1. Definitions

“Agreement” means this Cleaning Services Contract, including all schedules and annexures.

“Services” means the carpet, upholstery, tile, rug, restoration, flood restoration, and/or related cleaning services described above or in any Booking Confirmation.

“Service Provider” means Cleaning Crusader (ABN: 76677347250).

“Client” means the individual or entity named above who has engaged the Service Provider.

“Booking Confirmation” means the written or electronic confirmation of a booking issued by the Service Provider.

“Re-clean” means a complimentary repeat service of a specific affected area, subject to the conditions in clause 8.

“Australian Consumer Law” means Schedule 2 of the Competition and Consumer Act 2010 (Cth) as applied in Western Australia by the Fair Trading Act 2010 (WA).

2. Engagement of Services

(a) The Client engages the Service Provider to perform the Services at the address and on the date(s) specified above.

(b) This Agreement governs all Services provided by the Service Provider to the Client, whether on a one-off or ongoing basis.

(c) By confirming a booking with the Service Provider (whether verbally, in writing, electronically, or by conduct), the Client acknowledges that they have read, understood, and agree to be bound by this Agreement.

3. General Disclaimer and Limitations of Service

(a) The Service Provider provides professional cleaning and restoration services using industry-grade equipment and best-practice methods. While every reasonable effort is made to achieve optimal results, the Client acknowledges that outcomes may vary due to factors including but not limited to:

    (i) fibre type, age, and condition;

    (ii) pre-existing wear, damage, or staining;

    (iii) previous cleaning chemicals or treatments applied to the surface;

    (iv) the level of soiling and contamination; and

    (v) the Client’s preparation of the premises prior to the Service.

(b) The Service Provider does not guarantee 100% stain removal. Certain stains – including but not limited to permanent stains, chemical burns, pet urine, rust, ink, dye transfer, old food, wine, makeup, permanent marker, and bleach damage – may be partially lightened but not fully removed.

(c) The Service Provider is not responsible for:

    (i) pre-existing damage to carpets, upholstery, tiles, rugs, or other surfaces;

    (ii) shrinkage, colour loss, wicking, or browning caused by hidden or pre-existing issues within the material;

    (iii) movement of furniture or belongings unless expressly agreed in writing prior to the Service (additional charges may apply);

    (iv) odours originating from underlying issues including mould, pet urine, moisture, or subfloor contamination; or

    (v) any damage resulting from incorrect or incomplete information provided by the Client.

(d) The Client acknowledges that cleaning processes involve the use of moisture and that adequate ventilation and drying time will be required following the completion of Services.

4. Pricing and Minimum Charges

(a) A minimum call-out fee of $249 (inclusive of GST) applies to all bookings unless otherwise agreed in writing.

(b) All quotes are based on the information provided at the time of booking. The Service Provider reserves the right to adjust pricing upon arrival where actual site conditions differ materially.

(c) Where additional work is identified outside the original scope, the Client will be notified. Work will not proceed without approval, and verbal or written approval constitutes acceptance of revised pricing.

(d) Additional charges will apply where relevant, including but not limited to:

    (i) heavy soiling;

    (ii) stain treatment;

    (iiii) pet urine treatment;

    (iv) flood extraction and drying;

    (v) specialised treatments;

    (vi) oversized or specialty items;

    (vii) after-hours or emergency attendance.

(e) All pricing is finalised on-site based on actual conditions.

5. Access, Parking, and Preparation Requirements

(a) The Client agrees to:

    (i) provide safe, clear, and unobstructed access to all areas of the property requiring Services;

    (ii) ensure adequate parking and hose access for truckmount equipment setups where applicable;

    (iii) remove small furniture, toys, personal items, and breakable objects from areas to be cleaned prior to the Service Provider’s arrival; and

    (iv) declare any pre-existing damage, loose carpet, frayed edges, unstable furniture, or other hazards at the premises before the commencement of Services.

