I. INTRODUCTION

A. Purpose and Scope

This Terms of Service and Customer Service Agreement (“Agreement”) is issued by Plumber In A Box, operating under PIAB INC, to govern all plumbing-related work for any client or authorized representative (“Customer”). It applies to jobs ranging from minor repairs and routine calls to major remodels or full-scale new construction, ensuring each party understands obligations and liabilities. By scheduling or authorizing services, the Customer certifies that they have read, understood, and consented to all provisions herein. If local codes or separately negotiated contracts conflict with a specific clause, only that portion is superseded, leaving all other segments intact.

This Agreement covers standard repairs, water heater inspections, sewer cleaning, remodel tasks, and new construction plumbing within our normal or extended service areas. If a proposal includes contradictory rates or disclaimers, those listed contradictions override the relevant clauses below. Remaining content remains enforceable, harmonizing all standard policies for scheduling, billing, warranties, and legal recourse. Our aim is to streamline processes, clarify mutual responsibilities, and deliver professional plumbing solutions for diverse project sizes.

B. Definitions and Interpretations

“Customer” denotes the property owner or a person with legally documented authority—such as power of attorney or a valid management contract—to approve and finance work. “Technician” describes our qualified representative performing diagnostics, repairs, or installations in compliance with recognized industry standards. “Service Region” generally includes Sevier County, Tennessee, plus designated parts of Blount, Jefferson, Knox, and Cocke Counties, with trips beyond incurring mileage-based charges. “Afterhours” applies from 7:01 p.m. to 11:59 p.m., while “Night/Holiday” spans 12:00 a.m. to 7:59 a.m. and recognized holidays.

This integrated Agreement merges general Terms of Service with expanded disclaimers specific to large-scale or new construction contexts. Language herein aligns with typical plumbing and construction sector usage unless otherwise required by local regulations. Where ambiguities surface, we rely on standard building codes or professional norms to interpret relevant clauses. Consistent adherence to these definitions fosters reliable communication and cohesive legal coverage for both routine tasks and comprehensive plumbing projects.

C. Applicability of Terms

All sections in this Agreement govern our plumbing services regardless of size, complexity, or location, including remodels and new construction. When a separate written contract specifically references different procedures, rates, or disclaimers, only the stated conflicts supersede these provisions. Non-conflicting language remains valid, preserving the overarching structure designed to uphold consistent service policies. By encompassing routine calls to intensive system builds, we maintain uniform standards that benefit both the Customer and Plumber In A Box.

Multiple quotes or specialized bids may add or refine select details, but the rest of these Terms stay in force unless directly contradicted. This blended approach prevents piecemeal obligations that could cause confusion about scheduling, payments, and warranties. Each project thus proceeds under one shared framework adapted only when explicitly noted in writing. Retaining this clarity helps streamline deliverables, mitigate risk, and optimize resource management from simple fixes to major installations.

II. SERVICE CHARGES AND APPOINTMENT PROTOCOLS

A. Normal Business Hours and Base Fee

We charge a $65 fee for each visit during normal hours (7:00 a.m.–7:00 p.m.), covering dispatch and an initial inspection by a technician equipped with standard plumbing tools. This baseline cost includes a quick assessment of the Customer’s reported issue, with additional estimates provided if specialized diagnostics—like camera scoping—are needed. Our transparent model helps Customers anticipate basic costs and prevents hidden surcharges for everyday service calls. Consistency in this fee ensures dependable arrival and an informed approach before commencing specific repairs.

If deeper diagnostic tasks exceed the scope of the initial evaluation, we share updated pricing in advance. This promotes informed consent and helps us align resources efficiently. Customers gain clarity around the potential steps required for resolving challenging or concealed plumbing issues. Overall, setting a standard base fee aids fairness in routine situations while leaving room for expansions when advanced methods become necessary.

B. Afterhours Surcharge

Services performed from 7:01 p.m. to 11:59 p.m. incur an additional $150 fee beyond normal labor or material costs. This surcharge offsets overtime wages, limited staffing, and logistical burdens linked to evening appointments. Customers who request afterhours help thus receive responsive service at a clearly stated premium, reflecting operational realities. Our aim is to balance urgent needs against the resources required for safe, efficient nighttime coverage.

We maintain this fee across weekdays and weekends whenever the call falls within that later timeframe. It ensures predictable compensation for technicians who adjust schedules to accommodate off-peak demands. We advise scheduling non-emergency tasks during regular hours whenever feasible to avoid the surcharge. Nonetheless, if immediate attention is crucial, the added cost secures a fast solution beyond the standard workday.

C. Night/Holiday Surcharge

Calls between 12:00 a.m. and 7:59 a.m. or on recognized holidays include a $250 surcharge in addition to regular fees. This classification acknowledges overnight complications or holiday labor requirements, where response and logistics become more complicated. By imposing a defined rate, we guarantee dedicated availability at times when staffing or supply channels may be restricted. Customers can thereby obtain urgent services during late nights or holidays with full awareness of the associated cost.

This system ensures prompt resolution for emergencies that cannot safely wait until daytime. We strongly recommend evaluating the urgency if an issue arises during these premium periods to balance expenses with necessity. If the problem is not critical, scheduling for normal hours reduces surcharges and simplifies resource allocation. Regardless of timing, our commitment remains thorough, code-compliant workmanship suited to the urgency presented.

D. Missed Appointment Charge

A $75 missed appointment fee applies when the Customer fails to be present or grant timely access at the set visit window. This measure compensates for lost opportunities to serve other clients and covers travel expenses wasted by the no-show occurrence. Customers can avoid this fee by providing at least 24 hours’ notice for cancellations or rescheduling, allowing us to reassign the time slot. Respecting these guidelines strengthens scheduling efficiency and upholds punctual technician arrivals for all service calls.

We emphasize consistent communication to minimize disruptions to our daily calendar. Preparing the site or coordinating building entry ensures smooth operations and short wait times for all. If unannounced conflicts arise, the fee addresses our diverted technician resources. Ultimately, balancing mutual respect for each appointment fosters reliable service availability across a wide range of Customer needs.

E. Trip Charges Beyond Normal Service Areas

Any property outside our primary coverage region incurs additional per-visit trip fees to offset extra mileage and travel time. These charges follow a tiered structure—$98.77 for up to 15 miles beyond our boundary, $149.66 for 15–30 miles, and $224.48 for distances exceeding 30 miles. By linking costs to actual distances, we maintain fairness for both nearby and remote Clients. These fees apply each time we visit, reflecting cumulative fuel and transportation efforts.

