Terms & Conditions
These Terms and Conditions apply to Coastline HQ treatments, maintenance services, advice, quotations, bookings and related services, together with termite inspection, termite treatment, baiting and monitoring, liquid treatment, active termite treatment, warranty, reporting and related services.
They must be read with any quotation, proposal, booking confirmation, work order, termite management plan, treatment certificate, inspection report, warranty document, invoice or service agreement issued by Coastline HQ.
Nothing in these Terms and Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.
SECTION 1 — GENERAL BOOKINGS, CANCELLATIONS AND PAYMENT
1.1 Booking
A booking may be made by telephone, email, website, social media, text message or another method accepted by Coastline HQ.
1.2 Acceptance
A booking is accepted when Coastline HQ confirms the appointment, issues a quotation or work order, attends the property, commences work, or receives payment or a deposit, whichever occurs first.
1.3 Acceptance of terms
By making or accepting a booking, authorising work, signing a document or making payment, the client confirms that they have read, understood and accepted these Terms and Conditions.
1.4 Deposits and prepayment
Coastline HQ may request a deposit, prepayment or card payment to secure a booking, particularly for larger jobs, specialised treatments, urgent appointments, commercial work, return visits or jobs requiring ordered materials.
1.5 Agreed services
Coastline HQ will provide the services described in the accepted quotation, booking confirmation, work order or invoice.
1.6 Information relied upon
Unless stated otherwise in writing, quotations are based on the information available at the time they are prepared, including the client’s description of the pest issue, property type, access, infestation level and treatment areas.
1.7 Inclusions, exclusions and additional work
A quotation covers only the stated scope, inclusions and treatment areas. Additional work, materials, treatments, visits, travel, waiting time, pest activity, access difficulties, safety requirements or services outside the agreed scope may incur additional charges.
1.8 Changed conditions
If Coastline HQ identifies conditions that materially differ from the information provided or reasonably expected, it may recommend a revised scope, method, timing or price. Coastline HQ will seek the client’s approval before completing additional chargeable work, except where immediate action is reasonably necessary for safety.
1.9 Quote validity
Unless otherwise stated, quotations remain valid for 30 days from the issue date.
1.10 Client information and preparation
The client must provide accurate information about the property, pest activity, previous treatments, known hazards, children, pets, tenants, access restrictions, allergies, sensitive persons, relevant building works and any other information that may affect the safe delivery of the service.
The client is responsible for completing all reasonable preparation instructions issued by Coastline HQ before the appointment, including cleaning, removing or covering food items, relocating pets, clearing cupboards, providing access, moving items where requested, and keeping people and animals away from treatment areas.
1.11 Authority to instruct work
Where the client does not own the property, the client confirms that they have authority from the owner, landlord, managing agent, owners corporation, body corporate or other relevant person to arrange and authorise the service.
The person or entity making the booking, accepting the quotation or authorising the work remains responsible for all charges unless Coastline HQ agrees otherwise in writing before the service begins.
1.12 Access, safety and aborted visits
The client must ensure Coastline HQ has safe, clear and reasonable access to all agreed treatment, inspection and service areas at the booked time.
If Coastline HQ cannot safely access the property or agreed areas due to locked premises, unavailable keys, unrestrained animals, unsafe conditions, obstruction, inadequate preparation, hazardous materials, aggressive behaviour, undisclosed risks or another matter outside Coastline HQ’s reasonable control, Coastline HQ may postpone, modify or cancel the service.
If a technician attends at the agreed time but cannot commence or complete the service for a reason attributable to the client, Coastline HQ may charge a reasonable call-out, waiting-time, travel, administration or return-visit fee reflecting the costs and loss reasonably incurred.
Coastline HQ may stop work if it identifies an unsafe condition, including suspected asbestos, electrical risks, gas risks, structural hazards, hazardous chemicals, contamination, aggressive animals or other safety risks. The client is responsible for arranging any required testing, rectification or specialist service before work resumes.
