**Terms and Conditions of Service**
We hate referring customers to “Terms of Business” Even though we are required to do so By Law.
We believe that terms of business are referred to only if/when someone does not hold up their end of an arrangement. We are confident that if you read the information we provide along with our quotation and invoice, you will have an amazing customer experience. And if you have a question, you are welcome to call on – 0210230203.
These terms and conditions (the “Terms”) outline the agreement between Dormax Entrance Solutions (Pty) Ltd (referred to as “Dormax,” “we,” or “us”) and you, our valued client (referred to as “client” or “you”), in connection with the services we provide. By engaging our services, requesting a quote, or accepting our offer, you acknowledge and agree to be bound by these Terms.
We believe that we have built a system that ensures consistency in delivering an amazing customer experience, with Quality Products and Workmanship, Fast and efficient Technical Support, and Access to Specialist Resources, Services, and products. Our Service is available 24/7 to clients with a Dormax Annual Maintenance Agreement.
Our Business is Service Orientated. Although we can provide various options and solutions with 45+ years of Surveys, Consultations, Quotations, Installations, Successful Projects, Emails, Texts, or phone conversations. Our Service is Guided by the Building Regulations Act and Professional Specifications by Architects, Engineers, and Project Managers. Manufacturer Standards and our Own Professional Experience and Standard Operating Procedures. We endeavor to approach every “job” with the above as our guide. It is your responsibility to ensure that the scope of work, the effectiveness of the specified product, and the workmanship are aligned with the work and result you expect.
By engaging in communication with Dormax, you accept the above and below terms of business.
Survey and Call-out: Quotations cannot be provided for a Survey or Call-Out. *Surveys are offered as a FREE service and can take anything from 1 hour to 3 days). *Call-Outs are charged depending on the priority required.
We cannot guarantee an exact time of attendance but we can give you a courtesy call when we are on our way. This is due to the nature of our work. If the solution can wait a day or two, if it has been this way for a day or two and poses no risk to people or business or property – Book a Survey.
If you need us to attend at a particular time (Or before/after a particular time) We recommend that you book a Call-Out. Quotations that are expected following a Survey or Call-out can take anything from one hour to 5 days. We aim to provide a quotation within the same day as the survey or Call-out) This depends on the option/solution required, the scope of work and associated work (if any) Product availability, Technical availability, Resource availability, and Access requirements.
– Surveys and Call-outs are booked from the Dormax website.
– Survey/Call-out Ticket is emailed to the address provided on the booking form.
– A Courtesy Call is made 30-60 minutes before attendance to the number provided on the Booking form.
– The site contact is required to meet us on-site to provide access and explain the defect/option/solution required.
– If the site contact is not available on-site when booking a Survey or a Call-out and an additional trip, unscheduled waiting or a return is required, a Call-Out will be charged at normal Call-out rates even if a Survey only was booked.
– You remain the Site Contact. Our Communication will be with you, if it is a Tenant or a Client of yours, you are required to coordinate access with them.
– If work is required to survey, you will be quoted first, and we will require your approval first, before Survey-to-Call-out Commences.
– If Survey/Call-out is required and Site Contact is not on-site, not reachable and the defect/service/solution poses a risk to persons or business, the site contact accepts that consent to “make safe” is granted to Dormax and/or Our Subcontractors and undertakes to pay charges incurred on Dormax’s terms upon presentation of the invoice.
– The site contact and/or the Person requesting the survey/Call-Out confirms that they are over 21 years of age and authorized by the billpayer to Book a Survey/Call-out/Quotation on the billpayer’s behalf.
– The client undertakes to make payment on the presentation of the invoice for the Call-out. Irrelevant if a suitable repair was possible/reached or not.
Quotations: We aim to provide a quotation for the option/solution you require within the same day as you request it. It depends on the information available to us. Specifications, Plans, Concept Drawings, Product make and model, Functionality and Purpose. Along with the work required to deliver the option/solution required, the scope of work and associated work (if any) Product availability, Technical availability, Resource availability, and Access requirements.
– Quotations are valid for 10 days
– Concept artwork has a 2-3 day lead time.
– We do not provide quotations for “Supply only”
– Quotations requested on behalf of another business/entity is prohibited.
– Quotations can be altered, Approved, or Declined on the Dormax Website.
