Terms and Conditions

Last Updated: 18/04/2026

1. INTERPRETATION AND DEFINITIONS

1.1 In these Terms:

(a) Business / We / Us / Our means Precision Home Care.
(b) Client / You / Your means the person or entity booking the Service.
(c) Property means the address where the Service is performed.
(d) Service means the cleaning services selected and confirmed by Us.
(e) Booking means a confirmed service request accepted by Us.
(f) Checklist means the Precision Home Care Cleaning Service Checklist.
(g) Heavily Soiled means a condition materially above a normal maintenance clean, including heavy build-up, excessive grime, clutter, undisclosed pet hair, or conditions requiring additional time or products.

1.2 These Terms apply to all Services and prevail over other communications unless otherwise agreed in writing.

1.3 Nothing in these Terms excludes or modifies rights under Australian Consumer Law.

2. WEBSITE USE

2.1 By using Our website, You agree to these Terms.

2.2 We may update these Terms at any time. The current version will apply to all Bookings.

3. SCOPE OF SERVICE, BOOKINGS AND VARIATIONS

3.1 Precision Home Care requires an initial “deep clean” of bathrooms and kitchens on the first clean. This will add an extra 30mins for each bathroom and 30mins for each kitchen.

3.2 Precision Home Care cleans from a detailed checklist and requires a specific amount of time to complete each room, if you do not book enough time the clean it is not guaranteed a high standard of result and a completed checklist.

3.3 Service is strictly limited to the agreed package, Add-Ons, and Checklist.

3.4 Additional tasks cannot be added on the day of the service by the client.

3.5 If undisclosed conditions, heavy build-up, misrepresentation, or pet hair are identified, We may:

• Reschedule the Service or add more service time for the next clean and ask the client to prioritize what they want done within the booked time and/or add the "Pets" service fee of $25, 30mins extra will be added to NDIS client's invoices.

3.6 Precision Home Care offers both standard and deep cleans. If you require a deep clean, it must be selected as an Add-On after the initial clean.

3.7 A booking is only confirmed once accepted by Precision Home Care and may be declined at our discretion.

3.8 Tasks are completed based on professional judgment and/or Client priority within the allocated time.

3.9 Where Clients provide specific instructions, Precision Home Care is not responsible for outcomes resulting from those instructions

3.10 Clients acknowledge that cleaning outcomes are dependent on time booked, Property condition, and scope of Service.

3.11 Clients acknowledge that partial completion of the Checklist is acceptable where insufficient time has been booked.

3.12 Precision Home Care does not do "Full House" cleans on houses with more then 5 bedrooms or bathrooms. They must book two separate days with a max of 5 hours. This is to protect the health of the cleaner.

3.13 Clients can not book or secure their booking without completing the cleaning service onboarding form.

3.14 Precision Home Care does not offer services to clients more then 30mins away from Benowa, Gold Coast QLD.

3.15 We do not clean the following:

• Hoarder homes

• Biohazards

• Construction cleans

• Homes with infestations

• Properties located more than 30 minutes from the cleaner's home

• Properties with unsafe conditions

• Hoarding environments

• Biohazard environments

• Properties with infestations

• Properties with dangerous waste or hazardous conditions

• Homes with electrical hazards or standing water creating safety risks

• External areas / outdoor cleaning areas

• Yards, patios, balconies, driveways, garages

• Cleaning high-access areas above 3 m or accessible via a ladder which is restricted to ceiling fan cleaning only, if you cannot reach you don't clean it

• Ceiling fans above 3m

• Cleaning rooms where the door is closed

• Cleaning areas blocked by heavy clutter where surfaces cannot be reached safely

• Cleaning homes where there are aggressive clients

• Cleaning homes where owners carry weapons

• We do not offer laundry services or support work services

• Cleaning heavy decluttering or organizing (unless booked as Tidy Add-On)

