Terms and conditions

ACCEPTANCE
1.1 Parties: These Terms are between The Trusteefor Full Flow Plumbing and Drainage Trust (trading as Full Flow Plumbing and Drainage (ABN 98 767 223 226 ), its successors and assignees (referred to as “we” and “us”) and you, the person, organisation or entity described in the Quote (referred to as “you”). These Terms apply to all Services provided by us to you.

1.2 Acceptance: You have requested the Services set out in the Quote. You accept these Terms by:
(a) signing and returning the Quote;
(b) confirming by email or verbally that you accept the Quote;
(c) accepting the Quote online;
(d) instructing us or allowing us to proceed with the Services; or
(e) making part or full payment for the Services.

1.3 You agree that these Terms form the agreement under which we will supply Services to you. Please read these Terms carefully. 

Please contact us if you have any questions. Purchasing Services from us indicates that you have had sufficient opportunity to read these Terms and contact us if needed, that you have read, accepted and will comply with these Terms.

1.4 Deposit: If the Quote indicates that we require a Deposit, we will not commence performing the Services until you have paid the Deposit or the first instalment of our Fee.

1.5 Cancellation: You must provide us with at least 5 Business Days’ notice in writing of any cancellation. Failure to do so may result in any Deposit being forfeited at our sole discretion. If no deposit has been paid, you must pay to us 10% of the original quoted / invoice amount, payable by you within 7 days of receipt of an invoice for that amount. If you cancel the Services after we have ordered materials for the Services that cannot be returned or reused, you will be required to pay in full for the cost of those materials, payable by you within 7
days of receipt of an invoice for that amount. You can collect those materials from us once paid in full.

2. SERVICES
2.1 We agree to perform the Services with due care and skill.
2.2 We reserve the right to refuse any request that we deem inappropriate, unreasonable or illegal.
2.3 We may provide the Services to you using our employees, contractors and third party providers, and they are included in these Terms.

2.4 Third parties who are not our employees or our direct contractors will be your responsibility. We are not responsible for the products or services provided by those third parties.

2.5 Where any manuals or drawings are required in order for you to enjoy or use the Services or as a legal requirement we will provide these to you as a hard copy and or electronic form in our discretion and for no additional fee. Where you require additional copies or replacement copies we may charge additional fees for the provision of such additional or replacement manuals or drawings.

3. PRICE, INVOICING AND PAYMENT
3.1 You agree to pay us the amounts set out in our Quote, including any Deposit required. All amounts are stated in Australian dollars (AUD). All amounts exclude Australian GST (where applicable) unless otherwise stated. Payment may be made by way of payment methods as set out in our Quote when purchasing our
Services.
3.2 You agree to pay our Invoices by the due date. If you do not pay by the due date (including any other services we have provided to you), we may cease to provide the Services to you until we receive payment.

3.3 We may charge interest at a rate equal to the Reserve Bank of Australia’s cash rate from time to time plus 8% per annum, calculated daily
and compounding monthly, on any amounts unpaid after the due date.

3.4 If invoices are unpaid after the due date, we have the right to engage debt collection services for the collection of unpaid and undisputed debts, and the right to commence legal proceedings for any outstanding amounts owed to us.

3.5 We reserve the right to report bad debts to independent credit data agencies.
3.6 You agree to pay the Service Charge.

4. VARIATIONS

4.1 If the Quote states that the Fees and Expenses are an estimate only, you acknowledge that the final Fees and Expenses may be more or less than the estimated amounts. We will endeavour to inform you of any material variation as it becomes apparent.

