our fine print.
term's & conditions
Welcome to our Term's & Conditions corner, where we lay down the guidelines and agreements that help ensure a smooth and transparent cleaning experience for both our team and our valued clients.
Terms and Conditions for The Home Helper.
These Terms and Conditions constitute a contract between the Customer (You) and The Home Helper (Us).
1. Agreement
1.1 In these Terms and Conditions “We”, “Our” or “Us” means The Home helper; and “You” or “your” means the person who accepts these Terms and Conditions, by using this Website and associated software, networks and process, including the purchase of Services through the Website.
1.2 By browsing the Website, or booking with us, You agree to these Terms and Conditions as set out below, which constitutes a legally binding Agreement between Us and You for the supply of Services.
1.3 The Agreement together with your services constitute the entire agreement between Us and You for the supply of Services. The Agreement cannot be varied unless We agree to vary it in writing or by email.
1.4 The Home Helper reserves the right to make changes to The Home Helper Website and these Terms and Conditions without notice.
2. Our Contacts
2.1 If trying to contact Us within business hours (8am-5pm Mon-Fri) about Your booking, please message us on 0487984618
2.2 If You’re needing to contact Us immediately about your booking, please call Us on 0487984618
2.3 For any enquiries, please fill out the contact form on Our website or email Us on info@thehomehelper.com.au
2.4 Alternatively, You can message Us anytime through our Facebook @thehomehelper
3. Legal Capacity
3.1 If You are under the age of eighteen (18) years, You cannot book with The Home Helper. By accepting this Agreement, You acknowledge that You are over the age of eighteen (18) years.
3.2 The Home Helper Terms and Conditions are governed by and must be constructed according to the law of the State of Victoria; Australia and the parties submit to the jurisdiction of the courts in that State.
3.3 The Home Helper reserves the right to make changes to The Home Helper Website and these Terms and Conditions without notice. For the avoidance of doubt, any such changes will operate prospectively from the time that the revised Terms and Conditions are published on the website and will not impact any booking prior to the date of the publication of the revised Terms and Conditions; however, bookings after the revised Terms and Conditions are published will be impacted by updated Terms and Conditions.
3.4 Any provision of these Terms and Conditions which is void or unenforceable may be serviced from these Terms and Conditions without affecting the enforceability of other provisions.
3.5 A failure or delay by The Home Helper to exercise a power or right under these Terms and Conditions does not operate as a waiver of that power or right, and the exercise of a power or right by The Home Helper does not preclude its future ability to exercise that or any other power or right.
4. Website Use
4.1 The Website may contain links to other websites. Those links are provided for convenience only and may not remain current or be maintained. We are not responsible for the content or privacy practices associated with linked websites.
4.2 You must ensure that Your access to, or use of the Website is not illegal or prohibited by laws which apply to You.
4.3 You must take Your own precautions to ensure that Your process for accessing the Website does not expose You to risk of viruses, malicious computer code or other forms of interference, which may damage Your computer system. We take no responsibility for any such damage which may arise in connection with Your use of the website.
5. Intellectual Property
5.1 All Intellectual Property in any Material on the Website is the property of The Home Helper. Unless expressly authorised under these Terms and Conditions or otherwise, you may not reproduce, adapt, modify, display, perform or distribute any Material or any part of Material.
6. Privacy Policy & Procedures
6.1 By booking with Us or otherwise contacting The Home Helper, You agree that We may store, process and use data collected from Your booking for the purposes of processing Your appointments.
6.2 By booking or otherwise contacting Us, You also agree that We may use such data, other than credit card details, in order to provide You with information from time to time on other The Home Helper services that may be of interest to You.
6.3 You may obtain a copy of the data held by us concerning you on request in writing.
6.4 We reserve the right to charge an administration fee for processing such requests.
6.5 If any data held by Us concerning you is incorrect, we will correct it on Your written request.
7. Gender Neutral Policy
7.1 The Home Helper employs people of all gender and stand firm that a person’s gender does not affect their quality of cleaning.
7.2 We urge customers to avoid making gender requests for their services if motivated by a quality of service.
8. Anti-discrimination Policy
8.1 The Home Helper is committed to providing a workplace ad service environment free from discrimination.
8.2 We will not tolerate any form of unlawful discrimination or harassment towards any employee, client or other individuals based on race, colour, religion, sex, national origin, age, disability, or any other characteristics protected by applicable law.
8.3 Any party found to have engaged in discriminatory behaviour will be in breach of this agreement.
9. No Violence Policy
9.1 No form of violence or abuse shall be tolerated.
9.2 Violence includes, but is not limited to: (a) Physical violence, such as hitting, pushing, or any other form of physical assault. (b) Verbal abuse, such as threats, intimidation, harassment, or any other form of verbal abuse. (c) Any behaviour that creates a hostile or threatening environment.
