PLUMBER TERMS

AFIX

These Plumber Service Provider Terms govern participation in the AFIX plumber network and the acceptance and completion of jobs made available through AFIX.

By joining the AFIX plumber network, accepting an AFIX job or continuing to use AFIX services, the plumber agrees to comply with these Terms.

1. INDEPENDENT CONTRACTOR STATUS

Plumbers providing services through AFIX operate as independent contractors and not employees of AFIX.

Plumbers operate their own independent plumbing business and remain responsible for the manner in which plumbing work is professionally and lawfully carried out.

Nothing in these Terms is intended to create:

  • An employer and employee relationship

  • A partnership

  • A joint venture

  • An agency relationship, except where expressly agreed

  • An exclusive working arrangement

Plumbers are free to provide services to other customers, businesses and platforms and are not required to accept any minimum number of AFIX jobs.

Acceptance of individual jobs is voluntary.

Each plumber is responsible for their own:

  • Tax obligations

  • GST obligations where applicable

  • Business expenses

  • Tools and equipment

  • Insurance

  • Licences and registrations

  • Vehicle and travel expenses

  • Employees or subcontractors, where permitted

  • Other obligations associated with operating their business

Nothing in these Terms overrides any rights or obligations that apply under Australian law.

2. ELIGIBILITY AND ONGOING REQUIREMENTS

To participate in the AFIX plumber network, plumbers must hold and maintain all licences, registrations, qualifications and insurance legally required to perform the services they accept.

This includes, where applicable:

  • Current plumbing registration or licence

  • Any contractor licence required for the work being undertaken

  • A valid ABN or ACN

  • Appropriate public liability insurance

  • Any specialist licence, endorsement or accreditation required for particular work

  • Any other legally required registration, certification or insurance

Plumbers must provide accurate and current documentation to AFIX when requested for verification purposes.

Plumbers must immediately notify AFIX if any:

  • Licence or registration expires

  • Licence or registration is suspended, cancelled or restricted

  • Insurance policy expires or is cancelled

  • Regulatory restriction affects their ability to perform plumbing work

  • Information previously supplied to AFIX becomes inaccurate

AFIX may temporarily restrict access to jobs while required documentation is expired, incomplete or being reviewed.

AFIX may periodically request updated evidence of licences, registrations and insurance.

3. JOB ACCEPTANCE

Plumbers are not required to accept jobs offered through AFIX.

A plumber should only accept a job where they:

  • Are appropriately licensed and qualified to perform the work

  • Are reasonably available during the required appointment period

  • Have the necessary tools and equipment

  • Are capable of completing the advertised service

  • Can reasonably travel to the customer location

  • Have reviewed the information provided in the job offer

Once a plumber accepts a job, they are expected to make reasonable efforts to attend and complete that job in accordance with these Terms.

Acceptance of one AFIX job does not create any obligation to accept future jobs.

4. AFIX PRICING

AFIX publishes or sets customer-facing prices for services offered through the AFIX platform.

Prices may take into account factors including:

  • Service scope

  • Expected labour requirements

  • Market conditions

  • Operating costs

  • Materials or inclusions

  • Service location

  • Appointment timing

  • After-hours requirements

  • Other relevant commercial considerations

By accepting a job, the plumber accepts the advertised plumber payment arrangements applicable to that job.

Plumbers must not independently increase, alter or substitute an AFIX service price after accepting a job.

Where additional work, labour, materials or a service upgrade is required, the additional charge must be processed in accordance with the AFIX additional work process.

5. AFIX COMMISSION

Unless otherwise notified for a particular promotion or service arrangement, AFIX deducts a 15% platform commission from the applicable job amount.

The applicable commission will be calculated in accordance with the pricing information provided to plumbers through AFIX.

Approved reimbursement of materials purchased by the plumber on behalf of a customer is not subject to AFIX commission unless otherwise clearly stated before the plumber accepts the relevant job.

AFIX may introduce promotional commission rates or other payment arrangements from time to time.

Any change affecting an already accepted job will not apply retrospectively unless agreed with the plumber.

