Terms & Conditions

Terms and Conditions

Australian Consumer Law Compliance
1. Under Australian Consumer Law, most products and services bought in Australia (from 1 January 2011) come with automatic consumer guarantees that the product or service you purchased will work and do what you asked for.
2. Products must be of acceptable quality, that is:
  1. safe, lasting, with no faults
  2. look acceptable
  3. do all the things someone would normally expect them to do.
3. Businesses must provide these automatic guarantees regardless of any other warranties they give or sell you. If a business fails to meet any of these guarantees, you have the right to:
  1. a repair, replacement or refund
  2. cancel a service
  3. reimbursement for damages and loss.
4. For information on your rights for products or services bought before 1 January 2011, go to the Australian Competition and Consumer Commission (ACCC) website.
  1. Product Guarantees are defined as;
    1. Products must be of ‘acceptable quality’, that is:
      1. safe, lasting and with no faults
      2. look acceptable
      3. do all the things someone would normally expect them to do.
    2. ‘Acceptable quality’ means what would normally be expected for the type of product and cost.
    3. Products must also:
      1. match descriptions made by the salesperson, on packaging and labels, and in promotions or advertising
      2. match any demonstration model or sample you asked for
      3. be fit for the purpose the business told you it would be fit for, and for any purpose that you made known to the business before purchasing
      4. come with full title and ownership (meaning the supplier has the right to sell the goods, and that you will own the product in full after purchase (unless otherwise stipulated))
      5. not carry any hidden debts or extra charges
      6. come with undisturbed possession, so no one has a right to take the goods away or prevent you from using them
      7. meet any extra promises made about performance, condition and quality, such as lifetime guarantees, and money back offers
      8. have spare parts and repair facilities available for a reasonable time after purchase unless you were told otherwise.
  2. Service guarantees are defined as;
    1. Services must:
      1. be provided with acceptable care and skill or technical knowledge
      2. be fit for purpose or give the results that you and the business had agreed to
      3. be delivered within a reasonable time when there is no agreed end date.
    2. When delivering a service, the business must take all necessary steps to avoid loss and damage.
  3. If you believe we have provided you with faulty goods or services, you should call us as soon as the issue is noted. To help us identify the work we have completed for you, it will be helpful for you to have your invoice for the goods or services we supplied. We will either arrange a time for someone to come to your specified location to assess the problem and determine the cause, or we may pass the issue on to the manufacturer of the goods for them to assess and correct it.
  4. If the problem is not caused by defects in the goods or our workmanship, you may be charged for the time taken to assess and/or rectify the problem. The person attending to your issue will advise you of your options at the assessment time.
Warranty
1. 1. A 12-month warranty is offered for labour fees for any defects in the quality of work unless otherwise stated.
  2. No warranty is offered for any pipework, installation, or quality of work that has been damaged/tampered/altered by:
    1. anyone other than a representative of Byron Plumbing & Gas Services, or
    2. mechanical means, or
    3. misalignment due to ground subsidence or shifting.
  3. We will pass on any warranties and/or guarantees provided by;
    1. the manufacturer of any goods we supply
    2. our suppliers and service partners
  4. If a part, material, primary cost item and/or device fails to operate as intended due to our own quality of work, we will repair or replace the item in question at our own discretion.
  5. No warranty is offered for any repair work where we advise that a recurrence may happen if further work is not carried out. For example, clearing blocked drains via water jetting but not addressing the cause of the blockage such as tree roots or broken pipework, or repairing leaking taps with new washers/cartridges but no addressing the cause of the leaking taps such as work tap seats or high water pressure.
  6. No warranty is offered for any plumbing or gasfitting appliance where the service in question has excessive supply pressure above the defined limit set out in the relevant Australian Standards AS/NZS3600 and AS/NZS5601.
  7. No warranty is offered for any customer-supplied parts, materials, primary cost items and/or devices, as the quality of the product cannot be guaranteed.
No Call-Out Fees & Out-Of-Hours Surcharges
1. 1. We do not charge any call-out or service call fees within the Central Coast area for work carried out within normal business hours.
  2. We reserve the right to charge a call-out or service call fee for work and/or quoting outside the Central Coast NSW region.
  3. Out-of-hours surcharges will be charged, at our discretion, for the following;
    1. Outside of normal business hours – 8:30 am – 4:30 pm, Monday to Friday
    2. Weekends and/or Public Holidays
  4. These charges are as follows; 1.5x the current hourly rate for out-of-hours on weekdays, 2.0x the current hourly rate for weekends, and 3.0x the current hourly rate for public holidays.
Free Quotes & Estimates
1. 1. We will provide all quotations and/or estimates at no charge unless specified under “No Call-Out Fees & Out-Of-Hours Surcharges”. The quoted and/or estimated prices are valid for seven days unless otherwise specified in writing at the time of quoting and are limited to the scope of works provided to you in writing unless otherwise specified.
  2. We reserve the right to refuse to proceed with any quoted and/or estimated works at our discretion.
  3. We reserve the right to charge for any quote and/or estimate provided to you, at our discretion, if excessive time is taken to continue providing quotes and/or alterations to quotes with no clear attempt to accept or decline work.
  4. We offer no-obligation quotes and/or estimates for major works such as sewer, water, hot water, gas, and stormwater installations, repairs and plumbing-related renovations.
