Terms And Conditions

LEGAL QUOTE, PURCHASE, AND ONLINE ORDER TERMS AND CONDITIONS

Online Order Service Areas

Online pre-purchasing and pricing is available and applicable for customers in the Greater Brisbane (EXC Bribie Island) and Gold Coast ONLY. Online hot water service ordering is explicitly for external installations only and install installation must proceed via our quote request form. For customers in Bribie Island, Lockyer Valley, Toowoomba, Scenic Rim and Sunshine Coast please complete our quote request form.

Same Day Installation Cutoff

Please be advised the cutoff for guaranteed same day installation is 7am, any bookings between 7am and 10am will be subject to availability with written confirmation and any bookings after 7am will be completed the following business day. Same day installation is available for Greater Brisbane and Gold Coast ONLY.

Weekend/Public Holiday Installation Cutoff

Please be advised the cutoff for Weekend and Public Holiday installation is 12pm one business day prior, any bookings between 12pm and 10am the following business day will be subject to availability. Weekend and Public Holiday installation is available for Greater Brisbane and Gold Coast ONLY.

20 & 5 Business Day Install Discounts

These installation discounts are valid for installations on a day/time convenient to JR Gas & Water ONLY. Installations will be completed within the discount time period starting on the business day post purchase. Eg. Orders made Feb 1st will be completed by March 1st. For those who would like installation on a specific day please choose our same day install rate and note preferred install day in comments. Your installation day will be issued by email within 1 business day of the order being processed.

Gas Type

As standard all gas systems we supply are Natural Gas. Please note in notes section at checkout if you require an LPG (bottled gas) system. Where gas type is not noted the default Natural Gas will be supplied only. Natural Gas and LPG systems are not cross compatible and correct gas type must be ordered.

Here’s your updated disclaimer with the added note about Base and Silver inclusions:

Customer Acknowledgement Package Disclaimer

By proceeding with this purchase, the customer confirms they have read, understood, and agree that their selected product and installation package meets all requirements and inclusions as outlined in the appropriate JR Gas & Water Package Selection Guide.

Customers also acknowledge that any additional work or upgrade costs applicable to Base installations—such as non-compliant pipework, inaccessible locations, or required electrical alterations—also apply to Silver inclusions where applicable, unless otherwise stated.

Please review the relevant guide before finalising your purchase:

• Electric Package Selection Guide

• Solar Package Selection Guide

• Instant Electric Package Selection Guide

• Gas Storage Package Selection Guide

• Heat Pump Package Selection Guide

• Instant Gas Package Selection Guide

Failure to meet the outlined requirements may result in delays, system being left disconnected, additional charges, or cancellation of service.

CONTENTS

1. Interpretation
2. Delivery and Risk
3. Title
4. Access
5. Transactions Contemplated by This Agreement
6. Disputes
7. Entire Agreement
8. Payment
9. Default
10. Security Interest
11. Existing Agreements and Security Interests
12. Creation of Charge
13. Contracting Out
14. Appointment
15. Right to Vary Terms, Conditions, and Contract/Quote Pricing
16. Set-Off
17. Limitation of Liability
18. Severance and Waiver
19. Jurisdiction and Notices
20. Electrical Work
21. Booking Cancellations, Returns, and Refunds
22. Small-Scale Technology Certificates (STCs)
23. Gas Fitting
24. Rock Mitigation
25. Painting
26. Water Heater Specific Conditions
27. Water Filter Specific Conditions
28. Cooking Equipment
29. Photos
30. Warranty Terms & Claims
31. Severance and Waiver
32. Privacy

1. Interpretation

1.1 In these terms and conditions:
(a) “Company” refers to the entity listed in the Application for Credit, including any related corporate body as defined by the Corporations Act 2001 (Cth), along with its successors and assigns.
(b) “Customer” refers to the entity named in the Application, including its successors and assigns.
(c) “Goods” refers to any physical products supplied to the Customer, as defined under the Personal Property Securities Act 2009 (Cth) (PPSA). Where applicable, this term also includes Services.
(d) “Governing State” refers to the State or Territory in which the Company’s principal place of business is located.
(e) “PPSA” refers to the Personal Property Securities Act 2009 (Cth).
(f) “ROT Security Interest” refers to a retention of title security interest under a conditional contract, as defined by the PPSA.
(g) “Services” refers to any services provided to the Customer, including but not limited to advice, recommendations, and intellectual or intangible property as recognized under the PPSA. Where applicable, this term also includes the supply of Goods.

