Terms & Conditions

Thanks for choosing us to insulate your home. We’ve been doing this since 1986, and we like to keep things straight and simple. These are the terms you agree to when you accept a quote and let us do your job. They’re here to be fair to you and fair to us, not to catch anyone out.

About the information on this website

We put a lot of care into this website, and everything on it is provided in good faith and believed to be true and correct to the best of our knowledge at the time of publishing. Even so, it is general information only. Some of it may contain typographical errors, may have been drafted or summarised with the help of AI tools and not fully proofread, may be simplified, or may be out of date or open to a different interpretation. Please don’t rely on anything on this website as a statement of fact about your particular home, or as advice for your specific situation.

The information on this website does not form part of any contract between us. Your contract is your written quote(together with any guarantee certificate) for your specific job — that is the document that sets out the work, the price and what we’ve agreed, not this website. If anything on this website is different from, or inconsistent with, your written quote, your written quote applies. By using this website, and by clicking through to view your quote, you accept this.

None of the above takes away any rights you have that cannot be excluded by law — in particular your rights and our guarantees under the Australian Consumer Law. Nothing in these terms operates to exclude, restrict or modify any consumer guarantee, right or remedy that the law says cannot be excluded; where a term like this one would otherwise do so, it does not apply to that extent.

The quote and the price

A quote is an estimate based on the information and photos we have, and it’s subject to an on-site inspection. We’ll confirm everything before we start, and if the job turns out to be materially different from what we quoted, we’ll re-quote it for your approval rather than spring a surprise on you. Quotes are valid for 30 days. Once a job is confirmed and booked the price is fixed: we don’t increase a quoted price once we’ve started, unless you ask us to do extra work, or we find a concealed condition you didn’t disclose (see below), and if that happens, we’ll talk to you about it first, before we do it. All prices are in Australian dollars and, where shown, GST is on top. Accepting a quote, paying a deposit or booking a job means you accept these terms.

Offers and referral rewards

Give $100, Get $100 referral.When someone gives us your referral code before we book their job, they get $100 off and you get a $100 eGift card, sent by email, once their job is above $1,500 including GST (before their $100 off) and paid in full. One gift card per paid job, to the person whose code was used. You can’t refer your own job or a job at your own address. Real estate agents and property managers can’t receive the gift card because of legal requirements to declare commissions; they can still refer people and share their code, and the people they refer still get $100 off. The gift card is the issuer’s product and follows its terms; there is no cash alternative. It can be used alongside our other offers unless an offer says otherwise. We may end the referral offer for new referrals by notice on this site; referrals already made are honoured. Nothing here limits your rights under the Australian Consumer Law.

Free minor roof repairs are discretionary

We’re up in your roof anyway, so if we spot a small, easy thing we can fix while we’re there, a loose tile, a clip, that sort of thing, we’ll often just sort it out for you at no charge. Please understand that this is a goodwill gesture and is entirely at our discretion. It is not part of what you’re paying for, it’s not guaranteed, and it doesn’t make us responsible for the condition of your roof. We do the easy good turns because we’d want someone to do the same for us.

Pre-existing problems are not ours to carry

Your roof has a history before we ever get to it. We are not liable for pre-existing leaks, damage, or faults that were there before we arrived, including a roof that already lets water in, or downlights, exhaust fans or wiring that don’t comply with the rules or weren’t installed safely. If we notice something like that, we’ll point it out to you, and our installers photograph the job so there’s a record of what the roof looked like before and after. But finding a pre-existing problem doesn’t make it our problem to fix or pay for. Insulation is not a substitute for repairing a roof that already leaks.

Any roof observations are not a formal inspection

While we’re working we keep an eye on the roof and will tell you about anything we happen to notice, such as a broken tile, a lifted flashing, a rusty screw, damp or vermin. This is a visual observation only, not a formal building or roof inspection, and it is not a certification of the condition of your roof. Roofs are dark, cramped places and we’re there to install insulation, so we can’t promise to find everything, and we are not liable for a fault, leak or defect we don’t spot or that we misjudge, or for any damage that results from it. Our insulation can make an existing leak show up more clearly over time; that doesn’t make the underlying roof problem ours to fix. Where we do notice something, we’ll do our best to photograph it and report it to you.

Downlights, fans and raked areas: tell us on the day

We need clearance around downlights, exhaust fans and any heat-producing fittings, and we follow the installation rules for those clearances. In raked, cathedral or low-cavity ceilings we sometimes can’t see fittings from inside the roof space, so it’s important that you point out any downlights, fans or other fittings in those areas to our installers on the day, before we pump or lay the insulation. If a fitting isn’t pointed out and we couldn’t reasonably have known it was there, we’re not responsible for it.

