Last updated: 4 October 2026
These Terms & Conditions apply to the use of this website and, together with any quotation, booking confirmation, scope of works, invoice, warranty document or other written agreement issued by Coolcare, form part of the terms on which Coolcare Heating & Cooling Pty Ltd supplies services and related goods.
Nothing in these Terms excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law and any applicable Victorian legislation.
1. About Coolcare
Coolcare Heating & Cooling Pty Ltd
ABN 23 618 877 679
23 Union Road, Dandenong South VIC 3175
Office / service base — visits by appointment
Phone: 03 9078 3862
Email: services@coolcare.com.au
Coolcare provides heating and cooling service, repair, replacement and installation services in Melbourne, with primary service areas including South-East Melbourne, Bayside, the Eastern Suburbs and the Mornington Peninsula. Other Melbourne areas may be considered by enquiry.
2. Website enquiries are not confirmed bookings
Submitting a Book a Service, Get a Quote, Contact or other website form is an enquiry or service request only. It does not automatically create or confirm an appointment, reserve technician availability or create a binding obligation on Coolcare to perform work.
Preferred dates and service windows are requests only. A booking is confirmed only when Coolcare contacts you and confirms the appointment.
Our usual service windows are:
- Morning: 8:00 AM–12:00 PM; and
- Afternoon: 12:00 PM–5:00 PM.
Arrival times can be affected by previous jobs, traffic, parts availability, safety requirements and other circumstances. Same-day service may sometimes be available but is not guaranteed.
3. Quotes, estimates and website pricing
Unless a written quotation states otherwise, Coolcare quotations are valid for 14 days from the date of issue.
New installation quotations are generally provided without a quotation fee. Service, diagnostic and repair attendances are chargeable in accordance with the applicable booking terms and current pricing disclosed to the customer.
Website prices are general public pricing information only. The amount payable for a particular job will depend on the agreed scope, property conditions, equipment, access, required parts and any approved variations. Where GST applies, the quotation, invoice or website price will state or reflect the applicable GST treatment.
A quotation is based on the information reasonably available when it is prepared. It may be revised where the customer changes the requested scope or where previously unknown site, equipment or installation conditions materially affect the work, provided any variation is dealt with in accordance with applicable law and agreed where required.
4. Service and diagnostic attendances
A service or diagnostic attendance covers the agreed attendance and assessment. Unless expressly included, the service or diagnostic charge does not mean that every repair, replacement part or further attendance is included in that charge.
If additional repair work, parts or further work are recommended, Coolcare will explain the proposed work and applicable charges before proceeding where customer approval is required.
5. Installation deposits and payments
Coolcare’s standard commercial payment terms for residential installations are generally:
- 50% deposit following acceptance of the installation quotation; and
- the balance on the installation day, unless different written terms have been agreed.
Service and repair accounts are generally due on completion unless different written terms are agreed. Coolcare accepts payment by the payment methods advised on the quotation or invoice, which may include card, EFT or bank transfer. Finance is not currently offered by Coolcare.
Mandatory legal requirements override these standard payment terms. If a job is subject to the Domestic Building Contracts Act 1995 (Vic), domestic building insurance requirements, statutory deposit limits, prescribed progress payments, cooling-off rights or any other mandatory payment or contracting rules, Coolcare and the customer must instead follow those requirements and any compliant job-specific contract issued for that work.
6. Access, site conditions and customer responsibilities
The customer must provide reasonable and safe access to the property, equipment and relevant work areas at the confirmed appointment time.
The customer should tell Coolcare before work begins about known access restrictions, concealed services, property rules, hazardous materials, unusual site conditions or other matters that may affect safe or lawful completion of the work.
If an unsafe condition, suspected hazardous material or previously unknown site condition is identified, Coolcare may pause the affected work while the issue is assessed. Any additional work or specialist attendance will be discussed with the customer and dealt with as a variation or separate scope where required.
7. Electrical work and specialist subcontractors
Where electrical work or another separately licensed trade is required, Coolcare may coordinate an appropriately licensed electrician or other appropriately licensed contractor.
The scope, responsibility and pricing for any subcontracted or coordinated work will be stated or confirmed as part of the quotation, job scope or approved variation where applicable.
8. Variations and additional work
Coolcare will not intentionally carry out material additional work outside the agreed scope without customer approval where approval is required.
Variations may arise because of a customer-requested change, unavailable or substituted equipment, concealed conditions, compliance requirements, safety issues or conditions that could not reasonably have been identified before work commenced.
Where legislation requires a particular form or process for a variation, that legal process will apply.
9. Appointment changes and cancellations
If you need to cancel or reschedule an appointment, please contact Coolcare as early as reasonably possible.
Any cancellation, rescheduling, special-order or committed-cost consequences that apply to a particular job will only be those set out in the relevant booking terms, quotation or contract and permitted by law.
Nothing in this clause limits a customer’s statutory right to cancel a contract or obtain a remedy where the law provides that right.
