PipeTrack – Standard Terms & Conditions

These terms apply to all PipeTrack work, whether done:

  • on a quote,
  • on an ad hoc call-out / time-and-materials basis, or
  • as ordinary course maintenance.

1) Scope of work

  • We do plumbing maintenance on hot and cold water systems and blockage clearing, plus related fault-finding and minor repairs.
  • Work is either:
    • Quoted (fixed/defined scope), or
    • Time & Materials (T&M) / call-out (charged by time spent + materials + equipment + call-out, as applicable).
  • Anything not included in a quote, or not reasonably part of the instructed call-out task, is excluded.

2) Quotes, call-outs and changes

  • Quoted work: A quote is based on what’s visible/known at the time.
  • Call-out / T&M work: We may start work immediately and bill for actual time/materials used. Where practical, we’ll give an indication of likely cost, but it’s not a fixed price.
  • If we find anything out of the ordinary during work (hidden defects, latent issues, poor design, non-compliance, unknown connections/materials, lack of access, or unsafe conditions), we may:
    • change method/approach,
    • revise the price, and/or
    • issue an additional quote, and/or
    • stop work until the issue is resolved.
  • We will inform you and get approval before proceeding, unless it’s an emergency to prevent damage or restore essential services.

3) Authority to instruct

  • You must ensure an authorised person can approve decisions and extra costs.
  • WhatsApp/email/phone approvals count as instruction.

4) Access and site readiness (client responsibilities)

  • You must provide safe, clear access to the work area, including meters, stopcocks, valves, geysers (if applicable), manholes/IOs, and fixtures.
  • If access is not available, or the site is not ready or safe, waiting time, aborts and return visits are chargeable.
  • You must secure pets and manage occupants so we can work safely.

5) Blockage clearing

  • We use suitable methods (rodding/jetting/stripping where relevant).
  • Clearing restores flow but may not fix the underlying cause.

6) Blockage guarantee (15 days – limited)

  • Blockage clearing is guaranteed for 15 days only if paid in full and only if the re-blockage is not caused by defects or ongoing contributing issues.
  • Excluded causes include (examples): broken/collapsed pipe, failed joints, roots, poor fall/belly, heavy scale, grease build-up from ongoing use, foreign objects/misuse, or design faults.
  • If excluded, a return visit is chargeable, and we will recommend/quote the proper fix.

7) Existing defects and hidden conditions

  • We are not responsible for failures caused by old/defective/non-compliant plumbing, corrosion, fragile pipes, or prior poor workmanship.
  • We can’t guarantee the condition of pipes and services we cannot see.

8) Equipment stuck / pipe failure during clearing

  • If a defective line causes our equipment to get stuck, or a pipe fails while we perform normal work, you authorise us to take reasonable steps to retrieve equipment and gain access (including opening-up/excavation if needed).
  • Retrieval, access creation and repairs are for the client’s account, unless directly caused by our negligence.

9) Opening-up and making good

  • Work may require opening access (covers, rodding eyes, ceilings/walls/floors, paving, garden beds).
  • Unless explicitly included, finishes are excluded: plaster/paint/tiles/paving/landscaping and final surface finishes are for the client’s account.

10) Pricing components (what you may be billed for)

Depending on the job, charges may include:

  • call-out fee,
  • labour time (standard or after-hours),
  • materials and consumables,
  • equipment use (e.g., jetter/CCTV where used),
  • disposal/cleanup where applicable,
  • waiting time, return visits, and additional trips due to access or instructions.

11) Payment

  • Payment is due on completion unless agreed in writing.
  • We may require deposits for larger jobs or special-order items.
  • Late payment may attract interest and recovery costs.
  • You may not withhold payment because of another dispute—raise issues with us, but invoices remain payable.

12) Materials and ownership

  • Materials supplied/installed remain PipeTrack’s property until paid in full.
  • Special-order items may be non-returnable. If you cancel after ordering, you pay those costs.

13) Workmanship and parts

  • Manufacturer warranties apply to parts (if applicable).
  • Our workmanship covers the specific work we did. It does not cover misuse, tampering, work by others, or system-wide defects outside the repaired area.

14) Safety

  • We may refuse or stop work if it is unsafe (electrical risk, confined space risk, unstable trenching, hostile conditions, etc.).
  • Standing time and return visits may be chargeable.

15) Photos and records

  • We may take photos/videos (and CCTV footage if used) for diagnostics and job records.
  • We won’t publish identifiable site content without permission.

16) Complaints and call-backs

  • Report problems as soon as possible (ideally within 7 days) with photos/videos if you can.
  • We will assess whether it is a workmanship issue, covered under the blockage guarantee, or a new/underlying defect.

17) Liability

  • We work carefully, but plumbing has hidden risks.
  • To the extent allowed by law, we are not liable for indirect losses (e.g., loss of profit/business interruption).
  • If we are liable, our liability is limited to the value of the work we performed that caused the proven loss.

18) South African law

  • These terms are governed by South African law.