The terms that apply to every Primal Protection quote, deposit and installation.
1. Acceptance of Terms
By accepting any proposal, paying a deposit, or proceeding with an installation by Primal Protection, the customer acknowledges and agrees to be bound by these Terms & Conditions.
2. Glass Type, Pre-Existing Damage & Breakage
Primal Protection conducts glass assessments and selects film based on manufacturer guidelines and industry best practice. Despite this, certain issues such as hidden defects, edge damage, micro-cracks, inclusions, or weaknesses concealed by window frames, rubbers, putty, or sealants may not be visible prior to installation. These pre-existing faults can cause glass to crack or break during or after installation due to increased thermal load.
As such, Primal Protection accepts no liability for any glass breakage, cracking, scratching, or frame/seal damage.
3. Low-E & Coated Glass
Low emissivity (low-E) glass carries a delicate metallic coating on the glass surface. On low-E glass we cannot use our standard steel scraper blades to prepare the glass or to remove film, as they would damage the coating. Because of this, glass preparation on low-E surfaces is more limited and the finished installation may contain more minor inclusions or imperfections than an installation on standard glass. These are a known limitation of working on low-E glass and are not defects or grounds for replacement.
Once film has bonded to a low-E coating it is very difficult to remove. If a customer requests removal or replacement of film installed on low-E glass for any reason, removal will be charged at $500 per square metre. Primal Protection accepts no liability for any marks, scratches or damage to low-E coatings that occur during installation or removal, despite all reasonable care being taken.
It is not possible to determine whether glass that already has tint or film on it is low-E coated until removal of the existing film has begun. If low-E glass is discovered during a removal, the quoted price will need to increase to reflect the additional time and care required, and the customer may choose to proceed at the revised price or stop the works, with payment due for work completed to that point.
4. Installation Environment & Minor Inclusions
Window film is not installed in a fully sterile environment. While Primal Protection follows strict cleaning and preparation processes, small particles, fibres, or minor inclusions may remain. These minor inclusions fall within industry standards and do not affect film performance.
Primal Protection will replace any panel we deem below acceptable standard; however, a 100% flawless installation is not always achievable.
5. Edge Gaps
A small installation gap around the film edge is standard practice. This gap may be more visible on darker films or on white window frames. Edge gaps are not considered defects.
If a customer considers the appearance of edge gaps unacceptable, silicone edge sealing is available as an optional extra (see Section 6). Silicone edge sealing is not a standard inclusion in any installation and is carried out at an additional cost, which will be quoted on request.
6. Silicone Edge Sealing
Certain films, particularly external films, require silicone edge sealing as specified by the film manufacturer. The silicone is a small bead applied around the perimeter of each panel that bonds the film to the glass and the window frame. Where existing rubbers or seals are present, they may need to be trimmed or siliconed over as part of this process.
Silicone edge sealing is carried out by external contractors engaged by Primal Protection. While we have selected experienced contractors who specialise in this work, they are independent of Primal Protection. Primal Protection accepts no responsibility or liability for the workmanship of these contractors, and silicone edge sealing is not covered by any Primal Protection warranty.
Customers are welcome to arrange their own silicone edge sealing instead. If you would prefer to organise this yourself, simply let us know before installation. Where the manufacturer requires edge sealing, the film warranty may depend on it being completed.
7. Curing Time & Appearance
Window film requires curing time. Depending on temperature, humidity, and glass type, full curing may take up to 90 days. During this period, moisture pockets, haziness, and small bubbles are normal. These temporary visual effects are not grounds for replacement during the curing phase.
It is important that customers do not attempt to push out, press, pierce or otherwise remove bubbles or moisture pockets themselves. These will disperse naturally as the film cures. Any attempt to work them out by hand can permanently damage the film, and damage caused this way is not covered by warranty.
8. Cleaning & Maintenance
Windows must not be cleaned for at least 30 days after installation, or until all curing is completed, whichever is longer. After curing, use only water, mild detergent, and tint-safe, non-abrasive cloths. The use of scrubbing pads, razor blades, or harsh chemicals will void warranty and may damage the film.
9. Warranty
Primal Protection provides warranty coverage based on the film manufacturer’s specifications. Warranty does not cover damage caused by improper cleaning, misuse or accidental damage, pre-existing faults, building movement, scratching, environmental contamination, or any consequential losses.
10. Access Requirements
The customer must provide safe and reasonable access to all areas where work will be performed. Any delays caused by restricted access, obstructions, or unsafe conditions may result in additional charges. The customer is responsible for ensuring all furniture, décor, valuables, and personal belongings are moved away from the work area before Primal Protection arrives.
