TERMS AND CONDITIONS FOR CUSTOMERS

waterline Property Services

Last updated: 26/12/2025

Welcome to Waterline Property Services. By booking a service, using our website, or engaging with our business, you agree to the following Terms and Conditions. Please read them carefully.

1. General Terms

1.1 These Terms & Conditions apply to all services provided by Waterline Property Services (“we”, “our”, “us”).
1.2 By booking a service, you agree that you have read, understood, and accepted these terms.
1.3 We reserve the right to update these terms at any time. The latest version will always be available on our website.

2. Services Provided

2.1 We offer residential and commercial cleaning and property services as outlined on our website or provided in your quote.
2.2 All services depend on property access, safety, and reasonable working conditions.
2.3 Service inclusions will be confirmed at the time of booking. Any additional tasks requested on the day may incur extra charges.

3. Pricing & Payment

3.1 Pricing is provided upfront during quoting or booking.
3.2 Unless otherwise agreed, payment is due on the day of service.
3.3 We accept payment via:

• Credit / debit card

• Bank transfer

• Cash (where agreed)

3.4 Additional charges may apply for:

• Public holidays are charged at double time

• Extra time required beyond the booked duration

• Heavily soiled areas

• Hazardous conditions

• Specialised products or equipment

3.5 Late payments may result in additional administrative fees.

3.6 Cleaning fees will increase by 5% every year at your anniversary.

4. Cancellations & Rescheduling

4.1 You may cancel or change your booking by giving at least 24 hours’ notice.
4.2 Cancellations with less than 24 hours’ notice will incur a cancellation fee of 50% of the booked service.
4.3 If we arrive and cannot access the property, this will be treated as a same-day cancellation and fees 50% of cleaning fee will be charged.

5. Access & Safety

5.1 You must provide safe, unobstructed access to the property.
5.2 We reserve the right to decline service if we determine that the environment is unsafe, unhygienic, or poses health risks.
5.3 Pets should be secured for the safety of our team and your animals.

6. Satisfaction Guarantee

6.1 If you are not satisfied with your service, please contact us within 24 hours.
6.2 We will return to rectify the issue at no additional cost where reasonable.
6.3 Our guarantee does not apply if:

• New dirt, mess, or activity occurred after our service

• The issue falls outside the agreed scope of work

• The property was not reasonably prepared for cleaning (e.g., cluttered surfaces)

7. Breakage & Damage

7.1 Our team takes great care while working, but accidents may happen.
7.2 If damage occurs and we are responsible, we will:

• Repair the item, or

• Replace it with an item of similar value

7.3 We are not liable for:

• Pre-existing damage

• Fragile or unsecured items

• Items not disclosed as delicate or high-value

7.4 You must notify us of any breakage or damage within 24 hours of the service.

8. Customer Responsibilities

You agree to:

• Provide accurate information when booking

• Ensure the property is accessible at the scheduled time

• Remove valuables or personal items you do not want handled

• Provide electricity and running water

9. Liability & Disclaimer

9.1 To the maximum extent permitted by law, Waterline Property Services is not liable for:

• Loss of income, profit, or business interruption

• Any indirect or consequential damages

• Allergic reactions to standard cleaning products

9.2 Our services are provided “as is”, and results may vary depending on the condition of the property and pre-existing issues.

10. Privacy

Our handling of your personal information is governed by our Privacy Policy, available on our website.

11. Website Use

11.1 By using our website, you agree not to engage in unlawful, harmful, or disruptive activities.
11.2 We do not guarantee uninterrupted website access or error-free operation.

12. Governing Law

12.1 These Terms & Conditions are governed by the laws of Victoria, Australia.
12.2 Any disputes will be handled under Victorian jurisdiction.

13. Contact Us

For questions about these Terms & Conditions, please contact:

Waterline Property Services
Email: contact@waterlinepropertyservices.com.au
Phone: 0438 682 597
Website: www.waterlinepropertyservices.com.au