Privacy, terms and website use

• Contact details: your name, phone number and email address.
• Job details: the property address or suburb, what has gone wrong, access instructions, and whether you are a homeowner, tenant, property manager, builder, plumbing company, insurer or restorer.
• Your location, only if you choose to share it: if you tap "Use my location" on our booking form, your device shares its coordinates with us. We use them to fill in your suburb and include them in your booking so we can find you. You can type your suburb instead.
• Job photos and notes: these show the plumbing and the property, and sometimes belongings or people in the frame.
• Billing details: invoices, payments and, for business clients, billing contacts. Card payments are handled by our payment provider, and we do not store full card numbers.
• Messages: emails, texts and notes we make during phone calls.
• Other people's details: for example, a tenant's name and number sent to us by a property manager. If you give us someone else's details, please let them know.

Our website does not use cookies, analytics or advertising trackers. Our website host keeps basic technical logs (such as IP address, browser type and pages requested) to keep the site secure and running.

Mostly directly from you: by phone, through the booking form on our website, by email or text, and on site. We also receive details from the people who send us jobs, such as property and strata managers, landlords, builders, plumbing companies, insurers and restoration companies.

• To respond to your callout or booking and get to you.
• To quote, carry out the work and report back, including job notes and photos.
• To invoice you, take payment and apply the $50 online booking discount.
• To send job reports to whoever engaged us, such as your property manager, landlord or insurer.
• To meet our legal obligations, such as tax records, licensing, and lodging compliance paperwork for plumbing, drainage and gas work with regulators and utilities.
• To handle warranty claims, complaints and disputes.
• To improve our service.

We only send you marketing (such as offers or reminders to service your water filter) if you have agreed to it. Every marketing message includes a way to unsubscribe.

We never sell your personal information. We share it only as needed to do the job, run our business or comply with the law.

• Our website and email providers (Vercel, Resend and Google), which handle your booking and our emails.
• OpenStreetMap, which receives your location only if you tap "Use my location", to look up your suburb.
• Xero, our accounting software, for quotes and invoices.
• The person or company that engaged us, such as your property manager, landlord or insurer.
• Other licensed tradespeople we bring in to help on your job.
• Regulators, utilities and our advisers (such as our accountant, lawyer or insurer), where needed.

Some of the providers above store information outside Australia, mainly in the United States, the United Kingdom and Europe. We use established providers and take reasonable steps to make sure they protect your information. Overseas laws may give different protections from Australian law.

We do not use computer programs to make decisions about you that significantly affect your rights or interests. Our booking form only checks that your phone number and email look valid and suggests your suburb from your location. A person at Zedpro Plumbing makes every decision about your job.

We keep your information in password-protected accounts with reputable providers, and only people who need it for your job can see it. If a data breach is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner (OAIC) as the law requires.

We keep job, quote and invoice records for at least five years to meet tax and business record-keeping rules. Enquiries that do not become a job are deleted after 24 months. When we no longer need information, we delete it or remove anything that identifies you.

You can ask to see the personal information we hold about you, ask us to correct it, or ask us to delete it. Contact us using the details below. We will respond within 30 days. Access is usually free. If we cannot give you access or make a change, for example because we must keep tax records, we will explain why in writing.

If you are unhappy with how we have handled your personal information, contact us first and we will respond within 30 days. If you are not satisfied with our response, you can complain to the OAIC at oaic.gov.au or on 1300 363 992.

Zedpro Plumbing Pty Ltd, ABN 16 684 594 509

• Phone: 0416 292 731
• Email: zedproplumbing@gmail.com

We may update this policy from time to time. The latest version will always be on our website, with the date it was last updated.

We hold NSW Fair Trading contractor licence 463746C. Gas work is carried out by a licensed gasfitter. We are fully insured, and we can show you our licence and insurance details on request.

• You can book by phone or through the booking form on our website. For an emergency, calling is fastest.
• When you book, we will give you an estimated arrival time. Traffic and other emergencies can affect it, and we will keep you updated.
• We prioritise jobs where there is a risk to people's safety or serious damage to property.
• If anyone is in danger, call 000 first. For a suspected gas leak, also call the gas emergency line on 131 909.

We tell you our callout fee and rates before we come out. Before any work beyond the callout and diagnosis, we will give you a price and get your OK.

• All prices include GST.
• A fixed quote is the price you pay for the work described. An estimate is our best guess, and we will tell you before it is exceeded.
• If we find something unexpected, we stop and talk to you before doing extra work at extra cost. The only exception is the make-safe work in section 4.
• Written quotes are valid for 30 days.
• We do not charge a surcharge for paying by card.

In an emergency, our first job is to stop the damage. This may mean turning off water or gas, capping or clamping a pipe, or isolating a hot water system. Where we can, we tell you the cost before we start. If we cannot reach you or the person who engaged us, and there is an immediate risk to people or property, you authorise us to do the minimum work needed to make the property safe, at our standard rates.

• Jobs booked through the booking form on our website get $50 off the final invoice.
• One discount per job. It cannot be combined with other offers.
• It applies to chargeable work we complete, and cannot be exchanged for cash.

• Give us safe access to the property and the work area, and secure any pets.
• Tell us about any hazards you know of, such as asbestos, damaged electrics, or previous problems with the plumbing.
• Make sure you have authority to approve the work. If you are a tenant, we need approval from your landlord or agent, unless it is an urgent repair the law allows you to arrange.
• Move valuables and furniture away from the work area where you can.

• Homeowners and tenants: payment is due when the job is finished, unless we agree otherwise in writing.
• Account customers: payment is due within 14 days of the invoice date.
• You can pay by card or bank transfer.
• Parts and materials stay our property until the invoice is paid in full.
• If an invoice is overdue, we may charge the reasonable costs of recovering it.

