Terms & Conditions

Plain Language Summary

In simple terms:

• $99 call-out fee per visit – covers travel, arrival, and an initial non-invasive visual first check.
• Call-out is separate – it is not included in repair pricing, Diagnostic Work, materials, or return visits unless we clearly state otherwise in writing.
• We price before work – repair work, Diagnostic Work, supplier travel, and other chargeable work proceed only after approval, except for urgent make-safe work where immediate action is reasonably required.
• Authority matters – if a tenant, occupant, owner, landlord, agent, property manager, strata representative, or other representative approves a disclosed price, later disagreement about price, reimbursement, or a cheaper contractor does not create a refund right.
• Diagnostic Work is separate – if more work is needed to find the cause, this is chargeable and will be explained before proceeding.
• Older plumbing can fail – hidden defects, seized parts, discontinued components, bad previous work, access limits, and system age can change the scope and price.
• Warranty is specific – our warranty applies only to the specific paid work and qualifying supplied parts we installed, subject to these Terms.
• Honest reviews are allowed – but false or misleading statements about disclosed pricing, approval, refund entitlement, or authority may be addressed using our records.

This summary is for convenience only. The full Terms below apply.

Jump to a Section

1. Application, Acceptance and Contract Documents

1.1These Terms apply to all residential plumbing services, related services, visits, inspections, quotes, estimates, supplied parts, materials, warranty responses, and communications provided by Blue Monkey Plumbing Ltd.

1.2By booking a visit, requesting service, approving a quote or estimate, authorising work, allowing work to begin, accepting service, or paying an invoice, you agree to these Terms.

1.3The contract for a job may include these Terms, the approved quote or estimate, the written scope of work, the invoice, written messages confirming approval, and any written job-specific terms agreed by Blue Monkey Plumbing Ltd.

• 1.4If job-specific written terms conflict with these general Terms, the job-specific written terms control only for that specific conflict and only for that specific job.
• 1.5Website content, service descriptions, pricing examples, advertising, and verbal comments are general guidance only unless incorporated into an approved written scope, quote, estimate, or invoice.
• 1.6Nothing in these Terms limits any consumer right, cancellation right, disclosure requirement, warranty right, or other right that cannot legally be excluded, restricted, or waived under applicable law.
• 1.7The version of these Terms in effect when the visit is booked, the quote is approved, or work is authorised applies to that job unless we agree otherwise in writing.
• 1.8We may decline, pause, or refuse work where we reasonably believe the work is unsafe, unlawful, outside our trade scope, outside our licence or insurance scope, impractical, abusive, or not reasonably capable of being performed to an acceptable standard.

In simple terms: these Terms are the general rules for the job. The approved quote, estimate, scope, invoice, and written approval record explain the specific work for that visit.

2. Service Area, Hours and Scheduling

2.1Blue Monkey Plumbing Ltd provides residential plumbing services across West Vancouver, North Vancouver, Lions Bay, and surrounding North Shore neighbourhoods, subject to scheduling, routing, safety, and availability.

• 2.2Business hours: Monday to Friday, 7:00 AM to 4:00 PM.
• 2.3We are closed evenings, weekends, and statutory holidays unless otherwise agreed in writing.
• 2.4After-hours attendance is not guaranteed and is available only if expressly agreed in writing.
• 2.5Appointment times and arrival windows are estimates unless expressly guaranteed in writing.
• 2.6Scheduling may be affected by traffic, urgent calls, parts availability, weather, illness, road conditions, supplier delays, previous jobs taking longer than expected, or other matters outside our reasonable control.
• 2.7We are not responsible for inconvenience, delay-related secondary loss, missed appointments with third parties, or loss of use arising from reasonable scheduling changes or delays, except where such exclusion is not permitted by law.

3. Authority to Book, Approve and Pay

3.1The person who books the appointment, requests service, meets us at the property, approves pricing, authorises work, or allows work to begin represents that they have authority to do so.

• 3.2You must ensure that a person with final authority to approve work, pricing, access, and payment is available during the visit.
• 3.3Approval may be verbal, written, electronic, text message, email, invoice approval, payment approval, or other clear instruction to proceed, and is binding once work proceeds.
• 3.4We do not accept conditional approvals subject to later landlord, owner, insurer, strata, property manager, family member, or third-party approval unless we expressly agree to that condition in writing before work begins.
• 3.5If you want another quote, landlord approval, owner approval, strata approval, insurer approval, property manager approval, or any other outside approval, you must obtain it before authorising chargeable work.

3.6 Tenant, landlord, occupant and third-party approval

• 3.6.1Where a tenant, occupant, owner, landlord, agent, property manager, strata representative, family member, or other person present at the property requests service, receives pricing, and approves work, we are entitled to rely on that approval as authority to proceed unless we are told before work begins that the person does not have authority.
• 3.6.2If the person present does not have final authority to approve work or payment, they must tell us before approving any chargeable work.
• 3.6.3Approval is not conditional on later reimbursement, repayment, rent treatment, damage deposit treatment, insurance approval, strata approval, landlord approval, owner approval, or acceptance by any other third party unless we expressly agree to that condition in writing before work begins.
• 3.6.4A later objection by a landlord, owner, strata, insurer, property manager, family member, or other third party does not cancel the approval, reduce the invoice, or create a refund right where the price or estimate was disclosed and approved before work began.
• 3.6.5This includes later objections based on a preferred contractor, a cheaper contractor, a different quote, a missed opportunity to obtain another contractor, or a disagreement between a tenant and landlord about who should pay.
• 3.6.6Any reimbursement, rent, damage deposit, insurance, strata, property-management, roommate, family, or landlord-tenant dispute is between those parties and does not affect the amount owed to Blue Monkey Plumbing Ltd for authorised work.
• 3.6.7If a person misrepresents or overstates their authority, that person remains responsible for the charges they authorised and for any loss, dispute, or claim arising from that misrepresentation, to the extent permitted by law.

In simple terms: if the price is disclosed and the person at the property approves it, we can proceed. A later argument between tenant and landlord, or a later claim that someone else was cheaper, does not undo the approved work.

