07 5211 0721 info@nu-cover.com.au

Terms of Service.

 

 

 

 

Full Form Policy

Nu-Cover® Stone Bench Top After-Care Full-Form Policy

Introduction

Welcome to Nu-Cover®, the premier provider of specialised after-care solutions for stone bench-tops. We pride ourselves on preserving the beauty and extending the life of your stone surfaces. This policy outlines the comprehensive range of services we offer, ensuring your bench-tops always reflect the highest standard of care and craftsmanship.

Scope of Services

At Nu-Cover®, we specialise in after-care for a variety of stone bench-tops, including granite, marble, quartz, porcelain, and engineered stone. Our services encompass everything from routine maintenance and minor repairs to major restorations and emergency interventions. We employ the latest techniques and highest quality materials to maintain the aesthetic and functional integrity of your bench-tops.

Please note: This policy does not cover surface protection services provided under our separate Nu-Seal sealing warranty or Nu-Guard marble protection program. These are governed by their own terms and conditions, available at nu-cover.com.au/resources.

Definitions

Minor Repair: Repair work targeting small-scale damage such as chips, joint repairs, or stains (generally work that can be completed within 2–3 hours on site).

Major Repair: Comprehensive restoration efforts for significant damages like large cracks, face scratches, or structural issues.

After-Care Service Request: A formal application for maintenance or repair services, initiated by the customer under the terms of their selected after-care plan.

Repair Limitations: All repairs are cosmetic in nature and do not include structural reinforcement, reinstallation, or replacement of stone sections unless explicitly quoted and approved as a major restoration.

After-Care Service Plans

Bronze Plan: This entry-level plan offers basic care, including access to our online stone care guides and limited email support.

Silver Plan: A step up, providing 2 minor repair services, continuous online support, and discounted rates for additional services.

Gold Plan: Comprehensive coverage, including both minor and major repair services, priority customer support, and access to educational content on stone care.

Platinum Plan: Our most extensive plan, offering our most robust services, telephone support, and access to our products with our biggest discount. The Platinum Plan also includes the Clean & Gleam service.

Repair Allowance Terms: Repair allowances apply across the full term of the plan and do not reset annually.

Eligibility and Activation

Activation Process: Nu-Cover® service plans are activated at the time of purchase by an authorised reseller via our partner portal. A Policy Start Date is nominated, which becomes the official commencement date.

Customer Account Access: Once activated and payment is received, the customer will receive an email invitation to activate their Nu-Cover® account and access the customer portal, including care guides and troubleshooting tools.

Responsibility for Plan Start Date: It is the responsibility of the reseller and/or customer to ensure the Policy Start Date accurately reflects the date of successful installation. Nu-Cover® is not responsible for defects, installation-related issues, or damage occurring prior to this date.

Exclusion of Pre-Existing Defects and Installation Issues: These must be resolved by the manufacturer, installer, or responsible tradesperson before the Policy Start Date.

Damage by Other Trades: Not covered unless otherwise approved. Our coverage applies solely to accidental damage occurring under normal homeowner use from the Policy Start Date onward.

Adjustment Requests: May be considered in legitimate cases (e.g., installation delays) if submitted in writing before any service request and subject to Nu-Cover®’s approval.

Eligibility for Physical Repairs: Begins six months after the Policy Start Date.

Acknowledgment by Owner: Activating a plan confirms the customer acknowledges the condition of the bench-top, agrees to the Policy Start Date, and accepts the exclusions.

Surface Condition & Sealing Disclaimer: If your bench-top has not been sealed or has been sealed with a non-recommended product, Nu-Cover® cannot guarantee outcomes of surface restoration services. We recommend professional sealing at the time of installation or through a Nu-Seal service where applicable.

Term of Service

Policy Commencement Date: The plan begins on the Policy Start Date nominated at the time of purchase.

Responsibility for Start Date Accuracy: As above, falls to the reseller and/or customer.

Adjustment of Start Date: At Nu-Cover®’s discretion if requested prior to service.

Coverage Duration: Plans range from 1 to 5 years, starting from the confirmed Policy Start Date.

Activation Confirmation: Sent to customers via email upon plan activation.

Service Details

Each plan includes a detailed breakdown of services. Higher-tier plans include more frequent and extensive care.

Clean & Gleam Service: Included in the Platinum Plan and available at a discounted rate to other eligible plans. This service includes expert chip, joint, and crack repairs, sink area revitalisation, silicone replacement (if required), and a thorough micro-polish to refresh the stone.

Optional Product Sales: Customers may be offered optional Nu-Cover® products, such as stone-safe cleaners or stain-removal poultices, to support ongoing care. These are available via the customer portal or by request.

