Terms and Conditions

These are the Contractor's standard Terms and Conditions which will apply to every contract when you as the Customer engage the Contractor to perform its services. When providing our services, we may also need to supply products.

Please refer to our Privacy Policy on our website for information relating to our collection, storage and use of the details you provide when engaging us to provide our service.

The Contractor reserves the right to amend these Terms and Conditions from time to time. Material changes will be communicated to existing customers via email or on our website, and will take effect for new contracts from the date of notification.

1. Engagement and Service Standards

The Contractor represents and warrants that it has all the necessary skills, knowledge, experience and expertise to perform the services and will perform the service in a proper and competent manner in accordance with industry standards.

A detailed scope of work will be provided in writing before service commencement. Standard window cleaning services include removal of dirt, dust, and general environmental buildup from windows explicitly identified in the quote. Work does not cover hard water stain removal, mineral deposit treatment, paint, render, concrete splatter, adhesive residue, or building material left by other trades unless a separate quote has been provided and accepted.

Any work not explicitly listed in the written quote or scope document will be considered a variation and subject to additional charges under Clause 1.6.

The Contractor and all employees and permitted sub-contractors are properly qualified, experienced, licensed (where applicable) and competent to perform the service. The Contractor will notify the Customer in writing if sub-contractors will be used for any portion of the service.

If an event beyond the reasonable control of the Contractor prevents performance on the agreed date, the Contractor will immediately notify the Customer and provide a revised estimate for completion.

If the Customer requires a variation to the service, the Contractor will provide a quotation for the varied service. The additional sum will be added to the price if accepted by the Customer in writing. If the Customer does not accept the quotation within seven (7) days, the Contractor is not obliged to carry out the variation.

The Contractor will provide all equipment and materials necessary to properly and efficiently perform the service. Unless otherwise agreed in writing, all materials will be new and of high quality. All Contractor equipment will be safe, properly maintained, and capable of carrying out the service.

2. Acceptance of These Terms

Any act by the Customer or those legally acting on behalf of the Customer which requests the Contractor to begin performing any services will be deemed as acceptance of these Terms and Conditions.

These Terms and Conditions may be amended by mutual written agreement between the parties.

In the event there is more than one party as a Customer, all Customers will be jointly and severally liable for all obligations under these Terms and Conditions.

Should the Customer cancel the engagement after it has been accepted, the Customer agrees they will be liable for any reasonable costs actually incurred by the Contractor up to the point of cancellation, including scheduling costs, travel expenses, and materials purchased specifically for the job.

3. Quotes and Payment

A quote provided by the Contractor will remain valid for thirty (30) days from the date of issue. On expiry of that period, a new quote will be required prior to the Contractor undertaking the service.

Residential clients must pay by cash, electronic transfer, or card upon completion of work if the total amount is below $500 (GST inclusive). For amounts above $500 (GST inclusive), an invoice will be issued with payment due within seven (7) days.

All commercial invoices have seven (7) day payment terms from the date of invoice unless otherwise negotiated and agreed in writing prior to service commencement.

Payment methods accepted include cash, electronic funds transfer, credit card, and debit card. The Contractor may charge a processing fee of up to 2% for credit card payments, which will be disclosed at time of payment.

Late payments may incur an interest charge of 2% per month calculated on the outstanding balance, commencing from the due date. If payment remains outstanding beyond thirty (30) days, the Contractor may engage debt collection services and the Customer may be liable for reasonable collection costs.

4. Cancellation and Access Fees

If the Customer cancels within forty-eight (48) hours prior to the scheduled appointment, a cancellation fee of $75 will apply. No cancellation fee applies if cancellation is made more than 48 hours in advance.

If the Contractor arrives at the scheduled time and is unable to gain access due to circumstances within the Customer's control (including locked gates, absent occupants, failure to provide keys or access codes, or failure to arrange building access), a service call fee of $110 will apply to cover travel time, vehicle costs, and lost scheduling opportunity.

5. Quality Guarantee, Complaints and Remedies

The Contractor guarantees the quality of all work performed. Any complaint regarding the quality of work must be registered with the Contractor in writing (email or text message acceptable) within twenty-four (24) hours of service completion.

Upon receipt of a valid complaint, the Contractor will inspect the work within five (5) business days and will make up to two (2) good faith attempts to rectify any legitimate issues within fourteen (14) days of the initial complaint.

A complaint is considered legitimate only if: (a) the issue is directly caused by the Contractor's work and can be independently verified; (b) the issue is visible without specialised equipment; and (c) the issue relates to the quality of the cleaning service performed and not to pre-existing damage, manufacturing defects, permanent staining, or issues outside the scope of standard window cleaning as defined in Clause 1.2.