4.2 The Fee and Services can be varied by written agreement between us, including by email.

4.3 We may at any time, in writing, inform you of the need for us to perform a Variation.

4.4 If you request a Variation to the Services, we have discretion as to whether we make the Variation.

4.5 Variations will not invalidate these Terms or be regarded as a repudiation of these Terms by us.

4.6 If in our reasonable opinion a Variation requires additional time to perform the Services, then we will amend the term of this Agreement after consultation with you.
4.7 If we need to charge an additional fee for a Variation (Additional Fee), then we will provide a written quote for the Additional Fee to you prior to commencing performance of the Variation. If:
(a) You accept the quote then these Terms are amended to incorporate the Variation and the Additional Fee but otherwise remains the same; or
(b) You do not accept the quote we may in our discretion terminate these Terms immediately.
4.8 If we are unable to accommodate the Variation, we may request that we be paid for Services performed to date and terminate these Terms.

5. YOUR OBLIGATIONS AND WARRANTIES
5.1 You warrant that:
(a) you must be present or contactable while the Services are being performed;
(b) there are no legal restrictions preventing you from agreeing to these Terms;
(c) you will cooperate with us, and provide us with information that is reasonably necessary to enable us to perform the Services as requested from time to time, in
a timely manner;

(d) the information you provide to us is true, correct and complete;
(e) you will not infringe any third party rights in working with us and receiving the Services;

(f) you will inform us if you have reasonable concerns relating to our provision of
Services under these Terms, with the aim that the Parties will use all reasonable efforts to resolve your concerns;

(g) you are responsible for obtaining any consents, licences and permissions from other parties necessary for the Services to be provided, at your cost, and for providing us with the necessary consents, licences and permissions, including but not limited to any council fees and requirements;

(h) You will ensure that, if the Services are to be performed on a property, you are authorised to occupy the premises and obtain the Services;

(i) You will ensure that if the Services are to be performed on a property, that at all
times the property is safe and that all facilities provided by you for the purposes of enabling the Services to be performed are also safe, including restraining any pets
that may pose risk to us;

(j) You will ensure that we have free and unimpeded access to the place in which the Services are to take place and that you will do all things to ensure that we are not delayed by matters within your control;

(k) You will insure that you will not interfere with any of our equipment while we are performing the Services, including but not limited to climbing up our ladders;

(l) You accept that we have the right to impose stand down charges and recover additional costs incurred where work is delayed by reason not in our control and
where we are unable to reasonably reschedule services; and

(m) you will not employ, canvass, solicit, entice, induce or attempt to employ our employees or contractors.
 

6. UNDERGROUND WORK

(a) When we are engaged to undertake underground plumbing work, we may
request that you obtain plans of underground pipes and cables on the property before the proposed work on the property.

(b) Should you fail to provide us with the appropriate plans for the property you will indemnify us from any claim for costs, expenses or losses from a third party for any damage to third party property, including the asset owner.

(c) You agree and acknowledge that you are responsible for the costs incurred by us as a result of us striking ground that is harder to dig than normal in our absolute discretion.

7. QBCC

7.1 To the extent that the QBCC Act applies to the Services being provided to you for residential building work over $3,301:

(a) Queensland Home Warranty Scheme: Under the QBCC Act, we are required to collect the premium from you and pay it to the QBCC within 10 business days after the date the agreement was entered into or before the Services commence (whichever is earlier).

(b) Cooling Off: If you are entitled under the QBCC Act to withdraw under the cooling off provisions you must, before the expiry of the cooling-off period, give us a written and signed withdrawal notice stating that you are withdrawing from these Terms under the cooling-off provisions in section 35 of Schedule 1B of the QBCC Act.

(c) Warranties Under Schedule 1B of QBCC Act: To the extent required by Schedule 1B of the QBCC Act, we warrant that:

i. the Services will be carried out in an appropriate and skilful way and with reasonable care and skill and reasonable diligence;

ii. all materials supplied will be of good quality and suitable for the purpose for which they are used;

iii. the Services will be carried out in accordance with all relevant laws and legal requirements; and

iv. the Services will be carried out in accordance with any plans and specifications which form part of the agreement.

8. WORK HEALTH & SAFETY

You agree and acknowledge that:

(a) Whilst works are being carried out the property is considered a work site and therefore must comply with all legislation and must follow the following conditions.

(b) An approximate age of the property must be advised to ascertain potential risk.