4. Call-out Fee and Non-Invasive Visual First Check

4.1Our regular call-out fee is $99 per visit, plus applicable GST. The call-out fee covers scheduling, travel, arrival, and an initial visual, non-invasive check of the reported issue.

4.2 What the call-out includes

• 4.2.1Listening to your description of the problem.
• 4.2.2Looking at what is visible without using tools.
• 4.2.3Basic visual and observational checks that do not involve dismantling, testing, or access work.
• 4.2.4Simple operating checks such as turning taps on or off or flushing a toilet where appropriate.

4.3 What the call-out does not include

• 4.3.1Diagnostic Work.
• 4.3.2Tool use, testing equipment, disassembly, technical diagnosis, or pressure testing.
• 4.3.3Removing cartridges, trims, traps, fixtures, toilets, appliances, panels, or cabinetry.
• 4.3.4Entering crawlspaces, attics, roof spaces, confined spaces, or other restricted areas.
• 4.3.5Cutting or opening walls, ceilings, floors, cabinetry, tile, or finishes.
• 4.3.6Any repair work, materials, parts, supplier travel, or return visit.

4.4 Call-out fee rules

• 4.4.1The call-out fee is payable once we attend the property.
• 4.4.2The call-out fee is not credited toward, deducted from, or included in repair pricing, Diagnostic Work, Travel Time, materials, or return visits unless expressly stated in writing.
• 4.4.3The call-out fee applies to each visit and is not waived unless expressly stated in writing.
• 4.4.4If you decline all further work after the call-out, the call-out fee remains payable.

In simple terms: the call-out fee covers listening, looking, travel, and arrival. If tools, testing, opening, disassembly, repair, supplier travel, or more time is needed, that is separate and will be explained before proceeding.

5. Pricing, Quotes, Estimates and Approval

5.1We use clear pricing paths depending on what can be confirmed during the visit.

5.5 Quote, estimate and scope rules

• 5.5.1A fixed quote covers the defined scope of work only.
• 5.5.2All quoted prices are in addition to the call-out fee unless clearly stated otherwise.
• 5.5.3All prices are in Canadian dollars and are subject to applicable GST unless clearly stated otherwise.
• 5.5.4A quote or estimate may be revised if the approved scope changes, if site conditions differ from what was visible or reasonably expected, if access changes, if parts are unavailable or materially different, or if hidden conditions are discovered.
• 5.5.5Unless expressly stated otherwise, a quote is not a promise that unrelated defects, hidden failures, or system-wide symptoms will be corrected.
• 5.5.6If additional visits are required to complete work, a new call-out fee applies unless those visits are clearly included in the quoted job price.

5.6 Approval rules

• 5.6.1No repair or chargeable work proceeds without approval, except for urgent make-safe work described in Section 8.
• 5.6.2Approval may be verbal or written and is binding once work proceeds.
• 5.6.3If you are unsure whether you want to proceed, do not authorise the work until you have made that decision.

5.7 No phone, message or photo-based quoting

• 5.7.1We do not provide binding plumbing quotes based on phone descriptions, messages, or photos alone.
• 5.7.2Any indication of pricing given before attending is general guidance only and is not a quote or binding price.
• 5.7.3Pricing is confirmed only after an on-site visual, non-invasive check and, where required, authorised Diagnostic Work.

Important: pricing examples and website descriptions are general guidance only. Actual charges depend on access, site conditions, time used, materials, parts availability, and the work authorised.

6. Diagnostic Work, Research and Limited Findings

6.1Diagnostic Work is the hands-on or technical work required to identify, narrow, verify, or understand the cause of a plumbing issue where it cannot be confirmed during the visual, non-invasive check. It is a separate chargeable service billed at $67.50 per 15-minute block, rounded up to the next full block where applicable.

6.2 When Diagnostic Work applies

• 6.2.1Using tools, testing equipment, gauges, or technical procedures.
• 6.2.2Removing or opening fixtures, cartridges, valves, trims, traps, toilets, panels, or appliances.
• 6.2.3Tracing leaks or following moisture paths.
• 6.2.4Entering crawlspaces, attics, roof areas, confined spaces, or concealed locations.
• 6.2.5Opening walls, ceilings, floors, cabinets, or other finishes for access.
• 6.2.6Researching technical information, specifications, diagrams, parts breakdowns, installation details, manufacturer information, compatibility, or suitable parts where needed to identify the issue, confirm compatibility, determine what is required, or order the correct part.

6.3 When Diagnostic Work does not apply

• 6.3.1Purely visual, non-invasive checks included in the call-out.
• 6.3.2Basic listening or observation.
• 6.3.3Simple operating checks that do not involve access work, testing equipment, or disassembly.
• 6.3.4Actual travel to and from suppliers to source or collect parts, fixtures, or materials on the client’s behalf, which is treated separately as Travel Time where applicable.

6.4 Diagnostic Work rules

• 6.4.1Diagnostic Work is always payable once authorised and incurred.
• 6.4.2It remains payable even if the exact cause cannot ultimately be confirmed.
• 6.4.3It remains payable even if you choose not to proceed with the recommended repair.
• 6.4.4It is not covered by the No Fix, No Fee Guarantee.
• 6.4.5It is not deducted from later repair pricing unless we expressly agree otherwise in writing.

6.5 If Diagnostic Work is declined, limited or stopped

6.5.1If you decline Diagnostic Work, restrict access, decline testing, or ask us to stop before the cause is identified, any guidance we provide is based only on limited visible information.

• 6.5.2Where the cause of a problem has not been fully confirmed by authorised Diagnostic Work, testing, disassembly, or access work, any recommendation is provisional only and must not be treated as a confirmed diagnosis.
• 6.5.3We are not responsible for concealed causes, undetected failures, ongoing leakage, worsening conditions, or future damage where Diagnostic Work was declined, restricted, or stopped, except where caused by proven negligence.

In simple terms: Diagnostic Work is paid work to find or narrow the cause of a problem, including technical research where needed. It is separate from the call-out and from repair pricing.

