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Terms of Trade
These Terms of Trade outline the conditions that apply when booking cleaning services with Heron Tile & Carpet Care.
By booking our services, accepting a quote or allowing work to proceed, you agree to the following terms. These terms are designed to keep expectations clear and fair for both Heron Tile & Carpet Care and our customers.
1. Quotes & Service Scope
Quotes and estimates are based on the information provided at the time of booking. Additional services including heavy pet hair removal, stain treatment, odour treatment, restoration cleaning, excessive soiling, furniture moving or work outside the quoted scope may incur additional charges. Any variations will be discussed and approved before work proceeds.
2. Access & Preparation
Please ensure reasonable access is available to the areas being cleaned at the scheduled appointment time. We require access to water and electricity to carry out most cleaning services.
Driveway access is preferred wherever possible to allow equipment to be positioned safely and efficiently. During adverse weather conditions, access to a garage, carport or other suitable covered area may be required and can be discussed upon arrival.
While we will work around furniture and household items where practical, some areas may be inaccessible if obstructed. Moving furniture is not included unless agreed beforehand. Customers are encouraged to remove fragile, valuable or personal items from the work area prior to our arrival.
If access restrictions prevent all or part of the agreed service from being completed, a return visit may be required and additional charges may apply.
3. Results & Limitations
While every effort is made to achieve the best possible result, some stains, odours, wear, fading, discolouration, damage and other pre-existing conditions may be permanent and cannot be guaranteed to be removed.
Cleaning can often improve the appearance of carpets, upholstery, tile and grout; however, results will vary depending on the age, condition and type of material being cleaned.
In some cases, the cleaning process may reveal pre-existing conditions that were not readily visible beforehand, including colour loss, permanent staining, wear, damage, holes, cracked grout, loose grout or other defects.
Drying times are estimates only and may vary depending on weather conditions, ventilation, humidity and the level of soiling present.
4. Payment
Payment is due upon completion of the service unless otherwise agreed in writing. For most residential services, payment is accepted by cash or EFTPOS on the day of service.
If the customer will not be present when the work is completed, payment must be arranged before departure unless prior arrangements have been made.
Commercial clients, government organisations, schools, strata managers and approved account holders may be invoiced by prior agreement. Bank transfer details will be provided on the invoice where applicable.
A 2% surcharge applies to EFTPOS transactions.
5. Cancellations
We understand that plans can change and occasionally appointments may need to be cancelled or rescheduled.
We ask that customers provide as much notice as possible if they are unable to keep their booking. This helps us manage our schedule and offer appointment times to other customers.
Repeated late cancellations, failure to provide access to the property, or missed appointments may result in future bookings requiring confirmation or prepayment at our discretion.
6. Important Information Before Cleaning
Customers are encouraged to advise us of any known concerns before work begins, including delicate fabrics, previous repairs, existing damage, water damage, pet accidents, stains, loose grout or other conditions that may affect the cleaning process.
While every effort is made to identify potential issues prior to cleaning, some pre-existing conditions, defects or material characteristics may not become apparent until cleaning is underway or completed.
7. Guarantees & Remedial Work.
If you believe there is an issue with the service provided, please contact us as soon as possible. We will assess the concern and, where appropriate, arrange a return visit to address any reasonable service-related issues.
This guarantee does not apply to permanent staining, wear, fading, damage or other pre-existing conditions outlined in these Terms of Trade.
8. General
We take pride in providing professional cleaning services with care and attention to detail. If you have any concerns after your service, please contact us directly so we can discuss the issue and work toward a fair resolution.
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms of Trade excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.
If you have any concerns regarding the services provided, please contact us directly so we can discuss the matter and work toward a fair resolution.