JR Gas & Water – Quote, Purchase, Online Order, Delivery and Installation Terms and Conditions

1. Important Customer Information

These Terms and Conditions apply to all quotes, purchases, online orders, deliveries, installations, service bookings, and related works supplied by JR Gas & Water.

Please read these Terms carefully before placing an order, accepting a quote, or booking any service.

By proceeding with a purchase, booking, quote acceptance, or installation, the Customer acknowledges that they have read, understood, and agree to these Terms.

Service Areas and Online Order Eligibility
JR Gas & Water provides services across various regions of South East Queensland; however, eligibility for online ordering, advertised pricing, and any stated scheduling or installation timeframes is limited to selected service areas only.

Unless otherwise stated in writing, online orders, online booking availability, advertised installation timeframes, and any stated response or scheduling timeframes apply to Greater Brisbane and the Gold Coast only.

For the avoidance of doubt, all Bay Islands are excluded from online ordering and standard online booking eligibility, including but not limited to:

• Bribie Island
• Russell Island
• Lamb Island
• Karragarra Island
• Macleay Island
• Coochiemudlo Island
• North Stradbroke Island
• South Stradbroke Island

Customers located in Bay Islands, Sunshine Coast, Lockyer Valley, Toowoomba, Scenic Rim, and Somerset must complete JR Gas & Water’s Quote Request Form before any order, booking, or installation can be confirmed.

For these excluded areas, online ordering is not available, and any advertised, estimated, indicative, or standard timeframes, including same-day, next-day, or other scheduling windows, do not apply unless expressly confirmed by JR Gas & Water in writing.

JR Gas & Water reserves the right to accept, decline, delay, or re-scope any order, booking, delivery, or installation outside its standard online service areas at its sole discretion, including where travel, freight, access, contractor availability, ferry/barge transport, site conditions, or other logistical requirements apply.

1.1 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any right, remedy, guarantee, or condition that cannot lawfully be excluded, restricted, or modified under the Australian Consumer Law or any other applicable law.

Where a Customer is entitled to a remedy under the Australian Consumer Law, these Terms operate subject to those rights.

1.2 Customer-Provided Information

All pricing, package selection, online ordering, booking suitability, and installation assumptions are based on the accuracy and completeness of the information provided by the Customer, including but not limited to:

• installation address;

• access conditions;

• whether the installation is internal or external;

• the existing system type, size, make and model;

• gas type;

• photos, videos, plans, notes, and descriptions provided by the Customer;

• whether the installation is a same-position replacement;

• whether compliant drainage, power, valves, base, and pipework already exist; and

• whether landlord, owner, body corporate, or third-party approvals are required.

If any information provided by the Customer is inaccurate, incomplete, misleading, or materially different from site conditions found on attendance, JR Gas & Water may:

• requote the works;

• vary the scope and price;

• delay the works;

• suspend installation;

• leave the system disconnected or uncommissioned where safety or compliance requires; or

• treat the job as a cancellation where the works cannot lawfully or safely proceed.

1.3 Owner / Authorised Agent Warranty

If the person accepting the quote, placing the order, or booking the works is not the property owner, that person warrants that they are duly authorised by the owner or principal to do so and to bind the owner or principal to these Terms.

If that authority does not exist, the person making the booking or purchase agrees to be personally liable for all costs, charges, variations, fees, and obligations arising under these Terms.

1.4 Quote Validity

Unless otherwise stated in writing, all quotes issued by JR Gas & Water are valid for 30 days from the date of issue.

After that period, JR Gas & Water may revise the quoted price, scope, inclusions, lead time, stock allocation, freight cost, or installation timing to reflect current pricing, supplier availability, labour conditions, or site information.

A quote is not deemed accepted, stock is not reserved, and a booking is not secured until any required acceptance, deposit, or payment has been received in cleared funds.

1.5 Entire Agreement and Order of Precedence

These Terms, together with the accepted quote, order confirmation, package guide, product listing, and any written special conditions issued by JR Gas & Water, form the entire agreement between the parties.

If there is any inconsistency, the following order of precedence applies:

1. written special conditions on the quote, invoice, or order confirmation;

2. the accepted quote or package selection guide;

3. the relevant product or service page;

4. these Terms and Conditions.

1.6 Customer Review and Acceptance of Product Descriptions, Package Guides, and Requirements

By placing an order, accepting a quote, paying a deposit, or booking works, the Customer expressly acknowledges, warrants, and agrees that they have read, understood, and accepted in full all relevant product descriptions, product listings, package guides, service pages, scope notes, exclusions, assumptions, limitations, special conditions, and installation or supply requirements made available by JR Gas & Water, whether provided online, in a quote, in an order confirmation, or otherwise in writing.

The Customer agrees that the online product description and any applicable package guide, service page, or written quote form a material part of the contract and are relied upon by JR Gas & Water for pricing, product allocation, scheduling, labour allowance, installation scope, and delivery of the works.

The Customer warrants that, before proceeding, they have reviewed and understood in full:

a. the exact product being purchased;
b. the applicable installation package, service level, or scope of works;
c. all stated inclusions, exclusions, assumptions, and limitations;
d. all stated product, site, access, compliance, utility, and installation requirements; and
e. whether the selected product, package, and scope are suitable for their property, intended use, and required outcome.

The Customer further agrees that they must not place any order, accept any quote, or proceed with any booking unless they fully understand the applicable product description, installation requirements, package guide, and quoted scope, and have obtained written clarification from JR Gas & Water on any matter that is unclear, uncertain, or not expressly confirmed.

Any order placed without first obtaining such clarification is deemed to be the Customer’s confirmation that:

a. they have read and understood the relevant product description, package guide, service page, and quote in full;
b. they accept the stated scope, assumptions, exclusions, and requirements;
c. the selected product, package, and works meet their requirements; and
d. the property, site conditions, access, and existing services meet the stated requirements for supply and installation.

The Customer acknowledges and agrees that failure to read, review, or properly understand the applicable product description, package guide, service page, quote, or stated requirements does not relieve them of responsibility for the order placed and does not limit JR Gas & Water’s right to apply variations, additional charges, restocking fees, cancellation charges, rescheduling fees, or other costs arising from any mismatch between the order placed and the actual site conditions, requirements, or intended use.

2. Online Order Service Areas and Booking Eligibility

2.1 Online Order Service Areas

Online pre-purchasing and pricing is available and applicable for customers in Greater Brisbane (excluding Bribie Island) and the Gold Coast only.

Online hot water service ordering is for external installations only unless otherwise expressly stated in writing by JR Gas & Water.

For customers located in Bribie Island, Lockyer Valley, Toowoomba, Scenic Rim, Sunshine Coast, or any other area outside the standard online service area, a quote request must be submitted and online pricing may not apply.

2.2 External Installation Requirement for Online Orders

All online hot water system packages are based on external, ground-level installations only unless otherwise expressly stated in writing.

Internal installations, subfloor installations, under-house installations, or any installation in an enclosed, restricted, elevated, or non-standard location must proceed by quotation and written confirmation only.

2.3 Same Day Installation Cut-Off

The cut-off for guaranteed same day installation is 7:00am.

• Orders received before 7:00am may qualify for guaranteed same day installation where otherwise eligible.

• Orders received between 7:00am and 10:00am may be subject to availability and written confirmation.

• Orders received after 7:00am that are not confirmed for same day attendance will generally be completed the following business day.

Same day installation is available in Greater Brisbane and Gold Coast only.

2.4 Weekend and Public Holiday Installation Cut-Off

The cut-off for weekend and public holiday installation is 12:00pm one business day prior.

Bookings made after this cut-off may be accepted subject to availability and written confirmation only.

Weekend and public holiday installation is available in Greater Brisbane and Gold Coast only.

2.5 Discounted 5, 10 and 20 Business Day Install Options

Any 5, 10, or 20 business day discounted installation option is offered strictly on a day and time convenient to JR Gas & Water.

The completion period commences on the first business day after purchase. For example, an order placed on 1 February will have its installation period counted from the next business day.

Where the Customer requires a specific day, timed booking, urgent attendance, or a date chosen by the Customer, the discounted install option may not apply and a different install rate may be required.

JR Gas & Water will issue the scheduled installation day or ETA by email, SMS, phone, or booking platform communication once the booking is processed.

For discounted rate bookings, if a Customer receives at least 48 hours’ notice of the allocated booking and has accessed the booking details without notifying JR Gas & Water that the time is unsuitable, cancellation or postponement fees may apply.

For 10- and 20-business-day discounted bookings, once an ETA is issued, the Customer may advise within 24 hours of receiving the booking confirmation that the time is unsuitable without penalty. If no such notice is given within that 24-hour period, standard cancellation fees apply.

2.6 Gas Type

Unless otherwise noted in writing, all gas systems supplied by JR Gas & Water are Natural Gas units.

If the Customer requires LPG / bottled gas, this must be clearly noted before order processing or at checkout where available.

Natural Gas and LPG systems are not cross-compatible. If the incorrect gas type is ordered due to customer error or omission, the Customer will be responsible for any resulting variation costs, restocking fees, delivery charges, return costs, or replacement costs.

2.7 Delivery and Booking Timeframes

Any stated booking, delivery, installation, dispatch, or attendance timeframe is an estimate only unless JR Gas & Water has expressly guaranteed that timeframe in writing.

For the avoidance of doubt:

• same day services remain subject to stock, route planning, access, weather, and final booking confirmation;

• weekend and public holiday installations remain subject to labour availability and supplier support;

• 5-, 10-, and 20-business-day discounted installation options are not customer-selected date bookings and remain at JR Gas & Water’s convenience;

• where delays occur due to weather, access, safety issues, stock shortages, third-party trades, or customer-caused delays, the installation period may be extended by a reasonable period.

2.8 Weather Delays and Hot Water Delivery Conditions

The Customer acknowledges that weather conditions may affect delivery and installation timing.

In particular, hot water systems may be delayed in wet weather where manual unloading, electrical handling, site safety, flooding, slippery access, or transport conditions make delivery or installation unsafe or impractical.

Where wet weather, storms, flooding, or unsafe access prevent delivery or attendance, JR Gas & Water may reschedule the works to the next available suitable time without liability for delay.

2.9 Express and Priority Service Conditions

Where JR Gas & Water offers an express, same day, or priority delivery / installation option, that service applies only within the eligible service area and only where the order meets all required cut-off times, stock availability, safe access requirements, and package assumptions.

If the Customer’s site, order, package selection, or site conditions prevent completion within the priority timeframe, JR Gas & Water may reclassify the order to the next available standard service level and apply any refund or adjustment only where expressly promised in writing or required by law.

3. Package Selection and Customer Acknowledgement

3.1 Package Selection Acknowledgement

By proceeding with a purchase, booking, or order, the Customer confirms that they have read, understood, and accepted the inclusions, exclusions, and assumptions applicable to the selected product and installation package.

Customers acknowledge that their selected product and installation package must match the actual site conditions and installation requirements.

3.2 Package Guide Reference

Customers must review the relevant JR Gas & Water package guide before finalising their purchase or booking, including where applicable:

• 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

3.3 Base and Silver Package Acknowledgement

Customers acknowledge that any additional work or upgrade costs that may apply to a Base installation, including but not limited to non-compliant pipework, inaccessible locations, unsuitable bases, drainage issues, required electrical work, or required compliance upgrades, may also apply to Silver inclusions where relevant unless expressly stated otherwise.

3.4 Failure to Meet Package Requirements

If the site does not meet the requirements of the selected package, JR Gas & Water may:

• issue a variation or revised quote;

• reclassify the job to the correct package level;

• suspend works pending approval;

• leave the unit disconnected or uncommissioned if compliance or safety requires; or

• cancel the service if the required works are not approved.

This may result in delays, additional charges, system downtime, or cancellation fees.

4. Site Access, Installation Conditions and Work Area Requirements

4.1 General Access Requirement

All quoted pricing and online package pricing is based on safe, direct, ground-level access suitable for a standard installation by JR Gas & Water staff using standard equipment, unless otherwise agreed in writing.

