Terms of Service

House Washing Melbourne · housewashingmelbourne.com.au · clean@housewashingmelbourne.com.au

Effective: 1 January 2025

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the House Washing Melbourne website, booking platform, quote system, software, communications, and related services ("Platform"). By accessing the Platform, obtaining a quote, submitting information, creating an account, making a booking, making payment, communicating with us, or otherwise using the Platform, you agree to be legally bound by these Terms. If you do not agree, you must immediately cease using the Platform.

2. Definitions

Customer means any person, business or entity using the Platform. Contractor means an independent third-party service provider offering services through the Platform. Booking means a service request submitted through the Platform. Services means house washing, pressure cleaning, roof cleaning, gutter cleaning, window cleaning, driveway cleaning, solar panel cleaning, soft washing and related exterior cleaning services. Platform means the House Washing Melbourne website, booking system, software, communication channels and related technology.

3. Nature of the Platform

House Washing Melbourne operates as an online technology platform and booking marketplace. The Platform facilitates introductions, bookings, scheduling, communication and payment processing between Customers and independent Contractors. House Washing Melbourne does not employ Contractors, supervise Contractors, or control how Contractors perform Services. House Washing Melbourne is not responsible for Contractor methods, techniques, staffing, scheduling, equipment, materials or workmanship. Unless expressly stated otherwise, House Washing Melbourne is not the direct provider of Services advertised through the Platform.

4. Independent Contractors

All Contractors operate independently. Contractors are not employees, agents, partners, franchisees, representatives, joint venturers or subcontractors of House Washing Melbourne. Contractors are solely responsible for performing Services, determining work methods, equipment and materials, vehicles, insurance, licences, registrations, workplace safety obligations, compliance with laws, tax obligations, superannuation obligations, and staff and subcontractors. Any service contract is formed directly between the Customer and the Contractor unless otherwise required by law.

5. Customer Eligibility

You must be at least 18 years old and legally capable of entering binding contracts. You warrant that information supplied is accurate, you have authority to request Services, you have authority to provide property access, and you have authority to make payment.

6. Quotes

Quotes generated through the Platform are estimates only. Quotes are based on information supplied by Customers and may change where property size differs, service scope differs, additional labour or equipment is required, access restrictions exist, safety concerns arise, or site conditions differ materially. Quotes do not guarantee availability and may be withdrawn prior to booking confirmation.

7. Bookings

A booking request does not constitute acceptance. Bookings become confirmed only when payment requirements are satisfied, a Contractor accepts the booking, and confirmation is issued. House Washing Melbourne reserves the right to decline, cancel, postpone, modify or reassign bookings.

8. Contractor Assignment and Reassignment

House Washing Melbourne reserves the right to assign, reassign, substitute, replace or remove any Contractor associated with a booking at any time before commencement of Services. Customers acknowledge that bookings are made through the Platform and are not contingent upon a specific Contractor performing the Services unless expressly agreed in writing. No refund, compensation or claim shall arise solely because a Contractor has been reassigned.

9. Customer Responsibilities

Provide accurate information
Provide safe access
Secure animals
Remove hazards
Remove valuables from work areas
Notify Contractors of known hazards
Provide access to water where required
Provide access to power where required

10. Weather Conditions

Services may be delayed, interrupted, rescheduled or cancelled due to rain, storms, wind, extreme temperatures, government warnings or unsafe conditions. Weather-related delays do not constitute breach of contract.

11. Access Issues

If a Contractor cannot safely access the property because of locked gates, aggressive animals, obstructions, unsafe conditions or inaccessible work areas, the booking may be cancelled, postponed or subject to additional fees.

12. Service Results Disclaimer

Customers acknowledge that cleaning results vary depending on surface age, material type, existing damage, environmental exposure, previous maintenance and staining severity. House Washing Melbourne and Contractors do not guarantee complete removal of rust stains, paint stains, mould, moss, algae, oxidation, deep staining or discolouration. No guarantee is given that surfaces will appear new or fully restored.

13. Pre-Existing Conditions

Properties may contain cracked render, loose or peeling paint, damaged roofing, damaged pointing, loose mortar, cracked tiles, existing leaks, corroded materials, structural defects and oxidised surfaces. House Washing Melbourne and Contractors are not responsible for identifying all pre-existing defects. Neither House Washing Melbourne nor Contractors shall be liable for deterioration, exposure or failure of pre-existing defects discovered during or after cleaning.

14. Pressure Cleaning and Water Exposure Risks

Customers acknowledge that pressure cleaning, soft washing and roof cleaning involve water, cleaning agents and specialised equipment. Such Services may reveal or expose hidden defects, structural weaknesses or pre-existing damage. Customers accept the inherent risks associated with exterior cleaning services.

15. Roof Access and Safety

Contractors may refuse, suspend or terminate roof-related Services where they believe access presents an unreasonable risk including unsafe roof pitch, fragile roofing materials, weather conditions, structural concerns, lack of fall protection or unsafe access points. No liability shall arise from refusal to perform Services due to safety concerns.

16. Payments

Payments may include service fees, contractor fees, booking fees, platform fees, processing fees and cancellation fees. All prices are displayed in Australian Dollars (AUD). Customers authorise House Washing Melbourne and its payment providers, including Stripe, to process all charges relating to bookings.

