Banrock Plumbing – Terms and Conditions
Effective date: 1 October 2026
These Terms and Conditions apply to plumbing and related services provided by Banrock Plumbing.
They are intended to clearly explain what customers can expect from us, what we require from customers, and how common situations such as variations, existing faults, access, product selection and third-party work are handled.
1. Acceptance, Approval and Authority to Proceed
A Customer may accept a Quote, authorise work to proceed, approve additional work or otherwise enter into an agreement with Banrock Plumbing in any reasonable manner that clearly communicates their approval.
This may include:
- signing a Quote, work order or other document;
- accepting a Quote electronically;
- replying by email, SMS or another written electronic message;
- giving approval by telephone or verbally in person;
- paying a requested deposit or other agreed amount;
- requesting or arranging an attendance and providing access for the agreed work;
- directing Banrock Plumbing to commence or continue work; or
- other words or conduct that reasonably indicate that the Customer requested, authorised or accepted the Services.
A handwritten or electronic signature is preferred where practical but is not required unless Banrock Plumbing or applicable law specifically requires one.
Where an agreement or approval is given verbally, Banrock Plumbing may record the details in our job notes, Quote, invoice, email, SMS or other business records.
In determining whether work was requested or authorised, the surrounding circumstances and conduct of the parties may be relevant. This may include the Customer arranging access, identifying the work required, providing instructions, remaining present while the Services are performed, or otherwise acting consistently with the Services having been requested.
Mere silence or failure to object will not, by itself, be treated as agreement.
By requesting or accepting Services after being provided with or directed to these Terms and Conditions, the Customer agrees to these Terms.
Submitting a general enquiry or requesting a Quote does not, by itself, require Banrock Plumbing to provide the requested Services.
2. Authority to Act for the Customer
A person requesting or approving work represents that they have authority to authorise the requested work and access to the premises.
This may include a property owner, tenant with appropriate authority, property manager, builder, business representative or another authorised person.
Where another person’s, owner’s or organisation’s approval is required, the Customer is responsible for obtaining that approval unless Banrock Plumbing expressly agrees otherwise.
3. Scope of Services
Banrock Plumbing provides the Services agreed with the Customer in the relevant Quote, booking or work order.
The services we offer may change from time to time, and we may decline work outside our current service offering.
Having provided a particular service in the past does not necessarily mean that service is still available.
This does not affect any warranty, statutory or other legal responsibility relating to work previously carried out by Banrock Plumbing.
4. Quotes, Estimates and Scope
Quotes are prepared using information reasonably available to us at the time.
Unless expressly stated otherwise, a Quote covers only the Goods and Services described in it.
A Quote is distinguished from an estimate or allowance. An estimate is an approximate cost and may change as the actual requirements become known.
Work not reasonably apparent when a Quote was prepared may result in additional charges.
Unless specifically stated, a Quote does not include unrelated work by other trades, rectification of existing defects, hazardous-material removal, painting, tiling, cabinetry, landscaping, paving, concrete or other reinstatement, or other work outside the described scope.
5. Variations and Unexpected Conditions
Conditions discovered after work begins may require the scope or price of the work to change.
Examples include:
- concealed or undocumented pipework;
- damaged or deteriorated drains;
- corroded or seized fittings and valves;
- previously non-compliant work;
- inaccessible services;
- incorrect or incomplete plans or specifications;
- unexpected electrical, structural or building requirements;
- concealed faults or damage; and
- additional requirements imposed by an authority.
Where reasonably practicable, Banrock Plumbing will discuss material additional work and costs with the Customer before proceeding.
Where immediate action is reasonably necessary to prevent danger, make an installation safe or comply with a legal or regulatory requirement, isolation or other safety work may be required before normal approval can reasonably be obtained.
6. Allowances
A Quote may include an allowance where an exact cost cannot reasonably be determined beforehand.
An allowance is an estimate based on what the relevant Goods or work would ordinarily be expected to cost. It is not a guaranteed fixed price.
This commonly applies where another trade, such as a licensed electrician, must inspect the property before confirming the work required.
The actual cost may increase or decrease once the requirements are known.
Where reasonably practicable, Banrock Plumbing will advise the Customer of a material difference from an allowance before the additional work proceeds.