We encourage Customers to confirm address details ahead of scheduling so we can accurately estimate overall travel surcharges. This clarity prevents surprises when finalizing invoices or planning multiple trips. Our tiered approach still allows us to extend professional plumbing solutions to more distant areas. While acknowledging an added expense, it upholds operational fairness by matching higher logistical burdens with corresponding fees.

III. PAYMENT TERMS AND RESPONSIBILITIES

A. Payment Upon Completion

Unless stated otherwise in writing—for example, with milestone billing for major projects—full balances are due immediately once the job is finished. By approving recommended work, the Customer commits to settling the final invoice upon conclusion. This approach simplifies transactions, averts lingering balances, and aligns both parties on expectations for prompt financial closure. Confirming payment at project end fosters an efficient workflow, removing ambiguity about settlement timelines.

If certain larger-scale jobs require staged billing, those details must appear in a formal proposal or contract addendum. Without such explicit documentation, the standard policy of immediate payment stands. We believe this ensures predictable outcomes, reinforcing trust in our scheduling and resource allocation. Ultimately, prompt invoicing and prompt payment keep us flexible for urgent calls while sustaining a stable operational framework.

B. Authorized Signatories

Only the verifiable property owner or a legally empowered individual—such as a manager with documented authority—may approve or refuse our services. This ensures the person who authorizes tasks has both the right and means to pay for them. Should disputes arise over who exercised this authority, we consider the signatory or verbal approver as the financially responsible party. This standard protects the genuine owner from unapproved expenses while safeguarding our ability to collect due funds.

We strongly advise verifying authorization if a tenant or other representative is involved. Checking notarized permissions or management contracts helps avoid misunderstandings about coverage of final billing. By insisting on legitimate consent, we maintain a clear chain of accountability for all recommended work. Aligning decision rights and payment obligations fortifies fairness and prevents confusion during or after service completion.

C. Late Fees and Prelien/Lien Procedures

Unpaid invoices beyond 24 hours of job completion accrue monthly late fees, assessed every 30 days until the balance is cleared. At 60 days of nonpayment, we may file a prelien on the serviced property, signaling an impending legal claim. Should nonpayment continue to 90 days, a formal lien may follow, covering principal sums plus legal expenses and interest. This progression offers ample notification to Customers while protecting us from indefinite delinquencies.

We encourage open communication or partial payment plans if unexpected hardships arise. Addressing overdue amounts early helps avoid liens that complicate property titles and inflate collection costs. We prefer collaboration over legal enforcement but must secure compensation to sustain reliable operations. Maintaining an organized timeline for debt escalation underscores the importance of settling bills promptly and transparently.

D. Non-Sufficient Funds (NSF) Fee

A $25 fee applies when checks are returned marked NSF or otherwise unpayable, covering administrative and banking overhead. If repeated issues or suspected fraud occur, we reserve the right to require secured forms of payment—such as credit cards, certified checks, or cash—for future work. Prompt disclosure of any banking trouble can sometimes avoid the NSF scenario altogether. Enforcing a uniform fee encourages financial accountability and deters habitual bounced checks.

We value fairness and clear communication around payment channels. Chronic NSF incidents undermine scheduling continuity and hamper materials procurement for pending tasks. Customers facing unforeseen bank shortfalls should notify us immediately to explore alternatives. Upholding consistent policies preserves our financial stability, ensuring that we can continue delivering effective, on-time plumbing services.

E. Customer’s Insurance or Warranty Company Claims

We do not interact directly with insurance or home warranty providers, leaving the Customer solely responsible for claim submissions. While we can provide relevant invoices, findings, or itemized details, extended negotiations or appeals rest outside our scope. It remains the Customer’s duty to confirm coverage, meet claim requirements, and handle any partial denials. By keeping our role confined to delivering quality plumbing, we protect efficiency and avoid extraneous insurance-related obligations.

Those planning to rely on policy reimbursements should verify eligibility before work begins. If coverage is delayed or denied, the Customer bears full liability for outstanding balances. We recommend clarifying these variables to prevent payment delays or misunderstandings. Our streamlined approach fosters unencumbered job execution while retaining objective boundaries on third-party claim processing.

F. DIY Work Following Commencement

If the Customer attempts portions of the approved tasks after our technician begins, we do not discount or prorate final invoices. Our initial quote presupposes a consistent, professional process carried out entirely by our team. Mixing do-it-yourself efforts may disrupt workflows, jeopardize code compliance, or necessitate secondary corrections billed separately. Clear separation of roles at the outset helps prevent added complexity and avoids misunderstandings about price adjustments.

We encourage customers to inform us beforehand if they prefer self-installation for specific tasks. Proper coordination can reduce duplication and maintain clarity of accountability. However, mid-project DIY can undermine warranties if a third party’s actions damage or alter the system. By adhering to the original labor scope, we ensure coherent, traceable workmanship aligned with professional standards.

G. Right to Refuse or Discontinue Services

We may decline or halt work should we encounter dangerous site conditions, significant scope changes, or Customer non-compliance with essential instructions. This policy upholds safety for our staff, property integrity, and legal compliance. If no resolution is reached, we will invoice for completed tasks, requiring immediate settlement. While interruptions are a last resort, discontinuing unsafe or substantially altered projects prevents compromised outcomes or escalated risks.

Our approach respects the Customer’s situation yet protects professional standards and codes. Efforts to negotiate new timelines or corrected hazards occur before fully withdrawing services. However, repeated or severe infractions necessitate definitive measures to preserve accountability. By setting these limits, we prioritize prudent project environments and consistent, high-quality delivery across all engagements.

IV. SEWER CLEANING AND BLOCKAGE DISCLAIMERS

A. Risk of Cable Lodging

Compromised sewer lines can ensnare mechanical drain cables, forcing specialized extractions or replacements. If our equipment becomes stuck due to collapsed pipes, root intrusions, or poor installation, the Customer is liable for costs of retrieving or replacing those cables. We employ careful inspections, but some issues remain undetectable until active clearing begins. By acknowledging these uncertainties, the Customer accepts potential additional labor or repairs linked to structurally failing lines.