Invoices: Invoices are generated with the billing information you provide when you approve the quotation on the Dormax website. Ensure that the correct billing information is provided, including VAT Number, Order Number, and Billing Address.
– Invoices require payment before the associated quotation expires.
– Invoices are credited if/when the due date is exceeded without receiving payment.
– Invoices are credited if/when the associated quote expires without receiving payment.
Payment Terms
– Cash Accounts: Payment is due on acceptance and presentation of the invoice.
– SLA/AMA/Credit Accounts on/before the due date on the invoice.
**1. Payment for Hardware-Related Service and Repair:**
For service and repair that requires hardware supply.
For Cash-Accounts:
The full payment is required in advance.
Exceptions: For orders exceeding R25 000, the cost of the hardware on the invoice requires payment in advance, and the balance is due on delivery of the hardware or at the latest, close of business on that day, but before the work is completed and the team leaves the site.
For AMA/Credit Accounts
As stipulated on the agreed terms of the account
**2. Warranty for Serviced and New Doors:**
Serviced manual and/or automatic doors carry no warranty. New hardware supplied for auto and manual doors, including doors, comes with a 1-5 year warranty contingent on the manufacturer and installation by Dormax. Warranties are voided if another contractor works on products, systems, or hardware supplied/installed/repaired by Dormax.
**3. Deposit and Payment Guidelines:**
Deposit or partial payment requires prior arrangement and formal approval. No orders will be processed without formal approval.
Conditions for Partial/Deposit Payment Arrangements
1. The order total must be greater than R25 000.
2. There must be no Outstanding balances from the same client.
3. Balance payment/Final Payment is due when all the hardware has been delivered to the site, this excludes hardware pending due to stock availability, manufacturing, powder-coating, and warranty returns. Or if/when 80% of the work is completed.
A minimum of 70% deposit for Service-Only orders exceeding R25 000. And for orders that include the supply of hardware at the minimum the cost of hardware requires payment to process orders.
**4. Acceptance of Terms by Invitation:**
Inviting us for surveys or accepting our offers signifies acceptance of our terms of business. The signing of a Dormax Jobcard is entirely optional. Our Jobcards are digital and a copy can be sent to you on request.
**5. Prompt Payment on Completion:**
Immediate payment is due by close of business on the day of completion or before 12 pm on the following day for after-hours completion. Delayed payments incur a daily charge.
**6. Client Availability and Contingency Plan:**
The client/client’s representative must be available throughout our work. We reserve the right to make a contingency plan if unavailable, and additional charges due to unavailability will be the client’s responsibility.
**7. Additional Work and Advance Payment:**
Additional work requiring client consent or on the client orders will be added to the invoice and necessitates advance payment unless alternative arrangements have been made.
**8. Separate Quotation for Additional Parts/Work:**
A separate quotation for approval/payment is preferred before commencing any additional parts/work.
**9. Quotation and Payment Acceptance:**
Payment constitutes acceptance of our quotation and terms of business.
**10. Client Responsibility for Wear and Defects:**
Clients are responsible for reporting defects immediately. Maintenance or repairs by another party other than Dormax will void the product and workmanship warranty.
**11. Product Warranty and Warranty Claim:**
Products supplied by Dormax have a manufacturer’s 1-year warranty. Glass carries a 10-year warranty, and aluminum and hardwood structures carry a 5-year warranty. Warranty claims are subject to maintenance and exclude abuse, tampering, and modification.
**12. No Payment Retention:**
Payment retention is not allowed. Payment is due when the invoice is presented.
**13. No Penalties for Delivery/Installation Delays:**
We do not accept penalties for delays in delivery/installation.
**14. Payment Due Date for Partial or balance Payments:**
Partial payments and balance payments are due on the intended completion date, or when all the hardware has been delivered to the site, despite delays, unless otherwise arranged.
**15. Planned Work Order by Dormax:**
Work order is determined based on resources and expertise available.
**16. Exclusion of Consequential Damages:**
We exclude responsibility for damaged hardware during survey/service/installation or for products delivered undamaged.
Firstly, we want to emphasize that we take great care in handling your hardware and products during every stage of the process. However, it’s important to note that unforeseen circumstances or accidents can occur despite our best efforts.
Regarding consequential damages, our company policy excludes responsibility for any damages incurred to hardware during the survey, service, or installation phase, as well as for products delivered undamaged. This includes but is not limited to glass, floors, ceilings, and doors.
