Nu-Cover® Benchtop After Care Plan

Customer Terms & Conditions

Issued by Nu Life Stone Care Pty Ltd (ABN 46 663 529 762) trading as Nu-Cover®

Plan Term: 3 Years Version: 1.0

1. Your Agreement

This Agreement is between Nu Life Stone Care Pty Ltd trading as Nu-Cover® ("Nu-Cover", "we", "us", "our") and the registered holder of the Nu-Cover Benchtop After Care Plan ("you", "your").

This document sets out the terms under which Nu-Cover provides inspection and repair services for eligible stone benchtops under the Nu-Cover Benchtop After Care Plan ("Plan").

By activating this Plan, you agree to these Terms and Conditions.

The Plan is a service and repair plan only. It is not insurance, not a financial product, and not a manufacturer's warranty. The Plan provides access to specialist stone inspection, assessment and repair services for installed stone benchtops, together with portal-based diagnostic, guidance, product recommendation, and referral services available through the Nu-Cover Customer Portal.

The Plan provides three (3) years of cover from the activation date. At the end of the Plan term, customers may continue to access stone care services through Nu Life Stone Care at the then-current commercial rates. The Customer Portal and associated technician network remain accessible beyond the Plan term; commercial terms transition from plan-based to per-service.

2. Plan Activation & Commencement

The Plan becomes active only when:

• the Plan has been purchased and any applicable fees received; and
• the Plan has been activated through the Nu-Cover Customer Portal.

The Plan term begins on the activation date. No services are available before activation.

Automatic Activation. If you have not manually activated the Plan within ninety (90) days of purchase, Nu-Cover will automatically activate the Plan on your behalf. The Plan term will commence on the automatic activation date.

Nu-Cover will send activation reminders by email at approximately 30, 60 and 85 days following purchase. You may request an extension of the automatic activation deadline by contacting Nu-Cover before the 90-day deadline. Extensions are granted at Nu-Cover's reasonable discretion.

3. Initial Six-Month Settlement Period

To allow the benchtop installation to settle into normal household use, an initial six (6) month settlement period applies to physical inspection and repair callouts under the Plan.

Physical callouts will generally not be scheduled until six (6) months after the Plan activation date. Callout requests submitted through the Customer Portal during this period will be recorded and held until the settlement period has elapsed.

Portal-based services remain available throughout the settlement period. These include the diagnostic wizard, troubleshooting and care guides, product recommendations for customer-managed resolution, and triage and referral of issues that fall within the responsibility of the fabricator, installer or supplier under Australian Consumer Law (see §7 and §8). The full scope of portal-based services is set out in §4.1.

Nu-Cover may request reasonable information to assist in determining when damage first occurred.

4. Services Provided Under the Plan

The Plan provides access to a combination of digital and physical stone-care services for installed stone benchtops.

4.1 Portal-based services — available immediately on activation

The following services are available through the Nu-Cover Customer Portal from the moment the Plan is activated and are not subject to the settlement period in §3:

• guided diagnostic assessment via the Nu-Cover wizard
• access to stone-specific troubleshooting and care guides
• product recommendations for issues suitable for customer-managed resolution
• triage and referral of issues that fall within the responsibility of the fabricator, installer or supplier under Australian Consumer Law (see §7 and §8)
• service history, Plan status and account information.

4.2 Physical repair services — subject to §3 settlement period

The Plan provides access to professional inspection and repair services for accidental damage affecting installed stone benchtops, where repair is technically feasible. These services are subject to the six-month settlement period set out in §3.

Services may include repair or restoration of damage such as:

• staining from common household substances
• chips and minor impact damage
• minor surface marks or dulling caused by accidental damage
• hairline cracks where repair is technically feasible.

Repairs are carried out using professional stone restoration techniques appropriate to the material and damage type. Nu-Cover determines the appropriate repair method acting reasonably and in accordance with industry practice.

