Koala Ecoclean Terms of Service

TERMS AND CONDITIONS OF SERVICE

KOALA ECOCLEAN SERVICES
ABN 12 639 081 121

1. INTRODUCTION

Welcome to Koala Ecoclean Services ("Koala Ecoclean", "we", "us", "our").

These Terms and Conditions govern the professional cleaning and related household support services provided by Koala Ecoclean Services to our clients ("you", "your", "Client").

By booking a service, accepting a quotation, signing a service agreement, approving a Schedule of Support, or permitting our staff access to your premises, you agree to be bound by these Terms and Conditions.

These Terms apply to all residential, commercial, Airbnb, NDIS, and other cleaning services supplied by Koala Ecoclean Services.

2. SERVICES

Koala Ecoclean Services provides professional cleaning services, including but not limited to:

• Regular residential cleaning
• Commercial cleaning
• NDIS cleaning and household assistance
• Airbnb cleaning
• Deep cleaning and spring cleaning
• End of lease cleaning
• Post-construction cleaning
• Window cleaning (subject to access restrictions)
• Specialised cleaning services as agreed

The scope of work for each service will be as agreed at the time of booking.

Where services are booked on an hourly basis, our cleaners will prioritise the areas requested by the Client within the time allocated. Additional time may be requested and approved, subject to availability and additional charges.

Unless otherwise agreed, a minimum booking of two (2) labour hours applies.

3. SERVICE AREA

Services are available throughout Port Stephens, Newcastle, Maitland, surrounding regions, and other areas of New South Wales as agreed.

4. ECO-FRIENDLY PRODUCTS AND HEALTH DISCLOSURES

Koala Ecoclean Services aims to use eco-friendly and non-toxic cleaning products wherever reasonably practicable. All cleaners are instructed to follow our approved product guidelines and eco-friendly cleaning protocols.

The Client must notify Koala Ecoclean Services before the service commences if any occupant of the property has asthma, allergies, autoimmune conditions, chemical sensitivities, respiratory illnesses, or other medical conditions that may be affected by cleaning products.

Clients with specific sensitivities or concerns regarding cleaning products are encouraged to notify us in advance and may request to inspect the products intended to be used before the service begins. It is the Client's responsibility to advise us of any products or ingredients that should be avoided.

Where the Client elects not to inspect or review the products before the service commences, the Client acknowledges that Koala Ecoclean Services will proceed using products selected in accordance with its standard cleaning procedures and eco-friendly product guidelines.

While we take reasonable care to follow our eco-friendly cleaning policies, we cannot guarantee a completely allergen-free or irritant-free environment.

Nothing in these Terms excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law or other applicable legislation.

5. CUSTOMER RESPONSIBILITIES

The Client agrees to:

(a) provide a reasonably safe working environment;

(b) provide unobstructed access to all areas requiring service;

(c) provide access to electricity, hot and cold water, and rubbish disposal facilities;

(d) disclose any known hazards, defects, slippery surfaces, risks, infestations, or dangerous conditions;

(e) move heavy furniture, appliances, or items requiring relocation before the service;

(f) secure or remove valuable, fragile, delicate, sentimental, or irreplaceable items;

(g) arrange parking, access codes, keys, and property access prior to commencement of the service.

For workplace health and safety reasons, our staff will not move heavy furniture or appliances exceeding safe manual handling limits.

Window cleaning services are limited to areas that can be safely accessed from ground level or a standard three-step ladder.

Where Clients request the use of their own equipment, such equipment must be safe, functional, and fit for purpose.

Koala Ecoclean reserves the right to refuse, suspend, or cancel services where there is evidence of unsafe conditions, biohazards, excessive faecal contamination, drug-related activity, infestations, dangerous substances, or other health and safety risks.

6. QUOTATIONS AND PRICING

All quotations are based on information supplied at the time of booking.

Where the actual condition, size, accessibility, or scope of the property differs materially from that originally described, we may recommend an adjustment to the quoted price.

Any additional charges will be discussed with and approved by the Client before additional work is undertaken.

For deep cleans, spring cleans, end-of-lease cleans, or other major projects, a non-refundable deposit of up to 50% may be required to secure the booking.

Rates may be charged as either:

• a fixed-price service; or
• an hourly rate per cleaner.

Clients will be notified in advance of any future pricing changes affecting recurring services.

Premium surcharges apply as follows:

• Saturdays – 1.5 times standard rates
• Sundays – 2 times standard rates
• Public Holidays – 2.5 times standard rates

7. PAYMENT TERMS

Residential, Commercial and Airbnb Clients

Invoices are payable within two (2) days of the invoice date.

