Soiled Feather Cleaning Services

This Document constitutes a legally binding contract between the entity operating as Soiled Feather Cleaning (“the Company”, “we”, “us”, or “our”) and the person or corporate entity purchasing services from us (“the Customer”, “you”, or “your”). By booking a Service, accepting an estimate, or permitting our personnel entry onto the designated Service Site, you agree to comply with and be bound by these Terms and Conditions.

1. Scope of Services & Operational Site Access

1.1 Service Execution

The Company shall provide domestic or commercial cleaning services as specified within the booking confirmation
email, itemized quote, or formal scope of work document issued to the Customer.

1.2 Access and Entry Requirements

The Customer must provide clear, uninhibited, and safe access to the designated property at the scheduled operational time. This includes provisioning functional door keys, secure gate/lockbox codes, or ensuring an authorized representative is present on-site. If entry is obstructed or keys malfunction, the Lockout Policy (Section
2.2) will instantly apply.

1.3 Utility Provisions

The Customer must ensure that the service site maintains continuous access to running mains water, operational electrical outlets, and safe interior climate controls (adequate lighting and ventilation). If utilities are disconnected, inoperable, or deemed unsafe by our cleaning technicians, we reserve the right to abort the booking immediately. In this scenario, the Company may charge a reasonable call-out fee reflecting labour, travel and scheduling costs incurred.

2. Amendment, Cancellation, and Lockout Framework

We require reasonable notice to manage our staff roster, travel logistics, and client booking schedules equitably. All adjustments must occur through formal written notice or electronic booking portals.

2.2 Lockout Adjustments

If our cleaning technicians arrive at the site and are unable to access the property within fifteen (15) minutes of the scheduled arrival time (due to keys not working, missing codes, or absent occupants), the team will depart the site. The booking will be logged as an on-the-day cancellation. A lockout fee of up to the booking value may apply where labour resources cannot be redeployed. 

3. Financial Terms, Pricing Adjustments, and Unpaid Balances

3.1 Scope Variation and Price Adjustments

Quotes delivered via telephone, website calculators, or digital messaging are baseline estimates based on average structural assumptions. If, upon arrival, our team identifies that the site exhibits conditions deviating from
standard parameters (e.g., biohazards, extensive post-construction debris, extreme neglect, or unguided hoarding, not as describe parameters (Such as selecting flat house in the form instead of 2-story house), we will contact you to propose an adjusted fee or a modified scope of work. If you reject the reasonable price adjustment, we reserve the right to cancel the booking on the spot, subject to a late-cancellation fee equivalent to 60% booking.

3.2 Payment Modalities

Payment must be finalized via electronic funds transfer (EFT), credit card, or approved online payment processors within 6 days of invoice issuance.

3.3 Delinquent Accounts and Recovery Costs

Invoices remaining unpaid after seven (6) calendar days past the due date will accrue interest at a rate of 10% per annum, calculated daily. The Customer agrees to indemnify the Company for any supplementary out-of-pocket costs incurred in pursuing outstanding balances, including external debt collection agency commission premiums and legal fees on a full solicitor-client basis.

4. Workplace Health, Safety (WHS), and Biological Hazards

The safety of our cleaning technicians is paramount and governed by the Work Health and Safety Act 2012 (Tas).

4.1 Environmental Exclusions

Our cleaning teams are neither equipped nor certified to remediate hazardous materials or toxic biological
environments. Our staff will not clean or handle:

• Human or animal bodily fluids, raw sewage, or waste products;
• Heavy or active toxic mold infestations spanning structurally significant areas;
• Active pest, rodent, or severe insect infestations (e.g., bedbugs, fleas); or
• Unstable chemical compounds, asbestos residue, or drug-related paraphernalia.

If a technician encounters these hazards, they will cease work in the affected zone instantly. The Customer remains liable for work completed together with reasonable costs incurred before termination of the service.

To mitigate musculoskeletal injuries, technicians are legally restricted from performing heavy lifting or manual relocation of fixtures weighing more than 15 kilograms. If cleaning is required directly behind heavy appliances (e.g., refrigerators, washing machines) or substantial furniture configurations, the Customer must slide these items
out into an accessible position prior to the service window.

4.3 Inclement Weather

Weather-Related Delays: Soiled Feather Cleaning Services prioritizes the safety of our team and the integrity of your property. In the event of severe weather, we may determine this as unsafe to travel or unsafe to perform work, therefore, we reserve the right to reschedule interior and exterior services. We will provide as much notice as possible and prioritize your property for the next available opening.

4.4 Force Majeure / Events Beyond Reasonable Control

In the occurrence of an Unpredictable Event, Soiled Feather Cleaning Services shall be fully excused from performing its scheduled obligations under this agreement. The company, its owners, and its technicians shall not be held liable, financially or otherwise, for any delays, missed appointments, or inability to complete a service resulting from such conditions.

