Terms & Conditions

Pristeen Auto

Membership Terms and Conditions

Australia

Pristeen Auto Pty Ltd ACN 692 762 164 ABN 30 692 762 164

Member Service Centre: 02 9133 4651
Website: pristeen.com.au

1. Definitions

In these Terms, unless the context requires otherwise, the following capitalised expressions have the meanings set out below:
1. Administration Fee means the administration fee specified by Pristeen Auto from time to time for processing a cancellation, transfer, reinstatement or other administrative request, as notified to you before the fee is charged.
2. Alloy Wheel Scrapes or Scuffs Membership means a standalone Membership Program under which the only Membership Benefit is access to Repair Quotes and repairs for Alloy Wheel Scrapes or Scuffs (as described in clause 15.2.1), on the terms set out in these Terms and the Membership Program Schedule.
3. Approved Inspector means a person or business approved by Pristeen Auto to carry out an Eligibility Assessment of a vehicle.
4. Associated Retailer means a motor vehicle dealer, retailer, repairer or other business that has an arrangement with Pristeen Auto to market, sell, administer or support a Membership Program.
5. Authorised Licensed Dealer means a motor vehicle dealer that holds all licences required under applicable law and is authorised by Pristeen Auto to offer or arrange a Membership Program.
6. Authorised Person means an employee, contractor, agent or representative of an Associated Retailer or Authorised Licensed Dealer who is authorised to collect and enter membership and vehicle information into the Pristeen Auto Sales Portal.
7. Classic Membership is defined in clause 3.3.
8. Coverage Area means the geographic areas within Australia in which Pristeen Auto makes its mobile repair services available from time to time, as determined by Pristeen Auto and notified through the website, member portal or member services.
9. Critical Vision Area means the area of the front windscreen directly in the driver’s primary field of vision, determined in accordance with AS/NZS 2366.1-1999 (as amended or replaced from time to time).
10. Eligibility Assessment means any inspection, review, photograph assessment, document verification or other assessment process required by Pristeen Auto to determine whether a vehicle qualifies for a Membership Program, transfer, reinstatement or repair service.
11. End Date means the date on which the current Term of the Membership expires, as specified in the Membership Program Schedule or as extended by a renewal.
12. Establishment Fee means the once-off establishment or application fee (if any) specified in the Membership Program Schedule or otherwise notified by Pristeen Auto at the time of application.
13. Family Benefits means the optional member benefit described in clause 9 that allows a member to request quotations for repair work on certain vehicles owned by the member or a family member that are not the Nominated Vehicle.
14. Membership Agreement means these Terms and the relevant Membership Program Schedule.
15. Membership Benefits means those identified in the Membership Program Schedule.
16. Membership Fee is defined in the Membership Program Schedule.
17. Membership Program means the Classic Membership, the Ultimate Membership or the Alloy Wheel Scrapes or Scuffs Membership.
18. Membership Program Schedule means the schedule issued by us for your Nominated Vehicle and entered into by the parties, which forms part of the Membership Agreement.
19. Minor Cosmetic Repair is defined in clause 15.
20. Monthly Membership means a Membership Program offered on a month-to-month basis that renews automatically for successive one (1) month Terms unless cancelled in accordance with these Terms or unless Pristeen Auto elects not to renew it.
21. Nominated Vehicle means the vehicle listed on the Membership Program Schedule.
22. Privacy Policy means Pristeen Auto’s privacy policy, as amended from time to time and made available on Pristeen Auto’s website.
23. Pristeen Auto Sales Portal means the electronic sales and membership administration system operated by or for Pristeen Auto for the purpose of recording, processing and managing membership applications, vehicle details, renewals, payments and related information.
24. Repair Agreement means a separate agreement entered into by the parties for the purpose of repair services being provided by us in accordance with the Repair Quote.
25. Repair Fee is defined in the Repair Agreement.
26. Repair Quote means a quote provided by us to you for the provision of repair services on the Nominated Vehicle.
27. Standard Vehicles means passenger cars, SUVs, utilities and light commercial vehicles with a gross vehicle mass of 4.5 tonnes or less, excluding motorcycles, heavy commercial vehicles, other commercial vehicles (including but not limited to taxis, uber and ride share services), buses, caravans, trailers, super/hyper cars and any other vehicle category that Pristeen Auto designates as ineligible from time to time.
28. Start Date means the commencement date of the Membership specified in the Membership Program Schedule.
29. Suitable Work Space means a safe, level, well-ventilated and weather-appropriate location with sufficient space and access for a Pristeen Auto technician to perform the relevant repair work, including access to electricity and any other facilities reasonably required for the repair.
30. Term means the period of membership commencing on the Start Date and ending on the applicable End Date, including any renewed period of membership under clause 5.
31. Ultimate Membership is defined in clause 3.4.
32. Waiting Period means the period commencing on the Start Date during which you may hold a Membership but are not entitled to request a Repair Quote, being
  1. for a new Classic Membership, thirty (30) calendar days;
  2. for a new Ultimate Membership, thirty (30) calendar days;
  3. for a new Alloy Wheel Scrapes or Scuffs Membership, thirty (30) calendar days;
  4. for a reinstated Monthly Membership under clause 5.10, thirty (30) calendar days from the reinstatement date; and
  5. for any further Membership purchased before the existing Membership expires, no waiting period applies in accordance with clause 5.4.