4.2 Restricted Access Charges

If access to the work site is restricted, additional charges will apply. Restricted access includes, but is not limited to:

• less than 1 metre of clear, level access;

• inability to walk upright to the installation location;

• access requiring removal or relocation of items;

• inability to complete the works from ground level by a single person where the quoted package assumes this;

• steep driveways or uneven terrain;

• stairs;

• ladders, work platforms, or elevated access requirements;

• screens, fences, awnings, planters, retaining walls, air conditioners, water tanks or similar obstructions;

• access through neighbouring properties;

• access under buildings;

• access through the internal areas of a home;

• access with less than 2 metres headroom;

• open holes, soft ground, unstable areas, or similar hazards; and

• any situation where the unit cannot be safely and easily transported by trolley by one person.

Restricted access labour is charged at $140 per hour in 15-minute increments. Any machinery or special equipment required is charged at cost plus 15%.

4.3 Additional Installers

If access, lifting requirements, system weight, distance, terrain, or safety conditions require more than one JR Gas & Water staff member to attend, additional installer charges apply at $250 per person.

Any installation requiring systems with a weight exceeding 40kg to be transported through the internals of a property or lifted will automatically require a second person

These charges will be confirmed with the Customer before proceeding wherever reasonably practicable.

4.4 No Customer-Provided Labour

Homeowners, occupants, neighbours, friends, family members, or third parties are not permitted to act as lifting support, labourers, assistants, or installation helpers during the works.

All lifting and labour must be performed only by JR Gas & Water personnel or approved contractors.

This requirement exists to maintain compliance with workplace health and safety obligations, insurance requirements, safe handling procedures, and quality control.

4.5 Return Visits for Access Issues

If JR Gas & Water attends and cannot proceed due to undisclosed or unresolved access issues, a return visit fee of $300 applies, plus the cost of any additional labour, equipment, or trades required.

4.6 Definition of External Installation

An external installation refers to a hot water system installed outside the building line of the main dwelling or structure.

Unless expressly agreed in writing, an external installation does not include:

• under houses;

• under decks;

• subfloor spaces;

• garages;

• sheds;

• enclosed outbuildings; or

• enclosed spaces that do not provide suitable access, ventilation, drainage, and compliance.

All external installations must be fully accessible, weather-exposed as appropriate, and compliant with manufacturer instructions and applicable laws.

4.7 Work Area to Be Clear and Ready

The Customer must ensure the work area is clean, safe, and clear before attendance. This includes removing or securing any belongings, furniture, stored items, vehicles, or obstacles that may affect access or safe completion of the works.

Unless expressly included in writing, JR Gas & Water is not responsible for moving, storing, protecting, reconnecting, reinstating, or repairing customer property, landscaping, cabinetry, finishes, or appliances affected by access limitations or required works.

4.8 Internal Installations Unless Previously Advised

Internal installations are excluded from online external installation pricing and package assumptions unless the Customer has specifically disclosed the internal location and JR Gas & Water has agreed in writing.

Examples include but are not limited to:

• installations in cupboards;

• laundry cupboards;

• inside garages;

• enclosed plant rooms;

• under stairs;

• inside roofed utility spaces; and

• within any enclosed part of the building line.

If an installation booked as external is found to be internal or semi-internal on attendance, the job may be requoted, rescheduled, or suspended and additional charges will apply.

4.9 Ground Level Requirement

Unless expressly agreed otherwise in writing, all standard package pricing assumes the system can be removed and installed from ground level without specialist lifting equipment.

Replacement systems must be situated on level ground. Continuous flow units must still remain fully accessible and removable from ground level unless expressly quoted otherwise.

4.10 Crane and Franna Access Requirements

Where JR Gas & Water determines that a crane, Franna, hiab, or other lifting equipment is required to safely complete delivery, removal, relocation, or installation of a hot water system or other equipment, the following conditions apply.

Standard crane pricing and assumptions are based on access suitable for a 25-tonne Franna crane, unless otherwise stated in writing.

The Customer must ensure, at the Customer’s cost unless expressly agreed otherwise in writing, that the site provides suitable and lawful crane access, including but not limited to:

a. a clear, stable, and usable off-street setup area of approximately 4 metres wide by 15 metres long for the crane and associated lifting operations;

b. safe access for the crane to enter, manoeuvre, set up, lift, and exit the site;

c. ground conditions suitable for the weight of the crane and load, including stable and adequately compacted ground free from subsidence risk, bogging risk, voids, erosion, concealed services, uncompacted fill, soft edges, and other unsafe or unsuitable subsurface conditions;

d. a lifting path free from overhead obstructions, including but not limited to overhanging power lines, service wires, tree limbs, awnings, carports, roofs, scaffolding, antennas, and similar hazards;

e. sufficient clearance from buildings, boundaries, structures, vehicles, and neighbouring property to allow the lift to be carried out safely and legally; and

f. any permits, traffic control, road occupancy approvals, neighbour permissions, or other third-party approvals required for crane access or lifting operations.

JR Gas & Water may refuse to proceed with any lift where site conditions are unsafe, unsuitable, non-compliant, or materially different from those disclosed at the time of quoting or booking.

The Customer acknowledges that crane operations rely on site conditions and subsurface conditions that may not be visible prior to attendance. JR Gas & Water is not liable for bogging, sinking, cracking, ground failure, subsidence, surface damage, driveway damage, paving damage, landscaping damage, or other loss or damage arising from inadequate, unstable, or concealed poor ground or subsurface conditions, except to the extent caused by the proven negligence of JR Gas & Water.

Any crane, Franna, lifting gear, traffic control, permit, delay, standby time, return visit, aborted lift, or additional labour required due to site access issues, unstable ground, overhead obstructions, clearance issues, undisclosed conditions, or failed attendance will be charged to the Customer at cost plus 15%, in addition to any applicable return visit fees and labour charges.

4.11 Obstruction and Reinstatement Exclusion

Where access requires removal or disturbance of screens, fences, awnings, cladding, appliances, tanks, stored items, garden features, cabinetry, pavers, retaining materials, or similar obstructions, JR Gas & Water is not responsible for cosmetic repair, reinstatement, repainting, reinstallation, or matching of finishes unless expressly included in writing.

Any required builder, carpenter, landscaper, cabinet maker, air-conditioning technician, plasterer, tiler, or similar trade is excluded unless specifically quoted.

5. Site Safety, Animals, Hazardous Conditions and Right to Refuse Work

5.1 Safety First

JR Gas & Water may refuse to commence, continue, or complete works where site conditions are unsafe, unlawful, hazardous, abusive, or otherwise unsuitable for staff, contractors, occupants, the public, or property.

5.2 Intoxication, Drugs and Prohibited Substances

If, upon arrival or at any time during attendance, JR Gas & Water personnel observe:

• any person on site visibly intoxicated or under the influence of alcohol or drugs;

• any person actively consuming alcohol or drugs; or

• drug-related items or paraphernalia including but not limited to needles, syringes, pipes, bongs, chemical containers, powders, residue, or other associated items,

work may cease immediately and staff may leave the site.

Where this occurs, the appointment may be treated as a same-day cancellation and fees may apply under these Terms, together with any travel, time-on-site, equipment recovery, or related costs.

JR Gas & Water may decline to reattend where the risk remains unresolved.

5.3 Animals

All animals must be fully restrained, isolated, or removed from the work area for the entire duration of attendance.

Any animal displaying aggressive, territorial, unpredictable, or protective behaviour must be secured or removed before works commence. JR Gas & Water will determine, acting reasonably, whether an animal presents an unacceptable risk.

If animals are unsecured, interfere with the works, or pose a risk, JR Gas & Water may cease work and leave site. The booking may then be treated as a same-day cancellation and reattendance may be subject to further charges.

The Customer is responsible for any delay, damage, injury, or additional cost arising from animals on or near the worksite.

5.4 Environmental and Hazardous Conditions

The Customer must ensure the site is free from environmental or hazardous conditions including, but not limited to:

• chemical leaks or spills;

• fuels or flammable materials;

• hazardous gases or fumes;

• mould;

• infectious or medical waste;

• biological contamination;

• asbestos or suspected asbestos-containing materials;

• open or damaged sewer systems;

• exposed septic pits or tanks;

• flooded areas, wastewater pooling, or contamination;

• unsafe electrical hazards; and

• any other condition affecting health, safety, legality, or safe completion of the works.

If such hazards are identified, JR Gas & Water may immediately cease work and vacate the site. The appointment may be treated as a same-day cancellation.

If specialist attendance, remediation, environmental management, or additional protective measures are required, those costs are payable by the Customer.

5.5 Abuse, Threatening Conduct and Unsafe Behaviour

JR Gas & Water reserves the right to stop work and leave immediately if any staff member or contractor is subjected to abuse, threats, harassment, intimidation, unlawful conduct, discriminatory behaviour, or unsafe interference.

In such circumstances, the booking may be treated as cancelled and all attendance, travel, labour, administration, and recovery costs may be charged.

5.6 Reporting of Serious Safety Issues

Where JR Gas & Water reasonably believes that a site condition presents a serious risk to health, safety, animal welfare, public infrastructure, or legal compliance, JR Gas & Water may notify the relevant owner, authority, network, insurer, council, or regulator as required or permitted by law.

6. Installation Scope, Variations, Latent Conditions and Make-Safe Rights

6.1 Scope Based on Visible Conditions

Quotes, package pricing, and online order pricing are based on visible site conditions and the information available at the time of quoting or order.

JR Gas & Water is not responsible for concealed or latent conditions not reasonably identifiable beforehand.

6.2 Latent Conditions

Latent or concealed conditions may include, but are not limited to:

• hidden pipework defects;

• buried or concealed services;

• concealed electrical defects;

• non-compliant prior work;

• corroded or seized fittings;

• undocumented relocations or alterations;

• inaccessible drains or discharge points;

• unsuitable wall, floor, or base structure;

• structural damage, water damage, or rot;

• concealed gas defects or pressure issues; and

• any other hidden condition affecting lawful or safe completion.

Where latent conditions are identified, the required rectification works will be treated as a variation.

6.3 Variations

A variation arises where the works required differ from the original scope, package, listing, or assumptions.

Variations may arise due to:

• incorrect package selection;

• inaccurate customer information;

• access issues;

• compliance defects;

• latent conditions;

• required safety devices;

• electrical upgrades;

• changed site conditions;

• customer instructions;

• supplier substitutions; or

• any additional work necessary to complete the installation lawfully, safely, and in accordance with manufacturer requirements.

6.4 Variation Approval

Where reasonably practicable, JR Gas & Water will obtain Customer approval before carrying out variation work.

Variation approval may be given by:

• signed quote;

• email;

• SMS;

• payment of the variation invoice;

• online acceptance;

• written approval in a job platform; or

• verbal approval on site, where confirmed in JR Gas & Water records.

6.5 Urgent Safety or Make-Safe Work

Where unsafe, illegal, or non-compliant conditions are identified, JR Gas & Water may, acting reasonably and as required for safety or compliance:

• isolate services;

• cap or disconnect water, gas, or power;

• leave the system uncommissioned;

• suspend the works; or

• make the site reasonably safe pending further approval.

JR Gas & Water is not liable for loss arising from a system being left disconnected, isolated, or out of service where this is necessary for safety, legal compliance, manufacturer compliance, or due to the Customer declining required rectification works.

Minimum make-safe, temporary isolation, temporary capping, draining down, temporary reinstatement, or similar temporary works are chargeable attendances and do not form part of full completion unless expressly included.

If urgent safety or compliance work is required and the Customer or authorised contact cannot be reached after reasonable attempts, JR Gas & Water may carry out the minimum work reasonably necessary to make the site safe, isolate the system, prevent damage, or comply with legal obligations, and the Customer must pay the reasonable cost of that work.

6.6 Substitutions

If a specified product, fitting, valve, component, or material becomes unavailable, JR Gas & Water may substitute an alternative of equal or superior quality and specification. No lesser product will be used without Customer approval unless required for immediate make-safe reasons.

6.7 Products and Manufacturers

Unless otherwise agreed in writing, materials and components may be sourced from the following reputable, warranty-backed manufacturers or equivalent approved brands:

• Valves – AVG, RMC, Rye Metal and related brands

• Copper (Type B) – Kembla, Crane

• PEX systems – Ezipex

• Insulation – eFlex, K-Flex

• Electrical switches and timers – Hager

• Conduit (medium duty PVC) – Vinidex, GTS

• Brassware – Brasshards

• Hydraulic crimp fittings – EziPress, Viega, Kembla

6.8 No Oral Variations or Reliance on Unconfirmed Statements

Only inclusions, exclusions, variations, product changes, pricing changes, and scope adjustments confirmed in writing by JR Gas & Water are binding.

