OzGloss Australia Service Terms & Conditions
These Service Terms & Conditions apply to services supplied by OzGloss Australia Pty Ltd (ABN 21 702 300 570). They should be read together with the customer’s quotation, vehicle assessment, approved variations and any applicable aftercare instructions.
1. Vehicle Assessment and Suitability
OzGloss Australia assesses each vehicle to determine the condition of the existing paint and clear coat, the appropriate restoration category and whether the vehicle is suitable for the OzGloss restoration process. Initial information, photographs or discussions do not constitute final acceptance of the vehicle for restoration. Final suitability is determined following physical assessment.
2. Quotation and Scope of Work
The quotation sets out the agreed restoration work and pricing based on the condition identified at assessment. Only the panels, areas and services included in the accepted quotation form part of the agreed scope of work. Any additional deterioration, damage or work identified after commencement that falls outside the agreed scope will be discussed with the customer and, where required, quoted as a variation before that additional work proceeds.
3. Payment, Booking and Final Work Authorisation
For services with an agreed service/job total of $1,000 or more including GST, excluding separately quoted travel, a 50% booking payment is required to confirm the booking and reserve workshop capacity. The remaining 50% is payable after the vehicle’s final physical assessment and customer approval, but before controlled sanding, levelling, failed-clear removal, restoration treatment or other material alteration of the clear-coat surface begins.
For services below $1,000 including GST, payment in full is required at booking unless otherwise agreed by OzGloss Australia in writing.
Acceptance of a quotation and payment of a booking amount establishes the booking but does not, by itself, authorise sanding, levelling, failed-clear removal or other material alteration of the vehicle surface.
Before material surface preparation begins, OzGloss Australia will complete the final physical assessment, confirm the final restoration scope and limitations, obtain the customer’s Final Work Authorisation, and satisfy the applicable payment and Restoration Specialist release controls.
4. Customer Approval and Release to Proceed
No controlled sanding, mechanical preparation, removal of failed clear coat or other irreversible preparation will begin until the required assessment, customer approval, payment and OzGloss Australia release requirements have been satisfied. Where a job is placed on HOLD, work will not proceed until the reason for the HOLD has been resolved and the job is formally released to proceed.
5. Restoration Process
OzGloss restoration is a clearcoat restoration process designed to retain sound existing clearcoat wherever practical, prepare damaged or failing areas as required, and apply new clearcoat across the treated surface.
Every OzGloss service includes the application of new clearcoat. Depending on the assessed condition of the vehicle and the selected restoration service, treatment may involve one or more clearcoat applications. Where additional applications are required, further surface preparation may be performed between applications.
OzGloss restoration is not a new paint job and does not replace the vehicle’s existing colour/basecoat. Existing paint or panel defects may remain visible after restoration.
6. Existing Paint and Clear Coat Condition
OzGloss Australia works with the vehicle’s existing paint and clear coat. Age, previous repairs, repainting, oxidation, peeling, delamination, contamination, underlying paint defects and other pre-existing conditions may affect the achievable result. Some defects may only become apparent during controlled preparation. OzGloss Australia will advise the customer if conditions are identified that materially affect suitability or require a change to the agreed scope of work.
7. Results and Appearance
The purpose of OzGloss restoration is to improve the clarity, gloss and overall appearance of a suitable existing finish. Results vary according to the age, condition, colour, previous repairs and remaining integrity of the vehicle’s paint and clear coat. OzGloss restoration is not represented as producing a new factory finish or the same result as a conventional repaint, and pre-existing defects may remain visible after restoration.
8. Curing and Aftercare
The restored finish requires an initial curing period and continues to cure after the vehicle is returned to the customer. Customers must follow the OzGloss Australia aftercare instructions provided for the service, including requirements relating to moisture, washing, cleaning products and other treatment of the restored surface during curing.
The restored clearcoat may require up to 21 days to reach full cure. Specific aftercare requirements and restrictions applicable during this period will be provided to the customer at completion of the service.
Failure to follow reasonable aftercare instructions may affect the performance and appearance of the restored finish.