Addressing the underlying cause often reduces repeated snagging incidents or deeper pipeline damage. We may propose long-term fixes in lieu of quick, repeat cleanings if severe line defects are discovered. Sustained reliance on partial clearing rarely solves major weaknesses that can repeatedly trap tools. An upfront comprehensive repair typically spares the Customer costly recurring backups and associated cable replacement charges.

B. No Warranty on Sewer Blockages

A single cleaning does not guarantee permanent blockage relief when structural defects, misuse, or improper line slopes persist. Subsequent clogs or backups remain billed at standard rates unless a full-scale line fix was recommended, approved, and completed. If the Customer declines corrective solutions like re-piping, we cannot be held liable for future blockages in the same compromised system. This clear stance distinguishes between temporary symptom relief and meaningful resolution.

Repeated or severe clogs serve as indicators of deeper line vulnerabilities. We do not warrant ongoing functionality without addressing the root causes that provoke frequent stoppages. While snaking or hydro-jetting may restore flow, it does not eliminate structural hazards or occupant behavior that promotes recurring backups. Ultimately, acceptance of short-term clearing implies understanding that repeated blockages will incur repeated costs.

C. Cleanout Requirement

A code-compliant cleanout is vital for thorough sewer cleaning and maintenance. When absent, we may require installing one before conducting a deep inspection or advanced clearing. This separate service comes with its own fees, outlined in a specialized estimate. Installing a permanent cleanout streamlines future interventions and often meets local regulatory demands for accessible pipe entry.

Should the Customer opt out of installing a needed cleanout, our capacity to address clogs may be limited or incomplete. Testing camera equipment or deploying mechanical tools effectively hinges on direct access. Though it raises immediate costs, this measure typically spares long-term expenses from repeated partial attempts. Compliance with best practices assures safer, more reliable waste line management over the property’s lifespan.

V. WATER HEATER ADVISORY AND SAFETY CONDITIONS

A. 120°F Recommended Setting

We advise adjusting water heaters to roughly 120 degrees Fahrenheit, conforming to standard safety guidance. High-temperature settings can amplify scald hazards and accelerate system wear, leading to component strain or premature breakdown. Operating within a moderate range balances comfort and caution, especially in homes with children or elderly occupants. While customers may choose a higher setting, we disclaim liability for related safety risks or adverse effects on equipment longevity.

Our technicians can verify or adjust temperature settings upon request. Maintaining a moderate threshold typically prolongs appliance functionality and lowers energy consumption. If a specialized application requires more heat, we emphasize close monitoring and protective valves. These measures preserve occupant well-being and help sustain the tank’s operational efficiency over time.

B. Hazardous or Obsolete Equipment

We refuse to reconnect or repair plumbing systems deemed dangerously outdated or structurally unsound. Severe corrosion, critical venting failures, or recalled models fall under this category, prompting us to recommend immediate removal or upgrade. Persuading owners to continue with hazardous installations contradicts our safety obligations and code compliance mandates. If electrical inadequacies or substandard lines emerge, we may suspend work until a licensed professional corrects the associated risks.

Technicians will document apparent threats and relay them to the Customer for swift resolution. If the property owner insists on sustaining potentially harmful units, we disclaim all liability and may terminate participation in the project. Public welfare and occupant safety take priority over short-term cost savings. Maintaining these strict criteria upholds a high professional standard and fosters a secure environment for Clients and our workforce.

VI. MOLD WAIVER AND RELEASE OF LIABILITY

A. Inherent Moisture Risks

Plumbing tasks occasionally introduce moisture into enclosed or newly exposed surfaces, potentially fueling mold growth if residual dampness persists. The Customer acknowledges this possibility, especially in hidden cavities where humidity lingers after line repairs or modifications. While we minimize unnecessary water leakage, total elimination of moisture in all crevices is impractical. By accepting our services, the Customer relinquishes claims against us for mold formation related to standard water-based procedures.

Monitoring recently serviced zones for unexpected dampness helps deter fungal development. Timely drying, ventilation, or dehumidification reduce long-term effects. Still, we cannot guarantee an absence of microbial issues once we vacate the premises. Comprehensive precautions such as professional mold inspections remain the Customer’s responsibility if heightened susceptibility exists.

B. Customer Assumption of Mold-Related Liability

We do not inspect, test for, or remediate mold or other indoor environmental hazards. If mold emerges or is found, it is the Customer’s duty to enlist specialized remediation experts at their own cost. We limit our role to completing plumbing work safely and accurately, without guaranteeing against microbial risks. Engaging in mold abatement or structural sanitation lies beyond our license and scope, freeing us from liability for subsequent contamination or spread.

The Customer expressly releases Plumber In A Box from mold-related claims linked to moisture introduced during ordinary repair tasks. We similarly disclaim coverage for structural or health implications arising from uncovered mold colonies. By delineating these boundaries, we preserve clarity on each party’s obligations and areas of expertise. Maintaining strict delineations encourages swift referral to environmental professionals when concerns exceed typical plumbing responsibilities.

VII. DAMAGES WAIVER AND LIMITATIONS

A. Restriction to Labor and Parts

Our liability extends only to repairing proven workmanship flaws or replacing faulty items that we directly supply. Personal injuries, property destruction, or intangible harm outside that narrow focus remain excluded from potential claims. Restricting accountability to the scope we actually control fosters fairness and stability. We encourage property owners to maintain comprehensive insurance if they seek broader coverage for unforeseen events.

If an alleged defect involves external materials or prior installations, the Customer bears financial and legal responsibility for addressing those concerns. We are responsible solely for our direct labor and purchased components, operating with reputable brands and industry best practices. This balanced division ensures our accountability remains proportionate to the actions we perform. Ultimately, these boundaries reinforce efficient risk management and transparent repair processes.

B. Exclusion of Indirect or Incidental Damages

Plumber In A Box disclaims liability for consequential losses, including lost rental proceeds, occupant relocation expenses, reduced property value, or personal stress. Our coverage focuses on correcting identifiable, service-related oversights within our control. We cannot insure each Customer against secondary fallout from plumbing issues or building projects. This separation keeps service charges reasonable by preventing unlimited indemnification for unforeseeable damages.

Property owners who desire broader protections can seek specialized insurance to manage intangible or indirect perils. Preserving a stable liability boundary allows us to deliver fair, quality work at predictable rates. Aligning this disclaimer with standard industry norms shields both parties from disproportionate legal disputes. We stand ready to fix direct problems, but disclaim broader risk for extended or indirect repercussions.