2. Introduction, Agreement Framework and Important Limits

Service Provider. These Terms and Conditions govern the Pristeen Auto Classic Membership, the Ultimate Membership and the Alloy Wheel Scrapes or Scuffs Membership provided by Pristeen Auto Pty Ltd (ACN 692 762 164 ABN 30 692 762 164) (Pristeen Auto, we, us or our).
Documents forming the arrangement. These Terms operate together with the Membership Program Schedule issued for your Nominated Vehicle. If there is any inconsistency, the Membership Program Schedule prevails to the extent of the inconsistency, except where doing so would limit a non-excludable consumer guarantee or other mandatory legal right under Australian Consumer Law.
Two separate contractual relationships. The arrangements under these Terms are intentionally separated into:
1. the Membership Agreement, which gives you access to the Membership Benefits for your Nominated Vehicle during the relevant Term; and
2. a separate Repair Agreement, which is formed only if Pristeen Auto issues a Repair Quote for a particular repair, you accept that Repair Quote and you agree to pay the applicable Repair Fee.
Membership scope – not an insurance product. Your Membership provides access to the cosmetic repair services described in these Terms. It is not a financial product, does not constitute insurance, and does not indemnify, compensate or protect you against financial loss arising from damage to your vehicle. You are responsible for maintaining appropriate motor vehicle insurance coverage independently of your Membership.
No ownership, equity or governance rights. Your Membership confers only the contractual service rights expressly described in these Terms and the Membership Program Schedule. It does not create any ownership interest, equity, or right to participate in the governance or management of Pristeen Auto Pty Ltd or any associated entity.
Defined terms. Capitalised expressions used in these Terms have the meanings given in clause 1 (Definitions), unless the context requires otherwise.

3. Membership Eligibility, Registration and Commencement

Acceptance of vehicle. Your vehicle may be accepted into a Membership Program if:
1. your vehicle satisfies the eligibility rules for that program; and
2. Pristeen Auto accepts (in its discretion) your vehicle as your Nominated Vehicle.
Eligible programs. Subject to these Terms and the Membership Program Schedule, Standard Vehicles may be eligible for the:
1. Classic Membership Program;
2. Ultimate Membership Program; or
3. Alloy Wheel Scrapes or Scuffs Program,
  or any other program Pristeen Auto makes available from time to time.
Classic Membership eligibility. To qualify for the Classic Membership, the Nominated Vehicle must be:
1. within four (4) months of its original registration date; or
2. specifically approved in writing by Pristeen Auto or Associated Retailer; and
3. free of any pre-existing damage at the commencement of the membership.
Ultimate Membership eligibility. To qualify for the Ultimate Membership, the Nominated Vehicle must be:
1. purchased brand new or purchased pre-owned through an Authorised Licensed Dealer;
2. under seven (7) years old from its first registration date; and
3. free of any pre-existing damage at the commencement of the membership.
Alloy Wheel Scrapes or Scuffs Program eligibility. To qualify for the Alloy Wheel Scrapes or Scuffs Program, the Nominated Vehicle must be:
1. a Standard Vehicle fitted with alloy wheels;
2. free of any pre-existing damage to the alloy wheels at the commencement of the membership.
Commencement of Membership. Your Membership commences on the Start Date specified in the Membership Program Schedule, provided that:
1. Pristeen Auto has received the Membership Fee and any Establishment Fee;
2. you have supplied complete and accurate information about yourself and your vehicle;
3. Pristeen Auto has accepted your vehicle as the Nominated Vehicle; and
4. any required Eligibility Assessment has been completed to Pristeen Auto’s satisfaction (in its discretion).
Right not to accept a vehicle. Pristeen Auto may refuse to accept a vehicle into a Membership Program in its discretion. If Pristeen Auto rejects your vehicle before Membership commences, Pristeen Auto will refund the Membership Fee and any Establishment Fee paid for that Membership, and no Membership Benefits will apply.
Eligibility Assessment. If the Membership Program Schedule requires Eligibility Assessment, Pristeen Auto may require an Approved Inspector to inspect the vehicle, at your cost.

