Effective date: 2026-08-31
Company: BackYard Co.
Registration: Private ownership
This policy applies to maintenance, repair, installation and improvement work performed by BackYard Co. at:
• Private and residential properties
• Rental properties
• Apartment complexes and estates
• Offices, shops and other commercial premises
• Properties managed by landlords, agents, body corporates or facilities managers
Services may include general repairs, painting, plumbing, electrical work, carpentry, waterproofing, tiling, installations and other agreed property-maintenance work.
Only the work listed in an accepted quotation, job card or written instruction is included in the service.
Quotations are based on the information available at the time of inspection or enquiry.
Any hidden damage, additional defects or extra work discovered after work begins will be reported to the customer. Additional work may require a revised quotation or separate written approval before it is performed.
A quotation may be subject to a validity period stated on the quotation. Prices may change after that period due to changes in labour, material or supplier costs.
The person accepting the quotation confirms that they are the property owner or are authorised by the owner, landlord, managing agent, tenant, body corporate or business to approve the work.
For rental properties, the landlord, agent and tenant must agree among themselves who is responsible for payment and approval. BackYard Co. will rely on the written instructions received from the person placing the order.
The customer must provide safe and reasonable access to the property at the agreed date and time.
Delays, additional visits or standing time caused by unavailable access, locked areas, tenants, security restrictions or incorrect information may result in an additional charge, where agreed or permitted by law.
The customer must inform us before work begins of any known hazards, concealed pipes, electrical cables, structural problems, asbestos, security systems or other risks at the property.
Materials supplied by BackYard Co. will be selected according to the accepted quotation, availability and suitability for the agreed work.
Where a specified material is unavailable, a reasonably comparable alternative will only be used after consultation with the customer.
Materials supplied by the customer are used at the customer’s risk. We do not guarantee the quality, lifespan, suitability or performance of customer-supplied materials. However, our workmanship in installing those materials may still be covered where the problem was caused directly by our installation.
Manufacturer or supplier warranties apply separately according to their own terms. Where reasonably possible, we will assist the customer with a valid manufacturer warranty claim.
BackYard Co. provides a 6 to 12-month workmanship guarantee, depending on the nature of the work, the materials used and the conditions of the property.
The applicable guarantee period will be stated on the quotation, invoice, job card or completion document.
As a general guideline:
• Minor maintenance and repair work may carry a 6-month guarantee.
• Standard installations and larger repair projects may carry a 12-month guarantee.
• Temporary repairs, emergency work or work performed on an already damaged or deteriorated surface may carry a limited guarantee stated in writing before work begins.
The guarantee starts on the date the work is completed, unless another date is confirmed in writing.
The workmanship guarantee covers defects caused directly by:
• Incorrect or defective workmanship by our team
• Improper installation by our team
• Failure of completed work to meet the agreed written specification
• A reasonable failure in the quality of the service provided
If a valid claim is confirmed, BackYard Co. will inspect and rectify the affected workmanship within a reasonable period and at no additional labour charge.
The remedy will depend on the nature and extent of the problem and will remain subject to the customer’s rights under applicable law.
The guarantee does not cover problems caused by:
• Normal wear and tear
• Misuse, neglect, abuse or accidental damage
• Failure to maintain the property or completed work
• Water leaks, damp, mould or structural movement not caused by our work
• Pre-existing defects or concealed damage
• Defective building design, foundations, roofing or drainage
• Storms, flooding, fire, lightning, pests or other events outside our reasonable control
• Work altered, damaged or repaired by another contractor or person
• Materials supplied by the customer, except where the defect was caused directly by our installation
• Colour fading, minor shade differences or normal material ageing
• Damage caused by tenants, occupants, employees, customers or visitors
• Temporary repairs where a permanent repair was recommended
• Failure of surrounding surfaces, old materials or parts that were not included in our work
• Failure by the customer to follow care or maintenance instructions
The guarantee applies only to the specific work completed by BackYard Co. and not to the entire property, system, structure or appliance.
A guarantee claim must be reported as soon as reasonably possible after the problem is discovered and within the applicable guarantee period.
The customer should provide:
• Their name and contact details
• Property address
• Invoice, quotation or job number
• A description of the problem
• Photographs or videos, where available
The customer must allow us reasonable access to inspect the affected work before another person repairs, removes or alters it.
Submitting a claim does not automatically mean that the claim is covered. Coverage will be determined after inspection.
Emergency work may be performed to make an area temporarily safe or prevent further damage.
A temporary or emergency repair is not automatically considered a permanent solution. Where further work is required, this will be explained to the customer and may be quoted separately.
Any guarantee applying to an emergency or temporary repair will be stated in writing.
The customer or authorised representative should inspect the work after completion and report any visible concern as soon as reasonably possible.
Signing a job card or completion document confirms that the work was received, but it does not remove any rights the customer may have under applicable law or the written guarantee.
Payment terms will be stated on the quotation or invoice.
Deposits may be required for materials, bookings or larger projects. Unless otherwise agreed in writing, balances become payable when the work is completed or when the relevant payment stage is reached.
Materials ordered specifically for a customer may be non-returnable where suppliers do not accept their return, subject to applicable consumer law.
We will make reasonable efforts to complete work within the estimated timeframe.
Completion may be delayed by weather, restricted access, hidden damage, unsafe working conditions, supplier shortages, additional work, customer changes or other circumstances outside our reasonable control.
The customer will be informed of significant delays where reasonably possible.
We will take reasonable care while working at the property.
The customer should remove or protect fragile, valuable or personal items from the work area. We are not responsible for damage resulting from undisclosed defects, unsafe structures, hidden services or circumstances outside our reasonable control.
Nothing in this policy excludes or limits liability where doing so would be unlawful.
Cancellations and changes must be communicated in writing as soon as possible.
The customer may be responsible for work already completed, approved materials already ordered and reasonable costs already incurred, subject to applicable law and the terms of the accepted quotation.
Nothing in this policy is intended to exclude, restrict or replace any rights or remedies available under the Consumer Protection Act 68 of 2008 or any other applicable South African law. The Act protects consumers’ rights relating to the quality and timely performance of services.
If any part of this policy conflicts with applicable law, the applicable law will take priority.
By accepting a quotation, authorising work or allowing work to begin, the customer confirms that they have read and accepted this policy together with the applicable quotation, invoice, job card and written project specifications.
Company: BackYard Co.
Registration: Private ownership
Phone: 066 253 7293
Email: info@backyardco.co.za
Business address: Gauteng, South Africa
Guarantee claims email: info@backyardco.co.za