Terms & Conditions
Upkeep+ is a home maintenance & improvement subscription service (Upkeep+) offered by Insurance Australia Limited ABN 11 000 016 722 trading as Upkeep+ (we, our, us).
These terms & conditions (Terms & Conditions) govern your use of Upkeep+ products & services. By using the Upkeep+ web site & any associated platforms, channels, products or services, you agree to be bound by these Terms & Conditions.
From time to time, we may require changes to be made to Upkeep+. For example, to respond to changes in law or other environmental factors. You should review these Terms & Conditions regularly for any changes & your continued use of the Platform & Services will be deemed to be your acceptance of the modified Terms.
Terms & Conditions
1. Subscription Plans
1.1 Upkeep+ subscriptions are available for a 12-month period (Subscription Period) on the following billing plans:
1.2 Current Upkeep+ subscription fees can be viewed on our website at upkeepplus.com.
1.3 Each subscription will automatically renew at the end of each Subscription Period at the prevailing price (per clause 1.2 above) unless notified to us via email at email@example.com no later than 28 days before the end of the Subscription Period.
1.4 When selecting your subscription plan, please note that the definition of a ‘bedroom’ under an Upkeep+ subscription means a bedroom, study/home office or any other secondary living area such as a media room, rumpus room, sunroom, retreat, second living room or second lounge room. This is to ensure that your subscription inclusions cover these additional rooms. If in doubt, please email us firstname.lastname@example.org or call us at 1800 845 213 prior to purchasing your subscription.
1.5 If you have purchased a subscription plan that covers fewer bedrooms than your property has, we will notify you and update your subscription plan to the correct plan. If you do not wish to update your subscription plan, you can cancel. Please see clause 10 for cancellation details.
2.1 You authorise the Subscription Fee for your Upkeep+ subscription plan & any other charges you may incur in connection with your use of Upkeep+ such as Services, Materials & On-demand Services (including taxes & possible transaction fees), to be charged to your Payment Method on the specific billing date indicated on your “Account” page. The length of your billing cycle will depend on the type of billing plan that you choose when you sign-up. In some cases, your payment date may change, for example if your Payment Method has not successfully settled or if your Subscription Period began on a day not contained in a given month. Visit our website & click on the “Billing details” link on the “Account” page to see your next payment date.
2.2 To use the Upkeep+ service you must provide one or more Payment Methods. You authorise us to charge any Payment Method associated to your account in case your primary Payment Method is declined or no longer available to us for payment of your Subscription Fee. You remain responsible for any uncollected amounts. If a payment is not successfully settled, due to expiration, insufficient funds, or otherwise, & you do not cancel your account, we may suspend your access to Upkeep+ until we have successfully charged a valid Payment Method. For some Payment Methods, the issuer may charge you certain fees, such as foreign transaction fees or other fees relating to the processing of your Payment Method. Check with your Payment Method service provider for details.
2.3 We may pre-authorise your Payment Method in anticipation of subscription or Service-related charges (including for Materials & On-demand Services). In some instances, your available balance or credit limit may be reduced to reflect the authorisation.
2.4 You can update your Payment Methods by calling us on 1800 845 213 & selecting option 3 to speak to one of our customer support representatives. Alternatively, email email@example.com with your contact details & we will call you directly. We may also update your Payment Methods using information provided by the payment service providers. Following any update, you authorise us to continue to charge the applicable Payment Method(s).
3. Subscription Plan Coverage
3.1 In exchange for your payment of the relevant Subscription Fees, you will be entitled to a schedule of Services to be completed by Service Providers at the Nominated Property. To view the full list of Services & inclusions covered by each Upkeep+ subscription plan, see our website at upkeepplus.com.
3.2 We may change our subscription plans & the price of Upkeep+ from time to time; however, any price changes or changes to your subscription plans will apply no earlier than 28 days following notice to you. If you do not agree to any change made by us, you may terminate the Agreement by providing twenty-one (21) days written notice to us at firstname.lastname@example.org.
4.1 Services will be provided at the schedule as stipulated on an Annual Maintenance Plan or as otherwise agreed between you, us & the relevant Service Provider.
4.2 Any unused Services will not be carried over to a subsequent Subscription Period.
4.3 A Service will be deemed to have been used where the relevant Service Provider has been dispatched to the Nominated Property and:
a. an Authorised Person is not at the home when the Service Provider arrives; or
b. you subsequently advise that assistance is no longer required.
4.4 Where you exhaust the Service entitlement in a Subscription Period or part thereof, no further Services will be available under the Upkeep+ subscription until the next Subscription Period. However, additional On-demand Services may be requested via Upkeep+ (see below).
5.1 The cost of materials will be borne entirely by you, unless stated as being specially included within the relevant Service. See subscription plans details at https://upkeepplus.com/inclusions/ for included materials for each Service.
