Membership - Terms & Conditions

KEN CARES MEMBERSHIP – TERMS & CONDITIONS

Last updated: April 2026

These Terms & Conditions govern all Ken Cares Memberships offered by Ken Hall Plumbers Pty Ltd trading as Ken Hall (“Ken Hall”, “we”, “us”). By purchasing or maintaining a membership, you agree to the following.

Ken Cares is a home maintenance and discount membership program. It is not an insurance product, warranty policy, or guarantee against future faults, failures, or damage. Membership does not replace home and contents insurance or any other insurance product.

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, which must be within the Service Area (see section 2.8).
• “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, renovations or pipe relining.
• “Workmanship” refers to the quality of labour performed by Ken Hall technicians.
• “Blackout Periods” are seasonal periods during which certain included annual services cannot be redeemed at no charge.
• “Membership Year” means the 12-month period starting on the membership activation date.
• “Service Area” means the Adelaide Metropolitan Area as defined in section 2.8.

2. Membership Term, Billing, Renewal and Eligibility

2.1 Each membership has a minimum fixed term of 12 months, billed monthly.

2.2 If the member cancels during the minimum term, Ken Hall may charge a reasonable early termination fee, calculated as the lesser of: (a) the remaining monthly fees for the balance of the 12-month term, or (b) the total value of membership benefits already used by the member, whichever is greater. Ken Hall reserves the right to waive or reduce this fee at its discretion.

2.3 Memberships automatically renew for another 12-month term unless the member notifies Ken Hall at least 30 days prior to renewal. Cancellation notice may be given by any method, including phone, email, in person, or letter.

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. Tenants may sign up provided they have the property owner’s consent.

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.

2.8 Service Area. Ken Cares Memberships are available to properties located within the Adelaide Metropolitan Area only, as defined by the South Australian Department for Infrastructure and Transport. A reference map is available at: dit.sa.gov.au/__data/assets/pdf_file/0011/653879/METRO_AREA_MAP-_Adelaide_Metro.pdf. Properties located outside this area are not eligible for membership. Ken Hall reserves the right to verify a property’s location before approving a membership application.

2.9 Plan Changes. Members may upgrade from Essential to Signature at any time. Downgrades from Signature to Essential take effect at the next renewal date only.

2.10 Transferability. Memberships are tied to the property. If a member sells or vacates the property, the membership may be transferred to the new owner or tenant. Contact Ken Hall to arrange the transfer.

2.11 Payment and Failed Payments. Membership fees are collected by direct debit or such other payment method as agreed. If a payment fails, Ken Hall will make reasonable attempts to contact the member. If payment remains outstanding for more than 14 days, membership benefits are suspended. If payment remains outstanding for more than 30 days, Ken Hall may cancel the membership and recover any unpaid fees as a debt. The member is responsible for any dishonour fees or reasonable recovery costs incurred by Ken Hall.

3. Membership Plans and Pricing

Service / Benefit	Non-Members	Essential $19.95/mth	Signature $29.95/mth
Discount on all Repairs/Services	—	5%	10%
Discount on Installations	—	—	5%
Attendance Charge	$99	$49	$0
Emergency Call-Out 24/7	$199	$99	$0
Priority VIP Service	—	✓	✓
Members-only VIP Phone Line	—	✓	✓
Members-only Special Offers	—	✓	✓
Free Annual Air-con Service Clean*	$299	$99	✓ (free)
Free Annual Electrical Inspection*	$499	✓	✓
Free Annual Plumbing Inspection*	$499	✓	✓
Free Annual Hot Water Service*	$150	✓	✓
Free Annual Sewer or Stormwater Camera*	$850	✓	✓
Free Annual Roof Inspection*	$475	✓	✓
Lifetime Workmanship Warranty	See website	✓	✓
Refer-a-Friend Credit	—	$50	$100

* Included services are limited to 1 per service each year, must be booked by the member, and are subject to blackout periods. Additional charges may apply based on system type, access, or materials. Unused annual services do not carry over to the next Membership Year. See sections 4 and 5 for full details.

4. Membership Benefits – Detail

4.1 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

4.2 Members-Only VIP Phone Line

Members receive a dedicated phone number that places them ahead of non-member callers in the call queue.

4.3 Attendance Charges

• Signature Members: No attendance charge ($0)
• Essential Members: Reduced attendance charge ($49)
• Non-members: Standard attendance charge ($99)

4.4 Emergency Attendance (24/7)

• Signature Members: No emergency call-out fee ($0). Labour and materials for work performed are charged separately.
• Essential Members: Reduced emergency call-out fee ($99, reduced from $199)

4.5 Discounts

Repairs & Services

• Essential: 5% discount
• Signature: 10% discount

Installations

• Essential: No discount
• Signature: 5% discount

Discounts apply to the total invoice amount. Discounts do not stack with other offers unless explicitly stated.

