Terms of Service

In these Terms, "Provider", "we", "us", and "our" refer to Poli Clean Melbourne, operated by Nikita Ari Politis (ABN 40 732 526 016). "Customer", "you", and "your" refer to the person or entity requesting or receiving a service.

"Services" means the cleaning, exterior maintenance, and related services described in clause 4.

"Quote" means a written estimate of price provided by the Provider for the performance of Services at a specified property.

These Terms of Service ("Terms") apply to every Quote issued, and every Service performed, by the Provider.

By requesting a Quote, accepting a Quote, or otherwise instructing the Provider to perform a Service, the Customer agrees to be bound by these Terms.

The Provider is a sole trader operating as Poli Clean Melbourne, based in Melbourne's Inner East, providing exterior and interior cleaning services across Melbourne.

The Provider holds public and products liability insurance with a limit of indemnity of $20,000,000 per occurrence, underwritten by Chubb Insurance Australia Limited (Policy No. CC1158905), arranged through Protecsure Pty Ltd.

The Provider's insured business categories are: Window Cleaner (external and internal), Solar Panel Cleaner, Gutter Cleaning, Cleaner (general), and Garden Maintenance/Landscaper/Services. Pressure washing and soft washing services are performed under the general Cleaner category of that policy.

The Provider offers the following categories of Service, each described in further detail on the Provider's website. The availability of a given Service at a given property is subject to clause 9 (Scope Limitations).

• Pressure washing of driveways, paths, and concreted areas
• Soft washing of render, brick, weatherboard, and roofing
• Roof cleaning
• Gutter cleaning
• Solar panel cleaning (cleaning only; the Provider does not install or repair solar systems)
• Exterior and interior window cleaning
• Exterior house washing
• End of lease, vacate, deep, and builders cleaning
• Carpet steam cleaning
• Tile and grout cleaning
• Office cleaning
• Gardening maintenance and landscaping
• Green waste removal

Quotes are provided free of charge, based on the information supplied by the Customer, including property size, access, condition, and any photographs provided.

A Quote remains valid for 30 days from the date of issue, unless otherwise stated in writing.

Where a Service is priced by reference to area (per square metre) or time (per hour), the final price will be confirmed on site prior to commencement if the actual condition of the property differs materially from the information provided at the time of quoting. The Provider will not proceed with work outside the agreed scope without the Customer's agreement to any revised price.

All Quotes are inclusive of labour, equipment, chemicals, and water. No separate call-out fee or travel charge applies within the Provider's stated service area.

The Customer must, prior to and during the performance of the Service:

• provide safe and clear access to the relevant work area at the agreed time
• secure any pets away from the work area for the duration of the visit
• move, or disclose the location of, any vehicles, breakable items, or valuables in or near the work area
• disclose any known underground services, irrigation lines, or buried infrastructure in any area where garden, landscaping, or ground-related work is to be carried out
• disclose any pre-existing damage, fragile surfaces, or known defects relevant to the Service to be performed

Where safe access is not available at the agreed time, the Provider may reschedule the visit. Repeated unavailability of access may result in a reasonable call-out charge, which will be notified to the Customer in advance.

Payment is due on completion of the Service, unless an alternative arrangement has been agreed with the Customer in writing prior to the Service.

Where an invoice remains unpaid 30 days after the date of service, a late payment fee of 10% of the outstanding invoice amount applies. The Provider may suspend or decline future bookings until all overdue amounts are paid in full.

The Customer may reschedule a booking at no charge, provided reasonable notice is given. See clause 8.3 for cancellations made with less than 24 hours notice.

The Provider may reschedule a booking due to weather, safety, or site conditions outside its reasonable control. Where this occurs, the Provider will notify the Customer as soon as practicable and offer the next available appointment.

Where the Customer cancels a booking with less than 24 hours notice, the Provider may charge a call-out fee of $50–$100, depending on the scheduled job size, to reflect the Provider's reserved time and lost opportunity to fill that slot.

The scope of Services the Provider is able to perform is limited by the terms of its public liability insurance, specifically:

• general exterior work, including window cleaning, is not covered above 21 metres from ground level
• gutter cleaning and guttering-related work is covered up to 15 metres from ground level
• the Provider does not undertake tree felling or lopping above 3 metres, and does not use flame-producing or explosive equipment in the course of any garden or landscaping service
• the Provider does not perform work at hazardous premises as defined by its insurance policy, including towers, chimney shafts or stacks exceeding 10 metres, mines, chemical works, or similar high-risk sites

Where the design or condition of a property would require a Service to be performed beyond these limits, the Provider will advise the Customer at the time of quoting that the Service, or part of it, cannot be performed, or that referral to a specialist contractor is required.

For any Service involving digging, edging, or disturbance of the ground (including garden bed preparation and landscaping), the Provider's insurance requires that the location of underground services, including water, gas, electrical, and telecommunications infrastructure, has been established with the relevant authority prior to work commencing.

Where this information has not been provided to the Provider by the Customer or the relevant authority, the Provider is not liable for damage to undisclosed underground services or infrastructure.

For end of lease and bond cleaning services, where a concern relating to an item on the agreed cleaning checklist is raised within 48 hours of completion, the Provider will return and re-clean the relevant item at no additional charge, provided the Provider is able to attend within 48 hours of being notified.

This guarantee is limited to cleaning-related items on the agreed checklist and does not extend to:

• pre-existing damage, wear and tear, or conditions unrelated to cleaning
• items or areas outside the originally agreed scope of work
• concerns raised after the 48-hour period referred to in clause 11.1
• results affected by circumstances arising after completion, including weather, re-soiling, or third-party access to the property

To the maximum extent permitted by law, the Provider's liability for loss or damage arising from the performance of a Service is limited to the amount recoverable under the Provider's public and products liability insurance policy referred to in clause 3.2, subject to the excess and exclusions of that policy.

The Provider is not liable for indirect or consequential loss, including loss of rent, loss of bond, or loss of income, except to the extent such liability cannot lawfully be excluded.

The Provider is not liable for loss or damage arising from a condition, defect, or underground service that was not disclosed in accordance with clauses 6.1 or 10.1, or for work required beyond the scope limitations set out in clause 9.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred on the Customer under the Australian Consumer Law that cannot lawfully be excluded, restricted, or modified.

The Provider may photograph the work performed at a property, including before and after images of driveways, roofs, gardens, and other exterior or vacant-property areas, for use in its marketing, including its website, social media, and Google Business Profile.

The Provider will not use any photograph that shows an occupant, personal belongings within an occupied residence, or identifying features of a private interior, without the Customer's separate written consent.

A Customer who does not wish photographs of their property to be used for marketing purposes must notify the Provider in writing prior to the Service, and this will be recorded against the booking.

Personal information provided by the Customer, including name, contact details, address, and photographs, is used solely for the purpose of providing a Quote or performing a Service, and is not sold or disclosed to third parties other than as reasonably required to deliver the Service, including to a subcontractor engaged for a specific job.

A Customer with a concern regarding a completed Service should contact the Provider directly in the first instance. Most concerns are addressed by the guarantee in clause 11.

Where a dispute cannot be resolved directly between the parties, either party may refer the matter to the Victorian Civil and Administrative Tribunal (VCAT) or another appropriate body.

The Provider may amend these Terms from time to time. The version of these Terms in effect at the time a Service is booked applies to that booking.

These Terms are governed by the laws of Victoria, Australia, and the parties submit to the non-exclusive jurisdiction of its courts.

Poli Clean Melbourne — hello@policlean.com.au — 0459 344 197 — Melbourne Inner East, Victoria.