After handover

Warranty & Support

What's covered, for how long, and how to reach us when you need to. Written plainly, not to hedge.

Applies to all projects completed by VELOSPATIAL (VELOSPATIAL HOLDINGS PTY LTD) · ABN 15 699 150 135 · ACN 699 150 135 · hello@velospatial.com.au

Last updated: June 2026

Workmanship guarantee

What it covers

All installation and integration work carried out by VELOSPATIAL is backed by a 2-year workmanship guarantee. If something we installed, configured, or fabricated fails due to how it was done — not due to the hardware itself or changes made after handover — we will return to diagnose and remedy it at no charge.

This includes: cable runs and terminations, device mounting and concealment, system configuration and programming, in-house fabricated housings and panels, and network setup.

What it doesn't cover

The workmanship guarantee does not cover faults caused by: hardware failure (covered separately under manufacturer warranty), damage caused by third parties, building works, pests or environmental events, changes to the system made by anyone other than VELOSPATIAL, or the natural degradation of consumable components such as batteries.

Hardware warranty

Manufacturer warranties

Every hardware component we supply carries its manufacturer's warranty — typically 1–3 years depending on the brand and product category. Common coverage periods we work with:

• Ubiquiti UniFi (access points, cameras, switches, gateways) — 1 year manufacturer warranty
• Lutron (dimmers, keypads, bridges) — 1 year manufacturer warranty
• Axis cameras — 3 year manufacturer warranty
• HID access hardware — 2 year manufacturer warranty
• Sonos — 1 year manufacturer warranty
• Aqara sensors and controllers — 1 year manufacturer warranty
• Philips Hue — 2 year manufacturer warranty
• Other components — as specified in your project agreement

If a hardware fault occurs within the warranty period, we will liaise with the manufacturer on your behalf and manage the replacement process. We won't leave you navigating a support ticket with a hardware vendor.

Out-of-warranty hardware

After the manufacturer warranty period, replacement hardware is charged at cost plus our standard margin. Labour to swap and reconfigure a failed device is billed at our standard hourly rate unless you are on a care plan (see below).

Support expectations

How to reach us

Email is the best way to reach us: hello@velospatial.com.au. For urgent issues at a site — a door that won't unlock, a system that has gone offline — call us directly. Contact details are provided to all clients at handover.

Response times

We aim to respond to all support requests within one business day. For issues affecting security or access — a door controller offline, a camera bank down — we treat these as priority and aim to respond same day. We are a small studio; we don't have a 24/7 call centre, and we won't pretend otherwise. What we do have is the person who built your system answering when you call.

Remote vs on-site support

Many issues can be diagnosed and resolved remotely, particularly software faults, configuration drift, and integration errors. Where remote access is available (opt-in, always under your control), we can often fix things without visiting. Where a physical visit is needed, we'll schedule it and let you know what to expect.

Care plans

For clients who want ongoing peace of mind, we offer structured care plans that cover scheduled health checks, priority response, and discounted labour rates for out-of-warranty work. Care plans are quoted per project based on system size and complexity. Ask us at handover or any time after.

What a care plan includes

• Annual system health check — firmware updates, integration tests, sensor calibration
• Priority response for support requests (same business day)
• Discounted hourly rate for out-of-warranty hardware labour
• Proactive monitoring alerts where remote access is enabled
• One complimentary on-site visit per year for minor adjustments

Making a warranty claim

To make a claim under the workmanship guarantee or hardware warranty, email us at hello@velospatial.com.au with a description of the fault and, if possible, a photo or short video. Include your project name or address so we can pull up your file. We'll respond within one business day with next steps.

We don't ask you to fill in forms or log tickets. A plain email is enough.

Australian Consumer Law

Nothing in this document limits your rights under the Australian Consumer Law. Our goods and services come with guarantees that cannot be excluded under the ACL. For major failures with a service, you are entitled to a remedy. For major failures with a product, you may have the right to a replacement or refund. For failures that don't constitute a major failure, we are entitled to choose between repairing or replacing the product. These rights apply independently of any warranty period stated above.