Terms and conditions

Terms and Conditions for AA Home 

These Terms and Conditions are for AA Home Response, AA Home Response Plus and AA Home Book a Job. 

Throughout these Terms and Conditions, there are words in bold. These words have a specific meaning and are explained in the ‘Definitions’ section at the end of this document. In addition to this, the words ‘we’, ‘us’ or ‘our’ mean AA Home Limited. The words ‘you’ or ‘your’ mean the subscriber and/ or customer.

We encourage you to review these terms and conditions on a regular basis, as they may be updated from time to time. View AA Home Privacy Policy here.

AA Home Response
If you hold an AA Home Response subscription, you have access to a service provider 24 hours per day, 365 days per year who can provide emergency service to your nominated property. When making a callout, the callout fee must be paid before a service provider is dispatched. 

Your subscription also entitles you to subscriber rates for our Book a Job service.

Your right to obtain service is valid for the term of your subscription period.  When your subscription is due to renew, we will send you a notice informing you of this.     

AA Home Response Plus
If you hold an AA Home Response Plus subscription, you have access to a service provider 24 hours per day, 365 days per year who can provide emergency service to your nominated property. You have access to six (6) free callouts and associated service periods for emergency service per subscription period. If you use all of your free callouts, you still have access to unlimited callouts by paying the callout fee.  

Your subscription also entitles you to subscriber rates for our Book a Job service.

Your right to obtain service is valid for the term of your subscription period. When you are due to renew your subscription, we will send you a notice informing you of this as well as confirming when your free callouts are due to expire. 

The nominated property
You may nominate one (1) property per subscription. The nominated property must be the residential building, including residential flat or tenanted property, which is owned by you, used for residential purposes and located within the residential boundaries at the covered address. It must be located within the service area, reasonably accessible by a formed public road, and must be a residential address which is not used for:

  • commercial, retail, office, industrial or professional purposes, or
  • commercial farming or agricultural purposes.

The nominated property must not be a portable, temporary or non-fixed dwelling, building, or structure such as a caravan, trailer, campervan, recreational vehicle or otherwise.

By signing up to AA Home Response or AA Home Response Plus, you:

  • authorise AA Home to accept callout and service requests with  respect to the nominated property from any persons at the nominated property at the time when service is required;
  • accept, to the maximum extent permitted by law, any risk associated with this authorisation; and
  • authorise AA Home to share your personal information with our third party service provider in order to provide you with the service;
  • agree to be bound by these Terms and Conditions and our Privacy Policy.


Emergency Service
Emergency service is available for a home emergency at the nominated property only, and is not available for any equipment reasonably considered to be the responsibility of a utility provider. By making a callout, you are authorising AA Home to dispatch a service provider for the service period

The decision to complete emergency service as a full repair or make safe is at the sole discretion of the service provider attending, as is the repair method. Any repair methodology will be determined during the service period. In the event the service provider is unable to locate, determine or access the source of a problem, the ability to repair or implement make safe procedures will be limited to what is reasonably practicable in the circumstances.

Additional Work
Should emergency service require additional work which will exceed the service period, the service provider will advise you of this. At your request AA Home can provide you with a quote for additional work from the service provider. 

Book a Job service
Where a nominated property is within the Book a Job service area, our Book a Job service is available for work that is not emergency service or additional work. Book a Job service includes those minor jobs that a service provider has expertise and capacity to undertake. You may request Book a Job service via our online booking system. The service provider will indicate an hourly rate and cost of materials as applicable and, if accepted by you, carry out the Book a Job service. Note that the provision of Book a Job service is at the sole discretion of the service provider.

For Book a Job service booking terms, visit here. You or a person you nominate must be present at the nominated property during the service period. Where assistance is required to enter the nominated property, proof of identity will be required prior to the home being unlocked. This can be in the form of a current NZ drivers licence, passport, or 18+ card.

In the event you request cancellation of service, the callout fee or free callout will not be refunded to you.

If you have a complaint of any nature, please report this to AA Home within seven (7) days following service. Supporting material and evidence will be required.

AA Members, AA Insurance Home or Landlord Policy holders, and AA Home Response and AA Home Response Plus subscribers receive a up to a 10% discount for the initial estimated callout price by entering their Membership, Subscription or Policy number. Please note there is no discount on any additional costs added and approved onsite, for example extra labour and any materials. The 10% discount applies on Plumbing, Electrical, Locksmith, Air Con/Heat Pump and Handyperson services, Gutter Cleaning, Healthy Home Inspections and Rental Property Inspections. A 5% discount applies on Pre-Purchase Building Inspections, Meth Testing and Asbestos Testing.


