Terms & Policies

FERRARO PLUMBING — MASTER OPERATING POLICIES & TERMS OF SERVICE 

1. HOURS, ESTIMATES, CONSULTATIONS & RATES 

• Business Hours: Standard operational hours are Monday through Friday, 8:00 AM to 5:00 PM. 

• Appointments & Cancellations: Cancellations or rescheduling requests must be made at least 24 hours prior to the scheduled appointment time. Cancellations with less than 24 hours' notice or site no-shows are subject to a standard 1-hour labor minimum charge. 

•After-Hours & Emergency Dispatches: Work performed outside standard business hours (nights, weekends, statutory holidays) is billed at 1.5× standard hourly rates ($165.00/hr solo or $285.00/hr 2-man crew; 2.0× on statutory holidays) + a flat $75.00 Emergency Dispatch Fee + materials. A 2-hour minimum charge applies, with all subsequent on-site time billed in 15-minute increments. 

• Quick Price Ranges (Phone/Form): Provided free of charge via phone, text, or our online request form for straightforward repairs and replacements. In-person site assessments for simple jobs are not provided without a booked service call. Phone consultations provide non-binding price ranges. A firm, flat-rate quote will be provided upon on-site assessment and must be approved before work begins. 

• Comprehensive Project Quotes ($120.00): Complex multi-phase renovations requiring extensive site measurements, mechanical line tracing, layout planning, or coordination with third-party contractors require a $120.00 Comprehensive Quote Fee. This fee is credited 100% back to your final invoice upon booking the project with us. 

• Standard Service Calls & Repairs — Solo Tech (8:00 AM – 5:00 PM): Billed at $110.00/hr + a flat $35.00 Administrative & Dispatch Fee + materials at standard trade markup. A 1-hour minimum charge applies, with all subsequent on-site time billed in 15-minute increments. 

• Standard Service Calls & Repairs — Primary 2-Man Crew (8:00 AM – 5:00 PM): Billed at $190.00/hr + a flat $35.00 Administrative & Dispatch Fee + materials at standard trade markup. A 1-hour minimum charge applies, with all subsequent on-site time billed in 15-minute increments. 

• Renovations & Multi-Day Projects (2-Man Crew): Billed on a Time & Materials (T&M) basis at $190.00/hr + materials at standard trade markup, or according to a formally approved Fixed Project Quote. All project estimates require written client approval prior to scheduling and commencement of work. 

• Scope of Labor: Hourly trade rates reflect active, on-site physical trade execution. Arrival and departure times are documented on the final invoice to ensure transparent, increment-based billing. Off-site administrative management and pre-planning outside standard trade intake are built directly into our project rate structure. 

Subcontracted Apprentice Labor (B2B Trade Supply):

• Standalone apprentice labor dispatched to licensed plumbing contractors or general contractors is billed according to the Ontario Skilled Trades Apprentice Wage Scale:

  • 1st-Year Apprentice (50% Scale): $50.00/hr + HST

  • 2nd-Year Apprentice (60% Scale): $60.00/hr + HST

  • 3rd-Year Apprentice (70% Scale): $70.00/hr + HST

  • 4th-Year Apprentice (80% Scale): $80.00/hr + HST

• Subject to a 4-hour daily minimum per dispatch. The hiring contractor provides direct on-site Master/Journeyman supervision, primary site liability coverage, and specialized equipment unless agreed otherwise in writing. Ferraro Plumbing maintains full WSIB compliance and worker's compensation coverage.

• Ferraro Plumbing assumes no liability for workmanship defects, property damage, or project delays resulting from apprentice labor performed under the direction and supervision of a third-party contractor. 

2. FIXTURE LAYOUT, SPECIFICATIONS & SITE ACCESS 

• Layout Sign-Off: Prior to the start of rough-in plumbing, the Client or General Contractor must provide clear, unhindered access to the work area and physically mark all fixture locations (vanities, toilets, shower valves, drains) on site. 

• Piping Placement: Work completed based on standard plumbing code/placement in the absence of written or marked specifications will be deemed accepted. Any subsequent relocation of piping or fixtures requested by the Client will be billed as a Change Order. 

• Site Delays, Meetings & Utility Waits: Standard hourly rates apply for all on-site waiting time caused by delayed site access, lockouts, unready work sites, pre-arranged consultation meetings, municipal curb-stop shut-off delays, or utility locator wait times. 

• Obstructed Access: If site access is obstructed by debris, personal storage, or clutter upon arrival, billable crew time will apply while access is cleared. 

3. CONCEALED CONDITIONS & CHANGE ORDERS 

• Scope Application: Concealed site discoveries apply to all projects, whether billed on a Time & Materials (T&M) basis or under a formally approved Fixed Quote. 

• Concealed Site Discoveries: Unforeseen site conditions requiring additional labor or materials (e.g., plaster/lathe behind drywall, concealed rotted subfloors, legacy galvanized/copper line rerouting, structural obstructions, or unmapped utility lines) are not included in initial baseline quotes or estimates. 

