Terms & Conditions
New Look Plumbing

These Terms and Conditions constitute a legally binding agreement between you (the "Customer", "Client", or "You") and New Look Plumbing ("we", "us", "our") for all plumbing, drainage, gas fitting, roofing, and emergency services provided across Melbourne, Victoria.

By engaging our services, booking online, confirming an appointment via telephone, or approving an on-site quotation, you acknowledge and agree to be bound by these Terms in full.

We pride ourselves on honest, upfront, and transparent pricing. All quotes provided by New Look Plumbing are governed by the following provisions:

• On-Site Evaluation: Where an accurate diagnosis cannot be made over the phone, our technician will attend the property to inspect the works and provide an upfront fixed-price quote before commencing work.
• Validity Period: Written quotes remain valid for thirty (30) days from the date of issue, unless otherwise specified or subject to manufacturer material price increases.
• Unforeseen Variations: If during the execution of work our plumbers discover concealed defects, non-compliant pre-existing installations, hazardous building materials (e.g., asbestos), or structural obstacles, we will stop work immediately, explain the issue, and provide an itemized variation quote for your approval before proceeding.

We make every effort to arrive punctually within our scheduled arrival windows. However, given the unpredictable nature of plumbing emergencies, traffic, and adverse weather conditions, arrival times are indicative estimates.

• Emergency Callouts: Priority 24/7 emergency dispatch services are mobilized immediately upon booking. Dispatch fees may apply for after-hours, weekend, or public holiday attendance as agreed prior to attendance.
• Cancellation Policy: Standard scheduled service bookings may be cancelled or rescheduled with at least two (2) hours notice prior to the agreed arrival window without penalty. Cancellations made once a technician is en route may incur a standard callout charge.

Payment terms are strictly COD (Cash on Delivery) upon completion of work, unless approved credit terms have been established in writing prior to job commencement.

• Accepted Payment Methods: We accept EFTPOS, major credit cards (Visa, MasterCard), bank transfer, and cash. All on-site card transactions are processed securely through encrypted mobile merchant terminals.
• Deposits on Major Works: For specialized orders, extensive drain excavations, or custom hot water/roofing replacements exceeding $1,000, a deposit may be required prior to ordering parts or scheduling trades.
• Late Payments: Accounts unpaid after seven (7) days from the invoice due date may accrue interest at standard statutory rates, and the Customer will be liable for all reasonable debt recovery and legal collection fees incurred.

Our goods and services come with statutory guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

• Workmanship Guarantee: We provide a 100% lifetime workmanship guarantee on all authorized plumbing installations and repairs carried out by our licensed plumbers.
• Manufacturer Warranties: All supplied fixtures, valves, hot water units, pumps, and materials carry standard manufacturer warranties. We will assist customers in facilitating manufacturer warranty claims where applicable.
• Compliance Certificates: In accordance with Victorian Building Authority (VBA) regulations, an official Plumbing Compliance Certificate will be issued for all works exceeding statutory value thresholds or involving gas and consumer piping.

To enable safe and professional completion of work, the Customer must:

• Ensure clear, safe, and unobstructed access to the work area, main water meters, gas shut-off valves, electrical switchboards, and roof cavities.
• Restrain pets and ensure minors are kept at a safe distance from work areas, open trenches, and high-pressure jetting equipment.
• Notify our plumbers of any known property hazards, including asbestos, fragile ceilings, concealed electrical wiring, or aggressive animals prior to work commencing.

While we use advanced non-destructive diagnostic tools (thermal imaging cameras, acoustic microphones, and CCTV drain cameras), concealed infrastructure presents unique operational challenges:

• Fragile & Collapsed Drains: High-pressure water jetting and motorized drain snakes are powerful mechanical processes. If an earthenware or corroded pipe has already collapsed or suffered root degradation, clearing procedures may reveal pre-existing breakages. New Look Plumbing is not liable for pre-existing structural fractures revealed during standard blockage clearing.
• Underground Utility Marking: While our team conducts surface scans, the property owner is responsible for providing available property plans or notifying our team of non-standard buried private cables, garden lighting lines, or unauthorized irrigation pipes.

To the maximum extent permitted by Australian law, New Look Plumbing’s liability for any claim arising out of our work or breach of contract is limited to the resupply of the plumbing services or the cost of having the services supplied again.

We shall not be liable for any failure or delay in performance resulting from causes beyond our reasonable control (Force Majeure), including severe storm flooding, bushfires, strikes, utility authority shutdowns, or road transport disruptions.

These Terms and Conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Victoria.