4. Membership Programs, Benefits and Member Access

Membership Benefits. During the Term, your Membership entitles you to the Membership Benefits that apply to the relevant Membership Program for your Nominated Vehicle, provided that you comply with these Terms and the Membership Program Schedule.
Included benefits. Depending on the Membership Program, Membership Benefits may include the following:
1. priority access to Pristeen Auto’s member repair request processes;
2. the ability to request Repair Quotes for Minor Cosmetic Repairs without a fixed limit on the number of repair requests;
3. the ability to obtain Minor Cosmetic Repairs without a fixed limit, provided that Pristeen Auto offers and you accept the relevant Repair Quote;
4. access to Pristeen Auto’s online member portal and member service number;
5. where available, a Pristeen Auto-approved mobile repair technician attending a Suitable Work Space within the Coverage Area to assess repair requirements and, where practical, perform accepted Minor Cosmetic Repairs;
6. inspection and evaluation services for repairs that are not Minor Cosmetic Repairs, where Pristeen Auto chooses to provide them;
7. a workmanship warranty from Pristeen Auto in addition to any non-excludable statutory guarantees;
8. general vehicle-care information provided by Pristeen Auto; and
9. other member benefits made available by Pristeen Auto.
Availability depends on circumstances. The availability of any particular repair, benefit, discount, process, technology or service channel may depend on your Membership Program, the Membership Program Schedule, your location, the Coverage Area, the nature of the damage, technician availability and these Terms.
No automatic repair entitlement. For the avoidance of doubt, Pristeen Auto is not required to repair damage merely because you hold a Membership. A repair obligation arises only if Pristeen Auto issues a Repair Quote, you accept that Repair Quote and a Repair Agreement is formed.

5. Fees, Payment Terms and Renewals

Fees payable on application. Payment of the applicable Membership Fee, along with any required Establishment Fee, is required at the time of application for your chosen Membership program, unless Pristeen Auto agrees another payment arrangement in writing.
Membership Fees are separate from Repair Fees. Membership Fees, Establishment Fee and Repair Fees are separate charges. Paying a Membership Fee does not prepay any future Repair Fee unless the Membership Program Schedule expressly states otherwise.
Fixed-term memberships. The Ultimate Membership with a fixed term and the Alloy Wheel Scrapes or Scuffs Membership do not renew automatically. You may ask the Associated Retailer that sold the original Membership whether a further Membership is available. Any further Membership is subject to the Associated Retailer’s own membership fee applicable at the time, Pristeen Auto’s acceptance of the vehicle, and any required Eligibility Assessment.
Waiting Period for further fixed-term memberships. If you purchase a further fixed-term Membership before the existing Membership expires, no Waiting Period will apply to that further Membership. If the further Membership is purchased after expiry, the applicable Waiting Period will apply.
Annual Classic Membership renewals. If you hold an annual Classic Membership, it will automatically renew for a further twelve (12) month Term unless cancelled in accordance with these Terms or unless Pristeen Auto elects not to renew it.
Annual renewal payment. Prior to renewal of an annual Classic Membership, Pristeen Auto may issue an invoice for the Membership Fee applicable to the new Term and charge your nominated credit or debit card before the existing End Date.
Monthly Membership renewals. If you hold a Monthly Membership, including a Classic or Ultimate Membership offered on a monthly basis, it will automatically renew for successive one (1) month Terms unless cancelled in accordance with these Terms or unless Pristeen Auto elects not to renew it.
Monthly payment. For each Monthly Membership renewal, Pristeen Auto may charge your nominated credit or debit card for the applicable Membership Fee before the relevant End Date.
Failed payment. If a credit or debit card payment fails, your Membership may lapse without further notice. If a Membership lapses, Pristeen Auto may in its discretion decline future participation in any Membership Program for that vehicle.
Reinstatement following failed monthly payment. If a Monthly Membership lapses because of failed payment, you may ask Pristeen Auto to reinstate it within four (4) weeks after the End Date. Reinstatement is at Pristeen Auto’s discretion, may require an Eligibility Assessment, will be at the then-current Membership Fee, and will be subject to the applicable Waiting Period for any repairs.
Non-renewal by Pristeen Auto. Pristeen Auto may decide not to renew a Membership, including where a Membership Program is no longer available. Where practicable, Pristeen Auto will notify you before the Membership ends and advise you of any alternative Membership options available.

