Last Updated: 01/09/26

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1. About This Policy

This Service & Cancellation Policy explains how Sports Care Pro manages enquiries, assessments, quotations, bookings, cancellations, rescheduling and additional work.

This Policy should be read together with our Terms & Conditions and any applicable quotation or service agreement.

Where a signed service agreement or other written agreement contains different cancellation or payment terms, those specific terms will apply.

 

2. Enquiries and Bookings

An enquiry does not create an obligation for Sports Care Pro to provide Services.

A booking is confirmed when Sports Care Pro has accepted the work and the required information, quotation, deposit or other requirements have been completed.

Sports Care Pro may require additional information before confirming a booking.

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3. Assessments

Not all assessments are provided free of charge.

 

Depending on the size, location, complexity and nature of the proposed work, Sports Care Pro may:

• provide a quotation based on supplied information;

• request photographs or measurements;

• provide a no-charge assessment where appropriate;

• charge an assessment or site visit fee; or

• recommend specialist assessment.

 

Where an assessment fee applies, Sports Care Pro will advise the Client of the fee before the assessment is booked. The assessment fee covers the agreed assessment services and does not automatically include repairs, maintenance, installation or other work.

An assessment does not guarantee that Sports Care Pro will subsequently undertake the project.

 

4. Quotations Following Assessment

Where a quotation is provided following an assessment, the quotation will identify the proposed scope and price. Unless otherwise stated, quotations are valid for 30 days.

 

Where conditions, measurements, equipment specifications or other relevant information change after the quotation has been prepared, Sports Care Pro may need to revise the quotation before work commences.

 

5. Client Cancellation

If the Client cancels confirmed Services, Sports Care Pro may charge reasonable costs actually incurred as a result of the cancellation.

These may include:

• labour;

• subcontractor or external contractor costs;

• travel;

• accommodation;

• freight;

• materials;

• supplier cancellation charges;

• non-refundable costs; and

• other reasonable costs that cannot be recovered.

 

Where a specific cancellation fee applies, it will be stated in the quotation or service agreement.

 

6. Rescheduling

Sports Care Pro will make reasonable efforts to accommodate requests to reschedule.

Where rescheduling results in additional costs, including subcontractor, travel, accommodation, freight or supplier costs, those costs may be charged where reasonably incurred. Sports Care Pro may require reasonable notice for rescheduling.

 

7. Site Access and Readiness

The Client is responsible for ensuring that the site is reasonably ready for the agreed Services.

This includes:

• providing access;

• ensuring equipment is accessible;

• providing relevant keys, passes or access codes;

• making relevant areas available;

• removing unnecessary obstructions where reasonably required;

• identifying known hazards;

• ensuring the site can be safely accessed; and

• coordinating access with other contractors or facility users where necessary.

 

If Sports Care Pro cannot safely access or carry out the Services due to circumstances within the Client's control, the visit may need to be rescheduled and reasonable additional costs may apply.

 

8. Weather and Site Conditions

Outdoor Services may be affected by weather or site conditions.

Sports Care Pro may postpone or reschedule work where weather or site conditions make the work unsafe or impractical.

Where reasonably possible, Sports Care Pro will work with the Client to arrange an alternative time.

 

9. Sports Care Pro Cancellation

Sports Care Pro may postpone or cancel Services where:

• the work cannot safely be undertaken;

• required access is unavailable;

• necessary information or approvals have not been provided;

• materials or specialist equipment are unavailable;

• a subcontractor or specialist becomes unavailable;

• weather or site conditions prevent the work;

• the Client has outstanding unpaid invoices; or

• circumstances outside Sports Care Pro's reasonable control prevent the work.

 

Sports Care Pro will make reasonable efforts to reschedule affected Services where possible.

 

10. Urgent Safety Issues

Where Sports Care Pro identifies an immediate or potentially serious safety concern, we may recommend that equipment or an affected area be taken out of service until the issue can be addressed.

 

Where immediate remedial work is required, Sports Care Pro will communicate the issue and proposed action to the Client as soon as reasonably practicable.

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Sports Care Pro will not undertake chargeable additional work without Client approval unless:

• the work has already been authorised;

• the work falls within an agreed Care Package or quotation; or

• immediate action is reasonably required to address an urgent safety risk or prevent damage to property.

 

11. Additional Work

Work outside the agreed scope will generally be quoted separately.

 

Additional work may be required where:

• further defects are discovered;

• additional repairs are requested;

• replacement parts are required;

• additional labour is required due to a change in scope;

• specialist contractors are required;

• equipment is found to be incompatible;

• site conditions differ materially from those reasonably apparent; or

• the Client requests additional Services.

 

Where chargeable additional work is proposed, Sports Care Pro will provide details of the additional work and associated costs and obtain approval before proceeding, where reasonably practicable.

 

12. Subcontractors and External Contractors

Sports Care Pro may use subcontractors, external contractors, tradespeople, specialists or additional workers to complete or assist with Services.

 

This may be necessary where:

• specialist expertise is required;

• additional labour is needed;

• the project is larger or more complex than normal;

• specialist equipment is required;

• a particular trade or qualification is required; or

• an external specialist is best placed to complete a particular component of the work.

 

Where the additional contractor is being used to complete the existing agreed scope and this does not materially alter the Client's agreed price or scope, separate approval will not normally be required.

 

Where engaging an external contractor creates additional chargeable work or changes the agreed scope, Sports Care Pro will obtain Client approval before proceeding unless otherwise authorised. Sports Care Pro will take reasonable steps to engage suitable and appropriately competent contractors.

 

13. Care Package Cancellation

Care Package cancellation and termination are governed by the applicable Care Package agreement.

Where a Care Package contains a minimum term, automatic renewal or notice period, those provisions apply. Services completed before termination remain payable.

 

14. Payment and Deposits

Payment and deposit requirements will be stated in the applicable quotation, invoice or service agreement.

Unless otherwise agreed in writing, payment or an agreed deposit may be required before:

• work is scheduled;

• materials are ordered;

• specialist contractors are engaged; or

• the project commences.

 

Where different payment terms have been agreed in writing, those terms apply.

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15. Refunds

Refunds will be considered in accordance with the applicable quotation, service agreement, Terms & Conditions and New Zealand law.

Where Services have already been performed or costs have been incurred on the Client's behalf, those amounts may be deducted from any applicable refund.

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16. Complaints

If the Client has a concern about a Service, the Client should contact Sports Care Pro as soon as reasonably practicable.

We will review the concern and, where appropriate, work with the Client to reach a reasonable resolution.

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17. Relationship with Terms & Conditions

This Policy forms part of Sports Care Pro's Terms & Conditions.

Where there is a conflict between this Policy and a specific signed service agreement, the signed service agreement will generally apply to the extent of the conflict.

 

18. Changes

Sports Care Pro may update this Policy from time to time.

The version applicable to an existing project or agreement will generally be the version accepted when the Services were engaged unless otherwise agreed.

 

19. Contact

Sports Care Pro Limited
NZBN: 9429052707742
Email: admin@sportscarepro.co.nz
Phone: 021 0869 2935
Website: www.sportscareproltd.co.nz