Blue Monkey Plumbing
Blue Monkey Plumbing
Blue Monkey Plumbing Ltd.
Last updated: 30 September 2026.
These terms explain booking, pricing, approval, service limits and what happens if something goes wrong.
All terms are expanded below. Use your browser’s Print command to print or save a copy as PDF.
These terms apply to residential plumbing services supplied by Blue Monkey Plumbing Ltd. “We” and “us” mean Blue Monkey Plumbing Ltd. “You” means the customer identified in the booking or work authorisation, including someone acting through an authorised representative.
Your agreement consists of the accepted booking details, these terms, the approved scope and price, any required consumer notices, and changes agreed for your job. We give you an opportunity to review the applicable documents before you agree and provide the required contract copy.
A job-specific term clearly agreed before the affected work takes priority over a general term on the same subject. It cannot remove rights that the law does not allow us to exclude. An invoice records what was supplied and charged; a limitation first added afterwards cannot reduce an earlier promise.
Your rights under applicable consumer-protection and sale-of-goods laws remain in place, including any cancellation, refund, repair or other remedy available by law. Our commercial guarantees add to those rights. If a term conflicts with a mandatory legal requirement, that requirement takes priority.
The rights and notices that apply can depend on how and where your agreement is made. We supply the required information and notices for your agreement; the general cancellation policy in section 12 does not replace them.
The terms supplied and accepted for your booking govern that booking. A website update does not change an existing agreement. If separately approved additional work requires different terms, we explain and supply those changes before you agree. The workmanship guarantee's applicable start-date rules are in section 11.
We serve West Vancouver, North Vancouver, Lions Bay and surrounding North Shore neighbourhoods, subject to availability. Regular business hours are Monday to Friday, 7:00 a.m. to 4:00 p.m., excluding statutory holidays.
After-hours emergency appointments are subject to availability. Please call to check. We must confirm the appointment and applicable pricing; an online request or message alone does not confirm attendance. We do not promise continuous or immediate emergency response.
Arrival windows are estimates unless we expressly agree otherwise. Earlier jobs, traffic, urgent calls, weather or parts availability can affect timing. We will give you reasonable notice of a material change and discuss rescheduling. You do not pay a cancellation charge because we cancel or because you cannot accept a materially changed appointment we propose.
A delay caused by circumstances beyond our reasonable control is not, by itself, a breach by us. Responsibility for any resulting loss remains subject to section 14 and applicable law.
Before booking, identify the customer responsible for the agreement and tell us whether you act for an owner, tenant, strata, company or another person. We may ask for confirmation of your authority. Someone providing access is not automatically authorised to approve work or personally responsible for the invoice.
Arrange for the customer or an authorised decision-maker to be available. Obtain any necessary owner, strata, insurer or other approval before authorising work. If you need another quote or a third party's approval, tell us before proceeding.
The identified customer remains responsible for authorised charges even if a separate reimbursement arrangement fails, subject to applicable legal rights. We do not agree to wait for an insurer or another third party to pay unless we expressly accept that arrangement.
Approval is not conditional on later approval or reimbursement by someone else unless we expressly agree before work starts. A later preference for another contractor or a cheaper quote does not, by itself, undo properly authorised work. This does not restrict a valid complaint about the service, price disclosure or other legal rights.
| Appointment | Call-out fee, excluding GST |
|---|---|
| Regular business hours | $99 per visit |
| Confirmed after-hours appointment | $255 per visit, replacing the $99 fee |
We confirm which fee applies before attendance. The call-out becomes payable when we attend as agreed, including when you decide not to approve further work. Statutory cancellation and refund rights still apply.
The fee is separate from repair, investigation and other approved charges. It is not deducted from them unless your quote expressly says so.
The call-out fee covers administration, travel to the property and the plumber arriving with a stocked service van. It does not include assessment, diagnosis, investigation, testing or repairs. We explain the proposed work and its price and obtain your approval before starting. Explaining the proposed work and price does not itself create an additional charge.
Technical testing, tools, cameras, meters, dismantling, specialist or restricted access, opening finishes, research, repairs, installations, parts and supplier trips are not included in the call-out fee. If one of these is needed, section 4 applies.
A new attendance may carry another call-out fee as explained in section 5. There is no call-out charge for correcting a covered workmanship defect under section 11.