Make safe procedures

Where the service provider determines a make safe is required for emergency service, the callout fee includes the cost up to the amount of $15 (non-refundable) for minor parts and minor materials required during the service period.

The cost of any parts or materials used for work outside the service period or which are more than minor parts and materials will be invoiced to you directly.

Reusable materials provided in make safe procedures remain the property of, and are returnable to the service provider once the repair is complete but no later than 30 days following service. These reusable materials must not be removed from the nominated property, wilfully damaged, sold, loaned, or used for any purpose other than that for which they were provided. Should any loss or damage to reusable materials occur, you may be held liable for this. 

Emergency service is available 24 hours per day, 7 days per week including public holidays. Whilst we will endeavour to attend your property within one (1) hour of your request to dispatch a service provider, this timeframe may vary dependant on the location of the nominated property and current demand for service. We will discuss this with you at the time of your callout.

For non-urgent service, you may schedule service for a different time and day during a service provider’s normal hours of operation agreed between you and AA Home.

Product changes
From time to time, AA Home may be required to make changes to the Terms and Conditions of AA Home Response and AA Home Response Plus due to changes in legislation, or other environmental or commercial reasons. Should a change in the terms of your subscription be required, you will be notified of this 10 days prior to the change occurring.

If you consider that any change in your subscription will have a material and detrimental effect on the services supplied, you may request that your subscription be cancelled. If agreed, the unused portion of your subscription will be refunded.  The maximum liability of AA Home to you in respect to any product changes will be the refund of the unused portion of the subscription fee.

Fees and payment
For AA Home Response and AA Home Response Plus subscribers, the subscription fee is payable at the time of subscription, and every time you renew your subscription thereafter. Any applicable callout fees are payable at the time of the callout. Pricing, including but not limited to callout fees and subscription fees, may be adjusted from time to time. View current pricing here.

In the event of an outstanding fee on your AA Home account, a service provider will not be dispatched to the nominated property until full payment of the outstanding fee, including any applicable surcharges, is received. 

Upon booking a Book a Job service or additional work, you will be provided with an estimated price to complete the job based on information you provided and the service provider’s experience delivering these services.

If required, the service provider attending to complete your Book a Job service or additional work will conduct an assessment and will either confirm that the job can be completed for the price estimate provided or advise you of any additional costs required to complete the job.

Either before commencing or during the schedule service or additional work, you will be required to sign off acceptance of the final price, this sign off constitutes agreeance that you will make payment in full upon completion of the job.

On completion of the Book a Job service, you will be sent a link to a payment gateway where you will be expected to pay the final price by a valid Credit Card (VISA / Mastercard) or Debit Card. Your invoice will include the cost + GST for labour and/or parts in accordance with industry standards. Note that we are not able to provide an itemised cost breakdown.

For home inspection services, payment options and your invoice will be sent in the booking confirmation email. Payment is due on receipt of this email. Payment must be received before you are able to view your report. The email will also contain a link to view and sign your Terms and Conditions online. 

On completion of the quoted / additional works, payments can be made by credit card, debit card or direct credit into our bank account. All required details would be on your quotation. Payment is required within seven days of any invoice issued. If you dispute the charges under any invoice, you must notify AA Home of this within seven days. After this time, payment will fall due and overdue fees will apply. In accordance with industry practice, a further breakdown of the provided invoice will not be given (eg individual material costs and allocated hours) after costs have been accepted verbally or in writing by you.

However, subject to the liability section, if for any reason you are not satisfied with the work completed by the service provider, without limiting any rights you may have at law including under the Consumer Guarantees Act 1993, you have seven (7) days to provide notice to AA Home of your grievance. In these cases, AA Home must be given the opportunity to inspect the nominated property and work completed within a timeframe which is agreed between you and AA Home. A reasonable solution will then be decided between AA Home, yourself and the service provider.

Outstanding fees that are overdue for payment will incur interest at a rate of 3.5% on top of the current Official Cash Rate per month and you will be responsible for paying any collection costs incurred by AA Home in recovering any overdue amount from you. AA Home reserves the right to engage a debt collection agency to recover any overdue amount.

Transfer, cancellation and refunds
We provide you with a 21 day period from the date of purchasing your subscription to cancel. Should you choose to cancel within this period, we will provide you with a refund of any subscription fee paid provided no callouts or requests for service have been made for the nominated property.

You may upgrade your subscription from AA Home Response to AA Home Response Plus at any time. The remaining subscription fee will be calculated using the remaining months of your current subscription. This will be applied as credit to your AA Home Response Plus subscription. You must pay any difference in subscription fees at the time of subscription to AA Home Response Plus.

