Packed Cleaning
This document forms a legally binding agreement between Soiled Feather Cleaning (“the Company,” “we,” “us,” or “our”) and the individual or business entity purchasing services (“the Customer,” “you,” or “your”). By booking a service, accepting a quote, or allowing our staff access to the designated service location, you agree to adhere to and be governed by these Terms and Conditions.
Scope of Services and Access to Operational Sites
1.1 Service Delivery
The Company will provide domestic or commercial cleaning services as detailed in the booking confirmation email, itemized quote, or formal scope of work document provided to the Customer.
1.2 Access and Entry Criteria
The Customer must ensure clear, unrestricted, and safe access to the designated property at the scheduled time. This includes providing working door keys, secure gate or lockbox codes, or having an authorized representative present on-site.
1.3 Utility Provisions and Services Overview
The Customer must ensure the service site has uninterrupted access to running mains water, working electrical outlets, and a safe interior environment with sufficient lighting and ventilation.
2.1 Framework for Amendments, Cancellations, and Lockouts
We require sufficient notice to effectively coordinate our staff schedules, travel arrangements, and client bookings fairly. All changes must be made through formal written communication, phone call, text messages or via our electronic booking system.
2.2 Lockout Modifications
If our cleaning technicians arrive on-site and cannot access the property within fifteen (15) minutes of the scheduled arrival time—due to issues such as non-functioning keys, missing access codes, or absent occupants—they will leave the premises. This will be recorded as an on-the-day cancellation.
Financial Terms, Pricing Adjustments, and Outstanding Balances
3.1 Scope Changes and Pricing Modifications
Quotes provided via telephone, website calculators, or digital messaging are preliminary estimates based on typical structural assumptions. If, upon arrival, our team discovers site conditions that differ from standard parameters (such as biohazards, extensive post-construction debris, severe neglect, or unmanaged hoarding, or if the details provided were inaccurate—e.g., selecting a single-story home instead of a two-story), we will contact you to propose an adjusted fee or revised scope of work. If you decline the reasonable price adjustment, we reserve the right to cancel the booking immediately, we may charge a reasonable call-out fee to cover labour, travel, and scheduling costs.
3.2 Payment Methods
Payment must be completed through electronic funds transfer (EFT), credit card, bank transfer, or authorized online payment processors within 14 days of the invoice date.
3.3 Delinquent Accounts and Recovery Expenses
Workplace Health, Safety (WHS), and Biological Hazards Management
The safety of our cleaning technicians is our top priority and is strictly regulated by the Work Health and Safety Act 2012 (Tas).
4.1 Environmental Exclusions
Our cleaning teams are not equipped or certified to manage hazardous materials or toxic biological environments. Our staff will not clean or handle the following:
- Human or animal bodily fluids, raw sewage, or waste materials;
- Extensive or active toxic mold infestations affecting structurally critical areas;
- Ongoing infestations of pests, rodents, or severe insects (e.g., bedbugs, fleas); or
- Unstable chemical substances, asbestos remnants, or drug-related paraphernalia.
To prevent musculoskeletal injuries, technicians are legally prohibited from lifting or manually moving fixtures weighing over 15 kilograms. If cleaning is needed behind heavy appliances (such as refrigerators or washing machines) or large furniture arrangements, the Customer must move these items into an accessible position before the service appointment.
4.2 Severe Weather Conditions
Weather-Related Delays: At Packed Cleaning, the safety of our team and the protection of your property are our top priorities. In cases of severe weather, we may deem travel or work unsafe and reserve the right to reschedule both interior and exterior services. We will notify you promptly and prioritize your property for the earliest available appointment.
4.3 Force Majeure and Events Beyond Reasonable Control
In the event of an Unpredictable Event, Packed Cleaning will be fully excused from fulfilling its scheduled obligations under this agreement. The company, its owners, and its technicians shall not be held responsible, financially or otherwise, for any delays, missed appointments, or inability to complete services caused by such circumstances.
4.4 Scheduling and Arrival Times
We offer a 1-hour arrival window to accommodate unpredictable traffic and parking conditions. For example, a morning appointment will have an arrival window between 8:00 AM and 9:00 AM. If we experience any delays, we will promptly contact you with an updated estimated time of arrival.