• Hazardous Materials: Discovery of hazardous site conditions (including asbestos insulation, active mold, or biohazard sewage) will result in an immediate stop-work order until properly remediated. Third-party remediation costs are the Client's responsibility. 

• Written Approval Threshold: Any task encountering concealed conditions that will increase the project cost by more than 2 labor hours or $200.00 in materials will be communicated immediately via a written Change Order for client approval prior to proceeding. 

• Valid Forms of Written Approval: Written approval includes digital signatures, emails, and text messages (SMS). A text reply of "APPROVED" or "PROCEED" constitutes a binding approval of the revised scope and cost. 

•For major renovation projects booked in the home, clients are entitled to a 10-day cooling-off period under the Ontario Consumer Protection Act. If the client requests emergency repairs or work to commence within this 10-day window, they waive the right to cancel without compensating Ferraro Plumbing for work already executed and materials supplied. 

4. SITE PREPARATION, DUST & CLEANUP 

• Client Responsibility: Prior to demolition or rough-in work, the Client is responsible for clearing all personal items (toiletries, towels, decor, furniture, storage) from the immediate work zone and adjacent walkways. 

• Drywall & Surface Restoration: Ferraro Plumbing is responsible solely for trade-related plumbing demolition and rough-in work. Drywall replacement, taping, mudding, painting, tile repair, and finished wall or floor restoration sit strictly outside our scope of work and remain the sole responsibility of the Client or General Contractor. 

• Contractor Cleanup: Ferraro Plumbing provides general sweep-clean and shop-vac service for trade-generated debris. While reasonable care is taken, fine dust containment, floor protection beyond the immediate work area, and moving personal items remain the homeowner's responsibility.

• Ferraro Plumbing reserves the right to capture photos and video of the immediate work area before, during, and after service for internal quality control, liability protection, and insurance documentation. 

5. MATERIALS & WARRANTY 

• Customer-Supplied & Existing Fixtures: All customer-supplied fixtures (vanities, faucets, toilets, valves) must be on-site, inspected for defects, and verified complete prior to the installation start date. Ferraro Plumbing is not responsible for project delays, missing components, or product failures resulting from client-supplied or existing materials. 

• No Warranty on Used / Re-used Materials: Ferraro Plumbing provides no warranty whatsoever on used fixtures, re-installed client plumbing, or second-hand materials supplied by the customer. Warranty covers new contractor-supplied materials only. 

• Drain Clearing Exclusion: Drain clearing and auguring services are provided to restore flow at the time of service. Due to unforeseen pipe conditions, root intrusion, structural pipe collapse, or subsequent misuse, drain clearing services carry no warranty once flow is verified on-site. 

• Retention of Title: All materials, fixtures, and equipment supplied and installed by Ferraro Plumbing remain the property of Ferraro Plumbing until the invoice balance is paid in full. 

• Manufacturer Parts vs. Labor: Manufacturer warranties cover replacement parts only according to the manufacturer's terms. Labor required to replace components after Ferraro Plumbing's 1-Year Workmanship Warranty has expired will be billed at standard hourly rates. 

• Pre-Existing Conditions: Ferraro Plumbing is not liable for failures, leaks, or damages resulting from pre-existing deteriorated, corroded, or fragile plumbing systems (such as legacy galvanized piping, brittle poly-B, or corroded shut-off valves) encountered during standard operation. 

•Workmanship Warranty: Ferraro Plumbing provides a 1-Year Workmanship Warranty on labor and new contractor-supplied materials. Modifications, alterations, or repairs made to our installation by third parties void this coverage for the affected scope.

 •Ferraro Plumbing provides NO warranty on the performance, longevity, or failure of customer-supplied fixtures, parts, or materials. Any return visits required to diagnose, repair, or replace faulty customer-supplied items will be billed at our standard hourly service rates. 

6. PERMITS & PAYMENT TERMS 

• Where required, Ferraro Plumbing will obtain necessary municipal plumbing permits on the client's behalf. The cost of permit fees and on-site inspection waiting times are not included in standard quotes and will be added to the final invoice. 

• Deposits & Progress Payments: A standard 30% deposit is required to secure scheduling for multi-day projects. For projects requiring special-order or non-returnable fixtures, 100% of the material cost is required upfront.  Progress payments or final invoice balances are due upon completion of each phase as outlined in the invoice terms. 

• Payment Methods & Overdue Balances: Accepted payment methods include Interac E-Transfer and credit/debit options via QuickBooks Online. Invoices unpaid after their due date are subject to interest at 2% per month (24% per annum). The Client agrees to pay all legal and collection costs incurred to recover overdue balances.

•For standard residential service calls, payment is due in full upon receipt of the final invoice. Net 30 terms are reserved exclusively for approved commercial accounts and B2B contractors.

 •Accepted Payments: We accept exact cash, cheque, and Interac e-Transfer with no additional fees. Credit card payments are subject to a standard 2.5% processing surcharge.