Terms & Conditions

CONSUMER TERMS & CONDITIONS

Version 13

M&M Sales Trust Pty Ltd ABN 63 672 355 032 trading as Fix My Water (FMW)

1. Agreement

All sales, quotes, or orders from FMW are subject to these Terms.

2. Acceptance

By purchasing from FMW, you agree to these Terms.

Contact FMW at 1300 218 303 or support@fixmywater.com.au if you have questions.

3. Buyer Requirements

You confirm you are at least 18 or have guardian permission and can legally agree to these Terms.

4. Key Definitions

• Wholesale Customers: Buy through third parties.
• Retail Customers: Buy direct from FMW.
• Supply Only: FMW supplies products only.
• Supply & Install: FMW supplies and installs products.

5. Prices

Prices include GST and may change without notice. Errors can be corrected. Returns not due to FMW fault may incur a 15% restocking fee.

6. Payment

You agree to pay the stated price when confirming an order.

7. Delivery

FMW will deliver the order to the address you provide. The buyer is to inspect on arrival and report issues immediately.

8. System Maintenance

To maintain optimum performance and water quality it is advisable to flush your system with local chlorinated mains water every 6-12 months for 5-10 minutes. If the system is used for bore water or rainwater etc. a disinfectant may be required in the absence of chlorinated water.

9. FHF-10/20/20UV (10 Years) Warranty FULL HOME FILTRATION MODELS

Covers parts, labour, and shipping across Australia. Registration required within 60 days of installation. You do not need to buy filters from FMW to qualify for this warranty.

• Supply & Install: Includes product and workmanship.
• Supply Only: Installation by others is their responsibility.

10. FHF-UV 20 (10 Years) – Power supply (3 Years)

The FHF-UV 20 system carries a 10-year warranty as per Item 9, but not on the UV Lamp power supply.

The UV lamp power supply warranty is for 3 years from the date of purchase or installation.

UV Lamp Lifespan: The UV lamp provides approximately 9,000 hours of continuous use (~1 year of 24/7 operation) before replacement is required to maintain reliable disinfection.

Power Consumption: Continuous operation uses approximately 2 kWh per day.

CAUTION: UV SYSTEM SAFETY WARNING

Do NOT switch on the UV power supply unless the UV chamber is completely filled with water. Activating the UV system while dry will cause the UV globe (lamp) to overheat and break within seconds

11. Reverse Osmosis RO and Ultra Filtration UF Warranty – (5 Years) For Shower Purifiers – (2 Years)

Covers parts, labour, and shipping across Australia. Registration required within 300 days.

• Supply & Install: Includes product and workmanship.
• Supply Only: Product only. Installation by others is their responsibility.
• Filter changes must in line with the FMW filter change recommendations.

12. Inspection & Claims

Report faults within 7 days of delivery. Keep your invoice. If requested, provide full details about purchase, installation, and fault.

13. Risk & Ownership

Risk passes to you 7 days after delivery. FMW retains ownership until full payment. If unpaid within 7 days, FMW may reclaim products and charge costs.

You give FMW and/or its representatives irrevocable exclusive right to access and enter your property to retrieve the product that has not been paid in full.

14. Extra Work or Cancellation when a plumber is onsite

If extra work is needed during install, FMW will require your approval before proceeding. If declined, a refund is offered (excluding banking/finance fees and or the plumbers call out fee of $250).

15. Liability

FMW’s liability is limited to repair, replacement, or refund under Australian Consumer Law. FMW is not liable for indirect or special losses except where required by law.

FMW systems do not increase water pressure and cannot cause pressure-related damage to existing plumbing or appliances. If a Pressure Reducing Valve (PRV) is not installed when water pressure exceeds 700 kPa, the customer is fully responsible for any resulting leaks, failures, or appliance damage, as most household fixtures are only rated to approximately 500-600 kPa maximum.