  5. We do not provide quotations for smaller works such as simple tap & toilet repairs.
  6. Some investigations, such as testing for water leaks, cutting into walls/accessing floor/ceiling/wall cavities, performing exploratory excavations to find services and/or access points, or carrying out service location and/or CCTV camera pipe inspections, are not considered part of a free quote or estimate and may be chargeable separately or in conjunction with further works carried out. We will advise you of any charges upfront to complete any investigation. If you choose not to proceed, no amount will be charged.
Fees and Charges
1. 1. We reserve the right to alter our fees and charges at any time at our discretion. All fees and charges quoted in writing will be honoured within the period of validity given to the quotation; however, any merchant fees and/or supplier increases beyond our control will be charged onward to you. All hourly rates will be charged with a minimum of one hour and rounded up to the nearest thirty minutes for every half-hour thereafter unless otherwise specified.
  2. Any hourly charges concerning circumstances outside the conditions stated under “No Call-Out Fees & Out-Of-Hours Surcharges” will be charged from when a call-out is received and accepted and onwards until we return to our depot/office without detour.
  3. Any hourly charges concerning circumstances outside our conditions stated under “Free Quotes & Estimates” may be charged to you for the excessive time taken to continue providing quotes with no clear attempt to accept or decline work.
  4. We reserve the right to charge reasonable and fair administration fees to accounts that are overdue at our discretion.
Variations
1. 1. We reserve the right to vary any charges and/or quoted works due to any issues or problems encountered that were not reasonably obvious to us at the time of quoting. These circumstances include but are not limited to;
    1. unforeseen merchant/supplier fee increases outside of our control, or
    2. any additional work not quoted nor identified in a scope of works, or
    3. underground rock formations during excavation, or
    4. customer-supplied items requiring additional non-standard works to install, or
    5. additional problems discovered during installation of a product/device that was not seen at the time of quoting, or
    6. any additional work to make the existing plumbing/drainage/gas system compliant with the appropriate Australian Standard, National Construction Code, and Local Government/Authority requirements to carry out the works requested, or
    7. any other reason otherwise specified in writing.
  2. We will notify you of any variations in cost, provide you with the appropriate information and not proceed with any further works until given approval.
Deposits
1. 1. We reserve the right to collect a deposit for any scheduled work.
  2. A deposit will be equal to no more than 10% of the total quoted/estimated price (including GST) unless;
    1. otherwise agreed upon and discussed beforehand between you and us, or
    2. for any instant purchase goods, determined by us, or
    3. if a greater deposit is required as per the conditions of a third party payment plan or finance service.
  3. All deposits will be collected before any planned work, or items are supplied. This deposit will be in addition to any other amounts charged for separate works completed on the day the works are accepted.
Cancellations
1. 1. Should you choose to cancel any accepted works before commencement or completion, we are entitled to charge you for any costs incurred up to the time of cancellation. This may include any deposits or payments already collected and any time spent in research and/or preparation for said accepted works.
Payment Terms
1. 1. Acceptable payment methods and terms are;
    1. Online credit card payments facilitated by Stripe Inc.
      1. any applicable fees and surcharges are advised and passed on to the customer.
    2. EFT payments
      1. payments are strictly 7 days from the date of invoice unless otherwise stated; and
      2. bank transfer details are supplied on every invoice
    3. Third party payment plan and finance services such as Zip Co or Humm
      1. All applicable third party terms and conditions apply in conjunction with us when using a third party payment service.
  2. We do not accept any payments made by Cheque and/or Money Orders.
  3. Failure to meet payment deadlines may result in Byron Plumbing & Gas Services seeking to recover any amounts due through a third party credit collection agency or the process set out in the Securities of Payment Act 1999 (NSW).
    1. In this event, all fees and penalties relating to the collection of amounts due are payable by you.
  4. Should you have issues regarding payment, please contact us via phone or email to discuss other arrangements before your payment due date.
  5. We also reserve the right to charge administration fees to accounts that are overdue at our discretion.
    1. These administration fees will be charged at 2% of the invoice total once the invoice has reached 30 days overdue, then referred to a third-party credit collection agency by 60 days overdue.
Time Extensions
1. 1. We will always endeavour to attend to and carry out all work in a prompt and punctual manner to the best of our abilities.
  2. Any changes to the commencement date and/or time due to external factors and/or unforeseen circumstances do not result in the contract being repudiated.
  3. Any unforeseen circumstances preventing us from working in any capacity, time extensions or rescheduling may be necessary to avoid jeopardising the quality of the work.
  4. Any changes to agreed timeframes will be discussed with you before carrying out any further work, and further charges may apply and be chargeable to you.
Customer-Supplied Items
1. We will install plumbing fixtures and appliances purchased by you provided they are fit for the purpose for which they are intended and bear the WaterMark certification, thus complying with the National Construction Code/Plumbing Code of Australia and the relevant Australian Standards.
2. We strongly recommend that the items be available for inspection so we can advise if the item can be installed, if any additional parts will be required or if they cannot be installed as requested for any reason.
3. If the item is not available for inspection before installation, you may be charged for our time regardless of whether we can successfully install the item. Other than for the quality of work, we offer no guarantees or warranties for customer-supplied items or any associated problems they may create.