6. PLUMBER PAYMENTS

AFIX generally processes eligible plumber payouts weekly on Mondays.

A payout may include jobs that have:

  • Been completed

  • Had the required Job Completion Form submitted

  • Had required photographs and records supplied

  • Had all applicable additional charges documented

  • Been administratively marked as complete

  • Otherwise satisfied the AFIX completion requirements

Where additional information is reasonably required to verify a job, AFIX may hold the affected payment until that information has been provided or the matter has been reviewed.

AFIX will not unreasonably withhold undisputed amounts.

Payment processing times may vary depending on banking and payment systems.

Plumbers are responsible for ensuring their payout information is accurate and current.

7. TAX AND GST

Plumbers are responsible for determining and meeting their own taxation obligations arising from payments received through AFIX.

This includes responsibility for:

  • Income tax

  • GST registration where required

  • GST reporting

  • Business Activity Statements

  • Other applicable business taxes or reporting requirements

Plumbers must notify AFIX if their GST registration status changes where that information affects invoicing or payment processing.

AFIX does not provide plumbers with personal taxation advice.

8. SERVICE OBLIGATIONS

Plumbers accepting AFIX jobs must:

  • Perform work professionally and competently

  • Exercise appropriate care and skill

  • Comply with applicable plumbing laws, codes and standards

  • Follow relevant manufacturer requirements where applicable

  • Complete the agreed service scope

  • Treat customers and their property respectfully

  • Submit required job completion information

  • Provide accurate information regarding the work performed

  • Communicate material issues or delays to AFIX

  • Comply with reasonable AFIX administrative processes connected with the accepted job

Plumbers remain professionally responsible for determining the safest and legally appropriate method of performing plumbing work.

AFIX administrative instructions must never be followed where doing so would require unsafe or unlawful work.

9. TOOLS, EQUIPMENT AND STANDARD MATERIALS

Plumbers must attend AFIX jobs reasonably equipped to perform the type of service they have accepted.

This includes maintaining appropriate professional tools, diagnostic equipment and commonly required materials for routine plumbing services.

Depending on the service, commonly required materials may include:

  • Washers

  • O-rings

  • Seals

  • Tap components

  • Basic fittings

  • Connectors

  • Valves

  • Thread tape

  • Sealants

  • Standard consumables

Plumbers are expected to review the job information before attending and make reasonable preparations for the service.

AFIX recognises that specialised, brand-specific or unforeseen parts cannot always reasonably be carried by a plumber.

A plumber will not be penalised merely because a specialised or unforeseeable component must be sourced after inspection.

Repeated failure to carry tools or standard materials reasonably expected for accepted services may result in a performance review or reduced eligibility for relevant jobs.

10. ADDITIONAL WORK

Work outside the original AFIX service scope must be processed through AFIX.

Additional work must:

  • Be clearly explained to the customer

  • Be accurately priced through the applicable AFIX process

  • Receive customer approval before being performed

  • Be documented in the Job Completion Form

Plumbers must not enter into separate payment arrangements with customers for work forming part of an active AFIX booking.

Where an urgent action is reasonably necessary to prevent immediate danger, property damage or another significant safety risk, the plumber may take reasonable steps necessary to make the situation safe.

The plumber must notify AFIX as soon as reasonably possible where this occurs.

Where a different or additional AFIX service is identified onsite, the plumber must explain the required service change to the customer before continuing. Where the customer approves the work, the plumber must accurately document the service upgrade through AFIX. Final pricing for the service upgrade may be confirmed by AFIX after reviewing the completed job documentation.

11. MATERIALS, PARTS AND REIMBURSEMENT

Plumbers may be required to source additional materials, replacement parts, fixtures, fittings or brand-specific components where necessary to properly complete a service.

Where additional materials fall outside the original service scope, the plumber must clearly explain the material and price to the customer and obtain verbal approval before purchasing or installing it. The material must then be recorded through the applicable AFIX process.