Exclusions and Limitations

  • Damages from misuse, neglect, or natural disasters are excluded.

  • Coverage is limited to the registered bench-top only.

  • Alterations or modifications without Nu-Cover®’s approval may void the plan.

  • Accidental damage under normal use is covered subject to the selected service level.

Marble Etching

Exclusion from Standard Plans: Etching on marble is not included.

Specialised Service: Available at a discounted rate. Customers must contact Nu-Cover® for assessment and quote.

Understanding Etching: Caused by acidic substances, leading to dull or damaged surfaces.

Customer Obligations

Customers must:

  • Provide timely access for scheduled services

  • Follow provided care guides

  • Promptly report any damage or issues

Digital Service Records: Service records, including photographs, scope of work, and communications, will be digitally stored. Customers may request a summary of their service history at any time.

Service Request Process

Requests are made via the customer portal and must include a description and photos. Nu-Cover® aims to respond within 3 business days. Platinum customers receive priority scheduling.

Cancellation and Renewal

  • Plans can be cancelled anytime, but no refunds are issued after services are accessed.

  • Renewal options are offered prior to expiry to ensure continued coverage.

Transferability: Service plans are non-transferable unless otherwise approved in writing by Nu-Cover®. Transfer requests must be submitted within 30 days of property sale or ownership change.

Liability and Dispute Resolution

Nu-Cover®’s liability is limited to the provision of services under the plan. Disputes will follow internal resolution first, then mediation or legal arbitration in Queensland if necessary.

Amendments to Terms and Policy

Nu-Cover® may update this policy. Significant changes will be communicated directly or via nu-cover.com.au/resources.

Governing Law

This policy is governed by Queensland law. Disputes fall under the jurisdiction of Queensland courts.

Contact Information

Email: info@nu-cover.com.au Phone: 07 5211 0721

Glossary of Terms

A glossary is available on request or through our customer portal.

FAQ

See our FAQ for common questions about plan coverage and care.

Provision of Services Agreement

Service Execution by Nu Life Stone Care Pty Ltd (ABN 46 663 529 762):

  • Services are performed either by Nu Life Stone Care’s in-house team or approved third-party technicians.

  • All third parties are vetted to meet our standards.

  • Quality and customer satisfaction are central, regardless of who performs the work.

Consumer Rights

This service is provided in addition to any rights under Australian Consumer Law.

Acknowledgement and Agreement

By purchasing a plan, the customer acknowledges and agrees to the terms herein.

Fair Use Policy for Nu-Cover® Platinum Plan

Purpose

To maintain equitable access and service quality.

Scope

Applies to all customers enrolled in the Platinum Plan.

Definition of Unlimited Repairs

  • Includes cosmetic and structural repairs.

  • Limited to bench-tops registered under the plan.

Fair Use Guidelines

  • Repairs must reflect normal homeowner usage.

  • Excessive or repeated repair requests may trigger review.

  • Damage from misuse, pre-existing issues, or unauthorised modifications is excluded.

Assessment and Review

Nu-Cover® may:

  • Review usage if excessive

  • Contact customers to propose alternatives

  • Restrict or suspend benefits for misuse

Compliance

Enrolling in the Platinum Plan confirms agreement to this Fair Use Policy.

Modifications

Nu-Cover® may revise this policy. Customers will be notified of material changes.

Nu-Cover® Partner Terms and Conditions

Effective upon acceptance via digital acknowledgement (check mark) at sign-up within the Nu-Cover platform

Appointment and Scope

  1. Nu-Cover® appoints the Partner as a non-exclusive reseller.

  2. You may not act as an agent or employee of Nu-Cover.

Exclusivity of Warranty Offering

  1. You may not offer competing warranties alongside or instead of Nu-Cover plans.

Customer Registration and Activation

  1. Policies are provisionally registered upon submission.

  2. Plans are not valid until payment is received and installation completed.

  3. Policies unpaid after 90 days are suspended, and the customer will be notified.

Payment Obligations

  1. Partners must ensure timely, full payment.

  2. Overdue accounts may incur 10% interest per annum.

Marketing and Representation

  1. Use only authorised branding and materials.

  2. Misrepresentation may result in termination.

Legal Compliance

  1. You must comply with Australian Consumer Law and fair trading laws.

Termination

  1. Nu-Cover® may suspend or terminate the agreement for breaches or reputational harm.

Confidentiality

  1. Commercial and customer information must be kept confidential.

Liability and Indemnity

  1. Nu-Cover® disclaims indirect losses; you indemnify us against breaches.

Governing Law

  1. The agreement is governed by Queensland law.

Acceptance

By accepting digitally, you confirm authority to act and agree to these terms.