4.3 Exclusions

The following are not covered under this Plan, and any inspection, advice or repair work relating to them is treated as a separate paid service outside the scope of the Plan:

• damage caused by failure to follow the stone care and maintenance guidance provided through the Nu-Cover Customer Portal;
• damage arising from fabrication, installation, seam, or structural support defects (see §7 and §8);
• chemical etching of calcite-based stones — including marble, limestone, travertine, onyx, dolomite, and terrazzo containing calcite chips — caused by contact with acidic substances. Etching of these stones in domestic use is a known characteristic of the material and is treated as normal wear rather than accidental damage;
• damage that existed before Plan activation and that was not declared at activation;
• deliberate damage, misuse, or damage arising from non-domestic or commercial use;
• damage occurring outside Nu-Cover's defined operating regions where service is not provided.

Where damage falls outside Plan coverage, Nu-Cover may offer repair or restoration services as a separate paid service.

5. Repair Outcome

The remedy available under this Plan is repair of the affected area where repair is technically feasible. Nu-Cover determines the repair method using reasonable professional judgement.

A successful repair is defined as:

• restoration of the functional working surface; and
• a substantial cosmetic improvement to the damaged area.

Due to the natural characteristics of stone and the nature of restoration work, repairs:

• may remain partially visible
• may not perfectly match surrounding stone
• may not restore the benchtop to original factory condition.

Differences in colour, sheen, texture, veining or finish may remain after repair.

5.1 Repair feasibility & commercial practicality

Where Nu-Cover determines that a repair is technically possible but would require disproportionate time, resources, or specialist processes relative to the scope of the Plan, Nu-Cover may decline to proceed with the repair under the Plan.

In such circumstances, Nu-Cover may offer alternative repair options or restoration services as a separate paid service, subject to customer approval.

Nu-Cover will act reasonably when making this determination.

6. Inspection & Damage Assessment

Nu-Cover may inspect the benchtop to determine:

• the likely cause of damage
• whether repair is technically feasible
• the appropriate repair method.

Assessment is based on reasonable professional judgement and may consider factors including:

• installation conditions
• structural support
• seam construction
• usage patterns
• environmental conditions.

7. Manufacturing or Installation Issues

Where Nu-Cover determines that damage is likely to arise from:

• fabrication defects
• installation defects
• seam failure
• inadequate structural support

the responsible fabricator, installer or supplier may have obligations under the Australian Consumer Law.

Nothing in this Plan replaces, restricts or limits those legal rights.

Nu-Cover is not the manufacturer, fabricator or installer of the benchtop.

8. Non-Participating Fabricators

Where damage appears related to fabrication or installation and the responsible party does not engage with Nu-Cover:

Nu-Cover may provide a technical assessment identifying the likely cause of the issue.

Customers may:

• pursue remedies against the responsible party under Australian Consumer Law; or
• request Nu-Cover to carry out repair services as a paid service outside this Plan.

Nu-Cover is not obligated under this Plan to repair defects caused by third parties where such defects fall outside the scope of the Plan.

9. Call-Out Tokens

9.1 Initial Allocation

Each Plan begins with three (3) call-out tokens. A token entitles Nu-Cover to attend the property to inspect or repair the benchtop. The three tokens cover the full duration of the Plan term and are not refreshed or topped up on plan anniversaries.

9.2 Token Usage

Tokens may be used for:

• inspections
• diagnostic assessments at the property
• repair services.

Multiple issues may be addressed during a single visit where practical.

Portal-based services do not consume call-out tokens. Use of the diagnostic wizard, troubleshooting guides, care guides, product recommendations, and ACL triage and referral services under §4.1 is unlimited and free of charge throughout the Plan term.

9.3 Inspection Visits

An inspection or diagnostic visit constitutes a call-out and will consume one token even if repair work is not undertaken.

9.4 Additional Services

Once all three call-out tokens have been used, additional inspection or repair services may be available through Nu Life Stone Care at Nu-Cover's then-current service rates. Pricing is published from time to time and is available through the Customer Portal or on request.

10. Repair Requests & Customer Portal

All repair requests must be submitted through the Nu-Cover Customer Portal.

The portal is the primary method for managing Plan services and provides access to:

• the diagnostic wizard for assessing damage and routing to the appropriate next step (which may be self-care guidance, a product recommendation, an ACL referral, or a physical callout request)
• guided submission of physical callout requests where on-site work is needed
• troubleshooting guides
• care guides
• service history and Plan information.

Repair requests submitted through other communication channels will be redirected to the Customer Portal.

Customers may be asked to provide information such as:

• photographs of the affected area
• a description of the issue
• approximate timing of when the damage occurred.