If Primal Protection is required to move any furniture, belongings, or household items to gain access to the glass, this is done entirely at the customer’s risk. Primal Protection accepts no responsibility for any damage, scratches, breakages, or marks that may occur as a result of moving these items.
If the customer chooses not to remove furniture, décor, valuables, or other items, and Primal Protection is required to work around these obstacles, the customer acknowledges that Primal Protection will take all reasonable care, but accepts no liability for any accidental damage, contact, or incidental impact caused while working in restricted or confined spaces.
Primal Protection is not responsible for reinstalling, repositioning, or adjusting any items after the installation is complete.
11. Blinds, Curtains, Flyscreens & Shutters (Access to Glass)
The customer is responsible for removing all blinds, curtains, shutters, flyscreens, security screens, pelmets, and any other coverings that restrict access to the glass prior to Primal Protection's arrival. Failure to remove these items may limit access, affect installation quality, or cause delays.
If Primal Protection is required to work around these items, the customer acknowledges that installation quality may be impacted, additional time may be required, and Primal Protection may charge for delays or access difficulties.
Primal Protection accepts no responsibility for any damage to blinds, curtains, shutters, flyscreens, brackets, fittings, or associated hardware if we must work around them.
Primal Protection does not reinstall any blinds, curtains, flyscreens, shutters, or related fixtures.
12. Site Readiness, Construction & Other Trades
Window film cannot be installed in dusty or unfinished environments. Airborne dust and debris from construction work or other trades settles on the glass and becomes trapped under the film, resulting in an unsatisfactory finish. For this reason Primal Protection does not install film on active construction sites or in unfinished homes, and must be the last trade on site, with installation scheduled after all other work is complete and the final clean has been carried out.
If Primal Protection arrives on site and other trades are working, or the site is not ready for installation, we will at our discretion either:
(a) install what we reasonably can, with the customer acknowledging that installation quality may be reduced and that any resulting imperfections are not defects and are not grounds for replacement or warranty claims; or
(b) reschedule the installation, in which case an additional fee of $500 will apply to cover the lost installation day.
13. Deposits & Payment Terms
A deposit is required to secure the installation date. Full payment is required on the day of completion, before technicians leave the site. If you are not going to be onsite at time of installation, please make sure someone authorised to make payment is available. Where a payment method has been saved with our secure payment provider (Stripe), the balance owing may be charged to that saved payment method on completion of the installation.
14. Variations & Additional Work
Any changes to the original scope, including extra windows, restricted access, difficult frames, or on-site additions, may incur further charges. These will be discussed with the customer prior to proceeding.
15. Removal of Existing Film
Removing old or degraded window film is an inherently invasive process. Aged film bonds hard to the glass, and removal requires significant pressure, scraping with blades and the physical working of the glass surface to lift the film and its adhesive. Because of the force and scraping involved, removal carries a genuine risk of damage including scratches, fading, adhesive marks and damage to windows, frames and seals, and Primal Protection is not liable for such damage despite all reasonable care being taken. Glass with weakened edges or pre-existing damage may crack during removal; Primal Protection holds no liability in these cases.
Certain removals require the use of chemicals and solvents to break down aged adhesive and lift the film from the glass. While all care is taken when using these products and the vast majority of windows are completely unaffected, Primal Protection is not liable for any damage these chemicals or solvents may cause to glass, window seals, frames, tint, coatings, surrounding surfaces or other property.
16. Liability
Primal Protection will take all reasonable care during installation; however, we are not liable for pre-existing faults, structural defects, cracking caused by thermal stress, building movement, insects, dust, environmental contamination, or any consequential losses. Primal Protection’s total liability is limited to the cost of the film installed.
17. Cancellations & Rescheduling
Primal Protection prepares and pre-cuts window film in advance to suit each specific job. Once film has been cut and rolled for installation, the order is considered confirmed and locked in.
Film manufacturers recommend that pre-cut film be installed within approximately 7 to 14 days of preparation. For this reason, changes to the installation date, scope of work, glass sizes, or film selection after film preparation may result in issues with product suitability and scheduling availability.
Rescheduling an installation after film has been pre-cut may not always be possible within the recommended installation timeframe due to technician availability and existing bookings. If Primal Protection is unable to accommodate an alternative installation date within this timeframe, the job may be treated as a late cancellation and the deposit will be non-refundable.
Where rescheduling is possible after film preparation, Primal Protection reserves the right to apply additional fees to cover material handling, preparation, and administrative costs.
18. Customer Responsibilities
The customer agrees to provide clear and safe access, remove blinds and coverings, follow aftercare instructions, inform Primal Protection of any known faults, and ensure children and pets are kept away from the work area.
Questions?
If anything here is unclear, contact us or call 0401 507 009 and we will happily talk you through it.