• Moving heavy furniture

• Deep drain cleaning

• Mold removal in silicone

• Glass cancer removal

• Restoration cleaning

• Removal of long-term stains, odors, or damaged surface restoration

• We do not provide childcare or supervision of occupants

• Monitoring participants or preventing people leaving the property

• We do not provide animal supervision

• Animal urine and vomit cleaning

• Animal faeces cleaning

• Clean homes with aggressive animals

• Excessive rubbish removal

• Taking rubbish home for disposal

• Human blood, body fluids, vomit, urine puddles or excessive poo

• We do not clean up needles, drugs or drug paraphernalia

• We do not clean weapons

• We do not clean inside any draws or cupboards

4. CHECKLIST CLEANING QUOTES, PRICING AND ESTIMATES

4.1 Quotes are valid for 7 days

4.2 Time estimates for job completion are provided as a guide only. If the initial regular cleaning service exceeds the estimated time, no additional charges will apply for that first visit. However, where service is found to be under-quoted, the required time will be adjusted for future bookings to reflect the actual time needed to maintain the standard of service.

4.3 Pricing may be adjusted if the Property differs from the information or photos provided during the booking process.

4.5 NDIS self-managed clients are charged $55 per hour, which is the standard Precision Home Care rate.

4.6 NDIS plan-managed clients are charged $55 per hour, which is the standard Precision Home Care rate.

4.7 Non-NDIS Clients are charged a rate of $55 per hour, which it the Precision Home Care standard rate.

4.8 Deep Cleans are only offered as an "add-on" and it comes as a full room clean, not as individual tasks. Only standard cleans are offered as individual tasks. The add-on service will add additional time to the standard clean to create the total cleaning time. The main service booked is a service clean, deep cleans are only available as add-on services.

4.9 For ongoing Services, allocated service time may be adjusted based on actual cleaning requirements.

5. PAYMENT TERMS

5.1 Payment is due on the day of Service by 6:00 PM unless you are a plan-managed NDIS participant where the payment is processed by NDIS Funding where it is due in 7 business days.

5.2 Accepted payment methods include direct transfer or credit card. No cash will be accepted.

5.3 Late payments incur a $70 administrative fee every 7 days overdue for self-managed clients and clients who are not plan-managed NDIS participants.

5.4 Unpaid accounts will be referred to debt recovery, and recovery costs may be charged where lawful.

5.5 We will suspend future Services where accounts remain unpaid.

5.6 Refunds are not provided once the Service is completed to a professional standard, except where required under Australian Consumer Law.

5.7 Clients will receive an invoice after the cleaning service is completed within 3 hours after completion of the Service. Plan-managed clients invoices will be sent to the plan-manager emails.

5.8 We reserve the right to refuse or cancel future bookings where accounts remain unpaid.

5.9 Any invoice disputes must be raised within 24 hours of issue.

6. CANCELLATIONS, RESCHEDULING & LOCK-OUT

6.1 A minimum of 48 hours notice is required to cancel or reschedule a Service.

6.2 Fees apply:

(a) Within 48 hours → 50% of the estimated service fee
(b) Within 24 hours → 100% of the estimated service fee
(c) Same day → 100% of the estimated service fee

6.3 Where the Property is unsafe or inaccessible, We will cancel the Service and cancellation fees will apply due to the loss of the allocated booking time.

6.4 Clients must provide accurate information regarding the Property size, condition, hazards, pets, and access. If the information provided differs significantly from the actual Property condition, additional charges, revised quotes, or rescheduling may be required. Clients will be asked to prioritize tasks and there is no guarantee We will finish the Checklist within the booked time. Clients are responsible for prioritizing tasks within the booked service time.

6.5 Where possible, the cleaner will communicate with the Client to offer Add-On services such as “Pets” to cover pet hair or mess or add on the deep clean add-on service.

6.6 We reserve the right to refuse or discontinue the Service upon arrival if the Property condition differs significantly from what was disclosed.

7. ACCESS, UTILITIES & CONTACTABILITY

7.1 You must provide safe access, electricity, running water, and clear work areas.

7.2 You must be contactable around the cleaner's arrival time for urgent decisions if required.

7.3 You are responsible for providing suitable parking where available.

7.4 Clients are responsible for paying for cleaners parking.

8. CHECKLIST CLEANING PROPERTY CONDITION, CLUTTER & PRESENTATION

8.1 Cleaning does not include organizing or decluttering unless the Client has selected the "Tidy" Add-On service, which allows the cleaner to tidy the home before cleaning surfaces for a maximum of 30mins or 1–2 hours, depending on the Add-On selected.

