Terms and Conditions of Service

Last updated: 21 September 2026

1. About these Terms

These Terms and Conditions apply when you book, request, approve or receive plumbing, gas, drainage, hot water or related services from Brisbane Plumbing and Gas trading as Octoplus Plumbing and Gas.

In these Terms, “Octoplus”, “we”, “us” and “our” refer to Brisbane Plumbing and Gas trading as Octoplus Plumbing and Gas.

“You” and “Customer” mean the person, business, property owner, tenant, property manager or other party requesting or authorising our services.

These Terms should be read together with any quotation, scope of work, booking confirmation, variation, invoice or other document we provide to you.

If particular work is subject to mandatory Queensland building legislation or requires a regulated domestic building contract, the applicable statutory requirements and contract will apply. If there is any inconsistency, those requirements will take precedence to the extent required by law.

Nothing in these Terms excludes, restricts or modifies rights that cannot lawfully be excluded, including rights under the Australian Consumer Law.

2. Business details

Brisbane Plumbing and Gas trading as Octoplus Plumbing and Gas

QBCC Licence: 1082299
Address: 19/104 Barwon Street, Morningside QLD 4170
Email: hello@bris-plumb-gas.com.au
Phone: (07) 3523 1888

3. Requesting and booking our services

You may request our services by telephone, online enquiry, email, SMS or another method we make available.

An enquiry or request for an appointment does not automatically create a confirmed booking.

Your appointment is confirmed when we confirm the booking with you and any applicable Booking Fee has been paid.

By confirming a booking, approving a quotation or authorising us to commence work, you agree to these Terms.

You confirm that you are authorised to request and approve the work at the relevant property.

4. Booking Fee

Unless we tell you otherwise at the time of booking, a $79 Booking Fee applies to appointments.

The Booking Fee secures:

• a dedicated appointment time;
• technician allocation;
• travel to the property;
• initial inspection and assessment;
• scheduling and administration associated with the appointment.

The Booking Fee does not include repair work, replacement work, maintenance, materials or additional labour unless we expressly tell you otherwise.

If you approve chargeable work during the appointment and we complete that work, the Booking Fee will ordinarily be credited towards your final invoice.

If no additional work proceeds following our attendance, inspection or assessment, the Booking Fee will be retained as payment for the attendance and assessment.

5. Cancellation and rescheduling

We understand that plans change.

If you need to cancel or reschedule an appointment, please give us as much notice as possible.

If you:

• cancel within 24 hours of your appointment;
• reschedule within 24 hours;
• are not available when we attend;
• do not provide access to the property; or
• provide incorrect or incomplete information that prevents us from reasonably carrying out the appointment,

your Booking Fee may be forfeited.

Where more than 24 hours' notice is provided, we may transfer the Booking Fee to another appointment.

If we need to reschedule because of circumstances outside our reasonable control, your Booking Fee will be transferred to the new appointment.

If we are unable to attend and cannot offer a reasonable alternative appointment, you may request a refund of the Booking Fee.

Nothing in this section affects any rights you may have under Australian Consumer Law.

6. Quotations and scope of work

Where work beyond the initial assessment is required, we may provide you with a quotation or other description of the proposed work and price.

Our quotation is based on the information available to us at the time, including:

• information provided by you;
• what we can reasonably inspect;
• visible site conditions;
• the apparent cause of the problem;
• required labour and materials; and
• any assumptions identified in the quotation.

Unless otherwise stated, quotations are valid for the period shown on the quotation.

A quotation only covers the work specifically described in it.

Work outside the quoted scope will be treated as additional work and may result in an additional charge.

7. Hidden or unforeseen conditions

Plumbing, drainage and gas systems are often concealed within walls, floors, ceilings, cabinetry, underground areas or other inaccessible locations.

Sometimes the true extent or cause of a problem cannot reasonably be identified until work begins.

Examples may include:

• damaged or collapsed underground pipework;
• concealed leaks;
• non-compliant existing installations;
• corrosion;
• inaccessible services;
• tree-root intrusion;
• unexpected ground conditions;
• previous defective work;
• asbestos or hazardous materials; or
• additional faults discovered once equipment or fixtures are removed.

