AFIX

These Terms of Service govern your use of the AFIX website, booking platform and services.

By accessing the AFIX website, submitting a booking, making a payment or otherwise using AFIX, you agree to be bound by these Terms together with any policies referred to within them.

These Terms apply primarily to customers using AFIX. Plumbers participating in the AFIX network are also subject to the separate AFIX Plumber Service Provider Terms.

1. ABOUT AFIX

AFIX operates a plumbing service platform connecting customers with independent plumbing service providers across Adelaide, South Australia.

AFIX facilitates aspects of the service process including:

• Service bookings

• Customer and plumber communication

• Job allocation

• Service pricing

• Payment processing

• Additional work approvals

• Job administration

• Customer support

• Dispute handling

Plumbing work arranged through AFIX is physically performed by independent plumbing service providers.

AFIX does not itself perform licensed plumbing work unless expressly stated otherwise.

Nothing in these Terms limits any responsibility AFIX may have under Australian Consumer Law or any other law that cannot legally be excluded.

2. ELIGIBILITY TO USE AFIX

You must be at least 18 years old to submit a booking or enter into a service agreement through AFIX.

By making a booking, you confirm that:

• The information you provide is accurate

• You have authority to request plumbing work at the property

• You are legally capable of entering into the booking

• You will comply with these Terms

If you are not the property owner, you are responsible for ensuring that you have the owner's, landlord's, property manager's or other relevant person's authority to arrange the requested work where required.

AFIX may request confirmation of authority before certain work proceeds.

3. ACCEPTABLE USE

You must not use AFIX:

• For any unlawful or fraudulent purpose

• To provide false or misleading booking information

• To interfere with the operation or security of the platform

• To impersonate another person

• To submit fraudulent payment information

• To harass, threaten or abuse AFIX personnel or service providers

• To arrange prohibited or unlawful plumbing work

AFIX may refuse, suspend or cancel access to services where reasonably necessary because of fraud, abuse, safety concerns, repeated misuse or other serious breaches of these Terms.

4. SERVICE BOOKINGS

Customers are responsible for selecting the service that most accurately reflects the plumbing issue requiring attention.

Booking information should be as complete and accurate as reasonably possible.

Customers may be asked to provide:

• Property details

• Contact information

• A description of the plumbing issue

• Photographs

• Access information

• Relevant appliance or fixture information

• Other information reasonably necessary to understand the requested service

Submitting a booking does not guarantee that a plumber will be available.

A booking is subject to plumber availability and AFIX confirming or assigning an appropriate service provider.

If AFIX is unable to assign a plumber, the customer will be entitled to any applicable refund in accordance with the AFIX Cancellation & Refund Policy.

5. SERVICE SCOPE AND PRICING

AFIX offers services using customer-facing prices based on defined service scopes.

The price displayed for a service applies to the work included within the relevant service description.

Prices may vary depending on factors including:

• Service type

• Scope of work

• Appointment time

• After-hours requirements

• Materials

• Additional labour

• Additional work

• Service upgrades

• Unforeseen site conditions

The booked price does not automatically include work that falls outside the stated service scope.

AFIX may update pricing from time to time.

Price changes will not retrospectively change the agreed price of an already confirmed service unless the scope of work changes and the customer approves the variation.

6. BOOKING DEPOSIT

A $59 Booking Deposit is required when submitting a booking unless AFIX states otherwise.

The Booking Deposit:

• Helps secure the requested booking

• Forms part of the amount payable for the service

• Will be credited toward the customer's final invoice where the service proceeds

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

Refundability of the Booking Deposit is governed by the AFIX Cancellation & Refund Policy.

7. INSPECTION & DIAGNOSIS

Customers are responsible for providing an accurate description of the plumbing issue when booking.

Where the attending plumber determines that:

• The selected service does not reasonably correspond with the actual problem

• The cause of the problem requires investigation

• A repair cannot reasonably be identified without diagnosis

• The work falls materially outside the booked service scope

an Inspection & Diagnosis fee may apply.