C. Excavation and Property Disruption

Excavation or trenching may disrupt sidewalks, driveways, or landscaped areas, and we cannot guarantee exact restoration to prior aesthetics. While we strive to minimize superficial damage, the fundamental goal remains accessing lines for safe, thorough repairs. Customers accept that full cosmetic reparation can involve secondary trades or added steps beyond standard plumbing tasks. We are likewise not liable for unmarked utilities that hamper excavation despite using local marking services.

Inadvertent hits on concealed lines or conduits may prompt additional labor or materials, billed separately. Our team follows best practices to reduce collateral harm, but unknown underground elements remain a risk. The Customer should be prepared for partial regrading or restoration at their expense if needed. Overall, achieving a proper fix takes precedence over returning surfaces to pristine condition, though we maintain due care whenever possible.

VIII. LIMITED WARRANTY

A. Six (6) Months Standard Coverage

We offer a six-month warranty on labor and parts we procure, covering normal usage conditions. This does not extend to misuse, natural disasters, or changes made by external parties after we complete the job. Customers identifying possible workmanship issues should notify us quickly, preserving the original conditions for verification. Our commitment is to remedy valid flaws free of labor cost if reported within this timeframe.

This half-year window affirms confidence in our installations without guaranteeing perpetual performance under extreme stresses. If a manufacturer extends additional coverage, their terms may supersede ours for the item in question. Replacements or further labor beyond our coverage period may incur standard fees unless otherwise specified. By confining liability to six months, we focus on addressing real workmanship defects while guiding customers toward longer manufacturer warranties where available.

B. Manufacturer’s Supremacy

Fixtures or appliances carrying their own extended warranties operate under the manufacturer’s specific guidelines. We cannot alter or expedite those programs, though we supply receipts or records to support potential claims. Once our labor warranty expires, further services might be billable even if the product itself remains under manufacturer coverage. Customers must adhere to required steps—like registering items or contacting official service channels—to benefit from any brand-offered extensions.

If the manufacturer authorizes replacements, our role in reinstallation may involve labor charges if outside our initial coverage. This ensures clarity between separate promises from product makers and the scope we directly guarantee. We encourage retaining all documentation for high-value items, facilitating a smoother claims process. Ultimately, the manufacturer’s domain covers inherent product flaws, while we address labor aspects within our stated time limitations.

C. Overnight Rental Properties

For properties operated as short-term or overnight rentals, our maximum labor warranty is limited to 30 days. High occupant turnover exposes plumbing to inconsistent usage or misuse, making extended coverage impractical. We also do not warranty drain blockages in these rentals, as occupant habits frequently trigger repeated clogs. Owners of such properties may find regular preventive visits or robust fixture upgrades a safer approach to protect against frequent malfunctions.

Shortening the labor warranty acknowledges the unique strain in hospitality or lodging contexts. By defining stricter parameters, we avoid open-ended liability for issues likely caused by tenant behavior. We advise owners to instruct guests on proper operation and to schedule proactive maintenance. This strategy mitigates repeated calls that exceed normal household conditions and fosters swift action if drains or lines fail prematurely.

D. Inspection and Prompt Reporting

Customers should inspect our completed work within 24 hours, watching for leaks, improper flows, or odd noises. If a suspected issue arises, calling Plumber In A Box immediately preserves warranty eligibility by letting us verify the situation in its original state. Delays or third-party interventions may obscure whether the problem stems from our labor or unrelated factors, potentially voiding coverage. Timely reporting ensures we can address valid defects swiftly and minimize collateral damage.

Notification outside of a reasonable window or reliance on outside contractors complicates proof of any workmanship shortfall. When we remain the first responder, we thoroughly document findings to confirm if the item falls under our warranty. Respecting this protocol promotes quick, cost-free resolutions for genuine flaws. Ultimately, staying observant in the first hours or days after service fosters a more secure outcome.

E. Existing Systems and Temporary Connections

Attaching new fixtures to older or compromised lines yields a provisional solution, and we cannot ensure the broader system’s viability. Should persistent leaks or failures occur in unreplaced segments, subsequent fixes or replacements fall beyond our free warranty coverage. We encourage upgrading deteriorated pipes rather than relying on partial connections that risk repeated breakdowns. While we install updated parts responsibly, older lines remain vulnerable to future leaks or clogs.

Comprehensive replacement of failing infrastructure usually offers a more secure, lasting outcome. Whenever the Client requests only minimal attachments, they assume the chance of ongoing instability. Repeated minor repairs can accumulate higher costs than addressing the root cause at once. Balancing budgets with system longevity stands as a prudent strategy for preventing further disruptions or emergency service calls.

F. Mandatory Telephone Warranty Claims

All warranty claims must be lodged by phone within 24–72 hours of discovering a potential problem. Email, text, or social media channels are not recognized for initiating official coverage requests due to possible delays or oversights. By centralizing reports via phone, we streamline scheduling and ensure immediate responsiveness. Logging calls also preserves consistent records, enabling efficient verification of claim timing and scope.

We recommend storing our contact number readily for quick reference in the event of an unexpected defect. Once notified, we check relevant job notes to coordinate an investigation and arrange a return visit if warranted. Swift claims submission helps us pinpoint whether a shortfall results from workmanship or another factor. This regulated process preserves fairness, preventing miscommunications and ensuring qualified personnel address concerns promptly.

IX. PAYMENT ENFORCEMENT AND LEGAL FEES

A. Mandatory Invoice Settlement

Invoices left unpaid upon completion are subject to progressive late fees until fully resolved. Lingering accounts hamper our ability to schedule future service calls and procure materials promptly. If a Customer remains unresponsive regarding overdue balances, prelien or lien actions may follow the timeline described above. Timely remittance assures continued collaboration and smooth operations, minimizing administrative conflicts or project delays.

We advocate open dialogue if financial strain hinders immediate settlement. Arranging partial payments or agreeing on feasible terms can avert legal filings. However, ignoring invoices compels us to assert standard collection mechanisms to protect the Company’s interests. Preserving consistent cash flow underpins our capacity to serve Clients effectively and responsibly.

B. Attorney and Court Costs

When we engage in legal measures to recover unpaid sums, the Customer may bear legal fees, court costs, and other enforcement expenses. This provision incentivizes on-time payment and deters unnecessary escalations that burden both parties. We typically pursue court action only if repeated attempts at cooperation prove fruitless. Acknowledging this clause ensures awareness that unfulfilled invoices can result in additional penalties beyond the principal amount.

