Terms & Conditions

1. Acceptance of Terms

Acceptance of these Terms & Conditions occurs upon any of the following (each of which constitutes clear evidence of agreement):

• (a)booking or requesting services;
• (b)verbal authorisation (telephone conversations may be recorded for verification, training, payment authorisation and dispute resolution – recordings may be relied upon as evidence);
• (c)acceptance of a quotation or invoice;
• (d)payment of any deposit, attendance fee or invoice;
• (e)replying to SMS or electronic confirmations (including "yes", "confirm", "proceed" or similar);
• (f)permitting the Company to attend the property; or
• (g)accepting services performed by the Company.

The Customer acknowledges that all fees, including call-out and emergency premiums, are disclosed prior to dispatch and that proceeding constitutes acceptance of those charges.

2. Emergency Attendance & Call-Out Fees

• (a)All emergency, after-hours, weekend, Sunday and public holiday plumbing attendances are subject to a call-out and attendance fee payable prior to dispatch unless otherwise agreed in writing.
• (b)Attendance fees cover: technician attendance, emergency labour allocation, priority scheduling, travel time, operational overheads, onsite inspection/assessment, diagnostic services, and after-hours availability. Fees are not based solely on time onsite and do not guarantee completion of repairs during the initial visit.
• (c)Attendance at the property constitutes substantial delivery of the attendance service purchased.
• (d)Once a technician is allocated or dispatched, all attendance, emergency, diagnostic fees, deposits and payments are strictly non-refundable (reasonable and proportionate to costs incurred in labour allocation, scheduling and mobilisation).
• (e)Emergency, Sunday, after-hours and public holiday services attract premium pricing due to labour allocation and availability costs – the Customer accepts the reasonableness of these charges at booking.
• (f)The Company may engage subcontractors or third-party providers where reasonably required. The Company remains fully responsible for the overall delivery and quality of all works performed under this Contract.
• (g)Any promotions, discounts, “free callout” offers, or special pricing (including any advertised free or discounted attendance) are only valid during standard business hours (Monday to Friday, typically 7:00am – 4:00pm, excluding public holidays) and do not apply to emergency, after-hours, weekend, Sunday or public holiday services, which remain subject to the full call-out fees, attendance fees and premium rates set out in this clause 2.

3. Payment Terms & Quotations

• (a)Quotations are valid for 30 days from the date of issue. After this period, the Company reserves the right to revise pricing.
• (b)Payment is required prior to commencement of works unless otherwise agreed in writing or at the attending plumber's discretion. Progress payments may be agreed for larger jobs.
• (c)The Customer authorises the Company to process payments remotely via telephone, card, electronic invoice, SMS payment link or other approved methods.
• (d)The Company may suspend or refuse services where payment is not made when due.
• (e)Deposits for booked services, labour allocation, materials or emergency attendance are non-refundable once scheduled, allocated or materials ordered (reasonable and proportionate to costs incurred).
• (f)Overdue amounts incur interest at 22% per annum (calculated daily, compounding monthly) from the due date until paid in full, plus all recovery costs (debt collection, merchant/bank fees, legal costs on full indemnity basis, court/enforcement costs).
• (g)The Customer is liable for all reasonable costs of recovering unpaid amounts.

4. Variations, Additional Works & Compliance

• (a)Additional works, concealed conditions, hidden defects, variations or unforeseen circumstances discovered during services may incur additional reasonable charges. The Company will notify the Customer where practicable before proceeding.
• (b)Emergency variation works may be undertaken without prior quotation where reasonably necessary to prevent injury, property damage, make the site safe, or prevent escalation of failure. The Customer agrees to pay all reasonable costs for such works.
• (c)All works will be carried out in accordance with the Building Code of Australia, relevant Australian Standards, applicable laws, regulations, and any required development approvals or certifications. The Company is not liable for defects or non-compliance arising from designs, specifications, or instructions provided by or on behalf of the Customer.

5. Blocked Drains, Sewers & Stormwater

• (a)Blocked drains, sewers and stormwater systems may contain pre-existing faults (collapsed pipework, root intrusion, deterioration, poor fall, foreign objects, cracks, concealed structural defects, etc.).
• (b)All such works are exploratory and investigative in nature. Due to the unknown state of existing systems, the Company provides no guarantee that any attempt to clear or restore flow will be successful.
• (c)Clearing a blockage does not constitute repair of the underlying defect; the Company does not warrant against reoccurrence.
• (d)If Company equipment becomes lodged, damaged or lost due to pipe condition or pre-existing defects, the Customer agrees to pay all reasonable costs of retrieval, excavation, repair, replacement, labour, reinstatement, materials and equipment.