7. Call-Outs, After-Hours Work and Cancellations
A call-out or attendance fee may apply.
After-hours, weekend, public-holiday or emergency Services may attract different rates, which will be advised where practicable.
If we attend but cannot carry out the work because reasonable access has not been provided, the Customer is unavailable where their presence is necessary, or another matter within the Customer’s control prevents work proceeding, an attendance or call-out charge may still apply.
Customers should provide reasonable notice when cancelling or rescheduling an appointment.
Where less than 24 hours’ notice is provided, or costs have already reasonably been incurred for the booking, a cancellation or attendance charge may apply.
8. Payment
Payment is due on completion of the Services unless different payment terms are stated in the Quote, invoice or otherwise agreed in writing.
Banrock Plumbing currently accepts:
- PayID;
- bank transfer; and
- cash.
Card payments are not accepted.
Deposits or progress payments may be required where stated in a Quote.
Customers should use only payment details supplied directly by Banrock Plumbing. If payment details appear to change unexpectedly or the Customer is unsure whether payment instructions are genuine, they should contact us before transferring funds.
Overdue accounts may incur reasonable recovery costs and interest at prevailing commercial rates where permitted by law.
9. Access to Work Areas
Customers and occupants must provide safe, clear and reasonable access to all areas required for Banrock Plumbing to perform the Services.
Before our arrival, customers should:
- empty under-sink cupboards, vanity cabinets and other cupboards where plumbing work is required;
- remove personal belongings and stored items from the immediate work area;
- provide reasonable access to hot water systems, water meters, isolation valves, drains, inspection openings and other relevant equipment; and
- provide reasonable access through doors, gates, garages and other parts of the property.
Banrock Plumbing is not responsible for moving or storing personal belongings unless specifically agreed.
Where inadequate access significantly delays or prevents work, additional charges or another attendance may be required.
Customers should remove or protect fragile, valuable or sensitive items from areas in or around the worksite.
10. Children, Pets and Worksite Safety
Plumbing work can create temporary hazards involving tools, equipment, open excavations, hot surfaces, water, gas, electricity, chemicals and other work activities.
Customers and occupants are responsible for:
- keeping children away from the immediate work area and appropriately supervised;
- supervising and securing children and pets so they cannot enter the work area, interfere with work, escape from the property or place themselves or others at risk;
- taking appropriate precautions where Banrock Plumbing needs to repeatedly open or pass through doors, gates, garages or other access points;
- ensuring visitors and other occupants do not unnecessarily enter or interfere with the work area; and
- following reasonable safety directions given by Banrock Plumbing.
Customers and occupants remain responsible for the supervision and containment of children and pets throughout our attendance.
Banrock Plumbing is not responsible for a child or pet leaving or escaping from the property as a result of access reasonably required to perform the Services, except to the extent Banrock Plumbing is responsible under applicable law.
Where an area cannot be kept reasonably safe, we may suspend or postpone work.
11. Security and Unattended Premises
The Customer remains responsible for the general security of the premises before, during and after our attendance.
The Customer does not need to remain at the premises where suitable access has been arranged.
Where an authorised person provides a key, access code, unlocked entry or other means of access, Banrock Plumbing and its workers or contractors are authorised to enter for the purpose of carrying out the agreed Services.
Customers should:
- secure valuables, cash and sensitive documents;
- provide relevant alarm and access instructions;
- ensure children and pets are appropriately contained;
- remain reasonably contactable where decisions may be required; and
- provide instructions for securing the premises when we leave.
Banrock Plumbing will take reasonable care when accessing and leaving unattended premises and will follow reasonable security instructions provided to us.
We are not responsible for the general supervision or security of an unattended property beyond taking reasonable care in connection with our access and Services.
12. Existing Faults and Attempted Repairs
Banrock Plumbing frequently attends fixtures, appliances, hot water systems, pipework and other equipment because they are already faulty, damaged, deteriorated or operating intermittently.
Where we are asked to diagnose or attempt to repair an existing fault, we cannot guarantee that the equipment will continue operating in the same condition as before our attendance or that an attempted repair will be successful.
Faulty or deteriorated equipment may completely fail during inspection, testing, isolation, dismantling, adjustment, servicing or an attempted repair.
This may occur even where the equipment was partially or intermittently operating beforehand.