5.2 Following the completion of a Service, you will receive an invoice for the cost of materials plus any associated taxes & charges from the Service Provider & you hereby authorise your specified Payment Method to be charged for the cost of materials cost plus any associated taxes & charges.
6. On-demand Services
6.1 Where you wish for the Service Provider to carry out additional services at the Nominated Property outside of the Upkeep+ subscription Service entitlement, you may request the Service Provider to complete such additional services (On-demand Services). Any such On-demand Services or other services provided by a third party are at your sole expense & fall outside the Upkeep+ subscription.
6.2 Following the completion of an On-demand Service, you will receive an invoice & your specified Payment Method will be charged for the amount of the invoice.
7. Our Role & the Role of Service Providers
7.1 The electrical, plumbing & other maintenance services under an Upkeep+ subscription are carried out by Service Providers. When a Service Provider accepts a Service request from you, that Service becomes subject to an independent contract between you & the Service Provider. We are not a party to such contract & we do not hold ourselves out as being licensed to provide such services.
7.2 Upkeep+’s services will be limited to managing Upkeep+ subscriptions, including scheduling Service bookings (including for On-demand Services) & facilitating payments between you & the Service Provider.
7.3 Additionally, we or our related bodies corporate may provide limited services under an Upkeep+ subscription for which we are not required to hold a contractor licence.
7.4 If you have a complaint about Upkeep+, please contact us at email@example.com.
a. If your complaint relates to your subscription or billing, Upkeep+ will handle it directly
b. If your complaint relates to any issues in connection with a Service at the Nominated Property, for example in relation to quality, workmanship, materials, etc. then we will refer you to the relevant Service Provider to raise it directly. The Service Provider will seek to address your complaint within 3 business days.
8. Eligibility & Validation
8.1 Upkeep+ is available for residential properties to homeowners or their managing agents, including houses, duplexes, flats, units & apartments, who are 18 years of age or older. Upkeep+ is not available to tenants.
8.2 Upkeep+ is available within selected locations. To find out if Upkeep+ is available in your area, please visit upkeepplus.com.
8.3 Each Upkeep+ subscription is available for one Nominated Property only & will be limited to services within the property boundaries of that Nominated Property.
8.4 By purchasing an Upkeep+ subscription, you authorise us to accept Services from Authorised Persons & accept any risk associated with this authorisation.
8.5 Provision of Services & any other Upkeep+ services may be refused where:
a. there is an outstanding amount due;
b. you are unable to be verified as the homeowner or managing agent of the Nominated Property;
c. the person requesting a Service or any Upkeep+ service is unable to be verified as an Authorised Person; or
d. in our reasonable opinion or the reasonable opinion of a Service Provider, there is a risk of danger to the life, health, safety or property of any person or where this is a real risk of causing significant damage to the environment; or
e. in our reasonable opinion or the reasonable opinion of a Service Provider, you, an Authorised Person or any person at a Nominated Property are acting or behaving in a manner that is inappropriate, hostile, abusive, unlawful or dangerous.
8.6 We may suspend an Upkeep+ subscription if you have any payments owing, until such payments have been paid.
9. Change of Nominated Property
9.1 You may nominate one property for an Upkeep+ subscription at any one time & Services & any other services under an Upkeep+ subscription will only be available for that Nominated Property.
9.2 You can change the Nominated Property address once per Subscription Period without charge. The Subscription Fee will change if the new Nominated Property is a different subscription plan (for example, if it changes from a “Small House” to a “Standard House”). Additionally, to properly onboard the new Nominated Property & develop a tailored Annual Maintenance Plan, we will need to carry out a Property Inspection & charge for this service (such charges to be notified to you at the time of changing the Nominated Property address). Applicable charges per subscription plan are below:
a. Standard Apartment: $400
b. Large Apartment: $400
c. Small House: $400
d. Standard House: $450
e. Large House: $500
9.3 An Upkeep+ subscription cannot be transferred or assigned to any other person.
10. Cancellations, Cooling Off Period & Refunds
10.1 We may cancel an Upkeep+ subscription immediately where, in our reasonable opinion, you have:
a. breached these Terms & Conditions; or
b. acted in a manner that is inappropriate, hostile, abusive, unlawful or dangerous.
10.2 We reserve the right to refuse provision, extension or renewal of Upkeep+ subscriptions at the end of each Subscription Period.
10.3 You may cancel an Upkeep+ subscription at any time by emailing us at firstname.lastname@example.org. Please note, for your cancellation to be effective, you must expressly state that you are cancelling the Upkeep+ subscription for the relevant Nominated Property. This is required to ensure we understand exactly what you’re asking us to do.
10.4 You will be entitled to a full refund of any Subscription Fee paid provided:
a. you cancel within 14 days from the date of purchasing an Upkeep+ subscription; and
b. no Service entitlements have been used.
