Terms of Use

1. Our services

Northern Rivers Hot Water provides hot water system installation, repair, maintenance and related plumbing services across the Northern Rivers region of New South Wales.

All services are carried out by licensed tradespeople in accordance with applicable Australian Standards, the Plumbing Code of Australia, and NSW Fair Trading requirements. Our contractor licence number is 230095C.

We reserve the right to decline or discontinue a service where it is not safe or practicable to proceed, or where access to the property cannot be arranged.

2. Quotes and pricing

Quotes provided via our website, by phone or in person are estimates based on the information available at the time. Final pricing may vary if the scope of work changes once our technician assesses the site.

We will notify you of any material variation before proceeding with additional work. You are not obligated to accept a revised quote, and we will not carry out additional work without your approval.

All prices are in Australian dollars and include GST unless otherwise stated.

3. Bookings and cancellations

Bookings can be made by phone, email or via the quote request form on our website. A booking is confirmed once we have acknowledged it in writing or by phone.

If you need to cancel or reschedule, please give us at least 24 hours' notice where possible. Cancellations with less than 24 hours' notice may incur a call-out fee to cover travel and scheduling costs.

We will make every reasonable effort to attend at the agreed time. If we need to reschedule due to unforeseen circumstances, we will contact you as soon as practicable and arrange an alternative time at no additional cost to you.

4. Payment

Payment is due on completion of the work unless otherwise agreed in writing. We accept payment by cash, bank transfer or card.

For larger installations or projects, we may require a deposit prior to commencing work. Deposit terms will be confirmed in your written quote.

Overdue accounts may attract interest and recovery costs. We reserve the right to withhold warranty services on accounts that remain unpaid.

5. Australian Consumer Law guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010 (Cth). You are entitled to a repair, replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have services re-supplied if they are not rendered with due care and skill.

Nothing in these terms limits, excludes or modifies any right or remedy you have under the ACL that cannot be lawfully excluded or modified.

6. Workmanship warranty

We warrant our workmanship for a period of 12 months from the date of completion. If a defect arises from our workmanship within this period, we will return to rectify it at no charge.

This warranty does not cover faults caused by misuse, accidental damage, third-party interference, or normal wear and tear. Manufacturer warranties on parts and equipment are separate and subject to the relevant manufacturer's terms.

To make a warranty claim, contact us by phone or email with details of the issue and your original job reference.

7. Limitation of liability

To the maximum extent permitted by law, our liability for any loss or damage arising from our services or this website is limited to the cost of re-supplying the relevant service.

We are not liable for any indirect, incidental, special or consequential loss, including loss of income, loss of data, or damage to property not directly caused by our negligence.

We do not exclude or limit liability for death or personal injury caused by our negligence, or for any liability that cannot be excluded under the ACL or other applicable law.

8. Website use

This website is provided for general information purposes. While we take care to keep information accurate and up to date, we do not warrant that all content is complete, current or error-free.

You must not use this website in any way that is unlawful, harmful or that interferes with its operation. We reserve the right to restrict or terminate access to the website at any time.

Links to third-party websites are provided for convenience only. We do not endorse or take responsibility for the content of external sites.

9. Intellectual property

All content on this website — including text, images, logos, graphics and design — is owned by or licensed to Northern Rivers Hot Water and is protected by Australian copyright law.

You may view and print content from this website for personal, non-commercial use only. You must not reproduce, distribute, modify or use our content for commercial purposes without our prior written consent.

10. Privacy

We collect and handle personal information in accordance with our Privacy Policy and the Australian Privacy Act 1988 (Cth). Please read our Privacy Policy to understand how we manage your information.

By submitting a quote request or contacting us through this website, you consent to us using your information to respond to your enquiry and provide our services.

11. Changes to these terms

We may update these terms from time to time to reflect changes in our services or applicable law. The current version will always be available on this page with the effective date shown above.

Continued use of our website or services after any update constitutes acceptance of the revised terms.

12. Governing law

These terms are governed by the laws of New South Wales, Australia. Any dispute arising from these terms or our services will be subject to the non-exclusive jurisdiction of the courts of New South Wales.

We encourage you to contact us directly to resolve any concerns before pursuing formal dispute resolution.