6. Leaks, Existing Systems & Customer Acknowledgements

• (a)Leak detection and rectification is a process of investigation and elimination. The Company does not guarantee immediate identification or rectification of all leaks/faults during the initial attendance.
• (b)No warranty is provided on existing plumbing fixtures, pipes, drainage systems or customer-supplied materials unless expressly stated in writing.
• (c)The Customer acknowledges that repairs or connections to existing systems may not be possible due to age, accessibility, incompatibility, deterioration, pipe condition, prior workmanship or concealed conditions, and agrees to pay any additional reasonable costs to address such issues.
• (d)The Company is not liable for defects arising from designs, specifications or instructions provided by the Customer.

7. Warranties & Limitation of Liability

• (a)The Company warrants that workmanship performed directly by the Company will be carried out with reasonable care and skill for a period of 12 months from the invoice date (unless otherwise stated in writing). All warranty claims must be made directly with the Company.
• (b)Upon receipt of a warranty claim, the Company will arrange inspection. If the attending licensed technician determines the issue is not covered under the workmanship warranty, a $99 service call fee is payable immediately by the Customer, and any additional works will be charged at applicable rates.
• (c)The workmanship warranty applies only to the specific works completed and invoiced by the Company and does not cover: pre-existing conditions, recurring blockages, deterioration of existing systems, customer misuse, negligence, third-party works, fair wear and tear, unrelated failures, or works not authorised under the original invoice.
• (d)To the maximum extent permitted by law, the Company shall not be liable for indirect, incidental, special, economic or consequential loss or damage arising from delays, inability to complete works, concealed defects, pipe failure, water damage, recurring issues, existing failures, material defects, or circumstances outside the Company's reasonable control.
• (e)The Company's total liability for any claim shall, to the extent permitted by law, be limited to re-supplying the services, repairing the defective works, or refunding the amount paid for the relevant services.
• (f)Nothing in these Terms excludes, restricts or modifies any rights or remedies which cannot lawfully be excluded under the Australian Consumer Law (including consumer guarantees of due care and skill, fitness for purpose, and services provided within a reasonable time). Our warranty is in addition to, and does not replace, your ACL rights.

8. Payment Authority, Service Acknowledgement & Recovery

• (a)The Customer acknowledges that any booking, authorisation, dispatch, attendance, inspection, assessment, labour allocation, travel, diagnostic work or related service constitutes a chargeable service.
• (b)Emergency and after-hours services require immediate allocation of labour, scheduling resources, technician availability and operational capacity – these form part of the services supplied regardless of duration onsite or whether further repair works proceed.
• (c)The Customer authorises the Company to rely upon the following as evidence of authorisation, acceptance of charges and acceptance of these Terms: verbal instructions, telephone recordings, SMS/electronic confirmations, invoices, dispatch records, technician attendance records, GPS location data, photographs, job notes, and payment records.
• (d)Once services are booked, scheduled, allocated, dispatched or attended, associated fees become immediately due and payable and remain payable notwithstanding dissatisfaction with pricing, change of mind, decision not to proceed, insurance outcomes, third-party opinions, duration of attendance, or whether additional works are undertaken.
• (e)Any unpaid amount constitutes a debt immediately due and payable. The Customer agrees to indemnify the Company against all reasonable recovery costs (administrative, merchant/banking fees, debt collection, legal costs on full indemnity basis, court filing and enforcement costs).
• (f)The Company reserves the right to suspend future services or refer outstanding amounts for external recovery.

9. Access, Safety & Customer Obligations

The Customer agrees to:

• (a)provide safe and reasonable site access;
• (b)disclose all hazards or unsafe conditions;
• (c)obtain all necessary approvals or permissions;
• (d)secure pets and personal belongings;
• (e)provide accurate information regarding the plumbing issue.

The Company reserves the right to refuse, suspend or discontinue services where unsafe conditions, abuse, restricted access or non-payment occurs, without liability for resulting loss or damage.

10. Cancellation & Refusal of Service

The Company reserves the right to cancel, suspend or refuse services at its discretion due to safety concerns, operational limitations, staff availability, weather events, abusive behaviour, non-payment, material shortages, or circumstances beyond the Company's reasonable control. The Company shall not be liable for any loss or damage arising from such cancellation or suspension.

11. Governing Law

These Terms & Conditions are governed by the laws of Victoria, Australia. The parties submit to the jurisdiction of the courts of Victoria.

12. Australian Consumer Law & Dispute Resolution

• (a)Nothing in these Terms excludes, restricts or modifies any rights or remedies which cannot lawfully be excluded under the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)), including the consumer guarantees that services will be performed with due care and skill, be fit for purpose, and be provided within a reasonable time.
• (b)

  Before initiating any chargeback, dispute with a financial institution, or complaint to a regulator, the Customer agrees to:

  • (i)Contact the Company in writing (email to info@questplumbers.com.au or registered post) with full details of the issue;
  • (ii)Allow the Company a minimum of 14 days to investigate, respond and attempt resolution in good faith;
  • (iii)Participate reasonably in the resolution process.

  Failure to follow this pre-dispute process may be raised as evidence in any proceedings or chargeback response. This clause does not limit the Customer's rights under the ACL but promotes fair and efficient resolution.