Definitions

In these Terms and Conditions, the following words and expressions shall have the meanings assigned to them below:

• "Company", "We", "Us", "Our" refers to Stair Lift Chair, its directors, employees, agents, and authorised representatives.
• "Customer", "You", "Your" refers to the individual, household, or entity requesting a quotation, placing an order, or engaging the services of the Company.
• "Products" means stairlift systems, components, accessories, rails, and any related equipment supplied by the Company.
• "Services" means the supply, delivery, installation, commissioning, maintenance, repair, and aftercare services provided by the Company.
• "Installation" means the physical fitting and commissioning of a stairlift system at the Customer's premises by the Company's technicians.
• "Quotation" means a written or electronic price proposal issued by the Company to the Customer following a home assessment.
• "Order" means the Customer's formal acceptance of a Quotation, confirmed in writing or electronically.
• "Premises" refers to the physical address at which the Products are to be installed.
• "CPA" means the Consumer Protection Act 68 of 2008 of the Republic of South Africa.
• "POPIA" means the Protection of Personal Information Act 4 of 2013 of the Republic of South Africa.

Agreement to Terms

By contacting the Company, requesting a free home assessment, accepting a Quotation, placing an Order, or permitting the Company's technicians to carry out an Installation at your Premises, you acknowledge that you have read, understood, and agreed to be bound by these Terms and Conditions in their entirety.

These Terms and Conditions constitute the entire agreement between the Company and the Customer with respect to the supply of Products and Services. No verbal representation, prior agreement, or understanding shall override or supplement these Terms unless confirmed in writing by a director of the Company.

These Terms apply to all transactions and interactions with the Company, whether conducted in person, by telephone, by email, or through our website at stairliftchair.co.za.

Quotations and Pricing

3.1 Free Home Assessment

The Company offers a free, no-obligation home assessment to all prospective Customers. This assessment involves a survey of the Customer's staircase and a review of the Customer's mobility requirements. No charge is levied for this assessment regardless of whether the Customer proceeds with an Order.

3.2 Quotation Validity

All Quotations issued by the Company are valid for a period of 30 days from the date of issue, unless otherwise stated in writing. After this period, the Company reserves the right to revise pricing in line with supplier costs, exchange rate fluctuations, or operational changes.

3.3 Pricing Transparency

All Quotations provided by the Company are comprehensive and itemised. The quoted price includes the supply of the specified Product, delivery to the Customer's Premises, and professional installation by the Company's trained technicians unless explicitly stated otherwise.

3.4 VAT

All prices quoted are inclusive of Value Added Tax (VAT) at the prevailing rate, unless expressly stated otherwise. The Company is a registered VAT vendor. A valid VAT invoice will be issued upon completion of each transaction.

3.5 Price Variations

Where the Customer requests material changes to the scope of work after a Quotation has been issued — including but not limited to staircase modifications, additional rail sections, or changes to the chosen Product — the Company reserves the right to issue a revised Quotation reflecting the amended scope.

Orders and Payment

4.1 Placing an Order

An Order is confirmed when the Customer provides written or electronic acceptance of a Quotation and, where applicable, pays the required deposit. The Company will acknowledge receipt of each confirmed Order in writing.

4.2 Deposit

A deposit may be required upon confirmation of an Order, particularly for curved stairlift systems and custom-manufactured products. The deposit amount and payment schedule will be clearly stated in the Quotation. Deposits are non-refundable once the manufacturing or procurement process has commenced, subject to the provisions of the Consumer Protection Act.

4.3 Payment Terms

• The balance of the purchase price is due and payable upon completion of installation, unless alternative arrangements have been confirmed in writing.
• Payment may be made by electronic funds transfer (EFT), credit card, or any other method confirmed by the Company in writing.
• The Company reserves the right to suspend or cancel an Order where payment is not received in accordance with the agreed terms.
• Risk of loss and damage to the Products passes to the Customer upon delivery to the Premises, regardless of whether installation has been completed.

4.4 Ownership

Ownership of the Products remains vested in the Company until full payment of the purchase price has been received. In the event of non-payment, the Company reserves the right to repossess the Products at the Customer's expense.

4.5 Late Payment

Amounts outstanding beyond the agreed payment date will attract interest at the rate of 2% per month compounded monthly, or the maximum rate permitted by applicable law, whichever is the lesser.

Installation

5.1 Installation by Company Technicians

All installations are carried out exclusively by the Company's own trained, full-time technicians. The Company does not subcontract installation work to third parties unless explicitly disclosed to and agreed by the Customer in advance.

5.2 Customer Obligations

The Customer is responsible for ensuring that:

• Safe and unobstructed access to the staircase and surrounding area is provided on the agreed installation date.
• A responsible adult aged 18 years or older is present at the Premises throughout the installation.
• The electrical supply at the Premises meets the requirements specified by the Company prior to installation.
• Any structural defects, damp, or other conditions affecting the staircase that may impact installation are disclosed to the Company prior to the assessment.
• Pets are secured away from the installation area for the duration of the installation.

