1. About these terms

These terms apply whenever you ask Portobello Plumbing Co (“we”, “us” or “our”) to provide goods or services to you (“you” or “the customer”).

You accept them when you accept a quote or estimate, book a job, ask us to order materials, or allow work to begin. If you arrange work for somebody else, you confirm that you have authority to do so. The person who books the work remains responsible for payment unless we agree otherwise in writing.

2. What we do

We provide plumbing, drainage, hot-water, roofing, spouting, downpipe, water-treatment and property-inspection services across Auckland. We carry out our work with reasonable care and skill and in line with applicable laws, consents and industry requirements.

Our usual hours are Monday to Friday, 8:30am–5:00pm, excluding public holidays. We do not currently offer out-of-hours work as a standard service.

3. Call-out and labour charges

Unless a fixed quote or another written arrangement applies:

• Call-out — $130 plus GST. This applies to each attendance and includes travel to the property and the first 30 minutes on site.
• Additional labour — $100 plus GST per hour. Time after the first 30 minutes is billed in 15-minute increments.

A call-out does not apply where a return visit is solely to remedy a defect covered by our workmanship warranty. Parking, tolls, delivery, specialist and similar job-specific costs may be charged separately.

4. Estimates, quotes and charge-up work

Unless we clearly describe a price as a fixed quote, it is an estimate only. An estimate is our best indication of likely cost based on the information available at the time.

Charge-up work is billed using the actual time spent, materials supplied and applicable job costs. A fixed quote covers only the work described in it and is valid for 30 days unless stated otherwise.

Pricing assumes reasonable access, accurate information, ordinary site conditions and no concealed defects or hazardous materials.

5. Materials

Materials are supplied at our standard selling price, which may differ from the merchant's price. Our price may include selecting, sourcing, ordering, collecting, transporting and handling the product, as well as stockholding and warranty administration.

Parts, fixtures, appliances and consumables are additional unless included in a fixed quote. Special-order or custom items may need to be paid for in full before ordering and may not be returnable.

6. Deposits

Where materials for a quoted job are expected to exceed $1,000 plus GST, we may require a deposit equal to 50% of their estimated value before ordering them or scheduling the work.

If a job changes or is cancelled after materials are ordered, the deposit may be applied to non-returnable items, supplier charges, delivery costs and work already completed. Any remaining balance will be returned.

7. Customer-supplied products

Products you supply must be suitable, compliant, complete and compatible with the existing system. We may decline to install anything we reasonably consider unsafe or unsuitable.

Our workmanship warranty covers our installation, not a fault or incompatibility in a customer-supplied product. Extra time spent removing, adapting or replacing one is chargeable.

8. Variations and unexpected work

Work outside the agreed scope is a variation. This includes extra work you request and work arising from concealed damage, consent requirements, unavailable products, hazardous materials or unexpected site conditions.

We will explain the issue and seek approval before continuing where practical. Approval may be given verbally, by text or by email. Variations are charged separately and may affect the completion date. We may carry out limited urgent work without prior approval where reasonably necessary to prevent injury or immediate property damage.

9. Consents

You are responsible for obtaining any consent or other authority needed for the work unless we agree to arrange it. If a required consent has not been obtained, we may pause the work or apply for it as your agent and at your expense.

Council fees, design work, inspections and compliance documentation are additional unless included in our quote. Residential building work costing $30,000 or more including GST requires a separate written contract and prescribed disclosures under the Building Act 2004.

10. Access and site safety

You must provide safe and reasonable access, including keys, gates, alarms, workspace and parking information. Please move valuable or fragile belongings and keep children, visitors and animals away from the work area.

Tell us about known hazards, asbestos, unusual services, previous repairs and anything else that may affect the job. We may stop or postpone work where the site is unsafe. Specialist testing, removal or safety equipment is chargeable.

11. Underground services

Before we dig, drill or cut, please let us know about any underground or concealed services you're aware of — things like power, gas, water, drainage, irrigation, telephone and fibre — and mark them if you can. That helps us avoid damaging them.

We will take reasonable care, but plans and markings are often only indicative. Where a service was not disclosed, accurately shown or reasonably discoverable, we are not responsible for resulting repair costs, to the extent permitted by law. This does not apply where the damage was caused by our negligence or failure to take reasonable precautions.

12. Existing and concealed defects

Older pipes, valves, fixtures, roofing and building materials may be worn, corroded or close to failure. Testing or disturbing one part of a system can reveal an unrelated existing fault elsewhere.