10.5 A Property Inspection is included as a sign-on bonus, provided you complete your first Subscription Period. If you decide to cancel your subscription before the end of the first Subscription Period & you have utilised the initial Property Inspection service, we may charge your Payment Method for the Property Inspection. Applicable charges per subscription plan are below:
a. Standard Apartment: $400
b. Large Apartment: $400
c. Small House: $400
d. Standard House: $450
e. Large House: $500
10.6 Refunds will only be offered when the amount you have paid in Subscription Fees (as a percentage of your total annual Subscription Fee) is greater than the number of Service Credits you have utilised (as a percentage of your total Service Credits) during the Subscription Period. If this is the case, you will receive a refund notice & will subsequently be paid the refund amount to your specified Payment Method within 28 days.
10.7 Conversely, where the number of Service Credits you have utilised (as a percentage of your total Service Credits) is greater than the amount you have paid in Subscription Fees (as a percentage of your total annual Subscription Fee) during the Subscription Period, we may charge you a one-off fee for the difference. If this is the case, you will receive an invoice & your specified Payment Method will be charged. Any cancellation charges will be reduced to ensure that your paid-up Subscription Fees plus cancellation charges are no more than your relevant total annual Subscription Fee.
11.1 Upkeep+ subscriptions are not available for:
a. non-residential properties;
b. properties used for commercial, retail, office, industrial or professional purposes;
c. properties used for commercial farming or agricultural properties;
d. portable, temporary or non-Fixed Dwellings, including but not limited to caravans, trailers, campervans, recreational or other vehicles;
e. properties or dwellings that are not approved by local council; or
f. properties outside the Upkeep+ eligible locations.
11.2 Upkeep+ is only available for the Service inclusions for your subscription plan. To view the full list of Services & inclusions covered by each Upkeep+ subscription plan, see our website at upkeepplus.com.
12.1 Notwithstanding anything to the contrary in these Terms & Conditions, to the extent permitted by law, we will not be liable to any person for any indirect, special or consequential loss or damage in connection with Upkeep+ products, services, subscriptions, Services, On-demand Services, or these Terms & Conditions, whether in contract, tort (including negligence), statute or otherwise.
12.2 Additionally, we accept no liability to any person in connection with:
a. any advice or recommendations given in the course of or in connection with Upkeep+ or Services, or On-demand Services;
b. any works performed under an Upkeep+ subscription or during a Service which would void a warranty, breach a contractual obligation or adversely affect an insurance claim or legal action involving you or the Nominated Property;
c. any failure or delay in providing any Upkeep+ services, including Services as a result of natural disasters or adverse weather conditions, third party acts or omissions (including any product or service offered or provided by a Service Provider or third party through Upkeep+), or any other event beyond our reasonable control;
d. inaccurate, incomplete or inadequate information supplied by you, or loss or damage incurred because of the use of your data;
e. viruses, worms or other harmful code that may be transmitted to or through Upkeep+, or damage, loss or injury resulting from hacking, tampering or other unauthorised access or use of Upkeep+, by any third party;
f. third party costs & expenses you incur in connection with your use of Upkeep+ which are not covered under a valid insurance claim; or
g. interruption to or loss of use of Upkeep+, or interrupted, delayed or failed transmission, storage or delivery of data in connection with your use Upkeep+.
12.3 Any applicable warranties for Services are provided at the discretion of the relevant Service Provider on a case by case basis & in addition to guarantees that cannot be excluded under the Australian Consumer Law. The details of any such warranty should be outlined in the independent contract between you & the relevant Service Provider (such as in the terms for the relevant quote and/or invoice). A Service warranty period (e.g. Pest Control) will not be offered where the home has an identified defect that can or could cause the Service to have a reduced effectiveness (e.g. leak, moisture, mould, damage to the property creating an external opening)
12.4 Upkeep+ does not represent that any Nominated Property under an Upkeep+ subscription will be, or will remain, in working order, and accepts no liability to any person, including, without limitation, in connection with damage, accidents or injuries that may occur following Upkeep+ services or Services whether in contract, tort (including negligence), statute or otherwise.
12.5 If, notwithstanding the above, we are found to be liable in connection with any of the items set out in section 11.2 or 11.3 above in the course of or in connection with Upkeep+, to the extent that our liability cannot be excluded by law, our maximum liability whether in contract, equity, statute or tort (including negligence) will be limited to $10,000 in respect of the aggregate of all claims during any consecutive period of 12 months.
12.6 If we change or withdraw any aspect of Upkeep+ at any time, our maximum liability to you will be the refund of the unused portion of the Subscription Fee.