(b) Additional fees may apply where:

    (i) access to the premises or relevant areas is restricted;

    (ii) the Service cannot be completed due to blocked or inaccessible areas; or

    (iii) a return visit is required as a result of the Client’s failure to comply with clause 5.1.

6. Stains, Pet Urine, and Odours

(a) The Service Provider uses industry-leading stain and odour treatment products and methods. However, the Client acknowledges that:

    (i) pet urine may penetrate carpet underlay and subfloor materials, and surface cleaning alone may not fully resolve associated odours;

    (ii) certain stains (including but not limited to rust, ink, dye transfer, old food, wine, makeup, permanent markers, and bleach damage) may not be removable; and

    (iii) the complete elimination of long-term or deeply embedded odours cannot be guaranteed.

7. Damage and Liability

(a) The Service Provider takes all reasonable precautions to avoid damage to the Client’s property during the provision of Services.

(b) The Service Provider is not liable for:

    (i) pre-existing wear, deterioration, or structural issues in carpets, upholstery, tiles, or other surfaces;

    (ii) damage to loose carpet, poorly installed carpet, or weak seams that may worsen during cleaning;

    (iii) damage to furniture or household items not removed by the Client prior to the Service;

    (iv) delamination caused by age, adhesive breakdown, or pre-existing water damage; or

    (v) any damage arising from incorrect or incomplete information provided by the Client.

(c) To the extent permitted by law, the Service Provider’s total liability to the Client for any claim arising out of or in connection with this Agreement (whether in contract, tort, or otherwise) is limited to the amount paid by the Client for the specific Service giving rise to the claim.

(d) Nothing in this Agreement excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law (as applied in Western Australia by the Fair Trading Act 2010 (WA) that cannot lawfully be excluded or limited. For consumers, the Service Provider’s liability for a failure to comply with a consumer guarantee is limited (where permitted) to resupply of the Services or payment of the cost of having the Services supplied again.

(e) Where accidental damage occurs as a direct result of the Service Provider’s actions, the Service Provider will address the matter professionally and in good faith.

8. Customer Satisfaction and Re-clean Policy

(a) If the Client is not satisfied with the Services, the Client must notify the Service Provider in writing within 48 hours of the completion of the Service.

(b) Upon receipt of a valid notification under clause 8.1, the Service Provider will inspect the affected area and, if reasonably required, perform a one-time complimentary re-clean of that area.

(c) A re-clean will not be provided where:

    (i) the stain or issue is permanent and not capable of further treatment;

    (ii) the issue has been caused by the Client’s use of the area after the completion of the Service;

    (iii) new spills or contamination have occurred after the Service; or

    (iv) odours originate from underlay, subfloor, or other underlying sources that cannot be addressed by surface cleaning.

9. Cancellations and Rescheduling

(a) Cancellations made within 24 hours of the scheduled booking time will incur a cancellation fee equal to the minimum cancellation fee of $99.

(b) Where the Service Provider attends the premises and is unable to proceed due to:

    (i) restricted or unsafe access;

    (ii) failure of the Client to adequately prepare the premises; or

    (iii) inaccurate or incomplete information provided at the time of booking, the full minimum cancellation fee will be payable.

10. Subscription Plans

(a) This clause applies to Clients who have entered into a subscription arrangement with the Service Provider.

(b) Monthly subscription fees must be paid by the due date specified in the subscription agreement or invoice.

(c) Missed or late payments may result in the suspension or cancellation of the Client’s subscription membership.

(d) Unused services under a subscription plan do not roll over to subsequent periods unless expressly stated in writing by the Service Provider.

(e) Subscription pricing is based on square-metre brackets. Pricing may be adjusted if the Client’s property size changes, with reasonable prior written notice provided to the Client.

(f) The Service Provider reserves the right to update subscription pricing with reasonable prior written notice to the Client.

