Terms and Conditions

These Terms and Conditions form the service agreement (“Agreement”) between the Client and Alida Cleaning, ABN 52 504 454 472 (“Alida Cleaning”).

By booking, accepting a quote or using Alida Cleaning’s services, the Client agrees to these Terms and Conditions.

1. Cleaning Services

a) Alida Cleaning provides professional cleaning services to residential properties, including ongoing residential cleaning and other property cleaning services as agreed between Alida Cleaning and the Client (the “Service”).

b) Ongoing residential cleaning is offered primarily on a weekly or fortnightly recurring basis and is provided according to the cleaning plan agreed with the Client following their initial walkthrough. Alida Cleaning may also offer other cleaning services, including short-stay and holiday accommodation cleaning, subject to availability and separate service requirements.

c) Alida Cleaning provides Services on a fixed-price basis unless an alternative pricing arrangement has been expressly agreed with the Client. The Service price is based on factors including the size and condition of the Premises, service frequency, agreed cleaning requirements and overall scope of work.

d) Where a fixed price applies, the price is for completion of the agreed Service and is not based on the number of hours spent at the Premises. The time required may vary between visits and depending on the number of cleaners attending. This does not alter the agreed fixed Service price.

e) Alida Cleaning will provide the usual cleaning products, materials and equipment required to perform the Service unless otherwise agreed. Client-supplied products or equipment will only be used where agreed with Alida Cleaning in advance.

f) Alida Cleaning will perform the agreed Service with care and skill and in accordance with the agreed scope of Service.

2. Changes and Additional Services

a) The Client must advise Alida Cleaning of requested changes or additions to their Service as early as possible and, where possible, before the scheduled Service.

b) Additional cleaning tasks or changes to the agreed cleaning plan are subject to availability and approval by Alida Cleaning. Additional charges may apply.

c) Alida Cleaning may review the Client’s Service price or cleaning plan where there has been a material change to the Premises or circumstances affecting the work required. This may include additional household members or long-term guests, new pets, renovations, changes to the size or use of the Premises, or significant changes to its condition or cleaning requirements.

d) Where a permanent change to the Service price or cleaning plan is required, Alida Cleaning will advise the Client before the revised arrangement takes effect.

e) Alida Cleaning is not required to perform work outside the agreed scope unless the additional work has been accepted by Alida Cleaning.

f) Where the condition of the Premises at the time of a scheduled Service is materially different from its usual or assessed condition, Alida Cleaning may prioritise the agreed tasks that can be completed within the scheduled Service or discuss an additional Service or price adjustment with the Client.

3. Client Responsibilities

The Client agrees to:

a) Provide a safe and accessible working environment.

b) Ensure cleaners have unobstructed access to areas included in the agreed Service.

c) Provide access to hot and cold water, electricity and appropriate rubbish bins.

d) Advise Alida Cleaning of known hazards or unsafe conditions, including hazardous substances, bodily fluids, pest infestations, damaged electrical equipment or surfaces, unsafe flooring or aggressive animals.

e) Ensure pets are appropriately managed during the Service and advise Alida Cleaning of any animal that may behave aggressively, become distressed by cleaning equipment or present a safety risk. Alida Cleaning may require an animal to be secured separately.

f) Ensure areas included in the Service are accessible for cleaning. Excessive clutter or personal belongings may prevent some areas or surfaces from being cleaned.

g) Move heavy furniture, appliances or other items where cleaning underneath or behind them is requested. Cleaners are not required to move heavy or unsafe items.

h) Secure or appropriately store fragile, delicate, valuable or sentimental items, including cash, jewellery, artwork, antiques and important documents.

i) Provide accurate information required to safely and effectively provide the Service.

If these responsibilities are not met, Alida Cleaning may modify, decline or discontinue all or part of the Service where necessary for safety or where the agreed Service cannot be performed.