This may include circumstances involving:

  • Incorrect customer-supplied items

  • Unforeseen faults

  • Compatibility issues

  • Brand-specific components

  • Replacement fixtures or fittings

  • Additional parts required after inspection

To receive reimbursement for approved materials, plumbers must provide:

  • A clear purchase receipt

  • Details of the purchased material

  • A photograph or other reasonable evidence where requested

Approved reimbursable material purchases will generally be reimbursed at the approved amount and will not be subject to the standard AFIX commission.

Where a material or part is supplied from the plumber's existing van stock, a supplier receipt is not required. The item and approved customer price must still be accurately recorded through AFIX.

Plumbers must not intentionally inflate, falsify or misrepresent material costs.

12. ADDITIONAL LABOUR TIME

AFIX service descriptions may include an estimated or standard labour allowance for the advertised scope of work.

Where work reasonably extends beyond the included service allowance due to circumstances outside the original service scope, additional labour may be submitted through the AFIX process.

Additional labour is charged in 30-minute blocks at the applicable AFIX rate. Once work enters an additional 30-minute block, the full block applies. The customer must be informed of the applicable charge and provide approval before each additional paid block begins.

Examples may include:

  • Additional work requested by the customer

  • Unforeseen complications

  • Approved service upgrades

  • Additional diagnostic or repair work

  • Additional work discovered after commencement

Additional labour must not be charged merely because of avoidable delay caused by the plumber.

Where reasonably possible, additional labour must be communicated and approved before the plumber continues beyond the original service scope.

Plumbers must accurately record relevant arrival, commencement and completion times.

13. CUSTOMER APPROVAL

Plumbers must not assume that a customer has approved an additional charge.

Customer approval may be obtained verbally onsite between the plumber and customer, where permitted under the applicable AFIX process. The plumber must accurately record approved additional work through AFIX after completion.

The plumber must not:

  • Pressure a customer into approving additional work

  • Misrepresent the urgency of additional work

  • Provide misleading information regarding pricing

  • Commence optional additional work without approval

  • Circumvent AFIX payment processes

Where a customer refuses an additional service, the plumber should complete the originally agreed work where it remains safe and reasonably possible to do so.

14. JOB COMPLETION REQUIREMENTS

Following each completed job, the plumber must submit the AFIX Job Completion Form and any required supporting information.

This may include:

  • Accurate arrival time

  • Accurate completion time

  • Before photographs

  • After photographs

  • Description of work performed

  • Materials used

  • Material receipts

  • Additional labour

  • Approved upgrades or add-ons

  • Relevant notes

  • Details of any customer concern

  • Details of any unfinished work or required return visit

Information submitted must be accurate and must not intentionally omit material facts.

AFIX may request reasonable clarification before processing a payout where completion information is incomplete or inconsistent.

15. CUSTOMER PROPERTY

Plumbers must take reasonable care while working at a customer's property.

Plumbers should take reasonable steps to avoid:

  • Unnecessary property damage

  • Excessive mess

  • Damage to fixtures or finishes

  • Unsafe work areas

  • Preventable water damage

Any significant accidental damage occurring during an AFIX job must be reported to:

  1. The customer where appropriate; and

  2. AFIX as soon as reasonably possible.

Plumbers must not intentionally conceal property damage.

Responsibility for property damage will be assessed having regard to the circumstances, applicable law, insurance and responsibility for the incident.

16. SAFETY AND UNSAFE WORK

Plumbers are responsible for performing their work safely and in accordance with applicable workplace health and safety requirements.

A plumber must not perform work they reasonably believe is:

  • Unsafe

  • Unlawful

  • Outside their licence or registration

  • Outside their professional competency

  • Likely to create an unacceptable risk to people or property

Where unsafe conditions prevent a job from proceeding, the plumber must notify AFIX and provide reasonable information explaining the issue.

Where appropriate, photographs or other supporting evidence should be submitted.

AFIX will not require a plumber to perform work that would breach applicable safety or licensing requirements.

17. WORKMANSHIP AND CALLBACKS

Plumbers are responsible for the quality of plumbing work they perform through AFIX.