8.2 If the "Tidy" Add-On service is not selected, light straightening may still occur to allow effective cleaning. This may include arranging couch pillows or placing items nearby while surfaces are cleaned. The cleaner may present and neaten a room but will not organize belongings or declutter.

8.3 The "Tidy" Add-On service includes organizing personal belongings and placing them neatly on a table, shelf, toy box, or similar location, so items are off the floor and arranged in a tidy manner.

8.4 To protect Client privacy, cleaners will not open closed doors, cupboards, or drawers without permission. This does not apply in emergency situations or where the Client provides permission for doors to be open or emergency kits to be taken out of cupboards. Clients must leave doors open for rooms they wish to be cleaned. This doesn't include the front door for access after being let inside the property by the client or client family/friends.

8.5 Precision Home Care cannot accept responsibility for items located in heavily cluttered areas where cleaning access is limited.

8.6 Heavy furniture will not be moved.

8.7 Cleaning services are not restoration services. We do not guarantee removal of long-term build-up, staining, or damage.

9. SAFETY & HIGH-RISK LIMITATIONS

9.1 Cleaning will not be performed where biohazards, infestations, hoarding, dangerous waste, or unsafe conditions exist. If any of these situations occur, the booking will be cancelled, and a cancellation fee will be applied.

9.2 Work will not be performed where electrical hazards or standing water create safety risks. If this situation occurs, the service will be cancelled and cancellation fees apply.

9.3 We use a medium-sized step ladder only. No high-risk ladder work will be performed. Ceiling fans above 3 meters will not be reached. We do not reach anything above 3 meters to clean.

9.4 Client ladders or equipment will not be used.

9.5 Services may be cancelled due to illness, extreme weather, or events beyond Our control including fire, flood, bushfire, or natural disaster.

9.6 No cancellation fee will apply in the circumstances in clause 9.5. Clients will not be charged a cancellation fee if events happen in clause 9.5.

9.7 Services may be rescheduled where temperatures exceed safe working conditions. This will not incur a cancellation fee.

9.8 Clients must notify us of any chemical allergies prior to the Service

9.9 We reserve the right to immediately terminate the Service if the environment becomes unsafe or inappropriate. This includes a cancellation fee of 100% of the booking.

9.10 The Client is responsible for ensuring pets do not interfere with cleaning activities, equipment, or chemicals. Precision Home Care is not liable for injury, illness, or incidents involving pets during the Service where interference occurs.

9.11 Precision Home Care does not accept any duty of care for supervision of persons at the Property. Responsibility for supervision remains solely with the Client or their representative

9.12 Clients must disclose any conditions that may impact safety, including but not limited to:

(a) Dementia or wandering behavior

(b)Aggression or behavioral risks

(c)Cognitive impairment

(d)Substance use

10. PETS

10.1 Pets must be secured if they are unfriendly towards cleaners. Continuous barking or biting will require Clients to secure the pet. If the client does not secure the aggressive animal, the booking will be cancelled, and cancellation fees apply.

10.2 We do not clean animal faeces or urine.

10.3 Excessive pet hair or undisclosed pet hair will incur additional charges of $25 for pet fees.

10.4 Clients remain responsible for any injury, damage, or disruption caused by pets during the Service

11. PRODUCTS & EQUIPMENT

11.1 We use Our own professional products and equipment to provide professional results, use safe equipment, to not damage clients surfaces and for insurance purposes.

11.2 Client equipment will be declined.

11.3 We will not use Client ladders, tools, or machinery.

11.4 We reserve the right to determine appropriate tools and methods for each Service.

11.5 Precision Home Care reserves the right to determine the most appropriate cleaning method for each task as We have professional knowledge in the cleaning industry.

11.6 Using client equipment and chemicals affects the insurance coverage. This is why we do not use client equipment and chemicals.

12. CONDUCT & BEHAVIOUR

12.1 Clients must treat cleaners respectfully.

12.2 Harassment, intimidation, micromanagement, unsafe behavior, or constant negative interference may result in immediate termination of the Service and a 100% cancellation fee. Clients future bookings will be declined. General conversation, clients prioritizing tasks from the service checklist during the clean and questions from clients are welcomed and encouraged.

12.3 Illegal drug use or excessive alcohol consumption must not occur during the Service. Services will be cancelled if this occurs.

