Terms & Conditions

Master Terms of Service and service-specific schedules

ILHoff Group Pty Ltd trading as Splash Point Pool Solutions
ABN 87 699 375 767  |  ACN 699 375 767
info@splashpoint.com.au  |  0466 029 049  |  splashpoint.com.au
Effective 21 September 2026

These Terms apply to Splash Point services and goods. Your accepted quotation or booking identifies which service schedule applies.

1. Parties and agreement

1.1  These terms apply to services and goods supplied by ILHoff Group Pty Ltd ABN 87 699 375 767, trading as Splash Point Pool Solutions (Splash Point, we, us or our), to the person or entity identified in the quotation or booking (Customer or you).

1.2  The agreement consists of the accepted quotation or booking, these Master Terms, every service schedule identified in the quotation, and any written variation. If documents conflict, a written variation prevails, then the quotation, then the applicable schedule, then these Master Terms.

1.3  You accept the agreement by signing or electronically accepting it, replying with approval, paying a deposit, confirming a booking, or authorising us to begin work after being given access to the terms.

2. Scope, estimates and exclusions

2.1  We will perform the work described in the quotation with due care and skill. Anything not expressly included is outside scope.

2.2  A quotation is open for 30 days unless stated otherwise. An estimate is an informed indication only; the final price may change where actual labour, materials or site conditions reasonably differ, but we will seek variation approval before material additional work where practicable.

2.3  Unless expressly included, our work does not include excavation, concrete cutting, structural engineering, building or barrier certification, electrical work, regulated plumbing work, asbestos assessment or remediation, landscaping reinstatement, water replacement, chemical recovery, or rectification of pre-existing defects.

2.4  We may use employees, suppliers and appropriately qualified subcontractors. Work requiring a licence will be performed or certified by an appropriately licensed person where required by law.

3. Customer authority and responsibilities

3.1  You confirm that you own the property or have authority from the owner to engage us and permit the work. If you act for an owner, strata body, tenant or business, you must disclose that capacity.

3.2  You must provide safe, timely access to the site, pool and equipment; disclose known hazards, fragile surfaces, underground services, prior repairs and relevant defects; secure pets; supervise children; and ensure an adult decision-maker is contactable.

3.3  You must identify known or suspected underground utilities, irrigation, drainage, cables, pipe routes and concealed structures. We do not warrant the accuracy of customer-supplied plans or third-party information.

3.4  Unless included in scope, you remain responsible for water level, ongoing chemical balance, pool supervision, safety barriers, statutory compliance, and promptly acting on urgent safety or equipment recommendations.

3.5  If the site is unsafe, inaccessible or materially different from what was disclosed, we may pause or reschedule the work and propose a reasonable variation. Any fee will reflect loss or cost reasonably incurred, not operate as a penalty.

4. Site conditions and pre-existing damage

4.1  Pool systems may contain aged, brittle, corroded, incorrectly installed or already-failing components. Diagnostic or isolation work can reveal an existing weakness. Splash Point is not responsible merely because an existing defect becomes apparent during properly performed work.

4.2  Before work, we may photograph or record observable condition. You should identify special finishes, recently repaired areas, concealed waterproofing, fragile paving and items requiring particular care.

4.3  We remain responsible to the extent loss is caused by our failure to exercise due care and skill or another liability that cannot lawfully be excluded.

5. Price, GST and payment

5.1  Prices are inclusive of GST unless stated otherwise. The quotation will identify any deposit and payment milestones.

5.2  Unless the quotation states otherwise, equipment or materials purchased through the website or an email quotation must be paid in full before installation or associated work is booked. Service work that does not require upfront equipment procurement, including leak detection, pressure testing, handovers and health checks, is payable on completion.

5.3  If an undisputed amount remains overdue, we may give written notice and suspend further work. We may recover reasonable external collection costs actually incurred, to the extent permitted by law.

