Terms & Conditions

Transparency, Quality & Customer Protection

1. Call-Out Fee & Diagnostic Charges

Call-Out & Diagnostic Fee: A standard call-out and diagnostic fee applies for our licensed technician to travel to your property, inspect, assess your plumbing issue, and provide an upfront, fixed-price quotation on-site.
30-Day Quote Guarantee: If you choose not to proceed immediately but decide to authorize the quoted work within 30 days of the initial inspection, the call-out/diagnostic fee paid will be credited and deducted from your final invoice.
Declined Quotations: If you choose not to proceed with the quoted work after the inspection, the applicable call-out and diagnostic fee remains payable upon completion of the assessment.
Specialized Inspections: All standard quotes are provided upfront. For complex issues requiring advanced diagnostic equipment (e.g., CCTV drain cameras or specialized leak locators), any additional diagnostic costs will be explained and pre-approved by you before proceeding.

Initial Unblocking Attempt: Initial drain clearing services are quoted based on standard clearing procedures using specialized drain equipment (such as mechanical drain snakes or high-pressure jetters) to attempt restoring flow.
Severe or Uncontrollable Defects: If during or following the clearing attempt it is identified that the drain cannot be permanently cleared or restored due to severe underlying issues beyond our control—such as collapsed, cracked, displaced pipes, or severe tree root intrusion—the initial quoted unblocking fee remains payable in full for the labor and equipment utilized.
Further Remediation & Repairs: Upon identifying structural pipe failures, our technician will provide a separate detailed quotation for required repair, or excavation works. Proceeding with additional repair work is at the customer's discretion.

Our Commitment: Housecare Plumbing backs every completed job with a workmanship guarantee, fully compliant with Victorian Building Authority (VBA) standards and statutory requirements.
What Is Covered: This guarantee covers the labour and installation performed by our licensed technicians. If a fault develops as a direct result of our workmanship within the applicable statutory warranty period, Housecare Plumbing will return and rectify the defect at no additional charge.

Pre-existing Defects & Wear and Tear: This guarantee does not cover pre-existing plumbing conditions, unrelated system failures, or fair wear and tear on fixtures and components over time.
Customer-Supplied Parts: Parts, fixtures, or materials supplied directly by the customer are strictly excluded from this guarantee.
Manufacturer Warranties: Materials and parts supplied by Housecare Plumbing carry their respective manufacturer warranties. We will assist you in lodging claims with manufacturers where applicable.
External Factors: Damage resulting from accidents, customer misuse, structural movement, third-party alterations, or events beyond our control (e.g., severe weather, foreign-object drain blockages) is excluded.

Standard Operating Hours: Scheduled warranty assessments and rectifications are carried out Monday to Friday, between 7:00 am and 3:30 pm.
Non-Warranty Service Calls: If an on-site warranty inspection reveals that the issue is not caused by our workmanship (e.g., pre-existing faults or new blockages caused by foreign objects), a standard service call fee will apply. Our technician will explain the cause prior to undertaking non-warranty work.
Emergency After-Hours Support: For urgent emergencies involving active property damage directly resulting from a potential workmanship defect, emergency call-outs outside standard operating hours will be prioritized. The call-out fee will be waived if confirmed to be a workmanship failure.

This guarantee and pricing policy are provided in addition to, and do not exclude, limit, or modify, your statutory rights and consumer guarantees under the Australian Consumer Law (ACL).