4. Health and Safety

a) Alida Cleaning may conduct a safety assessment of the Premises before or during a Service.

b) Alida Cleaning and its cleaners may refuse to commence, modify or stop all or part of a Service if the work presents a health or safety risk to a cleaner, Client, other person or animal.

c) Standard cleaning services do not include cleaning, handling or removal of hazardous or potentially infectious materials. This includes human or animal blood, urine, faeces, vomit, used needles or sharps, drug-related materials, significant mould, pest or vermin infestations or other hazardous substances.

d) Where these materials or conditions are identified, cleaners may leave the affected area untouched or discontinue the Service if it is unsafe to continue.

e) Cleaners are not required to work at unsafe heights, climb on furniture or unsuitable surfaces, move excessively heavy items, use damaged equipment or perform tasks considered unsafe.

f) The Client must advise Alida Cleaning if a new health or safety risk becomes known before a scheduled Service.

g) Alida Cleaning will take appropriate steps to perform Services safely and in accordance with applicable workplace health and safety requirements.

5. Quotes and Pricing

a) Alida Cleaning generally provides a complimentary walkthrough before quoting ongoing residential cleaning.

b) Following the walkthrough, Alida Cleaning may provide a fixed-price quote based on the agreed scope, condition and size of the Premises, service frequency and other relevant factors.

c) Unless otherwise stated, a quote is valid for four (4) days. Acceptance does not guarantee a particular service day or time until confirmed by Alida Cleaning.

d) Fixed-price quotes are for completion of the agreed Service and are not calculated according to hours spent at the Premises.

e) Quotes are based on the condition and circumstances of the Premises when assessed and information provided by the Client. If these differ materially, Alida Cleaning may discuss an adjustment to the Service, cleaning plan or price.

f) Prices for ongoing Services may be reviewed periodically due to changes in operating costs or other business factors. Clients will be given notice before a general price increase takes effect.

g) Unless otherwise stated, quoted prices are inclusive of GST where GST applies.

h) Alida Cleaning may decline to quote or accept work outside the services offered by the business or work that cannot safely be performed.

6. Bookings

a) Clients may enquire through the Alida Cleaning website or other approved contact methods. An enquiry or walkthrough does not constitute a confirmed booking.

b) Ongoing residential Clients will generally complete a complimentary walkthrough before receiving a quote and being offered an available recurring service position.

c) A Service is confirmed once the Client has accepted the quote, completed the required onboarding information, provided the required payment details, paid any required first Service deposit and received booking confirmation from Alida Cleaning.

d) Ongoing Clients will be allocated an agreed service frequency and usual service day or schedule. Exact arrival times may vary due to travel, staffing, previous Services or other operational circumstances.

e) Alida Cleaning may change a scheduled Service time, cleaner or cleaning team where required. Clients will be advised of significant scheduling changes where possible.

f) The Client must ensure information provided during the enquiry, walkthrough and booking process is accurate and advise Alida Cleaning of relevant changes.

g) Alida Cleaning reserves the right to accept or decline an enquiry, quote request or booking, subject to applicable law.

7. Payment Terms

a) The Client agrees to pay the applicable price for each Service.

b) Alida Cleaning may require Clients to provide and maintain a valid approved payment method as a condition of ongoing Services.

c) A deposit equal to 50% of the first scheduled Service price is required to secure a new Client’s first Service.

d) The first Service is not confirmed until the required deposit has been received. The deposit will be applied toward the total price of the first Service, with the remaining balance payable following completion of the Service.

e) Following completion of a Service, Alida Cleaning may process amounts payable for the Service using the Client’s authorised payment method, including applicable cancellation or access fees.

f) If a payment is unsuccessful, Alida Cleaning may contact the Client for an alternative payment method and may suspend or cancel the Service until valid payment details are provided.

g) Unless otherwise agreed or where a deposit has been required, payment is due on completion of the Service.

h) The Client is responsible for maintaining a valid payment method and sufficient available funds.

i) Additional payment or processing charges will only be applied where permitted by law and disclosed to the Client.

j) Alida Cleaning will provide an invoice or other appropriate record of the Service and amount charged.