10. Saturday appointments
There is no additional surcharge merely because Coolcare schedules a Saturday appointment as part of normal availability.
Where a customer specifically requests a Saturday appointment, the applicable customer-requested Saturday pricing disclosed at the time of booking will apply. Current public service/diagnostic pricing should be checked on the relevant Coolcare booking or pricing information because charges may be updated from time to time.
11. Workmanship and manufacturer warranties
Subject to the relevant job-specific warranty terms, Coolcare currently provides:
- 6-year workmanship warranty on new installations; and
- 12-month workmanship warranty on repair workmanship.
A workmanship warranty relates to defects attributable to Coolcare’s workmanship. Manufacturer product warranties are separate and are provided by the relevant manufacturer. Manufacturer warranty periods are commonly around five years but vary by brand, product and model, so the applicable manufacturer documentation should be checked.
To raise a workmanship warranty concern, contact Coolcare using the phone number or email address on this page and provide the customer/job details, a description of the issue and any useful photographs or fault information. Coolcare will review the claim and arrange the appropriate next step.
These workmanship and manufacturer warranties are additional to any rights and remedies available under the Australian Consumer Law or other applicable legislation. Statutory consumer rights may continue beyond an express warranty period where the law provides.
12. Australian Consumer Law
Goods and services supplied by Coolcare may come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, those guarantees may include requirements that goods be of acceptable quality and that services be provided with due care and skill, be fit for an agreed purpose and be supplied within a reasonable time where no time is fixed.
If goods or services fail to meet a consumer guarantee, the customer may be entitled to a remedy provided by law. The remedy depends on the nature and seriousness of the failure and may include repair, replacement, refund, cancellation or compensation in circumstances provided by the Australian Consumer Law.
Nothing in these Terms is intended to restrict those rights.
13. VEU and other incentive assistance
Where Coolcare assists with a Victorian Energy Upgrades (VEU) or other incentive, rebate, certificate or government-supported pathway, eligibility and benefit amounts depend on the rules in force at the relevant time, the property, existing equipment, replacement equipment, customer eligibility and the requirements of the relevant program or accredited participant.
Any indicative rebate, discount or incentive information is not a guarantee of eligibility or final value unless confirmed through the applicable process. Any mandatory customer co-payment or program requirement must be satisfied.
14. Delays and events outside reasonable control
Coolcare will take reasonable steps to perform confirmed work within the agreed or reasonably expected timeframe. Dates may need to change because of events outside reasonable control, including severe weather, supply shortages, manufacturer delays, unsafe site conditions, access issues or other events that could not reasonably be avoided.
Where a delay occurs, Coolcare will communicate with the customer and arrange a reasonable next step. Nothing in this clause removes any non-excludable statutory right relating to delay or non-performance.
15. Website information and calculators
Website information is provided as general information about Coolcare’s services and should not be treated as a site-specific technical assessment unless Coolcare expressly confirms otherwise.
Any calculator, sizing tool, guide, estimate or indicative recommendation on the website is intended to assist initial enquiries only. Final equipment selection and installation requirements may depend on factors that can only be confirmed through appropriate assessment, including property construction, orientation, insulation, glazing, occupancy, existing services, electrical capacity, ductwork and site conditions.
16. Photos, project examples and reviews
Where Coolcare publishes project photographs or case studies, identifying customer information will not be intentionally published without appropriate authority. Project examples are illustrative and do not guarantee that another property will require the same solution or achieve the same result.
Reviews displayed or linked by Coolcare are intended to represent genuine customer feedback. Coolcare does not offer a blanket guarantee that every customer experience or outcome will be identical to a review or case study.
17. Liability and non-excludable rights
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
To the extent permitted by law, each party remains responsible for loss or damage to the extent it is caused by that party’s breach, negligence or wrongful act. Coolcare is not responsible for a pre-existing defect, customer-supplied information that is materially incorrect, work performed by an unrelated third party, or an event outside Coolcare’s reasonable control, except to the extent responsibility is imposed by law or the loss was caused or contributed to by Coolcare.
18. Complaints and disputes
If you have a concern about a quotation, service, repair, installation, invoice or warranty matter, please contact Coolcare first so we can review the issue and attempt to resolve it promptly.
Contact:
Phone: 03 9078 3862
Email: services@coolcare.com.au
These Terms do not prevent either party from using any complaint, tribunal, regulator or court process available under applicable law.
19. Privacy
Personal information is handled in accordance with our Privacy Policy. This includes information submitted through website forms, ServiceM8-related job records and Google Places address autocomplete.
20. Governing law
These Terms are governed by the laws of Victoria, Australia. The parties submit to the courts and tribunals having jurisdiction in Victoria, subject to any mandatory rights or jurisdiction that cannot lawfully be excluded.
21. Changes to these Terms
Coolcare may update these Terms from time to time to reflect changes to services, pricing structures, technology, business processes or legal requirements. The version that applies to a particular accepted quotation or confirmed job is subject to any job-specific terms and mandatory law applying at that time.