Any verbal statement, estimate, opinion, site discussion, or informal comment made by staff, contractors, sales personnel, or call centre staff does not vary the contract unless later confirmed in writing.

6.9 Partial Completion

If part of the works can be lawfully and safely completed but another part cannot proceed due to site conditions, customer refusal, missing approvals, third-party incomplete works, defective existing infrastructure, unavailable services, supplier delay, or other reasons outside JR Gas & Water’s control, the Customer remains liable for:

• the portion of work completed;

• attendance and labour already incurred;

• materials supplied, used, or reserved;

• disposal already performed; and

• any make-safe or return visit costs.

6.10 Customer Delay During Attendance

If JR Gas & Water is delayed on site due to customer-caused reasons including indecision, missing approvals, unavailable occupants, inability to clear access, unavailable services, or requests to pause works after attendance, waiting and delay time may be charged at the applicable hourly labour rate and any resulting return visit may be charged separately.

6.11 Third-Party Trade Dependency

Where JR Gas & Water’s work depends on a builder, electrician, roofer, cabinet maker, tiler, concreter, air-conditioning technician, solar contractor, or any other third party, JR Gas & Water is not liable for delay, defect, incomplete work, non-compliance, or reattendance caused by that third party.

If JR Gas & Water is unable to complete its works because a third party has not completed required work, a return visit fee and any additional attendance costs may apply.

6.12 Fragile Existing Infrastructure and Necessary Disturbance

The Customer acknowledges that many existing plumbing, gas, drainage, electrical, and building components may be aged, brittle, seized, painted-over, corroded, concealed, non-standard, or degraded.

Where JR Gas & Water uses reasonable care in carrying out removal, isolation, connection, drilling, cutting, lifting, access, or rectification work, JR Gas & Water is not liable for unavoidable failure or breakage of fragile existing infrastructure not caused by negligence.

Rectification of such existing-condition failures is treated as additional work unless caused by JR Gas & Water’s failure to exercise due care and skill.

6.13 Hidden Water Damage, Rot, Mould and Building Defects

JR Gas & Water is not responsible for pre-existing water damage, mould, rot, rust, termite damage, structural weakness, hidden leaks, deteriorated framing, or other concealed building defects discovered during removal or installation.

Any building rectification, carpentry, plastering, painting, waterproofing, or related rectification is excluded unless expressly included in writing.

6.14 Cosmetic Matching and Finishes

Unless expressly included in writing, JR Gas & Water does not guarantee exact matching of paint, tile, grout, render, sealant, cladding, paving, stone, cabinetry, trim, or other finishes where surrounding materials are aged, weathered, discontinued, or not reasonably matchable.

6.15 Access Route Disturbance and Surface Compression

The Customer acknowledges that access by trolley, lifting equipment, manual handling, or normal attendance may cause minor compression or disturbance to turf, gravel, soil, mulch, pavers, garden beds, paths, or other access routes, particularly in wet or soft ground conditions.

JR Gas & Water is not liable for minor access-route disturbance where reasonable access methods are used and there is no negligence.

7. Delivery, Supply of Goods, Title and Risk

7.1 Delivery Timeframes

JR Gas & Water will use reasonable efforts to deliver Goods or attend for Services within the estimated timeframes communicated to the Customer.

Any delivery or installation timeframe is an estimate only unless expressly stated to be guaranteed in writing.

7.2 Delays Beyond Reasonable Control

JR Gas & Water is not liable for delays or non-delivery caused by matters beyond its reasonable control, including but not limited to weather, flooding, traffic, road closures, supplier delays, stock shortages, subcontractor availability, emergency work, network outages, unsafe site conditions, industrial action, authority requirements, or force majeure events.

Where a delay occurs, JR Gas & Water may complete delivery or attendance at a later time and the Customer agrees to accept delivery or completion within a reasonable revised timeframe.

7.3 Risk on Delivery

If JR Gas & Water elects to post, ship, transport, or arrange delivery of Goods, risk of loss or damage remains with JR Gas & Water during transit until the Goods arrive at the Customer’s nominated delivery address.

Once delivered to that address, risk passes to the Customer.

7.4 Unattended Delivery / Safe Drop

If the Customer requests or authorises unattended delivery, safe drop, or delivery in the absence of the Customer, risk passes once the Goods are left at the nominated location.

The Customer is responsible for theft, weather exposure, vandalism, damage, deterioration, or movement of the Goods after that point.

JR Gas & Water or its delivery agent may refuse to unload or leave Goods where the nominated location is unsafe, inaccessible, unstable, unlawful, or likely to damage the Goods or surrounding property.

7.5 Delivery Inspection

The Customer should inspect delivered Goods as soon as reasonably practicable after delivery.

Any visible shortage, damage, or delivery issue should be reported to JR Gas & Water promptly and before installation where possible.

The Customer must not install obviously damaged Goods without first notifying JR Gas & Water, except where immediate make-safe work is required.

Nothing in this clause limits any rights the Customer may have under the Australian Consumer Law.

7.6 Supply-Only Orders

Where JR Gas & Water supplies Goods without installation:

• the Customer is responsible for selecting suitable products for the intended application;

• the Customer is responsible for engaging appropriately licensed and qualified installers where required by law;

• JR Gas & Water does not provide any labour or installation-performance warranty for work not performed by JR Gas & Water;

• any issue caused or contributed to by third-party installation, commissioning, handling, storage, transport, electrical work, gas work, plumbing work, or misuse is excluded from JR Gas & Water workmanship responsibility; and

• once a product has been installed by a third party, no return will be accepted for change of mind.

Nothing in this clause excludes any non-excludable rights the Customer may have under law in relation to the supplied Goods themselves.

7.7 Customer-Supplied Products and Parts

If JR Gas & Water agrees to install or connect a customer-supplied product, fixture, valve, fitting, appliance, or part:

• the Customer is solely responsible for ensuring the item is correct, complete, undamaged, suitable, approved, and fit for purpose;

• JR Gas & Water gives no warranty as to the quality, compatibility, suitability, or manufacturer performance of customer-supplied items;

• labour, attendance, adaptation, and variation charges remain payable even if the item is incorrect, incomplete, incompatible, damaged, or faulty;

• extra charges apply for any additional work required to adapt existing infrastructure to suit the customer-supplied item; and

• if the Customer insists on using their own supplied replacement part in a repair or warranty context, JR Gas & Water gives no product warranty on that part and any associated labour remains chargeable if the part fails or is incorrect.

7.8 Returns by Agreement

Except where required by law, Goods are not returnable unless JR Gas & Water agrees in writing.

Any agreed return is subject to these Terms, including any applicable restocking, shipping, collection, and handling charges.

7.9 Special-Order, Non-Stock and Trade-Priced Items

Special-order items, custom-sourced items, non-stock items, and trade-priced items may be subject to different return, cancellation, and refund rules.

Unless required by law, special-order items may not be cancelled once ordered from the supplier.

Where supplier cancellation fees, restocking fees, freight costs, or custom-order charges are actually incurred, those amounts may be passed on to the Customer.

7.10 Uncollected or Abandoned Goods

If the Customer fails to collect approved return items, stored goods, or customer-owned goods left with JR Gas & Water within a reasonable time after notice, JR Gas & Water may charge reasonable storage fees.

If the goods remain uncollected after further reasonable notice, JR Gas & Water may dispose of, recycle, return, or sell the goods to recover storage, handling, and disposal costs, subject to applicable law.

7.11 Goods Left On Site at Customer Request

If the Customer requests that removed equipment, old systems, scrap materials, or customer-owned items be left on site, they are left entirely at the Customer’s risk.

JR Gas & Water is not responsible for later leaks, stains, corrosion, contamination, deterioration, movement, disposal, or re-use of any item left on site at the Customer’s request.

7.12 Title to Goods

Title in Goods supplied by JR Gas & Water does not pass until the Customer has paid all amounts owing for those Goods and any related Services in full.

Until title passes, the Customer must keep the Goods identifiable and in reasonable condition and must not do anything inconsistent with JR Gas & Water’s ownership rights.

7.7 Retention of Title and Recovery

To the extent lawful and practical, JR Gas & Water retains a security interest in unpaid Goods and may take reasonable lawful steps to protect or recover its interest.

Where Goods have been installed, affixed, or integrated into other property, JR Gas & Water may instead elect to recover the unpaid amount as a debt rather than remove the Goods.

Nothing in this clause requires JR Gas & Water to remove installed goods where removal would be unsafe, unlawful, impractical, or likely to cause disproportionate damage.

8. Payment Terms, Default, Debt Recovery and Set-Off

8.1 Payment

The Customer must pay all amounts due in cleared funds by the due date stated on the quote, invoice, online checkout, payment portal, or other written communication from JR Gas & Water.

Unless otherwise stated, payment is due immediately on invoice or as otherwise required prior to booking, delivery, installation, commissioning, or release of goods.

8.2 Accepted Payment Methods

Unless otherwise approved in writing, payments must be made via JR Gas & Water’s online payment portal.

Accepted via portal may include Visa, Visa Debit, MasterCard, and MasterCard Debit.

Alternative methods such as OpenPay, ZipPay, Humm, cash, or EFT may be accepted only with prior written approval. Where portal-only discounts or pricing apply, such discounts may be removed if an alternative method is used.

8.3 Late Payment, Dishonours and Interest

If payment is not made by the due date, JR Gas & Water may:

• charge a late payment administration fee of $50.00;

• charge interest at 15% per annum on overdue amounts, calculated daily;

• charge a dishonour handling fee of $25.00 for failed transactions;

• suspend further supply of Goods or Services;

• refuse future bookings; and

• take steps to recover the debt.

8.4 Default

The Customer is in default if the Customer:

• fails to pay any amount when due;

• breaches these Terms and fails to rectify the breach within 7 days after written notice where rectification is possible;

• wrongfully cancels delivery, booking, or confirmed works;

• becomes bankrupt or insolvent; or

• has enforcement action taken against relevant assets.

8.5 Recovery Costs

If JR Gas & Water incurs reasonable costs recovering overdue amounts, the Customer agrees to pay those reasonable recovery costs, including debt collection fees, legal costs, filing fees, and enforcement costs, to the extent permitted by law.

Where an account is referred for collection, a collection fee may apply where actually incurred.

8.6 Chargebacks and Payment Reversals

If the Customer initiates a chargeback, bank dispute, payment reversal, or card dispute after Goods have been supplied, delivered, ordered, reserved, or works have been attended or completed, and the payment is withheld, reversed, frozen, or clawed back, the Customer agrees to pay:

• the outstanding contract price or invoiced amount if properly due;

• any merchant, payment platform, or banking fees actually incurred;

• reasonable administration costs actually incurred in responding to the dispute, capped at $500 including GST unless a greater amount is proved;

• any reasonable debt recovery or legal costs actually incurred in recovering the debt; and

• any interest otherwise payable on overdue amounts.

This clause does not prevent a Customer from exercising any lawful right to dispute a transaction or pursue a remedy available under law.

8.7 No Set-Off by Customer

The Customer must not withhold payment or deduct any amount from money due to JR Gas & Water by reason of any claim, alleged set-off, or dispute, except to the extent required by law.

8.8 Set-Off by JR Gas & Water

JR Gas & Water may apply any credit or amount otherwise owed to the Customer against any amount the Customer owes JR Gas & Water.

8.9 Joint and Several Liability

If more than one person or entity is named as the Customer, each is jointly and severally liable for all amounts due and obligations under these Terms.

9. Booking Cancellations, Postponements, Variations, Returns, Refunds and Store Credit

9.1 General Principle

JR Gas & Water allocates tradespeople, subcontractors, apprentices, equipment, booking slots, administration time, delivery coordination, and often job-specific materials, stock, and supplier arrangements when a booking is made.

Cancellation, postponement, variation, or withdrawal after confirmation may therefore cause genuine business loss, supplier charges, labour loss, wasted administration, rescheduling costs, and loss of installation capacity.

Accordingly, once a booking has been confirmed by JR Gas & Water, cancellation fees, postponement fees, restocking fees, variation charges, return charges, and other reasonable deductions may apply, subject always to any non-excludable rights the Customer may have under the Australian Consumer Law.