6. Repair Requests, Assessment and Repair Quotes

Waiting Period. You may request a Repair Quote for your Nominated Vehicle only after the applicable Waiting Period has expired.
Information required. To obtain a Repair Quote, you must provide clear photographs relating to the requested repairs, together with your membership details and any additional information reasonably requested by Pristeen Auto to enable assessment and completion of the repair services.
How to request a Repair Quote. Repair Quote requests may be submitted:
1. through the member page on Pristeen Auto’s website; or
2. by calling Pristeen Auto’s national number.
Assessment process. All repair requests are subject to assessment. Pristeen Auto may assess the request remotely, by telephone, using photographs, in person, or through a Pristeen Auto technician or Associated Retailer.
Pricing and repair specifications may change. Pristeen Auto’s pricing for all repairs is not fixed and is subject to change. Pristeen Auto may at any time update the description, specifications or availability of Minor Cosmetic Repairs, including where new processes, materials, repair techniques or safety considerations arise in accordance with clause 13.
Basis of Repair Quote. A Repair Quote for a Minor Cosmetic Repair will be based on the pricing and specifications provided or made available to members as at the date of the repair request, subject to inspection and final assessment by Pristeen Auto.
When Pristeen Auto may decline to quote or repair. Pristeen Auto may decline to issue a Repair Quote or perform repair work including (but not limited to) in the following circumstances:
1. the damage is not, in Pristeen Auto’s opinion, a Minor Cosmetic Repair;
2. the damage involves structural damage, safety concerns, excluded parts, excluded finishes or excluded use;
3. the repair would need workshop conditions or equipment not available through Pristeen Auto’s mobile repair service;
4. the Nominated Vehicle is outside the Coverage Area or no Suitable Work Space is available;
5. you are in breach of these Terms, a Repair Agreement or payment obligations; or
6. Pristeen Auto otherwise considers, acting reasonably where required by law, that the repair is not suitable for its repair process.
Decision to quote. Pristeen Auto will assess each repair request on a case-by-case basis. The decision whether to issue a Repair Quote, and the scope of that Repair Quote, is for Pristeen Auto to determine, subject to applicable law.
Target timing. Where a Repair Quote is accepted in writing, Pristeen Auto will endeavour to complete those repairs within fourteen (14) calendar days after acceptance. You agree and acknowledge that longer periods for the completion of the repairs may apply depending on demand, location, technician availability, parts, materials, weather, safety requirements or during public holidays.
Form of quote. A Repair Quote will be provided in writing. It may describe the work to be performed, the applicable Repair Fee, whether the work is a Minor Cosmetic Repair, and any other conditions Pristeen Auto considers relevant.

7. Repair Agreement and Performance of Repair Work

Formation of Repair Agreement. A Repair Agreement is formed only when you accept in writing a Repair Quote and agree to pay the quoted Repair Fee in accordance with the terms of the Repair Quote.
Separate Agreements. Each Repair Agreement is separate from the Membership Agreement and from any other Repair Agreement.
No obligation before acceptance. Pristeen Auto has no legal obligation to perform repair work unless and until a Repair Agreement has been formed for that work.
Payment for repairs. Unless Pristeen Auto agrees otherwise, you must pay the Repair Fee by credit or debit card on completion of the agreed repair work or at a time requested by Pristeen Auto.
Repair appointment. After you accept a Repair Quote, Pristeen Auto will arrange a suitable time and place to conduct the agreed repair work.
Same-day repairs. Where practical, Pristeen Auto may perform Minor Cosmetic Repairs on the same day as the inspection. Same-day service is not guaranteed and is conditional on the Nominated Vehicle being within the Coverage Area, a Suitable Work Space being available, the Repair Quote being accepted and the repair being suitable for mobile performance.
Unsuitable locations or conditions. Pristeen Auto is not required to perform repairs where:
1. the Nominated Vehicle is outside the Coverage Area;
2. there is no Suitable Work Space;
3. weather or site conditions are unsuitable;
4. the repair would be unsafe; or
5. the repair cannot be performed using Pristeen Auto’s mobile repair process.