1.13 Cancellation and rescheduling
The client may reschedule or cancel a booking by contacting Coastline HQ as soon as practicable.
Where at least 48 business hours’ notice is provided, Coastline HQ will generally reschedule or cancel the booking without a cancellation fee, unless Coastline HQ has already incurred non-recoverable third-party, materials or special-order costs.
Where less than 48 business hours’ notice is provided, Coastline HQ may charge a reasonable late-cancellation fee to recover costs and losses reasonably incurred, including allocated technician time, travel, administration, reserved appointment time and any non-recoverable materials or third-party charges.
If the client cancels on the day of the booking, fails to attend, denies access, or is not ready for the service at the agreed time, Coastline HQ may charge up to the booking fee or another reasonable amount that reflects Coastline HQ’s actual or reasonably estimated loss.
If a deposit has been paid, Coastline HQ may apply all or part of the deposit toward reasonable cancellation costs, non-recoverable expenses or amounts otherwise payable under these Terms. Any balance beyond Coastline HQ’s reasonable costs will be refunded.
Coastline HQ may waive or reduce a cancellation fee at its discretion where the client gives prompt notice and the appointment can reasonably be filled, or where exceptional circumstances apply.
Coastline HQ may cancel or reschedule an appointment due to illness, unsafe weather, vehicle breakdown, product availability, emergency work, staff availability, site safety, access issues or another matter reasonably outside its control. Coastline HQ will use reasonable efforts to offer the next suitable appointment. Except where required by law, Coastline HQ is not liable for losses arising from a rescheduled appointment.
1.14 General treatment limitations and follow-up
Pest-control treatments reduce pest activity and risk but do not guarantee complete elimination, permanent prevention or that pests will not return. Results can depend on pest species, infestation level, sanitation, building design, neighbouring properties, environmental conditions, access, client preparation and ongoing pest-conducive conditions.
A standard treatment covers only the pests, locations, method and scope expressly stated in the quotation, work order, service report or invoice.
Pests may remain concealed, re-enter from neighbouring properties, hatch after treatment, avoid treatment areas, or be present in inaccessible or untreated areas. Additional visits or treatments may be recommended and may be chargeable unless expressly included in writing.
The client must follow all post-treatment instructions, including re-entry times, ventilation, cleaning restrictions, pet and child safety directions, food-handling directions, and recommendations for hygiene, proofing, maintenance or pest-conducive conditions.
Coastline HQ does not guarantee outcomes where the client fails to follow preparation or post-treatment instructions, fails to provide access, declines recommended work, disturbs treatment areas, or does not address material pest-conducive conditions.
1.15 Payment
Fees are payable in accordance with the payment terms stated on the quotation, invoice, booking confirmation or service agreement.
Unless otherwise agreed in writing, payment is due on completion of the service. Coastline HQ may require payment before reports, certificates, warranties, service records or future appointments are released or provided.
If an invoice is overdue, Coastline HQ may suspend future services, maintenance plans, follow-up visits, warranty consideration or account facilities until the account is brought up to date.
The client must notify Coastline HQ promptly if they dispute an invoice and must pay any undisputed portion by the due date.
Coastline HQ may recover reasonable costs incurred in collecting an overdue debt, to the extent permitted by law.
1.16 Property damage and liability
Coastline HQ will take reasonable care when performing services. However, the client acknowledges that pest-control work may involve reasonable and necessary access, movement of items, drilling, application of products, treatment of voids, lifting or disturbing accessible materials, or use of equipment.
Coastline HQ is not responsible for loss or damage caused by pre-existing defects, concealed conditions, unstable surfaces, poor construction, hidden services, inaccessible areas, unsafe conditions, inaccurate information supplied by the client, or matters outside Coastline HQ’s reasonable control.
To the maximum extent permitted by law, Coastline HQ’s liability for services supplied is limited to re-supplying the relevant services or paying the reasonable cost of having the relevant services supplied again.
