These Terms of Service (“Terms”) apply to all use of the Trust Work (Tibor Kusic) website and to any services booked with us through this site, by phone, email, or in person. By using our website or engaging our services, you agree to these Terms.

If you do not agree with these Terms, please do not use this website or our services.

1. Who we are

Trust Work (“we”, “us”, “our”) is a trade and maintenance business operating in Melbourne, Victoria, Australia. We provide handyman, maintenance, and related trade services to residential and commercial clients.

2. Website use

The content on this website is for general information only. While we try to keep it accurate and up to date, it may not always reflect our latest services, prices, or availability.

You agree not to:

• use this website for any unlawful purpose
• attempt to damage, disrupt, or gain unauthorised access to the website or its systems
• copy, reuse, or republish our content without our permission.

We may update, suspend, or remove the website (or any part of it) at any time without notice.

3. Quotes, bookings, and scope of work

3.1 Quotes

Any quote we provide (online, by phone, email, or in person) is an estimate based on the information you give us. A quote may change if:

• the scope of work is different to what was described
• we find hidden issues once work begins (for example, structural damage, rot, water damage, unsafe wiring)
• material prices or supplier costs change
• access, safety, or site conditions are different from what was reasonably expected.

We will let you know as soon as possible if a quote needs to be revised and seek your approval before proceeding with extra costs, where practical.

3.2 Bookings

A booking is confirmed only when we accept it (verbally or in writing). We may decline or reschedule a job due to safety issues, access, weather, staffing, or other reasonable operational reasons.

You agree to:

• provide safe and reasonable access to the property
• ensure someone authorised is available on-site or reachable by phone as agreed
• give us accurate information about the job and any known issues (e.g. asbestos, prior water leaks, structural problems).

4. Price beat guarantee

If we advertise a price beat guarantee, it only applies as described in the detailed terms on our website. In general:

• you must provide a recent written quote from a legitimate Melbourne-based competitor for equivalent work
• the competitor quote must be itemised and include GST
• we may verify the quote and decide, at our discretion, whether it is comparable.

We may refuse to beat or match a quote if the quality, scope, timing, materials, safety standards, or inclusions are not reasonably comparable. Promotional offers, clearance prices, obvious errors, or non-genuine quotes are excluded.

5. Payment terms

Unless we agree otherwise in writing:

• payment is due on completion of the job or as stated on your invoice
• for larger projects, we may require a deposit and progress payments
• materials may need to be paid upfront or as specified in the quote.

If payment is late, we may:

• charge reasonable late fees or interest as permitted by law
• pause further work until payment is made
• recover reasonable costs of collection (for example, debt recovery agency fees or legal costs).

Ownership of any materials we supply remains with us until they are paid for in full.

6. Changes, cancellations, and access

If you need to change or cancel a booking, please contact us as early as possible.

We may charge a reasonable fee if:

• we have already purchased materials specifically for your job
• our team has already attended the site or been turned away
• less than a reasonable notice period is given and we cannot reallocate the time.

If we cannot safely access the site, or conditions are unsafe (for example, aggressive behaviour, unsafe structures, or severe weather), we may:

• refuse to start work
• pause work until issues are resolved
• charge a call-out fee where appropriate.

7. Licensed work (plumbing, electrical, etc.)

Some work must be carried out by licenced trades (for example, plumbing and electrical work). In those cases, we:

• engage or coordinate with licensed professionals
• aim to manage the project so you deal with a single main point of contact.

Licenced trades are responsible for their compliance obligations (such as certificates of compliance). We will help coordinate and provide you with relevant documentation where appropriate.

8. Workmanship guarantee

We stand behind the quality of our work. If there is a genuine workmanship issue with something we have done, contact us as soon as possible with details and photos.

Our workmanship guarantee:

• applies only to the labour we have performed and materials we supplied
• does not cover normal wear and tear, misuse, neglect, lack of maintenance, or changes made by others after we finish
• does not extend beyond the original scope of work.

Where a problem is covered, we will, at our discretion:

• repair the issue,
• replace the affected work or materials, or
• provide another reasonable solution.

Any manufacturer or supplier warranties for products or materials are in addition to our workmanship guarantee and are subject to their own terms.

9. Photos, videos, and testimonials

We may take before-and-after photos or short videos of our work for our records and quality control. With your consent, we may also use these (without exposing sensitive personal details) for marketing and portfolio purposes on our website or social media.

If you provide a testimonial or review, you give us permission to display it (with your first name, suburb, and general job description only) in our marketing materials, unless you ask us not to.

You can contact us at any time if you would like us to stop using your testimonial or identifiable photos going forward.

10. Liability and disclaimers

To the maximum extent permitted by law:

• we exclude all warranties and conditions that are not expressly stated in these Terms or required by law
• we are not liable for any indirect, special, or consequential loss (for example, loss of profits, loss of rental income, or loss of opportunity) arising from use of our website or services.

However, nothing in these Terms excludes, restricts, or modifies any rights you have under the Australian Consumer Law. Where such rights apply, our liability is limited, at our option, to:

• re-supplying the services, or
• paying the cost of having the services supplied again.