We describe the proposed work, explain its price or pricing method, identify relevant exclusions and obtain approval before proceeding. You may approve verbally where permitted by law. We provide written or electronic contract documentation and obtain signatures before proceeding wherever the law requires them. Granting access, remaining silent or paying an invoice later is not a substitute for prior work approval.
All prices are in Canadian dollars. Our fixed repair prices and estimated repair ranges include all parts, materials and labour needed for the described scope. We never charge hourly rates. We separately identify the attendance fee and applicable GST so you can understand the total before agreeing; if either is already included in the stated total, we make that clear and do not add it again.
A fixed quote covers the described scope, including its parts, materials and labour, at the agreed price. Time taken alone does not increase that price. Additional work or changed conditions require a separately approved change under section 5. An item needed to complete the unchanged agreed scope is not an extra merely because it was not listed individually.
Plumbing investigation means the checks we agree to carry out to find or narrow down the problem. We explain those checks, what is included and the fixed price or estimated range before you approve. The call-out, investigation and repairs are separate charges.
The agreed checks may include testing, taking fittings apart, thermal imaging, moisture detectors, leak tracing or parts identification. Equipment used for those checks is included in the agreed investigation price. Sewer camera inspections are priced separately. Roof, attic or crawlspace access and openings in walls, ceilings or other finishes are included only when expressly agreed and safe. Several openings or further stages may be needed; work outside the approved scope or spending limit requires fresh approval.
Investigation can identify or narrow a problem without conclusively finding every cause. Authorised investigation performed with reasonable care and skill remains chargeable if you decline a repair or the cause remains uncertain, subject to your rights if the service is defective or otherwise breaches the agreement. It is separate from repair pricing and is not credited towards a repair unless agreed.
Chargeable investigation can include online research, parts identification, reviewing diagrams and specifications, checking compatibility, and contacting manufacturers or suppliers. It does not require a physical supplier trip. Where this work is not already included in an approved price, we describe and price it as a fixed amount or estimated range for approval before proceeding. We do not charge hourly. Approved research properly carried out remains payable even if a suitable part is discontinued, unavailable or cannot be identified conclusively, or you decide not to proceed. Explaining the proposed work and price does not itself create an additional charge. Research already included in the repair price is not charged again.
Where access or the extent of the problem is uncertain, we may give an estimated price range instead of a fixed quote. For example, the work needed can depend on access to the pipe, the severity of a blockage or the extent of root intrusion.
Before you approve, we explain the work the range covers, what could affect the final price and whether the range includes the call-out and GST. The range includes parts, materials and labour for that work. The final price reflects the extent of the approved work required, such as access and blockage severity, on the basis explained before approval. It is not an hourly calculation, and the upper end is not automatically the price.
If we expect the work to exceed the upper end or require a different scope, we explain what has changed and obtain approval for a revised fixed price or range before carrying out that additional work. An estimated range is not permission for open-ended charges.
If we cannot reasonably price the whole repair yet, we may propose a defined investigation or access stage at a fixed price or estimated range. We explain that stage and its limits before you approve it. Once enough is known, we price the next step separately. Approval for investigation or access does not automatically authorise the repair that follows.
You may decline a proposed next step. Subject to applicable cancellation and refund rights, the call-out, authorised work already performed and authorised commitments properly incurred remain payable. We explain any immediate safety issue and what remains unresolved.
Descriptions and photographs may not reveal access problems or hidden conditions. We do not give binding repair quotes based on telephone descriptions, messages or photographs alone; we assess the repair on site and, where needed, after approved investigation. A preliminary indication is identified as such. This does not make a confirmed call-out fee, accepted fixed quote or other expressly agreed price non-binding. We honour applicable advertised prices and specific promises on the conditions stated when you agree.
Hidden defects, unsuitable parts, access restrictions or a request for different work can change what is needed. We explain the change, any available options, the price effect and likely timing before requesting approval. We pause additional work pending approval, subject to the immediate protective-action rule in section 7. We do not retrospectively increase an accepted price for work already performed.
Parts, materials and labour within the approved repair scope are included in its fixed price or estimated range. Normal sourcing and supplier travel already included in that price are not charged again. A separate trip to source, collect, exchange or check items outside that scope needs its own approved fixed price or estimated range before proceeding. A trip caused solely by our own avoidable ordering error is not charged to you.
If you ask us to purchase a specific item on your behalf outside the approved supply scope, we explain and price that additional service before proceeding. The same applies when a homeowner-supplied fixture is missing required components and you ask us to source them. We identify what the additional price includes, such as sourcing, supplier travel and the missing components, so included costs are not charged twice.