9. Workmanship, Consumer Guarantees and Warranty
OzGloss Australia will perform its services with due care and skill. Any warranty provided by OzGloss Australia is in addition to, and does not exclude, restrict or modify, any rights or remedies available under the Australian Consumer Law.
A OzGloss warranty applies only to the matters expressly stated in the applicable warranty terms. It does not make OzGloss Australia responsible for pre-existing paint or clear coat deterioration, previous repairs or refinishing, underlying defects, subsequent damage, accident damage, environmental contamination, misuse, neglect or failure to follow reasonable aftercare instructions, except to the extent that OzGloss Australia is responsible under applicable law.
10. Customer Responsibilities
The customer must provide accurate information about the vehicle and disclose any known previous paintwork, repairs, damage, coatings or other circumstances that may reasonably affect the assessment or restoration process. The customer must provide reasonable access to the vehicle, comply with agreed booking and payment requirements, and follow reasonable OzGloss Australia curing and aftercare instructions.
The customer acknowledges that OzGloss restoration works with the vehicle’s existing finish and that the achievable result is influenced by its existing condition.
11. Variations and Additional Work
If additional work is identified that is outside the accepted quotation or agreed scope, OzGloss Australia will advise the customer before that additional work proceeds. Any material variation to the scope or price requires customer approval. OzGloss Australia may suspend work where an unforeseen condition affects the suitability, safety, scope or reasonable completion of the restoration until the customer has been informed and any required variation has been agreed.
12. Cancellation, Rescheduling and Vehicle Access
Customers should provide reasonable notice if they need to cancel or reschedule a booking. OzGloss Australia may reschedule work where weather, site conditions, vehicle condition, safety requirements, product curing requirements or other circumstances make it unreasonable or unsuitable to proceed as planned. The customer must ensure the vehicle is available at the agreed time and that OzGloss Australia has safe and reasonable access to perform the agreed service.
13. Completion and Final Inspection
On completion, OzGloss Australia will carry out a final inspection of the agreed work. Where reasonably practicable, the customer will be given the opportunity to inspect the completed restoration and raise any concerns relating to the agreed scope. Any concern should be reported to OzGloss Australia as soon as reasonably practicable so it can be assessed before any third party attempts repair, alteration, polishing, coating or other treatment of the affected area.
14. Complaints and Rectification
If the customer believes there is a problem with OzGloss Australia’s workmanship or the supplied service, they should contact OzGloss Australia promptly and provide reasonable details of the concern. OzGloss Australia must be given a reasonable opportunity to inspect the vehicle and assess the concern. Where OzGloss Australia is responsible for a failure to comply with an applicable consumer guarantee, the customer’s rights and OzGloss Australia’s obligations will be determined in accordance with the Australian Consumer Law.
15. Liability for Customer Property and Personal Items
Customers should remove valuables, personal belongings and any items that may interfere with access to the areas being restored before the vehicle is provided to OzGloss Australia. OzGloss Australia is not responsible for loss of or damage to personal property left in the vehicle except to the extent that the loss or damage results from OzGloss Australia’s failure to exercise due care and skill or otherwise arises from a right that cannot lawfully be excluded.
16. Damage to the Vehicle
OzGloss Australia will take reasonable care of the vehicle while performing the agreed services. Any accidental damage caused by OzGloss Australia during the performance of the service will be addressed in accordance with applicable law and any relevant insurance arrangements. OzGloss Australia is not responsible for pre-existing damage, defects or deterioration that were not caused by OzGloss Australia
17. Delays and Events Outside Our Control
OzGloss Australia will make reasonable efforts to perform the service within any indicated timeframe. Completion times may be affected by weather, curing conditions, vehicle condition, availability of materials, unforeseen preparation requirements or other circumstances outside OzGloss Australia’s reasonable control. OzGloss Australia will advise the customer where a material delay affects the expected completion of the service.
18. Governing Law and Australian Consumer Law
These Terms & Conditions are governed by the laws applicable in Queensland, Australia. Nothing in these Terms & Conditions 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 legislation.
19. Severability
If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision will be treated as modified or removed only to the extent necessary, and the remaining provisions will continue to apply.
