TOTO Prime Service Handbook
The handbook and PDF use the latest supplied edition. See Model Prices for current eligibility and fees.
B & H I N V E S T M E N T G R O U P · A U T H O R I S E D T O T O D I S T R I B U T O R · A U S T R A L I A
Prime Service
Consumer Handbook
Your Extended Service Plan, Explained in Full
Keep this handbook and your proof of purchase in a safe place.
6
6 Years of Parts & Labour Coverage
Bridges the Year 3 labour gap & extends full cover through Year 6
✓
Australia-Wide Service, No Call-Out Fee
Authorised TOTO technicians · Unlimited call-outs · Remote & regional included
+
Annual Care Reminders & Member Discounts
Annual care schedule included · 10–15% off TOTO consumables
Y O U R 6 - Y E A R C O V E R A G E A T A G L A N C E
Years 1–2 · TOTO Warranty
1
2
Year 3 · Labour Bridge
3
Years 4–6 · Prime Service
4
5
6
Year 3: the TOTO warranty covers
parts only. Prime Service covers the labour
03
Which plan
you hold
08
What is
covered
10
How to make
a claim
16
Cancellation
& refunds
23
Who to
contact
This handbook sets out the full terms, coverage, exclusions, claims process, and all rights and entitlements under your TOTO Prime Service plan. It is not an insurance product.
Administered by B&H Investment Group Pty Ltd ACN 138 061 346 · ABN 75 138 061 346.
CONSUMER HANDBOOK
Version: October 2026 (v3)
B E F O R E Y O U B E G I N
TOTO Prime Service · Consumer Handbook
I M P O R T A N T · P L E A S E R E A D F I R S T
Important Notice
Your Rights Under Australian Consumer Law (ACL)
The benefits provided under TOTO Prime Service are
in addition to, and do not replace, reduce or exclude, your rights
under the ACL, Schedule 2, Competition and Consumer Act 2010 (Cth). You are already entitled to a repair, replacement or
refund for products that fail to meet consumer guarantees.
Prime Service is a service contract: for a major failure with
the service, you may cancel it and obtain a refund for the unused portion, or compensation for its reduced value.
These rights
cannot be excluded or limited by any contract.
Further information: accc.gov.au · 1300 302 502
What Is TOTO Prime Service?
An optional, paid service plan administered by
B&H Investment Group Pty Ltd
(ACN 138 061 346, ABN 75 138 061 346),
authorised TOTO distributor in Australia. It extends coverage beyond the standard 3-year TOTO manufacturer warranty,
covering labour and parts through to Year 6.
TOTO Prime Service
is a service contract,
not an insurance product.
Keep These Documents Safe
✓
This handbook: your complete reference for rights, coverage and claims
✓
Your original purchase receipt / tax invoice: required for all claims
✓
Your Prime Service confirmation email: sent at the time of purchase; it shows your plan and coverage dates
✓
Your Prime Service online account login: you will need this to lodge claims and manage your plan at
prime.bandh.com.au
Handbook Contents
SECTION
TOPIC
Which Plan / Coverage Timeline
Identifying your plan and your 6-year coverage schedule
What Is Covered / Exclusions
Covered faults, additional benefits and what is not covered
How to Make a Claim / Service Standards
Step-by-step claims process and our commitments
Replacement / Transferability
Replacement entitlements and plan transfer procedure
Cooling-Off / FAQ
Cancellation rights and common questions
Complaints / Privacy
Dispute resolution, ACL rights and data handling
Terms & Conditions / Definitions
Full legal terms and glossary
Contact Directory
B&H contacts and external consumer rights bodies
This handbook is a guide.
The legally binding document is the TOTO Prime Service Terms & Conditions. In the event of
any inconsistency between this Consumer Handbook and the Terms & Conditions, the
Terms & Conditions prevail
.
Current version: prime.bandh.com.au
Version October 2026. Current version always available at prime.bandh.com.au
prime.bandh.com.au · (03) 9558 6635
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Y O U R P L A N
TOTO Prime Service · Consumer Handbook
U N D E R S T A N D I N G Y O U R C O V E R A G E
Which Plan Do I Have?
Your plan is determined by the TOTO product you purchased:
it is not a separate selection you make
. Each eligible
TOTO model is assigned to one of the four plans below.
Where to Find Your Plan
C O N F I R M A T I O N E M A I L
O N L I N E
A S K U S
Sent at purchase
Anytime
We'll check
You receive a Prime Service confirmation
email as soon as your plan is purchased. It
shows your plan and coverage dates
Look up your model at prime.bandh.com.au
(see the following page)
Call (03) 9558 6635 with your model or serial
number
The Four Plans
PLAN
WHO IT COVERS
Basic Service
Entry-level TOTO washlet models
Plus Service
Mid-range washlet models. Adds priority scheduling, remote video diagnostics and a higher consumables
discount
Advanced
Service
High-specification washlet models. Adds priority response, priority on-site scheduling, priority parts dispatch
and fault-based replacement
Concierge
Service
NEOREST integrated models. Adds Professional Technician Service and a Prime Refresh Visit
Model-to-plan assignment is published online and updated as new TOTO models are released. See the following page for how to look up your model.
Where to find your model number.
Look for the sticker on the
side of the bowl
, or on the
back of the washlet unit
. It
also appears on the original packaging and on your tax invoice. The code begins with
TCF
or
CS, for example
TCF4732AT#NW1. Quote this number whenever you contact us.
