Handyman Service Warranty

1. Scope of This Schedule

1.1 This schedule sets out the warranty terms specific to handyman services booked through URGENT Pro. It is a service-specific schedule under the URGENT Pro Service Warranty (Master).

1.2 This schedule covers handyman services performed by Service Providers engaged through URGENT Pro, including (but not limited to):

1. Simple Assembly — flat-pack furniture, IKEA-style assembly, bookshelf assembly, bed-frame assembly, garden furniture assembly;
2. Door Work — door adjustment, door hanging, door-handle and lock installation (non-keyed mechanical components);
3. Tile Work — tile regrouting, silicone resealing (wet-area maintenance, not new tiling);
4. Plaster Patching — Gyprock patching, hole repairs, minor crack repairs;
5. Anchored Installation — shelf installation with wall anchors, towel-rail installation, picture-hanging with anchored fixings, mirror mounting;
6. TV and Audio-Visual Mounting — wall-mounted TV brackets, soundbar brackets, projector brackets;
7. Minor Carpentry — skirting board repair, architrave repair, replacement of damaged timber sections within scope;
8. Curtain and Blind Installation — track installation, blind brackets, awning brackets;
9. Minor Painting and Touch-Up — small-area paint touch-up, plaster-patch finishing, where ancillary to other handyman work; and
10. Other minor maintenance and installation work within the cost and scope thresholds set out in clause 10.

1.3 The following are expressly outside the scope of this schedule and not covered by the URGENT Pro Service Warranty for handyman work:

1. Electrical work — including wiring, switchboard work, light-fitting wiring beyond simple plug-in, and any work requiring an electrical-trade licence in the relevant State or Territory;
2. Plumbing work — including pipework, hot-water systems, drainage, and any work requiring a plumbing-trade licence in the relevant State or Territory;
3. Gas-fitting and refrigeration work — including gas-appliance installation, refrigeration, air-conditioning gas work, requiring trade licences in all Australian jurisdictions;
4. Structural building work — including load-bearing wall work, structural framing, foundations, and any work exceeding the State or Territory handyman value threshold (see clause 10);
5. Roof work — including roof tiling, gutter installation, downpipe replacement, where structural or working-at-height regulations apply;
6. Asbestos disturbance or removal — strictly excluded; requires a licensed asbestos contractor under State or Territory work-health-and-safety legislation;
7. Tile laying (new installation) — distinct from tile regrouting and silicone resealing; new tile-laying is generally a tiling-trade activity;
8. Full repaints or significant painting projects — distinct from minor touch-up; full painting is generally a painting-trade activity;
9. Major renovation works — kitchen rebuild, bathroom rebuild, room extensions; and
10. Any work that on inspection is found to exceed the State or Territory handyman value threshold under clause 10.

1.4 All defined terms in this schedule have the meanings given in the Service Warranty (Master) clause 2 unless this schedule provides a different definition (see clause 2 below).

2. Definitions Specific to Handyman Services

In addition to the defined terms in the Service Warranty (Master) clause 2:

"Anchor"

means a fastener designed to attach an item to a substrate (typically plasterboard, masonry, or timber) such that the substrate carries the load, including expansion anchors, toggle bolts, hollow-wall anchors, masonry plugs, and screws driven into structural members.

"Anchored Installation"

means handyman work in which an item is fixed to a wall, ceiling, or floor by means of an Anchor and is intended to bear sustained load. Examples include shelves, towel rails, TVs on wall mounts, mirrors, and curtain tracks.

"Australian Standard" or "AS"

means an Australian Standard published by Standards Australia, including (without limitation) AS 1684 (timber-framed construction), AS 3958 (tiling), and AS 1860 (timber flooring).

"Customer-Supplied Material"

means any product, fitting, fixing, fastener, bracket, or other material supplied to the Service Provider by the Customer, as opposed to materials supplied by the Service Provider.

"Handyman Value Threshold"

means the value of work (inclusive of labour, materials, and GST) above which a registered or licensed builder is required under the legislation of the relevant State or Territory. The thresholds are set out in clause 10.

"Load Test"

means a test, performed by the Service Provider at completion of an Anchored Installation, in which load is applied to the installed item in a manner consistent with the item's intended use, to verify the anchor's hold.

"Sign-Off"

means the Customer's acknowledgment at completion of the handyman work that the work has been completed to the agreed scope, including (for Anchored Installations) acknowledgment of the Load Test result.