20. Entire Agreement
These Terms & Conditions, together with the accepted quotation, vehicle assessment, approved variations and applicable aftercare instructions, form the agreement between the customer and OzGloss Australia for the service. If there is any inconsistency between these Terms & Conditions and a specific written term in an accepted quotation or approved variation, the specific written term will apply to the extent of that inconsistency, subject always to applicable law.
21. Contact and Notices
Customers may contact OzGloss Australia regarding their booking, quotation, service, complaint or these Terms & Conditions using the contact details published by OzGloss Australia. Customers are responsible for ensuring the contact details they provide are accurate and current. Notices and communications relating to a service may be provided using the email address, mobile number or other contact method supplied by the customer.
22. Changes to These Terms
OzGloss Australia may update these Terms & Conditions from time to time. The Terms & Conditions applying to a particular service will be those provided or made available to the customer in connection with that service. Any change made after a service has been agreed will not alter that agreement unless the change is agreed with the customer or is required by law.
23. Suspension or Refusal of Service
OzGloss Australia may refuse to commence, or may suspend or discontinue a service, where there are reasonable grounds to do so, including unsafe working conditions, threatening or abusive behaviour, non-payment of an amount properly due, failure to provide required approval or access, an undisclosed or unforeseen vehicle condition that makes the proposed restoration unsuitable, or circumstances where OzGloss Australia reasonably considers that the service cannot be safely or properly completed.
Where reasonably practicable, OzGloss Australia will explain the reason and provide the customer an opportunity to resolve the issue. Any payment, refund or amount payable following discontinuation will be determined having regard to work properly performed, costs reasonably incurred and the customer’s rights under the Australian Consumer Law. Nothing in this clause limits any right or remedy that cannot lawfully be excluded.
24. Privacy and Customer Information
OzGloss Australia may collect and use customer information reasonably necessary to assess vehicles, prepare quotations, manage bookings, perform services, process payments, communicate with customers and maintain appropriate business records. Customer information will be handled in accordance with applicable privacy laws and any OzGloss Australia Privacy Policy.
25. Photographs and Service Records
OzGloss Australia may photograph or otherwise document the vehicle before, during and after the service for assessment, condition reporting, quality control, workmanship records and the management of any subsequent enquiry or dispute. These records may identify the vehicle and its condition and will be retained and handled as appropriate business records.
Photographs or other material that identifies the customer or vehicle will not be used for advertising, promotional or social media purposes without appropriate customer consent.
26. Intellectual Property
All OzGloss Australia names, logos, branding, service materials, procedures, documents, forms, website content and other proprietary business materials remain the property of OzGloss Australia or their respective rights holders. Customers receive no ownership or other intellectual property rights in those materials merely by purchasing or receiving a OzGloss service.
Nothing in these Terms prevents a customer from retaining or using documents provided specifically for their vehicle or service for their own personal records.
27. Products Used in the OzGloss Service
OzGloss Australia uses products supplied or manufactured by third parties, including products used as part of the OzGloss clearcoat restoration process. If a product used in providing the service is found to be defective, OzGloss Australia will address its obligations to the customer in accordance with the Australian Consumer Law.
Any rights OzGloss Australia may have against a manufacturer, supplier or other third party in relation to a defective product are separate from the customer’s rights against OzGloss Australia and do not limit any consumer guarantee, right or remedy that cannot lawfully be excluded.
28. No Waiver
If OzGloss Australia does not immediately exercise or enforce a right under these Terms & Conditions, that does not mean OzGloss Australia has waived that right. Any waiver must be expressly agreed by OzGloss Australia and applies only to the particular circumstances for which it is given.
29. Acceptance of Terms
By accepting a quotation, making a required booking payment or authorising OzGloss Australia to proceed with the service after being provided or given reasonable access to these Terms & Conditions, the customer acknowledges and accepts the Terms & Conditions applicable to that service. Acceptance of these Terms, acceptance of a quotation or payment of a booking amount does not replace the Final Work Authorisation required before material alteration of the vehicle surface begins.