12.7 Nothing in these Terms & Conditions limits any right or obligation you have under the Australian Consumer Law, including any consumer guarantee or right to refund, or any other right you have under any law, to the extent that it cannot lawfully be excluded or limited. Where we can limit our liability under the Australian Consumer Law, we limit such liability to the following (at our option): in the case of goods, the replacement of the goods or the supply of equivalent goods, the repair of the goods, the payment of the cost of replacing the goods or of acquiring equivalent goods; or in the case of services, the supplying of the services again, or the payment of the cost of having the services supplied again.
13. Property Inspections
13.1 A Property Inspection is limited to a visual assessment of the fully visible & accessible areas of the Nominated Property for the purpose of identifying maintenance tasks. The person completing the Property Inspection may not have expertise in building, electrical, plumbing, glazing, gas fitting, structural engineering or pest detection.
13.2 The Property Inspection is not:
a. an inspection to look for ‘timber pest activity’, asbestos or lead paints;
b. a ‘building inspection’; or
c. a ‘bushfire hazard assessment’.
If a customer requires any such inspections, this needs to be arranged separately by a suitably qualified, licensed & insured person in accordance with applicable laws & regulations.
13.3 The recommendations in an Annual Maintenance Plan are limited to reasonably foreseeable maintenance events based on a visual inspection of the Nominated Property.
13.4 The Annual Maintenance Plan is not a compliance report required by law or regulation. No liability will be accepted for any non-compliance of buildings at the Nominated Property to all applicable building legislative or regulatory requirements.
13.5 No representations are made that any inaccessible area of the Nominated Property is free from defects. Further, no liability will be accepted for defects which are not reasonably detected by a visual inspection without removal of any fixtures or fittings. No liability will be accepted for a failure to report a defect concealed, blocked or covered by furniture, fittings or home contents.
13.6 Any recommendations provided in the Annual Maintenance Plan for specific works or trades are provided as suggestions only. No representations are made that any such recommended works or trades are the sole or necessary trades, skills or qualifications required. No liability will be accepted for any works performed by third parties based on recommendations in any Annual Maintenance Plan.
Annual Maintenance Plan means the 12-month property maintenance plan recommended by Upkeep+ for a Nominated Property under an Upkeep+ subscription.
Authorised Persons means the Upkeep+ subscription customer or residents, tenants or managing agents of the Nominated Property. All Authorised Persons must 18 years of age or older.
Nominated Property means a property eligible for Upkeep+ that is nominated by you (the property owner) under your Upkeep+ subscription.
Payment Method means a current, valid, accepted method of payment, as may be updated from time to time, and which may include payment through your account with a third party.
Property Inspection means an initial inspection completed by us or a Service Provider at the Nominated Property to identify maintenance & improvement opportunities & to provide recommendations to the property owner in an Annual Maintenance Plan.
Service means any individual service provided at the Nominated Property under an Upkeep+ subscription including a Property Inspection, whether recommended under an Annual Maintenance Plan or as otherwise agreed between us & you (and, where applicable, the Service Provider).
Service Credits means the 100 “service credits” under each Upkeep+ subscription plan, for the purpose of determining the amount of refunds or fees that might apply in the event of cancellation of an Upkeep+ subscription (see the ‘Cancellations, Cooling Off Period & Refunds’ section of these Terms & Conditions), which are allocated as follows:
a. Standard & Large Apartment plans:
• Pest Control: 15 credits
• Annual Check-Up: 25 credits
• Plumbing & Electrical hours: 24 credits or 12 credits per hour
• Handyman hours: 36 credits or 9 credits per hour
b. Small, Standard & Large House plans:
• Pest Control: 13 credits
• Gutter Cleaning: 10 credits
• Annual Check-Up: 23 credits
• Plumbing & Electrical hours: 24 credits or 8 credits per hour
• Handyman hours: 30 credits or 6 credits per hour
Service Provider means licensed tradespersons or other service providers that provide Services to you in connection with Upkeep+.
Subscription Fee means the fees that are payable by you for an Upkeep+ subscription in accordance with the relevant billing plan.
Subscription Period means the 12-month period after the date an Upkeep+ subscription is purchased or renewed under any billing plan.
Upkeep+ means the home maintenance & improvement subscription offered by Insurance Australia Limited ABN 11 000 016 722 trading as Upkeep+.
For further information about Upkeep+, including the latest Terms & Conditions visit our website upkeepplus.com. All complaints, disputes or feedback relating to Upkeep+ should be directed to email@example.com.
To contact us visit our website upkeepplus.com for relevant contact options.
By subscribing to Upkeep+, you consent to Upkeep+ using your contact details (including email address & mobile phone number) to send you notices & marketing material in relation to Upkeep+, including by way of electronic communications. If you do not want to receive marketing communications, you may opt out by unsubscribing from such communications in the manner specified in such communications and/or specified on the Upkeep+ website.