CLIENT PREPARATION & OPERATIONS GUIDE
Premium Aluminium – everything you need before, during and after your order
This Guide explains the practical side of your order: what to prepare, who to talk to, what to expect on the day, and how to get help afterwards. You do not need to read it all at once. Use the contents below to jump straight to what you need.
Colour guide
| WHITE – ALL ORDERS | Applies to every order. |
|---|---|
| ORANGE – SUPPLY-ONLY | Applies when we make the products and you collect them, or we deliver, without installing. |
| BLUE – INSTALLATION | Applies when we install the products for you. |
| RED BORDER – IMPORTANT | Limits our liability, places risk on you, or affects your money. Please read these carefully. |
Contents
| 1 | Your order step by step | All |
| 2 | Who to speak to | All |
| 3 | Working hours and scheduling | All |
| 4 | Measurements, sizes and openings | All · Supply-only · Installation |
| 5 | Getting your site ready | Installation |
| 6 | Installation day | Installation |
| 7 | Handover, snags and final payment | Installation |
| 8 | Showers | Supply-only · Installation |
| 9 | Waterproofing and weatherproofing | Supply-only · Installation |
| 10 | Collection and delivery | Supply-only |
| 11 | Glazing and certificates | All |
| 12 | Scratches and blemishes | All |
| 13 | Repairs and guarantee claims | All · Supply-only · Installation |
| 14 | What is included and what is not | All · Supply-only · Installation |
| 15 | Standard specifications | All |
| 16 | Fees and charges that may apply | All · Supply-only · Installation |
Key facts at a glance
| Fact | Detail | Section |
|---|---|---|
| Installations and deliveries | Weekdays 07:30 – 16:45 | 3 |
| Collections | Weekdays 08:00 – 16:00; Fridays until 14:00 | 3 |
| Installers usually arrive | 09:00 – 11:00, leaving by 16:00 | 3 |
| Grace period before storage fees | 5 days, then R250 per day | 16 |
| Report installation snags within | 48 hours of completion | 7 |
| Do not use a new shower for | 24 hours | 8 |
| Supply-only demonstration | Ask when you collect, or visit our factory before delivery | 10 |
HOW THIS GUIDE FITS WITH YOUR TERMS
This Guide forms part of your order (clause 11 of our Standard Terms & Conditions). If the two ever differ, the Standard Terms & Conditions apply. Nothing in this Guide limits any right you have under the Consumer Protection Act 68 of 2008. Clauses that limit our liability or affect your money are shown in red-bordered boxes, and you are welcome to ask us to explain any of them.
Not sure about something? Ask us before you sign: [email protected] | 073 324 1832. Your cost estimator can talk you through any part of this Guide.
1 Your order step by step
Every order follows the same path. Find your order type and use its column as your roadmap.
1Quote and site visit
We quote from the information you give us. Site visits are free within Gauteng (Section 4).
1Quote
We quote from the sizes and details you give us.
2Accept and pay the 50% deposit
Choose one contact person for your order (Section 2).
2Accept and pay the 50% deposit
Choose one contact person for your order (Section 2).
3Approve your final schedule
Check every item. We start manufacturing only after your deposit and written approval.
3Approve your final schedule
Check every size. We build exactly to the sizes you give us (Section 4).
4Manufacturing and site preparation
Work through the site checklist in Section 5.
4Manufacturing
We build and test your order. Lead times are estimates (Section 3).
5Pay the next 45%, then installation day
Payment must reflect in our account first. See Section 6.
5Pay the balance in full
Payment must reflect in our account before collection or delivery.
6Handover and final 5%
Sign the Job Completion Confirmation. Report snags within 48 hours (Section 7).
6Collect or receive delivery
Book a date first. Ask for a demonstration (Section 10).
7After-care
Guarantees, repairs and claims: Section 13.
7After-care
Guarantees, returns and claims: Section 13.