Customers retain the option to negotiate or clarify disputes ahead of litigation, reducing overall complications. Yet, ignoring requests or failing to negotiate in good faith leads to more formal enforcement routes. Settlement at earlier stages often spares the Customer heavier financial repercussions. Ultimately, these protocols reinforce fairness, urging swift compliance or transparent resolution processes for overdue accounts.

C. Check Return Penalties

Checks returned due to insufficient funds trigger a $25 fee, compensating for bank charges and administrative tasks. Multiple NSF occurrences or suspected fraudulent activity may prompt us to demand safer payment forms, like cash or certified checks. This balanced stance maintains consistent revenue collection without penalizing genuine oversights unduly. Prompt communication from the Customer about banking problems can avert repeated incidents and protect scheduling continuity.

We remain vigilant in tracking recurring NSF patterns, safeguarding both parties from repeated disruptions. If checks routinely fail, we reserve the right to limit future transactions to proven methods. This ensures fairness toward customers who manage their accounts responsibly. Upholding consistent policies across all payers helps preserve a stable billing framework, minimizing potential scheduling or material stock issues.

X. CUSTOMER RESPONSIBILITIES

A. Access and Disclosure

The Customer must provide unobstructed access to all fixtures, pipes, or utility areas pivotal to the project. They also agree to disclose known hazards, prior modifications, or code violations that might alter the scope or final invoice. Transparent upfront communication enables efficient scheduling, correct parts preparation, and realistic cost estimates. Failure to inform us of critical details can cause unplanned delays or added expenses once hidden issues emerge mid-task.

Maintaining clear entry paths avoids trip hazards, damage to personal items, or scheduling inefficiencies. We ask that the Customer remove obstacles or secure pets to expedite our work. Providing comprehensive background on system history or unusual site conditions also fosters accurate troubleshooting and stable performance outcomes. Through these actions, the Client supports a cooperative and safe environment for effective plumbing operations.

B. Permits and Inspections

Unless specifically arranged in writing, obtaining necessary permits or scheduling code inspections is the Customer’s responsibility. Municipal guidelines often penalize unpermitted work, leading to fines or forced rework at the Customer’s expense. We disclaim liability for any legal violations or fees stemming from unauthorized tasks. Ensuring all relevant permissions exist prior to commencement upholds local safety standards and avoids unexpected compliance hurdles.

If an inspector mandates adjustments, the Customer may incur additional labor or materials if outside our initial estimate. We provide supporting documentation and can accommodate reasonable changes, but local authorities ultimately govern final approval. Organized coordination with building departments streamlines progress for remodels or new constructions needing certified sign-offs. Formal acceptance of these obligations emphasizes the importance of structured planning to meet legal prerequisites.

C. Coordination with Other Trades

When electrical, carpentry, or specialized services coincide with plumbing, the Customer alone manages hiring, scheduling, and paying those trades. We remain responsible only for plumbing tasks in our licensed purview, thus avoiding liability for work performed by external professionals. This delineation preserves clarity, letting each entity focus on its respective expertise. If outside scheduling or subpar workmanship from another vendor delays us, additional costs or timetable shifts may be applied.

Ensuring seamless collaboration often requires timely discussions or sequential planning so no trade obstructs another. The Customer orchestrates these interactions, calling on us for updates only within the plumbing scope. By respecting boundaries between trades, we collectively achieve consistent code compliance and quality. Fragmented oversight can undermine results, reinforcing the value of clearly assigned roles.

D. Unearthing Unforeseen Conditions

If previously concealed damage or structural flaws appear mid-project, we may pause to reassess the required work and costs. The Customer can then opt to accept updated terms or pay for completed segments alone, concluding the service. This step prevents surprise invoices that far exceed initial estimates, promoting transparent decision-making. Documenting newly discovered obstacles fosters an equitable approach where the Customer retains financial control.

Revised bids may include specialized labor, additional parts, or revised timelines necessary to address these complications. We will clarify adjustments in writing before resuming installation or repair. Declining them ends our involvement, with an invoice for finished tasks. Recognizing the possibility of hidden issues guards against frustration when encountering previously unknown hazards.

XI. SEWER OR WATER LINE EXCAVATION SPECIFICS

A. Broken or Misinstalled Lines

Sewer lines compromised by breaks, root invasions, or improper slope can hinder mechanical clearing or camera assessments. Our cables may get trapped or severed if existing pipe integrity is severely compromised, forcing extra retrieval or replacement costs the Customer must cover. While preliminary checks highlight noticeable faults, certain weaknesses stay hidden until active clearing begins. Acknowledging these risks ensures realistic expectations regarding fees and potential complications.

Proposing a permanent solution is often the most cost-effective approach if repeated backups or cable entanglements occur. Continuous reliance on partial fixes typically escalates total costs over time. We operate carefully to minimize damage yet cannot surmount major structural failures without advanced interventions. Full transparency about line conditions supports more durable, code-compliant outcomes, avoiding repeated disruptions.

B. No Discounts for Repeated Backups

If we advise a thorough line replacement or major repair but the Customer declines, we charge standard rates for each subsequent blockage. Snaking or hydro-jetting repeatedly fails to address root causes, prompting recurrent service calls. Customers opting for short-term relief thus accept repeated invoicing under typical clearing fees. Though costlier initially, a permanent fix generally offers greater stability than ongoing symptomatic treatments.

We highlight total future expenses when recommending larger scale solutions to help Customers evaluate return on investment. If repeated backups persist, the resulting inconvenience and service charges often outweigh the price of a comprehensive remedy. This emphasis underscores the need to tackle systemic weaknesses rather than patching clogs repeatedly. Ultimately, the Customer’s decision guides whether short-term cleanings recur at normal billing levels.

C. Cleanout Installation

An accessible, code-approved cleanout is crucial for proper sewer or main line maintenance. When missing, we may require installing one before advanced services like camera inspections or hydro-jetting. Such installations carry separate fees covering parts, labor, and minor restoration of disturbed surfaces. While it raises initial costs, a permanent cleanout saves time, expense, and mess over the line’s operational life.

Cleanouts provide direct entry to pipe segments, simplifying ongoing check-ups or emergency clearing. Many local regulations mandate them to improve accessibility and reduce property intrusion. Customers gain peace of mind, knowing future blockages or line reviews can be resolved more efficiently. Investing in a dedicated cleanout exemplifies practical best practices aligned with professional plumbing standards.