Work must be carried out with due care and skill and comply with applicable legal and industry requirements.

Where AFIX receives a reasonable complaint suggesting that work performed by a plumber may be defective or incomplete, the plumber may be asked to provide information or cooperate with an investigation.

Where a problem is reasonably determined to have resulted from the plumber's workmanship, the plumber may be required to return and remedy the affected work within a reasonable timeframe where legally appropriate.

A plumber will not automatically be responsible for:

  • Unrelated faults

  • New faults occurring after completion

  • Customer misuse

  • Failure of customer-supplied products

  • Normal wear and tear

  • Pre-existing defects not caused by the plumber

  • Matters outside the original service scope

Any callback or rectification responsibility will be assessed based on the circumstances and applicable law.

18. CUSTOMER COMPLAINTS AND DISPUTES

Plumbers must cooperate reasonably with AFIX where a customer raises a complaint or dispute regarding an AFIX job.

This may include providing:

  • Job photographs

  • Receipts

  • Messages

  • Work descriptions

  • Arrival and completion records

  • Information regarding customer approvals

  • Other reasonably relevant evidence

AFIX may temporarily hold the disputed portion of a payout while a genuine dispute is investigated.

Undisputed amounts should not be withheld solely because another part of the job is disputed.

Plumbers must not intimidate, harass or pressure customers regarding complaints or disputes.

19. REFUNDS, REVERSALS AND PAYMENT DISPUTES

Where a customer refund, payment reversal or chargeback relates to an AFIX job, AFIX may investigate the circumstances.

The plumber must reasonably cooperate and provide relevant job records where requested.

AFIX will not automatically require a plumber to repay amounts merely because a customer has requested a refund or initiated a chargeback.

Where a refund or loss is reasonably determined to have resulted from:

  • Defective workmanship

  • Fraudulent information

  • Work not being performed

  • Serious breach of these Terms

  • Unauthorised charges

  • Other conduct attributable to the plumber

AFIX may seek recovery or adjustment of the affected amount where permitted by law and after providing the plumber with reasonable information regarding the decision.

20. CODE OF CONDUCT

Plumbers representing the AFIX network must behave professionally when interacting with customers.

Plumbers must:

  • Communicate respectfully

  • Act professionally

  • Maintain reasonable personal presentation

  • Treat customer property respectfully

  • Avoid abusive, threatening, discriminatory or intimidating behaviour

  • Avoid smoking or vaping inside customer properties

  • Not attend a job while impaired by alcohol or drugs

  • Avoid inappropriate language or behaviour

  • Respect customer privacy

  • Follow reasonable property access instructions

  • Clean the immediate work area after completing the service where reasonably practicable

Serious misconduct may result in immediate suspension while the matter is investigated.

21. ARRIVAL TIMES AND PUNCTUALITY

Customers book services within an AFIX appointment window.

Once a job has been assigned, the plumber may be required to provide an expected arrival time within that window.

Where a plumber provides a specific expected arrival time, the plumber must make reasonable efforts to attend at that time.

If the plumber expects to be delayed, they must notify AFIX as soon as reasonably possible so the customer can be updated.

This applies even where the revised arrival time remains within the original booking window.

If a plumber becomes unable to attend during the scheduled service window, they must notify AFIX immediately.

AFIX may then reassign the job.

Repeated unreasonable lateness or failure to communicate may result in:

  • Reduced eligibility for future jobs

  • A performance review

  • Temporary suspension

  • Removal from the AFIX network in serious or repeated circumstances

Reasonable consideration will be given to circumstances outside the plumber's control, including emergencies, significant traffic incidents and delays caused by earlier jobs.

22. PLUMBER CANCELLATIONS

After accepting a job, plumbers should only cancel where reasonably necessary.

If cancellation becomes necessary, the plumber must notify AFIX as soon as possible.

AFIX may immediately reassign the job.

Repeated or unreasonable cancellation of accepted jobs may result in:

  • Reduced job eligibility

  • Performance review

  • Temporary suspension

  • Removal from the AFIX plumber network

AFIX will consider the circumstances of a cancellation before taking disciplinary action.