2. Delivery and Risk

2.1 If the Company elects to post or arrange delivery of Goods, the risk of loss or damage remains with the Company until the Goods reach the Customer’s specified delivery address. Once the Goods have arrived at the designated property, the risk transfers to the Customer.

2.2 The Company will make every reasonable effort to ensure timely delivery but will not be liable for any delays or non-delivery caused by factors beyond its control. If a delay or non-delivery occurs, the Company may complete the delivery at a later date, and the Customer agrees to accept and pay for the Goods upon delivery.

2.3 While in transit, the Company remains responsible for the Goods. However, once delivered, the Customer assumes all responsibility for any loss, damage, or further transportation requirements.

2.4 Except where required by law, the Customer is not entitled to return any Goods, and the Company is not obligated to accept any returns unless previously agreed upon in writing.

3. Title

3.1 The Company retains full legal and beneficial ownership of all Goods until the Customer has paid all outstanding amounts and fulfilled all obligations owed to the Company in full.

3.2 If the Customer possesses Goods for which legal title has not yet transferred, the Customer must:
(a) Maintain the Goods in a good and merchantable condition until they are either fully paid for or collected by the Company; and
(b) Grant the Company, its employees, or agents access to the premises where the Goods are stored for the purpose of inspection or collection.

3.3 For Goods that remain unpaid in full:
(a) The relationship between the Customer and the Company will be fiduciary in nature;
(b) The Customer will act as a bailee, holding the Goods on behalf of the Company;
(c) If the Customer sells the Goods, it does so solely as a fiduciary agent of the Company;
(d) Any proceeds from the sale or disposal of the Goods, including insurance payouts, must be kept separate and held in trust for the Company;
(e) The Customer may only dispose of the Goods in the ordinary course of business and on commercially reasonable terms;
(f) Until the Goods are delivered to a third party, the Customer must store them separately from its own or any other party’s Goods, ensuring they remain clearly identifiable as the property of the Company.

4. Access

4.1 The Customer irrevocably grants the Company, or any person authorized by the Company in writing, the right to enter the Customer’s premises or any location where the Goods are reasonably believed to be stored on the Customer’s behalf. This access is for the purpose of inspecting or recovering the Goods and will be provided with reasonable notice. The Customer agrees to indemnify and hold the Company harmless for any reasonable costs associated with the removal, enforcement, or legal action required for reclaiming the Goods covered under this Agreement.

4.2 If access to the work site is restricted—defined as having less than 1 metre of clear, level access; an inability to walk upright to the installation location; requiring the removal or relocation of items; or where the work cannot be completed from ground level by a single person without prior arrangement—a charge of $140 per hour, billed in 15‑minute increments, will apply. Any necessary machinery costs will be charged at cost plus 15%. By accepting the quote, the Customer acknowledges that the Company is not liable for any costs associated with repairing or reinstating removed items, fixtures, or appliances.

Common obstructions that may result in additional charges include, but are not limited to:

• Internal Installations unless previously advised
  
• Screens
• Fences
• Awnings
• Planters
• Air conditioners
• Water tanks
• Steep driveways or uneven terrain
• Stairs
• Rocks
• Access through neighboring properties
• Access under homes/buildings
• Access through the internals of a home
• Access with under 2m of head room
• Retaining walls
• Any situation requiring ladders, work platforms or similar equipment to access the work area
• Replacement systems not situated on level ground (all replacement systems must be on level ground; the only exception is continuous‑flow units, which must still be fully accessible and removable from ground level)

If a system cannot be safely and easily transported to its location via a trolley by a single person, it will be classified as an access issue, and additional charges will apply. In such cases, additional JR Gas & Water installers may be required to complete the job safely and in accordance with workplace health and safety regulations.

Important Note:
Homeowners or occupants cannot designate themselves or others as additional help, lifting support, or assistants during any part of the installation. All labour must be performed by qualified JR Gas & Water staff only.

