1. Purpose and application

This policy explains how ARK Project Limited manages installation work supplied through ARK Kitchen or an applicable ARK Renovation project.

It applies together with the accepted quotation, contract, approved drawings, material selections, written variations, payment schedule, Delivery Policy, Warranty Policy and any project-specific conditions. If there is a conflict, the signed contract and latest approved written variation take priority for the relevant project.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded under New Zealand law.

2. Installation scope

Installation includes only the work expressly listed in the accepted quotation, contract or approved written variation.

Depending on the agreed scope, installation may include:

• receiving or unloading ARK-supplied cabinetry

• positioning, levelling and fixing cabinets

• installing doors, drawers, shelves, panels, fillers, scribes and toe kicks

• installing handles, aluminium profiles and ARK-supplied hardware

• adjusting hinges, doors, drawers and runners

• installing laminate or other benchtops where included

• coordinating specialist benchtop installation where included

• completing reasonable installation-area cleanup

• carrying out final cabinetry checks and recording follow-up items

3. Work normally excluded

Unless expressly included in writing, installation does not include demolition, demolition waste disposal, plumbing, drainage, prescribed electrical work, gasfitting, appliance connection, structural work, wall repair, plastering, painting, tiling, flooring, asbestos work, building consent work or repair of pre-existing building defects.

Regulated work must be completed by a suitably licensed or legally authorised person.

4. Approved information

Before production or installation, the customer must review and approve the applicable layout, dimensions, drawings, materials, colours, hardware, benchtop selections, appliance details, service locations, inclusions and exclusions.

Changes requested after approval or after production has started may require additional design work, materials, labour, revised drawings, extra charges and changed timing.

5. Customer-supplied information

Where ARK relies on measurements, plans, appliance information or other details supplied by the customer or another contractor, the customer is responsible for ensuring that the information is reasonably accurate and complete.

If actual site conditions materially differ from the supplied information, ARK may stop the affected work and issue a written variation.

6. Site readiness

Before installation begins, the customer must ensure the site is reasonably ready for the agreed work. Unless otherwise agreed, this includes a cleared installation area, completed demolition, suitable walls and floors, completed and dry wet work, services in approved positions, safe access, power and lighting, and no obstruction from other contractors.

ARK may request photographs, measurements, written readiness confirmation or a pre-installation inspection. Readiness confirmation does not prevent ARK from stopping work if unsafe, incomplete or materially different conditions are later identified.

7. Site access and working conditions

The customer must provide lawful, safe and reasonable access during the agreed installation period, including suitable entry, carrying routes, parking or unloading access where reasonably available, electrical outlets and access during agreed working hours.

Known restrictions such as stairs, lifts, narrow access, body corporate rules, restricted parking or limited working hours must be disclosed before installation.

Installation may involve reasonable noise, dust, vibration, temporary loss of kitchen use and restricted access.

8. Health and safety

The customer must disclose known hazards, keep children and pets away from active work areas, prevent unauthorised access, provide known information about asbestos or hazardous materials, and disclose known concealed services or underfloor heating.

ARK may stop or postpone work where continuing would create an unreasonable safety risk.

9. Other contractors

The customer must coordinate other contractors so ARK can complete its work safely and efficiently.

ARK is not responsible for delay, damage or rework caused by contractors outside ARK's control, except to the extent ARK caused or contributed to the issue.

10. Appliances and service positions

Final appliance details, dimensions, ventilation requirements and installation instructions must be supplied before production. Where practical, appliances should be available on site for checking.

ARK is not responsible for fit issues caused by incorrect appliance details, substituted models, changed manufacturer specifications or installation contrary to the appliance instructions.

11. Existing building conditions

Existing buildings may contain uneven floors, bowed walls, non-square corners, uneven ceilings and other irregularities. ARK may use normal installation methods such as fillers, scribes, packing, levelling feet and reasonable cabinet adjustment.

Significant irregularities, hidden defects or unexpected services may require additional work, another contractor or a written variation.

12. Benchtops

Benchtop supply, templating, fabrication and installation are included only where stated in the accepted project scope.

Stone and quartz benchtops are generally templated after base cabinets are installed, levelled and fixed. Timing may depend on templating, material availability, fabricator scheduling, joins, edge details, sinks, cooktops and project complexity.

Any timeframe is an estimate unless expressly guaranteed in writing.

13. Unexpected site conditions and variations

If installation reveals a condition that creates a safety risk, prevents correct installation, materially differs from the approved information or requires work outside the agreed scope, ARK may stop the affected work, notify the customer, recommend another contractor, issue a written variation and reschedule the affected work.

A variation may be required for customer changes, incorrect supplied information, extra lifting or equipment, damage caused by others, additional work or return visits outside ARK's control.

Ordinary correction of ARK's own defective work is not treated as a customer-paid variation.

14. Protection and cleanup

ARK will take reasonable care to avoid damage while carrying out installation. The customer must disclose delicate or recently completed surfaces and arrange specialist protection where it is not included in the project scope.

Standard installation generally includes removal or consolidation of major packaging from ARK-supplied items, removal of ordinary ARK offcuts and basic cleaning of the immediate installation area.

15. Delays and rescheduling

Installation may be affected by production, supplier or fabricator delays, incomplete site preparation, unsafe conditions, access restrictions, other contractors, customer changes, severe weather, illness or events outside ARK's reasonable control.

ARK will notify the customer of a material delay and provide an updated estimate where reasonably possible.

16. Inspection and completion

At the end of the applicable installation stage, ARK may check alignment and operation, adjust doors and drawers, record incomplete or follow-up items, take selected completion photographs and confirm the next project stage.

Minor follow-up adjustments do not necessarily mean the installation is incomplete or unusable.

17. Issues after installation

The customer should notify ARK promptly if an installation issue is identified and provide the ARKCode where available, a clear description, photographs or video, the affected location, when the issue was first noticed and any action already taken.

ARK may review the project record and submitted evidence before confirming whether the next step is guidance, adjustment, inspection, another trade, warranty assessment or work outside the original scope.

Formal issues should be submitted through the ARK Service Request process.

18. Handover and project records

After applicable final checks, selected approved records may be released through myARK Documents or another agreed delivery method. These may include approved drawings, material information, inspection records, care guidance, warranty information and handover documents.

The ARKCode remains the identifier connecting the project to relevant records, aftercare and future support. An ARKCode does not by itself confirm that every document has been released or that a particular warranty request has been approved.

19. Consumer rights

ARK's services must be carried out with reasonable care and skill and remain subject to any applicable rights under the Consumer Guarantees Act 1993 and other New Zealand law.

20. Contact and support

Questions about installation should first be raised with the ARK project contact. After installation or handover, formal issues may be submitted through the Service Request form using the relevant ARKCode and supporting information.