Old halogen and mains-voltage downlights: we recommend replacing them

Old-style halogen and other 240 V (mains-voltage) downlights run hot and are not rated to be covered by insulation. Even when we keep the required clearance and insulate around them safely, each one forces a bare gap in the insulation, which lowers the real R-value of your ceiling, and it stays a heat source in the roof cavity. For both reasons we recommend replacing them with sealed IC-4–ratedLED fittings (rated to be covered and abutted by insulation) before we insulate, so the ceiling can be covered fully and safely. Changing a light fitting is a licensed electrician’s job, never an insulator’s. We’ll point out hot or non-compliant fittings and flag them. But the decision to replace them, and the cost, are yours, and we’re not responsible for the reduced performance or the clearance gaps that old hot fittings leave behind.

Raked, cathedral and low-pitch areas are done in cellulose

Raked ceilings, exposed beams and low-pitch or difficult-access sections are insulated with pump-in cellulose fibre, not batts, even if you’ve chosen batts for the main roof. Batts can’t be fitted properly in those spots. This is included in the price we’ve quoted; any change to it needs to be agreed in writing and may cost extra.

Tell us what’s in your roof: hazards, stored items and asbestos

Before we book your job, tell us about anything up there that isn’t insulation: stored boxes, building material, old wiring, a vermin problem, and anything you know or suspect is asbestos. If you have a report, a pre-purchase inspection or a note from another tradie that mentions asbestos, send it to us at the quoting stage, before we book. Homes built before 2004 may have asbestos somewhere, so if you’re not sure, say so and we’ll work it out with you.

We don’t handle asbestos. Ever. We don’t cut it, break it, vacuum it or take it away. The one hands-on exception is on a fibre-cement roof: we may unscrew an intact ridge cap by hand, lift it to pump underneath, and screw it back down in the same holes; a cracked or crumbling cap or sheet is never touched. If we find or suspect asbestos we stop, leave the area as it is, and talk to you. Then either you get it dealt with first by a licensed asbestos removalist (we can point you to one), or we quote only the work we can safely do without disturbing it. Nobody on our crew will touch it, and nothing in any quote changes that.

Taking old foil or old batts out of your roof: before anything comes out, our crew leader checks the roof space, the ceiling, the roof, the eaves and whatever is lying on top of the ceiling, and takes photos. If it all looks like ordinary building material and ordinary insulation, the removal goes ahead. If anything looks like it could be asbestos, the crew stop, leave it exactly as it is, take nothing out, and talk to you. There’s nothing to pay us for that visit. From there you arrange and pay for a report from a licensed asbestos assessor covering the roof space and what we’d be taking out, with the lab results attached. We don’t charge anything for this, and we can point you to an assessor. If the report finds no asbestos, we rebook you. If it finds asbestos, we don’t take anything out of that roof: a licensed asbestos removalist deals with it first, and once it’s cleared we’re happy to quote the rest. The assessor’s report, the lab testing and any asbestos removal are arranged and paid for by you and are not part of our quote. If you’d rather not get a report, that’s your call: we leave the removal out and do what we safely can without it, or part friends with nothing to pay. If we spotted something when we quoted, we’ll ask for the report before we book the day rather than waste a trip.

Vacuuming out old loose-fill: if it’s old cellulose (paper-fibre) insulation, we go ahead. If it’s anything else, such as mineral or rock wool or a material we can’t name, or if the ceiling or roof above it is fibre-cement sheet, it has to be lab-tested for asbestos before anyone works over it. You arrange that through a licensed asbestos assessor, who takes the sample (please don’t disturb or sample it yourself), and you send us the lab certificate. If it’s clear, we book you in. If it finds asbestos, we don’t vacuum; you’ll need a licensed asbestos removalist, and we can point you to one.

Stored items: boxes and timber or plasterboard offcuts get moved up into the rafters or onto the tops of the joists, out of the way, and we pump underneath them rather than bury them. If it’s a small job to bring something down, we’ll ask whether you’d like it out. We don’t move material that could contain asbestos: fibre-cement and old lino or vinyl offcuts stay where they are, we pump around them, and we tell you.

If you knew, or reasonably should have known, about asbestos or another hazard in the roof (for example a fibro ceiling in an older home), or had been told about it in a report, by a previous tradesperson or in an inspection, and didn’t tell us, you agree to pay the reasonable direct costs that causes: testing, specialist removal and disposal, cleaning our equipment, and the crew time lost. We’ll show you those costs in writing. We’ll never ask you to cover a loss you couldn’t reasonably have known about, or anything our own crew got wrong.

Nothing in this section takes away any right you have under the Australian Consumer Law that can’t lawfully be excluded, and nothing in it moves a safety duty that the law puts on us.

Roof access is at our option

We’ll get into your roof in the way that’s safest and most economical on the day, either through the roof or via the manhole. If you need us to use a particular access method, that’s fine. But it may cost extra. Where a job is done from inside through the manhole, we may not get onto the outside of the roof at all, so any roof observations are limited to what we can see from inside. And we won’t climb onto a roof in the rain or in unsafe conditions, so a roof observation can be limited or skipped on the day depending on the weather.

You hold your own public liability

We are fully insured for the work we do: we carry public liability and WorkCover for our own people and our own work. As the homeowner or occupier, you remain responsible for your own public liability while we are on site, the same as you would be for any visitor or tradesperson at your property. We strongly recommend you keep your own home and public liability cover current.