We are not responsible for an existing or concealed defect that becomes apparent while we work, provided it was not caused by our failure to exercise reasonable care and skill. Repairing it is additional work.

13. Care of your property

We will take reasonable care around your home, furniture and fittings. Existing locks, drawers, tiles, cabinetry, plastics and other items can sometimes fail during ordinary careful use because they are worn, brittle, defective or poorly installed.

Where we have acted with reasonable care and skill, we are not responsible for that existing failure. We will let you know promptly and discuss the available options. This does not excuse negligence or deliberate damage.

Unless agreed, our work does not include painting, plastering, flooring, cabinetry, landscaping or other making-good work required after reasonable access to services.

14. Roof and leak investigations

Leak tracing is not an exact science. Water can travel through roofing and framing before becoming visible, and a property may have more than one defect. Our first repair is based on the most likely source identified from the available evidence.

Further testing or visits may be needed if a leak continues or another source becomes apparent. These are chargeable unless included in a fixed quote.

15. Blocked drains

Clearing a blockage restores flow at the time but does not guarantee it will not return. Recurring blockages may indicate roots, damaged pipework, poor falls or another concealed fault.

We may recommend CCTV inspection, water blasting, excavation or pipe repair. These services are additional unless included in the agreed work.

16. Emergency and temporary repairs

Emergency repairs may be intended only to make a situation safe, limit damage or temporarily restore service. A permanent repair, replacement part or follow-up visit may be required and will be charged separately unless already included.

17. Timing and delays

We will make reasonable efforts to attend and finish when agreed, but timings are estimates unless guaranteed in writing. We are not responsible for delays caused by weather, illness, suppliers, councils, variations, unsafe conditions, concealed defects or events reasonably outside our control.

18. Disposal

Removal and disposal of cylinders, fixtures, roofing, soil, packaging or other waste is chargeable unless included in the quote. Hazardous materials require specialist handling and are always additional.

19. Photographs and records

We may take photographs before, during and after work to record existing conditions, completed work, safety matters and warranty evidence. We will not publicly use identifiable images of you, your address or your home's interior without permission.

20. Workmanship and product warranties

We warrant our workmanship for 12 months from completion. Tell us promptly about a concern and give us a reasonable opportunity to inspect and remedy it.

The warranty does not cover product defects, wear and tear, misuse, inadequate maintenance, third-party alterations, existing defects or events outside our control.

Manufacturer warranties apply to products we supply. We will provide reasonable assistance with a valid claim. Labour and travel are covered only where required by the manufacturer's warranty, our workmanship warranty or applicable law.

21. Payment

Invoices are due within 10 business working daysunless agreed otherwise. Please contact us promptly about any query; any undisputed amount remains due on time.

Overdue balances may incur simple interest at 2.5% per month, plus reasonable debt-collection, legal and enforcement costs. We may suspend unfinished work or future bookings while an amount remains overdue. Charges will not be applied where unlawful or unenforceable.

22. Cancellations

Please give at least 24 hours' notice. If you cancel after we begin travelling, after we arrive, or if we cannot gain access, the call-out remains payable.

You may also be responsible for non-returnable materials, supplier charges and work already completed.

23. Liability and consumer rights

Nothing in these terms limits rights that cannot legally be excluded, including applicable rights under the Consumer Guarantees Act 1993 and Building Act 2004.

Subject to that, we are responsible only for direct and reasonably foreseeable loss caused by our breach or failure to exercise reasonable care and skill. For business customers, our total liability is limited to the amount paid for the work giving rise to the claim, to the extent legally permitted.

24. Pre-purchase reports

Pre-purchase plumbing and roof inspections are subject to a separate scope and set of limitations. Please read our pre-purchase inspection terms before booking an inspection.

25. Disputes

If something is not right, please contact us first and give us a fair chance to understand and resolve it. A formal dispute should be put in writing with the outcome requested.

If we cannot resolve it directly, either party may use mediation, adjudication under the Construction Contracts Act 2002, the Disputes Tribunal or the New Zealand courts, as appropriate. Undisputed invoice amounts remain payable.

26. Privacy and general terms

We collect information needed to quote, schedule and carry out work, issue invoices, keep warranty records and meet legal obligations. We handle personal information under the Privacy Act 2020.

If part of these terms is invalid, the rest continues to apply. New versions apply to future work, while the version accepted when a job is booked applies to that job. These terms are governed by New Zealand law.

27. Contact

Portobello Plumbing Co
Auckland, New Zealand
027 549 9090
hello@portobelloplumbing.co.nz
GST number: 146-592-473