Terms of Trade & Refund Policy
Mage & Phoenix Pty Ltd | ABN: 90 674 768 337 Trading as Stag Plumbing (incorporating Stag Hot Water)
Effective Date: April 2026 | Version 1.1 Applies to all goods and services supplied by Mage & Phoenix Pty Ltd trading as Stag Plumbing.
IMPORTANT — PLEASE READ BEFORE ACCEPTING A QUOTE
By accepting a quote, making payment, requesting attendance, or confirming a booking with Stag Plumbing, you agree to be bound by these Terms of Trade.
These terms are designed to be fair, transparent, and compliant with the Australian Consumer Law. Nothing in these terms limits or excludes any right or guarantee you have under law.
If you have any questions before accepting, please contact us on 1300 031 404 or office@stagplumbing.com.au before proceeding.
A. PARTIES & SCOPE
A.1 These Terms of Trade govern all supply of goods and services by Mage & Phoenix Pty Ltd ABN 90 674 768 337 trading as Stag Plumbing and Stag Hot Water (the Company, we, us, our) to any person, business, or entity who requests, books, or accepts services or goods from the Company (the Customer, you, your).
A.2 These terms apply to all services including but not limited to:
Hot water unit supply and installation
Same-day and scheduled replacement services
Plumbing maintenance, repairs, and emergency works
Gas, water, drainage, and related plumbing services
Any other quoted plumbing or trade services undertaken by the Company
A.3 The Company's current primary focus is hot water unit replacement and installation under the Stag Hot Water brand. These terms apply to all services undertaken, whether under the Stag Plumbing or Stag Hot Water trading name.
A.4 By accepting a quote, making payment, requesting attendance, or booking works, the Customer acknowledges that they have read and understood these Terms of Trade.
B. DEFINITIONS
ACL — Australian Consumer Law as contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth), as amended from time to time.
BPC — Building and Plumbing Commission (Victoria), which replaced the VBA from 1 July 2025 as the regulator of building and plumbing industries in Victoria.
Booking Confirmation — Written or electronic confirmation (including SMS, email, or payment receipt) that the Customer's booking has been accepted and payment received by the Company.
Business Day — Monday to Friday, excluding Victorian public holidays and the period from 22 December to 10 January inclusive.
Company — Mage & Phoenix Pty Ltd ABN 90 674 768 337 trading as Stag Plumbing and Stag Hot Water.
Consumer Guarantee — A guarantee applying to the supply of goods or services under Chapter 3, Part 3-2 of the ACL, as applicable.
Customer — Any person, business, or entity that accepts a Quote, makes payment, or books services with the Company.
Finance Provider — A third-party financier approved by the Company, including but not limited to Zip Pay (ZipMoney Payments Pty Ltd ABN 58 164 440 993) and Ausloans Finance Group, through which a Customer may elect to fund payment.
Fixed Price Quote — A written or verbal quotation provided by the Company specifying the total price payable for a defined scope of supply and installation.
GST — Goods and Services Tax as defined under A New Tax System (Goods and Services Tax) Act 1999 (Cth).
Plumbing Regulations — The Plumbing Regulations 2018 (Vic) and any successor regulations, as administered by the BPC.
Quote — A Fixed Price Quote issued by the Company to the Customer for a specified scope of works, including supply and installation.
Services — All plumbing, gas, drainage, hot water, and related services supplied or to be supplied by the Company under these Terms.
Site — The property or premises at which Services are to be performed.
Unforeseen Conditions — Conditions at the Site that could not reasonably have been identified from the information available at the time of quoting, including but not limited to concealed defects, hazardous materials, non-compliant existing installations, and unsafe access.
Variation — Any additional works required outside the agreed scope of a Fixed Price Quote, separately priced and agreed by the parties before the additional works are carried out.
Works — All supply, installation, commissioning, and associated works to be carried out by the Company under an accepted Quote.
1. PAYMENT — PREPAYMENT MODEL
1.1 Full payment is required before the commencement of any Works. No booking is confirmed, no stock is allocated, no materials are ordered, and no technician is scheduled until payment has been received and cleared by the Company.
