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. Failure to provide access will result in a full cancellation charge.
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
Smurfettes enforces a strict cancellation policy:
- 48+ hours’ notice: No cancellation fee.
- Less than 48 hours’ notice: 100% cancellation fee.
- Access denied on arrival (e.g. no one home, locked gate): 100% cancellation fee applies.
This applies to all bookings, including private and NDIS-funded clients. Clients are encouraged to cancel in advance to avoid charges.
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
Invoices not settled within 7 calendar days may incur a $15 late fee. Continued non-payment may result in suspension of Services.
7. Quotes
7.1 Estimate Basis
Quotes are estimates based on the information provided by the Client and may be adjusted after an on-site assessment or once the service begins.
7.2 Quote Validity
If an accident or damage occurs, the Client must notify us in writing within 48 hours of service completion. Claims will be reviewed case-by-case and liability is capped at the total cost of the affected Service.
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
Clients are responsible for securing valuables, electronics, fragile items, and personal documents before the Service begins. Smurfettes is not liable for loss or damage to items not removed or secured.
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
Smurfettes Service Pty Ltd holds valid Public Liability Insurance.
If an accident or damage occurs, the Client must notify us in writing within 48 hours of service completion. Claims will be reviewed case-by-case and liability is capped at the total cost of the affected Service.
12. Privacy Policy
Smurfettes is committed to protecting your privacy. Personal information is collected for service delivery and communication purposes only and is not shared unless required by law or with your consent.
13. Feedback and Dispute Resolution
If you are dissatisfied with the outcome of a Service, please notify us within 48 hours. We will investigate the matter and, where appropriate, offer a resolution such as a re-clean.
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
Smurfettes Service may update these Terms and Conditions at any time without notice. The most current version will always be available upon request or published online. Continued use of our Services confirms your acceptance of the updated Terms.
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.