Terms & Conditions.

1.1 You accept these Terms and Conditions when, after having a reasonable opportunity to review them, you:

• accept or sign a quotation or work authorisation;
• confirm a booking by email, SMS, online form or other written communication;
• pay a deposit or invoice relating to the service;
• instruct us to commence work; or
• permit our technicians, cleaners or contractors to commence the authorised service.

1.2 A link to these Terms and Conditions may be provided on our website, quotation, invoice, booking confirmation, email or SMS.

1.3 If you do not understand a term, you should ask us for clarification before authorising the service.

2.1 If you request or authorise work for a property that you do not own, you represent that you have authority from the owner, occupier, rental provider, property manager, owners corporation, insurer, business or other responsible party to:

• authorise the work;
• provide access;
• approve reasonable variations;
• authorise photographs and job documentation; and
• make decisions reasonably required for completion of the authorised scope.

2.2 We may request evidence of authority where ownership, access or payment responsibility is unclear.

2.3 If more than one party is involved, the person or entity identified as the Customer in our quotation or work authorisation remains responsible for instructions and payment unless we agree otherwise in writing.

3.1 Unless stated otherwise, quotations are based on information available when the quotation is prepared, including photographs, descriptions, measurements, floor plans and information supplied by the Customer.

3.2 A quotation prepared without an on-site inspection may need to be varied where the actual property size, condition, access, level of contamination, quantity of contents, infestation level, water migration, mould growth, odour source or required labour is materially different from the information supplied.

3.3 An estimate is not a fixed price unless expressly stated to be fixed for a clearly defined scope.

3.4 Quotes may contain provisional allowances for labour, equipment, consumables, disposal, monitoring, subcontractors or specialist work.

3.5 Unless the quotation states a different validity period, a quotation remains open for acceptance for 30 days, subject to availability and changes in site conditions.

3.6 Website prices, advertisements and "from" prices are indicative only unless expressly stated to be a fixed offer for a defined service.

4.1 We are required to perform only the work expressly included in the accepted quotation, work order, checklist or work authorisation.

4.2 Any assumption, exclusion, preparation requirement or limitation stated in the quotation forms part of the agreed scope.

4.3 Work not listed in the agreed scope is excluded even if it would ordinarily be associated with the same property or event.

4.4 Unless specifically included, our work does not include building certification, structural engineering, plumbing diagnosis, electrical certification, asbestos assessment, environmental clearance, laboratory analysis, medical advice, legal advice or insurance claim determination.

5.1 A variation may be required where we discover:

• additional rooms, areas or items;
• heavier soiling or contamination;
• concealed moisture, mould, odour or pest activity;
• inaccessible or unsafe areas;
• extra labour or equipment requirements;
• unsalvageable materials;
• conditions materially different from those described before attendance; or
• work requested by you, an agent, insurer, rental provider or other authorised representative after the original booking.

5.2 Before materially different chargeable work proceeds, we will explain the changed condition and obtain approval for the additional work or revised price where reasonably practicable.

5.3 Approval may be given by signed variation, email, SMS or another written method that clearly records the authorised change.

5.4 If a variation is not approved, we may complete the original scope where reasonably possible, exclude the affected work or stop the affected part of the job safely.

6.1 You must provide safe and timely access to the property at every required attendance.

6.2 You are responsible for arranging:

• keys, fobs, alarm codes and gate access;
• parking or visitor permits;
• lift bookings and loading access;
• concierge or building-manager approval;
• owners corporation approvals where required; and
• access to locked rooms, roof spaces, subfloors, plant rooms or other agreed work areas.

6.3 Any parking, toll, access or building fee specifically incurred for the job may be charged only where disclosed or agreed.

6.4 Key collection or return is included only if stated in the quotation or booking confirmation.

6.5 We will take reasonable care of keys and access devices placed in our possession.

7.1 Unless the quotation says otherwise, you must ensure the property has working:

• electricity;
• adequate lighting;
• hot and cold water;
• drainage;
• ventilation where required; and
• reasonable access to toilet facilities where the job duration reasonably requires it.

7.2 If required utilities are unavailable, we may be unable to start or complete the service.

7.3 If a return visit becomes necessary because required utilities or access were not available, an additional attendance charge may apply only where it was disclosed and agreed or forms part of an approved variation.

