VIP Carpet Cleaning Terms and Conditions

1. APPLICATION OF TERMS AND CONDITIONS

   1. These terms and conditions constitute the full and complete agreement (the "Agreement") between you, the Customer, and VIP Home Services Pty Ltd ("VIP") of Unit 2, 277-281 Sir Donald Bradman Drive, Cowandilla SA 5033, for the provision of carpet and upholstery cleaning services and other services by VIP, as set out in paragraph 11 below (“the services”). 

   2. Please take some time to review this Agreement. Use of the services constitutes your acceptance of these terms and conditions.

   3. We may amend these terms and conditions from time to time and may do so by publishing an updated document on our website.  You agree that any use of the services following any such change to our terms and conditions, constitutes your agreement to be bound by the terms and conditions as amended.

   4. These terms and conditions are governed by the laws of Australia.

2. COLLECTION AND USE OF PERSONAL INFORMATION

   1. You may need to register on our website to utilise our services. When you register you will provide us with personal information such as your name and email address. We will handle all personal information we collect in accordance with our privacy policy (available here) and the applicable law. 

   2. We may otherwise collect personal information about you in order to provide our services and for other purposes as detailed in our privacy policy and as required or permitted under applicable law. This may include disclosing your information to third parties that help us deliver our services, such as information technology suppliers, communication suppliers, finance providers and our business partners.

   3. We will handle all personal information we collect in accordance with our privacy policy and the applicable law. Our privacy policy explains: 

      1. how we store and use, and how you may access and correct your personal information; 

      2. how you can lodge a complaint regarding the handling of your personal information; and 

      3. how we will handle any complaint. 

   4. If you would like any further information about our privacy policies or practices, please contact us.

   5. By providing your personal information to us, you consent to the collection, use, storage and disclosure of that information as described in the privacy policy and these terms. 

3. SERVICES

   1. We offer the services to you, subject to these terms and conditions.

   2. We reserve the right to amend the range of the services at any time.

   3. The services will be provided by us at the address specified by you, at a date and time mutually agreed between us.

   4. Any amendment to the services booked must be agreed with us before the time of the service to be provided.  The amendment is to be requested of us, not the individual Carpet Cleaning Technician.

4. PAYMENT METHODS

   1. We accept payment via the following payment methods:

      1. Electronic Funds Transfer (EFT);

      2. debit cards;

      3. selected credit cards such as Mastercard and Visa; and 

      4. cash.

   2. All pricing is in AUD. Prices are subject to change without prior notification.

   3. You agree to pay the price quoted by us in full at or prior to the time of service, unless other arrangements have been agreed in advance with us.

   4. Technicians will have the ability to facilitate payment at the time of service.

   5. Unless specified otherwise, all prices and quotations are expressed to be GST inclusive.

   6. If we have made arrangements to invoice you following a service being completed, you agree to pay the invoice in full within 7 days of the invoice date.  Any late payment of the invoice will attract a late payment fee of $10 per week. 

   7. We reserve the right to pass the collection of your debt to a collection agency at any time, which may also include the provision of your details to a credit reporting agency.  

   8. You agree to indemnify us for any costs associated with collecting the debt, including all legal costs (if applicable) and other related expenses.

5. REFUNDS AND RETURNS

   1. Given the nature of the services, we do not offer returns or refunds unless required under Australian consumer law. If your service is faulty or significantly different to that described on our website, please contact our customer service team. We do not accept returns or provide refunds for change of mind. 

   2. Our services come with guarantees that cannot be excluded under the Australian consumer law. Nothing in these terms purports to modify or exclude the conditions, warranties, undertakings and legal rights under the Australian Competition and Consumer Act and other local laws. Any and all other warranties or conditions are expressly excluded, including liability for incidental or consequential damages caused by breach of any express or implied warranty or condition.

6. BOOKINGS AND CANCELLATION

   1. The Customer can make a booking with us by telephone or via our website.

   2. Bookings to use our services will not be effective until confirmed by us.

   3. At the time of booking you must advise us of any hazards or risks at the property where the services are to take placed.

   4. A quote will be provided by us at the time of booking. In some cases, an inspection of the premises will be required before a quote is given.

   5. Sometimes a deposit may be required before a booking is confirmed.  Subject to clause 6.6.2 below, the deposit will be fully refundable provided you give us 48 hours’ notice of cancellation of your booking.