1.2 This prepayment model exists because, upon receipt of payment, the Company may immediately incur costs including:
Reserving, sourcing, or collecting product and materials
Allocating technician time, vehicle capacity, and labour scheduling
Declining other bookings to reserve the Customer's time slot
Preparing fittings, flushing components, and loading vehicles
Administration, processing, and compliance costs
1.3 The prepayment model enables the Company to offer fixed transparent pricing, same-day service, no callout fees, and no travel charges — advantages which are only possible because costs are recovered upfront.
1.4 Payment may be made by credit card, debit card, bank transfer, or approved Finance Provider (including Zip Pay and Ausloans Finance Group). All prices are inclusive of GST unless otherwise stated.
1.5 Where payment is made through a Finance Provider, the financial agreement is between the Customer and that provider. The Company remains responsible solely for supplying the agreed goods and services under the accepted Quote.
1.6 The price stated in the Quote is the price the Customer pays for the agreed scope. No callout fee, travel charge, or arrival charge is added unless expressly stated in the Quote or a separately agreed Variation.
2. AUSTRALIAN CONSUMER LAW — CONSUMER GUARANTEES
2.1 Nothing in these Terms of Trade excludes, restricts, or modifies any right or remedy available to the Customer under the Australian Consumer Law. Any term that is inconsistent with the ACL is void to the extent of the inconsistency.
2.2 Under the ACL, the Company guarantees that:
Services will be provided with due care and skill
Services will be fit for the purpose for which they are supplied
Goods supplied will be of acceptable quality, match their description, and be fit for purpose
The Customer will have title to goods supplied
2.3 Where goods or services fail to meet a Consumer Guarantee, the Customer is entitled to the remedies prescribed by the ACL, which may include repair, rectification, replacement, or refund depending on the nature and severity of the failure.
2.4 A major failure is one that would have prevented the Customer from entering the contract if they had known about it, or which is substantially unfit for purpose and cannot be rectified within a reasonable time. A minor failure is one that can be rectified.
2.5 The Company does not limit its liability for a major failure under the ACL. The Customer's ACL rights are preserved in full.
3. CANCELLATION, RESCHEDULING & REFUNDS
3.1 Once a booking has been confirmed and payment received, the following cancellation schedule applies, subject always to the Customer's rights under the ACL:
More than 24 hours before scheduled attendance — Up to $250 administration fee. Balance refunded less fee and any supplier restocking or handling charges incurred.
2 to 24 hours before scheduled attendance — Up to $750. Balance refunded less fee, actual supplier charges, and scheduling costs reasonably incurred.
Less than 2 hours before scheduled attendance — Up to $1,500 or actual losses reasonably incurred (whichever is lower). Any remaining balance refunded where applicable subject to actual costs incurred.
After Works have commenced or materials installed — No refund for completed or installed works. Subject to Consumer Guarantee rights under the ACL.
3.2 The Customer may request to reschedule a confirmed booking by contacting the Company at least 2 hours before the scheduled attendance window. One reschedule per booking will be accommodated without charge where operationally possible. Further rescheduling requests may incur a reasonable reschedule administration fee of up to $150 per occurrence.
3.3 All refunds will be returned to the original payment method used at the time of booking. Refunds are processed within 5 Business Days of the Company approving the refund.
3.4 Where payment was made via Zip Pay, refunds can only be submitted within 180 days of the original transaction date. The Customer acknowledges this limitation and agrees to raise any refund request promptly.
3.5 Where a Customer demonstrates genuine unforeseen circumstances (including medical emergency, bereavement, or natural disaster), the Company may in its absolute discretion offer a reschedule, partial credit, or adjusted commercial outcome. This discretion does not create an obligation or entitlement and is assessed on a case-by-case basis.
3.6 Once a hot water unit, fitting, valve, or other good has been installed, connected, commissioned, or materially integrated into the Site, it cannot be returned or exchanged for change of mind reasons. The Customer's Consumer Guarantee rights under the ACL remain unaffected.