9.2 Change of Mind

Change-of-mind cancellations are generally not eligible for a cash refund.

Where adequate notice is provided and any ordered materials, services, supplier bookings, or labour allocations can be cancelled, reversed, reallocated, or credited, JR Gas & Water may, in its absolute discretion, issue store credit instead of a refund.

Nothing in this clause limits any non-excludable rights the Customer may have under the Australian Consumer Law.

9.3 When Cancellation, Postponement and Variation Charges Apply

If a confirmed job is cancelled, postponed, rescheduled, materially changed, or otherwise withdrawn by the Customer, or by someone acting on the Customer’s behalf, cancellation, postponement, variation, and related charges may apply.

These charges apply once JR Gas & Water has confirmed the booking, regardless of whether:
a. products have already been ordered, collected, dispatched, delivered, allocated, or reserved;
b. installer, plumber, gasfitter, electrician, apprentice, subcontractor, crane, or specialist trade has been scheduled;
c. supplier credits, discounted pricing, promotional pricing, allocated stock, or reserved booking capacity have been used;
d. compliance preparation, route planning, administration, delivery coordination, or workload allocation has already occurred; or
e. the Customer later changes their mind, changes product selection, changes timing, changes site conditions, or is not ready for the scheduled works.

For the avoidance of doubt, the charges under this clause are intended to cover genuine losses and costs including, but not limited to, administration, scheduling, reserved labour, lost booking capacity, supplier charges, return freight, product return handling, restocking fees, merchant fees, and loss of supplier credits or allocated stock.

9.4 Business Days and Notice

For the purposes of this clause, business days means Monday to Friday excluding public holidays in the State or Territory where the works are booked to occur.

The day of the scheduled installation, service, or attendance is not counted as notice.

Notice of cancellation, postponement, or variation is only effective when actually received by JR Gas & Water in writing, including by email or any other written method approved by JR Gas & Water.

A request sent after business hours will be treated as having been received on the next business day.

9.5 Cancellation Fees by Trade or Service Type

Unless otherwise agreed in writing, the following cancellation fees apply per required trade, service, and product category, and may be charged cumulatively where more than one trade, product type, or service component has been booked.

9.5.1 Plumbing / Gasfitting

a. More than 5 business days’ notice: 25% of Job Value, capped at $400
b. Between 2 and 5 business days’ notice: 50% of Job Value, capped at $800
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: 75% of Job Value, capped at $1,200

9.5.2 Electrical

a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $200
c. Less than 2 business days’ notice: $400

9.5.3 Hot Water Systems

Hot water system bookings may incur a 20% restocking fee, plus the following cancellation charge:
a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $250
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: $500

9.5.4 Water Filtration Systems

Water filtration system bookings may incur a 30% restocking fee, plus the following cancellation charge:
a. More than 5 business days’ notice: $0
b. Between 2 and 5 business days’ notice: $200
c. Less than 2 business days’ notice, including same-day cancellation or cancellation within 1 business day of scheduled installation: $400

9.5.5 Crane / Specialist Lifting Equipment

A cancellation fee of $1,100 applies, or such higher amount as actually charged to JR Gas & Water by the crane, lifting, transport, traffic control, or associated provider, where applicable.

9.5.6 Specialist Trades

Specialist trade cancellation charges are to be advised, or may be charged at cost, based on the relevant trade, supplier, subcontractor, and booking conditions.

9.6 Postponements and Rescheduling

Any postponement, rescheduling, deferral, or request to move a confirmed booking by the Customer may be treated by JR Gas & Water as a cancellation for the purpose of calculating the applicable fee under clause 9.5.

Where JR Gas & Water agrees, in its absolute discretion, to move the booking rather than treat it as fully cancelled, the Customer must pay the applicable rebooking or rescheduling fee before a new date will be offered or confirmed.

For onsite installations, the following rebooking fees apply where a booked installation is postponed, deferred, or rescheduled after confirmation:

Hot Water – Electric Storage and Gas: $400 incl. GST
Heat Pumps: $650 incl. GST
Solar Hot Water: $950 incl. GST
Whole Home Water Filters: $300 incl. GST
Under Sink Water Filters: $150 incl. GST
Other Work excluding Renovations: full undiscounted service call rate for the project
Renovations: $750 incl. GST

These fees apply to cover costs already incurred or committed by JR Gas & Water, including but not limited to scheduling, administration, allocating staff and vehicles, reserving installation capacity, route planning, product handling, supplier coordination, labour disruption, and lost booking opportunities.

For the avoidance of doubt, rescheduling does not apply where JR Gas & Water staff have already attended site. If staff have attended site, travelled to site, commenced work, allocated the booking for attendance, or arrived ready to carry out the works, the matter will not be treated as a simple reschedule and JR Gas & Water may instead apply cancellation charges, attendance charges, service call charges, wasted labour charges, return visit charges, supplier costs, freight costs, restocking costs, or any other applicable costs arising from the failed, delayed, aborted, or deferred booking.

This includes, without limitation, where works cannot proceed on the day because:
the Customer is not available;
the site is not ready;
required access is not available;
the product is not on site;
the incorrect product has been supplied;
services are unsafe, non-compliant, inaccessible, or unsuitable;
required approvals, isolations, shutdowns, tenants, pets, or other site conditions have not been managed;
the Customer changes the scope, location, or product;
or the Customer otherwise asks that the works not proceed after staff have been allocated or attended.

Any agreed rescheduling is strictly subject to availability and does not guarantee the original pricing, priority, timeframe, installation team, or installation date. JR Gas & Water may require revised pricing where there are changes to labour availability, supplier pricing, freight costs, access conditions, compliance requirements, product requirements, or scope.

If JR Gas & Water agrees to reschedule the works instead of treating the booking as fully cancelled, any credit or allowance from amounts already paid is entirely at JR Gas & Water’s discretion unless otherwise stated in writing. Unless JR Gas & Water expressly agrees otherwise in writing, rebooking and rescheduling fees are non-refundable and non-creditable and are payable in addition to any other cancellation, supplier, freight, restocking, attendance, or labour costs incurred.

Any previous deposit, payment, or booking amount may be applied first to costs already incurred, with any remaining balance applied only if approved by JR Gas & Water and only where:
a. the rescheduled works proceed within a reasonable timeframe approved by JR Gas & Water;
b. the scope of works remains substantially the same;
c. the site, access, product, and booking conditions have not materially changed;
d. no further supplier, labour, freight, restocking, attendance, or administrative costs have been incurred; and
e. the Customer is not in repeated delay, repeated postponement, or breach of these terms.

JR Gas & Water may refuse to reschedule any booking where there have been repeated changes, where the works are no longer commercially viable at the original rate, where supplier or labour commitments have already been made, or where the postponement creates unreasonable operational disruption.

9.7 Last-Minute Product and Scope Changes

Any change requested by the Customer within 48 hours of the scheduled installation, service, or attendance which alters the booked product, make, model, size, fuel type, trade scope, installation method, or required labour may be treated as a cancellation and rebooking of the original job.

Without limiting JR Gas & Water’s rights under any other clause, last-minute changes may result in:
a. cancellation charges under clause 9.5 for the original booking;
b. restocking fees and supplier charges for the original product;
c. loss of promotional or package pricing;
d. re-quotation of the revised works; and
e. the full advertised same-day installation rate applying to the revised product and/or revised scope of works.

This includes, without limitation, changes to:
i. product type;
ii. make or brand;
iii. model;
iv. size or capacity;
v. gas type;
vi. electrical requirements;
vii. water filtration system type or configuration;
viii. installation location; or
ix. whether the works are replacement, conversion, upgrade, relocation, or new installation.

9.8 Examples

By way of example only:
a. postponing a Monday plumbing booking on Friday afternoon may incur the less than 2 business days’ notice fee;
b. postponing a hot water booking requiring both a plumber and an electrician may result in both plumbing/gasfitting and electrical cancellation charges;
c. cancelling a water filtration installation after the product has been ordered may result in both the applicable cancellation charge and the applicable restocking fee;
d. changing from one hot water system model, fuel type, or size to another within 48 hours of installation may result in the original booking being cancelled, the original product being restocked at the Customer’s cost, and the revised installation being charged at the full advertised same-day install rate.

These examples are illustrative only and do not limit the operation of this clause.

9.9 Same-Day Safety-Based Non-Completion

If JR Gas & Water cannot proceed, or reasonably determines it should not proceed, due to unsafe site conditions, restricted or unsuitable access, missing approvals, unrestrained animals, intoxication, abusive conduct, hazardous conditions, contamination, asbestos concerns, unsafe weather conditions, lack of attendance, or materially incorrect, incomplete, or misleading booking information, the appointment may be treated as a same-day cancellation or aborted attendance, and the applicable charges may apply.

9.10 Customer Unavailable, No Access or Site Not Ready

If JR Gas & Water attends and the Customer, occupant, or responsible contact:
a. is unavailable;
b. does not provide site access;
c. does not answer the phone;
d. cannot make the work area available;
e. has not prepared the site in accordance with JR Gas & Water’s instructions; or
f. otherwise prevents the works from proceeding efficiently and safely,

the booking may be treated as a same-day cancellation, postponed booking, or aborted attendance, and charges may apply.

9.11 Ordered Materials Already in Transit or Reserved

Where Goods have already been dispatched, reserved from supplier stock, specially ordered, allocated to the Customer’s job, or prepared for delivery or installation, JR Gas & Water may deduct any actual supplier charges, freight charges, cancellation penalties, loss of supplier credits, and reasonable handling costs from any refund or store credit.

9.12 Restocking Fees

Any ordered materials, whether delivered or not, may be subject to a restocking fee on cancellation, postponement, return, exchange, or variation where such a fee is incurred by JR Gas & Water or reasonably applied by JR Gas & Water.

Unless otherwise stated:
a. hot water systems may incur a 20% restocking fee;
b. water filtration systems may incur a 30% restocking fee;
c. special order items, non-standard items, supplier-built items, and job-specific materials may incur such higher restocking fee, cancellation charge, or supplier deduction as is actually charged or reasonably applied.

Restocking fees are in addition to any cancellation, postponement, freight, collection, handling, labour, merchant, or variation charges.

9.13 Shipping Deductions on Returns

If an agreed return is accepted, the following non-refundable original shipping charges may be deducted where applicable:
a. $25 for standard items
b. $150 for hot water systems
c. such higher amount as actually incurred for oversized, specialist, regional, fragile, bulky, or filtration-related freight

9.14 Collection Fees for Returns

If JR Gas & Water arranges collection of an approved return, the following collection fees may apply:
a. $50 for standard items
b. $150 for hot water systems
c. such higher amount as reasonably charged for oversized, specialist, regional, crane-assisted, bulky, or filtration-related collections

9.15 Card and Processing Fees

Where a refund, return, cancellation, or variation arises due to customer error, including ordering the wrong item, wrong size, wrong gas type, wrong application, wrong service area, wrong product type, or incorrect booking information, a processing fee of up to 2% may be deducted where such cost has actually been incurred.

9.16 Return and Refund Conditions

Any return accepted by JR Gas & Water must comply with the following unless otherwise required by law:
a. the item must be unused;
b. the item must be in original condition and packaging;
c. the item must be returned within 30 days unless another period is agreed;
d. proof of purchase must be provided; and
e. returns must be handled through JR Gas & Water, not directly with the manufacturer unless directed.

Approval of any return is at JR Gas & Water’s discretion except where a remedy is required by law.

9.17 Non-Returnable Items

The following items are not returnable for change of mind unless required by law:
a. installed systems;
b. connected, commissioned, modified, or used systems;
c. special order products;
d. gift cards;
e. perishable goods;
f. hazardous or flammable goods;
g. intimate or sanitary products;
h. downloadable software;
i. opened software, media, or similar items;
j. final sale, clearance, discontinued, liquidated, and scratch-and-dent stock.

These items may be sold as-is, subject always to any non-excludable statutory rights.

9.18 Exchanges

JR Gas & Water will replace items where required by law or where an approved exchange is otherwise agreed for defective, damaged, or incorrectly supplied goods.

Approved exchanges may still be subject to freight, collection, labour, and installation-related charges where the issue does not arise from JR Gas & Water’s error or where permitted by law.