Current Inspection & Diagnosis fees are:

• $110 during standard operating hours

• $160 after hours

Standard operating hours are generally 7:00am to 5:00pm, unless otherwise stated.

Where the customer chooses to proceed with an applicable AFIX repair following diagnosis, the Inspection & Diagnosis fee may be credited toward or deducted from the applicable service total where stated by AFIX.

Where work falls outside AFIX's listed services, AFIX may determine an appropriate service option or price before further work proceeds.

Customer approval is required before chargeable repair work outside the original service scope proceeds.

8. ADDITIONAL WORK AND SERVICE VARIATIONS

The attending plumber may identify additional work that was not reasonably included within the original booking.

This may include:

• Additional repairs

• Service upgrades

• Additional labour

• Replacement fixtures

• Replacement parts

• Additional materials

• Work arising from previously unidentified faults

Additional work must be communicated to the customer before it proceeds.

Where additional charges apply, the customer must approve the updated scope and price through the AFIX process or another communication method authorised by AFIX.

By approving the additional work, the customer authorises the corresponding amount to be added to the final service total.

A plumber must not perform optional chargeable work without customer approval.

An exception may apply where immediate action is reasonably necessary to make the property or plumbing system safe or prevent significant further damage. Where this occurs, only work reasonably necessary to address the immediate risk should be undertaken without prior approval, and AFIX should be notified as soon as reasonably possible.

9. ADDITIONAL LABOUR

Service descriptions may contain an estimated or standard labour allowance for the included scope.

Where work legitimately extends beyond the included service scope, additional labour charges may apply.

Where applicable, additional labour may be charged in 30-minute increments.

Additional labour may arise from:

• Additional customer-approved work

• Unforeseen complications

• Additional repairs discovered during the service

• Service upgrades

• Additional diagnostic work

• Other circumstances outside the original service scope

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

Where reasonably possible, the customer must be advised of the additional labour charge before the additional work continues.

10. MATERIALS AND REPLACEMENT PARTS

Some AFIX services may include basic or standard materials as described within the relevant service listing.

Where additional materials, parts, fixtures or components are required, their cost may be added to the final service total following customer approval.

Examples may include:

• Replacement parts

• Brand-specific components

• Fixtures or fittings

• Customer-requested upgrades

• Components required because of compatibility issues

• Materials required due to unforeseen conditions

Where reasonably practicable, customers will be informed of additional material costs before purchase or installation.

11. CUSTOMER-SUPPLIED ITEMS

Customers may provide their own fixtures, appliances or other items for installation where appropriate.

The customer is responsible for ensuring that customer-supplied products are suitable, complete and compatible.

If a customer-supplied item is:

• Incorrect

• Damaged

• Missing components

• Incompatible

• Unsafe

• Unsuitable for installation

the plumber may refuse to install it.

Additional labour, return visits or materials required because of an unsuitable customer-supplied product may result in additional charges where approved by the customer.

AFIX and the plumber are not responsible for faults inherent in customer-supplied products, except where liability arises from the installation or cannot legally be excluded.

12. PAYMENTS

AFIX uses payment methods made available through the AFIX website and Shopify.

The customer generally pays:

1. The $59 Booking Deposit when submitting the booking; and

2. The remaining balance following completion of the service.

The Booking Deposit will be credited against the final amount payable.

The final invoice may include:

• The agreed service price

• Approved additional labour

• Approved materials

• Approved service upgrades

• Approved add-ons

• Applicable after-hours charges

• Other approved variations

Unless AFIX agrees otherwise, payment of the remaining balance is due upon completion of the service.

Customers will generally receive an invoice and secure payment link for the remaining amount.

Full payment terms are contained in the AFIX Payment Terms.

13. PAYMENT AUTHORISATION

Where AFIX or its payment provider offers payment authorisation functionality, AFIX may request or obtain authorisation for amounts connected with a booking.