12.4 Illegal substances must not be visible or accessible during the Service. If so, the cleaner will cancel the service and may not allow another booking.

12.5 Clients may smoke outside their Property and vape nicotine inside their Property.

13. BREAKS & AMENITIES

13.1 Cleaners may take reasonable breaks to eat, drink, or use the toilet during the Service.

13.2 Access to water and toilet facilities must be provided.

14. LIABILITY, DAMAGE & INSURANCE

14.1 Precision Home Care maintains Public Liability Insurance up to AUD $5,000,000.

14.2 Services are performed with reasonable care and skill.

14.3 If accidental damage is directly caused by Our negligence, We will assess and repair, replace, or compensate through insurance or other reasonable means.

14.4 Clients are protected for genuine accidental breakages caused by Us.

14.5 Damage must be reported within 24 hours with photos and videos.

14.6 We are not responsible for pre-existing damage, wear and tear, unstable fixtures, or undisclosed fragile items.

14.7 Liability is limited to repair, replacement, or re-supply of the Service where lawful.

15. LIMITATIONS OF RESULTS

15.1 Some stains, odours, mould in silicone or wood, or deterioration may not be removable.

15.2 Cleaning improves condition but cannot restore damaged surfaces.

15.3 We do not remove glass cancer or mould in silicone.

15.4 We are not responsible for outcomes affected by third parties present at the Property during the Service.

15.5 Once the Service is completed and the cleaner has left the Property, ongoing cleanliness is the responsibility of the Client.

15.6 Precision Home Care reserves the right to refuse Service where expectations are unreasonable or cannot be achieved within the booked time.

16. PHOTOGRAPHS & DOCUMENTATION

16.1 Precision Home Care may take photographs of the Property for promotional purposes including social media, websites, and marketing materials. All reasonable care is taken to ensure that no personal identifying information is captured in any images, including but not limited to personal belongings, documents, photographs, addresses, or items that may identify a Client. The Client may decline photographs for marketing purposes in the booking form. If no booking form was submitted, the client agrees to having photos taken of the property for marketing purposes.

16.2 Precision Home Care may take photographs of wear and tear prior to the service.

17. DISINFECTION DISCLAIMER

17.1 Cleaning reduces contaminants but does not create a sterile environment.

17.2 We do not guarantee the elimination of viruses or pathogens.

18. STAIRCASE SAFETY

18.1 For safety reasons, cleaning methods may be modified for staircases where vacuuming presents a risk.

18.2 Cleaners will brush debris and mop stairs where safe. Cleaners may also use a small handheld vacuum to clean stairs.

18.3 Vacuuming of stairs may not be performed where it presents a safety risk.

19. SATISFACTION & REMEDY

19.1 Opportunity to Rectify

(a) Clients agree to provide Precision Home Care with a reasonable opportunity to inspect and rectify any service concern before engaging a third party.

(b) Clients agree to notify Precision Home Care in writing and allow up to seven (7) days for investigation and reasonable resolution.

(c) Clients are encouraged to allow this resolution period before publishing negative public reviews; however, nothing limits rights under Australian Consumer Law to provide honest feedback.

19.2 We have a 24-hour satisfaction guarantee where if the client is not happy with the service they must notify us within 24 hours and we will return to the address and rectify any missed or unsatisfactory items that were completed during the service at no additional cost. This guarantee applies only to tasks that were performed and included within the allocated time for the service. If insufficient time was booked and the full checklist could not be completed, the satisfaction guarantee only applies to the areas and tasks that were completed. Refunds are not provided; the satisfaction guarantee is limited to re-cleaning of the relevant areas.

19.3 We are not responsible where areas are re-soiled or interfered with after cleaning.

19.4 Precision Home Care will not be responsible for third parties interrupting the service, extra time will not be allocated for this interruption. Cleaners will finish on time, and a completed checklist is not guaranteed.

20. REVIEWS

20.1 Clients are encouraged to contact Us first so that any concerns can be investigated and resolved promptly.

20.2 Nothing in this clause removes rights under Australian Consumer Law.

21. NDIS

21.1 NDIS cleaning services are provided at an hourly rate. The number of hours will depend on the hours agreed upon in the quote prior to the Service.