4. WORKMANSHIP & WARRANTY
4.1 Lifetime Workmanship Warranty. The Company provides a lifetime warranty on workmanship for all Works carried out by the Company. This warranty means that if a defect arises directly and solely as a result of the Company's workmanship, the Company will rectify that defect at no charge to the Customer, for the lifetime of the installation at the original Site.
4.2 What the Lifetime Workmanship Warranty covers. The lifetime workmanship warranty applies only to:
Defects in the manner in which the Works were physically carried out by the Company's personnel
Failures in connections, joints, fittings, and installations that are directly attributable to the Company's installation method
Non-compliance with applicable standards that is directly attributable to the Company's workmanship at the time of installation
4.3 What the Lifetime Workmanship Warranty does not cover. The lifetime workmanship warranty expressly does not cover, and no claim may be made under it in respect of:
Fair wear and tear, deterioration, or end-of-life failure of any component, fitting, or appliance
Failure or deterioration of goods, appliances, tanks, elements, valves, or components — these are covered only by the applicable manufacturer's product warranty
Damage, interference, or modification to the Works carried out by any person other than the Company after completion
Damage caused by misuse, neglect, abuse, or failure to maintain the installation in accordance with the manufacturer's or Company's recommendations
Damage caused by abnormal operating conditions including but not limited to water hammer, excessive water pressure, sediment, scale, corrosion from external sources, or chemical contamination of the water supply
Damage caused by events outside the Company's control including but not limited to storm, flood, fire, lightning, power surges, acts of nature, or third-party utility failures
Pre-existing defects, non-compliant installations, or conditions that were present at the Site prior to the Company's Works and outside the agreed scope
Issues arising from the Customer's failure to follow maintenance recommendations or service intervals specified by the manufacturer or the Company
Normal expansion, contraction, or movement of materials and fittings under standard operating conditions
Consequential damage to property, contents, or other systems arising from a failure that is not directly attributable to the Company's workmanship
4.4 Claim assessment process. Where a Customer believes a defect has arisen due to the Company's workmanship, the following process applies:
The Customer must notify the Company in writing (including by email to office@stagplumbing.com.au) as soon as practicable after the defect is identified, describing the nature of the issue
The Company will arrange an attendance to inspect and assess the alleged defect within 5 Business Days of notification
The Company will carry out a reasonable assessment to determine whether the defect is attributable to the Company's workmanship or to another cause
Where the Company determines the defect is not attributable to its workmanship, the Company will provide the Customer with a written explanation of its findings
Where the defect is confirmed as attributable to the Company's workmanship, it will be rectified at no charge to the Customer
Where the defect is found to be attributable to another cause, the Company may provide a separate quote to rectify the issue at the Customer's cost
4.5 Dispute of assessment. Where the Customer disputes the Company's assessment of a warranty claim, the Customer may:
Request that the Company provide its findings in writing
Seek an independent assessment from a licensed plumber at the Customer's cost
Refer the matter to the Building and Plumbing Commission (BPC) for assessment
Refer the matter to Consumer Affairs Victoria or VCAT if the dispute cannot be resolved
The Company will cooperate fully with any reasonable independent assessment or regulatory inquiry.
4.6 Warranty is non-transferable. The lifetime workmanship warranty applies to the original Customer and the original Site only. It does not transfer to subsequent property owners, tenants, or any third party, and does not apply where the installation has been relocated or modified by any party other than the Company.
4.7 Maintenance obligation. The Customer acknowledges that the lifetime workmanship warranty is conditional on the installed appliance and associated components being maintained in accordance with the manufacturer's recommended service intervals and the Company's reasonable post-installation guidance. Failure to maintain the installation does not automatically void the warranty but may be taken into account in assessing whether a defect is attributable to workmanship or to lack of maintenance.
4.8 Product warranty — separate to workmanship warranty. Manufacturer warranties apply to all supplied goods and appliances in accordance with the manufacturer's terms and conditions. The Company's lifetime workmanship warranty is entirely separate from and does not extend or supplement the manufacturer's product warranty. Where a failure is attributable to the appliance or component rather than the installation, the applicable remedy is under the manufacturer's warranty or the Australian Consumer Law, not the Company's workmanship warranty.