2 Who to speak to
Clear communication prevents most mistakes. Please use the right person for each job.
| Who | Use them for | Please do not |
|---|---|---|
| You (your nominated contact person) | Finalising details, signing off schedules and giving all instructions to us. | Let several people give us instructions after sign-off. |
| Cost estimator | Your quote, schedule, changes, updates, technical questions and any issue on site. | — |
| Site evaluator | Booking the visit, taking measurements and making suggestions on the day. | Ask for updates, technical answers or changes. Send these to your cost estimator. |
| Installers | Doing the installation. | Give instructions or raise concerns only with them. They may not pass everything on. |
| End-users (tenant, homeowner or business) | If you ask us to, we can confirm the schedule and technical details with them directly. | Expect us to discuss pricing with them. Pricing stays confidential unless you give written permission. |
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
After sign-off we act on instructions from your nominated contact person only.
- If several people give instructions, or you deal with installers or the site evaluator instead of the office, we are not responsible for the errors, miscommunication, costs or delays that result.
- If you accept on behalf of an end-user, you confirm you have their authority. Disputes between you and the end-user are not our responsibility.
3 Working hours and scheduling
| Activity | Hours |
|---|---|
| Installations and deliveries | Weekdays, 07:30 – 16:45 |
| Collections | Weekdays, 08:00 – 16:00. Fridays until 14:00. |
| When installers usually arrive | Between 09:00 and 11:00, leaving by 16:00. Extended hours are at the installers’ discretion. |
Special times and places
- After hours, weekends and public holidays: ask in advance. These are charged at a higher rate and need full payment before we proceed.
- Body corporate or shopping centre rules: if these restrict when or how we can install, tell us when you request your quote. Extra labour costs apply if delays happen because we were not told.
- Repairs: we assume someone will be on site during normal hours. After-hours surcharges apply otherwise.
Booking your date
- After sign-off, installations are booked for the next available date.
- Tell us about deadlines early. If shared late, we cannot guarantee priority unless another client postpones.
- If you have fixed commitments (leave, other contractors, openings), tell us upfront. We will try to honour dates, but we cannot guarantee that they will not change.
When dates change or someone does not arrive
IMPORTANT – THIS AFFECTS YOUR MONEY
Fees can apply when dates change. They are set out in the table below and listed together in Section 16.
| What happens | What we do |
|---|---|
| Supply-only: payment is late | Delivery or collection (including crating) moves to the next available date. This is not necessarily the next day, and only after payment reflects in our account. |
| Installation: you postpone on the day, or do not pay immediately | We issue a new pro forma for the full balance plus a late-cancellation fee. We reschedule for the next available date once payment is made in full. |
| Our installers do not arrive | The job moves to the next working day. |
| Our plaster team does not arrive | They return on their next available day. |
| Delays caused by unfinished construction, restricted access or other contractors | We may charge for wasted time, transport and extra labour. |
| Payment is late, or you postpone collection, delivery or installation | A 5-day grace period applies. From day 6, storage fees apply (Section 16). |
4 Measurements, sizes and openings
Everything we make is custom-built to fit a specific opening. Getting the sizes right is a shared job, so we explain who does what.
GOOD TO KNOW
- Your confirmation schedule and its images are always shown from the outside.
- Check every size, opening direction and detail before you sign.
SUPPLY-ONLY ORDERS
- You are responsible for making sure openings are the right size, level and prepared.
- We manufacture exactly to the sizes you give us. We do not verify them unless you ask in writing. Even then, you confirm the final sizes.
- Any measurement we take is advisory only. It is based on our methods and may not suit a third-party installer.
- A site visit on a supply-only order carries an extra fee. If your order changes from installation to supply-only after we measure, that visit is billed separately.
- Shower orders have extra measuring rules (Section 8).
INSTALLATION ORDERS
- We pre-measure only once your site is ready: flooring complete, lintels settled or steel beams installed, and reveals plastered.
- If your site is not ready but you ask us to go ahead, we may use estimated sizes. Any resulting errors are subject to call-out fees and extra charges.