• This policy is in place to:
  • Maintain full compliance with WHS laws and liability insurance;
  • Ensure proper handling of equipment to prevent damage or injury;
  • Avoid delays or unsafe practices caused by untrained individuals.

Additional installer charges are billed at $180 per person and will be confirmed with the customer before proceeding where access or lifting conditions require more than one installer.

Return visits due to access issues will incur a flat fee of $300, plus the cost of any additional person required to complete the work.

4.3 Definition of External Installation

An external installation refers to any hot water system installed outside the building line of the main dwelling or structure. This excludes locations such as:

• Under houses, decks, or in subfloor spaces, unless expressly agreed to in writing by JR Gas & Water prior to installation;

• Garages, sheds, or enclosed outbuildings, unless fully open to the outside environment and compliant with ventilation and drainage requirements.

All external installations must be fully accessible, weather-exposed, and installed in accordance with manufacturer and regulatory guidelines.

5. Transactions Contemplated by This Agreement

5.1 The Company's obligation to deliver Goods and provide Services under this Agreement is conditional upon the Customer's acceptance of the Goods or Services. Unless otherwise agreed, the Customer is required to pay for the Goods and Services upon delivery.

6. Disputes

6.1 If the Customer disputes the quality of any Goods supplied, Services provided, or the accuracy of any invoice issued by the Company, they must submit a written notice outlining their reasons within 14 days of the invoice date. Failure to do so will result in the Customer forfeiting any right to dispute the Goods, Services, or invoice value.

7. Entire Agreement

7.1 These terms and conditions, together with the Application, constitute the entire agreement between the parties. All prior negotiations, representations, and agreements—whether written or verbal—are hereby excluded and cancelled.

7.2 The Customer agrees that any public review, comment, or feedback posted online or through third-party platforms (e.g., Google, Facebook, ProductReview, or similar) must be a fair, honest, and accurate reflection of the services actually received.

• Posting false, misleading, or exaggerated reviews, including but not limited to:

  • One-star reviews for minor misunderstandings

  • Complaints relating to exclusions clearly outlined in the scope of work or product listing

  • Reviews where no service issue, delay, damage, fault, or misconduct occurred

  • Feedback designed to harm the Company’s reputation rather than resolve a legitimate issue
    may be considered defamatory or slanderous conduct under applicable Australian defamation law, including:

  • Defamation Act 2005 (Qld)

  • Australian Consumer Law (misleading or deceptive conduct)

  • Common law tort of injurious falsehood

In such cases, the Company reserves the right to:

• Request immediate removal or correction of the review

• Issue a formal legal cease-and-desist notice

• Seek damages for loss of business or reputation resulting from the false statement

• Recover legal and administrative costs associated with responding to the defamatory content

The Customer acknowledges that dissatisfaction stemming from:

• Misunderstanding of what's included in the purchase

• Refusal to approve additional quoted work

• Situations not caused by Company error
  does not justify a public review that significantly misrepresents the service quality.

8. Payment

8.1 The Customer agrees to pay all amounts due in clear funds from the date of the invoice for the Goods and/or Services provided by the Company.

8.2 If the Customer fails to make payment in accordance with this clause, the Company reserves the right to:
(a) Charge a late payment fee of $50.00 on all amounts paid after the due date;
(b) Charge interest at 15% per annum on outstanding debts;
(c) Apply a dishonour handling fee of $25.00 for failed transactions;
(d) Withhold further supply of Goods and Services;
(e) Pursue legal action to recover outstanding amounts for Goods or Services provided;
(f) Take steps to secure the outstanding debt and enforce any applicable security;
(g) Recover all collection, legal, and enforcement costs incurred in collecting overdue accounts and securing outstanding debts, on an indemnity basis.

8.3 Failure to comply with Clause 8.1 will constitute a breach of contract, and the Company may treat the entire Agreement as repudiated, taking appropriate legal action.

8.4 If this Agreement is entered into by multiple parties, each party will be jointly and severally liable for any amounts due.

8.5 Accepted Payment Methods:
All payments must be made via the Company's online payment portal, unless prior written approval is obtained. Any applicable discounts for portal payments will be removed if an alternative payment method is used.

