Terms of Service
Professional plumbing services with clear terms and guaranteed satisfaction.
Last Updated: January 15, 2025
Service Agreement
Welcome to The Plumbing Pros. These Terms of Service ("Terms") govern your use of our plumbing and HVAC services in Edmonton and surrounding areas. By engaging our services, you agree to these terms. We're committed to providing professional, reliable service while maintaining clear expectations for both parties.
Quick Navigation
1. Services Provided
Service Areas
We provide professional plumbing and HVAC services throughout the Edmonton metropolitan area, including:
Emergency Services (24/7)
- • Burst pipe repair and water shutoff
- • Frozen pipe thawing
- • Sewer backups and blockages
- • Water heater failures
- • Gas line emergencies
Regular Services
- • Drain cleaning and maintenance
- • Fixture installation and repair
- • Hot water tank service
- • EPCOR compliant backflow testing
- • Heating and cooling services
2. Emergency Service Terms
24/7 Emergency Response
Emergency services are prioritized based on severity and safety concerns. Response times may vary during extreme weather or high-demand periods.
Emergency Service Includes:
- • Immediate safety assessment
- • Water/gas shutoff if required
- • Temporary repairs to prevent damage
- • 24/7 dispatch availability
Emergency Rates Apply:
- • After-hours surcharge: Weeknights, weekends
- • Holiday rates: Statutory holidays
- • Minimum 2-hour billing for emergency calls
- • Travel time included within service area
3. Pricing & Payment Terms
Transparent Pricing Policy
We believe in upfront, honest pricing with no hidden fees or surprise charges.
- Free estimates for non-emergency work
- Written quotes provided before work begins
- No markup on parts and materials
- Flat-rate pricing for common services
- GST included in all quoted prices
- Payment due upon completion
Accepted Payment Methods
- • Cash
- • Interac Debit
- • Visa/Mastercard
- • E-transfer
- • Business cheques
Payment Terms
- • Payment due upon completion
- • 30-day payment terms for approved commercial accounts
- • Late payment fees apply after 30 days
- • Collection costs charged to customer
Estimate Validity
- • Written estimates valid for 30 days
- • Material price fluctuations may apply
- • Additional issues may require revised quote
- • Change orders require written approval
4. Scheduling & Property Access
Scheduling Policies
- • Regular Hours:
- • Saturday:
- • Emergency: 24/7 Emergency Service Available
- • 24-hour notice preferred for cancellations
- • Rescheduling available subject to availability
Property Access Requirements
- • Customer or authorized representative must be present
- • Clear access to work areas required
- • Pets must be secured during service calls
- • Parking space for service vehicle preferred
- • Special access instructions appreciated in advance
Cancellation & No-Show Policy
Customer Cancellations:
- • 24+ hours notice: No charge
- • Less than 24 hours: $75 cancellation fee
- • No-show/refused entry: $150 fee
Our Commitment:
- • Call ahead with arrival time
- • Reschedule if running more than 1 hour late
- • Credit for our delays/cancellations
5. Warranties & Guarantees
Satisfaction Guarantee
We stand behind our work with comprehensive warranties and a commitment to customer satisfaction.
Service Warranty
- • Workmanship: 2 years on all labor
- • Emergency Repairs: 90-day warranty minimum
- • Drain Cleaning: 30-day blockage-free guarantee
- • Installation Work: 1-year comprehensive warranty
Parts & Materials
- • Parts: Manufacturer warranty applies
- • Fixtures: Full manufacturer warranty transferred
- • Water Heaters: 6-10 year manufacturer warranty
- • Defective Parts: Free replacement within warranty period
Warranty Exclusions
- • Normal wear and tear
- • Customer misuse or neglect
- • Acts of nature (flooding, freezing, etc.)
- • Unauthorized modifications
- • Third-party tampering
- • Pre-existing conditions not disclosed
- • Damage from poor water quality
- • Code violations not created by us
6. Liability & Insurance
Insurance Coverage
The Plumbing Pros carries comprehensive insurance coverage for your protection:
- • General Liability: $2,000,000
- • Errors & Omissions: Professional liability coverage
- • Workers' Compensation: WCB coverage
- • Bonding: $500,000 surety bond
- • Tool Coverage: Equipment and vehicle insurance
- • Licensed & Certified: Red Seal certification
Limitation of Liability
Service Liability: Our liability is limited to the direct cost of services provided. We are not liable for indirect, consequential, or punitive damages.
Emergency Services: While we respond as quickly as possible, we cannot guarantee specific response times due to weather, traffic, or high-demand situations.
Existing Conditions: We are not liable for pre-existing conditions, code violations, or issues not directly caused by our work.
Important Safety Notice
Gas Line Work: All gas line work requires proper permits and inspection. Customer is responsible for obtaining permits where required. We will assist with permit applications but cannot guarantee approval timing.
7. Customer Responsibilities
Before Service
- • Provide accurate description of problem
- • Clear access to work areas
- • Secure pets and remove valuables
- • Disclose known hazards (asbestos, lead, etc.)
- • Arrange for water/power shutoff if required
- • Provide special access instructions
During Service
- • Authorized person must be present
- • Approve any changes in writing
- • Ask questions about work being performed
- • Report concerns immediately
- • Provide reasonable working conditions
- • Keep children and pets safe/away from work area
After Service
- • Test all work before technician leaves
- • Keep receipts and warranty information
- • Follow maintenance instructions
- • Report warranty issues promptly
- • Provide access for warranty work
- • Pay invoices according to agreed terms
Property Maintenance
- • Maintain adequate heating in winter
- • Report leaks and issues promptly
- • Don't use chemical drain cleaners excessively
- • Schedule regular maintenance as recommended
- • Keep water heater area clear and accessible
- • Know location of main water shutoff
8. Dispute Resolution
Our Commitment to Resolution
We're committed to resolving any concerns quickly and fairly. Most issues can be resolved through direct communication.
Direct Contact
Contact us directly at (780) 690-6955 to discuss your concern
Management Review
Unresolved issues escalated to management for review within 48 hours
Formal Mediation
If needed, we support third-party mediation through recognized Alberta services
Legal Jurisdiction
These terms are governed by Alberta law. Any legal proceedings will be conducted in Edmonton, Alberta. We encourage mediation and arbitration as alternatives to costly litigation.
9. Additional Terms
Force Majeure
We are not liable for delays or failures due to circumstances beyond our control, including but not limited to: extreme weather, natural disasters, government regulations, labor strikes, or supply chain disruptions.
Service Modifications
We reserve the right to modify our services, pricing, and terms with reasonable notice. Existing service agreements remain valid under original terms until completion.
Severability
If any provision of these terms is found unenforceable, the remaining provisions continue in full force and effect. We will work to replace invalid terms with valid equivalents.
Entire Agreement
These terms, along with written service agreements and estimates, constitute the complete agreement between parties. Verbal agreements are not binding unless confirmed in writing.
10. Contact Information
Questions About These Terms?
We're here to clarify any questions about our terms of service. Contact us for assistance or to discuss specific service requirements.
Business Hours:
Emergency Service: 24/7 Emergency Service Available
The Plumbing Pros
Professional Plumbing & HVAC Services • Licensed & Insured • Red Seal Certified
These terms are effective as of January 15, 2025 and are subject to periodic updates.