- If you give us the sizes, use a third party’s measurements, or conditions change between measuring and installation, we are not responsible for resulting errors or delays.
- We strongly advise you to attend site visits. If you do not, we are not liable for concerns that arise later from a confirmed design you did not understand.
Before we can book a site visit
PLEASE SEND US
- Photos of each opening
- The site address
- The name and phone number of the person who will meet us
Site visits are free within Gauteng if you are flexible on dates, so we can group visits. Clients who have paid a deposit are prioritised. If you need an earlier visit, a non-refundable call-out fee applies. It is credited to you when you accept the quote.
5 Getting your site ready
A ready site means a smooth installation. Tick off this checklist before your installation date.
SITE READINESS CHECKLIST
- Openings are finished: flooring complete, lintels settled or steel beams installed, reveals plastered
- Obstacles are cleared: curtains, rails, blinds, burglar bars, gates, biometric or alarm systems and garage doors. Do not add new ones after the site visit.
- Hidden items are disclosed: pipes (especially PVC or floor-level pipes), alarms and wiring
- Fixed items are covered: TVs, built-in furniture and fittings, to protect them from dust and splatter
- Access is arranged: we supply ladders up to 2.5 m. If you supply height access, it must be ready and accessible.
- Electricity is available on site
- Rubble plan: decide where rubble goes, or arrange a skip
- Someone is on site during normal working hours
- Building rules are declared (body corporate or shopping centre), ideally at quoting
- Waterproof coating plan: standard plaster is not waterproof, so plan waterproof paint or coating (Section 9)
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
- Obstructions: we may help clear them, but at your risk. We cannot guarantee damage-free removal or that items can be reused. If they are not cleared in time, our team may leave and a rebooking fee applies.
- Unprepared openings: extra charges apply for cutting into tiles, brickwork, concrete or screed.
- No electricity: we can supply a generator at your cost.
- Scaffolding or special access is billed to you.
- Delays from unfinished work, restricted access or other contractors may be charged (Section 3).
6 Installation day
What to expect
- The team usually arrives between 09:00 and 11:00 and leaves by 16:00 (Section 3).
- Please report any concerns to your cost estimator, not only to the installers.
- Protection: windows arrive in protective plastic, and doors and shopfronts in tape (unless glazed on site). You can remove it yourself or ask our team to do it during installation. If we are called back only to remove protection, a call-out fee applies.
- Rubble is left on site. Tell us where to put it, or arrange a skip.
- Old windows and doors are discarded unless you ask us in advance to keep them.
- Silicone is quoted separately and may be adjusted on site.
- Health and safety costs (officers, safety files, medical certificates) are excluded unless listed on your quote.
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
We take precautions, but we are not liable for damage from removal or cutting-in. This includes:
- tiles, plaster, sills, dust, gardens and plants
- hidden pipes, alarms or wiring that were not pointed out to us before installation
- fixed items you did not cover
- structural conditions such as sagging lintels or shifting beams
We remain liable for gross negligence, wilful misconduct and death or personal injury (T&Cs clause 14).
7 Handover, snags and final payment
| 1 | Walk through the workCheck everything with our team before they leave. |
| 2 | Sign the Job Completion ConfirmationThis confirms the installation is complete and satisfactory on that date. It does not affect hidden defects or your legal rights. |
| 3 | Pay the final 5%Due at practical completion: the product is usable for its intended purpose, even if minor touch-ups remain. |
| 4 | Report snags within 48 hoursSend your cost estimator a list with photos so we can attend to them as part of the job. |
GOOD TO KNOW
- Snags reported after 48 hours are still assessed under your guarantee and legal rights. They may be scheduled as repairs (Section 13) rather than as part of the original job.
- Major changes requested after completion are done at your cost.
8 Showers
SUPPLY-ONLY ORDERS
- We assume all measurements are tight opening sizes unless you specify glass sizes. We deduct a clearance during manufacturing.
