Service Guide, Rates & Coverage Areas
This guide explains what we do, where we go, how a job runs, and what it costs. There is nothing to fill in or return — read it before you book so there are no surprises on the invoice. The figures that bind us are the ones written on your signed estimate.
Section 1 — Trades & Services We Cover
- Leak location and repair, burst pipe, frozen line thaw and re-pipe
- Blocked drains, camera survey, hydro-jetting and root cutting
- Water heater repair and replacement — tank and tankless
- Fixture, tap, toilet, sump pump and pressure-regulator work
Heating, ventilation & air conditioning
- No-heat and no-cool diagnostics on furnaces, boilers, heat pumps and split systems
- Seasonal tune-ups, filter and coil cleaning, refrigerant checks
- System replacement, load sizing and duct modification
- Thermostat, zoning, ventilation and indoor-air-quality upgrades
- Fault finding on dead circuits, tripping breakers and flickering lights
- Panel and consumer-unit upgrades, service changes and earthing/bonding
- Socket, lighting, ceiling fan and EV-charger installation
- Smoke and carbon-monoxide alarm fitting, and safety inspections for sale or letting
We do not carry out structural alterations, roofing, gas-main work upstream of the meter, asbestos removal or mould remediation. Where a job needs one of those, we stop and refer you to a licensed specialist.
Section 2 — Coverage Areas
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Core area — postcodes listed on our booking page | | Next business day; same day for emergencies |
Extended area — within 25 km of the core area | Flat travel fee added to the call-out | Two to three business days |
Outside the extended area | | By arrangement; larger projects only |
Section 3 — How a Job Runs, Dispatch to Sign-Off
- Booking. You describe the fault, we confirm the trade, the arrival window and the call-out fee.
- Dispatch. You get the technician name and a message when they set off. Arrival windows are four hours; emergencies are dispatched on the shortest available slot.
- Diagnosis. The technician inspects, tests and identifies the cause. This is what the diagnostic fee pays for.
- Written estimate. Before any tool comes out we give you a price with parts and labour broken out, and what is excluded.
- Your approval. Work starts only after you approve in writing. Nothing beyond the approved scope is done without a new approval.
- The work. Floors are protected, the area is isolated, and we tell you at least fifteen minutes before shutting off water, gas or power.
- Test and clean-up. The repair is tested under load, waste is removed and the area is left as we found it.
- Sign-off and invoice. You walk the work with the technician, sign the completion record, and the invoice follows with photos and the warranty terms.
Section 4 — Call-Out Fee & Labour Rates
The diagnostic call-out fee covers travel, the first hour on site and a written diagnosis. If you approve the repair on the same visit, the fee is credited in full against the repair price. If you decline, the fee stands and the diagnosis is yours to take elsewhere.
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| Every first visit to a new fault | Flat fee, credited against an approved repair |
| Monday to Friday, 08:00 – 17:00 | Hourly, one-hour minimum, then per half hour |
| Weekdays after 17:00 and before 22:00 | 1.5 × the standard hourly rate |
Weekend and public holiday | Saturday, Sunday and gazetted holidays | 1.75 × the standard hourly rate |
| 22:00 – 08:00, burst pipe, no heat in freezing weather, live fault | 2 × the standard rate, two-hour minimum |
Second technician or apprentice | Two-person lifts, confined spaces, roof or attic work | Additional hourly rate, quoted before we start |
Section 5 — Parts, Materials & Permits
- Parts are supplied at trade cost plus a stated markup that covers sourcing, collection and the warranty we put behind them. The markup is shown on the estimate, never hidden in the labour line.
- Customer-supplied parts are fitted only by prior agreement. Labour is charged as usual, but no warranty is given on the part or on failures caused by it.
- Special-order and non-stock items may require a deposit and are non-returnable once ordered.
- Permits and inspections are pulled in our name where the work requires them. The permit fee and inspection wait time are passed through at cost and shown separately.
- Waste from replaced equipment is removed and disposed of by us; a disposal charge applies to water heaters, condensers and anything with refrigerant.
Section 6 — Arrival Windows, Cancellation & No Access
- Appointments are booked as a four-hour arrival window, not a fixed time. Emergency jobs ahead of yours can move the window; we call you as soon as we know.
- Someone aged 18 or over must be on site for the whole visit unless key or lockbox access has been agreed in writing.
- Cancel or reschedule free of charge up to 24 hours before the window opens.
- Cancellation inside 24 hours is charged at the call-out fee.
- If we attend and cannot get in, or the work area is inaccessible, the visit is billed as a no-access call-out and rebooked.
- Please clear the work area, move stored items away from panels and plant, and secure pets before the window opens.
Section 7 — Payment & Deposits
- We accept card, bank transfer and cash. Cheques are accepted from commercial and property-management accounts only.
- Service and repair visits are payable on completion, before the technician leaves site.
- Jobs quoted above the deposit threshold take a deposit at approval to cover materials, with the balance due on sign-off.
- Multi-day installations are staged: deposit at order, a progress payment at rough-in, and the balance at final inspection.
- Account customers are invoiced on 14-day terms. Overdue balances carry statutory late interest and pause any open warranty claim.
Section 8 — Workmanship Warranty
- Our labour is guaranteed for 12 months from the completion date on repairs, and 24 months on full system installations.
- Parts carry the manufacturer warranty, which we register for you and administer on your behalf.
- A warranty call-out is free. If the fault turns out to be unrelated to our work, standard rates apply and we tell you before proceeding.
- The warranty does not cover damage from misuse, freezing, storm, power surge, third-party work on the same system, or missed manufacturer-required servicing.
Section 9 — What To Do Before We Arrive
- Close the main water shutoff — usually where the supply enters the building, in the basement, garage or a street box.
- Open the lowest tap in the house to drain pressure out of the pipes.
- If water is near sockets or a panel, do not stand in it — switch off the affected circuit first.
- Switch off the affected circuit at the panel. Do not keep resetting a breaker that trips again.
- Unplug anything on that circuit and leave it unplugged until we have tested it.
- If you smell burning or see scorching at a socket or the panel, switch off the main and leave it off.
Gas smell or heating fault
- If you smell gas, do not touch switches. Open windows, leave the building and call the gas emergency line from outside — before you call us.
- For a no-heat call, check the thermostat batteries, the filter and the boiler pressure, and tell us what you found.
- If a carbon-monoxide alarm sounds, evacuate first and call the emergency services, not us.
This guide is general information about how we work. Rates, coverage and policies are reviewed periodically; the terms on your signed estimate are the ones that apply to your job.