Yarra Shade's Charter of Service - We value our customers

We listen to you

Yarra Shade Co. take a 3 stage approach to all projects:

1. How do we install this to ensure long term safety? If we can't achieve this, we won't start.

2. How do we get the shade in the right place at the right time of the day? This most important factor is frequently overlooked.

3. How do we meet your aesthetic requirements?

We come to your place to hear and discuss your shade requirements to ensure we deliver the most appropriate shade product for your needs. This is often a 30 minute initial consultation.

We take the time to talk with you about fabrics, colours, post styles, fittings and locations.

Where consider where the shade will fall and what effect it will have.

We respond to your questions in a timely fashion and if need be have our engineers, fabricators and installers help.

We can create a 3D digital image of the completed job so you'll know exactly what to expect, it will show the shade pattern throughout the day.

Every time we come to your home, we consult with you first to arrange a time; no surprises.

Measure and quote

Once you're happy with the concept, we do our measurements for the project and take the details away to develop the most appropriate solution and quote. This takes a few days.

Our quote documentation is issued by mail and will request a deposit and ask you to sign our attached Terms & Conditions.

Quotes are free within the ring road/eastlink. A refundable quoting fee of $100 may apply for outer suburban locations. This does not apply to jobs over $8,000, schools or councils.

Fitting the posts, re-measure and building permit inspections

Our qualified, well trained installers will dig the holes, fit brackets as necessary and erect the posts according to the outlined plan.

If we need to move a post to allow for underground services, that's OK, we'll make the shade sail to suit your requirements, however it is the owner’s responsibility to tell us where the services are and rectify any damage. If you’re not sure, we can supply an underground services check at cost price of $300 + GST.

Once the posts are in, we re-measure to ensure the shade sail will fit perfectly, clean up and leave your home neat and tidy, removing the spoil in a bin.

If your shade sail requires a building permit, we arrange the necessary certification and inspections for you.

Hand-made shade sails, outdoor umbrellas, window awnings and outdoor blinds

The concrete needs time to harden and we use this time to hand-make your sail, umbrella, awning or blind. This may take up to three weeks because we source fabric especially for you. The concrete needs this time anyway and the installers will clean up as much as possible at this stage.

Install and clean up

Next we arrange a time with you to come and install the shade sail, outdoor umbrella, awning or outdoor blind and tidy up completely.

We leave your home or workplace in spick and span with a brand new shaded outdoor entertainment area.

Note: There is no immediate maintenance required to keep your shade product functioning effectively and looking good, but it must be kept tight for the duration of its life.

Billing and Payment

At the completion of your project we will issue an invoice via mail. Our invoices are extremely well detailed and itemised to mirror your initial quote. Any additional costs incurred throughout installation due to access difficulty or tough digging will be detailed in the invoice.

You can pay by Cheque, Master Card, Visa or Electronic Transfer. Credit card payments are entered manually at the office from the details provided on the remittance slip by you and include a 2% bank charge. You will need to make your final payment within 7 days of receiving your invoice.

Insurance

Yarra Shade Co. carries a number of insurances to ensure that your project is secure. Our three varieties of insurance include:

• Domestic Warranty Insurance for residential projects over $12,000
• Structural defects insurance for commercial projects, and
• $20M in public liability

Follow-up to make sure you're delighted

We will contact you personally to ensure you are completely satisfied and encourage you to return our on-line feedback form.

The building surveyor will call again to make a final inspection and issue your permit if required

Exceptions – Things to keep in mind

To ensure we deliver and install your product in a timely manner we are equipped with in-house steel fabrication and three installation teams. We always strive to be resourced appropriately at the time of taking on your project to give customers an efficient turnaround time of approximately 4 weeks for a straight forward installation in winter and 8 weeks in summer.

However, there are instances where unexpected discoveries are made during installation that can cause delays in project completion. These are most likely attributed to installation, access, underground services or digging difficulty. We will keep you informed of any delays throughout your project and provide you with a new anticipated date for completion. Summer is extremely busy and our timeline is generally 6 to 8 weeks for a straight forward installation.

In order to be fair to everyone, we don’t charge for unexpected issues in advance, but notes in the Terms & Conditions refer to additional costs associated with hard digging, underground services, poor access etc and they are charged at cost after the event. We will inform you if any of these issues arise and amend the final invoice as required.