8. Consumer Guarantees, Pristeen Auto Warranty and Warranty Limitations

Non-excludable rights preserved. Nothing in these Terms excludes, restricts or modifies any right, remedy, guarantee or protection that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or any other applicable consumer protection law.
Statutory consumer guarantees. Pristeen Auto’s services are supplied with consumer guarantees under the Australian Consumer Law that apply regardless of anything else in these Terms. If Pristeen Auto fails to deliver a service in accordance with a consumer guarantee, your rights depend on the nature of the failure:
1. Major failure — if the failure is a major failure within the meaning of the Australian Consumer Law, you may choose to terminate these Terms and seek a refund for the unused portion of the services, or keep the services and seek compensation for any reduction in their value. You may also seek compensation for other reasonably foreseeable loss or damage caused by the failure.
2. Minor failure — if the failure is not a major failure, you are entitled to require Pristeen Auto to remedy the failure within a reasonable time. If Pristeen Auto does not do so, you may terminate these Terms and obtain a refund for the unused portion of the services, and seek compensation for any reasonably foreseeable loss or damage resulting from the failure.
Pristeen Auto workmanship warranty. In addition to any non-excludable statutory rights, Pristeen Auto warrants that each repair performed by a Pristeen Auto technician will be carried out with reasonable skill and care and will remain free from defects caused by Pristeen Auto’s workmanship for so long as you are the registered owner of the Nominated Vehicle.
Remedy for defective workmanship. To enable us to remedy any defect promptly, we ask that you notify us in writing of any defect as soon as reasonably practicable after becoming aware of it. If a defect is caused by Pristeen Auto’s faulty workmanship, we will re-perform or rectify the defect at no additional charge to you, subject to the claims process and exclusions in clauses 8.5 to 8.8. To make a warranty claim, contact Pristeen Auto on 02 9133 4651. We may ask you to:
1. provide photographs and a written description of the claimed defect by email to admin@pristeen.com.au;
2. provide evidence of membership (such as a receipt or order confirmation);
3. where relevant, provide us with reasonable access to the Nominated Vehicle for inspection; and
4. provide reasonable information to assist us in identifying the nature of the failure.
Exclusion of Other Liability. Subject to your rights under the Australian Consumer Law and to the maximum extent otherwise permitted by law, we exclude all other liability to you in connection with the supply of services under these Terms, including any liability for:
1. indirect, special, incidental or consequential loss or damage, except where required to be paid as compensation under the Australian Consumer Law; and
2. any loss or damage arising from causes beyond our reasonable control.
Claim costs. You are responsible for costs associated with making a warranty claim, except to the extent that applicable law requires otherwise.
Repair records. Subject to your non-excludable rights, Pristeen Auto may rely on photographs, repair records and other evidence of work performed to assess whether a warranty claim is valid.
Warranty exclusions. Subject to any non-excludable statutory guarantee or other mandatory law, the Pristeen Auto workmanship warranty does not extend to:
1. workmanship, repairs or damage caused by third parties, any repair, alteration or work performed on the Nominated Vehicle by a person other than a Pristeen Auto technician;
2. gradual deterioration, fading, discolouration or corrosion of the repaired area caused by environmental conditions, UV exposure, cleaning products, maintenance practices or ordinary use over time;
3. any financial loss, including loss of the vehicle’s market value, loss of use of the vehicle, lost time or inconvenience, arising from or connected with a repair performed by Pristeen Auto;
4. gradual cosmetic degradation of the repaired area that is consistent with the ordinary ageing of the vehicle’s exterior, rather than a defect in Pristeen Auto’s workmanship; or
5. physical damage to the Nominated Vehicle or the repaired area caused after the date the repair was completed by Pristeen Auto, including accidental damage, misuse or third-party impact.

9. Family Benefits

Availability. If the Membership Program Schedule states that Family Benefits apply, you may request Pristeen Auto provide a quote for repair work on a vehicle owned by you or by a member of your family that is not the Nominated Vehicle.
No obligation. Pristeen Auto has an absolute discretion as to whether it will provide a quotation in response to any request under this clause 9 and is not obliged to accept or perform the requested work. Neither the member nor the relevant family member is obliged to accept any quotation Pristeen Auto chooses to offer.
Separate contractual arrangement. Any work performed pursuant to this clause 9 will be the subject of a separate Repair Agreement. The applicable Repair Fee will be payable pursuant to that Repair Agreement.
Pricing. Where Pristeen Auto elects to provide a quotation under this clause, it will do so through its network of approved repair technicians. Pristeen Auto will use reasonable efforts to offer member pricing more competitive than standard retail rates, however, you acknowledge and agree that this is not a guarantee of a lower price or discount.

10. Transfer of Membership and Replacement Vehicles

Membership ends on sale unless transferred. If you sell or transfer the Nominated Vehicle, the Membership Benefits for that vehicle end, unless Pristeen Auto agrees in accordance with clause 10.2 or 10.3 (as applicable).
Replacement vehicle transfer. Pristeen Auto may, at its discretion, allow the Membership Benefits to be transferred to another Nominated Vehicle. The new vehicle must comply with the terms set out for Nominated Vehicles within this document under clauses 3.3 and 3.4 and satisfy any required Eligibility Assessment. Pristeen Auto will only allow one (1) transfer per membership unless otherwise agreed in writing by Pristeen Auto in its discretion. Additional fees and charges may apply.
Transfer to new owner. All Memberships provided by Pristeen Auto are personal to you and are not automatically transferable to another person. Pristeen Auto may, at its discretion, allow the balance of the Term to be transferred to the new owner of the Nominated Vehicle if the new owner applies under the Membership Program and pays the transfer fee specified by Pristeen Auto. At Pristeen Auto’s discretion, the Nominated Vehicle may be subject to an Eligibility Assessment upon a membership transfer request.
Right to refuse transfer. Pristeen Auto may refuse a transfer in its discretion, including if the proposed transferee, proposed replacement vehicle or transfer circumstances do not satisfy Pristeen Auto’s requirements or these Terms.

