These terms govern the provision of water damage restoration services by Water Damage BNE (hereafter "Water Damage BNE", "we", "us", "our") to customers in Brisbane, Ipswich and Logan, Queensland, and your use of this website (waterdamagebne.com.au). By engaging us to attend a property or perform work, you agree to these terms.
1. About us
Water Damage BNE provides emergency water extraction, structural drying, flood, storm, sewage, fire and smoke and mould restoration services. Work is carried out by restoration technicians following the IICRC S500 (water damage restoration) and S520 (mould remediation) standards. We hold public liability insurance appropriate to restoration work. Where reinstatement or building work falls within the scope of Queensland building licensing requirements, it is carried out by appropriately licensed contractors.
2. Emergency attendance and assessment
Emergency call-out and assessment, which includes moisture mapping of the affected areas and a written report, may attract a fee in the range published on our pricing page. Where a fee applies, we tell you before we attend. The on-site quote for restoration work is free of charge and without obligation.
By requesting emergency attendance you authorise us to carry out reasonable mitigation work on arrival, such as water extraction and the placement of drying equipment, where delay would cause further damage. We document this work with photos and moisture readings so that it can be included in an insurance claim.
3. Quotes and scope
Quotes are provided in writing after on-site moisture mapping and before restoration work begins, and are valid for 14 days unless otherwise stated. Quoted figures are based on the moisture readings, water category and conditions observable at assessment.
Where the actual scope expands during the work (for example, moisture found inside a wall cavity or under a floor that could not be seen at assessment), we will document the additional damage and provide a written variation before continuing, except where continuing is necessary to prevent further loss.
4. Pricing
Our pricing structure:
- Price ranges are published on our pricing page and apply across Brisbane, Ipswich and Logan without a travel surcharge
- Drying equipment is charged per unit per day for the period the moisture readings show it is required, including daily monitoring and the drying log
- All work is quoted in writing against a documented scope before it starts
- Insurance work is quoted and itemised against the assessed scope of works
All prices are quoted inclusive of GST.
5. Payment
Payment is due on completion of work unless otherwise agreed in writing. Accepted methods:
- Cash
- Credit Card
- EFTPOS
- Bank Transfer
Where your insurer has approved direct billing, we invoice the insurer for the approved scope. You remain responsible for your policy excess and for any work that is not approved by the insurer or falls outside the claim. If a claim is declined or you are not insured, the work is charged to you at the quoted rates.
For larger jobs, deposit and progress payments may be arranged in writing before commencement. Accounts unpaid 30 days after the invoice date may incur interest at the rate stated on the invoice and may be referred to debt recovery.
6. Drying and completion
A drying job is complete when moisture readings in the affected materials match a dry reference area in the same property, verified with calibrated meters and recorded in the drying log. Equipment is removed at that point.
If you ask for equipment to be removed before the drying goal is reached, or switch it off, we will record the readings at that time and are not responsible for damage, mould growth or odour resulting from incomplete drying.
7. Materials and contents
Whether carpet, underlay, flooring, wall linings, cabinetry and contents can be dried in place or must be removed depends on the water category and the extent of saturation. We advise in writing what we recommend removing and why, and we do not remove or dispose of materials without your authorisation except where they present a health hazard and you cannot be contacted. Materials that have contacted Category 3 (black) water are treated as contaminated.
8. Customer obligations
You agree to:
- Provide accurate information about the source of the water, when it started and the property
- Provide reasonable access to the property and affected areas, including power for drying equipment
- Disclose any known asbestos (common in pre-1990 Queensland homes), hazardous materials or unusual building conditions before work begins
- Keep people and pets out of contained or contaminated areas until we advise they are clear
- Leave drying equipment running as placed until we remove it
- Authorise the quoted scope before restoration work proceeds
- Pay invoiced amounts when due
9. Health and safety
Category 3 water and mould-affected areas are handled under containment with appropriate protective equipment. We may restrict access to parts of the property during the work. Where conditions are unsafe to work in, such as unstable structures, live electrical hazards or rising flood water, we may decline or suspend attendance until the hazard is controlled.
10. Cancellations
Scheduled assessments and work can be cancelled or rescheduled at no charge with reasonable notice. Where a crew has already been mobilised to site and the job is cancelled on arrival, reasonable mobilisation costs may be charged, and you will be told the amount before any charge is made.
11. Limitation of liability
To the maximum extent permitted by law, our liability for defective work is limited to re-performing the work or the cost of re-performing it. We are not liable for pre-existing damage, for damage caused by the original water event before our attendance, or for consequential losses including loss of business, loss of rent or loss of use beyond what is covered by our public liability insurance.
Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Competition and Consumer Act 2010 (Cth) or the Australian Consumer Law.
12. Insurance documentation
Where work is performed in response to an insurance event, we provide standard documentation at no additional charge: dated photographs of the damage and the completed work, a moisture map of each affected room, the daily drying log, an itemised quote or invoice and a written scope of works. Additional reports requested by your insurer beyond standard documentation may incur a fee, quoted in advance.
13. Website content
Information on this website, including price ranges and guidance articles, is general in nature and does not replace an on-site assessment. Price ranges are indicative and the cost of any job is confirmed in the written quote.
14. Privacy
Personal information is handled in accordance with our Privacy Policy and the Australian Privacy Principles under the Privacy Act 1988 (Cth).
15. Disputes
If a dispute arises, please contact us first at info@waterdamagebne.com.au so we can attempt to resolve the matter directly. If we cannot reach a resolution, you may contact the Queensland Office of Fair Trading or apply to the Queensland Civil and Administrative Tribunal (QCAT).
16. Governing law
These terms are governed by the laws of Queensland, Australia. Any disputes are subject to the exclusive jurisdiction of the courts of Queensland.
17. Changes to terms
We may update these terms from time to time. The version in effect at the time you engage our services applies to that engagement. The "last updated" date at the top of this page indicates when these terms were most recently revised.
Contact
For questions about these terms:
- Email: info@waterdamagebne.com.au
- Service area: Brisbane, Ipswich and Logan, QLD