Online parts research is dealt with under section 4.3; a supplier trip is not a prerequisite for that charge. We explain what is included if research and collection are priced together.
If required parts are not immediately available and must be ordered, a separate return attendance carries another call-out fee unless that attendance was expressly included in the agreed price. This also applies when missing components for a homeowner-supplied fixture must be ordered and we return to complete installation, whether a week later or at another agreed time.
We disclose the additional attendance fee when the need for a return becomes known and obtain approval before arranging that visit. For a return during regular business hours, the fee is $99 + GST; a separately confirmed after-hours return is $255 + GST instead. Repair labour, parts or materials already included in the approved scope are not charged again merely because completion requires that return. Any genuinely additional work needs separate approval.
Leaving to collect parts and returning during the same continuing attendance does not, by itself, create another call-out fee. An approved supplier-trip charge may still apply. Covered workmanship correction has no additional call-out fee.
Please arrange safe access to the work area, relevant shut-offs, fixtures and building entry points. Keep children, pets and other occupants clear. Tell us about known hazards and building restrictions. Waiting, clearing access or other extra work is charged only on a basis disclosed and approved beforehand.
We may stop or decline unsafe, unlawful or professionally unacceptable work. We explain the reason and, where reasonably possible, leave the affected area safe. Responsibility for any charge depends on the approved work, cause of the interruption and applicable law.
We may also decline or stop work outside our trade or insurance scope, or where abusive behaviour makes it unreasonable to continue. Arrange necessary strata, concierge, elevator, mechanical-room and parking access. Known parking, toll, ferry, building-access or other external charges are disclosed before approval; unexpected additional charges require approval under section 5.
Corroded, seized, brittle, worn or previously damaged components may fail or become unserviceable during careful disassembly or operation. We use reasonable care and appropriate trade methods, but cannot promise that an existing compromised part will survive an authorised attempt to service it.
A failure is not automatically proof of defective workmanship, and it is not automatically your responsibility. We assess the cause. These terms do not exclude our responsibility for loss caused by our defective work, lack of reasonable care or other breach of our obligations. Necessary extra work follows section 5.
We obtain approval before opening walls, ceilings, floors, cabinetry or other finishes. Access openings are functional. Cosmetic repairs, painting, tiling, waterproofing and other finish restoration are excluded unless expressly included in the quote. This scope limit does not excuse damage caused by our failure to use reasonable care.
Brittle, aged, sealed, decorative, tiled or stone finishes may not survive necessary removal intact despite reasonable care. We explain identifiable access risks before proceeding; an approved opening is not a promise of damage-free removal or cosmetic reinstatement.
Normal later concealment of correctly completed plumbing does not itself cancel workmanship coverage. Tell us about proposed concealment where access is needed for testing or an agreed inspection. Any access or restoration costs associated with a later problem depend on the cause, agreed scope and applicable rights.
If we are engaged only for rough-in or another defined construction stage, later finishing, commissioning and final testing are included only if stated in the scope. Do not conceal the work before required testing or inspection. If someone directs premature concealment, resulting extra access or verification may be separately chargeable, to the extent not caused by our own breach. This does not excuse a required test or inspection within our agreed work.
Work can require isolating a fixture or shutting off water to the property. Existing valves may be unreliable, and restoring service may require separately approved repairs or municipal attendance.
We operate municipal equipment only where the relevant municipality permits us to do so and any required authorisation has been obtained. A customer's consent does not replace municipal authorisation. We explain known municipal coordination or charges before arranging them where possible.
Shutting off and restoring water can disturb existing sediment or reveal another weakness. Responsibility for any resulting problem depends on its cause; it is not automatically covered or automatically excluded.
Existing debris can obstruct aerators, cartridges, toilet fill valves, filters, appliance screens and other small passages after draining, refilling or repressurising the system. Normal restoration and testing do not include comprehensive system flushing, filtration or servicing every connected fixture unless quoted. Separately required clearing or servicing is priced for approval, except where it is our responsibility to remedy the problem. A temporary interruption of water during authorised work is not, by itself, defective workmanship.
We take reasonable care to protect the work area, manage temporary hazards and tidy normal debris from our work. Specialist drying, sewage decontamination, mould treatment and building restoration are not included unless expressly agreed. This does not remove responsibility for loss caused by our own breach.
