Primeline Flow Customer Terms

1. Parties

These Terms are made between DANTA GROUP PTY LTD, ABN 21 653 338 160, trading as PRIMELINE FLOW, referred to in these Terms as PRIMELINE FLOW, and the customer identified through the booking request, payment process, or service confirmation, referred to in these Terms as the Customer.

These Terms govern the use of the PRIMELINE FLOW booking and coordination service, including booking requests, dispatch coordination, communication, payment processing, service approvals, and related operational processes.

2. Purpose And Function Of The Service

PRIMELINE FLOW operates a managed plumbing booking and coordination service through which plumbing and maintenance work is sourced, coordinated, scheduled, allocated, communicated, managed, and supported through independent licensed plumbing professionals operating within the PRIMELINE FLOW network.

PRIMELINE FLOW manages the customer booking process, communication workflow, dispatch coordination, payment handling, and operational support process to help create a smoother and more efficient customer experience.

3. Nature Of The Relationship

PRIMELINE FLOW coordinates and manages bookings and operational workflow through its network. Plumbing and maintenance services are carried out by independent licensed plumbing professionals operating within the PRIMELINE FLOW network.

Nothing in these Terms creates an employment relationship, partnership, joint venture, or agency relationship between PRIMELINE FLOW and the Customer.

4. Booking Requests And Service Allocation

When a booking request is submitted, PRIMELINE FLOW will review the details provided and attempt to allocate a suitable plumbing professional based on location, job type, operational availability, scheduling requirements, and service capability.

Submitting a booking request does not guarantee acceptance, immediate attendance, or immediate allocation.

PRIMELINE FLOW may delay, decline, reschedule, or cancel bookings where operational limitations, safety concerns, incomplete information, access restrictions, staffing limitations, or scheduling conflicts prevent service allocation.

5. Booking Fees, Call-Out Charges, And Minimum Charges

Certain bookings may require payment of a booking fee, call-out fee, minimum charge, or deposit before attendance is confirmed.

These charges assist with administration, dispatch coordination, scheduling, operational costs, and attendance allocation.

Once attendance has been allocated, dispatch has occurred, or the booking has been confirmed, booking fees or call-out charges may become non-refundable.

PRIMELINE FLOW may apply minimum charges to ensure service requests remain commercially viable.

6. Pricing And Approval Process

Final pricing is generally confirmed after onsite inspection and assessment.

The attending plumbing professional may inspect the issue, identify the required scope of work, provide supporting information, and submit findings through the PRIMELINE FLOW system before final pricing is confirmed.

Customers will be informed of the proposed scope of work and pricing before major repair work proceeds.

Additional work outside the original approved scope may require updated approval and additional charges before further work continues.

7. Variations And Additional Work

If additional faults, hidden damage, compliance issues, access difficulties, underground conditions, or related issues are identified during the job, additional work may be required.

Where reasonably practical, the Customer will be informed of additional scope, updated pricing, or variation requirements before further work proceeds.

Additional charges may apply where work expands beyond the original approved scope.

8. Payments And Payment Processing

Payments are processed through approved payment systems used by PRIMELINE FLOW.

Deposits, staged payments, progress payments, or part payments may apply depending on the size, type, or duration of the job.

Unless otherwise agreed in writing, final payment is due upon completion of the approved work.

Failure to make required payments may result in delays, suspension of work, cancellation of bookings, recovery action, or additional costs.

9. Customer Responsibilities

The Customer must provide accurate information regarding the issue, property access, contact details, and site conditions.

The Customer must provide safe and reasonable access to the property and work area.

Pets must be appropriately secured where required.

Where reasonably necessary, an adult over 18 years of age must be present during attendance and approval stages.

The Customer must not engage in abusive, threatening, unsafe, unlawful, or inappropriate conduct toward PRIMELINE FLOW staff, contractors, or representatives.

10. ETA Windows And Arrival Times

Arrival times and ETA windows provided by PRIMELINE FLOW are estimates only and may vary depending on traffic conditions, weather, emergency jobs, prior jobs, operational issues, access delays, or scheduling adjustments.

PRIMELINE FLOW will make reasonable efforts to communicate significant delays where practical.

11. Workmanship And Service Issues

If the Customer believes an issue exists relating to completed work, the Customer should notify PRIMELINE FLOW as soon as reasonably possible so the matter may be reviewed and coordinated appropriately.

PRIMELINE FLOW may request supporting information, photos, videos, or site access to assess the reported issue.

12. Cancellations And Rescheduling

Customers should provide as much notice as possible where a booking needs to be cancelled or rescheduled.

Late cancellations, failed access, no-show attendance, or cancellations after dispatch may incur charges.

PRIMELINE FLOW may reschedule bookings where operational, safety, weather, staffing, or emergency circumstances require adjustment.

13. Limitation Of Service

PRIMELINE FLOW does not guarantee that all faults, leaks, blockages, underground conditions, or related issues will be identifiable prior to inspection or completion of work.

Hidden faults, structural conditions, underground conditions, prior workmanship issues, access limitations, or pre-existing damage may affect scope, timing, required work, or final pricing.

14. Privacy And Information Handling

PRIMELINE FLOW may collect, store, use, and manage Customer information for booking management, operational coordination, communication, compliance, payment processing, quality assurance, and related service purposes.

Customer information will be handled in accordance with applicable Australian privacy laws.

15. Governing Law

These Terms are governed by the laws of New South Wales, Australia.

16. Acceptance Of Terms

By submitting a booking request, making payment, approving work, or proceeding with services through PRIMELINE FLOW, the Customer acknowledges and agrees to these Terms.