Residential Terms of Service

1. About us

This Website, www.pluslifehealth.com.au (“Website”), is operated by Wellness Technology Australia Pty Ltd (ACN 661 558 229), trading as PlusLife Health Pty Ltd (“PlusLife Health,” “we,” “us,” or “our”). Our registered office is located at Suite 806 35-45 Spring Street, Bondi Junction NSW 2022 Australia . PlusLife Health designs and manufactures premium wellness solutions, including handcrafted ice baths, cold plunge systems, traditional and infrared saunas, contrast therapy pools, combination hot-and-cold therapy units, and a full range of maintenance products. Our Products are engineered for both residential and commercial use, serving individuals, athletes, wellness centres, gyms, retreats, and recovery facilities (collectively, the “Products”). 

2. Definitions

In these Terms of Service, unless the context otherwise requires:

ACL means the Australian Consumer Law set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

Agreement means the agreement between the Customer and PlusLife Health formed upon acceptance of these Terms.

Basic Maintenance Requirements means the minimum care obligations, cleaning routines, and environmental conditions required to maintain warranty coverage for Products, as outlined in Schedule 4 and/or any Product manuals or guidance materials provided by PlusLife Health.

Business Day means a day that is not a Saturday, Sunday, or public holiday in New South Wales, Australia.

Chiller means a cooling unit or system used in connection with PlusLife Health’s ice baths or plunge pools to regulate water temperature, whether integrated or freestanding.

Confidential Information has the meaning given in Clause 21 of these Terms.

Cooling-Off Period means the period of forty-eight (48) hours following submission of an Order during which a Customer may cancel the Order for a full refund, subject to the provisions of Schedule 2.

Customer, “you”, or “your” means any individual or entity accessing the Website, placing an Order, or purchasing Products or Services from PlusLife Health.

Force Majeure Event means any event or circumstance beyond a party’s reasonable control, including but not limited to acts of God, natural disasters, pandemics, industrial disputes, failure of suppliers or carriers, utility outages, cyber-attacks, or government restrictions.

Minor means a person under the age of eighteen (18) years.

Order means a request or submission by the Customer to purchase one or more Products or Services, whether via the Website or otherwise, which is subject to acceptance by PlusLife Health.

Out-of-Warranty means a Product or part for which the applicable Warranty period has expired or which otherwise falls outside the scope of Warranty coverage under these Terms.

PlusLife Health, “we,” “us,” or “our” means Wellness Technology Australia Pty Ltd (ACN 661 558 229), trading as PlusLife Health.

Product(s) means any wellness equipment, unit, accessory, component, or consumable supplied by PlusLife Health, including but not limited to ice baths, cold plunge systems, chillers, saunas, hot-and-cold contrast units, and related accessories.

Remote Diagnostics means the troubleshooting process conducted by PlusLife Health support staff based on information submitted by the Customer (e.g. video, photos, descriptions), prior to any Technician Dispatch.

Repair Centre means the authorised PlusLife Health facility located in Sydney, Australia, or any other designated facility, where Products may be returned for inspection, servicing or repair.

Schedule(s) means any appendix or schedule attached to or referenced in these Terms, including Schedule 1 (Services), Schedule 2 (Shipping & Returns), Schedule 3 (General Warranty Terms), and Schedule 4 (Warranty Terms for Ice Baths and Saunas), each of which forms part of this Agreement.

Service(s) means any activity or assistance provided by PlusLife Health in connection with its Products, including but not limited to consultation, configuration, technical support, shipping, installation guidance, maintenance, diagnostics, repairs, or Warranty servicing.

Technician Dispatch means the authorisation and coordination of an on-site visit by an approved technician or service provider for the purpose of diagnosing or repairing a Product, in accordance with Clause 10 of these Terms.

Terms means these Terms of Service, including any incorporated Schedules, policies, procedures, disclaimers, and any subsequent updates published by PlusLife Health.

Warranty means the express limited warranty offered by PlusLife Health under Schedule 3 and/or Schedule 4, in addition to any non-excludable rights or remedies available to the Customer under the ACL.

Warranty Exclusions means the set of conditions, acts, or circumstances under which Warranty coverage does not apply, including but not limited to neglect, misuse, unauthorised modification, or environmental exposure, as described in Schedules 3 and 4.

Website means www.pluslifehealth.com.au or any related subdomains or digital platforms operated by PlusLife Health.

Wholesale Client means any Customer that purchases PlusLife Health Products for the purpose of resale or distribution.

3. Acceptance of Terms

• 3.1 By accessing or using the Website, you (“Customer,” “you,” or “your”) agree to be bound by these Terms of Service (“Terms”) and enter into a legally binding agreement with PlusLife Health (“Agreement”). If you do not accept these Terms, you must refrain from using the Website or purchasing any Products or services (“Services”).
• 3.2 These Terms govern:
  • your access to and use of the Website;
  • any purchase of Products or Services made through the Website; and
  • your rights and responsibilities as a Customer.
• 3.3 We may amend these Terms at any time. Updated versions will be published on this page with a “Last Updated” date. Continued use of the Website or the purchase of Products after changes have been posted constitutes your acceptance of the revised Terms.
  

4. Eligibility

You must be at least eighteen (18) years of age to use this Website or to order and/or purchase any Products or Services. By accessing the Website or placing an order (“Order”), you confirm that you are over the age of eighteen (18) and that you have the legal capacity to enter into a binding agreement with us. If you are under the age of eighteen (“Minor”), you must immediately cease using the Website. We reserve the right, at our sole discretion, to cancel or terminate any Order or purchase made by a Minor.

5. User Accounts

5.1 To access certain features of the Website, including placing Orders, viewing purchase history, or managing warranty claims, you may be required to create a user account. You agree to provide accurate, current, and complete information during the registration process and to update such information promptly if it changes.

5.2 You are solely responsible for maintaining the confidentiality of your login credentials (username and password) and for restricting access to your device or account. You accept full responsibility for all activities that occur under your account, whether or not authorised by you. PlusLife Health will not be liable for any loss or damage arising from your failure to safeguard your account information.

5.3 You must immediately notify us using the contact information specified in clause 22 if you suspect any unauthorised access to or use of your account. We reserve the right to suspend or terminate any account that is found to be compromised, used fraudulently, or in breach of these Terms.

6. Website Use and Conduct

6.1 You agree not to misuse the Website or interfere with its normal operation. This includes, but is not limited to:

• • gaining or attempting to gain unauthorised access to our systems;
  • engaging in any form of Hacking, mail bombing, overloading, or introducing malicious software; and
  • interfering with the experience of other users.

6.2 For the purpose of these Terms, “Hacking” includes any unauthorised access, malicious interference, or disruption of any computer network, server or Website functionality.

7. Website Content and Product Information

7.1 PlusLife Health makes every effort to provide accurate, current, and complete information about our Products and Services on our Website. However, we do not warrant the completeness, accuracy, or reliability of any content. Product specifications, features, and availability are subject to change without notice.

7.2 All images of our Products displayed on the Website are for illustrative purposes only. Actual colours, finishes, dimensions, and features may vary due to manufacturing variations, material differences, or the settings of your display device.

7.3 We reserve the right to update, modify, or remove any content from our Website at any time, including but not limited to Product descriptions, pricing, availability, or promotions, without prior notice.

7.4 Product availability, specifications, shipping options, and promotional offers may vary depending on your country or region. International customers should ensure they are viewing the appropriate version of the Website and seek region-specific support where applicable.

7.5 To the maximum extent permitted by law, PlusLife Health disclaims all liability arising from reliance on Website content, including decisions made based on Product descriptions, recommendations or visuals.

7.6 If you believe that any information on our Website is inaccurate, outdated, or misleading, please notify us using the contact information provided in clause 22.

8. Services 

The full scope of services that may be provided to you under these Terms is detailed and described in Schedule 1 (“Services”), which is attached to these Terms and incorporated by reference.

9. Orders

9.1 Order Requirements

• • Before placing an Order, please ensure that you have reviewed your selections carefully and provided all necessary details requested by PlusLife Health. These may include voltage requirements, plug type for your country or region, accessory selections and delivery instructions and contact details.
    
  • All payments must be made prior to dispatch. Failure to pay the final 50% deposit within the payment terms specified may result in delays to your Order.
    
  • Please note that shipping prices provided at checkout represent an initial deposit of approximately 40-50% of the estimated shipping costs. The final shipping cost will be calculated at the time of dispatch and may differ from this initial estimate. If the final cost is higher than the deposit paid, the difference will be invoiced prior to dispatch and must be paid before shipping can proceed. If the final cost is lower than the deposit, the difference will be refunded.
  • Incomplete Orders may cause delays or prevent processing.

9.2 Formation of Contract

• • To place an Order via our Website, you must follow the onscreen prompts. 
  • By placing an Order through the Website, you make an offer to purchase the selected Products at the advertised price, subject to these Terms. A binding contract is formed only when:
  • you submit an Order electronically through our Website;
  • you confirm your Order details at the checkout;
  • we receive full payment, including any applicable delivery or handling charges; and
  • you will receive an Order confirmation from PlusLife Health confirming acceptance of the Order in writing via email.
  • Notwithstanding the formation of a binding contract, PlusLife Health is not obligated to dispatch any Products until:
    
    • full payment has been received, including any balance payments due and any additional delivery or handling charges determined at the time of dispatch; and
    • Order requirements specified in clause 9.1 have been satisfied.
      