XII. NEW CONSTRUCTION TERMS

A. Contract Introduction and Scope

These added clauses govern plumbing labor specifically for new construction projects, from slab phase installation to final fixture trims. They supplement our standard Terms, applying whenever a Customer commissions brand-new system layouts or major expansions. By articulating phased milestones and responsibilities, both the Company and the Client commit to streamlined, code-compliant outcomes. Conflicts between these clauses and general policies favor the specialized provisions tailored to new construction.

Comprehensive details like building plans, site constraints, and fixture selections inform our scheduling and cost estimates. We integrate with other trades for structural readiness or finishing steps while focusing on plumbing excellence. This collaborative method reduces rework, scheduling overlaps, or compliance lapses. In all, the new construction environment demands a structured approach that aligns foundational steps, rough-in tasks, and final setups efficiently.

B. Company Responsibilities

We supply trained labor, standard plumbing tools, and professional oversight to complete plumbing systems in accord with code requirements. Heavy machinery or specialized lifts lie outside our standard toolkit, remaining the Client’s duty unless otherwise stated. If our workmanship proves defective within the original scope, we correct it free of charge, emphasizing safety, consistent progress, and open communication. We also remove daily plumbing-related debris and fully clear leftover materials upon finishing, without cleaning up other trades’ wastes.

Coordinating with the Client or general contractor, we schedule each phase—slab, rough-in, trim—so plumbing integrates smoothly with framing or finishing tasks. We strive to meet timelines but rely on timely updates regarding site readiness or fixture availability. Compliance with OSHA and local safety mandates governs each installation step, preventing hazardous conditions. Overall, delivering robust plumbing forms our prime objective, aligning each milestone for seamless building progress.

C. Client Responsibilities

Site readiness, including clearing debris, completing framing, and designating utilities, rests with the Customer or their chosen contractor. Permits, inspections, and fixture acquisition also remain their domain, ensuring legal compliance and scheduled access for necessary authorities. The Client must finalize fixture choices before each project phase, preventing delays when our team arrives. Coordination with other trades is essential to guarantee readiness for plumbing tasks without rework.

Heavy equipment rentals for excavation or trenching fall to the Client, though we provide standard plumbing tools. Properly securing the location against theft or vandalism likewise lies in the Customer’s scope. Any design shifts or last-minute modifications require formal change orders with revised costs or scheduling. Meeting these responsibilities fosters an orderly environment, letting us focus on skilled plumbing labor without recurring hold-ups.

D. Timelines and Milestones

Standard new construction proceeds through phases like slab (if applicable), rough-in, site work for external lines, and trim, culminating in final inspection. During slab installations, we embed supply and drain lines, anchoring them for concrete placement. Rough-in connects distribution lines throughout the structure, aligned with framing, while site work extends mains up to permissible boundaries. Finally, the trim phase secures fixtures and completes testing, preparing the system for occupancy clearance.

The Customer must schedule inspections after each phase, notifying us so we can address inspector concerns on-site. Timely coordination ensures a logical sequence without wasted labor or repeated visits. Once final inspection passes, the plumbing is deemed code-compliant unless subsequent alterations arise. Concluding these milestones systematically guarantees safer, more reliable outcomes while giving each construction step a clear definition.

E. Payment Terms

A 30% non-refundable deposit is due at contract signing, securing our availability and covering preliminary planning. We typically split remaining payments by milestones—slab, rough-in, trim, final draw—billed per percentage completed. Site work may be invoiced separately upon finishing that portion, payable within seven days. The final 10% draw is required once the job passes inspection, confirming all plumbing phases are complete.

These structured payments correlate to key progress markers, reinforcing transparency and preventing prolonged balances. Any materials we provide at the Client’s request may be invoiced immediately or along with phased bills. Delayed remittances can halt scheduling or prompt labor cost escalations for idle times. This milestone approach confirms consistent funding, enabling on-time labor deployment and efficient resource utilization.

F. Scope of Work

We install plumbing lines, drains, and fixtures as defined in approved plans, ensuring code compliance and agreed specifications. This excludes tasks like structural modifications, electrical wiring, countertop cutting, or heavy trenching beyond our stated coverage. If water or sewer lines extend more than five feet beyond the structure, additional charges apply. By confining our labor to professional plumbing duties, we guarantee consistent expertise and reduce scope overlap.

The Customer supplies all fixtures unless noted otherwise, delivering them on-site before relevant phases. We focus on accurate routing, leak-free connections, and proper testing for each step. Change orders remain the only valid method for adding unquoted services like deck framing or specialized tub settings. Aligning responsibilities prevents confusion, aligns accountability, and upholds rigorous industry standards for safe, functional installations.

G. Change Orders

Any scope alterations—whether arising from site conditions or Client requests—must be confirmed via a written change order. Verbal agreements carry no force, as unsanctioned adjustments risk unapproved tasks or conflicts with warranties. Each order itemizes revised labor, materials, cost, and timeline, requiring Customer signature before work proceeds. This formal structure streamlines modifications, preventing last-minute confusion or unauthorized expansions.

Approving a change order may forfeit the original project warranty if the newly introduced variables affect prior connections. We reserve the right to reject requests deemed unsafe, code-defying, or overly disruptive. This system preserves clarity and fairness, letting us allocate resources accurately. Embracing a standardized process allows smooth transitions in large builds, guarding against scope creep or contradictory directives.

H. Delays and Scheduling

External factors like severe weather, inspection backlogs, or late fixtures can delay targeted milestones beyond our control. We communicate promptly if circumstances force revised timetables, requesting Customer updates about readiness or new material ETAs. Delays arising from unprepared framing, absent permits, or incomplete site cleanup can incur extra labor charges for rescheduling or idle times. Maintaining continuous contact on each phase keeps the project moving with minimal disruption.

We strive for “first in, last out” alignment, ensuring correct rough-ins early and final trims completed promptly. Any third-party trades must coordinate so plumbing tasks occur sequentially without repeated tear-outs. Smooth synergy hinges on timely notice if other schedules slip or local inspectors are unavailable. Ultimately, abiding by reliable timelines benefits everyone, delivering a code-compliant, on-schedule system installation.