• Accepted via the portal: Visa, Visa Debit, MasterCard, MasterCard Debit.
• Accepted only with prior written approval (with portal discounts removed): OpenPay, ZipPay, Humm, Cash, EFT.

9. Default

9.1 The Customer will be considered in default if they:
(a) Fail to pay for any Goods or Services by the due date;
(b) Breach any term of this Agreement and fail to rectify the breach within seven (7) days of receiving written notice;
(c) Cancel the delivery of Goods or Services after confirmation;
(d) Commit an act of bankruptcy or allow a trustee in bankruptcy, receiver, or manager to be appointed over their assets or business;
(e) Have a judgment or order enforced against their property.

If the Customer is in default, the Company reserves the right to:

• Enter the Customer’s premises (using all reasonable means necessary to gain access) and repossess any Goods supplied under this Agreement;
• Resell the repossessed Goods;
• Terminate the Agreement immediately; and
• Take legal action to recover any outstanding payments.

9.2 The Customer is in immediate default if they fail to make a payment when due. The Customer acknowledges that the Company is authorized to contact a credit reporting agency at any time during the Agreement to obtain a creditworthiness report.

9.3 The Customer authorizes the Company to exchange information with credit reporting agencies and other relevant parties as necessary to facilitate this Agreement and maintain the ongoing business relationship.

9.4 The Company reserves the right to report delinquent accounts to credit reporting agencies if a payment remains outstanding for more than 30 days.

9.5 If an account remains unpaid, the Company may:

• Refer the outstanding amount for debt collection or initiate legal proceedings;
• Charge a debt collection fee of at least 20% plus GST, which will be incurred on the date the account is referred to a debt collection agency;
• Recover interest and all legal costs, including solicitor fees and indemnity costs, associated with enforcing payment.

10. Security Interest

10.1 The Customer consents to the registration of the security interests arising in favor of the Company under this Agreement and authorizes the Company to lodge a financing statement with the Personal Property Securities Register (PPSR). The Customer agrees to take all necessary actions, including but not limited to:

(a) Ensuring that the security interests are registered, enforceable, continuously perfected, and effective under the Personal Property Securities Act 2009 (Cth) (PPSA);
(b) Enabling the Company to apply for, amend, or maintain any registration or notification in connection with the security interests; and
(c) Assisting the Company in exercising its rights in relation to the security interests as permitted under the PPSA.

The Customer must promptly provide any documents, consents, or information required to facilitate compliance with the PPSA and ensure the Company's security interests remain valid and enforceable.

11. Existing Agreements and Security Interests – Transitional and Non-Transitional PPSA Security Interests

11.1 If the Customer has previously entered into an agreement with the Company for the supply of Goods on credit (Existing Agreement):
(a) Upon placing any order for the supply of Goods after receiving this document for the first time:
(i) These Terms shall apply to that order and all subsequent orders for Goods; and
(ii) Any security interest, including any Retention of Title (ROT) security interest, granted by the Customer under the Existing Agreement shall immediately vest in the Company.

11.2 Any order placed by the Customer does not create a new security agreement between the parties. Instead, it is considered further performance under these Terms, unless expressly excluded in writing and signed by the Company.

11.3 This Agreement does not merge or replace any rights under an Existing Agreement. However, where there is any inconsistency between the Existing Agreement and these Terms, the provisions in this Agreement will prevail and amend the Existing Agreement accordingly.

12. Creation of Charge

12.1 As additional security for all amounts and obligations owed to the Company, the Customer grants the Company a charge over all present and after-acquired property, including any real property that the Customer owns, whether beneficially or otherwise, at any time.

12.2 The Customer consents to the Company lodging a caveat or any other registrable interest with the relevant government department to protect the Company’s security interest in the charged property.

12.3 For the purposes of Sections 20(1) and 20(2) of the Personal Property Securities Act 2009 (Cth) (PPSA), the Customer acknowledges that the charge applies to all of the Customer’s present and after-acquired property, whether owned beneficially or otherwise, from time to time.

