Terms & Conditions

01.Definitions

1. ACL – Australian Consumer Law.
2. Agreement – These Terms & Conditions together with any quotation, invoice, work authorisation, variation, or written acceptance.
3. Customer – The person or entity requesting or accepting Goods and/or Services, including executors, administrators, successors, and permitted assigns. Liability is joint and several where more than one Customer exists.
4. Contractor – Rapid Plumbing Group ABN 83 131 332 253, Lic No. 252951C, including employees, agents, subcontractors, and assigns.
5. Goods – All materials, parts, appliances, equipment, and products supplied.
6. Services – Plumbing, drainage, gas fitting, hot water, excavation, maintenance, investigations, and related works.
7. Works / Project – All labour, materials, equipment, and services supplied under this Agreement, including Variations and diagnostic services.
8. Site / Property – The location where Works are carried out.
9. Third Party – Any finance provider engaged by the Customer.
10. Variation – Any change to the scope, cost, or timing of Works.
11. Diagnostic / Service Fee – Fees for inspection, investigation, fault-finding, or diagnostic services.
12. After-Hours / Emergency Work – Services outside standard business hours (7:00am–4:00pm, Mon–Fri), weekends, or public holidays.
13. Customer Materials – Any goods or materials supplied by the Customer for installation or use in Works.

02.Acceptance & Sole Terms

1. By accepting a quotation, paying a deposit, requesting attendance, or permitting Works to commence, the Customer acknowledges they have read, understood, and agreed to these Terms.
2. These Terms prevail over any inconsistent or additional terms proposed by the Customer.
3. Variations to these Terms must be in writing and signed by the Contractor.
4. Acceptance of a quotation or payment constitutes authority for the Contractor to commence Works and supply materials.

03.Diagnostic / Service Fees & Cancellations

1. Standard Diagnostic / Service Fees apply during normal business hours (7:00am–4:00pm, Mon–Fri).
2. Fees are waived only if a quotation is accepted immediately during the same attendance.
3. Diagnostic Fees are non-refundable for: after-hours work; emergency call-outs; weekends or public holidays; attendance outside the Contractor's standard service area.
4. After-hours attendance must be prepaid if the Customer is not onsite.
5. Search, investigations, leak detection, CCTV, fault-finding, and diagnostic testing incur additional charges, disclosed before proceeding.
6. Unforeseen issues discovered during investigations may incur additional charges, communicated prior to continuation where practicable.
7. Cancellations – Customers must notify the Contractor in writing at least 12 hours before a scheduled Site Visit. Failure to do so, or absence at the time of attendance, results in the Site Visit Fee being fully payable.

04.Quotations

1. Quotations are based on information available at the time of inspection.
2. Quotations are valid for 7 days unless withdrawn earlier.
3. Acceptance of a quotation constitutes an order and authorises the Contractor to commence Works.
4. Materials ordered specifically for a job are non-refundable once ordered.
5. If Works are delayed more than 30 days due to the Customer, weather, material shortages, or other factors beyond Contractor control, the Contractor may re-quote, particularly if material costs have changed.
6. Quotations are fixed price unless otherwise specified and not itemised unless expressly stated.

05.Variations

1. Any additional work due to unforeseen circumstances, site conditions, or Customer requests is a Variation and charged accordingly.
2. Variations may include additional labour, materials, equipment hire, or extra time.
3. All Variations require written approval from the Customer before proceeding, except for urgent work to prevent damage or safety risks.
4. If the Customer refuses a reasonable Variation necessary to complete the Works, the Contractor may cease works; the Customer remains liable for completed work and supplied materials.

06.Delivery & Delays

1. Installation times are estimates only.
2. The Contractor is not liable for delays due to supplier shortages, weather, site conditions, Customer or third-party acts, industrial action, or events beyond reasonable control. Such delays do not constitute breach and do not entitle cancellation or damages.

07.Engagement Conditions & Site Responsibilities

1. The Customer must provide, at no cost: safe access, power and water, adequate workspace, and shelter if required.
2. The Contractor may engage licensed and insured subcontractors, and remains responsible for compliance.
3. The Customer must ensure safe premises and unobstructed access.
4. The Contractor is not liable for theft, vandalism, or third-party damage.
5. Restoration of landscaping, paving, turf, concrete, tiles, decorative finishes, or paintwork is excluded unless stated.