7. Travel Time, Supplier Runs and Additional Visits

7.1 Travel Time for supplier or parts trips

• 7.1.1Travel Time may be charged at $67.50 per 15-minute block where we are required or requested to travel to and from suppliers on the client’s behalf to source, collect, exchange, or verify parts, fixtures, materials, or client-ordered items not already included in the quoted work.
• 7.1.2Travel Time applies only where such travel is reasonably necessary or specifically requested by the client.
• 7.1.3Travel Time is explained and agreed before it is incurred.
• 7.1.4Travel Time does not apply where normal supplier travel has already been built into a fixed quoted job price.

7.2 Additional visits and return visits

• 7.2.1Each visit, including any return visit, is a separate attendance and carries a new call-out fee unless that visit is expressly included in a quoted job price or is a valid warranty response under Section 20.
• 7.2.2Return visits required because of parts identification, special ordering, client-supplied item issues, unavailable parts, staged repair work, manufacturer process, site access restrictions, client delay, or changed scope may incur additional call-out fees, labour, Diagnostic Work, Travel Time, and materials.
• 7.2.3If a return visit is required solely because of a confirmed valid workmanship warranty issue in our specific paid work, the remedy is handled under Section 20.

In simple terms: supplier travel and return visits are not automatically free. They are included only when we clearly build them into the quoted job or when a valid warranty remedy applies.

8. Urgent, Emergency and Temporary Make-Safe Work

8.1If immediate action is required to reduce active flooding, property damage, contamination, loss of essential service, or an unsafe condition, it may not be practical to provide a fixed quote in advance.

• 8.2In urgent or emergency situations, we may charge the call-out fee and any labour, materials, parts, equipment, Diagnostic Work, and Travel Time reasonably required to make the situation safe, reduce immediate damage, or stabilise the system.
• 8.3Temporary make-safe work is not necessarily a permanent repair and does not guarantee that the underlying issue has been fully diagnosed or corrected.
• 8.4After a temporary make-safe, further Diagnostic Work, parts, access work, replacement, remediation, or permanent repair may still be required and may be separately chargeable.
• 8.5You must take reasonable steps to mitigate damage in urgent situations, including shutting off water where reasonably possible, protecting contents, and notifying us promptly.
• 8.6Emergency or urgent attendance outside normal business hours is not guaranteed unless expressly agreed in writing.

9. No Fix, No Fee Guarantee

9.1Our No Fix, No Fee Guarantee applies only to the labour portion of a clearly defined quoted repair that has been priced upfront and approved by you. If we attempt that specific quoted repair during that same job and are unable to complete it for reasons within our control, we will waive the labour for that specific quoted repair, unless an exclusion below applies.

9.2 When the guarantee can apply

• 9.2.1The repair is clearly defined and specifically quoted in advance.
• 9.2.2The repair has been approved by you.
• 9.2.3The system, surrounding conditions, and access allow the quoted repair to be carried out safely and as scoped.
• 9.2.4We are unable to complete that specific quoted repair during that same job for reasons within our control.
• 9.2.5The failure is not caused by a pre-existing condition, hidden defect, parts issue, unsafe access, code issue, deterioration, or system limitation.

9.3 What remains payable even if the guarantee applies

• 9.3.1The $99 call-out fee.
• 9.3.2Any authorised Diagnostic Work already incurred.
• 9.3.3Any technical time spent identifying, researching, or sourcing parts.
• 9.3.4Any Travel Time already incurred.
• 9.3.5Any materials, parts, fixtures, special-order items, or non-returnable items supplied, purchased, or ordered.
• 9.3.6Any other work completed during that same job.

9.4 When the guarantee does not apply

• 9.4.1If you decline the repair after the visual check or after Diagnostic Work has been explained.
• 9.4.2If you ask us to stop after approving the work.
• 9.4.3If the work being carried out is Diagnostic Work rather than a quoted repair.
• 9.4.4If hidden defects, deterioration, code issues, unsafe conditions, access issues, or system limitations change the scope of work.
• 9.4.5If a required part is unavailable, discontinued, incompatible, delayed, or unsuitable once the work is opened up.
• 9.4.6If the system is too corroded, seized, deteriorated, obstructed, or inaccessible to complete the repair as quoted.
• 9.4.7If the work is temporary, reduced-scope, staged, or limited at your request.
• 9.4.8For drain cleaning, unclogging, recurrence of blockage, or other work expressly excluded from No Fix, No Fee under these Terms.
• 9.4.9If the issue is symptom-based or requires staged diagnosis, testing, or multiple corrective steps, for example water hammer, pressure fluctuation, noise, vibration, or intermittent issues.
• 9.4.10If the work involves identifying, isolating, reducing, or improving a symptom rather than completing a single defined repair.

In simple terms: No Fix, No Fee is not a blanket guarantee over every job. It is a labour-only protection on certain clearly defined quoted repairs. The call-out fee, Diagnostic Work, Travel Time, materials, parts, and other authorised work remain separate.

10. Scope of Work, Professional Judgment and Symptom-Based Issues

10.1Only the work specifically described in an approved quote, estimate, written scope of work, invoice, or written approval forms part of our contractual responsibility.

• 10.2Any verbal comments, preliminary opinions, or recommendations given during a visit are based on the conditions visible and accessible at that time unless we state otherwise in writing.
• 10.3Some issues, including noise, vibration, water hammer, pressure fluctuation, temperature inconsistency, intermittent leakage, odour, poor flow, poor performance, or recurring symptoms, may not have one isolated visible fault at the time of inspection.
• 10.4Where that happens, we may recommend logical corrective work based on professional judgment, observed conditions, system age, likely causes, safety, access, and the information reasonably available at the time.
• 10.5Completed authorised work remains payable even if symptoms later change, persist, or return, unless the issue is proven to be defective workmanship in the specific work we performed.
• 10.6If we recommend further Diagnostic Work, access work, testing, monitoring, repair, replacement, or follow-up action and you decline or delay that recommendation, we are not responsible for worsening conditions, continuing symptoms, concealed defects, or resulting damage arising from that decision, except where caused by proven negligence.
• 10.7Temporary, staged, partial, or reduced-scope work is limited to the work actually authorised and performed. It is not a guarantee that the entire plumbing system or all related symptoms have been corrected.

11. Existing Plumbing, Hidden Conditions and Pre-existing Defects

11.1Plumbing work often involves older systems, hidden conditions, limited access, corrosion, mineral build-up, brittle materials, undocumented prior work, discontinued parts, unsafe installation practices, or components that cannot be verified before work begins or without authorised Diagnostic Work.

