Installation, Training & Service Booking Policy

1. Cancellation & Rescheduling Notice

(a) Customers are required to provide a minimum of two (2) business days' written notice to cancel, postpone or reschedule a confirmed installation, training or service booking.

(b) All cancellation or rescheduling requests must be submitted via email to:

service@koenigmachinery.com.au

(c) Business days are defined as Monday to Friday, excluding Victorian public holidays.

(d) Requests received outside normal business hours will be deemed received on the next business day.

(e) Rescheduling requests submitted within the two (2) business day notice period may be treated as a cancellation and a new booking request.

2. Late Cancellation Charges

(a) Bookings cancelled or rescheduled with less than two (2) business days' notice may incur cancellation charges.

(b) As different machine categories require varying levels of technical expertise, technician allocation, travel commitments and preparation time, cancellation charges will vary depending on the nature of the booking.

(c) Charges may be based on one or more of the following:

(i) minimum technician labour allocations;

(ii) full day technician allocations;

(iii) quoted travel time;

(iv) interstate travel commitments;

(v) the full quoted booking amount; and

(vi) third-party expenses already incurred by Koenig Machinery.

(d) Examples may include, but are not limited to:

(i) short-duration CO₂ machine service appointments may incur a minimum technician labour charge plus any applicable travel time;

(ii) larger CO₂ installations or multi-day service appointments may incur a full technician day charge plus any applicable travel time;

(iii) fiber laser systems and specialist machines requiring dedicated technicians, interstate travel or advanced technical expertise may incur full travel costs, technician allocations and, where applicable, the full quoted booking amount; and

(iv) local appointments that have dedicated technician resources allocated may incur the full quoted amount where short notice prevents the booking from being reallocated.

(e) Koenig Machinery reserves the right to determine the applicable cancellation charge based on the resources already committed to the appointment.

(f) Applicable technician labour rates are available upon request and may be updated periodically.

3. Travel & Third-Party Expenses

(a) Some appointments require travel arrangements to be made in advance.

(b) Any expenses already incurred or committed by Koenig Machinery in preparation for the booking will be payable by the Customer, regardless of cancellation timing.

(c) This includes, but is not limited to:

(i) flights;

(ii) accommodation;

(iii) vehicle hire or rental cars;

(iv) ferry bookings;

(v) parking charges;

(vi) freight or equipment transport costs; and

(vii) any other third-party expenses directly associated with the appointment.

(d) Where air travel is required, cancellation charges may exceed standard labour charges due to non-refundable travel expenses.

4. Same-Day Cancellations, No-Shows & Customer Delays

(a) If Koenig Machinery technicians arrive onsite and are unable to commence work due to customer-related circumstances, the booking will be treated as a completed appointment for billing purposes.

(b) Examples include, but are not limited to:

(i) the Customer is unavailable onsite;

(ii) the premises are inaccessible;

(iii) required utilities are unavailable, including power, compressed air, extraction, internet or other required services;

(iv) the machine is not ready for servicing or installation;

(v) site safety requirements are not met; and

(vi) required lifting, unloading or access equipment is unavailable.

(c) No refund or credit will be issued for the original booking.

(d) Should a new appointment be required, it will be treated as a separate booking and standard charges will apply.

(e) Additional travel expenses may also apply where technicians have already commenced travel.

5. Customer Site Readiness

(a) Customers are responsible for ensuring the site is fully prepared prior to the scheduled appointment.

(b) This includes ensuring:

(i) safe access to the premises;

(ii) required utilities are operational;

(iii) the machine is ready for servicing or installation;

(iv) adequate workspace is available; and

(v) any required lifting or unloading equipment is available.

(c) Failure to adequately prepare the site may result in:

(i) additional labour charges;

(ii) additional travel charges;

(iii) return visit charges; and

(iv) rescheduling fees.

(d) Koenig Machinery reserves the right to postpone works where site conditions are deemed unsafe or unsuitable.

6. Exceptional Circumstances

(a) Koenig Machinery understands that genuine unforeseen circumstances may occur.

(b) Cancellation fees may be reduced or waived at the sole discretion of Koenig Machinery on a case-by-case basis.

7. Acceptance of Terms

(a) By confirming an installation, training or service booking with Koenig Machinery, customers acknowledge and agree to this Installation, Training & Service Booking Policy.