9.19 Refund Method

Where JR Gas & Water approves a refund, the refund may be issued by store credit unless the Australian Consumer Law requires another remedy.

JR Gas & Water may also deduct any applicable cancellation fees, postponement fees, restocking fees, freight, collection fees, processing fees, supplier deductions, labour costs, and other amounts permitted under these Terms and Conditions before issuing any refund or store credit.

9.20 Processing Time

Approved refunds or store credits are generally processed within 7 business days, however this may be longer where supplier reconciliation, freight recovery, trade cost allocation, or return inspection is required.

9.21 Return Shipping

Unless the return is due to JR Gas & Water’s error or a remedy required under law, the Customer is responsible for return shipping costs.

For returns over $75 in value, trackable shipping and insurance are recommended.

JR Gas & Water is not responsible for loss or damage in transit for returns arranged by the Customer.

9.22 Bookings, Services and Change of Mind After Confirmation

Once a booking or service has been made or scheduled, the Customer agrees that any change of mind, cancellation, postponement, variation, rescheduling, request to alter the booking, request to change the product, or request to change the scope after confirmation may result in cancellation fees, postponement fees, loss of priority booking, re-quotation, supplier charges, restocking charges, or store-credit-only treatment, depending on the circumstances and subject always to any rights the Customer has under law.

This reflects the substantial administrative, labour, scheduling, supplier, allocation, and compliance costs incurred when jobs are locked in, including:
a. allocation of licensed staff and service times;
b. reserving and ordering job-specific materials;
c. administration, compliance preparation, and booking coordination;
d. route planning and workload allocation; and
e. lost opportunity to fill the booking slot with another customer.

9.23 Installations Already Commenced or Goods Already Installed

Once works have commenced on site, or Goods have been installed, connected, commissioned, modified, cut in, hardwired, programmed, plumbed, gas-connected, electrically connected, or materially altered for the Customer’s job, the booking is no longer a simple cancellation.

In those circumstances, JR Gas & Water may charge for:
a. work completed;
b. attendance;
c. materials used;
d. disposal;
e. compliance work;
f. make-safe works;
g. incomplete-work attendance;
h. return attendance; and
i. any resulting labour, administration, freight, and supplier costs.

9.24 No Waiver of Other Rights

This clause does not limit any other rights JR Gas & Water may have under these Terms and Conditions, at law, or in equity, including the right to recover unpaid invoices, variation charges, debt recovery costs, supplier charges, and other losses arising from the Customer’s breach, cancellation, postponement, incorrect booking information, or failure to make the site ready for works.

10. Electrical Work Conditions

10.1 Scope of Electrical Inclusions

Electrical work included in any package is limited to what is expressly stated in the relevant quote, package description, or written scope.

Any additional electrical work outside that scope is chargeable.

10.2 Subcontracted Electrical Work

Electrical work may be performed by licensed electrical contractors engaged by JR Gas & Water.

Where subcontracted, the work remains covered by JR Gas & Water’s workmanship obligations to the extent stated in the relevant warranty terms.

10.3 Compliance Responsibility

If pre-existing electrical work is unsafe, defective, or non-compliant, the Customer must pay for rectification before the system can be lawfully connected or commissioned.

10.4 RCBO Requirement

Where a circuit is modified or added to, the circuit must be protected by an RCBO where required by applicable standards and law.

If an RCBO is not already present and is required for lawful connection, it must be installed at the Customer’s cost before commissioning.

10.5 Timeframes for Electrical Work

Electrical work is not covered by JR Gas & Water’s guaranteed plumbing timeframes unless expressly stated in writing due to coordination requirements and subcontractor availability.

10.6 Site Access and Power Availability

The Customer must provide safe access and a functioning electrical supply where required on the installation day.

10.7 Limitation Relating to Existing Electrical Infrastructure

JR Gas & Water is not responsible for delays, faults, additional work, or costs caused by inadequate switchboards, missing protection devices, insufficient cable length, or pre-existing electrical defects.

10.8 Commissioning Failure Not Caused by JR Gas & Water

If a system cannot be commissioned or fully operated due to manufacturer defect, customer electrical issues, inadequate supply, existing switchboard limitations, external service failure, third-party electrical work, or any cause not attributable to JR Gas & Water’s workmanship, attendance and labour already incurred remain payable and any return visit may be charged separately.

11. Water Heater Specific Conditions

11.1 General

All online water heater packages are for external installations only unless JR Gas & Water expressly agrees otherwise in writing.

11.2 Existing Gas Installations

All customer-supplied gas appliances must have visible model, serial, and gas approval numbers.

Any existing gas installation that does not comply with applicable standards must be rectified at the Customer’s expense before commissioning.

Gas bottle restraints/chains are mandatory where required for LPG installations. If missing, they must be installed at the Customer’s cost.

11.3 New Gas Installations

Unless expressly included, gas appliance replacements are based on same-position installation only.

If the current installation does not comply with applicable standards, relocation or alteration may be required at additional cost.

Any relocation may affect gas pipe sizing, pressure, regulator capacity, and other design requirements.

11.4 Electric Water Heater Scope and System Type Policy

Base, Silver, and Gold packages include disconnection and reconnection of the same system type only where that package says so, such as:

• electric to electric storage;

• continuous gas to continuous gas; or

• plug-in heat pump to plug-in heat pump.

These packages assume no change to the electrical configuration.

If the Customer is changing system type, including but not limited to electric storage to heat pump, plug-in to hardwired, or any installation requiring a new circuit or electrical upgrade, the works fall outside restricted disconnect/reconnect scope and will require:

• a package that includes licensed electrical work; or

• the Customer’s own licensed electrician to complete the required work.

11.5 Short Cable / Electrical Fault Condition

Installations are priced on same-position replacement unless stated otherwise.

Pricing does not include extension or modification of power cabling unless included.

Most systems require accessible cable length to allow compliant connection. If the existing cable is too short, non-compliant, or unsafe, the unit may be left disconnected until a licensed electrician completes the required work at the Customer’s cost.

11.6 Internal Installations

All internal installations must include lawful water damage protection.

Where required, this may include:

• a floor drain with fall toward the drain; or

• a safe tray and leak shut-off device such as a Mildred valve, where appropriate.

If no compliant protection exists, JR Gas & Water may quote to install the required equipment.

Where a safe tray and valve package is required and not already present, an additional charge may apply. If such parts are not standard stock, the Customer must advise in advance.

11.7 Support Bases

All installations require an approved support base.

Where the existing base is not compliant, a new base may be required.

Unapproved base materials include:

• wood;

• fibro;

• loose bricks;

• plastic offcuts or improvised supports.

Concrete bases must be suitable for the system type and manufacturer requirements.

11.8 Storage System Regulations

Where required by law, storage systems connected to fixtures such as baths, showers, or basins must include a tempering valve or other required tempering arrangement.

Required drain lines and discharge points must also comply with applicable law and manufacturer instructions.

JR Gas & Water will not complete an installation in a manner that is unlawful or non-compliant.

11.9 Compliant Installation Requirement

If a compliant base, drain lines, valves, insulation, or other required infrastructure is not present, additional works and charges will apply and the relevant package may no longer be suitable.

11.10 Solar Hot Water Removal Exclusion

Removal of roof-mounted solar hot water systems or panels is not included in standard replacement packages unless expressly stated.

If removal is required, this will be charged separately and may require a crane, lifting equipment, or other specialist access equipment.

11.11 Base Package Additional Installation Pricing

The Base Install Package is suitable only for identical make-and-model replacement with an existing compliant setup requiring no alterations.

If the job requires additional pipework, fittings, valves, support base, disposal, reconfiguration, or compliance upgrades, the following indicative installed prices including GST may apply:

Pipework and Fittings

• 15mm copper pipe per metre: $85

• 20mm copper pipe per metre: $105

• 15mm copper joiner/union: $10.50 each

• 15mm copper tee: $15 each

• 20mm copper joiner/union: $15 each

• 20mm copper tee: $22.50 each

• 15mm insulation per metre: $12.50

• 20mm insulation per metre: $17.50

• Clips: $2 each

• Reducing coupling/fitting: $7.50 each

Valves and Components

• Tempering valve: $250

• Duo valve: $100

• Combo 3-way valve: $165

• Pressure reduction valve: $95

• Expansion control valve: $95

• 20mm ball valve: $45

• Installation of customer-supplied valves: $45 each

Other

• Concrete support base: $100

• Disposal of old system: $100

By proceeding with a Base Install booking, the Customer acknowledges that required compliance items and connection works will be added to the invoice where applicable and must be paid prior to commissioning.

11.12 Base Package Scope Clarification

The Base Install Package only applies where the replacement is effectively like-for-like and does not require changed pipework layout, different valve arrangements, new drainage, change of orientation, relocation, electrical upgrades, or compliance rectification beyond the included scope.

For example, a true base install would generally involve replacing the same make and model with the same connection arrangement and compliant existing infrastructure already in place.

If the replacement unit differs in orientation, dimensions, connection points, power requirements, valve requirements, or location, the installation may no longer qualify as a Base Package.

11.13 Orientation, Manufacturer Requirements and Compliance Upgrades

The Customer acknowledges that new systems must be installed in accordance with current manufacturer instructions and legal requirements, even where the old system may have been installed differently.

This may include changes to:

• orientation and facing direction;

• minimum service clearances;

• pipe insulation;

• tempering requirements;

• drainage and tundish arrangement;

• support base;

• pressure limiting devices;

• expansion control devices;

• isolation valves;

• electrical protection; and

• required access clearances for servicing.

If such changes are required, they will be treated as variation work and charged accordingly.

11.14 Disposal and Removal of Existing Units

Unless disposal is expressly included in the selected package, removal and disposal of the existing unit may be charged separately.

Where disposal is included, the inclusion applies only to the existing unit directly being replaced and does not include removal of unrelated appliances, framing, plinths, cages, solar roof components, builder’s waste, or hazardous materials.

11.15 Drainage, Tundish and Discharge Requirements

Where applicable, hot water system drain lines, relief valve drains, expansion control drains, safe tray drains, and tundish arrangements must discharge to a lawful and suitable discharge point in accordance with applicable plumbing requirements.

If the existing drain configuration is hard-plumbed, blocked, inaccessible, non-compliant, incorrectly sized, not visible where required, or otherwise unsuitable, additional rectification works will be required.

11.16 Existing Non-Compliant Installations

The Customer acknowledges that many older systems were installed under previous standards and may not meet current legal, manufacturer, or authority requirements.

JR Gas & Water is not required to reconnect, recommission, or replace a system in a non-compliant manner merely because the old installation existed in that form.

If non-compliant conditions are identified, the Customer must approve the required upgrade works before commissioning can occur.

12. Gas Fitting Conditions

12.1 Compliance

All gasfitting works carried out by JR Gas & Water are subject to applicable legislation, Australian Standards, manufacturer installation instructions, local authority requirements, and any other compliance obligations relevant to the installation. This includes, but is not limited to, gas isolation requirements, regulator compliance, ventilation, clearances, appliance suitability, pipe sizing, pressure testing, and final commissioning standards.

Where an installation involves replacement of an existing appliance, JR Gas & Water will assess the visible and reasonably accessible parts of the existing gas installation as part of the works. If any existing defect, leak, non-compliance, undersized pipework, unsuitable materials, inadequate clearances, lack of isolation, regulator issue, or pressure fault is identified, additional rectification works may be required before the appliance can be legally or safely commissioned.

The Customer acknowledges that compliance requirements apply to the full gas installation relevant to the appliance being commissioned, not just the new appliance itself. Where existing site conditions prevent lawful commissioning, JR Gas & Water may refuse to connect, commission, or leave the appliance operational until the relevant issues are rectified. Any additional work required to achieve compliance will be charged separately unless expressly included in writing.

12.2 LPG Regulator Replacement

Where the appliance installation is connected to an LPG supply, the existing regulator must be suitable for the intended appliance load, gas type, and installation arrangement, and must otherwise be compliant and in serviceable condition.

If the existing LPG regulator is more than 10 years old, shows signs of corrosion, damage, weathering, deterioration, incorrect sizing, incorrect configuration, failure, or otherwise does not comply with current requirements, JR Gas & Water may require regulator replacement before commissioning can proceed.

