Terms of Service

OVERVIEW

This website is operated by AFIX. Throughout the site, the terms “we”, “us” and “our” refer to AFIX. AFIX offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/or booking a service, you engage in our “Service” and agree to be bound by the following Terms of Service (“Terms”), including additional policies referenced herein.

These Terms apply to all users of the site, including customers and service providers.

SECTION 1 – PLATFORM ROLE 

AFIX is a platform that connects homeowners with independent, verified plumbers across Adelaide, South Australia.

AFIX does not directly perform plumbing work. All services are carried out by independent contractors.

AFIX facilitates:

  • Booking
  • Payment processing
  • Job coordination

AFIX is NOT responsible for the physical execution of plumbing services.

SECTION 2 – ONLINE STORE TERMS

By using this site, you confirm that you are at least the age of majority in your jurisdiction.

You agree not to use the service for any unlawful or unauthorised purpose. 

SECTION 3 – GENERAL CONDITIONS

We reserve the right to refuse service to anyone at any time.

We may modify or discontinue any part of the Service without notice if required.

SECTION 4 – SERVICES & PRICING

AFIX provides fixed-price plumbing services.

All listed prices represent minimum service prices based on standard job scopes.

Additional Work

If additional work is required:

  • Plumber must submit a request through AFIX
  • Customer must approve before work continues
  • Final cost may increase accordingly

Job Accuracy & Inspection & Diagnosis Fees

Customers are required to provide an accurate description of the issue when booking a service.

If, upon inspection, the plumber determines that the issue differs from the selected service:

  • An inspection & diagnosis fee will apply, and
  • The plumber will provide a revised scope of work based on AFIX service pricing

Inspection & diagnosis fees are as follows:

  • $110 — Standard hours (8:00am – 8:00pm)
  • $160 — After-hours (after 8:00pm)

If the required work falls outside of AFIX’s listed services:

  • The plumber must submit a request through AFIX
  • AFIX will determine or approve the appropriate pricing
  • Customer approval is required before any work proceeds

Service Upgrades and Additional Charges

AFIX services are priced based on the information provided at the time of booking. Where the scope of work changes following on-site assessment, additional work, labour, materials, replacement parts, or upgraded services may be required to complete the job.

Any variation to the original booked service must be approved by the customer before additional work is carried out. By approving a service upgrade, variation, or add-on, the customer authorises AFIX to update the final service price accordingly.

AFIX may place a temporary pre-authorisation hold on the customer’s nominated payment method for the initial booked service amount at the time of booking. Where approved upgrades, variations, additional labour, or materials are added during the service, the final amount payable may exceed the original pre-authorised amount.

The customer’s payment method will be charged the final approved amount upon completion of the service, including any authorised upgrades, additional labour, materials, replacement fixtures, or add-on services.

AFIX reserves the right to decline or suspend services where payment authorisation cannot be obtained or where approved additional charges cannot be processed successfully.

Additional Labour Time

Service durations listed within AFIX service descriptions are estimated standard time allowances for the included scope of work only.

Where the total time from plumber arrival to job completion exceeds the stated service duration, additional labour charges may apply in 30-minute increments through the AFIX add-on process.

Additional labour time begins accruing once the included service time allowance has been exceeded, regardless of whether delays arise from:

  • additional approved work;
  • unforeseen complications;
  • sourcing required materials or replacement parts;
  • service upgrades; or
  • complexities discovered during the job.

All additional labour charges must be submitted through the AFIX platform and approved by the customer before final processing of payment. Once approved, the additional labour charges will be added to the final service total.

SECTION 5 – PAYMENTS

Customers are charged at the time of booking.

Funds are held securely and released after:

  • Job completion
  • Photo proof submission
  • Customer approval (within 24 hours)

Plumbers are paid weekly or may request a payout 48 hours after a job completion for a $3 fee.

SECTION 6 – BOOKINGS & TIME WINDOWS

Bookings are scheduled in the following time windows:

  • 8:00am – 12:00pm
  • 12:00pm – 4:00pm
  • 4:00pm – 8:00pm

Plumbers may arrive at any time within the selected window. Exact arrival times are not guaranteed.

Customers must provide accurate job details and unsure safe and clear access to the property. An individual aged 18 years or older must be present during the booking window.

Customer Unavailable / No Access

Customers must ensure they are available during their selected arrival window and that the plumber can safely access the property.

If the plumber arrives within the scheduled arrival window and is unable to gain access after making reasonable attempts to contact the customer and waiting for up to 30 minutes, the booking will be considered a Customer No-Show.

In these circumstances:

  • the booking deposit is non-refundable
  • the plumber will be paid the deposit for attendance
  • any further appointment will require a new booking and deposit.

I think this policy is very defensible and aligns with how many trade businesses operate. The only exception I'd include is if the customer can clearly show the plumber arrived at the wrong address or significantly outside the agreed arrival window—in those cases, the customer shouldn't be penalized.