11.2 Pre-existing conditions

• 11.2.1We are not responsible for defects, deterioration, unsafe installation, hidden damage, contamination, or system weaknesses that existed before we attended.
• 11.2.2If an older or compromised component fails during normal authorised service, Diagnostic Work, testing, isolation, removal, adjustment, or operation, that is treated as a pre-existing condition unless caused by proven negligence.
• 11.2.3Servicing older plumbing may require reasonable force. We cannot guarantee that corroded, seized, brittle, scaled, worn, or age-affected parts will survive removal, adjustment, isolation, operation, or repair attempts.

11.3 Parts and serviceability limits

• 11.3.1Internal service parts may be discontinued, unavailable, incompatible, region-specific, revised by the manufacturer, incorrectly installed by others, undocumented, or only identifiable after disassembly.
• 11.3.2Time spent identifying, researching, confirming, or attempting to source uncertain parts may form part of Diagnostic Work.
• 11.3.3Return visits required because of parts identification, sourcing, lead times, staged repair work, manufacturer process, or part availability may incur additional call-out fees and labour unless otherwise quoted in writing.

11.4 Hidden and later-discovered conditions

• 11.4.1We are not responsible for concealed defects, hidden failures, non-visible damage, or later-discovered conditions that were not visible, accessible, or reasonably verifiable at the time of the visit.
• 11.4.2The discovery of hidden defects, failed prior work, unsafe installations, or incompatible parts may change the required scope, timing, and pricing.

Important: older plumbing systems can contain hidden weaknesses, discontinued parts, unavailable parts, or multiple contributing factors. That does not by itself indicate misdiagnosis or faulty workmanship.

12. Access, Destructive Access, Finish Restoration and Site Conditions

12.1 Access requirements

• 12.1.1You must provide safe and reasonable access to all relevant work areas, fixtures, shut-offs, cleanouts, drains, mechanical rooms, crawlspaces, panels, appliances, parking areas, and building access points.
• 12.1.2Time spent clearing access, moving obstructions, waiting for access, coordinating access, or making access possible may be chargeable.
• 12.1.3If access is unsafe, materially restricted, unavailable, or different from what was represented, we may pause, reschedule, revise pricing, or refuse work.

12.2 Destructive access and finish damage

• 12.2.1We may need to open walls, ceilings, floors, cabinetry, tile, or other finishes to reach plumbing.
• 12.2.2Any opening is functional, not cosmetic.
• 12.2.3Drywall, tile, painting, waterproofing, flooring, cabinetry, countertops, stone, trim, and finish restoration are not included unless specifically quoted in writing.
• 12.2.4We do not guarantee non-damage to brittle, tiled, stone, sealed, painted, corroded, aged, decorative, or concealed finished surfaces where access, removal, or repair is required.

12.3 Concealment after our work

• 12.3.1If plumbing is later concealed without suitable access, future inspection, servicing, or warranty response may require destructive access at your cost.
• 12.3.2Our warranty applies only where our work remains reasonably and safely accessible for inspection and remedy.

12.4 Construction, renovation and rough-in limits

• 12.4.1If we are engaged only for rough-in or a limited stage of work, our responsibility is limited to that stage unless later testing, commissioning, finishing, and sign-off are separately engaged in writing.
• 12.4.2If plumbing is concealed before we are able to test, inspect, or verify it, responsibility for concealed conditions shifts to the party directing that sequence, except where caused by proven negligence.

12.5 Building access, strata rules, parking and external costs

• 12.5.1You are responsible for arranging building access, gate access, concierge access, elevator access, mechanical room access, service room access, parking access, and any required strata, property manager, landlord, or building approval.
• 12.5.2Paid parking, tolls, special access charges, permit parking, ferry charges, access fees, building fees, and similar external costs are chargeable unless agreed otherwise.

13. Work Area Safety, Slip Risk, Curing and Safe Use

13.1 Surface conditions and slip risk

13.1.1During plumbing work, surfaces may come into contact with materials including, but not limited to, water, silicone, sealants, lubricants, cleaning agents, pipe residue, dust, debris, and packaging. These materials may temporarily reduce surface traction and create a slip hazard, particularly on smooth or finished flooring.

13.1.2We will take reasonable care to clean affected areas and reduce such hazards; however, some residue may not be immediately visible and surfaces may remain temporarily slippery until fully cleaned and dried.

13.1.3You must exercise reasonable caution when accessing or using any area where work has been performed and must follow any verbal or written safety guidance provided at the time of service.

13.2 Temporary work area hazards

• 13.2.1Tools, equipment, materials, hoses, cords, open fixtures, exposed plumbing, wet areas, and partially completed work areas may be present and may create temporary hazards including trip hazards, slip risks, restricted access, or unsafe areas.
• 13.2.2We will take reasonable care to manage and minimise such hazards; however, active work areas may not be hazard-free while work is in progress or immediately after completion.
• 13.2.3You must keep a safe distance from active work areas and follow any safety guidance provided.
• 13.2.4You are responsible for ensuring that occupants, children, guests, pets, tenants, workers, or other third parties are kept clear of the work area during and immediately after the work.

13.3 Drying, curing and safe use

• 13.3.1Certain materials used during plumbing work, including sealants, adhesives, caulking, gaskets, putty, pipe dope, and installed connections, may require time to properly cure, set, dry, or stabilise.
• 13.3.2During this period, fixtures, surfaces, or surrounding areas may not be safe or suitable for normal use.
• 13.3.3We will advise where curing or settling time applies; however, you are responsible for ensuring affected fixtures and areas are not used until they are fully set and safe.
• 13.3.4We are not liable for damage, failure, or injury resulting from use of fixtures, surfaces, or affected areas before advised curing, drying, or setting time has elapsed, except where caused by proven negligence.

Important: active work areas may contain temporary hazards and should be avoided unless advised otherwise.