9.3 Any party found to have engaged in violent or abusive behaviour will be in breach of this agreement.
10. Bookings
10.1 Bookings are essential, if You wish to book with Us, You may do so by following the instructions on the Website.
10.2 It is the Customer's responsibility to ensure that the contact details and the main contact person, is an owner of the home regarding Our services. Any Customer wanting to book for someone else must give Us notice and contact information for at least one (1) owner of the home regarding Our services.
10.3 The Home Helper will primarily communicate with Customers via SMS or Email.
10.4 It is the Customer’s responsibility to ensure that the correct contact details are entered and that the nominated contact details are regularly checked for correspondence.
10.5 If Customer contact details have been changed, it is the Customer’s responsibility to contact Us and let us know immediately, what Your correct and up to date contact details are. We take no responsibility for when Customers do not read emails or SMS from Us.
10.6 The Home Helper reserves the right to decline a booking with You and may cancel Your booking at any time prior to Your booking.
11. Guarantee
11.1 Our cleaning teams will always prioritise quality over quantity, unless directly requested otherwise by the Customer.
11.2 Our satisfaction guarantee will extend only to the quality of work performed instead of the amount of areas covered, unless in exceptional circumstances.
12. Cleaning Technician Team Sizes
12.1 We typically work in teams of 1-2 cleaners
12.2 On rare occasions, We may require supervisors/trainers to be present at Your property for training purposes.
12.3 In the event of Your regular cleaning team’s absence or inability to continue with ongoing service, we reserve the right to replace them.
13. Pricing Procedures
13.1 Prices displayed on the Website are subject to change without notice.
13.2 If prices are to be changed and You have a current regular booking with us, We will give You notice about the changes via Email regarding the services provided by Us.
13.3 The Home Helper charges hourly rates which differ depending on the frequency of Your cleans.
13.4 All initial cleans will be under Our once off / trial hourly rate, once You have had Your initial/trial clean and You are happy with having regular visits from Us, the hourly rate will then change to either Our weekly, fortnightly, or monthly rate depending on what You have booked.
13.5 All Our rates are per hour, per Cleaning Technician.
14. Discounts & Sales
14.1 All discounts and sales will only ever be promoted by The Home Helper via website, Facebook, flyer. Any discount or sale that isn't promoted by Us, cannot be redeemed at The Home Helper.
14.2 Valid Discount Codes must be provided within the booking form and completed at a valid date to the specific discount or sale.
15. Payment Policy
15.1 Payments can be made for our services via Eftpos, Online Card Payment, Direct Transfer through Our Online Invoices or via Cash.
15.2 Surcharge of 2.2% does apply for both Eftpos & Online Card Payments.
15.3 Invoices are due 7 days from date of service, reminders will be sent prior to final due date.
15.4 Late payments are subject to a $5/day late fee unless otherwise organised.
15.5 If You are in financial hardship, please contact Us for other payment options.
16. Gift Certificates
16.1 Gift certificates may be redeemed by entering the voucher code into the Gift Card field at time of booking.
16.2 Gift certificates are to be used only for the purchasing of services from The Home Helper.
16.3 Gift certificates must be presented at the time of purchase.
16.4 Gift certificates cannot be returned, refunded, or redeemed for cash.
16.5 Gift certificates cannot be used on public holidays.
16.6 The Home Helper cannot accept responsibility for lost or stolen cards, or any unauthorised use of cards.
17. Cancellation Policy
17.1 There is no cancellation fees for cancellations made twenty-four (24) hours prior to Your appointment.
17.2 There is a cancellation fee of 50% of the job when cancelled less than twenty-four (24) hours before Your appointment.
17.3 If You cancel Your regular appointment two (2) times consecutively, even if cancelled prior to the twenty-four (24) hours prior cut-off, Your rate will go back to the Trial rate. This is due to the amount of time since the last clean, extended periods between cleans create more work for the next visit.
18. Unpaid Services Procedures
18.1 Refer to clause 15.3/15.4 if payment has not been made within 30 days of overdue invoice, Your overdue invoice may be referred to a collection agency and/or law firm.
18.2 In the event where Your overdue invoice is referred to a collection agency and/or law firm, You will be liable for all costs which would be incurred as if the debt is collected in full, including legal demand costs.
19. Covid-19 & Illness Policy
19.1 All members of Our team will strictly follow government COVID regulations current at the time of Your booking.
19.2 Our cleaning technician teams will all carry masks and gloves and will wear these if requested by You or if We wish too.
19.3 If someone living in the household becomes sick before Your scheduled appointment, be sure to let Us know prior to Your scheduled clean. We will cancel Your clean and no cancellation fee will be charged.
19.4 If You don’t let us know until we arrive, We will cancel Your appointment on the spot, and You will be charged a cancellation fee of 100% of Your clean.
20. Pets & Animals Procedure
20.1 Please be sure to advise Our team before your booking if You have any pets, so We can allocate a cleaning team who do not have allergies or other problems with animals.
