Securelux Service Charter
The Securelux Service Charter
This is our published commitment to every residential and commercial customer. It is what we promise, it is what we deliver, and it is what you can hold us to.
Before the Sale
Free, no-obligation in-home consultation. A Securelux consultant visits your property, assesses your needs, and provides tailored advice. No automated quotes, no pressure to buy on the spot.
Itemised quoting. Every quote lists products, accessories, and installation requirements individually. No hidden costs, no lump-sum pricing that obscures what you are getting.
Honest recommendations. If Crimsafe is not the right fit for every opening, we will tell you. Securelux carries multiple product tiers – including budget options – so we recommend based on need, not margin.
No-pressure sales approach. Our consultants are trained to educate, not to close. You will receive follow-up communication, but never aggressive tactics.
During Manufacturing
Local factory, local accountability. Your Crimsafe products are built at the Securelux factory in Redland Bay, not shipped from an unknown third party.
Multi-stage quality control. Every product is checked at multiple points during manufacturing and receives a final QC inspection before leaving the factory.
Communication on timelines. You will be told when to expect installation and advised of any delays before they affect you.
On Installation Day
In-house employed installers only.
No subcontractors. The people in your home are Securelux-trained, Securelux-employed team members.
Respect for your home.
Drop sheets laid, work areas protected, debris removed, floors vacuumed. Your home will be left as tidy as we found it.
Full operational check.
Every screen, door, and window is tested for smooth operation, lock engagement, frame stability, and secure anchoring before we leave.
Handover and education.
We walk you through how everything works, leave warranty documentation, and provide care and maintenance guidance.
Payment after completion.
Final payment is expected only after the installation is finished and you have confirmed you are satisfied.
After Installation
12-month workmanship warranty.
Installation-related issues – sagging, misalignment, operational problems – are covered for 12 months.
Crimsafe product warranty.
Up to 10 years (plus 2 with conditions), depending on the product tier. Securelux handles claims directly.
SecureCare after-sales support.
Call the same team that installed your products. We handle adjustments, troubleshooting, and advice directly.
Break-in and vandalism response.
Flat $99 call-out fee for attended response and damage assessment.
Ongoing maintenance guidance.
Ongoing maintenance guidance.
If Something Is Not Right
If any part of your Securelux experience does not meet this charter, we want to know. Contact us on 1300 11 51 51 or through the website. We will investigate, respond, and resolve. This is not a marketing document – it is an operational commitment backed by over 40 years of Queensland service and a 4.9-star Google rating from more than 200 reviews.
Securelux exists to protect your home and make the process of doing so straightforward, careful, and dependable. That is the standard. That is the charter.
QBCC Licensed (Lic No. 1187294). Authorised Crimsafe Licensee. National Security Screen Association member.
Servicing Brisbane, Gold Coast, Ipswich, and surrounding areas.
