Installation and Delivery Services 

Scope 

Installation is not included in standard freight charges. Where installation has been purchased (for example, pool tables), AMAHC will coordinate delivery and installation separately. All installations are carried out by qualified professionals and are subject to availability. 

Customer obligations 

By booking a delivery or installation, the customer agrees to: 

(a) disclose all access conditions at the time of booking, including (without limitation) stairs, spiral or winding staircases, narrow doorways or hallways, installations above the ground floor without a lift, long carries from the kerb, restricted vehicle access, fragile flooring, unsealed surfaces, work site conditions, and any other condition that may affect safe delivery or installation; 

(b) ensure the installation area is clear, clean, and ready before arrival, with a safe path from the point of delivery to the installation room free of obstacles, trip hazards, loose items, and pets; 

(c) ensure all items, furniture, and obstructions are removed from the space where the table or product will be installed prior to our team arriving; 

(d) ensure pets are securely locked away or otherwise restrained for the full duration of the delivery or installation; 

(e) ensure at least one able-bodied adult (18+) is present on site to assist with the movement of heavy components where required. Slate panels used in pool tables commonly weigh 80–90kg each and must be lifted by two people in line with Australian workplace safety practice; 

(f) acknowledge that our installers do not remove rubbish, cartons, boxes, packaging, pallets, or old furniture/items from site unless this has been specifically agreed in writing prior to the booking; 

(g) acknowledge that, for workplace health and safety reasons, our installers are not permitted to remove their footwear while carrying out deliveries or installations. 

Customer availability on the day. 

The customer (or an authorised adult under the Customer Obligations clause) must be present at the address at the scheduled installation or delivery time. Our driver or installer will wait up to 20 minutes from arrival before treating the job as a failed attempt.

Where a job is recorded as a failed attempt under this clause, a failed-attempt fee may apply, covering travel and the lost delivery or installation slot. This fee is in addition to the original installation or delivery fee, which remains payable in full for the rebooked job. Repeat failed attempts may incur additional fees and, at AMAHC's discretion, may result in delivery or installation services being withdrawn with a refund of the remaining fee only. 

Our team will document arrival time, wait time, and any attempts to contact the customer (by phone or SMS) in our delivery management system. 

Site assessment, additional charges, and right to decline 

Our delivery drivers and installers are required to conduct a site safety assessment on arrival. Where conditions are identified on arrival that were not disclosed prior to fulfilment, or where the site otherwise presents an unacceptable risk of injury or property damage, our driver or installer may, at their discretion: 

(a) quote additional fees reflecting the increased labour, time, or resourcing required. These fees must be agreed by the customer in writing (including by SMS or email) before work continues; or 

(b) decline to commence or continue the delivery or installation. 

Conditions that may constitute an unacceptable risk include (without limitation): insufficient access for safe movement of heavy items (for example, spiral or winding staircases, narrow doorways, tight turns); no able-bodied adult available on site to assist the installer with heavy lifts; unstable, damaged, unsealed, or fragile flooring; wet or slippery surfaces on the access path; upper-floor installations without lift access; active work sites creating unsafe conditions; aggressive or unrestrained animals; requests for installers to work without required safety footwear; and any site conditions materially different from those disclosed at the time of booking. 

Where a job is declined under (b), it will be treated as rescheduled. The customer may be liable for a rescheduling fee and any additional costs required to complete the job safely. Our team will document site conditions with photos and written notes in our delivery management system and will work with the customer in good faith to arrange a safe path forward. 

Customer Satisfaction Form 

On completion of the installation, our installer will present a satisfaction form for the customer to review and sign. The form must be signed on site by an adult aged 18 or over who is the customer or a person authorised by the customer to accept the completed installation on their behalf. By signing, the signatory confirms that: 

For Pool Tables: 

(a) the table was delivered undamaged and is the correct colour ordered; (b) the table has been installed in the agreed position;

(c) the slates are flush and true, with no bumps felt under the cloth; 

(d) the purchaser has checked the table for any visible damage; 

(e) the purchaser is satisfied with the table markings and finish; 

(f) the purchaser has been informed that the table must not be moved or lifted at any time, as this may cause damage to the slates; 

(g) the table has been levelled and the installer has explained that minor level adjustments may be required within a two-week settling period; 

(h) the installer has provided guidance on how to clean and maintain the table and cloth. 

If the table has been moved or lifted and this results in damage to the slates requiring the installer to return and replace them, a charge of 50% of the current replacement table cost plus travel charges may apply. 

For Other Products: 

(i) the customer acknowledges that the item was delivered in undamaged packaging and any visible concerns have been raised at the time of delivery. 

Failure to raise visible issues at the time of installation or delivery may impact the assessment of later claims relating to installation workmanship, transport damage, or site conditions, subject always to the customer’s rights under the Australian Consumer Law. 

Liability and remedy 

Nothing in this clause limits your rights under the Australian Consumer Law. If an issue arises due to faulty workmanship by our installer, we will work with you to resolve the matter, including providing a remedy in line with the ACL. 

AMAHC is not liable for damage or delay caused by: 

(a) inaccurate or incomplete information provided by the customer about the site; (b) customer-provided assistance (for example, a friend helping to lift); 

(c) pre-existing conditions at the installation site (for example, damaged flooring, unstable walls, fragile tiles, or unsealed surfaces); or 

(d) delays or issues caused by the customer failing to meet the obligations set out above, including inaccessible spaces, unrestrained pets, or unsafe work conditions.