20.2 If You do have pets please make sure they are removed from the home during the service or safely kept in an area that does not require cleaning, alternatively kept outside. By doing this we can avoid service disruption.
20.3 In some cases where excessive pet hair occurs, there may be a pet hair fee added to your total bill.
20.4 If you do not let us know of pets and animals being inside the home and we can visibly see or smell that animals have been inside the home, We will cancel Your clean on the spot and You will be charged a cancellation fee of 100% of Your clean.
21. Parking Policy
21.1 Please note that We require parking to be provided for Our cleaning teams.
21.2 If the parking provided is further than 100 meters from Your property, then additional charges may apply.
21.3 If parking is not provided and no public parking space can be found (We will generally look for up to fifteen (15) minutes and get in contact with the You), then the booking will be cancelled, and a cancellation fee will be charged.
22. Property Access
22.1 You must provide access to Your property either by someone being home, providing Us with a key to Your home, leaving a key out, having a key in a lock box providing Us an access code, or arranging another form of entry by contacting Us prior to the clean.
22.2 In some cases, customers may provide their keys to Our cleaning teams, We take great care to ensure that keys are labelled with only a first name and last initial, without any other identifying information.
22.3 When keys provided to Us are not in use, they are locked in an unlabelled lock box in Our office, with one (1) key locked in an additional safe in a different section of Our office and the other key with the owner of The Home Helper.
22.4 Your property must have electricity and running water.
23. Wait Time Procedure
23.1 Your allocated cleaning team will wait for fifteen (15) minutes free of charge for You to open/provide access to Your home; whilst also trying to get into contact with you via SMS and phone call.
23.2 If after waiting fifteen (15) minutes with no contact from You, You will be charged a cancellation fee, and Your booking will be cancelled.
23.3 If We have had contact from You and You are running late or You will send someone over to provide access, the first fifteen (15) minutes will be free of charge and the time spent waiting after fifteen (15) minutes will be added onto Your total bill.
24. Heat Policy
24.1 In some cases, during the warmer days, We will require the air-conditioning on if Your home is between twenty-five (25) and thirty (30) Degrees Celsius; if this cannot be done, the clean will go ahead but there may be a fee added on top of Your regular bill.
24.2 If Your home is over thirty (30) Degrees Celsius and the air-conditioning cannot be put on, the clean will not go ahead, and You will be required to pay a cancellation fee.
24.3 If at any stage Your air-conditioning breaks or is not working, let Us know as soon as possible before Your clean so we can reschedule it to a cooler day, and no cancellation fee will apply.
25. Film & Photography Policy
25.1 On some occasions We may ask Our cleaning team to take photos/videos of Your home, for training, promotion or other purposes.
25.2 Please make sure when filling out the booking form to click ‘YES’ or ‘NO’ to the drop-down box “permission to take photos/videos”
25.3 All photos or videos are reviewed to ensure privacy and security is maintained.
25.4 If at any time You change Your mind about photos/videos being taken, please let Us know as soon as possible, we will respect your decisions.
25.5 If at any time We use photos/videos from your home within Our social media accounts; and You see them and decide You want Us to take them down. Please let Us know ASAP and We will have them removed for you, please note that this may take one (1) – two (2) business days.
26. Exclusions
26.1 The Following areas are excluded from all bookings and are not completed at all by Our team:
(a) Moving heavy/large items of furniture.
(b) Full ceiling and wall cleaning (except spot cleaning).
(c) Ovens.
(d) Biohazard waste removal.
(e) Air-conditioners.
(f) Fly wire screens.
(g) Fabric curtains.
26.2 None of the above items are to be completed by any of The Home Helper Cleaning Technicians.
27. Damage Policy & Procedure
27.1 In the rare instance that damage occurs as a result of Our service, please contact Us and provide photos within forty-eight (48) hours of Your booking.
27.2 Reports submitted after this time frame will not be reviewed and The Home Helper will not be liable for the damage.
27.3 The Home Helper is not liable for pre-existing damage.
27.4 If the damage is found to be due to the fault or negligence of Our team, We will first attempt to arrange a repair.
27.5 For small repairs under two-hundred dollars ($200), We may book a specialist to attend to the repair directly. However, for unusual damages or larger repairs, We may require the customer to obtain at least two (2) quotes for the repair or restoration.
27.6 Depending on the cost, up to three quotes may be required if the first two (2) are not similar in price. If repair is not possible, we will look for a suitable replacement, and proof of purchase will be required.
27.7 All quotes and proof of purchase must be submitted within thirty (30) days of the complaint being lodged.
27.8 If there is not enough photographic evidence to confirm that the damage was caused by our team, we may not be able to cover the full cost of repair or replacement. Please also note that payment for the service will still be processed while the claim is being reviewed.
27.9 By accepting The Home Helper team into your property and allowing the service to begin, you agree to our damage Terms and Conditions as stated above.