14. Appointment

14.1 The Customer appoints and authorizes the Company, including any of its directors, officers, or solicitors, as its lawful attorney, granting them the authority to execute and deliver, on the Customer’s behalf:

(a) Any security interest, charge, or mortgage the Company may reasonably require to better secure any charge granted under these Terms; and
(b) Any financing statement, consent form, security document, or other necessary document for the purpose of:
(i) Registering a caveat or any other registrable interest in connection with the charge or security interest granted under these Terms; or
(ii) Perfecting and enforcing the security interest, as required under applicable law.

15. Right to Vary Terms, Conditions, and Contract/Quote Pricing

15.1 These Terms and Conditions shall govern all transactions between the Customer and the Company.

15.2 The Customer acknowledges and agrees that the Company may unilaterally alter these Terms by providing 14 days' written notice. Clerical errors or omissions are subject to correction without prior notification.

15.3 The Company reserves the right to adjust the contract price if it can demonstrate, through written evidence, that it has necessarily and unavoidably incurred increased costs for selected trades and materials beyond what was originally accounted for in the contract price. This applies where the increase is due to economic or market conditions beyond the Company’s control, despite reasonable steps taken by a competent contractor to mitigate additional costs.

15.3.1 Price Adjustments: All listed prices are subject to change without notice between the date of listing and the actual delivery date(s). Goods will be charged at the prevailing price on the date of delivery.

15.4.2 Contracts or Works Exceeding Three (3) Months: If the duration of the Contract or Works exceeds three (3) months (from the order issue date or contract execution to the final payment), and substantiated changes in material costs exceed 4%, the increase in costs will be claimed as a variation at a rate of cost plus 10%.

15.4.3 Government Charges and Taxes: Any increase in supply costs due to the introduction or increase of Local, State, or Federal Government charges or taxes imposed after the agreement date will be fully payable by the Customer, regardless of any prior pricing agreements.

15.5 Products and Manufacturers
All materials and components will be sourced from the following reputable, warranty‑backed manufacturers. Where a specified product is unavailable, we may substitute an alternative of equal or superior quality and specification—no lesser product will be used:

• Valves – AVG; RMC; Rye Metal (and subsidiaries)
• Copper (Type B) – Kembla; Crane
• PEX Systems – Ezipex
• Insulation – eFlex; K‑Flex
• Electrical switches & timers – Hager
• Conduit (Medium‑Duty PVC) – Vinidex; GTS
• Brassware – Brasshards
• Hydraulic crimp fittings – EziPress; Viega; Kembla

16. Set-Off

16.1 The Customer agrees that:

(a) The Company may apply any credit amount it owes to the Customer as a set-off against any outstanding debt the Customer owes to the Company. This may be done at the Company's sole discretion and without prior notice.

(b) The Customer is not entitled to withhold payment or deduct any amount from payments due to the Company, including in relation to any alleged set-off, dispute, or claim against the Company. All payments must be made in full and on time, regardless of any outstanding matters.

19. Jurisdiction and Notices

19.1 This Agreement shall be deemed to have been made in the Governing State and shall be interpreted in accordance with the laws of the Governing State, Australia. The parties submit to the non-exclusive jurisdiction of the courts of that State, except where the laws of the Commonwealth of Australia take precedence.

19.2 In addition to any other legally permitted means, any documents, notifications, or court proceedings may be given or served upon the Customer, its successors, and permitted assignees in the same manner as notices or documents are served under Part 8.5 of the Personal Property Securities Act 2009 (Cth) (PPSA). Such notices will be deemed properly given or served in accordance with this method.

21. Booking Cancellations, Postponements, Returns, and Refunds

21.1 The Customer agrees to pay the following cancellation fees if a job is canceled or rescheduled by the Customer or a representative acting on their behalf, these charges are per required trade:

• More than 5 business days' notice – No charge.
• Between 2 and 5 business days – $300 for hot water systems, $100 for all other items.
• Same-day cancellation (within 24 hours of scheduled installation) – $500 for hot water systems, $200 for all other items.

Example = Installation postponed by the customer on a Saturday for a Thursday hot water booking requiring a plumber and electrician would incur an additional fee of $600inc gst.

21.2 Restocking Fees

Any ordered materials, whether delivered or not, are subject to a 20% restocking fee upon cancellation.

