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Continue ShoppingWelcome to JOINZ – a professional flatpack furniture assembly company. These Terms and Conditions ("Terms") govern all services provided by JOINZ ("we," "us," or "our") to you, the customer ("you" or "Customer"). By booking a service, engaging our technicians, or otherwise using our flatpack furniture assembly, delivery, or installation services, you acknowledge that you have read, understood, and agree to be bound by these Terms.
If you do not agree with any part of these Terms, you should not use our services. These Terms form a binding agreement between you and JOINZ and supersede any prior arrangements or understandings. JOINZ reserves the right to update or modify these Terms at any time. We will notify you of material changes, and continued use of our services after any updates constitutes acceptance of the revised Terms.
JOINZ offers professional services for flatpack furniture and similar ready-to-assemble products of any brand or retailer. Our scope of services includes:
All services are provided directly by JOINZ's own trained technicians. JOINZ does not use any subcontractors or third-party assemblers. When you book with us, you can be assured that a uniformed JOINZ technician will personally perform the work. We pride ourselves on maintaining quality control and accountability through our in-house team.
If you opt for packaging removal, the service is charged separately at a rate of $50 for the first item, plus an additional 10% of that fee for each subsequent item's packaging. For example, if you have multiple items assembled, the first item's packaging removal costs $50, and each additional item's packaging disposal costs an extra 10% of $50 each. This fee covers the collection and eco-friendly disposal or recycling of the bulky packaging materials. If you do not request this service, our technician will consolidate and leave the packaging neatly on your premises for you to dispose of.
You may book JOINZ services through our website, by phone, or via our authorized booking channels. When booking, you must provide accurate details including your name, service address, contact information, the list of items (and their brand or product type) to be assembled or serviced, and any relevant information such as desired date/time and access instructions. Bookings are subject to our confirmation of availability. We will communicate with you to confirm the appointment date, time window, and the scope of work.
Upon booking, we may provide an estimated quote or fixed price for the requested services based on the information you give. Quotes are generally inclusive of labor for assembly/disassembly and basic installation of the furniture. Any additional services (such as delivery or packaging removal) or special circumstances (e.g., difficult access or complex custom installations) will be detailed in the quote. Quotes are valid for a limited period (e.g., 30 days) and are subject to change if the scope or conditions change (we will inform you in advance of any change).
All JOINZ service bookings require full payment in advance to secure your appointment. Your booking will only be confirmed once payment is successfully received. Until payment is made, your selected time slot and technician are not guaranteed and may be offered to other customers. We accept the following secure payment options:
In some cases we may accept cash, but our preferred methods are cashless for security and convenience. All prices and fees are in Australian Dollars (AUD) and include GST (Goods and Services Tax) if applicable, unless stated otherwise.
In the event our technician arrives at the agreed location and is unable to complete the work due to conditions under the Customer's control (for example, you or your representative not present to grant access, the furniture products or necessary parts not available on-site, or an unsafe environment), it will be treated as a late cancellation or missed appointment. The technician will attempt to contact you and wait for a reasonable period (usually up to 15–20 minutes) if possible. If the issue cannot be resolved in that time, the technician may leave and you may be charged the late cancellation fee as described above. You will need to re-book a new appointment if you still require the service, and additional fees may apply for the return visit.
We reserve the right to decline or cancel a booking at our discretion (for example, due to safety concerns, unethical or illegal requests, or if the scope is outside our service offerings). If JOINZ must cancel a booking due to our own constraints (such as technician unavailability, overbooking, or other operational issues), we will notify you as soon as possible and offer to reschedule at a discounted rate or provide a full refund of any payment or deposit already made. We will not be liable for any inconvenience or loss arising from such a cancellation, beyond refunding any amounts you have prepaid to us.