8.1 You must provide information that is reasonably relevant to safe and effective service delivery.

8.2 You must tell us before work begins about known or suspected:

• asbestos or other hazardous building materials;
• sewage or wastewater contamination;
• chemicals, solvents, fuels, pesticides or drug residue;
• mould or significant water damage;
• electrical hazards or structural instability;
• human or animal waste;
• sharps or biohazard material;
• fragile finishes or valuable items;
• children, pets, aquariums or assistance animals;
• allergies, sensitivities or other safety concerns relevant to the treatment method; and
• previous treatments that may affect the proposed work.

8.3 We may postpone, limit or stop work where relevant information was not disclosed or where conditions present an unreasonable health, safety, legal or property risk.

9.1 You must keep children, pets, visitors and unauthorised persons away from active work areas where reasonably required.

9.2 Other cleaners, trades, removalists or occupants should not interfere with our work, equipment, treated surfaces, containment areas or drying areas.

9.3 We are not responsible for new dust, soil, contamination, damage or disturbance caused after our work by occupants, visitors, pets, trades, removalists, maintenance work, open windows or building works, except to the extent the law provides otherwise.

10.1 We will exercise reasonable care and skill.

10.2 You must identify known fragile, unstable or damaged items and surfaces before work begins, including loose fittings, flaking paint, unstable dyes, unsealed stone, aged laminate, loose grout, deteriorated silicone, poorly installed carpet and previously repaired materials.

10.3 Cleaning, drying, treatment or remediation may reveal damage that was previously hidden by dirt, moisture, furnishings, carpet, coatings or contamination.

10.4 We do not guarantee restoration of worn, aged, faded, scratched, chipped, cracked, etched, corroded, burnt, bleached, permanently stained or otherwise damaged materials.

11.1 We may establish barriers, exclusion zones, containment, ventilation requirements, equipment zones or re-entry restrictions.

11.2 You must follow reasonable safety and aftercare instructions and communicate them to other people who may enter the property.

11.3 We may suspend or stop work if:

• the site is unsafe;
• required utilities are unsafe or unavailable;
• a person interferes with safe work;
• hazardous material is suspected;
• the requested work falls outside our licensing, competence or insurance;
• continued work may cause unreasonable property damage; or
• payment or authorisation required for continued work has not been provided.

12.1 We may use suitably qualified workers, subcontractors or specialist service providers to perform part of the authorised service.

12.2 Work requiring a plumber, electrician, builder, asbestos removalist, engineer, hygienist or other regulated professional is excluded unless specifically included or separately authorised.

12.3 We will not represent that we hold a licence or authorisation that we do not hold.

13.1 Booking times and completion times are estimates unless expressly agreed as fixed.

13.2 Arrival and completion may be affected by traffic, weather, emergency jobs, site access, earlier jobs, equipment requirements and circumstances reasonably beyond our control.

13.3 We will take reasonable steps to inform you of a material delay.

13.4 You are responsible for allowing reasonable time between our service and any inspection, key handover, move-in, reoccupation or other deadline.

14.1 Cancellation and rescheduling conditions will be stated in the quotation or booking confirmation where a fee may apply.

14.2 A cancellation, rescheduling or attendance fee will apply only where it was disclosed and agreed and is reasonably related to the notice given, work already performed, reserved labour, travel or costs incurred.

14.3 No cancellation term limits a statutory cancellation or refund right that applies under law.

15.1 Prices, GST treatment, deposits and payment dates are stated in the accepted quotation or invoice.

15.2 A booking may be subject to a deposit where stated in the quotation or booking confirmation.

15.3 Unless otherwise agreed, the Customer remains responsible for payment even where the Customer expects reimbursement from an insurer, landlord, tenant, property manager, owners corporation or another third party.

15.4 If you dispute an invoice, notify us promptly with details of the dispute. Any undisputed amount remains payable by its due date unless we agree otherwise.

16.1 We may take photographs, videos, readings and job notes reasonably required to document:

• pre-existing condition;
• work progress;
• equipment placement;
• moisture or treatment conditions;
• completion;
• damage concerns;
• insurance or property-manager reporting; and
• service quality.

16.2 Job photographs and records may be shared with an authorised customer representative, property manager, insurer, subcontractor, regulator or adviser where reasonably necessary and lawful.

16.3 Property photographs will not be used in public marketing without consent.

17.1 If you have a concern, contact us as soon as reasonably possible and provide the service address, service date and details of the issue.