14. Water Shut-off, Isolation and Municipal Valve Risk

14.1 Water shut-off and service interruption

• 14.1.1Authorised plumbing work may require shutting off water to a fixture, part of the home, or the whole property.
• 14.1.2If an existing shut-off valve, isolation valve, or control point fails, leaks, seizes, or cannot be relied upon, broader isolation may be necessary, including whole-home shut-off.
• 14.1.3Temporary loss of water service due to authorised plumbing work, system condition, or failure of existing valves is not a workmanship defect.
• 14.1.4Restoration of water service may depend on the condition of existing valves, the availability of replacement parts, municipal infrastructure, and any additional authorised work required to make the system safe.

14.2 Street or curb shut-off valves

14.2.1In some situations, isolating the water supply may require operation of a municipal street shut-off valve, curb stop, or related municipal control point. These components are owned, controlled, and maintained by the local authority, and their condition cannot be verified or guaranteed by us before operation.

• 14.2.2Municipal attendance may be recommended. Before operating a municipal street shut-off valve or curb stop, we may offer or recommend that the homeowner contact the municipality or local authority to attend and operate the valve.
• 14.2.3Homeowner choice. If the homeowner declines municipal attendance and instructs Blue Monkey Plumbing Ltd to operate the street shut-off valve or curb stop, the homeowner authorises that work and accepts the associated risk.
• 14.2.4No responsibility for municipal infrastructure failure or related charges. If the street shut-off valve, curb stop, valve box, service connection, or related municipal infrastructure fails, leaks, breaks, seizes, or requires repair, replacement, excavation, municipal attendance, or other corrective work, any resulting charges, invoices, fees, repair costs, municipal costs, or related expenses are the sole responsibility of the homeowner, except where caused by proven negligence.
• 14.2.5Municipal infrastructure is outside our control. Blue Monkey Plumbing Ltd is not responsible for the condition, operability, failure, repair, or replacement of municipal infrastructure, or for any charges imposed by the municipality or local authority arising from operation of a street shut-off valve or curb stop at the homeowner’s request, except where caused by proven negligence.

Important: where municipal isolation is available, the homeowner may choose to have the municipality operate the valve. If the homeowner declines that option and instructs us to proceed, the homeowner accepts the risk of that municipal infrastructure failing, except where caused by proven negligence.

15. Clear Water, Wastewater and Sewage Release

15.1 Clear water release

• 15.1.1Release of clean supply water is a normal and sometimes unavoidable part of plumbing work.
• 15.1.2We take reasonable care to manage and contain water release, but you are responsible for moving or protecting sensitive nearby items, finishes, contents, electronics, documents, flooring, cabinetry, and valuables unless otherwise agreed in writing.
• 15.1.3Where surrounding contents, storage, finishes, cabinetry, or personal items remain in the work area, you accept the normal risk of incidental exposure to clear water that may occur during properly authorised plumbing work, except where caused by proven negligence.

15.2 Wastewater or sewage release

• 15.2.1Drain cleaning, opening traps, removing toilets, opening cleanouts, disconnecting drainage, or opening drainage systems may release wastewater or sewage.
• 15.2.2Wastewater or sewage release is a known risk of authorised drain and drainage work, particularly where blockages, backups, filled pipework, faulty drainage, or hidden conditions are present.
• 15.2.3Except in cases of proven negligence, we are not responsible for cleanup, drying, contamination response, staining, odour response, remediation, or restoration arising from wastewater or sewage release during properly authorised drain or drainage work.

Important: plumbing and drainage work can involve water release even when reasonable care is taken. Sensitive nearby contents should be moved or protected before work begins.

16. Drain Cleaning, Sewer Work and Camera Inspection

16.1 Drain cleaning scope and no-warranty rule

• 16.1.1Drain cleaning restores or improves flow but does not restore pipe condition to new.
• 16.1.2There is no warranty on drain cleaning, unclogging, root removal, or recurrence of blockages.
• 16.1.3A future blockage in the same line is treated as a new service issue and a new chargeable visit.

16.2 Hidden pipe defects

• 16.2.1Drain cleaning may expose hidden defects such as corrosion, root intrusion, separation, offsets, cracks, collapsed sections, bellies, poor grade, poor previous installation, or foreign objects that were not visible before work began.
• 16.2.2If an older or compromised drain line leaks, separates, cracks, breaks, collapses, or otherwise fails during properly authorised drain cleaning, that is treated as a pre-existing condition unless caused by proven negligence.

16.3 Drain equipment risk

• 16.3.1Drain snakes, augers, cables, cutters, jetting equipment, and similar equipment apply force inside the pipe.
• 16.3.2If drain cleaning equipment becomes stuck due to the condition of the pipe, roots, collapse, offsets, foreign objects, misalignment, or other hidden defects, any access, retrieval, repair, replacement, or making-safe work required is separately chargeable.
• 16.3.3We cannot guarantee non-destructive drain clearing in older or compromised systems.

16.4 Camera inspection

• 16.4.1Drain or sewer camera inspection is a separate diagnostic service unless specifically included in writing.
• 16.4.2Drain cleaning clears or improves flow but does not include internal visual confirmation of the pipe unless a camera inspection is separately authorised.
• 16.4.3If a camera inspection is declined, you accept that the internal condition of the pipe has not been visually confirmed.

In simple terms: drain cleaning clears blockages but does not guarantee the internal condition of the line. A flowing drain is not the same as a fully verified drain.

17. Appliances, Gas, HVAC, Electrical and Scope Limits

17.1We are plumbers. Our role is limited to plumbing connections, drainage, water supply, and related plumbing work unless expressly agreed otherwise in writing.

17.2 What we do

• 17.2.1Install or replace supply lines, shut-off valves, traps, standpipes, drain connections, and plumbing connection points.
• 17.2.2Address leaks at plumbing connection points.
• 17.2.3Test plumbing connections for leakage after installation or repair where practical.

17.3 What we do not do

• 17.3.1Diagnose or repair appliance electronics, pumps, motors, control boards, software, sensors, displays, or internal components.
• 17.3.2Interpret error codes or troubleshoot appliance operation beyond plumbing connection issues.
• 17.3.3Perform gas fitting, HVAC, refrigeration, electrical, low-voltage control, appliance repair, cabinetry, flooring, countertop, or finish trade work unless specifically agreed and lawfully within our scope.

17.4Any appliance functionality beyond watertight plumbing connection is outside our scope.

