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.