prime.bandh.com.au · (03) 9558 6635
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Y O U R P L A N
TOTO Prime Service · Consumer Handbook
What Every Plan Includes
✓
Year 3 labour coverage: bridges the TOTO warranty gap (parts only in Year 3)
✓
Full parts and labour coverage: Years 4, 5 and 6
✓
Unlimited service call-outs, Australia-wide, no call-out fee for valid claims. If a technician attends and finds no covered
fault, a $250 (incl. GST) call-out fee may apply (always advised before dispatch)
✓
Digital invoice storage: automatically retrieved when you lodge a claim
✓
Annual care reminder by email: carbon filter replacement schedule and cleaning guidance (a reminder email, not a
service visit)
✓
Consumables discount:
10–15% off TOTO carbon filters and accessories
✓
30-day cooling-off period: cancel for any reason within 30 days of purchase for a full refund, provided no claim has been
resolved in that time
Plan Comparison
BENEFIT
BASIC
PLUS
ADVANCED
CONCIERGE
Initial response time
72 hrs
72 hrs
48 hrs priority
48 hrs priority
Priority scheduling
✕
✓
✓
✓
Remote video diagnostics
✕
✓
✓
✓
Plan transferable to new owner
✓
✓
✓
✓
Priority on-site scheduling
✕
✕
✓
✓
Priority parts dispatch
✕
✕
✓
✓
Fault-based replacement
✕
✕
✓
✓
Prime Refresh Visit (one per plan)
✕
✕
✕
✓
Professional Technician Service
✕
✕
✕
✓
Consumables discount
10%
15%
15%
15%
T H E I M P O R T A N T P A R T
Every plan carries identical core cover: the Year 3 labour bridge, full parts and labour in Years 4–6, unlimited call-outs,
and repeat-fault replacement. The tiers differ only in response speed and added services, never in what is covered.
Response times are B&H's first contact after claim submission, measured in business days. Advanced and Concierge claims are handled in a priority
queue ahead of Basic and Plus.
These times are target service standards, not guarantees: actual timing may vary due to technician availability,
weather events, remote locations, parts supply or other circumstances beyond B&H's reasonable control. Your rights under the Australian Consumer
Law, including to have services supplied within a reasonable time, are not affected.
prime.bandh.com.au · (03) 9558 6635
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P R O D U C T & F E E S C H E D U L E
TOTO Prime Service · Consumer Handbook
E L I G I B L E M O D E L S & C U R R E N T F E E S
Product & Fee Schedule
Every eligible TOTO product code, the plan it maps to, and its current one-time Prime Service fee are published online. The
online schedule is the authoritative version and is updated as new TOTO models are released.
Or visit
prime.bandh.com.au
Select
Model Prices
to see every eligible model code and its
current fee.
Can't scan the QR code?
Please contact our office and we
will confirm your product's eligibility and fee, and post or email
you a copy of the current schedule:
Scan to view the current
Product & Fee Schedule
☎
(03) 9558 6635, Mon–Fri, 10:00am–6:00pm AEST
primeservice@bandh.com.au
What You Should Know About Fees
✓
All fees are in Australian dollars and
inclusive of GST
✓
Your fee is a
one-time payment: there are no annual renewals and no excess on claims
✓
Once you purchase,
your fee is fixed for your coverage period and will not increase
✓
The fee applying to your plan is the one shown on
your tax invoice
at the time of purchase
✓
Fees published online are current as at the date shown on the schedule and
may be revised for plans purchased in
future
✓
Only products carrying a genuine TOTO product code, as issued by TOTO, are eligible
Your plan tier is determined by your product model, not by choice. If your model does not appear on the online schedule
(for example, a newly released model), contact B&H on
(03) 9558 6635
to confirm eligibility and the applicable plan and
fee.
prime.bandh.com.au · (03) 9558 6635
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6 - Y E A R C O V E R A G E T I M E L I N E
TOTO Prime Service · Consumer Handbook
S I X Y E A R S O F P R O T E C T I O N
Your 6-Year Coverage Timeline
Years 1–2 · TOTO Warranty
Year 3 · Labour Bridge
Years 4–6 · Prime Service
Years 1 & 2: TOTO Manufacturer Warranty
Full parts and labour coverage under the standard TOTO manufacturer warranty. Unlimited in-home service by authorised
technicians. Your Prime Service plan supplements, but does not alter, these rights.
Your Prime Service benefits begin immediately, alongside the manufacturer warranty: digital invoice storage · annual
care reminders · 10–15% consumables discount · priority scheduling and remote video diagnostics (Plus, Advanced,
Concierge) · plan transferability. Because these benefits run from the coverage start date, the plan is treated as delivered in
full from that date. See page 14 for the 30-day cooling-off period and cancellation.
Year 3: The Labour Bridge
Gap alert:
The standard TOTO warranty covers
parts only
in Year 3. All technician labour charges fall to you. Without
Prime Service, a standard service visit in Year 3 may cost $150–$300+ in labour alone.
✓
Parts:
Covered by the manufacturer warranty (unchanged)
✓
Labour:
Covered by your Prime Service plan. B&H pays all technician labour costs in Year 3
✓
No out-of-pocket expense for a valid service call in Year 3
Years 4, 5 and 6: Full Prime Service Extension
✓
All parts for a valid repair, supplied and fitted at no cost to you
✓
All labour for a valid repair, covered at no cost to you
✓
Nationwide service, unlimited call-outs: in-home visits in most areas; courier pick-up and return repair may be arranged for
very remote locations
✓
Only authorised TOTO technicians used for all repairs
Coverage End
Coverage ends at the earliest of: (a) expiry of Year 6 from the coverage start date; (b) fault-based replacement (Advanced/
Concierge); or (c) cancellation. Prime Service must be purchased within the 3-year manufacturer warranty period.
Installed later?
Coverage normally starts on your purchase date. If your product was delivered or installed after purchase
(e.g. installed a year later during a renovation), coverage can start from that later date instead. Just provide evidence, such
as your licensed plumber's installation invoice or a delivery record. The TOTO manufacturer warranty is administered from
the same date, so your warranty and Prime Service stay aligned.
prime.bandh.com.au · (03) 9558 6635
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C O V E R A G E
TOTO Prime Service · Consumer Handbook
C O V E R A G E D E T A I L
What Is Covered
A
valid claim
is a claim relating to a Covered Fault that is not subject to any exclusion. This and other key terms used throughout this handbook are
explained in the Definitions section.
