Ethos Care Terms

These Ethos Care Terms apply to eligible planned maintenance services supplied by Ethos Air Pty Ltd ABN 85 699 586 742 (“Ethos Air”, “we”, “us”).

They should be read together with your Ethos Care agreement, quotation, proposal and Ethos Air's Terms & Conditions. If there is an inconsistency, the job-specific agreement will apply to the extent of that inconsistency.

01 What is Ethos Care?

Ethos Care is Ethos Air's planned maintenance and ongoing support program, designed to help maintain system performance, support warranty requirements and provide greater visibility of the condition of your HVAC equipment over time.

Depending on the applicable agreement, Ethos Care may include scheduled preventative maintenance, service and condition reporting, priority support and extended Ethos Air workmanship warranty cover.

The specific services, maintenance frequency and pricing applicable to your site will be set out in your Ethos Care agreement.

02 Eligibility

Ethos Care is available for systems installed by Ethos Air and may also be available for existing systems installed by others.

Where Ethos Air did not originally install the system, we may require an initial inspection, service or condition assessment before accepting the equipment into the Ethos Care program.

Existing faults, defects or maintenance requirements identified during this assessment may need to be rectified before the system becomes eligible for particular Ethos Care benefits.

03 Planned maintenance

Maintenance frequency will be determined according to the type of equipment, system use, operating environment, manufacturer recommendations and the requirements of the site.

As a general guide:

• residential systems may require servicing at least annually; and
• commercial systems may require servicing quarterly or at another agreed frequency.

Ethos Air may recommend changes to the maintenance schedule where equipment condition, operating hours, site conditions or manufacturer requirements indicate that a different service frequency would be appropriate.

04 Extended workmanship warranty

New air conditioning systems installed by Ethos Air are covered by our standard five (5) year workmanship warranty, subject to the applicable Ethos Air Terms & Conditions.

Where included in the applicable Ethos Care agreement, eligible customers may receive extended workmanship warranty cover beyond the standard five-year period while the Ethos Care agreement remains active.

Extended workmanship warranty applies only to faults arising from installation workmanship originally performed by Ethos Air.

It does not extend, replace or alter any manufacturer or supplier warranty applying to equipment, components or replacement parts.

05 Conditions of extended warranty cover

Extended workmanship warranty under Ethos Care remains available while:

• the applicable Ethos Care agreement remains active;
• required maintenance is completed within the agreed service intervals;
• amounts payable under the agreement are up to date;
• the relevant equipment remains included in the Ethos Care agreement; and
• the system has not been altered, repaired or modified in a way that affects the relevant workmanship.

A reasonable scheduling allowance may be provided where a planned service cannot be completed on the originally anticipated date, provided the Customer continues to cooperate with Ethos Air in arranging the required maintenance.

06 What extended warranty does not cover

Extended workmanship warranty does not apply to faults or damage caused or contributed to by:

• equipment or component failure unrelated to Ethos Air workmanship;
• normal wear and tear or consumable items;
• misuse, accidental damage or operator error;
• alterations, repairs or modifications carried out by others;
• electrical supply issues or faults external to the HVAC system;
• building, structural or site-related conditions;
• water ingress, corrosion, pests or environmental conditions;
• failure to complete required maintenance;
• failure to follow manufacturer operating or maintenance requirements; or
• events or circumstances outside Ethos Air's reasonable control.

07 Existing and developing faults

Ethos Care is a preventative maintenance program and does not guarantee uninterrupted operation or prevent every future fault.

Systems may contain pre-existing, intermittent or developing faults that are not apparent during routine maintenance.

Where repairs, replacement components or corrective works are identified, Ethos Air will explain the issue and obtain approval before carrying out material additional work wherever reasonably practicable.

08 Service records and reporting

Ethos Air will maintain records of maintenance services carried out under the Ethos Care program.

Depending on the applicable agreement, service documentation may include details of work completed, equipment condition, identified issues and recommended repairs or improvements.

Customers should retain relevant service documentation where it may be required to support a manufacturer or supplier warranty claim.

09 Priority support

Where priority service is included in the applicable Ethos Care agreement, Ethos Air will give the Customer priority when scheduling service attendance, subject to technician availability, location and the nature of the service request.

Priority support does not guarantee same-day attendance unless specifically stated in the agreement.

Emergency, after-hours or urgent attendance may incur additional charges unless expressly included in the applicable Ethos Care agreement.

10 Parts, repairs and additional work

Unless expressly included in the applicable Ethos Care agreement, the following are not included in standard planned maintenance fees:

• replacement parts or equipment;
• refrigerant;
• major repairs or remedial works;
• equipment replacement;
• specialist or access equipment;
• after-hours or emergency attendance;
• electrical, building or structural works; and
• other work outside the agreed maintenance scope.

Where additional work is required, Ethos Air will explain the issue and obtain approval before proceeding wherever reasonably practicable.

11 If Ethos Care lapses or ends

If an Ethos Care agreement expires, is cancelled or required maintenance is not completed, benefits that depend upon an active agreement may cease, including any extended workmanship warranty cover.

If the original five-year Ethos Air workmanship warranty is still current, that underlying warranty will continue in accordance with the applicable Ethos Air Terms & Conditions.

Ending Ethos Care does not affect any rights or remedies that cannot lawfully be excluded.

12 Rejoining Ethos Care

Customers may request to rejoin Ethos Care after an agreement has ended or lapsed.

Before reinstating eligibility, Ethos Air may require:

• an equipment inspection or condition assessment;
• a full maintenance service;
• rectification of identified faults; or
• other reasonable work required to bring the system into an acceptable condition.

Extended workmanship warranty cover will recommence only from the date Ethos Air confirms renewed eligibility and will not retrospectively cover faults arising while the agreement was inactive.

13 Cancellation

Either party may cancel an Ethos Care agreement in accordance with any notice period or cancellation terms specified in the applicable agreement.

Charges for services already provided, scheduled or reasonably committed before cancellation remain payable.

Cancellation will end any Ethos Care benefits that depend upon the agreement remaining active, including extended workmanship warranty cover.

14 Change of property ownership

Ethos Care applies to the Customer, site and equipment identified in the applicable agreement and does not automatically transfer when ownership or occupancy of a property changes.

A new owner or occupier may contact Ethos Air to discuss continuation of the Ethos Care program. Continuation or transfer is subject to Ethos Air confirming eligibility.

15 Australian Consumer Law

Nothing in these Ethos Care Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Ethos Care benefits and warranties are provided in addition to any rights or remedies available under applicable legislation.

16 Relationship with other Ethos Air terms

These Ethos Care Terms should be read together with the applicable Ethos Care agreement, quotation or proposal and Ethos Air's Terms & Conditions.

Where a specific Ethos Care agreement expressly provides a different service level, maintenance frequency, price or inclusion, the applicable agreement will apply to the extent of that inconsistency.