11. Member Responsibilities, Conduct, Information and Privacy

Accuracy of information. You must provide complete, accurate and current information about yourself, your Nominated Vehicle and any matter relevant to the Membership Program, repair request, Repair Quote or Repair Agreement.
Sales Portal authority. You authorise an Authorised Person to collect and enter information about you and your vehicle into the Pristeen Auto Sales Portal for the purpose of applying for or administering your Membership Program.
Incorrect information. If information you provide is incomplete, inaccurate, misleading or untrue, Pristeen Auto may end the Membership Agreement, decline to issue Repair Quotes, decline to enter into a Repair Agreement, or take any other action available under these Terms or at law.
Safe and authorised work site. You must ensure that any site made available for repair work is a Suitable Work Space and that the Pristeen Auto technician has safe, authorised and reasonable access to the Nominated Vehicle, electricity and any other required facilities.
Conduct. Pristeen Auto may suspend or refuse service where you, your representative or any person at the repair site acts in a threatening, abusive, unsafe or unreasonable manner.
Privacy Policy. Pristeen Auto’s Privacy Policy explains how Pristeen Auto collects, uses, discloses, stores and handles personal information. You agree that Pristeen Auto may handle personal information in accordance with that Privacy Policy and applicable privacy laws. This privacy policy is available on the website’s Privacy Policy.
Recorded calls. You acknowledge and accept that we may monitor and/or record telephone calls for staff training, verification of identity and customer service quality assurance purposes.
Access and correction. On request, Pristeen Auto will provide access to, and allow correction of, personal information it holds about you, subject to applicable privacy laws and lawful exceptions.

12. Cancellation, Suspension and Termination

Cancellation by you
1. Subject to clause 12.1.2, you may cancel your Membership by notifying Pristeen Auto in writing and requesting a refund of the Membership Fee and any Establishment Fee if:
  1. you hold a Classic Membership, Ultimate Membership or Alloy Wheel Scrapes or Scuffs Membership and the cancellation request is made within seven (7) days after the Start Date; or
  2. the cancellation request is made during the applicable Waiting Period.
2. A refund under clause 12.1.1 is not available if, before Pristeen Auto receives your cancellation notice, a Repair Agreement has been formed and repair work completed in respect of the Nominated Vehicle.
3. You may cancel an annual or Monthly Membership renewal by giving Pristeen Auto thirty (30) days’ prior written notice, provided that all outstanding Repair Fees and other amounts due to Pristeen Auto have been paid. Membership and Establishment Fees already paid are not refundable except as expressly stated in these Terms or required by law.
4. You may request immediate cancellation by written notice to admin@pristeen.com.au, together with proof of purchase showing the Membership purchase price, if:
  1. Pristeen Auto increases the price of Minor Cosmetic Repairs during the current Term by more than fifty percent (50%);
  2. for a Classic or Ultimate Membership, Pristeen Auto removes two or more categories of Minor Cosmetic Repair that were included when you paid the Membership Fee for the current Term, without adding equivalent or additional repair categories; or
  3. Pristeen Auto changes these Terms in a way that is unfair and causes you material adverse impact, such as a substantial reduction in Membership value without a corresponding benefit.
5. If Pristeen Auto approves a cancellation request made under clause 12.1.4, Pristeen Auto will, within a reasonable time and after deducting the applicable Administration Fee, refund to you that portion of the Membership Fee you have prepaid which corresponds to the number of days remaining in the current Term after the date of cancellation.
Suspension and termination by Pristeen Auto
1. Pristeen Auto may suspend Membership Benefits and refuse to provide Repair Quotes while any amount owing by you to Pristeen Auto remains due and overdue.
2. Pristeen Auto may terminate the Membership Agreement immediately by written notice if:
  1. you fail or refuse to pay a Repair Fee within seven (7) days after demand;
  2. you owe any other amount to Pristeen Auto for more than thirty (30) days;
  3. information you have provided about yourself or the Nominated Vehicle is untrue, misleading or inaccurate; or
  4. Pristeen Auto considers that you or your representative has acted in a threatening or abusive manner.
3. Termination of the Membership Agreement by Pristeen Auto under clause 12.2.2 takes effect from the date of the written notice. From that date, Pristeen Auto ceases to be obliged to provide any further Membership Benefits or repair services. Membership Fees that have already been paid will not be refunded unless refund is required by applicable law. Any amounts owed by you to Pristeen Auto under any Repair Agreement remain recoverable by Pristeen Auto and are unaffected by termination of the Membership Agreement.