An unsuccessful repair, or complete failure of equipment that was already faulty or deteriorated, does not by itself establish that Banrock Plumbing caused the failure.
Where reasonably practicable, we will advise the Customer where we identify a significant risk of further failure before proceeding. Some defects or deterioration may only become apparent after work commences.
Banrock Plumbing is not responsible for pre-existing faults, deterioration, corrosion, normal wear, defective components, previous improper work or latent defects merely because they become apparent during or following our Services.
This does not exclude responsibility for damage actually caused by Banrock Plumbing.
13. Diagnostic and Fault-Finding Work
Diagnostic and fault-finding Services relate to the time, testing and expertise required to investigate a problem.
Payment for diagnostic work does not depend on a fault being repairable or conclusively identified during the first attendance.
Intermittent, concealed or multiple faults may require further investigation or additional attendance.
14. Existing Installations and Compliance
Our attendance at a property or work on one part of an existing plumbing or gas installation does not constitute an inspection, certification or approval of all other existing work unless that inspection or certification is expressly included in our scope.
Existing installations may contain defects, non-compliant work or unauthorised alterations unrelated to the Services Banrock Plumbing has been asked to perform.
Banrock Plumbing must perform regulated plumbing and gas work in accordance with the laws, standards and regulatory requirements applicable at the time.
We cannot knowingly perform work in a manner that would leave our work non-compliant merely because a Customer requests it.
Where existing plumbing or gas work is found to be unsafe or non-compliant, Banrock Plumbing may be legally required to report the matter, make the installation safe, isolate equipment or services, or take another action required by law or a relevant authority.
Water, gas or other services may therefore need to remain isolated until appropriate rectification has occurred.
Additional work required to rectify existing work not performed by Banrock Plumbing is outside our original scope unless expressly stated otherwise.
15. Regulatory Inspections and Requirements
Plumbing and gas work may be subject to inspection, direction or interpretation by a regulator, plumbing inspector, utility provider or other authority.
Banrock Plumbing may reasonably rely on plans, specifications, fixture selections and information supplied by the Customer, builder, designer, manufacturer, supplier or other parties.
Where additional or different work is required because of:
- inaccurate, incomplete or changed information supplied by others;
- the classification or intended use of a fixture, appliance, building or installation;
- a product selected or supplied by another party;
- concealed site conditions; or
- an authority requirement that could not reasonably have been identified beforehand,
the resulting work may be treated as a variation.
This does not remove Banrock Plumbing’s responsibility where additional work is required because our own work failed to meet requirements that reasonably applied when it was carried out.
Unless expressly included in our scope, Banrock Plumbing does not guarantee approval of the Customer’s overall project, design, fixture selection, work performed by others or approvals unrelated to our plumbing or gas Services.
16. Customer-Supplied and Third-Party Selected Products
Where a product, fixture or appliance is supplied or selected by the Customer, builder or another party, Banrock Plumbing is not responsible for its suitability, completeness, quality or manufacturer’s performance unless Banrock Plumbing expressly recommended it for the relevant purpose.
We may refuse to install a supplied product where it is:
- unsuitable for the proposed installation;
- incomplete or damaged;
- incompatible with the existing installation;
- unable to be installed in accordance with applicable standards;
- missing required certification; or
- otherwise inappropriate for the work.
Additional labour associated with diagnosing, removing or reinstalling a defective customer-supplied product may be chargeable.
17. WaterMark and Product Compliance
Plumbing products and materials installed by Banrock Plumbing must comply with applicable product and certification requirements.
Where a product is required to hold WaterMark certification or another approval, Banrock Plumbing will only install it where the required certification or compliance can reasonably be established.
This also applies to products supplied or selected by Customers, builders, owners or other third parties.
The availability of a product for sale in Australia does not, by itself, mean that it can lawfully or appropriately be installed in every plumbing application.
Where certification or compliance cannot reasonably be established, Banrock Plumbing may refuse installation or request appropriate documentation.
18. Advice and Product Selection
Banrock Plumbing is happy to provide practical advice about plumbing work, hot water systems, fixtures and other products based on our experience and the information reasonably available to us.
Advice and recommendations are based on the circumstances and requirements known to us at the time.