"Specialist Licensed Trade"

means a trade whose work is regulated by a State or Territory occupational-licensing scheme, including electrical, plumbing, gas-fitting, refrigeration, asbestos removal, demolition, and (above the relevant value threshold) general building.

"Workmanship"

means the skill and care with which the Service Provider performs the handyman task, as distinct from the quality of the materials supplied.

3. Warranty Periods for Handyman Services

3.1 The Warranty Period for handyman services varies by task type. The framework recognises three tiers, each calibrated to the time it takes a defect under normal use to manifest.

3.2 Where a single handyman booking includes work falling into more than one tier, the applicable Warranty Period for each item of work is the Warranty Period for its tier — the booking does not adopt the longest or shortest tier across the whole.

3.3 The rationale for the three-tier structure is set out in clause 4 below.

3.4 Warranty Periods do not displace Your rights under the ACL. Where a claim is made after the applicable Warranty Period has expired, Your rights under the ACL — including the Consumer Guarantees in ACL sections 60, 61 and 62 — remain available to You.

4. The Three Warranty Tiers — Detailed

4.1 Tier 1 — Simple Assembly (7 days)

4.1.1 Tier 1 covers flat-pack and simple assembly tasks where defects (loose screws, missing components, mis-aligned parts) appear on first use or first move of the item. After 7 days, the Customer's own use has materially intervened — the loose screw observed three weeks after assembly is more likely than not the product of normal use rather than original workmanship.

4.1.2 Examples of Tier 1 work include:

1. flat-pack furniture assembly;
2. bookshelf, bed-frame, wardrobe-frame assembly (where free-standing);
3. garden-furniture and outdoor-setting assembly;
4. BBQ assembly;
5. trampoline frame assembly (not safety certification);
6. playpen and cot assembly (not safety certification — the Australian/New Zealand cot safety standard is the Customer's responsibility); and
7. other simple assembly tasks of a similar nature.

4.2 Tier 2 — Door Work, Wet-Area Work, and Plaster Patching (14 days)

4.2.1 Tier 2 covers work where defects manifest within a normal usage cycle of 7–14 days:

1. Door adjustment and hanging — door alignment is sensitive to seasonal humidity changes; 14 days catches the door's first wet/dry cycle in most Australian climates;
2. Tile regrouting and silicone resealing — grout and silicone cure fully in 24–72 hours; defects in adhesion, coverage, or curing manifest within 7–14 days of normal wet-area use; and
3. Plaster patching (Gyprock) — plaster patches show cracking, shrinkage, or paint-mismatch within a week or two as the patch cures and adjacent surfaces respond to the work.

4.2.2 Tier 2 specifically does not include:

1. new wet-area construction (which is a tiling-trade activity);
2. waterproofing membrane work (which is a licensed-waterproofer activity in some States); or
3. repair of structural cracks that on inspection are found to extend through structural members.

4.3 Tier 3 — Anchored Installation (30 days)

4.3.1 Tier 3 covers Anchored Installations — items fixed to walls, ceilings, or floors with Anchors that bear sustained load. Anchor failures (where the Anchor pulls out of plasterboard or masonry) typically occur under sustained load, not at the moment of install. A 30-day window allows the item to be loaded and used in normal conditions before the warranty expires.

4.3.2 Examples of Tier 3 work include:

1. Shelf installation with wall anchors and brackets;
2. TV and audio-visual bracket mounting;
3. Mirror mounting (where adhered or anchored to the wall);
4. Towel rail and bathroom-fixture installation (non-plumbed);
5. Curtain track installation where load-bearing;
6. Picture hanging with anchored fixings for higher-value items; and
7. Other installations where the integrity of the Anchor is critical.

4.3.3 Tier 3 work is the most evidence-intensive of the three tiers because the Anchor-substrate interaction is the point of likely failure. The documentation requirements in clause 12 are correspondingly more detailed for Tier 3.

5. Workmanship Standard

5.1 Acceptable Workmanship is defined by reference to:

1. Industry building standards — including Australian Standards AS 1684 (timber-framed construction), AS 3958 (tiling), and AS 1860 (timber flooring), as applicable to the work;
2. Manufacturer instructions for any product installed — including the manufacturer's installation specifications, recommended fasteners, weight ratings, and operating conditions; and
3. The standard a reasonably competent handyman would deliver for work of the type booked.

5.2 Where the Customer specifies a finish standard outside ordinary trade practice — for example, a particular finish level for a plaster patch, or a particular tolerance for a furniture-assembly alignment — that specification must be agreed at booking. Outside-of-trade-practice specifications are not implied.