If a legitimate problem cannot be resolved after two (2) rectification attempts, the Contractor will provide a full refund of fees paid for the affected service.

If a Customer makes more than two (2) complaints requiring rectification within a twelve (12) month period, the Contractor reserves the right to decline future service to that Customer.

6. Site Accessibility and Window Conditions

The Contractor may provide accessibility requirements to the Customer prior to service. If these requirements are not met and the Contractor is unable to access certain areas, payment will be calculated on a per-window basis at the quoted rate for windows actually cleaned.

The Customer must inform the Contractor at least 24 hours prior to the appointment of any access restrictions, locked gates, security systems, guard dogs or aggressive pets, parking limitations, or other conditions that may affect the service.

If sliding sash windows cannot be removed due to improper installation, shutters, or inaccessible fly screens, those specific windows will be excluded from the service and payment adjusted accordingly unless the Customer rectifies the issue.

For sites requiring paid parking, parking permits, or building access fees, the Customer must either arrange and pay for parking in advance, provide a valid parking permit, or reimburse the Contractor for actual parking costs incurred supported by receipts.

7. Inclement Weather

The Contractor may reschedule a booking at any time due to weather conditions that would make it unsafe to perform the work, compromise the quality of the service, or prevent proper completion of the work.

The Contractor may stop work due to deteriorating weather conditions and return at another mutually convenient time to complete the service at no additional charge.

Light rain or drizzle will not require rescheduling unless deemed unsafe, as light rain has no negative effect on the quality of freshly cleaned glass. Rain or weather occurring after service completion is beyond the Contractor's control and does not constitute a defect in service.

8. Workplace Health and Safety

The Customer warrants that they are authorised to occupy the premises and to engage the Contractor to provide services on those premises.

The Customer will ensure the property is maintained in a reasonably safe condition and that all work areas, access paths, and facilities are safe, stable, and fit for purpose.

The Customer must inform the Contractor in writing of any known hazards, including unstable surfaces, fragile roofing materials, electrical hazards, asbestos, aggressive or dangerous animals, underground services, or overhead power lines.

The Customer will be liable for any damage to the Contractor's equipment or injury to the Contractor's personnel caused by undisclosed hazards, unsafe conditions, or Customer negligence. The Customer agrees to indemnify the Contractor against such claims to the extent caused by the Customer's actions or omissions.

The Contractor will at all times use safe and proper procedures and ensure all employees are properly trained, supervised, and observe all proper safety practices. The Contractor maintains current Workers Compensation insurance as required by law and will provide evidence upon written request with at least seven (7) days notice.

9. Insurance and Liability

The Contractor maintains public liability insurance with coverage of $20 million per occurrence and products liability insurance with coverage of $20 million per occurrence and in aggregate per period of insurance. Evidence of current insurance coverage will be provided upon written request with at least seven (7) days notice.

The Contractor will take all reasonable care when performing services to avoid damage to the Customer's property. However, the Customer acknowledges that certain risks are inherent in window cleaning services, including the potential for water ingress through pre-existing seal failures and minor incidental contact with surrounding surfaces.

The Contractor is not liable for damage to windows, frames, seals, sills, or surrounding areas that results from: (a) pre-existing defects; (b) manufacturing faults; (c) normal wear and tear; (d) age-related deterioration; (e) previous improper repairs; or (f) conditions beyond the Contractor's reasonable control.

In the event the Contractor causes damage through negligence, the Contractor's liability is limited to the lesser of: (a) the reasonable cost to repair or replace the damaged item; (b) two times the invoice value for the service; or (c) $20,000. The Contractor will not be liable for any indirect, consequential, incidental, or special damages including lost profits, business interruption, or loss of opportunity.

Any damage allegedly caused by the Contractor must be reported in writing within twenty-four (24) hours of service completion. Any claim for compensation must be made in writing within thirty (30) days. The Customer must provide the Contractor reasonable opportunity to inspect the alleged damage before undertaking any repairs.

The Contractor may document the condition of windows, frames, seals, and surrounding areas before and after service by taking photographs or video for quality assurance and dispute resolution purposes.

10. Pre-existing Conditions and Limitations

The Contractor is not responsible for and cannot be held liable for:

• Pre-existing scratches, chips, cracks, stress fractures, or damage to glass, frames, seals, or hardware
• Manufacturing defects in glass, including bubbles, distortions, waves, discoloration, or seal failures
• Permanent staining, etching, mineral deposits, hard water damage, or corrosion that cannot be removed by standard cleaning methods
• Paint overspray, render, mortar, concrete, silicone, adhesive, or other materials applied by third parties
• Deterioration of window seals, frames, sills, or hardware due to age, weathering, or lack of maintenance
• Internal condensation between double-glazed panes caused by seal failure
• Water stains or marks that re-appear after cleaning due to ongoing leaks, sprinklers, or environmental conditions
• Fading, discoloration, or damage to window tinting or films

The Customer should notify the Contractor in writing of any known pre-existing damage, defects, or concerns before work commences.