4.6 Members-only Special Offers

Members may receive exclusive promotions, complimentary services, seasonal discounts, and other offers throughout the year at Ken Hall’s discretion. These offers are separate from the standard membership inclusions and may vary.

4.7 Refer-a-Friend Credit

• Essential Members: $50 credit applied to the member’s Ken Hall account when a referred friend signs up and completes their first payment.
• Signature Members: $100 credit applied to the member’s Ken Hall account when a referred friend signs up and completes their first payment.

There is no cap on the number of referrals a member can make. Credits may be applied toward any future Ken Hall service.

5. Annual Included Services

Each Membership Year includes the following, limited to 1 visit per service type per year. All services must be booked by the member. Unused services do not carry over to the next Membership Year.

5.1 Annual Plumbing Inspection

A yearly assessment of your home, helping prevent leaks, blockages, and costly surprises.

Blackout Period: None

5.2 Annual Electrical Inspection

Spot potential electrical hazards early, protecting your family and home.

Blackout Period: 1 December – 31 January

5.3 Annual Hot Water Service

Covers the service for your annual hot water system check to help keep it running efficiently and reduce the risk of unexpected breakdowns.

Blackout Period: 1 November – 28 February

5.4 Annual Sewer or Stormwater Camera Inspection

A yearly camera inspection to help prevent major blockages or costly plumbing disasters.

Blackout Period: 1 June – 31 August

5.5 Annual Air-con Service Clean (Seasonal Cooling or Heating)

Choose either a pre-summer cooling system check or a pre-winter heating check each year.

• Signature Members: Included at no charge
• Essential Members: Available at a reduced rate of $99 (non-member price: $299)

Regular media filter is included. Special filter orders (e.g., cartridge filters, HEPA-type filters) may incur additional charges.

Blackout Periods:

• Cooling: 1 November – 28 February
• Heating: 1 May – 31 July

5.6 Annual Roof Inspection

A yearly roof condition visual check to identify early signs of damage, deterioration, or leaks, helping prevent costly repairs down the track.

Blackout Period: 1 June – 31 August

5.7 Nature and Limitations of Inspections

All included inspections are conducted within reasonable time constraints. They are not exhaustive audits, engineering assessments, or compliance certifications. Inspections are limited to what is reasonably visible and accessible at the time of the visit.

Ken Hall does not guarantee that inspections will identify every existing or potential fault, defect, or hazard, including (but not limited to):

Concealed, hidden, or latent defects (e.g., behind walls, under floors, within sealed cavities)

Pre-existing conditions present before the membership commenced

Issues that are not visible or detectable through a standard inspection

Intermittent faults that are not active at the time of inspection

Deterioration that develops or worsens between inspection visits

If an issue is not identified during an inspection and later becomes a problem, Ken Hall is not liable for any resulting loss, damage, cost, or expense. Members are encouraged to report any concerns or symptoms they are aware of prior to or during an inspection so that the technician can focus their assessment accordingly.

Inspection reports or verbal findings provided by Ken Hall technicians represent observations made at the time of the visit only and should not be relied upon as a comprehensive assessment of the property’s condition.

5.8 General Conditions for Included Services

• Included services are not automatically scheduled and must be booked by the member.
• Ken Hall may contact members to offer unused annual services, but is not obligated to do so.
• Included services cannot be redeemed during Blackout Periods unless the member opts to pay full non-member pricing.
• Additional charges may apply based on system type, access requirements, or materials needed.
• Unused annual services do not carry over to the next Membership Year.

6. Optional Add-Ons

6.1 Annual Gutter Cleaning

• Single-storey: +$25/month (includes 1 annual gutter clean)
• Double-storey: +$41.50/month (includes 1 annual gutter clean)

Additional Charges May Apply For:

• 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. Members may also purchase extra gutter cleans beyond the included annual visit.

6.2 Additional Air-Conditioning Services or Splits

• +$15/month per additional system or split

This add-on extends the annual air-con service clean to cover additional air-conditioning systems or split units beyond the one included with the membership.

7. Lifetime Workmanship Warranty

7.1 The warranty applies only while the member maintains an active membership, without interruption.

7.2 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

7.3 The warranty applies only to work completed by Ken Hall while the membership was active.

7.4 All claims require:

• An in-person inspection by Ken Hall
• Approval from a manager before any warranty work is performed

7.5 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

7.6 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.