If we discover something that materially changes the work required, we will explain the issue to you and, where reasonably practicable, provide an updated price or variation before proceeding with additional work.

We will not undertake significant additional chargeable work without your approval except where immediate action is reasonably necessary to make the property safe or prevent significant damage and we cannot reasonably contact you.

8. Variations

You may request changes to the agreed scope of work.

Any variation may affect the price, materials required and completion time.

Where practical, we will provide the proposed variation and additional cost for your approval before carrying out the varied work.

Approval may be given in writing, electronically, by SMS, through our job management system or by another method agreed between us.

For work subject to statutory variation requirements, we will comply with those requirements.

9. Pricing and payment

Unless otherwise stated, the price shown in your quotation or authorisation is the amount payable for the agreed work.

Any GST legally applicable to the supply will be dealt with in accordance with Australian taxation law.

Unless we have agreed to different payment terms in writing, payment is due in full immediately upon completion of the work and before our technician leaves the property.

We may accept payment by the payment methods communicated to you.

For larger projects, deposits or progress payments may be required and will be set out in the relevant quotation or contract.

Any deposit or progress payment for regulated domestic building work will be subject to the applicable Queensland statutory requirements.

If an invoice is not paid when due, we may:

• contact you to seek payment;
• suspend further non-urgent work where lawful;
• charge reasonable recovery costs that we actually incur and are legally entitled to recover; and
• exercise any other rights available to us by law.

10. Access to the property

You must provide us with safe and reasonable access to the areas required to inspect or perform the work.

This includes, where relevant:

• access to the property;
• access to plumbing, drainage, gas or hot water equipment;
• reasonable access to cupboards, roof spaces, subfloors or service areas;
• suitable parking where reasonably available;
• access to water, electricity or other services reasonably required to carry out the work; and
• ensuring pets, children and other occupants remain safely clear of the work area where requested.

If we cannot safely or reasonably access the required area, we may need to delay, reschedule or vary the work.

11. Your responsibility for information

You agree to provide information that is accurate and complete to the best of your knowledge.

Please tell us about anything relevant to the work, including known:

• leaks or previous repairs;
• concealed services;
• asbestos;
• structural problems;
• electrical hazards;
• access restrictions;
• property-management requirements;
• unusual plumbing or gas installations; or
• other safety risks.

We are not responsible for additional costs or delays caused by material information being withheld or information provided to us being materially inaccurate, except to the extent that we contributed to the loss or should reasonably have identified the issue ourselves.

12. Timing and appointments

Appointment times and completion dates are estimates unless we expressly agree otherwise.

Plumbing and gas work can be affected by circumstances including:

• emergency jobs;
• unexpected complexity on an earlier job;
• traffic;
• weather;
• availability of parts or materials;
• supplier delays;
• unsafe working conditions; and
• unforeseen site conditions.

We will take reasonable steps to keep you informed if our expected arrival or completion time changes materially.

13. Materials and products

Where we supply products or materials, we will use products we consider suitable for the work unless a particular product has been agreed with you.

Product availability may change.

Where an agreed product becomes unavailable, we will discuss an appropriate alternative with you before making a material substitution.

Manufacturer warranties may apply to certain products in addition to your rights under Australian Consumer Law and any Octoplus warranty described in these Terms.

14. Completion and site condition

We take reasonable care when carrying out work at your property.

We will leave our immediate work area reasonably tidy following completion.

Unless specifically included in your quotation, our plumbing work does not include reinstatement or specialist finishing work such as:

• painting;
• plastering;
• cabinetry;
• tiling;
• landscaping;
• turf replacement;
• concreting;
• specialist cleaning; or
• other cosmetic restoration.

If access to plumbing or drainage requires excavation, cutting, opening or removal of surrounding materials, reasonable disturbance may be unavoidable.

15. Excavation work

Where excavation is required, we will take reasonable care and tidy the excavation area following our work.

However, excavated areas cannot always be restored to exactly the same condition that existed beforehand.

Unless restoration is expressly included in our quotation, landscaping, paving, concrete, turf, garden restoration and other surface reinstatement may involve an additional charge or require another contractor.

