Terms of Service
Please read these terms carefully before using our services.
Last updated: January 2025. These Terms of Service govern the relationship between Blue Mountains Hot Water and its customers.
1. Services Provided
Blue Mountains Hot Water provides hot water system supply, installation, repair, and replacement services across the Blue Mountains, NSW. All work is performed by licensed tradespeople in accordance with Australian standards, regulations, and the relevant NSW Fair Trading requirements.
2. Quotes and Pricing
Written quotes are valid for 30 days unless otherwise stated. Verbal estimates are indicative only. Final pricing may vary if site conditions differ materially from those described at the time of quoting. Any additional costs will be discussed and approved by the customer before work proceeds. We do not charge for initial phone consultations or written quotes.
3. Warranties and Guarantees
All new installations include the manufacturer's product warranty (typically 5–10 years on the cylinder, 1–5 years on parts and labour depending on brand and model). Every installation also includes our workmanship guarantee — if our installation is at fault, we will return to rectify the issue at no charge. Warranties do not cover damage caused by misuse, neglect, flood, storm, third-party interference, or failure to follow manufacturer instructions.
4. Payment Terms
Payment is due upon completion of works unless alternative arrangements have been agreed in writing prior to commencing work. We accept cash, direct bank transfer, and major credit or debit cards. A payment receipt will be provided for all transactions. For larger installations, a deposit may be required to secure materials and scheduling.
5. Cancellations and Rescheduling
Appointments may be cancelled or rescheduled with a minimum of 24 hours notice at no charge. Cancellations made with less than 24 hours notice, or no-shows, may incur a call-out fee to cover the technician's travel time and lost scheduling. Emergency callout fees are clearly communicated before dispatch.
6. Customer Responsibilities
Customers are responsible for ensuring safe and reasonable access to the hot water system and surrounding work area. Customers must disclose any known issues with the property's plumbing, gas, or electrical systems that may affect the installation. Failure to disclose known issues may affect warranty coverage.
7. Limitation of Liability
To the fullest extent permitted by Australian Consumer Law, Blue Mountains Hot Water's liability for any service is limited to re-performing the service or refunding the cost of the service. We are not liable for indirect, consequential, or incidental damages. Nothing in these terms limits rights that cannot be excluded under Australian Consumer Law.
8. Governing Law
These terms are governed by the laws of New South Wales, Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of New South Wales.