Transparency Statement

Effective Date: 14 September 2026

At Plumber-Plumbers.co.za, we believe customers should understand who they are dealing with, how our services are offered, how pricing and quotations work, how customer information is handled, and what customers can reasonably expect from us.

This Transparency Statement explains the principles we aim to follow when presenting information, advertising plumbing services, communicating with customers, issuing quotations, performing work and handling customer concerns.

This statement should be read together with our Terms and Conditions, Privacy Policy, Cookie Policy, Refund and Returns Policy, Installation Policy and Disclaimer.

1. Our Commitment to Clear Information

We aim to provide information that is:

Clear;
Accurate;
Relevant;
Understandable;
Reasonably current; and
Not intentionally misleading.

We endeavour to describe our plumbing services, products and service areas in a way that allows customers to make informed decisions.

2. Who We Are

Plumber-Plumbers.co.za is a website used to promote and facilitate plumbing services, enquiries, quotations, bookings and related services.

Customers may contact us through the communication channels made available on the website.

Where services are performed by employees, contractors, subcontractors or authorised service providers, customer information may be shared with the relevant service provider where reasonably necessary to complete the work.

3. Service Information

We aim to describe plumbing services as accurately as reasonably possible.

Services may include:

Emergency plumbing;
Leak detection;
Burst pipe repairs;
Drain cleaning;
Blocked toilet clearing;
Geyser repairs;
Geyser installations;
Solar geyser services;
Tap and mixer repairs;
Toilet installations;
Pipe repairs;
Appliance plumbing;
Bathroom plumbing; and
General plumbing maintenance.

The exact work required can only be determined after considering the circumstances of the specific property and plumbing system.

4. Quotations

We aim to make quotations clear and understandable.

A quotation may identify:

The work to be performed;
Labour charges;
Materials;
Products;
Call-out charges;
Additional services;
Deposits;
Payment terms; and
Any relevant exclusions.

Where additional work is discovered after a job begins, we aim to communicate this to the customer and obtain approval where reasonably possible before proceeding.

5. Pricing Transparency

We aim to communicate pricing as clearly as reasonably possible.

Prices may vary depending on:

Labour required;
Materials;
Product type;
Access;
Site conditions;
Travel;
Urgency;
Existing plumbing condition;
Additional repairs; and
The actual scope of work.

Where a website price is indicative only, customers should not interpret it as a final quotation unless expressly stated.

6. Call-Out Fees

Where a call-out fee applies, customers should be informed where reasonably possible before the plumber is dispatched.

Call-out fees may cover:

Travel;
Attendance;
Initial assessment;
Diagnostic time; and
Administrative costs.

A call-out fee does not necessarily include the cost of repair work or replacement materials unless specifically stated.

7. Additional Work

Plumbing work often reveals problems that were not visible before work began.

Examples include:

Corroded pipes;
Hidden leaks;
Defective valves;
Non-compliant plumbing;
Damaged drainage;
Excessive water pressure;
Failed fittings; or
Previous poor-quality repairs.

We aim to explain any additional work required and the associated cost before proceeding where practicable.

8. No Hidden Expansion of Scope

We do not intend an accepted quotation to provide unlimited authority to perform unrelated additional work.

Where the scope materially changes, customers should be informed and given a reasonable opportunity to approve the additional work.

9. Products and Materials

Where products or materials are supplied, we aim to provide accurate information regarding the relevant item.

Where possible, customers will be informed if:

A product is unavailable;
A substitute is proposed;
A special-order product is required;
Additional components are necessary; or
A manufacturer warranty applies.

10. Customer-Supplied Products

Where customers supply their own products, we will endeavour to explain any compatibility concerns discovered before or during installation.

We do not control the manufacture, quality or warranty terms of products supplied independently by customers.

11. Advertising

We aim for advertising and promotional material to reflect the services actually offered.

We do not intend to create misleading impressions regarding:

Pricing;
Availability;
Qualifications;
Response times;
Product features;
Service coverage; or
Guaranteed outcomes.

Where phrases such as “emergency service”, “same-day service” or similar wording are used, actual availability remains subject to operational circumstances.