AFIX will not intentionally charge additional optional work that has not been approved by the customer.

Where an approved payment cannot be processed, AFIX may:

• Request an alternative payment method

• Pause additional work

• Withhold future bookings

• Take reasonable steps to recover valid outstanding amounts

Nothing in this section limits rights available to customers under Australian Consumer Law.

14. BOOKING WINDOWS

Customers select an available appointment window when making a booking.

Current booking windows may include:

• 7:00am – 10:00am

• 10:00am – 2:00pm

• 2:00pm – 5:00pm

Available windows may change from time to time.

The plumber may provide a more specific expected arrival time within the customer's booked window.

Where a more specific arrival time is provided, the plumber will make reasonable efforts to attend at that time.

Exact arrival times cannot always be guaranteed because plumbing services may be affected by previous jobs, traffic, emergencies and other unforeseen circumstances.

15. CUSTOMER ACCESS

Customers must ensure the plumber can reasonably and safely access:

• The property

• The plumbing issue

• Relevant fixtures

• Relevant rooms or external areas

• Any services reasonably necessary to complete the work

An adult aged 18 years or older must be available where required to provide access and authorise work.

The customer must provide accurate access instructions, including any relevant:

• Gate codes

• Building access information

• Parking instructions

• Keys

• Contact details

• Property instructions

Customers should also take reasonable steps to ensure that the work area is safe and accessible.

16. CUSTOMER NO-SHOWS AND FAILURE TO PROVIDE ACCESS

A customer may be treated as a no-show where the attending plumber cannot reasonably access the property or relevant work area because of circumstances within the customer's control.

This may include where:

• Nobody is available to provide access

• The customer cannot be contacted

• Required keys or access codes have not been provided

• Incorrect access instructions were supplied

• The customer refuses reasonable access

• The plumber cannot access the required work area

The plumber must make reasonable attempts to contact the customer and notify AFIX.

Where reasonably appropriate, the plumber may be required to wait for up to 30 minutes before the booking is treated as a no-show.

Where the plumber has attended, travelled to the appointment or otherwise committed their time to the booking and the service cannot proceed because the customer failed to provide reasonable access, the booking may be treated as a cancellation within the scheduled appointment period.

In those circumstances, a cancellation or no-show fee of up to 50% of the booked service price may apply.

The $59 Booking Deposit will be credited toward that fee and will not be charged in addition to it.

A new booking and Booking Deposit may be required if the customer wishes to reschedule.

AFIX may consider exceptional circumstances on a case-by-case basis.

A customer will not be charged a no-show fee where the failure to access the property occurred because:

• The plumber attended the wrong property

• The plumber attended materially outside the agreed booking arrangements without reasonable notice

• AFIX provided incorrect information

• The access failure was otherwise caused by AFIX or the attending plumber

17. CUSTOMER CANCELLATIONS

Customer cancellations are subject to the AFIX Cancellation & Refund Policy.

Unless otherwise stated:

• More than 4 hours before the scheduled appointment: Full refund

• Less than 4 hours before the scheduled appointment: A cancellation fee of up to 25% may apply

• Once the scheduled appointment window has commenced: A cancellation fee of up to 50% may apply

These fees are intended to reasonably account for reserved plumber time, travel planning, job allocation and lost opportunities to perform other work.

The Booking Deposit will be credited toward any applicable cancellation fee rather than charged in addition to it.

Exceptional circumstances may be reviewed by AFIX.

18. PLUMBER CANCELLATIONS

If an assigned plumber becomes unable to attend, AFIX will take reasonable steps to:

• Notify the customer

• Reassign the booking

• Offer an alternative appointment

• Provide an appropriate refund where AFIX cannot provide the booked service

Customers will not be charged a cancellation fee where the cancellation is caused by AFIX or the assigned plumber.

19. LATE ARRIVALS

AFIX aims to have plumbers attend within the selected booking window.