17.5If an appliance, fixture, or system is moved, disconnected, reconnected, or tested only for plumbing purposes, that does not mean we have inspected or warranted the appliance’s internal operation or non-plumbing functions.

18. Hazardous Materials and Contamination Limits

• 18.1We do not test for, identify, remove, remediate, or certify asbestos, mould, lead, biohazards, contaminated materials, hazardous materials, air quality issues, or environmental contamination.
• 18.2If suspected hazardous materials, contamination, unsafe air, mould, asbestos, lead, sewage contamination, or other unsafe conditions are encountered, we may pause or refuse work until specialist assessment, remediation, or clearance is arranged.
• 18.3You are responsible for arranging and paying for any specialist testing, remediation, disposal, clearance, environmental work, or restoration unless we expressly agree otherwise in writing.
• 18.4Our decision to pause or refuse work because of a suspected hazardous or unsafe condition does not waive the call-out fee or any authorised work already carried out.

19. Materials, Supplied Parts, Client-Supplied Items and Product Quality

19.1 Supplied products

• 19.1.1Parts, materials, fixtures, and equipment supplied by us include sourcing, procurement, handling, compatibility checking, supplier coordination, and warranty administration where applicable.
• 19.1.2We normally source through professional suppliers and trade distributors.
• 19.1.3Retail or online versions of apparently similar products may differ internally and may not offer the same durability, warranty process, serviceability, or compatibility.
• 19.1.4Where we provide a fixed quote for a supply-and-install service, for example a toilet, faucet, valve, garburator, or fixture replacement, all normal sourcing and supplier travel required to complete that quoted work is included in the quoted price unless stated otherwise.

19.2 Client-supplied products

• 19.2.1Client-supplied fixtures, fittings, equipment, appliances, or materials are installed at the client’s risk.
• 19.2.2We do not warranty client-supplied items.
• 19.2.3Our quoted installation price assumes the client-supplied item is complete, correct, undamaged, suitable for standard connection, and compatible with the existing system.
• 19.2.4If a client-supplied item is incorrect, incomplete, incompatible, defective, non-standard, previously damaged, missing parts, or later fails, all additional labour, Diagnostic Work, Travel Time, sourcing time, materials, and return visits required are chargeable.
• 19.2.5If we are asked to source missing parts, special fittings, hoses, adapters, or a replacement fixture on the client’s behalf, additional charges may apply.

19.3 Special orders, non-returnable items and deposits

• 19.3.1Special-order, custom, opened, installed, modified, used, or non-returnable parts and fixtures are chargeable once ordered, supplied, opened, modified, or installed.
• 19.3.2Deposits may be required for larger supplied items, special-order items, unusual materials, or scheduled work requiring significant parts commitment.
• 19.3.3Deposits and special-order charges may be non-refundable to the extent the parts, materials, supplier charges, restocking fees, administration, or committed costs are not reasonably avoidable, subject to any non-excludable consumer rights.

19.4 Parts sourcing limits

• 19.4.1Some parts may be discontinued, unavailable, backordered, region-specific, revised by the manufacturer, uncertain until dismantled and physically inspected, or available only through manufacturer or supplier warranty processes.
• 19.4.2Large-ticket supplied items such as water heaters, faucets, and garburators may later fall under the manufacturer or supplier warranty process rather than direct replacement through us.
• 19.4.3Supplier stock levels, lead times, freight, manufacturer decisions, warranty claim decisions, and discontinued product availability are outside our control.

20. Warranty and What Is Not Covered

20.1 Our workmanship warranty

• 20.1.1Our workmanship warranty is 12 months on the specific labour charged and paid for on the invoice.
• 20.1.2This warranty applies only to the specific work completed by us, not to the whole plumbing system, surrounding fixtures, unrelated components, pre-existing conditions, or later work by others.

20.2 Our supplied parts warranty

• 20.2.1Our warranty on supplied parts and materials is 12 months where those parts and materials were supplied and installed by us, subject to these Terms.
• 20.2.2This warranty applies only to the specific supplied parts and materials included in the authorised work, not to the entire plumbing system or to unrelated components.

20.3 Manufacturer warranty takes precedence for supplied fixtures or equipment

• 20.3.1Some supplied fixtures or equipment, including items such as water heaters, faucets, garburators, and other branded products, are handled through the manufacturer or supplier warranty process where the issue is determined to be a product failure rather than a workmanship issue.
• 20.3.2Where a manufacturer or supplier warranty applies, that warranty process takes precedence over our own parts warranty.
• 20.3.3That process may require product registration, proof of purchase, model or serial number verification, inspection, troubleshooting, return of the failed item, supplier claim submission, manufacturer approval, or a separate claim process.
• 20.3.4Manufacturer or supplier approval, claim acceptance, replacement product supply, freight, lead times, registration requirements, and final warranty outcomes are outside our control.
• 20.3.5Blue Monkey Plumbing Ltd is not responsible for paying for, gifting, or automatically replacing a fixture or equipment item where the issue is determined to be a manufacturer defect, product failure, or other manufacturer or supplier warranty matter.
• 20.3.6Where a manufacturer or supplier provides a replacement item under warranty, any labour, travel, re-attendance, diagnosis beyond initial confirmation, removal, reinstall, modification, upgrade work, or related materials may still be chargeable unless expressly covered in writing.

20.4 What is not covered

• 20.4.1Drain cleaning, unclogging, root removal, and recurrence of blockages carry no warranty.
• 20.4.2Client-supplied parts, fixtures, equipment, appliances, or materials are not covered by our warranty.
• 20.4.3Warranty does not cover misuse, neglect, freezing, abuse, improper use, lack of maintenance, third-party interference, unrelated failures, hidden system defects, water quality issues, pressure issues, scale, corrosion, age-related deterioration, or pre-existing conditions.
• 20.4.4Warranty does not guarantee elimination of whole-system symptoms such as pressure fluctuation, noise, vibration, intermittent performance, temperature inconsistency, or other symptom-based issues outside the specific repair performed.
• 20.4.5Warranty may be limited or void where our work is altered, concealed, misused, damaged, removed, adjusted, serviced, or interfered with by others without our written approval.