8. Failed and Overdue Payments

a) If payment is declined, reversed or remains unpaid, the Client must arrange payment promptly after being notified.

b) Alida Cleaning may suspend or cancel upcoming Services while an amount remains outstanding. Resumption is subject to availability and the Client’s previous regular position cannot be guaranteed.

c) The Client is responsible for providing an alternative valid payment method where their nominated payment method fails.

d) Alida Cleaning may recover costs actually incurred in recovering an overdue debt to the extent permitted by law.

e) Alida Cleaning may end an ongoing Service arrangement where payments repeatedly fail or amounts remain unpaid.

9. Service Delays, Closures and Non-Attendance

a) Alida Cleaning will make every effort to attend on the agreed Service day and within any estimated arrival window.

b) Arrival times are estimates unless expressly agreed otherwise and may vary due to traffic, travel, staffing or unexpected delays.

c) Clients will be notified of significant delays where possible.

d) Alida Cleaning may need to reschedule or cancel a Service due to illness, staff unavailability, severe weather, vehicle issues, emergencies, unsafe conditions or other circumstances preventing the Service from being provided.

e) Where Alida Cleaning cancels a Service, the Client will not be charged for a Service that was not provided. Any payment already processed will be refunded or credited as appropriate.

f) Where possible, Alida Cleaning will offer an alternative Service time. Alternative appointments are subject to availability and are not guaranteed.

g) Alida Cleaning is not responsible for delays or inability to provide a Service caused by circumstances outside its control.

h) Alida Cleaning’s standard operating days are Monday to Friday. Regular Services are not provided on weekends or South Australian public holidays.

i) If a regular Service falls on a public holiday or notified closure day, the Service will not proceed as scheduled. Alida Cleaning may offer an alternative appointment subject to availability.

j) Alida Cleaning may close for planned business closure periods. Affected Clients will be provided with advance notice.

10. Service Concerns and Complaints

a) If the Client has a concern about a Service, they should contact Alida Cleaning as soon as possible and preferably within twenty-four (24) hours of completion.

b) The Client should provide details of the concern and photographs where appropriate.

c) Where the concern relates to an agreed cleaning task, Alida Cleaning will review the circumstances and determine an appropriate resolution with the Client.

d) Depending on the circumstances, this may include returning to address the affected area, a credit or refund, or another appropriate remedy.

e) Alida Cleaning must be given an opportunity to assess and, where appropriate, rectify a Service concern before another cleaning provider performs corrective work for which reimbursement is sought from Alida Cleaning.

f) Alida Cleaning is not responsible for work outside the agreed cleaning plan or results that could not be achieved through the agreed Service.

g) Nothing in this section limits rights or remedies available under the Australian Consumer Law that cannot lawfully be limited.

11. Service Limitations and Pre-existing Conditions

a) Cleaning results may vary due to the age and condition of surfaces, previous maintenance and cleaning, staining, wear, damage and the material being cleaned.

b) Alida Cleaning does not guarantee complete removal of stains, marks, discolouration, mould, mineral or hard-water deposits, adhesive residue, ingrained dirt or other conditions that cannot be removed through the agreed Service.

c) Alida Cleaning is not responsible for pre-existing wear, deterioration, defects or damage. Cleaning may make previously concealed wear, staining, discolouration or damage more visible.

d) The Client must advise Alida Cleaning of surfaces, fixtures, furnishings or items requiring special cleaning methods or that are particularly delicate where this would not be apparent to a professional cleaner.

e) Alida Cleaning is not responsible for areas or tasks left incomplete because of lack of access, excessive clutter, unavailable utilities, unsafe conditions or failure by the Client to meet their responsibilities under this Agreement.

f) Alida Cleaning is not responsible for delays or failure to provide a Service due to circumstances outside its control.

g) Nothing in this Agreement excludes, restricts or modifies consumer rights that cannot lawfully be excluded, restricted or modified.

12. Client Liability and Indemnity

a) To the extent permitted by law, the Client is responsible for loss, damage, injury or costs incurred by Alida Cleaning where directly caused by:

i. a breach of this Agreement;

ii. inaccurate or incomplete information provided by the Client;

iii. an undisclosed hazard or unsafe condition known to the Client;

iv. the actions of the Client, another occupant, visitor or animal; or

v. failure to provide safe access or comply with the Client’s responsibilities.

b) To the extent permitted by law, the Client indemnifies Alida Cleaning against losses, liabilities and costs arising directly from these circumstances, except where caused or contributed to by negligence, unlawful conduct or breach of this Agreement by Alida Cleaning or its employees.

c) Nothing in this section limits rights, remedies or liabilities that cannot lawfully be limited.