11. Australian Consumer Law

Nothing in these Terms and Conditions excludes, restricts, or modifies any consumer guarantee, right or remedy conferred on the Customer by the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

The Contractor warrants that all services performed will be: (a) provided with due care and skill; (b) fit for the purpose specified or made known to the Contractor; (c) provided within a reasonable time; and (d) performed in accordance with industry standards and applicable codes.

Where services are not of a kind ordinarily acquired for personal, domestic or household use (i.e., commercial services), and to the extent permitted by Section 64A of the Australian Consumer Law, the Contractor's liability for breach of any consumer guarantee that cannot be excluded is limited, at the Contractor's option, to: (a) supplying the services again; or (b) paying the reasonable cost of having the services supplied again.

Subject to the above, and to the maximum extent permitted by law, the Contractor excludes all liability for any indirect, incidental, special, or consequential loss or damage arising from or in connection with the services provided.

12. Privacy, Documentation and Intellectual Property

The Contractor collects and stores customer information including name, address, contact details, service history, and payment records in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

Customer information is used solely for the purposes of: (a) providing services; (b) maintaining service records; (c) processing payments and invoicing; (d) communicating with customers about their services; and (e) complying with legal obligations.

The Contractor may take photographs or video of the premises, windows, and work areas before, during, and after service for quality assurance, documentation, dispute resolution, and training purposes.

Use of photographs for marketing or promotional purposes requires the Customer's express written consent. Customers may request deletion of photographs within seven (7) days of service completion, except where images are required for legal, insurance, or dispute resolution purposes.

All photographs, videos, documentation, and reports created by the Contractor in the course of providing services remain the intellectual property of the Contractor.

Service records and customer information are retained for a minimum of seven (7) years from the date of service for accounting, legal, and taxation purposes.

13. Dispute Resolution

In the event of any dispute, the parties agree to first attempt resolution through good faith negotiations within fourteen (14) days of written notice of the dispute.

If the dispute cannot be resolved through direct negotiation, the parties agree to engage in mediation before proceeding to litigation. If the parties cannot agree on an independent mediator within fourteen (14) days, either party may request appointment of a mediator by the Resolution Institute.

Mediation costs will be split equally between the parties unless the mediator determines otherwise. Mediation must commence within thirty (30) days of mediator appointment and should conclude within sixty (60) days of commencement unless extended by mutual agreement.

Only if mediation is unsuccessful or one party refuses to participate in good faith may either party commence legal proceedings.

14. Time Limits on Claims

All complaints about service quality must be made within twenty-four (24) hours of service completion as per Clause 5.1. All reports of alleged damage must be made within twenty-four (24) hours of service completion as per Clause 9.5. All claims for compensation, refunds, or remedies must be made in writing within thirty (30) days of service completion. All legal proceedings must be commenced within twelve (12) months of service completion.

15. Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of Queensland, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Queensland and any courts that may hear appeals from those courts.

16. Force Majeure

Neither party shall be held liable for any delay or failure to perform where such delay or failure arises from a Force Majeure Event, meaning any event beyond the reasonable control of a party, including acts of God, war, terrorism, pandemic, government orders, strikes (other than of the party's own employees), utility failures, or extreme and unforeseeable weather events.

Force Majeure does not include financial difficulty, labor disputes with the party's own employees, equipment failure or breakdown, supplier default, or any event that could have been avoided by reasonable precautions.

The affected party must notify the other party in writing as soon as reasonably practicable, provide evidence of the Force Majeure Event upon request, and make reasonable efforts to mitigate effects and resume performance as soon as practicable.

17. General Provisions

If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision will be severed and the remaining provisions will continue in full force and effect.

These Terms and Conditions, together with any written quote or service agreement, constitute the entire agreement between the parties and supersede all prior agreements, representations, warranties, and understandings.

No waiver of any provision will be deemed or constitute a waiver of any other provision, nor will any waiver constitute a continuing waiver unless expressly provided in writing.

The Contractor may assign or subcontract its obligations to maintain business continuity or improve service delivery, provided the Customer is given reasonable written notice. The Customer may not assign their rights or obligations without the prior written consent of the Contractor.

Notices under these Terms and Conditions must be in writing and may be provided by email, SMS, hand delivery, or registered post.

The Customer acknowledges that window cleaning is primarily an aesthetic service and does not impact the structural integrity, functionality, or safety of windows or buildings.