Hardware, Mechanical and Electrical Faults
✓
Mechanical or electrical failure
arising from normal residential use
✓
Defects in materials or workmanship: manufacturing faults emerging during normal use
✓
Electronic component failure: sensor boards, motor failure, control panel faults
✓
Bidet nozzle mechanism: retraction, positioning or spray malfunction
✓
Seat and lid mechanism: auto-open/close, heated seat element failure
✓
Deodorant and dryer unit: internal fan or housing failure (not consumable cartridge)
✓
Water pressure regulation: internal pressure regulation failure
✓
Remote control failure
from normal use (where supplied as standard with the unit)
Labour and Service
✓
All technician labour costs for valid repairs in Years 3 through 6
✓
Call-out fees: no charge for the technician attending your property for a valid claim
✓
Travel to remote and regional locations: no additional surcharge
✓
Replacement parts, supplied and fitted by B&H authorised technicians at no cost
✓
Remote video diagnostics (Plus, Advanced and Concierge) at no additional cost
Additional Benefits
✓
Fault-based replacement (Advanced and Concierge): direct product swap at no cost if unrepairable
✓
Prime Refresh Visit (Concierge): a single preventive in-home visit for the life of the plan,
booked by you
online or with our
team; where unavailable in your area, a
$200 credit is applied to your Prime Service online account
instead
✓
Digital invoice storage: your receipt is retrieved automatically at claim time
✓
Consumables discount: 10% (Basic) or 15% (Plus/Advanced/Concierge) off TOTO-approved products
✓
Annual care reminder: carbon filter replacement and cleaning schedule by email; opt out anytime
prime.bandh.com.au · (03) 9558 6635
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E X C L U S I O N S
TOTO Prime Service · Consumer Handbook
W H A T I S N O T C O V E R E D
Exclusions
Do not arrange your own repair without B&H's prior authorisation: unauthorised repairs may void your claim for that
fault.
Damage or Misuse
✕
Physical damage caused by the customer, household members or any third party
✕
Water or liquid damage from flooding, burst pipes or external water ingress
✕
Damage during installation or removal by non-authorised tradespeople
✕
Repairs or modifications by non-authorised technicians (voids coverage for related faults)
✕
Failure to follow TOTO care instructions (chemical or cleaning product damage)
Installation and Use
✕
Commercial, hotel, Airbnb, short-stay accommodation or any non-residential use (voids coverage entirely)
✕
Products installed outside Australia
✕
Non-standard installation not complying with TOTO specifications or Australian plumbing standards
External Events and Other Exclusions
✕
Natural disasters: fire, flood, storm, lightning, earthquake or other force majeure events
✕
Power surges or electrical interference from outside the product
✕
Cosmetic damage not affecting function: scratches, chips, discolouration, surface staining
✕
Consumables at natural end of life: carbon filters, deodorant cartridges, batteries, water filters
✕
Pre-existing faults, except faults covered by the TOTO manufacturer warranty (see Terms & Conditions clause 7.4)
✕
Customer-modified software or firmware settings
✕
No-fault-found call-outs: a $250 (incl. GST) call-out fee may apply (advised before dispatch)
✕
Products under active manufacturer recall (the manufacturer's direct responsibility)
✕
Costs of plumbing alterations, structural changes or third-party labour beyond the plan's scope
Force majeure: delays outside our control.
B&H is not responsible for delays in performing services caused by events
beyond its reasonable control, including natural disasters, pandemics, government restrictions, transport disruption or similar
events. We will resume service as soon as practicable and keep you informed. Your rights under the Australian Consumer
Law are not affected.
If your claim is declined and you disagree, you may request an internal review. Your ACL rights to pursue a remedy through Consumer Affairs or your
state tribunal continue regardless.
prime.bandh.com.au · (03) 9558 6635
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M A K I N G A C L A I M
TOTO Prime Service · Consumer Handbook
C L A I M S P R O C E S S
How to Make a Claim
Before You Lodge
Check power and water supply; consult the TOTO troubleshooting guide; note any error codes.
Do not arrange your own
repair with a third party.
What to Have Ready
Product serial number (sticker on the side of the bowl, or on the back of the washlet unit)
Your Prime Service online account (registered email address)
Description of the fault and at least one photograph of the affected area
Your purchase receipt is automatically stored by B&H. You do not need to supply it.
Claim Steps
Submit Your Claim
1
Online at
prime.bandh.com.au and select
Make a Claim
(available 24 hours), or ask your authorised TOTO dealer to
lodge the claim for you. Enter your serial number, describe the fault and attach a photo. Claims cannot be lodged by
phone.
B&H Assessment
2
B&H contacts you within
48 hours
(Advanced/Concierge, priority queue) or
72 hours
(Basic/Plus), measured in
business days. A remote video or phone diagnostic may be conducted first.
Resolution
3
If resolved remotely: instructions provided at no cost. If a visit is required: B&H dispatches an authorised technician.
All parts and labour paid by B&H.
You pay nothing for a valid claim.
Written Confirmation
4
Outcome confirmed by email. Full technician report recorded to your online account.
Remote / regional Australia:
Nationwide coverage with no additional charges. Response times may extend in very remote
areas. B&H will confirm expected timeframes at assessment, and may arrange courier pick-up and return repair where an
in-home visit is not practical.
Before You Lodge: Three Quick Checks
0 1 · P O W E R
0 2 · W A T E R
0 3 · C O D E S
Check
Check
Note
Is the unit switched on at the wall and the
circuit not tripped?
Is the isolation valve open and mains
pressure normal?
Record any error code shown. It speeds
up diagnosis
These three checks resolve a meaningful share of reported faults, and avoid a possible no-fault-found call-out fee.
prime.bandh.com.au · (03) 9558 6635
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S E R V I C E S T A N D A R D S
TOTO Prime Service · Consumer Handbook
O U R C O M M I T M E N T S T O Y O U
Service Standards
Response Time Commitments
PLAN
FIRST CONTACT AFTER CLAIM
QUEUE
Basic Service
Within 72 hours (business days)
Standard
Plus Service
Within 72 hours (business days)
Standard
Advanced Service
Within 48 hours (business days)
Priority
Concierge Service
Within 48 hours (business days)
Priority
Response times = B&H's first contact after you submit. Technician visit scheduling depends on area availability; Advanced and Concierge visits are
scheduled ahead of the general queue.
All times shown are target service standards, not guarantees, and may vary due to technician availability,
weather, remote locations, parts supply or other circumstances beyond B&H's reasonable control. Your ACL right to have services supplied within a
reasonable time is unaffected.
Technician Standards
✓
All technicians are authorised by B&H and trained specifically on TOTO products. B&H may appoint authorised
subcontractors and service agents to perform inspections, repairs and replacements on its behalf, and remains responsible
for the services provided
✓
Your technician will contact you on the day of the visit to reconfirm the appointment time
before travelling to your
home
✓
Repairs conducted in your home wherever practical. For very remote areas, B&H may arrange courier pick-up, workshop
repair and return delivery at no cost to you
✓
All replacement parts are genuine TOTO parts or B&H-approved equivalents
✓
If the same fault recurs within
180 days
of a completed repair, B&H will re-attend (or arrange courier repair) at no additional
cost,
even if your coverage period has since ended
Your Access Obligation
You must provide safe and reasonable access to the product at the agreed appointment time. Where access cannot
reasonably be provided, B&H may reschedule the service.