Your subscription cannot be transferred or assigned to any other person, however, should you sell your nominated property your subscription may be transferred to a replacement property you have purchased provided that it is within the service area. You are able to transfer subscription to a new property not more than once per year.

Subscription fees the unused portion of the subscription fee will be refunded prior to the end of the subscription period in the following circumstances:

  • You provide evidence the nominated property has been sold, and another property is not purchased within the service area, or
  • The nominated property is destroyed as a result of a major disaster, or
  • The death of the subscriber, should the next of kin of the deceased not wish to continue the subscription

Other than as required by law, Subscription fees will not be refunded in any other circumstances, except at AA Home’s sole discretion. 

You may cancel your subscription at any time by notifying AA Home by phone, mail, or at any AA Centre.

In the event you request cancellation of emergency service, the callout fee or free callout will not be refunded to you.

You can cancel or amend a booking for service free of charge, up to 24 hours before the service is scheduled to begin. If you cancel a service within 24 hours before the service is scheduled to begin, you may have to pay a cancellation fee of $35.

If you do not agree to the price quoted for additional work or a Book a Job service, this will constitute a cancellation.

AA Home may cancel your subscription immediately and without penalty if you have breached any of these Terms and Conditions.

Environmental and occupational health and safety
Service will not be provided or may be limited where, in the opinion of the service provider attending, there is a risk to the life, health, safety or property of any person, or where there is a risk of causing significant damage to the environment. Such risks may include, but are not limited to, the requirement for scaffolding due to the height of a building or issues caused by weather.

Your responsibilities
It is your responsibility to maintain your home in good order; otherwise the service provider may be unable to assist. AA Home reserves the right to limit or refuse to provide service where, in the opinion of AA Home, any of the following responsibilities are not adhered to:

  • Upon request for service, you must advise of the presence of dogs or any other known hazards
  • You must act in a reasonable manner towards AA Home and the service provider. You or any other person at the nominated property must not act or behave in a manner that is inappropriate, improper, hostile, threatening, abusive or dangerous
  • Your use of service must not be excessive or unreasonable. Such circumstances where service may be deemed to be excessive include, but are not limited to, multiple callouts within a given month for the same home emergency due to permanent repairs not being attended to.

Service exclusions
Service for AA Home Response and AA Home Response Plus will be unavailable for a period of 24 hours after the purchase or transfer of your subscription.

Service is not available where the nominated property cannot be readily accessed by a service provider's vehicle. 

Emergency service is not available for or in response to any of the following:

  • Any events which are not home emergencies
  • Major structural damage
  • Area wide disruption to essential services such as power or water
  • Disruption to essential services as the result of disconnection by the relevant authority or utility provider
  • major disaster
  • Requests for general or preventative maintenance work, which include, but are not limited to, installing or changing light bulbs, installing electrical switches, installing taps or plumbing fixtures due for replacement.

Emergency service excludes all of the following repairs:

  • Breakdown, loss or damage to portable appliances, Sani flow toilets, and other mechanical equipment including, but not limited to fridge, freezers, ovens  and computers
  • Damaged landscaping, fences, gates or awnings
  • Failure of alarms, home security systems and CCTV
  • Damaged swimming pools including parts, components, pumps, motors and plumbing or filtration systems
  • Damaged solar power systems or components
  • Damaged internal doors, shower or fly screens, or garage doors
  • Damaged garden appliances, sprinkler or watering systems
  • Blocked or damaged pipes caused by tree root damage
  • Repairs which require the destruction or demolition of property, including but not limited to, walls, floors, and ceilings

Emergency service excludes all of the following parts and materials:

  • Windows, doors, glass, tiles, carpets, fly screens and any other fittings, fixtures or ornamentation
  • Fixed plumbing apparatus such as baths, sinks, taps or cisterns
  • Roofing materials, roof gutters, curbing or drainpipes
  • Galvanised pipes
  • Gas cylinders or water tanks
  • Power generators or motorised units
  • Light fittings, switch boards and circuit breakers
  • Door or window locks, handles, windows, remote controls, keys or key barrels
  • Any other parts or components not readily available during the service period

Emergency service excludes any repair requiring specialist brand knowledge, equipment, and/or components.

Emergency service does not extend to the removal of broken appliances, fallen trees or branches, and other general debris from the nominated property.