We understand that doors are a crucial component of your property’s security and aesthetics. However, due to the nature of our work, there may be instances where door-related services could potentially cause damage to other parts of your property. For example, during installation or removal, there’s a risk of incidental damage to surrounding areas such as floors, ceilings, or adjacent walls. Additionally, the handling of glass components, especially heavy door glass panels, requires careful attention to avoid accidents or damage during transportation and relocation.
While we strive to minimize risks and take precautions to prevent damage, it’s important for our customers to be aware of the potential for consequential damages. Therefore, we recommend taking necessary precautions to safeguard your property during the installation or service process
**17. Cancellation Fees for Service/Supply:**
Cancellation of service/supply incurs a fee based on labor and consumables and allocated resources at Dormax’s descretion.
**18. Equipment and Product Ownership:**
All equipment and products remain Dormax’s property until fully paid.
**19. Defects After Completion Responsibility:**
Product Defects post-completion default to the manufacturer’s warranty. If we are the manufacturer and the installer we offer a 1-year warranty on workmanship and the prescribed product warranty on the conditions of delivery/handover. The manufacturer’s warranty can be “handled” by Dormax on the client’s behalf. Normal labour/call-out rates will apply.
**20. Manufacturer and Supplier Warranty:**
Manufacturer warranty (1-5 year, manufacturer dependent) and Workmanship warranty (1 year) apply. These warranties are voided if worked on by another contractor (either than Dormax). Clients are advised not to tamper with products.
**21. Regular Rates and Response Time:**
Regular lead times for manufacturing, supply, service, and repairs are provided and may change without notice. Rest assured, we share your urgency.
**22. Response Time for Clients without AMA:**
Response time for non-AMA clients is 1-24 hours.
**23. Response Time for AMA Clients:**
AMA (SLA) clients have a 1-8 hour response time.
**24. AMA Rates and Additional Hours:**
AMA rates and additional hours apply for AMA (SLA) clients.
**25. Lead Time for Service and Repair:**
Lead time is 1-5 working days for scheduled service and repair work.
**26. Lead Time for Door Manufacturing:**
Lead time is 10-14 days for manufacturing doors, plus 2-3 days for delivery.
**27. Lead Time for Non-AMA Repairs:**
Non-AMA (SLA) clients have a 2-5 day lead time for repairs.
**28. Turnaround Time for AMA Repairs:**
AMA (SLA) clients have a 24-hour turnaround time for repairs.
**29. Surveys Conducted for Other Companies:**
Surveys for other companies will be charged if not awarded within 10 days.
**30. Cancellation Charges for Call-Outs:**
Call-outs canceled after the technician’s arrival will be charged, as well as those canceled after 30 minutes of confirming the request.
**31. Payment Due Upon Invoice Presentation:**
Payment is due upon presentation of the invoice.
**32. Customer Responsibility for Vendor Listing:**
Customers must list us as a vendor before accepting our call-out terms.
**33. Notice of Changing Terms:**
Our terms may change without notice, and acceptance implies agreement.
We are committed to delivering a superior customer experience based on quality, service, and reliability. These terms are invoked only when parties don’t fulfill their agreement. We strive for 100% customer satisfaction in line with best practices.
– Call-Out can take up to 24 hours (but we can be there within 30 minutes – scope-dependent).
– Call-Out cannot be booked on behalf of another person or entity. The Call-Out requires booking by the billpyer or someone authorized by the billpayer to do so
– Call-Out includes the first hour.
– Consumables and Van-spares are included in a Call-Out.
– Replacement parts and products are NOT included in a Call-Out.
– Payment is due on completion.
**Book a Survey:**
No Charge. For new upcoming projects. Not a serious defect or risk posed to people or property. We can provide you with a quote for the solution within 24 hours of attendance. Only select “Book a Survey” if you are 100% sure that there is no risk to persons or property. If you are unsure, then Option – 1, “Book a Call-Out,” should be your choice.
– Can take up to 48 hours.
– Parts, Labour, and products not included.
– Not available after-hours (Select Call-Out if required after hours).
– Survey can change to Call-Out with your approval on-site (call-out terms and rates apply).
In summary, by engaging Dormax for advice, you accept our terms of business and indemnify Dormax against any damages that may occur following our service or delivery.