  • All Orders are subject to final confirmation and acceptance by PlusLife Health.

9.3 Order Confirmation

• • We will issue an initial confirmation acknowledging receipt of your Order. This does not constitute acceptance.
  • Your Order is only confirmed and accepted when:
    • full payment is received and confirmed in our database;
    • your Order is recorded in our system; and
    • a formal Order confirmation is sent to you via email.
  • While an Order may be confirmed with an initial deposit payment, please note that Products will not be dispatched until full payment is received, including any balance payments and any additional delivery or handling charges determined at the time of dispatch.

9.4 Rejection or Cancellation by PlusLife Health

• • PlusLife Health reserves the right to accept or reject any Order at its sole discretion, for any reason, including but not limited to:
    • errors in advertised prices or Product descriptions;
    • errors in your Order submission; 
    • limited availability or discontinued Products; and 
    • fails to make payment or payment not being properly completed.
  • If we reject your Order, we will notify you by email or telephone and arrange for a full refund of any payments made.

9.5 Price Changes and Adjustments

• • If a pricing error is identified after your Order is placed, we will notify you prior to processing of the Order. We may also vary pricing in response to supplier changes, shipping surcharges, or other market conditions with reasonable prior notice.
  • If a price increase affects an Order already placed, you will be notified and given the option to cancel the Order within seven (7) days of receiving notice. If you do not cancel, the revised price will apply.

9.6 Order Amendments

If you wish to change your Order after submission, you must contact us as soon as possible using the contact information outlined in clause 22. Amendments may not be possible once production has commenced, and customised or made-to-order Products cannot be changed after the 48-hour cooling-off period has passed.

9.7 Customer Acknowledgement

By placing an Order, you confirm that you:

• • have reviewed and approved all customisation or configuration details;
  • understand and accept your responsibilities regarding access, delivery and installation; and 
  • will comply with any local laws or regulations relating to Product installation or use.
    

10. Payment Terms 

10.1 Payment Methods

• • We offer the following payment options:
    
    • 50% deposit at the time of Order with the balance due within fourteen (14) days of the initial payment; or 
      
    • 100% upfront payment at the time of Order.
      
  • All payments must be made using one of the approved payment methods displayed at checkout. We accept Visa, Mastercard, credit cards, debit cards and direct deposit to our nominated bank account (where offered).
    
  • A 3% surcharge applies to credit card payments. By submitting payment through credit card, you represent and warrant that you are the authorised cardholder.
  • For certain Products (e.g. PlusLife Ice Bath), we may allow payment of a 50% deposit at the time of placing an Order. Where this option is available and selected, the remaining 50% must be paid within fourteen (14) days, unless otherwise specified in writing. Failure to pay the remaining balance on time may result in a delay in delivery, cancellation of your Order, or forfeiture of your deposit.
  • Regardless of the payment option selected, all payments must be received in full before any Products will be dispatched.

10.2 Payment Gateway & Security

• • All credit card payments are securely processed through Stripe (“Stripe”), our third-party payment gateway. All sensitive payment information is encrypted and securely stored within Stripe’s systems in accordance with industry-standard security protocols.
  • While we take reasonable steps to protect your payment and personal information, PlusLife Health is not liable for unauthorised access or fraudulent use of your payment method, to the extent permitted by law.

10.3 Pricing and GST

All prices displayed on the Website are in Australian Dollars (“AUD”) and are inclusive of Goods and Services Tax (“GST”) unless otherwise indicated. Additional shipping, handling, or transaction fees (if applicable) will be calculated and shown at checkout.

10.4 Currency Conversion and International Charges

• • If you are ordering from outside Australia, your financial institution may apply currency conversion fees or international transaction charges. PlusLife Health is not responsible for these additional charges. 
    
  • For international Orders (delivered outside of Australia), any importation fees, tariffs, duties, taxes, or other customs charges imposed by the destination country are not included in our prices and must be paid directly by you. PlusLife Health is not responsible for calculating, collecting, or remitting these charges, and we cannot predict what additional costs may be imposed by your local customs authorities. 
    
  • You are solely responsible for ensuring compliance with all import regulations in your country and for paying any applicable importation fees. Failure to pay required customs duties or taxes may result in the package being returned, destroyed, or held by customs authorities, and PlusLife Health will not be responsible for such outcomes or any resulting costs.

10.5 Electronic Instruction and Transmission Disclaimer

• • Delays or failures in receiving payment instructions may occur due to circumstances beyond our control, including electronic, software, or network issues.
  • To the extent permitted by law, PlusLife Health is not liable for any loss, delay, or damage resulting from:
    • failed transmission of an electronic payment instruction; and/or
    • delays caused by third-party providers, platforms, or systems.
  • We may act on any payment or instruction received through our Website without further verification of its source or authenticity.

10.6 Failed Payments or Disputes

If your payment is unsuccessful or reversed, your Order will not be processed or may be cancelled as outlined in clause 8.4(a)(iv). You are responsible for any bank fees, chargeback costs, or administrative fees arising from disputed payments. We reserve the right to recover outstanding amounts through lawful means, including third-party recovery services if necessary.

10.7 Late Payment (for Invoiced or Wholesale Orders)

• • If payment terms are extended via invoice (e.g. for wholesale or special Orders), full payment must be received by the due date stated on the invoice.
  • Late payments may incur interest at the rate of 5% per month, calculated daily.
  • We reserve the right to withhold delivery until payment is received in full.
    

11. Repair Process & Technician Dispatch

In the event of a Product issue, we follow a structured, multi-step repair process that prioritises remote diagnostics before dispatching technicians.

11.1 Remote Diagnostic Procedure (Required First Step)

• • Before any technician is dispatched, Customers must participate in a structured remote diagnostic process. This includes:
    • responding to support communications within a reasonable timeframe;
    • providing video footage showing the issue in detail, including:
      • startup sequence,
      • hose operation and connections;
      • display screens and error codes (if applicable); and
      • any other requested information that helps replicate or identify the issue.
  • These submissions enable our team to assess the fault and determine whether the issue can be resolved remotely or requires technician intervention.
  • If video footage is not provided or diagnostic cooperation is incomplete, technician dispatch may be denied and support may be limited until sufficient information is received.

11.2 Technical Escalation Framework

Level 1: Initial Support

• • • Enquiries are handled via email, phone, or live chat by our support team.
    • Includes guidance on setup, troubleshooting, and maintenance.
    • Target response time is 3 to 5 Business Days (AEST).

Level 2 – Technical Escalation

• • • If the issue is not resolved at Level 1, it is escalated to our technical team.
    • Customers must provide required supporting media as outlined in clause 10.1(a)(ii).
    • This remote diagnostic process is mandatory prior to any technician being dispatched.

Level 3 – Technician Dispatch

• • • If Level 2 diagnostics confirm that the issue cannot be resolved remotely, PlusLife Health will determine the appropriate repair solution based on the nature of the issue, warranty status, and product type.
    • Sydney Repair Centre (Default Option): 
      • For ice baths and related equipment, the default repair solution is return to our Sydney Repair Centre.
      • For Products under warranty, PlusLife Health will cover return shipping costs to the Repair Centre (subject to limitations in clause 11.4).
      • For Products outside of warranty, the Customer is responsible for all shipping costs to and from the Repair Centre and applicable labour fees.
      • The Sydney Repair Centre typically offers more cost-effective labour rates compared to on-site technician visits. 
    • Technician Dispatch (By Approval Only): 
      • Technician dispatch is available only when specifically authorized by PlusLife Health or when requested by the Customer with agreement to cover all associated costs. 
      • For Products under warranty, if PlusLife Health determines a technician visit is necessary, we will cover authorized labor costs (subject to limitations in clause 11.4). 
        
      • For Products outside of warranty, or when a Customer requests a technician instead of using the Repair Centre, the Customer is responsible for all technician labour costs. 
        
      • Approval is at our sole discretion and is subject to warranty status, geographic availability, safety conditions, and the serviceability of the location.
      • Technician dispatch may be refused if:
        • the issue is reasonably correctable by the Customer;
        • the Product is out of warranty and the Customer declines to cover associated costs; or
        • required diagnostic materials are not provided or are inconclusive.
      • Technician dispatch will be determined in good faith based on technical assessments. Customers may request a secondary review if dispatch is declined.
      • PlusLife Health will make reasonable efforts to respond to diagnostic escalations and dispatch requests within 2–3 business days. However, technician availability may vary based on region, scheduling capacity, and logistics.
      • No technician will be dispatched unless the Customer confirms in writing: 
        • understanding of applicable charges (if any); 
        • site access conditions; and 
        • any requested supporting information, including prior attempted remedies.

11.3 Technician Visit Requirements

• • If technician dispatch is approved, the Customer must:
    • ensure safe, unobstructed access to the unit;
    • ensure an adult is present at the location during the scheduled service window; and 
    • confirm the unit is located in a serviceable position (e.g., not buried, blocked, or locked away).
  • PlusLife Health reserves the right to reschedule or cancel technician visits if site access is unsafe or conditions are unsuitable.

