Terms and Conditions for AA Home
These Terms and Conditions are for AA Home Response, AA Home Response Plus, AA Home Response Join at Incident and AA Home Book a Job.
Throughout these Terms and Conditions, there are words in bold. These are words that we want to bring to your attention, or words that have a specific meaning and are explained in the ‘Definitions’ section at the end of this document. In addition to this, the words ‘we, 'us 'or ‘our’ mean AA Home Limited. The words ‘you’ or ‘your’ mean the subscriber and/ or customer.
We encourage you to review these terms and conditions on a regular basis, as they may be updated from time to time. View AA Home Privacy Policy here.
20% off AA Home Response and AA Home Response Plus promotion
The 20% off AA Home Response and AA Home Response Plus promotion starts at 9am on 2 December 2024 and ends at 11.59pm on 9 February 2025 (Promotion Period). The 20% discount is valid for the joining fees of the AA Home Response and AA Home Response Plus annual subscriptions only, and in addition to the standard offers applicable to AA Insurance Limited Home and Landlord policyholders, AA Members, and other AA Insurance Limited eligible policyholders, but otherwise cannot be used in conjunction with any other offer. Discount is not applicable to AA Home Response join at incident fee. For new customers, or any existing customers renewing or upgrading, during the Promotion Period, the 20% discount will be automatically applied to the applicable annual subscription rate. Existing customers, whose renewal date falls outside of the Promotion Period, will not be eligible for this promotion. This offer cannot be exchanged in part or full for cash. Standard AA Home Terms and Conditions of service apply, including (but not limited to) the subscription applying for one nominated property, and in select areas. This promotion is run by AA Home Limited and any queries should be directed to homeassistance@aahome.co.nz.
AA Home Response
If you hold an AA Home Response subscription, we aim for a service provider to be available 24 hours per day, 365 days per year who can provide emergency service to your nominated property. When making a callout, the callout fee must be paid before a service provider is dispatched. The subscriber or their nominated person must be onsite, and will be taken through a 3-point security check during the triage section.
Your subscription also entitles you to subscriber rates for our Book a Job service.
Your right to obtain service is valid for the term of your subscription period. When your subscription is due to renew, we will send you a notice informing you of this.
AA Home Response Plus
If you hold an AA Home Response Plus subscription, we aim for a service provider to be available 24 hours per day, 365 days per year who can provide emergency service to your nominated property. You can utilise this 72 hrs post purchase excluding pre-existing emergency household incidents covered by AA Home Response subscriptions. You have access to six (6) free callouts and associated service periods for emergency service per subscription period. If you use all of your free callouts, you still have access to unlimited callouts by paying the callout fee.
Your subscription also entitles you to subscriber rates for our Book a Job service.
Your right to obtain service is valid for the term of your subscription period. When you are due to renew your subscription, we will send you a notice informing you of this as well as confirming when your free callouts are due to expire.
AA Home Response Join at Incident
If you join AA Home Response Join at Incident, we aim to give you immediate access to a service provider 24 hours per day, 365 days per year who can provide emergency service to your nominated property. You will have access to six (6) free callouts and associated service periods for emergency service per subscription period. If you use all of your six (6) free callouts, you will still have access to unlimited callouts by paying the callout fee.
Your subscription also entitles you to subscriber rates for our Book a Job service.
Your right to obtain service is valid for the term of your 12 Month subscription period. When your subscription is due to renew, we will send you a notice informing you of this.
The nominated property
You may nominate one (1) property per subscription. The nominated property must be the residential building, including residential flat or tenanted property, which is owned by you, used for residential purposes and located within the residential boundaries at the covered address. It must be located within the service area, accessible by a formed public road, and must be a residential address which is not used in any capacity for:
- commercial, retail, office, industrial or professional purposes; or
- commercial farming or agricultural purposes.
The nominated property must not be a portable, temporary, or non-fixed dwelling, building, or structure such as a caravan, trailer, campervan, recreational vehicle or otherwise.