To ensure a smooth and safe service, the Customer has certain responsibilities and must meet these preconditions before and during our service visit:
You must ensure that our technicians have clear and safe access to the premises and the specific area where the assembly or installation will take place. An adult (18 years or older) must be present to greet our technician at the scheduled time, to allow entry, and to discuss details of the work. If the service is in an apartment building or secured facility, please arrange any necessary access (e.g., booking elevators, obtaining visitor passes, clearance with building management) in advance.
Please arrange suitable parking or loading zone access for our vehicle if your location has limited parking. If parking is not readily available, let us know in advance so we can discuss alternatives. Any parking fees or permits required for the technician to perform the work may be added to your bill at cost (we will provide receipts if applicable).
Ensure that the items to be assembled (or disassembled) are on site and ready for our technician. For delivery + assembly services, ensure that you have correctly identified the products for pickup and that they have been paid for or are ready for release at the retailer. For assembly-only services (where you have already received the items), the flatpack boxes should be at the property when we arrive. If products are missing, incorrect, or not ready, it may result in a service delay or a need to reschedule (with possible fees as per the cancellation policy).
It is your responsibility to confirm that the furniture or products you have requested us to assemble are suitable for your needs and will fit in the intended location. This includes measuring doorways, stairwells, and the space where the furniture will sit. JOINZ is not responsible if an item cannot be moved into your desired location or assembled in place due to its dimensions or if the item, once assembled, does not fit or function as expected in the space.
Flatpack furniture should come with all necessary parts and assembly instructions. Before our technician arrives (or before they begin assembly), you should, to the best of your ability, verify that you have received the correct product and model, and that the packages or boxes appear to contain all components (we understand you may not open boxes—that's okay, our technicians will check parts as they assemble). If you are aware of any missing or damaged parts, please inform us in advance if possible. Our technicians will do an inventory of parts at the start of assembly; if any required parts are missing or broken out-of-the-box, we will inform you. In such cases, you (the Customer) are responsible for contacting the retailer/manufacturer to obtain replacements. We can either continue with remaining assembly steps that are possible, or pause the job. If a return visit is needed to finish assembly after parts are obtained, a new appointment may be required and additional charges may apply for the extra visit.
You must provide a safe, reasonably clean, and adequately lit workspace for our technicians. The area should be dry and free of hazards. For example, please clear the assembly area of any clutter, fragile items, or valuables that could be accidentally damaged or impede the work. If the assembly is to occur outdoors or in an unfinished area, inform us so the technician can bring appropriate equipment. Our team may decline to perform work in areas that are water-damaged, pest-infested, structurally unsafe, or otherwise pose a risk to personnel or property.
For efficiency and safety, our technicians may need access to standard utilities. In particular, please ensure that electricity is available, as power tools may be used for assembly. If a lift or elevator is needed to move large items, ensure it is operational or arrange access to it. We may also require access to basic facilities such as light, and on longer jobs, a restroom break.
For the safety of all involved, please keep pets secured away from the work area and ensure that young children are supervised and kept at a safe distance during the service. Assembly often involves heavy parts and tools, and we want to prevent any accidents or injuries.
Only our authorized JOINZ technician should assemble or install the furniture during the appointment. We kindly ask that you or other contractors do not attempt to assist or interfere with the assembly process unless invited by our technician (this is to avoid injury or mistakes). You may observe and ask questions, of course. If you have any special requests (e.g., adjusting placement, not tightening certain components due to future moving plans), communicate these to the technician.
If our service includes disassembling your existing furniture, you are responsible for removing all personal belongings from those furniture items beforehand. For example, empty out wardrobes, cabinets, or drawers that we will disassemble. We are not responsible for loss or damage to items that were not removed from furniture to be disassembled. Additionally, if any unit is bolted to a wall or floor, or connected to electrical/plumbing fixtures, please inform us so we can plan appropriately (note: we do not handle electrical or plumbing disconnections; you must have those handled by licensed professionals if needed before we disassemble).
