BOOKING POLICY

AFIX

TIME WINDOWS

AFIX bookings are scheduled within the following appointment windows:

7:00am – 10:00am
10:00am – 2:00pm
2:00pm – 5:00pm

Customers should remain available for the full selected appointment window unless AFIX or the assigned plumber provides a more specific expected arrival time.

Exact arrival times cannot always be guaranteed, as plumbers may occasionally experience delays caused by previous jobs, traffic, emergencies or other unforeseen circumstances.

Where a plumber expects to be significantly delayed, AFIX or the plumber will make reasonable efforts to notify the customer.

CUSTOMER RESPONSIBILITIES

Customers are responsible for:

Providing accurate and complete booking information
Selecting the service that most closely reflects the plumbing issue
Providing accurate contact and property details
Ensuring safe and reasonable access to the property
Providing any necessary access codes, keys or instructions
Ensuring the relevant work area is accessible
Being available during the selected appointment window
Informing AFIX of any important property, access or safety information before the appointment

Failure to provide accurate information or reasonable access may result in:

Delays
Additional approved charges
The need to reschedule the service
An Inspection & Diagnosis fee where applicable
A cancellation or no-show fee in accordance with the AFIX Cancellation & Refund Policy

An adult aged 18 years or older must be present at the property where required to provide access, approve additional work and allow the plumber to complete the service.

The plumber must not be left unattended at the property unless an alternative access arrangement has been expressly agreed in advance by AFIX, the customer and the plumber.

BOOKING DEPOSIT

To submit and secure a booking request, AFIX requires a $59 Booking Deposit.

The Booking Deposit allows AFIX to begin processing the booking and matching the job with a suitable licensed plumber.

The Booking Deposit also assists AFIX in reducing fraudulent, duplicate and no-show bookings.

Where the service proceeds, the full $59 Booking Deposit will be credited toward and deducted from the final amount payable.

The Booking Deposit is not an additional charge on top of the agreed service price.

The Booking Deposit is also not the total cost of the plumbing service.

The final amount payable will depend on:

The booked AFIX service price
Any approved service upgrades
Any approved additional labour
Any approved additional materials or replacement parts
Any other approved variations to the original service

Submitting a booking request does not guarantee that a plumber will immediately be assigned.

AFIX will make reasonable efforts to connect the customer with a suitable available plumber.

If AFIX is unable to assign a plumber or provide the booked service, any applicable refund will be handled in accordance with the AFIX Cancellation & Refund Policy.

AFIX Service Fee: A $9.95 non-refundable Service Fee is charged when a booking is placed. This fee is separate from the booking deposit and is not deducted from the final service price.

SERVICE HOURS & AVAILABILITY

AFIX standard service hours are:

Monday to Friday, 7:00am – 5:00pm

Bookings requested outside these hours, including evenings, weekends and public holidays, are considered out-of-hours services.

Out-of-hours services may be subject to different pricing or additional charges depending on the service and appointment time.

Any applicable out-of-hours pricing will be communicated to the customer before the relevant work proceeds.

AFIX currently operates primarily on a next-day appointment model.

Same-day appointments are not currently guaranteed.

As the AFIX plumber network grows, AFIX may introduce same-day or additional appointment options where availability allows.

BOOKING CONFIRMATION

Submitting a booking request does not automatically guarantee plumber availability.

A booking progresses once AFIX has received the required booking information and Booking Deposit and begins seeking a suitable plumber.

Customers will be notified when a plumber has been assigned.

If AFIX is unable to assign a suitable plumber, the customer will be notified and may receive:

A refund of the Booking Deposit
An alternative appointment option
Priority assistance with another available booking time

INCORRECT OR INCOMPLETE BOOKING INFORMATION

Customers should provide as much accurate information as reasonably possible when booking.

If the issue found on-site differs materially from the service selected, the plumber may need to inspect and diagnose the actual issue before further work can proceed.

This may result in:

An applicable Inspection & Diagnosis fee
A revised service recommendation
A service upgrade
Additional labour
Additional materials
A return visit where necessary

Any additional charge outside the original booked scope must be communicated and approved in accordance with AFIX policies before chargeable additional work proceeds.

CUSTOMER ACCESS & NO-SHOWS

Customers must ensure the plumber can reasonably access the property and the relevant work area during the scheduled appointment.

A customer may be treated as a no-show where:

Nobody is available to provide access
Required keys, access codes or instructions have not been provided
The customer cannot be contacted after reasonable attempts
Incorrect access information prevents entry
The relevant work area cannot reasonably be accessed because of circumstances within the customer's control

Where appropriate, the plumber may be required to wait for up to 20 minutes and make reasonable attempts to contact the customer before the booking is treated as a no-show.

Where the plumber has attended, travelled to the booking or otherwise committed their time and the job cannot proceed because reasonable access has not been provided, cancellation or no-show fees may apply in accordance with the AFIX Cancellation & Refund Policy.

The Booking Deposit will be credited toward any applicable cancellation or no-show fee and will not be charged in addition to that fee.

No customer no-show fee will apply where the access failure resulted from AFIX or the assigned plumber, including where the plumber attended the wrong property or materially outside the agreed booking arrangements without reasonable notice.

RESCHEDULING

Customers who need to change their appointment should contact AFIX as early as reasonably possible.

Rescheduling may be subject to plumber availability.

Where a requested reschedule occurs within a cancellation period, applicable cancellation or rescheduling charges may apply in accordance with the AFIX Cancellation & Refund Policy.

AFIX may also need to reschedule a booking because of:

Plumber illness or emergency
Significant delays
Unsafe conditions
Severe weather
Unexpected service disruptions
Other circumstances outside reasonable control

Where AFIX needs to reschedule a booking, the customer will be notified as soon as reasonably possible and will not be charged a customer cancellation fee because of the AFIX-initiated change.