We are not responsible for damage or delays caused by factors outside our reasonable control, such as hidden defects, extreme weather, third-party trades, or supply chain issues.

11. Third-party links and services

Our website may contain links to other websites or services we do not control. We are not responsible for their content, privacy practices, or terms. You use third-party sites at your own risk and should review their terms and privacy policies.

12. Changes to these Terms

We may update these Terms from time to time. The “Effective date” at the top shows when they were last updated. By continuing to use our website or services after any changes, you accept the updated Terms.

13. Governing law

These Terms are governed by the laws of Victoria, Australia. Any disputes will be handled by the courts of Victoria, or as otherwise required by applicable consumer laws.

14. Contact us

If you have questions about these Terms or our services, please contact us using the details on our Contact page.

Privacy Policy

This Privacy Policy explains how Trust Work (“we”, “us”, “our”) collects, uses, and protects your personal information when you use our website or our services.

By using our website or dealing with us, you agree to this Privacy Policy.

1. The information we collect

We may collect the following types of information:

Information you provide directly

• Name and contact details (such as phone number, email address, and property address)
• Details about your property and the work you need done
• Photos or videos you share with us for quoting or reporting
• Feedback, reviews, and testimonials
• Billing and payment details (handled securely, often via trusted payment providers).

Information collected automatically

When you use our website, we may automatically collect:

• basic technical information such as your IP address, browser type, device type, and pages visited
• cookie data and similar tracking information to help us understand how people use our site.

We generally collect personal information directly from you, although we may also receive information from:

• property managers, landlords, tenants, or strata managers
• publicly available sources, where appropriate (for example, to confirm property details).

2. Why we collect your information

We collect and use personal information to:

• provide our services, including quoting, scheduling, completing, and reporting on jobs
• communicate with you about your enquiries, bookings, and any follow-up work
• send invoices, process payments, and manage accounts
• improve our services, website, and customer experience
• meet our legal and regulatory obligations
• send you updates, tips, or promotions if you have subscribed or given consent (you can opt out at any time).

We only collect personal information that is reasonably necessary for our functions and activities as a trade and maintenance business.

3. Legal basis (Australia)

We handle personal information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as applicable.

Our main legal grounds for collecting and using your information are:

• your consent (for example, when you fill out a form, subscribe, or agree to marketing)
• our need to perform a contract or take steps at your request before entering a contract (for example, preparing a quote)
• our legitimate business interests (for example, improving our services and managing our operations)
• compliance with our legal obligations.

4. Cookies and tracking

Our website may use cookies and similar technologies to:

• remember your preferences
• understand how people use our site
• help us improve our content and services.

You can usually disable cookies in your browser settings, but some parts of the site may not work properly without them.

5. Sharing your information

We may share your personal information with:

• trades, subcontractors, and suppliers involved in your job (for example, licensed plumbers or electricians)
• third-party service providers who help us run our business (for example, website hosting, email, scheduling, accounting, or payment services)
• property managers, landlords, or tenants where reasonably necessary to arrange and complete work
• professional advisers (for example, accountants, insurers, or lawyers)
• government authorities or regulators where required by law.

We only share information to the extent reasonably necessary for the purpose and take steps to ensure third parties handle your information safely and lawfully.

We do not sell your personal information.

6. Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification, or disclosure. This includes:

• using reputable cloud and software providers
• limiting access to personal information to staff and contractors who need it
• using passwords and other security measures on our systems.

However, no method of storage or transmission over the internet is completely secure. We cannot guarantee absolute security, but we do our best to protect your information.

7. Access, correction, and your choices

You have the right to:

• request access to the personal information we hold about you
• ask us to correct information that is inaccurate, incomplete, or outdated
• opt out of receiving marketing communications at any time by using the unsubscribe link in our emails or by contacting us.

If you make a request, we may ask you to verify your identity. In some cases, we may be permitted to refuse a request under the law, but if we do, we will explain why.

8. Retention

We keep personal information for as long as reasonably necessary to:

• provide our services
• maintain records for tax, insurance, warranty, and legal purposes
• resolve any disputes or complaints.

When personal information is no longer needed, we will take reasonable steps to delete it or de-identify it.

9. Children

Our services are aimed at adults, property owners, and property managers. We do not knowingly collect personal information from children without the involvement of a parent or guardian.

10. International transfers

Our main operations are in Australia, but some of our service providers (for example, cloud or email providers) may store or process data in other countries. Where this happens, we take reasonable steps to ensure your information is handled in line with this Privacy Policy and with applicable privacy laws.

11. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The “Effective date” at the top shows when it was last updated. Your continued use of our website or services after changes are posted means you accept the updated Policy.

12. Questions or complaints

If you have any questions, concerns, or complaints about how we handle your personal information, please contact us using the details on our Contact page or via:

• Phone: 0429 505 900
• Email: info@trustwork.au

We will respond as soon as reasonably possible. If you are not satisfied with our response, you may have the right to contact the Office of the Australian Information Commissioner (OAIC) or another relevant authority.

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