4.5 Right to Decline or End Service
Biohazards & Hazardous Materials: The accumulation of excessive needles or sharps, as well as hoarding conditions that create health risks, necessitating specialized cleanup and remediation.
Safety & Well-being: Any situation in which our cleaning technicians feel unsafe, threatened, verbally abused, harassed, or uncomfortable for any reason.
Billing Policy for Refusal: If a service is refused or terminated mid-job due to any safety or environmental hazards outlined above (excluding clauses 4.2 and 4.3), the Customer remains responsible for payment of all work completed and any reasonable costs incurred prior to service termination.
Accidental Damage, Property Liability, and Reporting Requirements
5.1 Reporting Period
The Customer must conduct a thorough inspection of the property immediately after the service is completed. Any claimed property damage, structural damage, or operational issues must be reported to the Company in writing, along with photographic evidence. Customers should notify the Company as promptly as possible, ideally within 24 hours.
5.2 Adjustments and Exclusions of Liability
While our technicians perform their duties with the highest level of professional care, we expressly disclaim liability for any damages resulting from:
- Pre-existing wear and tear, material deterioration, sun fading, or inherent structural weakness;
- Improperly installed, defective, or structurally unsound building fixtures—such as loose curtain rods, inadequately anchored shelving units, or unstable cabinet door hinges—or
- Valuable heirlooms, delicate glassware, and fine art pieces left unprotected or unnoticed in busy cleaning areas.
5.3 Limitation of Liability (Excluding ACL Claims)
To the fullest extent permitted by Tasmanian law, while fully respecting the non-excludable provisions of the Australian Consumer Law, our total aggregate liability for non-personal injury claims arising from negligence or breach of contract is limited and expressly excludes:
- ACL rights
- personal injury claims
- wilful misconduct
This limitation is not applicable where prohibited by law.
Consumer Guarantees and Remedy Framework
6.1 Minor Failures
If a service issue is minor and constitutes a rectifiable breach of consumer guarantees, claims should be reported within 24 hours wherever reasonably possible. The Company will send an operational team to inspect and re-clean the affected areas at no additional cost to the Customer. You must provide the Company with a reasonable opportunity to address and resolve the service deficiency. If your circumstances change and you cannot attend your originally scheduled appointment, your payment will be securely converted into a Packed cleaning Credit, valid for use within three (3) months. For damaged items, we will make every effort to repair or replace the item.
6.2 Major Failures
If the service failure is significant—meaning the service cannot be adequately repaired or is entirely unsuitable for its fundamental purpose—the Customer has the legal right under the ACL to:
- Request a refund corresponding to the total failure; or
- Request financial compensation to address the decrease in value of the provided service.
7. Dispute Resolution Framework
Prior to commencing any formal judicial or administrative proceedings, the parties agree to pursue the following collaborative dispute resolution process:
8. Good Faith Negotiation: Representatives or managers from both parties must meet, either virtually or by phone, to work toward a mutually agreeable commercial resolution.
9. Written Notice: The aggrieved party must submit a formal written “Notice of Dispute” clearly detailing the specific grievance and the proposed resolution.
10. Insurance
The business upholds:
- Public Liability Insurance
- Professional Indemnity (if applicable)
11. Privacy
Please review our Privacy Collection Notice at https://packedcleaning.com/privacy-policy/
12. Governing Law
These Terms are governed by the laws of Tasmania and the Commonwealth of Australia.
Refund and Cancellation
- We issue refunds and process cancellations in accordance with Tasmanian law.
- If you change your mind within 24 hours or on the day of the scheduled service, we may apply a reasonable call-out fee to cover labor, travel, and scheduling expenses.
- Requests for refunds must be made within a reasonable time frame after the service has been delivered.
- Refer to our refund policy https://packedcleaning.com/refund-policy/
Severability
If any provision is found to be invalid or unenforceable, the remaining provisions shall continue in full effect.
By proceeding with the online booking, the Customer acknowledges that they have carefully read, fully understood, and agreed to these terms in their entirety.
For more inquiries, contact us at
0456707579
info@packedcleaning.com