Nobody uses our ladder or our equipment

This one matters, so we say it more than once: please do not climb our ladder, use our blowing machine, or touch any of our equipment. Our gear is for our trained installers only. It’s heavy, it’s set up a particular way, and roofs are dangerous. For your own safety, and so everyone goes home in one piece, no customer, family member, neighbour or anyone else is to use our ladder or any of our equipment at any time. If you need to get into the roof for any reason, use your own safe access, not ours.

Access: sarking may be cut

To do a proper job we sometimes need to get into parts of the roof that are sealed off. Where that’s the case, sarking (the foil or membrane under the roof) may need to be cut to give us access so we can fill the space correctly. This is a normal part of installing insulation in some roofs. By accepting the quote you agree that we may cut sarking where it’s necessary for access, and that doing so is not damage we’re liable for.

Retention of title until paid

The insulation remains our property until you’ve paid for the job in full. Payment is due as set out on your quote or invoice. If an invoice isn’t paid, we reserve the right to recover the debt and, if it comes to it, to remove the insulation we supplied and installed. We’d much rather it never got to that. But title in the materials stays with us until the bill is settled.

Photos and videos on this site are ours

Every job photo and customer video on this website is our own work — taken on our jobs, of our installs, by us or with the customer’s permission. They are copyright © Cellulose Products Australia Pty Ltd(trading as Comfort Zone Insulation Team), all rights reserved. You’re welcome to share a link to a page. You may notcopy, download, reproduce or reuse our images or videos — on another website, ad, quote or social post — without our written permission. If you’d like to license an image or use our footage, just ask us.

Our guarantee, and the manufacturer’s warranty

Our own workmanship and the cellulose we make are backed by the written guarantee we issue with your job. See our guarantee page for what that covers. Any product we install but don’t make ourselves, for example batts or other materials from another supplier, carries that manufacturer’s own warranty, and any claim on those products sits with the manufacturer, not with us. We’ll always help you make a claim where we can. Nothing in these terms takes away any rights you have under the Australian Consumer Law that can’t be excluded.

The $1,000 Rodent Reward

We back our Comfort Zone® cellulose with a $1,000 Rodent Reward. To be clear about what this covers and what it doesn’t:

• This is not a rodent-free roof guarantee.You may still have rodents elsewhere in your roof — in the foil, roof timbers, eave liners, or fibreglass batts. Rodents exist in roofs. What we’re backing is that they won’t build nests substantially inside, or substantially from, our borate-treated cellulose.
• What qualifies. A qualifying nest means rodents are living or breeding in a den that is substantially inside, or substantially made out of, our Comfort Zone cellulose. A nest built mostly from other materials that contains a few crumbs or specks of our insulation does not qualify.
• Inspection is arranged by us. If you report a potential claim, we arrange the inspection and choose the assessor. The installing business has no financial stake in the outcome (head office carries the reward). If there is a genuine dispute about whether a nest qualifies, we arrange an independent licensed pest controller to make the determination.
• The reward is paid to the home owner (not whoever found or reported it) — one reward per property, ever. It covers our loose-fill cellulose only, not polyester batts or other products. The warranty is transferable to the next owner.
• Staged or falsified claims are void. We may change or withdraw the offer for future installs; the terms in force on your install date apply to your job. See the full Rodent Reward terms for complete details.

Where the law lets us limit liability

Your rights under the Australian Consumer Law come first: nothing in these terms excludes, restricts or changes any consumer guarantee or other right you have that can’t lawfully be excluded. Where the law does allow us to limit our liability, our total liability arising from a job is limited to the price you paid for that job, and we’re not liable for indirect or consequential loss (such as loss of profit or business interruption). None of this limits your non-excludable ACL rights, or our liability for death, personal injury or fraud.

Things beyond our control

We’re not liable for delays or problems caused by things outside our reasonable control: extreme weather, a supply failure, and the like. If it’s dangerous, too windy or too hot to work safely on your roof, we’ll reschedule rather than rush it.

Your online quote and customer portal

When you use your online quote or customer portal, our system keeps a record of your activity there — for example when you sign in, when you open your quote, and how you use it. We use it to follow up on your quote, look after your job, and improve our quotes, service and marketing. It stays within our business: we don’t sell it or share it with advertisers. Our privacy policy has more.

Governing law, and our app terms

These terms are governed by the laws of Queensland. They’re the customer terms for our work; if you use our website or online quoting tool, our website and app terms of use also apply, and we keep the two in sync.

Severability

If any part of these terms turns out to be unenforceable, that part can be removed and the rest of the terms still apply. One clause not holding up doesn’t throw out the whole agreement.

A word from Peter

I am of good intention, and I am sure these terms will not bother any of my customers who is also of good intention. We treat your home the way we’d want ours treated, and if anything’s ever not right, the first thing to do is pick up the phone and talk to us, and we’ll make it right.

Questions

Anything here you’d like explained before you go ahead? Email admin@insulation.team or call 0414 586 315. You can also read our privacy policy, or get a quote started.

The version on your signed quote or guarantee certificate is the one that applies to your job.