1. Website promotions and assessment fees
Offers advertised on this website must be mentioned when you book or request your quote. They are not applied automatically. We will confirm which offer applies and its conditions before you proceed. The terms shown with each offer also apply.
An on-site assessment fee may apply to attend and assess your plumbing problem. Applicable attendance charges will be explained before you book.
Our website offer applies to standard business-hours bookings when you use code KOALACREDIT at booking. If you accept our quote and proceed, the on-site assessment fee is credited towards that plumbing work. It is not applied automatically. Work may be booked for a later date with an agreed deposit. If you decline the quote, the on-site assessment fee remains payable.
Emergency and after-hours attendance charges are separate and are not credited towards the job. These charges will be explained before booking.
Use code KOALAHOT50 when booking to receive $50 off replacing your hot water system with a new one. The offer does not apply to repairs or installation of a customer-supplied hot water system. We will confirm eligibility and the discount in your quote.
2. Quotes and changes to the work
Quotes are based on the agreed scope and information available at the time. If additional faults, concealed conditions or other work are identified, we will explain the options, any price or timing changes and seek your approval before undertaking additional chargeable work.
Where a separate written contract or other documentation is required by applicable law, it will be provided for the relevant work.
3. Payment
Payment is due on completion unless another arrangement has been agreed beforehand. We accept cash, card and bank transfer.
Larger jobs or specially ordered materials may require a lawful deposit or agreed progress payments. The amount and payment schedule will be explained and agreed before work begins.
4. Cancellations and rescheduling
Please give reasonable notice if you need to cancel or change an appointment. If a plumber has already been dispatched or attended, a reasonable attendance charge may apply where it was disclosed and agreed beforehand, subject to your rights under consumer law.
5. Access and site conditions
Please provide safe access to the work area and tell us about known hazards or relevant property conditions. Concealed faults or conditions may affect the work. We will discuss the options and obtain approval before additional chargeable work proceeds.
6. Blocked drains
Drain cleaning aims to restore flow where possible. It does not itself repair tree-root intrusion, damaged, collapsed or misaligned pipes or other underlying defects. Recurring blockages may require further CCTV inspection, excavation or repair, quoted and approved separately.
We take reasonable care when using drain cleaning equipment. Existing pipe defects can increase the risk of equipment becoming trapped. If that happens, we’ll explain what we’ve found and discuss any recovery work and likely costs before additional chargeable work proceeds.
7. Workmanship, materials and warranties
Our work and supplied materials are subject to Australian Consumer Law and other applicable legislation. Manufacturer warranties are separate and do not replace your consumer rights.
We stand behind our work. Your rights under Australian Consumer Law and applicable ACT or NSW law remain unchanged.
8. Job photographs
We may take photographs needed for assessment, quotes, invoices, safety documentation and service records. We avoid unnecessary personal information and will not use identifiable customer or property photographs for marketing without permission. See our Privacy Policy.
9. Delays
Emergencies, weather, material availability, access problems and unexpected conditions can affect timing. We will let you know about significant changes and discuss the next steps.
10. Questions, concerns and consumer rights
Please contact us if you have a concern so we can work towards a fair resolution. Nothing in these terms excludes, restricts or replaces any consumer guarantee, statutory warranty or other right or remedy that cannot lawfully be excluded.
11. Contact KoalaFix Plumbing
KoalaFix Plumbing · ABN 46 894 868 257 · ACT licence 202562
Serving Canberra, the ACT & nearby NSW.