Our Guarantee, Refunds & Service Terms

Found or You Don't Pay: guarantee terms

If we can't find the leak you booked us for, you don't pay for the inspection. That means no call-out fee, no hourly charge and no report fee. If you paid in advance, we refund the full amount to your original payment method within 30 days, with no deductions.

What "found" means

We have found the leak when we identify its source and location precisely enough for it to be repaired, supported by the test results and photos in our report. This includes:

• a probable source, where our testing points to a specific location and component but the leak could not be fully reproduced on the day
• isolating the leak to a specific pipe run by testing, where the repair is to replace or re-run that section of pipe

If our testing shows the problem is not a leak and our report identifies the cause (for example condensation, rising damp or groundwater), the inspection is charged as normal.

When the guarantee applies

The guarantee covers the leak or problem described when you book, at the property booked. It applies when:

• the leak is active, or can be reproduced by testing, at the time of the inspection. Leaks that only happen in rain or now and then may not be active on the day. If a leak is not active and cannot be reproduced, the guarantee does not apply to that visit, and we'll explain the options before we finish
• we have safe and reasonable access to the areas that need testing, including neighbouring units or common property where the source may be off-site, and the water or gas supply is on
• you agree to the tests our technician recommends, including extra time on site, which we'll always discuss with you before going past the first hour
• the area has not been repaired or altered since the problem was noticed

If more than one leak is present and we find at least one, the inspection is charged.

If the building work or plumbing (including waterproofing and roofing) does not meet the National Construction Code or the relevant Australian Standards, and those defects stop us from locating the exact source (for example, no waterproofing membrane, no isolation points, or pipe runs and junctions that can't be tested separately), the guarantee does not apply. In that case our report will identify the defects we found and recommend how to fix them, and the inspection is charged.

What the guarantee does not cover

Repairs, excavation or opening-up work by others, and any separately quoted service you agreed to in writing.

How it works

You don't need to make a claim. If we can't find the leak, we won't invoice the inspection, and your report or job notes will record what we tested and why the result was inconclusive.

If we can't finish the testing for our own reasons, such as running out of time on the day or an equipment issue, we'll come back to complete it at no extra charge, and both visits count as one inspection under this guarantee.

If you think you've been charged for an inspection where we didn't find the leak, contact us within 30 days of the inspection on 1300 346 353 or at admin@1300findleak.com.au. We'll review the report at no cost to you and, if the guarantee applies, refund you in full within 30 days.

Refunds and complaints

• Guarantee refunds. If the guarantee applies and you paid in advance, we refund the full amount to your original payment method within 30 days, with no deductions.
• Cancelled bookings. If you paid in advance and cancel with at least 24 hours' notice, we refund the full amount within 30 days.
• If you're not happy with our service. Contact us within 30 days of the service date. Tell us what went wrong and we'll work with you to put it right, in line with your rights under the Australian Consumer Law.

Service terms

1. Bookings and arrival

Please allow a 2-hour arrival window for your appointment, as travel between jobs can make us earlier or later. If an emergency or operational issue means we need to reschedule, we'll contact you as soon as possible and offer the next available time, at no cost to you.

2. Cancellations and changes

You can change or cancel your booking using the link in your confirmation, by phone on 1300 346 353 or by email. Please give at least 24 hours' notice. Cancellations or changes with less than 24 hours' notice incur a cancellation fee of $198 inc. GST.

3. Prices and extra time

Our inspection price covers the first hour on site and depends on your area. Current prices are on our pricing page. If more time is needed, it is charged at the hourly rate for your area ($198 inc. GST in Victoria, $168 inc. GST in Sydney, Brisbane and the Gold Coast). We'll always discuss extra time with you before going past the first hour.

4. Payment

Payment is due when the inspection is completed, by debit card, credit card or cash, unless you have an approved account with us. Account clients pay within their agreed account terms. New account applications must be made in writing and approved before booking. You can also pay online in advance through our website.

5. Reports

Your written report with photos and test results is emailed to you after the inspection. Please allow up to 14 days for formal reports. Expert reports for VCAT, NCAT or QCAT are quoted separately, with their own timeframe.

6. Access, safety and preparation

Please make sure we can safely reach the areas that need testing, the water or gas supply is on, and pets are secured. We only access roofs where it is safe to do so. If the source may be in a neighbouring unit or common property, you'll need to provide or arrange that access.

7. Balcony flood testing (concrete balconies)

Flood testing of concrete balconies above an affected area is a two-stage process: the first visit is $398 inc. GST, and the follow-up visit the next day is $198 inc. GST. The balcony must be cleared of furniture, planters and debris and be clean before the first visit. If the balcony isn't ready, we may need to reschedule, and the cancellation fee may apply.

8. Repairs and other trades

Our inspection is about finding the leak. If you'd like us to fix it, we'll quote the repair separately and return at another time to complete it, often with trusted independent trades. Many clients, including plumbers, builders and property managers, do their own repairs from our report. Work done by a trade you engage directly is that trade's responsibility.

9. Our findings and excavation

Our findings are based on the non-invasive testing carried out on the day. The marked location of underground pipes and services is approximate and can be affected by changes in ground level, obstructions or past alterations. Before any excavation, use a licensed contractor and lodge a request with Before You Dig Australia.

10. Liability

To the extent permitted by law, we are not liable for indirect or consequential loss arising from our services. Nothing in these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.

Your consumer rights

Our guarantee and these terms are in addition to your other rights and remedies under the Australian Consumer Law and do not limit them.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Who we are

1300 FINDLEAK PTY LTD, ABN 83 640 078 397
28-30 Olive Grove, Parkdale VIC 3195
Phone 1300 346 353 · admin@1300findleak.com.au
VIC licence 105159 · QLD licence PD26669

These terms apply to our leak detection services. The terms of use for our website are on our Terms & Conditions page.