8. Exclusions and Limitations

8.1 Membership benefits apply only to the specific property listed on the membership, which must be within the Service Area (section 2.8).

8.2 Membership benefits cannot be exchanged for cash, credit, or alternative services.

8.3 Membership does not cover:

• Third-party workmanship
• Accidental damage
• Product or component failure
• Failures unrelated to workmanship
• Any work performed by others

8.4 Service may be refused where conditions are unsafe, access is restricted, or work is impractical.

8.5 If the member falls behind on payments, membership benefits are suspended until the account is up to date.

9. Member Obligations

9.1 The member agrees to:

Provide safe and reasonable access to the property for all booked services and inspections

Ensure a responsible person aged 18 or over is present at the property (or has arranged access) at the time of a booked service

Provide accurate and complete information about the property, including any known hazards, asbestos, structural concerns, or access difficulties

Notify Ken Hall promptly of any change of address, contact details, or ownership/tenancy status

Maintain the property in a condition that allows services to be performed safely

9.2 Ken Hall may decline to perform work, or suspend or cancel a membership, if the member fails to meet these obligations.

10. Limitation of Liability

10.1 To the maximum extent permitted by law, Ken Hall’s total aggregate liability arising out of or in connection with a membership (whether in contract, tort, negligence, statute, or otherwise) is limited to the total membership fees paid by the member in the 12 months immediately preceding the event giving rise to the claim.

10.2 To the maximum extent permitted by law, Ken Hall is not liable for any indirect, incidental, special, consequential, or punitive damages, including (but not limited to) loss of profit, loss of revenue, loss of use, loss of rental income, cost of temporary accommodation, damage to property or contents, or any other economic or non-economic loss, however arising.

10.3 Nothing in this section limits Ken Hall’s liability for death or personal injury caused by its negligence, fraud, or any liability that cannot be excluded or limited under Australian Consumer Law.

11. Force Majeure

Ken Hall is not liable for any delay or failure to perform its obligations under the membership where such delay or failure results from circumstances beyond its reasonable control, including (but not limited to): pandemic, epidemic, or public health emergency; natural disaster, severe weather, flood, fire, or storm; government action, regulation, or restriction; trade or supply shortages; industrial action; utility failure; or any other event of force majeure. Where a force majeure event affects Ken Hall’s ability to deliver included services, the relevant service period will be extended by the duration of the event, or Ken Hall may offer a reasonable alternative at its discretion.

12. Australian Consumer Law

Nothing in these Terms & Conditions is intended to limit, exclude, or modify any rights or remedies you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable consumer protection legislation. To the extent that any provision of these Terms conflicts with your statutory rights, your statutory rights prevail.

13. Privacy

Ken Hall collects, stores, and uses personal information (including name, address, contact details, payment information, and property details) in accordance with the Australian Privacy Principles and Ken Hall’s Privacy Policy, available at kenhallplumbers.com.au. By becoming a member, you consent to this collection and use for the purposes of administering your membership, delivering services, and communicating with you about your membership and related offers.

14. Documentation of Work

Ken Hall may photograph, video, or otherwise document work performed at the property for internal purposes including quality assurance, training, record-keeping, and dispute resolution. Documentation will not be shared publicly or used for marketing purposes without the member’s written consent.

15. Changes to the Membership Program

15.1 Ken Hall may update membership features, pricing, or terms at any time.

15.2 Changes come into effect at the next renewal unless required earlier by operational needs or law.

15.3 Updated Terms & Conditions will be available on the Ken Hall website.

16. Governing Law

These Terms & Conditions are governed by the laws of South Australia. The parties submit to the non-exclusive jurisdiction of the courts of South Australia.

17. Severability

If any provision of these Terms & Conditions is found to be invalid, unenforceable, or illegal by a court of competent jurisdiction, the remaining provisions continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

18. Entire Agreement

These Terms & Conditions, together with any written amendments or notices issued by Ken Hall, constitute the entire agreement between Ken Hall and the member in relation to the Ken Cares Membership. They supersede all prior representations, discussions, negotiations, and agreements (whether written or verbal). No verbal statement made by a Ken Hall employee, technician, or representative forms part of this agreement unless confirmed in writing by Ken Hall management.

19. Contact Information

For questions, updates, or cancellations:

Website: callken.com.au/membership_tcs

Members-only Phone Line: (08) 7428 7929

General Enquiries: (08) 8364 5855