Schedule D — Service, Assessment & Warranty Transfer

This Schedule fixes the support workflow as: Submit - Record - Assess - Remedy or Classify - Close - Reopen only with new evidence. It also governs the complimentary Settling Adjustment and Warranty Transfer.

1. Purpose
This Schedule explains how ARK manages:
Service Requests;
warranty and defect reporting;
evidence collection;
remote review;
site inspection;
workmanship and cause assessment;
Settling Adjustment;
remedies;
Issue Closure Records;
reopened and repeated issues;
paid maintenance;
outstanding-account status;
Warranty Transfer;
myARK access and record continuity.
It applies together with:
the ARK Core Kitchen Warranty Policy;
Schedules A-C;
the Accepted Project Documents;
applicable ARK Standards;
applicable Care Guides;
the Project Record;
New Zealand law.

1.1 Legal and status boundaries
To the extent the work is residential building work under the Building Act 2004, written defect notifications received during an applicable statutory period will be recorded and managed through this Service Request process without reducing statutory rights, burdens or remedies.
A restriction may apply only to ARK's additional written coverage for the identified component or area. Customer-facing records must use precise wording such as Additional ARK Coverage Restricted and must not suggest that statutory rights have been voided, suspended or cancelled.

2. Single support route
All eligible warranty and after-sales concerns may be submitted through ARK Support.
The customer does not need to decide whether the concern relates to:
cabinetry;
installation;
hardware;
lighting;
benchtop;
splashback;
sink;
a supplier;
a fabricator;
an ARK-appointed contractor.
ARK will record the concern and determine the appropriate assessment route.
Submitting a Service Request does not automatically establish that:
a defect exists;
ARK is responsible;
the issue is covered;
a site visit will be free;
replacement is required.

3. Service Request submission
A Service Request should be submitted through:
myARK Support;
ARK’s designated online support form;
another written support route formally notified by ARK.
The customer should provide:
ARKCode assigned to the relevant Project Record;
authorised owner or contact name;
property address;
affected component;
exact location;
description of the concern;
date first noticed;
clear photographs;
functional video where relevant;
relevant use, cleaning and maintenance information;
details of moisture, leaks, heat or impact;
details of another trade or alteration;
immediate action already taken.
ARK may request further information where the initial submission is insufficient for reliable assessment.

4. Emergency and safety concerns
A customer should take immediate reasonable action where a condition may involve:
electrical danger;
active water leakage;
unstable cabinetry;
falling components;
broken glass;
fire risk;
another immediate safety concern.
This may include:
stopping use;
isolating water or electricity where safe;
contacting an appropriate emergency trade;
preventing access to the affected area;
notifying ARK promptly.
The customer should not wait for ARK where immediate action is reasonably necessary to protect people or prevent serious damage.
ARK is responsible only for costs and damage falling within ARK’s actual contractual or legal
responsibility.

5. Acknowledgement and record creation
ARK will create or update a Service Request record after receiving sufficient information.
The record may include:
Service Request number;
ARKCode assigned to the relevant Project Record;
submission date;
affected component;
description;
uploaded evidence;
initial classification;
requested further information;
inspection decision;
assessment findings;
proposed remedy;
completion evidence;
closure status.
Where myARK functionality is available, the authorised customer may view released status information through myARK.

6. Initial remote review
ARK may first review the concern remotely using:
photographs;
video;
video call;
measurements;
Project Record photographs;
accepted drawings;
material and hardware records;
previous service history;
applicable Care Guides;
relevant technical documents.
The initial remote review is provided without charge.
Remote review may allow ARK to:
identify a simple adjustment;
provide care or maintenance guidance;
request further evidence;
identify an external cause;
arrange replacement parts;
determine that a site inspection is required.
A remote assessment may remain provisional until physical inspection or further evidence is available.