Accepted payment methods include:

• EFT/Bank Transfer
• Credit or Debit Card
• Cash (where agreed)

Credit card processing fees may apply.

NDIS Participants

Invoices may be submitted directly to the participant, plan manager, or NDIA as applicable.

NDIS invoices are payable in accordance with NDIS payment processes and applicable funding arrangements.

8. LATE PAYMENTS AND DEBT RECOVERY

Where an invoice remains unpaid after its due date, Koala Ecoclean Services reserves the right to charge a reasonable administration fee relating to recovery of overdue accounts.

Accounts remaining unpaid for fourteen (14) days or more may be referred to a debt collection agency or legal representative for recovery.

The Client agrees to pay reasonable costs actually incurred in recovering overdue amounts, including debt collection fees, legal costs, process serving fees, and other recovery expenses where permitted by law.

9. CANCELLATIONS, RESCHEDULING AND LOCK-OUTS

Cancellations and booking changes must be made via email or phone.

More than 48 hours before service:
No cancellation fee applies.

Between 24 and 48 hours before service:
25% of the quoted service fee may be charged.

Less than 24 hours before service:
100% of the quoted service fee may be charged.

Where our staff attend the property and are unable to gain access due to unavailable keys, incorrect access codes, absent occupants, or other access-related issues outside our control, the booking may be treated as a same-day cancellation and charged accordingly.

Koala Ecoclean may, at its discretion, waive cancellation fees in exceptional circumstances.

10. SATISFACTION GUARANTEE

We take pride in delivering high-quality services.

If you are dissatisfied with any aspect of our work, you must notify us within twenty-four (24) hours of service completion and provide at least two clear photographs of each area of concern.

Upon receiving notice, we will assess the issue and, where appropriate, return within seventy-two (72) hours to rectify the affected areas at no additional charge.

This guarantee does not apply to:

• issues reported after 24 hours;
• areas outside the agreed scope of work;
• damage or contamination occurring after completion of the service;
• excessive staining, permanent discolouration, mould, grout staining, or wear and tear that cannot reasonably be removed by standard cleaning methods.

For end-of-lease cleans, we will return to address cleaning issues identified by the managing agent where those issues fall within the original quoted scope of works.

This satisfaction guarantee operates in addition to any rights available under the Australian Consumer Law.

11. PHOTOGRAPHS AND QUALITY CONTROL

Koala Ecoclean may take photographs before, during, and after services for quality assurance, training, insurance, record keeping, and dispute resolution purposes.

Photographs used for marketing, website content, or social media will not contain personal information, names, addresses, personal documents, or other identifying information.

Clients who do not wish photographs to be used for promotional purposes must notify us prior to commencement of the service.

12. ZERO-TOLERANCE POLICY

Koala Ecoclean Services maintains a zero-tolerance policy regarding verbal abuse, threats, harassment, discrimination, intimidation, or physical aggression directed towards our staff.

Where a cleaner reasonably believes their safety or wellbeing is at risk, they may immediately cease work and leave the premises.

In such circumstances, the booking may be cancelled and charged in full.

Koala Ecoclean reserves the right to report serious incidents to police or other appropriate authorities where necessary.

13. PRIVACY

Personal information collected by Koala Ecoclean Services is handled in accordance with applicable Australian privacy laws.

We do not sell client information to third parties.

Information may be disclosed where reasonably necessary to:

• provide services;
• process payments;
• recover unpaid debts;
• comply with legal obligations.

14. INSURANCE, DAMAGE AND LIABILITY

Koala Ecoclean Services maintains appropriate insurance coverage, including public liability insurance.

We are not responsible for:

• pre-existing damage;
• deterioration due to age, wear and tear;
• defects in fixtures, fittings, appliances, or surfaces;
• damage resulting from faulty installation or maintenance;
• damage caused by third parties.

Any alleged property damage must be reported within seven (7) days of service completion and supported by reasonable evidence.

Nothing in these Terms excludes, restricts, or modifies any rights, guarantees, or remedies available under the Australian Consumer Law or any other law that cannot legally be excluded.

To the extent permitted by law, our liability is limited to re-supplying the services or paying the reasonable cost of having the services supplied again.

15. FORCE MAJEURE

Koala Ecoclean Services will not be liable for delays or failure to perform services resulting from events beyond our reasonable control, including severe weather, natural disasters, transport disruptions, illness, utility outages, industrial action, government restrictions, or emergencies.

16. SEVERABILITY

If any provision of these Terms is held to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect.

17. GOVERNING LAW

These Terms and Conditions are governed by the laws of New South Wales, Australia.

The parties submit to the non-exclusive jurisdiction of the courts of New South Wales for the resolution of any dispute arising from these Terms.