Customer Warranty

Roofer default is an alarmingly common occurrence and the stakes are high for homeowners. If roofers are unable or unwilling to complete quoted works there is little homeowners can do about lost deposits or incomplete work. By adding the independent QA Check to your job you will have the added assurance of the Roofbuddy customer warranty; in the event of a roofer not having commenced any works or leaving quoted works unfinished, which works were agreed to by a customer and roofer through our platform, that customer will receive either:

Option 1

• Roofbuddy's assistance to enter into a new agreement with another roofer to complete the quoted works, which option is more likely to occur when the quoted works are already underway; and
• the amount required to pay for completed works under the new agreement that exceeds the quoted price (ie if it costs more to complete the quoted works, Roofbuddy will make up the shortfall so that the customer doesn't pay more than originally quoted); OR

Option 2

• their money back, up to the value of $50,000 (including GST) per accepted quote, in respect of each Option above. We encourage you to review all terms and conditions that apply to Roofbuddy's customer warranty, which are found by Terms and conditions

The first priority is to work with the roofer whose quote you accepted regarding your complaint or dispute. Often interruptions like weather, supply of material, labor shortages or unforeseen family issues can cause havoc for companies and they drop the ball or get behind on jobs. Most often with some patience they can get back to 'business as usual' and will be able to complete the quoted works.

If things drag on for a long time or you are unable to get contact with the roofer/company in question for extended durations; this would be the right time to discuss with us your dispute with the roofer (which could take up to 40 days to resolve by Roofbuddy) and a possible Roofbuddy customer warranty claim with us.

In any case, you must make a valid claim with us under the customer warranty within 12 months of becoming aware of the facts or circumstances giving rise to your dispute with a roofer and provide Roofbuddy with relevant information and documents about your dispute.

Up to 30 business days are allowed for assessment of a claim (which timeframe could in practice be in addition to the 40 days allowed under the Terms of Use for Roofbuddy's initial attempt at resolving the dispute between a customer and relevant roofer) so we can fully understand the situation and work with the customer and the roofer/company to facilitate the most direct pathway to completion of works or the return of funds if appropriate.

How a customer can ensure we are able to process the claim efficiently is by providing Roofbuddy with full and complete details relating to a claim and responding to all of Roofbuddy's requests for information promptly. This will enable us to help facilitate a solution as promptly as possible. Roofbuddy will notify the customer once the claim under Roofbuddy's customer warranty has been accepted, and of Roofbuddy's proposed actions and payments (if applicable) in relation to that accepted claim.