Repeat Faults and Escalation
If the same fault recurs
three times within 12 months
, you may request a replacement rather than a further repair. This
applies to
all plans
. B&H will confirm the outcome in writing.
No-Fault-Found Policy
If a technician attends and finds no covered fault, a call-out fee of
$250 (incl. GST)
may apply.
B&H will advise you
of this
possibility before dispatching a technician. This fee will not apply if B&H's own assessment indicated a likely covered fault.
Annual Care Reminder
All plan holders receive an annual reminder email covering: nozzle cleaning guidance, your
carbon filter
replacement
schedule, seasonal care tips, your member discount on TOTO carbon filters and accessories, and your remaining coverage
period and expiry date.
This is a reminder email only. It is not a service visit.
You may opt out at any time by contacting
B&H.
prime.bandh.com.au · (03) 9558 6635
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S E R V I C E S T A N D A R D S
TOTO Prime Service · Consumer Handbook
Repeat-Fault Replacement: All Plans
If the same fault recurs
three times within 12 months
, you may request a replacement rather than a further repair. This
applies to every plan tier.
No Lemon Protection
Advanced & Concierge only
If your product requires two separate and distinct repairs under this plan and a further fault then occurs, you may request
replacement rather than a third repair.
Settings & Data Backup Notice
If your TOTO product stores personalised settings (e.g. bidet presets, user memory), repair or replacement may erase them.
Note your preferred settings before lodging a claim. B&H is not liable for loss of stored settings during a repair.
Service Guarantee Summary
GUARANTEE
WHAT IT MEANS FOR YOU
Repeat-Fault Replacement
Same fault three times within 12 months: replacement option, all plans
No Lemon Protection
After 2 separate repairs + another fault, replacement rather than a third repair
(Advanced & Concierge)
Response Time (target)
48 hrs priority first contact (Advanced/Concierge); 72 hrs (Basic/Plus), business days;
target standard, may vary in circumstances beyond our control
Pre-Dispatch Advisory
B&H advises of the $250 (incl. GST) no-fault-found fee before sending a technician
Genuine Parts
All repairs use genuine TOTO parts or B&H-approved equivalents
180-Day Re-Attend Guarantee
Same fault recurs within 180 days of a completed repair: B&H re-attends at no cost, even if
your plan has since expired
Annual Care Reminder
Annual email covering cleaning tips, carbon filter schedule, and remaining coverage details
(not a service visit)
Replacement Entitlements
Repeat-Fault Replacement (All Plans)
If the same fault recurs three times within any 12-month period, you may request a replacement rather than a further repair.
This is available on every plan tier. B&H will confirm the outcome in writing.
Fault-Based Replacement (Advanced and Concierge)
If B&H determines your product is unrepairable, a direct replacement is arranged at no additional cost. Any replacement will be
an equivalent or superior model of similar functionality; colour, finish or cosmetic appearance may differ. The plan closes on the
date of replacement. A new plan may be purchased for the replacement product.
Prime Refresh Visit (Concierge Service)
One
Prime Refresh Visit for the life of the plan: a single preventive in-home visit,
not an annual entitlement
.
You book it
yourself
at prime.bandh.com.au or by arranging a time with our team; it is not scheduled automatically. Where a visit is not
available in your area, a
$200 credit is applied to your Prime Service online account
instead. It is applied automatically.
There is no coupon code to keep track of, and you can redeem it at any time against TOTO products, parts or accessories supplied by B&H. The credit is not redeemable for cash and remains permanently valid with no expiry date.
prime.bandh.com.au · (03) 9558 6635
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P L A N T R A N S F E R A B I L I T Y
TOTO Prime Service · Consumer Handbook
T R A N S F E R R I N G Y O U R P L A N
Plan Transferability & Eligibility
Which plans are transferable?
All plans (Basic, Plus, Advanced and Concierge) may be transferred to a new residential
owner.
How to Transfer
Notify B&H in Writing
1
Email primeservice@bandh.com.au (subject: "Plan Transfer Request") with your name, new owner details, product
serial number and your Prime Service online account details.
Pay the Transfer Fee
2
A one-time fee of
$25.00 (incl. GST)
applies. Transfer is completed once payment is received.
Account Transferred
3
The plan is transferred to the new owner's Prime Service online account within 5 business days, and written
confirmation is emailed to both parties. Coverage period is unchanged. The plan does not restart.
Maximum one transfer per plan · All remaining entitlements transfer with the plan · Commercial use by the new owner voids coverage
Who Is Eligible for Prime Service?
✓
ELIGIBLE
✕
NOT ELIGIBLE
✓
✕
Australian resident, personal/household use
Commercial or non-residential use
✓
✕
New product from an authorised dealer, with a proper tax
invoice showing the TOTO product code
Products installed outside Australia
✕
Modified by non-authorised parties
✓
Residential Australian address
✕
Pre-existing faults not covered by the manufacturer
warranty
✓
Purchased within the 3-year warranty term
✓
✕
Product not previously enrolled in Prime Service
Manufacturer warranty already expired
T R A N S F E R S A N D Y O U R L E G A L R I G H T S
Transferring a plan does not affect anyone's rights under the
Australian Consumer Law
. Those rights attach to the product
and the original sale, and continue independently of this plan and of who holds it.
prime.bandh.com.au · (03) 9558 6635
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P L A N T R A N S F E R A B I L I T Y
TOTO Prime Service · Consumer Handbook
Transfer Conditions at a Glance
CONDITION
DETAIL
Notification deadline
Within 30 days of change of ownership
Transfer fee
$25.00 (incl. GST), one-time
Number of transfers
One transfer per plan
New owner's rights
Identical to original purchaser, remaining term only
Non-transferable plans
Plans where a fault-based replacement has been made (the plan ends on replacement)
If B&H Ceases Trading
In the unlikely event B&H Investment Group ceases trading, your statutory rights under the Australian Consumer Law in
respect of the goods (against the retailer who sold you the product and the manufacturer) are unaffected. Obligations
under this plan are obligations of B&H; B&H will use reasonable endeavours to novate plan obligations to an equivalent
provider and will notify all registered holders in writing.