Authorisation
By signing up to AA Home Response, AA Home Response Plus, AA Home Response Join at Incident or AA Home Book a Job you:
- authorise AA Home to accept callout and service requests with respect to the nominated property from any nominated persons at the nominated property at the time when service is required.
- accept, to the maximum extent permitted by law, any risk associated with this authorisation; and
- authorise AA Home to share your personal information with the nominated person and our third-party service provider to provide you with the service.
- agree to be bound by these Terms and Conditions and our Privacy Policy.
Service
Emergency Service
Emergency service is available for a home emergency at the nominated property only and is not available for any equipment reasonably considered to be the responsibility of a utility provider. By making a callout, you are authorising AA Home to dispatch a service provider for the service period.
The decision to complete emergency service as a full repair, make safe, assess, and advise, re-attend, full repair with parts is at the sole discretion of the service provider attending, as is the repair method. Any repair methodology will be determined during the service period and customers kept informed. In the event the service provider is unable to locate, determine or access the source of a problem, the ability to repair or implement make safe procedures will be limited to what is reasonably practicable in the circumstances.
Availability
Weaim to provide emergency service 24hrs 7 days a week 365 year. In an instance where our vetted service provider is unavailable we will inform you of the circumstance and give you the option for us to search for an external provider. For this search to take place we will need your verbal agreement that we take no responsibility or liability for the experience, or the outcome of this service. Alternatively, you will be given the option to wait until one of our vetted service providers are available to attend the callout. Please note we will not be able to provide you with a timeline.
Scheduled emergency service
For emergencies we also offer our customers, the option of requesting a scheduled callout time during business hours. The earliest the customer can request a scheduled service is for 12pm the following business day. Please note that scheduled callouts can only be dispatched to trades during business hours. If we are unable to meet the requested time our service provider will be in touch to organise another suitable time.
Additional Work
Should emergency service and Book a Job service require additional work which will exceed the service period of up to 1 hour onsite, the service provider will advise you of this. For smaller jobs, they will provide you an onsite quote and if happy to proceed will connect you with an AA Home person who will take a payment for the work to proceed. For larger jobs, AA Home can provide you with a quote for additional work from the service provider you can choose to proceed or not.
Book a Job service
Where a nominated property is within the Book a Job service area, our Book a Job service is available for work that is not an emergency service or additional work. Book a Job service includes maintenance repair, installation, and home inspection services that a service provider has the expertise and capacity to undertake during business hours only. When the service provider attends your property for a site visit and a quote is needed you will be charged for the callout fee.
You may request Book a Job service via our online booking system. On arrival, the service provider will indicate any changes to the time or costs of the callout, and if accepted by you, carry out the Book a Job service, on completion of the job, you will receive a secure payment link via text message which must be paid while the service provider is on sitevia credit card or debit card. Note that the provision of Book a Job service is at the sole discretion of the service provider. If the service provider is not available, we will contact you to reschedule at a convenient agreed time.
There are times when a service provider requires extra labour or materials to complete the job. Where extra costs are added, you will be notified by the service provider prior to them being incurred.
Payment for agreed variations, may not always be able to be done onsite. In such cases, payment will be in two parts. First you will be sent a secure payment link with the original estimated cost for the callout to pay whilst the service provider is onsite. Second, when the exact cost is known, you will be sent an additional secured payment link with the extra cost, or in some cases you may be sent an invoice, to pay this you can call AA Home 09 927 2659 and make payment over the phone via credit card or direct debit.
You or your nominated person must be present at the nominated property during the service period. In the instances where a nominated person is present, proof of identity will be required prior to the home being unlocked. This can be in the form of a current NZ drivers’ licence, passport, or 18+ card.
In the event you request cancellation of service within 24 hours, the callout fee or free callout will not be refunded to you.
If you have a complaint of any nature, please report this to AA Home Contact centre by calling 0800 224 663 within seven (7) days following service. Supporting material and evidence will be required.
