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Terms & Conditions for Basic, Premium, and Elite Memberships


1. Definitions:

  1. Home: Refers to your place of residence, specifically your private domestic dwelling. It excludes outside areas such as gardens, lawns, outbuildings, borders, and driveways.

  • Workplace: Refers to your place of work, including any building used for commercial purposes under your registered address on Cymatic Plumbing Solutions’ form. It excludes outside areas such as gardens, lawns, outbuildings, borders, and driveways.

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2. Membership Agreement Inclusions


Basic Membership:

  • Priority Service: Priority scheduling is provided, but response times may vary based on demand.

  • 24/7 Customer Helpline: Access to customer support anytime via call, text, or WhatsApp.

  • Access to System: Basic access to your plumbing system, where applicable.

  • Engineering Advice: Basic members can receive expert advice from our engineers during visits.

 

Premium Membership:

  • Priority Service: Priority scheduling with faster response times compared to Basic members.

  • 24/7 Customer Helpline: Access to customer support anytime via call, text, or WhatsApp.

  • Access to System: Enhanced access to your plumbing system, including more complex systems.

  • Engineering Advice: Premium members receive in-depth advice and personalized recommendations from our engineers.

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Elite Membership:

  • Priority Service: Guaranteed same-day or next-day service, with the highest priority for Elite members.

  • 24/7 Customer Helpline: Round-the-clock access to dedicated customer support via call, text, or WhatsApp.

  • Access to System: Full access to all aspects of your plumbing system, including advanced diagnostics.

  • Engineering Advice: Elite members receive priority advice, with access to senior engineers and expert consultations.

 

3. Workmanship Guarantee

  • Basic Membership: All work performed is guaranteed for three (3) months from the completion date.

  • Premium Membership: All work is guaranteed for six (6) months from the completion date

  • Elite Membership: All work is guaranteed for twelve (12) months from the completion date.

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The guarantee is applicable only to work performed by Cymatic Plumbing Solutions or its appointed contractors. It covers any defects due to poor workmanship. Customers must notify us immediately upon discovering a fault.

4. Warranty Exclusions


This warranty does not cover:

  • Fair Wear and Tear: Normal wear and tear of parts.

  • Third-Party Work: Defects arising from work performed by third parties without prior approval.

  • Insurance-Covered Damage: Damage that could be covered under household or similar insurance policies.

  • Accidents or External Factors: Damage caused by accidents, neglect, or external factors beyond our control.

  • Misuse or Tampering: Damage resulting from misuse, tampering, or unauthorized repairs.

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5. Gaining Access to Your Property

  • Access Requirements: It is your responsibility to provide access to your property for scheduled services. If we cannot gain access, we will inform you to reschedule. Failure to provide access after multiple attempts may result in the cancellation of your agreement.

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6. Plumbing Services Coverage


A. Included Services:

  • Basic Membership: Covers basic plumbing repairs and maintenance, including hot and cold water pipes, cold water storage tanks, leaking overflow pipes, standard ball valves, and waste drains within your Home or Workplace.

  • Premium Membership: Covers additional services such as hot water cylinders, immersion heaters, and enhanced drainage services.

  • Elite Membership: Includes comprehensive plumbing services, covering all aspects of your plumbing system, including advanced systems and smart plumbing solutions.

 

B. Excluded Services (Applicable to All Memberships):

  • Repairing or replacing taps and washers, mains cold water stopcock, manholes, treatment systems, and routine drain cleaning.

  • Repairs for lead or steel pipes, decorative garden features, and mechanical pumps.

  • Upgrades to systems, replacement of non-essential parts, or resetting controls.

  • Repairing physical blockages or damage requiring asbestos removal.

  • Offering cash alternatives for repairs or maintenance.

  • Repairs for damage caused by external factors or utility issues.

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7. Agreement Period and Cancellation:

  • Service Coverage: Membership is subject to coverage availability in your area. We will notify you if coverage is unavailable.

  • Period of Agreement: Your agreement remains in effect until canceled by you or by us. You may cancel at any time, with notification required for changes to terms or pricing.

  • Moving Home: If you move, inform us to transfer your agreement to your new address.

  • Cancellation: You may cancel your membership after 12 months by contacting us. We may cancel your agreement with reasonable notice or for reasons such as non-payment or misuse of services.

  • Fair Use Policy: We reserve the right to cancel the agreement if the services are misused.

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8. Miscellaneous:

  • Spare Parts: If parts are not immediately available, we will inform you of the next steps.

  • Third-Party Rights: The membership is not transferable to other parties.

  • Health & Safety: Services may be suspended if there are Health & Safety risks, such as hazardous materials or harassment.


For further information or to address any concerns, please contact us at (+1868) 365-2985.

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