For bookings fulfilled by independently owned Kitset franchise businesses

IMPORTANT:  Your service contract is with the independently owned Service Provider—not with Kitset Assembly Services U.S. LLC. Please read clauses 1 and 2 carefully.

Effective 29 September 2026

These Terms apply to service bookings in the United States, whether requested through the Kitset website or Platform, a retailer or supplier, a partner portal, or directly with a Service Provider. The legal business identified in the Booking Acceptance supplies the Services and gives the workmanship warranty. Kitset Assembly Services U.S. LLC facilitates bookings for independently owned franchisees; it is the Service Provider only if it expressly identifies itself as such in a Booking Acceptance.

1. Parties and definitions

1.1 “Customer” or “you” means the person who requests, accepts or purchases the Services.

1.2 “Franchisor” means Kitset Assembly Services U.S. LLC.

1.3 “Platform” means the Kitset branded booking, quoting, communication and business management systems made available by the Franchisor.

1.4 “Service Provider”, “we”, “our” or “us” means the legal entity identified in the Booking Acceptance as undertaking the Services. This will ordinarily be an independently owned Kitset franchise business. The Franchisor is the Service Provider only when expressly identified in that capacity.

1.5 “Booking Request” means a request for possible services made through any booking channel. A Booking Request, allocation, indicative price or appointment invitation is not, by itself, an accepted service contract.

1.6 “Booking Acceptance” means a communication by the Service Provider, directly or through the Platform, that identifies the Service Provider and confirms its acceptance of the booking, the scope of Services, the Price or method of calculating it, and any material site or special requirements. It may be called an estimate, quote, confirmation or acceptance.

1.7 “Services” means the assembly, installation, mounting, anchoring, disassembly, relocation, delivery, packaging removal, limited servicing or other work expressly accepted in the Booking Acceptance.

1.8 “Price” means the charge stated or calculated under the Booking Acceptance, including agreed variations and applicable taxes.

1.9 “Agreement” means the Booking Acceptance, these Terms, any agreed variation and any applicable state specific addendum. If a specific written term in the Booking Acceptance conflicts with a general term here, the specific term controls, except where the law requires otherwise.

2. Booking and contracting arrangement

2.1 For a booking undertaken by an independently owned franchisee, your contract for the Services is with that franchisee as Service Provider. The franchisee is not a branch, employee, partner or subsidiary of the Franchisor. The Franchisor does not itself undertake, warrant or invoice those Services as principal.

2.2 The Franchisor may market the Services, receive and transmit a Booking Request, display indicative prices, allocate requests, assist with scheduling, operate the Platform or facilitate payment. These activities do not by themselves mean the Franchisor has accepted the request or become the Service Provider.

2.3 An Agreement for Services is formed only after the Service Provider has been identified, it has issued a Booking Acceptance, and you have accepted it. Acceptance may be given by an acceptance button, a reply, payment of a required deposit, or allowing work to begin after receiving the Booking Acceptance. An automated message is a Booking Acceptance only if it identifies the Service Provider and communicates that provider's acceptance of the work.

2.4 Where the Franchisor itself is expressly named as the Service Provider in the Booking Acceptance, it undertakes the obligations of the Service Provider under these Terms for that booking. References to the Franchisor's separate facilitation role apply only to bookings undertaken by independent franchisees.

2.5 A franchisee cannot bind the Franchisor, make a warranty on its behalf or assume an obligation for it without specific written authority. The Franchisor's administrative help or complaint referral does not, by itself, transfer the franchisee's service obligations to the Franchisor. Any liability of either entity for its own acts or omissions remains subject to applicable law.

3. Scope and standards of Services

3.1 The Service Provider will perform only the Services described in the Booking Acceptance and agreed variations, with reasonable care and skill and in accordance with applicable law.

3.2 Services are limited to work the Service Provider may lawfully perform. Unless expressly agreed in writing and performed by appropriately licensed personnel, the Services exclude electrical, plumbing, gas, structural modifications, foundations, ceiling fixings, product alterations, heater connections and other work requiring a license, certification or permit. The Service Provider may decline an anchoring method that is unsafe, differs from manufacturer instructions or requires a licensed contractor.