(c) Disclosure of the presence of asbestos, where known by you, within the work site must be made prior to the commencement of works.

(d) All work areas must be free of potential hazard to us and any of our representatives.

(e) Any representative of ours can refuse to complete the Services if they believe that the working environment is in breach of company policy and/or legislation.

9. CONFIDENTIAL INFORMATION

9.1 We, including our employees and contractors, agree not to disclose your Confidential Information to any third party (other than where necessary, to third party suppliers, or as required by law); to use all reasonable endeavours to protect your Confidential Information from any unauthorised disclosure; and only to use your Confidential Information for the purpose for which it was disclosed by you, and not for any other purpose.

9.2 You, including your employees and contractors, agree not to disclose our Confidential Information to any third party; to use all reasonable endeavours to protect our Confidential Information from any unauthorised disclosure; and only to use our Confidential Information for the purpose for which it was disclosed or provided by us to you and not for any other purpose.

9.3 These obligations do not apply to Confidential Information that:

(a) is authorised to be disclosed;

(b) is in the public domain and/or is no longer confidential, except as a result of a breach of these Terms;

(c) is received from a third party, except where there has been a breach of confidence; or

(d) must be disclosed by law or by a regulatory authority including under subpoena.

9.4 This clause will survive the termination of these Terms.

10. FEEDBACK AND DISPUTE RESOLUTION

10.1 Your feedback is important to us. We seek to resolve your concerns quickly and effectively. If you have any feedback or questions about the Services, please contact us.

10.2 If there is a dispute between the Parties in relation to these Terms, the Parties agree to the following dispute resolution procedure:

(a) The complainant must tell the respondent in writing, the nature of the dispute, what outcome the complainant wants and what action the complainant thinks will settle the dispute. The Parties agree to meet in good faith to seek to resolve the dispute by agreement between them at an initial meeting.

(b) If the Parties cannot agree how to resolve the dispute at that initial meeting, any Party may refer the matter to a mediator. If the Parties cannot agree on who the mediator should be, the complainant will ask the Law Society of Queensland to appoint a mediator. The mediator will decide the time and place for mediation. The Parties must attend the mediation in good faith, to seek to resolve the dispute.

10.3 Any attempts made by the Parties to resolve a dispute pursuant to this clause are without prejudice to other rights or entitlements of the Parties under these Terms, by law or in equity.

11. RETENTION OF TITLE

11.1 Title in any goods we supply to you does not pass to you until they have been paid for in full, even if we have installed them.

11.2 To the extent allowed by law, if you fail to make a due payment, we may enter the site or your premises and take reasonable action to remove the goods without us being liable to you for damage to the site, premises of the goods caused by such removal.

12. TERM AND TERMINATION

12.1 Either Party may terminate these Terms if there has been a material breach of these Terms, subject to following the dispute resolution procedure.

12.2 We may terminate these Terms immediately, at our sole discretion, if:

(b) you commit a non-remediable breach of these Terms;

(c) you commit a remediable breach of these Terms and do not remedy the breach within a reasonable time after receiving written notice of the breach;

(d) we consider that a request for the Services is inappropriate, improper or unlawful;

(e) you fail to provide us with clear or timely instructions to enable us to provide the Services;

(f) we consider that our working relationship has broken down including a loss of confidence and trust;

(g) for any other reason outside our control which has the effect of compromising our ability to perform the Services within the required timeframe; or

(h) you fail to pay an invoice by the due date.

12.3 On termination of these Terms you agree that any Deposit or payments made are not refundable to you, and you are to pay for all Services provided prior to termination, including Services which have been performed and have not yet been invoiced to you.

12.4 On termination of these Terms, you agree to promptly return (where possible), or delete or destroy (where not possible to return), our Confidential Information and Intellectual Property, and/or documents containing or
relating to our Confidential Information and/or Intellectual Property.

12.5 On termination of these Terms, we agree to promptly return (where possible), or delete or destroy (where not possible to return), your Confidential Information and Intellectual Property, and/or documents containing or relating to your Confidential Information and/or Intellectual Property.