4.9 Compliance certification. For regulated plumbing works, the Company will issue a Certificate of Compliance (and, where applicable, a Certificate of Electrical Safety) within 5 Business Days of completion, as required by the Plumbing Regulations 2018 (Vic).
4.10 Insurance. The Company maintains public liability insurance and the compulsory Consumer Protection Liability (plumbing warranty) insurance required by the applicable Ministerial Order in Victoria. Customers may contact the BPC to verify the Company's insurance currency and registration status.
5. FIXED PRICING & VARIATIONS
5.1 The price in the accepted Quote is the total price the Customer pays for the agreed scope, inclusive of GST. No separate callout fee, travel charge, or hidden extras are added unless expressly stated in the Quote or agreed as a Variation.
5.2 Fixed pricing is based on the scope described in the Quote and on the reasonable assumptions available at the time of quoting. Pricing may need to be revised if the Site conditions or scope differ materially from what was represented or reasonably anticipated.
5.3 Where additional works are identified as required outside the agreed scope, the Company will notify the Customer, provide revised pricing before proceeding where reasonably practicable, and obtain the Customer's agreement before commencing Variation works.
5.4 The Company will not proceed with Variation works without the Customer's agreement unless immediate action is required to prevent risk to safety, property, or compliance with applicable law.
5.5 Where a different product or configuration is agreed to be more appropriate on attendance, the Company will adjust the price by crediting or charging the difference.
6. UNFORESEEN SITE CONDITIONS
6.1 The Company's pricing is based on standard replacement conditions. Additional works and revised pricing may be required if Unforeseen Conditions are identified on attendance, including:
Presence of asbestos, hazardous materials, or contamination
Unsafe or non-compliant electrical supply to the appliance
Inaccessible, enclosed, or confined appliance locations
Concealed leaks, corrosion, or damaged pipework
Non-compliant existing gas or water installations
Structural restrictions or access limitations
Roof access safety requirements
Water damage or pre-existing property defects
6.2 Where Unforeseen Conditions are identified, the Company will explain the issue and provide revised pricing before proceeding where reasonably practicable.
6.3 Where Unforeseen Conditions present an immediate safety risk, the Company may take necessary precautionary measures without prior Customer approval to protect persons and property.
7. GAS INSTALLATIONS & SAFETY COMPLIANCE
7.1 For all gas appliance installations, the Company is required to inspect, test, and assess the existing gas installation and confirm compliance with applicable safety and legal requirements before and after installation.
7.2 Where deficiencies are identified in the existing gas installation, additional works may be required before the installation can safely proceed, including gas line upgrades, regulator replacement, pipe sizing corrections, leak rectification, and ventilation or flue compliance corrections.
7.3 Safety and legal compliance take priority over speed of installation. The Company will not install a gas appliance where doing so would create a safety risk or result in a non-compliant installation.
7.4 Additional compliance works identified will be separately priced and agreed before proceeding where reasonably practicable.
8. SITE ACCESS & CUSTOMER OBLIGATIONS
8.1 The Customer must ensure safe and reasonable access to the Site and the work area at the agreed attendance time, including:
Ensuring the property is accessible and unlocked
Ensuring the work area is clear and safe
Restraining or removing animals from the work area
Ensuring a responsible adult is present where required
Disclosing any known site hazards, access restrictions, or existing defects
8.2 The Customer represents that they are the property owner or have the legal authority to authorise the Works. Where the Customer is a tenant, the Customer warrants that they have obtained the landlord's approval for the Works.
8.3 If the Company attends the Site and cannot gain access or cannot safely perform the Works due to matters within the Customer's control, a failed attendance fee of up to $350 may apply.
8.4 Where repeat attendance is required due to customer-caused delays or incomplete property preparation, reasonable return attendance fees may apply.
9. SUPPLY & INSTALL POLICY — CUSTOMER-SUPPLIED GOODS
9.1 The Company operates on a supply and install only basis. For quality control, warranty integrity, compliance, and liability reasons, the Company does not install goods supplied by the Customer unless expressly agreed in writing by a director of the Company prior to commencement.