Transfer FAQs
Can I transfer if I sell my home?
Yes, if the TOTO product stays in the property, you may transfer the plan (any tier) to the new owner within 30 days of
settlement.
Can I transfer to a family member?
Yes, provided the product remains at an Australian residential address and the new holder uses it for residential purposes only.
Does the coverage period restart on transfer?
No. The plan runs from the original purchase date and the remaining coverage period transfers to the new holder. There is no
extension of term on transfer.
What happens if a claim is pending at the time of transfer?
Pending claims are completed under the original plan holder's name. The new holder inherits the plan only after the
outstanding claim is resolved.
Can a commercial business receive a transferred plan?
No. Transferred plans are for residential use only. Commercial use by the new owner voids coverage.
prime.bandh.com.au · (03) 9558 6635
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C A N C E L L A T I O N & C O O L I N G - O F F
TOTO Prime Service · Consumer Handbook
Y O U R R I G H T T O C A N C E L
Cooling-Off Period & Cancellation
30-Day Full Refund Guarantee.
You have 30 days from your plan purchase date to cancel for any reason and receive a full
refund, provided no claim has been resolved during that period.
Cooling-Off: Full Refund
primeservice@bandh.com.au
(subject: "Cooling-Off Cancellation") or call
(03) 9558 6635
. No reason required. Full
refund to your original payment method within
10 business days
.
A claim that has been lodged but not yet resolved does not affect your full refund. The pending claim is simply closed on cancellation. If a claim has
been resolved during the cooling-off period, a full refund is not available.
Cancellation After the 30-Day Cooling-Off Period
After the cooling-off period, the plan fee is not refundable
if you choose to cancel, subject always to your rights under
the Australian Consumer Law.
Those rights are unaffected: for a major failure with the service, the ACL entitles you to
cancel the contract and obtain a refund for the unused portion, or compensation for its reduced value.
Prime Service is a single, one-time purchase covering a fixed six-year period, and its benefits run from the coverage start
date: digital invoice storage, annual care reminders, consumables discounts, and (on Plus, Advanced and Concierge)
priority scheduling and remote video diagnostics. The 30-day cooling-off period above is provided so you can reconsider in
full before this applies.
When a Pro-Rata Refund Is Available
You are entitled to a pro-rata refund of the price paid (reflecting the unexpired portion of your coverage period, with no
administration fee deducted) if:
✓
B&H changes the Terms & Conditions in a way that
materially reduces your benefits
, and you cancel within 30 days of
being notified
✓
B&H cancels your plan (see below)
✓
B&H ends your plan on force majeure grounds under the Terms & Conditions
Refunds under these circumstances are processed within 15 business days.
Cancellation by B&H
B&H may cancel for fraudulent, misleading or false information, or non-residential use, with 30 days’ written notice. A pro-rata refund less settled Claims applies, without an administration fee. Your ACL rights are not affected.
What Cancellation Does Not Affect
Your rights under the Australian Consumer Law (these continue independently of this plan)
The standard TOTO manufacturer warranty (if still within its term)
Pending claims, except those closed with a cooling-off cancellation under clause 12.1
prime.bandh.com.au · (03) 9558 6635
14
F R E Q U E N T L Y A S K E D Q U E S T I O N S
TOTO Prime Service · Consumer Handbook
C O M M O N Q U E S T I O N S
Frequently Asked Questions
What if I have lost my purchase receipt?
B&H stores your receipt when you register. If not registered, contact your original TOTO dealer for a reprint. Call B&H on (03)
9558 6635 for assistance.
What if my product cannot be repaired?
Advanced/Concierge:
Direct replacement at no cost. If a matching model is unavailable, store credit equal to the original
purchase price.
Basic/Plus:
B&H makes every effort to repair, and after three recurrences of the same fault within 12 months
you may request a replacement. Independently, if the product fails to meet an ACL consumer guarantee you may be entitled to
a repair, replacement or refund from the retailer. For a major failure, you choose the remedy.
Can I make multiple claims in one year?
Yes. No limit on service call-outs or repairs, provided each relates to a covered fault.
What is the difference between the manufacturer warranty and Prime Service?
The manufacturer warranty covers Years 1–2 fully, and Year 3 for parts only. Prime Service bridges the Year 3 labour gap and
extends full parts and labour coverage through Years 4, 5 and 6, together with other member benefits such as priority
response (Advanced/Concierge), annual care reminders, consumables discounts, repeat-fault replacement and plan
transferability. ACL rights exist independently of both.
Does Prime Service cover accidental damage?
No. Coverage is limited to hardware faults and mechanical or electrical failure from normal residential use.
What if I move house?
Update your address with B&H. Coverage continues at your new Australian residential address. If you leave the product
behind, it may be transferred to the new owner (all plans).
Can I purchase Prime Service after the manufacturer warranty expires?
No. Prime Service must be purchased while the 3-year TOTO manufacturer warranty is still active.
What if a technician visits and finds no fault?
A call-out fee of $250 (incl. GST) may apply. B&H will advise you of this
before
dispatching. We recommend consulting the
TOTO manual troubleshooting guide first.
Can I cancel and get my money back?
Within the first
30 days
, yes. Cancel for any reason and receive a full refund, provided no claim has been resolved.
After 30
days the fee is not refundable if you choose to cancel
, because the plan is a one-time purchase covering a fixed six-year
period and its benefits run from the coverage start date. A pro-rata refund is payable only if B&H materially reduces your
benefits by changing the Terms, cancels your plan, or ends it on force majeure grounds. Your rights under the Australian
Consumer Law are not affected and continue independently.
Is the price locked for the duration of my plan?
Yes: no annual renewals, no price increases, no additional fees during the coverage period (other than the transfer fee or a
no-fault-found call-out fee, where applicable).
prime.bandh.com.au · (03) 9558 6635
15
C O M P L A I N T S & L E G A L R I G H T S
TOTO Prime Service · Consumer Handbook
D I S P U T E R E S O L U T I O N
Complaints & Your Legal Rights
Internal Review by B&H
1
primeservice@bandh.com.au
(subject: "Complaint Review") with your claim or plan number and description of
the issue. B&H acknowledges within 2 business days and responds with a proposed solution within 10 business days
(up to 15 for complex matters).