11.4 Costs and Warranty Limitations
Repair services may be subject to charges depending on the warranty status and the nature of the repair:

• • Under Warranty
    • Labour and technician costs are limited to a maximum of AUD $500 per visit or 10% of the original Product value, whichever is lower. Any costs exceeding this limit are the  Customer's responsibility.
    • The following are excluded from warranty coverage regardless of warranty status:
      • Damage occurring during shipping or transport; 
        
      • Refrigerant-related repairs for Eco Chillers; 
        Relocation costs or damage resulting from relocation of saunas and ice baths after initial delivery; 
        
      • Repairs resulting from improper installation, use, or maintenance as described in Schedule 3, paragraph 7 and 8; and
        
      • Any other exclusions specified in Schedule 3, paragraph 7 (Warranty Exclusions).
        
  • For repairs conducted at the Sydney Repair Centre, PlusLife Health will cover return shipping costs up to AUD $90 each way. Any shipping costs exceeding this amount are the Customer's responsibility.
    
  • Out of warranty
    • Customers are responsible for all costs, including labour, parts, shipping, and any applicable call-out fees.
    • Labour rates for out-of-warranty repairs are:
      • Sydney Repair Centre: Standard bench rate of $80 per hour;
      • On-site technician visit: Starting from $120 per hour plus call-out fee and travel time (varies by location).
    • A discounted replacement or refurbished unit may be offered at our discretion if the unit is beyond economical repair, which will be determined by PlusLife Health's technical team based on diagnostic findings.
  • Cost estimates
    • Before proceeding with any repair that may incur customer charges, PlusLife Health will provide a cost estimate for approval.
    • Customers must provide written approval of estimated costs before repairs will commence.

11.5 Repair Centre Option

• • In certain cases, PlusLife Health may recommend that the Product be returned to our Sydney Repair Centre for further assessment and servicing.
  • Unless covered under warranty, the Customer is responsible for arranging and covering the cost of shipping to and from the Sydney Repair Centre. A flat-rate repair fee may apply, which will be communicated in advance.
  • The standard turnaround time for repairs is approximately 2 to 4 weeks from the date the Product is received, subject to the nature of the fault and parts availability.

11.6 Repair Job Tracking

PlusLife Health reserves the right to maintain internal job tracking records for all repair cases, including order references, diagnostics, customer communications, and service outcomes. This enables traceability, auditability, and efficient service delivery.

12. Obligations 

12.1 Customer Obligations

The Customer shall:

• • retain all relevant documentation, including proof of purchase, serial numbers, and correspondence relating to the Product and any service history;
  • provide timely and accurate responses to any service-related enquiries, including scheduling coordination, location details, and requested acknowledgements;
  • notify PlusLife Health in advance of any change to business operations or contact persons that may affect support, delivery, or ongoing service arrangements;
  • refrain from making false or misleading public statements in relation to any unresolved warranty claim while a good faith resolution process is ongoing; and 
  • cooperate with all administrative or audit procedures initiated by PlusLife Health in connection with service verification, warranty eligibility, or quality control.

12.2 PlusLife Health Obligations

PlusLife Health shall:

• • maintain internal service records and technical logs to support transparency and traceability in handling Customer claims and repairs;
  • provide clear communication regarding service timelines, expectations, and the scope of any repairs or replacements offered;
  • notify the Customer of any permanent discontinuation of a Product model that may affect ongoing support, and propose alternative solutions where applicable;
  • treat all Customer data and documentation obtained during warranty and support processes in accordance with its privacy obligations and applicable law; and
  • monitor the quality and performance of fielded units on an ongoing basis and, where necessary, initiate proactive service campaigns or product advisories to mitigate identified risks.
    

13. Safety And Electrical Warnings

13.1 Warning

• • Serious injury, property damage or death may occur if the following safety precautions are not followed. Use of PlusLife Health Products is at your own risk.
  • Customers are responsible for reading and complying with all safety instructions and electrical guidelines before operating any PlusLife Health Product.

13.2 General Safety Instructions 

• • Consult your doctor or a qualified healthcare professional before using any ice bath or wellness unit.
  • Do not use the Product without supervision if under the age of 18. Head submersion is done at your own risk and only under supervision.
  • Always use a bath mat or non-slip surface before stepping in or out of the Product to prevent slipping.
  • Do not overfill the tub. Overflow may result in water damage, electrical hazards, and unsafe surfaces.
  • Inspect your unit before each use. Do not use the Product if any visible damage is present.
  • Ensure all hose connections are securely locked in with the provided split pins.
  • Do not run the system unless it is fully filled with water. Wait at least five (5) minutes after filling before activating.
  • Ensure all electrical connections and plugs are fully compatible and grounded.
  • Keep the cover fastened when the unit is not in use.
    
  • Users should not use the ice bath immediately after installing it for the first 12 hours to ensure the cooling system has settled.
    
  • After installation of sauna, let the system run for 60 minutes before using to ensure everything is working correctly.

13.3 Electrical Safety Guidelines

• • Users must test the circuit breaker before using the ice bath each time it is used.
  • Sauna must be installed by a qualified electrician according to the specifications outlined in Schedule 5 - "PlusLife Sauna Installation & Specification Guide."
  • Confirm that your power supply matches the voltage requirements of your Product before use.
  • Use only properly grounded AC sockets. If used outdoors, a waterproof and grounded socket is required.
  • Do not operate the Product with wet hands. Dry your hands before handling plugs or controls.
  • Never submerge the machine in water or spray it directly. If used outdoors, a protective cover is recommended.
  • Do not operate the Product while inside the ice bath unless you are certain the AC outlet is properly grounded.
  • Ensure proper ventilation around the machine. Do not cover or block the unit’s fan.
  • Maximum ambient operating temperature is 45°C.
  • Keep children and pets away from the unit while in operation.

13.4 Important:

• • Do not remove or tamper with safety labels affixed to the Product. Replace any damaged or missing labels immediately.
  • By using a PlusLife Health Product, you acknowledge and agree that failure to follow the above safety instructions may void your warranty and increase the risk of injury, malfunction, or damage.
    

14. Limitation of Liability and Disclaimers

The following disclaimers apply to all purchases, installations and uses of PlusLife Health Products. These limitations exist to protect both PlusLife Health and our Customers, and do not restrict any mandatory consumer rights under Australian law.

14.1 Consequential and Indirect Damages

To the maximum extent permitted by law, PlusLife Health is not liable for any indirect, incidental, special, punitive, or consequential loss or damage of any kind, including but not limited to loss of profits, loss of business, lost revenue, loss of opportunity, reputational damage, or business interruption, arising out of or in connection with:

• • delays in manufacturing or delivery;
  • Product unavailability;
  • use or misuse of the Product;
  • inability to use the Product; or
  • any other circumstances beyond our reasonable control.

This includes any additional costs incurred due to project delays, scheduling disruptions, or reliance on estimated delivery or production timelines, which are subject to change without notice.

14.2 Installation and Local Compliance

• • Customers are solely responsible for ensuring that the installation and use of PlusLife Health Products complies with all relevant local, state, and territory laws, regulations, and safety standards, including but not limited to:
    • fencing, water safety, and pool/spa regulations (e.g., as applicable in Queensland and other jurisdictions);
    • electrical and plumbing compliance requirements; and 
    • permits and certifications required by local authorities.
  • PlusLife Health does not warrant or guarantee that its Products comply with the specific regulations of every jurisdiction. We strongly recommend that Customers consult with local authorities or licensed professionals prior to installation to ensure compliance.
  • PlusLife Health does not guarantee on-site technical support in all regions. Access to warranty services may vary based on your location.
  • Support services, including technician dispatch and on-site repairs, are subject to regional availability as outlined in clause 10.2 (c). PlusLife Health makes no guarantee of technician availability in all areas, and delays or service limitations may occur based on location.
  • We disclaim all liability for:
    • non-compliance with legal requirements;
    • failure by the Customer to obtain necessary approvals or certifications;
    • local enforcement actions or penalties; and
    • delays in support or technician availability due to geographic or logistical constraints.

14.3 Product Use and Safety Disclaimers

• • PlusLife Health Products are not medical devices and must not be used as treatment, prevention, or cure for any injury or health condition. These Products are not toys and are not intended for use by children without strict supervision. Customers must:
    • strictly follow all safety instructions provided in the Product manual, on the Product, or on our Website;
    • prevent access or use by children unless under active adult supervision, and never leave children unattended in or near any Product due to risks such as drowning, slipping, or falling;
    • immediately cease use of any Product that shows signs of damage, malfunction, or missing parts; and
    • use only authorised replacement parts and approved service providers.
  • Failure to follow these safety obligations, including inappropriate installation, use of non-genuine components, unauthorised modifications or repairs, or exposure to unsuitable environments (e.g. corrosive water, poor ventilation, or outdoor exposure without adequate protection) will void the warranty and release PlusLife Health from all liability.
    
  • Electrical installation by a non-recommended electrician voids electrical installation related claims as this may have been installed incorrectly and PlusLife is not liable.