Coastline HQ is not liable for indirect or consequential loss, loss of use, lost rent, business interruption, replacement costs or other losses, except to the extent liability cannot lawfully be excluded under the Australian Consumer Law.
1.17 Privacy and communication
Coastline HQ may collect, use and retain client contact details, property details, booking information, service records, photographs, treatment notes, invoices and communications for booking, service delivery, safety, reporting, warranty, compliance, account management and lawful business purposes.
Coastline HQ may contact the client by telephone, SMS or email about bookings, access arrangements, invoices, reports, treatment instructions, maintenance reminders and follow-up recommendations.
1.18 Governing law
These Terms and Conditions are governed by the laws of Victoria, Australia.
If any term is found to be invalid or unenforceable, the remaining terms continue to apply to the extent permitted by law.
SECTION 2 — TERMITE SERVICES GENERAL TERMS
2.1 Scope of services
Coastline HQ provides termite-related services as agreed in writing, including termite inspections, active termite treatment, liquid chemical treatment, baiting and monitoring systems, treatment certificates, management plans, follow-up services, and related recommendations.
The exact scope of work, treatment method, location, price, inclusions, exclusions, and follow-up requirements will be set out in the relevant quotation, proposal, work order, treatment plan, inspection report, certificate, invoice, or service agreement.
2.2 Termite risk cannot be eliminated
No inspection, treatment, baiting system, chemical treatment, barrier, monitoring programme, or termite-management service can guarantee that termites will never enter, damage, or be present within a building.
Termite management reduces risk when appropriately selected, installed, maintained, and monitored. It does not eliminate risk. Termites may enter through concealed, untreated, inaccessible, altered, bridged, disturbed, or newly created pathways.
2.3 Site-specific limitations
The performance and outcome of termite services may be affected by building design, construction, additions, renovations, inaccessible areas, concealed cavities, moisture, drainage, plumbing leaks, soil levels, vegetation, landscaping, timber-to-soil contact, adjoining structures, neighbouring properties, subsequent building works, and other factors outside Coastline HQ's reasonable control.
2.4 Changes to scope
If Coastline HQ discovers conditions that differ from the original inspection findings or accepted scope, including additional termite activity, concealed damage, restricted access, safety hazards, multiple colonies, service locations, or unsuitable site conditions, Coastline HQ may recommend a change to the treatment method, scope, timing, or cost.
Coastline HQ will seek approval before undertaking additional chargeable work, except where urgent safety action is reasonably necessary.
SECTION 3 — TERMITE INSPECTIONS
3.1 Visual and non-invasive inspections
Unless otherwise agreed in writing, termite inspections are visual and non-invasive. Coastline HQ inspects only areas that are reasonably accessible, safe, visible, and permitted to be accessed at the time of inspection.
Inspections do not include cutting, breaking apart, dismantling, removing, lifting, shifting, damaging, drilling, excavating, moving furniture, removing stored goods, lifting carpets, removing insulation, opening walls or ceilings, removing cladding, moving appliances, lifting floor coverings, or destructive testing unless specifically agreed in writing.
3.2 Inspection scope
Unless otherwise stated in writing, a termite inspection is limited to evidence of subterranean termite activity, termite damage, termite workings, and termite-conducive conditions in accessible areas of the building and site.
A termite inspection is not automatically a full timber pest inspection for borers, timber decay fungi, drywood termites, or pests not specifically listed in the accepted proposal.
3.3 Access limitations
The client must provide safe and reasonable access to all agreed inspection areas. Areas may be recorded as inaccessible, partly accessible, obstructed, unsafe, concealed, restricted, locked, flooded, contaminated, or not inspected where access is not reasonably available.
Termites, termite damage, termite entry points, moisture issues, and conducive conditions may exist in concealed, inaccessible, obstructed, or uninspected areas.
3.4 No guarantee of absence
A report that does not identify live termites, termite damage, or termite-conducive conditions does not guarantee that termites, damage, or risk factors are absent from the property.