3.3 The Service Provider may visually inspect the product, Site and access route before work, record apparent pre-existing conditions with notes or photographs, and ask you to acknowledge them. It may pause or decline work that it reasonably considers unsafe, outside its permitted scope or materially different from the information supplied.

3.4 Appointment times and completion dates are estimates unless the Booking Acceptance expressly guarantees them. The Service Provider will use reasonable efforts to communicate material delays.

3.5 Packaging removal is included only when stated in the Booking Acceptance and, unless otherwise agreed, covers packaging associated with products assembled during that booking.

4. Customer information and Site readiness

4.1 You must give accurate and complete information about the product, quantities, dimensions, weight, instructions, Site, ground and supporting surfaces, access, stairs, parking, travel, anchoring needs and any unusual safety or timing requirements. The Service Provider may rely on information from you or a retailer or supplier acting on your behalf; it does not undertake to verify it before attendance unless expressly agreed.

4.2 Before attendance, ensure the correct product is at the Site, all components and fixings are present, instructions are available, the work area and access route are clear, dry and reasonably safe, and the product is reasonably close to the installation area. Disclose restrictions and provide photographs reasonably requested for quoting or safety.

4.3 Keep children, pets and other people away from the work area and follow reasonable safety directions. If the Booking Acceptance requires you to provide an able-bodied second person or other assistance, ensure that assistance is available and suitable.

4.4 You are responsible for permits, inspections and landlord, property owner, condominium or homeowners association approvals unless the Booking Acceptance expressly assigns that task to the Service Provider. Do not instruct anyone to work unlawfully or unsafely.

4.5 Before any ground penetration or fixing, identify and accurately mark concealed or underground water, gas, electricity, drainage, irrigation and communications services and any other relevant hazards. Arrange utility-location checks where appropriate. The Service Provider may refuse to proceed if it cannot reasonably assess the proposed location or method.

4.6 If inaccurate information, missing parts, lack of access, unsafe conditions or unavailable agreed assistance prevents or materially changes the work, the Service Provider will discuss reasonable options. A change in scope, Price or timing requires agreement under Section 6. Reasonable attendance or work charges disclosed in the Booking Acceptance may still apply, subject to applicable law.

5. Third party products and manufacturer instructions

5.1 Unless the Booking Acceptance expressly says otherwise, the Service Provider supplies a service, not the product. Product design, manufacturing defects, missing or defective components, recalls and a manufacturer's product warranty are matters for the retailer or manufacturer. The Service Provider may describe an observed issue without deciding another party's liability.

5.2 The Service Provider may rely on manufacturer instructions supplied for the product. It may stop or modify the proposed scope by agreement if the instructions are missing, unclear, incorrect or unsafe. It is not responsible for loss caused solely by an inherent product defect or inadequate manufacturer instruction, but remains responsible for its own failure to exercise reasonable care and skill.

5.3 If a product is faulty, incomplete or unsuitable, a return visit or attendance charge may apply only as disclosed in the Booking Acceptance or agreed later, and only to the extent lawful. The Service Provider is not responsible for pre-existing damage or hidden defects except to the extent its own Services cause or worsen the loss.

5.4 Minor marking inherent in reasonable assembly or movement is assessed in light of the product, Site and agreed method. This does not excuse a failure to exercise reasonable care and skill.

6. Price variations invoicing and payment

6.1 A price shown before the Service Provider's Booking Acceptance is indicative unless clearly identified as a binding offer by the Service Provider. The Booking Acceptance confirms the Price or its calculation and any disclosed attendance, cancellation or other charges.

6.2 If the actual product or Site differs materially from the information used to price the work, the Service Provider will explain the change and obtain your agreement to any variation before doing the additional work. A variation may be recorded in writing or through the Platform; a verbal on-site agreement should be recorded in the job record. If you do not agree, the Service Provider may stop, and disclosed reasonable charges for attendance and work already performed may apply subject to law.

6.3 A deposit, prepayment or payment on completion may be required as stated in the Booking Acceptance or invoice. The invoice will identify the Service Provider's legal name, address and contact details and any license or registration number required by law. Amounts for the Services are owed to that Service Provider.

6.4 The Platform may facilitate payment as an administrative service for the Service Provider. Payment processing does not change which entity supplies the Services. Raise a genuine invoice query promptly and pay any undisputed amount by its due date.