9.2 Where an exception is expressly agreed in writing, the Company's workmanship warranty will cover the installation only and will not extend to the performance, durability, or fitness of the Customer-supplied goods.
10. HAZARDOUS MATERIALS
10.1 If asbestos, hazardous materials, contamination, or other dangerous conditions are identified during Works, the Company will cease work in the affected area immediately.
10.2 Works will not recommence in the affected area until the hazard has been safely addressed by a suitably qualified specialist.
10.3 The Customer acknowledges that delays, specialist contractor costs, and revised pricing may result from the identification of hazardous materials.
11. PAYMENT DISPUTES & CHARGEBACKS
11.1 The Customer agrees to contact the Company directly to raise any concern or request for refund before initiating a chargeback or complaint with a Finance Provider or external body.
11.2 The Company will endeavour to respond to and resolve any concern raised directly within 2 Business Days of receipt.
11.3 Where the Company has validly supplied goods or services in accordance with an accepted Quote and the Customer initiates a chargeback without first contacting the Company, the Company reserves the right to contest the chargeback and provide evidence of supply.
11.4 The Company reserves the right to recover reasonable costs associated with defending a disputed chargeback where the chargeback is found to be without merit, to the extent permitted by law.
12. LIMITATION OF LIABILITY
12.1 Subject to the ACL and to the extent permitted by law, the Company's liability for any failure to comply with these Terms is limited to replacement, repair, or refund of the price paid for the goods or services.
12.2 The Company's liability does not extend to indirect, consequential, special, or economic loss except where such loss arises from a major failure under the ACL.
12.3 The Company is not liable for delays caused by events beyond its reasonable control, including supplier delays, material shortages, weather events, or third-party utility outages.
12.4 The Company is not liable for failures in pre-existing plumbing, gas, or electrical systems that are outside the agreed scope of Works.
13. WEATHER, DELAYS & FORCE MAJEURE
13.1 Where adverse weather conditions create a safety risk or would compromise workmanship quality, the Company may postpone Works and reschedule at the next available suitable time.
13.2 No liability is accepted for reasonable delays caused by weather events, emergency circumstances, or events beyond the Company's reasonable control.
13.3 The Customer will not be charged cancellation fees for delays or postponements caused by weather or other events beyond the Company's control.
14. PRIVACY & DATA
14.1 The Company collects Customer personal information for the purpose of providing Services and processing payments.
14.2 The Company handles personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles. Customer information is not shared with third parties except where required for service delivery or required by law.
14.3 Customers may request access to or correction of their personal information by contacting the Company at the details below.
15. GOVERNING LAW & DISPUTE RESOLUTION
15.1 These Terms of Trade are governed by the laws of Victoria, Australia.
15.2 The parties agree to first attempt to resolve any dispute by direct negotiation in good faith. Where direct negotiation fails, either party may refer the matter to:
Consumer Affairs Victoria (for residential consumer disputes)
The Building and Plumbing Commission (for plumbing workmanship or compliance disputes)
The Victorian Civil and Administrative Tribunal (VCAT)
The Credit and Investments Ombudsman (for Finance Provider related disputes)
15.3 If any provision of these Terms is found to be invalid or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.
16. GENERAL PROVISIONS
16.1 These Terms of Trade, together with the accepted Quote, constitute the entire agreement between the parties in respect of the Works.
16.2 Failure by the Company to enforce any provision of these Terms does not constitute a waiver of that provision.
16.3 The Company may update these Terms from time to time. Updated Terms will apply to bookings made after the updated Terms are published.
16.4 Acceptance of a Quote by electronic means (including email confirmation, SMS confirmation, or online payment) constitutes valid acceptance of these Terms of Trade.
17. COMPANY CONTACT DETAILS
Mage & Phoenix Pty Ltd trading as Stag Plumbing ABN: 90 674 768 337 BPC Registration: 102763 Phone: 1300 031 404 Email: office@stagplumbing.com.au Website: www.stagplumbing.com.au Office Hours: Monday to Friday, 9:00am – 5:00pm AEST
Version 1.1 — June 2026