11. Troubleshooting Guides

Before submitting a repair request, customers must consult the Nu-Cover troubleshooting guides available in the Customer Portal. The diagnostic wizard will route customers through relevant guidance as part of its assessment flow.

These guides provide practical steps for resolving minor issues that may occur during normal household use.

Where a guide recommends safe household cleaning or maintenance steps, customers should attempt these steps prior to lodging a physical callout request.

12. Stone Care & Maintenance

Customers must follow the stone care and maintenance guidance provided within the Nu-Cover Customer Portal.

This includes:

• using suitable cleaning products
• maintaining reasonable care of the stone surface
• avoiding practices that may damage the material.

Damage arising from failure to follow recommended care practices may fall outside the scope of services provided under this Plan.

13. Customer Responsibilities

Customers must:

• take reasonable steps to prevent further damage
• provide safe access for technicians
• ensure pets and hazards are controlled during visits
• provide accurate information when lodging repair requests.

14. Access & Safety

Nu-Cover may reschedule attendance where:

• access to the benchtop is unsafe
• the site is not ready for inspection or repair
• conditions present a safety risk.

15. Service Areas

Physical callout services are provided within Nu-Cover's defined operating regions. Out-of-area requests may be declined, or accommodated at Nu-Cover's discretion subject to additional travel fees at Nu-Cover's then-current rates.

Portal-based services under §4.1 are available regardless of customer location, provided the Plan is registered against an installation address within Nu-Cover's serviceable jurisdiction.

16. Fraud or Misuse

Nu-Cover may suspend or cancel the Plan where:

• false or misleading information is provided
• claims are fraudulent
• the service is repeatedly misused
• abusive or unsafe conduct occurs.

17. Intellectual Property

All materials provided through the Nu-Cover Customer Portal, including:

• troubleshooting guides
• care guides
• instructional material
• technical documentation

remain the intellectual property of Nu Life Stone Care Pty Ltd.

These materials are provided for the personal use of Nu-Cover customers only.

Customers must not reproduce, distribute, publish or commercially use Nu-Cover materials without prior written permission.

18. Transfer of Plan

The Plan is attached to the property at which the benchtop is installed and registered. It cannot be transferred to another property or premises.

If the property is sold, the Plan may be transferred to the new owner of the registered property.

To transfer the Plan, the current or new owner must:

• notify Nu-Cover of the change of ownership; and
• pay the transfer administration fee of $150 (inc GST).

The transfer becomes effective only once Nu-Cover has confirmed the transfer and payment of the administration fee.

Upon transfer, the new property owner receives the remaining Plan term and any remaining call-out tokens associated with the Plan.

19. Australian Consumer Law

Nothing in this Agreement excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

20. Limitation of Liability

To the extent permitted by law, Nu-Cover's liability arising from services provided under this Plan is limited to:

• re-supplying the services; or
• the cost of re-supplying the services.

Nu-Cover is not liable for indirect or consequential loss.

21. Cancellation

21.1 Plans purchased directly by the customer

Where the Plan was purchased directly by the customer, the Plan may be cancelled within 30 days of purchase for a full refund if no services have been used. After 30 days, Nu-Cover may provide a pro-rata refund at its discretion.

21.2 Plans provided as part of a benchtop installation package

Where the Plan was provided as part of a benchtop installation or fabrication package supplied by a Nu-Cover partner (a "bundled Plan"), the Plan forms part of the supply arrangement between the customer and the partner fabricator or supplier. Refund rights for bundled Plans rest with the original supplier under that supply arrangement, not with Nu-Cover.

Nu-Cover may, at its reasonable discretion, transfer a bundled Plan to a replacement property or installation where the original installation does not proceed.

21.3 Promotional or complimentary plans

Promotional or complimentary plans are not eligible for cash refunds.

Acceptance

By activating the Plan through the Nu-Cover Customer Portal, you confirm that you have read and accepted these Terms & Conditions.

Contact

Nu Life Stone Care Pty Ltd (ABN 46 663 529 762) trading as Nu-Cover®

Email: info@nu-cover.com.au Web: nu-cover.com.au Customer Portal: portal.nu-cover.com.au

*Version 1.0 — supersedes all prior versions. The Terms & Conditions version applicable to a given Plan is the version accepted by the customer at the time of Plan activation.*