An inspection reflects conditions visible and accessible at the date and time of inspection only.
3.5 Not a structural or building report
Inspection reports are not structural reports, engineering reports, building inspections, building-compliance certificates, plumbing inspections, electrical inspections, asbestos assessments, moisture investigations, or assessments of the full extent of termite damage.
Where structural damage or building defects are suspected, Coastline HQ may recommend further invasive investigation or assessment by a suitably qualified builder, engineer, building surveyor, plumber, electrician, or other relevant professional.
3.6 Ongoing inspection recommendation
Coastline HQ recommends professional termite inspections of accessible areas at least annually, or more frequently where there is known termite activity, high-risk conditions, restricted access, incomplete treatment, a termite management system, or other site-specific risk factors.
SECTION 4 — PRE-PURCHASE TIMBER PEST INSPECTIONS
4.1 Purpose and scope
Pre-purchase timber pest inspections are conducted for the named client to identify visible evidence of timber pests, timber-pest damage, and timber-pest-conducive conditions at the property as observed at the time of inspection.
Unless otherwise stated in writing, these inspections are non-invasive visual inspections undertaken in accordance with the applicable requirements of AS 4349.3—2010.
4.2 Exclusions
A pre-purchase timber pest inspection is not a building inspection, valuation, structural report, compliance certificate, repair-cost estimate, or guarantee that the property is free of timber pests.
The inspection does not include destructive testing, opening walls, removing linings, lifting carpet, moving stored goods, pulling up flooring, dismantling structures, removing insulation, cutting access holes, or excavation unless separately agreed in writing.
4.3 Damage and repair assessment
Descriptions of termite or timber-pest damage are general visual observations only. Coastline HQ does not assess structural adequacy, the full extent of hidden damage, repair methods, repair costs, building-code compliance, or safety.
Before relying on a property's condition for purchase, negotiation, repair, renovation, or occupancy decisions, clients should obtain independent advice from a suitably qualified builder, engineer, building surveyor, or other relevant professional.
4.4 Report reliance
A pre-purchase timber pest report is prepared solely for the named client and property identified in the report. It is not transferable and may not be relied upon by another person, purchaser, vendor, agent, lender, insurer, tenant, contractor, or third party without Coastline HQ's written consent.
SECTION 5 — ACTIVE TERMITE TREATMENT
5.1 Purpose of active treatment
Active termite treatment is intended to attempt to eliminate, suppress, or significantly reduce identified termite activity and, where practicable, affect the termite colony responsible for that activity.
Active termite treatment is curative work. It is not automatically a whole-of-building termite management system and does not guarantee protection against future termite entry, infestation, or damage.
5.2 Treatment methods
Treatment methods may include, but are not limited to:
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Physical destruction or removal of accessible termite workings, mud leads, nests, timber, stumps, roots, or termite-affected material.
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Tree, stump, log, timber, landscaping, fence, retaining-wall, garden, or external-structure treatment.
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Localised liquid treatment, including injection, spray, rodding, trenching, flooding, or targeted application.
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Foam treatment in suitable workings, wall cavities, voids, timber, or other accessible locations.
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Termiticide dust treatment in suitable active workings.
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Above-ground or in-ground bait treatment and monitoring.
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A combination of physical, liquid, foam, dust, bait, monitoring, and risk-reduction measures.
Coastline HQ may modify the proposed treatment method where conditions differ from the inspection findings, including concealed activity, insufficient termite activity, inaccessible areas, building defects, moisture, safety risks, or evidence of multiple termite entry points.
5.3 Expected outcomes
Depending on the treatment method, the expected outcome may include reduction or cessation of termite activity in a treated area; elimination or substantial reduction of the active termites or colony associated with identified activity; exposure of concealed damage or additional termite workings; and identification of further management measures.
Apparent cessation of activity at a particular location does not confirm that all termites or the entire colony have been eliminated. Termites may remain concealed or may enter through another pathway.