   6. If you wish to cancel or reschedule the following fees apply: 

      1. less than 24 hours' notice of cancellation or rescheduling, a cancellation fee equal to 25% of the cost of the booking will be payable;

      2. any deposit paid will be used to satisfy the cancellation fee payable, or part thereof and the balance will be refunded to you. 

   7. A cancellation fee will apply regardless of whether a deposit has been received.   

   8. If a booking is cancelled by us, no cancellation fee will be payable and you may reschedule or receive a full refund, unless the cancellation is as a result of a breach of customer warranties set out in clause 3 above.

7. ESTIMATES AND QUOTING

   1. Any written quote provided by us following inspection of the premises is valid for 30 days.  If for any reason we are required to attend and re-quote, a call out fee of $50.00 will be charged.

   2. Quotes for carpet cleaning are based on the following:

      1. Maximum room size applies for advertised or quoted “per room” pricing. Room is a maximum size of 14 square metres, any larger rooms will be quoted at a rate of $4.00 per square metre; 

      2. Any discount of smaller spaces is at the discretion of VIP

      3. Carpeted steps are quoted per step; 

      4. Difficult stains may incur an additional charge;

      5. All prices and quotes are subject to inspection and additional charges may apply (see clause 7.1 above);

   3. Quotes for upholstery cleaning are based on the following:

      1. Maximum width of upholstered seating is 75cm; any wider seating will be charged as a 2 seater;

      2. Recliners, loose cushions, ottomans and leather upholstery may attract additional charges.

   4. Any quote provided over the phone is always subject to a visual inspection by our technicians on the date of the service.

   5. The technician will confirm the price with you before work commences. Sometimes, following inspection the scope of the services changes significantly from the time of the original quote and the cost will also change, for example:

      1. If there are extra rooms or seating that require treatment;

      2. The rooms are larger than 14 square metres;

      3. Carpet or upholstery is heavily soiled and requires additional treatment (including animal stains or odours);

      4. Adequate parking near the premises is unavailable;

8. CUSTOMER’S WARRANTIES
   You warrant that you will:

   1. provide a safe working environment at the premises where our services are to take place;

   2. secure all fragile and valuable items at the premises;

   3. ensure our technicians have clear and unobstructed access to the areas to be serviced and advise us beforehand of any potential risks at the premises;

   4. provide our technicians with access to utilities as required, including but not limited to electricity, hot and cold water and bins for waste disposal.
       

9. OUR 7 DAY CUSTOMER SATISFACTION GUARANTEE

   1. We provide all our customers with a 7 day satisfaction guarantee.

   2. If you are not completely happy with our services and the results achieved, please contact us within 7 days of the completion of the services and we will remedy workmanship concerns, subject to clause 10 below.
       

10. EXCLUSIONS, LIMITATIONS AND INDEMNITIES

    1. To the extent permitted by law, our liability to you is limited to the resupply of the services.

    2. We are not responsible for:

       1. not completing the services due to a breach by you of any of the warranties in clause 7 above or in circumstances where the technician does not proceed with the service for health and safety reasons;

       2. stains or damage that cannot be completely removed or restored;

       3. any loss or damage outside of our reasonable control;

       4. any loss or damage to fragile or valuable items.

    3. We cannot guarantee that all stains will be removed upon cleaning. Stains derived from caustics, acids and permanent dyes may be permanent stains that cannot be removed.

    4. We are not responsible for any pre-existing condition that is not apparent upon visual inspection, including, but not limited to:

       1. Fugitive dyes not properly set in manufacture or re-dyeing;

       2. Lounge suites that have water or solvent soluble coloured backing material;

       3. Carpet that has been over-stretched during laying or suffers from de-lamination;

       4. Carpet that has suffered sun-damage, making it fragile or affecting dye-colour;

       5. Markers used on carpet, fabric backing or padding; 

       6. Bodily fluids within mattresses.

    5. We are also not responsible for:

       1. separation of carpet seams and joints in the cleaning process; 

       2. loosening of latex in carpet backing which deteriorates over time;

       3. any unforeseen results relating to the cleaning of tiles and grout, such as:

          1. loose, scratched or chipped tiles;

          2. loose, cracked or missing grout;

          3. UV fading or damage;

          4. staining of grout or tiles,

    6. Sometimes the technician may refuse to provide the services due to certain conditions or risk of damage to your furnishings. If you insist on the technician proceeding despite this, we will not be held responsible for any resultant damage.

    7. You acknowledge that the results of services provided may vary depending on factors such as the length of time since the last service and the quality of carpet or upholstery being cleaned.