- Confirm your measurement format when you order. We are not responsible for problems from unclear or incorrect references.
INSTALLATION ORDERS
- Disclose PVC or floor-level pipes before installation. Our tools cannot detect them.
- Be present for the site visit and installation to confirm the shower position. If you are absent and changes are needed later, reinstallation (including tile replacement) is at your cost.
- Do not use the shower for 24 hours after installation so the sealant can cure. If you use it earlier, a call-out fee applies for resealing.
Why showers can leak, even when installed correctly
Stopping leaks is not only the installer’s job. These things matter too:
- the size of the shower compared to the person using it
- the angle and pressure of the shower head
- the slope and direction of the floor
We recommend a plinth sloped toward the drain. If the floor or plinth is flat or slopes away, water can escape even when the installation is correct.
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
- We are not responsible for leakage caused by these site conditions.
- Tile or finish damage can happen despite our precautions. We do not cover tile or finish replacement.
- Undisclosed pipes: if damage results, we are not responsible for repairs or costs.
9 Waterproofing and weatherproofing
Whether a door or window stays dry depends on the product, the installation and the building work around it. It is a shared responsibility.
What makes the biggest difference
- Level and slope of reveals
- Correct plastering around openings
- Clean drainage channels
- A proper damp-proof course (DPC)
If these are missing or poorly done, water can get in even when the product and installation are correct.
Higher-risk situations
Some conditions carry more risk, even with our installation:
- Door sills on tiles
- Doors without sills, or with internal sills
- Multislide sliding systems
- Skylights
SUPPLY-ONLY ORDERS
- No waterproofing guarantee applies.
- You and your installer are responsible for sealing, drainage and waterproofing.
- We are not responsible for how the products are fitted, sealed or handled on site.
INSTALLATION ORDERS
- If quoted, we apply silicone to close gaps. Silicone alone does not guarantee waterproofing.
- Where we remove frames or touch up plaster, you must apply waterproof paint or coating. Standard plaster is not waterproof.
- Within the 1-year workmanship guarantee we provide one free re-application of silicone or plaster. Further sealing and maintenance is yours.
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
We are not liable for water ingress, leaks or damp caused by site conditions or by work done by others (T&Cs clause 14(e)).
10 Collection and delivery
Collecting from our factory
BEFORE YOU COME
- Book a date and time. Unannounced collections can cause delays.
- Send a photo of your vehicle in advance. We may refuse to load an unsuitable vehicle.
- Bring enough helpers. We provide two staff only.
- Bring your own ropes and tie-downs. We do not provide any.
- Ask for a live demonstration if you want one. Collection hours are in Section 3.
Delivery
- Before we deliver, you can visit our factory to see your goods working.
- If your goods are wrapped and you ask us to unwrap them for a demonstration, the wrap is re-billed.
- Intact protection tape shows the goods left our premises in good condition. Check it before you sign the delivery note.
- All products are tested and video-recorded before wrapping and dispatch.
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
- If you decline a demonstration and sign the collection or delivery note, you confirm the goods were received complete and in good working order (T&Cs clause 15).
- Risk passes to you on collection or delivery.
- We are not liable for damage from handling, transport, storage or theft, or for problems on site after collection or delivery.
- Unloading and unpacking are your responsibility and risk, except where the law does not allow us to exclude liability.
- Damage from improper handling or transport is corrected at your expense.
- We are not responsible for installation by others. Any help after installation needs a call-out fee before we inspect, advise or support.
- Unannounced collections: extra courier or return costs are billed to you.