5.4 Treatment limitations
A targeted treatment of termites in a tree, wall, stump, garden area, timber feature, or particular entry point does not establish a protective perimeter or treated zone around the building. It does not prevent termites from entering from another colony, by another pathway, or at a later date.
A separate whole-of-building termite management system may be recommended following active termite treatment. Any such system requires a separate proposal, scope, certificate, service arrangement, and terms and conditions.
5.5 Follow-up visits
Some methods, including baiting, dusting, foam, and selected liquid treatments, may require follow-up inspection, monitoring, bait replenishment, reassessment, or further treatment.
Further work may be required at an additional cost unless expressly included in writing.
5.6 Tree and external-timber treatment
Tree, stump, external timber, landscaping, fence, retaining-wall, or garden treatment is intended to manage termites at the treated item or location. It does not protect the building from future termite entry.
The client is responsible for obtaining any required approval from the owner, owners corporation, council, arborist, utility provider, or other relevant authority before Coastline HQ works on a tree, external structure, or restricted area.
Coastline HQ does not guarantee the health, survival, appearance, structural integrity, or future condition of a treated tree, stump, timber feature, or landscape item.
SECTION 6 — LIQUID CHEMICAL TREATMENT
6.1 Scope of liquid treatment
Liquid termite treatment may include drill and inject, trench and flood vertical treatment, horizontal treatment of accessible soil, rodding, injection, spray treatment, or other suitable methods described in the accepted proposal. The treatment method, locations, quantities, and application technique will be determined by Coastline HQ based on inspection findings, construction, access, safety, environmental conditions, product-label directions, and site-specific limitations.
6.2 Treatment limitations
Drilling and injection beneath concrete, paving, paths, slabs, patios, garages, or other hard surfaces may not create the same continuity as removing the covering, trenching, and treating exposed soil.
Coastline HQ will record material limitations, inaccessible areas, and excluded treatment zones where practicable. A liquid treatment cannot guarantee that termites will not enter, damage, or be present in the building.
6.3 Surface damage and reinstatement
Liquid treatment may require drilling through concrete, paving, tiles, masonry, rendered surfaces, garden beds, flooring, paths, or other coverings. Drill holes will be sealed using a suitable material selected by Coastline HQ; however, colour, texture, finish, weathering, and appearance may differ from the original surface.
Unless expressly included in writing, Coastline HQ does not provide concrete cutting, paving replacement, tile replacement, landscaping, waterproofing, building repairs, engineering work, plumbing work, electrical work, or surface reinstatement beyond sealing treatment holes.
Coastline HQ is not responsible for cosmetic differences, cracking, chipping, movement, staining, deterioration, or damage caused by pre-existing defects, unstable surfaces, concealed reinforcement, poor construction, previous repairs, or conditions outside Coastline HQ's reasonable control.
6.4 Disturbance of treated zones
The client must notify Coastline HQ before landscaping, excavation, paving, plumbing, building alterations, extensions, garden-bed installation, retaining-wall works, or soil-level changes near treated areas.
Subsequent disturbance, bridging, breaching, removal, flooding, excavation, or alteration of treated zones may reduce their effectiveness and may affect any warranty.
SECTION 7 — BAITING AND MONITORING SYSTEMS
7.1 Purpose of the system
A termite baiting and monitoring system is intended to assist with detection and management of subterranean termite activity around the property. It is not a physical barrier and does not guarantee that termites will not enter, damage, or be present within a building.
7.2 Monitoring visits
To maintain a baiting and monitoring system and any associated limited warranty, Coastline HQ must complete monitoring visits at intervals of no more than three months, unless a shorter interval is recommended due to termite activity, environmental conditions, species, manufacturer requirements, or site conditions.
Where termite activity is identified, monitoring and servicing may be required more frequently. Additional visits outside the standard service programme may incur additional charges.