Supply work can release clean water; opening a blocked drain, trap, toilet or cleanout can release wastewater or sewage despite reasonable precautions. Please move or protect nearby valuables, electronics, documents and other sensitive contents, and tell us where extra protection is needed. Tools, cords, hoses, sealants and wet residue can create temporary slip or trip hazards. Follow our warnings and pass them to other occupants; an area is not necessarily safe simply because no sign is present.
Follow the specific curing, drying and safe-use instructions we give you. Tell us promptly about a remaining hazard and avoid the affected area if unsafe. Before work that may disturb asbestos or other hazardous materials, any required specialist assessment and safety measures must be in place. We do not cut or disturb suspected asbestos. If suspected hazardous material is encountered, we stop the affected work until the appropriate assessment and safe next step are confirmed. Ordinary plumbing approval does not authorise hazardous-material disturbance or remediation.
Our plumbing service does not include testing, removing or certifying asbestos, mould, lead, biohazards, air quality or other environmental contamination. Unless separately agreed, you arrange the appropriate specialist assessment, clearance and remediation, subject to any responsibility we have for causing the problem. If suspected asbestos or another unsafe condition prevents further access, the investigation may stop before the cause is found. This does not by itself make properly authorised checks already carried out free. We charge for work performed and commitments properly incurred on the agreed basis, not for unperformed checks merely because they were planned. Our responsibility for defective work or a breach of our obligations is unchanged.
An emergency booking does not authorise unlimited spending. We confirm the attendance fee and seek approval for the proposed work, using a defined stage or spending limit where a full repair price cannot yet be established.
If an unforeseen condition presents an imminent risk of injury or significant property damage and there is no reasonable time to obtain instructions, we may take the minimum reasonable steps necessary to reduce that immediate risk. We attempt to contact the authorised customer, document what happened and explain promptly. This is not authority for unrelated work or a permanent repair. Any charge must have a lawful basis; this clause does not make every unapproved cost automatically payable.
A temporary make-safe can stop or reduce an immediate problem without resolving its cause. We describe the limitations and any necessary restrictions on use. Investigation, permanent repair or remediation requires separate approval. We remain responsible for performing the agreed temporary work with reasonable care and skill.
Take reasonable steps to reduce damage when safe, such as stopping use or isolating the water. Do not put yourself at risk or operate equipment you are not authorised or competent to use.
A repair or investigation covers the approved components and scope. Multiple leaks, noise, pressure changes, odour or other intermittent symptoms can have more than one cause. We explain when a proposed step is diagnostic, provisional or intended to improve a symptom rather than guarantee its elimination.
We test completed repairs using reasonable methods appropriate to the work. A satisfactory test at that time does not certify the entire system or prove that no concealed or intermittent issue exists. Declining recommended access or investigation limits what can be established; responsibility for a later loss still depends on cause and our obligations.
Drain clearing does not repair defective pipes or guarantee freedom from future blockage. Roots, damage, poor gradients, accumulated material or conditions elsewhere may require different work. A later blockage is assessed by cause; an unrelated new blockage is separately chargeable, while our own defective work is handled under the applicable remedy.
The approved method and access point define the work. Additional access, a different method or retrieval of trapped equipment requires discussion and approval. Retrieval costs are not automatically yours if our own fault caused the problem.
Clearing through the agreed trap, fixture or cleanout does not include cutting pipe, dismantling cabinetry, opening finishes or using a different method unless quoted. If that access or method is unsuitable or unsuccessful, we price the proposed next step separately. Clearing equipment applies force and may expose roots, offsets, cracks, collapsed sections or other existing defects. Non-destructive clearing cannot be guaranteed in a compromised line. Where a hidden pipe condition traps equipment despite reasonable care, necessary access, retrieval and repair may be separately chargeable with approval.
Camera findings depend on accessible routes, visibility and the equipment's reach. We explain meaningful limitations; a camera inspection is not a certification of inaccessible pipework or exact excavation depth unless specifically included and supportable.
A drain or sewer camera inspection is separately chargeable unless expressly included. Clearing a drain does not itself include internal camera verification. If you decline the camera service, restored flow does not mean the internal pipe condition has been visually confirmed.
An appliance connection does not include internal appliance repair unless specifically quoted within our service scope. Likewise, internal mechanical, electrical or electronic repairs are not implied by a plumbing connection. Plumbing pump or water-heater work expressly included in your quote remains included.