5.4  You must raise any genuine invoice dispute promptly and pay the undisputed portion by the due date.

6. Variations

6.1  A variation may be required because of concealed conditions, inaccurate information, changed instructions, safety requirements, unavailable parts or additional faults discovered after work begins.

6.2  We will describe the change, price or charging basis, and likely timing and seek written approval before proceeding, except for urgent work reasonably necessary to prevent imminent injury or material property damage where you cannot be contacted. Any urgent charge must be reasonable and documented.

6.3  A text message or email approval is sufficient. You must not rely on additional work being included unless it is recorded.

7. Bookings, delay and cancellation

7.1  Dates are estimates unless expressly guaranteed. Weather, unsafe conditions, supplier delays, access problems and events beyond reasonable control may require rescheduling. We will communicate material delays and perform within a reasonable time.

7.2  You may cancel or reschedule by giving at least 24 hours' notice. If less than 24 hours' notice is given, a late-cancellation fee of up to $100 may apply, but only to the extent it reasonably reflects loss or costs incurred, including committed labour, travel and non-returnable items. We may waive the fee where reasonable in the circumstances.

7.3  If we cancel and cannot reasonably reschedule, we will refund amounts paid for work or goods not supplied, subject to rights and obligations under the Australian Consumer Law.

7.4  Custom-ordered goods may not be returnable for change of mind once ordered, but this does not affect rights relating to faulty, unsafe, misdescribed or unsuitable goods under the Australian Consumer Law.

8. Goods, title, risk and manufacturer information

8.1  Goods we supply will correspond with their description and carry all non-excludable consumer guarantees. Product images and performance information may come from manufacturers and are subject to site compatibility and operating conditions.

8.2  Risk in installed goods passes when installation and commissioning are complete. Risk in goods delivered without installation passes on delivery to you or your nominated recipient.

8.3  To the extent permitted by law, ownership of goods does not pass until the invoiced price for those goods is paid in full. This clause does not permit unsafe or unreasonable removal of installed equipment and is subject to applicable law.

8.4  Manufacturer warranties are additional to, and do not replace, consumer guarantee rights. Contact us first where we supplied the goods; we will not direct you to a manufacturer as a substitute for our legal responsibilities.

9. Customer-supplied goods

9.1  If you supply equipment or parts, you are responsible for their selection, completeness, authenticity and condition unless we expressly agree to assess them. We may refuse to install equipment that is unsafe, incompatible or not reasonably fit for the proposed installation.

9.2  Our responsibility is limited to the installation work we perform, subject always to non-excludable rights. We are not responsible for defects inherent in customer-supplied goods, but will tell you if we identify an apparent problem.

10. Reports, advice and reliance

10.1  Findings reflect accessible areas, conditions and system behaviour at the inspection time. Unless expressly stated, a report is not a structural, electrical, plumbing, building, barrier, engineering or statutory compliance certificate.

10.2  Reports are prepared for the named Customer for the stated purpose. A third party should not rely on a report without our written agreement because their purpose, risk and instructions may differ.

10.3  Recommendations and cost indications may require further investigation or third-party quotations. You should obtain specialist advice where we recommend it or where regulated work is required.

11. Consumer guarantees and liability

11.1  Nothing in the agreement excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded or limited, including under the Australian Consumer Law.

11.2  Subject to clause 11.1, we are not liable for loss caused by: a pre-existing defect; inaccurate or withheld information; failure to follow written operating or safety instructions; unauthorised third-party work; normal wear; or an event beyond our reasonable control, except to the extent our act or omission contributed to that loss.

11.3  Subject to clause 11.1, neither party is liable to the other for indirect or consequential loss that was not reasonably foreseeable when the agreement was made. This does not exclude reasonably foreseeable loss caused by a failure to comply with a consumer guarantee.

11.4  Where the law permits a remedy for services supplied other than to a consumer to be limited, our liability may, at our option, be limited to supplying the services again or paying the reasonable cost of having them supplied again. This clause does not apply where such limitation would be unlawful or unfair.