AA Members, AA Insurance policy holders, and AA Home Response and AA Home Response Plus subscribers receive a 10% discount for the initial estimated callout price by entering their Membership, Subscription or Policy number. Please note there is no discount on any additional costs added and approved onsite, for example extra labour and any materials.
Make safe procedures
Where the service provider determines a make safe is required for emergency service, the callout fee includes the cost up to the amount of $15 (non-refundable) for minor parts and minor materials required during the service period.
The cost of any parts or materials used for work outside the service period or which are more than minor parts and materials will be invoiced to you directly under the additional works process. If the Service provider attends site and has to return for a quote you are required to pay for the callout fee charges.
Reusable materials provided in make safe procedures remain the property of and are returnable to the service provider once the repair is complete but no later than 30 days following service. These reusable materials must not be removed from the nominated property, wilfully damaged, sold, loaned, or used for any purpose other than that for which they were provided. Should any loss or damage to reusable materials occur, you may be held liable for this.
Availability
We aim to provide emergency service 24 hours per day, 7 days per week including public holidays. We aim to attend your property within one (1) hour from the time AA Home staff dispatch your job to a service provider, this timeframe may vary dependant on external factors out of our control such as the location of the nominated property and current demand for service. We will discuss this with you at the time of your callout. Should the ETA change, one of our AA Home staff will be in touch to keep you informed.
If you prefer, you may request a scheduled service during business hours. If our service providers are not able to meet the request, they will contact you for a suitable time. On the day should there be any changes to a callout time, our AA Home staff will contact you with a new ETA.
Product changes
From time to time, AA Home may be required to make changes to the Terms and Conditions of AA Home Response and AA Home Response Plus due to changes in legislation, or other environmental or commercial reasons. Should a change in the terms of your subscription be required, you will be notified of this 10 days prior to the change occurring.
If you consider that any change in your subscription will have a material and detrimental effect on the services supplied, you may request that your subscription be cancelled. If agreed, the unused portion of your subscription will be refunded. The maximum liability of AA Home to you in respect to any product changes will be the refund of the unused portion of the subscription fee.
Fees and payment
For AA Home Response and AA Home Response Plus subscribers, the subscription fee is payable at the time of subscription, and every time you renew your subscription thereafter. Any applicable callout fees are payable at the time of the callout. Pricing, including but not limited to callout fees and subscription fees, may be adjusted from time to time. View current pricing here.
In the event of an outstanding fee on your AA Home account, a service provider will not be dispatched to the nominated property until full payment of the outstanding fee, including any applicable surcharges, is received.
Upon booking a Book a Job service or additional work, you will be provided with an estimated price to complete the job based on information you provided and the service provider’s experience delivering these services. This will be the minimum charge you can expect, but extra charges won’t be incurred without your approval first.
AA Home Book a Job
If required, the service provider attending to complete your Book a Job service or additional work will conduct an assessment and will either confirm that the job can be completed for the price estimate provided or advise you of any additional costs required to complete the job.
Either before commencing or during the schedule service or additional work, you will be required to sign off acceptance of the final price, this signs off constitutes agreeance that you will make payment in full upon completion of the job.
On completion of the Book a Job service, you will be sent a link to a payment gateway where you will be expected to pay the final price by a valid Credit Card (VISA / Mastercard) or Debit Card. Additional fees incurred for extra work will be invoiced separately.
Your invoice will reflect the total cost, inclusive of labour, parts, and applicable GST as per industry norms. Please be advised that we are unable to furnish an itemised breakdown of costs.
For home inspection services, payment options and your invoice will be sent in the booking confirmation email. Payment must be received before you are able to view your report. The email will also contain a link to view and sign your Terms and Conditions online.
On completion of the quoted / additional works, payments can be made by Credit Card, Debit Card, or direct credit into our bank account. All required details would be on your quotation. Payment is required within seven days of any invoice issued. If you dispute the charges under any invoice, you must notify AA Home of this within seven days. After this time, payment will fall due and overdue fees will apply. In accordance with industry practice, a further breakdown of the provided invoice will not be given (e.g. individual material costs and allocated hours) after costs have been accepted verbally or in writing by you.