5.3 Installation Timeframes

Estimated installation timeframes are provided in good faith and are not guaranteed. Factors including staircase complexity, access conditions, and delivery logistics may affect actual installation dates. The Company will provide reasonable advance notice of any material change to a confirmed installation appointment.

5.4 Post-Installation

Upon completion of installation, the Company's technician will conduct a full operational test of the system and provide comprehensive user training to the Customer and any other household members who will use the stairlift. The Customer will be asked to sign a completion certificate confirming satisfactory installation.

5.5 Staircase Condition

The rail system is secured to the staircase treads and not to the walls. The installation process leaves only minor fastener holes in the treads. The Company takes all reasonable care to maintain the condition of the Customer's property during installation and will remove all packaging and installation waste upon completion.

Warranty and Guarantees

6.1 Manufacturer Warranty

All Products supplied by the Company carry a manufacturer's warranty against defects in materials and workmanship. The duration and scope of the manufacturer's warranty applicable to each Product will be communicated to the Customer at the time of quotation and confirmed in writing upon completion of the sale. The warranty period commences on the date of installation.

6.2 Installation Workmanship Guarantee

The Company provides a separate installation workmanship guarantee covering the quality and correctness of the installation work performed by its technicians. This guarantee is provided independently of the manufacturer's product warranty and runs for a period of 12 months from the date of installation.

6.3 Warranty Exclusions

The warranty does not cover:

• Damage caused by misuse, negligence, or use of the Product contrary to the Company's instructions.
• Fair wear and tear resulting from normal use over the life of the Product.
• Damage caused by unauthorised modifications, repairs, or adjustments carried out by persons other than the Company's authorised technicians.
• Damage arising from power surges, flooding, fire, or other events beyond the Company's reasonable control.
• Consumable components including batteries (beyond the initial warranty period specified by the manufacturer).
• Pre-existing structural defects at the Customer's Premises not disclosed prior to installation.

6.4 Warranty Claims

Warranty claims must be submitted in writing to sales@stairliftchair.co.za. The Company will assess all warranty claims within a reasonable time and, where a valid claim is confirmed, will repair or replace the defective component or Product at no cost to the Customer, at the Company's discretion.

6.5 Servicing of Third-Party Brands

The Company services and maintains most major stairlift brands regardless of original installation source. Servicing of third-party products is carried out on a commercial basis and is not covered by the Company's installation workmanship guarantee.

Limitation of Liability

7.1 General Limitation

To the fullest extent permitted by applicable South African law, the Company's total liability to the Customer — whether in contract, delict, or otherwise — shall not exceed the total amount paid by the Customer to the Company in respect of the specific Product or Service giving rise to the claim.

7.2 Consequential Loss

The Company shall not be liable for any indirect, incidental, special, or consequential loss or damage arising out of or in connection with the supply of Products or Services, including but not limited to loss of earnings, loss of business, personal injury sustained while using the Product contrary to instructions, or property damage unrelated to the installation work.

7.3 Force Majeure

The Company shall not be liable for any delay or failure in performance resulting from causes beyond its reasonable control, including but not limited to acts of God, civil unrest, load shedding, transportation disruptions, supplier delays, or government actions. In such circumstances, the Company will notify the Customer promptly and work to resolve the delay as quickly as reasonably practicable.

7.4 Personal Use of Product

The Customer acknowledges that stairlift systems are mobility aids and that appropriate use is the sole responsibility of the user. The Company strongly recommends that all household members familiarise themselves with the correct operation of the stairlift and the safety features as demonstrated during the post-installation training session.

Returns and Cancellations

8.1 Cancellation Before Installation

The Customer may cancel an Order at any time before the installation date by providing written notice to the Company. Where a non-refundable deposit has been paid and manufacturing or procurement has commenced, the deposit will be retained. Where cancellation occurs before any manufacturing or procurement has commenced, the deposit will be refunded in full within 10 business days.

8.2 Cancellation of Curved Stairlift Orders

Curved stairlift rail systems are custom-manufactured to the specific geometry of the Customer's staircase and are therefore non-refundable once manufacturing has commenced. The Customer will be notified in writing before manufacturing commences and given a final confirmation opportunity.

8.3 Return of Products

Installed stairlift systems may be removed and returned within 6 months of installation, provided the Product is in good working condition, subject to a decommissioning and removal fee. Please contact us to discuss your specific circumstances.

8.4 Consumer Protection Act Cooling-Off Period

Where the Customer qualifies as a "consumer" under the CPA and the sale was concluded as a result of direct marketing, the Customer is entitled to a 5-business-day cooling-off period in accordance with Section 16 of the CPA. Notice of cancellation under this provision must be provided in writing to sales@stairliftchair.co.za.