21.3 Shipping Deductions on Returns

If an item is returned, the following non-refundable shipping fees apply:

• $25 for standard items
• $150 for hot water systems

21.4 Collection Fees for Returns

If JR Gas & Water arranges the collection of a returned item:

• $50 for standard items
• $150 for hot water systems

21.5 Credit Card Fees

All refunds are processed minus a 1.5% credit card transaction fee. If the return is due to customer error (e.g., purchasing an item not suitable for their area or application), a 1.8% processing fee will be deducted instead.

21.6 Return & Refund Conditions

• Change of mind returns are not eligible for refunds. In these cases, store credit may be issued at our discretion if the item is unused, in original packaging, and returned within 30 days.
• Supplied and installed items are not returnable once installed.
• All returned items must be unused, in original condition and packaging, and accompanied by a valid proof of purchase.
• Do not return items directly to the manufacturer—all returns must be handled through JR Gas & Water.

21.7 Non-Returnable Items

The following items are non-returnable under any circumstances:

• Installed systems
• Gift cards
• Perishable goods (e.g. food, flowers)
• Hazardous materials or flammable goods
• Intimate or sanitary products
• Downloadable software
• Opened CDs, DVDs, software, or vinyl
• Final sale items including:
  • Sale
  • Clearance
  • Discontinued
  • Liquidated
  • Scratch & Dent stock

These items are sold as-is and are not eligible for refund or exchange. Store credit may be issued at our discretion, depending on condition and stock type.

21.8 Exchanges

We will only replace items if they are defective or damaged. Please contact info@jrgasandwater.com.au to arrange an exchange.

21.9 Refunds (If Applicable)

Once a return is received and inspected, customers will be notified of the outcome. If approved:

• Refunds are processed within 7 business days
• Special order items are subject to a 20% restocking fee
• Refunds are issued to the original payment method (minus applicable fees)

21.10 Late or Missing Refunds

If you haven’t received your refund after 7 business days:

1. Recheck your bank account
2. Contact your credit card provider
3. Contact your bank for potential processing delays

If unresolved, email info@jrgasandwater.com.au for assistance.

21.11 Shipping Costs for Returns

• Customers are responsible for all return shipping costs
• Shipping costs are non-refundable
• For returns valued over $75, we recommend using a trackable shipping service or insurance, as we cannot guarantee receipt of returned goods

22. Small-Scale Technology Certificates (STCs)

22.1 By purchasing a solar or heat pump system, the Customer acknowledges that the sale price includes a discount equivalent to the system's STC value. The Customer agrees to transfer all STC rebates to JR Gas & Water as part of the payment upon completion of the system installation, provided that:

• The installation is carried out by JR Gas & Water or an authorized contractor; or
• The system is supplied only by JR Gas & Water and installed by a third party engaged by the Customer.

22.2 If the Customer engages their own installer, and that installer is not accredited for solar or heat pump system installations, the Customer agrees to pay JR Gas & Water the full STC value at a rate of $40 per STC within five (5) business days.

22.3 If the system is supplied only and installation is not completed within 14 days of delivery, the Customer agrees to pay JR Gas & Water the full STC value at a rate of $40 per STC within five (5) business days.

23.1 Compliance with Standards – All gas work must comply with AS5601 standards. Any existing defects will be identified and brought to the Customer’s attention before work begins.

23.2 LPG Regulator Replacement – Any LPG gas bottle regulator set over 10 years old must be replaced at the following rates:

• $250 + GST for a 200MJ Manual Changeover Regulator (installed)
• $300 + GST for a 400MJ Automatic Changeover Regulator (installed)

23.3 Gas Bottle Restraints – If a gas bottle lacks proper restraints, a chain set must be installed at a cost of $50 + GST.

23.4 Existing Gas Leaks – If any existing gas leaks are detected, a quote will be provided before proceeding with leak location and repairs.

23.5 Installation Clearances – All gas installations must meet required clearance regulations as outlined here:
🔗 Gas Installation Clearances

24. Rock Mitigation

24.1 If subsoil rock formations are encountered during excavation that:
(1) Cannot be penetrated using standard excavation equipment, and
(2) Require pulverizing, blasting, or construction modifications,

then the Customer is responsible for any additional costs incurred for rock removal and/or construction modifications beyond the original contract price.