Customers should tell us about particular requirements or preferences important to their decision, including matters such as household usage, space, noise, appearance, operating cost, energy source or performance.
We will make reasonable efforts to answer questions and identify significant matters relevant to a proposed product or installation. However, discussions, Quotes and sales consultations are not intended to provide an exhaustive explanation of every product feature, specification, limitation or possible alternative.
Where a particular characteristic is important to the Customer, they should raise it before approving the work so that it can be considered or confirmed where reasonably practicable.
Product specifications and other technical information originating from manufacturers or suppliers may change. Banrock Plumbing does not independently guarantee information outside our reasonable control.
19. Services and Installations We Decline
Banrock Plumbing may decline particular work or products where we consider the proposed work outside our current service offering, unsuitable, unnecessarily risky, or likely to create unacceptable safety, compliance, technical or commercial concerns.
Being licensed or technically capable of performing a category of work does not require Banrock Plumbing to offer that service.
This may include products presenting significant cross-connection or backflow risks, such as certain bidet toilet seats, bidet toilets, handheld toilet sprays and similar products.
Where Banrock Plumbing agrees to install such a product, it must be capable of being installed in accordance with applicable plumbing, product-certification and backflow requirements.
20. Backflow Prevention Testing
Where requested, Banrock Plumbing provides testing, commissioning, maintenance and repair of backflow prevention devices within the scope of our licensing and accreditation.
A test assesses the device at the time it is tested and does not guarantee continued operation for any particular period afterward.
A device may fail because of wear, deterioration, contamination, damaged components, incorrect installation or another existing condition.
A failed test does not, by itself, mean that Banrock Plumbing caused the device to fail.
Repairs, replacement, alterations and additional attendances required following a failed test are not included in the testing charge unless expressly stated.
Where required as part of our Services, Banrock Plumbing will complete or lodge applicable test documentation.
The property owner or occupier remains responsible for arranging required future testing, maintenance and certification.
Banrock Plumbing does not undertake to monitor testing due dates or provide annual testing reminders.
21. Blocked Drains and Excavation
Where Banrock Plumbing agrees to investigate or clear a blocked drain, clearing the blockage restores or improves flow at the time of service but does not guarantee that the drain will remain clear.
Recurring blockages may result from roots, damaged or deteriorated pipework, foreign objects, grease, misuse, incorrect installation or other underlying conditions.
Where drain-clearing equipment becomes caught or damaged because of an existing defect or obstruction, additional work may be required. Responsibility for associated costs will depend on the circumstances and cause.
Where excavation forms part of the agreed Services, the Customer should provide available information regarding underground services, structures or other concealed features.
Banrock Plumbing will take reasonable care when excavating but cannot guarantee the location of undocumented or incorrectly identified concealed services.
Unless expressly included in the Quote, reinstatement of landscaping, paving, concrete, walls, cabinetry, finishes or other surfaces disturbed to obtain plumbing access is not included.
22. Hazardous Materials
Banrock Plumbing may suspend work where asbestos, suspected asbestos or another hazardous material or unsafe condition is encountered.
Specialist identification, removal or remediation is not included unless expressly stated.
Work may resume once the area has been appropriately assessed and made safe.
23. Courtesy Referrals to Other Businesses
Where Banrock Plumbing does not provide a requested service, we may provide contact details for another tradesperson, contractor or business that may be able to assist.
These details are provided as a courtesy only and should not be taken as an endorsement or recommendation by Banrock Plumbing.
We may know some businesses personally or have previous experience with them and may have little or no experience with others.
The Customer is responsible for deciding whether to engage the business and should make their own enquiries regarding licensing, insurance, qualifications, pricing and suitability.
Any agreement is made directly between the Customer and that business.
Banrock Plumbing does not supervise or control an independently engaged business and does not guarantee its workmanship, conduct, availability, pricing or services.
Providing contact details does not make that business an employee, agent or subcontractor of Banrock Plumbing.
24. Other Trades Arranged as Part of Banrock Plumbing’s Work
Some plumbing work requires another appropriately qualified trade.
Where specified in our Quote, Banrock Plumbing may arrange another trade, such as a licensed electrician, to perform work associated with our Services.
This is different from a courtesy referral.
Where another trade’s price is described as an allowance, the allowance remains subject to that trade inspecting the property and confirming the work required.
