TCP Terms and Conditions of Members

The Emerald Plus membership is designed for individuals or property managers who oversee multiple properties. This tier includes:

• Coverage for up to three residential properties under one membership.
• One call-out during standard business hours every 45 days, usable across any of the three properties.
• Access to the same benefits as the Platinum Membership, including:
  • Priority access to TCP’s trusted trade network.
  • General maintenance and minor emergency response coordination.
  • TCP oversight and coordination of works.
  • Access to member-only rates for additional services beyond the included allocation.

Conditions:

• The included call-out applies collectively across all three properties (not one per property).
• Properties must be under the same ownership or management entity to be eligible for bundling under Emerald Plus.
• Callouts do not roll over
• Business hours apply
• Additional call-outs are charged at member rates.
• Work hours are defined as Monday to Friday, 8:30 AM – 5:00 PM, excluding public holidays.
• Call-outs do not roll over if unused within the 45-day period.

Note: Service calls under all tiers are for reasonable maintenance issues. Excessive or unreasonable requests may be reviewed and limited at TCP’s discretion.

3. Call-Out Conditions

• Call-outs include travel and assessment of the issue. Repairs and materials may incur additional charges unless otherwise specified. additional charges, regardless of tier. labour
• Emergency or after-hours call-outs are not included in standard memberships and may attract
• Service availability is subject to technician capacity, location, and scheduling constraints. We will make all reasonable efforts to meet specified priority timeframes but do not guarantee service within those windows.
• Members must ensure safe, lawful access to the property at the scheduled time. TCP and their trusted trades reserve the right to refuse service if a site is deemed unsafe at time of arrival. A “standard call-out” includes travel to site and up to 30 minutes of initial assessment and/or minor labour.

4. Payments & Renewal

• Membership fees are payable one (1) month in advance and are billed monthly using the payment method nominated by the member at the time of registration.
• Payment must be made in full to maintain active membership status and access to benefits.
• Failed or missed payments may result in the suspension or termination of membership benefits without notice.
• Memberships are automatically renewed monthly unless cancelled in accordance with Clause 5.
• Prices are inclusive of GST unless otherwise stated.

4.1 Australian Consumer Law

• Nothing in these Terms limits any rights you may have under the Australian Consumer Law (ACL). Where we are permitted to limit liability under the ACL, we do so only to the extent permitted by law.

4.2 Cooling-Off Period (Residential Consumers Only)

• If you are a residential consumer joining TCP online, you are entitled to a 5-business day cooling-off period from the date of purchase. If you cancel during this period, you will receive a full refund provided no callout or service has been used within this period

4.3 Automatic Renewal Disclosure

• All TCP memberships continue on an ongoing month-to-month subscription basis until cancelled in accordance with Clause 5. By joining TCP you authorise TCP to automatically debit the membership fee using your nominated payment method each month.

4.4 Price Changes

• TCP may vary membership pricing from time to time. Members will be provided with at least 14 days written notice. Continued use after that date constitutes acceptance.

5. Cancellation & Refunds

• Members may cancel their membership at any time by providing written notice (email is acceptable) to TCP.
• Cancellations must be received at least 7 days before the next billing cycle to avoid being charged for the subsequent month.
• If a service call-out has been used during the current billing cycle, cancellation will take effect at the end of the current period.
• No partial-month refunds or credits will be issued for unused benefits.
• TCP reserves the right to terminate a membership immediately if:
  • The Member is found to have misused or abused membership benefits.
  • Unsafe or unlawful conditions are present on the property.
  • Payments are repeatedly missed.

6. Liability & Exclusions

• Membership covers only services explicitly listed. Additional work (e.g., renovations, major installations, work not considered covered under TCP) may be quoted separately.
• TCP is not responsible for:
  • Pre-existing faults or damage.
  • Issues caused by third-party contractors or unauthorised repairs.
  • Any consequential loss or damage arising from delays, unavailability of parts, or external factors beyond our control.
• All services are performed in accordance with industry best practices and applicable laws.
• TCP reserves the right to determine the scope of work required and to refer specialised services to third-party providers if needed.
• TCP acts as a facilitator by connecting members with vetted, independent tradespeople and service providers (“Trusted Trades”). While TCP undertakes reasonable efforts to verify the qualifications, insurances, and compliance of these providers, all services are delivered directly by the Trusted Trade.
• TCP is not responsible for, and shall not be held liable for, any acts, omissions, misrepresentations, errors, negligence, misconduct, loss, damage, or poor workmanship caused by any Trusted Trade.
• Any advice, quotes, recommendations, or works carried out by a Trusted Trade are the sole responsibility of that provider. TCP does not guarantee outcomes, and members are encouraged to conduct their own due diligence before proceeding with any services offered.
• TCP shall not be liable for any indirect, incidental, special, or consequential damages or loss, including but not limited to property damage, business interruption, or reputational harm
  resulting from the actions or advice of any Trusted Trade.
• Force Majeure TCP shall not be held liable for delays, failures, or disruptions in service due to causes beyond its reasonable control, including but not limited to acts of God, extreme weather, pandemics,
  labour disputes, supplier failure, or telecommunications issues.

7. Fair Use Policy

• Unlimited call-outs under the Emerald Membership are subject to a reasonable use policy. Excessive, repetitive, or unjustified requests may result in a review or suspension of benefits.
• TCP may contact you to discuss alternative solutions if usage exceeds normal residential expectations.

8. Privacy and Communication

• TCP collects and uses personal information in accordance with our Privacy Policy.
• By signing up for a membership, you consent to receive communications relating to your account, including service updates, renewal notices, and offers.

9. Governing Law

These Terms are governed by the laws of the State of South Australia, and both parties submit to the nonexclusive jurisdiction of its courts.

10. Dispute Resolution Process

While TCP may assist in facilitating communication between a member and a Trusted Trade regarding any concerns or disputes, TCP is not responsible for resolving such disputes and shall not be held liable for the outcome.

11. Amendments to Terms

TCP reserves the right to update these terms at any time. This will be reflected in the terms and conditions on our website. You must comply at all times with the current terms and conditions published on the website. Continued membership constitutes acceptance to these Terms and Conditions. If any part of the terms and conditions is void or uninforceable, that part is taken to be removed from the terms and conditions, and the remaining terms and conditions continue to have full effect.

12. Intellectual Property

All intellectual property relating to TCP, including but not limited to all branding, trademarks, logos, graphics, website content, documents, training materials, processes, systems, data, templates, and any other material provided to Members, remains the exclusive property of TCP (Trade Care Partners Pty Ltd).

Membership does not grant you any ownership, licence, assignment, permission to reproduce, re-sell, distribute, modify, reverse engineer, copy, or commercially exploit any TCP intellectual property in any form, unless expressly authorised in writing by TCP.

You agree that any information, data, processes or materials accessed through your membership are for your personal business use only and must not be shared with any third party without TCP’s written consent. Any unauthorised use may result in termination of membership and TCP reserves the right to pursue compensation or legal action for any damage, misuse or loss caused.

13. Contact Us

If you detect and illegal conduct in relation to TCP, the use of the website or have any concerns or questions regarding these Terms and conditions including your membership, please contact:

Trade Care Partners Pty Ltd
Email: admin@tcpaustralia.au
Phone: 1300 GO2 TCP , 1300 462 827

By subscribing to any TCP membership plan, you acknowledge that you have read, understood, and agree to these Terms and Conditions