5.3 The Workmanship standard applies to Workmanship — the skill and care of the work — and is distinct from the warranty on materials, which is dealt with in clause 6.

6. Materials vs. Workmanship Warranty

6.1 The Distinction

6.1.1 A failure of installed work may be caused by:

1. Defective Workmanship — the Service Provider performed the work in a manner that fell below the Workmanship standard in clause 5; or
2. Defective Materials — the materials installed were themselves defective, regardless of how well they were installed.

6.1.2 The URGENT Pro Service Warranty covers Workmanship. Recourse for Defective Materials depends on who supplied them.

6.2 Customer-Supplied Materials

6.2.1 Where the Service Provider installs Customer-Supplied Material and that material itself proves defective, Your recourse is against the supplier of the material — typically under the consumer guarantees provided by the seller to You under the ACL.

6.2.2 The Service Provider's Workmanship warranty applies to:

1. the suitability of the fastener used to install the Customer-Supplied Material into the substrate;
2. the method of installation (correct anchor selection for wall type, correct torque, correct depth, correct sequence); and
3. the load-test outcome where applicable.

6.2.3 Where a Customer-Supplied bracket fails:

1. if the bracket itself was defective (cracked metal, badly stamped, missing components from the manufacturer), Your recourse is against the bracket supplier;
2. if the Service Provider selected the wrong fastener for the wall type, the Workmanship guarantee applies and the Service Provider is responsible.

6.3 Service Provider-Supplied Materials

6.3.1 Where the Service Provider supplies materials as part of the booking, those materials are warranted to You per the manufacturer's terms, with the Service Provider's Workmanship warranty applying to the installation.

6.3.2 Where Service Provider-supplied material proves defective, the Service Provider will:

1. replace the material at no additional cost within the applicable Warranty Period;
2. re-install the replacement material; and
3. make any consequent manufacturer-warranty claim on Your behalf where the manufacturer's warranty allows.

6.4 Documentation Requirements

6.4.1 To support the Workmanship-vs-Materials distinction, the Service Provider is required to document at install:

1. the make and model of any bracket, fixture, or fastener installed;
2. the fastener type used (anchor model, screw size, manufacturer);
3. the wall or substrate type (single-layer plasterboard, double-layer plasterboard, plasterboard over brick, solid brick, timber stud, concrete);
4. the load rating of the installation as documented by the bracket manufacturer; and
5. where applicable, the result of the Load Test at completion.

6.4.2 This documentation protects both parties — it allows a fair attribution of failure to Workmanship or to Materials.

7. Default Inclusions

7.1 A handyman service includes:

1. Workmanship of installation — performed to the standard in clause 5;
2. Free remedy within the applicable Warranty Period for Workmanship defects falling within the tiers in clause 3;
3. Public Liability Insurance for damage caused to the Property by Service Provider negligence;
4. Documentation at install in accordance with clause 6.4;
5. A Load Test at completion for Tier 3 Anchored Installations, where the installation is intended to bear sustained load;
6. Customer Sign-Off acknowledging completion of the agreed scope; and
7. Before-and-after photographs taken by the Service Provider, including (for Tier 3) close-up photographs of the Anchor and fastener at install.

8. Default Exclusions

8.1 A handyman service does not cover:

1. Normal wear — a hinge loosening after six months of normal use is not a Workmanship defect within the Warranty Period and is not a claim under this schedule;
2. Customer misuse — loading a shelf beyond its rated capacity; using a product in a manner contrary to manufacturer instructions; modifying or adjusting the installed item;
3. Defective Customer-Supplied Material — see clause 6.2;
4. Scope changes after completion — where the Customer requests a change to the work after completion, this is a new scope and is not warranty work;
5. Pre-existing structural issues not disclosed — rotten timber behind a tile regrout; plasterboard already failing behind a TV mount; damp-affected substrate; corroded fasteners from previous installations;
6. Cosmetic preferences not specified at booking — for example, that the shelf be installed 5 mm higher or that a paint touch-up match a non-supplied colour exactly;
7. Third-party interference — work damaged by the Customer, the Customer's household, or any third party after completion;
8. Work performed outside the licensed-handyman scope under clause 10 — where on inspection the job is found to exceed the State or Territory Handyman Value Threshold, or to be specialist licensed-trade work, the Service Provider will stop and refer You to a correctly licensed trade; no warranty is provided for work the Service Provider was not licensed to perform;
9. Environmental factors — temperature, humidity, sun exposure, or moisture conditions that exceed those for which the materials installed were rated;
10. Failure due to substrate beyond Service Provider's control — for example, an Anchor failure caused by friable plasterboard that was not reasonably detectable at install, where the Service Provider used appropriate Anchor selection for the apparent wall type;
11. Consequential damage beyond what the ACL requires the Service Provider to compensate, including (but not limited to) loss of profit, loss of opportunity, and loss of data; and
12. Universal exclusions in the Service Warranty (Master) clause 8 also apply.