17.2 Photographs and reasonable access for inspection may assist us to assess the concern.

17.3 Where appropriate, please give us a reasonable opportunity to inspect and rectify a service issue.

17.4 This clause does not remove or delay a right or remedy you have under the Australian Consumer Law.

18.1 The service is limited to the tasks, rooms and surfaces stated in the quotation or checklist.

18.2 Unless expressly included, standard cleaning does not include:

• exterior windows or inaccessible glass;
• high-level work requiring specialist access;
• full wall or ceiling washing;
• heavy builders residue;
• mould remediation;
• pest control;
• hazardous or biohazard cleaning;
• rubbish removal;
• restoration or repairs;
• carpet or upholstery steam cleaning;
• pressure washing;
• gutters, roofs, gardens or external maintenance; or
• moving heavy furniture or appliances.

18.3 We may refuse to use an aggressive chemical, blade, abrasive, excessive heat or another method where we reasonably believe it may damage a surface.

18.4 Cleaning may improve the appearance of grout, silicone, paint, metal and other finishes but does not restore worn or damaged materials.

19.1 End-of-lease cleaning is intended to complete the agreed cleaning checklist to a professional standard having regard to the property's age, condition and reasonable limitations of cleaning.

19.2 You are responsible for providing any relevant:

• rental agreement requirements;
• entry condition report;
• property manager checklist; or
• written instructions affecting the scope.

19.3 Unless the quote states otherwise, the property should be substantially vacant and personal belongings, food and rubbish removed before cleaning starts.

19.4 Cupboards, wardrobes and appliances included in the clean must be emptied.

19.5 Cleaning cannot correct:

• fair wear and tear;
• damaged paint;
• cracked grout;
• deteriorated silicone;
• broken fixtures;
• rust damage;
• permanent staining;
• carpet burns;
• scratched glass;
• worn coatings;
• failed seals; or
• other maintenance or repair items.

19.6 We do not guarantee return of the entire rental bond because bond decisions may also involve rent, damage, gardens, keys, maintenance, missing items, utilities and work outside our cleaning scope.

20.1 A complimentary re-clean or "bond clean guarantee" applies only if expressly stated in your quotation or booking confirmation.

20.2 Any guarantee will apply only to cleaning items that were:

• included in the original scope;
• reasonably accessible;
• capable of improvement by cleaning; and
• reported within the stated claim period.

20.3 A guarantee does not cover:

• damage or fair wear and tear;
• permanent stains;
• rust or corrosion;
• worn grout or silicone;
• mould requiring specialist remediation;
• repairs, painting or replacement;
• items not included in the original scope;
• areas obstructed or inaccessible at the original service;
• new contamination occurring after cleaning; or
• issues created by occupants, pets, trades or removalists after completion.

20.4 To request a re-clean, we may require the property manager's written comments and photographs.

20.5 We must be given reasonable access to inspect and, where appropriate, rectify a covered item.

20.6 Hiring another cleaner before giving us a reasonable opportunity to inspect and rectify may affect any voluntary re-clean promise, but does not remove statutory rights.

21.1 Spot cleaning and full washing are different services. Full wall washing is included only if expressly stated.

21.2 Painted walls may contain non-washable paint, prior touch-ups, poor adhesion, stains, scuffs or damage that cannot be safely removed.

21.3 Blinds can become brittle, oxidised, stained or fragile with age. We may limit or decline treatment where damage is reasonably likely.

21.4 Window cleaning excludes inaccessible exterior panes, damaged windows, construction residue, adhesive, mineral etching or scratching unless expressly included.

22.1 Appliance interiors are included only where stated in the quotation.

22.2 Heavy carbon, burnt residue, rust, corrosion, damaged enamel, grease staining or baked-on deposits may not be completely removable.

22.3 We are not responsible for faults caused by pre-existing appliance defects.

23.1 Carpet cleaning applies only to the carpeted rooms, hallways, stairs or other areas stated in the quotation.

23.2 Depending on fibre, condition and soil level, the method may include vacuuming, pre-spray, stain treatment, agitation, hot-water extraction, low-moisture cleaning or another appropriate method.

23.3 No particular method is guaranteed unless stated in writing.

23.4 You must disclose known:

• pet urine or faeces;
• flooding;
• previous cleaning;
• bleaching;
• dye transfer;
• rust;
• paint;
• adhesive;
• repairs;
• loose seams;
• rippling;
• shrinkage;
• delamination; or
• unusual staining.

24.1 Stain treatment is an attempt to improve or remove a stain; it is not a guarantee of complete removal.

24.2 Some stains chemically alter the carpet dye or fibre and may be permanent.

24.3 Stains that may be permanent or difficult to remove include:

• bleach;
• hair dye;
• ink;
• paint;
• rust;
• burns;
• filtration soiling;
• furniture stains;
• long-term urine contamination;
• water marks;
• adhesive; and
• stains previously treated with unsuitable chemicals.

