Adventure Rigs — Customer Agreement

1. Parties & Entity

These Terms & Conditions ("Terms") govern the agreement between Adventure Vehicles Australia Pty Ltd (ABN 13 667 823 359), trading as Adventure Rigs ("we", "us", "our"), and you, the customer placing an order through our website, phone, or Lower North Shore Sydney workshop.

By ticking the acceptance checkbox at checkout or by paying any instalment, you confirm you have read, understood and agreed to these Terms. A timestamped, version-stamped record of your acceptance (including IP address and browser user-agent) is stored against your order for dispute-resolution purposes.

2. Eligibility

• You must be 21 years or older on the date of collection (insurance requirement).
• You must provide a valid passport, and (if an international traveller) proof of visa duration, so that Rego and CTP can be issued in your name.
• You must hold a driver's licence valid in the Australian state where you will collect the vehicle. Non-Australian licences are accepted per Austroads and the relevant state's guest driver rules; an International Driving Permit is recommended.
• You must collect the vehicle in person. We cannot release a vehicle to a nominated third party. This is non-negotiable and is how we verify your right to drive.

3. Payments — Three-stage schedule

Our quote splits the total into two components: (a) the Equipment / Build (parts + labour + certification) and (b) the Vehicle (sourced for you on the used market). Every confirmed build follows a transparent three-stage schedule. Each stage is invoiced and paid via secure Stripe Checkout, and is gated on the previous stage being completed:

1. Stage 1 of 3 — Build Deposit (50% of equipment). Paid after we review and accept your build. Funds the materials lock-in and triggers vehicle sourcing.
2. Stage 2 of 3 — Vehicle Payment (100% of confirmed vehicle price + Sourcing Service Fee §3A). Paid when you've approved the sourced vehicle. Payment transfers beneficial interest in the vehicle to us on your behalf.
3. Stage 3 of 3 — Handover Balance (remaining 50% of equipment). Paid on collection day after walkthrough sign-off.

Build acceptance: after you submit a configurator build, our team reviews it (typically same business day) and either accepts the build and sends you a Stage 1 invoice via email, or declines with a reason and refunds any soft-commit fees you've already paid (slot reservation §3B / consultation deposit §3C). You are not committed to anything until you choose to pay Stage 1.

Payment methods: Visa/Mastercard via Stripe (preferred), Afterpay and Klarna (small instalments — subject to BNPL provider transaction caps; typically available on the Builder Consultation Deposit and on Stage 1 build deposits under ~$2,000 AUD), and direct bank transfer for Australian residents. All amounts are in AUD and include GST where applicable.

3A. Vehicle Sourcing

Our vehicle sourcing service is included — you pay the confirmed vehicle purchase price at Stage 2 and nothing more. Any inspection, transport, rego-transfer and admin costs are absorbed into our operating overhead and are already reflected in the tier price estimates shown on the configurator.

Tier price disclaimer. Vehicle tier prices shown on the configurator (e.g. "Outback Ready from $18,000") are estimates only. Final vehicle cost is confirmed when we source your rig and may vary up or down depending on the used-vehicle market at that time. You will always see and approve the final vehicle figure before the Stage 2 payment is taken, and you can decline and ask us to keep looking.

3B. Consult & Slot-Lock Options

At the end of the configurator you can pick one of three options to engage with us before paying the Stage 1 Build Deposit:

1. Free 15-minute phone chat — no payment, no commitment. Useful if you want a quick sense-check on your spec or eligibility before committing money. Booked via /book-call.
2. $200 AUD inc. GST — Build Slot Lock (amount set in our admin panel). Reserves the next available workshop fit-out slot in your name for 7 calendar days. During that window the slot is held — we will not offer it to another customer. This is a slot reservation only and does not include a chat or consult. If you want time with us, choose the $500 option below or book the free 15-minute call.
3. $500 AUD inc. GST — Full Consult + Slot Lock (amount and duration set in our admin panel; currently a 60-minute one-on-one consult with the founder via phone or Microsoft Teams). Reserves the next available workshop slot AND books a structured consult to finalise spec, vehicle tier, accessories and timelines. Includes a written build summary emailed afterwards.