Indicative rates for compliant replacement regulators are as follows:

• 200MJ manual changeover regulator installed: $250 + GST
• 400MJ automatic changeover regulator installed: $300 + GST

These rates are indicative only and apply to standard accessible installations. Additional charges may apply where further pipework, fittings, mounting hardware, bottle changeover reconfiguration, access equipment, bottle restraint upgrades, or other associated rectification works are required.

Where a compliant regulator replacement is required but not approved, JR Gas & Water may leave the appliance uncommissioned and attendance already incurred remains payable.

12.3 Gas Bottle Restraints

Where LPG cylinders are present, all cylinders must be installed, secured, and restrained in accordance with applicable requirements. Where bottle restraints, chains, brackets, or securing hardware are missing, damaged, inadequate, loose, corroded, or otherwise non-compliant, JR Gas & Water may require rectification before commissioning proceeds.

If compliant gas bottle restraints are not already installed and are required for the installation, these will be supplied and fitted at additional cost unless already included in writing. Charges may also apply where the bottle location, mounting arrangement, bottle platform, slab, or surrounding setup requires modification to allow compliant restraint installation.

JR Gas & Water reserves the right not to commission or recommission an LPG installation where cylinders are not safely or compliantly restrained.

12.4 Existing Gas Leaks

If an existing gas leak is identified during testing, installation, disconnection, reconnection, or commissioning, JR Gas & Water may be required to isolate the gas supply, make the system safe, and suspend further works until the leak has been located and repaired.

The Customer acknowledges that existing gas leaks are not included in a standard appliance replacement or installation unless expressly stated otherwise. Leak tracing, investigation, pressure testing beyond standard commissioning procedures, excavation, line replacement, joint repair, fitting replacement, or other leak rectification works will be quoted separately.

JR Gas & Water will not recommission a leaking or unsafe gas installation. Where a leak is present, the Customer may be required to approve additional rectification works before the appliance can be left connected and operational. If approval is not provided, the system may remain isolated and attendance, testing, and any make-safe works already carried out remain payable.

12.5 Installation Clearances

All gas appliances must be installed with the minimum clearances required by the manufacturer, relevant gas standards, and any other applicable compliance requirements. This includes clearances to combustible materials, adjacent surfaces, openings, cupboards, overhead joinery, splashbacks, rangehoods, windows, doors, ignition sources, and any other nearby building elements or fixtures.

Where an existing appliance has been previously installed in a non-compliant manner, JR Gas & Water is under no obligation to reinstall a replacement appliance into the same non-compliant arrangement. If required clearances are not available, the appliance may not be able to be installed or commissioned until the surrounding cabinetry, benchtop, wall finishes, appliance location, or associated building elements are altered.

It is the Customer’s responsibility to ensure any cabinetry, joinery, wall, benchtop, recess, or structural modifications required to achieve compliant appliance clearances are completed prior to installation, unless specifically quoted by JR Gas & Water. Where requested and agreed in advance, JR Gas & Water may carry out limited benchtop alteration works to timber or laminate benchtops only, subject to the separate benchtop alteration terms and disclaimer.

Any attendance, delivery, disconnection, or partial installation already undertaken remains chargeable even where final installation or commissioning cannot proceed due to clearance non-compliance.

12.6 Gas Supply and Commissioning Limitations

All gas appliance installations are subject to the existing gas supply system being suitable and adequate for the appliance being installed. This includes, but is not limited to, available gas pressure, meter capacity, regulator sizing, bottle contents, bottle vaporisation capacity, pipe sizing, pipe length, fitting losses, appliance load, and the overall condition and compliance of the gas infrastructure serving the appliance.

Where JR Gas & Water determines that the gas supply is inadequate, unstable, undersized, incorrectly regulated, empty, partially depleted, defective, or otherwise unsuitable to safely operate and commission the appliance, commissioning may be suspended until the relevant issues are corrected. This may include situations such as:

• undersized existing gas pipework
• insufficient meter capacity
• inadequate LPG regulator sizing
• depleted or unsuitable gas bottles
• excessive pressure drop
• existing gas line restrictions or faults
• non-compliant or deteriorated gas infrastructure
• appliance demand exceeding available supply capacity

Any upgrades or rectification required, including additional pipework, meter upgrades, regulator replacement, bottle system changes, or gas supply modifications, will be quoted separately unless expressly included in writing.

The Customer acknowledges that JR Gas & Water cannot lawfully commission an appliance where the gas supply system is not suitable. Where works are suspended due to supply limitations, all attendance, labour, testing, travel, disconnection, partial installation, and associated costs already incurred remain payable.

12.7 Appliance Conversions, Pipework and Ancillary Gasfitting Items

Where applicable to the appliance installation, gas conversions are charged at $50 unless otherwise stated. Additional gas pipework is charged at $65 per metre unless included in a quoted installation package or scope. Any ancillary gasfitting items required for a compliant installation, including but not limited to regulators, valves, hoses, fittings, restraints, or gas supply upgrades, are additional unless expressly listed as included in writing.

13. Water Filter Specific Conditions

13.1 Mains Water Filters

Mains water filters are designed for adaptation to suitable feed pipework.

Installations must have standing access only unless otherwise agreed.

Whole-home filters must be installed in a readily accessible position for servicing and cartridge replacement.

13.2 Under-Sink Water Filters

Under-sink filters must be installed in cabinets with adequate servicing access.

If cabinet structure is damaged or unsuitable, reinforcement or alternative mounting may be required.

Where an isolation valve is not present and one is required, this will be chargeable.

13.3 Whole House Filtration Systems

Whole-house filtration systems must be installed in an outdoor or otherwise suitable ventilated and accessible location.

Where wall-mounting is required, suitable structural support must exist or be provided at additional cost.

Required drainage for flushing or discharge must be compliant.

13.3A Mounting Surface, Fixings and Customer Disclosure
Where a water filtration system is to be wall-mounted, post-mounted, fence-mounted, or otherwise fixed to an existing substrate, the Customer must ensure JR Gas & Water is advised before installation of the nature of the proposed mounting surface and any known limitations of that surface.

Examples of substrates that may require special assessment, alternative fixings, reinforcement, or an alternative mounting method include but are not limited to: Hebel or AAC panels, blueboard or foam-backed cladding systems, lightweight framed walls, non-structural masonry, deteriorated brickwork, rendered surfaces, timber fencing, fence rails or palings, retaining walls, sheeted linings, internal wall linings, posts concealed within walls, and steel or timber posts intended for internal or concealed mounting.

The Customer acknowledges that not all substrates are suitable for direct mounting of a filtration system, particularly where the substrate has limited pull-out strength, limited point-load capacity, unknown internal framing, deterioration, movement, or insufficient rigidity for long-term service loads.

By way of example only, lightweight substrates such as Hebel or AAC products may have fixing and load limitations depending on panel thickness, condition, fixing type, embedment depth, and manufacturer requirements. Timber fences may also be unsuitable where there is excessive movement, deterioration, inadequate rail support, insufficient post rigidity, or where the fence is not intended to act as a permanent structural mounting surface.

If the proposed substrate is found to be unsuitable, or if suitable fixing points cannot be confirmed at the time of installation, JR Gas & Water may require reinforcement, additional framing, a fabricated support frame, ground-mounted stand, post installation, or relocation of the system, all of which will be chargeable as a variation.

Unless expressly stated otherwise in writing, standard installation pricing does not include engineering advice, substrate certification, structural design, wall opening, exploratory works, reinforcement works, fabrication of stands or frames, or rectification of unsuitable mounting surfaces.

If the Customer is aware that the proposed mounting surface is lightweight, non-structural, aged, damaged, hollow, subject to movement, or otherwise may have limited fixing capacity, the Customer must disclose this before booking or installation. Failure to do so may result in abortive visit charges, requoted works, rescheduling, or cancellation fees in accordance with these terms.

13.3B Mounting Surfaces, Fixings, Substrate Limitations and Guidance Loads
Where a water filtration system is to be wall-mounted, fence rail-mounted, post-mounted, or otherwise fixed to an existing surface, the Customer must advise JR Gas & Water before installation of the exact proposed mounting substrate and any known limitations of that substrate. This includes, without limitation, Hebel/AAC, rendered foam or EIFS cladding, fibre cement sheet, blueboard, lightweight framed walls, masonry, brick, fence rails, timber posts, steel posts, retaining walls, or concealed/internal posts. If the Customer is aware that the proposed mounting surface is lightweight, hollow, non-structural, deteriorated, subject to movement, or may have limited fixing capacity, the Customer must disclose this before booking or installation.

JR Gas & Water does not provide engineering certification of existing substrates under standard installation pricing. Any comments by JR Gas & Water regarding likely suitability, likely capacity, likely fixing method, or likely load tolerance are general guidance only and do not constitute engineering advice, structural certification, or confirmation that any particular wall, rail, lining, cladding, render system, or post is suitable for mounting unless expressly confirmed in writing after inspection. Where substrate suitability is uncertain, JR Gas & Water may require additional investigation, reinforcement, independent posts, a fabricated frame, or a ground-mounted stand at additional cost.

By way of general guidance only, and not as design certification or an approved working load, the following principles apply:

(a) Rendered foam / EIFS / foam-backed cladding systems
Rendered foam, EPS, EIFS, and similar lightweight rendered cladding systems are not treated by JR Gas & Water as suitable direct mounting substrates for whole-house filtration systems. These systems should generally be fixed through to suitable structural framing or to an independent support frame or post, and not relied upon as the primary load-bearing substrate.

(b) 12mm fibre cement sheet / Villaboard / similar sheet linings
12mm fibre cement sheet, Villaboard, and similar sheet linings are not treated by JR Gas & Water as a standalone structural mounting substrate for whole-house filtration systems unless the load is independently transferred into suitable framing, posts, noggins, masonry, or another structural support.

(c) 50mm Hebel / AAC panels
50mm Hebel or similar AAC panels are not treated by JR Gas & Water as automatically suitable for direct mounting of a whole-house filtration system without substrate-specific assessment. Fixing capacity depends on the exact panel type, anchor type, embedment, edge distance, and load direction. As general guidance only, commonly published allowable loads for 50mm Hebel are in the order of approximately 10kg to 22kg per fixing depending on the fixing system used, which is why direct mounting to Hebel may require special assessment, load spreading, alternative fixings, or an independent frame. Heavy, repetitive, or service-loaded installations are not assumed suitable without further review.

(d) Fence rails only
Fence rails are not treated by JR Gas & Water as an automatically suitable permanent mounting substrate, however they may in some cases be acceptable depending on rail size, number of rails, timber condition, rigidity, post support, fixing method, exposure, and expected servicing forces over time. Any reference to fence rail loads is guidance only and assumes the rails are in sound condition, properly fixed, reasonably straight, adequately supported by suitable posts, and not deteriorated, split, rotted, loose, or excessively flexible.

For fence rail mounting only, JR Gas & Water’s general guideline for practical sustained long-term loading over the mounted section is:

• up to 1.0 metre span: up to approximately 80kg

• over 1.0 metre to 1.5 metre span: up to approximately 60kg

• over 1.5 metre to 2.0 metre span: up to approximately 40kg

• over 2.0 metre span: not treated as a standard mounting point without reinforcement, additional support, or an alternative mounting arrangement

These figures are practical guidance only, not engineering certification, and assume the load is reasonably distributed and that the fence rail section is not subject to excessive movement or deterioration. Even where the static filled weight of the system is below the above guidance loads, JR Gas & Water may still require an alternative mounting method if the rail section is not considered sufficiently rigid or durable for long-term servicing loads.

(e) Wall mounting to conventional framed or masonry walls
Wall mounting is generally preferred where the load can be transferred into suitable structural framing, masonry, concrete, or purpose-designed posts or brackets. Any render, sheet cladding, lining, or decorative finish alone is not treated as the structural substrate unless the underlying support is confirmed.

(f) Internal or concealed post mounting
Where the Customer requests mounting to an internal, concealed, or partially concealed post, stud, noggin, or frame member, the Customer acknowledges that additional investigation, wall opening, scanning, or exploratory works may be required to confirm location, size, condition, and suitability. Such work is not included in standard installation pricing unless expressly stated.

