Koala Ecoclean Terms of Service

These Terms of Service ("Agreement") govern the provision of cleaning services ("Services") by Koala Ecoclean (ABN 12 639 081 121) ("We", "Us", "Our") to our customers (“You").

Please take some time to read these Terms and Conditions as we want our customers to feel comfortable that they are getting the best service and support.

By booking our Services, you agree to these terms.

1. Cleaning Services

We offer professional residential and commercial cleaning services which may include but are not limited to:

• Regular house cleaning (weekly, fortnightly, monthly, etc)

• NDIS cleaning

• Airbnb cleaning

• Deep or Spring cleaning

• End of lease cleaning

• Post construction cleaning

• Cleaning of commercial premises (offices, hospitality venues, factories, etc)

• Special requests (e.g., oven cleaning, carpet shampooing, window washing)

The service will be for such cleaning duties as agreed between you and Koala Ecoclean at the time of booking.

Our minimum callout for a cleaning service will be a 2 hour job (or 1 hour times 2 persons) unless agreed upon prior to the service commencement.

2. Service Area

Our services are available within Port Stephens, Newcastle, Maitland and regional New South Wales.

3. Customer Responsibilities

In booking our services, you agree to –

1. provide a safe working environment for us to perform the service;

(b) leave access unobstructed to those areas of the property requiring the service;

(c) provide us with access to all service utilities, including hot and cold water, electricity and rubbish bins, as required to complete the service;

(d) inform us, prior to commencing work, of any hazards, slippery surfaces, risks or dangers that you are aware of;

(e) move any heavy furniture or other items (lounge, sofa, fridge, rugs, etc) prior to service commencement; and

(f) secure or safely remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.

(g) organise parking and key collection for us in advance and these may incur an extra fee if applicable.

Cleaning of windows (inside or outside) will only be undertaken provided the windows are at ground level with no obstruction and clear access. Koala Ecoclean is unable to service very high ceilings, or areas inaccessible by 3 step ladder.

In the event Customers require their own cleaning equipment to be used, the equipment must be in safe and full working order. If this is not the case, Koala Ecoclean is not responsible for services that were unable to be completed due to the equipment not being in safe and functioning order or may jeopardise the cleaner’s health.

Please note Koala Ecoclean reserve the right to refuse or cancel bookings in circumstances where there is found to be rodent or other infestations, faecal matter, toxic materials, other risks to health and safety, drugs or other illicit substances. Where such matters are found, they must be addressed and rectified by the Customer prior to work being commenced.

4. Changes to days or time of service, or failure by you to permit access to the premises.

Any changes to the service agreed must be advised, and the price agreed on, prior to the service commencing.

Any change or cancellation of the cleaning service must be notified to us in writing by email to info@koalaecoclean.com.au at least 48 hours prior to the scheduled commencement time of the service.

In the event, 24-48 hours notice is provided and we are unable to accommodate these changes, 25% of the total amount will be charged.

If we are notified less than 24 hours or on the day of the service, then the total amount will be charged.

Equally, in the event, we attend your premises at the time of the clean but find there is nobody in attendance or we are unable to access the property, we reserve the right to cancel the service and charge the total amount.

5. Before and after photos

Koala Ecoclean may take before and after cleaning photos during each task completed as proof of work undertaken.

We also reserve the right to use such photographs for promotional content online, subject to no confidential or personal information (such as Customer address or names) being disclosed.

If the Customer is not comfortable with photos being used for such promotional purposes, you must let us know prior to the service being commenced.

6. Quotations

A quotation will be provided for all cleaning tasks.

Koala Ecoclean strives to provide accurate quotes based on the information provided to us at the time of booking.

A 50% deposit will be required at the time of booking for all Deep, Spring or End of Lease Cleans, with the remaining 50% balance being due and payable on completion of service.

Occasionally, the quote will need to be revised at the time of attendance (for example where you request additional services, or where the task differs from how it was described, or how it presented at the time of booking).

In such circumstances, you will be informed of any additional charge prior to work being commenced and you may either pay the additional fee to complete the Service in full, or alternatively pay the original quoted amount, but without the full

Service being complete.

