KEN CARES MEMBERSHIP – TERMS & CONDITIONS
Last updated: 20/11/2025
These Terms & Conditions govern all Ken Cares Memberships offered by Ken Hall. By purchasing or maintaining a membership, you agree to the following.
1. Definitions
For clarity throughout these Terms:
- “Member” means a customer with an active, fully paid Ken Cares Membership.
- “Property or Location” means the single residential address covered by a membership.
- “Service” means maintenance work such as inspections, cleaning, servicing, and routine checks.
- “Repair” means work performed to fix or restore an existing fixture, system, or component.
- “Installation” means the installation of new equipment, parts, systems, or pipe relining.
- “Workmanship” refers to the quality of labour performed by Ken Hall technicians.
- “Blackout Periods” are seasonal periods during which free annual services cannot be redeemed.
- “Membership Year” means the 12-month period starting on the membership activation date.
2. Membership Term, Billing and Renewal
2.1 Each membership has a minimum fixed term of 12 months, billed monthly.
2.2 If the member cancels during the minimum term, the member must pay the remaining balance for the full 12 months.
2.3 Memberships automatically renew for another 12-month term unless the member notifies Ken Hall at least 30 days prior to renewal.
2.4 Membership fees, inclusions, and pricing may change at renewal. Members will be notified of any changes before the next term begins.
2.5 Memberships apply to residential properties only.
2.6 Each property requires its own membership.
2.7 Ken Hall may approve, decline, suspend or cancel a membership at its discretion, including (but not limited to) misuse or non-payment.
3. Membership Benefits
3.1 Priority Service
- Members are scheduled as next in line compared to non-members for jobs of the same urgency level.
- Priority does not:
- override genuine emergencies
- guarantee same-day attendance
3.2 Members-Only Phone Line
Members receive a dedicated phone number that places them ahead of non-member callers in the call queue.
3.3 Attendance Charges
- Signature Members: No attendance charge
- Essential Members: Reduced attendance charge
- Non-members: Standard attendance charge applies
3.4 Emergency Attendance
- Signature Members: Free emergency attendance (labour and materials still apply)
- Essential Members: 50% discount on emergency attendance fee
3.5 Discounts
Repairs & Services
- Essential: 5%
- Signature: 10%
Installations
- Essential: N/A discount
- Signature: 10% discount
Discounts do not stack with other offers unless explicitly stated.
3.6 Annual Included Services
Each Membership Year includes the following one visit per service type:
- Annual Plumbing Inspection
- Annual Electrical Inspection
- Blackout: 1 December – 31 January
- Annual Hot Water Service
- Annual Sewer or Stormwater Camera Inspection
- Blackout: 1 June – 31 August
- Annual Seasonal Cooling or Heating Service (member chooses one each year)
- Cooling blackout: 1 November – 28 February
- Heating blackout: 1 June – 31 August
Regular media filter included
Additional Charges May Apply
- Special filter orders when required (e.g., cartridge filters, HEPA-like leak filters)
- Annual Roofing Inspection
- Blackout: 1 June – 31 August
3.7 Optional Add-Ons
Annual Gutter Cleaning
- Single-storey: 1 annual clean included in the add-on ($25/month)
- Double-storey: 1 annual clean included in the add-on ($41.50/month)
Additional Charges May Apply
- heavy debris
- gutter guard removal
- unusual roof access (e.g. steep pitch)
- additional structures: garages, pergolas, sheds, carports
- safety or height requirements
All additional charges are quoted before work begins.
Additional Visits
Members may purchase extra gutter cleans or additional visits.
4. “Available on Request” Services
4.1 The included services are not automatically scheduled and must be booked by the member.
4.2 Ken Hall may contact members to offer unused annual services, but is not obligated to do so.
4.3 Included services cannot be redeemed during Blackout Periods unless the member opts to pay full non-member pricing.
5. Lifetime Workmanship Warranty
5.1 The warranty applies only while the member maintains an active membership, without interruption.
5.2 The warranty covers workmanship only, not:
- product or material defects
- manufacturer faults
- deterioration due to age or environment
- wear-and-tear
- misuse, neglect, accidental damage or external events
5.3 The warranty applies only to work completed by Ken Hall while the membership was active.
5.4 All claims require:
- an in-person inspection by Ken Hall
- approval from a manager before any warranty work is performed
5.5 Clarification of Covered vs Non-Covered Work
Covered Workmanship
Generally includes:
- general plumbing repairs
- standard electrical repairs and installations
- hot water system installations
- standard A/C installations
- standard fixture replacements (taps, toilets, outlets)
- pipe relining
Not Covered or Partially Covered
Due to complexity, cost, material exposure or difficulty proving workmanship after long intervals, the following are not covered by the Lifetime Workmanship Warranty:
- full or partial bathroom renovations
- full kitchen renovations
- roof replacements or major roofing works
- full external house painting
- evaporative cooling systems or aged systems
- service-only jobs (no repair or installation performed) such as:
- re-grouting
- cleaning
- inspections
- basic adjustments
5.6 Reasonable Value Cap
For large projects or high-value installations, Ken Hall may apply a reasonable cost cap to warranty liabilities.
This cap is determined at the discretion of Ken Hall management.
6. Exclusions and Limitations
6.1 Membership benefits apply only to the specific property listed on the membership.
6.2 Membership benefits cannot be exchanged for cash, credit or alternative services.
6.3 Membership does not cover:
- third-party workmanship
- accidental damage
- product or component failure
- failures unrelated to workmanship
- any work performed by others
6.4 Service may be refused where conditions are unsafe, access is restricted, or work is impractical.
6.5 If the member falls behind on payments, membership benefits are suspended until the account is up to date.
7. Changes to the Membership Program
7.1 Ken Hall may update membership features, pricing or terms at any time.
7.2 Changes come into effect at the next renewal unless required earlier by operational needs or law.
7.3 Updated Terms & Conditions will be available on the Ken Hall website.
8. Contact Information
For questions, updates or cancellations:
Website: callken.com.au/membership_tcs
Phone: Members-only number (08) 7428 7929
