1. About these terms
These terms explain how you may use our website and how we arrange plumbing services. “We”, “us” and “our” mean Hydrolutions Plumbing Pty Ltd (ABN 58 688 293 147; ACN 688 293 147). “You” means the website visitor or customer. Our website lists NSW contractor licence number 484053C.
Website use is subject to the website provisions below. Service provisions apply only where we give you these terms before you accept a quote or authorise work and you agree to them. Sending an enquiry does not create a service contract. An accepted quote or separate signed contract sets out the specific work and price.
Mandatory law takes priority. A separate signed project contract takes priority over these terms if they conflict. These website terms do not replace a residential building contract, required disclosures, statutory warranties or any other document required by law.
2. Our services
We provide residential and commercial plumbing across Campbelltown, Liverpool and Greater Sydney. Services may include drainage, gas fitting, hot water, maintenance, renovation plumbing, backflow prevention and thermostatic mixing valves, blocked drains and CCTV inspections, pumps, rainwater tanks and grease traps. The services available for your property depend on the agreed scope, site conditions and applicable requirements.
3. Enquiries and emergency requests
Please provide accurate contact details, the property address and a clear description of the issue. An online enquiry or quote request is not a confirmed booking. We will confirm the scope, availability and next steps with you.
For urgent plumbing assistance, call 0423 662 767 rather than relying on an online form or email. Emergency availability does not guarantee a particular arrival time. We will explain the expected response and any applicable charges before you authorise attendance or work. Where there is an immediate danger to people or property, contact the appropriate emergency service.
4. Quotes and pricing
We provide free quotes. Requesting or receiving a quote does not oblige you to proceed. Any separately chargeable attendance, diagnostic inspection, drain camera investigation, call-out or after-hours service will be explained and agreed before it is supplied.
A quote identifies the included work, price, assumptions, exclusions and any expiry date. An estimate is an indicative price and is identified as such; we will agree the pricing basis with you before work starts. Consumer prices will include GST where applicable, and any unavoidable charges will be disclosed. We will not add undisclosed charges. Quote acceptance is subject to our confirmation of the booking and scope.
5. Authorisation and changes to work
You must own the property or have authority to arrange the work and approve any relevant changes. Please tell us about access restrictions, known defects, buried services and other relevant conditions that you know about.
If concealed damage, unsuitable pipework, roots, access difficulties or other unexpected conditions affect the agreed work, we will explain the issue and the proposed change in scope, price and timing. We will obtain your approval before carrying out additional chargeable work. Variations will be documented and signed where required by law. If a change is not approved, we will discuss safe options for completing or stopping the affected work; you remain responsible only for work and charges properly authorised under the agreement.
6. Access safety and approvals
Please provide reasonable access, keep children and pets away from the work area, and disclose known hazards such as asbestos, contaminated materials or unsafe electrical installations. We may pause work where conditions are unsafe or necessary approvals or access are unavailable. We will explain the reason and discuss a safe way forward.
The quote or project contract will identify who arranges permits, authority approvals, inspections and any other trades. We remain responsible for the licences and legal obligations that apply to our work. We will take reasonable care of your property. Excavation, cutting and removal of finishes, and any reinstatement by us or another trade, will be discussed and included in the agreed scope where necessary.
7. Timing and delays
We will perform the work within the agreed timeframe or, if none is agreed, within a reasonable time. Weather, supply interruptions, authority requirements and unexpected site conditions may affect timing. We will advise you of material delays and discuss a revised programme and available options. A delay does not remove your rights under applicable law.
8. Payment and deposits
Payment amounts, due dates, any deposit and progress payments will be stated in the accepted quote or project contract before you agree. Payment is in Australian dollars. We do not impose an automatic late-payment fee or interest under these website terms. Please contact us promptly if you dispute an invoice so we can review it.
For work subject to the NSW Home Building Act 1989, deposits will not exceed the legal limit, currently 10% of the contract price. Where required, we will provide the applicable written contract, Consumer Building Guide and home building compensation insurance documentation before taking payment or starting work. Progress payments must comply with the applicable contract and law. These terms do not waive any cooling-off right.
9. Cancellations and rescheduling
Please contact us as soon as possible if you need to cancel or reschedule. No cancellation fee applies simply because you requested a free quote. For authorised work, any cancellation charge must have been clearly disclosed and agreed beforehand, be lawful and reasonable, and reflect actual unrecoverable costs rather than a penalty. We will account for work completed, materials that can be returned or reused, and costs avoided.
If we cannot proceed, we will let you know promptly and offer a suitable alternative where possible. We will refund amounts paid for services not supplied, less any lawful amount for work already properly supplied. Statutory cancellation, refund and cooling-off rights take priority.
10. Drain inspections and specialist systems
CCTV inspections report the condition of the sections accessible and visible at the time. Restricted access, water, debris and the configuration of pipework may limit an inspection. We will explain relevant limitations and recommendations. Clearing a blockage may not repair an underlying defect; any further repairs require a separately agreed scope. These limitations do not excuse a failure to use due care and skill.
Advice about pumps, rainwater tanks, grease traps, backflow devices and thermostatic mixing valves depends on the system and its intended use. Testing, servicing, certifications, authority fees and ongoing maintenance are included only where expressly agreed. We will explain applicable maintenance recommendations and known compliance requirements relevant to our work.
11. Consumer guarantees and workmanship
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. These include, where applicable, services performed with due care and skill, fitness for a purpose made known to us and completion within a reasonable time where no time is agreed. Nothing in these terms excludes, restricts or modifies consumer guarantees, statutory warranties or other rights that cannot lawfully be excluded.
If you believe our work or a supplied product has a problem, contact us with the details and any supporting information. We will assess the issue and provide the remedy required by law, which may include rectification, replacement, a refund, cancellation or compensation depending on the circumstances. Manufacturer warranties are additional to your statutory rights. No blanket liability exclusion or cap applies under these terms.
12. Website information and acceptable use
Website articles and service information are general information, not a diagnosis of your property or instructions to undertake regulated or hazardous work yourself. We take reasonable steps to keep information accurate, but site-specific advice requires an assessment. Nothing here limits responsibility for misleading statements or rights arising from representations you rely on.
You must not use the website unlawfully, submit false or abusive material, interfere with its security or operation, or attempt unauthorised access. Website content, branding and images are owned by us or used with permission. You may view and print content for personal use; commercial reproduction requires the relevant rights holder’s permission. Third-party links and review services are subject to their own terms. A link alone is not an endorsement.
13. Personal information
We use information you provide to respond to enquiries, arrange work, communicate with you and administer our services. Personal information is handled as described in our Privacy Policy and in accordance with applicable law. An enquiry does not by itself constitute consent to unrelated marketing.
14. Complaints changes and governing law
Please contact us first with any concern so we can attempt to resolve it fairly. You may also seek assistance from the relevant NSW regulator, tribunal or court. You are not required to complete an internal process before exercising a statutory right.
We may update these terms for future website use and future bookings by publishing a revised version with its effective date. Updates do not retrospectively change an existing service contract without your agreement. NSW and applicable Commonwealth laws govern these terms. Nothing prevents you from using a court, tribunal or statutory remedy available to you. If a provision is unenforceable, it will be severed only to the extent lawful, leaving the remaining provisions effective.
15. Contact us
Hydrolutions Plumbing Pty Ltd
Email: info@hlplumbing.com.au
Phone: 0423 662 767
Service area: Campbelltown, Liverpool and Greater Sydney, NSW