Moving, disconnecting, reconnecting or leak-testing an appliance for plumbing purposes does not inspect or warrant its internal operation, error codes, software, controls or other non-plumbing functions.
Gas, electrical and other regulated work must be performed only by appropriately authorised people. We do not agree to work outside our lawful trade scope simply because a customer requests it.
We supply the agreed product or obtain approval for a material substitution. Availability, finishes or manufacturer revisions can change. We discuss suitable alternatives and any price or timing change before proceeding.
Any manufacturer or supplier warranty is separate from our workmanship guarantee. Its process may require receipts, model details, testing or return of a component. We provide reasonable assistance with claims for products we supplied, but do not control the manufacturer's response or stock.
Express product coverage varies by item, component and provider; it does not automatically last three years. We identify the applicable documentation where reasonably available. Missing paperwork or an invoice omission does not remove actual cover or statutory rights, and supplying an item without a separate manufacturer warranty does not create an additional express product warranty. Unless we agree to do it, you complete required registration and ongoing maintenance after receiving the relevant information reasonably available to us. Preserve labels, product details and failed components where safe; alteration or disposal can affect a manufacturer's claim process.
Some express warranties cover the part but not attendance, investigation, access, removal, reinstallation, freight, disposal or restoration. We explain and obtain approval for any client-paid portion not covered by our agreement, workmanship guarantee or legal obligations. A manufacturer's labour allowance does not automatically cover our full service price. An identical discontinued model or finish may be unavailable, and replacement does not automatically restart an express product-warranty period.
We normally use established trade supply channels. An apparently similar retail or online item may have different components, specifications or warranty terms. Supplying or installing a suitable item does not certify the surrounding system's capacity, cleanliness or future performance; normal installation testing is not whole-system treatment.
Manufacturer cover does not replace your statutory rights against us as the supplier. We do not charge you for a remedy we must provide under your agreement or applicable law. If additional services are outside those obligations and the applicable warranty, we explain and obtain approval for their charges first.
Unless otherwise agreed, you select, purchase and check your product and retain its instructions and purchase records. A standard installation quote assumes a new, complete, undamaged and suitable product unless you disclose otherwise. This includes the fixture-specific components that should come with the product. If these are missing, sourcing them is separately priced for approval under section 5.2. Normal connection materials or installation items expressly included in our quote, such as a quoted toilet wax seal and mounting hardware, remain included. If missing components must be ordered and a separate return is needed, the attendance rule in section 5.3 applies.
We assess apparent suitability for the agreed installation but do not certify the product's internal quality. We may decline an unsafe, unsuitable, incomplete or unlawfully installable product. Additional work arising from product problems needs approval.
Qualifying standard installation workmanship on a suitable customer-supplied product is covered by our three-year workmanship guarantee. The product itself is not supplied or warranted by us, but we remain responsible for damage or defects caused by our own work.
Help with a customer-supplied product's claim, retailer communications, investigation, removal, return, exchange or reinstallation is separate work unless included in the approved scope or required to remedy our own responsibility. We price that assistance before proceeding. Any part we supply during the installation retains its own applicable product and legal protections.
A limited non-standard installation can involve a custom adapter, altered connection, field modification, incompatible dimensions or a customer-requested reduced scope that differs from normal installation using the supplied components and instructions. We offer it only if it can be completed safely and lawfully. Before approval, we identify the limited work, price and coverage limitation. Unless we expressly agree otherwise, that identified non-standard installation work is excluded from the express three-year workmanship guarantee. It does not remove coverage from separate qualifying standard work on the job. Supplying a standard fitting does not by itself convert the non-standard work into a standard installation. Our responsibility for defective or negligent work and mandatory legal rights remains.
Before a special or non-returnable order, we disclose its description, price, expected supply arrangements and any lawful cancellation or return charge. Deposits are subject to the restrictions applying to the particular contract.
A supplier's refusal to accept a return does not override your rights against us. Where no statutory remedy applies, a change-of-mind return is subject to the return terms disclosed before purchase. We identify any approved restocking or freight charge and account for credits received. We do not retain more than lawfully due or charge you for an ordering error that is our responsibility.
Custom, special-order, opened, used, installed or modified items may be non-returnable under those disclosed terms. An authorised order can create a payable commitment before installation, but only to the extent permitted by the applicable contract and law. Deposits and any non-refundable amount must be disclosed and lawful for that agreement.