We will always confirm the exact price of the clean before commencing work on the day in order to avoid any misunderstandings, and to ensure there are no surprises once the service is complete.

In the event of ongoing or periodic cleaning, Customer will be invoiced on completion of each service.

Rates that are quoted are either a flat rate or on a per cleaner per hour basis. (Rates are subject to change and not indefinitely fixed and customers will be notified of rate increase prior to service commencement)

Weekend Surcharges apply as follows: Saturday at 1.5 times the quoted rate, Sundays at 2 times the quoted rate and Public holidays at 2.5 times the quoted rate.

7. Payment terms and Late Payment of Accounts

Where an invoice is provided, you must pay the account in full, within 2 days of the invoice date.

Payments can be made via cash, credit card, or direct deposit.

Credit card payments will incur additional surcharges depending on the provider or type of credit card used.

A late fee administration charge of $10 per day will apply for each day after the 2-day period that the payment is not received.

In the event an account remains unpaid after 14 days we reserve the right to refer the

outstanding account to a debt collection agency to undertake debt collection activity on our behalf.

The debtor/s shall pay for all costs actually incurred by Koala Ecoclean in the recovery of any monies owed under this Agreement. You agree to be liable for and indemnify Koala Ecoclean. These costs include recovery agent costs, repossession costs, location search costs, process server costs and solicitor costs on a solicitor/customer basis, debt collection commission and legal fees on an indemnity basis.

8. Satisfaction Guarantee and complaints resolution

Koala Ecoclean take pride in delivering exceptional service to our customers.

Any complaint or dissatisfaction with the service provided must be notified to us in writing by email to info@koalaecoclean.com.au within 24 hours of completion of the service.

Where any complaint is received, we will endeavour to resolve the problem quickly and efficiently, and in accordance with Australian Consumer Law (ACL).

If you are unhappy with the service you have received, and what you are unhappy with is a reasonable expectation to have been completed in the time booked for your service, we will come back to rectify the areas deemed unsatisfactory free of charge. This excludes where there has not been enough time to complete a task, due to but not limited to things such as other tasks taking longer to complete, tidying required to enable tasks to be completed, requesting tasks given priority over other tasks and areas that require light furniture to be moved to clean.

We will return free of charge to rectify any areas deemed unsatisfactory if we are notified of your unhappiness within 24 hours of the service being rendered. Atleast 2 photographs of each area that is of concern needs to be provided.

We will return to the property within a 72 hour period at a time that we are able to fit this into the schedule.

Our satisfaction guarantee DOES NOT entitle you to the following:

• In the event, any renovations, plumbing, electrical, painting, construction or other activities that take place in the property after the clean.

• Free service provision after our 24 hour grace period.

• A monetary payment in lieu of a re-clean or free extras in lieu.

End of Lease cleaning - We will return free of charge within a 72 hour period to rectify any issues the agent has reported in the exit report based around on our quoted clean inclusions. Unrestricted access to the property will be required.

If there is heavy presence of stained grout or mould, all attempts will be made to remove these but we cannot guarantee it coming off completely. Heavily stained carpets, any exisiting damage in the property, chattels or existing wear and tear will not be our liability.

9. Zero Tolerance policy

Koala Ecoclean has zero-tolerance for any verbal or physical abuse directed at or towards our cleaning team. If our team feel uncomfortable or if there is verbal or physical abuse, we will cancel the job with the full price of the booking charged. We will also notify the necessary authorities as necessary.

10. Your Details/Personal Information

Koala Ecoclean respects your privacy and the confidentiality of any information provided by you to us. We will not share any information provided by the customer with any third party not directly involved in the provision of the service, except where necessary for the purposes of debt recovery, or where otherwise permitted or required to do so by law.

More information regarding this can be found in the Privacy Policy found on our website.

11. Damage, Insurance and Liability

Koala Ecoclean carries appropriate insurance for public liability and other claims as required by law. However, we are not liable for damage to property caused by pre-existing conditions, normal wear and tear, or the actions of either yourself or other third parties.

12. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of New South Wales, Australia.