16. Warranty

To the maximum extent permitted by law. FMW’s liability and the liability of the customer will not exceed the value of the customer’s order under any circumstances

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Warranty is void if:

• Water >42°C used or not flushed in heat due to possible bacteria growth in water pipes.
• Filters not changed per schedule.
• This warranty does not cover damage from misuse, not being covered by the systems stainless steel cover, incorrect installation, or normal wear and tear.
• Installed incorrectly with supply only installations, tampered with, or neglected.
• If the UV light is turned on without the globe being fully submerged in water – see Caution Note in Item 10

17. Force Majeure

FMW is not liable for delays due to events outside its control.

18. Privacy, Competitions & Promotions

Personal information is handled according to FMW’s Privacy Policy. Competitions, promotions and marketing: see Schedules A and B.

19. General

If any part of these Terms is found to be invalid or unenforceable, that part will be removed and the rest of the Terms will continue to apply. These Terms are governed by the laws of Australia.

20. Insurance for theft only

If either the FHF-10/20/20UV are stolen FMW will replace the system once a written police report has been produced and approved by FMW management. FMW will fully replace the system. This is for a one time only event.

21. Customer Acknowledgement

You confirm you understand:

• Scale-reducing filters help but don’t remove hardness.
• FMW did not claim tap water is unsafe.
• Water pressure may drop in very rare cases.
• Filter changes depend on use and water quality.
• Relocation the warranty still applies to the product only (not plumbing).

Consumable Items

Filters and UV lamps are consumable components and are not covered under Warranty. These items require regular replacement to ensure proper system performance and water quality.

SCHEDULE A – PRIVACY: COMPETITIONS, PROMOTIONS & DIRECT MARKETING

M&M Sales Trust Pty Ltd ABN 63 672 355 032 trading as Fix My Water (FMW)

A1. Competitions, Promotions and Lead Forms

From time to time, FMW may conduct competitions, giveaways, promotions and other marketing campaigns, including through third-party platforms such as Meta (including Facebook and Instagram).

When you enter a competition, giveaway or promotion, FMW may collect personal information you provide, including your name, email address, telephone number, postcode and any other information requested as part of the promotion.

FMW may use this information to:

• administer and conduct the competition, giveaway or promotion;
• verify eligibility and the validity of entries;
• select, contact and verify a winner in accordance with the applicable promotion terms;
• deliver or arrange delivery and installation of a prize;
• communicate with entrants about the promotion;
• respond to enquiries and provide customer service; and
• where the entrant has provided express marketing consent, send information about FMW products, services, offers and promotions.

Personal information collected for a promotion will also be handled in accordance with the FMW Privacy Policy. The FMW Privacy Policy explains how FMW collects, uses, discloses, stores and protects personal information, including information collected through social media platforms and other third-party services.

Where information is collected through a third-party platform such as Meta, that platform may also collect and process information in accordance with its own terms and privacy practices.

A2. Direct Marketing Consent

Where an entry form contains a clear marketing consent statement and an entrant agrees to that statement before submitting the form, the entrant expressly consents to FMW using the contact details provided to send or make direct marketing communications about FMW products, services, offers, promotions and related information.

Depending on the consent provided, FMW may contact an entrant by email, SMS, telephone or other electronic means. For the Fix My Water Giveaway in Schedule B, the marketing consent described in clause B7 forms part of the entry process and is clearly disclosed before the entry is submitted.

Marketing consent continues unless and until it is withdrawn. An entrant may withdraw consent at any time by using an unsubscribe or opt-out facility provided in an electronic message, replying STOP where available, or contacting FMW on 1300 218 303 or support@fixmywater.com.au.

FMW will process unsubscribe and consent-withdrawal requests in accordance with applicable Australian law. Withdrawing marketing consent after a valid entry has been submitted will not invalidate that entry or affect the entrant’s eligibility to win.

A3. Marketing Analytics and Advertising Audiences

Subject to applicable law and the FMW Privacy Policy, FMW may retain information collected through a promotion for administration, record keeping, marketing analytics, audience development and advertising purposes. This may include using permitted information with advertising and technology service providers to measure campaign performance or create or identify advertising audiences with characteristics similar to existing entrants or customers.