Emergencies, illness, safety issues and other genuine circumstances will be considered.

23. CUSTOMER NO-SHOWS AND ACCESS ISSUES

If a plumber attends the customer property but cannot obtain reasonable access, the plumber must:

  • Attempt reasonable contact with the customer

  • Notify AFIX

  • Record their arrival time

  • Follow any reasonable AFIX instructions

  • Provide evidence of attendance where requested

Plumbers should not leave immediately without making reasonable attempts to establish access unless remaining at the property would be unsafe.

Any applicable customer cancellation or no-show fee will be handled by AFIX under the AFIX Cancellation & Refund Policy.

Plumbers must not independently demand a no-show payment from the customer.

24. OFF-PLATFORM PAYMENTS AND CUSTOMER SOLICITATION

Plumbers must not accept direct or off-platform payment for services forming part of an active AFIX booking.

All payments relating to AFIX-booked services, additional work, labour, materials and service upgrades must be processed through the authorised AFIX process.

Plumbers must not intentionally circumvent AFIX by encouraging an AFIX-introduced customer to cancel or move an active AFIX job off-platform.

Nothing in these Terms prevents a plumber from operating their own independent business or servicing customers they obtained independently of AFIX.

Any restriction involving AFIX-introduced customers is intended only to protect genuine AFIX bookings and customer relationships and must operate only to the extent permitted by law.

25. CONFIDENTIALITY AND CUSTOMER INFORMATION

Plumbers may receive personal and confidential information about customers solely for the purpose of completing AFIX services.

This may include:

  • Customer names

  • Phone numbers

  • Property addresses

  • Job information

  • Photographs

  • Access information

  • Other booking details

Plumbers must:

  • Use customer information only for legitimate AFIX job purposes

  • Take reasonable steps to protect the information

  • Not disclose it unnecessarily

  • Not use customer contact information for unrelated marketing without appropriate permission

  • Not publish customer information, photographs or property details on social media without appropriate consent

Customer information must not be sold, traded or provided to unrelated third parties.

These obligations continue after the relevant job has been completed.

26. PHOTOGRAPHS AND JOB RECORDS

Photographs taken for AFIX job verification should be limited to what is reasonably necessary to document:

  • The plumbing issue

  • The work performed

  • Materials or components

  • Before and after condition

  • Relevant defects

Plumbers should take reasonable care to avoid unnecessarily capturing:

  • Customer identification

  • Private documents

  • Children

  • Personal photographs

  • Other unrelated private information

Job photographs must not be used for the plumber's own advertising or social media without appropriate customer permission.

27. SUBCONTRACTING AND OTHER WORKERS

A plumber must not send another person to perform an accepted AFIX job unless:

  • That person holds all required licences and registrations

  • Appropriate insurance is maintained

  • AFIX has been notified or approved the arrangement where required

  • The substitute is legally permitted to perform the relevant work

The plumber remains responsible for ensuring that anyone they engage complies with applicable AFIX requirements.

Plumbers must not allow unlicensed persons to perform licensed plumbing work.

28. CUSTOMER-SUPPLIED PRODUCTS

Where customers supply fixtures, appliances, parts or other products, plumbers are responsible for installing them professionally where installation is reasonably possible and within the accepted service scope.

Plumbers must notify the customer and AFIX where a customer-supplied item is:

  • Incorrect

  • Incompatible

  • Damaged

  • Missing required components

  • Unsafe

  • Unsuitable for installation

The plumber must not knowingly install an item in a way that is unsafe or unlawful.

AFIX and the plumber are not responsible for defects inherent in customer-supplied products except to the extent liability arises from the installation itself or applicable law provides otherwise.

29. RECORD KEEPING

Plumbers must maintain reasonable records relating to AFIX jobs where necessary for:

  • Payment verification

  • Customer disputes

  • Regulatory requirements

  • Tax obligations

  • Insurance claims

  • Workmanship enquiries

Any information provided to AFIX must be accurate and not intentionally falsified or altered.