24.2 Rock Mitigation Charges – The following rates apply for rock removal:

• 1–2 tonne machinery: $200 + GST per hour + applicable machinery float fees.
• 3–5 tonne machinery: $250 + GST per hour + applicable machinery float fees.
• 6+ tonne machinery: $300 + GST per hour + applicable machinery float fees.

Any additional charges will be communicated to the Customer before proceeding with rock mitigation.

25. Painting

25.1 Standard Exclusion – Painting of pipes, fittings, or fixtures is not included as part of standard services.

25.2 Optional Painting Services – If the Customer requests painting, the following charges apply:

• $350 (inc. GST) per 0.5m² per colour.
• Minimum charge: 1 colour, 0.5m².

Additional colours or larger areas will be quoted accordingly.

26. Water Heater Specific Conditions

IMPORTANT - All online packages are for external installations only, for internal installations please complete our quote request form.

26.1 Existing Gas Installations

• All customer-supplied gas appliances must have visible model, serial, and gas approval numbers to be installed.
• Any existing gas installations that do not meet AS5601 standards must be rectified at the Customer’s expense. A quote will be provided for required work before commencing the project.
• Gas chains are now a mandatory requirement for all LPG gas installations over 9kg. If not already installed, a chain set must be fitted at $40 + GST.

26.2 New Gas Installations

• Gas appliance replacements are quoted based on installation in the same position unless relocation is explicitly included in the quote.
• If the current installation does not comply with AS5601 standards, the appliance must be relocated at the Customer’s expense.
• Relocation may affect gas pipe size and pressure, which may require additional modifications.

26.3 Electric Installations

Electrical Scope and System Type Policy for Electric Water Heater Installations

(Applies to all installations, whether quoted or pre-purchased online)

Our Base, Silver, and Gold packages include disconnection and reconnection of the same system type only, such as:

Electric to electric storage
Continuous Gas to Continuous Gas
Plug-in heat pump to plug-in heat pump

These are covered under restricted electrical disconnect/reconnect provisions and assume no changes to the electrical configuration.

If you are changing system type (e.g. electric storage to heat pump, plug-in to hardwired, or any setup requiring a new circuit or electrical upgrade), this falls outside the restricted electrical scope. In these situations, customers must either:

Choose a Sapphire, Diamond, or Platinum package, which includes licensed electrical work,

or

Engage their own licensed electrician to complete the required work prior to or during installation.

This policy applies to all water heater installations, whether they are quoted manually or pre-purchased online.

Important Electrical Conditions:

Installations are priced based on same-position replacements only, unless otherwise confirmed in writing.

The quoted price does not include extending or modifying power cabling.

Most new systems require a minimum of 1 metre of accessible cable from the wall to allow compliant connection.
If existing cabling is too short, the system will be left disconnected until appropriate electrical work is completed by a licensed electrician.
If electrical faults or safety issues are identified during installation, the unit will also be left disconnected until resolved at the customer’s expense.
All standard pricing applies to outdoor, ground-level installations with no stairs, unless otherwise agreed.
Selecting the correct package is essential. Unsure what’s needed? Reach out before purchasing—our team is here to help you get it done right the first time.

26.4 Internal Installations

• All internal installations must be designed to prevent water damage in the event of a leak.
• An internal installation must have either:
  • A floor drain, with the floor sloped towards the drain, OR
  • A safe tray and Mildred valve installed. A safe tray catches leaks, while a Mildred valve automatically shuts off the water supply if a leak is detected.
• If no floor drain exists, a tray and Mildred valve must be installed at an additional cost of $399 (inc. GST).
• Trays and valves are not carried as standard stock, so the Customer must advise at the time of booking if they are required.

26.5 Support Bases

• All installations require an approved support base.
• Most installations will use an existing, compliant base. If the current base is unsuitable, a new base will be required.
• Unapproved base materials include:
  • Wood
  • Fibro
  • Bricks
  • Plastic pieces
• Concrete bases must either be rippled or, if flat, have an approved spacer (“pizza base”) between the concrete and the unit.
• A flat concrete base is only suitable for non-metallic-based units.

