AFIX

AFIX uses a simple and secure payment process. Payments are processed through the payment methods available on the AFIX website via Shopify.

Step 1 – Secure Your Booking

A $59 Booking Deposit is required when submitting your booking request.

The Booking Deposit secures your booking and will be credited toward the final amount payable for the service.

Step 2 – Plumber Completes the Job

The plumber will attend the property and complete the agreed service.

The final job amount will be based on the agreed AFIX service price, together with any additional labour, materials, service upgrades or other charges approved by the customer where applicable.

Where the plumber identifies additional work that was not included within the original service, the customer must be informed of the additional cost and agree to the work before it proceeds.

Step 3 – Final Invoice

Once the job has been completed, the $59 Booking Deposit will be deducted from the final amount payable.

The customer will then receive an invoice and secure payment link for the remaining balance.

Unless otherwise agreed by AFIX, the remaining balance is due upon completion of the service.

ADDITIONAL CHARGES

Additional charges may apply where relevant, including:

• Approved additional labour

• Materials or parts not included within the original service price

• Approved service upgrades

• Applicable after-hours or out-of-hours charges

• Other additional work requested or authorised by the customer

Where reasonably possible, additional charges will be communicated to the customer and require approval before the additional work proceeds.

After-hours surcharges do not apply to Inspection & Diagnosis services or Add-ons.

No additional work will be carried out without the customer’s approval, except where immediately necessary to make the property or plumbing system safe.

AFIX Service Fee: A $9.95 Service Fee is charged at the time of booking. This fee is separate from the booking deposit and is non-refundable, including if the booking is later cancelled.

OUTSTANDING PAYMENTS & OVERDUE ACCOUNTS

Payment of the final invoice is due upon completion of the service unless otherwise stated or agreed by AFIX.

Where payment remains outstanding, AFIX may issue payment reminders and contact the customer using the phone number, email address or other contact information provided at the time of booking.

If payment remains outstanding seven (7) days after completion of the service, the account will be considered overdue and AFIX may issue a final payment notice.

If payment remains outstanding fourteen (14) days after completion of the service, AFIX may:

• Restrict the customer from making further AFIX bookings

• Restrict future bookings associated with the relevant service address

• Take reasonable steps to recover the outstanding amount

Where appropriate, overdue accounts may be referred to a third-party debt recovery provider.

Any debt recovery costs, administrative charges or other recovery fees will only be passed on to the customer where permitted by law and where the customer has been appropriately informed.

AFIX’s right to recover an outstanding payment does not affect any rights the customer may have under Australian Consumer Law.

JOB COMPLETION

Following completion of the service, the plumber must submit the required job completion information to AFIX, which may include:

• Before and after photographs

• Arrival and completion times

• Details of work completed

• Materials used

• Receipts where applicable

• Any other information reasonably required by AFIX

The customer may be contacted following completion of the service to confirm that the work has been completed and to raise any concerns.

Customers should notify AFIX of any immediate concerns regarding the completed work as soon as reasonably possible.

If no concern or dispute is raised within 24 hours of AFIX’s completion notification, AFIX may administratively mark the job as complete and proceed with the plumber payout process.

Marking a job as complete does not remove or limit any rights the customer may have under the AFIX Service Guarantee or Australian Consumer Law.

If the customer disputes the work completed, they may submit an AFIX Dispute Form. The matter will then be handled in accordance with Section 11 – Dispute Resolution of the AFIX Terms of Service.

PAYMENT DISPUTES & CHARGEBACKS

If a customer disputes or reverses a payment through their bank, card provider or payment provider, AFIX may review the circumstances of the transaction and provide relevant records where reasonably necessary to respond to the dispute.

This may include:

• Booking details

• Customer communications

• Payment records

• Invoices

• Job completion records

• Plumber attendance information

• Before and after photographs

• Customer approvals for additional work

• Other relevant evidence relating to the service

Customers should contact AFIX directly regarding any payment concern before initiating a chargeback where reasonably possible, so that AFIX has an opportunity to investigate and resolve the matter.

AFIX will not seek to prevent a customer from exercising any lawful rights available through their bank, payment provider or Australian Consumer Law.

REFUNDS

Any refunds relating to bookings, cancellations, incomplete services or disputed work will be handled in accordance with the AFIX Cancellation & Refund Policy, the AFIX Terms of Service, and any applicable rights under Australian Consumer Law.

Approved refunds will generally be returned through the original payment method where possible.

Processing times may vary depending on the customer’s bank or payment provider.