13. Changes to these Terms and Conditions

Scope of changes. Pristeen Auto may amend these Terms, the Membership Benefits, the repair specifications, the repair categories, the repair request process, the Repair Agreement process, the provided pricing or the service offering from time to time, subject to applicable law.
Examples of changes. Changes may include improvements, replacement services, revised repair processes, expanded or reduced service descriptions, or updated pricing intended to reflect market conditions, operating requirements, safety considerations or business practice changes.
Material adverse changes. Pristeen Auto will use reasonable endeavours to ensure changes improve, clarify or modernise the Membership Program or Pristeen Auto’s service offering. Where a change materially adversely affects you, the cancellation rights in clause 12.1.4 may apply.
Notice of changes. Pristeen Auto may notify changes by publishing the revised Terms on its website, making them available through the member portal or providing them to you directly by way of email.
Effective date. Unless a later date is specified, changes take effect five (5) business days after publication on Pristeen Auto’s website or other notice to you.
Acceptance by use. If you request a repair service or do not cancel your Membership where a cancellation right under clause 12.1.4 applies under the Membership Program after the effective date of a change, you will be taken to have accepted the changed Terms for future services, subject to any non-excludable rights and any applicable law.

14. General Terms

Headings. Headings are included for convenience only and do not affect interpretation.
References. A reference to a clause is a reference to a clause in these Terms unless otherwise stated. A reference to a statute includes that statute as amended, replaced or re-enacted from time to time.
Severability. If a provision is invalid, illegal or unenforceable, it is to be read down, modified or severed to the extent required, and the remaining provisions continue in force.
Discretions. Any discretion held by Pristeen Auto under these Terms is subject to any duty imposed by law, including any requirement to act reasonably or in good faith where applicable.
Governing law and courts. These Terms are governed by the laws of New South Wales, Australia and the Commonwealth of Australia. The parties submit to the non-exclusive jurisdiction of the courts of New South Wales and courts entitled to hear appeals from those courts.
Waiver. A failure to exercise or delay in exercising any right under these Terms does not constitute a waiver of that right.
Entire Agreement. These Terms and the Membership Program Schedule constitute the entire agreement between us in relation to your membership. They supersede all prior representations, discussions, and agreements.

15. Minor Cosmetic Repairs Table and Exclusions
This clause 15 summarises the repair types that may (subject to Pristeen Auto’s absolute discretion) be available under the relevant Membership Program. Each repair remains subject to assessment, quotation, acceptance of the Repair Quote, these Terms and the specific exclusions below. For the avoidance of doubt, the repair types in clause 15.1 are listed as an example only. The repair types that are applicable to your Membership Program are listed in Schedule A.

Availability matrix

Repair type	Ultimate Membership	Classic Membership	Alloy Wheel Scrapes or Scuffs Membership
Bumper Bar Scratch or Scrape	Included	Included	Not included
Deep Scratch or Dent on Metal Panels	Included	Included	Not included
Surface Scratches or Marks	Included	Included	Not included
Body Pressure Dents	Included	Included	Not included
Side Mirror Scratch or Scrape	Included	Included	Not included
Cosmetic Touch Ups	Included	Included	Not included
Body Kit Scratch or Scrape	Included	Optional opt-in	Not included
Interior Tears	Included	Not included	Not included
Windscreen Chip or Crack	Included	Not included	Not included
Alloy Wheel Scrapes or Scuffs	Included	Not included	Included

If a repair type is optional, you must specifically opt in before that Membership Benefit applies. Any opt-in repair type will be recorded in the Membership Program Schedule.