24.4 Repeated aggressive treatment may damage fibres or colour. We may stop stain treatment where further treatment presents an unreasonable risk.

25.1 Pet urine may migrate through carpet into underlay, tack strip, timber, concrete or other subfloor material.

25.2 Standard steam cleaning primarily treats accessible carpet fibres and cannot guarantee removal of contamination beneath the carpet.

25.3 Sub-surface extraction, enzyme treatment, underlay removal, subfloor treatment or odour remediation is included only where specifically assessed and quoted.

26.1 Drying time varies with:

• fibre;
• carpet construction;
• level of soiling;
• cleaning method;
• temperature;
• humidity;
• ventilation; and
• subfloor conditions.

26.2 Any estimated drying time is approximate.

26.3 Some stains can reappear during drying due to wicking, where contamination from deeper in the carpet or backing migrates toward the surface.

26.4 Cellulosic fibres and some carpet constructions may be susceptible to browning, dye migration or texture change.

26.5 You must maintain reasonable ventilation and avoid unnecessary traffic until carpet is dry.

26.6 Furniture and metal, timber, dyed or rust-prone items must not be returned directly onto damp carpet unless protected.

27.1 Aged, damaged, poorly installed or loosely fitted carpet may be at increased risk of seam movement, rippling, shrinkage or delamination.

27.2 We may recommend an alternative method, limit treatment or decline treatment where the risk is unreasonable.

27.3 Cleaning does not repair loose carpet, failed backing, damaged seams, worn fibres or installation defects.

28.1 Upholstery, rugs, mattresses and other fabrics are cleaned only where expressly included.

28.2 Fabric cleaning may be affected by:

• unstable dyes;
• natural fibres;
• pre-existing water marks;
• previous chemical treatment;
• age;
• sun fading;
• weakened fabric;
• concealed backing;
• adhesives; and
• manufacturer cleaning restrictions.

28.3 Where reasonably practicable, we may conduct colourfastness or compatibility testing, but a small test area cannot identify every concealed defect.

28.4 We may decline to clean an item where manufacturer instructions, construction or condition indicate an unreasonable risk.

29.1 Pest-control services are limited to the target pest, property areas and treatment methods stated in the quotation.

29.2 We will only perform pest-control work that falls within the scope of our current licence, authorisations, training and applicable law.

29.3 Treatment may include lawful use of:

• residual sprays;
• dusts;
• gels;
• baits;
• traps;
• aerosols;
• ULV applications;
• fogging methods; or
• another approved method appropriate to the pest and site.

29.4 Pesticides will be used according to applicable legal requirements, approved label directions and relevant safety information.

29.5 Safety Data Sheets for chemicals used are available where applicable.

30.1 You must follow all written or verbal preparation instructions.

30.2 Preparation may require:

• clearing floors and skirting areas;
• storing or covering food;
• removing or protecting pet bowls;
• protecting aquariums;
• moving pets;
• opening or emptying cupboards;
• laundering bedding;
• vacuuming;
• avoiding cleaning treated areas for a specified period; or
• temporarily vacating the treatment area.

30.3 Failure to complete required preparation may reduce treatment effectiveness, require rescheduling or mean some areas cannot be treated.

31.1 You must comply with any re-entry period stated by us or by the product label.

31.2 Children, pets and other occupants must remain out of restricted areas until re-entry conditions are satisfied.

31.3 Treated surfaces should not be touched, washed or disturbed until any stated drying or dwell period has passed.

31.4 If accidental exposure or an adverse reaction is suspected, leave the affected area if safe and seek appropriate medical or emergency advice.

32.1 Some pest activity may continue after treatment and can temporarily increase as pests are disturbed or affected by the treatment.

32.2 Treatment effectiveness depends on factors including:

• species;
• infestation level;
• harbourage;
• sanitation;
• food and water sources;
• weather;
• building construction;
• neighbouring properties;
• access;
• entry points; and
• whether recommended proofing or environmental changes are completed.

32.3 Unless expressly guaranteed in writing, no pest-control treatment means a property will remain permanently pest-free.

33.1 Any pest-control warranty or free re-treatment period applies only where specifically stated in the quotation, invoice or treatment report.

33.2 The written warranty may identify:

• target pest;
• covered areas;
• warranty period;
• required preparation;
• required sanitation;
• required proofing;
• access requirements; and
• exclusions.

33.3 A voluntary re-treatment warranty may not apply where activity results from:

• a different pest species;
• a new infestation;
• a new entry pathway;
• untreated neighbouring property;
• failure to follow preparation or aftercare;
• poor sanitation;
• failure to complete recommended proofing; or
• inaccessible areas that could not be treated.