If another trade or specialist service is found to be necessary but was not included in our Quote, Banrock Plumbing may suspend the affected part of our work until it has been arranged.
Unless otherwise agreed, work outside Banrock Plumbing’s scope remains the Customer’s responsibility.
25. Parts, Manufacturer Warranties and Our Workmanship
Parts, fixtures, appliances and materials may carry warranties provided by their manufacturer or supplier.
Please contact Banrock Plumbing regarding a warranty claim for a product supplied by us so that we can assist with the appropriate warranty process.
Manufacturer and supplier warranties operate subject to their terms and are additional to rights available under Australian law.
Banrock Plumbing will carry out Services with reasonable care and skill and regulated plumbing work in accordance with requirements applicable to that work.
Licensed plumbing contractors in Western Australia have statutory responsibilities relating to plumbing work they perform.
Nothing in these Terms limits or excludes those responsibilities or any right or remedy that cannot lawfully be excluded.
Where a Customer believes work performed by Banrock Plumbing is defective or non-compliant, they should contact us as soon as reasonably practicable so that we have an opportunity to inspect the work and, where appropriate, arrange rectification.
26. Australian Consumer Law and Responsibility for Loss
Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law or other applicable legislation.
Banrock Plumbing will take reasonable care when providing the Services.
We are not responsible for loss or damage caused by:
- a pre-existing defect or deterioration;
- inaccurate or incomplete information supplied by the Customer or another party;
- the acts or omissions of unrelated third parties;
- a Customer failing to follow reasonable instructions;
- a condition outside our reasonable control; or
- work or equipment outside the agreed scope,
except to the extent Banrock Plumbing caused or contributed to the loss or damage or is otherwise responsible under applicable law.
27. Delays Outside Our Control
Banrock Plumbing is not responsible for reasonable delays caused by events outside our control, including severe weather, emergencies, supply shortages, unavailable parts, illness, industrial action, utility interruptions, regulatory requirements or similar circumstances that could not reasonably have been avoided.
Where such an event materially affects the Services, we will endeavour to communicate with the Customer and resume work when reasonably practicable.
28. Communications and Enquiries
Banrock Plumbing may communicate by telephone, SMS, email or other contact details supplied to us.
We make reasonable efforts to respond to enquiries, but electronic communications can occasionally be delayed, filtered, rejected or delivered to spam or junk folders.
If a Customer or prospective Customer is expecting a response and has not received one, they should contact us again using another available contact method.
Customers are responsible for providing accurate contact details and checking communications sent to those details.
A booking or agreement to perform Services is formed only when the parties’ words or conduct reasonably establish that arrangement.
29. Complaints and Disputes
If a Customer has a concern about our work, invoice or service, they should contact Banrock Plumbing as soon as reasonably practicable and provide sufficient information for us to investigate.
Where appropriate, we may request photographs, documents or reasonable access to inspect the work concerned.
Both parties should make reasonable efforts to resolve genuine concerns directly and in good faith.
Nothing in this section prevents either party from exercising a legal right, contacting an appropriate regulator or consumer protection body, or seeking independent advice.
30. Privacy
Banrock Plumbing may collect and use personal information reasonably necessary to respond to enquiries, prepare Quotes, provide Services, issue invoices, administer warranties and comply with legal and regulatory obligations.
Personal information will be handled in accordance with applicable privacy requirements and any Privacy Policy published by Banrock Plumbing.
31. Website Information
Information provided on the Banrock Plumbing website is general information and may be updated from time to time.
Website information does not itself constitute a Quote or agreement to perform Services.
Specific advice provided for a Customer’s circumstances takes priority over general website information where the two differ.
32. Changes to These Terms
Banrock Plumbing may update these Terms from time to time.
Changes apply to future Services after the updated Terms take effect and do not retrospectively alter an existing agreement unless agreed by the parties or required by law.
The current version will be identified by its effective date.
Previous versions are retained by Banrock Plumbing and may be provided on request.
33. Governing Law
These Terms are governed by the laws of Western Australia and applicable Commonwealth legislation.
Contact Banrock Plumbing
Banrock Plumbing
Phone: 0447 081 768
Email: banrockplumbing@bigpond.com
Website: www.banrockplumbing.com