However, subject to the liability section, if for any reason you are not satisfied with the work completed by the service provider, without limiting any rights you may have at law including under the Consumer Guarantees Act 1993, please advise us of the issue as soon as you can. In these cases, AA Home must be given the opportunity to inspect the nominated property and work completed within a timeframe which is agreed between you and AA Home. A reasonable solution will then be decided between AA Home, yourself, and the service provider.
Outstanding fees that are overdue for payment will incur interest at a rate of 3.5% on top of the current Official Cash Rate per month and you will be responsible for paying any collection costs incurred by AA Home in recovering any overdue amount from you. AA Home reserves the right to engage a debt collection agency to recover any overdue amount that is longer than 60 days from callout including the 3.5% interest rate.
Service Cancellation
AA Home Response
In the event you request cancellation of emergency service, the callout fee will not be refunded to you.
AA Home may cancel your subscription immediately and without penalty if you have breached any of these Terms and Conditions.
AA Home Response Plus
In the event you request cancellation of emergency service, free callout will be taken out of your AA Home Response Plus entitlement.
You can cancel or amend a booking for service free of charge, up to 24 hours before the service is scheduled to begin. If you cancel a service within 24 hours before the service is scheduled to begin, you will pay a callout fee.
AA Home may cancel your subscription immediately and without penalty if you have breached any of these Terms and Conditions.
AA Home Book a Job
You can cancel or amend a booking for service free of charge, up to 24 hours before the service is scheduled to begin. If you cancel a service within 24 hours before the service is scheduled to begin, you will pay an estimated callout fee.
If you do not agree to the price quoted for additional work or a Book a Job service, this will constitute a cancellation.
Transfer, cancellation and refunds for AA Home Response and Response Plus subscriptions
We provide you with a 21-day period from the date of purchasing your subscription to cancel. Should you choose to cancel within this period, we will provide you with a refund of any subscription fee paid provided no callouts or requests for service have been made for the nominated property.
You may upgrade your subscription from AA Home Response to AA Home Response Plus at any time. The remaining subscription fee will be calculated using the remaining months of your current subscription. This will be applied as credit to your AA Home Response Plus subscription. You must pay any difference in subscription fees at the time of subscription to AA Home Response Plus.
Your subscription cannot be transferred or assigned to any other person, however, should you sell your nominated property your subscription may be transferred to a replacement property you have purchased provided that it is within the service area. You are able to transfer subscription to a new property not more than once per year.
Subscription fees the unused portion of the subscription fee will be refunded prior to the end of the subscription period in the following circumstances:
- You provide evidence the nominated property has been sold, and another property is not purchased within the service area, or
- The nominated property is destroyed as a result of a major disaster, or
- The death of the subscriber should the next of kin of the deceased not wish to continue the subscription.
Other than as required by law, subscription fees will not be refunded in any other circumstances, except at AA Home’s sole discretion.
You may cancel your subscription at any time by notifying AA Home by phone, mail, or at any AA Centre.
In the event you request cancellation of emergency service, the callout fee or free callout will not be refunded to you.
If you do not agree to the price quoted for additional work or a Book a Job service, this will constitute a cancellation.
AA Home may cancel your subscription immediately and without penalty if you have breached any of these Terms and Conditions.
Environmental and occupational health and safety
Service will not be provided or may be limited where, in the opinion of the service provider attending, there is a risk to the life, health, safety or property of any person, or where there is a risk of causing significant damage to the environment. Such risks may include, but are not limited to, the requirement for scaffolding due to the height of a building or issues caused by weather.
Your responsibilities
It is your responsibility to maintain your home in good order; otherwise, the service provider may be unable to assist. AA Home reserves the right to limit or refuse to provide service where, in the opinion of AA Home, any of the following responsibilities are not adhered to:
- Upon request for service, you must advise of the presence of dogs or any other known hazards.