13. Accidents, Breakage and Damage

a) Alida Cleaning takes care when working within the Premises. If a cleaner becomes aware of accidental damage during a Service, the incident will be reported to Alida Cleaning and the Client as soon as possible.

b) If the Client believes damage, breakage or loss occurred as a result of a Service, they should notify Alida Cleaning as soon as possible and preferably within twenty-four (24) hours of discovering it.

c) The Client must provide information allowing Alida Cleaning to assess the incident, which may include photographs, details of the item and evidence of its value, ownership, repair or replacement cost.

d) Alida Cleaning must be given an opportunity to inspect or assess alleged damage before repair, replacement or disposal, except where urgent action is required to prevent further damage or address a safety risk.

e) Alida Cleaning is not responsible for pre-existing damage, ordinary wear and tear, deterioration, inherent defects, improperly installed or unsecured items, or damage resulting from an item or surface already being weakened or defective.

f) Clients are responsible for securing or removing cash, jewellery, important documents, artwork, antiques, fragile items and items of significant monetary or sentimental value before a Service.

g) Where Alida Cleaning is responsible for accidental damage, Alida Cleaning will work with the Client to determine an appropriate remedy, taking into account the circumstances, applicable law and any relevant insurance arrangements.

h) Nothing in this section limits rights or remedies under applicable Australian law that cannot lawfully be limited.

14. Cancellations and Rescheduling

a) Clients should provide as much notice as possible when cancelling, postponing or rescheduling a Service.

b) Where a Client cancels or reschedules with less than twenty-four (24) hours’ notice, including on the scheduled Service day, a cancellation fee equal to 50% of the scheduled Service price will apply.

c) Where at least twenty-four (24) hours’ notice is provided, no cancellation fee applies. Rescheduling is subject to availability.

d) Cancellation fees may be processed using the Client’s authorised payment method.

e) Where a 50% first Service deposit has been paid and the first Service is cancelled or rescheduled with less than twenty-four (24) hours’ notice, the deposit will be retained and applied as the applicable cancellation fee. No additional cancellation fee will be charged for that Service. Where at least twenty-four (24) hours’ notice is provided, the deposit may be transferred to a rescheduled first Service or refunded if the Client cancels the Service entirely.

f) Weekly and fortnightly Services reserve recurring capacity within Alida Cleaning’s schedule. If a Client skips or cancels a Service, an alternative appointment before their next regular Service cannot be guaranteed.

g) Where a skipped Service creates a longer period between cleans and additional cleaning is required, Alida Cleaning may discuss an adjustment to the scope or price of the next Service.

h) Alida Cleaning may waive or reduce a cancellation fee in exceptional circumstances. A waiver on one occasion does not change the cancellation policy for future Services.

15. Ending Ongoing Services

a) The Client may end their ongoing Service arrangement at any time by providing written notice.

b) If ending the arrangement also cancels a scheduled Service with less than twenty-four (24) hours’ notice, the cancellation fee under Section 14 applies.

c) Alida Cleaning may end an ongoing Service arrangement by providing the Client with notice.

d) Alida Cleaning may suspend or end Services immediately where:

i. an amount remains unpaid;

ii. the Client repeatedly fails to comply with this Agreement;

iii. the Premises present a health or safety risk;

iv. a cleaner experiences threatening, abusive, discriminatory, harassing or inappropriate behaviour;

v. an animal presents a safety risk;

vi. the Client repeatedly prevents access to the Premises; or

vii. Alida Cleaning determines it can no longer safely or appropriately provide the Service.

e) Ending the arrangement does not affect outstanding payment obligations or other rights and obligations arising before termination.

