"Our comprehensive guidelines are designed to provide clarity on our service, parts and warranties, as well as our policies and legal protections. We are committed to ensuring complete transparency by clearly outlining what you can expect from our partnership, including detailed explanations of our terms and conditions, fees, and service procedures."
Booking a service/work order or authorising work with South West Rocks Automotive (including its subsidiaries: South West Rocks Mobile Mechanics, Performance Vehicles, and Vehicle Inspection and Diagnostics), the Customer agrees to the following terms:
1.1. Work Authorisation: By providing verbal or written consent, the Customer authorises South West Rocks Automotive to perform the agreed services and fit necessary parts.
1.2. Estimates: All quotes are estimates based on initial inspections. If additional work or parts is required, we will seek customer approval before proceeding, except where the additional cost is less than 10% of the original estimate.
1.3. Booking Requests: An online booking is a request only. A contract is only formed once we confirm the booking via SMS, email, or phone
1.4. Information Accuracy: The Customer is responsible for providing accurate vehicle details (Make, Model, VIN, or Rego) and a description of the fault. We are not liable for delays or incorrect parts sourced due to inaccurate information provided during the booking process.
1.5. Digital Consent: By clicking "Confirm Booking" or replying "YES" to a booking SMS, the Customer provides a digital signature. This acts as a formal Service Authorisation for the initial inspection, diagnostic, or call-out fee.
2.1. Standard Fees and Pricing: For our standard fee, customers should visit our services pricing list at https://www.swrautomotive.com.au/prices.
2.2. Site Requirements (Mobile Services):
2.2a) Safety: The Customer must provide a safe, level, and legal work area. We reserve the right to refuse service if the location is deemed unsafe (e.g., steep inclines or high-traffic roads).
2.2b) Access: The Customer must ensure the vehicle is accessible at the scheduled time. If we cannot access the vehicle, the Call-Out Fee will still apply.
2.3 Travel and Call-Out Fees
2.3.a) Base Travel Fee: A base travel fee of $150.00 (“Base Travel Fee”) shall apply to all service locations situated beyond Jerseyville. The Base Travel Fee includes up to one (1) hour of return travel time.
2.3.b) Additional Travel Time: Where the total return travel time exceeds one (1) hour, additional travel time shall be charged at the rate of $2.00 per minute, calculated on a per-minute basis.
2.3.c) Travel Radius: For the purposes of these Terms and Conditions, any service location located beyond Jerseyville shall automatically incur the Base Travel Fee.
2.3.d) Application of Travel Time to Labour: Where the total return travel time is less than one (1) hour, the unused portion of that hour shall be applied as a credit toward labour performed during the same service appointment only.
For example, where the return travel time totals forty (40) minutes, the remaining twenty (20) minutes shall be applied to labour at no additional charge.
2.3.e) Limitations on Travel Time Credit:
(i) Any travel time credit is strictly limited to labour performed during the specific service call to which it relates.
(ii) The travel time credit is non-transferable and must not be applied to any other booking, invoice, or service.
(iii) The travel time credit has no cash value and must not be redeemed for cash, parts, materials, discounts, or any future services.
(iv) Any unused portion of the travel time credit is forfeited at the conclusion of the relevant service appointment.
2.4. Time-Based Surcharges
These multipliers apply to the Call-Out Fee and the Labour Rate:
Mon–Fri (7am–6pm): Standard Rate (100%)
Mon–Fri (After Hours): 150%)
Saturday (Standard Hours): 150%)
Saturday (After Hours): 200%)
Sunday (Standard Hours): 200%)
Sunday (After Hours): 250%)
2.5. Expedited Service: An Expedited Service Fee of $156.25 per hour (25% surcharge on our base rate) applies to any repair meeting either of these criteria:
2.5.a) Complex Jobs: Any repair estimated at 5 hours or more of total labor.
2.5.b) Priority Turnaround for Major Works: Any job where the client requires completion of a complex or time consuming repair, within a 48-hour timeframe.