- You must act in a reasonable manner towards AA Home and the service provider. You or any other person at the nominated property must not act or behave in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous.
- Your use of service must not be excessive or unreasonable. Such circumstances where service may be deemed to be excessive include, but are not limited to, multiple callouts within a given month for the same home emergency due to permanent repairs not being attended to.
Service exclusions
Service for AA Home Response and AA Home Response Plus will be unavailable for a period of 72 hours after the purchase or transfer of your subscription, unless you have also purchased Join at Incident.
Service is not available where the nominated property cannot be readily accessed by a service provider's vehicle.
Emergency service is not available for or in response to any of the following:
- Any events which are not home emergencies. Please view AA Home coverage via the website
- Major structural damage
- Area wide disruption to essential services such as power or water
- Disruption to essential services as the result of disconnection by the relevant authority or utility provider
- A major disaster
- Requests for general or preventative maintenance work, which include, but are not limited to, installing or changing light bulbs, installing electrical switches, installing taps or plumbing fixtures due for replacement.
- Buildings with Asbestos
Emergency service excludes all of the following repairs:
- Breakdown, loss or damage to portable appliances, Sani flow toilets, and other mechanical equipment including, but not limited to fridge, freezers, ovens, and computers.
- Damaged landscaping, fences, gates, or awnings
- Failure of alarms, home security systems and CCTV
- Damaged swimming pools including parts, components, pumps, motors and plumbing or filtration systems.
- Damaged solar power systems or components
- Damaged internal doors, shower or fly screens, or garage doors.
- Damaged garden appliances, sprinkler, or watering systems
- Blocked or damaged pipes caused by tree root damage.
- Repairs which require the destruction or demolition of property, including but not limited to, walls, floors, and ceilings.
- Broken glass windows
- Roofing jobs that require a roofer
- Any job that requires a service provider not listed in our offering.
Emergency service excludes all of the following parts and materials:
- Windows, doors, glass, tiles, carpets, fly screens and any other fittings, fixtures, or ornamentation.
- Fixed plumbing apparatus such as baths, sinks, taps or cisterns.
- Roofing materials, roof gutters, curbing or drainpipes.
- Galvanised pipes
- Gas cylinders or water tanks
- Power generators or motorised units
- Light fittings, switch boards and circuit breakers
- Door or window locks, handles, windows, remote controls, keys, or key barrels
- Any other parts or components not readily available during the service period
Emergency service excludes any repair requiring specialist brand knowledge, equipment, and/or components.
Emergency service does not extend to the removal of broken appliances, fallen trees or branches, and other general debris from the nominated property.
Liability
Without limiting any rights you may have at law which may not be excluded, including under the Consumer Guarantees Act 1993, AA Home may accept liability for damage to the nominated property directly caused by service. In these cases, AA Home must be given the opportunity to inspect the nominated property within a timeframe which is agreed between you and AA Home, and before further repairs are carried out. To the maximum extent permitted by law, liability will only be accepted should it be found that the damage was directly caused by the negligence of the service provider.
Given the nature of the services, to the maximum extent permitted by law, AA Home does not represent that the nominated property (or part thereof) to which it provides service will be, or will remain for any period of time, in working order.
AA Home accepts no liability for providing service which would void a warranty, cause you to breach a contractual obligation, or prejudice or adversely affect an existing or subsequent insurance claim or legal action. It is your responsibility to advise the service provider not to repair an item where doing so may affect you in this manner.
To the maximum extent permitted by law, AA Home will not be liable or in default for any failure or delay in providing service, either in whole or in part, where failure or delay arises directly or indirectly out of causes beyond the reasonable control of AA Home. This includes, but is not limited to, a major disaster; adverse weather conditions; unavailability of materials, parts, qualified personnel, equipment, fuel or the like; failures in telecommunications, satellite and global positioning systems; and otherwise, where service is not reasonably available.
To the maximum extent permitted by law, AA Home will not be liable for any type of consequential loss as a result of service.
