Customer Service Guarantee

What is the Ensuites On Tow Service Guarantee?

What is the Ensuites On Tow Service Guarantee?

Ensuites On Tow has an absolute commitment to high quality customer service. We know you will not be disappointed with our products and to ensure you always experience the best possible service, we offer you (our Customer) this Service Guarantee:

  • If we arrive late without notifying you prior, you will not pay a service fee.
  • If we deliver a bathroom that is not totally clean and ready for use, you will not pay a service fee.
  • If we do not set up the bathroom(s) in a safe and fully useable manner, you will not pay a service fee.
  • If we do not collect the bathroom at the agreed time without notifying you prior, you will not pay a service fee.
Put simply, if we do not deliver on our commitment to providing our customers with the highest quality of service, then they do not have to pay for that service… Guaranteed!

Who does our Service Guarantee apply to?

Our Service Guarantee applies to all customers and relates to the provision of our professional “Service” fees (Delivery, Collection and Pre-Hire Cleaning) in conjunction with quality of our products and services.

When does our Service Guarantee apply?

Our Service Guarantee applies to:

  • The Delivery Service of our Luxury Portable Bathrooms at the beginning of a Hire Period
  • All Collection Services of the Luxury Portable Bathrooms upon completion of the Hire Period
  • The cleanliness of our Luxury Portable Bathrooms at the time of Delivery
  • The Set-up of our Luxury Portable Bathrooms at the time of delivery and dismantling (Set-down) of our Luxury Portable Bathrooms at the time of collection.
  • All promoted features of our Luxury Portable Bathroom being provided in working order at the time of delivery/set-up.

When does the Guarantee not apply?

  • Our Service Guarantee does not apply to any daily, weekend, weekly or monthly HIRE fees relating to the hire and use of any of the Ensuites On Tow products or equipment.
  • Our Service Guarantee does not apply to “Other” service providers which may from time to time be engaged by Ensuites On Tow or engaged directly by the customer to provide products or services that may compliment the Ensuites On Tow services or products.
  • Our Service Guarantee will not apply where it is evident that a customer may simply be trying to avoid paying any relevant service fees and it is considered that Ensuites On Tow have fulfilled their duties in relation to providing a high quality of service.
  • Our Service Guarantee will not apply where any Ensuites On Tow Franchisee or representative has taken all reasonable steps to make contact with a customer (in relation to the delivery or collection of a bathroom(s)) and has been unsuccessful in making actual contact with the customer (i.e. A voice message has been left, an email has been sent, or any form of communication has been established with a customer, an agent and/or representative of the customer within a reasonable time frame) notifying any delays or problems with the services offered.
  • Our Service Guarantee does not apply to any future services that may be provided by Ensuites On Tow relating to a different Hire Agreement or arrangement between the customer and a Franchisee.
  • Our Service Guarantee does not apply to call outs (On-site visits made by Ensuites On Tow) relating to the improper use of our bathrooms or where damage or faults have occurred due to customer or user negligence.
  • Our Service Guarantee will not apply where a customer has not co-operated or is or has denied access to his/her/their premises and this has contributed to a delay in our delivery or collection service.

How to make a Customer Service Guarantee claim?

Where a customer has a clear claim on our Service Guarantee it is provided on the form of “No Charge” for the usual service fees and any additional fees related to the specific service. Ensuites On Tow will simply waive any relevant service fees and this will be highlighted on the Hire Agreement. If you believe we have not delivered our services as promoted (and outlined in this document) please contact the Ensuites On Tow Franchisee directly to discuss your concerns. It is more likely that our operators will know they have not delivered to our high standards and will no doubt talk to you about this anyway! Where a customer has pre-paid any such service fees, the Ensuites On Tow Franchisee will refund all relevant Service Fees either by:

  • A Credit transaction to the Customers Credit Card (if this was the form of original payment).
  • Refund in the form of Cash directly to the Customer (if this was the form of original payment).
  • Refund back to the Customer’s Bank or Credit Union Account (account details may need to be provided to Ensuites On Tow) (if this was the form of original payment).
  • A credit to an internal account where any such account may be offered and approved by Ensuites On Tow (if this was the form of original payment).
  • A cheque sent to the customer for the amount of the service fee originally charged. Service Fee refunds (where applicable) will take place within 10 business days of the claim being made. Ensuites On Tow will not be responsible for any additional delays caused by third parties involved in the refund process (i.e. banks, credit unions, postage etc.)
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