2.6. Minimum Charges and Cancellations:
2.6a) Minimum Labour: A minimum charge of one (1) hour of labour applies to all on-site visits.
2.6b) Cancellations: We require at least 24 hours' notice for cancellations. Failure to provide notice may result in a cancellation fee equal to the standard Call-Out Fee.
2.7. Subcontracting and Compliance: We reserve the right to sublet or subcontract any part of the repair or diagnostic services to third-party specialists. We warrant that all subcontractors engaged are fully licensed and that all work is performed in accordance with Australian Consumer Law and relevant industry standards. We remain responsible for ensuring all services meet our quality and safety requirements.
2.8. Force Majeure: We are not liable for any delays or failure to perform due to circumstances beyond our control, including but not limited to parts supply chain disruptions, extreme weather, or government restrictions.
3.1. New Parts: We exclusively source new parts from reputable suppliers that meet or exceed Original Equipment Manufacturer (OEM) specifications. This ensures the integrity of your vehicle's warranty and performance.
3.2. Parts Procurement & Deposits
3.2.a) Standard Parts: For general service items, parts will be invoiced upon completion of the work.
3.2.b) Special Order/High-Value Parts: Any parts specifically ordered for your vehicle that are not standard stock, or items exceeding a value of $500, require a non-refundable deposit of 50% before the order is placed.
3.3. Cancellations: If you cancel a booking after special-order parts have been procured, you will be liable for any restocking fees charged by our suppliers.
3.4. Manufacturer’s Warranty: All new parts are covered by the manufacturer's warranty. In the event of a part failure within the warranty period, we will handle the claim on your behalf.
3.5. Labor Coverage: Please note that while the manufacturer may cover the cost of the part, they do not always cover the labor costs for removal and re-installation. In such cases, labor may be billable.
3.6. Ownership of Parts: Title and ownership of any parts supplied and fitted to the vehicle do not pass to the customer until the invoice is paid in full. We reserve the right to remove parts if payment is not received as per our payment terms.
3.7. Customer Supplied and Second-Hand Parts: South West Rocks Automotive provides zero warranty on the functionality, longevity, or fitment of second-hand or customer-supplied parts. If a part is found to be faulty upon installation or fails shortly after, the customer is responsible for all additional labour costs for removal and replacement.
3.7.a) No Warranty on Labour: Our standard labour warranty is voided when installing parts not supplied by our business, as we cannot guarantee the performance of the component.
3.7.b) Labour Surcharge: A flat surcharge of $50 for 1st part then $22 per extra part applies to all jobs involving customer-supplied or second-hand parts. This covers the additional time required for inspection and verification of compatibility.
3.7.c) Liability: We are not liable for any failure, damage, or injury caused by customer-supplied/second-hand parts. If a supplied part is faulty, the Customer is responsible for the full labour cost of installation and any subsequent removal/re-installation.
3.7.d) Safety Discretion: We reserve the right to refuse the fitment of any second-hand or customer-supplied part if our technicians deem it to be unsafe, incorrect for the vehicle, or of substandard quality.
3.7.e) Handling Fee: Customers are responsible for ensuring all necessary gaskets, seals, and hardware are included with their supplied parts. Any missing items sourced by us will be billed at retail price.
4.1. Payment Due: Full payment is required immediately upon completion of work via Cash, EFTPOS, bank transfer, Afterpay or Credit Card unless a prior account has been established.
4.2. Lien: In accordance with NSW law, we reserve the right to exercise a Repairer’s Lien over the vehicle to secure payment. The vehicle may be retained until all outstanding invoices are cleared. You grant us a general and particular lien over the vehicle and its contents for all unpaid debts. We reserve the right to retain possession of the vehicle until all invoices, including storage fees, are paid in full unless other agreements have been formalised.
4.3. Late Payment Terms: Any invoice not paid by the specified due date is subject to late fees.
4.3.a) Interest on Overdue Accounts: Any invoice not paid by the due date will accrue interest at a rate of 11.65% per annum (calculated daily).