Unless expressly stated otherwise in writing, standard installation pricing does not include engineering advice, substrate certification, scanning, exploratory wall opening, reinforcement works, post installation, frame fabrication, stand fabrication, cladding rectification, render rectification, or rectification of unsuitable mounting surfaces. If the proposed substrate is found to be unsuitable, or if suitable fixing points cannot be confirmed at the time of installation, JR Gas & Water may requote the works, reschedule the installation, charge for abortive attendance, or cancel the installation in accordance with these terms.

13.4 Maintenance Responsibility

The Customer is responsible for regular filter replacement and maintenance.

Blocked or neglected filters may reduce pressure or damage system components and are not covered by workmanship or product labour warranty where the failure results from poor maintenance.

13.5 Installation Position and Base

All installations require an approved support arrangement. If a compliant base or mounting point is unavailable, additional charges apply.

13.6 Compliance

Filter system installations must comply with applicable standards. If backflow prevention, pressure reduction, or other compliance devices are required, these will be quoted as additional work.

13.7 Exclusions and Additional Costs

Standard installation pricing applies only to standard accessible installations with no significant plumbing modifications.

Additional charges apply for pipework modifications, brackets, difficult access, extended pipe runs, relocations, and required compliance components.

13.8 Stone Benchtops

Where a property has a stone benchtop, JR Gas & Water does not drill the benchtop for installation of a separate filter tap unless expressly agreed and lawful safe controls are in place.

In many cases, drilling engineered or natural stone may create health and damage risks. Alternative options may include:

• a 3-way mixer tap combining hot, cold, and filtered water; or

• connection to an existing mixer where suitable, noting this may lead to increased filter usage and more frequent replacement.

14. Cooking Equipment Conditions

14.1 Existing Installations

Customer-supplied gas appliances must have visible model, serial, and approval details.

Any existing non-compliant gas installation must be rectified at the owner’s expense before commissioning.

14.2 New Installations and Conversions

Gas stove conversions between LPG and Natural Gas may be performed using manufacturer-supplied conversion kits where suitable.

Standard conversion and commissioning are included for top-mounted injectors only unless otherwise stated.

Where internal injectors are involved, an additional charge may apply.

14.3 Compliance and Relocation

If the current installation is non-compliant, relocation or modification may be required at the Customer’s cost.

Bench modifications, cabinetry works, stone cutting, and similar builder-style works are excluded unless expressly included.

15. Small-Scale Technology Certificates (STCs)

15.1 Advertised Pricing and Rebate Basis

Unless expressly stated otherwise in writing, all online, advertised, quoted, or accepted pricing for eligible solar hot water systems, heat pump hot water systems, and other STC-eligible products is the Customer’s out-of-pocket price after application of an upfront STC rebate.

For clarity, JR Gas & Water applies a flat-rate STC rebate of $1,000 including GST to all eligible advertised prices, regardless of the actual STC value applicable to the particular product, property, installation date, zone, or certificate calculation.

This means the advertised or online price is not the full gross system price. By way of example only, where a system is advertised online at $4,000 out of pocket, the gross price before rebate is $5,000, less the $1,000 STC rebate, resulting in the advertised out-of-pocket amount payable by the Customer.

Because actual STC entitlements differ between systems, models, installation locations, and circumstances, JR Gas & Water adjusts its advertised out-of-pocket pricing across products to account for both the expected STC value and the fixed $1,000 rebate structure adopted by JR Gas & Water.

15.2 Condition of Rebate

Any upfront STC rebate is strictly conditional on:
(a) the system being eligible for STCs;
(b) the installation being completed in a manner that qualifies for STC creation and assignment;
(c) the Customer providing all information, evidence, declarations, signatures, and cooperation required by JR Gas & Water, its nominated agent, the Clean Energy Regulator, or any relevant program administrator; and
(d) the valid creation, assignment, processing, and receipt of the STCs or their financial value by JR Gas & Water or its nominated agent.

The upfront rebate is not an unconditional discount. It is an amount advanced by JR Gas & Water on the assumption that JR Gas & Water will receive the benefit of the STCs following compliant completion of the installation.

15.3 Assignment of STCs

Where an eligible product is sold with an upfront STC rebate, the Customer irrevocably agrees to assign all rights, title, and interest in the relevant STCs to JR Gas & Water or its nominated agent, and must promptly sign and return all required forms, declarations, and supporting documents necessary to create, validate, and assign those STCs.

15.4 Customer Election to Retain STCs

If the Customer wishes to retain, trade, claim, or otherwise deal with the STCs personally, the Customer must notify JR Gas & Water in writing before the order is accepted or, at the latest, before installation commences. In that event, the full rebate amount of $1,000 including GST must be paid by the Customer before installation, unless otherwise agreed by JR Gas & Water in writing.

15.5 Customer Declines Installation or Cancels After Rebate Pricing Has Been Applied

If the Customer accepts, orders, or proceeds on the basis of rebate-adjusted pricing and then cancels, postpones, declines installation, refuses access, fails to proceed, or otherwise prevents the installation from being completed, JR Gas & Water may recover the full STC rebate amount of $1,000 including GST in addition to any other cancellation, postponement, restocking, administrative, attendance, delivery, return freight, or other charges payable under these Terms.

This applies because the advertised and agreed price was offered on the basis that JR Gas & Water would receive the STC benefit after compliant installation. If installation does not proceed, that benefit cannot be recovered by JR Gas & Water.

15.6 Circumstances Requiring Repayment of Rebate

The Customer must repay the full STC rebate amount of $1,000 including GST to JR Gas & Water within 5 business days of written demand if JR Gas & Water is unable to lawfully claim, create, validate, assign, process, retain, or recover the STCs or their value for any reason not solely caused by JR Gas & Water.

Without limitation, repayment is required where any of the following occurs:

(a) the Customer cancels the order, declines installation, or does not proceed after accepting rebate-based pricing;
(b) the Customer refuses installation on the day, refuses access, or the installation cannot proceed due to site conditions, access issues, hazards, safety concerns, animals, obstructions, or non-readiness of the site;
(c) the Customer elects to retain the STCs and has not paid the rebate amount in advance;
(d) the Customer fails or refuses to sign any document, declaration, assignment form, nomination form, or other paperwork required for STC processing;
(e) the Customer provides false, misleading, incomplete, or inaccurate information relevant to STC eligibility, property eligibility, system eligibility, ownership, occupancy, installation address, or any other required matter;
(f) the property, installation, or system is not eligible for STCs;
(g) the installed product differs from the eligible product quoted or approved for rebate purposes due to customer-requested changes, substitutions, variations, or site-driven changes outside JR Gas & Water’s control;
(h) the Customer engages a third party to alter, interfere with, commission, decommission, disconnect, reconnect, relocate, modify, damage, or complete any part of the system or installation in a way that affects STC eligibility or claimability;
(i) another contractor, electrician, plumber, roofer, builder, or other person performs part of the installation, rectification, upgrade, relocation, or associated works and that affects STC eligibility or claimability;
(j) the Customer refuses or fails to complete required rectification, compliance, electrical, plumbing, structural, access, or safety works necessary for the installation to qualify;
(k) the Customer requests a non-compliant installation method or refuses works required for a compliant install;
(l) STCs cannot be created or assigned because the installation is incomplete, inaccessible for inspection, altered after installation, or not capable of being verified;
(m) the Customer fails to provide meter details, proof of ownership, proof of address, identification, photographs, or any other supporting information reasonably required;
(n) the Customer causes delay such that the applicable STC value, eligibility, or claimability changes or is lost;
(o) the claim is rejected, reversed, reduced, clawed back, audited out, or later invalidated by the relevant regulator, agent, or scheme administrator for any customer-related reason;
(p) the Customer breaches these Terms in any way that prevents, delays, reduces, or invalidates the STC claim; or
(q) any other act, omission, representation, direction, interference, variation, cancellation, or failure by the Customer or a third party connected to the Customer results in JR Gas & Water not receiving the benefit of the STCs.

15.7 Third-Party Interference and Customer Responsibility

The Customer acknowledges that JR Gas & Water has no responsibility for loss of STC eligibility or rebate entitlement caused by third parties, including but not limited to other trades, prior installers, later contractors, site supervisors, owners, tenants, builders, electricians, plumbers, or any person who alters the installation, gives incorrect instructions, withholds required information, or prevents compliant completion or claim submission.

15.8 Non-Compliant or Ineligible Installations Not Caused by JR Gas & Water

Where an installation is unable to qualify for STCs due to existing site conditions, pre-existing defects, hidden defects, non-compliant existing infrastructure, customer directions, customer variations, refusal of required upgrade works, or other causes outside JR Gas & Water’s control, the Customer remains liable to repay the rebate amount in full.

15.9 Debt Due and Payable

Any rebate amount repayable under this clause is a debt immediately due and payable to JR Gas & Water. JR Gas & Water may invoice that amount separately, offset it against any deposit or monies held, or recover it together with any other amounts owing under the contract.

15.10 No Waiver of Other Rights

Repayment of the STC rebate does not limit JR Gas & Water’s right to recover any other amount payable under these Terms, including cancellation fees, postponement fees, variation charges, restocking fees, return freight, attendance charges, administrative costs, debt recovery costs, or any other contractual entitlement.

15.11 Survives Cancellation and Completion

This clause survives cancellation, postponement, termination, suspension, abandonment, and completion of the works.

16. Rock, Excavation, Bases and Surface Conditions

16.1 Rock Mitigation

If excavation encounters rock that cannot be penetrated using standard equipment and requires pulverising, blasting, specialist tooling, or construction changes, additional charges apply.

Indicative rates are:

• 1–2 tonne machinery: $200 + GST per hour plus float fees

• 3–5 tonne machinery: $250 + GST per hour plus float fees

• 6+ tonne machinery: $300 + GST per hour plus float fees

16.2 Surface and Ground Conditions

Soft ground, unstable surfaces, steep grades, drainage issues, erosion, retaining issues, or unsuitable surfaces may require additional preparation, materials, labour, or equipment.

17. Painting and Finishes

17.1 Standard Exclusion

Painting of pipes, fittings, conduit, fixtures, bases, or penetrations is excluded unless expressly included in writing.

17.2 Optional Painting Service

If requested and accepted, painting may be charged at:

• $350 including GST per 0.5m² per colour

• minimum charge of 1 colour, 0.5m²

Additional colours or larger areas will be quoted separately.

18. Photos, Calls, Audio and Video Recording

18.1 Work Photos

JR Gas & Water may take photos of the worksite before, during, and after the works for quoting, record keeping, quality assurance, training, manufacturer warranty support, compliance records, and dispute resolution.

18.2 Promotional Photos

JR Gas & Water may use non-identifying photos of completed work for promotional purposes including website, marketing, and social media.

If the Customer does not want promotional use of job photos, the Customer must notify JR Gas & Water in writing before the works commence.

18.3 Compliance and Defect Photos

Where defective, unsafe, or non-compliant installations are identified, JR Gas & Water may take and provide photos to the owner, responsible party, manufacturer, insurer, network, or relevant authority where reasonably required.

18.4 Audio and Video Recording

For safety, training, quality assurance, legal protection, evidence preservation, and dispute resolution, JR Gas & Water may make audio and/or video recordings during attendance and business communications where lawful.

This may include recording job processes, site conditions, communications, phone calls, and relevant events by means including mobile devices, dashcams, body-worn devices, and similar equipment.

Recordings will be stored securely and used only for operational, legal, insurance, training, compliance, or evidentiary purposes unless otherwise permitted by law.

The Customer is responsible for notifying occupants or visitors under their control that recording may occur where lawful.

18.5 Defective Gas Installation Reporting

Where a gas installation is found to be defective, unsafe, or non-compliant, JR Gas & Water may document the condition by photograph, video, notes, or other evidence and may provide that documentation together with any relevant compliance certificate, defect notice, or safety communication to:

• the property owner;

• the person who booked the works;

• the gas service provider or retailer;

• the network operator; and/or

• any relevant authority where required or permitted by law.

19. Warranty Terms and Claims

19.1 JR Gas & Water Workmanship Warranty

JR Gas & Water provides its workmanship warranty and any extended labour warranty strictly in accordance with the separate warranty terms published or supplied by JR Gas & Water.

Any voluntary warranty offered by JR Gas & Water applies only to the original purchaser and is non-transferable unless expressly stated otherwise.