11. Flood Restoration and Emergency Services

(a) For water-damaged or flood-affected premises, the Client acknowledges that:

    (i) moisture readings, water extraction, drying equipment, and ongoing monitoring may be required as part of the restoration process;

    (ii) results are dependent on the response time following the water damage event and the extent of the damage;

    (iii) the Service Provider is not responsible for mould already present at the premises or mould caused by delayed action on the part of the Client or any third party; and

    (iv) some restoration jobs may require multi-day attendance and will incur additional charges, which will be communicated to the Client as soon as reasonably practicable.

12. Photography, Video, and Reporting

(a) The Service Provider may take photographs and/or videos of the premises and the Services for the following purposes:

    (i) quality assurance;

    (ii) before-and-after documentation;

    (iii) transparent reporting to the Client;

    (iv) internal training purposes; and

    (v) marketing and promotional purposes, but only with the Client’s prior written consent.

(b) The Client may request copies of any photographs or videos taken in connection with their Service at any time.

13. Furniture

(a) The Client is responsible for removing all small furniture, personal items, and breakables prior to service.

(b) Movement of furniture is not included unless agreed in writing and may incur additional hourly charges.

(c) The Service Provider accepts no liability for damage to furniture or items moved during the Service where such movement was requested or required to complete the work.

14. Drying & Post-Clean Liability

(a) The Client acknowledges that cleaning involves the use of moisture.

(b) The Client is responsible for ensuring adequate ventilation and drying conditions following the Service.

(c) The Service Provider is not liable for:

    (i) mould growth occurring after the Service;

    (ii) odours returning due to insufficient drying;

    (iii) re-soiling caused by use of surfaces prior to full drying.

15. Flood Restoration Upgrade

(a) The Service Provider does not guarantee the complete restoration of materials affected by Category 3 (grossly contaminated) water.

(b) The Service Provider is not responsible for contamination, structural issues, or damage within subfloors, wall cavities, or other inaccessible areas.

(c) Insurance claims, where applicable, remain the responsibility of the Client.

16. Reporting

(a) All Services may include a detailed reporting record consisting of photographs, videos, and written notes documenting the condition of the area before, during, and after the Service.

(b) This report forms part of the official Service record and may be relied upon in the event of any dispute regarding service quality or pre-existing conditions.

17. Payment Terms

(a) Payment for Services is due upon completion of the Service unless an alternative payment arrangement has been agreed in writing between the parties prior to the commencement of the Service.

(b) The Service Provider accepts payment by cash, electronic funds transfer (EFT), and card.

(c) Invoices that remain unpaid after 7 days from the date of issue may incur late payment fees, as notified to the Client on the invoice or in the Booking Confirmation.

(d) The Service Provider reserves the right to recover any reasonable costs of debt collection for overdue amounts, including legal costs on a solicitor-client basis.

18. Privacy

(a) The Service Provider will collect, use, and store the Client’s personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

(b) Personal information collected will be used solely for the purposes of providing the Services, managing the Client relationship, and (where consent is given) marketing communications.

19. Workplace Health and Safety

(a) The Service Provider will carry out all Services in compliance with the Work Health and Safety Act 2020 (WA) and any applicable regulations and codes of practice issued under that Act.

(b) The Client must ensure that the premises are safe for the Service Provider’s personnel to attend and carry out the Services. The Client must promptly notify the Service Provider of any known hazards at the premises.

20. Governing Law and Jurisdiction

(a) This Agreement is governed by the laws of Western Australia, Australia.

(b) Each party submits to the non-exclusive jurisdiction of the courts of Western Australia and the Federal Court of Australia sitting in Perth, Western Australia.

21. Entire Agreement and Variation

(a) This Agreement constitutes the entire agreement between the parties with respect to its subject matter and supersedes all prior representations, negotiations, understandings, and agreements.

(b) This Agreement may only be varied by written agreement signed by both parties.

22. Severability

(a) If any provision of this Agreement is held to be invalid, unenforceable, or illegal, that provision will be severed from this Agreement and the remaining provisions will continue in full force and effect.

23. Acceptance of Terms

(a) By confirming a booking with Cleaning Crusader (whether verbally, electronically, or in writing), the Client acknowledges that they have read and understood this Agreement and agrees to be bound by its terms and conditions.