Policies
Refunds and cancellations for FlowCraft Plumbing jobs and deposits
This Refund Policy explains how FlowCraft Plumbing handles refunds, credits, and cancellations for plumbing appointments, deposits, unused materials, and related charges for residential and light commercial customers in Wellington, New Zealand. FlowCraft Plumbing is located at 103 Lambton Quay, Wellington Central, Wellington 6011, New Zealand. For refund questions email [email protected] or call +64275353892. We want customers to feel confident booking repairs, drain clears, installations, and maintenance visits. This Policy describes eligibility windows, what is refundable, exceptions for completed work, and how refunds are issued. Statutory rights under New Zealand consumer law, including the Consumer Guarantees Act 1993 and Fair Trading Act 1986, remain unaffected where they apply.
If you cancel a scheduled appointment with reasonable notice before our technician has travelled or materials have been ordered, we will generally refund unused deposits in full, less any non-recoverable third-party fees already incurred. Reasonable notice is typically at least twenty-four hours before the booked window for standard jobs, and longer where we have ordered specialised parts for an install. Same-day cancellations, no-shows, or cancellations after a technician has arrived may incur a callout or cancellation fee reflecting diary time and travel. Emergency callouts that have already been dispatched may not be refundable once a technician is en route. To request a cancellation refund, contact FlowCraft Plumbing at [email protected] with your booking reference, property address, and preferred refund method. Requests without a booking reference may experience delays while we match them to our schedule. Deposits paid for materials that have already been cut, custom-ordered, or cannot be returned to suppliers are generally non-refundable, though we will discuss options such as credit toward a rescheduled job. If weather, access failure, or a safety stoppage prevents us from starting work after arrival, we will explain any partial callout charge before leaving the property whenever practical.
If workmanship fails within the warranty period stated on your invoice, or a completed job is materially incomplete against the agreed scope, contact us as soon as reasonably possible with photos and a description of the issue. FlowCraft Plumbing will arrange a remedial visit, a partial refund for the affected line, or another fair remedy in line with New Zealand consumer protections and the nature of the fault. We may ask to inspect the property before issuing a refund. Issues caused by misuse, third-party alterations, blocked drains from foreign objects introduced after our visit, or pre-existing defects outside the agreed scope are not ordinarily refundable. If you were charged incorrectly for labour or materials, we will correct the invoice and refund any overpayment. Manufacturer defects in fixtures may be handled under the manufacturer warranty, with our labour assessed separately under our workmanship terms.
Completed plumbing labour that has been accepted as finished and meets the agreed scope is not refundable for change of mind. Consumable materials already installed or used on site cannot be returned. After-hours emergency fees are charged for priority attendance and are not refundable once the visit has occurred, even if the underlying fault proves minor, provided we acted with reasonable skill. Promotional discounts applied to a job may be reversed if you cancel and later rebook outside the offer period. If a request does not meet this Policy, we may refuse the refund and explain how to use a credit or reschedule instead. Business customers purchasing services for trade purposes may have different statutory protections; commercial terms on your quote prevail where lawfully agreed.
Approved refunds are issued to the original payment method whenever practicable. Processing can take several business days after we confirm the job status, and your bank may need additional time to post the credit. Cash or card surcharges already paid to processors may remain non-refundable for change-of-mind cancellations unless the refund is due to our error. Store credit or account credit, if issued, will be confirmed by email and may carry an expiry date stated in that confirmation. Chargebacks filed with your bank before contacting us can delay investigation; please reach out to [email protected] first so we can resolve issues directly. We keep records of refunds to improve scheduling, quoting accuracy, and quality control for future Wellington jobs.
For any refund, cancellation, deposit, or billing issue, contact FlowCraft Plumbing by email at [email protected], by telephone at +64275353892, or by writing to 103 Lambton Quay, Wellington Central, Wellington 6011, New Zealand. Include your booking or invoice number, the service address, and a concise description of what you need. If your enquiry concerns a warranty revisit rather than a cash refund, please say so clearly so we can schedule inspection quickly. This Refund Policy may be updated to reflect operational changes, supplier return rules, or legal requirements. The version posted on this page at the time of your booking or payment applies to that transaction, except where a later change is required by law to apply immediately. We aim to acknowledge refund requests within two business days during normal Wellington office hours. Thank you for choosing FlowCraft Plumbing for professional plumbing services in Wellington, New Zealand.