Despite anything to the contrary contained or implied in these terms and conditions, these terms and conditions do not exclude, restrict, or modify the application of any statutory provision where to do so would contravene any applicable law or cause any part of these terms and conditions to be void.
Privacy Disclaimer
AA Home is committed to protecting your privacy and acting in accordance with the Privacy Act. You should read the Privacy Policy here. We encourage you to review our Privacy Policy on a regular basis, as it may be updated from time to time.
Governing Law
These Terms and Conditions are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction over any legal proceedings about them.
Definitions
Additional work
Work connected to emergency service already completed which exceeds the service period or is otherwise outside the ambit of the emergency service.
Book a Job service
Work other than emergency service or additional work available in a Book a Job service area that a service provider has expertise and capacity to undertake and which can be booked through here.
Book a Job service area
The areas available for Book a Job service as listed AA Home Book a Job | AA New Zealand
Business day
A day which is not a Saturday, Sunday, or public holiday in New Zealand.
Business hours
Between 0800 and 1630 on a business day.
Callout or callouts
When the subscriber calls AA Home to arrange emergency service at the nominated property.
Callout fee or callout fees for emergency services
The amount required to be paid for each callout (except where you are an AA Home Response Plus subscriber with free callouts). A service provider will not be dispatched to the nominated property until this is paid. Full pricing can be found on our website www.aahome.co.nz. Note, where specialised (Example: Drain Camera, or high-pressure waterjet) or more extensive repairs are needed, a subscriber may request the service provider to arrange an obligation free quote. Any further repairs or works required will incur an additional cost.
Consequential loss
Additional expense, cost, liability or loss arising as a consequence of service. This includes any loss of income, loss of value, loss of use, additional costs, and liability.
Emergency service
Work required to be carried out to remedy or make safe the home emergency.
Emergency service area
The areas available for emergency services can be validated here.
ETA
Estimated time of arrival
External provider
A supplier who is not one of AA Home’s usual service providers and has not been vetted by us but has been contacted with your permission to provide the service.
Home emergency
An event for which your AA Home Response or AA Home Response Plus subscription for emergency service will respond, subject to the service exceptions set out in these Terms and Conditions. A full list of these events can be found here.
Major disaster
An area or nationwide event which causes widespread damages or disruption of services. Such events may include, but are not limited to, earthquakes, fire or explosion, flood, or acts of terrorism or war.
Make safe
The work required to carry out a temporary repair to the nominated property in order to reduce risk of further damage occurring and creating, as far as is reasonably practicable, a secure and safe environment until permanent repairs can be carried out. This work does not provide a permanent repair to the damaged area.
Nominated person
A person 18+ who you have advised us has authority to act for youand instruct AA Home and the service provider. You are responsible for the decisions of your nominated person and are liable for paying any fees they incur on your behalf.
Nominated property
The residential address provided for service at the time of subscription.
Outstanding fee
Any amount outstanding on your AA Home account. This may include, but is not limited to, an outstanding subscription fee or an outstanding callout fee.
Personal information refers to any details, including but not limited to name, contact information, date of birth, biometric data, opinions, affiliations, employment, health, financial details, residential status, or any information that can identify an individual, as governed by the principles outlined in the Act."
Reusable materials
Materials which are used for make safe which are returnable to the service provider. You will be advised of these during the service period.
Service
Work being emergency service, additional work or Book a Job service.
Service period
Up to One (1) hour of time. This starts when the service provider arrives at the nominated property.
Service provider
A service provider, agent or contractor engaged by AA Home to provide service on its behalf.
Subscriber
The person entitled to service in respect of a nominated property and in whose name the AA Home subscription is maintained.
Subscription
A subscription to AA Home Response or AA Home Response Plus, which is valid for the subscription period.
Subscription fees
The amount payable to receive AA Home Response or AA Home Response Plus for the subscription period.
Subscription period
The 12-month period covered by the subscription.
Utility provider
The entity which provides utilities to the nominated property and to the general public. These include, but are not limited to, electricity, gas, water, sewage, telephone, and internet.