6.5 The Service Provider may recover lawful, proportionate debt recovery costs actually incurred and interest on overdue undisputed amounts only where the rate or basis was fairly disclosed before the Agreement was formed. It may suspend future work for nonpayment as permitted by law.

7. Cancellation failed attendance and delays

7.1 You may cancel or change a booking by contacting the Service Provider. If you give less than 48 hours' notice, a cancellation fee of up to $99 may apply, limited to the Service Provider's reasonable loss caused by the late cancellation and subject to any different lawful amount disclosed in the Booking Acceptance.

7.2 No cancellation fee applies to the extent cancellation results from the Service Provider's breach, an unsafe condition not caused by you, or where a fee would be unlawful. Mandatory cancellation and cooling off rights prevail.

7.3 If the Service Provider attends but cannot reasonably proceed because access, product, Site, safety conditions or agreed assistance is unavailable, it may charge the reasonable attendance or work amount disclosed in the Booking Acceptance and reschedule by agreement, subject to law.

7.4 If the Service Provider postpones for a reason within its control, it will offer a reasonable alternative time. It will communicate delays caused by weather, natural disaster, utilities, transportation, supplier disruption or other events outside its reasonable control and resume performance when reasonably possible. Your statutory rights remain unaffected.

8. Delivery relocation and transportation

8.1 Where the Booking Acceptance includes delivery or relocation, the identified Service Provider contracts for and performs that work in its own name. For an independently owned franchisee's booking, the Franchisor does not undertake transportation merely by facilitating the booking.

8.2 The Service Provider is responsible for property in its possession or control to the extent required by applicable law. You must accurately disclose the nature, size, weight, condition and value of goods, fragile components and access at both locations.

8.3 Any valuation, liability limit, released value or insurance option for transportation must be stated clearly in the Booking Acceptance and comply with applicable law. Your agreed assistance with lifting does not automatically remove the Service Provider's obligations; responsibility depends on cause and applicable law.

8.4 Unless the Booking Acceptance expressly provides otherwise and the Service Provider has the required authority, Services do not include an interstate household goods move. Any Service Provider undertaking one must comply with applicable federal and state requirements, including those for registration, estimates, documentation, insurance and claims.

9. Completion damage and complaints

9.1 Where practicable, you and the Service Provider should inspect the product and work area at completion and record concerns in the job record. Failure to identify an issue then does not waive a later claim.

9.2 Notify the Service Provider promptly after discovering possible damage, incomplete work or poor workmanship. Provide reasonable details, photographs if available and access to investigate. Prompt notice is requested to aid investigation; it does not cut off any longer right under law or the Workmanship Warranty in Section 10.

9.3 The Service Provider should have a reasonable opportunity to inspect and remedy an issue within a reasonable time where law permits. You need not allow a person lacking a legally required license, qualification or manufacturer authorization to carry out specialist repair. The Service Provider may refer an insured claim to its insurer and request reasonable evidence of condition, causation and repair cost.

9.4 For damage caused by the Service Provider's breach, negligence or other legal responsibility, it will address the issue in accordance with applicable law. The Workmanship Warranty separately covers defects in how covered assembly work was performed; proof of negligence is not required for a warranty claim.

9.5 Direct service and warranty complaints to the Service Provider identified in the Booking Acceptance or invoice. The Franchisor may assist with communication or review a complaint, without thereby assuming an independent franchisee's contractual duties.

10. Twelve month workmanship warranty

10.1 The Service Provider warrants that assembly, installation, mounting, anchoring and related workmanship within the agreed scope will be performed with reasonable care and skill. If a defect in that workmanship becomes apparent within 12 months after completion of the relevant work, the Service Provider will inspect it and, if covered, correct its workmanship at no charge within a reasonable time.

10.2 This warranty covers the Service Provider's work, not the product itself. It does not cover a product or component defect; incorrect or inadequate manufacturer or supplier instructions; ordinary wear and tear; misuse, accidental damage or lack of maintenance; movement or deterioration of the Site or supporting surface; or work changed or damaged by another person after completion. An exclusion applies only to the extent that circumstance caused the issue. These exclusions do not remove responsibility for the Service Provider's own faulty workmanship.

