Terms and Conditions of Installation

Payment terms

50% deposit is required prior to commencement of work, with the balance due on the day of completion.

Over the phone card payments incur a 1% transaction fee.


Standard excavation includes approximately 100mm below finished floor level (FFL). We do not know what is below the visible surface. It is the responsibility of the customer to advise of any obstruction below the surface. If any unexpected object is discovered during excavation, it is the responsibility of the customer to facilitate removal or relocation for artificial grass installation to recommence.

Turf pegs are 150mm long. If there are any places where turf pegs should not be hammered in, the customer needs to inform us prior to installation.

Sink holes

Sink holes can occur at any time where there is space below the surface for sand to fall into, for example if there is buried rubble, decomposing tree roots, a soakwell that gives way or sinks, or a decomposing body. Where a sink hole occurs either at the time of artificial grass installation or after, sinking below the top layer is the customers responsibility to fix.

Where soakwells have not been installed to a correct depth, impact may occur when excavating or compacting. The customer is liable for any damage that occurs during this process where soakwells have not been installed to the required depth. It is not included in the quote for us to locate and determine the depths of existing soakwells. It is also not included in the quote for us to reinstall soakwells to an appropriate depth, as this is an additional service.

Turf pegs

Turf pegs are installed around the edges of the artificial grass and down joins. Where it is not possible to install turf pegs, such as where concrete haunching or footing is in place, turf pegs will be installed as close to the edge as possible. It is not always possible to know which edges have an obstruction at the edge until installation is under way.


Removal and/or reinstatement of concrete haunching is not included in the quoted price unless specifically mentioned in the wording of your quote.

Sometimes haunching is below the 25mm-30mm screeded height on our 35mm grass types. If the haunching is higher than 25mm-30mm the grass backing may be exposed and the grass will appear to curl up higher on this type of edge.

If this is the case, and sometimes this is not known until the job is underway, the job will incur an additional price to remove, dispose of, and reinstate the concrete haunch at the required level. There are two options, one being the pegs can be installed into the wet concrete, making for a permanent fix or the grass can be installed to the 25-30mm screeded height. The option of gluing the edges is not standard and will need to be discussed and priced accordingly.

If the customer wants the haunching removed, although care will be taken, we can not guarantee that there won’t be damage to the existing pavers that the haunching is attached to. Although this is only a slim chance, there is a possibility that damage may occur.

Cutting into an existing edge

Your artificial grass will be cut to shape around existing edges and boundaries. When installing along edges, for example fences, driveways, footpaths and curbing, the grass will be cut to the existing structures edge. These structures can sometimes appear to be wonky and not follow a straight line. For example if your pavers are not straight and have fallen away, it is the customer's responsibility to have them reinstated in a straight line prior to installation of the grass. When the grass is installed against a wonky edge, it can accentuate the imperfection of the non-straight line.


Isolation or capping of existing reticulation is not included unless specifically mentioned in the wording of your quote.

Reticulation has to be located to within 20mm prior with flag locators if you are not wanting damage to occur. Please note that it is not enough to point and say the reticulation is in the vicinity of. We do stress that exact locations including the depth must be identified by the customer prior with flag locators and exposing the depth by digging down. We understand that this may be a considerable effort for some people, but it is the only way for us to know for certain where these components are situated. Our quote does not include location of components under the surface.

Where existing reticulation has not been marked with flag locators, it is the responsibility of the customer to make arrangements for reticulation to be reinstated following installation of artificial grass.

Loose grass fibres

It is normal for there to be loose grass fibres left on the grass when grass is first installed. Each tuft is individual and artificial grass will not unravel like cloth.


If clarification of location of joins in grass is required, it is the responsibility of the customer to enquire prior to commencement of work.

While we do our best to minimise the visibility of joins, joins in artificial grass are not invisible.


Where there are roots under the area that artificial grass is to be installed into, we can not guarantee if and how the installation will affect the plant that the roots belong to. Plants are living things and we can never be certain how a plant will react to being disturbed.

Where artificial grass is to be installed around trees or plants that are not contained within a garden bed, the sand level around the trees or plants may need to be altered to accommodate the final level. If you choose to install artificial grass without edging around trees or plants, we can not guarantee how well the trees or plants will tolerate the change of level.

Excavation of sand or removal of plants, roots and tree stumps will not guarantee that grass, plants, weeds or suckers will not grow from beneath the cracker dust substrate.

Where grass or plant growth affects the installed artificial grass either from under the cracker dust or from garden beds, removal of new growth and reinstatement of artificial grass and cracker dust is the responsibility of the customer.

Cracker dust deliveries

Like many other sand, stone and mulch products, cracker dust might be delivered loose via tipper truck to the verge, laneway, front or back yard or driveway. We assess each job individually to determine the best way to bring cracker dust to site. It is not standard for this product to be delivered in a contained package. Your quote includes loose delivery unless stated otherwise.

If cracker dust is delivered onto existing natural grass, there may be some left on the grass after the pile is used up. The remaining cracker dust should disappear over time as the grass covers it.

While we do our best to leave every job tidy, there may be some residue left over.

Cracker dust is crushed blue metal rock. It can be washed away and doesn’t stain.

We can’t guarantee the substrate strength, thickness or level for cracker dust that we have not installed.


The level that needs to be set for artificial grass installation is often different from the existing level. This may require shifting sand away from existing structures, which may include, but not limited to, fences, freestanding walls and retaining walls, trees and plants.

It can be difficult to determine how far into the ground such things are anchored or what pressure is being applied from the other side of a structure such as a common (shared with neighbours) fence/ wall. While we do our best to accommodate existing structures, it is ultimately the customers responsibility to consider how changes to landscape levels will affect existing structures.

This can be discussed further prior to commencement of work. This is often an issue when trying to make an area flat. Depending on the existing landscape, it is sometimes an option to follow the contour of the land. It is the customers responsibility prior to installation to state whether they want the area to be flat or contoured to the land. If this is not discussed prior to installation, then our installers will fit the grass according to what they feel will be most aesthetically pleasing.

Driving and parking on artificial grass

We cannot guarantee that driving over or parking on your artificial grass will not impact the artificial grass or the substrate.
We do not recommend driving on or over, or parking on your artificial grass under any circumstances.


Unless lids are visible, we will not be able to determine what is underneath the ground.

It is the customer's responsibility to locate the services prior to excavation being undertaken. You can check the location of some services (underground pipes, cables and utilities) by calling Dial Before You Dig on 1100 or lodging an enquiry online.

In the case of us removing obstacles which could be, but not limited to, bricks (below ground) or tree stumps with excavation equipment, we will go down further than 100mm. We will not know what is below this level if we don’t have visual identification, for example, lids at the surface.

In our experience, Dial Before You Dig are not always able to locate exact locations of services. Reticulation, valves, solenoids and pipes are the responsibility of the homeowner. If these items are exposed and damaged during excavation, the costing to reinstate is the customers responsibility. If these products are already buried, we have no way of knowing where they are until we hit them with heavy machinery or shovel. Often heavy machinery hitting these plastic components results in immediate damage as these components are not strong enough to withstand the impact.

Waste lids

Waste lids can be dropped so that the top of the lid is of similar height to the grass level. The customer will need to request that we drop the height of the lid. As standard, where visible, waste lids will be cut around so they are exposed.

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