Delays may occur because of circumstances including:

• Previous jobs taking longer than expected

• Emergency plumbing work

• Traffic

• Road closures

• Weather

• Accidents

• Other unforeseen events

Where a plumber expects to be significantly delayed, AFIX or the plumber should notify the customer as soon as reasonably possible.

Where a plumber cannot attend within the scheduled window, AFIX may:

• Arrange another plumber

• Reschedule the service

• Offer an appropriate refund

• Provide another reasonable remedy

AFIX will consider the circumstances of any delay when determining an appropriate response.

20. UNSAFE WORK CONDITIONS

Plumbers may refuse to commence or continue work where they reasonably believe that:

• The work environment is unsafe

• The requested work would be unlawful

• The work falls outside their licence or competency

• The conditions create an unacceptable risk to people or property

• Required access or safety conditions have not been provided

Where the plumber attends but cannot reasonably complete the service because of an unsafe condition outside the plumber's control, an applicable Inspection & Diagnosis fee may apply.

No charge for work that was not performed will be imposed merely because the plumber refused unsafe or unlawful work.

Customers may arrange another booking after the unsafe condition has been resolved.

If AFIX determines that the refusal was unreasonable, AFIX may arrange another service provider or provide another appropriate remedy.

21. SERVICE COMPLETION

Following a service, the plumber must submit required completion information to AFIX.

This may include:

• Before and after photographs

• Arrival and completion times

• Details of work performed

• Materials used

• Additional work

• Receipts

• Other relevant job records

AFIX may contact the customer following completion of the service.

Customers should notify AFIX of any immediate concern 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.

Administrative completion does not mean that the customer permanently accepts the workmanship or gives up any rights under:

• The AFIX Service Guarantee

• Australian Consumer Law

• Any other right that cannot legally be excluded

22. OUTSTANDING PAYMENTS

Payment of the final invoice is due upon completion unless AFIX states otherwise.

AFIX may issue payment reminders where an amount remains outstanding.

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

If payment remains outstanding fourteen (14) days after completion and no genuine unresolved dispute exists, AFIX may:

• Restrict future bookings

• Restrict bookings associated with the relevant service address

• Refer the matter to a debt recovery provider

• Take other lawful steps to recover the amount owing

Reasonable debt recovery costs will only be passed on where permitted by law and appropriately disclosed.

23. SERVICE GUARANTEE

AFIX provides a 7-day service review period for customers to promptly report concerns relating to completed work.

During this period, AFIX may:

• Review the complaint

• Request photographs or further information

• Consult the attending plumber

• Arrange a follow-up inspection

• Request reasonable rectification

• Arrange another plumber where appropriate

• Provide a partial or full refund where appropriate

The 7-day service review period is an additional AFIX process and does not replace or limit rights available under Australian Consumer Law.

A claim will not automatically be rejected merely because it is reported after seven days where the customer has legal rights that continue beyond that period.

24. WORKMANSHIP CONCERNS

Plumbing work must be performed with due care and skill and in accordance with applicable legal requirements.

Where a customer believes work is incomplete, defective or otherwise unsatisfactory, they should notify AFIX as soon as reasonably possible.

AFIX may request that the original plumber be given a reasonable opportunity to inspect or rectify the issue where appropriate.

The customer should not arrange unnecessary third-party rectification before AFIX has had a reasonable opportunity to investigate, except where:

• Emergency work is required

• There is an immediate safety risk

• Further property damage is likely

• It would otherwise be unreasonable to wait

AFIX may request reasonable supporting evidence where emergency third-party work is undertaken.

25. DISPUTE RESOLUTION

Where a customer disputes a service, charge or workmanship outcome, AFIX will review the matter reasonably and may consider:

• Booking information

• Service descriptions

• Customer communications

• Plumber communications

• Before and after photographs

• Material receipts

• Arrival and completion information

• Customer approvals

• Other relevant evidence

AFIX may take steps including:

• Requesting additional information

• Arranging rectification

• Arranging another inspection

• Adjusting an invoice

• Issuing a refund or partial refund

• Rejecting a claim where there are reasonable grounds to do so

Customers and plumbers are expected to cooperate reasonably with the investigation.