14.5 Statutory Guarantees

Nothing in this clause excludes any rights or remedies you may have under the Australian Consumer Law (“ACL”) or other applicable consumer protection laws that cannot be excluded, restricted, or modified. This warranty is in addition to any statutory guarantees and remedies that may be available to you.

15. Intellectual Property 

15.1 All content available on or through the Website, including but not limited to text, graphics, logos, icons, product images, audio, video, user interfaces, designs, and software (collectively, “Content”), is the property of PlusLife Health or its content suppliers and is protected by applicable Australian and international copyright, trademark, and intellectual property laws.

15.2 All trademarks, service marks, trade names, and logos displayed on the Website are the property of PlusLife Health or their respective owners. Use of any such marks without the prior written consent of the relevant owner is strictly prohibited.

15.3 You may access and use the Website and its Content for your personal, non-commercial use only. You must not:

• • reproduce, duplicate, copy, sell, resell, modify, adapt, distribute, display, publish, or exploit any portion of the Website or its Content without the express prior written consent of PlusLife Health;
  • use any data mining, scraping, robots, or similar data gathering or extraction tools;
  • frame, mirror, or otherwise incorporate any portion of the Website into another website or service without permission; or
  • use any intellectual property of PlusLife Health in a manner that misrepresents your relationship with us or implies sponsorship or endorsement.

15.4 The Website may include content, trademarks, or materials owned by third parties. All such content remains the property of its respective owners and is used by PlusLife Health under licence or as otherwise permitted by law.

16. Privacy Policy

Your use of our Website is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Our Privacy Policy can be found at https://pluslifehealth.com.au/pages/privacy-policy.

17. Confidential Information

17.1 For the purposes of these Terms, “Confidential Information” refers to any non-public information, data, or materials disclosed by one party (“Disclosing Party”) to the other party (“Receiving Party”) in connection with the purchase, development, supply, or support of products or services. Confidential Information includes, but is not limited to, proprietary designs, technical specifications, pricing details, formulations, and business operations that:

• • are expressly marked or identified as confidential; or
  • would reasonably be understood to be confidential given the nature of the information and the circumstances of disclosure.

17.2 The Receiving Party agrees to:

• • Maintain the confidentiality of the Confidential Information and not disclose it to any third party without the prior written consent of the Disclosing Party;
  • Use the Confidential Information solely for the purposes of performing its obligations under these Terms; and
  • Take all reasonable measures to protect the Confidential Information, using safeguards at least as strict as those it uses to protect its own confidential information.

17.3 Confidential Information does not include information that:

• • Becomes publicly available through no breach of these Terms by the Receiving Party;
  • Was already lawfully known to the Receiving Party at the time of disclosure;
  • Is lawfully disclosed to the Receiving Party by a third party not under a duty of confidentiality; or
  • Is independently developed by the Receiving Party without the use of or reference to the Confidential Information.

17.4  Upon termination of these Terms, or upon written request by the Disclosing Party, the Receiving Party shall promptly return or securely destroy all materials containing or derived from the Confidential Information (including any copies), and confirm in writing that it has done so.

18. Non-Solicitation

18.1 During the time period you remain a Customer of PlusLife Health, and for a period of twelve (12) months following the completion of any Services or termination of the commercial relationship (whichever is later), neither party shall directly or indirectly:

• • Solicit, induce, or encourage any employee, contractor, or representative of the other party to leave their position;
  • Hire or engage any such individual for employment or consultancy outside the scope of these Terms, without the prior written consent of the other party.

18.2 This clause applies to all individuals who were materially involved in the delivery, support, manufacture, or customisation of any Product or Service under these Terms.

18.3 Each party acknowledges that this restriction is reasonable in duration and scope and is necessary to protect legitimate business interests, including the stability of workforce relationships and the integrity of service delivery.

19. Dispute Resolution Procedure

19.1 If a dispute arises out of or in connection with this Agreement, including its interpretation, performance, validity, breach, or enforceability (“Dispute”), the Parties shall seek to resolve the Dispute in accordance with the procedures outlined in this clause.

19.2 Either Party may initiate the dispute resolution process by serving written notice of the Dispute to the other Party, setting out its nature, particulars, and any supporting documents (“Dispute Notice”). Upon receipt of the Dispute Notice, the designated representatives of both Parties shall engage in good faith negotiations to resolve the Dispute within thirty (30) days.

19.3 If the Dispute is not resolved through negotiation within the specified timeframe:

• • The Parties shall attempt to resolve the Dispute through mediation;
  • The Parties must jointly agree on a mediator and their remuneration within five (5) business days following the negotiation period. If the Parties cannot agree, either Party may request the President (or nominee) of the Law Society of New South Wales (or equivalent professional body) to appoint a mediator and determine their remuneration; and 
  • The Parties shall participate in the mediation in good faith, follow the mediator’s instructions, and use reasonable efforts to resolve the Dispute within twenty (20) business days of the mediator’s appointment (or such other period agreed by the Parties).

19.4 If mediation fails to resolve the Dispute within the specified timeframe, the Dispute shall be resolved by final and binding arbitration. The arbitration shall be conducted in Sydney, New South Wales, in accordance with the Arbitration Rules of the Australian Centre for International Commercial Arbitration (“ACICA”) then in effect. The arbitration shall be conducted in English by a sole arbitrator appointed in accordance with those rules.

19.5 The costs of the mediation and/or arbitration, including the mediator’s or arbitrator’s fees, shall be shared equally by the Parties unless otherwise agreed in writing.

19.6 Nothing in this clause prevents either Party from seeking urgent interlocutory or injunctive relief from a court of competent jurisdiction where necessary to prevent irreparable harm or to preserve legal rights.

20. Force Majeure 

Neither Party shall be liable for any delay or failure in performing its obligations under this Agreement if such delay or failure arises from events beyond its reasonable control, including but not limited to acts of God, natural disasters, epidemics, pandemics, war, terrorism, government regulations or changes in law, labour strikes, failure of third-party service providers, power or internet outages, or other events of similar nature ("Force Majeure Event"). If a Force Majeure Event continues for more than thirty (30) days, either Party may terminate this Agreement in accordance with clause 20 upon written notice.

21. Termination

21.1 We may terminate or suspend your account and access to our Website or Services immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms. 

21.2 Upon termination, your right to use the Website and Services will cease immediately. Any provisions of these Terms which by their nature should survive termination shall survive, including but not limited to ownership provisions, warranty disclaimers, indemnities, and limitations of liability.

22. General 

22.1 Entire Agreement

These Terms, together with any additional policies or schedules referenced herein, constitute the entire agreement between you and PlusLife Health and supersede all prior agreements and understandings. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty that is not set out in these Terms.

22.2 Severability

If any provision of these Terms is found to be unlawful, void, or for any reason unenforceable, that provision shall be severed from these Terms and shall not affect the validity and enforceability of the remaining provisions.

22.3 No Waiver

Our failure to enforce any right or provision of these Terms shall not be considered a waiver of such right or provision. Any waiver must be in writing and signed by the waiving party.

22.4 Assignment

You may not assign or transfer your rights or obligations under these Terms without prior written consent from PlusLife Health. We may assign or transfer our rights and obligations at any time without notice or restriction.

22.5 Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.

23. Contact Information

If you have any questions about these Terms, please contact us at:

PlusLife Health Pty Ltd

Email: support@pluslifehealth.com.au

Phone: +61 2 9538 7727

24. Schedules and Annexures

24.1 Incorporation of Schedules 

The following Schedules form part of these Terms of Service and are binding on all Customers purchasing or using the specified Products or availing the Services.

24.2 Schedule References

• • Schedule 1: Services
  • Schedule 2: Shipping And Returns Policy
  • Schedule 3: General Warranty Terms 
  • Schedule 4: Warranty Terms for PlusLife Health Range of Ice Baths and Saunas

24.3 Interpretation of Schedules

• • In the event of any inconsistency between these Terms and any Schedule, the terms of the Schedule will prevail to the extent of the inconsistency for the specific Product and/or Service covered by that Schedule. 
  • All Schedules are to be read in conjunction with these Terms and form an integral part of the Agreement between Plus Life Health and the Customer. 

Schedule 1 – Services

This Schedule outlines the Services provided by PlusLife Health and forms part of the Terms of Service.

1. Product-Related Services and Support

PlusLife Health designs, supplies, and services premium handcrafted wellness solutions for residential and commercial use. Our Services are structured around the following core Product categories:

1.1 Ice Bath & Cold Plunge Solutions

PlusLife Health provides:

• • Design consultation and configuration of freestanding or portable ice bath units;
  • Integration of temperature control systems, including installation guidance and ongoing support.

1.2 Sauna Services inclusions

Our sauna services include:

• • Supply of indoor and outdoor saunas in a range of custom sizes;
  • Options for barrel or cube-style builds based on space and usage preference;
  • Support for electric heating systems;
  • Ongoing care support and maintenance guidance; and
  • Custom sauna design services.