Credits and refunds — applies to BOTH paid tiers ($200 and $500):

• The paid amount is credited in full against your Stage 3 (final 50%) Handover Balance on collection day — never against Stage 1, never against Stage 2.
• The fee is strictly non-refundable under any circumstances. You either proceed with a build and the fee is applied as a Stage 3 credit, or you do not proceed and the fee is retained as payment for our time and the slot we held for you.
• The Stage 3 credit is valid for 60 days from payment. If you have not paid your Stage 1 Build Deposit within 60 days the credit lapses; we may, at our discretion, extend or honour an expired credit on request.
• Free 15-minute chats carry no credit (there is nothing to credit) and lapse automatically if you don't book a follow-up within 60 days.

3C. Sydney Handover · Exception for Extreme Circumstances

All vehicles are built at our Lower North Shore Sydney workshop and all handovers are conducted at that workshop in person by default. If you live outside Sydney the strongly preferred option is to travel to Sydney to collect (see clause 9 — Uber Black to the workshop is on us).

In extreme circumstances (documented medical reasons, active military deployment, a genuine hardship we agree to in writing) we may agree to a Virtual Handover + Shipped Delivery:

• You provide a full destination address and, where applicable, evidence supporting the exception request. Approval is at a director's discretion and confirmed in writing before we schedule the virtual handover.
• The handover is conducted over a live video call — full build walk-through, licence verification against a live photo of the licence-holder, safety brief and signed acknowledgement (electronic).
• We arrange the interstate freight ourselves using a carrier we have vetted for that route. We invoice the actual freight cost at cost plus a small handling amount that is quoted and approved before the vehicle leaves the workshop. This amount is added to your Stage 3 balance.
• Risk passes to you at the moment you sign the electronic handover acknowledgement, before the vehicle is loaded. From that point the carrier's insurance covers transit and we cooperate fully with any claim.
• Virtual handover is not offered simply because in-person travel is inconvenient. It is genuinely reserved for cases we cannot reasonably ask you to travel for.

3D. Vehicle & Build Finance (optional)

For customers who'd rather spread the full build cost over time, we partner with Australian motor-vehicle finance companies who can fund the entire build — vehicle + equipment + Vehicle Sourcing Service Fee — over a typical 3 to 7 year term.

• You apply through our partner via the "Talk to us about finance" CTA on the configurator review screen, or by emailing us directly.
• A soft credit check is performed first — this does not affect your credit score.
• If approved, the finance company pays Adventure Vehicles Australia directly across all three stages on your behalf. You then repay the finance company in monthly instalments under their separate finance agreement.
• The Vehicle Sourcing Service Fee (§3A), Slot Reservation (§3B) and Consultation Deposit (§3C) terms apply identically whether you self-fund or use finance — the only difference is who is making the actual payment to us.
• Finance approval can take 1–5 business days. If approval is denied, you may proceed with the standard 3-stage self-funded payment schedule, or cancel for a full refund of any soft commit (slot reservation / consultation deposit).
• For amounts under ~$3,000 AUD, you may alternatively use Afterpay, Klarna or Zip Pay at the Stripe Checkout stage. No application or credit check is required for these BNPL options.

Adventure Vehicles Australia is not a credit provider, financial adviser, or broker. We refer you to independent partners; your finance agreement is between you and the finance company, not us.

4. Cancellation & Refund Rules

• Within 7 days of paying your Stage 1 Build Deposit, before vehicle sourcing commences: full refund of the deposit, minus the actual Stripe processing fee (~1.5%) which Stripe retains and does not return to us.
• After 7 days, before vehicle match: we retain a flat 15% administration fee on the deposit; the balance is refunded.
• After Stage 2 (vehicle matched and paid for) but before collection:
  • We retain a 20% administration fee on the Vehicle + Build amounts already paid;
  • We retain the actual, verified cost of any custom-order items (e.g. Boxed Fitouts, fabricated frames) — these are non-refundable in full;
  • We retain all non-refundable third-party costs (rego, CTP, compliance, pre-purchase inspection, workshop time already booked);
  • The remainder is refunded after we resell the vehicle and recoverable parts at market value.
• After collection day: the sale is final. Refunds only available under the Australian Consumer Law for major failures (see §8).
• Non-collection / no-show: if you do not collect the vehicle within 30 days of being notified it is ready, we treat this as a cancellation under the paragraph above and may resell the vehicle to recover costs.