Consumer Protection Act Compliance

The Company operates in full compliance with the Consumer Protection Act 68 of 2008. The following specific rights are acknowledged and respected:

• Right to fair and honest dealing: The Company will not engage in misleading, deceptive, or unconscionable conduct in any dealings with Customers.
• Right to disclosure of information: All material information regarding Products and Services, including pricing, specifications, and warranties, will be communicated clearly and accurately.
• Right to safe and quality Products: All Products supplied are safety-tested and meet applicable standards. The Company will not knowingly supply defective or unsafe Products.
• Right to fair value, good quality, and safety: The Company undertakes to supply Products and Services that are fit for purpose and of acceptable quality.
• Right to equality in the consumer market: The Company does not discriminate against any Customer on any grounds prohibited by applicable law.

For queries regarding your rights under the Consumer Protection Act, please contact the National Consumer Commission at 0860 266 786 or visit www.thencc.org.za.

Privacy and POPIA Compliance

10.1 Collection of Personal Information

The Company collects personal information from Customers for the purpose of processing enquiries, providing quotations, fulfilling orders, performing installations, and maintaining ongoing service relationships. The information collected may include names, contact details, physical addresses, and staircase specifications.

10.2 Use of Personal Information

Personal information is used exclusively for the purposes for which it was collected. The Company does not sell, rent, or share Customer personal information with third parties for commercial purposes. Information may be shared with service providers directly involved in delivering the Company's services, subject to appropriate confidentiality obligations.

10.3 POPIA Compliance

The Company processes personal information in accordance with the Protection of Personal Information Act 4 of 2013. Customers have the right to request access to their personal information, request corrections, and object to the processing of their information by contacting the Company's Information Officer at sales@stairliftchair.co.za.

10.4 Data Security

The Company implements reasonable technical and organisational measures to protect Customer personal information against unauthorised access, loss, or disclosure.

10.5 Marketing Communications

The Company may, from time to time, send service updates or relevant information to Customers who have provided consent. Customers may opt out of marketing communications at any time by contacting the Company directly.

Intellectual Property

All content on the Company's website, including but not limited to text, graphics, logos, images, and product descriptions, is the intellectual property of Stair Lift Chair or its content licensors and is protected by applicable intellectual property laws.

No content from the Company's website or marketing materials may be reproduced, copied, distributed, or used for commercial purposes without prior written consent from the Company.

Product names, manufacturer trademarks, and brand identifiers appearing on the Company's website remain the intellectual property of their respective owners and are used for descriptive purposes only.

Acceptable Use of Website

Users of the Company's website agree not to:

• Use the website for any unlawful purpose or in violation of any applicable law or regulation.
• Attempt to gain unauthorised access to any part of the website or its associated systems.
• Transmit any harmful, offensive, or disruptive content through the website's contact or enquiry forms.
• Use the website to collect or harvest personal information about other users.
• Reproduce or republish any content from the website without prior written authorisation.

The Company reserves the right to restrict access to the website or any of its features at any time without notice.

Disputes

13.1 Complaint Resolution

Any complaint or dispute arising from a transaction with the Company should be submitted in writing to sales@stairliftchair.co.za in the first instance. The Company undertakes to acknowledge all written complaints within 2 business days and to provide a substantive response within 10 business days of receipt.

13.2 Mediation

Where a complaint cannot be resolved through direct engagement, the parties agree to attempt resolution through good-faith mediation before initiating formal legal proceedings. The cost of mediation shall be shared equally between the parties unless otherwise agreed.

13.3 Consumer Tribunal

Customers who remain dissatisfied following the Company's internal complaint process are entitled to refer the matter to the National Consumer Tribunal or the relevant provincial Consumer Affairs Office in accordance with the Consumer Protection Act.

13.4 Legal Proceedings

If a dispute proceeds to legal action, it shall be adjudicated in the courts of the Republic of South Africa having jurisdiction over the matter.

Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of South Africa. The parties consent to the jurisdiction of the South African courts in respect of all disputes arising from or in connection with these Terms.

Relevant legislation applicable to these Terms includes, without limitation:

• Consumer Protection Act 68 of 2008
• Protection of Personal Information Act 4 of 2013 (POPIA)
• Electronic Communications and Transactions Act 25 of 2002 (ECTA)
• Companies Act 71 of 2008
• Value Added Tax Act 89 of 1991

Changes to These Terms

The Company reserves the right to amend, update, or replace these Terms and Conditions at any time. The most current version of these Terms will always be available on the Company's website at stairliftchair.co.za/terms-and-conditions/.

The date of the most recent revision is displayed at the top of this page. Continued use of the Company's services following any amendment constitutes acceptance of the revised Terms. We recommend reviewing these Terms periodically.

Where a material change is made that significantly affects the rights of existing Customers, the Company will make reasonable efforts to notify affected Customers directly.

Contact Us

If you have any questions, concerns, or requests relating to these Terms and Conditions, your rights as a consumer, your personal information, or any transaction with the Company, please contact us through any of the following channels:

• Email: sales@stairliftchair.co.za
• Website: stairliftchair.co.za/contact-us/
• Service Area: Nationwide
• Business Hours: Monday to Friday 09:00–17:00 · Saturday 09:00–14:00

We are committed to responding to all written enquiries within 2 business days.