90-minute Emergency Guarantee Promotion Terms and Conditions
Last updated: 17 October 2025
1. Introduction
1.1 These Terms and Conditions set out the rules governing Ka Pai Plumbing’s “90-Minute Emergency Guarantee” promotion (the Promotion).
1.2 By booking an emergency call-out under this Promotion, you agree to be bound by these Terms and Conditions.
1.3 Ka Pai Plumbing Limited is the promoter of this Promotion (the Promoter).
2. Promotion Period
2.1 The Promotion commences on the 17th October and will continue until withdrawn by the Promoter at its sole discretion.
2.2 The Promoter reserves the right to amend, suspend, or terminate the Promotion at any time without prior notice.
3. Eligibility
3.1 The Promotion is open to residential customers located within Ka Pai Plumbing’s standard emergency service area, which includes Porirua, Wellington and the Hutt Valley (the Service Area).
3.2 The Promotion applies only to emergency call-outs booked directly with Ka Pai Plumbing via telephone, email, or through the official website www.kapaiplumbing.co.nz.
3.3 Commercial properties, body corporate jobs, and works requested through third-party service providers or property managers are excluded unless expressly agreed in writing.
3.4 This Promotion is available only for bookings made during Ka Pai Plumbing’s designated Emergency Hours, defined as:
(a) Monday to Friday from 5:00 pm to 7:30 am the following day; and
(b) Weekends from Friday 5:00 pm through to Monday 7:30 am.
4. Definition of an Emergency Call-Out
4.1 For the purposes of this Promotion, an Emergency Call-Out refers to same-day urgent plumbing issues scheduled during Ka Pai Plumbing’s designated Emergency Hours, defined as:
(a) Monday to Friday from 5:00 pm to 7:30 am the following day; and
(b) Weekends from Friday 5:00 pm through to Monday 7:30 am.
4.2 Non-urgent, routine, or pre-booked maintenance work is not considered an Emergency Call-Out under these Terms and Conditions.
5. The Guarantee
5.1 If a qualified Ka Pai Plumbing representative is not physically present on site within 90 minutes of the customer’s Booking Confirmation (as defined in Clause 6), the emergency call-out fee will be waived in full.
5.2 All other charges, including labour, materials, and parts supplied, remain payable in accordance with Ka Pai Plumbing’s standard rates and terms of trade.
6. Booking Confirmation and Timing
6.1 The 90-minute timer begins at the time Ka Pai Plumbing provides verbal or written confirmation of your booking via phone, text message, or email (the Booking Confirmation).
6.2 If a customer cannot be contacted, or provides incorrect or incomplete details (including address, access information, or contact phone number), the timer will not commence.
6.3 Ka Pai Plumbing uses GPS-tracked vehicles and job-management systems to verify arrival times. The Promoter’s records shall be conclusive for the purpose of determining whether the 90-minute window has been met.
7. Exclusions
7.1 The Guarantee does not apply in the following circumstances:
(a) The property is outside the defined Service Area;
(b) Road closures, traffic incidents, severe weather events, civil emergencies, or other circumstances beyond the Promoter’s reasonable control;
(c) Unsafe or restricted site access;
(d) The customer declines the next available plumber or requests a later arrival time;
(e) The customer fails to provide timely access upon the plumber’s arrival; or
(f) The emergency call-out is cancelled or rescheduled by the customer.
8. Waiver of Fee
8.1 Where Clause 5.1 applies, Ka Pai Plumbing will waive the standard emergency call-out fee (currently $350+GST or 400 + GST depending on your location).
8.2 This waiver has no cash value and cannot be exchanged, transferred, or applied to other services.
9. Liability
9.1 To the maximum extent permitted by law, the Promoter and its officers, employees, and agents shall not be liable for any loss, damage, or expense arising from participation in this Promotion or from any delay, cancellation, or failure to meet the Guarantee due to circumstances beyond its reasonable control.
10. Privacy
10.1 Personal information collected in connection with this Promotion will be handled in accordance with Ka Pai Plumbing’s Privacy Policy, available at www.kapaiplumbing.co.nz/privacy.
10.2 Information may be used to contact customers regarding their booking and to verify eligibility for the Promotion.
11. General
11.1 Participation in this Promotion constitutes acceptance of these Terms and Conditions.
11.2 All decisions made by Ka Pai Plumbing regarding eligibility, timing, or interpretation of these Terms and Conditions are final and binding.
11.3 These Terms and Conditions are governed by the laws of New Zealand.