08.Excavation & Underground Services

1. Exclusions – Quoted prices exclude rock excavation, removal of obstructions, relocation of unidentified services, contaminated soil, shoring, and excavations deeper than 1.5m.
2. Additional Costs – Machinery hire, rock breaking, spoil removal, dewatering, or traffic control may incur extra charges.
3. Underground Service Information – The Customer warrants accuracy of all service locations.
4. Concealed Services – The Contractor is not liable for hidden, illegal, incorrectly installed, incorrectly identified, or undetectable services.
5. Service Location Disclaimer – Plans or third-party information (e.g. Dial Before You Dig) are for guidance only.
6. Unforeseen Conditions – The Contractor may issue a Variation for unexpected rock, groundwater, buried structures, or unstable ground.
7. Variation Approval – The Customer may approve or refuse; refusal does not remove liability for completed works.

09.Blocked Drains & Drainage

1. No warranty for recurrence caused by root intrusion, collapsed or damaged pipes, structural defects, or foreign objects.
2. Clearing a blockage does not guarantee pipe integrity.
3. CCTV inspections are separately charged.
4. Equipment lodged or stuck: removal and reinstatement costs to retrieve equipment are at the Customer's expense.
5. Blocked drain services are charged in 30-minute increments; setup and pack-up of equipment is chargeable.

10.Payment & Finance

1. All work is Cash on Completion (C.O.D.); full payment is required before the Contractor leaves site.
2. Progress Payments – 50% deposit on acceptance, 50% balance on completion; additional payments may be requested for multi-stage projects.
3. Card payments incur a 2.5% surcharge.
4. Third-party finance requires a 10% non-refundable deposit; the Customer indemnifies the Contractor for finance recovery costs.
5. Finance must be applied for and approved prior to commencement of Works. The Contractor may assist with the application; rejection or withdrawal does not remove Customer obligations.
6. Overdue payments incur 1.5% per month (18% p.a.) interest, calculated daily and compounded monthly.
7. The Customer indemnifies the Contractor for all recovery costs, including legal fees.
8. Fraudulent or improper chargebacks remain payable.
9. The Contractor may suspend or cease works where payments are overdue.

11.Default

1. The Contractor may suspend works, repossess Goods, recover loss of profit, or terminate the Agreement for non-payment.
2. All monies become immediately due on insolvency or bankruptcy.
3. Recovery costs are payable by the Customer.

12.Retention of Title

1. Title remains with the Contractor until full payment.
2. Risk passes upon delivery.
3. The Customer holds unpaid Goods as bailee and stores them separately.
4. The Contractor may repossess unpaid Goods without notice.

13.Security & Charge

1. The Customer grants a security interest under the PPSA.
2. The Customer charges all present and future real property as security.
3. The Contractor may lodge a caveat and register a security interest.

14.Workmanship & Site Responsibility

1. Work is performed in a tradesman-like manner.
2. The Customer must remove valuables and fragile items.
3. Minor imperfections within industry tolerances are not defects.
4. Claims must be made in writing within 7 days of completion.
5. The Contractor is not responsible for other trades.
6. No warranty applies to drain clearing recurrence.

15.Warranties (NSW Compliance)

1. Statutory warranties under the Home Building Act 1989 (NSW): 6 years major defects, 2 years non-major defects.
2. Manufacturer warranties apply to Goods supplied.
3. Warranty is void if work is altered, misused, not maintained, or unpaid.

16.Limitation of Liability

1. Liability is limited to the Price paid.
2. No liability for indirect or consequential loss.
3. Nothing excludes rights under the ACL.

17.Price Beat Guarantee

Applies subject to: a written quote from a licensed NSW plumber, valid ABN & GST, within 5 business days, like-for-like, no promotions, not emergency or after-hours, and at the Contractor's discretion.

18.Coupons & Vouchers

Business hours only; must be mentioned at booking; one per job; not combinable; not redeemable for cash; excludes emergencies and Diagnostic Fees unless stated. The Contractor may refuse invalid or fraudulent vouchers.

19.Same-Day Service Or It's Free

• Applies to bookings made before 12:00pm, Monday–Friday.
• Excludes weekends and public holidays.
• If the Contractor is unable to attend the same day, the standard call-out fee is waived.
• Not applicable to after-hours or emergency services.
• Subject to availability.

20.Refer A Friend / Business Program

1. Reward issued once the referred Customer pays in full.
2. Referrals are valid only for new Customers.
3. The referred Customer must provide referrer details at booking.
4. Self-referrals are prohibited.
5. Rewards are non-transferable, not redeemable for cash, and valid within the specified period.
6. The Contractor may verify referrals and withhold rewards if fraudulent.
7. No limits apply on referrals per Customer.
8. The program is intended for personal use; no mass or commercial referrals without consent.
9. The Contractor may amend, suspend, or withdraw the program at any time.

21.Force Majeure

1. The Contractor is not liable for delays or failures caused by events beyond reasonable control, including natural disasters, war, terrorism, industrial action, supplier failure, or government restrictions.
2. Such events do not constitute breach and do not entitle cancellation or damages.