Many flatpack furniture items have specific assembly requirements. Our technicians will follow the manufacturer's instructions and use the provided fittings. If you request any alteration or deviation from the instructions (for instance, omitting a component or altering the design), the technician may refuse such requests for safety reasons. If they agree to a minor deviation, you may be asked to sign an acknowledgment that the modification was at your request and may void warranties or affect safety.
If your residence or building has any rules that could affect our service (for example, designated times for works, noise restrictions, or requirements to protect common areas like hallways/floors), it is your responsibility to inform us and ensure compliance. For instance, some strata-managed buildings require protective coverings in elevators or advanced notice for tradespeople – please arrange this to avoid our technician being turned away or fined. Any fines or penalties imposed due to non-compliance with building rules that you did not disclose will be charged to you.
By fulfilling the above responsibilities, you help us perform our work efficiently and safely. Failure to meet these preconditions may result in delays, additional charges, or in some cases refusal to perform the service if safety is at risk.
For certain furniture items, securing them to a wall or ceiling is critical for safety. JOINZ follows best practices and Australian safety guidelines to prevent tip-over accidents (especially for tall or heavy furniture). Our anchoring policy is as follows:
JOINZ will perform wall anchoring or ceiling anchoring only when it is required for the stability and safety of the item, or if it is explicitly requested by you and deemed safe by our technician. Typically, items such as tall bookcases, wardrobes, chests of drawers, or shelving units that are at risk of tipping will include manufacturer-provided safety strap kits or brackets. If the assembly instructions recommend anchoring (or the item is taller than a certain height, e.g., 75 cm or as per safety standards), our technician will inform you and can install the anchoring device. Anchoring to a wall or ceiling will involve drilling screws or bolts into a solid surface.
We will obtain your explicit consent before performing any drilling into walls or ceilings. When our technician identifies the need for anchoring, they will discuss the plan with you (including the location of the anchor, the type of hardware used, and any potential minor damage like drill holes). You will be asked to sign an authorization or work order that includes permission for us to anchor the furniture to your wall or ceiling. If you are not the property owner (e.g., a tenant), it is your responsibility to ensure you have the property owner's permission to have holes drilled for anchoring.
We will only anchor furniture into appropriate structural surfaces that can support the load. Generally, this means brick, concrete, or timber wall studs. If your walls are masonry or have wooden studs behind plasterboard, anchoring is usually feasible. We will use suitable wall plugs or anchors for the material. We will not drill into surfaces that appear unsuitable or unsafe, such as fragile plasterboard without studs, glass, metal, or walls that house obvious electrical panels/plumbing unless clearance is confirmed. It is very helpful if you can point out any known electrical wires, plumbing, or other utilities behind the wall in the area we might drill, so we can avoid them. We have tools like stud finders to assist, but they are not infallible.
Ceiling anchoring (for example, suspending a heavy object, or bracing something tall to a ceiling) is a less common request but if required, similar rules apply. The ceiling must be solid (concrete slab or joist structure) and capable of taking an anchor. Our technician will refuse to anchor into a ceiling that is not load-bearing or where doing so would violate safety codes.
Whenever possible, we use the anchoring hardware supplied with the furniture by the manufacturer, as it is designed for that product. If no hardware is provided but anchoring is clearly necessary, the technician may use generic anchors and straps that we carry, with your approval. There may be a small additional charge for any extra hardware we supply, which will be discussed beforehand.
If our technician advises that anchoring is needed for safety (for example, the item is tall and could tip) and you decline to have the item anchored to your wall or ceiling, you will be asked to sign a safety waiver acknowledging that you declined the anchoring against our recommendation. This waiver will state that you (the Customer) accept full responsibility for any risks or damages (such as injury or property damage) that may result from the item not being secured. We take safety seriously and strongly encourage anchoring when recommended to prevent tip-over hazards, especially in homes with young children or pets.