AFIX will aim to resolve disputes fairly and within a reasonable timeframe.

Nothing in this section prevents a customer from exercising rights available under Australian Consumer Law or contacting an appropriate regulator or dispute resolution body.

26. REFUNDS

Refunds are governed by the AFIX Cancellation & Refund Policy and applicable Australian Consumer Law.

Refunds may be available where:

• AFIX cannot provide the booked service

• A service is not provided as agreed

• A customer validly cancels within an eligible period

• A service failure gives rise to a refund or other remedy under Australian Consumer Law

• AFIX otherwise determines that a refund is appropriate

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

Bank and payment-provider processing times may affect how long a refund takes to appear.

27. AUSTRALIAN CONSUMER LAW

AFIX services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.

Where the Australian Consumer Law provides a customer with a right or remedy that is inconsistent with these Terms, the customer's statutory rights prevail.

28. LIABILITY

Plumbing services arranged through AFIX are physically performed by independent plumbing service providers.

The attending plumber remains responsible for performing the plumbing work professionally, safely and lawfully.

Where loss, damage or a workmanship issue occurs, responsibility will be assessed having regard to:

• Who caused the issue

• The nature of the service

• Applicable law

• Australian Consumer Law

• Relevant insurance

• The circumstances of the incident

AFIX does not exclude liability where liability cannot legally be excluded.

To the maximum extent permitted by law, AFIX is not responsible for loss caused solely by:

• Customer misuse

• False or materially inaccurate customer information

• Pre-existing defects unrelated to the booked work

• Defective customer-supplied products

• Events outside AFIX's reasonable control

To the maximum extent permitted by law, AFIX will not be liable for indirect or consequential loss that was not reasonably foreseeable as a result of AFIX's conduct.

Nothing in this section limits any non-excludable statutory right.

29. PROPERTY DAMAGE AND INCIDENTS

Customers should notify AFIX promptly if they believe property damage occurred during an AFIX service.

AFIX may request:

• Photographs

• Videos

• Details of the alleged damage

• Information from the attending plumber

• Other evidence reasonably necessary to investigate

The attending plumber must report significant incidents to AFIX.

Responsibility will be assessed based on the available evidence and applicable law.

Customers should take reasonable steps to prevent further damage where safe to do so.

30. CUSTOMER CONDUCT

Customers must treat plumbers and AFIX personnel respectfully.

AFIX may suspend, terminate or refuse services where a customer engages in:

• Threatening behaviour

• Harassment

• Abuse

• Violence

• Discriminatory conduct

• Unsafe conduct

• Fraud

• Repeated unreasonable interference with service delivery

A plumber may leave a property immediately where they reasonably believe they are at risk.

Any payment or cancellation consequences will be assessed having regard to the circumstances.

31. OFF-PLATFORM PAYMENTS AND CIRCUMVENTION

All payments relating to an active AFIX booking must be processed through AFIX unless AFIX expressly approves otherwise.

Customers must not knowingly arrange with an AFIX plumber to move an active AFIX booking, additional work or payment off the platform for the purpose of avoiding AFIX's booking or payment process.

Plumbers are separately prohibited from soliciting or accepting off-platform payment for active AFIX jobs under the AFIX Plumber Service Provider Terms.

Nothing in this section prevents a plumber from operating an independent business or a customer from engaging other service providers independently where the engagement is unrelated to an active AFIX booking.

32. COMMUNICATIONS

By using AFIX, customers acknowledge that AFIX may contact them regarding their booking by:

• Phone

• SMS

• Email

This may include:

• Booking confirmations

• Plumber assignment

• Appointment information

• Arrival updates

• Additional work approvals

• Payment information

• Completion notifications

• Customer support

• Service feedback

Marketing communications are governed by the AFIX Privacy Policy and may be opted out of where applicable.