FMW will not sell entrants’ personal information to advertisers. Personal information may be disclosed to service providers where reasonably necessary to administer the promotion, communicate with entrants, deliver the prize, operate FMW systems or conduct permitted marketing and analytics activities.

A4. Access, Correction and Privacy Enquiries

Entrants may request access to, or correction of, personal information held by FMW and may contact FMW regarding privacy or marketing preferences at support@fixmywater.com.au or 1300 218 303. Requests will be handled in accordance with the FMW Privacy Policy and applicable Australian privacy law.

SCHEDULE B – FIX MY WATER GIVEAWAY TERMS & CONDITIONS

M&M Sales Trust Pty Ltd ABN 63 672 355 032 trading as Fix My Water (FMW)

B1. Promoter

The promoter of this competition is M&M Sales Trust Pty Ltd ABN 63 672 355 032 trading as Fix My Water (FMW or the Promoter), of 65/2 Millaroo Drive, Helensvale QLD 4212.

Phone: 1300 218 303 | Email: support@fixmywater.com.au | Website: www.fixmywater.com.au

B2. Acceptance of Terms

By entering the Fix My Water Giveaway (the Promotion), entrants agree to be bound by these Terms & Conditions.

The Promotion is a game of chance. Skill plays no part in determining the winner.

B3. Eligibility

Entry is open only to individuals who:

1. are aged 18 years or older at the time of entry;
2. are residents of Queensland or New South Wales, Australia;
3. reside at a residential address within one of the Eligible Postcodes specified in clause B4 at the time of entry and at the time the Prize is awarded; and
4. submit a valid entry in accordance with these Terms & Conditions during the Promotion Period.

Employees and contractors of the Promoter, and members of their immediate families, are not eligible to enter.

People residing elsewhere in Queensland or New South Wales may see or access advertising for the Promotion; however, only residents of the Eligible Postcodes are eligible to enter and win the Prize.

The Promoter may require an entrant, including the provisionally selected winner, to provide reasonable evidence of identity, age and residential address to verify eligibility before awarding the Prize.

B4. Eligible Postcodes

To be eligible to enter and win the Prize, an entrant’s principal residential address must be located within one of the following postcodes:

2480, 2481, 2482, 2483, 2484, 2485, 2486, 2487, 2488, 2489, 2490, 4077, 4078, 4103, 4105, 4106, 4107, 4108, 4109, 4110, 4111, 4112, 4113, 4114, 4115, 4116, 4117, 4118, 4119, 4120, 4121, 4122, 4123, 4124, 4125, 4127, 4128, 4129, 4130, 4131, 4132, 4133, 4151, 4152, 4153, 4154, 4155, 4156, 4157, 4158, 4159, 4160, 4161, 4163, 4164, 4165, 4173, 4184, 4205, 4207, 4208, 4209, 4210, 4211, 4212, 4213, 4214, 4215, 4216, 4217, 4218, 4220, 4221, 4222, 4223, 4224, 4225, 4226, 4227, 4228, 4230, 4270, 4271, 4272, 4275 and 4280.

The postcode provided on the entry form must correspond to the entrant’s genuine principal residential address. The Promoter may request reasonable evidence of residence before awarding the Prize. A person who does not reside within an Eligible Postcode is not eligible to enter or win, even if they submit an entry form.

B5. Promotion Period

The Promotion opens at 12:00 am AEST (Queensland time) on 10 October 2026 and closes at 11:59 pm AEST (Queensland time) on 30 October 2026.

Entries received outside the Promotion Period will not be eligible.

B6. How to Enter

To enter, an eligible entrant must, during the Promotion Period:

1. access an eligible Fix My Water advertisement on Facebook or Instagram containing the Promotion’s Meta lead form;
2. complete the Meta lead form by providing their name, email address, telephone number and postcode;
3. acknowledge or accept these Terms & Conditions and the privacy collection notice presented with the entry form;
4. expressly agree to the marketing consent described in clause B7; and
5. submit the completed lead form.