20.5 Access and remedy

• 20.5.1Warranty support requires safe and reasonable access to inspect our work.
• 20.5.2If a valid workmanship issue is confirmed within the warranty period, our remedy is to return and correct the specific workmanship issue.
• 20.5.3We do not reimburse third-party diagnostic or repair costs unless we approved them in writing in advance, except where immediate emergency action was reasonably necessary to stop active flooding or address an unsafe condition.

20.6 Warranty response timing

• 20.6.1Our warranty does not guarantee emergency or after-hours response.
• 20.6.2Any warranty visit will be scheduled within a reasonable timeframe during normal business operations.
• 20.6.3If another contractor is called during our closure, we are not responsible for that contractor’s costs or work unless approved by us in writing beforehand, except where immediate emergency action was reasonably necessary to stop active flooding or address an unsafe condition.

Important: our warranty applies only to the specific paid work we performed and qualifying supplied parts and materials we installed. Where a manufacturer or supplier warranty applies, that process takes precedence.

21. Payment, GST, Card Fees, Cancellations, Chargebacks and Collection

21.1 Payment rules

• 21.1.1Payment is due in full immediately upon completion of authorised work and presentation of the invoice.
• 21.1.2All prices are in Canadian dollars and subject to GST unless clearly stated otherwise.
• 21.1.3All quoted prices are in addition to the call-out fee unless clearly stated otherwise.
• 21.1.4Invoices unpaid after 30 days may incur interest at 2% per month, calculated monthly, where permitted by law.
• 21.1.5If a credit card surcharge applies, it will be charged only where permitted, will comply with applicable card-network rules and legal requirements, and will be clearly disclosed before payment is processed and shown on the receipt.
• 21.1.6Any questions or concerns about an invoice must be raised in writing as soon as reasonably possible, and preferably within 7 days of the invoice date, so that the matter can be reviewed promptly.

21.2 Who is responsible for payment

• 21.2.1The person who books the appointment or authorises the work is responsible for payment unless we agree otherwise in writing before the visit.
• 21.2.2We do not bill or wait for payment from landlords, owners, strata, insurers, property managers, family members, employers, tenants, or other third parties unless we expressly agree in writing before work begins.
• 21.2.3If you are a tenant, occupant, agent, representative, property manager, strata representative, family member, employee, or acting for another party, you must obtain any required approval before authorising work.
• 21.2.4Once pricing or an estimate is approved and work proceeds based on that approval, that approval is binding.
• 21.2.5A landlord, owner, strata, insurer, property manager, family member, employer, tenant, or other third party refusing to reimburse the authorising person does not create a right to withhold payment, reverse payment, or request a refund from Blue Monkey Plumbing Ltd.
• 21.2.6A later statement that another contractor would have been cheaper, available, preferred, or selected by a landlord or owner does not affect the validity of authorised pricing or completed work.

21.3 Chargebacks, payment reversals and payment disputes

• 21.3.1If you believe an invoice or payment is incorrect, you should contact us in writing promptly so the issue can be reviewed.
• 21.3.2A chargeback, payment reversal, public complaint, review threat, platform complaint, or reimbursement dispute does not create a refund entitlement where authorised work was completed at a disclosed and approved price.
• 21.3.3Where a chargeback or payment reversal is filed after authorised work was completed, we may provide the approval record, invoice, job notes, photos, communications, and other relevant records to the payment processor, card issuer, platform, insurer, collection agency, or legal adviser as reasonably necessary to respond.
• 21.3.4You remain responsible for any undisputed amount and for any amount determined to be properly payable.

21.4 Cancellations and missed appointments

• 21.4.1A minimum of 24 hours notice is required to cancel or reschedule an appointment.
• 21.4.2Late cancellations, same-day cancellations, missed appointments, inaccessible properties, locked-out visits, or appointments where no authorised person is available may be charged the full call-out fee.

21.5 Collection and enforcement

• 21.5.1If an invoice remains unpaid, we may take reasonable steps to collect the debt, including reminders, payment follow-up, referral to a collection agency, or legal action where appropriate.
• 21.5.2You may be responsible for reasonable collection costs, filing fees, returned payment fees, chargeback fees, and legal costs where permitted by law, court order, or applicable rules.

Important: if you are unsure whether you want to proceed, do not authorise the work until you have made that decision. Payment and approval disputes between tenants, landlords, owners, insurers, strata councils, property managers, or other third parties do not reduce the amount owed to Blue Monkey Plumbing Ltd for authorised work.

22. Blue Monkey Bucks

22.1Blue Monkey Bucks was our goodwill rewards program for eligible residential clients.

• 22.2The Blue Monkey Bucks program ended on March 1, 2026.
• 22.3A qualifying completed and fully paid priced job invoiced before March 1, 2026 earned a $50 credit toward a future invoice.
• 22.4Call-out-only visits and Diagnostic-Work-only visits did not earn rewards.
• 22.5No new Blue Monkey Bucks are earned on visits invoiced on or after March 1, 2026.
• 22.6One redemption per visit.
• 22.7Credits have no cash value and are not redeemable for cash.
• 22.8Credits are linked to the customer account and service address and are not transferable.
• 22.9Credits are valid for 12 months from the invoice date of the qualifying job.
• 22.10Any Blue Monkey Bucks earned before March 1, 2026 remain valid under the original program terms until used or expired, unless the related invoice is refunded, cancelled, or reversed.

23. Claims, Insurance and Opportunity to Inspect

23.1If you believe our workmanship is defective or that loss has occurred due to our negligence, you must give us a reasonable opportunity to inspect and respond before non-emergency third-party repairs are carried out.

23.2 Required process

• 23.2.1Notify us as soon as reasonably possible and provide clear details of the concern, including photos or video where reasonably available.
• 23.2.2Provide reasonable access for inspection, documentation, and assessment.
• 23.2.3Preserve the condition of affected components where reasonably possible.
• 23.2.4Take reasonable steps to mitigate further damage, but do not authorise permanent third-party repairs without our written consent unless immediate emergency action is reasonably necessary to stop active flooding or address an unsafe condition.
• 23.2.5Where emergency work is unavoidable, retain removed parts where reasonably possible and document conditions with photos or video before and after the emergency action.