33. PRIVACY

AFIX collects and handles personal information in accordance with the AFIX Privacy Policy.

Information may be shared with an assigned plumber and relevant service providers where reasonably necessary to arrange and provide AFIX services.

Customers should review the AFIX Privacy Policy before submitting personal information.

34. THIRD-PARTY SERVICES

AFIX uses third-party providers to operate parts of its platform.

These may include providers of:

• Website services

• Payment processing

• Forms

• Communications

• Cloud infrastructure

• Other technology services

AFIX is not responsible for independent third-party services outside AFIX's reasonable control, except to the extent responsibility cannot legally be excluded.

35. WEBSITE INFORMATION

AFIX aims to keep information on its website accurate and current.

However, service descriptions, availability, estimated durations and other information may occasionally contain errors or require updates.

AFIX may correct genuine errors where reasonably necessary.

If an error materially affects an existing booking, AFIX will notify the customer and provide an appropriate opportunity to accept the corrected arrangement or cancel where appropriate.

36. INTELLECTUAL PROPERTY

Unless otherwise stated, content appearing on the AFIX website, including:

• Text

• Branding

• Logos

• Graphics

• Service descriptions

• Website design

• Original photographs

• Other AFIX-created content

is owned by or licensed to AFIX.

Content may not be copied, reproduced, distributed or commercially exploited without permission except where permitted by law.

37. FORCE MAJEURE AND EVENTS OUTSIDE REASONABLE CONTROL

AFIX and plumbers may occasionally be prevented or delayed from providing services because of events outside their reasonable control.

These may include:

• Severe weather

• Natural disasters

• Major traffic incidents

• Road closures

• Emergency events

• Government restrictions

• Major telecommunications failures

• Other comparable unforeseen circumstances

Where this occurs, AFIX will take reasonable steps to communicate with affected customers and arrange an appropriate alternative where possible.

38. SUSPENSION OR REFUSAL OF SERVICE

AFIX may reasonably decline, cancel or suspend a booking where:

• The requested work is unsafe or unlawful

• No suitably qualified plumber is available

• The customer has provided materially false information

• Fraud is suspected

• Required payment cannot be obtained

• The customer has serious unresolved overdue amounts

• The customer has engaged in threatening or abusive conduct

• The property presents an unreasonable safety risk

• Providing the service would breach law or licensing requirements

Where AFIX cancels a booking for reasons not caused by the customer, an appropriate refund will be provided.

39. CHANGES TO AFIX SERVICES

AFIX may change, introduce, remove or modify platform features, booking processes and service offerings from time to time.

Changes will not retrospectively alter an already agreed service without appropriate customer notice and agreement where required.

40. CHANGES TO THESE TERMS

AFIX may update these Terms from time to time to reflect changes to:

• Services

• Business operations

• Technology

• Pricing processes

• Legal requirements

• AFIX policies

The current version will be published on the AFIX website.

Where a material change affects an existing booking, the version of the Terms applicable when the booking was made will generally continue to apply to that booking unless the change is required by law or otherwise agreed.

41. SEVERABILITY

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

42. NO WAIVER

If AFIX does not immediately enforce a provision of these Terms, that does not mean AFIX permanently waives its right to enforce that provision in the future.

43. 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.

44. RELATED AFIX POLICIES

These Terms should be read together with the following AFIX policies where applicable:

• AFIX Privacy Policy

• AFIX Payment Terms

• AFIX Cancellation & Refund Policy

• AFIX Plumber Service Provider Terms

• Any applicable AFIX Service Guarantee terms

Where a specific policy deals with a particular issue in greater detail, that policy applies together with these Terms.

Nothing in an AFIX policy limits any right that cannot legally be excluded under Australian law.

45. CONTACT INFORMATION

For questions regarding these Terms, bookings, payments or AFIX services, contact:

AFIX

Email: admin@afixservices.co