We will take care to minimize any damage when anchoring. However, drilling into walls or ceilings will leave small holes, and fastening hardware may leave marks. By consenting to anchoring, you acknowledge that such minor cosmetic damage is inevitable and not covered as "damage" under our Liability policy (it's a necessary part of making the item safe). Our technicians will do their best to align with your preferences on hole locations (for example, into a wall stud or low on the wall) to reduce visual impact. If an anchor is removed later, you would need to patch the hole as standard maintenance.
Our anchoring service does not include major structural work. We will not open up walls, add reinforcement, or perform carpentry beyond the installation of the provided brackets/screws. If an item cannot be safely anchored due to the wall condition or other issues, we will inform you and note it on the service report. We may refuse to leave an obviously dangerous situation (like a top-heavy furniture piece completely unanchored) without at least a temporary safety measure. If you still insist on no anchoring, we might have to decline assembling that item, for liability reasons. In such a case, we would only charge for any other work completed and not for that item.
If you prefer to anchor the item yourself or hire someone else to do it, that is your choice. However, once our assembly is complete and we leave the item unanchored at your direction, JOINZ will not be liable for any subsequent incidents related to tip-over or stability of that item. This will be noted in the waiver you sign if declining anchoring.
In summary, anchoring will be carried out when necessary to ensure safety, with your permission. We require a signed acknowledgment whether you accept or decline anchoring in such cases to document your decision. Safety is a shared responsibility – we provide the expertise and offer the service, but we need your cooperation and consent to implement it.
JOINZ is committed to punctuality and reliability. We strive to deliver our services at the scheduled time and complete the work efficiently. However, to manage expectations and unforeseen circumstances, we have the following policies regarding service delivery and missed appointments:
When confirming your booking, we may give you an exact appointment time or a time window (e.g., "arrival between 9am and 11am"). We will make every effort to arrive within the specified window. If we anticipate running late (for example, due to traffic or an overlong prior job), we will contact you as soon as possible to update you with a new estimated arrival time.
Upon arrival, our technician will introduce themselves (carrying JOINZ identification) and review the job with you before starting. They may ask you to confirm the items to assemble and the placement. We encourage you to be available or reachable during the service in case any questions arise (like a preferred orientation of furniture, or if an issue comes up).
The technician will work diligently to complete the job within a reasonable time. The actual duration depends on the complexity and number of items. Any significant changes or discoveries (such as missing parts or extra work needed) will be communicated to you. Minor adjustments or fixes are typically done on the spot. Once completed, the technician will inform you and walk you through what was done. If you are available, they will invite you to inspect the assembled items to ensure you are satisfied with the assembly and placement.
You may be asked to sign a completion form or digital acknowledgment that the service was performed. This is your opportunity to confirm that we have assembled the correct items and that, to the best of your observation, everything is in order. If something is not as expected, please tell the technician so we can address it before leaving. We want you to be happy with the result.
If you are not present at the agreed time and our technician cannot gain entry or begin the work, it will be treated as a No-Show situation. As mentioned under Booking, the technician will wait a short period and attempt to reach you. If unsuccessful, they will depart and it may incur a missed appointment fee (late cancellation fee). To avoid this, please ensure either you or an authorized adult is home during the scheduled time. If an emergency or delay arises on your end, call us immediately – we may be able to adjust timing if the technician hasn't arrived yet or wait a bit longer, at our discretion, to accommodate you. Clear communication is key.
If due to an error or unforeseen issue on our part we miss the appointment (for example, if no technician shows up and you haven't heard from us about a delay), please contact us right away. We will investigate and prioritize getting a technician to you as soon as possible. In the unlikely event we have to reschedule, we will do so at a convenient time for you and provide a discount for the inconvenience. We value your time and will make every reasonable effort not to miss appointments.
There may be rare instances outside either party's control (force majeure events) – such as extreme weather, road closures, accidents, or illness – that prevent the appointment from happening as scheduled. If such events occur, each party should inform the other as soon as known. We will then reschedule the service at the earliest feasible time. Neither party will be held in breach for a delay due to such extraordinary events, but if the delay is extensive, you also have the option to cancel for a full refund of any prepayments.
