Performance Guarantee and Management Fee Waiver – Conditions and Exclusions

The Performance Guarantee and management fee waiver outlined above apply subject to the following conditions:

1. Tenant Access
   If a tenant does not provide reasonable access to the property for inspections, maintenance, or other management activities, and Cite Property can demonstrate reasonable actions taken, no management fee waiver will apply for resulting delays or inability to meet obligations.

2. Business Hours
   Phone calls or voicemails received outside standard business hours will be responded to on the next business day. In such cases, response time guarantees will be deemed met.

3. Rent Review Approvals
   Where an owner does not provide timely approval for a rent increase after the rent review email is sent, Cite Property will not apply a management fee waiver for delays in processing or implementing the adjustment.

4. Urgent Repairs
   Cite Property will take all reasonable steps to address urgent issues within 3–5 working hours. However, this is subject to contractor availability, tenant access, and the nature of the repair. We are not liable for delays outside our direct control.

5. Non-Urgent Matters
   Response times for non-urgent matters are measured in business days and do not guarantee immediate resolution. Delays may occur if owner approval is required for works exceeding the authorised repair limit.

6. Contractor Performance
   Cite Property engages only licensed and insured contractors. However, we cannot be held responsible for workmanship, costs, or delays caused by third-party suppliers.

7. Legal and Compliance Requirements
   Cite Property will maintain legal and compliance-related documents in accordance with legislation. Property owners remain responsible for ensuring statutory compliance (e.g., smoke alarms, safety regulations) unless such services are separately contracted through us.