Refund & Cancellation Policy

Effective Date: 01/01/2022

At Palmer St Plumbing, we strive to provide reliable and high-quality plumbing services to our customers across Nambucca Valley, Bellingen Shire and surrounding areas. This policy outlines our terms regarding cancellations, refunds, and service guarantees.
 

1. Cancellations & Rescheduling

Customer Cancellations

• We require at least 24 hours’ notice for cancellations or rescheduling of booked services.

• Cancellations made within 24 hours of the scheduled appointment may incur a call-out fee.

• If we arrive at the site and are unable to complete the job due to lack of access, incorrect booking details, or other unforeseen customer-related issues, a call-out fee will apply.
   

Palmer St Plumbing Cancellations

• In rare cases, we may need to reschedule or cancel an appointment due to weather conditions, emergencies, or supplier delays.

• If this occurs, we will notify you as soon as possible and arrange a new appointment at your convenience.
   

2. Refund Policy

Service Fees & Call-Out Charges

• Call-out fees are non-refundable once a plumber has been dispatched.

• If a job cannot be completed due to circumstances beyond our control (e.g., additional work required, unsafe site conditions), any partial payments or deposits may be applied as a credit towards future services.
   

Workmanship Guarantee & Service Refunds

• We offer a 12-month workmanship warranty on installations and repairs.

• If an issue arises due to faulty workmanship, we will rectify the problem at no additional cost.

• Refunds will not be provided for:

  • Pre-existing issues unrelated to our work.

  • Customer-supplied parts or materials that fail.

  • Plumbing problems caused by misuse, lack of maintenance, or third-party interference.
     

Product & Part Refunds

• We use trusted suppliers for all plumbing materials and appliances. If a product we install is faulty, the manufacturer's warranty applies.

• Refunds or replacements for faulty parts must be handled directly with the manufacturer in accordance with their warranty terms.
   

3. Deposits for Large-Scale Jobs

• For large-scale plumbing projects, a deposit may be required before work commences.

• Deposits are non-refundable once materials have been ordered or work has begun.

• If a job is cancelled before work starts, the deposit may be partially refunded, minus any expenses incurred for materials or planning.
   

4. Emergency Call-Outs & After-Hours Fees

• Emergency call-out fees are non-refundable once a plumber has been dispatched.

• If the issue is resolved upon arrival (e.g., the problem was minor or fixed by the customer), the call-out fee still applies.
   

5. How to Request a Refund or Reschedule a Booking

If you need to request a refund, reschedule, or discuss an issue with a completed service, please contact us at:

Palmer St Plumbing
Email: riley@palmerstplumbing.com.au
Phone: 0403 328 759

All refund or rescheduling requests will be reviewed on a case-by-case basis.