If you require a particular standard of reinstatement, please tell us before approving the work so this can be included in the scope and price where possible.

16. Blocked drains

Blocked drains can be caused by a range of conditions, including tree roots, damaged or collapsed pipes, foreign objects, grease, movement in underground pipework, inadequate fall or pre-existing defects.

Clearing a blockage does not necessarily correct the underlying cause.

For this reason, we may recommend a CCTV drain inspection after clearing a blocked drain.

Where a CCTV inspection is not carried out, we may be unable to identify the underlying condition of the pipework or provide an additional guarantee against the drain becoming blocked again.

Any specific additional warranty we provide against recurrence of a blocked drain will be confirmed by us in writing.

This section does not limit any rights you may have under Australian Consumer Law in relation to the quality of the services we performed.

17. Our 10 Year Workmanship Guarantee

We stand behind our workmanship.

Subject to these Terms, plumbing and gas workmanship carried out by us is covered by our 10 Year Workmanship Guarantee.

If a defect is caused by our workmanship during the guarantee period, we will return and rectify the defective workmanship at no charge.

Proof of the relevant work and full payment may be required.

Our 10 Year Workmanship Guarantee applies to our workmanship rather than the normal wear, lifespan or failure of products, parts or materials.

It is an additional warranty and does not limit any rights or remedies available to you under Australian Consumer Law.

18. Parts and product warranties

Unless we state otherwise:

General parts and materials
Parts and materials supplied by us carry a minimum 12-month warranty from us, subject to the exclusions below and any additional manufacturer warranty.

Tapware
Tapware supplied by us carries a 5-year warranty on parts and labour unless otherwise stated.

Flexible hoses
Flexible hoses supplied by us carry a 5-year replacement warranty unless otherwise stated. We strongly recommend that flexible hoses are replaced at intervals not exceeding five years.

Toilets
Cistern internals supplied by us carry a 5-year warranty unless otherwise stated.

Toilet pans and cisterns supplied by us carry a 5-year parts and labour warranty unless otherwise stated.

Hot water systems
Hot water systems may also be covered by the relevant manufacturer's warranty.

Our workmanship associated with installation or repair remains subject to our 10 Year Workmanship Guarantee.

Any stated warranty is in addition to any rights you have under Australian Consumer Law.

19. What our additional warranties do not cover

Our voluntary warranties do not cover problems caused by circumstances unrelated to defective workmanship or covered products, including:

• normal wear and tear;
• misuse, abuse or accidental damage;
• failure to follow operating or maintenance instructions;
• damage caused by another person;
• subsequent work or alteration by another contractor;
• external events such as flood, storm, fire or ground movement;
• pests or tree roots;
• deterioration of existing pipework or equipment that we did not supply or install;
• water-quality or pressure conditions outside our reasonable control;
• a new and unrelated fault; or
• circumstances specifically excluded in the relevant quotation or product warranty.

These exclusions apply only to our additional voluntary warranties and do not exclude rights that cannot lawfully be excluded.

20. Warranty visits

If you believe there is a problem with work we have performed, please contact us before engaging another contractor where it is reasonable to do so.

This gives us a reasonable opportunity to inspect the problem and, where appropriate, rectify our work.

We do not automatically reimburse invoices charged by another plumbing or gas business where we were not first given a reasonable opportunity to inspect and address the issue.

If we attend a reported warranty issue and determine that there is no fault with our workmanship or covered product, a normal attendance or diagnostic charge may apply.

We will explain any applicable charge where reasonably practicable.

Nothing in this section limits remedies available to you under Australian Consumer Law.

21. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law where that law applies.

Among other things, services supplied to consumers must be provided with due care and skill, be reasonably fit for any disclosed purpose and be provided within a reasonable time where no time has been agreed.

Depending on the circumstances, you may be entitled to remedies including having services performed again, repair, replacement, refund or compensation.

Our warranties, guarantees and policies operate in addition to, and not instead of, your statutory consumer rights.

22. Problems with our work

If you believe there is a problem with work we have completed, please contact us as soon as reasonably possible.

Providing details, photographs or video may help us assess the issue before attending.

We may arrange to inspect the work and investigate the cause.

