TERMS & CONDITIONS 

HERO HOME SERVICES PTY LTD 

These Terms & Conditions apply to all goods and services supplied by HERO HOME SERVICES PTY LTD. 

By booking a service, approving a quote, or allowing work to commence, the Client agrees to these Terms & Conditions. 

1. Call-Out Fees

A standard call-out fee applies for attendance during business hours and ranges between $31 and $99, depending on the location and type of service. 

After-hours, weekend or public holiday call-outs may incur a higher fee ranging between $250 and $400, depending on time and location. 

Where the Client proceeds with the recommended work, the call-out fee may be waived or credited toward the final invoice at the Contractor’s discretion. 

If the Client chooses not to proceed with the recommended work after diagnosis, the call-out or diagnostic fee remains payable. 

2. Diagnostic Fees

Where HERO HOME SERVICES PTY LTD is required to inspect, test or fault-find plumbing, air-conditioning, heating or electrical systems, a diagnostic fee may apply. 

This fee covers the technician’s time, travel and expertise and remains payable regardless of whether the Client proceeds with the recommended work. 

3. Deposits and Progress Payments

All scheduled works require a minimum deposit of 10% prior to booking confirmation. 

Where materials or equipment required for the job exceed the deposit amount, HERO HOME SERVICES PTY LTD may request a larger upfront payment to cover material costs. 

For larger projects, progress payments will apply based on completion milestones. 

Payment is due on the same day each milestone is reached, including but not limited to: 

• 50% completion
• 80% completion
• final completion

Failure to make milestone payments may result in suspension of work until payment is received. 

4. Payment Terms

Payment is due on the same day the work is completed or the agreed milestone is reached. 

Accepted payment methods include EFT, credit card and approved finance providers. 

HERO HOME SERVICES PTY LTD offers payment plans through Brighte, allowing customers to complete the work now and pay later over terms ranging from 6 months to 30 months, subject to approval. 

5. Cancellation Policy

A 10% deposit is non-refundable once a booking has been scheduled. 

This deposit covers administrative time, technician allocation, scheduling and lost opportunity to undertake other work during the reserved time. 

If materials or equipment have been ordered specifically for the job, the Client is responsible for the full cost of those materials even if the work is cancelled. 

6. Access to Property

The Client must ensure HERO HOME SERVICES PTY LTD has safe and unobstructed access to the property. 

If technicians attend the property and cannot gain access, the call-out fee still applies and a new booking will be required. 

The Client must ensure: 

• pets are secured
• the work area is cleared
• safe access is provided
• a safe working environment is maintained

7. Variations and Additional Work

During the course of the work, unforeseen issues may arise requiring additional labour or materials. 

HERO HOME SERVICES PTY LTD will inform the Client of any variation to the original scope and associated costs, and the Client must approve the variation before work proceeds. 

8. Damage and Hidden Defects

While all reasonable care will be taken, HERO HOME SERVICES PTY LTD is not responsible for damage caused by pre-existing conditions or hidden defects within the property. 

This includes but is not limited to: 

• brittle or aged plumbing pipes
• deteriorated roof tiles
• concealed electrical wiring
• structural weaknesses
• ageing building materials

Where such issues are encountered, additional repairs may be required and may incur additional costs. 

9. Drain Clearing Disclaimer

Clearing a blocked drain does not guarantee the drain will remain free of blockages. 

Blockages are often caused by underlying structural issues such as: 

• tree root intrusion
• damaged pipes
• collapsed drains

Permanent repair may require excavation, pipe replacement or pipe relining and will incur additional costs. 

Future blockages will be treated as a separate service call. 

10. Warranty and Workmanship

HERO HOME SERVICES PTY LTD provides a lifetime workmanship warranty on labour, subject to the following conditions. 

For air-conditioning and gas heating systems: 

• the system must be serviced annually by HERO HOME SERVICES PTY LTD

For plumbing and electrical works: 

• the Client must allow HERO HOME SERVICES PTY LTD to perform an annual safety inspection

Failure to maintain these servicing requirements may void the workmanship warranty. 

Manufacturer warranties for supplied products are provided directly by the manufacturer. 

11. Warranty Limitations

The workmanship warranty will be void if: 

• the work is altered or repaired by another contractor
• the system is misused or not maintained
• servicing requirements are not followed

12. Ownership of Goods

All goods, materials and equipment supplied by HERO HOME SERVICES PTY LTD remain the property of HERO HOME SERVICES PTY LTD until full payment has been received. 

13. Suspension of Work

HERO HOME SERVICES PTY LTD reserves the right to suspend or cease work where payments are not made in accordance with agreed terms. 

Any delays resulting from suspended work will not be the responsibility of the Contractor. 

14. Debt Recovery

If payment is not received within the agreed terms, HERO HOME SERVICES PTY LTD may refer the account to debt collection or legal representatives. 

The Client agrees to be responsible for all recovery costs, legal fees and collection charges associated with recovering the outstanding amount. 

15. Emergency Works

In emergency situations involving tenanted, strata or real estate managed properties, where the decision-maker cannot be contacted, HERO HOME SERVICES PTY LTD may carry out necessary emergency work to ensure safety and prevent property damage. 

The responsible party remains liable for full payment of the work performed. 

16. Refusal of Service

HERO HOME SERVICES PTY LTD reserves the right to refuse or cease work where: 

• the work environment is unsafe
• the Client behaves in an abusive or threatening manner
• illegal or non-compliant work is requested

17. Limitation of Liability

To the maximum extent permitted by law, the liability of HERO HOME SERVICES PTY LTD is limited to: 

• resupplying the services
• repairing or replacing goods supplied
• or the cost of resupplying the services

18. Consequential Loss

HERO HOME SERVICES PTY LTD is not liable for indirect or consequential losses, including loss of income, loss of business, or loss of opportunity arising from the services provided. 

19. Delays Beyond Control

HERO HOME SERVICES PTY LTD is not responsible for delays caused by circumstances beyond reasonable control, including supplier shortages, weather conditions, transport delays or labour shortages. 

20. Marketing and Photography

The Client agrees that HERO HOME SERVICES PTY LTD may take before and after photographs of completed work for documentation and marketing purposes. 

No personal information identifying the Client will be published without consent. 

21. VIP Membership

HERO HOME SERVICES PTY LTD offers a VIP Membership Program for $150 per year, providing priority service and other exclusive benefits. 

Full VIP membership terms are available separately. 

22. Service Area

HERO HOME SERVICES PTY LTD provides services within Sydney, New South Wales and surrounding areas. 

23. Australian Consumer Law

Nothing in these Terms & Conditions excludes or limits any rights the Client may have under the Australian Consumer Law.