9. Conditional Inclusions

9.1 The following may be added to a handyman service at the time of booking, as paid add-ons:

1. Materials supplied by the Service Provider — warranted per the manufacturer's terms with Workmanship by the Service Provider (see clause 6.3);
2. Removal and disposal of old fixtures — where the work involves replacing an existing fixture (covered separately for bulk waste under the Rubbish Removal Service Warranty);
3. Minor painting and touch-up as ancillary to the primary handyman work;
4. Extended Load Test documentation for very-high-value or unusual installations; and
5. Pre-installation inspection for jobs where the substrate condition is uncertain.

10. The Licensed-Trade Boundary

10.1 Why the Boundary Matters

10.1.1 The licensed-trade boundary is the single largest legal-exposure issue for handyman work in Australia. State and Territory legislation:

1. caps the value of work a non-licensed handyman may perform — the Handyman Value Threshold;
2. prohibits unlicensed performance of specialist work — electrical, plumbing, gas-fitting, and refrigeration in all States and Territories;
3. imposes penalties on contractors who perform work outside their licensing scope; and
4. may impose penalties on platforms that knowingly arrange unlicensed work, and on consumers who knowingly engage unlicensed providers for licensed work.

10.1.2 URGENT Pro requires Service Providers performing handyman services through the platform to:

1. work within the Handyman Value Threshold for the State or Territory in which the work is performed;
2. hold the correct specialist licence (verified by URGENT Pro at onboarding) for any specialist licensed-trade work; and
3. stop work and refer the Customer to a correctly licensed trade where on inspection the job is found to exceed the threshold or to be specialist licensed-trade work.

10.2 State and Territory Thresholds

10.3 Stop-Work Rule

10.3.1 Where on inspection at the Property the Service Provider determines that the job:

1. exceeds the State or Territory Handyman Value Threshold; or
2. requires specialist licensed-trade work the Service Provider does not hold the licence for,

the Service Provider will:

3. stop work immediately;
4. document the basis for stopping (photographs of the issue identified, brief written note);
5. advise You of the relevant licensing requirement and that a correctly licensed trade is needed;
6. where practicable, assist You in arranging a referral to a correctly licensed trade through URGENT Pro; and
7. charge only for any work properly completed up to the point of stopping, in accordance with the Pricing & Service Variation Policy.

10.3.2 The URGENT Pro Service Warranty does not extend to work performed in breach of the State or Territory licensing regime. This exclusion is the consequence of statutory illegality, not a contractual limitation.

10.4 The Customer's Position

10.4.1 As the Customer engaging the URGENT Pro platform, You are not directly liable for the Service Provider's licensing compliance, provided You disclosed the work accurately at booking. Liability for unlicensed work falls primarily on the contractor.

10.4.2 However, You may be exposed to enforcement risk if You:

1. knowingly engaged an unlicensed provider through means outside the URGENT Pro platform;
2. instructed a Service Provider to proceed with work the Service Provider had identified as licensed-trade work;
3. supplied false or misleading information about the value or nature of the work at booking; or
4. engaged in collusion with the Service Provider to misclassify licensed-trade work as handyman work.

10.4.3 URGENT Pro's vetting of Service Providers — to verify trade licences for specialist work and to enforce the Handyman Value Threshold — is a feature of the platform that reduces this risk to You.