11 Glazing and certificates
| Topic | What you need to know |
|---|---|
| Safety glazing | All our glazing complies with SAGGA and SANS 10400 Part N. |
| Energy efficiency | SANS 10400 Part XA is your professional’s responsibility (architect, engineer or consultant). We ensure safety compliance only. |
| Standard glass | Clear standard glass, unless you specify otherwise. S10 glass is glazed with the tinted side inward. |
| Glazing certificates | Issued on request only, and only if we installed and full payment is received. Supply-only orders are not eligible. |
| Other installers | If your installer is not AAAMSA-registered, you must obtain certification directly from AAAMSA. You may need to pay for an independent inspection. |
IMPORTANT – THIS LIMITS OUR LIABILITY OR AFFECTS YOUR MONEY
Do not apply vinyl, tint, film, stickers or other coverings to performance glass. They can change how heat escapes and cause the glass to crack. This damage is not covered by our guarantee.
12 Scratches and blemishes
We inspect the way you use the product every day, following the AAAMSA Guide, Chapter 1.
| Term | What it means | When it counts |
|---|---|---|
| The 3-metre test | We judge from 3 metres away, in normal lighting. | If you cannot see it from 3 metres, it does not qualify for return or replacement. |
| Scratch | A mark that breaks through the anodised or painted surface and exposes raw aluminium. | If visible at 3 m, the product may be rejected. |
| Blemish | A stain, run or flaw that affects appearance. | If visible at 3 m, it may also be grounds for rejection. |
This method means only defects you would notice in everyday use qualify. Minor or invisible marks do not.
13 Repairs and guarantee claims
Your guarantee periods are in clause 9 of the Standard Terms & Conditions. Here is how to make a claim.
| 1 | Get your details readyYour quote number or tax invoice. |
| 2 | Send us photos or videosClear pictures of the problem, sent to your cost estimator or [email protected] | 073 324 1832. |
| 3 | We assess itWe decide on a solution or an inspection before anyone travels, so it is faster for you. |
INSTALLATION ORDERS – REPAIRS
- Repairs under the 1-year workmanship guarantee are scheduled when our teams are already working in your area. No lead time is guaranteed.
- Urgent safety or security risks are prioritised.
- For faster service, ask for a call-out fee quote. This lets us prioritise you or fill a cancellation.
- After the first year, we may still help with minor issues at our discretion. These are treated as non-urgent.
- Doing a repair is not an admission of fault. We may sometimes help even where the guarantee is void (for example, misuse or third-party errors). If the same issue recurs for the same reason, we are not obliged to help again.
SUPPLY-ONLY ORDERS – REPAIRS
- Send photos or videos for assessment first.
- You can return the item to our factory. If the defect is reported within 6 months of delivery, the return is at our risk and expense. After that it is at your cost.
- For Gauteng supply-only orders, on-site help may be offered at our discretion.
- On-site visits, and repairs outside the guarantee, are scheduled after a call-out fee is paid, subject to team availability. Ask us about the fee before we attend.
GOOD TO KNOW
Repairs assume someone is on site during normal hours. After-hours surcharges apply otherwise (Section 3).
14 What is included and what is not
IMPORTANT – THIS AFFECTS YOUR MONEY
Anything not listed in writing on your quote is excluded.
Please check your quote carefully, and ask us before you accept if something you expect is missing.
Excluded unless it is on your quote
| Item | Applies to |
|---|---|
| Special hardware or accessories: vinyl or sandblasting, night latches, cabin hooks, door closers, burglar bars, décor handles, brushweld and other non-standard fittings | All orders |
| Installation of any kind | Supply-only |
| Delivery, bubble wrap and crating (unless requested and written into the quote) | Supply-only |
| Building work: plastering, cutting-in, tiling, painting, breaking out openings | Installation |
| Rubble removal (left on site; you indicate placement or arrange a skip) | Installation |
| Silicone (quoted separately; may be adjusted on site) | Installation |
| Health and safety compliance: officers, safety files, medical certificates | Installation |
| Scaffolding or special access; a generator if no electricity is available | Installation |
Special requests
Tell us about every unique request before manufacturing. If we do not hear from you, the standard specifications in Section 15 apply. Once manufacturing has started, changes are not possible (T&Cs clause 12).