I. Warranties

We extend a one-year labor warranty on newly installed systems from final inspection, barring drain clogs, short-term rentals, or post-approval modifications. If a Change Order alters major components, that revision may void the initial coverage since new variables fall outside original scope assumptions. Acts of nature, occupant abuse, or older lines left intact remain excluded. Promptly notifying us of suspected workmanship defects enables swift verification and corrections within this coverage timeframe.

Customers must maintain normal operating conditions and follow usage guidelines to retain warranty validity. Disclaimers match those found in our general Terms regarding manufacturer coverage for supplied parts. Extended claims beyond the one-year labor mark typically revert to standard service rates. This structured coverage fosters clear accountability and encourages consistent upkeep to ensure continued functionality.

J. Contract Termination

The Customer may terminate the agreement but forfeits the 30% deposit and must pay for completed phases plus 15% of unperformed portions as a cancellation fee. We may terminate if payment defaults, safety violations, or unrectified project scope issues hinder progression. The Customer remains liable for any partial work done and no deposit refunds occur. Provisions regarding warranties, liens, and dispute resolution persist despite contract cancellation.

If the Customer later reactivates the project, new terms or revised schedules may apply based on resource availability. This systematic approach avoids wasted labor or indefinite scheduling gaps. Both parties acknowledge the logistical and financial impacts of halting a build prematurely. Honest communication about difficulties often preempts terminations, keeping the process balanced and predictable.

XIII. MOLD AND ENVIRONMENTAL DISCLAIMER

A. Moisture Leading to Mold

New construction plumbing can produce confined dampness in floors, walls, or unventilated cavities if lines are tested under incomplete conditions. This moisture could fuel mold if left unresolved, and the Customer accepts these risks when commissioning water-based services. We aim to conduct line checks efficiently, yet cannot ensure every hidden gap remains free of humidity. Monitoring and promptly drying newly serviced areas mitigate fungal growth but exceed our direct responsibilities.

Proper ventilation systems, dehumidifiers, or scheduled site inspections help reduce prolonged moisture pockets after each phase. We disclaim liability for mold emergence once we finalize the plumbing scope. Contractors or environmental experts may need to reevaluate suspected zones if humid conditions persist. Recognizing these realities of new building environments clarifies that addressing mold hazards lies beyond our standard scope.

B. Responsibility for Remediation

Plumber In A Box does not inspect for, remove, or treat mold or related microbial issues. The Customer must hire certified environmental specialists if mold is discovered or suspected during or post-installation. Any structural abatement, bleaching, or contaminant disposal sits outside our plumbing license parameters. By focusing on professional water line assembly and fixture placement, we maintain a consistent role, leaving environmental hazards to dedicated remediation trades.

If mold triggers site shutdowns or rework demands, scheduling or cost changes may apply to our portion of labor. We stay flexible within reason but cannot guarantee indefinite onsite waits while abatement unfolds. Early detection of moisture problems allows more controlled project continuity. Ultimately, we neither assume nor expand obligations regarding fungal or environmental hazards beyond standard plumbing tasks.

XIV. WARRANTY PROCEDURES

A. Timely Inspection and Reporting

Customers should review newly built or repaired plumbing promptly, alerting us by phone within 24 hours if a defect is suspected. Quick feedback preserves existing conditions for conclusive evaluation of potential workmanship errors. Engaging outside contractors first may jeopardize coverage or confuse the cause of the malfunction. Allowing us an immediate chance to rectify fosters an effective, hassle-free warranty experience.

If we verify a valid claim under our stated warranty terms, we provide suitable corrections at no charge for labor or replaced parts. This cooperative approach benefits both parties by minimizing extended damage or cost. Maintaining open lines of communication underlines our commitment to responsive, professional support. Straightforward reporting procedures also keep warranty investigations swift and fair.

B. Right to First Repair

We exclusively reserve the right to address any suspected defect covered by our labor warranty. Calling another service provider or performing self-fixes before contacting us voids this coverage on the affected segment. Maintaining consistent methodology ensures we can confirm if the fault arises from our labor or extrinsic factors. The Customer thus agrees to notify us first, allowing consistent documentation of system history and remedy steps.

By preserving a unified chain of repair, we guard against overlapping responsibilities that obscure who caused the issue. We stand behind our work but cannot oversee third-party interventions. Observing this policy assures accountability while maximizing the likelihood of straightforward solutions. In turn, the Customer benefits from a simpler, cost-free process if legitimate workmanship flaws are discovered.

C. Exclusions

Our warranties exclude drain clogs, occupant misconduct, older lines not replaced, or structural failures caused by external events. We cannot assure indefinite performance where compromised piping remains, short-term rentals introduce high turnover, or acts of God occur. Connections to antiquated systems serve as interim measures, bearing higher risk of future leaks or backups. Customers must acknowledge these limitations rather than expecting coverage for every unpredictability outside direct new work.

If the property is used for short-term lodging, the 30-day maximum labor warranty applies for tasks performed. Drains in such environments fall entirely outside coverage, given occupant misuse potential. Repairs triggered by unrelated trades, remodeling changes, or destructive behaviors also escape our warranty scope. By delineating these exceptions, we align coverage with realistic factors that shape plumbing outcomes.

XV. CUSTOMER’S ACKNOWLEDGEMENT OF RISK

A. Sewer Backup Risks

Compromised sewer lines can repeatedly block or entangle clearing tools if root causes remain unresolved. We do not warrant recurring backups where occupant misuse or permanent line failures persist uncorrected. Refusing recommended major repairs obligates the Customer to pay standard rates each time a clog recurs. This policy underscores that partial cleaning cannot cure fundamental structural or usage-related defects.

Short-term fixes may appear cheaper but often incur escalating costs over multiple service calls. Our objective is to pinpoint root problems, helping property owners avoid frequent, disruptive backups. Customers who persist with minimal interventions accept financial responsibility for repeat incidents. Emphasizing deeper resolution aligns best with long-term stability and cost-saving benefits.

B. DIY Interference

If a Customer or unauthorized individual alters the system mid-project, warranties and liability protections can be voided or undermined. Mixing professional and amateur efforts potentially creates hidden code violations or fosters operational inconsistencies. Our disclaimers free us from repair costs that stem from do-it-yourself mistakes or resulting property damage. Seeking professional assistance from start to finish avoids confusion and ensures consistent accountability.

