CUSTOMER INFORMATION

Booking Policy

Our booking process is designed to make arranging residential waterproofing services clear, straightforward and convenient.

No Payment Required When Submitting an Enquiry Submitting an appointment request does not require an upfront payment. We will first review your requirements, discuss the project and confirm the proposed arrangements before providing payment information separately.

1. Making a Booking Enquiry

You can submit a booking enquiry through our website by providing your contact details, property information and a description of the waterproofing work required.

Please provide accurate information so that we can understand your requirements and assess the most appropriate service. Photographs of the working area may also be supplied where helpful.

Submitting an enquiry is a request for contact or an appointment discussion. It does not automatically confirm a booking or commit you to proceeding with the work.

2. Assessment and Consultation

After receiving your enquiry, we will review the information provided and may contact you to discuss the project in more detail.

Depending on the nature of the work, we may request additional photographs, arrange a site visit or ask further questions about the condition and size of the area.

This helps us determine the appropriate waterproofing approach and identify any additional preparation or repair work that may be required.

3. Quotations and Confirmation

Once we have reviewed your requirements, we will provide a quotation outlining the proposed work, applicable price and relevant conditions.

You will have the opportunity to review the quotation and ask any questions before deciding whether to proceed.

Work and appointment arrangements will only be confirmed once the quotation has been accepted and the relevant details have been agreed between both parties.

4. Payment Methods

No payment is collected when you initially submit a booking enquiry. Payment arrangements are discussed separately after the project scope, quotation and appointment details have been agreed.

Payment Information Provided Separately Available payment methods, payment instructions and any applicable payment deadlines will be communicated to you separately when payment is due. The applicable payment arrangements will be confirmed before you are asked to pay.

Please follow the payment instructions provided for your particular project. Do not send payment before receiving the relevant payment details and confirmation.

5. Appointment Scheduling

Appointment dates and times are subject to availability. We will discuss a suitable schedule with you and confirm the agreed arrangements.

If your preferred appointment time is unavailable, we may suggest an alternative date or time.

Please ensure that someone can provide access to the property and the agreed working area at the scheduled time.

6. Changes and Rescheduling

If you need to change your appointment, please contact us as early as possible.

We will make reasonable efforts to accommodate rescheduling requests, subject to availability and the circumstances of the project.

If site conditions or other unexpected circumstances affect the planned work, we will contact you to discuss any necessary changes to the schedule or scope.

7. Customer Responsibilities

To help the appointment proceed smoothly, customers are expected to:

  • Provide accurate contact and property information.
  • Explain any known leaks, water damage or existing surface problems.
  • Provide safe and reasonable access to the working area.
  • Remove personal belongings or obstructions where reasonably possible.
  • Inform us in advance of any access restrictions or special property requirements.
  • Follow any preparation instructions agreed before the appointment.

8. Cancellations

If you wish to cancel an appointment or an agreed project, please contact us as soon as possible.

Any cancellation arrangements, applicable charges and refund entitlements will be handled in accordance with the agreed terms and applicable consumer protection laws.

Where a statutory cancellation right applies, nothing in this policy is intended to restrict that right.

For further information, please refer to our Cancellation & Refund Policy.

9. Service Availability

Our residential waterproofing services are arranged according to project requirements, location, access and scheduling availability.

An enquiry does not guarantee that a particular service can be carried out. We will discuss suitability and availability with you before confirming the work.

10. Contact and Enquiries

If you have questions about an enquiry, quotation, appointment or payment arrangement, please contact us through the contact details provided on our website.

We will be happy to discuss your requirements and explain the next steps before you decide whether to proceed.