Last updated: August 2026

Getting a smart lock installed properly makes all the difference. These terms cover how our installer referral service works, who's involved, and what you can expect. It’s worth a read before you book.

The Basics

These terms apply when you request an installer referral through DoUp Smart for any product in our Smart Range. By submitting a request, you're agreeing to what's written here.

If anything isn't clear, get in touch with us before you proceed. We're easy to reach and happy to talk it through.

How Our Installation Service Works

DoUp Smart doesn't carry out installations directly. Instead, we connect customers in eligible metro areas with vetted, approved third-party installers who we've assessed for quality, professionalism and reliability.

This service is currently available in:

  • Melbourne (metro)
  • Sydney (metro)
  • Brisbane (metro)

If you're outside these areas, we can still point you toward what to look for in a local installer. Just get in touch.

Who We Are

DoUp Smart is a product brand operated by DoUp. Our role in the installation process is to connect you with an approved installer, not to carry out the work ourselves. The installer you're connected with is an independent, licensed tradesperson or business that has been vetted and approved by DoUp.

The contract for installation work is between you and the installer directly. DoUp facilitates the connection and holds its approved installers to a standard, but is not a party to the installation agreement itself.

Requesting an Installer

How to Request

When you purchase a DoUp Smart product, you'll have the option to request an installer connection. Simply indicate this at checkout or contact our team after purchase and we'll take it from there.

What We Need From You

To connect you with the right installer, we'll need:

  • Your name, contact number and installation address
  • The DoUp Smart product you've purchased and your order number
  • Details about your door including thickness, material and existing lock type
  • Any relevant access instructions or building requirements

The more detail you give us upfront, the faster we can match you with the right person.

Availability

Installer availability varies by location and demand. We'll do our best to connect you promptly, but we can't guarantee specific timeframes. You'll hear from us once a match has been confirmed.

The Installation

What's Included

A standard installation through our approved installer network covers the physical installation of your DoUp Smart product in accordance with the manufacturer's specifications. This includes:

  • Removal of existing lock hardware where applicable
  • Installation of the DoUp Smart product
  • Disposal of removed hardware on request

Please note: Product setup, app configuration, and access enrolment are not included in the installation service. These are completed by you after installation using the guide provided with your product. If you need help with setup, our support team is available at hello@doup.com.au.

What's Not Included

The following fall outside a standard installation and will need to be arranged separately:

  • Structural door modifications or repairs
  • Electrical work beyond standard battery-powered installation
  • Wi-Fi or network setup
  • Painting, patching, or finishing work following installation
  • Installation on doors that don't meet minimum compatibility requirements
  • Product setup, app configuration, and connection to the Tyra App

Door Compatibility

Your responsibility to check

Before requesting an installer, it's your responsibility to confirm that your door is compatible with the product you've purchased. We provide a measurement guide on our website to help with this.

If the installer arrives and the door isn't compatible, they'll let you know what's required. A return visit fee may apply if a second appointment is needed once the door has been modified or replaced.

What ‘compatible’ means

Your door needs to meet the following for installation to proceed:

  • Door thickness within the specified range for your product model
  • Door material compatible with the locking body type
  • Sufficient internal cavity space for the locking mechanism
  • No structural damage or warping that would affect operation

Not sure if your door qualifies? Get in touch before requesting and we'll help you figure it out.

On the Day

Access

Someone over the age of 18 must be present for the duration of the installation. If no one is home when the installer arrives, the appointment may need to be rescheduled and a call-out fee may apply.

Working conditions

Installers need safe, unobstructed access to the installation area with adequate lighting and a clear workspace. If conditions aren't suitable, the installer may need to reschedule.

Timeframes

Installation times vary depending on the product and door setup. The installer will give you an estimated duration when the appointment is confirmed. Factors outside their control can sometimes affect timing.

Pricing and Payment

The cost of installation starts from $299 plus GST. For travel beyond metro areas, a travel fee may also be applied on top of the installation fee. Final Installation pricing is quoted for and invoiced by the installer directly, based on your product, location, and installation requirements. DoUp Smart does not set or collect payment for installation services.