33.4 Nothing in a warranty clause removes rights under the Australian Consumer Law.

34.1 Flea treatment may require treatment of carpets, edges, pet areas and other identified harbourage areas.

34.2 Flea pupae can remain protected from some treatments and may emerge after the initial service.

34.3 Vacuuming, pet treatment by an appropriate animal-health provider and treatment of affected environments may all be necessary to break the flea life cycle.

34.4 End-of-lease flea treatment is not a guarantee that no flea will later emerge or enter the property.

35.1 Rodent control may involve baiting, trapping, monitoring and recommendations for proofing.

35.2 Rodent control does not automatically include building repairs or permanent entry-point sealing unless expressly quoted.

35.3 Bait may result in rodents dying in inaccessible areas. We cannot guarantee retrieval of every carcass where it is inaccessible without destructive work.

35.4 Odour from an inaccessible carcass may require separate odour treatment or access work and is not automatically included.

36.1 Treatment may require access to kitchens, bathrooms, skirting, cupboards, roof voids, external perimeters or other harbourage areas.

36.2 Heavy infestation may require more than one treatment.

36.3 Cleaning away residual products too soon may reduce effectiveness.

36.4 Some species may require specialist baiting, nest location or additional work beyond a standard general pest service.

37.1 Bed bug treatment requires strict preparation and may require multiple visits.

37.2 Mattress, bedframe, furniture, skirting, cracks and contents may require inspection or treatment.

37.3 We do not guarantee eradication from one visit unless expressly stated.

37.4 Reintroduction from luggage, visitors, neighbouring units, used furniture or other sources may occur after treatment.

38.1 Termite and timber-pest inspection or treatment is provided only where it is within our current licence and expressly quoted.

38.2 A general pest treatment does not constitute a termite inspection, timber-pest report or termite management program.

38.3 Any termite warranty, monitoring program or management plan must be documented separately.

39.1 Fogging, ULV or other airborne or fine-droplet treatments are included only where specifically stated in the scope.

39.2 The treatment area may require temporary exclusion of people and animals, protection of food and sensitive items, isolation of ventilation systems where appropriate and ventilation before re-entry.

39.3 Treatment will be performed only where the selected product and method are lawful and appropriate for the intended use.

40.1 "Fogging" and "fumigation" are not interchangeable terms.

40.2 We will not perform fumigation or any other activity requiring a licence, endorsement or authority that we do not hold.

40.3 Where a requested activity requires a specialist licence or regulated provider, we may refer the Customer to an appropriately authorised contractor.

41.1 Emergency attendance may begin under a limited initial authorisation for:

• site assessment;
• safety controls;
• standing-water extraction;
• placement of initial drying equipment; or
• other reasonable loss-mitigation work.

41.2 The complete extent of water migration or damage may not be known at the first attendance.

41.3 Further demolition, material removal, decontamination, contents work, drying, monitoring or reconstruction requires inclusion in the agreed scope or a later approved variation.

42.1 The water source must be stopped or controlled as soon as reasonably possible.

42.2 Plumbing, roofing, drainage, waterproofing, electrical, gas or structural defects must be repaired or made safe by an appropriately qualified person unless that work is expressly included and lawfully performed by us.

42.3 Continuing water entry may prevent effective drying and increase damage, labour, equipment needs and cost.

43.1 Water-damaged properties may contain contaminants even where water initially appears clean.

43.2 We may assess the apparent water source and site conditions within our competence, but laboratory testing or specialist assessment may be required where contamination is unclear.

43.3 Sewage, wastewater, chemicals, fuel, pesticides, fire residue, biological contamination or other hazardous conditions may require additional controls, disposal methods or specialist remediation.

43.4 We may isolate an area or stop work where a contamination or safety risk requires assessment beyond the authorised scope.

44.1 Moisture readings, thermal imaging and visual observations relate to areas reasonably accessible at the time of inspection.

44.2 Moisture meters may be influenced by:

• salts;
• metal;
• material composition;
• depth;
• temperature;
• coatings; and
• access.

44.3 A moisture inspection does not guarantee detection of all water concealed behind walls, under floors, beneath cabinets, inside insulation, under screeds or in inaccessible cavities.

45.1 Water extraction removes accessible water but does not necessarily remove water absorbed into porous materials or trapped in cavities.

45.2 Additional drying, lifting, removal, injection drying or access work may be required after extraction.

45.3 Extraction alone is not a guarantee that the property is dry.

46.1 Whether a material can be retained depends on factors including:

• water source;
• contamination;
• exposure time;
• material composition;
• installation;
• existing condition;
• access; and
• drying response.