23.3 Insurance and claim rules

• 23.3.1We carry commercial general liability insurance appropriate to our business, but insurance coverage does not determine liability and remains subject to insurer terms, limits, exclusions, and decisions.
• 23.3.2Attendance to inspect, document, or make safe does not amount to an admission of liability.
• 23.3.3We do not reimburse third-party diagnostic, repair, remediation, or restoration costs unless approved by us in writing in advance, except where immediate emergency action was reasonably necessary to stop active flooding or address an unsafe condition.
• 23.3.4If another contractor is engaged before we are given a reasonable opportunity to inspect and respond, responsibility for that contractor’s non-emergency costs may rest with the party who authorised them.

Important: the strongest way to resolve a concern fairly is to notify us promptly, preserve evidence where reasonably possible, and give us a reasonable opportunity to inspect before non-emergency third-party work is carried out.

24. Reviews, Complaints and Public Statements

• 24.1Nothing in these Terms prevents any person from making an honest review, complaint, or statement about their genuine experience.
• 24.2Where a price, quote, or estimate was disclosed and approved before work began, the work must not be falsely or misleadingly described as unauthorised, undisclosed, overcharged, fraudulent, or subject to a refund simply because a landlord, owner, strata, insurer, property manager, family member, tenant, or other third party later disagreed with the price or preferred a different contractor.
• 24.3Public reviews, complaint threats, social media posts, platform complaints, chargebacks, or reimbursement disputes do not create a refund entitlement where authorised work was completed at a disclosed and approved price.
• 24.4If a review, complaint, chargeback, or public statement is false, misleading, malicious, or defamatory, we may respond publicly, provide records to the relevant platform or payment provider, request correction or removal, and reserve all legal rights.

Important: honest reviews are not restricted. False or misleading statements about disclosed pricing, approval, authority, refund entitlement, or completed authorised work may be addressed using the records available.

25. Privacy, Photos, Records and Communications

• 25.1We may collect, use, and retain photos, video, notes, measurements, contact details, property access details, job history, approval records, invoice records, payment records, and related service records for reasonable business purposes connected to the services requested.
• 25.2Those purposes may include quoting, scheduling, attending the property, carrying out the work, confirming site conditions, identifying parts, ordering materials, invoicing, payment processing, warranty administration, quality control, insurance, claim handling, legal recordkeeping, platform responses, chargeback responses, and collection where required.
• 25.3By booking with us or providing contact details, you consent to operational contact by phone, SMS, email, voicemail, or other reasonable communication methods for service-related purposes such as scheduling, arrival updates, approvals, invoicing, warranty follow-up, and claim handling.
• 25.4We do not require consent to collection, use, or disclosure of personal information beyond what is reasonably necessary to provide the requested services and operate our business lawfully.
• 25.5We may disclose relevant records to suppliers, manufacturers, insurers, payment processors, card issuers, review platforms, collection agencies, professional advisers, or legal authorities where reasonably necessary for the purposes described in these Terms or as permitted or required by law.
• 25.6We may use non-identifying project photos for internal training, quality control, supplier discussions, or business records. We will not intentionally publish identifying personal information, private personal contents, or a clearly identifiable person for marketing purposes without appropriate consent.
• 25.7Questions about service records or privacy-related matters may be sent to support@bluemonkeyplumbing.ca.

26. General Legal Terms, Liability and Governing Law

26.1 General legal terms

• 26.1.1These Terms may be updated from time to time. The version in effect when you book or approve work applies to that job unless we agree otherwise in writing.
• 26.1.2We may correct clerical, typographical, calculation, formatting, or administrative errors in quotes, estimates, invoices, or documents.
• 26.1.3Delays caused by weather, supply chain issues, supplier availability, illness, labour shortages, strikes, road conditions, traffic, emergency calls, municipal requirements, permitting, or other matters beyond our reasonable control do not make us liable for resulting delay.
• 26.1.4If any provision of these Terms is unenforceable, the remaining provisions continue to apply.
• 26.1.5Nothing in these Terms limits any non-excludable rights under applicable law.
• 26.1.6Where a mandatory consumer cancellation, disclosure, warranty, refund, dispute, privacy, or other statutory requirement applies, these Terms are read subject to that requirement.

26.2 Permits and inspections

• 26.2.1Where permits or inspections are required, responsibility for arranging them will be set out in the written scope where applicable.
• 26.2.2A passed inspection confirms compliance at the time of that inspection only, based on what was visible and inspected.
• 26.2.3Permit fees, inspection fees, engineering fees, municipal fees, strata fees, and related third-party fees are chargeable unless expressly included in the quoted price.

26.3 Limitation of liability

26.3.1To the maximum extent permitted by law, Blue Monkey Plumbing Ltd is not liable for indirect, incidental, special, punitive, or consequential loss, including but not limited to property transaction loss, accommodation costs, inconvenience, loss of use, commercial loss, lost opportunity, lost rent, lost income, delay-related secondary loss, or third-party reimbursement disputes.

26.3.2Blue Monkey Plumbing Ltd is only responsible for direct loss or damage proven to have been caused by its negligence in the specific authorised work carried out.

26.3.3To the maximum extent permitted by law, our total liability arising from a specific visit, authorised scope of work, or service provided shall be limited to the total amount actually paid to Blue Monkey Plumbing Ltd for that specific visit or scope of work.

26.3.4We are not liable for damage, loss, or failure arising from pre-existing conditions, hidden defects, system-wide issues, normal system response, unauthorised third-party work, or work declined by the client, except to the extent caused by proven negligence.

26.3.5Nothing in this section excludes or limits liability where such exclusion or limitation is not permitted under applicable law.

26.4 Governing law

26.4.1These Terms and all services provided by Blue Monkey Plumbing Ltd are governed by the laws of British Columbia and the applicable federal laws of Canada.

26.5 Trademarks

26.5.1Blue Monkey Plumbing™ and the Blue Monkey Head Design™ are trademarks of Blue Monkey Plumbing Ltd.

27. Contact Details

27.1Blue Monkey Plumbing Ltd
6336 Argyle Avenue
West Vancouver, BC V7W 2E6
Phone: +1 (604) 848-4013
Email: support@bluemonkeyplumbing.ca
Website: bluemonkeyplumbing.ca