State Consumer Affairs
2
VIC: 1300 55 81 81 · consumer.vic.gov.au | NSW: 13 32 20 · fairtrading.nsw.gov.au | QLD: 13 74 68 | WA: 1300 30
40 54 | SA: 131 882
ACCC and Tribunals
3
ACCC: accc.gov.au · 1300 302 502. Your right to pursue remedies through VCAT (VIC), NCAT (NSW), QCAT (QLD) or
your state's equivalent tribunal is available at all times and is not affected by these terms.
Mandatory ACL Statement
Mandatory notice.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer
Law.
For major failures with the service, you are entitled: (a) to cancel your service contract with us; and (b) to a
refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or
replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are
entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to
cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for
any other reasonably foreseeable loss or damage from a failure in the goods or service.
The benefits provided by TOTO Prime Service are in addition to the rights and remedies available to you under the
Australian Consumer Law. You do not need TOTO Prime Service to enjoy your ACL rights. Purchasing this plan does not
reduce, restrict, modify or replace any statutory right under the ACL. In any conflict between this plan and the ACL, the ACL
prevails. Further information: accc.gov.au
Escalation Path
STEP
ACTION
CONTACT
1
B&H customer service
(03) 9558 6635 · Mon–Fri 10am–6:00pm
2
B&H manager escalation
primeservice@bandh.com.au (subject: "Formal Complaint")
3
Consumer Affairs Victoria
1300 558 181 · consumer.vic.gov.au
4
ACCC
1300 302 502 · accc.gov.au
5
VCAT (free for consumers)
1300 018 228 · vcat.vic.gov.au
Response Commitments
✓
Written complaints acknowledged within
2 business days
✓
Substantive response with a proposed solution within
10 business days
; if longer, B&H will advise you
✓
Complaint records retained for 7 years
prime.bandh.com.au · (03) 9558 6635
16
P R I V A C Y
TOTO Prime Service · Consumer Handbook
P R I V A C Y N O T I C E
How We Handle Your Personal Information
B&H Investment Group Pty Ltd is committed to protecting your personal information in accordance with the
Privacy Act 1988
(Cth)
and the
Australian Privacy Principles (APPs)
.
WHAT WE COLLECT
WHY WE COLLECT IT
Name, address, email, phone
Administer your plan
Product serial number and model
Assess and resolve claims
Purchase receipt details
Dispatch authorised technicians
Claim information and photos
Send annual care reminders
All communication records
Legal and regulatory compliance
Who We Share It With
Authorised TOTO technicians: your contact details and address for servicing your product
TOTO headquarters (TOTO Ltd, Japan): as required for parts supply and warranty coordination
We do not sell or share your information for third-party marketing purposes
Your Privacy Rights
Access the personal information B&H holds about you (copy provided within 30 days)
Request correction of inaccurate or outdated information at any time
Withdraw consent to marketing communications at any time
Email:
primeservice@bandh.com.au
(subject: "Privacy Request") · Phone: (03) 9558 6635 · Full policy: bandh.com.au/privacy-policy
Unresolved privacy complaints: Office of the Australian Information Commissioner (OAIC) · oaic.gov.au · 1300 363 992
Retention and Security
Plan and claim records are retained for a minimum of 7 years from the plan expiry date, in accordance with Australian legal
requirements. Records stored on secure servers with restricted access.
A C C E S S
R E T E N T I O N
M A R K E T I N G
30 days
7 years
Opt out
We provide a copy of what we hold within 30
days of your request
From plan expiry, as required by Australian
law
Withdraw consent at any time. Claims
service is unaffected
prime.bandh.com.au · (03) 9558 6635
17
T E R M S & C O N D I T I O N S
TOTO Prime Service · Consumer Handbook
L E G A L D O C U M E N T
Terms and Conditions
Release edition dated 7 October 2026, based on the supplied handbook and confirmed feedback. The full Terms & Conditions (Version 1.4, effective 1 October 2026) prevail over this handbook in the event of any inconsistency. Full text at prime.bandh.com.au. The $200 account credit has no expiry, confirmed by B&H on 11 September.
1 · About TOTO Prime Service
1.1 TOTO Prime Service ("the Plan") is a service contract offered by B&H Investment Group Pty Ltd ACN 138 061 346, ABN 75
138 061 346 ("B&H"), Unit 3, 163–179 Forster Rd, Mount Waverley VIC 3149. 1.2 The Plan is a service contract,
not an
insurance product.
1.3 The Plan provides additional service benefits beyond the TOTO manufacturer warranty and does not
replace, reduce or exclude any rights under the ACL or any statutory guarantee.
2 · Australian Consumer Law
2.1 Benefits are in addition to ACL rights (Schedule 2, CCA 2010 (Cth)). 2.2 You do not need the Plan to enjoy ACL rights. 2.3
Nothing in these Terms limits any ACL right or remedy. 2.4 In any conflict between these Terms and the ACL, the ACL prevails.
3 · Coverage Period
3.1 Six (6) years from the Coverage Start Date: the original purchase date or, where the product was physically received or
installed later and reasonable evidence is provided (e.g. delivery record or licensed plumber's installation invoice), that later
date. 3.2 Plan must be purchased within 3 years of the Coverage Start Date. 3.3 Years 1–2: manufacturer warranty governs;
Plan supplements these rights. 3.4 Year 3: Plan covers all technician labour; manufacturer warranty covers parts. 3.5 Years 4–
6: Plan covers parts and labour. 3.6 Coverage ends at: (a) expiry of Year 6; (b) fault-based replacement (Advanced/Concierge);
or (c) cancellation. 3.7 (full Terms clause 7.4) A fault that arises while the manufacturer warranty is active and is covered by that
warranty is not treated as a pre-existing fault; the Year 3 Labour Bridge applies to such faults from the date of plan purchase.
The pre-existing fault exclusion continues to apply to faults or damage not covered by the manufacturer warranty.