12. Service Areas

We publish service-area information to help customers determine whether assistance may be available in their location.

The presence of a suburb, town or city on the website indicates that services may ordinarily be offered there.

It does not necessarily guarantee immediate availability at all times.

13. Response Times

We endeavour to provide realistic information about response times.

Actual response times may be influenced by:

Existing jobs;
Emergency demand;
Traffic;
Weather;
Distance;
Staff availability;
Supplier delays; and
Access conditions.

Where a material delay becomes known, we aim to communicate it to the customer.

14. Qualifications and Compliance

Where qualifications, registrations, industry memberships or compliance standards are mentioned, we aim to represent them accurately.

Where a particular job requires specialised certification or work outside ordinary plumbing scope, this may need to be handled by an appropriately qualified person.

15. Manufacturer and Supplier Information

Where product specifications, warranty information or installation requirements originate from manufacturers or suppliers, we may rely on information provided by those parties.

We endeavour not to intentionally misrepresent manufacturer information.

16. Website Content

We regularly publish plumbing information intended to help customers understand:

Common plumbing problems;
Repair options;
Installation considerations;
Maintenance requirements;
Products;
Compliance issues; and
When professional assistance may be necessary.

Website content is general and does not replace a site-specific professional assessment.

17. Images

Images may include:

Actual completed work;
Product images;
Manufacturer images;
Illustrative images; or
Representative examples.

Where an image is illustrative rather than an exact representation, customers should rely on the written product description and quotation when making a decision.

18. Customer Reviews

Customer reviews and testimonials may be published where appropriate.

Reviews represent the experiences and opinions of individual customers.

We do not represent that every customer or plumbing job will produce identical results.

19. Reviews and Feedback

We encourage genuine customer feedback.

We do not intend to manipulate reviews by knowingly publishing fabricated customer experiences.

Where we respond to reviews, we aim to protect customer privacy and avoid publishing unnecessary personal information.

20. Online Platforms

Information about Plumber-Plumbers.co.za may also appear on third-party platforms such as:

Google;
Social media;
Business directories;
Advertising platforms; or
Mapping services.

We may not have full control over how third-party platforms display or update information.

21. Sponsored Advertising

Where we use paid advertising, customers may see our business promoted through search engines, social media or other advertising networks.

Paid placement does not affect the customer’s legal rights or change the terms governing the actual service provided.

22. Search Engine Optimisation

Our website may use search-engine optimisation practices to help customers find relevant plumbing information.

This may include:

Service pages;
Area pages;
Structured data;
Descriptive headings;
Internal linking; and
Location-related content.

SEO is intended to improve website discoverability and should not be interpreted as a guarantee of service availability in every location or for every request.

23. Automated and Technology-Assisted Content

We may use software, automation or artificial-intelligence-assisted tools to help with tasks such as:

Drafting website content;
Editing;
Formatting;
Data analysis;
Customer communication preparation; or
Website administration.

Where such tools are used, we remain responsible for reviewing business information before relying on it for operational purposes.

Automated content should not be interpreted as a substitute for a plumber’s physical assessment of a property.

24. Customer Information

We aim to be transparent about how personal information is collected and used.

Our Privacy Policy explains:

What personal information may be collected;
Why it is collected;
How it may be shared;
How long it may be retained; and
What rights customers may have.

25. Cookies and Tracking Technologies

Our Cookie Policy explains how cookies and similar technologies may be used for:

Website functionality;
Analytics;
Security;
Advertising;
E-commerce;
User preferences; and
Performance measurement.

Where required by law, consent mechanisms may be used for optional cookies.

26. Payment Information

Where online or electronic payments are accepted, payment processing may involve:

Banks;
Payment gateways;
Card processors; or
Other financial service providers.

We aim not to request unnecessary sensitive payment information through ordinary email, WhatsApp or website forms.

27. Refunds and Returns

Our Refund and Returns Policy explains how we deal with:

Defective products;
Incorrectly supplied products;
Completed services;
Cancellation;
Special-order goods;
Used or installed products;
Refund processing; and
Customer remedies.

Nothing in that policy is intended to remove statutory consumer rights.