Rectifying improper DIY additions may entail extra fees if we must correct unapproved configurations or revert the work to established standards. We advise aligning the full scope with licensed personnel to uphold quality, safety, and cohesive documentation. Self-performed changes risk undermining flow, stability, or user safety. Preserving a single, verified chain of labor helps consolidate responsibility for successful project outcomes.

C. Acts of God and Force Majeure

Natural disasters, civil disturbances, or official mandates can delay or suspend plumbing tasks despite our best efforts. Under these force majeure conditions, we are not in breach for failing to meet projected timelines or costs. We resume upon restoration of safe, stable circumstances, communicating any revised deadlines as promptly as possible. This clause balances fairness, acknowledging that uncontrollable events sometimes impede normal work.

Customers should expect potential scheduling shifts or partial measures if supply lines and resources are disrupted. We disclaim responsibility for damage or hold-ups tied to these external crises beyond our control. Once conditions improve, we strive to complete all pending tasks efficiently. Preserving this contingency ensures honest collaboration under exceptional, unforeseen hurdles.

XVI. DISPUTES, LEGAL JURISDICTION, AND REFUNDS

A. Dispute Handling

Any Customer questions regarding invoices or scope must be raised within 15 days, prompting an internal review of logs and evidence. If we confirm an overcharge or incomplete service, we will adjust costs or provide partial credits accordingly. Emotional distress or intangible losses remain outside refund eligibility, as we address purely factual discrepancies. This streamlined method resolves billing disputes rapidly and fairly while deterring prolonged contention.

Untimely complaints or requests lodged beyond the 15-day mark may forfeit correction eligibility. Ensuring prompt action protects both parties, verifying reliable documentation and efficient rechecking. We encourage open dialogue to clear misunderstandings and uphold a professional rapport. Timely resolution fosters positive outcomes that align with standard contractual norms.

B. Resolution and Venue

If internal remedies prove insufficient, mediation or arbitration may precede formal legal proceedings. Any litigation occurs in Sevier County, Tennessee, granting a clear, consistent venue for dispute resolution. The prevailing party may recover reasonable attorney fees, court costs, and collection expenses from the non-prevailing side. This framework motivates mutual cooperation while preserving structured methods to address unresolved conflicts.

We advocate collaborative efforts to avoid costly lawsuits or drawn-out escalations, supporting open negotiations whenever feasible. However, we reserve the right to invoke legal recourse when legitimate debts remain ignored. By agreeing to these Terms, the Customer consents to this geographic jurisdiction and potential cost recovery mechanism. Transparent guidelines aim to streamline conflict resolution, deterring frivolous or protracted standoffs.

C. Refund Conditions

Refunds are uncommon, focusing on provable billing errors or tasks that went uncompleted yet were charged. We do not compensate intangible grievances like inconvenience or non-financial complaints. If part of a quote remained unfinished, partial credits or adjustments may apply upon verified proof. Upholding precise documentation and honest disclosure fosters equitable conclusions for any rare overcharges or mistaken billing.

Customers seeking recompense must offer supporting records that reflect the discrepancy. Upon confirming a valid oversight, we either correct the invoice or grant a commensurate credit. Where partial progress is apparent, no total refund is forthcoming, merely a fair alignment of billed scope. This balanced approach deters frivolous claims while redressing genuine issues swiftly.

XVII. LIMITATION OF LIABILITY AND FORCE MAJEURE

A. Cap on Liability

For any direct claim against Plumber In A Box, our maximum liability matches the fees paid by the Customer for the disputed service. We exclude intangible or broader damages, restricting remedies to repair or refund of covered components within the job’s verifiable scope. This approach ensures accountability for mistakes we can directly address, preventing disproportionate demands. If wider coverage is desired, property owners may obtain dedicated insurance to handle broader contingencies.

Anchoring liability to actual work performed fosters transparent risk management. Customers benefit from cost-effective rates uninflated by universal insurance responsibilities. Should a mishap occur, our response focuses on concrete solutions or returning relevant sums to rectify the shortfall. Constraining liability to the billed segment remains an industry-standard measure, preserving balance for all involved parties.

B. No Indirect or Consequential Damages

We assume no obligation for special, incidental, or consequential losses like occupant displacement, lost profits, or emotional distress. Our role is confined to professional plumbing tasks and direct corrections of flaws within our service domain. By disclaiming these extended liabilities, we avoid unbounded costs that could inflate routine charges for all. If owners foresee exposure to broader economic harm, they must secure supplemental coverage independently.

This stance aligns with standard construction and repair norms, shielding contractors from indirect claims unrelated to actual labor oversights. Focusing on tangible remedy fosters streamlined dispute resolution, averting speculative or secondary compensation demands. Customers keep the option to seek specialized policies that address intangible risks, while we deliver methodical plumbing solutions. Maintaining strict disclaimers ensures clarity and fair cost distribution across the board.

C. Force Majeure Clause

Events beyond our reasonable scope—natural disasters, civil unrest, or official directives—may halt or delay operations without incurring breach penalties. We resume service promptly once conditions allow, adjusting schedules for any disruptions caused by these unforeseeable circumstances. Customers acknowledge potential timeframe changes or limited access to materials if widespread emergencies restrict normal supply chains. Such protective language upholds fairness, reflecting industry norms under extraordinary scenarios.

We notify Clients regarding new estimated completion targets once viable conditions return. Despite best efforts, substantial force majeure events remain beyond typical contingency planning, precluding liability for extended downtimes. In these instances, partial solutions or deferrals may be the only feasible option, preventing undue property or workforce hazards. Our goal is timely resolution consistent with safe, legal procedures whenever the crisis subsides.

XVIII. CONCLUSION

By engaging Plumber In A Box, the Customer affirms familiarity with and acceptance of these Terms, including disclaimers for mold, excavation risks, older lines, potential liens, surcharges, and new construction provisions. This single Agreement merges all relevant guidelines, ensuring uniform policies for everything from routine repairs to extensive builds. Should any section contradict local statutes or separate contracts, only that precise portion is overridden, while the rest remains binding. We appreciate your choice to partner with us and stand ready to deliver professional, code-compliant plumbing support under the obligations outlined above.

Upon approving work or signing related documents, the Customer verifies their legal capacity and willingness to abide by all clauses. These Terms constitute the entire agreement between both parties, barring oral modifications or unstated warranties. We encourage direct inquiries before commencing if any detail requires further clarification. Maintaining transparent, consistent conditions allows us to uphold high standards and a seamless project experience for every Customer.

‍