7. Assessment categories
After reviewing available evidence, ARK may classify the Service Request as:
ARK Warranty
Evidence indicates an eligible Covered Defect under the applicable Policy and Schedule.
ARK-Supplied Product Issue
The issue may involve a product supplied through ARK and requires supplier or manufacturer assessment.
Adjustment or Maintenance
The component requires routine adjustment, cleaning, care or maintenance rather than defect rectification.
Use-Related Damage
The condition was caused or materially contributed to by use, impact, overloading, moisture, heat, cleaning, neglect or another use-related event.
Other-Trade Responsibility
The condition was caused or materially contributed to by work performed outside ARK’s responsibility.
Site or Building Condition
The underlying cause relates to the wall, floor, structure, moisture source, building movement or another property condition.
Customer-Supplied Product
The issue principally concerns a product not supplied by ARK.
Within Accepted Tolerance
The condition falls within the applicable accepted workmanship or material tolerance and does not materially impair normal function.
No Defect Identified
Available evidence does not identify a material, product, manufacturing, fabrication or installation defect.
Paid Service
The requested work is maintenance, preference-based adjustment, modification, damage repair or another service outside free warranty coverage.
Requires Further Assessment
The cause or responsibility cannot yet be reliably determined.

8. Assessment evidence
ARK may consider:
Project Contract;
Accepted Quotation;
Approved Drawings;
Material and Hardware Schedule;
Appliance Schedule;
accepted Variations;
applicable Policy version;
Pre-dispatch Checklist;
Site Readiness records;
installation photographs;
Pre-handover Inspection Checklist;
Handover photographs;
Workmanship & Defect Assessment Standard;
manufacturer information;
Care Guides;
prior Service Requests;
prior remedies;
Issue Closure Records;
current photographs and video;
physical site condition;
evidence from another qualified person.
No single item of evidence is automatically decisive.
ARK must assess the evidence reasonably and according to the actual cause and applicable
responsibility.

9. Workmanship & Defect Assessment Standard
The Workmanship & Defect Assessment Standard assists ARK in determining:
whether a workmanship concern exists;
whether the condition exceeds an applicable tolerance;
whether normal function is affected;
whether adjustment or repair is appropriate;
whether a remedy has been completed;
whether further inspection is required;
whether the condition is more consistent with maintenance, use damage or another cause.
The Standard does not by itself determine warranty coverage.
Coverage and remedy are determined under:
the applicable Warranty Policy;
Accepted Project Documents;
Project Record;
New Zealand law.

10. Site inspection
ARK may arrange a site inspection where:
photographs or video are insufficient;
physical testing is required;
safety or structural condition must be checked;
the suspected cause may involve several systems;
a supplier or fabricator requires inspection;
repair planning requires measurements;
the customer reasonably disputes a remote assessment.
The customer must provide:
safe access;
reasonable working space;
access to the affected component;
relevant appliances or services where required;
an authorised adult contact;
any requested preparation.
ARK may reschedule or charge reasonable costs where inspection cannot proceed because access or
preparation was not provided.

11. Inspection and call-out fee
ARK may advise that an inspection or call-out fee is payable before attendance where:
the concern appears to be maintenance;
the concern appears to involve Use-Related Damage;
another trade or building condition appears responsible;
no defect has been identified from supplied evidence;
the customer requests a repeat visit without new evidence;
the request concerns a closed issue;
the request is outside the Settling Adjustment;
the property is outside ARK’s normal service area;
required access was previously unavailable;
the visit is primarily for an independent owner or transfer inspection.
The amount and basis of the fee must be disclosed before the visit.
If the inspection confirms a valid ARK Covered Defect, the applicable inspection fee will be:
refunded; or
credited against the relevant account or remedial work.
The fee may remain payable where the inspection identifies:
maintenance;
misuse;
impact;
overloading;
moisture or heat damage;
another trade;
a site or building condition;
no defect;
an unauthorised alteration;
a paid adjustment or modification.

12. Independent assessment
ARK or the customer may propose an independent assessment where:
the cause is technically disputed;
specialist material analysis is required;
several contractors may be responsible;
structural or building movement is suspected;
laboratory or manufacturer testing is required.
The parties should agree in writing, where reasonably practicable:
the assessor;
assessment scope;
access;
evidence supplied;
initial cost allocation;
how the result will be used.
Final cost responsibility may be allocated according to:
confirmed cause;
contractual responsibility;
agreement;
applicable law;
a dispute-resolution decision.
An independent report does not automatically bind either party unless agreed or legally determined.

13. Complimentary Settling Adjustment
Eligible ARK kitchen projects include:
One complimentary Settling Adjustment Visit within 180 calendar days after Handover.
The visit is intended to address reasonable minor initial settling that can be corrected using normal hardware or cabinetry adjustment.
It may include:
hinge adjustment;
drawer-front adjustment;
ordinary door alignment;
adjustment of eligible push-to-open fittings;
minor plinth or panel adjustment;
another ordinary initial-settling adjustment accepted by ARK.
The customer should consolidate reasonable adjustment items into one visit.

