1. Guarantee Coverage

We guarantee that no visible mould growth will occur in the interior of your premises during an active service period where our mould inhibitor gels are installed and maintained in accordance with the service plan. If mould does occur, and none of the exclusion criteria apply (see Section 2), you may be eligible for a partial refund equal to the unused portion of the service contract (see Section 3).

2. Guarantee Exclusions

Refunds are not applicable under the following conditions:

Water Ingress or Structural Defects:

• Leaks from roofs, windows, doors, gutters or other building defects.

• Plumbing leaks, including leaking taps, showers, toilets or internal pipes.

• Flooding, rising damp, or storm-related water entry.

Improper Ventilation or Occupant Behaviour:

• Leaving windows, doors or balcony sliders open during wet season or periods of high humidity.

• Using dryers indoors without proper ventilation.

• Not using air conditioning or dehumidifiers as recommended in high-moisture areas.

Unreported or Undisclosed Changes:

• Renovations, layout changes, or installation of new furniture that blocks airflow.

• Moving or removing gel units without notification.

• Installing your own odour, chemical or air-based products near or over our gels.

Interrupted or Incomplete Service:

• Missed, cancelled, or delayed quarterly servicing appointments.

• Gels not replaced on time as part of the agreed 3-month servicing schedule.

3. Refund Eligibility (Money-Back Guarantee)

Our mould prevention service is backed by a money-back guarantee, subject to the following structure:

• Refunds are issued in 3-month blocks and are only applicable to unused full service periods after the first 3 months.

The first 3-month block is non-refundable, as it covers the cost of:

• Initial site visit

• FLIR (Forward Looking Infrared) and moisture meter testing

• Product installation and setup

If mould appears within the first 3 months, the initial 3-month period remains nonrefundable. However, if the issue qualifies under the guarantee and the service was paid annually, a refund for the remaining 9 months (three service blocks) will be issued.

If mould appears after the first 3 months, and none of the exclusions in Section 2 apply, you may be eligible for a refund equal to the unused full blocks remaining in your contract.

Example (12-month plan at $600):

• Mould appears at 2 months → Refund = 9 months ($450)

• Mould appears at 5 months → Refund = 6 months ($300)

• Mould appears at 8 months → Refund = 3 months ($150)

• No partial-month or partial-block refunds will be provided.

4. Inspection & Claims Process

• Suspected mould growth must be reported within 7 days of discovery.

• We will carry out a site inspection using professional equipment to determine the cause.

• If the cause is found to be within our control and none of the exclusions apply, a refund will be processed based on Section 3.

• If the cause is found to be due to any of the exclusion criteria, no refund will be issued.

5. General Disclaimer

This is a preventative service, not a treatment for existing mould. All visible mould must be remediated before prevention service begins. Ongoing building maintenance (e.g. guttering, waterproofing, ventilation) remains the client’s responsibility. We do not guarantee mould prevention in structures that are poorly sealed, already damaged by moisture, or left open to the elements.