Terms and Conditions

Please read this Agreement carefully.

1. Overview

These Terms and Conditions (“Agreement”) govern your use of our services, products, and any related activities provided by Baker Group AU Pty Ltd (referred to as “Service Provider,” “we,” “us,” or “our”). By accessing or using our services, you (“Customer,” “user,” or “you”) agree to comply with and be bound by these terms.
This Agreement does not supersede current processes and procedures unless explicitly stated herein.Definitions

2. Definitions

In this Agreement, the terms “Service Provider,” “Customer,” and “parties” refer to Baker Group AU Pty Ltd and the user(s) accessing or using our services. The term “parties” collectively refers to both the Service Provider and the Customer.

“Metro Area” is defined as 60km or 1 hour from the capital city centre, whichever is incurred first.

3. Goals and Objectives

The goal of this Agreement is to obtain a mutual agreement regarding the extent of services supplied by the Provider.
The objective of this Agreement is to:

Ensure both parties acknowledge and agree to the commercial relationship.

Clarify the responsibilities and potential liabilities of both parties.

4. Service Scope

To provide proactive and reactive repairs and maintenance to catering equipment, including gas, electrical and warewashing appliances to the Customer.

5. Customer Responsibilities

The customer will provide access to the property where the service will be performed. If the Customer’s representative is not present at the time of the service call, the Customer is responsible for providing a means of access to the Provider before the scheduled time of the Service Call. Failure to provide access to the property, fees and charges may be incurred.
The Customer is responsible to ensure the equipment being serviced is turned off and cooled to an appropriate temperature before the scheduled service booking time. If the Customer’s equipment is not accessible at this time, fees and charges may be incurred.
On-site Induction: Should the Provider be required to attend induction training onsite/online before commencing services, the induction fee will be on-charged to the Customer at an hourly rate, plus any additional licensing fees associated with registration to access site/s.

6. Support Availability

Phone Support:

Our phone support is available from 8:00am-6:00pm AEST, Monday to Friday. Please note that these hours are subject to change, and any modifications will be communicated in advance.

After Hours Emergency Breakdown:
Our after-hours emergency breakdown service is available 24/7 to address critical issues affecting your operations outside regular business hours. The after-hours service specifically covers emergency breakdown situations that require immediate attention to prevent or minimize business disruption.

The after-hours service is subject to additional charges, known as after-hours rates. These rates apply to services rendered outside of standard business hours.
After-hours rates will be communicated to the Customer in advance and may vary based on the nature of the emergency and the type of service required.

Email Support:

We offer email support from 8:00am-6:00pm AEST, Monday to Friday. Our team will strive to respond to emails within 4 hours, excluding weekends and public holidays.

7. Service Requests

Submission:

Service requests can be submitted through our designated channels, including phone (1800 24 24 28) or email (service@bakergroupau.com.au)

Response Times:

Our goal is to acknowledge service requests promptly. Standard response times are as follows:

Priority 1: Within 4 Business Hours

Priority 2: Within 8 Business Hours

Priority 3: Within 3 Business Days

Priority 4: Scheduled Date and Time

Priority Definitions

Priority 1 (Critical):

Issues that cause a critical impact on your business operations, resulting in a complete loss of service.

Priority 2 (High):

Issues that have a significant impact on your business operations but do not result in a complete loss of service.

Priority 3 (Medium):

Issues that have a moderate impact on your business operations, with a partial loss of service.

Priority 4 (Low):

General inquiries, requests for information, or non-urgent issues that have minimal impact on your business operations.

The Service Provider retains the right to make the final determination of priority level.

8. Labour Rates and Charges Schedule

Labour rates for services provided by Baker Group AU Pty Ltd (“Provider”) will be charged in 15-minute increments.
The minimum charge for any service call will include one call-out fee and one hour of labour, even if the actual service duration is less than one hour.
Travel within the designated metro area is included in the standard service rates.
Travel outside the metro area will be subject to additional charges. The hourly labour rate will apply, and it will be billed in 15-minute increments.
Service appointments are scheduled based on the estimated duration of the service. The actual time spent on the service will be recorded in 15-minute increments.
The call-out fee is a flat fee charged for dispatching a technician or service personnel to the specified location.
Before incurring additional charges, the Service Provider will seek approval from the client. This includes additional labour time or parts required to complete repairs.
Approval may be sought verbally, or in writing, with consideration given to the pre-approval limit defined by the Customer.
Parking and freight costs incurred by the Provider during service attendance will be on charged to the customer.
Parking costs include fees related to parking facilities or street parking required for service attendance. Freight costs encompass shipping, transportation, and delivery charges associated with the service.
Due to the variable nature of parking and freight costs, the actual amounts incurred will be determined after the service attendance.

9. Service Management Responsibilities

Customer Responsibilities:

It is the Customer’s responsibility to provide accurate and complete information when reporting service requests. This incudes, but is not limited to, Model, serial, fault access and availability times.

Service Provider Responsibilities:

We commit to dedicating appropriate resources to address service requests promptly and efficiently, based on the defined priority levels.

10. Escalation Procedures

Escalation Levels:

In the event of unresolved issues, escalation procedures will be implemented, involving higher-level support and management as necessary.