5. Changes & Swaps During the Build

• You may swap or add accessories up to the day work begins on that item. Swaps made after that incur a 20% restocking fee on the removed item.
• Custom-order items (Boxed Fitouts, fabricated storage, made-to-measure units) are non-refundable and non-swappable once ordered from the supplier. We will tell you at quote stage which items fall into this category.
• Price increases or decreases from swaps are applied to the Build Balance payable at collection.

6. Build Timeline & Delays

Realistic end-to-end timeline is 8–10 weeks: approximately 2 weeks for us to physically source, inspect, transport and accept your vehicle, then 6–8 weeks for fit-out, roadworthy certification, final QC and rego. The build clock starts the day you approve the matched vehicle, not the day you pay your deposit.

This is a target, not a guarantee. The following events pause the timeline and are not grounds for refund ("Force Majeure"):

• Supply chain delays on accessories or parts (including overseas shipping);
• Delays caused by the customer (late responses to approval requests, failure to provide documents);
• Acts of God, fire, flood, industrial action, pandemic restrictions, government delay in issuing rego/CTP.

If a delay runs beyond 10 weeks from vehicle confirmation for reasons within our control, you may cancel under §4 with the administration fee reduced to 10% as compensation.

7. Warranty

Workmanship warranty: 12 months from collection. Covers all Adventure Rigs labour — fitment, wiring, plumbing, mounting and finishing carried out by our team. Separate from and additional to any manufacturer warranty on the components fitted.

Driveline / mechanical warranty: 6 months OR 10,000 km from collection, whichever comes first. Covers engine, transmission and driveline of the base vehicle supplied by Adventure Rigs. Extended 6-month cover is available as a paid add-on at deposit.

Component warranties: Every accessory fitted to your build (fridges, batteries, solar, awnings, comms, drawers, etc.) carries the original manufacturer warranty from collection date, in your name. The full list — including expiry dates for each component — is captured on your Build Hub (accessible via the QR sticker in your glovebox) and stored in your SharePoint pack.

Typical examples: Renogy solar/battery 5 years, Dometic 2 years, Darche 2 years, STEDI lifetime on LED housings.

Service intervals to maintain warranty: first service at 6 months OR 10,000 km (whichever comes first), then every 6 months / 10,000 km.

What voids the mechanical warranty:

• Off-road use beyond the manufacturer's recommended use (hard rock-crawling, sustained deep-water crossings, sand driving without tyre deflation);
• Exceeding the vehicle's towing or GVM limits;
• Missed scheduled servicing (see intervals above);
• Unauthorised modifications (engine tunes, ECU flashes, suspension lifts by third parties);
• Neglect, accident damage, or damage caused by a third party;
• Wear-and-tear items: tyres, brake pads & rotors, wiper blades, globes, clutch friction surfaces, 12V starter batteries, timing belts at scheduled interval, fluids.

How warranty claims work:

1. Call us first on (02) 5943 7341, or scan the QR sticker in your glovebox to open your Build Hub — it works offline and has all your warranty dates + our contact numbers. If you're in Sydney, we book you in on the Lower North Shore — free of charge.
2. If you're interstate, we find you a trusted local garage and authorise the work by email before it starts. We reimburse paid invoices directly into your nominated account within 5 business days.
3. If you cannot reach us and the vehicle is immobile, you may go to any qualified mechanic; we reimburse reasonable costs up to AUD $1,500 per claim on presentation of a tax invoice and the original diagnosis. Costs above that cap require prior written authorisation.
4. Repeated failure of the same component after three repair attempts qualifies for a replacement or pro-rata refund under the Australian Consumer Law "major failure" rules.

8. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any statutory guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth), the Australian Consumer Law, or any other applicable law which cannot be excluded. Where our liability cannot be excluded, it is limited to re-supply of the goods or the cost of re-supply.

