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Terms and Conditions

Terms and Conditions

Terms & Conditions of Trade

Know Plumbing (WA) Pty Ltd, T/AS Know Hot Water

Any and all works carried out by Know Hot Water either quoted or otherwise shall be subject to these Terms and Conditions in full. It is the sole responsibility of the client/customer to read the Terms and Conditions carefully prior to engaging Know Hot Water.


  • “Know Hot Water” shall mean Know Plumbing (WA) Pty Ltd (ABN), or any agents, contractors and employees hereof.
  • “Client” shall mean the client, any person acting on behalf of and with the authority of the client, or any person purchasing products and services from Know Hot Water.


  • The Client agrees to pay the full invoice amount on the completion of works, on a Cash On Delivery (COD) basis.
  • All payments must be paid via cash/EFT or credit card payment on or before the due date of invoice or as per payment agreement i.e. deposit or progress payments.
  • The client agrees to make progress payments as requested. Failure to do so will cancel all further works until such time, progress payments are paid.
  • A credit card transaction fee of 1.75% applies to all credit card payments.
  • Any payments which call overdue shall incur a non-negotiable late fee of 10% with interest incurring monthly at 15% until paid in full.
  • All quoted works are subject to variations as required and are at the discretion of Know Hot Water in order to carry out and complete works to Australian & Safety Standards. All variations will incur further fees and charges in addition to the original quoted amount.
  • Know Hot Water may halt ongoing works at any time without prior notice to the Client should an account be in arrears.
  • Know Hot Water fees are subject to change without notification to the Client.


  • Know Hot Water standard hourly rate is $95.00 including GST per hour from our tradesman arriving onsite until they have left the premises of work being conducted.
  • Know Hot Water maintenance services rate is $250.00 including GST which includes the first hour of labour and call out fee.
  • Emergency charges will apply outside of normal business hours Monday to Friday 0700 to 1800.
  • Know Hot Water emergency charge is an additional $150.00 including GST.


  • Any instructions received by Know Hot Water from the Client via email, phone, Site form or otherwise to carry our works is deemed to constitute acceptance of these Terms and Conditions.
  • Any employee, family member or apparent representative of the Client is deemed to have authority to bind the Client unless the Client specifies otherwise in writing.
  • The Client must inspect the work immediately upon completion and must within 7 days after the date of inspection give written notice to Know Hot Water, with particulars of any claim that the works are not in accordance with the contract. If the Client fails to give notice, then to the extent permitted by law, the works must be treated as having been accepted by the Client and the Client must pay for these works in accordance with these Terms and Conditions.


  • All goods shall remain the property of Know Hot Water until such time payment is received in full.
  • Without prejudice to any other of its rights, Know Hot Water is entitled to reclaim possession of such materials or goods in satisfaction of all debts owing to Know Hot Water and the Client authorises the Know Hot Water to enter any premises at any time in order to do so.

Cancellation Policy

  • Know Hot Water may cancel these terms and conditions or cancel delivery of goods and services at any time giving at least 24 hours written advice. Know Hot Water shall not be liable for any loss or damage arising from such cancellation.
  • The Client must provide Know Hot Water with at least 24 hours notice of any cancellation of works or services. Failure to do so will incur a minimum charge of $110.00 including GST.


  • If a refund is requested by a Client, this must be requested in writing within 30 days of job completion. No refund requests will be accepted after such time.
  • Once a request is reviewed, a response will be submitted by Know Hot Water within 7 days of receipt of the request.
  • Refunds for Know Hot Water labour relating to fault finding and identifying issues and items will not be provided.
  • If approved, refunds will be provided on a pro rata basis having regard to the actual extent of any defect.


  • Warranty shall be valid for 12 months from invoice date, unless otherwise stated.
  • Warranty shall only be valid on workmanship in the exact location and fittings as carried out by Know Hot Water and shall not be tampered or touched.
  • Any additional site visits required for warranty calls will be charged out at $110.00 including GST if no fault is evident/found.
  • The Client shall inspect the goods and works on completion and must report any defects to parts or installation works within 48 hours in writing to Know Hot Water of any alleged defects, shortage in quantity or damage. The Client shall afford Know Hot Water an opportunity to inspect the alleged damage/defect within 7 working days from date of written notification and allow Know Hot Water the opportunity to make good to Australian and reasonable standards within 14 working days.
  • No warranty shall be provided for any blocked waste pipes, drainage, sewer or storm water.

Hot Water Systems

  • The fully installed prices as listed on the Site are for a straight change over or like-for-like replacement of the same/similar model as previously installed, with no change to the location or the energy supply of the unit.
  • The online price is based on a standard installation (1 tradesman onsite with a 30-60 minute installation time), additional charges will apply if more tradesman are required onsite and/or if the installation time takes longer than a standard install (the Client will be notified prior to job commencement).
  • Price is based on the assumption that the existing hot water system complies with all relevant gas and plumbing codes.
  • Gas pressure must be sufficient to supply the hot water system and comply with Australian Gas Standards 5601.
  • Non return, line strainers, cold expansion valves, gas isolation and tempering valves are all charged at an additional cost.
  • Know Hot Water will not be responsible for any pre-existing faults with properties plumbing gas or electrical when replacing the hot water system.

Client’s Disclaimer

  • The Client hereby disclaims any right to rescind or cancel the contract or to sue for damages or to claim restitution arising out of any misinterpretation made to them by any servant or agent of Know Hot Water.
  • The Client acknowledges that they buy the services of Know Hot Water relying solely on their own skill and judgement and that Know Hot Water shall not be bound by nor responsible for any term, condition, representation or warranty other than the warranty given by the Manufacturer which warranty shall be personal to the Client and shall not be transferable to any subsequent Client.

Compliance with Laws

  • The Client and Know Hot Water shall comply with the provisions of all statues, regulations and bylaws of government, local and other public authorities that may be applicable to the works.
  • The Client agrees that the job location will comply with any occupational health and safety laws relating to building/construction sites and other relevant safety standards or legislation.


  • The Client agrees to Know Hot Water using their personal information for marketing purposes and gives Know Hot Water permission to send out future advertising material.
  • Neither party shall be liable for any default due to any act of God, war, terrorism, strike, lockout, industrial action, fire, flood, drought, storm or other event beyond the reasonable control of either party.
  • Know Hot Water does not accept any responsibility for damage to property during works being carried out or by subsequent plumbing failure arising from the scope of works conducted by Know Hot Water.
  • Know Hot Water shall not be held liable for any such delays for work not being completed due to weather conditions, shortage of labour, machinery or materials outside the direct control of Know Hot Water.
  • In the event of any breach of this contract by Know Hot Water the remedies of the Client shall be limited to damages. Under no circumstances shall the liability of Know Hot Water excess the Price of the Goods.
  • Know Hot Water reserves the right to review and make changes to these terms and conditions at any time.

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