For an eligible, clearly defined fixed-price repair quoted and approved beforehand, we waive the labour charge for that repair if we attempt it but cannot complete it for reasons within our control. The repair can include planned return work within the same agreed job; a failed attempt is not treated as a success merely because the visit ended.
This promise is not a guarantee that every plumbing problem can be fixed. It does not apply to diagnostic investigation, drain clearing, temporary work, symptom-improvement attempts or an expressly agreed limited scope. It also does not apply when completion is prevented by a genuinely external problem, such as unsuitable customer-supplied parts, concealed deterioration, unsafe access or the customer's decision to stop.
Other external barriers can include discontinued, unavailable or incompatible parts, code deficiencies, seized components or system limitations that prevent the agreed repair. These do not make already approved investigation or other properly performed work free. The cause must be assessed; this is not an exclusion for a problem we should reasonably have allowed for or caused ourselves.
We do not use an exclusion to transfer responsibility for our own error or breach. We identify the nature of the proposed work before you approve it.
The approved attendance fee, properly performed investigation, separately approved research or sourcing, approved supplier trips, properly incurred authorised parts commitments and other completed work remain separate, subject to applicable rights. We do not charge twice or charge for our own avoidable mistakes. Where this promise applies, we identify the labour amount waived and explain any remaining authorised charges.
Our express three-year workmanship guarantee covers qualifying paid plumbing repair and installation workmanship completed on or after 27 August 2026, for three years from completion, subject to section 11.1A where that condition was agreed before the work. Earlier work retains the coverage applicable to it at the time. The guarantee covers the specific completed work, including qualifying standard installation of customer-supplied products.
Coverage does not depend on repeating the guarantee on the invoice. A special lawful limitation must be explained and agreed before the affected work, as described in section 9.3. Investigation, advice, drain clearing and temporary or attempt-only work do not carry a promise of a lasting repair; our duties of reasonable care and skill still apply.
The guarantee applies at the service address and may be used by the original customer or a later owner with reasonable proof of the work. A change of owner does not restart the period. Correction under the guarantee does not restart it either, unless otherwise required by law. Separately approved and paid new work has its own applicable coverage.
Our voluntary three-year workmanship guarantee is available only once the amount properly due on the invoice for the qualifying work has been paid in full, after agreed discounts and credits. Payment of an agreed reduced balance counts as payment in full. Later payment makes coverage available for the remainder of the original three-year period from completion; it does not restart that period.
If all charges for the completed work are voluntarily waived and no payment has been received, this additional guarantee is not included unless we expressly confirm otherwise in writing. A billing correction, a refund or credit required by law, or work carried out to honour an existing guarantee does not remove coverage under this condition.
This payment condition applies only where supplied and agreed before the affected work. It does not remove statutory consumer rights, any lawful right to withhold or set off payment, separate product protections, or our responsibility for defective or negligent work under the agreement or law. Unpaid unrelated invoices do not affect coverage for qualifying work that has been paid in full.
We correct a defect caused by our qualifying workmanship within a reasonable time, without charging for necessary attendance, reasonable assessment, labour or parts and materials damaged or made unusable by that defect. The appropriate correction addresses the covered defect; it does not automatically include unrelated upgrades or a replacement of the entire system. Other legal remedies remain available where applicable.
A product's internal failure, ordinary wear, existing corrosion, debris, scale, freezing, abnormal pressure, municipal work, unrelated pipe defects, misuse or someone else's alterations is not itself a defect in our workmanship. An exclusion applies only to the extent that the excluded cause produced or contributed to the problem. It does not excuse our own defective work or breach.
Other outside causes can include aggressive water or contamination, overheating, thermal expansion, inadequate drainage, upstream or downstream defects, building movement, renovation damage, fire, flood, weather, pests or power events. Failing to follow disclosed maintenance or safe-use instructions, continuing to use known leaking plumbing, or leaving an identified condition unaddressed can affect coverage only to the extent it causes or worsens the problem. Our guarantee does not cover unrelated defects or certify the entire system.
Product claims follow section 9. Where there are mixed causes, we explain the evidence and allocation of any covered and chargeable work before seeking approval for the chargeable portion.
Contact us as soon as reasonably possible with your name, service address, job details and a description of the problem. Photographs and any relevant removed parts can help, where safely available. Report a claim under this express guarantee within its three-year period. A timely report is not rejected merely because inspection or confirmation occurs afterwards. Statutory rights have their own applicable time limits.
