a. Big Red endeavours to provide a water loss mitigation service (structural and contents drying) at our earliest availability upon request 24hrs a day 7 days a week, however Big Red makes no guarantee of a response day or time.
b. The Customer agrees that they will pay the minimum call out fee as set out in Clause 5, plus any further labour, consumables or equipment hire necessary for Big Red to provide the Emergency mitigation, as determined by the Big Red Technician. The attending Technician may decide to withhold these charges during the initial attendance, for the purpose of invoicing directly to an insurer with the final invoice, at the Technicians discretion.
c. Any quotation for water damage restoration is subject to change due to varying factors out of the control of Big Red, these include but are not limited to
i. Environmental factors such as varying temperature and humidity.
ii. Loss of electricity to the property resulting in longer equipment hire times.
iii. Drying equipment being turned off by the Customer or a third party.
iv. Loss of control over the environment in the affected area that the Service is being provided in, due to constant door and window opening, or interference with any temporary barriers installed by Big Red, by the Customer or a third party.
v. Further water ingress to the Service area, after the initial mitigation and/or commencement of the drying procedure Service.
vi. Further water ingress during the Service from water trapped within a structure which cannot be detected during initial assessment.
d. If the Big Red Technician has advised the Customer that the Premises where the water loss has occurred is not safe or habitable, the Customer agrees that it is in their best interest to find alternate accommodation during the Restoration process.
e. The Big Red Technician may advise that it is possible to continue to reside in the Premises, under the condition that the Customer is responsible for their own health and safety. The safest and healthiest option will always be to leave the Premises during the Restoration work.
f. Big Red is not liable for any damage or health and safety issue arising from the Customer entering, or living in the affected Premises, regardless of what advice the Big Red Technician has given. These may include but are not limited to
i. Inhalation of airborne particles
ii. Heatstroke or any condition induced by hot and dry environments.
iii. Electrical shock from contact with restoration equipment.
iv. Damage to personal or structural property through the interference with restoration equipment.
v. Trip and Slip Hazards from electrical cords, machines, and water on floor surface.
g. Big Red will provide the Restoration Service to the Premises as per industry standards.
h. When conducting contents and structural drying, Big Red Technicians will attempt to dry affected materials to a specified dry goal which is determined by industry standards or a dry goal which is comparable to an unaffected reading taken of the same material.
i. The Customer may request the work be halted prematurely if they no longer wish to be provided with the Service, doing this waives Big Red of any liability for damage (including secondary damage, microbial growth and odours), health issues (including respiratory conditions or illness from mould spore inhalation or contact with bacteria and viruses) or injury (including accidents involving materials that have lost their structural integrity) arising from not completing the Restoration Service.
j. Immediate mitigation work and commencement of the drying process does not mean that materials will not continue to become damaged from moisture and microbial exposure. Big Red will not be liable for any damage or health issues resulting from the water loss event or microbial growth at any stage of the Restoration Service, although all efforts will be made to minimise and halt this.
k. The Customer will ensure that any Premises where Big Red has installed Restoration equipment, will remain secure throughout the duration of the Service. The Customer may be held liable for replacement or compensation of any property of Big Red due to theft or damage at the Premises.
l. In the event of a Blackwater loss (sewage, stormwater, or any non potable water classified as Blackwater as per industry standards), it is recommended by Big Red that all affected home and personal contents, be safely removed and disposed of by Big Red Technicians. The Customer understands that Big Red can not be held liable for damage or health issue which may occur from not disposing of the affected items.
m. If the Customer provides Big Red with permission to conduct mitigation, and dispose of affected contents, the Customer understands that Big Red is not liable for any loss of property or replacement costs in the event that an insurance claim is denied.
n. Big Red strongly recommends that the Customer, and all people associated with the Customer who may reside or visit the Premises including guests and contractors, depart the Premises immediately upon discovery of the Blackwater loss. Big Red is not liable for any injury or health issue which may arise from any person other than Big Red Technicians entering the affected Premises.