Smurfettes Service Pty Ltd
Terms and Conditions
Welcome to Smurfettes Service Pty Ltd, (“we,” “us,” or “our”). These Terms and Conditions (“Terms”) govern your use of our cleaning services, including domestic cleaning, NDIS-funded support cleaning, end-of-lease cleans, and general property services (“Services”). By using our Services, you agree to comply with and be bound by these Terms. Please read them carefully.
1. Definitions
- Services: All cleaning and related services provided by Smurfettes Service Pty Ltd, including NDIS participant support cleaning, private domestic cleaning, deep cleans, spring cleans, end-of-lease cleans, and any additional services outlined in the client’s quote or agreement.
- Client: The individual or organisation booking and paying for the Services.
- Property: The premises where the Services are to be performed.
- NDIS Participant: An individual receiving support through the National Disability Insurance Scheme, either self-managed, plan-managed, or NDIA-managed.
- Quote: The cost estimate provided to the Client prior to the commencement of Services, based on the information provided.
2. General Terms
2.1 Acceptance of Terms
By booking and utilising our Services, you acknowledge that you have read, understood, and agreed to these Terms. If you do not agree with any part of these Terms, you must not use our Services.
2.2 Service Agreement
A separate service agreement or quote may outline specific details related to the Services. These Terms supplement and form part of that agreement.
2.3 Access to Property
The Client must provide clear and safe access to the Property at the scheduled Service time. If the Client is not present, they must provide keys, access codes, or allow access as agreed. If we cannot access the Property, any cancellation charge is assessed under clause 5.2.
2.4 Client Conduct
Clients are expected to always treat Smurfettes staff & contractors with respect and professionalism. Abusive, aggressive, or inappropriate conduct will result in immediate termination of Services.
3. Scope of Services
3.1 Domestic Cleaning
Includes but is not limited to:
- General surface dusting and wiping
- Cleaning bathrooms and kitchens
- Vacuuming and mopping floors
- Emptying bins
- Spot-cleaning marks on walls
- Tidying common areas
3.2 NDIS Cleaning
NDIS-related Services are tailored to meet participant goals and daily support needs. All NDIS services must be covered by an active plan and confirmed in writing through a signed Service Agreement.
3.3 Deep Cleaning / Spring Cleaning
May include additional detail such as:
- Skirting boards
- Inside fridge/cupboards (if requested)
- Window ledge
- Wall marks and light switches
- Intensive kitchen and bathroom detail
3.4 End-of-Lease Cleaning
Suitable for tenants vacating a rental property, covering areas typically requested by real estate agencies. Services include:
- Oven cleaning
- Internal window cleaning
- Baseboards, fittings, and appliance wipe-down
- Detailed bathroom/kitchen clean
4. Service Exclusions
Unless specifically quoted or agreed in writing, the following are excluded from our standard Services:
- Carpet steam cleaning
- Tile and Grout cleaning
- Mould treatment or remediation
- Exterior window or pressure cleaning
- Moving heavy furniture
- Pest control
- Garden or lawn care
- Painting, repairs, or maintenance work
- Handling pet waste or biohazards
- Lifting, climbing, or roof access tasks
- Washing dishes or laundry (unless approved beforehand)
5. Booking and Cancellations
5.1 Booking Confirmation
All bookings are confirmed once an agreement is signed or a quote is accepted via email, SMS, or verbal agreement followed by written acknowledgment.
5.2 Cancellations
Please tell us as soon as possible if you need to cancel or change a booking.
- Private bookings cancelled with at least 48 hours’ notice: no cancellation fee.
- Private bookings cancelled with less than 48 hours’ notice, or where agreed access is unavailable on arrival: a cancellation fee of up to the agreed service charge may apply, subject to your booking agreement and applicable law.
For NDIS-funded bookings, a cancellation claim is made only where the applicable NDIS rules permit it for the support item and all claiming conditions are met. The cancellation terms must be agreed in your service agreement. We assess the agreed notice period, whether alternative billable work was available and any applicable worker-payment requirement before making a claim. A claim will not exceed the agreed fee or applicable NDIS limit. A shorter notice period or a waived fee may be agreed. We do not automatically charge every cancelled NDIS booking or treat an unclaimable amount as a private debt.