    8. We will only provide a warranty for claims with respect to workmanship of the services provided if the claim is reported within 7 days of completion of the work. In the event of a customer complaint, you give us the opportunity to rectify all work.

    9. Except to the extent provided in this clause, we have no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the services provided by us (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by us).

    10. You indemnify us against all losses arising directly and indirectly as a result of the provision of the services and all legal costs and other expenses incurred by us as a result of any action (including recovery of a debt) taken against you.  This includes, to the extent permitted by law, damage or loss to such items as jewellery, art, antiques and cash.

11. SPECIFIC SERVICE TERMS

    1. With respect to tile and grout cleaning:

       1. Subject to clause 11.1.5 below, our tile and grout sealer is supported by a 12 month warranty;

       2. In wet areas such as showers, reoccurrence of mould and mildew is excluded from warranty claims;

       3. Sealed grout must only be cleaned with a soft bristle brush;

       4. The warranty will be voided if area is re-cleaned by another business or spot cleaned with a cleaner that is not neutral (ie, pH 6.5 – 7 );

       5. For warranty claims with respect to a spill, you must claim within 5 days of the spill occurring;

       6. You must make reasonable attempts to remove the stain with an approved neutral (pH6.5) cleaning product before contacting us;

       7. You must show your receipt as proof of purchase when making a warranty claim;

    2. With respect to carpet and fabric protection:

       1. You agree you have been informed that we use a type of fabric protection called stain release;

       2. Should the spillage or stain be caustic, acid or dye, this may impair the effectiveness of the product and results cannot be guaranteed;

       3. Any guarantee on the product is limited to attempting to remove the stain and re-applying the product to the affected area.

    3. With respect to air conditioning cleaning, we are not responsible for any:

       1. pre-existing damage to the air conditioning unit (whether visible or not), such as cracked housing components, damaged fins or UV fading or damage;

       2. issues associated with an incorrectly installed or designed system;

       3. issues with any devices at the premises in circumstances where we are required to turn off electricity to the premises during or after the cleaning process;

       4. damage as a result of power surges which may occur when turning the electricity back on after the cleaning of the air conditioning unit.

    4. With respect to mould treatment:

       1. this service is covered by a 12-month warranty, provided the aftercare program is applied by you as directed by our technicians;

       2. all prices are subject to an onsite inspection, price verification and evaluation by our technicians;

       3. for their health and wellbeing, pets and plants must not be on the premises during the mould service;

       4. the premises must be vacant during the mould removal process but may be re-occupied within 2 hours, or sooner if the VIP micro-mist fog is applied;

       5. micro-mist fog treatment may leave a sweetish fragrance which will dissipate within around 4 hours;

       6. all living areas are to be left clear of food and beverages whilst chemical products are in use;

       7. appliances and furnishings must be moved by you prior to commencement of the mould treatment;

       8. if high ceilings require scaffolding for safe reach an additional service fee will apply;

       9. there is a risk that paint will oxidise and discolour if it is greater than 5 years old;

       10. bubbling of paint may occur in high moisture areas;

       11. you must ensure all items are removed from the areas to be treated so that the technician has uninterrupted access to complete the decontamination;

       12. fire alarms are sensitive and may activate during micro-mist fogging, please take precautions and be aware;

       13. after treatment “rainout” or wetting of the walls and ceiling may occur if heating is turned to a temperature higher than 17C or the heater increases relative humidity above 60C;

       14. the sources of water leaks or pressurised ingress through plumbing, building or damage issues need to be remediated prior to the commencement of the treatment;

       15. the 12 month warranty does not apply to wet areas such as laundry and bathroom areas or if any unforeseen water intrusion occurs;

       16. if air sampling is introduced as a means to determine the level of damage, both micro-cleaning and micro-misting must be done and the air sample must be taken within 48 hours of treatment;

    5. Any advice regarding causes of mould and mould contamination and its ongoing prevention is general in nature and you should undertake your own research.

    6. In some circumstances, residue can be left of hard surfaces.  This residue is not dangerous and can be removed by neutral detergent.
        

12. TERMINATION

    1. This Agreement may be terminated by either party by the provision of at least 24 hours’ notice.

    2. Without prejudice to any other right or remedy available to us, if we consider that you have breached these terms or we otherwise consider it appropriate, we may immediately and without notice, suspend or terminate the services we were to provide

13. SEVERABILITY
    You agree that if any term of this Agreement is held by a competent Court to be void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to bind the parties.
     

14. WAIVER
    Any waiver of a right or obligation under this Agreement must be in writing.