4.3.b) Administrative Fee: In addition to interest, a flat late payment fee of $25.00 may be applied to each overdue invoice to cover administrative recovery costs.
4.3.c) Application of Payments: Payments will be applied first to any accrued interest and administrative fees, and then to the principal amount.
4.4. Minimum Fees and Collection: The company reserves the right to waive minor interest amounts at its discretion. However, continued non-payment may result in the suspension of services and the referral of the account to a collection agency.
4.5. Storage and Disposal Terms for Unrepairable Vehicles
4.5.a) Valuation Assessment: We reserve the sole right to determine if a vehicle is "beyond economical repair" based on current market value versus estimated parts and labor costs.
4.5.b) Notification Period: Owners will be notified of the assessment via the contact information provided at the time of towing.
4.5.c) Storage Fees: Daily storage fees of $12.50 apply starting 48 hours after the vehicle is diagnosed unless other terms or arrangements have been formalised. These fees must be paid in full before the vehicle is released.
4.5.d) Disposal Authority: If the vehicle is not collected or a repair agreement is not reached within 14 days, it will be deemed abandoned. We reserve the right to lien the title, sell the vehicle for parts, or scrap it to recover towing and storage costs after an additional 28 days, in accordance to the Uncollected goods Act 1995.
4.6. Liability Waiver: We are not responsible for any loss or damage to vehicles or personal property left inside vehicles deemed unrepairable while they remain on our premises.
5.1. Workmanship Warranty and Exclusions:
5.1.a) Workmanship: We provide a 6-month or 10,000km warranty (whichever occurs first) on our workmanship for parts supplied by us.
5.1.b) Exclusions: Warranty is voided by misuse, neglect, accidental damage, or modifications or work performed by third parties.
5.2. General Limitation of Liability: To the extent permitted by Australian Consumer Law, we are not liable for indirect or consequential losses, including towing fees, car hire, or loss of income due to vehicle downtime unless as declared to do so by the court. Furthermore, we accept no liability for pre-existing faults, prior faulty workmanship, pre-identified faults and customer negligence.
5.3. Limitation of Liability (Indirect Loss): To the maximum extent permitted by law, the Liability of the Company to the Customer for any loss, damage, or injury arising out of or in connection with the services provided, whether in contract, tort (including negligence), or otherwise, is limited to:
5.3.a) The resupply of the services; or
5.3.b) The cost of having the services supplied again; or
5.3.c) A maximum aggregate amount equal to the total fees paid by the Customer for the specific service giving rise to the claim.
5.4. Exclusion of Consequential Loss: The Company will not be liable for any indirect, incidental, or consequential loss, including but not limited to loss of profit or revenue; loss of business opportunity or reputation; Loss of use of a vehicle or equipment; or any other loss that does not arise naturally (according to the usual course of things) from the breach or event.
5.5. Statutory Guarantees: Nothing in this agreement excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law which cannot be lawfully excluded or limited.
5.4. Consumer Affairs & Your Rights (The "Fair Go" Clause): Our Commitment to You (Australian Consumer Law): In accordance with NSW Fair Trading and Consumer Affairs guidelines. We will provide a clear explanation of all work performed and a breakdown of parts and labour. We will never perform additional repairs without your explicit consent. If we find a new issue during service, we will provide a quote first. Upon request, we will show you any replaced parts to verify the work performed.
5.5. Right to Rectify: If you believe a service has not been performed with due care and skill, you have the right to have it fixed. Under our policy, South West Rocks Automotive must be given the first opportunity to inspect and rectify the issue before any third-party repairs are authorised or all protections will be void.
We collect your personal and vehicle data to provide services, for marketing and customer communications and business updates, and maintain warranty and vehicle records. Your information is managed according to the Australian Privacy Principles and will not be sold to third parties. Your data is handled in accordance with the Privacy Act 1988.