12.6 On completion of the Services, we will retain your documents (including copies) as required by law or regulatory requirements. Your express or implied agreement to these Terms constitutes your authority for us to retain or
destroy documents in accordance with the statutory periods, or on termination of these Terms.

12.7 The accrued rights, obligations and remedies of the Parties are not affected by the termination of these Terms.

13. INSOLVENCY

13.1 If either Party:

(a) being a person, becomes bankrupt or makes an assignment of its estate for the benefit of its creditors;

(b) being a company, becomes insolvent, has a liquidator, provisional liquidator, administrator or receiver appointed or takes or has taken or instituted against it
any action which may result in the liquidation of the company or if it enters
into any Subcontract with its creditors, the other Party may, without issuing a notice to show cause, terminate the Agreement by written notice.

14. CONSUMER LAW, LIMITATION OF LIABILITY AND DISCLAIMERS

14.1 Service Standard: We will provide the Services with due care and skill, the Services will be fit for the purpose that we advertise, and we will supply the Services within a reasonable time.

14.2 ACL: Certain legislation including the Australian Consumer Law (ACL) in the Competition and Consumer Act 2010 (Cth) and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of Services by us to you which cannot be excluded, restricted or modified (Statutory Rights).

14.3 Statutory Rights: Nothing in these Terms excludes your Statutory Rights as a
consumer under the ACL. You agree that our liability for the Services is governed solely by the ACL and these Terms.

14.4 Warranties: Except for your Statutory Rights, we exclude all express and implied warranties representations and guarantees and all material and work is provided to you without warranties, representations and guarantees of any kind.

14.5 Delay: Where the provision of Services depends on your information or response, we have no liability for a failure to perform the Services, where it is affected by your delay in response or supply of incomplete or incorrect information.

14.6 Referrals: We may provide you with contact details of third party specialists. This is not a recommendation by us for you to seek their advice or to use their services. We make no representation or warranty about the third party advice or provision of services, and we disclaim all responsibility and liability for the
third party advice or provision of services, or their failure to advise or provide services.

14.7 Availability: To the extent permitted by law, we exclude liability for:

(a) the Services being unavailable; and

(b) any Claims for loss of profits, revenue, production, opportunity, access to markets, goodwill, reputation or any loss or damage relating to business interruption or otherwise, suffered by you or made against you, arising out of or in connection with your inability to access or use the Services or the late supply of Services, even if we were expressly advised of the likelihood of such loss or damage.


14.8 Disclaimers: To the extent permitted by law we disclaim all responsibility and liability for:

(a) products or services you purchase from a third party;

(b) any faults in work performed by us that has been tampered with, serviced or worked on by a third party;

(c) any disturbance or rectifications made to an unforeseen service such as any cables, water pipes, gas pipes, storm water drains or optic cables;

(d) any damage caused where you have failed to provide us with appropriate plans;

(e) personal injury caused to you or any third party other than due to our negligent act or omission;

(f) any damage to toilet pans or cisterns whilst removing;

(g) any Additional Fees incurred due to changes in scope of works that differ from the plans used to quote the Services;

(h) any damages or delays caused by weather;

(i) any Additional Fees incurred due to concrete removal or cutting;

(j) any Additional Fees incurred due to heights;

(k) locating Services;

(l) damage caused to your property other than due to our negligent act or omission.

14.9 Limitation: To the extent permitted by law, our total liability arising out of or in connection with the Services, however arising, including under contract, tort including negligence, in equity, under statute or otherwise, is limited to us re-supplying the Services to you, or, at our option, us refunding to you the amount you have paid us for the Services to which your claim relates. Our total liability to you for all damages in connection with the Services will not exceed the price paid by you under these Terms and pursuant to the Quote for the 12 month period prior to the act which gave rise to the liability, or one hundred dollars (AUD$100)
if no such payments have been made. 14.10 This clause will survive the termination of these Terms.