Without limiting any rights you may have at law which may not be excluded, including under the Consumer Guarantees Act 1993, AA Home may accept liability for damage to the nominated property directly caused by service where notice of the damage is given to AA Home within seven (7) days of service. In these cases, AA Home must be given the opportunity to inspect the nominated property within a timeframe which is agreed between you and AA Home, and before further repairs are carried out. To the maximum extent permitted by law, liability will only be accepted should it be found that the damage was directly caused by the negligence of the service provider.

Given the nature of the services, to the maximum extent permitted by law, AA Home does not represent that the nominated property (or part thereof) to which it provides service will be, or will remain for any period of time, in working order.

AA Home accepts no liability for providing service which would void a warranty, cause you to breach a contractual obligation, or prejudice or adversely affect an existing or subsequent insurance claim or legal action. It is your responsibility to advise the service provider not to repair an item where doing so may affect you in this manner.

To the maximum extent permitted by law, AA Home will not be liable or in default for any failure or delay in providing service, either in whole or in part, where failure or delay arises directly or indirectly out of causes beyond the reasonable control of AA Home. This includes, but is not limited to, a major disaster; adverse weather conditions; unavailability of materials, parts, qualified personnel, equipment, fuel or the like; failures in telecommunications, satellite and global positioning systems; and otherwise where service is not reasonably available.

To the maximum extent permitted by law, AA Home will not be liable for any type of consequential loss as a result of service.

Despite anything to the contrary contained or implied in these terms and conditions, these terms and conditions do not exclude, restrict or modify the application of any statutory provision where to do so would contravene any applicable law or cause any part of these terms and conditions to be void.

Privacy Disclaimer
AA Home is committed to protecting your privacy and acting in accordance with the Privacy Act. You should read the Privacy Policy here. We encourage you to review our Privacy Policy on a regular basis, as it may be updated from time to time.

Governing Law
These Terms and Conditions are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction over any legal proceedings about them


Additional work
Work connected to emergency service already completed which exceeds the service period or is otherwise outside the ambit of the emergency service.

Callout or callouts
When the subscriber calls AA Home to arrange emergency service at the nominated property.

Callout fee or callout fees
The amount required to be paid for each callout (except where you are an AA Home Response Plus subscriber with free callouts). A service provider will not be dispatched to the nominated property until this is paid. Full pricing can be found on our website www.aahome.co.nz. Note, where specialised (Example: Drain Camera, or high-pressure waterjet) or more extensive repairs are needed, a subscriber may request the service provider to arrange an obligation free quote. Any further repairs or works required will incur an additional cost.

Consequential loss
Additional expense, cost, liability or loss arising as a consequence of service. This includes any loss of income, loss of value, loss of use, additional costs, and liability.

Home emergency
An event for which your AA Home Response or AA Home Response subscription for emergency service will respond, subject to the service exceptions set out in these Terms and Conditions. A full list of these events can be found here.

Major disaster
An area or nationwide event which causes widespread damages or disruption of services. Such events may include, but are not limited to, earthquakes, fire or explosion, flood, or acts of terrorism or war.

Make safe
The work required to carry out a temporary repair to the nominated property in order to reduce risk of further damage occurring and creating, as far as is reasonably practicable, a secure and safe environment until permanent repairs can be carried out. This work does not provide a permanent repair to the damaged area.

Nominated property
The residential address provided for service at the time of subscription.

Outstanding fee
Any amount outstanding on your AA Home account. This may include, but is not limited to, an outstanding subscription fee or an outstanding callout fee.

Personal information has the meaning given in the Privacy Act.

Reusable materials
Materials which are used for make safe which are returnable to the service provider. You will be advised of these during the service period.

Book a Job service
Work other than emergency service or additional work available in a Book a Job service area that a service provider has expertise and capacity to undertake and which can be booked through here. 

Book a Job service area
The areas available for Book a Job service as listed here.

Work being emergency service, additional work or Book a Job service.

Emergency service
Work required to be carried out to remedy or make safe the home emergency.

Service area
The areas available for emergency services can be validated here.

Service period
One (1) hour of time. This starts when the service provider arrives at the nominated property.

Service provider
An employee, supplier, agent or contractor engaged by AA Home to provide service on its behalf.

The person entitled to service in respect of a nominated property and in whose name the AA Home subscription is maintained.

A subscription to AA Home Response or AA Home Response Plus, which is valid for the subscription period.

Subscription fees
The amount payable to receive AA Home Response or AA Home Response Plus for the subscription period.

Subscription period
The 12 month period covered by the subscription.

Utility provider
The entity which provides utilities to the nominated property and to the general public. These include, but are not limited to, electricity, gas, water, sewage, telephone, and internet.