30. FRAUD AND MISREPRESENTATION

Plumbers must not:

  • Submit false receipts

  • Inflate material costs

  • Falsify hours or arrival times

  • Submit misleading job photographs

  • Claim work was completed when it was not

  • Create false customer approvals

  • Charge for work not performed

  • Misrepresent their licence, qualifications or insurance

  • Manipulate AFIX systems for improper financial benefit

Suspected fraud may result in immediate temporary suspension while the matter is investigated.

Serious or substantiated fraud may result in removal from AFIX and may be reported to relevant authorities where appropriate.

31. PERFORMANCE MANAGEMENT

AFIX may monitor service-related performance for the purpose of maintaining platform quality.

Relevant factors may include:

  • Customer complaints

  • Attendance

  • Cancellation frequency

  • Communication

  • Completion documentation

  • Workmanship concerns

  • Compliance with these Terms

A single minor issue will not automatically result in removal.

Except in serious cases requiring immediate action, AFIX will generally consider the circumstances and provide the plumber with an opportunity to respond before significant account restrictions are imposed.

32. SUSPENSION AND REMOVAL

AFIX may suspend or remove a plumber from the AFIX network where there are reasonable grounds to believe that the plumber has:

  • Seriously or repeatedly breached these Terms

  • Performed unsafe or unlawful work

  • Lost a required licence or registration

  • Failed to maintain required insurance

  • Engaged in fraudulent conduct

  • Threatened or seriously mistreated a customer

  • Repeatedly failed to attend accepted jobs

  • Circumvented AFIX payment systems

  • Misused customer personal information

  • Otherwise created a material safety, legal or reputational risk

Where appropriate, AFIX may temporarily suspend access while an issue is investigated.

Except where immediate action is reasonably necessary for safety, legal compliance, fraud prevention or protection of customers, AFIX will generally provide the plumber with information about the reason for significant disciplinary action and a reasonable opportunity to respond.

33. PLUMBER-INITIATED DEPARTURE

A plumber may stop participating in the AFIX plumber network at any time.

The plumber remains responsible for:

  • Completing accepted jobs unless otherwise agreed

  • Providing outstanding job documentation

  • Resolving existing customer matters

  • Complying with confidentiality obligations

  • Any other obligations arising from jobs already completed or accepted

AFIX will process eligible outstanding payments in accordance with these Terms.

34. INSURANCE CLAIMS AND INCIDENTS

Plumbers must promptly notify AFIX where an AFIX job involves a significant incident including:

  • Serious property damage

  • Personal injury

  • Significant water damage

  • Emergency service attendance

  • Regulatory involvement

  • A potential insurance claim

Plumbers must cooperate reasonably with AFIX, customers, insurers and relevant authorities when investigating an incident.

35. CHANGES TO THESE TERMS

AFIX may update these Terms where reasonably necessary to reflect changes to:

  • AFIX services

  • Pricing structures

  • Platform functionality

  • Legal or regulatory requirements

  • Operational processes

Where a material change affects plumbers' rights, payment arrangements or obligations, AFIX will provide reasonable notice before the change takes effect where practicable.

Changes will not retrospectively alter the payment terms of an already accepted job unless agreed by the plumber.

Continuing to accept new AFIX jobs after updated Terms take effect constitutes acceptance of those updated Terms.

36. GOVERNING LAW

These Terms are governed by the laws applicable in South Australia, Australia.

The parties submit to the jurisdiction of courts and tribunals with jurisdiction in South Australia, subject to any rights or jurisdiction that cannot lawfully be excluded.

37. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision may be severed or limited to the extent necessary without affecting the remaining provisions.

38. ENTIRE AGREEMENT

These Terms, together with any other AFIX policies or terms expressly incorporated into them, form the agreement governing the plumber's participation in the AFIX plumber network.

Where there is an inconsistency between these Terms and specific written terms provided for a particular AFIX job, the specific job terms will apply to the extent of the inconsistency.

39. CONTACT

Questions regarding these Terms may be directed to:

AFIX
Email: admin@afixservices.co