1.3 Sauna Services exclusions

PlusLife Health does not provide:

• • assembly or installation services directly. These services must be arranged with third-party providers;
  • consultation or advice on assembly or installation.
  • any electrical work, including connecting the sauna heater to your power supply. This must be performed by a qualified electrician, which is the customer's responsibility to arrange.
  • PlusLife Health is not responsible for any issues arising from electrical installation.
  • While PlusLife Health may recommend preferred partners for assembly and electrical installation, these recommendations do not constitute an endorsement or warranty of their services, and PlusLife Health is not liable for any issues arising from third-party services.

1.4 Pools & Recovery System Services

For hydrotherapy and contrast therapy applications, PlusLife Health provides:

• • Design, supply, and support for freestanding or in-ground cold plunge pools;
  • Consultation on modular or pre-fabricated pool systems for both residential and commercial use;
  • System configuration compatible with PlusLife Health chillers, filters, and control units; and
  • Customisation in size, finish, and application for gyms, clinics, recovery centres, or private clients.

1.5 Maintenance Product Support

To ensure optimal long-term use of your system, we provide:

• • supply of sanitisation kits (including bromine and chlorine-free options);
  • tools and instructions for cleaning and routine maintenance; and 
  • access to replacement parts, filters, and consumables, along with instructional guidance and troubleshooting resources.

2. Scope of Services

PlusLife Health provides the following services in connection with its Products:

2.1 Product Supply

PlusLife Health provides full Product supply services, including:

• • manufacturing and assembly of items in accordance with our product range, unless custom specifications have been agreed upon in writing;
  • quality assurance and safety testing prior to dispatch; and
  • coordination of shipping and delivery to the Customer’s nominated address, in accordance with the terms outlined in this Schedule.

2.2 Customer Support and Technician Services

Customer support services and the technical escalation process are detailed in clause 10 of the Terms. These include support levels, remote diagnostics, and technician dispatch procedures.

2.3 Warranty Support and Out-of-Warranty Support

Coverage for repairs or replacements of eligible faults within the applicable warranty period, as well as out-of-warranty support options for issues beyond the warranty coverage, is outlined in Schedule 3.

Schedule 2 – Shipping & Returns Policy

1. SHIPPING POLICY

1.1 Delivery Areas

PlusLife Health delivers Products Australia-wide and may accommodate international shipping upon special request. To confirm availability or obtain a customised shipping quote, please contact us using the details provided in clause 3 of this Schedule.

• All delivery prices are subject to the following conditions:
  • For Customers who receive a custom delivery quote after speaking with our team:
  • The quoted price is indicative only and based on shipping rates available on that day.
  • Final shipping prices may fluctuate by up to 20% above or below the indicative pricing provided.
  • For Customers who purchase directly through our Website without a custom quote:
  • The shipping amount shown at checkout serves as a shipping deposit only, typically representing 40-50% of the expected total shipping cost. 
    
  • The final shipping cost will be calculated at the time of dispatch and may be significantly higher than the deposit paid.

1.2 Shipping Methods and Timeframes

• All Orders are shipped using standard road freight, unless otherwise arranged.
• Estimated shipping time within Australia is 3–7 business days after dispatch.
• Express shipping may be available for smaller accessories. Please contact us to enquire.
• Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to courier schedules, customs (for international orders) or other external factors beyond our control.

1.3 Shipping Costs

• Shipping prices provided at checkout represent an initial deposit of approximately 40-50% of the estimated shipping costs. The final shipping cost will be calculated at the time of dispatch and may differ from this initial estimate. If the final cost is higher than the deposit paid, the difference will be invoiced prior to dispatch and must be paid before shipping can proceed. If the final cost is lower than the deposit, the difference will be refunded. Shipping costs are calculated at checkout based on your location and Order size.
• If the shipping fee displays as $0, a manual quote is required. Please contact us before finalising your purchase.
• Free shipping may be offered during specific promotions or on selected accessories.
• For warranty-eligible repairs, PlusLife Health will cover standard freight costs only where the each-way shipping cost is AUD $90 or less.
• If the estimated shipping for warranty-eligible repairs exceeds this threshold, we may offer the following options:
  • Parts-Only Solution: For qualified issues that can be resolved without a technician visit, necessary replacement parts will be shipped to you with remote guidance on installation. This option is available only for simple repairs at PlusLife Health's discretion and after thorough diagnostic assessment.
  • Customer Co-Payment: You may opt for standard Product return to our Sydney Repair Centre or technician dispatch, but you will be responsible for the freight or travel cost above the $90 threshold.
  • On-Site Service Fee: For your convenience, you may request on-site service regardless of shipping costs. In such cases, a standard on-site service fee will apply, starting from AUD $300 plus travel expenses, which will be quoted based on your location.
    
• The determination of which repair option is most appropriate will be made by PlusLife Health's technical team based on the nature of the issue, warranty status, and logistical considerations.

1.4 International Shipping

• PlusLife Health ships to selected international destinations by special arrangement.
• Customers are solely responsible for any import duties, customs fees, taxes, or related charges imposed by the destination country.
• PlusLife Health is not liable for delays, refusals, or issues arising from customs clearance or international transit procedures.

1.5 Order Tracking

A tracking number may be provided by email once your Order has been dispatched. Customers are encouraged to monitor their tracking link for updates on estimated delivery dates and transit progress. 

1.6 Delivery Method

• Products are delivered on a pallet or crate, with curb side or front-door drop-off, subject to adequate access at the delivery location.
• Delivery services do not include unpacking, Product placement, or removal of packaging materials unless specifically arranged in advance and confirmed in writing.
• Delivery of oversized or bulky items (e.g. ice baths, saunas) is dependent on suitable site access, safety conditions, and any necessary handling equipment being available at the destination.

1.7 Delivery Requirements and Site Access

• Customer Responsibilities
  You must ensure the delivery location is suitable to receive large, palletised items. This includes:
  • clear and adequate access (doorways, elevators, driveways, etc.);
  • allowance for packaging that exceeds the Product dimensions; and 
  • an accessible area for offloading.
• Failure to Provide Suitable Access
  If delivery cannot be completed due to access issues or unsafe conditions, you will be responsible for:
  • return transport fees;
  • redelivery charges; and
  • handling or storage fees.
• Delayed Acceptance or Customer Unavailable
  If you are not ready or available to receive the delivery:
  • return and redelivery costs will apply; and 
  • risk transfers to you on the originally scheduled delivery date.
• By placing an Order, you acknowledge and accept responsibility for ensuring that the delivery location is suitable and accessible as described above. PlusLife Health will not be liable for delivery failures caused by inadequate access, unavailable recipients, or unsuitable conditions.

1.8 Risk and Title

• Title to the Product passes to you upon receipt of full payment and risk in the Product transfers to you upon delivery to your property or upon the first attempted delivery, regardless of whether you are available to receive it.
• Each Product is thoroughly inspected by PlusLife Health prior to dispatch, and a digital record of its condition is maintained.
• Once dispatched, PlusLife Health is not liable for any loss, damage, or event occurring during transit or after delivery, except where required under ACL.
• Inspection and notification requirements:
  • You must inspect the Product immediately upon delivery and before signing for receipt.
  • Any visible damage to the packaging must be noted on the delivery receipt and photographed before the courier departs.
  • You must notify PlusLife Health of any damage or issues within forty-eight (48) hours of receiving the Product by submitting:
    Order number and delivery date;
    Clear photographs of the damage;
    Description of the issue; and
    Any delivery receipt documentation.
  • Failure to notify PlusLife Health within this forty-eight (48) hour window may result in denial of damage claims, as our courier service requires timely reporting of delivery issues.
  • All notifications must be submitted in accordance with our Returns & Refunds Policy as outlined in Paragraph 2 of this Schedule.
• For concealed damage (damage not visible upon initial inspection but discovered upon unpacking), you must notify us within seventy-two (72) hours of delivery with the same documentation requirements listed above.

1.9 Delayed Deliveries

• If your Order has not arrived within the estimated timeframe, please contact us using the details provided in clause 3 of this Schedule.
• Delivery Timeframes and Limitations:
  
  • Delivery timeframes refer to shipping and transit only, and exclude production or dispatch timelines.
  • All delivery timeframes provided by PlusLife Health are estimates only and are not guaranteed. Actual delivery dates and times are subject to courier availability, regional logistics, weather conditions, and other factors beyond our control.
    
  • PlusLife Health is not responsible for any inconvenience, costs, or losses incurred as a result of delivery delays, including but not limited to:
    
  • Time taken off work to receive deliveries;
    
  • Rescheduling of personal or professional commitments;
    
  • Hiring of third parties to receive deliveries; or
    
  • Any other arrangements made in anticipation of delivery.
  • We recommend that you do not make irrevocable plans around delivery dates until you receive confirmation that your Order has been dispatched, and a tracking number has been provided.
    
  • While we make every reasonable effort to ensure timely deliveries, we cannot guarantee specific delivery dates or time windows.
• Significant Delays in Shipping
  • Shipping delays refer strictly to transit times and do not include production or dispatch timeline
  • If a delivery is delayed by more than seven (7) business days beyond the estimated delivery window, you may request a status update from our customer service team.
    