7.3 Annual inspections
Station monitoring is not a substitute for a full timber pest inspection of the building. Coastline HQ recommends a professional visual termite inspection of accessible building areas at least annually, or more frequently where risk factors or site conditions warrant it.
7.4 Access and station maintenance
The client must provide safe, unobstructed access to all stations and relevant property areas at each scheduled visit. The area surrounding stations must be kept reasonably clear, identifiable, and accessible.
The client must avoid excessive mulch, soil, paving, garden growth, stored materials, landscaping changes, or other obstructions that may conceal, damage, move, or prevent access to a station.
7.5 Unlocated or inaccessible stations
If a station cannot be located or accessed within a reasonable time during a scheduled visit, the check may be skipped and recorded as unlocated or inaccessible.
If the station remains unlocated or inaccessible at the next scheduled visit, Coastline HQ may recommend installation of a replacement station. Replacement stations, excavation, relocation, repair, landscaping reinstatement, and associated labour are additional costs payable by the client.
7.6 Station damage or alteration
The client must not remove, relocate, open, tamper with, cover, damage, or alter a station without Coastline HQ's written approval.
Stations damaged or lost through landscaping, building works, pets, vehicles, irrigation, gardening, flooding, vandalism, third parties, or other causes outside Coastline HQ's control will be replaced at the client's cost.
7.7 Baiting limitations
Baiting depends on termites locating, feeding on, and continuing to feed on bait. It is not an immediate kill treatment and may not be suitable where termite activity is insufficient, inaccessible, or otherwise unsuitable.
If baiting does not progress as expected, Coastline HQ may recommend another treatment method or a combination of methods.
SECTION 8 — SERVICE-LOCATION SCANS AND CONCEALED SERVICES
8.1 Scan recommendation
Coastline HQ strongly recommends that the client arrange, at the client's cost, a professional underground service-location scan before drilling, trenching, excavation, rodding, injection, station installation, station replacement, station relocation, tree treatment, or other ground-disturbing work.
A scan may assist with locating underground electrical cables, gas lines, water pipes, sewer and drainage pipes, communications cables, irrigation systems, and other underground services.
8.2 Client election not to obtain a scan
Coastline HQ does not require a service-location scan as a condition of commencing work. However, where the client declines or fails to arrange a recommended scan, the client acknowledges and accepts the risks associated with ground-disturbing work near or around the property.
To the maximum extent permitted by law, Coastline HQ is not liable for loss, damage, interruption, repair costs, reinstatement costs, or consequential loss arising from damage to unknown, unrecorded, concealed, or inaccurately located services where the client has declined or failed to obtain a recommended scan, except where liability cannot legally be excluded.
8.3 Client disclosure
Before work begins, the client must disclose known or suspected underground, concealed, or private services and hazards, including electrical wiring, conduits, solar cables, gas, water, sewer, stormwater, drainage, irrigation, septic components, rainwater tanks, bores, pumps, pits, pools, waterproofing membranes, underground structures, asbestos, contamination, or unsafe conditions.
SECTION 9 — INVASIVE INVESTIGATION
9.1 Authorisation required
Invasive investigation requires the client's prior approval unless it is already included in the accepted proposal or written scope.
Invasive work may include drilling inspection holes, cutting access openings, lifting or removing flooring, removing insulation, opening wall or ceiling linings, removing cladding, lifting pavers, excavating soil, opening cavities, removing timber, or exposing concealed termite workings.
9.2 Reinstatement
Unless expressly included in writing, Coastline HQ is not responsible for reinstating, repairing, painting, plastering, waterproofing, tiling, relining, flooring, landscaping, paving, or otherwise returning disturbed surfaces to their original appearance or condition.
Coastline HQ will take reasonable care while performing authorised work. Cosmetic damage, marks, drill holes, cut openings, broken finishes, cracking, staining, and differences in texture or colour may occur.
