1. Acceptance
Acceptance and Scope
These Terms of Use apply to access and use of trustedplumbers.co.za, the Trusted Plumbers enquiry platform and related telephone, WhatsApp, email and online communication channels.
By using the website, submitting an enquiry or contacting Trusted Plumbers through a listed platform channel, you acknowledge that you have read and agree to these terms. If you do not agree, do not use the platform.
You must have legal capacity to use the service or be acting with proper authority for the property, business, account or person concerned.
3. Enquiries and bookings
A Plumbing Enquiry Is Not a Confirmed Booking
A form submission, telephone call, WhatsApp message or email is a request for contact. It does not by itself create a confirmed appointment, require a provider to accept the job or guarantee that a provider will respond within a particular time.
A booking or attendance arrangement exists only after the independent provider and customer have directly agreed on the relevant details.
For urgent problems, calling may be the clearest contact route, but it does not guarantee immediate provider availability or arrival.
4. Customer responsibilities
Your Responsibilities When Submitting an Enquiry
- Provide accurate contact, location, property and plumbing-problem information.
- Only submit personal information you are authorised to provide.
- Explain known hazards, access restrictions, security requirements and site conditions.
- Take reasonable steps to limit damage where safe to do so, without attempting dangerous repairs.
- Review the provider’s identity, credentials, scope, pricing, payment terms and guarantees before authorising work.
- Ensure that the person approving the work has authority to do so.
- Pay the independent provider according to the agreement made directly with that provider.
5. Independent providers
Relationship With Independent Plumbing Providers
Independent plumbing providers are separate businesses or tradespeople. They remain responsible for their own operations, employees, subcontractors, vehicles, tools, qualifications, registrations, insurance, taxes, safety, legal compliance, quotations, invoices and workmanship.
The customer and provider form their own service relationship. Trusted Plumbers is not automatically a party to the provider’s quotation, service agreement, invoice, payment arrangement, warranty or guarantee.
The Service Partner Standards describe expected conduct but do not certify, supervise or guarantee every provider or interaction.
6. Coverage
Service Areas, Matching and Provider Availability
Area and service pages describe locations and plumbing categories for which provider coverage may be sought. Listing an area does not guarantee that a provider is available, willing or able to accept a particular request.
Trusted Plumbers may route an enquiry to one provider, more than one provider or no provider, depending on coverage, capacity, service category, commercial arrangements and other relevant factors.
Trusted Plumbers may decline, close, redirect or stop processing an enquiry where the request is incomplete, outside available coverage, unsafe, unlawful, abusive or unsuitable for the platform.
7. Pricing and payment
Call-Out Fees, Pricing, Materials and Payment
Trusted Plumbers does not set the independent provider’s call-out fee, labour rate, material price, deposit, payment method or cancellation terms unless a separate written arrangement expressly states otherwise.
Before work begins, customers should ask the provider to explain:
- The call-out or assessment arrangement.
- The proposed scope and known exclusions.
- The pricing basis for labour and materials.
- Deposits, payment timing, taxes and possible additional costs.
- Applicable product warranties or workmanship guarantees.
Payments for plumbing work should be made according to the customer’s direct agreement with the independent provider. Trusted Plumbers is not responsible for collecting, holding or refunding provider payments unless expressly agreed in writing.
8. Communications
Electronic Communications and Records
By providing contact information, you authorise communications reasonably connected to the enquiry through telephone, SMS, WhatsApp, email or another channel you use with the platform.
Electronic messages, form submissions and system records may be retained as evidence of communications, consent, enquiry details, routing and outcomes, subject to the Privacy Policy.
Marketing communications are subject to applicable law and opt-out rights. Operational messages about an active enquiry may still be sent where reasonably required.
9. Acceptable use
Acceptable Website and Platform Use
You may not use the website or platform to:
- Submit false, fraudulent, misleading or impersonated enquiries.
- Harass, threaten, abuse or discriminate against staff, providers or other persons.
- Attempt to obtain unauthorised access to accounts, systems, data or website functions.
- Introduce malicious code, automated scraping, spam or disruptive traffic.
- Copy, republish or commercially exploit platform content without permission.
- Use the platform for an unlawful, unsafe or unrelated purpose.
- Misrepresent an affiliation, endorsement, employment or agency relationship with Trusted Plumbers.
10. Website information
Accuracy and Use of Website Content
Website content is provided for general information, enquiry routing and practical guidance. Plumbing problems vary, and online content cannot replace a site-specific assessment by a suitably competent provider.
Trusted Plumbers aims to keep information useful and accurate but does not guarantee that all pages, service descriptions, coverage references or third-party information are complete, current or error-free.