14. Settling Adjustment exclusions
The complimentary Settling Adjustment does not include:
repeated visits for the same condition without new defect evidence;
preference changes;
redesign;
additional cabinetry;
changed door or drawer gaps within accepted tolerance;
adjustment after impact or overloading;
adjustment after customer or third-party interference;
repair of water, heat or use damage;
alteration of an appliance opening;
work caused by building movement;
work outside ARK’s original Scope.
After 180 calendar days, ordinary non-defect adjustment may be treated as paid maintenance.
A confirmed Covered Defect is not excluded merely because:

180 days have passed; or
the complimentary visit has already been used.

15. Remedy planning
Where ARK confirms a Covered Defect, ARK will determine a reasonable remedy using the order in the applicable Policy:

1. adjustment;

2. repair;

3. replacement of the affected component;

4. reasonably comparable current replacement;

5. written settlement or another lawful remedy.
The proposed remedy may record:
affected component;
confirmed cause;
work required;
responsible party;
replacement product;
access requirements;
expected timing;
other trades reasonably required;
customer actions required before attendance.
ARK must be given a reasonable opportunity to perform an appropriate remedy.

16. Remedy timing
ARK will complete an accepted remedy within a reasonable time, considering:
safety and urgency;
use of the kitchen;
material availability;
manufacturing time;
supplier or fabricator involvement;
site access;
need for another trade;
complexity;
cause investigation;
events outside reasonable control.
ARK should provide an updated planning window where a material delay occurs.
A supplier delay does not remove ARK’s responsibility to continue managing an accepted ARK claim.

17. Access for remedial work
The customer must provide reasonable access for agreed remedial work.
If access is repeatedly refused, unavailable or materially restricted, ARK may:
postpone the remedy;
update the Service Request status;
request a new access date;
recover reasonable failed-attendance or remobilisation costs where appropriate.
ARK is not responsible for delay caused by lack of access.
This does not eliminate the underlying obligation where ARK remains responsible.

18. Remedy evidence
After remedial work, ARK may record:
before photographs;
work performed;
replacement component;
relevant product information;
after photographs;
adjustment measurements;
functional test;
remaining limitations;
completion date;
closure status.
These records form part of the Project Record and may be released through myARK.

19. Issue Closure Record
ARK may create an Issue Closure Record after:
completing the accepted remedy;
completing the applicable assessment;
determining that no Covered Defect exists;
confirming that the condition is within accepted tolerance;
reaching a written issue-specific settlement;
determining that further assessment is required.
The Issue Closure Record may identify:
Service Request number;
affected component;
reported condition;
evidence reviewed;
assessment;
action completed;
functional result;
photographs;
closure date;
closure status.
Customer signature is not required for technical closure.

20. Closure statuses
A Service Request may be recorded as:
Remedied and Closed
The accepted corrective work has been completed and the affected component has passed the applicable functional or workmanship check.
Within Accepted Tolerance
The assessed condition falls within the applicable accepted tolerance and does not require warranty rectification.
No Defect Identified
Available evidence does not identify a defect within ARK’s responsibility.
Settled by Agreement
The parties have agreed in writing to an issue-specific settlement.
The settlement closes only the listed condition and does not automatically waive unrelated rights or future unrelated defects.
Requires Further Assessment
The Service Request remains unresolved because additional evidence, access, testing or third-party investigation is required.
Paid Service Completed
Requested maintenance, modification or non-warranty work has been completed.

21. Reopening a closed issue
A closed issue may be reconsidered where new evidence shows that:
the condition has returned;
the previous remedy failed;
the condition has materially changed;
a new functional problem has developed;
relevant evidence was not reasonably available during the earlier assessment;
an independent report provides materially different technical information.
A customer should identify:
the previous Service Request;
what has changed;
when it changed;
new photographs or video;
new technical evidence.
Repeated dissatisfaction, changed preference or a request for further adjustment without new defect evidence does not automatically reopen the issue.

22. Repeat visits and paid service
ARK may treat a repeat request as paid service where:
the issue was previously remedied and no recurrence is shown;
the condition was previously assessed as within tolerance;
no new evidence has been provided;
the request is preference-based;
the request concerns ordinary maintenance;
another person altered the completed work;
the condition resulted from use or damage.
ARK must advise the customer of the likely charge before carrying out paid work.
A genuine recurrence or failed remedy remains assessable and is not automatically treated as paid service.