No purchase is necessary and no entry fee applies. Only one entry per person is permitted. Incomplete, duplicate, fraudulent, automated or otherwise invalid entries may be deemed ineligible by the Promoter.

B7. Marketing Consent

As part of the entry process, entrants expressly consent to FMW using the name, email address and telephone number provided with their entry to communicate with them about the Promotion and to send or make marketing communications about FMW products, services, offers and promotions by email, SMS and telephone.

This consent is intended to be clear and informed and will be presented with the entry form before submission. Marketing communications may continue after the Promotion has ended unless and until the entrant withdraws consent.

Entrants may withdraw marketing consent at any time by using an unsubscribe or opt-out facility in an electronic message, replying STOP where available, or contacting support@fixmywater.com.au or 1300 218 303. Withdrawing marketing consent after a valid entry has been submitted will not invalidate the entry or affect eligibility to win.

FMW will comply with applicable Australian requirements relating to electronic marketing, telemarketing and direct marketing. FMW may retain information collected through the Promotion for lawful administration, record keeping, analytics, audience development and advertising purposes in accordance with Schedule A and the FMW Privacy Policy.

B8. Prize

There is one (1) Prize available. The winner will receive:

• one Fix My Water 3-Way Mixer Tap, with a retail value of $385.00 including GST;
• one Fix My Water Undersink Ultrafiltration (UF) System – 5 Stage, with a retail value of $979.00 including GST; and
• one Fix My Water Shower Purifier, with a retail value of $183.00 including GST.

The total retail value of the Prize is $1,547.00 including GST.

The Prize also includes delivery and standard professional installation arranged and paid for by FMW, as set out in clause B9. Each product carries the standard FMW warranty applicable to that product, as set out in these Terms.

Prize values are based on the Promoter’s retail prices at the commencement of the Promotion and are stated in Australian dollars. The Prize is not transferable or exchangeable and cannot be redeemed for cash, except where required by law.

B9. Delivery and Standard Installation

FMW will arrange and pay for a licensed plumber to carry out standard installation of the Prize at the winner’s eligible residential address.

Standard installation means normal, reasonably accessible residential installation of the UF system and the 3-Way Mixer Tap using the existing suitable plumbing, sink or tap configuration and, where required, an existing suitable power outlet. It does not include unusual or concealed plumbing alterations, new electrical work, cabinetry or benchtop modification, stone cutting, line tracing, structural work, rectification of pre-existing plumbing defects, relocation of services or other work materially outside FMW’s normal installation scope.

The Shower Purifier is a self-install unit and does not require a plumber. FMW will supply it to the winner ready to install alongside the standard installation of the UF system and tap.

Installation will only be carried out at the winner’s residential address if that address falls within one of FMW’s serviceable areas, being the Eligible Postcodes listed in clause B4. Installation is subject to the property being reasonably suitable for installation. The winner must provide reasonable access to the property and obtain any permission or approval required, including permission from the property owner or landlord where the winner does not own the property.

If additional work outside the standard installation scope is reasonably required, FMW will explain the work before it is undertaken. The winner is not required to purchase any additional product or service in order to receive the Prize. Any optional additional work will only proceed if separately agreed by the winner.

B10. Winner Selection

The winner will be randomly selected on 31 October 2026 from all valid and eligible entries received during the Promotion Period.

The draw will take place at the FMW office at 65/2 Millaroo Drive, Helensvale QLD 4212 and will be conducted by the FMW team using an online random selection generator. At least two FMW representatives will be present for the draw, and FMW will retain a record of the eligible entry list and the draw result.

Each valid entry will have an equal chance of being selected. The first valid and eligible entry randomly selected will be the provisional winner, subject to verification of eligibility. If the first entry selected is found to be ineligible, that entry will be disregarded and another valid and eligible entry will be randomly selected.

B11. Winner Notification and Announcement

The winner will be contacted using one or more of the contact methods supplied with their entry, which may include telephone, email or SMS. The Promoter will make reasonable efforts to contact the winner.

FMW may announce the winner using the winner’s first name, surname initial and suburb on FMW’s website, social media channels or other Promotion communications, to the extent permitted by law. FMW will not publish further personal information about the winner unless required by law or the winner separately agrees.

