Transparency is part of our service. Please read these important points before engaging Brightgate Solutions.
What the System Reliability Plan covers. Brightgate's System Reliability Plan ($29–$49/month after a 3-month free trial) covers system and software reliability — including automation health, performance monitoring, software updates, backup verification, and remote support. It does not include physical security monitoring, CCTV or video surveillance, alarm response services, guest tracking, or personal surveillance of any kind. For Airbnb and short-stay clients, we monitor that your automations and devices are working correctly (e.g. "is the smart lock responding?", "did the AC turn off after checkout?") — we do not monitor guests or property occupants. Ongoing support is provided under the System Reliability Plan. One-off support visits outside the plan are billed separately.
Third-party hardware & software. Brightgate integrates with third-party hardware (smart locks, solar inverters, sensors, etc.) and software platforms (Home Assistant, Airbnb, Stripe). We do not manufacture, warrant, or guarantee the performance of any third-party product. Hardware warranties are provided by the original manufacturer. If a device malfunctions due to a manufacturer defect, firmware update, or end-of-life, Brightgate will assist with diagnosis and reconfiguration where possible, but is not liable for the hardware failure itself.
Automation limitations. Smart home automations depend on a functioning power supply, internet connection, and compatible hardware. Power outages, internet disruptions, ISP failures, hardware malfunctions, and third-party firmware updates are outside Brightgate's control and may temporarily affect automation performance. Brightgate's monitoring service will detect and alert on system-level issues (e.g. Home Assistant offline, device not responding), but cannot prevent interruptions caused by external infrastructure.
Licensed work. Brightgate does not perform electrical wiring or licensed security work. All hardwired electrical connections are completed by a licensed WA electrician. Smart lock installations involving modification to door hardware are completed by a licensed locksmith or security installer. Brightgate coordinates these subcontractors on your behalf and verifies their current licensing and insurance before any work begins.
Installation sign-off. Every Brightgate installation includes a formal sign-off process. Before we leave your property, we complete a digital checklist confirming all hardware is installed, all devices are responding, and all automations are tested. You will be asked to review and sign the checklist — confirming the system was working as demonstrated at the time of handover. Photos of the installation are taken and stored as part of your service record.
System Reliability Plan & cancellation. The optional System Reliability Plan includes a 3-month free trial for all new clients. After the trial period, billing is $29–$49/month depending on system size. You may cancel at any time with 30 days written notice. Cancellation stops monitoring, updates, and support — but your hardware and automations continue to run locally. Brightgate does not remotely disable your system upon cancellation.
Australian Consumer Law — your rights. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion. Nothing in these terms limits your rights under the Competition and Consumer Act 2010 (Cth).
Cybersecurity standards. As of 2026, mandatory minimum cybersecurity standards apply to consumer smart devices in Australia. Brightgate does not manufacture devices — we integrate third-party hardware from reputable brands. We follow security best practices during configuration, including unique device credentials, local network segmentation, and keeping firmware up to date.
Cooling-off period & quotes. All Brightgate quotes are no-obligation and provided at your request — we do not engage in door-to-door sales or unsolicited contact. Formal installation contracts are sent for your review and signature before any work begins.