  • Shipping delays exceeding fourteen (14) business days do not automatically entitle you to compensation. In rare circumstances, PlusLife Health may, at its sole discretion, offer a goodwill gesture. This is assessed case-by-case and is not guaranteed.

1.10 Change of Delivery Address

• Requests to change the delivery address must be submitted no later than three (3) business days prior to the scheduled dispatch date. Changes requested after this period may incur additional charges and are subject to approval and availability of logistics support.
  
• Address Change Process and Fees:
  
  • All delivery address changes require a complete re-quote of delivery fees, as shipping costs are calculated based on specific destination addresses and access conditions.
  • The re-quoted delivery fee will replace the original shipping charge, which may result in:
    
  • Additional payment required before dispatch if the new delivery location has higher shipping costs; or
    
  • A partial refund or credit if the new delivery location has lower shipping costs.
    You must confirm acceptance of any revised delivery fees in writing before the change of address will be processed.
  • Address changes submitted after an Order has been dispatched cannot be accommodated. In such cases, the Product will be delivered to the original address, or returned to PlusLife Health if delivery is not possible, and redelivery fees will apply.
• PlusLife Health reserves the right to decline address change requests for operational reasons, including but not limited to:
  
  • Insufficient lead time before scheduled dispatch;
    
  • Delivery vehicle restrictions at the new location;
    
  • Lack of suitable access at the new address; or
    
  • The new address being outside our service area.

1.11 Delivery Price Disclaimer

• Shipping Cost Fluctuations:
  
  • All delivery prices provided at the time of an official quote are indicative only and are based on shipping rates available on that day.
    
  • As shipping rates are updated daily by our logistics partners, your shipping quote will be regenerated when your Order is ready for dispatch.
    
  • Final shipping prices may fluctuate by up to 20% above or below the indicative pricing initially provided.
• Payment Adjustments:
  
• If the final shipping cost is higher than the indicative price (up to 20% increase), you will be required to pay the additional amount before your Order is dispatched.
  
• If the final shipping cost is lower than the indicative price, we will:
  
  • Automatically apply the difference as a credit to your account for future purchases; or
  • Process a refund of the difference upon written request.
• By placing an Order, you acknowledge and accept that shipping costs are subject to these fluctuations and agree to pay any reasonable increase in shipping costs (up to 20%) when your Order is ready for dispatch.
• If shipping costs increase by more than 20% from the indicative price, we will contact you to confirm your acceptance of the increased cost before proceeding with dispatch.

2. RETURNS & REFUNDS

2.1 Shipping Delays & Refund Policy

• No Refunds Due to Shipping or Production Delays:
  • By purchasing from PlusLife Health, you acknowledge that shipping times and production timelines are estimates only and are subject to changes due to freight issues, customs delays, supplier timelines, or manufacturing processes.
  • We do not provide refunds or cancellations due to shipping, production, or delivery delays.
  • Force Majeure and Carrier Delays:
    • We work closely with our shipping partners to ensure timely delivery; however, we are not responsible for delays caused by:
      
      • Freight carrier backlogs or operational delays;
        
      • Customs clearance processing;
        
      • Strikes, extreme weather, or force majeure events;
        
      • Manufacturing material shortages; or
        
      • Other circumstances beyond our reasonable control.

2.2 Cooling-Off Period

• You may cancel your Order for any reason within forty-eight (48) hours of purchasing / placing the Order, to receive a full refund.

2.3 Cancellation after 48 Hours

• If you cancel your Order after forty-eight (48) hours but before production has commenced, you will be entitled to a refund equal to seventy-five percent (75%) of your deposit.
• No refunds will be provided once the Product has entered production or been fully manufactured.
• Cancellation of customised Products (e.g. modified design, colour, size, or configuration) is not permitted following the expiration of the forty-eight (48) hour cooling-off period and no refunds shall be effected by PlusLife Health. This applies regardless of whether production has commenced, due to the unique nature of the item.

2.4 Returns (Unused Products)

• You may return a non-customised Product within seven (7) days of receipt if the following conditions are met:
  • the item is unopened, unused, undamaged and in its original packaging;
  • you notify us in writing; and
  • you cover the cost of return freight.
• A restocking fee of twenty percent (20%) applies. Refunds, less applicable fees, will be processed within twenty-one (21) business days once the returned item is received in resalable condition.
• If returned goods are determined by PlusLife Health to be in unsalable condition upon inspection, we reserve the right to:
  • Refuse the return and send the Product back to you at your expense;
  • Accept the return with an additional reconditioning fee of up to fifty percent (50%) of the Product's purchase price; or
  • In cases of severe damage, accept the return with no refund.

2.5 Faulty or Damaged Goods

If your Product arrives damaged or with a confirmed manufacturing fault:

• you must contact us within twenty-four (24) hours of receipt;
• provide relevant Order details, clear photos, and a description of the issue; and
• if the issue is verified following our remote diagnosis process, we will arrange a repair, replacement, or refund as appropriate.
• Return freight will be covered by PlusLife Health where the damage is confirmed by our team.

2.6 Damaged Products (Your Consumer Rights)

• If a Product is damaged or does not meet acceptable quality standards, you may be entitled to a repair, replacement, or refund under the Competition and Consumer Act 2010 (Cth) or other applicable consumer protection legislation in Australia.
• You are entitled to a refund or replacement for a major failure, and to have the Product repaired or replaced if it fails to meet acceptable standards without constituting a major failure. Under Australian Consumer Law, a major failure generally occurs when:
  
  • the Product would not have been purchased had the issue been known in advance;
    
  • the Product is substantially unfit for its normal purpose and cannot be easily remedied;
    
  • the Product is significantly different from the description, sample, or demonstration model shown; or
    
  • the Product is unsafe.You are entitled to a refund or replacement for a major failure, and to have the Product repaired or replaced if it fails to meet acceptable standards without constituting a major failure.
• Proof of purchase may be required. Please contact us using the details specified in Schedule 3 for all warranty-related enquiries.

2.7 Incorrect Products

• If you receive a Product that differs from what was ordered:
  • notify us immediately; and  
    
  • keep the Product unopened and in its original packaging.
• If the packaging is discarded or the item is unpacked, we may be unable to process a return, and repackaging fees may apply.
• All Products are clearly labelled externally to enable identification without unsealing the packaging.
• If you are unsure if you received the correct product, do not open the product until you contact us to verify. 

3. CONTACT US

For questions regarding shipping, returns, or refunds:

📧 support@pluslifehealth.com.au

📞 Phone: +61 2 9538 7727

Schedule 3 – General Warranty Terms

This Schedule forms part of the Terms of Service of PlusLife Health and outlines your rights and our responsibilities in relation to warranty coverage, repairs, and after-sales service. By purchasing a Product from PlusLife Health or an authorised reseller, you agree to the terms set out below. 

1. Warranty Eligibility 

1.1 This warranty is available only to the original purchaser of the Product and applies solely to Products purchased directly from PlusLife Health or through an authorised reseller. It is non-transferable except with prior written consent from PlusLife Health. 

1.2 This warranty applies only in the country where the Product was originally purchased or delivered. If a Product is relocated to another country, PlusLife Health may, at its sole discretion, provide support if transport-related damage can be ruled out. 

1.3 Customers may be required to provide proof of the purchase date and confirm their status as the original purchaser. PlusLife Health reserves the right to request the return or documented disposal of any defective components replaced under warranty. 

2. Warranty Periods and Classification 

2.1 Warranty Duration 

• Chillers purchased before 1 October 2024: One-year (12-month) warranty from delivery date. 
• Chillers purchased on or after 1 October 2024: Two-year (24-month) warranty from delivery date. 
• Other Products (e.g. ice baths, saunas, accessories): Warranty duration as specified at time of sale. 

2.2 Warranty Support for Out-of-Warranty Clients 

Customers whose warranty period has expired will continue to have access to the following services, subject to availability and applicable fees as outlined in clause 10.4 and clause 10.5 of the Terms:

• remote diagnostic support and troubleshooting;
• paid repair services, including labour, freight, and replacement parts; and
• access to replacement or refurbished Products (where available and a payment may be required).

3. Right to Repair, Replace or Refund 

3.1 PlusLife Health may, at its sole discretion:

• repair the Product or affected part;
• replace the Product or part with the same or an equivalent model; or
• offer a refund for the original purchase price.

3.2 If a Product is deemed uneconomical to repair, PlusLife Health may, at its discretion, instead offer the Customer:

• a refurbished unit at a discounted price, with or without a warranty;
• a brand new replacement unit at a discounted price, subject to availability; or
• a partial refund or trade-in credit toward a new purchase.

3.3 For all refurbished or replacement units provided under this clause, the Customer is responsible for all shipping and delivery costs, regardless of warranty status.

3.4 PlusLife Health will provide a shipping quote prior to dispatch, and the Customer must approve and pay these costs before the refurbished or replacement unit will be shipped.

3.5 The Customer is also responsible for any costs associated with returning the original unit to PlusLife Health, if requested.

3.6 These alternative solutions are offered as a courtesy and are not required under the terms of the warranty unless the original Product qualifies for replacement under Australian Consumer Law guarantees.

3.7 The determination of whether a Product is beyond economical repair will be made by PlusLife Health’s technical team based on diagnostic findings.

