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Warranty & Terms of Service

Effective from: 11/08/2024


Our Promise to You

At Epoxy Masters, we are passionate about delivering stunning, long-lasting epoxy floors. This page explains our warranty, what is and isn’t covered, how to request warranty support, and our terms of service — so you know exactly what to expect when working with us.


Warranty Coverage

We proudly offer a 5-Year Warranty on residential epoxy floors.

Covered under warranty:
✔️ Peeling / Delamination — when the epoxy separates from the concrete due to bonding failure
✔️ Colour Fading / Yellowing — due to faulty materials
✔️ Bubbling / Blistering — from moisture or humidity in normal environments

If any of the above occurs within the warranty period under regular use, we will repair or recoat the affected section — free of charge.


What the Warranty Doesn’t Cover

❌ Pre-existing concrete defects — cracks, joint movement, weak surfaces, or excess moisture
Damage from use — scratches, chips, dents, or misuse
Chemical exposure — acids, oils, solvents, or other harsh substances
Incorrect cleaning — using harsh products or neglecting care instructions
Excessive wear — heavy machinery, unusual traffic, or abnormal use
Moisture from below — issues caused by moisture rising through the concrete slab


Skirting Board Gaps

Our epoxy coating is designed to bond to the concrete surface — it will not naturally fill gaps between skirting boards and concrete. It is the client’s responsibility to seal or fill any such gaps if needed. Epoxy Masters cannot be held liable for visible gaps or uneven finishes in these areas.

Curing Time (General Guide):

  • 24-48 hours: Foot traffic

  • 72 hours: Light furniture

  • 7-10 days: Car use or heavy traffic


How to Lodge a Warranty Request

1️⃣ Contact us — Call or email with details of the issue
2️⃣ Provide photos/videos — to help us assess the situation
3️⃣ On-site inspection — if required, we will inspect the floor
4️⃣ Resolution — If covered, we’ll repair or recoat at no cost; if not, we’ll offer solutions


Payment & Project Terms

💳 Deposit — Required for all residential & commercial bookings. Work will not begin until deposit is received.

💰 Final Payment — Due on the day of project completion. Late payments may attract fees.

Cancellation & Rescheduling Terms

At Epoxy Masters, we allocate time, materials, and resources specifically for your project once it is scheduled. To ensure fairness and cover operational costs, the following Cancellation and Rescheduling Terms apply to all confirmed bookings:


1️⃣ Job Cancellation Policy

  • If a customer cancels a confirmed job, they will be liable to pay 50% of the total quoted price as a cancellation fee.

  • If payment of this cancellation fee is not made, the client may be classified as a payment defaulter under applicable Australian business practices and further action may be taken to recover the amount, which may include reporting the debt to a credit reporting agency.

  • This policy applies to any cancellation, whether due to change of mind, project delays on the customer’s side, or other personal reasons.


2️⃣ Rescheduling Policy

  • If the customer needs to reschedule the job, at least 2 business days’ notice (48 hours) must be provided prior to the original scheduled start date.

  • If rescheduling notice is given less than 2 days before the start date, a rescheduling fee of $250 will be added to the final invoice and must be paid upon completion of the project.


3️⃣ Situations Covered by These Terms

The following situations are subject to the above Cancellation and Rescheduling terms:

✔️ Change of mind about proceeding with the project
✔️ Client delays in site preparation or access to the property
✔️ Failure to provide clear and safe access for our team to commence work
✔️ Last-minute project cancellation or postponement due to other trades not completing prior work
✔️ Unexpected circumstances on the client’s end (unless deemed a Force Majeure event — see below)


4️⃣ Exemptions (Force Majeure)

We understand that sometimes unexpected serious events occur. In the event of:

  • Natural disasters (flood, fire, severe weather)

  • Medical emergency or hospitalization of the client

  • Other genuine unforeseeable circumstances (assessed on a case-by-case basis)

Epoxy Masters reserves the right to waive or reduce cancellation/rescheduling fees at our sole discretion — subject to the customer providing satisfactory evidence of the Force Majeure event.


5️⃣ Final Notes

By booking your project with Epoxy Masters, you acknowledge and accept the above Cancellation & Rescheduling Terms as part of your service agreement.

If you have any questions, we encourage you to contact us prior to project commencement — we are happy to clarify.


Customer Responsibilities

✅ Make sure the area is clean, dry, and accessible prior to our team’s arrival
✅ Follow care instructions provided after installation
✅ Inform household members or staff of curing times and post-installation guidelines


Installation Approach

We follow both manufacturer recommendations and Australian Standard AS/NZS 2311:2017.

We grind and coat the slab — we do not level it. Some natural imperfections (small waves or dips) in the concrete may become visible after coating — this is normal and allowed within industry tolerances.


Inspection Guidelines

✅ The floor is to be inspected from 1.5 meters away
✅ Avoid using flashlights, glancing light, or direct sunlight for inspection
✅ Minor variations in colour and texture are not considered defects


Additional Terms & Clarifications

1️⃣ Surface Preparation

  • If the concrete is soft or powdery, a densifier may be required (extra cost)

  • If the slab has high moisture, a moisture barrier will be needed (extra cost)

  • Previously covered floors (tiles/carpet) may require extra preparation (cost confirmed after testing)

2️⃣ Site Access

The client must ensure clear site access and power are available. Delays may result in additional costs.

3️⃣ Coating Appearance

  • Clear topcoat follows the shape of your concrete — some variation is normal

  • Flake finish may look different depending on lighting and viewing angle

  • The floor may feel slightly textured due to the anti-slip component — this is normal

4️⃣ Nature of the Product

Epoxy is an industrial-grade product — not a decorative paint.

  • White or black epoxy floors are not ideal for garages as they will show tire marks and dirt easily

  • Only neutral pH cleaners should be used. Strong chemicals will void your warranty

5️⃣ Post-Installation Cleanup

While we take care to clean up thoroughly, small flakes may occasionally be found around the property after installation. 100% removal is not guaranteed due to the nature of the product.

6️⃣ What Qualifies as a Defect

Per Australian Standards (May 2019, Sec. 13.5):

A coating is considered defective only if more than 10% of the surface fails due to peeling, blistering, or flaking.

Claims will only be reviewed after the project has been fully paid.

7️⃣ Installation Process

During coating, timing is critical. Our team will focus entirely on applying the product. Please understand that minimal interruptions are required during this phase.

8️⃣ Risks & Minor Incidents

Despite best efforts, minor paint flicks or surface marks may occur during installation. We will rectify any reasonable issues or offer a fair resolution.

9️⃣ Dispute Resolution

Any disputes will be reviewed and settled by Epoxy Masters Inspectors — whose decision will be final.

10️⃣ Odour Information

Epoxy coatings emit a temporary odour during and after installation:

  • Odour generally fades within 7 days

  • We recommend ventilation

  • Those sensitive to odours (children, pets, or those with respiratory conditions) should avoid the area during and shortly after application

  • We are not responsible for temporary discomfort caused by odours

If you are sensitive to odours, please let us know beforehand — we’ll do our best to accommodate.


Acceptance of Terms

By proceeding with your epoxy flooring project, you acknowledge and agree to the terms listed above.
If you have any questions, please contact Epoxy Masters before installation starts — we are always happy to clarify.