46.2 Carpet, underlay, laminate, engineered flooring, plaster, insulation, cabinetry, skirting and other porous or layered materials may require lifting or removal.

46.3 We do not guarantee salvage of a particular material unless a specific written commitment forms part of the accepted scope.

47.1 Drilling, cutting, lifting, detaching or removing materials will occur only where included in the scope or separately authorised, except where immediate action is reasonably necessary to address a serious safety risk and is permitted by law.

47.2 Drying access holes or removed finishes may remain visible.

47.3 Patching, plastering, painting, cabinetry reinstatement, flooring replacement and reconstruction are excluded unless specifically quoted.

48.1 Structural drying is intended to reduce moisture in identified building materials toward agreed or reasonable drying criteria.

48.2 Drying completion is determined from reasonably accessible readings and the drying criteria adopted for the job.

48.3 "Dry" does not mean every material contains zero moisture.

48.4 Completion does not certify areas that were inaccessible, concealed or not authorised for inspection.

48.5 Structural drying is not:

• repair of the water source;
• a structural guarantee;
• mould clearance;
• indoor-air-quality clearance; or
• a guarantee every material can be saved.

49.1 Equipment may include:

• air movers;
• LGR or other dehumidifiers;
• air scrubbers;
• HEPA filtration equipment;
• extraction equipment;
• injection drying systems;
• floor drying systems; and
• other appropriate restoration equipment.

49.2 Equipment type and quantity may change as conditions and readings change.

49.3 Equipment may create continuous airflow, heat, noise, vibration and electrical load.

49.4 Do not switch off, unplug, cover, move, alter or remove our equipment unless instructed by us or an immediate safety issue requires it.

49.5 If equipment stops, loses power or is disturbed, notify us as soon as reasonably possible.

50.1 Equipment charges and charging periods apply as stated in the quotation, work authorisation or approved variation.

50.2 Unless otherwise agreed, you must maintain reasonable electricity supply and environmental conditions required for drying.

50.3 Responsibility for electricity consumption will be stated in the quotation or work authorisation where material to the job.

50.4 You must take reasonable steps to protect our equipment from theft, misuse and avoidable damage.

50.5 Ordinary wear, internal equipment failure and defects not caused by the Customer remain our responsibility.

51.1 Structural drying normally requires repeat attendance to:

• record moisture;
• record temperature and relative humidity where appropriate;
• check equipment;
• reposition equipment;
• assess progress; and
• identify unexpected conditions.

51.2 You must provide reasonable access at agreed monitoring times.

51.3 Missed or delayed monitoring may extend drying and delay identification of concealed problems.

51.4 Monitoring records apply only to the areas and materials assessed and are not a whole-building warranty.

52.1 Any estimated drying duration is approximate.

52.2 Actual time depends on:

• source and duration of water exposure;
• delay before response;
• contamination;
• building materials;
• weather;
• temperature and humidity;
• ventilation;
• construction;
• removal or exposure of wet materials;
• power supply;
• equipment operation; and
• access for monitoring.

53.1 You may instruct us to stop the drying process or remove equipment.

53.2 If recommended drying criteria have not been reached, we may record the available readings and request written acknowledgement that the service is ending early.

53.3 Charges already incurred remain payable.

53.4 To the extent permitted by law, we are not responsible for additional moisture-related damage caused by the Customer ending drying early, switching equipment off or failing to follow reasonable drying instructions.

54.1 Contents assessment, pack-out, inventory, storage, cleaning and restoration are excluded unless expressly included.

54.2 Wet contents may continue to deteriorate despite prompt action.

54.3 We do not determine sentimental value or whether an insurer will approve restoration or replacement.

55.1 We are not an insurer or claims decision-maker.

55.2 We do not guarantee that an insurer will approve, reimburse or pay for any work.

55.3 At your request and with appropriate authority, we may provide photographs, moisture records, scopes and invoices to an insurer or property representative.

55.4 Delays in insurer or third-party approval may increase damage or drying time.

56.1 Mould remediation is intended to remove or reduce identified mould contamination within the authorised scope using methods appropriate to the conditions.

56.2 Remediation is not a guarantee that mould will never recur.

56.3 Recurrence may occur where moisture, water intrusion, high humidity, inadequate ventilation, condensation, contaminated materials or building defects remain or later develop.

57.1 Visual inspection may not identify mould concealed:

• behind plasterboard;
• beneath flooring;
• inside cabinetry;
• within insulation;
• in wall or ceiling cavities;
• in roof spaces;
• in subfloors; or
• in HVAC systems.

