Question 1

Do you offer free quotes?

Accepted Answer

Yes — initial quotes are free, with on-site diagnostic inspections available for complex jobs (the fee is credited back if you proceed with us). All standard quotes are free. For straightforward repairs, we can often provide an indicative estimate via our online AI assessment tool or over the phone once you've described or uploaded photos of the issue. For more complex remedial projects — particularly where the source of water ingress is unclear or multiple areas are involved — we conduct a paid diagnostic inspection. This fee is credited in full against the works if you proceed. We believe in transparent pricing: no hidden costs, no surprises, and no pressure to proceed.

Question 2

How quickly can you respond to an urgent leak?

Accepted Answer

For active water ingress causing immediate damage, we aim to be on-site within 24 hours across metropolitan Melbourne, with same-day response available for inner suburbs. For emergencies — water coming through a ceiling, a flooded subfloor, or active ingress near electrical — we treat these as priority call-outs and aim for same-day response in inner Melbourne suburbs including Richmond, Fitzroy, South Yarra, St Kilda, Collingwood, and surrounds, and within 24 hours across all metropolitan Melbourne. Emergency attendance is available 7 days a week. When calling, describe whether the leak is active or intermittent, the location, and whether there is any proximity to electrics — this helps us dispatch the right team with the right equipment on the first visit.

Question 3

What is remedial waterproofing?

Accepted Answer

Remedial waterproofing is the diagnosis and repair of existing waterproofing failures — stripping failed systems back to the substrate, repairing the base, and installing a compliant new membrane system. Remedial waterproofing addresses waterproofing systems that have failed, aged out, or were never correctly installed in the first place. It differs fundamentally from new-build waterproofing: the diagnostic phase is critical, because the source of failure must be correctly identified before any repair is carried out. The process typically involves removing the surface finish (tiles, deck boards), exposing and assessing the substrate and any remaining membrane, carrying out any necessary substrate repairs, and then installing a new membrane system compliant with AS 3740-2021 (for internal wet areas) or AS 4654 (for external above-ground membranes). It is specialist work — misdiagnosis results in repeated failure.

Question 4

How do I know if my waterproofing has failed?

Accepted Answer

Common signs of waterproofing failure include water staining below wet areas, efflorescence on tiles or grout, hollow-sounding tiles, recurring mould, and damp or musty smells in adjacent rooms. Waterproofing failure shows itself in predictable ways. Look for: water staining or damp patches on ceilings or walls below a bathroom or balcony; efflorescence (white crystalline salt deposits) on tiles, grout, or concrete surfaces; tiles that sound hollow when tapped with a coin — this indicates water has compromised the adhesive bed; mould or mildew that returns within weeks of cleaning; musty odours in rooms adjacent to or below wet areas; lifting, cracking, or blistering of the floor or wall surface; and in severe cases, structural cracking, spalling concrete, or rust staining from corroding reinforcement. If you see any of these signs, don't wait — water damage is progressive.

Question 5

What is the AI Damage Assessment tool?

Accepted Answer

The AI Damage Assessment tool analyses photos or video of water damage and provides a preliminary assessment of location type, damage severity, likely cause, and recommended service — pre-filling your quote request form automatically. The tool allows you to upload photos or a short video of water damage, a suspected leak, or a waterproofing issue, and receive a preliminary analysis within seconds. The tool analyses your images for: likely location type (shower, balcony, basement, roof, etc.), visible damage indicators (staining, efflorescence, mould, structural cracking), severity and complexity estimate, likely cause, and recommended service type. The result is shown to you as a plain-English summary and automatically pre-fills your quote request form. The tool is free, requires no registration, and is available 24 hours a day.

Question 6

Do you provide warranties on your work?

Accepted Answer

Yes — a 5-year workmanship warranty on internal waterproofing and 7 years on external membranes, with manufacturer product warranties of 10+ years on the products used. We provide a written workmanship warranty on all waterproofing installations — 5 years for internal wet area waterproofing (showers, bathrooms, laundries) and 7 years for external membrane systems (balconies, decks, flat roofs). The warranty covers defects in installation workmanship. It does not cover damage caused by subsequent works by others, structural movement beyond normal parameters, or failure to carry out required maintenance (periodic silicone renewal at movement joints). In addition, the products we use — Ardex, Mapei, Parchem, and Sika systems — carry manufacturer warranties of 10 years or more. Our workmanship warranty is transferable with the property — relevant for disclosure on sale.

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