We ask that you give us a reasonable opportunity to inspect and, where appropriate, remedy the issue.

Nothing in these Terms imposes an artificial time limit on rights you may have under Australian Consumer Law.

23. Suspension or refusal of work

We may suspend, stop or decline work where it is reasonable to do so, including where:

• conditions are unsafe;
• required licences, approvals or permissions are unavailable;
• we discover hazardous materials;
• the requested work would be unlawful or non-compliant;
• the Customer behaves in a threatening, abusive or unsafe manner;
• we cannot obtain necessary access;
• an agreed payment is materially overdue; or
• circumstances arise that make it unreasonable or unsafe for us to continue.

Where possible, we will explain why the work has been suspended or stopped.

You remain responsible for amounts properly payable for work already performed and materials properly supplied or ordered, subject to your legal rights.

24. Cancellation after work has been approved

If you cancel work after accepting a quotation or after we have ordered materials, commenced work or committed resources specifically for your job, you may be responsible for reasonable costs already incurred by us.

This may include:

• work already completed;
• specially ordered or non-returnable materials;
• supplier cancellation or restocking costs; and
• other reasonable costs directly arising from the cancellation.

Any amount charged will be subject to applicable law and any rights you have under Australian Consumer Law or Queensland building legislation.

25. Subcontractors and specialists

We may use appropriately qualified employees, subcontractors or specialist service providers to perform parts of the work.

Where licensing is required, work will be performed or supervised as required by applicable law.

26. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

To the extent permitted by law, neither party will be responsible for indirect or consequential loss that was not reasonably foreseeable as a result of the relevant breach or conduct.

We are not responsible for a pre-existing defect merely because it becomes apparent during or after our work.

We remain responsible for loss or damage to the extent it results from our negligence, breach of contract or breach of an applicable statutory obligation.

27. Privacy

We collect and handle personal information in connection with enquiries, bookings and services.

Our handling of personal information is explained in our separate Privacy Policy.

The Privacy Policy forms part of our broader customer-information practices but is separate from these Terms and Conditions of Service.

28. Force majeure and events outside our control

Neither party will be liable for delay or failure to perform an obligation where that delay or failure results from circumstances outside that party's reasonable control.

These circumstances may include severe weather, natural disasters, significant supply disruptions, government restrictions, industrial action, utility interruption or other events that could not reasonably have been prevented.

This section does not excuse an obligation to pay an amount already properly due for goods or services supplied.

29. Changes to these Terms

We may update these Terms from time to time to reflect changes to our services, business practices or legal obligations.

The current version will be published on our website with the date it was last updated.

Updated Terms will not retrospectively change an existing agreed quotation or contract unless:

• you agree to the change; or
• the change is required by law.

30. Governing law

These Terms are governed by the laws of Queensland, Australia.

The parties submit to the jurisdiction of the courts and tribunals of Queensland, subject to any legal right a Customer may have to bring a claim in another jurisdiction.

31. Referral Reward Program

Where we offer our Referral Reward Program, the following terms apply unless we publish different terms for a particular promotion.

The offer is available to existing Octoplus customers.

The person referred must be a new customer who has not previously used our services.

Where the referral qualifies:

• the new customer receives $50 off their first eligible job; and
• the referring customer receives a $50 credit towards future eligible work.

The new customer must provide the referrer's full name when booking and before the referred job is completed.

The referral credit will be issued after the referred customer's eligible work has been completed and paid for in full.

There is no stated limit on the number of successful referrals a customer may make unless we advise otherwise.

Referral rewards:

• cannot be exchanged for cash;
• cannot generally be combined with another promotion or discount;
• do not apply to warranty work;
• do not apply to Booking Fees or attendance-only appointments; and
• may be changed or withdrawn for future referrals by us at any time.

Any referral already validly earned before a change will continue to be honoured in accordance with the terms applying at the time it was earned.

32. Contact us

Questions about these Terms and Conditions can be directed to:

Brisbane Plumbing and Gas trading as Octoplus Plumbing and Gas

QBCC Licence: 1082299
Address: 19/104 Barwon Street, Morningside QLD 4170
Email: hello@bris-plumb-gas.com.au
Phone: (07) 3523 1888

‍