Customer Care, Support & Terms and Conditions

1. About Amaro Electronics

Amaro Electronics Pty Ltd provides integrated security, CCTV, alarm, intercom, access control, networking and related technology solutions throughout Sydney and surrounding areas.

Every installation is professionally designed, installed, configured and supported according to the agreed scope of work and the requirements of the individual property.

Amaro Enterprise Security operates as a commercial and enterprise security division of Amaro Electronics. Quotations, invoicing, warranties, maintenance and technical support remain the responsibility of Amaro Electronics Pty Ltd unless otherwise stated.

2. Quotations & Acceptance

Unless otherwise stated, quotations issued by Amaro Electronics are valid for 30 days from the date of issue.

Customers wishing to proceed should accept the quotation through the online quotation system using the green approval button provided in the secure quotation link.

PDF copies may be provided for reference or record-keeping purposes. Where online approval is available, acceptance should be completed through the online quotation system so that the project can proceed correctly through our automated workflow.

3. Scope of Work

The scope of work is limited to the equipment, labour, programming, installation and services described in the accepted quotation.

Any work, equipment or services not specifically included in the quotation may be treated as additional work and may require a variation or additional charge.

4. Deposits & Booking Confirmation

A deposit or retainer payment may be required before equipment is ordered, materials are allocated or an installation date is confirmed.

Once the required deposit has been received, Amaro Electronics may proceed with:

• Equipment ordering.
• Material allocation.
• Project preparation.
• System pre-configuration.
• Scheduling of technicians.
• Freight or supplier commitments.

Payments made toward a retainer invoice will be applied to the final project invoice or project balance.

5. Equipment Ordering & Special Orders

Some security equipment may be ordered specifically for an individual customer or project.

Special-order, customised, imported, programmed or non-standard equipment may become non-returnable once the order has been placed with the supplier.

Where equipment has already been ordered, shipped, programmed or allocated to a project, the customer may remain responsible for costs already incurred if the project is subsequently cancelled.

6. Cancellations & Refunds

If a customer cancels a project after accepting the quotation, Amaro Electronics will review the costs and commitments already incurred in relation to the project.

Any applicable refund may be reduced by reasonable costs including:

• Equipment already ordered or supplied.
• Special-order or non-returnable products.
• Supplier cancellation charges.
• Freight and delivery charges.
• Restocking fees.
• Programming or preparation already completed.
• Labour already performed.
• Other reasonable project costs already committed.

Where a refundable balance remains after these costs have been deducted, Amaro Electronics will calculate the appropriate refund.

7. Site Access & Customer Responsibilities

The customer is responsible for providing reasonable and safe access to the installation site at the agreed time.

Where required, the customer should ensure access is available to relevant areas including communications rooms, ceilings, electrical locations, gates, doors, network equipment and other areas necessary to complete the work.

Additional charges may apply where work cannot proceed because access is unavailable, site conditions differ materially from those previously advised, or additional work is required to complete the installation safely.

8. Variations & Additional Work

Changes requested after quotation acceptance may be treated as variations.

Examples may include:

• Additional cameras, sensors, readers or devices.
• Additional cabling.
• Changes to equipment locations.
• Additional network configuration.
• Unexpected building or access conditions.
• Additional labour or installation time.

Where practical, Amaro Electronics will advise the customer of additional costs before proceeding with significant variation work.

9. Equipment Availability & Substitution

Quoted equipment is subject to supplier availability.

If a specific product becomes unavailable, discontinued or subject to extended supply delays, Amaro Electronics may recommend an equivalent or suitable alternative.

Any significant change in product specification or pricing will be discussed with the customer before proceeding.

10. Scheduling, Freight & Delays

Installation dates are scheduled based on technician availability, equipment availability, freight, site access and project requirements.

Amaro Electronics will make reasonable efforts to complete work within the agreed timeframe. However, delays caused by suppliers, freight providers, weather, site access, third-party contractors or circumstances outside our reasonable control may affect scheduling.

11. Installation & Commissioning

Installation will be completed according to the accepted scope of work and reasonable industry practice.

Where applicable, systems will be programmed, tested and commissioned before handover.

Customers will be provided with reasonable operational guidance or training for the installed system.

12. Final Invoicing & Payment

Deposits and retainer payments are credited toward the agreed project amount.

The remaining balance will be invoiced in accordance with the accepted quotation, agreed payment schedule or completed scope of work.

Additional approved variations may appear separately on the final invoice.

13. Warranty Coverage

Our warranty program is designed to provide long-term confidence and professional after-sales support.

Nothing in these terms is intended to exclude rights that cannot lawfully be excluded under applicable Australian Consumer Law.

14. Preventative Maintenance

Electronic security systems require regular servicing to maintain performance, reliability and long-term system health.

• Residential Systems — Recommended every 12 months.
• Commercial & Enterprise Systems — Recommended every 6 months.

Routine maintenance may include system testing, battery inspection, firmware review, recording verification, device cleaning, network checks and operational health checks.

15. Technical Support

Customers requiring technical assistance should submit requests through the Amaro Electronics Technical Support Portal or Customer Portal wherever possible.

This allows each request to receive a service reference number and helps our team track, prioritise and resolve support issues efficiently.

16. Customer Portal & Communication Policy

General enquiries may be made by telephone, email or WhatsApp.

However, technical faults, warranty claims, maintenance requests and service bookings should be submitted through the Customer Portal or Technical Support Portal wherever possible.

Requests sent only through WhatsApp or informal messaging may not receive the same level of tracking as requests submitted through the official support system.

17. Customer Responsibilities

• Maintain stable electrical power where required.
• Maintain internet and network connectivity where the system depends on these services.
• Protect installed equipment from accidental or deliberate damage.
• Maintain passwords, credentials and account access securely.
• Arrange preventative maintenance within recommended intervals.
• Report faults promptly.
• Advise Amaro Electronics of significant changes to the property, network or connected equipment that may affect system operation.

18. Internet, Cloud & Third-Party Services

Some security systems rely on internet connectivity, mobile applications, cloud services, third-party servers, monitoring services or telecommunications networks.

Amaro Electronics cannot guarantee the uninterrupted availability of services operated by third-party providers.

Changes to third-party applications, subscription services, mobile networks, cloud platforms or manufacturer services may affect system functionality outside the direct control of Amaro Electronics.

19. Ownership of Equipment

Unless otherwise agreed in writing, ownership of supplied equipment remains with Amaro Electronics until all amounts relating to that equipment and the associated project have been paid in full.

20. Liability

Electronic security systems are designed to reduce risk and provide detection, deterrence, monitoring or evidence depending on the system installed.

No electronic security system can guarantee the prevention of theft, burglary, vandalism, property damage, personal injury or other criminal activity.

To the extent permitted by law, Amaro Electronics is not responsible for indirect or consequential loss arising from circumstances beyond the reasonable control of the installed system or the agreed scope of work.

21. Governing Law

These Terms and Conditions are governed by the laws applicable in New South Wales, Australia.

Nothing in these Terms and Conditions is intended to limit or exclude any consumer guarantee, right or remedy that cannot legally be excluded under Australian law.

22. Contact Information

For questions relating to quotations, deposits, invoices, warranty, maintenance, technical assistance or project terms, please contact Amaro Electronics.

Website: amaroelectronics.com.au