10.3 To claim, contact the Service Provider using the details in the Booking Acceptance or invoice and provide the booking or invoice number, a description of the issue and photographs if reasonably available. Please notify it after discovery by email addressed to [email protected]. A defect that became apparent within the 12 month period may be reported shortly afterwards where applicable law permits or requires it. The Service Provider may inspect before deciding the appropriate correction.

10.4 Correction of covered workmanship under this warranty is free of labor charges. If correction requires replacement of a product component because the component itself is defective, responsibility for that component rests with the product seller or manufacturer unless the Service Provider caused the damage or applicable law requires otherwise.

10.5 The Service Provider identified for the booking gives and fulfills this warranty, including where its employee or contractor performed the work. The Franchisor does not separately warrant an independent franchisee's Services. This warranty adds to, and does not replace or shorten, any rights or remedies under applicable law.

11. Consumer rights and liability

11.1 Nothing in the Agreement excludes, restricts or modifies a right, warranty, duty or remedy under applicable federal, state or local law that cannot lawfully be excluded, restricted or modified. Consumer rights may differ by location and type of work.

11.2 The Service Provider is responsible for direct loss or damage caused by its breach of the Agreement, negligence or failure to comply with a non-excludable duty. It is not responsible to the extent a loss was caused by a pre-existing condition, defective product, inaccurate customer information, another person's act or an event beyond its reasonable control, except where applicable law requires otherwise.

11.3 To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, punitive or consequential damages, or lost profits or revenue. This does not exclude losses or remedies that cannot lawfully be excluded, and it does not limit the no-charge correction promised by Section 10. A transportation-specific limit applies only if validly agreed under Section 8 and applicable law.

11.4 The Franchisor does not give an implied or express warranty for Services performed by an independent franchisee merely because it provides the brand or Platform. Any liability of the Franchisor for its own representations, acts or omissions is determined by applicable law. Neither this Section nor the contracting arrangement bars a claim that cannot lawfully be excluded.

12. Privacy records and communications

12.1 The Franchisor and Service Provider may each collect and use personal information for booking administration, service delivery, payment, safety, complaints, insurance, quality assurance and legal compliance. They may share it with each other and with relevant processors, insurers, retailers and advisers as reasonably necessary, subject to applicable law and the Kitset website privacy notice.

12.2 You agree that booking confirmations, variations, invoices and routine transactional notices may be sent electronically to the contact details you provide. Electronic acceptance and records may evidence the Agreement, subject to any additional consent or disclosure required by law. Keep your contact details current. This clause does not consent to marketing messages.

12.3 The Service Provider may document the Site and work before, during and after the Services for quality, safety, insurance and dispute resolution, subject to applicable privacy law.

13. Disputes governing law and state requirements

13.1 The parties will first try to resolve a dispute informally and in good faith. You may then use a court, small claims court, agency or other remedy available under applicable law. These Terms do not impose mandatory arbitration or waive participation in a class proceeding.

13.2 Except where mandatory law provides otherwise, the Agreement is governed by the law of the state where the Services are performed, without regard to conflict of law principles. A claim may be brought in a court or agency with jurisdiction. This does not deprive a consumer of a non-waivable right to use another forum.

13.3 If federal, state or local law requires a disclosure, license term, written contract, cancellation right, notice, warranty, insurance term or other provision different from these Terms, the mandatory requirement controls. A Booking Acceptance may include a state or service specific addendum.

14. General

14.1 The Agreement records the service terms accepted for the booking. It does not exclude liability for misleading conduct or prevent reliance on a representation that cannot legally be excluded.

14.2 The version of these Terms provided or linked before acceptance applies to the booking. Later website updates apply to future bookings and do not change an existing Agreement without agreement with the Service Provider.

14.3 If a provision is unlawful or unenforceable, it is modified to the minimum extent necessary or severed without affecting the remaining provisions. A failure or delay in exercising a right does not waive it.

14.4 You may not transfer the Agreement without the Service Provider's consent. The Service Provider may not transfer its obligations in a way that materially reduces your rights without consent, except as law permits.

14.5 These Terms apply regardless of booking channel. If the Services are booked through a retailer or supplier, that party's product sale terms do not change the Service Provider's obligations unless the Agreement expressly and lawfully says so.