23. Minor defects and final payment
A Minor Defect or recorded minor outstanding item does not automatically prevent:
Practical Completion;
Handover;
warranty commencement;
the final payment becoming due.
The customer must identify the specific:
component;
location;
condition;
date noticed;
supporting evidence.
ARK must receive a reasonable opportunity to inspect and remedy an issue for which it may be
responsible.
Only the reasonably disputed amount should be identified and handled under the applicable Contract and payment process.
A customer must not automatically withhold the entire final payment because of an isolated minor item.
This clause does not remove any lawful right concerning a substantial failure or valid payment dispute.

24. Issue-specific settlement
Where a condition cannot reasonably be repaired or replaced, the parties may agree to:
a credit;
a price adjustment;
another written resolution.
The agreement should identify:
the exact component and condition;
settlement amount or remedy;
payment timing;
whether additional work will occur;
the effect of the settlement on that specific issue.
The Project Record may display:
Settled by Agreement
The settlement closes only the identified condition unless the written agreement clearly and lawfully states otherwise.

25. Outstanding-account status
Warranty periods begin on the recorded Handover Date even where an amount remains outstanding.
The Project Record may show:
Active - Account Outstanding
ARK will continue to:
receive the Service Request;
preserve submitted evidence;
conduct initial assessment;
identify safety or urgent issues;
identify legal obligations;
communicate the assessment outcome.
To the extent permitted by the Accepted Project Documents and applicable law, ARK may defer non- urgent discretionary services supplied solely under ARK’s additional written warranty while an undisputed overdue amount remains unpaid.
ARK must not use the outstanding account to avoid:
urgent safety action;
an obligation that cannot lawfully be excluded;
assessment of a valid defect;
remedies required by applicable law.
Public ARKCode information must not display:
the amount owed;
invoices;
payment history;
private dispute information.
A public status may state:
Account action required - contact ARK

26. Warranty status records
The Project Record may use the following statuses:
Pending Handover;
Active;
Active - Account Outstanding;
Transfer Pending;
Active - Transferred;
Requires Review;
Additional ARK Coverage Restricted;
Additional ARK Coverage Restricted - Unauthorised Structural Alteration;
Expired;
Settled by Agreement.
Where coverage is restricted, the record should identify:
affected component;
affected area;
reason;
evidence;
effective date.
ARK should not use a broad Void , Cancelled or Suspended status where only one component or
area is affected.

26.1 Transfer authority
Formal Warranty Transfer is available only to the registered or legal owner of the original property, or a person expressly authorised by that owner. A tenant, household member, property manager or service contact may receive limited Authorised User access but does not become the warranty transferee merely through occupation or portal access.

27. Warranty Transfer principle
The eligible ARK record, remaining additional written-warranty rights and authorised access may continue with a new registered or legal owner, or a person expressly authorised by that owner, for the original installed project.
Transfer applies only to:
the original installed kitchen;
the original property;
the remaining recorded warranty period;
components that remain eligible.
The warranty does not restart or extend. Transfer is recorded against the same Project Record; the ARKCode remains unchanged and is not replaced or reissued.
The same property may contain several independent ARK records and ARKCodes. A transfer decision applies only to the identified Project Record and does not automatically transfer access to another ARK record at the property.
A transferable warranty has practical value only where the new homeowner can:
identify the ARKCode assigned to the relevant Project Record;
verify the project record;
establish lawful ownership or possession;
complete the transfer process.

28. Standard transfer fee
Standard administrative Warranty Transfer is provided without a transfer fee.
ARK may charge for additional services where reasonably required, including:
site inspection;
technical investigation;
record reconstruction;
alteration assessment;
condition report;
out-of-area attendance;
paid corrective work.
Any fee must be advised before the additional service proceeds.

29. Transfer application
The new registered or legal owner, or a person expressly authorised by that owner should provide:
ARKCode assigned to the relevant Project Record, if available;
full name;
contact details;
property address;
reasonable evidence of ownership or lawful possession;
transfer or settlement date;
photographs where requested;
details of known alterations;
details of any current concern;
identity verification reasonably required by ARK.
An application may be submitted at any time while the applicable warranty period remains active.
Delay in applying does not restart the warranty and does not make ARK responsible for:
damage occurring before transfer;
unknown prior use;
prior unauthorised alterations;
missing evidence;
worsening damage caused by delayed reporting.