Take reasonable steps to prevent further loss and allow reasonable access for assessment. Missing evidence or another person's intervention does not automatically cancel coverage; it matters only to the extent it causes damage, increases loss or prevents a reliable assessment.
Where safe and practical, retain removed parts and relevant photographs before alteration. Safety and sanitation take priority over retaining a hazardous item. Attending to inspect or make safe is not an admission of fault or coverage. Reassembling or restoring an item damaged or dismantled by someone else may be separately chargeable where it is not part of our remedy, with approval first.
If the issue is clearly covered, we do not charge an assessment call-out. If coverage is uncertain, we may ask you to approve a provisional attendance fee before visiting. We state the actual fee, including any applicable confirmed after-hours rate. Further chargeable investigation needs separate approval.
Any provisional charges for assessment reasonably necessary to confirm a covered workmanship defect are refunded or credited. We explain why an issue is not covered before proposing chargeable correction. You do not have to diagnose the cause yourself to report a concern.
Give us a reasonable opportunity to inspect and correct before commissioning non-emergency replacement work. We respond within a reasonable time considering urgency, safety, access and parts; the guarantee does not promise immediate or after-hours attendance.
Do not delay necessary action to stop active flooding or another immediate hazard if we cannot attend in time. Contact us when reasonably possible and preserve evidence safely. If we decline or do not act within a reasonable time, you may seek another remedy available under the circumstances and law. Third-party costs are neither automatically covered nor automatically excluded; responsibility depends on cause, necessity, reasonableness and applicable obligations.
Payment is due on completion of the authorised work and presentation of the invoice unless an approved schedule states otherwise. For an attendance with no further work, the call-out invoice is due at the end of the visit. The invoice identifies charges, credits and GST.
E-transfer is our preferred payment method. We do not currently add a credit-card surcharge. Please use the payment instructions on your invoice.
If disclosed and agreed as part of your contract, an unpaid amount properly due may accrue simple interest after 30 days from the invoice date at 2% per month, equivalent to 24% annually, where lawful. Interest starts on day 31, applies only to outstanding principal and is not compounded. Payments and credits reduce the balance used for calculation. Any part-month calculation is proportionate to that month.
We may send reminders and use lawful debt-recovery procedures. Additional recovery costs are payable only where a valid agreement, applicable law or an order permits them; a debt dispute or chargeback does not automatically add a penalty.
Please raise invoice concerns promptly, preferably within seven days, so we can investigate. This request does not shorten a statutory time limit or extinguish a claim. Pay any undisputed amount properly due. We explain our assessment and correct errors where identified.
You remain free to leave an honest review, complain to a regulator, use an available payment-dispute process or pursue a legal remedy. Contacting us first can help resolve the issue, but is not a condition of exercising those rights.
Please give at least 24 hours' notice to cancel or reschedule. For a late cancellation, missed appointment or lack of agreed access, a cancellation charge may apply only if disclosed when booked, legally permitted and reasonable in the circumstances. It will not exceed the confirmed call-out fee or our reasonable net loss from that appointment, whichever is lower. We do not charge both a cancellation fee and an attendance fee for the same missed visit.
For a booking made less than 24 hours before attendance, we must explain and agree any cancellation arrangement at booking; the short lead time alone does not create an automatic charge. There is no charge under this policy for exercising an applicable statutory cancellation right.
Your contract may carry additional cancellation rights, including rights relating to contracts made at your home, remotely or for later supply. We provide the applicable notice and follow mandatory refund rules. Approval to start work immediately does not, by itself, waive those rights.
You may send cancellation notice to the email or postal address in section 14 using a method that lets you keep proof of sending or delivery. You do not need our own form, and any other legally permitted notice method remains available. If you phone about a cancellation, we recommend also keeping a written record.
For a change-of-mind cancellation outside statutory rights, we account for authorised work properly completed, lawful disclosed cancellation charges and authorised product commitments, less applicable refunds, credits and avoided costs. We do not retain money beyond what is properly due.
We keep records reasonably needed to provide service, document approvals, administer guarantees, take payment and handle claims. These can include job notes, communications, relevant photographs and product details. We explain our collection, use, retention and disclosure practices in our Privacy Policy.