19.2 Warranty Terms Incorporated

By accepting the quote or placing the order, the Customer acknowledges that they have read and accepted the applicable JR Gas & Water warranty terms.

19.3 Catastrophic Failures and Full System Replacement

Any extended product labour warranty does not cover catastrophic failures occurring after expiry of the relevant manufacturer product warranty where the failure requires full system replacement rather than labour to repair a warrantable component.

Examples may include burst tanks, severe structural failure, non-repairable corrosion, irreversible leaks, and similar end-of-life failures.

19.4 Manufacturer Warranty Claims

Product-related manufacturer warranty claims may in many cases be lodged with the relevant manufacturer in the first instance, although nothing in these Terms excludes any rights the Customer may have against JR Gas & Water as supplier under the Australian Consumer Law.

JR Gas & Water may assist where reasonably practicable but is not the manufacturer of third-party products.

19.5 Maintenance and Warranty

The Customer must maintain systems in accordance with manufacturer requirements. Failure caused by lack of maintenance, blocked filters, poor water quality, corrosive conditions, misuse, unauthorised alterations, third-party interference, aggressive water chemistry, bore water, untreated tank water, sediment, pressure issues, voltage fluctuation, or external environmental exposure is not covered by JR Gas & Water’s workmanship warranty.

19.6 Payment Default and Voluntary Warranties

Any voluntary lifetime workmanship warranty, extended labour warranty, or goodwill warranty offered by JR Gas & Water is conditional upon full and final payment being received and retained in cleared funds.

If payment is reversed, withheld, clawed back, or remains unpaid, any voluntary warranty offered by JR Gas & Water may be suspended or voided until the account is fully resolved.

This clause does not limit any statutory rights the Customer may have under the Australian Consumer Law.

19.7 Warranty and Service Attendance Conditions

Any warranty inspection, service call, or return attendance remains subject to the same site access, animal restraint, safety, weather, work area clearance, customer contactability, and lawful site condition requirements as the original installation.

If access is restricted or the site is unsafe, additional charges or reattendance fees may apply.

19.8 Non-Warranty Return Visit Exclusions

A free return visit, warranty attendance, or no-charge call-back does not apply where the reported issue is caused by or related to:

• customer misuse or accidental damage;

• isolation valves being turned off;

• power being disconnected or tripped;

• incorrect settings or customer adjustments;

• empty gas bottles or inadequate gas supply;

• blocked filters, strainers, or fixtures;

• unrelated plumbing, gas, electrical, drainage, or building defects;

• third-party installation, alteration, or repair work;

• manufacturer defect not caused by JR Gas & Water workmanship;

• water quality, water pressure, sediment, voltage fluctuation, environmental exposure, or service authority issues; or

• any condition outside JR Gas & Water’s workmanship responsibility.

19.9 Supply-Only and Third-Party Installation Limitation

Where JR Gas & Water has supplied a product but not installed it, JR Gas & Water provides no installation-performance warranty, commissioning warranty, or labour warranty in relation to third-party installation work.

Any issue caused or contributed to by third-party installation, commissioning, storage, transport, wiring, gasfitting, plumbing, or handling is excluded from JR Gas & Water workmanship responsibility.

19.10 Customer Inspection of Completed Work

The Customer should inspect completed work within a reasonable time after completion and notify JR Gas & Water promptly of any visible issue, defect, or concern.

Delay in reporting does not remove any statutory right the Customer may have, but may affect the availability of evidence, the extent of consequential damage, and JR Gas & Water’s ability to investigate promptly.

20. Customer Complaints and Dispute Resolution

20.1 Direct Resolution Encouraged

If the Customer has any concern, complaint, or issue relating to the Goods or Services, the Customer is encouraged to raise the matter directly with JR Gas & Water in writing as soon as possible so that the issue can be investigated and, where appropriate, resolved promptly.

20.2 Notice of Invoice or Service Dispute

If the Customer disputes the quality of Goods, Services, or an invoice, the Customer should provide written notice within 14 days of the invoice date or as soon as reasonably practicable after becoming aware of the issue.

Failure to do so does not affect any non-excludable statutory rights but may delay investigation where time-sensitive evidence has been lost.

20.3 Internal Review Process

JR Gas & Water will endeavour to:

• acknowledge the complaint within 3 business days; and

• provide a substantive response or update within 10 business days where reasonably practicable.

20.4 Good Faith Resolution Period

The parties should act in good faith to attempt to resolve any dispute directly before commencing formal proceedings, except where urgent relief or a statutory complaint is reasonably necessary.

20.5 Honest Reviews and Lawful Complaints

Nothing in these Terms prevents a Customer from leaving an honest review, making a lawful complaint, contacting a regulator, disputing a transaction, or exercising any legal right.

JR Gas & Water asks that customers raise issues directly first wherever possible so they may be resolved efficiently.

21. Limitation of Liability and Customer Responsibilities

21.1 No Exclusion of Non-Excludable Rights

This clause is subject to all non-excludable rights under the Australian Consumer Law and any other applicable law.

21.2 Advice and Suitability

Unless expressly agreed in writing, the Customer remains responsible for ensuring that selected goods are suitable for their intended purpose, installation environment, and application.

JR Gas & Water may provide guidance based on information supplied by the Customer, but that guidance is dependent on the accuracy and completeness of that information.

21.3 Services Liability

To the extent permitted by law, JR Gas & Water’s liability for defective services is limited to re-supplying the services or paying the cost of having the services re-supplied, where such limitation is lawful.

21.4 Goods Liability

To the extent permitted by law and where the law allows limitation, JR Gas & Water’s liability in relation to Goods is limited to repair, replacement, or refund, at JR Gas & Water’s election, unless the Australian Consumer Law requires otherwise.

21.5 Consequential Loss

To the extent permitted by law, JR Gas & Water is not liable for indirect, special, or consequential loss including loss of profit, loss of business opportunity, or similar economic loss not flowing directly from a proven breach by JR Gas & Water.

21.6 Site Security and Non-Standard Risks

The Customer must notify JR Gas & Water of any non-standard site risks at least 48 hours before attendance where reasonably possible, including restricted access, unstable ground, unsafe structures, hazardous materials, or unusual conditions.

The Customer must also secure the work area against interference by occupants, visitors, animals, or third parties.

21.7 Animal Escape

The Customer is responsible for ensuring all animals are contained before, during, and after attendance. JR Gas & Water is not liable for animal escape where the Customer has failed to properly secure the animal or property.

21.8 Approvals, Permissions and Access Rights

Unless expressly included in writing, the Customer is responsible for obtaining all approvals, permissions, consents, and access rights required for the works, including where applicable:

• landlord approval;

• owner approval;

• body corporate or strata approval;

• neighbour or easement access permission;

• council approvals or access permissions;

• crane permits, road occupancy approvals, or traffic control approvals; and

• any other third-party consent required for lawful access, delivery, installation, removal, or attendance.

If required approvals or access rights are missing, JR Gas & Water may delay, suspend, requote, cancel, or abort attendance and charge for any resulting labour, travel, booking loss, supplier, or reattendance costs.

21.9 Customer Presence and Contactability

The Customer must ensure that an adult decision-maker or authorised contact is reasonably contactable during attendance.

If approvals, instructions, or variation decisions are required and no authorised person can be contacted after reasonable attempts, JR Gas & Water may suspend the works, carry out minimum make-safe work where necessary, and charge any resulting delay or return attendance.

21.10 False, Incomplete or Misleading Information

If the Customer intentionally or recklessly provides false, misleading, incomplete, or staged information, photographs, dimensions, descriptions, or site details in order to obtain lower pricing, a different package, or unsuitable service eligibility, JR Gas & Water may cancel the order, requote the works, suspend the booking, withhold any refund pending assessment of actual costs incurred, and charge reasonable administration, supplier, attendance, and booking costs.

21.11 Administrative and Document Preparation Charges

Standard pricing does not include preparation of extended administrative materials such as insurance reports, expert-style defect reports, attendance chronologies, tribunal statements, historical file extraction, customised document packs, or extensive evidence collation unless required by law or warranty.

Where such work is requested by the Customer or required due to a dispute not caused by JR Gas & Water’s proven fault, JR Gas & Water may charge reasonable administration rates.

22. PPSA, Security Interests and Commercial Recovery Rights

22.1 Application

This clause applies to the extent JR Gas & Water supplies Goods on terms that create a security interest under the Personal Property Securities Act 2009 (Cth) (PPSA).

22.2 Security Interest

The Customer grants JR Gas & Water a security interest in Goods supplied and their proceeds until all money owing is paid.

22.3 Registration

The Customer consents to JR Gas & Water registering any security interest arising under these Terms and agrees to do all things reasonably required to enable registration, perfection, maintenance, enforcement, or amendment of that security interest.

22.4 Existing Agreements

If the Customer has previously entered into an agreement with JR Gas & Water for the supply of Goods on credit, these Terms apply to subsequent orders unless otherwise agreed in writing.

22.5 Charge Over Property

To the extent lawful and reasonably necessary to secure amounts owed under commercial or credit arrangements, the Customer grants JR Gas & Water a charge over present and after-acquired property.

22.6 Appointment

The Customer appoints JR Gas & Water and its authorised representatives as attorney to execute documents reasonably necessary to perfect or enforce any lawful security interest or charge created by these Terms.

22.7 Contracting Out

To the extent permitted by law, the parties contract out of those provisions of the PPSA that may lawfully be excluded.

23. Privacy

23.1 Collection and Use of Personal Information

JR Gas & Water may collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth) and its privacy policy.

23.2 Purpose of Use

Personal information may be used for purposes including:

• processing quotes, orders, bookings, and payments;

• providing Goods and Services;

• customer service and warranty support;

• compliance and record keeping;

• credit assessment and debt recovery where relevant;

• disclosure to contractors, suppliers, service providers, insurers, finance providers, and debt recovery agents where reasonably required.

23.3 Third-Party Information

Where the Customer provides personal information about another person, the Customer warrants that they have authority or consent to do so.

23.4 Access Requests

Individuals may request access to personal information held by JR Gas & Water by making a written request.

24. Jurisdiction, Notices and Legal Administration

24.1 Governing Law

These Terms are governed by the laws of Queensland, Australia unless another governing law applies mandatorily.

24.2 Jurisdiction

The parties submit to the non-exclusive jurisdiction of the courts of Queensland and any competent Australian court.

24.3 Notices

Any notice under these Terms may be given by email, SMS, post, invoice platform, booking platform, or any other reasonable written method to the last known contact details of the receiving party.

24.4 Electronic Communications

The Customer consents to receiving booking confirmations, invoices, notices, variations, warranty communications, and related communications electronically.

25. General Legal Provisions

25.1 Severance

If any provision of these Terms is found to be invalid, unlawful, void, or unenforceable, that provision is to be read down or severed to the extent necessary, and the remainder of the Terms continue in full force and effect.

25.2 Waiver

A failure or delay by JR Gas & Water to enforce any right does not operate as a waiver of that right.

25.3 Variation of Terms

JR Gas & Water may update these Terms from time to time. The version applying to the Customer will generally be the version provided, published, or made available at the time of quote acceptance, booking, or order placement unless otherwise agreed.

25.4 Force Majeure

JR Gas & Water is not liable for failure or delay caused by events beyond its reasonable control.

25.5 No Assignment by Customer

The Customer may not assign rights or obligations under these Terms without JR Gas & Water’s prior written consent.

26. Summary of Key Customer Acknowledgements

By proceeding with a quote, order, booking, or installation, the Customer acknowledges and agrees that:

1. online pricing and package selection rely on accurate customer-provided information;

2. online hot water ordering is for eligible service areas and generally external installations only;

3. additional charges may apply for access issues, compliance upgrades, variations, electrical works, hidden defects, and customer-selected incorrect packages;

4. JR Gas & Water may leave a system disconnected or uncommissioned where required for safety or compliance;

5. same day, weekend, and discounted install options are subject to cut-off times, availability, and package conditions;

6. cancellation, postponement, supplier, and restocking fees may apply;

7. product warranties and workmanship warranties are subject to the applicable written warranty terms and lawful exclusions;

8. JR Gas & Water may take site photos and make lawful operational recordings;

9. the Customer should raise any concerns promptly so they can be investigated and resolved; and

10. nothing in these Terms excludes any non-excludable rights under the Australian Consumer Law.

End of Terms and Condition