57.2 A remediation inspection is not a medical assessment.

57.3 Laboratory sampling, environmental assessment and independent clearance are included only where expressly stated.

58.1 Effective mould remediation normally requires the moisture source to be corrected.

58.2 Unless expressly included, you are responsible for arranging repair of:

• plumbing leaks;
• roof leaks;
• waterproofing failure;
• drainage issues;
• rising damp;
• structural defects;
• HVAC problems; or
• other moisture-generating conditions.

58.3 Remediation may be delayed or limited if active water intrusion continues.

59.1 Depending on the job, remediation may require containment, negative-air controls, HEPA air filtration, HEPA vacuuming, controlled removal and detailed cleaning.

59.2 Occupants and other contractors must not enter containment or disturb barriers without authorisation.

59.3 We may stop work if containment is repeatedly breached or the remediation area is interfered with.

60.1 Porous materials that are significantly contaminated or damaged may require removal rather than surface cleaning.

60.2 Material removal occurs only where included in the accepted scope or separately authorised.

60.3 Reinstatement, plastering, painting, carpentry and reconstruction are excluded unless expressly included.

61.1 Staining or discolouration may remain after mould contamination has been physically removed or treated.

61.2 Remediation does not guarantee restoration of original colour, paint finish, grout appearance, timber appearance or surface texture.

61.3 Cosmetic restoration may require painting, sealing, replacement or other separate work.

62.1 Where independent post-remediation verification, testing or clearance is required, it may need to be performed by an independent suitably qualified assessor.

62.2 Unless expressly included, our completion of remediation is not an independent environmental clearance certificate.

62.3 If independent verification identifies additional remediation within the original agreed scope, the response will be assessed in accordance with the contract, applicable law and any express warranty.

63.1 We do not provide medical diagnosis or advice regarding the health effects of mould.

63.2 People with health concerns should obtain advice from an appropriate health professional.

63.3 Where work requires temporary exclusion, occupants must remain outside the controlled area until we advise that re-entry is permitted.

64.1 Odour-control services may include inspection, source treatment, cleaning, extraction, deodorisation, adsorption, air filtration, sealing or other agreed methods.

64.2 Odour control is most effective when the source is identified and removed or treated.

64.3 Air treatment alone is not a substitute for source removal where contamination remains in materials.

65.1 Odour sources may be concealed beneath flooring, behind walls, in cabinetry, drains, insulation, subfloors, roof spaces, furnishings or HVAC systems.

65.2 Odours may change with temperature, humidity, airflow, occupancy and material moisture.

65.3 People perceive odours differently and may become temporarily accustomed to an odour.

65.4 A reduced or absent smell does not by itself prove that a hazardous contaminant has been removed.

66.1 Odour caused by sewage, decomposition, gas, mould, pests, smoke, chemical contamination, water damage or building defects may require separate specialist work.

66.2 Plumbing, gas fitting, pest control, mould remediation, demolition, HVAC cleaning, fire restoration or hazardous-material work is excluded unless separately quoted.

67.1 We will select methods reasonably suited to the target odour, materials and site conditions.

67.2 Treatment may include:

• cleaning;
• enzyme products;
• neutralising products;
• oxidising products;
• adsorption;
• air filtration;
• sealing; or
• another appropriate method.

67.3 Products will be used in accordance with applicable label directions and safety information.

67.4 Some products may affect dyes, coatings, adhesives or finishes. We may limit a method where damage risk is unreasonable.

68.1 Fogging, misting, vapour or other airborne treatment is included only where expressly stated and accompanied by appropriate preparation, exclusion, ventilation and re-entry instructions.

68.2 Ozone-generating treatment is not part of a standard odour-control service and will only be used if specifically proposed and appropriate safety controls are in place.

68.3 Where ozone is used, the controlled area must remain unoccupied by people and animals during treatment and until ventilation and re-entry requirements have been satisfied.

68.4 Safety controls, timers and barriers must not be bypassed or interfered with.

69.1 Complete or permanent odour elimination cannot be guaranteed unless a specific written measurable commitment is included in the quotation.

69.2 Odour may return because of:

• concealed contamination;
• untreated porous materials;
• HVAC movement;
• ongoing moisture;
• neighbouring premises;
• renewed contamination;
• reoccupation; or
• incomplete source repairs.

69.3 Some odours require staged treatment or multiple visits.

70.1 Any free re-treatment or odour warranty applies only where stated in writing.

70.2 A written warranty may exclude odour caused by:

• a new source;
• an untreated source;
• incomplete repairs;
• inaccessible contamination;
• reoccupation;
• another contractor's work; or
• failure to follow preparation and aftercare instructions.

