as the restoration contractor, not the insurer. We don't determine coverage, authorise claim payments, or control insurer timeframes.

• Approval delays, coverage disputes, claim denials, and insurer payment delays are not our responsibility.
• You remain liable for payment where an insurer declines, reduces, or delays payment, or where works fall outside coverage.

Access, utilities & responsibilities

You must provide and maintain reasonable access and operating conditions, including:

• Safe access to the property and work areas;
• Electricity for restoration equipment;
• Clear, safe workspaces free of hazards where reasonably practicable;
• Timely communication about changes, concerns, or restrictions.

Failure to meet these may delay works and/or incur additional charges.

Cancellation & suspension

We may charge a cancellation or suspension fee where sufficient notice isn't given, access is denied, safety is compromised, your instructions prevent reasonable completion, or payment obligations aren't met. Minimum fees may apply depending on booking type, crew allocation, and equipment scheduling.

Payment terms

Default terms are Cash on Delivery (C.O.D.) unless agreed otherwise in writing. Insurance excesses, gaps, and non-covered items remain payable by you. A late-payment surcharge may apply to overdue invoices; for non-payment we may engage a debt collector, with costs borne by the customer to the extent permitted by law.

Limitation of liability

To the maximum extent permitted by law, our liability is limited to the value of the services provided. We're not liable for indirect, incidental, or consequential loss (including loss of profit, loss of use, or additional living expenses). No warranty is provided beyond what's expressly stated in writing, and outcomes may vary due to factors outside our control.

Your rights under Australian law

Nothing in these terms limits or replaces the consumer guarantees you're entitled to under the Australian Consumer Law. By authorising Elite Restoration and Maintenance to proceed, you acknowledge you've read, understood, and accepted these terms.

Last updated: May 2026