Scope Changes

If the installer identifies additional work that wasn't part of the original scope, such as door modifications or compatibility issues, they'll discuss it with you before proceeding. Any additional costs require your approval.

Cancellations and Rescheduling

Cancelling your appointment

Cancellation terms are set by the installer. As a general guide, most installers ask for at least 48 hours notice to avoid a cancellation fee. Confirm the specific terms with your installer when the appointment is booked.

If the installer needs to reschedule

If the installer needs to move your appointment, they'll contact you as soon as possible and offer the next available time. For any concerns about how this is handled, contact our team and we'll follow up on your behalf.

After the Installation

Your Responsibility

Once installation is complete, the product is in your care. This includes keeping batteries charged, following the operating instructions, and not attempting to modify or disassemble the hardware.

Product setup including app connection, fingerprint enrolment, and PIN configuration is your responsibility and can be completed after the installer has finished. See the included setup guide or contact our support team if you need help.

Workmanship

Our approved installers are held to a quality standard set by DoUp. If you have a concern about the quality of the installation work, contact us within 30 days and we'll follow up with the installer directly.

Any workmanship guarantee is provided by the installer, not by DoUp. We facilitate the relationship and take concerns seriously, but the installation contract is between you and the installer.

What's Not Covered

The following are not covered under any installation workmanship claim:

  • Product faults or failures unrelated to the installation
  • Damage caused by misuse, modification, or tampering after installation
  • Issues resulting from changes to the door or surrounding structure after installation
  • Normal wear and tear
  • Battery-related issues

Warranty and the Installation

Professional installation by a qualified tradesperson protects your product warranty. If a fault is found to be installation-related rather than a manufacturing defect, it falls outside the product warranty. See the Smart Range Warranty for full terms.

DIY installation is supported for eligible products but note that installation-related issues won't be covered by the product warranty. Product warranty terms remain as stated in the Smart Range Warranty document.

Liability

Our approved installers are vetted, licensed, and insured. That said, it's worth being clear about where DoUp's responsibility begins and ends in this arrangement.

DoUp's Role

DoUp's responsibility is limited to the referral process — vetting and connecting you with a qualified installer. We are not a party to the installation contract and are not liable for the installer's workmanship, conduct, or any damage caused during the installation.

If you have a concern about an installer we've referred, contact us and we'll investigate. We take our approval process seriously and act on feedback.

What DoUp Is Responsible For

  • The accuracy of information provided about our products and compatibility requirements
  • Acting in good faith in vetting and approving installers in our network
  • Following up on concerns raised about referred installers

What DoUp Is Not Responsible For

  • Any damage caused by the installer during or after installation
  • Pre-existing damage to your door, frame, or surrounding area
  • Issues arising from incorrect product selection or incompatible doors
  • Consequential loss of any kind
  • The installer's pricing, availability, or conduct

What DoUp Is Not Responsible For

  • Any damage caused by the installer during or after installation
  • Pre-existing damage to your door, frame, or surrounding area
  • Issues arising from incorrect product selection or incompatible doors
  • Consequential loss of any kind
  • The installer's pricing, availability, or conduct

Property Access

By requesting an installer, you confirm that you are the property owner or have the owner's permission to have the installation carried out. DoUp takes no responsibility for bookings made without appropriate authority.

A Few Other Things

Our approved installers are vetted, licensed, and insured. That said, it's worth being clear about where DoUp's responsibility begins and ends in this arrangement.

Privacy

We collect and use your personal information to manage your installer referral and connect you with the right person. We share relevant details with the installer to facilitate the appointment. Our full privacy policy is available at doup.com.au.

Changes to These Terms

We may update these terms from time to time. The version that applies to your request is the one current when you submitted it. The latest version is always on our website.

Governing Law

These terms are governed by the laws of Australia. Any disputes will be resolved in accordance with Australian Consumer Law and the relevant state or territory jurisdiction.

Questions

If something here isn't clear or you want to talk through the process before requesting, we're easy to reach.

Email: hello@doup.com.au

Website: doup.com.au

DoUp Smart Installation Service Terms and Conditions. Current as at August 2026. Subject to change.