If a service cannot be fully completed in the scheduled visit due to unexpected circumstances (e.g., missing furniture parts, insufficient time because the job was larger than described, or a sudden issue like a power outage), the technician will complete as much as possible and explain the situation. We will then work with you to schedule a follow-up visit to finish the job. Additional charges may apply for the extra visit, depending on the cause (if it was due to our underestimation or issue, we may waive some fees; if due to external factors or incomplete information provided, normal fees apply). We aim to be fair in these scenarios.
If you identify any problem with the service after completion (for example, you later notice a screw was left loose or a door is misaligned), please contact us promptly. We offer a short grace period (such as 7 days from the service date) during which you can report assembly-related issues and we will return to fix them at no additional cost. This does not cover new damage or misuse after the service, only something that was an oversight in the assembly. Ensuring you are satisfied is part of our service commitment.
In summary, JOINZ will do everything possible to deliver services on schedule and as promised. The Customer should also be prepared for the appointment and promptly communicate any issues. Our missed appointment policy is designed to protect our technicians' time while being fair to customers who may have genuine emergencies.
JOINZ will perform services with due care, skill, and professionalism. However, our liability to you is limited as described below. Please read this section carefully to understand the extent of our responsibility and the situations where we cannot accept liability.
Nothing in these Terms is intended to exclude, restrict, or modify the rights and remedies you may have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law (ACL). Our services come with consumer guarantees that cannot be excluded under the ACL. In particular, you are guaranteed by law that services provided to you will be carried out with due care and skill, will be fit for the purpose that you made known to us, and will be supplied within a reasonable time. If we fail to meet any of these consumer guarantees, you may be entitled to a remedy such as a resupply of the service or a refund for the portion of the services not carried out with due care and skill.
Any limitations or exclusions of liability in these Terms are subject to this important provision and will not apply to the extent that they unlawfully restrict your rights under Australian Consumer Law. In the event that any provision in these Terms is found to be void, unenforceable, or inconsistent with the ACL or other mandatory legislation, that provision shall be read down or severed only to the extent necessary to comply, and the remainder of these Terms will continue in full force.
For more information on your rights under Australian Consumer Law, you can visit the Australian Competition & Consumer Commission (ACCC) website or contact your local consumer protection agency. We strive to meet our obligations and ensure our customers are satisfied, and we will always honour the mandatory guarantees and warranties provided by law.
In the course of booking and delivering our services, JOINZ will collect certain personal information from you. This may include your name, contact details (phone number, email address), service address, and details of the items you need assembled. We might also keep records of communications with you (such as emails or notes from phone calls) and any feedback you provide after the service. If payment is made via credit card or online methods, we (or our payment processor) will collect the necessary payment details.
We collect and use your personal information primarily to provide and administer our services to you. For example, we use your contact information to confirm bookings, send reminders, and have our technician reach you on the day of service. Service address and item details are used for logistics and to ensure the technician comes prepared. We may also use your information to improve our services – e.g., analyzing how often certain services are requested or seeking feedback – but this would typically be aggregated and anonymized data. If you opted in to any newsletter or promotional communications, we may use your email to send you updates about JOINZ services, but you can opt out at any time.
JOINZ respects your privacy and does not sell or rent your personal information to third parties. We will only share your information in limited circumstances:
We may also disclose that we provided service to you in a generic sense if asked for a reference (e.g., if you refer us to a friend and they want to confirm our legitimacy), but we won't give out your personal details without permission.
We take reasonable technical and organizational measures to protect the personal information we hold. This includes using secure databases for bookings, encrypting sensitive information, and training our staff in privacy practices. However, no data transmission or storage can be guaranteed 100% secure. While we strive to protect your information, you provide it to us at your own risk and we ask that you also take precautions (for example, do not send payment info by email; use our secure payment link or terminal). If we become aware of a data breach that compromises your personal information, we will notify you and the appropriate authorities as required by law.