We share relevant information only with consent or another lawful basis, for reasonable purposes such as service delivery, payment administration or addressing a claim. These terms do not grant unrestricted permission to publish a customer's identity, address, home photographs or job records in a public dispute. Marketing use of identifiable material requires an appropriate separate basis; service approval is not blanket marketing consent.
Service communication may use phone, text, email or voicemail for scheduling, arrival updates, approvals, invoices and follow-up. Relevant records may be shared lawfully with suppliers, manufacturers, insurers, payment providers, advisers, collection agencies or authorities when reasonably necessary. We do not require consent to unrelated uses as a condition of plumbing service. Appropriate non-identifying records may support internal training and quality checks.
We perform agreed services with reasonable care and skill and meet applicable legal obligations. We are not responsible merely because an unrelated or pre-existing defect later becomes apparent. Responsibility for loss depends on the cause, agreement and law, including any contribution from our work or breach. We do not exclude liability that cannot lawfully be excluded.
Subject to those obligations, we do not accept responsibility for remote or speculative losses that are not a reasonably foreseeable consequence of a breach or other responsibility attributable to us. This is not a blanket exclusion of property damage or a reduction of our workmanship guarantee or obligations for supplied goods. Insurance does not determine whether we are legally responsible; any insurer's response remains subject to the policy and circumstances.
The quote identifies responsibility for obtaining required permits or approvals and any included fees. Work requiring approval does not proceed before the necessary approval is in place. A customer's request cannot authorise non-compliant work.
Required inspection, engineering, municipal or strata fees are identified and priced before approval where known. A passed inspection covers what was inspected at that time; it does not certify every concealed or unrelated part of the property.
British Columbia law and applicable Canadian federal law govern these terms. If a provision cannot be enforced, the remaining provisions continue to the extent lawful. A clerical correction does not authorise us to change an agreed price or remove coverage retrospectively; we discuss substantive changes with you.
Blue Monkey Plumbing™ and the Blue Monkey Head Design™ are trademarks of Blue Monkey Plumbing Ltd.
Blue Monkey Plumbing Ltd.
6336 Argyle Avenue
West Vancouver, BC V7W 2E6
Telephone: +1 (604) 848-4013
Email: support@bluemonkeyplumbing.ca
Website: bluemonkeyplumbing.ca
The Blue Monkey Bucks program ended on 1 March 2026. No new credits are earned on visits invoiced on or after that date. Existing credits remain governed by the original promises under which they were earned; this revision does not retrospectively narrow eligibility.
Under the published terms, a qualifying completed and fully paid priced job invoiced before 1 March 2026 earned a $50 credit. Call-out-only and investigation-only visits did not earn credits. Credits remain valid for 12 months from the qualifying invoice date, unless used or the underlying invoice is refunded, cancelled or reversed in a way that removes eligibility under the original terms.
One credit may be redeemed per visit. Credits have no cash value and are linked to the customer account and service address. They are not transferable. If your issued credit or original offer states a different applicable benefit, provide it so we can honour the promise that applies.
This supplement applies only when you separately approve drying equipment following our plumbing work at the same property. It does not mean drying or remediation is included in an ordinary plumbing visit.
Scope and price. The authorisation identifies the equipment, delivery and setup, service period, collection, price and any proposed extension rate. An extension needs your approval. The service does not certify that the building is fully dry or free of mould or contamination; specialist assessment, testing or remediation is included only if expressly agreed within our lawful scope.
Operation and safety. We set up the equipment with reasonable care, demonstrate operation and explain power, ventilation, drainage and safety requirements. Provide the required continuous power during agreed operation. Follow those instructions, keep children and pets clear, and do not unplug, switch off, alter, relocate or obstruct the equipment without checking with us, except for safety. Notify us promptly of a malfunction. If it becomes unsafe, stop using it and isolate power only if safe to do so; contact us promptly. Safety takes priority over an instruction to keep equipment running.
Care and ownership. Equipment remains ours. Take reasonable care of it and provide agreed collection access. You are responsible for loss or damage to the extent caused by your misuse, negligence or intentional act, or another cause for which you are legally responsible. You are not automatically liable for every theft or third-party act. Normal wear, mechanical failure and damage caused by us are not your responsibility.
Service interruptions. Tell us promptly if power is lost or the equipment stops. We assess whether replacement or an agreed change to the service is needed. We do not automatically extend the paid period or charge for our own collection delay after you have provided the agreed access. Safe inspection or removal is arranged on reasonable notice, except where urgent action is necessary.