15 Standard specifications
Unless you tell us otherwise in writing before manufacturing, these standards apply.
| Item | Standard specification |
|---|---|
| Glass | Clear standard glass. S10 glass is glazed with the tinted side inward. Cladding, if chosen, is 123 mm × 9 mm. |
| Handles and locking | Top-hung and side-hung window products: black handles (no lock or striker). Hinged, Stable and Vista products: slimline handles. Palace: flush pull. Stable doors: thumb-turn cylinder with external key on the bottom panel. Icon doors: C010A handle (C030 lockset optional). Icon windows: C040 mini handle (no lock). |
| Hardware and colour | Hardware (brushweld, slimline handles, flush hinges, Vista hardware, flush pulls) is supplied in the closest aluminium colour to your doors. On charcoal products, all hardware defaults to black. |
| Lock and flush bolts | Installed at standard heights for best practice. On Vista products, handles and flush bolts will not align. |
| Finishes and fixtures | Silver pop rivets, screws, cabin hooks and half-moon stoppers. Black rubber stoppers (65 mm and 95 mm) on sliding products. Natural track on Vista and Palace sills (not powder coated). Vista V-Catches are black, except white doors, which receive white catches. |
| Frame and profile sizes | Clip44, Vista and Palace panels (and window variants): 60 mm (R11) vertical and 85 mm (R4) horizontal profiles. Pivot doors: 90 mm (R9) profile when a non-cranked handle is selected. Palace Multi-Slide: 22 mm track (10 mm standard) and 18 mm sill extension, so the bottom edge looks thicker. Products with a fixed floor-level panel include an 85 mm (R4) kickplate. |
16 Fees and charges that may apply
IMPORTANT – THIS AFFECTS YOUR MONEY
Every fee that can apply to your order is listed here in one place. Amounts are confirmed by your cost estimator, and you may ask about any fee before you accept.
| Fee | When it applies | Amount |
|---|---|---|
| Storage | Payment is late, or you postpone collection, delivery or installation. A 5-day grace period applies; storage starts on day 6. | R250 per day |
| Late-cancellation fee | Installation: you postpone on the day, or do not pay immediately (Section 3). | Per cost estimator |
| Rebooking fee | Obstructions are not cleared and our team leaves (Section 5). | Per cost estimator |
| Wasted time, transport and extra labour | Site not ready, restricted access, other contractors or late sign-off cause delays (Sections 3 and 5). | Per cost estimator |
| After-hours, weekend and holiday work | Requested in advance; higher rate and full payment first (Section 3). | Per cost estimator |
| Site visit fees | An earlier visit than scheduled (non-refundable, credited when you accept the quote); or a visit on a supply-only order, including an installation order that changes to supply-only after measuring (Section 4). | Per cost estimator |
| Estimated-size errors | You ask us to proceed on estimated sizes before the site is ready (Section 4). | Per cost estimator |
| Extra cutting charges | Openings not prepared, so we cut into tiles, brickwork, concrete or screed (Section 5). | Per cost estimator |
| Scaffolding or special access; generator | Needed for installation (Sections 5 and 6). | At cost |
| Call-back fees | We are called back only to remove protective plastic or tape (Section 6); or the shower is used within 24 hours and needs resealing (Section 8). | Per cost estimator |
| Shower reinstallation | You are absent for positioning and changes are needed later; tile replacement included (Section 8). | At cost |
| Collection extras | Re-billed wrap when goods are unwrapped for a demonstration; extra courier or return costs when you collect without booking (Section 10). | Per cost estimator / at cost |
| Post-installation help (supply-only) | You ask us to inspect, advise or support after your own installer has fitted the goods (Section 10). | Per cost estimator |
| Priority or out-of-guarantee repair call-out | You ask for faster service, or the repair is outside the guarantee (Section 13). | Per cost estimator |
| Independent inspection | Your installer is not AAAMSA-registered and you need certification (Section 11). | Third-party cost |
Premium Aluminium (Pty) Ltd | Client Preparation & Operations Guide | Version 1.0 – September 2026 | Back to contents