30. Prior-owner contact
ARK may attempt to contact the previous authorised owner to:
confirm the transfer;
close prior myARK access;
identify authority issues;
protect private information.
If the previous owner cannot be reached, ARK may approve the transfer using sufficient:
ownership evidence;
lawful-possession evidence;
identity verification;
property information;
Project Record review.
Previous-owner consent is not always required where the applicant has established sufficient lawful authority, but private information must remain protected.

31. Transfer review
Before approving transfer, ARK may review:
validity and identity of the relevant ARKCode and Project Record;
property address;
warranty dates;
component status;
open Service Requests;
prior settlements;
known alterations;
structural changes;
relocation;
outstanding technical concerns;
evidence of ownership.
The transfer may be recorded as:
Active - Transferred;
Transfer Pending;
Requires Review;
Additional ARK Coverage Restricted;
Additional ARK Coverage Restricted - Unauthorised Structural Alteration;
Expired.
Transfer does not restore coverage already lost or restricted because of:
expiry;
prior damage;
unauthorised alteration;
component removal;
relocation;
issue-specific settlement;
excluded cause.

32. Transfer inspection
A transfer inspection is not automatically required.
ARK may recommend or require an inspection where:
the record is incomplete;
alterations are visible or reported;
cabinetry has been moved;
structural support may have changed;
a current defect is alleged;
ownership or condition cannot be reliably established remotely;
safety may be affected.
The inspection is a condition and evidence review.
It is not a new guarantee that every component is free from hidden defects.

33. Privacy boundary after transfer
Approval of Warranty Transfer does not automatically give the new owner access to the former owner’s private information.
Information that should not automatically transfer includes:
personal correspondence;
private contact details;
payment information;
financing information;
identity documents;
private complaint discussions;
documents unrelated to continuing ownership or warranty use.
ARK may provide the new owner with information reasonably required for:
warranty verification;
care and maintenance;
material identification;
component coverage;
Handover and warranty dates;
Service Request submission;
future support.

34. myARK access after transfer
After transfer approval, ARK may:
close or restrict the former owner’s property access;
create access for the new authorised owner;
release the appropriate Project Home;
release applicable warranty documents;
release Care Guides;
release relevant continuing records;
preserve the complete private audit history internally.
The new owner receives access only to information appropriate to the continuing property and warranty relationship.

35. Transfer history
ARK may preserve:
former authorised owner;
new authorised owner;
transfer date;
evidence reviewed;
status decision;
inspection record;
known alterations;
privacy actions;
released access.
Transfer history forms part of the private Project Record.
It is not automatically public.

36. Future public warranty verification, if enabled
ARK does not currently promise a public verification feature. If ARK later enables a public ARKCode verification function, public information must be limited to appropriate non-private status information and the Feature Availability Register must identify the release date and scope.

36.1 Information that must remain private
customer identity and private contact details;
full property address unless lawfully authorised;
contract price, invoices and amount outstanding;
private Service Requests, dispute information and identity evidence;
myARK documents and internal assessment records.

37. Records and retention
ARK may retain records reasonably required to:
administer warranties;
assess future issues;
establish component and material identity;
preserve Contract and Policy versions;
document remedies;
protect both parties;
manage Warranty Transfer;
meet legal, insurance, tax or business-record obligations.
Record retention and authorised access are subject to ARK’s Privacy Policy and applicable law.

38. Customer disagreement
If the customer disagrees with an assessment or closure, the customer should provide:
Service Request number;
disputed finding;
reason for disagreement;
supporting evidence;
remedy sought.
The matter may proceed through:
internal review;
further inspection;
supplier or manufacturer review;
agreed independent assessment;
negotiation;
mediation;
Construction Contracts Act adjudication where applicable;
Disputes Tribunal;
court or another available legal process.

39. Statutory rights
This Schedule describes ARK’s additional written service, assessment and Warranty Transfer system.
It does not remove or reduce rights or remedies that cannot lawfully be excluded under New Zealand law.
Where applicable residential building-work protections apply, written notification within the statutory defect-repair period and implied warranties continue according to law.
ARK’s internal classification or closure status does not prevent a customer from exercising an available legal right.