Terms & Conditions

1. Definitions

"We", "us" and "our" refer to Exactly Plumbing. "You" and "the Client" refer to the person or entity engaging us to perform a service. "Works" means the hot water repair, installation or replacement services described in the accepted quote or service booking.

2. Quotes

• Phone and online estimates are indicative only. A formal written quote is provided after a site inspection.
• Written quotes are valid for 30 days from the date of issue.
• Quotes assume safe access, suitable existing connections (water, gas, electrical) and a compliant install location. Additional works (electrical upgrades, gas line changes, tray or relocation works, asbestos handling) may attract additional charges, agreed in writing before commencement.

3. Service call-out fees

A standard call-out fee applies to all diagnostic and repair visits. Where you proceed with a recommended repair or replacement, the call-out is included in the total job price. After-hours, weekend and emergency call-outs are charged at a higher rate and disclosed before attendance.

4. Acceptance & deposit

• Acceptance of a quote (in writing, email or by paying the deposit) forms a binding agreement on these terms.
• For new installations and replacements, a deposit may be required to confirm the booking and order the unit.
• The balance is payable on completion, unless otherwise agreed in writing.

5. Site access & safety

• The Client must provide clear, safe access to the existing or proposed hot water unit, including any internal pathways required to bring the unit in and out.
• Pets and children must be kept away from the work area during installation and testing.
• Where the work area or existing system is unsafe (e.g. unsupported structures, asbestos, exposed wiring), we may pause works until conditions are made safe at the Client's cost.

6. Compliance & approvals

All installations are completed by licensed plumbers and (where applicable) licensed gas fitters in accordance with AS/NZS 3500 and the Plumbing and Drainage Act. A Form 4 / Compliance Certificate is issued where required by law. Where electrical work is required, it is performed by a licensed electrician.

7. Rebates

Where you are eligible for federal, state or retailer rebates (including heat pump and small-scale technology certificate rebates), we will assist with the documentation as part of the installation. Final rebate amounts are determined by the relevant scheme administrator and are not guaranteed by us.

8. Variations

Any change to the scope, materials, system type or location requested by the Client (or required due to conditions not visible at quoting) will be documented as a variation and may affect the price and timeline.

9. Cancellations & rescheduling

• Cancellation more than 48 hours prior to scheduled start: deposit refunded less any costs already incurred (including units ordered).
• Cancellation within 48 hours of scheduled start: deposit is non-refundable.
• We may reschedule a booking due to weather, supply delays or events beyond our reasonable control without liability.

10. Payment

• Final invoice is payable on completion of the works, unless otherwise agreed in writing.
• Overdue accounts may incur interest at 10% p.a. and recovery costs.
• Title in any unit or materials supplied remains with us until paid in full.

11. Warranty

New hot water units carry the manufacturer's warranty (typically 5–10 years on the tank/cylinder and 1–3 years on parts and labour, depending on the model). We provide a workmanship warranty on our installation for 12 months. The warranty does not cover:

• Damage caused by water quality, sediment, scale or mineral build-up
• Damage from power surges, lightning, freezing, flood or natural disaster
• Failure caused by lack of routine maintenance (e.g. anode replacement, tempering valve servicing)
• Unauthorised repairs or modifications performed by others
• Fair wear and tear, or pre-existing plumbing defects upstream of the unit

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.

12. Limitation of liability

To the maximum extent permitted by law, our liability for any claim is limited, at our option, to re-supply of the services or the cost of having the works re-performed. We are not liable for indirect or consequential loss, including loss of use, lost income, or damage to belongings caused by pre-existing plumbing defects.

13. Insurance & safety

We hold public liability insurance and operate in accordance with Workplace Health and Safety Queensland requirements. Safety Data Sheets for any chemicals used are available on request.

14. Governing law

These terms are governed by the laws of Queensland, Australia. Any dispute will be dealt with in the courts of Queensland.

15. Contact

Exactly Plumbing
1300 000 000
hello@exactlyplumbing.com.au