21.2 Service time for NDIS cleaning is estimated before the booking and is calculated based on:

• The Property layout and number of rooms
• The Precision Home Care Checklist
• Any specific task requests

21.3 The estimated time determines the number of service hours booked.

21.4 If Clients request additional tasks beyond what was originally discussed, it will be declined.

21.5 Cleaning services will conclude once the scheduled service time has been reached.

21.6 Tasks not completed within the scheduled service time may be completed at a future Service.

21.7 Precision Home Care operates using a structured Checklist to maintain consistent professional results.

21.8 Tasks outside this Checklist and add-ons may not be offered as part of the Service.

21.9 Precision Home Care does not guarantee completion of all requested tasks within the scheduled service time or if not enough time was provided.

21.10 Tasks completed during the Service are limited to the Precision Home Care Checklist, and any additional tasks agreed prior to the booking.

21.11 Precision Home Care provides domestic cleaning services only.

21.12 The Service does not include laundry services.

21.13 Requests for these services cannot be accommodated as they fall outside the scope of domestic cleaning.

21.14 Services are limited to cleaning tasks within the Precision Home Care Checklist and Add-On services.

21.15 A minimum service duration of 1 hour applies to all NDIS cleans and non-NDIS cleans.

21.16 Areas with excessive clutter may limit the ability to clean surfaces effectively.

21.17 Precision Home Care does not declutter or organize belongings unless the task is added with the time being 1–2 hours depending on the Add-On service.

21.18 Participants are responsible for securing fragile or valuable items before the Service.

21.19 Precision Home Care is not responsible for damage caused by unstable or improperly placed items.

21.20 If the Property requires a deep clean and a standard clean has been booked, Precision Home Care will complete as much cleaning as possible within the booked cleaning time only. Not all areas may be completed, and a deep clean may be required for future bookings.

21.21 For plan-managed participants, invoices will be issued to the nominated plan manager for payment according to invoice terms or the client if required.

21.22 Self-managed NDIS participants are responsible for paying invoices directly by the stated due time.

21.23 The Client (or their representative, guardian, or support person) is responsible for ensuring appropriate supervision of all occupants of the Property during the Service, including children and participants with cognitive, behavioural, or medical conditions. Precision Home Care is not responsible for supervising, monitoring, or providing care to any person at the Property

21.24 Precision Home Care is not responsible for monitoring or preventing any person from leaving the Property during the Service.
It is the responsibility of the Client or their representative to ensure appropriate supervision at all times.

21.25 Any form of aggressive, threatening, or violent behavior towards the cleaner will result in immediate termination of the Service. This includes physical contact, intimidation, verbal abuse, or unsafe behavior. Where a Service is terminated due to safety concerns, the full service fee will apply.

21.26 Precision Home Care uses professional cleaning products during the Service. The Client is responsible for ensuring that children, pets, and vulnerable persons do not access cleaning products, equipment, or work areas during the Service. Precision Home Care is not liable for any injury, ingestion, or reaction caused by interference with cleaning products or equipment during the Service. Cleaning equipment, including mops, vacuums, cords, and tools, may present hazards if interfered with. The Client must ensure that no person interferes with equipment during the Service. Precision Home Care is not responsible for injury caused by misuse or interference with equipment.

22. RUBBISH REMOVAL

22.1 Precision Home Care does not remove excessive rubbish or household waste beyond normal cleaning Add-Ons.

22.2 Precision Home Care will remove one bag of rubbish from each room and place it in the Client’s bins.

22.3 If the bins are full, the cleaner will leave the rubbish in the doorway of the home so animals cannot access the bags.

22.4 It is not the cleaner's responsibility to take rubbish home for disposal.

22.5 Precision Home Care is not a rubbish disposal service.

23. SERVICE DURATION

23.1 The cleaners do not work shifts longer than 5 hours.

23.2 Houses needing more than 5 hours to clean will be spread across two days to maintain the health of the cleaner.

23.3 Arrival times are estimates and may vary due to traffic, previous jobs, or unforeseen delays.

24. COMMUNICATION

24.1 Communication outside reasonable business hours may be responded to the next business day.

25. ENTIRE AGREEMENT

25.1 These Terms constitute the entire agreement.

26.GOVERNING LAW

26.1 These Terms are governed by the laws of Queensland, Australia.