12. Safety and emergency conditions

12.1  We may immediately isolate equipment or stop work if we reasonably believe continued operation presents a risk of electric shock, fire, flooding, equipment damage, injury or contamination. We will explain the reason and the next recommended step.

12.2  You must not operate isolated or tagged equipment until an appropriately qualified person confirms it is safe.

13. Intellectual property and records

13.1  You may use reports, photographs and Pool Passport records we supply for the property and purpose for which they were prepared. Our templates, methods, branding and general know-how remain ours.

13.2  We may retain job records for business, insurance, warranty, safety and legal purposes in accordance with our Privacy Notice.

14. Complaints and disputes

14.1  Please notify us promptly at info@splashpoint.com.au with the job address, issue and requested outcome. We will acknowledge the complaint and attempt to inspect or investigate within a reasonable time.

14.2  Before court proceedings, both parties should attempt good-faith negotiation. This does not prevent either party seeking urgent relief or using a regulator, tribunal, statutory complaint process or consumer remedy.

15. General

15.1  The agreement is governed by the laws of Western Australia. Courts and tribunals with jurisdiction in Western Australia may hear disputes.

15.2  If part of the agreement is unlawful or unenforceable, it is to be read down where possible and the remaining provisions continue.

15.3  A failure to enforce a right is not a waiver. Changes must be agreed in writing, except that we may update website terms prospectively; the version accepted for an existing job continues to govern that job unless both parties agree otherwise.

 

Schedule 1 - Leak Detection and Pressure Testing

This schedule applies where the quotation includes leak detection, pressure testing, acoustic investigation, dye testing, camera inspection, line isolation or leak-location marking.

1. Diagnostic purpose

1.1  These services investigate and narrow possible water-loss sources. They do not guarantee that every leak, defect or contributing cause will be identified in a single attendance.

1.2  A pressure-test result indicates system behaviour under the test conditions and for the test duration. Intermittent, temperature-dependent, movement-related, very small or inaccessible leaks may not reproduce.

1.3  A marked location is a professional estimate based on available signals and site conditions, not a guarantee of the exact excavation point or depth. Signal travel, pipe configuration, soil, slab reinforcement, background noise and multiple leaks can affect accuracy.

2. Authority and testing conditions

2.1  You authorise us to operate accessible valves and equipment, isolate nominated lines, introduce test plugs and diagnostic pressure or vacuum within the agreed method, use non-staining diagnostic dye as appropriate, and make non-destructive markings unless the quotation says otherwise.

2.2  You must disclose known fragile, modified or damaged pipework, recent repairs, concealed services, hydrostatic valve issues, groundwater concerns and any instruction from a builder, insurer or manufacturer that may affect testing.

2.3  We may stop or modify a test if readings, visible movement, equipment condition or site circumstances indicate an unreasonable risk.

3. Intrusive work and reinstatement

3.1  Leak detection does not include excavation, cutting, drilling, demolition or reinstatement unless expressly quoted. Separate written approval is required before intrusive work.

3.2  Before intrusive work, underground services must be identified to the extent reasonably practicable. Even after reasonable checks, undocumented or inaccurately located services may exist.

3.3  Unless expressly included, reinstatement excludes exact matching of aged concrete, paving, coatings, tiles, landscaping, paint or other finishes.

4. Results and next steps

4.1  Our report will record the scope tested, material observations, test limitations and recommended next steps. A 'pass' means no reportable loss was detected under those conditions; it is not a permanent warranty against leakage.

4.2  Further staged investigation may be recommended. Charges for additional visits, excavation or repairs require separate approval.

 

Schedule 2 - Equipment Supply and Installation

This schedule applies to pumps, filters, chlorinators, heaters, cleaners, automation, valves, controllers and related pool equipment or components.

1. Selection and compatibility

1.1  Recommendations rely on information available about pool volume, plumbing, power supply, hydraulic configuration, usage and existing equipment. Undisclosed constraints may require a variation or alternative product.

