These terms and conditions constitute the full and complete service agreement (the “Agreement”) between you (the “Customer”) and EPC Service Connect of Suite 163, 55 Victoria Harbour Promenade, Docklands 3008, Victoria Australia for the provision of services by EPC Service Connect.
Please take some time to review the Terms & Conditions as use of our services constitutes your acceptance.
- Cleaning Services
Subject to the terms of this Agreement, EPC Service Connect agrees to provide domestic cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Property”).
The Service will be for such cleaning duties as agreed with the Customer at the time of booking.
EPC Service Connect will provide one or more cleaners (the “Cleaner”) to attend the Property to provide the Service at a time and date mutually agreed between EPC Service Connect and the Customer (the “Service Time”).
EPC Service Connect endeavours to provide the Service faithfully, diligently and in a timely and professional manner. - Additions & Amendments
Any changes to the Service to be provided must be agreed by EPC Service Connect prior to the Service Time.
If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must first contact EPC Service Connect by email (This email address is being protected from spambots. You need JavaScript enabled to view it.), who may agree to provide the additional services in its absolute discretion.
The Cleaner is not authorised to agree to any changes to the Service being provided.
The Customer must not request such changes directly from the Cleaner. - Customer Representations & Warranties
The Customer represents and warrants that:- It will provide a safe working environment at the Property for the Cleaner to perform the Service.
- The Cleaner will have unencumbered and unobstructed access to those areas of the Property requiring the Service.
- It will provide the Cleaner with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the Cleaner to provide the Service.
- All cleaning equipment and materials requested to be used by the Customer are safe, have not been tampered with and are in full working order.
- It will advise EPC Service Connect prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime at the Property.
- It is authorised to use the Property and obtain the provision of Service.
- If the Customer requires the Cleaner to clean behind or under any heavy items (eg. a fridge, bookshelf, or other furniture), it will move those items prior to the commencement of the Service.
- It will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, or items of sentimental value prior to the commencement of the Service.
- Health & Safety Risks
In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:- The Cleaner is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Property.
- The Cleaner may, either before or during the provision of the Service not use or cease using any materials or cleaning equipment provided by the Customer if the Cleaner thinks, in their absolute discretion, that the use of such materials or cleaning equipment poses a risk to health and safety.
- The Cleaner may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of the Cleaner, a risk to health and safety.
- No Engagement Of Cleaners
The Customer acknowledges EPC Service Connect invests significant resources in recruiting, selecting and training its Cleaners. Unless EPC Service Connect gives prior written permission, the Customer must not, directly or indirectly, engage, employ or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer for any period during which services are provided by EPC Service Connect or for a period within 12 months after the conclusion of any Service.
The Customer acknowledges that EPC Service Connect may suffer loss and damage, including, without limitation consequential loss, as a result of a breach of this clause by the Customer. - Job Quotations
The actual price payable by the Customer is calculated on the total number of bedrooms and bathrooms in the property, with the addition of any selected products.
Any price quoted by EPC Service Connect is an estimate only based on EPC Service Connect experience, without inspection, and based on information provided by the Customer.
If at the commencement or during the course of providing the Service, it is apparent that the Customer incorrectly booked a service EPC Service Connect will provide the Customer with the option to pay an increased fee to complete the Service, or pay the quoted amount without the Service being completed. - Bookings
The Customer may make a booking on the EPC Service Connect website.
At the time of booking the Customer must provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease or grime located at the Prroperty.
EPC Service Connect provides all quotations at the time of booking.
The Customer agrees to provide EPC Service Connect with their valid credit card details at the time of booking, and authorises EPC Service Connect to debit any card with an amount equal to any service and/or cancellation fees that may apply under this Agreement.
EPC Service Connect reserves the right not to accept a booking for any reason. - Payment Terms
The Customer agrees to pay the price quoted by EPC Service Connect in full prior to the services, unless otherwise agreed in advance with EPC Service Connect.
If no payment has been made prior to the booking, EPC Service Connect will use reasonable endeavours to contact the Customer for payment.
In the event that EPC Service Connect cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any cancellation fees or charges due set out in clause 16.
Payments may be made via credit card, PayPal or bank transfer. - Sufficient Cleaning Time
A minimum 3 hour window must be provided for cleaning of 1 and 2 bedroom properties. A 4 hour window must be provided for homes of 3+ bedrooms. - Late Payment Fee
Where EPC Service Connect has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 7 days of the invoice date.
The Customer agrees that if EPC Service Connect has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $20 applies for the first month.
Interest will be charged on the fixed rate of 10% per annum on each day that any amount remains outstanding thereafter.
In addition to the amounts set out above, the Customer agrees to indemnify EPC Service Connect for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by EPC Service Connect in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date. - Non-Appearance
If a Cleaner fails to attend the Premises within 2 hours of the Service Time and does not provide the requested Service, EPC Service Connect will provide the Customer with either:- full refund of payments made by the Customer or
- Offer to reschedule the Service at another time mutually agreed between the Customer and EPC Service Connect.