3.8 Individual components or parts replaced under warranty carry a separate six-month warranty from the date of replacement. 

3.9 This six-month warranty period applies specifically to individual components such as pumps, filters, circuit boards, sensors, and other replaceable parts.

3.10 The replacement part warranty does not reset or extend the original Product's warranty term.

3.11 For clarity, complete products such as an entire chiller unit or complete sauna heater are not considered "replacement parts" under this clause, but rather "replacement units" governed by clause 3.12 and what follows.

3.12 If a replacement unit (such as a complete chiller or entire sauna heater) is provided, the replacement unit will be covered only for the remaining duration of the original warranty period, unless explicitly stated otherwise in writing.

3.13The replacement unit warranty commences from the date the replacement unit is delivered to the Customer.

3.14 In cases where a replacement unit is provided with less than three months remaining on the original warranty, PlusLife Health may, at its discretion, extend the warranty to provide a minimum of three months coverage on the replacement unit.

4. Repair Process and Technician Dispatch

The procedures for repairs and technician dispatch, including for both in-warranty and out-of-warranty scenarios, are detailed in clause 10 of the Terms.

5. Wholesale Warranty: Additional Terms 

The following terms apply to wholesale clients and their associated purchases of PlusLife Health products:

5.1 Labour costs are not covered under this warranty for wholesale purchases, except when repairs are conducted at the PlusLife Health Sydney Repair Centre;

5.2 Shipping costs and repairs related to refrigerant leaks or compressor failures are excluded from warranty coverage for wholesale clients in all chillers;

5.3 End Customers of wholesale partners must contact the wholesaler directly for all Product support and warranty-related enquiries. PlusLife Health does not provide direct Customer support to end customers of wholesale clients;

5.4vWholesale clients may not authorise third-party repairs, replacements, or modifications without the prior written approval of PlusLife Health. Unauthorised actions will void the warranty.

5.5 Wholesale clients must oblige by all other pricing terms specified on wholesale price lists.

6. Commercial Clients and Express Repair Requests

6.1 For business customers operating PlusLife Health Products in commercial environments (including but not limited to gyms, retreats, wellness centres, and wellness studios), please refer to our separate "Commercial Terms of Service" document provided at the time of purchase. These terms outline specific provisions for commercial users, including expedited repair options, business continuity considerations, and applicable fees

7. Warranty Exclusions 

This warranty does not cover: 

• Transport damage; 
  
• Normal wear and tear; 
  
• Fire, flood, rainwater, vermin, or excessive exposure; 
  
• Incorrect assembly, installation or failure to follow Product instructions; 
  
• Power surges, thunderstorms, or unauthorised modifications; 
  
• Use of corrosive chemicals not approved by PlusLife Health; 
  
• Water ingress or overheating due to blocked fans or poor ventilation; 
  
• Consumables (e.g., filters, hoses, seals, covers); 
  
• Performance issues, including but not limited to:  
  
  • Inability to reach target temperatures due to environmental conditions;
    
  • Temperature fluctuations from excessive use or high ambient temperatures;
    
  • Reduced cooling efficiency due to poor ventilation; or
    
  • Normal variations in performance within manufacturer specifications;
    
• Excessive replacement of maintenance products        
  
• Indirect or consequential loss (e.g., business downtime or lost revenue); 
  
• Neglect or Improper Maintenance as outlined in paragraph 7.
• Use of residential/home products (saunas or ice baths) in a commercial setting, unless otherwise approved in writing.
• Damage or malfunction resulting from failure to observe mandatory settling periods  including;
  • Using an ice bath within twelve (12) hours after initial installation or relocation;
  • Using a sauna before completing the required 60-minute initial test run; or
  • Failure to follow start-up procedures as outlined in product manuals;
• Refrigerant-related repairs for the Eco Chiller model; and
  • Damage resulting from relocation of saunas and ice baths after initial delivery and installation.
• Saunas assembled in the rain. Timber will absorb water and this voids your warranty.
• LED Transformer installed internally, this will cause melting or failure.  The recommendation is to install externally.
• Upgraded Heater Control Panels in traditional saunas installed internally will void the warranty if not installed:
  • on the wall furthest from the heater, and no higher than 1 metre from the floor. The recommendation is to install externally.

8. Neglect or Improper Maintenance

8.1 Ice bath Warranty coverage does not apply where faults arise due to improper maintenance, including but not limited to debris accumulation, calcification, biofilm buildup, or poor water quality. This includes damage to pumps, sensors, or internal components caused by hair, dirt, or untreated water.

8.2 Sauna warranty coverage does not apply where faults arise due to improper maintenance or usage, including but not limited to pouring oil directly on the sauna rocks, not wearing a towel inside the sauna, failure to oil and maintain timber components, failure to allow the sauna to breathe after usage to remove moisture build-up. This includes damage to the sauna heating elements, electronics and the internal and external cabins.

8.3 Customers are required to use recommended maintenance Products and perform regular cleaning as instructed in PlusLife Health manuals or videos.

8.4 Failure to follow ice bath care guidelines, including installation of filters or use of approved water treatments, may result in claim denial.

8.5 Failure to follow sauna care guidelines may result in warranty claim denial. Critical maintenance requirements include:

• Allowing the sauna to properly ventilate ("breathe") after each use to remove moisture build-up;
  
• Regular oiling and maintenance of timber components according to the schedule provided in your product manual;
  
• Using only manufacturer-approved products for cleaning and maintenance;
  
• Always using a towel when sitting or lying on sauna benches;
  
• Never pouring undiluted essential oils directly onto sauna rocks;
  
• Only pouring water onto sauna rocks when they are fully heated (minimum 40-minute running time); and
  
• Using no more than one ladle of water at a time on sauna rocks.
  

8.6 Timber components of saunas require oiling every 12 months for residential use.

8.7 Failure to properly maintain the sauna may void warranty coverage for both the affected components and any consequential damage, including damage to heating elements, electronics, and cabin structures.

8.8 If an approved technician visits the customer and deems improper maintenance or usage was performed, then this may result in claim denial.

9. Warranty Registration 

PlusLife Health Customers must submit a photograph or video of their Product’s installation upon delivery to validate proper ventilation, placement and installation. This photo and video may assist in confirming eligibility for warranty coverage in cases of damage caused by improper installation. 

10. Maximum Liability 

PlusLife Health’s total liability under this Warranty Policy is limited to the original purchase price of the Product. All other warranties, whether express or implied, are excluded to the maximum extent permitted by law.

Schedule 4 – Warranty Terms For Pluslife Health Range Of Ice Baths & Saunas

At PlusLife Health, your satisfaction is our priority. We take great pride in the superior quality of our Products, but we understand that issues can occasionally arise. In such instances, our dedicated team is here to assist you, ensuring minimal disruptions to your wellness routine. If you require assistance or updates on a warranty claim, please contact our support team using the details specified in Clause 22 of the Terms.

1. Warranty Coverage Overview

This express limited warranty is offered by PlusLife Health for the PlusLife Health range of ice baths and saunas ("Ice Baths and Saunas"). It applies only to Ice Baths and Saunas purchased directly from PlusLife Health or through an authorised reseller and is valid only in the country of purchase. The below warranty period are subject to conditions outlined in schedule 1 to 4.

2. Warranty Periods

2.1 Ice Baths

• Chillers delivered before 1 October 2024
  • Parts: 12 months
  • Labour: 6 months
• Chillers delivered on or after 1 October 2024
  • Parts: 24 months
  • Labour: 6 months

2.2 Saunas

• Interior Cabin: 12 months
  
• Exterior Cabin: 12 months
  
• Bitumen Shingles: 12 months
  
• Internal LED Strip Lighting: 12 months
  
• Harvia Electrical Components: 12 months
  
• Harvia Heating Element: 6 months
  
• Labour: No labour warranty is provided for saunas as assembly & installation is conducted by a third party.

3. Basic Maintenance Requirements for Ice Baths

3.1 To maintain eligibility for warranty coverage, the Customer must:

• Strainer Filter: Clean regularly. [View cleaning video];
• Cartridge Filter: Inspect and replace as needed. [View guide];
• Fan Coil: De-dust regularly to maintain airflow. [View video]; and 
• Chiller Ventilation: Maintain at least 2x2 metres of clearance around the chiller.
  • Pipe Cleaner: Use the Swirl Away product every 6 months on chiller to clean internal components and prevent build-up.

3.2 Failure to perform basic maintenance may result in warranty claim rejection.

3.3 To maintain eligibility for warranty coverage, the Customer must follow all installation, usage, and maintenance guidelines outlined in Schedule 5 - "PlusLife Sauna Installation & Specification Guide," including but not limited to:

• Proper installation by qualified professionals 
  
• Maintaining proper ventilation 
  
• Using appropriate electrical installations as specified 
  
• Following all pre-installation and placement requirements 
  
• Adherence to recommended flooring specifications for outdoor saunas

4. Sauna Installation Liability and Third-Party Services

4.1 PlusLife Health's warranty for saunas covers only manufacturing defects in the materials provided, primarily focusing on timber quality and structural integrity of the components as manufactured.