9.3 Safety and hazardous materials
Coastline HQ may stop work where asbestos, suspected asbestos, mould, contaminated materials, unsafe structures, electrical risks, gas risks, confined-space hazards, or other safety concerns are identified or suspected.
The client is responsible for obtaining testing, clearance, remediation, or specialist advice required before work recommences.
SECTION 10 — TERMITE-CONDUCIVE CONDITIONS
10.1 Common risk factors
Termite-conducive conditions may include plumbing leaks, drainage faults, poor ventilation, damp subfloors, overflowing gutters, timber-to-soil contact, firewood, stumps, mulch, garden beds against the building, raised soil levels, blocked weep holes, vegetation, unsealed penetrations, inaccessible areas, construction defects, and stored materials.
10.2 Client responsibility
The client is responsible for arranging rectification of identified termite-conducive conditions unless Coastline HQ expressly agrees in writing to carry out the work.
The client should maintain drainage away from the building, rectify leaks, maintain ventilation, keep weep holes and inspection zones clear, avoid timber-to-soil contact, maintain clear access, and notify Coastline HQ before work that may affect a treatment or system.
10.3 Effect on treatment and warranty
Failure to rectify material conducive conditions may increase the risk of termite entry, concealed activity, reinfestation, damage, treatment limitations, or reduced system performance. It may also affect the availability, continuation, renewal, or scope of a warranty or service agreement.
SECTION 11 — WARRANTIES AND RENEWALS
11.1 Written warranty only
Any Coastline HQ warranty is limited to the exact property, treatment area, treatment system, period, conditions, exclusions, and remedy expressly stated in the relevant written proposal, treatment certificate, warranty certificate, or service agreement.
No warranty applies unless Coastline HQ has expressly provided it in writing.
11.2 Warranty conditions
Unless otherwise stated in writing, warranty cover is conditional on all invoices being paid when due; all required inspection, monitoring, and renewal visits being completed by Coastline HQ; safe access being maintained; treatment zones and stations not being disturbed; and the client acting on material written recommendations about drainage, moisture, ventilation, soil levels, landscaping, timber-to-soil contact, and other conducive conditions.
11.3 Warranty exclusions
Unless expressly stated otherwise in writing, warranties do not cover termite damage, building repairs, structural rectification, cosmetic repairs, replacement costs, consequential loss, accommodation, lost rent, business interruption, loss of use, depreciation, engineering costs, professional fees, or activity in uninspected, untreated, excluded, inaccessible, concealed, altered, bridged, disturbed, or damaged areas.
11.4 Lapse and reinstatement
A warranty may lapse if a required inspection, monitoring service, payment, or other condition is missed or not completed. Reinstatement is at Coastline HQ's discretion after inspection and may require additional treatment, system repair, additional stations, monitoring, or a new agreement at the client's cost.
11.5 Warranty claims
The client must notify Coastline HQ as soon as practicable after discovering suspected termite activity in an area covered by a written warranty. The client must allow Coastline HQ reasonable access and opportunity to inspect before another person treats, repairs, removes termite workings, or disturbs the affected area.
If Coastline HQ accepts a valid claim, its obligation is limited to the specific treatment remedy stated in the written warranty.
SECTION 12 — REPORTS, PLANS AND CERTIFICATES
12.1 Purpose of documentation
Inspection reports, termite management plans, treatment certificates, service records, and related documents record observations, recommendations, treatment work, treatment areas, limitations, inaccessible areas, identified risk factors, and follow-up requirements.
They are not structural reports, building-compliance certificates, property warranties, or guarantees that termites are absent beyond the documented scope.
12.2 Site-specific information
Documentation is based on observable conditions and information available at the time of inspection or treatment. It may need to change if hidden damage, additional termite activity, concealed entry points, site limitations, hazards, construction details, or other conditions are discovered.
12.3 Client decisions
Clients may accept, defer, or decline Coastline HQ recommendations. Where recommendations are deferred or declined, Coastline HQ is not responsible for increased termite risk, ongoing activity, future infestation, damage, or loss associated with uncompleted recommended work, except where liability cannot lawfully be excluded.