For larger work on homes, the Home Building Act 1989 (NSW) requires a written contract. In NSW, that means a written contract for residential work over $5,000 (including GST). Work over $20,000 needs a more detailed contract, home building compensation insurance, and a five business day cooling-off period. Deposits are capped at 10%. If your job needs one of these contracts, we will give it to you to sign before work starts.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

On top of those rights:

• Lifetime workmanship warranty: if work we did fails because of faulty workmanship, we will come back and fix it at no charge, for as long as you own the property.
• Parts and appliances also come with the manufacturer's warranty, which we pass on to you.
• The statutory warranties in the Home Building Act 1989 (NSW) also apply to residential building work.

To make a claim, call or email us with your invoice number and a description of the problem. Our workmanship warranty does not cover:

• normal wear and tear, or parts that wear out with use (such as washers, cartridges and filter elements);
• damage caused by misuse, accidents, or work by someone else after us;
• new blockages caused by things put down the drain or by tree roots growing back after we clear them;
• existing parts of your system that we did not work on.

Old or damaged pipes and fittings can break when they are worked on, even with care. Where we can see a risk, we will tell you before we start. We are not responsible for defects that existed before we arrived. We are responsible for loss or damage caused by our own negligence, or where the Australian Consumer Law makes us responsible.

Except for your rights under the Australian Consumer Law and our responsibility for our own negligence, we are not liable for loss that was not reasonably foreseeable, or for delays or loss caused by things outside our reasonable control.

• You can cancel at no charge before we are on our way.
• If you cancel after we are on our way or once we have arrived, the callout fee applies.
• For contracts over $20,000, you also have the cooling-off rights in section 8.

These extra terms apply when a business engages us.

• The business that engages us is responsible for paying us, unless we agree otherwise in writing before the job.
• If you engage us as an agent for an owner, you confirm that you are authorised to approve work on the owner's behalf.
• We send job notes, photos and reports to the business that engaged us. You are responsible for passing on any information the owner, tenant or insured person needs.
• Where we work under your brand or process as a subcontractor, any written subcontract between us applies first.

If you are not happy with our work, call or email us first so we can put it right. If we cannot resolve it, you can contact NSW Fair Trading for free help to resolve the dispute. You can also apply to the NSW Civil and Administrative Tribunal (NCAT).

The "What to do while we're on the way" steps on our website are general safety guidance only. Do not take any step that puts you or anyone else at risk. If anyone is in danger, call 000.

We handle your personal information as set out in our Privacy Policy.

These terms are governed by the laws of New South Wales. We may update these terms from time to time. The version on our website when you book is the one that applies to your job.

These terms cover your use of zedproplumbing.com, including its booking form (the "website"). By using the website, you agree to these terms and our Privacy Policy. If you don't agree, please don't use the website. Plumbing work itself is covered by our Terms & Conditions, any quote or written contract we give you, and the Australian Consumer Law.

Zedpro Plumbing Pty Ltd (ABN 16 684 594 509) is a 24/7 emergency plumbing business serving the Sydney metro area. We handle plumbing, drainage, gas, hot water, water filtration and pipe relining. We hold NSW Fair Trading contractor licence 463746C and are fully insured.

• Everything on the website is general information. It does not replace a licensed plumber looking at your problem.
• The "What to do while we're on the way" steps are general safety guidance. Don't take any step that puts you or anyone else at risk. If anyone is in danger, call 000.
• Offers and service areas shown on the website can change. The price for your job is the one we agree with you before we start work.
• Nothing on the website is legal, insurance or strata advice.

• Sending the booking form is a request for service, not a confirmed booking. Your booking is confirmed when we contact you to arrange it.
• For an emergency, call us on 0416 292 731. Calling is always fastest.
• When you send a request, you confirm that your details are correct and that you are 18 or over. You also confirm that you are the owner, occupier or tenant of the property, or are authorised to act for them.

You must not:

• use the website for anything unlawful;
• send fake, prank or misleading bookings;
• try to hack, access or disrupt the website or the systems behind it;
• use bots or scrapers, or copy data from the website in bulk;
• pretend to be Zedpro Plumbing, our team or anyone else;
• use our name, logo or content for your own business without our written permission.

We may block access to anyone who breaks these rules.

The Zedpro Plumbing name and logo, and the website's text, photos, design and code, belong to us or the people who license them to us. You can view and print pages for your own personal use. You need our written permission for anything else.

Reviews on the website describe individual customers' experiences, and don't guarantee the same result on every job. If you send us a review, photo or comment, you let us use it in our marketing for free. We'll show only your first name and suburb unless you agree to more. You confirm it's your own honest opinion and doesn't break anyone else's rights.

The website links to other sites, such as the ABN Lookup and the NSW Fair Trading licence register. We don't control those sites and aren't responsible for their content or how they handle your information.

We try to keep the website running at all times, but we can't guarantee it will always be available or error-free. We may change or remove parts of it at any time.

Nothing in these terms limits your rights under the Australian Consumer Law. Otherwise, to the extent the law allows, we aren't liable for loss caused by the website being unavailable, or by relying on its general information instead of getting a plumber to look at the problem.

We handle any personal information you give us through the website as set out in our Privacy Policy. The website doesn't use cookies or tracking for advertising or analytics.

We may update these terms from time to time. The current version, with its last updated date, is always on our website.

These terms are governed by the laws of New South Wales.

Zedpro Plumbing Pty Ltd, ABN 16 684 594 509

• Phone: 0416 292 731
• Email: zedproplumbing@gmail.com
• Service area: Sydney metro, 24 hours, 7 days