These Terms of Service govern all work carried out by New Look Plumbing Services ("the Contractor", "we", "us") for the property owner, tenant, or authorized agent ("the Client", "you").
By scheduling an appointment, requesting an emergency callout, accepting an estimate, or authorizing our plumbers to begin work on-site, you confirm that you have read, understood, and agreed to be bound by these terms.
Fair Trading Commitment: Nothing in these terms excludes, restricts, or modifies any consumer guarantees, rights, or remedies conferred by the Australian Consumer Law (ACL).
We operate under an upfront, honest pricing structure so you are always in complete control of your plumbing costs:
- Diagnostic Inspections: For complex underground issues (such as tree root intrusions or hidden pipe collapses), we utilize diagnostic tools such as CCTV cameras to assess the condition before providing a firm quote.
- Fixed Price Quotes: All quotes provided in writing are valid for 30 days from the date of issue unless stated otherwise.
- Variations & Unforeseen Obstacles: If our technicians uncover hidden pre-existing defects during excavation or jetting (such as collapsed earthenware pipes, illegal asbestos connections, or hidden electrical conduits), we will immediately pause and seek your written approval on any price adjustment before proceeding.
We respect your schedule and strive to provide prompt, reliable arrivals across all Melbourne service zones:
- Arrival Windows: We provide realistic arrival windows and keep you updated via phone or SMS dispatch alerts if traffic or preceding emergency jobs cause unexpected delays.
- Rescheduling: You may reschedule or cancel any standard appointment up to 2 hours prior to the booking window without penalty.
- Late Cancellations: If a technician arrives at your premises and access is refused or nobody is present without prior notice, a standard dispatch/service call fee may apply.
Payment is strictly due upon completion of the authorized plumbing or drainage services, unless commercial account terms have been approved in advance:
- Accepted Methods: Mobile EFTPOS, Visa, MasterCard, direct bank transfer, or cash.
- Commercial Accounts: Approved commercial and real estate agency accounts are strictly 7 or 14-day terms from the invoice date.
- Retention of Title: All materials, replacement piping, tapware, and fixtures installed remain the legal property of New Look Plumbing Services until full payment has been received and cleared.
We stand firmly behind the quality, durability, and craftsmanship of every repair and installation:
- Labor Guarantee: All general plumbing workmanship carried out by our licensed plumbers is guaranteed for a minimum of 12 months.
- Trenchless Pipe Relining: Relined sewer and stormwater sections installed with certified epoxy resins include our extended structural warranty (up to 25–50 years depending on product specification).
- Manufacturer Warranties: Hot water systems, pumps, valves, and fixtures are backed by their respective manufacturer warranties. We assist with all warranty claims.
Blocked Drain Notice: While we thoroughly clear blockages using hydro-jetting and confirm line clearance with CCTV cameras, recurring blockages caused by surrounding live tree roots, flushed hygiene products, or collapsed pipes will require structural relining or replacement to permanently prevent reoccurrence.
To ensure our plumbers can execute work safely and efficiently, the Client agrees to:
- Provide free, unhindered, and safe access to the work area, inspection openings, sewer boundaries, water meters, and electrical boards.
- Ensure pets are safely secured away from work areas, hoses, and machinery during the service.
- Advise our plumbers of any known property hazards, buried cables, or structural vulnerabilities before work begins.
We maintain fully equipped emergency plumbing vans available 24/7 for overflowing sewers, severe burst pipes, and hazardous gas or water leaks:
- After-hours, weekend, and public holiday callouts may incur an emergency mobilization rate.
- Our dispatch team will clearly outline any applicable emergency callout rates over the phone before dispatching a vehicle to your address.
We maintain comprehensive public liability and professional indemnity insurance coverage across all operations:
- We are not liable for pre-existing structural decay, subterranean soil shifting, or damage to unmapped underground utilities not documented on Dial Before You Dig (BYDA) plans.
- These terms are governed by and construed in accordance with the laws of the State of Victoria, Australia. Both parties submit to the jurisdiction of the courts of Victoria.
