--- title: "Questions before you call a plumber" description: "Answers about prices and the call-out fee, emergencies, water heaters, drains and sewer lines, our warranty, booking, commercial work, and service areas." url: "https://plumbo-astro.pages.dev/faq/" --- # Questions before you call a plumber > Answers about prices and the call-out fee, emergencies, water heaters, drains and sewer lines, our warranty, booking, commercial work, and service areas. ## Prices and the call-out fee ### Is there a call-out fee? Yes. A visit starts with a $89 call-out and diagnostic fee. It covers the trip, finding the cause, and a written price for the repair. If you go ahead with the repair on the same visit, the fee is credited against it. ### Do I get a price before the work starts? Yes. The technician gives you a written, upfront price after the diagnosis, and no work starts until you approve it. The price does not go up if the job takes longer than expected. ### Can you give me a price over the phone? For common jobs, such as a running toilet or a water heater swap, we give a price range on the phone or from photos you send. The [instant estimate](/pricing/#estimate) shows typical prices. The final price is confirmed in writing on site. ### Do you offer financing? Yes, for larger jobs such as a water heater replacement, a repipe, or a sewer line repair. Financing is offered by a third-party lender and is subject to its approval. Current offers are on the [specials page](/specials/). ### Which payment methods do you take? Credit and debit cards, and bank transfer, when the job is complete. Commercial accounts are invoiced monthly. ## Emergencies ### What counts as a plumbing emergency? Water you cannot stop, a burst pipe, sewage backing up into the house, no water at all, or a leaking water heater. If you are not sure, call: the dispatcher tells you whether it can wait. More on the [emergency page](/emergency/). ### Do you answer at night and at weekends? Yes. The emergency line answers 24 hours a day, every day. Outside standard hours the call-out fee is $189, and the dispatcher tells you that before a technician is sent. ### What should I do while I wait? Turn off the main shut-off valve, usually where the water line enters the house or next to the water meter. Switch off the power or gas to the water heater if it is leaking. Move valuables away from the water and take photos for your insurer. ### How fast can a technician get here? For an emergency, usually within 90 minutes in our service areas. The dispatcher gives you an arrival estimate on the phone and we text you when the technician is on the way. ## Water heaters ### Should I repair or replace my water heater? A tank that is leaking from the bottom needs replacing. A heater that is under about 10 years old with a faulty thermostat, element, or valve is usually worth repairing. The technician shows you both prices before you decide. ### Do you install tankless water heaters? Yes. We size the unit to your home, check the gas line or electrical supply, and handle the permit. See [tankless water heaters](/services/tankless-water-heaters/) for what the swap involves. ### How often should a water heater be flushed? Once a year in most homes, more often with hard water. A flush clears sediment and lets us check the anode rod. It is included in our [maintenance plans](/pricing/#plans). ## Drains and sewer ### Why does my drain keep clogging? Usually grease, hair, or wipes building up past the P-trap, or tree roots in the sewer line. If a drain clogs again within weeks, a camera inspection finds the cause instead of clearing the same blockage twice. ### What is a sewer camera inspection? We run a waterproof camera through the sewer line and show you the footage on a screen. It finds roots, cracks, and sagging pipe, and tells us whether a trenchless repair is possible. ### Do you use chemical drain openers? No. We clear drains with a drain snake or a water jetter. Chemical products can damage older pipes and are dangerous for the technician if the drain is still blocked. ## Warranty and changes ### What if the repair doesn't hold? Our labour is guaranteed for 1 year. If a repair we made fails in that time because of our work, we come back and fix it, free. How to claim: [our guarantee](/guarantee/#claim). ### Are parts covered too? Yes, by the manufacturer's warranty, which passes to you. We register water heaters and other parts with the manufacturer where it allows. Parts you supply yourself are not covered by us. ### How do I reschedule or cancel? Free up to 24 hours before your arrival window. Later cancellations cost $40. Details in the [cancellation policy](/cancellation-policy/). ### What if something gets damaged? Technicians wear shoe covers and put down drop cloths. If something is damaged, tell us within 48 hours, with photos if you can. We repair, replace, or reimburse it under our insurance; see [our guarantee](/guarantee/). ## Booking and the visit ### How far ahead do I need to book? Often the same day or the next day for repairs. Open windows show in the [booking form](/book/). Emergencies go through the phone line, not the form. ### What is the arrival window? Two hours, chosen when you book. You get a text with the technician's name when they are on the way. ### Does someone have to be home? For most jobs, yes, or someone who can show the technician the problem and approve the price. For a known job, such as a planned water heater swap, you can leave access notes in the booking. ### Are your plumbers licensed and insured? Yes. Our plumbers are licensed and every technician is background-checked and covered by our liability insurance. Licences and insurance are listed on [our guarantee page](/guarantee/#credentials). See [how we hire](/about/#hiring). ## Commercial ### Do you work on commercial properties? Yes: offices, restaurants, shops, medical offices, and rental properties. See [industries](/industries/) for the work we do for each. ### Can you work outside opening hours? Yes. We schedule shut-offs and noisy work before you open or after you close, so customers and staff are not affected. After-hours rates are agreed in writing first. ### Do you do backflow testing and grease traps? Yes. We test backflow preventers and file the report with the water authority, and we service grease traps and interceptors on a schedule. ## Service areas ### Do you cover my area? Type your ZIP code in the [area finder](/areas/). Outside those areas we quote a travel fee or point you to someone closer. ### Is there an extra charge for my area? Not inside our service areas: the call-out fee is the same everywhere we work. Outside them, the travel fee is on your written price before we come.