28. Installation Terms

Our Installation Policy explains what is normally included and excluded from an installation.

This is intended to make customers aware of circumstances that may lead to additional work or costs, including:

Existing defects;
Hidden plumbing problems;
Additional pipework;
Access difficulties;
Building work;
Electrical work; and
Non-compliant existing installations.

29. Complaints

We encourage customers to raise concerns directly with us.

Where a complaint is received, we aim to:

Review the relevant job information;
Obtain the customer’s version of events;
Review information from the plumber or technician;
Inspect the work where appropriate; and
Consider a reasonable remedy where one is due.

30. Workmanship Concerns

Where workmanship is questioned, we aim to investigate the issue fairly.

The existence of a later plumbing problem does not necessarily mean that previous work was defective.

We may need to determine whether the issue resulted from:

Our workmanship;
A defective product;
Existing plumbing;
A third party;
Excessive pressure;
Municipal infrastructure; or
Another independent cause.

31. Third-Party Service Providers

Where third parties assist us with:

Plumbing work;
Product supply;
Delivery;
Payment processing;
Hosting;
Advertising;
Analytics;
Accounting;
Legal services; or
IT services,

we aim to use such services only where reasonably necessary for legitimate business purposes.

32. Conflicts of Interest

Where reasonably relevant, we aim to avoid presenting third-party recommendations as independent where there is a commercial relationship that materially affects the recommendation.

Product selection may sometimes depend on supplier availability, compatibility, manufacturer support or customer preference.

33. Supplier Relationships

We may purchase products and materials from plumbing suppliers, wholesalers and manufacturers.

The choice of product may be influenced by:

Suitability;
Availability;
Price;
Warranty;
Compatibility;
Customer preference; and
Technical requirements.

We do not represent that a product is necessarily the only suitable option merely because it is supplied by us.

34. Referral Arrangements

Where a job requires a specialist or another contractor, we may refer customers to an external service provider.

Any independent contractor remains responsible for their own services unless we have expressly contracted to manage that work.

35. Mistakes and Corrections

Despite reasonable care, mistakes may occasionally appear in:

Website content;
Quotations;
Product descriptions;
Pricing;
Images; or
Communications.

Where we identify a material mistake, we aim to correct it and communicate the correction where reasonably necessary.

36. Changes to Services

Services, prices, products and service areas may change over time.

Website information may therefore occasionally require updating.

The latest confirmed quotation or written agreement relating to a specific job should be relied upon rather than older general website content.

37. Customer Responsibilities

Transparency also depends on customers providing accurate information.

Customers should disclose relevant information such as:

Known plumbing defects;
Previous repairs;
Access restrictions;
Body corporate requirements;
Hazardous conditions;
Product details;
Existing damage; and
Information that may materially affect the work.

Incorrect or incomplete information may affect a quotation or service outcome.

38. Consumer Protection

We recognise that customers have rights under South African consumer law.

Nothing in this Transparency Statement is intended to:

Remove statutory rights;
Avoid mandatory obligations;
Prevent lawful complaints; or
Restrict remedies that cannot legally be excluded.

39. Responsible Business Practices

We aim to conduct our business in a manner that is:

Professional;
Fair;
Respectful;
Lawful;
Transparent; and
Reasonably accountable.

Where something goes wrong, our aim is to investigate the facts and determine an appropriate response rather than conceal the issue.

40. Changes to This Statement

We may update this Transparency Statement from time to time to reflect:

Changes in our services;
Changes to the website;
Changes in business practices;
Changes in technology; or
Changes in applicable legal requirements.

The latest version published on the website will apply from its stated effective date.

41. Related Policies

For additional information, please read our:

Terms and Conditions;
Privacy Policy;
Cookie Policy;
Refund and Returns Policy;
Installation Policy; and
Disclaimer.

Together, these documents explain the principal terms, privacy practices and service policies associated with Plumber-Plumbers.co.za.

42. Contact Us

If you have questions regarding this Transparency Statement, our services, website information or business practices, please contact us using the contact details published on:

Plumber-Plumbers.co.za

Website: plumber-plumbers.co.za