If job details are inaccurate or incomplete, this may result in delays, additional costs, or the need to reschedule the service.

AFIX reserves the right to adjust booking times or reschedule where necessary. Customers will be notified of any significant delays.

SECTION 7 – CANCELLATIONS

Customers may cancel up to 4 hours before the beginning of the scheduled booking timeframe.

Cancellations within 4 hours incur a 25% cancellation fee.

Cancellations within the scheduled booking (4hr timeframe) incurs a 50% cancellation fee.

These fees are in place to account for time reserved by the assigned plumber, including travel planning, job allocation, and lost opportunities to accept other work during that period. Providing notice in advance allows plumbers to reallocate their time and minimise disruption.

If a plumber cancels:

  • AFIX will reassign the job
  • Customer will be notified promptly
  • Customer may receive priority booking on future services

 

Unsafe Work Conditions

Plumbers may refuse to commence or continue work where they reasonably believe the work environment is unsafe or poses a risk to their health, safety, or property.

If a plumber attends the property but is genuinely unable to complete the work due to unsafe conditions beyond their control, the customer will be charged the applicable Inspection & Diagnosis (I&D) fee only. No additional charges for the proposed work will apply. Customers may arrange a new booking once the safety issue has been resolved.

If AFIX determines that a plumber unreasonably refused to carry out the work, AFIX may arrange an alternative plumber or provide an appropriate remedy to the customer.

SECTION 8 – LATE ARRIVALS

AFIX aims to ensure plumbers arrive within the selected arrival window. While every effort is made to meet scheduled timeframes, delays may occasionally occur due to emergency call-outs, traffic, weather, or other unforeseen circumstances.

If a plumber anticipates arriving later than the scheduled arrival window, they are expected to notify AFIX or the customer as soon as reasonably possible.

Where a plumber fails to attend within the agreed arrival window without reasonable notice, AFIX may, at its sole discretion, provide an appropriate remedy. This may include rescheduling the booking, assigning an alternative plumber, refunding the booking deposit where applicable, or offering an AFIX account credit.

Repeated instances of unjustified late attendance or failure to communicate may result in disciplinary action against the plumber, including reduced booking priority, temporary suspension, or removal from the AFIX platform.

AFIX is not responsible for delays caused by circumstances beyond the reasonable control of AFIX or the attending plumber, including but not limited to emergency plumbing situations, severe weather, road closures, accidents, or other unforeseen events.

SECTION 9 – SERVICE COMPLETION

Plumbers must submit photo proof of completed work.

Customers have 24 hours to confirm completion.

If no response is received within this period, the job may be automatically marked as complete.

If the customer dissaproves of the work completed by the plumber, they are provided with a dispute form, then refer to Section 11 - Dispute Resolution. 

If payment remains outstanding after the due date, AFIX may issue payment reminders. If payment is not received within 14 days and no genuine dispute has been raised, AFIX reserves the right to commence debt recovery proceedings or take other lawful steps to recover the outstanding amount. Any reasonable costs incurred in recovering overdue amounts may be recoverable to the extent permitted by applicable law.

SECTION 10 – SERVICE GUARANTEE 

AFIX offers a limited service review period of 7 days from job completion.

If issues arise:

  • AFIX may assess the situation
  • Arrange a follow-up inspection
  • Request rectification work
  • Provide a partial refund where appropriate

Claims outside this period may not be accepted.

SECTION 11 – DISPUTE RESOLUTION

In the event of a dispute:

AFIX will review:

  • Job details
  • Photo evidence
  • Communication records

AFIX reserves the right to make a final determination on disputes, including:

  • Requiring rectification
  • Issuing partial refunds
  • Rejecting claims where appropriate

SECTION 12 – LIMITATION OF LIABILITY

AFIX is not liable for:

  • Workmanship issues
  • Property damage
  • Service outcomes

These remain the responsibility of the independent plumber.

To the maximum extent permitted by law, AFIX shall not be liable for any indirect or consequential damages.

SECTION 13 – PROHIBITED USES

You may not:

  • Use the platform unlawfully
  • Provide false information
  • Interfere with the system

SECTION 14 – OFF-PLATFORM ENGAGEMENT

Customers and plumbers agree that all:

  • Job requests
  • Additional work
  • Payments

must be conducted through the AFIX platform.

Plumbers must not solicit or accept off-platform work from AFIX customers related to bookings made through AFIX.

SECTION 15 – PRIVACY

Your submission of personal information is governed by our Privacy Policy.

SECTION 16 – GOVERNING LAW

These Terms are governed by the laws of South Australia, Australia.

SECTION 17 – CHANGES TO TERMS

AFIX reserves the right to update these Terms at any time.

SECTION 18 – CONTACT INFORMATION

For any questions, please contact us via our website.