15. INDEMNITY

15.1 You are liable for and agree to indemnify, defend and hold us harmless for and against any and all Claims, liabilities, suits, actions and expenses, including costs of litigation and reasonable legal costs, resulting directly or indirectly from:

(a) any information provided by you that is not accurate, up to date or complete or is misleading or a misrepresentation;

(b) your breach of these Terms;

(c) any misuse of the Services by you, your employees, contractors or agents;

(d) your breach of any law or third party rights; and

(e) any injury caused by your property (or access to the property) and/or your equipment being unsafe.

15.2 You agree to co-operate with us (at your own expense) in the handling of disputes, complaints, investigations or litigation that arise as a result of your use of the Services including but not limited to disputes, complaints, investigations or litigation that arises out of or relates to incorrect information you have given us.

15.3 This clause will survive the termination of these Terms.

16. GENERAL

16.1 Privacy: We agree to comply with the legal requirements of the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and any other applicable legislation or privacy guidelines.

16.2 Publicity: You consent to us stating that we provided Services to you, including but not limited to mentioning you on our website and in our promotional material.

16.3 Email: You acknowledge that we are able to send electronic mail to you and receive electronic mail from you. You release us from any claim you may have as a result of any unauthorised copying, recording, reading or interference with that document or information after transmission, for any delay or non-delivery of any document or information and for any damage caused to your system or any files by a transfer.

16.4 GST: If and when applicable, GST payable on the Fee for the Services will be set out on our invoices. You agree to pay the GST amount at the same time as you pay the Fee.

16.5 Relationship of Parties: These Terms are not intended to create a relationship between the Parties of partnership, joint venture, or employer-employee.

16.6 Assignment: These Terms are personal to the Parties. A Party must not assign or deal with the whole or any part of its rights or obligations under these Terms without the prior written consent of the other Party (such consent not to be unreasonably withheld).

16.7 Severance: If any provision (or part of it) under these Terms is held to be unenforceable or invalid in any jurisdiction, then it will be interpreted as narrowly as necessary to allow it to be enforceable or valid. If a provision (or part of it) under these Terms cannot be interpreted as narrowly as necessary to allow it to be enforceable or valid, then the provision (or part of it) must be severed from these Terms and the remaining provisions (and remaining part of the provision) of these Terms are valid and enforceable.

16.8 Force Majeure: We will not be liable for any delay or failure to perform our obligations under these Terms if such delay is due to any circumstance beyond our reasonable control.

16.9 Notices: Any notice required or permitted to be given by either Party to the other under these Terms will be in writing addressed to the relevant address in the Quote. Any notice may be sent by standard post or email, and notices will be deemed to have been served on the expiry of 48 hours in the case of post, or at the
time of transmission in the case of transmission by email.

16.10 Jurisdiction & Applicable Law: These terms are governed by the laws of Queensland and the Commonwealth of Australia. Each Party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts operating in Queensland.

16.11 Entire Agreement: These Terms and any document expressly referred to in them represent the entire agreement between the Parties and supersede any prior agreement, understanding or arrangement between the Parties, whether oral or in writing.

16.12 Special Conditions: The Special Conditions will prevail to the extent of any inconsistency with these Terms.

17. DEFINITIONS

17.1 Business Day means a day which is not a Saturday, Sunday or bank or public holiday in Queensland, Australia.

17.2 Claim/Claims includes a claim, notice, demand, right, entitlement, action, proceeding, litigation, prosecution, arbitration, investigation, judgment, award, damage, loss, cost, expense or liability however arising, whether present, unascertained, immediate, future or contingent, whether based in contract, tort or statute, whether indirect, incidental, special, consequential and/or incidental, and whether involving a third party or a Party to the Terms or otherwise.

17.3 Confidential Information includes confidential information about you, your credit card or payment details, and the business, structure, programs, processes, methods, operatingprocedures, activities, products and services, trade secrets, know how, financial, accounting, marketing and technical information, customer and supplier lists (including prospective customer and supplier information), ideas, concepts, technology, and other information of either Party whether or not such information is reduced to a tangible form or marked in writing as “confidential”.