4 · Service Standards
4.1 Initial contact within 48 hours (Advanced/Concierge, priority queue) or 72 hours (Basic/Plus), measured in business
days, from claim submission. 4.2 All service conducted Australia-wide. 4.3 Authorised TOTO technicians only for all repairs and
replacements. 4.4 If the same fault recurs three times within any 12-month period, the plan holder may request a replacement
rather than a further repair (all plans). 4.5 Advanced and Concierge: after two separate repairs and a further covered fault, the
plan holder may request replacement rather than a third repair (No Lemon Protection). 4.6 If the same fault recurs within 180
days of a completed repair, B&H will re-attend at no additional cost, including where the Coverage Period has since ended. 4.7
Claims are lodged online at prime.bandh.com.au or through an authorised dealer; claims cannot be lodged by phone. 4.8
Repairs are conducted in-home wherever practical; B&H may arrange courier pick-up, workshop repair and return delivery for
remote locations at no cost to the plan holder. 4.9 B&H may appoint subcontractors, authorised service agents or other
qualified service providers to perform inspections, repairs and replacements on its behalf, and remains responsible for those
services. 4.10 Response and scheduling times are target service standards, not guarantees, and may vary due to technician
availability, weather, remote locations, parts supply or other circumstances beyond B&H's reasonable control; nothing in this
clause limits the ACL right to have services supplied within a reasonable time.
5 · Exclusions
5.1 Physical damage by customer/third party. 5.2 Non-authorised repairs or installation. 5.3 Commercial or non-residential use.
5.4 Natural disasters or external power events. 5.5 Cosmetic damage not affecting function. 5.6 Consumables at natural end of
life. 5.7 Modified software or firmware. 5.8 Pre-existing faults (subject to clause 3.7 above / full Terms clause 7.4). 5.9 Products
outside Australia. 5.10 No-fault-found call-outs: a fee of $250 (incl. GST) may apply where disclosed before dispatch. 5.11
Manufacturer recall defects. 5.12 Plumbing alterations or structural changes.
prime.bandh.com.au · (03) 9558 6635
18
T E R M S & C O N D I T I O N S
TOTO Prime Service · Consumer Handbook
6 · Transferability
6.1 All plans may be transferred to a new residential owner. 6.2 Transfer fee $25.00 (incl. GST). 6.3 Maximum one transfer per
plan. 6.4 Commercial use by transferee voids coverage.
7 · Cooling-Off and Cancellation
7.1 30-day full refund if no claim has been resolved; an unresolved claim closes on cancellation. 7.2 After 30 days, no refund for customer cancellation, subject to your ACL rights. 7.3 A pro-rata refund for unused coverage, without an administration fee, applies if B&H materially reduces your benefits and you cancel within 30 days of notice, B&H cancels the plan, or B&H terminates on force majeure grounds. 7.4 Refunds within 15 business days (10 for cooling-off). 7.5 B&H may cancel for fraudulent, misleading or false information, or non-residential use, with 30 days’ written notice; the pro-rata refund is reduced by settled Claims. See full Terms clauses 12.1–12.5.
8 · Eligibility
8.1 Australian residents, residential use. 8.2 New product purchased from an authorised dealer, under a proper tax invoice
showing a genuine TOTO product code as issued by TOTO. 8.3 Plan purchased within 3-year manufacturer warranty term. 8.4
No pre-existing faults (subject to clause 3.7 above / full Terms clause 7.4). 8.5 Product not previously enrolled in Prime Service.
9 · General
9.1
Liability:
To the fullest extent permitted by law, B&H's liability is limited to re-supply of services. Nothing limits ACL rights.
9.2
Privacy:
Privacy Act 1988 (Cth) and Australian Privacy Principles. 9.3
Governing Law:
Victoria, Australia. 9.4
Version
Control:
Existing plans governed by Terms current at date of purchase. Current Terms at prime.bandh.com.au
Force Majeure
Neither party is liable for any delay or failure to perform its obligations (other than payment obligations) caused by events
beyond its reasonable control, including natural disasters, fire, flood, epidemic, pandemic, war, terrorism, industrial disputes,
government action or interruption of essential utilities. If the event continues for more than 60 days, either party may terminate
the plan by written notice (with a pro-rata refund where B&H terminates). Your ACL rights are not affected.
Entire Agreement, Severability and Access
The Terms & Conditions constitute the entire agreement between you and B&H in relation to the plan and supersede all prior
discussions and representations; nothing in that clause limits your ACL rights. If any provision is illegal, void or unenforceable,
it is ineffective only to that extent and the remaining provisions continue in force. You 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.
Plan Activation & Registration
Your plan activates automatically at point of sale: no separate registration is required.
You will receive a Prime
Service confirmation email at the time of purchase, and your tax invoice is your proof of coverage. Keep both with this
handbook.
✓
Your plan and coverage dates are shown in your confirmation email; your plan name and fee also appear on your tax invoice
✓
Verify coverage and manage your plan: prime.bandh.com.au
✓
Can't access your online account? Call (03) 9558 6635. We can locate your plan using your purchase details
prime.bandh.com.au · (03) 9558 6635
19
D E F I N I T I O N S
TOTO Prime Service · Consumer Handbook
G L O S S A R Y
Definitions
ACL (Australian Consumer Law)
Schedule 2, Competition and Consumer Act 2010 (Cth). Provides statutory consumer guarantees including the right to a repair,
replacement or refund for major failures.
Authorised Technician
A technician trained and authorised by B&H to perform repairs on TOTO products under this Plan.
B&H / We / Us / Our
B&H Investment Group Pty Ltd ACN 138 061 346, ABN 75 138 061 346, Unit 3, 163–179 Forster Rd, Mount Waverley VIC
3149, authorised TOTO distributor and administrator of this Plan.
Claim
A request to B&H for service, repair or replacement under this Plan in respect of a covered fault.
Consumable
An item with a finite service life requiring periodic replacement by the user: carbon filters, deodorant cartridges, batteries, water
filters, cleaning cartridges. Consumables at natural end of life are excluded from coverage.
Cooling-Off Period
The 30-day period from plan purchase date during which you may cancel for any reason and receive a full refund, provided no
claim has been resolved.
Coverage Start Date
The original purchase date of the product 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. The 6-year coverage period and the 3-year purchase window run from this date.
Covered Fault
A hardware, mechanical or electrical failure arising from normal residential use, covered under your Plan and not subject to any
exclusion in these Terms.
Fault-Based Replacement
A direct product swap at no additional cost (Advanced and Concierge plans only), where B&H determines the product is
unrepairable after reasonable repair attempts.