We will retain your personal information only for as long as needed for the purposes described above or as required by law. Financial records, for example, may be kept for a number of years for tax purposes. Customer contact information may be kept to facilitate future bookings or to reference past jobs (which can be helpful for warranty or follow-up). If you would like us to delete any personal information we hold about you that is not required to be retained, you can contact us with a request. We will comply with any such request to the extent required by applicable law.
Under Australian privacy laws, you have rights to access the personal information we hold about you and request corrections if it is inaccurate. If you wish to access or correct your info, or if you have any privacy-related inquiries or complaints, please contact us using the contact information below. We will respond to privacy queries and resolve any complaints in a timely manner. For more details, please refer to our full Privacy Policy (if available on our website) which is hereby incorporated by reference into these Terms.
By providing your personal information to JOINZ and using our services, you consent to the collection, use, and disclosure of that information as described above. We value your trust and are committed to handling your data responsibly and in accordance with the Australian Privacy Principles and relevant law.
If you have any questions, concerns, or feedback regarding these Terms and Conditions, our services, or any other matter, please feel free to contact us. We are here to help and clarify. Below is our current contact information:
JOINZ Customer Service
Email: admin@joinz.com.au (for general inquiries and booking questions)
You can also find more information and contact forms on our official website at www.joinz.com.au. If you need to get in touch regarding an ongoing service (e.g., a technician is en route or you can't locate your assembler), please call the phone line for the quickest response. For non-urgent matters or detailed inquiries, email is usually best. We aim to respond to all customer communications within 1 business day.
These Terms and Conditions, and any contract formed between JOINZ and the Customer, are governed by the laws of the Commonwealth of Australia and, in particular, the laws of each State of Australia. This governing law applies no matter which state or territory in Australia you reside in or the service is performed in.
In the event of any dispute or claim arising out of or relating to our services or these Terms, both you and JOINZ agree to first attempt to resolve the matter amicably through good-faith discussions. You can contact our customer service team and we will do our utmost to address your concerns promptly. Most issues can be resolved quickly by communication.
If a dispute cannot be resolved informally, either party may seek to resolve it through mediation in accordance with Australian mediation standards. (Mediation is a recommended step but not compulsory; it's an informal process where a neutral third party helps to facilitate a resolution.) If the dispute remains unresolved, then you or JOINZ may initiate legal proceedings. Each party irrevocably submits to the exclusive jurisdiction of the courts of Australia (and any courts that can hear appeals from those courts). This means if there is any litigation between us, it will likely be filed in a Western Australian court, unless both parties agree to an alternative venue.
You agree that any dispute resolution (whether in court, mediation, or otherwise) will be conducted on an individual basis. You will not combine your claim with others or seek to litigate any dispute as a class, collective, or representative action. (This clause is subject to any legal restrictions on such waivers; if not enforceable, it will be adjusted in line with applicable law.)
If any provision of these Terms is found to be illegal, invalid, or unenforceable under applicable law, that provision will be deemed modified to the minimum extent necessary to make it enforceable (or disregarded if no such modification is possible), without affecting the validity of the rest of the Terms. The remaining provisions will continue in full force and effect.
If JOINZ does not enforce a provision of these Terms in a particular instance, that does not mean we waive our right to enforce it in the future. Any waiver of rights by JOINZ must be explicit and in writing to be effective.
These Terms and Conditions (together with any service-specific agreements or confirmations we provide in writing) constitute the entire agreement between you and JOINZ regarding the services. They supersede any prior understandings or agreements (whether oral or written) about the service. You acknowledge that you have not relied on any representation, promise, or statement not expressly set out in these Terms.
By using JOINZ's services, you indicate that you have read and agree to all the above Terms and Conditions. We appreciate your trust in JOINZ for your flatpack item assembly needs and look forward to providing you with excellent, safe, and reliable service. Thank you for choosing JOINZ!
Call 0456 873 577 or book online. Questions first? Read the FAQ.