11. Customer Obligations for Handyman Services

11.1 In addition to the Customer Obligations in the Service Warranty (Master) clause 10, You agree:

1. to describe the work accurately at booking, including the type of work, the location, any materials You will supply, and any constraints (heritage listing, body-corporate restrictions, building-management approval requirements);
2. to disclose any pre-existing condition relevant to the work — including known structural issues at the install location, prior failed installations, damp affecting the substrate, asbestos materials in or near the work area, electrical or plumbing infrastructure not visible from the surface;
3. to ensure Customer-Supplied Material is suitable for the intended use — verifying the manufacturer's specifications, load rating, and fitness for purpose;
4. to provide reasonable access for the Service Provider to the Property and the install location;
5. to participate in the pre-work walk-through on the Service Provider's arrival, confirming scope and identifying any pre-existing condition;
6. to provide Sign-Off at completion — including, for Tier 3 Anchored Installations, acknowledgment of the Load Test result;
7. to use the installed work in accordance with manufacturer instructions and the documented load rating during the Warranty Period and afterwards;
8. to inspect and notify URGENT Pro within the applicable Warranty Period of any defect;
9. not to modify, adjust, or repair the installed work before contacting URGENT Pro — including not tightening Anchors, not removing and refitting items, and not engaging another contractor; and
10. not to engage a Substitute Provider for the disputed work before the original Service Provider has had a reasonable opportunity to inspect and remedy.

11.2 Failure to comply with clause 11.1(b), (c), (g), (h), (i), or (j) may reduce or extinguish Your entitlement under the URGENT Pro Service Warranty in respect of the affected work. Failure to comply with clause 11.1 does not extinguish Your rights under the ACL.

12. Evidence Requirements for Handyman Claims

12.1 To support a warranty claim under this schedule, the following evidence will be considered by URGENT Pro:

1. The original Scope of Work — quote, Booking Confirmation, and any pre-work walk-through notes;
2. Before-photographs of the install area taken by the Service Provider at the start of the work;
3. Photographs of materials used, including labels showing make, model, and batch where applicable;
4. After-photographs taken by the Service Provider at completion, including close-up photographs of the Anchor and fastener for Tier 3 installations;
5. The Service Provider's install documentation under clause 6.4 — make/model of bracket and fastener, wall or substrate type, load rating, Load Test result;
6. The Customer's Sign-Off record at completion;
7. Dated photographs of the defect, taken as close as practicable to the time of discovery, with EXIF metadata intact where available;
8. Manufacturer specifications for any product installed, where the dispute involves whether the product was fit for the installed environment; and
9. Where required by URGENT Pro for higher-value claims (over $1,000), an independent inspection report from a correctly licensed trade.

12.2 Minimum photo requirements applied by URGENT Pro:

12.3 The standard of proof URGENT Pro applies is the civil standard — the balance of probabilities.

13. Remedies and Re-Performance Timeframes

13.1 The standard remedy under this schedule is Re-Performance by the Service Provider within the timeframes set out below:

13.2 The graduated remedy structure under the Service Warranty (Master) clause 9 applies:

1. Step 1 — Re-Performance by the original Service Provider — re-tightening, re-anchoring, re-grouting, or otherwise correcting the defect;
2. Step 2 — Substitute Provider — where the original Service Provider is unable or unwilling to Re-Perform, has Re-Performed and the work remains defective, or fails to attend within the required timeframe, URGENT Pro will release held funds to engage a Substitute Provider; and
3. Step 3 — Refund / Compensation from held funds — where Re-Performance and Substitute Provider engagement are both impractical, are refused for a reason permitted by the ACL, or have failed to remedy the defect, URGENT Pro will arrange a refund or compensation.

13.3 Where a handyman defect has caused consequential damage — for example, a TV mount failure damages the TV — the consequential-damage claim is processed under the Damage Claims Policy rather than under this schedule, with the workmanship-defect claim under this schedule running in parallel.

13.4 For Major Failures under ACL section 268, You — not the Service Provider — choose the remedy, in accordance with the Service Warranty (Master) clause 9.3.

13.5 Examples of Major Failure in handyman services include:

1. work that creates a safety hazard — for example, a TV mount that pulls out and creates a falling-object risk; a tile regrout that exposes structural damp; a door installation that creates a fire-safety issue;
2. work performed substantially in breach of the State or Territory licensing regime, exposing the Customer to enforcement risk or to unsafe outcomes;
3. substantial damage to Property of a kind that a reasonable Customer fully acquainted with the nature and extent of the failure would not have proceeded with the booking; and
4. failure to perform the work at all (Service Provider does not arrive and no alternative arranged).

14. State-Specific Licensing References

14.1 For convenience, the State and Territory licensing positions relevant to handyman work are summarised at clause 10.2. The governing legislation and the relevant authorities are:

14.2 Where Your work is in a State or Territory not in the table above, please contact URGENT Pro on 1300 105 453 and the equivalent State authority will be referenced in the management of Your booking and any claim.

14.3 Statutory references in this schedule are stated for the avoidance of doubt and are correct as at the Effective Date. Statutes are amended from time to time; the current position of the relevant State or Territory legislation at the time of Your booking will apply.