6. Payment Terms
6.1 Private Clients
Regular Recurring Cleans – Payment is due on the same day the service is completed unless otherwise agreed. Accepted payment methods include bank transfer and credit card.
One Time Cleaning Service – Payment is due on the same day the service is completed unless otherwise agreed. Accepted payment methods is by credit card.
6.2 NDIS Clients
Invoices are issued to your plan manager or NDIA as per your Service Agreement. If you are self-managed, you must ensure prompt payment upon receipt.
6.3 Late Payments
Please contact us promptly if an invoice is overdue or you believe it is incorrect. Any late-payment fee for a private booking must be clearly agreed in writing and lawfully recoverable. For NDIS-funded Services, an additional fee is charged only where the applicable NDIS pricing arrangements expressly permit it. We do not automatically add a $15 fee to NDIS invoices. Continued non-payment may lead to suspension of future Services, subject to the service agreement and applicable law.
7. Quotes
7.1 Estimate Basis
Quotes are based on the information provided by the Client. If an assessment or the work reveals a change to the required scope, we explain the proposed change and any additional price before proceeding with that additional work. Changes to the agreed scope or price require the Client’s agreement. Work may be paused while the revised scope and price are considered.
7.2 Quote Validity
Any expiry date is stated in the written quote. Please contact us if no expiry date is stated or if the requested work changes. We confirm the current scope, price and availability before accepting a booking.
8. Service Adjustments
Requests to add, remove, or modify booked Services must be communicated at least 24 hours prior to the scheduled time. Last-minute changes are not guaranteed and may result in a fee or reschedule.
9. Responsibility for Personal Items
Please secure valuables, electronics, fragile items and personal documents before the Service begins, and tell us about items needing special care. Responsibility for any loss or damage is assessed from the circumstances and applicable law. This clause does not exclude rights or remedies that cannot lawfully be excluded, including where a Service is not provided with due care and skill.
10. Health and Safety
- Clients must ensure the premises are safe, hygienic, and accessible.
- Unsafe environments (e.g. infestations, bodily fluids, animal waste) will result in immediate refusal of service.
- All hazards must be disclosed prior to booking.
11. Insurance and Liability
Contact us if you need information about insurance relevant to your proposed Service. Please report an accident or damage as soon as reasonably possible and provide the information needed for us to investigate. Prompt written notification helps us assess the matter, but a delay does not by itself remove rights or remedies available under applicable law. Claims are reviewed on their facts. Nothing in these Terms limits liability or compensation that cannot lawfully be limited.
12. Personal Information
We collect information needed to assess enquiries, arrange and deliver agreed Services and communicate with clients. Please share only information you or the participant have authorised and that is needed for the request. Contact us to ask how information relating to your enquiry or Service is handled, or to request access to or correction of your information. Collection, use and disclosure remain subject to applicable privacy requirements.
13. Feedback and Dispute Resolution
If you are dissatisfied with a Service, please contact us as soon as reasonably possible, preferably within 48 hours, so we can investigate promptly. A delay does not by itself remove rights or remedies available under applicable law. We will assess the concern and discuss an appropriate resolution. Where the law provides a right to a remedy, that right is preserved.
14. Termination of Services
We may terminate ongoing or future Services immediately if:
- There is ongoing non-payment
- The environment is unsafe for staff
- The Client is abusive or uncooperative
- There is a breach of these Terms
15. Updates to Terms and Conditions
We may update these Terms for future bookings. We will give affected clients written notice of material changes before they take effect. Changes do not retrospectively alter an accepted quote or existing service agreement unless the parties agree or the law requires it. If a proposed change affects your ongoing services, please contact us to discuss your options before it takes effect. The current version is available upon request and online.
16. Governing Law
These Terms and Conditions are governed by the laws of Australia. Any disputes will be resolved in accordance with Australian consumer and contract law. Nothing in these Terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, restricted or modified.