1.2  Performance depends on factors including plumbing condition, flow, water chemistry, ambient conditions, pool cover use, electrical supply, internet or wireless coverage and correct operation. Estimates of heating time, energy use or connectivity are not guarantees unless expressly stated.

2. Installation and other trades

2.1  The quotation must identify included removal, plumbing modification, commissioning and disposal. Electrical connection, regulated plumbing or other licensed work is excluded unless expressly included and carried out by an appropriately licensed person.

2.2  Existing pipework, valves, wiring, switchboards, bonding, earthing, drainage, mounting surfaces or communications infrastructure may require rectification before safe commissioning. We will seek approval for additional work.

2.3  You must provide any Wi-Fi credentials or app-account access needed for commissioning. Third-party cloud services, apps, firmware and networks are controlled by their providers and may change or become unavailable.

3. Commissioning and care

3.1  We will commission included equipment where site conditions allow and provide available operating information. You are responsible for ongoing cleaning, chemical balance, consumables, manufacturer-required maintenance and acting on alerts.

3.2  Moving, modifying or allowing another person to alter installed equipment may affect performance or warranty assessment. This does not remove consumer guarantee rights.

4. Faults and warranty claims

4.1  Notify us promptly with the invoice, fault description and any error codes. We may inspect and test the installation before determining the appropriate remedy.

4.2  Where a fault is caused by an excluded external issue—such as incompatible customer-supplied equipment, pest damage, unauthorised alteration, lightning, water ingress from another source or inadequate power/network infrastructure—reasonable diagnostic attendance may be separately chargeable if disclosed before attendance. This does not apply where the goods or our services fail a consumer guarantee.

 

Schedule 3 - Pool Handovers and Health Checks

This schedule applies to operational handovers, Pool Passport setup, equipment health checks, settings reviews and similar visual or functional assessments.

1. Nature and scope

1.1  The service is a visual and operational assessment of accessible items listed in the quotation or report at the inspection time. It is not a destructive inspection and concealed construction, pipework, wiring and internal equipment components are not assessed unless expressly stated.

1.2  A handover explains normal operation and maintenance based on accessible equipment and available manufacturer information. It is not a substitute for manufacturer instructions, statutory safety requirements, specialist trade advice or ongoing maintenance.

1.3  A health status such as Good, Attention Required or Replace is an informed snapshot, not a guarantee of future lifespan or freedom from latent defects.

2. Express exclusions

2.1  Unless specifically included, we do not certify structural integrity, waterproofing, electrical compliance, plumbing compliance, building approvals, pool barrier compliance, water microbiology or suitability for a property transaction.

2.2  Basic water readings can vary with sampling, recent dosing, weather and circulation. A reading does not establish historic water quality or exclude contamination.

3. Customer action

3.1  You should review the report promptly, follow urgent safety directions, arrange recommended specialist assessment and tell us if a material factual detail is wrong.

3.2  Settings recorded in the Pool Passport are starting recommendations and may need seasonal or usage-based adjustment.

 

Schedule 4 - Fault Finding and General Service

1. Diagnostic work

1.1  Fault finding is staged. The initial attendance covers the time and tests stated in the quotation and may identify that specialist testing, parts or a further visit is required.

1.2  A diagnostic fee is payable for properly performed diagnostic work even if the fault is intermittent, cannot be reproduced, repair is declined or replacement is more economical, unless the service fails a consumer guarantee.

2. Temporary measures and isolated equipment

2.1  Any temporary bypass, setting or workaround will be identified as temporary. You must follow operating limits and arrange permanent rectification within the recommended timeframe.

2.2  Do not reconnect, override or operate equipment we have isolated for safety. Some issues require a licensed electrician, plumber, gas fitter, builder, engineer or manufacturer service agent.

3. Parts and authorisation

3.1  We will not replace material parts outside the approved scope without variation approval, except urgent action allowed under clause 6.2 of the Master Terms.

3.2  Removed parts will be disposed of unless you request retention before completion, subject to safety, warranty-return and environmental requirements.