26.6 Storage System Regulations

• Tempering valves and approved drain discharge points are mandatory in Queensland for all hot water systems connected to a bath, shower, or basin.
• The Company will not install a system without a tempering valve, as this would be non-compliant and illegal.
• Tempering valves are factory preset to 50°C.
• Approved drain discharge points include:
  • Sewer
  • Stormwater
  • Rubble pits

26.7 Compliant Installations for Storage Units

• If a compliant base and drain lines are not available, silver inclusions will not be compatible.
• A base-rate installation must include:
  • A compliant support base
  • A tempering valve
  • Insulated pipework and valves
  • Drain lines run to an approved discharge point

27. Water Filter Specific Conditions

27.1 Mains Water Filters

Mains water filters are designed for adaptation to copper feed on inlet.

Access must be standing only—no installations under houses or in ceilings without adequate head height.

Whole home filters must be in a readily accessible position for maintenance and filter replacement.

If pipe modifications are required to meet installation standards, a quote will be provided before commencing work.

If existing plumbing does not meet AS/NZS 3500 standards, necessary upgrades must be completed at the Customer’s expense.

27.2 Under-Sink Water Filters

Under-sink filters must be installed in cabinets with enough clearance for servicing and filter changes.

If the cabinet floor is damaged or non-compliant, additional reinforcement may be required at an extra cost.

All installations must include an isolation valve for maintenance.

If existing plumbing lacks an isolation valve, one must be installed at an additional cost of $50 + GST.

27.3 Whole House Water Filtration Systems

Whole house filtration systems must be installed in an outdoor, ventilated area with standing access.

Wall-mounted installations require solid structural support—if an adequate structure is unavailable, a custom support bracket may be required at an additional cost.

Systems cannot be installed inside cabinetry, ceilings, or confined spaces where filter changes would be difficult.

Drainage for filter flushing must be directed to an approved discharge point, such as:

Stormwater

Sewer

Gravel soak-away

27.4 Filter Replacement and Maintenance

Customers are responsible for scheduling regular filter changes to maintain water quality and system longevity.

Blocked or neglected filters can cause water pressure drops and damage the system—this is not covered under any warranty.

If a system failure occurs due to a lack of maintenance, any required repairs will be at the Customer’s expense.

27.5 Installation Base and Positioning

All installations require an approved support base.

Unapproved base materials include:

Wood

Fibro

Bricks

Plastic pieces

If a compliant base is unavailable, one must be installed at an additional cost.

27.6 Compliance and Regulations

All installations must comply with AS/NZS 3497 & AS/NZS 3500 standards.

If a filter system requires a backflow prevention device, this must be installed at an additional cost.

If a pressure reduction valve is required due to high mains pressure, this will be quoted before installation.

Installations cannot interfere with existing plumbing warranties—any required modifications will be quoted accordin.

27.7 Exclusions and Additional Costs

Installation pricing applies only to standard, ground-level installations with no additional plumbing modifications.

If an existing plumbing issue prevents installation, work cannot proceed until the issue is resolved.

Additional costs apply for:

Pipework modifications

Additional fittings or brackets

Accessing difficult installation sites

Extending plumbing to a new location

Installing required compliance components (e.g., pressure reduction valves, backflow prevention.

28. Cooking Equipment

28.1 Existing Installations

• All customer-supplied gas appliances must have visible model, serial, and gas approval numbers to be installed.
• Any existing gas installations that do not comply with AS5601 standards must be rectified at the owner’s expense. A quote will be provided before work begins.
• Gas chains are now mandatory for all LPG gas installations over 9kg. If not already installed, a chain set must be fitted at $40 + GST.

28.2 New Installations & Conversions

• Gas stove conversions between LPG and Natural Gas (NG) can be performed using the stove’s manufacturer-supplied conversion kits.
• Standard conversion and commissioning are included for top-mounted injectors.
• If the stove has internal injectors, an additional charge of $80 (inc. GST) applies for the conversion.
• Gas appliance replacements are quoted based on installation in the same position, with no bench modifications unless relocation is explicitly included in the quote.

28.3 Compliance with Regulations

• If the current installation does not comply with AS5601 standards, the appliance must be relocated at the owner’s expense.
• Relocation may affect gas pipe size and pressure, which may require additional modifications.