Manufacturer Warranty
The standard 3-year warranty provided by TOTO, which is separate from and independent of the Prime Service plan.
Net Claim Costs
The actual costs incurred by B&H in settling claims under your plan (parts, labour, call-out fees and freight), less any
amounts recovered.
prime.bandh.com.au · (03) 9558 6635
20
D E F I N I T I O N S
TOTO Prime Service · Consumer Handbook
Original Purchase Date
The date of purchase as shown on the original receipt or tax invoice from an authorised TOTO dealer.
Pre-Existing Fault
Any defect, damage or fault present in the product prior to the plan purchase date, whether or not known to you at the time,
excluding faults that arose during, and are covered by, the TOTO manufacturer warranty (see Terms & Conditions clause 7.4).
Prime Refresh Visit
The single preventive in-home visit included with Concierge Service: one visit for the whole Coverage Period, not an annual
entitlement. It is booked by the plan holder and is not scheduled automatically (see Terms & Conditions clause 10.4).
Prime Service Online Account
The account held by the plan holder at prime.bandh.com.au, recording the coverage period, product serial number, plan tier
and entitlements, and used to lodge and track claims.
Valid Claim
A Claim relating to a Covered Fault that is not subject to any exclusion under these Terms.
Year 3 Labour Bridge
The benefit by which B&H covers all technician labour costs in Year 3, bridging the gap in the TOTO standard warranty which
covers parts only in Year 3.
You / Your
The person named as purchaser on the tax invoice for the Prime Service plan, or a permitted transferee.
Key Numbers at a Glance
ITEM
FIGURE
WHERE IT APPLIES
Coverage period
6 years
From the coverage start date
Purchase window
3 years
While the TOTO manufacturer warranty is active
Cooling-off period
30 days
Full refund if no claim resolved
Response target: Advanced /
Concierge
48 hours
Business days, priority queue
Response target: Basic / Plus
72 hours
Business days
Re-attend guarantee
180 days
Same fault after a completed repair, even after expiry
Repeat-fault replacement
3 in 12 months
All plans
No-fault-found call-out fee
$250
Incl. GST · always advised before dispatch
Plan transfer fee
$25
Incl. GST · one transfer per plan
Cancellation after cooling-off
No refund
Subject to your ACL rights · pro-rata only if B&H changes or ends
the plan
Complaint response
10 business
days
With a proposed solution
This table is a summary for convenience. The Terms & Conditions prevail in the event of any inconsistency.
prime.bandh.com.au · (03) 9558 6635
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C O N T A C T D I R E C T O R Y
TOTO Prime Service · Consumer Handbook
D I R E C T O R Y
Who to Contact
B&H Prime Service: Claims, Administration & General Enquiries
☎
(03) 9558 6635, Mon–Fri, 10:00am–6:00pm AEST (excl. public holidays)
primeservice@bandh.com.au: claims, complaints, transfers, cancellations, general enquiries
prime.bandh.com.au: lodge a claim online (24 hours), or ask your authorised dealer to lodge it for you
prime.bandh.com.au: plan information and documents
Unit 3, 163–179 Forster Rd, Mount Waverley VIC 3149, B&H Investment Group Pty Ltd ACN 138 061 346 · ABN 75 138
061 346
External Consumer Rights Contacts
ORGANISATION
PHONE
WEBSITE
ACCC (national)
1300 302 502
accc.gov.au
Consumer Affairs VIC
1300 55 81 81
consumer.vic.gov.au
NSW Fair Trading
13 32 20
fairtrading.nsw.gov.au
QLD Fair Trading
13 74 68
qld.gov.au/law
WA Consumer Protection
1300 30 40 54
commerce.wa.gov.au
SA CBS
131 882
cbs.sa.gov.au
TAS CBOS
1300 654 499
cbos.tas.gov.au
OAIC (Privacy)
1300 363 992
oaic.gov.au
STATE
CIVIL TRIBUNAL
WEBSITE
VIC
VCAT
vcat.vic.gov.au
NSW
NCAT
ncat.nsw.gov.au
QLD
QCAT
qcat.qld.gov.au
WA
SAT
sat.justice.wa.gov.au
SA
SACAT
sacat.sa.gov.au
prime.bandh.com.au · (03) 9558 6635
22
S E R V I C E R E C O R D
TOTO Prime Service · Consumer Handbook
Y O U R O W N R E C O R D
Service Record
Use this page to record each service visit or claim. You are not required to keep this record. B&H maintains its own claim
history, which you can also view in your Prime Service online account at prime.bandh.com.au. Keeping your own note simply
makes it easier to check dates and reference numbers when you contact us.
Why it can be worth keeping.
If the same fault occurs
three times within any 12-month period
, you may be entitled to a
replacement rather than a further repair (see page 11). Having the dates to hand makes that easy to raise with us.
#
DATE
FAULT REPORTED
CLAIM REF.
OUTCOME
1
2
3
4
5
6
7
8
9
10
Lodge a claim at prime.bandh.com.au or call (03) 9558 6635, Mon–Fri, 10:00am–6:00pm AEST
prime.bandh.com.au · (03) 9558 6635
23
Prime Service
Keep this handbook in a safe place alongside your original tax invoice. You will need it when lodging a claim.
A T T A C H Y O U R R E C E I P T H E R E
Purchase date:
Product model:
Serial number:
Dealer name:
Plan purchased:
B&H Investment Group Pty Ltd · Authorised TOTO Distributor · ACN 138 061 346 · ABN 75 138 061 346
Unit 3, 163–179 Forster Rd, Mount Waverley VIC 3149
(03) 9558 6635 · primeservice@bandh.com.au · prime.bandh.com.au
TOTO Prime Service is a service plan, not insurance. Administered by B&H Investment Group Pty Ltd ACN 138 061 346 · ABN 75 138 061 346. Benefits are in addition to your rights under
the Australian Consumer Law (ACL), Schedule 2, Competition and Consumer Act 2010 (Cth). Your ACL rights cannot be excluded or limited by this plan. TOTO® is a registered trademark of
TOTO Ltd. Version: October 2026 (v3). © 2026 B&H Investment Group Pty Ltd. In the event of any inconsistency between this handbook and the TOTO Prime Service Terms & Conditions,
the Terms & Conditions prevail.