1. About TOTO Prime Service

1. TOTO Prime Service ("the Plan") is a paid, optional service plan offered by B&H Investment Group Pty Ltd ACN 138 061 346 ("B&H"), authorised TOTO distributor for Australia, operating from Unit 3, 163-179 Forster Rd, Mount Waverley VIC 3149.
2. The Plan is a service contract and is not an insurance product. B&H is the Plan administrator and the party responsible for all service obligations.
3. The Plan provides additional service benefits beyond the TOTO standard manufacturer warranty and your rights under the Australian Consumer Law (ACL). It does not replace, reduce or exclude any ACL rights or statutory consumer guarantees.
4. The Plan is available in four tiers: Basic Service, Plus Service, Advanced Service, and Concierge Service. Benefits differ by tier as described in the Plan benefits table.

2. Australian Consumer Law — Mandatory Statement

1. The benefits provided by TOTO Prime Service are in addition to the rights and remedies that you are entitled to under the Australian Consumer Law (ACL) (Schedule 2, Competition and Consumer Act 2010 (Cth)) and any other applicable law.
2. You do not need to purchase TOTO Prime Service to be entitled to your rights under the ACL, including the right to a repair, replacement or refund for major failures and compensation for any other reasonably foreseeable loss or damage.
3. Purchasing TOTO Prime Service does not limit, restrict, modify or replace any right or remedy you have under the ACL or any other applicable law.
4. For more information about the ACL and your consumer rights, visit www.accc.gov.au.

3. Coverage Period

1. The Plan provides coverage commencing from the Coverage Start Date — the original product purchase date or, where the product was physically received or installed after purchase and reasonable evidence of that later date is provided (e.g. a delivery record or a licensed plumber's installation invoice), that later date — bridging through the manufacturer warranty period and extending total coverage to six (6) years from the Coverage Start Date.
2. The Plan must be purchased while the TOTO standard manufacturer warranty is still active (within 3 years of the Coverage Start Date).
3. During Years 1 and 2 of the manufacturer warranty, the standard warranty governs. The Plan supplements by providing the Year 3 labour benefit described in clause 4.
4. During Years 4, 5 and 6, the Plan is the sole source of extended coverage, covering both parts and labour.
5. Coverage ends at the earlier of: (a) 6 years from original product purchase date; (b) fault-based product replacement under Advanced or Concierge plans; or (c) plan cancellation.

4. Year 3 Labour Coverage

1. The TOTO standard 3-year manufacturer warranty covers labour during Years 1 and 2 only. Labour in Year 3 is excluded under the standard warranty.
2. Upon purchase of a TOTO Prime Service plan, B&H will cover the cost of labour for any in-warranty claim arising during Year 3 of the product's life, such that the customer incurs no out-of-pocket labour cost during Year 3.
3. Parts coverage in Year 3 continues under the standard manufacturer warranty. Prime Service supplements by covering only the labour cost in Year 3.
4. A fault that arises while the TOTO Manufacturer Warranty is active and that is covered by that warranty is not treated as a Pre-Existing Fault under this Plan, even if it arose before you purchased the Plan. If you purchase the Plan while the Manufacturer Warranty is active, the Year 3 Labour Bridge applies to such faults from the date of Plan purchase. The Pre-Existing Fault exclusion continues to apply to any fault or damage not covered by the Manufacturer Warranty (for example physical damage, misuse or unauthorised repair). Once the Manufacturer Warranty has expired, the Plan can no longer be purchased.

5. Service Standards

1. B&H will contact customers within 48 hours (Advanced and Concierge plans — priority) or 72 hours (Basic and Plus plans) of a valid claim submission, measured in business days, to assess the nature of the fault.
2. Where faults can be resolved remotely via phone or video guidance, B&H will provide this service at no charge. Remote resolution does not count against any service visit allocation.
3. Where an in-home technician visit is required, B&H will schedule this at a mutually agreed time. Remote and regional customers will have extended scheduling windows but incur no additional charges.
4. In-home service covers all of Australia, including remote areas as defined by the Australian Bureau of Statistics Remoteness Structure.
5. B&H may appoint subcontractors, authorised service agents or other qualified service providers as technicians acting on its behalf to perform any inspection, repair or replacement, and remains responsible for those services.
6. The customer must provide safe, timely and reasonable access to the product for inspection, repair or replacement. Where access cannot reasonably be provided, B&H may reschedule the service or suspend performance until access is available.
7. Response and scheduling times are target service standards, not guarantees, and may vary with technician availability, weather, remote locations or parts supply. Nothing in this clause limits the ACL right to have services supplied within a reasonable time.