17. GST

Unless otherwise stated, displayed prices include GST where applicable. Electronic tax invoices may be issued.

18. Failed Payments

If payment fails, booking confirmation may be withheld, Services may be suspended, additional payment attempts may occur, administrative fees may apply, and debt recovery action may occur. Customers remain responsible for outstanding amounts.

19. Chargebacks

Customers agree to contact House Washing Melbourne before initiating a chargeback. Where a chargeback is initiated for a legitimate booking or completed service, House Washing Melbourne may dispute the chargeback, suspend accounts, recover costs and outstanding amounts, and refuse future bookings.

20. Debt Recovery

Customers remain liable for all outstanding amounts. Customers agree to reimburse reasonable collection costs, legal costs and recovery expenses incurred in recovering unpaid amounts.

21. Cancellations

Customers may cancel bookings subject to applicable cancellation fees. Cancellation fees may apply where a Contractor has been assigned, time has been reserved, travel has commenced or resources have been allocated.

22. Refunds

Refund requests are assessed individually. Refund eligibility may depend upon booking status, service completion, costs incurred and applicable law. Australian Consumer Law rights remain unaffected.

23. Customer Photography Consent

Customers grant House Washing Melbourne and Contractors permission to photograph and record service areas before, during and after Services. Photographs and recordings may be used for quality assurance, training, insurance purposes, dispute resolution and marketing and promotional purposes. Customers may request restrictions on identifiable imagery in writing.

24. Reviews and Testimonials

Customers grant House Washing Melbourne a perpetual, irrevocable, worldwide, royalty-free licence to use, reproduce, publish, distribute and display reviews, ratings, testimonials and feedback for marketing and business purposes.

25. Fraudulent Activity and Misuse

Users must not submit fraudulent bookings, provide false information, impersonate others, abuse promotional offers, conduct automated submissions, interfere with Platform operations, or engage in competitor disruption. House Washing Melbourne may suspend or terminate access immediately where suspicious activity is detected.

26. Platform Security Restrictions

Users must not reverse engineer the Platform, scrape data, deploy bots, conduct vulnerability testing, circumvent security measures, or introduce malicious code. Violations may result in termination and legal action.

27. Communication Monitoring

Customers acknowledge that communications may be monitored, stored and recorded for quality assurance, staff training, fraud prevention, compliance, dispute resolution and customer support.

28. Contractor Verification Disclaimer

House Washing Melbourne may collect information from Contractors but does not guarantee, certify or independently verify the continuing accuracy of any Contractor's qualifications, licences, registrations, insurance, experience or certifications. Customers remain responsible for conducting their own assessment of Contractors.

29. Account Suspension and Termination

House Washing Melbourne may suspend, restrict or terminate access to the Platform without notice where these Terms are breached, fraud is suspected, payments remain outstanding, safety concerns arise or abuse occurs.

30. Third-Party Services

The Platform may integrate with third-party services including Stripe, Google, Meta, analytics providers and hosting providers. House Washing Melbourne is not responsible for third-party services.

31. Platform Availability

The Platform is provided on an "as available" basis. House Washing Melbourne does not guarantee uninterrupted access, availability or error-free operation.

32. No Warranty

To the maximum extent permitted by law, House Washing Melbourne makes no warranty regarding service quality, contractor performance, booking outcomes, platform functionality or platform availability.

33. Limitation of Liability

To the maximum extent permitted by law, House Washing Melbourne shall not be liable for property damage, personal injury, contractor conduct, workmanship issues, business interruption, lost profits, lost revenue, lost opportunities, indirect loss or consequential loss. Where liability cannot be excluded, liability is limited to the amount paid directly to House Washing Melbourne in connection with the relevant booking.

34. Indemnity

Customers agree to indemnify and hold harmless House Washing Melbourne and its officers, employees, affiliates and representatives from claims, liabilities, losses, damages, expenses and legal costs arising from breach of these Terms, misuse of the Platform, customer negligence, false information supplied or customer conduct.

35. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any rights available under Australian Consumer Law.

36. Privacy

Use of the Platform is also governed by the Privacy Policy.

37. Force Majeure

House Washing Melbourne shall not be liable for delays or failures caused by circumstances beyond reasonable control including natural disasters, fires, floods, storms, government action, internet outages, utility failures or public emergencies.

38. Electronic Communications and Records

Customers consent to receiving communications electronically. Electronic invoices, receipts, booking confirmations, records and communications constitute valid business records and may be relied upon in disputes or legal proceedings.

39. Severability

If any provision of these Terms is determined to be invalid or unenforceable, the remaining provisions remain in full force and effect.

40. Entire Agreement

These Terms and all policies referenced within them constitute the entire agreement regarding use of the Platform.

41. Changes to Terms

House Washing Melbourne may amend these Terms at any time. Updated Terms become effective upon publication on the Platform. Continued use of the Platform constitutes acceptance of revised Terms.

42. Governing Law

These Terms are governed by the laws of Victoria, Australia. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

43. Contact

House Washing Melbourne · Website: housewashingmelbourne.com.au · Email: clean@housewashingmelbourne.com.au