17.4 Deposit (if any) set out in the Quote.

17.5 Expenses (if any) are set out in the Quote.

17.6 Fees are set out in the Quote.

17.7 GST means GST as defined in the A New Tax System (Goods and Services Tax) Act 1999 (Cth) as amended from time to time or any replacement or other relevant legislation and regulations.

17.8 Intellectual Property includes any and all present and future rights to intellectual and industrial property throughout the world, and includes all copyright and analogous rights, all rights in relation to inventions (including patent rights), patents, improvements, registered and unregistered trademarks, designs, any corresponding property rights under the laws of any jurisdiction, discoveries, circuit layouts, trade names, trade secrets, secret processes, know how, concepts, ideas, information, processes, data or formulae, business names, company names or internet domain names, and any Confidential Information.

17.9 Moral Rights means the right of attribution of authorship, the right not to have authorship falsely attributed and the right of integrity of authorship, as defined in the

Copyright Act 1968 (Cth).

17.10 Party and Parties means a party or parties to these Terms.

17.11 QBCC Act means the Queensland Building and Construction Commission Act 1991

17.12 Quote means the Quote to which these Terms are attached.

17.13 Service Charge (if any) is set out in the Quote.

17.14 Services are set out in the Quote.

17.15 Special Conditions means the special conditions, if any, detailed in these Terms and/or in the Quote.

17.16 Terms means these terms and conditions.

17.17 Variation means amended or additional services, including but not limited to changes to the Quote or Fees or varying the Services by:

(a) carrying out additional Services;

(b) omitting any part of the Services; or

(c) changing the scope of the Services.

Greg Kopp
Greg Kopp
09/07/2024
Trustindex verifies that the original source of the review is Google.
I have a septic tank that is emptying very slowly. Sam arrived within 2hours of calling him and inspected it. He recommended getting it cleaned and serviced before any further investigation. He did not charge for this advice, just said to call him if the problem persists after it is serviced Unbelievable service!
Helen Dawes
Helen Dawes
09/07/2024
Trustindex verifies that the original source of the review is Google.
Have just used Full Flow Plumbing and Drainage. Sam was polite and very efficient. Would highly recommend them.
Malik Ahsan Bilal
Malik Ahsan Bilal
08/07/2024
Trustindex verifies that the original source of the review is Google.
Reliable, courteous, and solved the problem swiftly—top-notch service!
Leanne Greig
Leanne Greig
08/07/2024
Trustindex verifies that the original source of the review is Google.
Absolutely amazing, second time I have used this company & I couldn’t be happier. Thanks again for coming out straight away.
S Pryor
S Pryor
02/07/2024
Trustindex verifies that the original source of the review is Google.
Great service and great price. Was very flexible with time schedule. Showed up on time. Overall great service.
Joel De
Joel De
02/07/2024
Trustindex verifies that the original source of the review is Google.
5 plus stars. Professional, speaks in terms to easy understand. Got straight to the point and fixed the job in the best way possible. With future advise for how to avoid any further problems. Easy to talk to and didn't break the bank most importantly.
Peter Rooks
Peter Rooks
24/06/2024
Trustindex verifies that the original source of the review is Google.
Had Sam visit for a job today , very professional, Highly recommended.. Thanks Sam .
sarah ellia
sarah ellia
14/06/2024
Trustindex verifies that the original source of the review is Google.
Highly recommended. Fast and efficient. Made the call, help was on his way. Don't look else where, call these guys up and all your plumbing problems are dealt with instantly. Thank you soo much Sam
Anna S
Anna S
12/06/2024
Trustindex verifies that the original source of the review is Google.
Thanks Sam @ Full Flow Plumbing for your excellent work fixing our drainage problem in our garden and also our laundry tap.
Rachel Tisdell
Rachel Tisdell
12/06/2024
Trustindex verifies that the original source of the review is Google.
Amazing and goes above and beyond to help with everything in a timely manner.