6. Exclusions

The Plan does not cover:

1. Physical damage caused by the customer, household members or third parties (including impacts, drops, flooding, liquid intrusion, cuts or tears);
2. Installation, modification or attempted repair by parties other than B&H or B&H-authorised technicians;
3. Products used in commercial, hotel, short-stay accommodation or non-standard residential settings;
4. Damage from natural events including flood, fire, lightning, electrical surges, pest or vermin damage;
5. Cosmetic issues such as surface scratches, fading or discolouration that do not affect product functionality;
6. Consumable items including deodorant filters, batteries, cleaning cartridges and nozzles that have reached their designed lifespan;
7. Failure resulting from the customer's modification of product software or configuration settings;
8. Failure resulting from the customer's non-compliance with TOTO care and operating instructions;
9. Pre-existing product faults or damage that existed prior to the Plan purchase date, other than faults covered by the TOTO manufacturer warranty (see Section 4);
10. No-fault-found call-outs — where a technician attends and no covered fault is found, a call-out fee of $250 (incl. GST) may apply. You will be advised of this possibility before a technician is dispatched, and the fee will not apply where B&H's own remote assessment indicated a likely covered fault;
11. Products sold, delivered or installed outside of Australia.

7. Plan Transferability

1. All plans may be transferred to a new product owner (on sale of the product or home).
2. Transfers must be submitted in writing to service@bandh.com.au, including the product serial number, current plan holder name and contact details, and new owner name and contact details.
3. A transfer fee of $25 (incl. GST) applies per transfer.
4. Transfers are effective from the date B&H confirms the transfer in writing.

8. Cooling-Off Period & Cancellation

1. A 30-day cooling-off period applies from the Plan purchase date. During this period, the plan holder may cancel for any reason and receive a full refund, provided no claim has been lodged.
2. Cancellation after 30 days: the plan holder is entitled to a pro-rata refund calculated as: (plan price) × (remaining years / total plan years), less any net claim costs paid by B&H, less a $50 (incl. GST) processing fee.
3. B&H may only cancel a Plan without customer consent if: (a) the customer has committed fraud or material misrepresentation in connection with the Plan; or (b) the product is determined ineligible under clause 10 (Eligibility) at the time of purchase. In such cases, B&H will provide written notice and a full refund.
4. To cancel, the plan holder must submit a written request to service@bandh.com.au with their membership card number. Refunds will be processed within 15 business days.

9. Eligibility Requirements

1. The Plan is available to Australian residents for TOTO products used in standard residential settings in Australia.
2. The product must have been purchased new from an authorised TOTO dealer in Australia, under a proper tax invoice showing a genuine TOTO product code as issued by TOTO.
3. The Plan must be purchased while the manufacturer's standard warranty is active (within 3 years of original product purchase date).
4. Pre-existing product faults or damage at time of Plan purchase are not covered. B&H may request evidence of the product's condition at time of Plan purchase.

10. Limitation of Liability

1. To the fullest extent permitted by law, B&H's liability under the Plan is limited to the re-supply of the services or payment of the cost of re-supplying the services.
2. Nothing in these terms limits or excludes any rights that cannot be excluded under the ACL, including in relation to major failures of the Plan services.
3. B&H is not liable for indirect, special, or consequential loss arising from a claim outcome, except to the extent required by the ACL.
4. Neither party is liable for delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control — natural disasters, fire, flood, epidemic, pandemic, war, terrorism, industrial disputes, government action or interruption of essential utilities. If such an event continues for more than 60 days, either party may terminate the Plan by written notice (pro-rata refund applies where B&H terminates).
5. These Terms constitute the entire agreement between the parties in relation to the Plan and supersede all prior discussions, representations and understandings. Nothing in this clause limits any right or remedy under the ACL. In the event of inconsistency between these Terms and the Consumer Handbook or any other Prime Service material, these Terms prevail.
6. Any provision of these Terms which is illegal, void or unenforceable is ineffective only to the extent of that illegality, voidness or unenforceability, without invalidating the remaining provisions.

11. Privacy

1. B&H collects, holds, uses and discloses personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
2. Personal information is collected for the purpose of administering the Plan. It is not sold to third parties.
3. B&H's full Privacy Policy is available at bandh.com.au/privacy.
4. Plan holders may access, correct or request deletion of their personal information by contacting service@bandh.com.au.

12. Governing Law

1. These Terms are governed by the laws of Victoria, Australia. Both parties submit to the non-exclusive jurisdiction of the Victorian courts.
2. Nothing in these Terms limits your rights to bring a claim in any court of competent jurisdiction, or before a relevant tribunal, under the ACL.

13. Document Version & Updates

1. These Terms are Version 1.3, effective 1 August 2026, and were reviewed by Lincolns Lawyers & Consultants (Ref RT:KC:18607, 3 August 2026).
2. B&H may update these Terms for Plans not yet purchased. Plans already purchased will be governed by the Terms in effect at the date of purchase.
3. Current Terms are always available at prime.bandh.com.au/terms and available for PDF download.