9. Handover & Post-Handover Freight

• All handovers occur in person at our Lower North Shore Sydney workshop by default. We conduct a full walk-through of the build, verify your driver's licence in person, complete the safety brief, and take dated reference photos before you sign the handover acknowledgement.
• We provide a complimentary Uber Black from your Sydney address to the workshop on collection day. If you are flying in from interstate you are responsible for your own travel to Sydney.
• Virtual handover + shipped delivery is available only in the extreme circumstances defined in clause 3C, and only with prior written approval from a director. Where approved, we arrange freight ourselves using a carrier we have vetted for the route and invoice the freight cost (at cost plus a small handling amount) as part of your Stage 3 balance. You must supply a full destination address before we schedule the virtual handover.
• You cannot nominate another person to collect on your behalf — we need to verify your identity and driving eligibility in person, or on a live video call for approved virtual handovers.
• Risk passes to you the moment you sign (or e-sign) the handover acknowledgement. For in-person handovers that is at our workshop; for approved virtual handovers that is on the video call, immediately before loading.
• If you arrange your own transport after an in-person Sydney handover, that is a matter between you and the transporter. We can share the destination and pickup details with your carrier as a courtesy but do not contract on your behalf.

10. Buyback Programme

• The buyback offer is valid for 12 months from collection and up to 30,000 km. Vehicles outside either limit are not eligible for buyback but we will still give you a fair private-sale valuation.
• Indicative offer range is 60–75% of the original total paid, with a minimum floor of 50% provided the vehicle is returned in fair condition with all accessories present.
• On collection we record the starting odometer and take dated reference photos of the vehicle and every accessory. On return we repeat the inspection.
• "Fair wear and tear" is assessed against the NRMA / Insurance Council of Australia fleet return standards — minor scuffs, stone chips, light interior wear are included. Panel damage, mechanical faults, missing/broken accessories, or damage from off-road misuse are deducted at replacement cost based on current retail pricing.
• Accessories must be in working condition. Non-working or missing items are either replaced before return or deducted from the buyback offer.
• We pay the refund within 5 business days of you accepting the final offer: card refunds via Stripe to the original card(s), and bank transfer for Afterpay-paid portions.

11. Privacy & Data

We collect your name, email, phone, address, date of birth, passport/visa details and licence details solely to fulfil your order, register the vehicle and meet our legal obligations. We store data securely in encrypted databases.

We share data with the following third parties, strictly for order fulfilment, communications and operations:

• Stripe (payments and refunds) — see Stripe's global privacy policy;
• SendGrid (Twilio SendGrid) (transactional email delivery);
• Twilio (SMS, voice calls, voicemail recordings and AI transcripts). Voice recordings are retained for 30 days then deleted unless flagged for dispute resolution;
• Microsoft 365 — we use Microsoft Graph API to read messages sent to info@adventurerigs.com.au into our Comms Center, and to sync calendar bookings to staff Outlook calendars. Microsoft is our email and calendar provider; their privacy terms apply;
• Anthropic Claude, OpenAI, Google Gemini (routed through Emergent's LLM gateway) — used for the AI live-chat widget, automatic call summaries, lead scoring, and the wording of re-engagement emails. These providers do not store the content of your messages beyond the response window. We never send your payment card details, passport, driver's licence or visa data to AI providers;
• Sentry (aggregated, anonymised error logs only — no personal data);
• Licensed vehicle transporters, where you book interstate delivery.

If you opt in to browser push notifications on your customer dashboard, we use the W3C Push API (VAPID keys). You can revoke this in your browser settings at any time. We do not sell your data. Marketing emails are strictly opt-in at signup and you can unsubscribe at any time.

12. Disputes & Governing Law

• Talk to us first. Email info@adventurerigs.com.au or call (02) 5943 7341. We commit to responding within 2 business days and resolving most issues directly.
• If we can't agree, we will use a jointly-appointed mediator (at shared cost) before any party commences proceedings.
• These Terms are governed by the laws of New South Wales, Australia. The courts of NSW have exclusive jurisdiction for any dispute not resolved via mediation.

13. Changes to These Terms

We may update these Terms from time to time. The version stamped against your order at time of payment is the one that applies to that order, even if a later version is published on our website.