4.2 PlusLife Health is not liable for:

• Defects or damage caused by improper assembly or installation;
  
• Electrical issues resulting from installation by third-party electricians;
  
• Any modifications made to the sauna during or after installation;
  
• Damage caused by site conditions or preparation issues; or
  
• Any consequential damage resulting from installation errors.

4.3 Third-Party Service Providers:

• While PlusLife Health may recommend assembly partners and electricians, these recommendations do not constitute an endorsement or warranty of their services.
  
• Customers who experience issues resulting from assembly or electrical installation must contact the relevant service provider directly for resolution.
  
• PlusLife Health will provide diagnostic support to help determine the cause of issues, but where the cause is determined to be improper assembly or electrical installation, customers will be directed to the responsible third-party service provider.
  

4.4 Timber Warranty:

• PlusLife Health specifically warrants against significant timber warping that is not caused by improper installation, usage, or environmental conditions.
  
• Minor wood characteristics, including small cracks, knots, or variations in appearance are natural characteristics of timber and are not considered defects.
  
• Changes in wood appearance due to aging or exposure to heat are normal and not covered under warranty.
  

4.5 Paint Seepage and Weather Protection: 

• Due to the natural properties of wood and the ball-and-socket design of sauna staves, some paint seepage may occur, particularly along the top and sides during heavy rainfall. This is a natural characteristic of wooden saunas and does not impact functionality or safety. 
  
• For maximum protection against moisture infiltration, we recommend: 
  
  • Placing outdoor saunas under a roof or covered area where possible 
    
  • Using a protective cover during periods of heavy rain
    
  • Regular maintenance of the exterior timber seals Paint seepage, staining, or discoloration caused by exposure to weather elements is not covered under warranty, as it results from normal environmental interaction with natural wood products.
    
• Paint seepage, staining, or discoloration caused by exposure to weather elements is not covered under warranty, as it results from normal environmental interaction with natural wood products.
  

4.6 Repair Process for Installation-Related Issues:

PlusLife Health will provide initial diagnostic support to determine the cause of any issues.

• If the issue is determined to be caused by defective materials or manufacturing, PlusLife
• Health will provide warranty service as outlined in this Schedule.
  
• If the issue is determined to be caused by improper assembly or electrical installation, PlusLife Health will provide documentation of the diagnosis to support the customer in seeking remedy from the relevant service provider.
  

5. How to Make a Warranty Claim

5.1 Submit written notice of the defect during the applicable warranty period.

5.2 Include proof of purchase, order confirmation and registration as per  paragraph 8 of Schedule 3 and an identity match to the person submitting the claim as well as a description of the issue.

5.3 Ice Bath Claims Process:

PlusLife Health technical support will attempt remote diagnostics using photos/videos submitted by the Customer.

Repair Options:

• Sydney Repair Centre (Default Option):
  
  • For all ice bath and chiller warranty claims, PlusLife Health will first recommend return to our Sydney Repair Centre as the standard repair solution.
    
  • This option is generally more cost-effective and allows our expert technicians to conduct thorough diagnostics in a controlled environment.
    
  • PlusLife Health may cover return shipping costs to the Sydney Repair Centre for products under warranty, subject to limitations outlined in clause 11.4 of the Terms.
    
• Technician Dispatch (By Exception or Customer Request):
  
  • On-site technician dispatch will only be offered if PlusLife Health determines that:
    The Product cannot reasonably be transported to the Sydney Repair Centre due to size, weight, or location; or
    
  • The issue requires urgent on-site attention that cannot be resolved through remote guidance.
    
  • Customers may request technician dispatch instead of returning the Product to the
  • Sydney Repair Centre, but in such cases, the Customer will be responsible for all technician costs (including call-out fees, labor, and travel expenses), even if the Product is under warranty.
    
  • PlusLife Health reserves the right to decline technician dispatch requests if the issue can reasonably be resolved through return to the Sydney Repair Centre.
    
• Cost Determination:
  
  • For Products under warranty, repair costs at the Sydney Repair Centre will be covered by PlusLife Health.
    
  • For Products outside of warranty, the Customer is responsible for repair costs regardless of which repair option is selected, but the Sydney Repair Centre typically offers more cost-effective labor rates compared to on-site technician visits.
• The Customer agrees that they have performed the Basic Maintenance Requirements before technician dispatch.
• If fault is due to defective parts under warranty, PlusLife Health will repair or replace the faulty part(s).
• If no fault is found or basic maintenance was not performed, the Customer will bear all costs, including:
  • technician labour fees; 
  • delivery and return freight fees (if product was sent to PlusLife Health); and
  • any administrative or diagnostic costs incurred.
    
  • a holding deposit may be charged before the technician attends 
    

2. Sauna Claims Process:

2.1 Remote Diagnosis:

• PlusLife Health technical support will first attempt remote diagnosis using photos/videos submitted by the Customer.
  
• Based on this diagnosis, we will determine whether the issue is:
  
  • A manufacturing defect (covered by warranty)
    
  • An assembly/installation issue (third-party responsibility)
    
  • An improper usage issue (not covered)

2.2 Resolution Process:

• For manufacturing defects within warranty period: PlusLife Health will resolve the issue in a timely manner through component replacement or repair.
  
• For assembly or installation issues: Customer will be referred to the third-party provider who performed the service, as responsibility falls on them, not PlusLife Health.
  
• For delivery-related issues: These must be reported immediately as per Schedule 2, section 1.8.

2.3 Warranty Eligibility:

• Basic maintenance as outlined in Schedule 4 must have been performed to maintain warranty eligibility.
  
• Failure to perform required maintenance may result in claim denial.
  
• Evidence of improper usage (as defined in the Sauna Warranty Terms & Exclusions section) will void warranty coverage.

2.4 No Labour Coverage:

• PlusLife Health does not provide labour coverage for saunas as assembly and installation are conducted by third parties.
  
• Any technician services required must be arranged directly with qualified professionalsSauna Claims Process: 

1. Repair Process 

The procedures for repairs and technician dispatch, including for both in-warranty and out-of-warranty scenarios, are detailed in clause 110 of the Terms.

2. Labour Fee Coverage

2.1 Labour costs for Ice Baths are covered under warranty for a maximum period of six (6) months from the date of Product delivery, subject to the terms of this Schedule.

2.2 No labour warranty is provided for saunas as assembly & installation is conducted by a third party.

2.3 Ice Bath labour coverage is capped at a maximum of AUD $500 per service visit or 10% of the original Product value, whichever is lower. This cap applies to on-site technician visits and labor performed at the Sydney Repair Centre.

2.4 The ice bath labour coverage cap: 

• Applies to the total labour costs for a single repair event; 
  
• Does not accumulate or roll over between service visits; 
  
• Does not reset after repairs or parts replacements; and 
  
• Applies irrespective of the number of issues addressed during a single repair event. 
  
• Any labour costs exceeding the specified cap are the Customer's responsibility and must be paid before the repaired Product will be released or returned. 
  
• Labour coverage does not reset or renew with subsequent technician visits, replacements, or repairs within the warranty period. 
  

2.5 Customers must not engage third-party technicians or service providers directly. Any unauthorised repairs, modifications, or service attempts will void the warranty in its entirety.

2.6 Customers must not engage third-party technicians or service providers directly. Any unauthorised repairs, modifications, or service attempts will void the warranty in its entirety.

3. Sauna Warranty Terms & Exclusions

3.1 The warranty coverage for Saunas is subject to strict compliance with care and usage guidelines. The warranty will be voided in the following circumstances:

• pouring undiluted oils or more than a ladle of water onto Sauna rocks, prior reaching maximum temperature - minimum 40minutes running time, which poses a significant fire hazard;
• failure to regularly oil or maintain timber components, including interior  and the exterior every 6 months for commercial use and every 12 months for residential;
• using the Sauna without placing towels on the seats;
• continued use of the sauna while any part is broken, damaged, or malfunctioning.

4. Legal Disclaimers

4.1 This express warranty is provided in lieu of all other warranties, whether express, implied, or statutory, including any implied warranties of merchantability or fitness for a particular purpose, to the maximum extent permitted by law.

4.2 PlusLife Health’s total liability under this warranty is strictly limited to the repair or replacement of the defective Product or component, as determined at its sole discretion.

4.3 This warranty applies only within the country where the Product was originally purchased and delivered. It does not extend to any damage, defect, or loss resulting from tampering, abuse, improper installation, unauthorised modification, or any external factors beyond the reasonable control of PlusLife Health.

Schedule 5 – PlusLife Sauna Installation & Specification Guide

The document titled "PlusLife Saunas - Everything You Need to Know" is incorporated by reference into these Terms of Service and provides important supplementary information regarding: 

• Delivery and assembly requirements; 
  
• Pre-installation checks and preparation; 
  
• Electrical specifications and requirements; 
  
• Recommended flooring and placement guidelines; and 
  
• Contact information for PlusLife Health's recommended assembly and electrical installation partners. 

This guide is provided to all sauna purchasers and is available upon request from PlusLife Health customer service. Customers are required to follow all guidelines in this document to maintain warranty coverage. Failure to adhere to the specifications and requirements outlined in this guide may void your warranty as outlined in Schedule 4.