B12. Claiming the Prize and Unclaimed Prize

The provisional winner must claim the Prize within thirty (30) days after FMW first notifies them that they have been provisionally selected. FMW will make reasonable attempts to contact the winner using the contact information supplied with the entry.

If the Prize has not been claimed within that period, or the provisional winner cannot be verified as eligible, FMW may conduct a redraw from the remaining valid and eligible entries, subject to applicable law. Any redraw will be conducted using the same random selection method at the FMW office, and FMW will retain a record of the redraw result.

B13. Verification and Invalid Entries

FMW reserves the right to verify the validity of entries and the eligibility of entrants. The Promoter may disqualify an entrant where the entrant:

1. does not satisfy the eligibility requirements;
2. provides false, misleading or inaccurate information;
3. submits more than one entry;
4. does not genuinely reside within an Eligible Postcode;
5. interferes or attempts to interfere with the fair conduct of the Promotion; or
6. otherwise submits an entry that does not comply with these Terms & Conditions.

Any decision concerning eligibility or disqualification will be made reasonably and subject to applicable law.

B14. Privacy

FMW will collect personal information including an entrant’s name, email address, telephone number and postcode for the purposes of administering the Promotion, verifying eligibility, determining and contacting the winner, arranging delivery and installation of the Prize, communicating with entrants, and conducting marketing, advertising and audience analytics in accordance with the entrant’s consent, Schedule A and the FMW Privacy Policy.

Personal information may be processed or stored using third-party service providers engaged by FMW, including customer relationship management, communications, advertising, analytics and technology service providers. The Promotion uses Meta lead forms on Facebook and Instagram, and information submitted through Meta may also be processed by Meta in accordance with Meta’s applicable terms and privacy practices.

Entrants may contact FMW at support@fixmywater.com.au or 1300 218 303 regarding personal information or marketing preferences.

B15. Facebook and Instagram Disclaimer

This Promotion is in no way sponsored, endorsed, administered by, or associated with Facebook, Instagram or Meta. Entrants acknowledge that information submitted through the Meta lead form is being provided to FMW through the relevant Meta platform.

To the extent permitted by law, entrants release Facebook and Instagram from claims arising from or in connection with the Promotion.

B16. Prize Availability and Substitution

If the Prize or a component of the Prize becomes unavailable for reasons beyond the Promoter’s reasonable control, FMW may, subject to applicable law, substitute the unavailable component with a product of equal or greater value and substantially comparable functionality.

The Promoter will not substitute the Prize in a way that materially disadvantages the winner except where reasonably necessary and permitted by law.

B17. Promotion Disruption

If the Promotion cannot be conducted as reasonably anticipated because of circumstances beyond the Promoter’s reasonable control, including technical failures, unauthorised interference, fraud, platform outages or other circumstances affecting the integrity or proper conduct of the Promotion, FMW may modify, suspend, terminate or recommence the Promotion to the extent permitted by law.

Any such action will be taken reasonably and having regard to the interests of entrants and applicable legal requirements.

B18. Liability

Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights under the Australian Consumer Law.

To the extent permitted by law, FMW is not responsible for loss arising from circumstances outside its reasonable control, including entries that are lost, delayed, corrupted or not received because of technical or communications failures.

B19. General

If any provision of these Terms & Conditions is invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

FMW may amend these Terms & Conditions where reasonably necessary for the proper administration of the Promotion or to comply with applicable law. Where a material change occurs after the Promotion begins, FMW will take reasonable steps to make the amended terms available to affected entrants.

These Terms & Conditions are governed by the laws applicable in Queensland, Australia. Nothing in this clause limits any rights an entrant may have under applicable New South Wales or Commonwealth legislation.

B20. Contact

Questions regarding the Promotion can be directed to: Fix My Water (M&M Sales Trust Pty Ltd ABN 63 672 355 032), 65/2 Millaroo Drive, Helensvale QLD 4212 | 1300 218 303 | support@fixmywater.com.au