Do not rely on website content as electrical, structural, engineering, insurance, legal or emergency-safety advice.
11. Intellectual property
Website Content and Intellectual Property
Unless otherwise stated, the website design, branding, text, graphics, layout, code and original platform content are owned by or licensed to the operator of Trusted Plumbers and are protected by applicable intellectual-property law.
You may view and use the website for personal or legitimate business enquiry purposes. You may not reproduce, modify, distribute, sell, frame, scrape or create derivative commercial content without prior written permission, except where the law allows otherwise.
Third-party names, logos and content remain the property of their respective owners.
12. Third parties
Third-Party Services, Forms and Links
The website may use or link to third-party services including GoHighLevel or LeadConnector, WhatsApp, email, CAPTCHA, hosting, analytics, maps, telephone or social platforms.
Trusted Plumbers does not control every third-party service and is not responsible for its separate availability, security, content, terms or privacy practices. Use of a third-party service may be governed by that party’s own terms.
13. Privacy
Privacy, Personal Information and Cookies
Personal information is handled according to the Privacy Policy. Cookie and similar-technology information is provided in the Cookie Policy.
By submitting an enquiry, you understand that relevant information may be shared with independent providers and technology suppliers for the purposes described in the Privacy Policy.
14. Complaints and disputes
Platform Concerns and Plumbing-Service Disputes
Trusted Plumbers may request information about a provider interaction for platform-quality or participation decisions, but this does not make Trusted Plumbers the contracting plumbing supplier or require it to resolve every dispute.
15. Disclaimers
No Guarantee of Availability, Price or Outcome
To the maximum extent permitted by law, Trusted Plumbers does not guarantee:
- That an enquiry will be accepted, routed or answered.
- That a provider will be available or arrive within a stated time.
- That a listed suburb has constant provider coverage.
- Any provider’s qualifications, registrations, insurance or suitability.
- A quotation, call-out fee, repair cost, material price or payment outcome.
- The quality, safety, legality, durability or success of provider work.
- Continuous, secure or error-free operation of the website or third-party systems.
The more detailed platform disclaimer is available at Disclaimer.
16. Liability
Limitation of Liability
Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.
Subject to that qualification, Trusted Plumbers is not liable for loss, damage, cost or claim arising solely from an independent provider’s acts, omissions, pricing, advice, attendance, delay, materials, workmanship, invoice, payment handling or guarantee obligations.
Trusted Plumbers is also not liable for indirect, consequential or special loss arising from platform unavailability, inaccurate user information, third-party systems, missed communications or reliance on general website content, to the extent such limitation is legally permitted.
These limitations must be interpreted consistently with applicable consumer-protection and other mandatory law. They do not remove rights or remedies that cannot legally be waived.
17. Indemnity
Responsibility for Misuse and Unauthorised Information
To the extent permitted by law, a user is responsible for loss or claims caused by that user’s unlawful use of the platform, material breach of these terms, fraudulent enquiry, unauthorised disclosure of another person’s information or infringement of third-party rights.
This clause does not require a consumer to indemnify Trusted Plumbers for the platform’s own unlawful conduct, gross negligence or liability that cannot lawfully be transferred.
18. Consumer rights
Statutory and Consumer Rights
Nothing in these terms excludes, restricts or modifies a right, remedy, guarantee, duty or liability that cannot lawfully be excluded under the Consumer Protection Act, Electronic Communications and Transactions Act, POPIA or other applicable South African law.
Fair and Understandable Terms
These terms should be read in a manner consistent with applicable legal requirements for fair consumer information.
Independent Provider Obligations
The provider remains responsible for legal duties arising from its direct supply of plumbing goods or services.
Mandatory Remedies Remain
Any statutory remedy that cannot lawfully be waived remains available according to the applicable law and facts.
19. Suspension
Suspension, Refusal and Termination of Access
Trusted Plumbers may suspend, restrict or refuse platform access or enquiry processing where reasonably necessary to protect users, providers, systems, legal compliance or platform integrity.
This may include suspected fraud, abuse, harassment, unsafe requests, repeated false enquiries, technical misuse, unlawful conduct or serious breach of these terms.
20. Changes
Changes to These Terms
These terms may be updated when the website, platform model, provider arrangements, technology or applicable law changes. The revised terms will be posted on this page with an updated revision date.
Continued use after publication of revised terms constitutes acceptance to the extent permitted by law. Material changes may be communicated through appropriate website or contact channels.
21. Governing law
South African Law and Jurisdiction
These terms and use of the platform are governed by the laws of the Republic of South Africa.
Subject to applicable consumer law, statutory complaint routes and any mandatory jurisdiction rules, disputes relating to the platform may be brought before a court or forum with lawful jurisdiction in South Africa.