- Complaints
If the Customer is dissatisfied for any reason with the Service provided, it must inform EPC Service Connect within 24 hours of completion of the Service.
EPC Service Connect strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently.
EPC Service Connect may, at its discretion, offer the Customer either of the following:- Re-supply of the Service without charge.
- A partial or full refund.
- Such other remedy as deemed appropriate by EPC Service Connect.
- Exclusions and Limitations
The only conditions and warranties which are binding on EPC Service Connect in respect of the state, quality or condition of goods and services supplied by EPC Service Connect to Customers are those imposed and required to be binding by statute (including the Trade Practices Act 1974).
To the extent permitted by statute, the liability, if any, of EPC Service Connect is, at EPC Service Connect’s option, limited to and completely discharged by the resupply of the Service.
EPC Service Connect is not responsible for:- Not completing or providing the Service as a result of a breach of a warranty by the Customer in clause 3 (including a failure by the Customer to provide proper materials, cleaning equipment, utility services, a safe working environment or unencumbered access to the Premises).
- Any damages caused by defective cleaning materials or cleaning equipment provided by the Customer.
- Not completing or providing the Service as a result of the Cleaner not proceeding for health and safety reasons under clause 4.
- Any loss or damage incurred by the Customer or any third party as a result of the effects of a force majeure, being any event beyond the reasonable control of EPC Service Connect.
- Not completing or providing the Service due to an act or omission of the Customer or any other person at the Property during provision of the Service.
- Existing dirt, wear, damage or stains that can not be completely cleaned or removed.
- Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed.
- Any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) on the Premises.
- The cost of any key replacement or locksmith fees, unless keys were lost by EPC Service Connect or the Cleaner.
Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the Service which may apart from this clause be binding on EPC Service Connect are excluded.
The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including materials used, equipment provided, time elapsed since Property was last cleaned, and nature of cleaning required), and that EPC Service Connect gives no guarantee as to the actual results of the Service.
Except to the extent provided in this clause, EPC Service Connect has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by EPC Service Connect (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by EPC Service Connect). - Indemnity
The Customer indemnifies EPC Service Connect against:- All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the warranties of the Customer set out in clause 3.
- All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by EPC Service Connect in connection with a demand, action, arbitration or other proceeding including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer).
- Accidents, Breakage, Damage & Theft
- The Customer must inform EPC Service Connect of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Cleaner within 24 hours of completion of the Service.
- To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to EPC Service Connect within 24 hours of completion of the Service.
- To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of EPC Service Connect under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value.
- Cancellation Fees
The Customer must provide EPC Service Connect with at least 24 hours notice prior to the Service Time, if they wish to suspend, postpone or cancel the Service for any reason.
In the event that such notice has been given, EPC Service Connect will endeavor to reschedule the Service if required.
In the event that the Customer does not provide 24 hours notice prior to the commencement of the Service, the Customer agrees to pay a cancellation fee equivalent to 50% of the total invoice for administrative costs and loss. - Fee For Non-Access To Property
In the event that the Customer does not provide unencumbered access the Property for EPC Service Connect or its Cleaners to provide the Service, the Customer agrees to pay a cancellation fee equivalent to 50% of the total invoice for administrative and travel costs. - Termination
This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time.
Subject to clause 15(3), EPC Service Connect may terminate this Agreement by providing the Customer with at least 24 hours notice prior to the Service Time.
EPC Service Connect may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of EPC Service Connect, that breach is incapable of remedy. - Privacy Policy
The Customer acknowledges that any information provided by the Customer may be used by EPC Service Connect for the purpose of providing the Service.
EPC Service Connect agrees not to share any information provided by the Customer with any third party not directly involved in the provision of the Service (unless required to do so by law).
The Customer agrees to EPC Service Connect communicating with them electronically and/or via other means in order to provide the Service or for reasons related to the provision of the Service.
EPC Service Connect will take all reasonable precautions to protect personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration or destruction. - Changes To This Agreement
EPC Service Connect reserves the right to update or modify these terms and conditions at any time without prior notice, and may do so by publishing an updated agreement on its website.
Each updated agreement will take effect 24 hours after it has been published on the website.
The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular cleaning schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed. - Law & Jurisdiction
The Customer and EPC Service Connect acknowledge and accept that this Agreement shall be construed and interpreted in accordance with the laws of Victoria and both agree to submit to the exclusive jurisdiction of the courts of Victoria in the event of any dispute. - Severability
The Customer agrees that if any term or provision is held invalid, void or unenforceable, then that provision will be considered severable and the remaining terms and provisions shall continue to be binding. - Copyright
The content of this Agreement is protected by international copyright laws and may be used for personal reference only.
Subject to applicable law, permission to copy, alter, reproduce, publish, transmit and/or otherwise distribute this content is forbidden without first obtaining the prior written permission of EPC Service Connect.