4.5 Scheduling & Arrival Times

We provide a 1-hour arrival window to account for unpredictable traffic and parking conditions. For example, an appointment scheduled for the morning will have an arrival window of 8:00 AM–9:00 AM. If we are running behind schedule, we will contact you immediately with an updated ETA

4.6 Right to Refuse or Terminate Service

Soiled Feather Cleaning Services reserves the right to reject, pause, or permanently terminate service at any time, before or during a scheduled clean. Circumstances that may result in an immediate refusal of service include, but are not limited to:

Biohazards & Hazardous Materials: The presence of excessive needles/sharps, or hoarding conditions that pose a health risk and require specialized remediation.

Safety & Well-being: Any situation where our cleaning technicians feel unsafe, threatened, verbally abused, harassed, or uneasy for any reason.

Billing Policy for Refusal: If a service is refused or terminated mid-job due to any of the safety or environmental hazards listed above (Except clauses 4.3 & 4.4),The Customer remains liable for work completed together with reasonable costs incurred before termination of the service.

5. Accidental Damage, Property Liability, and Reporting Obligations

5.1 Reporting Window

The Customer must perform a thorough inspection of the property immediately upon completion of the service. Any alleged property damage, structural breakage, or operational deficiency must be reported in writing to the Company, accompanied by photographic evidence. Customers should notify the Company as soon as reasonably practicable, preferably within 24 hours. 

5.2 Liability Adjustments and Exclusions

While our technicians operate with the utmost professional vigilance, we explicitly exclude liability for damages arising from:

• Pre-existing wear and tear, material degradation, solar bleaching, or intrinsic structural fragility;
• Improperly installed, defective, or structurally unstable building fixtures (e.g., loose curtain rods, poorly anchored shelving units, or unstable cabinetry door hinges); or
• Valuable heirloom assets, fragile glassware, or fine art pieces left completely unshielded or un-noted in active cleaning zones.

5.3 Limit of Liability (Non-ACL Claims)

To the maximum extent permitted under Tasmanian law (and strictly respecting non-excludable elements of the Australian Consumer Law), our total aggregate liability for non-personal injury claims stemming from negligence or contractual breaches is provided it expressly excludes: 

• ACL rights  

• personal injury claims  
• wilful misconduct  

This limitation does not apply where prohibited by law. 

6. Consumer Guarantees Remedy Framework

6.1 Minor Failures

If a service deficiency is minor and represents a fixable breach of the consumer guarantees, Claims should be reported within 24 hours where reasonably possible. The Company will dispatch an operational team to inspect and re-clean the specific problematic zones at zero additional charge to the Customer. You must allow the Company this reasonable opportunity to remedy the service shortfall. If your circumstances change and you can no longer fulfil your original slot, your payment will be safely transferred into a Soiled Feather Cleaning Service Credit, valid for use within six (3) months. For broken items, the company will try to replace or repair the damaged item

6.2 Major Failures

If the service failure is major (i.e., the service cannot be reasonably fixed, or is completely unfit for its basic purpose), the Customer possesses the legal right under the ACL to:

• Request a refund matching the unmitigated failure; or
• Demand financial compensation to offset the drop in value of the delivered service.

7. Non-Solicitation of Operational Personnel

The Company invests substantial resources into recruiting, training, police checking, and managing its cleaning technicians. The Customer agrees that they will not independently hire, solicit, contract, or privately retain the professional cleaning services of any operational technician introduced to them by the Company during the term of this agreement and for a period of Twelve (12) months following the termination or completion of services. Should a breach of this non-solicitation covenant occur, the customer agrees to pay the company a recruitment fee of $2,000 or actual recruitment costs incurred (whichever is greater) per individual hired. This fee is acknowledged by both parties as a fair,
balanced, and reasonable compensation for the loss of human capital and recruitment overheads.

8. Dispute Resolution Framework

Before initiating any formal judicial or administrative litigation, the parties agree to engage in the following cooperative dispute resolution pathway:

Good Faith Negotiation: Representatives or managers from both sides must meet (virtually or via telephone) to attempt a mutually acceptable commercial resolution.

Written Notice: The aggrieved party must issue a formal written “Notice of Dispute” outlining the exact grievance and proposed fix.

9. Term and Termination (For Recurring)

The Client agrees that if this Agreement is terminated early, an Early Termination Fee shall apply. This fee shall be calculated as reasonable unrecovered onboarding, equipment and scheduling costs actually incurred.

10. Insurance 

The business maintains: 

• Public Liability Insurance  

• Professional Indemnity (if applicable)  

11. Privacy 

Please see our privacy collection notice https://soiledfeather.com/privacy-policy/

12. Governing Law 

These Terms are governed by the laws of Tasmania and the Commonwealth of Australia. 

Severability

If any provision is held invalid or unenforceable, the remainder continues in force.

By agreeing and continuing to book our services online, the Customer confirms they have read, fully understood, and accepted these terms in full.