Last updated: 06 / 11 / 2025

These Terms and Conditions (“Terms”) govern all Assure+
Memberships (“Membership”, “Plan”, or “Program”) provided by Ohana Ventures Pty Ltd (ABN 34 688 797 766) trading as HomeServ (“HomeServ”, “we”, “us”, “our”) to customers (“Member”, “you”, or “your”).

By purchasing, enrolling in, or using any Assure+ Membership, you agree to be bound by these Terms. If you do not accept these Terms, you must not purchase or use any Assure+ Plan.

1. Nature of Membership

1.1 Assure+ is a service plan, not insurance. It does not cover the cost of materials, parts, replacements, or non-included labour. It provides priority scheduling, limited free callouts, included labour (where applicable), and access to discounted member rates.

1.2 HomeServ provides services directly or through its licensed and insured contractors (“HomeServ Professionals”).

1.3 HomeServ reserves the right to modify, substitute, or withdraw any Assure+ plan, inclusion, or benefit at any time, subject to 30 days’ written notice to Members.

2. Eligibility and Activation

2.1 Memberships are available only to individuals aged 18 years or older who own, occupy, or manage residential properties within HomeServ’s designated service areas.

2.2 Activation occurs upon successful payment of the initial membership fee.

2.3 A 60-day waiting period applies before emergency callout entitlements and other time-dependent benefits commence.

2.4 If your membership lapses or is cancelled, a new 60-day waiting period
applies upon reactivation.

3. Membership Plans and Benefits

3.1 Assure+ offers three primary membership tiers: Essential, Plus, and Premium.

3.2 Benefits vary by plan and are subject to fair-use limits and service
availability.

3.3 All plans provide access to the HomeServ network, priority booking, and member-only rates.

(a) Essential Plan

* Priority booking during standard business hours (Mon–Fri).

* Free standard (non-emergency) callouts.

* No emergency callouts.

* Labour charged at member-discounted rate.

* 5% discount on materials and additional services.

(b) Plus Plan

* Priority booking including limited after-hours.

* Two (2) emergency callouts per 12-month membership period.

* Up to one (1) hour of included labour per callout.

* 10% discount on materials and additional services.

(c) Premium Plan

* 24/7 priority response line and fastest scheduling.

* Four (4) emergency callouts per 12-month membership period.

* Up to two (2) hours of included labour per callout.

* 10% discount on materials and additional services.

* Annual home maintenance review (plumbing and general systems).

3.4 HomeServ may amend inclusions, benefits, or service descriptions at any time, provided reasonable notice is given. Continued membership constitutes acceptance of such changes.

4. Limitations and Exclusions

4.1 Assure+ does not cover:

* Renovations, installations, or construction work.

* Insurance assessments or claims assistance.

* Mould, asbestos, pest, or hazardous material removal.

* Work outside the designated service area.

* Damage caused by misuse, negligence, or unauthorised repairs.

4.2 Materials, parts, consumables, specialist equipment, and third-party contractor costs are billed separately at member-discounted rates.

4.3 Services are subject to technician and material availability, weather conditions, and other external factors beyond HomeServ’s control.

5. Emergency Callouts and Fair Use

5.1 Emergency callout entitlements are based on membership tier and reset annually. Unused callouts do not roll over.

5.2 Fair-use applies to ensure equitable access for all members. If usage
exceeds reasonable residential expectations (as determined by HomeServ), services may be suspended or charged at non-member rates.

5.3 After-hours or emergency services may incur surcharges, disclosed prior to
scheduling.

5.4 HomeServ reserves the right to refuse or postpone services where unsafe, unlawful, or impractical conditions exist.

6. Fees, Billing, and Payment

6.1 Membership fees are payable weekly or monthly in advance
via authorised payment methods.

6.2 By enrolling, you authorise Ohana Ventures Pty Ltd to automatically debit
your nominated account for ongoing payments until cancellation.

6.3 All fees include GST unless otherwise stated.

6.4 Membership fees are non-refundable except as required under the Australian Consumer Law (ACL).

6.5 HomeServ may vary membership pricing or payment frequency with 30 days’ written notice. Continued membership constitutes acceptance of the new pricing.

7. Term, Renewal, and Cancellation

7.1 Memberships are ongoing until cancelled by either party.

7.2 You may cancel your membership at any time with 14 days’ written notice.

7.3 A 14-day cooling-off period applies from the date of activation, provided
no membership benefits or services have been used.

7.4 If benefits have been used within the cooling-off period, you remain liable
for applicable service fees.

7.5 HomeServ may suspend or terminate memberships immediately for:

(a) Non-payment of fees;

(b) Breach of these Terms;

(c) Misuse or fraudulent use of membership benefits;

(d) Conduct deemed abusive, threatening, or unreasonable toward staff or contractors.

8. Service Delivery and Standards

8.1 HomeServ warrants that all services are performed with due care and skill by licensed and insured professionals in accordance with NSW regulations.

8.2 Timeframes for response and completion are indicative only and not
guaranteed.

8.3 HomeServ is not responsible for delays or interruptions caused by external factors such as supply shortages, natural disasters, public holidays, or high-demand periods.

9. Liability and Indemnity

9.1 To the fullest extent permitted by law, HomeServ and its affiliates, directors, officers, employees, and contractors are not liable for:

(a) Any indirect, incidental, or consequential loss or damage;

(b) Loss of income, profit, or business opportunity;

(c) Damage resulting from delays, unavailability, or acts of third parties.

9.2 HomeServ’s total liability, whether in contract, tort, negligence, or otherwise, is limited to the lesser of:

(a) The total membership fees paid in the preceding six (6) months; or

(b) The direct cost of re-performing the affected service.

9.3 You agree to indemnify and hold harmless Ohana Ventures Pty Ltd, its officers, agents, and contractors from all claims, losses, or expenses arising from:

* Your breach of these Terms;

* Misuse of membership benefits; or

* Negligence or misconduct by you or anyone under your direction.

9.4 Nothing in these Terms excludes any rights you may have under the Australian Consumer Law (ACL) that cannot be lawfully excluded.

10. Suspension and Force Majeure

HomeServ is not liable for any delay, failure, or inability to perform obligations due to causes beyond its control, including natural disasters, equipment failure, power outages, pandemics, government restrictions, or supply shortages.

11. Amendments to Terms

11.1 HomeServ may vary these Terms at any time. Changes take effect 30 days after notice via email or public posting on the HomeServ website.

11.2 Continued membership after this notice period constitutes acceptance of
revised Terms.

12. Privacy and Communication Consent

12.1 Personal information is collected and stored in accordance with the Privacy Act 1988 (Cth) and HomeServ’s Privacy Policy.

12.2 By joining, you consent to receive service notifications, renewal reminders, and promotional communications from HomeServ.

12.3 You may opt out of marketing communications at any time by written
request, but operational updates will continue to be sent.

13. Dispute Resolution and Governing Law

13.1 If a dispute arises, you must notify HomeServ in writing and allow 14 business days for resolution.

13.2 If unresolved, either party may refer the dispute to mediation under NSW law before pursuing court action.

13.3 These Terms are governed by the laws of New South Wales, and you agree to the exclusive jurisdiction of NSW courts and tribunals.

14. Contact

Ohana Ventures Pty Ltd (ABN 34 688 797 766)

Trading as HomeServ

hello (at) homeserv.com.au

15. Entire Agreement

These Terms, together with your Membership Plan and Privacy
Policy, form the entire agreement between you and HomeServ, superseding all prior communications or representations.