1. Introduction
These Terms and Conditions govern your use of the Pipe Flow Service website located at https://pipeflowservice.com/ and any plumbing services, information, tools, or features we provide through it (collectively, the "Services"). Please read them carefully before engaging our plumbing solutions or submitting any booking or enquiry.
By using our website, contacting us through our online forms, or engaging Pipe Flow Service for on-site plumbing work, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, together with our Privacy Policy.
2. Acceptance of Terms
By accessing or using pipeflowservice.com, you agree to comply with and be bound by these Terms and Conditions. If you disagree with any part of these terms, you should not use our website, submit booking requests, or engage our plumbing services.
You may accept these terms by any of the following actions:
- Browsing or using our website or any of its features.
- Submitting an enquiry, quote request, or booking request via our online forms, email, or phone.
- Confirming a service appointment, either verbally or in writing.
If you use our Services on behalf of a business, body corporate, or other organisation, you represent that you are authorised to accept these terms on its behalf and that the organisation will be bound by these terms.
3. Services Overview
Pipe Flow Service provides professional plumbing services to residential and commercial clients throughout Australia. Our core Services include, but are not limited to:
- Pipe installation, replacement, and repair.
- Leak detection, diagnosis, and remediation.
- Drain cleaning, blocked drain removal, and sewer line investigations.
- Water heater installation, replacement, and repair.
- Bathroom, kitchen, and laundry plumbing works.
- Emergency plumbing assistance, subject to availability.
Specific inclusions, exclusions, and pricing for particular job types are outlined on our Services and Pricing pages, and will be further clarified in any written quote or booking confirmation we provide to you.
All Services are provided subject to site conditions, reasonable access, safety considerations, and compliance with any applicable Australian standards and regulations.
4. User Responsibilities
When using our website, submitting a booking, or engaging Pipe Flow Service, you agree to:
- Provide accurate, current, and complete information when requesting a quote, booking a job, or updating your details.
- Ensure you have authority to request plumbing services at the relevant property (for example, as the owner, tenant, or authorised representative).
- Disclose any known issues that may affect access, safety, or the scope of works, including asbestos, hazardous materials, pets, or security constraints.
- Provide safe, reasonable, and timely access to the property and all relevant fixtures, meters, and plumbing infrastructure.
- Follow any reasonable instructions given by our technicians to help facilitate the timely and safe completion of work.
You are responsible for maintaining the confidentiality of any communication or reference details we provide to you and for ensuring that all information you supply is not misleading, fraudulent, or infringing on the rights of any third party.
5. Booking and Payments
We aim to make the booking and payment process transparent and straightforward so you can engage our Services with confidence.
5.1 Booking procedures
You may request a service or quote by submitting a form through our website, calling us, or emailing us using the contact details provided on our Contact Us page. A booking is not confirmed until it has been accepted by Pipe Flow Service and a time window has been agreed with you.
Depending on the nature of the job, we may provide:
- An upfront fixed-price quote; or
- An estimate based on time and materials, subject to variation once on site; or
- A call-out fee plus additional charges for labour and materials.
5.2 Payment methods
Accepted payment methods and any applicable surcharges or processing fees will be communicated at the time of booking or invoicing. We may accept common payment methods used in Australia, such as credit/debit cards, electronic bank transfer, or other methods we notify you of from time to time.
5.3 Payment timing
Unless otherwise agreed in writing:
- Residential customers are generally required to pay upon completion of the service visit or in accordance with the payment terms stated on the invoice.
- Commercial customers may be granted payment terms subject to credit approval, in which case payment is due by the date specified on the invoice.
- We may require a deposit or prepayment, especially for larger jobs, special-order materials, or after-hours work.
Late payments may attract administrative or recovery costs where permitted by law. We reserve the right to withhold further Services or warranties where invoices remain unpaid.
6. Cancellations and Refunds
We understand that plans can change and strive to handle cancellations and rescheduling fairly for both you and our technicians.
6.1 Cancelling or rescheduling
If you need to cancel or reschedule a confirmed booking, you agree to notify us as soon as reasonably practicable using the contact details on our Contact Us page. We may apply reasonable cancellation terms, which may include:
- A waiver of any cancellation fee where you provide adequate notice and no significant costs have been incurred.
- A call-out or cancellation fee if our technician is already en route or has arrived on site.
- Retention of a portion of any deposit where special-order materials have been purchased on your behalf and cannot be returned.
6.2 Refunds
Where a refund is due, it will be processed using the original payment method where practical. Refunds may be offered when:
- You have paid in advance and we are unable to deliver the Service as agreed, and an alternative time or solution cannot be reached; or
- We are required to provide a refund under Australian consumer law or other applicable legislation.
Refunds are not generally provided for change of mind after Services have been completed, or where the issue arises from factors beyond our control, such as misuse, lack of maintenance, or subsequent works carried out by third parties.
7. Liability and Warranties
Pipe Flow Service is committed to quality workmanship and transparent communication regarding what is and is not covered by our guarantees.
7.1 Workmanship warranty
We provide a workmanship warranty on our labour for a period communicated at the time of service, subject to the conditions described in this section and any limitations set out in your invoice or service documentation. This warranty applies only to the specific works we have performed.
7.2 Exclusions and limitations
Our warranty and liability do not extend to:
- Pre-existing faults, defects, or damage in your plumbing system or property that were not caused by our work.
- Issues that arise from misuse, neglect, lack of maintenance, or failure to follow our advice or care instructions.
- Damage or faults caused by third parties, extreme weather events, natural disasters, or other events beyond our reasonable control.
- Materials, fixtures, or products supplied by you or a third party, which may be covered by separate manufacturer warranties.
To the maximum extent permitted by law, our total aggregate liability for any claim arising out of or in connection with our Services is limited to, at our option:
- Re-supplying the relevant Services; or
- Paying the cost of having the Services supplied again; or
- Refunding the amount you paid us for the relevant Services.
7.3 Australian consumer law
Nothing in these Terms and Conditions is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law or other applicable legislation that cannot lawfully be excluded. Where such rights apply, our liability is limited only to the extent permitted by law.
8. Governing Law and Updates
These Terms and Conditions are governed by the laws in force in Australia, and you submit to the non-exclusive jurisdiction of the courts of Australia and any courts that may hear appeals from those courts in relation to any dispute arising under or in connection with these terms or our Services.
We reserve the right to update or modify these Terms and Conditions at any time. Any changes will take effect when they are published on https://pipeflowservice.com/terms-and-conditions/. Your continued use of our website or Services after any such update constitutes your acceptance of the revised terms.
If you have questions about these Terms and Conditions, please contact us using the details provided on our Contact Us page before proceeding with a booking or service request.