71.1 Pressure cleaning is limited to the surfaces stated in the quotation.

71.2 Pressure cleaning may not remove permanent staining, oil penetration, rust, efflorescence, paint, chewing gum, mineral deposits or biological staining without additional treatment.

71.3 We may reduce pressure or decline treatment on fragile, loose, cracked, deteriorated, painted or poorly bonded surfaces.

71.4 Existing loose paint, render, grout, mortar, seals or coatings may deteriorate further when cleaned. We will exercise reasonable care but cannot restore failed materials.

71.5 Water ingress can occur through defective seals, gaps, doors, windows or building defects. You must disclose known leakage concerns.

72.1 Gutter cleaning includes only the gutters, downpipe openings or roof areas stated in the quotation.

72.2 Gutter cleaning does not include roof repair, gutter replacement, plumbing, drainage redesign, tree removal or structural roof work unless expressly included.

72.3 We may decline roof access where pitch, height, weather, roof condition, electrical hazards or access make the work unsafe.

72.4 Removal of leaves and debris does not guarantee that an underground stormwater system is free of blockage.

72.5 Existing rust, cracked tiles, loose gutters, failed seals or other defects may require repair by an appropriate trade.

73.1 Rubbish removal is limited to items agreed before or during the service.

73.2 Hazardous waste, asbestos, chemicals, gas cylinders, medical waste, sharps, contaminated material or prohibited waste is excluded unless specifically assessed and lawfully handled.

73.3 You confirm that you have authority to dispose of the items you direct us to remove.

73.4 Additional disposal charges may apply where the actual load or waste type differs materially from what was quoted, subject to your approval.

74.1 Painting or property-maintenance work is limited to the scope stated in the quotation.

74.2 Colour matching can vary due to age, fading, batch variation, lighting and existing coatings.

74.3 Surface preparation cannot correct concealed structural, moisture or substrate defects unless those repairs are included.

74.4 Work requiring a licence or regulated trade will only be undertaken where lawfully permitted.

75.1 Where the Australian Consumer Law applies, our services come with consumer guarantees that cannot be excluded.

75.2 These include guarantees that services will be:

• provided with due care and skill;
• reasonably fit for a purpose made known to us, where the guarantee applies; and
• supplied within a reasonable time where no time is fixed.

75.3 Nothing in these Terms excludes, restricts or modifies any guarantee, right, remedy or liability that cannot lawfully be excluded, restricted or modified.

75.4 Any exclusion, limitation or qualification in these Terms operates only to the maximum extent permitted by law.

76.1 To the extent permitted by law, we are not responsible for loss or damage caused by:

• pre-existing defects;
• inherent fragility;
• ordinary deterioration;
• poor installation;
• concealed conditions;
• undisclosed contamination;
• prior water, mould or pest damage;
• third-party interference; or
• events outside our reasonable control, except to the extent the loss or damage is caused by our failure to exercise due care and skill or another liability that cannot lawfully be excluded.

77.1 Nothing in these Terms is intended to impose an unfair term, exclude non-excludable consumer rights or prevent a Customer from seeking a remedy available under law.

77.2 Where a clause would otherwise operate more broadly than legally permitted, it is to be read down to the maximum lawful extent.

78.1 We are not responsible for delay or inability to perform caused by circumstances reasonably beyond our control, including:

• severe weather;
• natural disaster;
• road closure;
• utility failure;
• emergency restrictions;
• unsafe site conditions;
• industrial disruption; or
• unexpected equipment failure despite reasonable maintenance.

78.2 We will take reasonable steps to minimise disruption and reschedule affected work where practicable.

79.1 We may collect and use personal information reasonably required to:

• provide quotes;
• schedule jobs;
• communicate with customers;
• perform and document services;
• process payments;
• manage complaints;
• liaise with authorised property representatives or insurers; and
• meet legal obligations.

79.2 Personal information will be handled in accordance with applicable privacy law and any Privacy Policy published on our website.

80.1 We may update these website Terms and Conditions from time to time.

80.2 The version made available to you when you accept a quote, booking or work authorisation will apply to that job unless a later change is agreed or required by law.

81.1 If a provision of these Terms is invalid or unenforceable, the remaining provisions continue to operate to the extent permitted by law.

82.1 These Terms and Conditions are governed by the laws of Victoria, Australia.

82.2 The parties submit to the courts and tribunals having jurisdiction in Victoria, subject to any law that provides otherwise.