Terms of Visit

3 October 2026. Owner approved the drafting basis on 3 October 2026. Working wording remains for legal review; not published or accepted by members. Applies to survey and service visits for residential, commercial and Furniture memberships. This supplements the accepted plan agreement and does not change its fee, visit entitlement or exclusions.

Before the visit

The member or authorised adult representative should be available and authorised to provide access. Agree the appointment, work location, access requirements and any required building permissions in advance. Tell Sarv Shield about access restrictions, unsafe surfaces, electrical hazards, pets, children, fragile items and relevant health or safety concerns. Move valuables and personal documents away from the work area. Our representative should carry identification and the assigned work-order reference. Confirm identity through Sarv Shield before allowing entry if uncertain.

Access and work at height

Provide a clear, reasonably safe route to the work area. Sarv Shield can arrange a foldable ladder up to 5 ft. For access requiring equipment above that, the member must arrange suitable safe equipment. If the member cannot arrange it and Sarv Shield agrees to procure it, the member pays the actual equipment cost agreed beforehand. Agree access arrangements before the visit; ladder height is not a promise of a safe working height. A member-provided ladder or platform must be suitable and safe; our representative may refuse unsuitable equipment. Members are not required to climb or assist with hazardous lifting. Our team must use appropriate tools and protective equipment. No representative should stand on furniture, improvise unsafe access or begin hazardous work merely because a member requests it. Stop and refer unsafe or inaccessible work to the manager, who will explain the next safe option. Any additional equipment charge requires a separate written quotation and approval before purchase; this draft creates no new charge. The visit-count treatment of an access-related pause must follow an approved rule, not an automatic deduction.

Respectful conduct by representatives

Representatives must be professional, respect household and workplace privacy, use the agreed work area, and avoid abusive language, harassment, discrimination, intimidation or inappropriate contact. They must not demand cash, gifts or personal payments. No cash is accepted. Members may stop a visit if they feel unsafe and report the work-order reference, time and description to care@sarvshield.com. Preserve relevant evidence without putting anyone at risk. Sarv Shield should record the incident, review both accounts and decide on safe reassignment and appropriate staff/vendor action. This draft creates no new response deadline. In immediate danger, seek emergency assistance.

Respectful conduct by members and occupants

Members, occupants and their guests must not threaten, harass, discriminate against or physically obstruct representatives, demand unsafe work, or request work outside the approved scope. A representative may leave or pause a visit when safety is at risk and report the reason to the manager. The manager records and investigates the incident and agrees a safe way to proceed. An allegation alone does not automatically terminate a membership, charge a penalty or deduct a visit. Any final action must follow the accepted agreement and applicable law.

Survey and service photographs

Before capture, explain why photographs are needed: documenting the covered item, activation survey, existing condition and exclusions, and completed work. Limit photographs to what is necessary for that purpose. Avoid faces, children, personal documents, valuables and unrelated rooms; redact incidental sensitive material where practical. Store evidence privately and make it available only to authorised users under the retention notice. Representatives must not retain or share member photographs through personal accounts. Refusal should be referred to the manager to explain which verification cannot be completed and whether an alternative is possible; do not silently activate an unverified plan. Service evidence permission does not authorise advertising. Any public before/after use, testimonial or customer image requires separate optional permission.

Scope, progress and completion

Review the approved task and recorded exclusions before starting. Any extra paid work requires a written quote and member approval; technicians have no payment authority. Show the member the work completed, record unresolved items accurately, and offer a way to raise a concern. A completion acknowledgment records what happened and is not a blanket surrender of legal rights. Do not mark a task complete while required work is unfinished. Record return visits and missed appointments under the accepted plan rules; do not invent a new visit deduction here.

Incident and damage reporting

Report accidental damage, an injury or a safety incident promptly through the assigned work order and care@sarvshield.com. Make the area safe where possible. Preserve factual evidence; do not make an unauthorised promise of compensation or require the member to waive rights. The manager handles investigation and resolution under the agreement and applicable law.

How these terms are accepted

Provide the document in the English before checkout acceptance, keep its version with the accepted agreement, and show the relevant safety/access reminder again when scheduling. At arrival, confirm access arrangements and explain photographs before capture. Do not replace earlier accepted versions retrospectively.