Repair descriptions
1. Alloy Wheel Scrapes or Scuffs. Sand, fill, colour-match and respray the rim face of one alloy wheel to address visible scuffing or scraping damage. This repair type is not available for wheels with chrome plating, electroplated high-gloss or mirror finishes, or for wheels with factory pin-stripe detailing in the damaged area. Where, in Pristeen Auto’s assessment, a damaged tyre creates a safety risk for the repair process, the tyre must be attended to before the wheel repair proceeds. Members should be aware that Pristeen Auto’s alloy wheel repair process is not able to reproduce machine-cut detailing, and wheels with a factory machine finish will exhibit a visual difference from the original appearance after repair.
2. Body Kit Scratch or Scrape. Repair and repaint a single area of scratch or scrape damage on a factory-fitted plastic body kit component, including a rear spoiler, side skirt or front bumper extension, where the damaged area does not exceed 600mm in length and 20mm in width. The repair is limited to painted, near-vertical surfaces. Damage to the upper horizontal face of a spoiler — such as the top surface that is visible when viewed from directly above — is not covered by this repair type.
3. Body Pressure Dents. Use paintless dent removal or equivalent techniques to repair a single dent caused by a pressure impact, where the dent diameter does not exceed 60mm, the panel surface is flat, and the paint layer is fully intact with no chipping or cracking. Dents located on or adjacent to a panel styling crease or sharp metal fold are excluded, as the repair technique cannot be applied safely to those areas.
4. Bumper Bar Scratch or Scrape. Fill, sand and repaint a single scratch or scrape on a painted plastic bumper bar, provided the affected area does not exceed 600mm in length. This repair type is limited to factory-painted plastic bumper bars. It does not apply to bumper bars constructed of metal, or to surfaces that are unpainted or textured. Damage that has caused the bumper bar to deform, crack or otherwise suffer structural damage is excluded.
5. Cosmetic Touch Ups. Apply colour-matched touch-up paint to fill and seal individual stone chips to reduce the risk of rust formation. This service covers a maximum of 25 individual stone chips, each with a diameter not exceeding 3mm. Touch-up repairs are cosmetic and the treated areas will remain visible after the repair is complete. This repair type is not available for vehicles painted in a tri-coat or three-stage pearl paint system.
6. Deep Scratch or Dent on Metal Panels. Repair localised paint damage on a single vertical metal body panel, where the affected area is greater than 3mm and does not exceed 70mm in diameter, and the depth of the dent does not exceed 10mm. For the purpose of this repair type, the bonnet, roof, tailgate and boot lid are not eligible panels. Where the damage has distorted or creased a panel’s styling line or consists of multiple individual scratches or dents that in aggregate exceed these parameters, the damage falls outside this repair type and must be assessed separately.
7. Interior Tears. Fill-and-colour-match process to treat a single clean tear in a leather-upholstered or vinyl-upholstered seat surface or armrest, where the tear is no longer than 80mm and no wider than 5mm. This repair type does not cover: gradual deterioration from use or ageing; separation at a seam; any tear that originates at, follows or terminates at a seam or stitch line; or any damage affecting the dashboard, headliner or steering wheel.
8. Side Mirror Scratch or Scrape. Treat and colour-match the outer plastic housing of one external side-view mirror where it has been scratched or scuffed, including application of paint to match the vehicle’s body colour. This repair covers the outer casing only. It does not extend to any chrome or electroplated surface finishes, and excludes all associated lighting units, indicator pods and lens components.
9. Surface Scratches or Marks. Apply machine polishing and professional paint-correction compounds to treat surface-level scratches on up to six painted body panels, provided the scratches are confined to the clear coat and have not penetrated through to the base coat. This process will improve the visual appearance of the affected panels but may not fully eliminate all marks. It does not include any sanding, filling or repainting.
10. Windscreen Chip or Crack. Inject resin into a single stone chip in the front windscreen glass to halt crack propagation and improve visual clarity. The chip must not exceed 5mm in diameter if it is located within the Critical Vision Area, or 20mm in diameter if it is located outside that area. This repair type is not available where: any chip, crack or damage compromises the performance of an ADAS camera, sensor or calibration system; the windscreen has been repaired eight or more times previously; any crack extends to or from the perimeter edge of the windscreen; the damage penetrates beyond the outer layer of glass; any delamination of the glass interlayer is evident; or the applicable safety standard, manufacturer’s recommendation or AS/NZS 2366.1-1999 indicates that the windscreen requires replacement rather than repair.
Pricing and specifications. Repair Quotes for Minor Cosmetic Repairs will reflect the pricing and specifications provided or otherwise made available to members as at the date of your request, subject to assessment and quote.
General exclusions from Minor Cosmetic Repairs. In addition to any repair-specific exclusion noted in clause 15.2, all Minor Cosmetic Repairs exclude the following:
1. damage that falls outside the size, depth, or severity parameters set out in the applicable repair description in clause 15.2, as assessed by Pristeen Auto;
2. removal, repair or replacement of decals, vinyl wraps, aftermarket graphics, or any specialised, custom, or non-factory paint finish;
3. exterior trims, mouldings, or decorative elements that are not finished in the vehicle’s factory body colour, including but not limited to chrome, metallic-effect, or textured plastic finishes;
4. any work requiring replacement of parts rather than repair of parts, including the use of non-original equipment manufacturer (non-OEM) components or fittings;
5. damage arising from environmental or impact events including but not limited to rust, hail damage, or any other environmental events;
6. any structural compromise or deformation affecting any part of the vehicle, including but not limited to body panels and associated structural or semi-structural components (e.g. mirrors, wheel assemblies or housings);
7. work that cannot (in Pristeen Auto’s absolute discretion) be completed in a mobile repair setting but rather requires a fixed workshop setting, specialist tools, or controlled conditions;
8. damage spanning or affecting multiple body panels, other than where a paint correction process is expressly permitted under the relevant repair description (in Pristeen Auto’s absolute discretion); or
9. any damage affecting specialised paint finishes, including but not limited to matte, satin, colour-shifting or custom paintwork.

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