Communication:

Clear communication will be maintained throughout the escalation process, with updates provided to the Customer on the status and resolution progress.

11. General

The Customer is responsible for the accuracy of all numbers, information and data associated with the Customer’s account. The Provider is not responsible for any liability for damages arising out of, or in connection with, the Customer’s use of the Service.

12. Payment Terms: Net 30 Days

Invoicing:

Invoices for goods or services provided by Baker Group AU Pty Ltd will be issued promptly upon completion of the transaction or as otherwise agreed upon.

Net 30 Days:

Payment for the invoiced amount is due within 30 days from the date of the invoice (“Payment Due Date”).

Late Payments

In the event that payment is not received by the Payment Due Date, a late payment fee may be applied at the discretion of the Provider. The late payment fee will be [specify percentage] per month or the maximum allowable by law.

Communication of Late Payment:

The Provider reserves the right to communicate with the Customer regarding any late payments and may suspend or terminate services until payment is received.

Payment Methods

Payments should be made in the currency specified on the invoice and can be remitted through the methods agreed upon between the parties, such as bank transfer, credit card, or other acceptable payment methods.

Credit Terms

Extension of credit terms beyond Net 30 Days may be subject to credit approval by the Provider.

Dispute Resolution

In the event of a dispute regarding an invoice, the Customer must notify the Provider within 14 days from the invoice date. Both parties will work together in good faith to resolve the dispute promptly.

13. Privacy

The personal information that the Provider obtains from or about the Customer is collected for business purposes of providing the Customer with services ordered.
The Provider’s Privacy Policy details why personal information is collected, who the Provider may disclose it to (including whether it is likely to disclose it to overseas recipients), and the main consequences (if any) if the Provider does not collect it.
The Privacy Policy also contains information about how the Customer may seek access to, or correction of, the personal information held by the Provider, and the complaint resolution procedures. Please contact the Business Relationship Manager to obtain a copy of the Privacy Policy.

14. Warranty

Our goods and services come with guarantees that cannot be excluded under Australian Consumer law.
The Customer indemnifies the Provider against costs of parts and repairs if it is determined by the Provider that the Customer’s equipment has failed due to misuse or negligence by the Customer (or their representatives).
The Service Provider warrants that all services performed will meet industry-standard workmanship practices and will be free from defects for a period of 30 days from the completion date.
The Warranty covers defects arising from faulty workmanship or issues directly related to the services rendered. It does not cover damage caused by external factors, misuse, or modifications made by parties other than the Service Provider.
To activate the Warranty, the Customer must promptly notify the Service Provider of any defects or issues within the 30-day period following the completion of the service.
The Customer agrees to provide the Service Provider with reasonable access to the site to inspect and remedy any issues covered by the Warranty.
In the event of a valid claim under the Warranty, the Service Provider will, at its discretion, either repair or replace the defective workmanship within a reasonable timeframe.
Any attempts by parties other than the Service Provider to remedy defects during the Warranty period will void the Warranty.
The Warranty does not cover defects or issues arising from third-party products, materials, or components not supplied by the Service Provider.
Normal wear and tear, as determined by industry standards, is excluded from the Warranty.
The 30-day period of the Warranty begins on the completion date of the service as documented by the Service Provider.
The maximum liability of the Service Provider under this Warranty is limited to the cost of remedying the defective workmanship.
The Provider warrants that the supplied spare parts will be free from defects in material for a period of 90 days from the date of installation or purchase.
Spare parts warranty is applicable only to the parts replaced and not others that may cause a similar fault.
The Parts Warranty does not cover labour costs associated with the removal or installation of spare parts. Such costs are the responsibility of the Customer.
Supplied equipment warranties are underwritten by the importer/distributor. The importer/distributor retains ownership of equipment warranties.

15. Limit of Liability

The Provider is not liable for any loss of performance, non-performance, loss of productivity, delays in delivery, delays in service, loss of income or revenue as a result of providing the Services.
The Customer indemnifies the Provider against any liability for damages to third parties using the equipment that has been serviced by the Provider or its subcontractors.

16. Variation

This agreement may not be changed or modified in any way except in writing signed by or on behalf of all the parties.

17. Governing Law

This agreement is governed by and is to be construed and take effect in accordance with the laws of New South Wales. Each party irrevocably and unconditionally submits to the non-exclusive jurisdiction of the courts of New South Wales.

18. Counterparts

This agreement may be executed in counterparts (that is, separate copies of the same document, each signed by each party). All executed counterparts constitute one agreement.

19. Modification of Terms

We reserve the right to update, change, or replace any part of these Terms and Conditions. The Supplier will endeavour to update the client on any major changes to the terms however, it is the Customer’s responsibility to check this page periodically for changes. Your continued use of our services following any modifications constitutes acceptance of those changes.

20. Additional Policies

In addition to these Terms and Conditions, the use of specific services may be subject to additional guidelines, rules, or policies. By using such services, you agree to abide by these additional terms.

Thank you for choosing Baker Group AU. We are committed to providing you with excellent service, and we appreciate your cooperation in complying with these Terms and Conditions. If you have any questions or concerns, please contact us at ph: 1800 24 24 28 or email us at service@bakergroupau.com.au .