12.4 Document retention
Clients should retain reports, treatment certificates, management plans, invoices, site plans, warranties, and service records for ongoing property maintenance, future treatment decisions, warranty renewal, insurance enquiries, and property-sale purposes.
12.5 Report reliance
Reports, plans, certificates, and service records are prepared solely for the named client and identified property. They may not be relied upon by another person, purchaser, tenant, agent, lender, insurer, contractor, or third party without Coastline HQ's written consent.
SECTION 13 — THIRD-PARTY AUTHORITY AND COMMON PROPERTY
13.1 Authority to instruct work
The client confirms they are the property owner or have authority from the owner, landlord, owners corporation, body corporate, property manager, managing agent, tenant, company, co-owner, trustee, or other responsible party to instruct Coastline HQ and approve the agreed work.
13.2 Common and adjoining property
The client is responsible for obtaining written permission before Coastline HQ accesses, inspects, treats, drills, installs stations, excavates, treats trees, or otherwise works on common property, shared areas, adjoining land, shared structures, boundaries, fences, retaining walls, services, or areas controlled by a third party.
13.3 Access arrangements
The client is responsible for arranging safe and timely access to all agreed areas, including common property, adjoining areas, tenanted premises, roof voids, subfloors, garages, storage rooms, utility areas, and restricted spaces.
If access is unavailable at the booked time, Coastline HQ may charge for waiting time, return visits, aborted appointments, additional travel, or other costs in accordance with the accepted proposal or service agreement.
13.4 Payment responsibility
The person or entity accepting the proposal or instructing Coastline HQ is responsible for payment of all invoices, cancellation charges, return-visit fees, additional work, and other costs unless Coastline HQ agrees otherwise in writing before work begins.
SECTION 14 — FEES, ACCESS AND PAYMENT
14.1 Fees
The accepted proposal covers only the services and scope expressly stated. Additional fees may apply for further inspections, monitoring, bait servicing, additional treatments, further termite activity, extra colonies, additional entry points, intrusive investigation, restricted access, unsafe conditions, waiting time, aborted visits, replacement stations, extra materials, tree work, drilling, excavation, third-party services, or other work outside the agreed scope.
14.2 Access
The client must provide safe, clear, and reasonable access to all agreed service areas. The client must ensure children, pets, livestock, and unauthorised persons are kept away from treatment areas for the period advised by Coastline HQ.
14.3 Payment and suspension
Invoices are payable in accordance with their stated payment terms. Coastline HQ may suspend servicing, monitoring, warranty cover, or future work where an account is overdue, access is not provided, a visit is missed, or the client does not comply with these Terms and Conditions or the relevant service agreement.
SECTION 15 — AUSTRALIAN CONSUMER LAW AND LIABILITY
15.1 Consumer guarantees
Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law.
15.2 Liability limitation
To the maximum extent permitted by law, Coastline HQ's liability for services supplied is limited to supplying the relevant services again or paying the reasonable cost of having the relevant services supplied again.
15.3 Excluded losses
To the maximum extent permitted by law, Coastline HQ is not liable for existing, concealed, progressive, or future termite damage; repair or replacement costs; structural loss; loss of use; accommodation costs; lost rent; business interruption; depreciation; engineering costs; professional costs; indirect loss; or consequential loss, except where liability cannot lawfully be excluded.
SECTION 16 — CLIENT ACKNOWLEDGEMENT
16.1 Acknowledgement
By accepting a Coastline HQ quotation, booking a service, authorising work, making payment, or signing a related document, the client acknowledges that they have read, understood, and accepted these Terms and Conditions.
The client acknowledges that termite inspections and treatments reduce termite risk but do not guarantee that termites will not enter, damage, or remain present at the property. The client also acknowledges the importance of ongoing inspections, maintaining access, rectifying termite-conducive conditions, and following Coastline HQ recommendations.