16. Property Access, Keys and Lockouts

a) The Client is responsible for ensuring Alida Cleaning has safe access to the Premises at the scheduled Service time.

b) Access may be provided by the Client being present, key, lockbox, access code, smart lock or another agreed method.

c) Keys, access codes and other entry information provided to Alida Cleaning will be kept secure and used only for purposes connected with providing the Service.

d) The Client must notify Alida Cleaning of changes to keys, locks, alarms, access codes or other access arrangements that may affect entry.

e) If a cleaner attends but cannot gain access because of circumstances within the Client’s control, the Service may be treated as a late cancellation and the fee under Section 14 may apply.

f) Cleaners are not required to wait for an extended period while access is arranged. Alida Cleaning will attempt to contact the Client before leaving where possible.

g) The Client is responsible for managing alarm systems and providing instructions required to safely enter and leave the Premises.

h) If a key or physical access device entrusted to Alida Cleaning is lost or damaged while in Alida Cleaning’s possession, Alida Cleaning will notify the Client and work with them to resolve the issue.

i) The Client must advise Alida Cleaning in advance of parking restrictions, building access requirements, security procedures or other conditions that may affect access to the Premises.

j) Where paid parking, access charges or similar costs are required and free parking or access is unavailable, the cost may be passed on to the Client. Alida Cleaning will advise the Client of applicable charges.

17. Privacy, Client Information and Photographs

a) Alida Cleaning may collect and use personal information required to manage enquiries, bookings, payments, communication and Services.

b) Client information may be stored or processed using third-party systems used for booking, payment, accounting and communication.

c) Alida Cleaning will take appropriate steps to protect Client information from misuse, loss, unauthorised access, modification or disclosure.

d) Relevant Client information may be provided to Alida Cleaning employees where required to perform or manage the Client’s Service.

e) Alida Cleaning may take photographs of areas of the Premises for service documentation, quality control, training, reporting damage or pre-existing conditions, or resolving a Service concern.

f) Service photographs will be handled with care and will not intentionally include people, personal documents or identifying information unless required to document an incident or Service concern.

g) Photographs or content from the Premises will not be used for advertising, social media or public marketing without the Client’s permission.

h) Marketing photograph consent is voluntary and is not a condition of receiving Services.

i) Alida Cleaning may communicate with the Client by email, SMS, telephone or through its booking/client management systems for purposes connected with the Service.

18. Changes to These Terms

a) Alida Cleaning may update these Terms and Conditions from time to time to reflect changes to Services, business practices, legal requirements or business needs.

b) The current Terms and Conditions will be available electronically through the Alida Cleaning website, booking system or client portal.

c) Where a change materially affects an ongoing Client’s rights, responsibilities, fees or Service arrangements, Alida Cleaning will provide notice before the change takes effect.

d) Continued use of Alida Cleaning’s Services after updated Terms take effect constitutes acceptance of those Terms, subject to applicable law.

e) Changes will not retrospectively alter fees, obligations or liabilities relating to Services already provided unless agreed with the Client or required by law.

19. Governing Law

a) This Agreement is governed by the laws of South Australia and applicable laws of the Commonwealth of Australia.

b) The Client and Alida Cleaning submit to the jurisdiction of the courts and tribunals of South Australia, subject to applicable law.

20. Severability

If any provision of this Agreement is found to be invalid, unlawful or unenforceable, that provision will be severed to the extent necessary and the remaining provisions will continue in effect.

21. Cleaning Personnel

a) Alida Cleaning may provide Services using the business owner and/or employees of Alida Cleaning.

b) Alida Cleaning determines the cleaner or cleaning team assigned to each Service and may change assigned personnel for staffing, scheduling, training or operational purposes.

c) While Alida Cleaning will aim to provide consistency for ongoing Clients, a particular cleaner or cleaning team is not guaranteed.

d) The number of cleaners attending may vary. For fixed-price Services, changes to the number of cleaners or time required do not alter the agreed Service price.

e) Concerns regarding an Alida Cleaning employee or cleaning team should be raised directly with Alida Cleaning.

22. Direct Engagement of Employees

Clients must not knowingly engage an Alida Cleaning employee privately to provide cleaning services outside Alida Cleaning where the Client was introduced to that employee through Alida Cleaning.

Requests to engage an Alida Cleaning employee for additional or alternative cleaning services must be arranged through Alida Cleaning.