Terms of Service

1. Acceptance of terms

These Terms of Service apply to bookings and services provided by Novalivo Cleaning. By making a booking, submitting a form, or using our services, you agree to these terms and our Privacy Policy and Cookies policy.

2. Services

We offer residential and commercial cleaning services including regular cleans, deep cleans, end-of-lease, office cleaning, and add-ons as listed on our site. Scope is confirmed in your quote and booking confirmation.

3. Quotes, pricing and payment

• Quotes are estimates based on the information provided and may change if the property condition or scope differs on arrival.
• Pricing may be hourly or fixed. All prices are in AUD and inclusive of GST where applicable.
• Payment is due on completion unless otherwise agreed. We accept common electronic payment methods and bank transfer.

4. Rescheduling and cancellations

• Rescheduling or cancelling with at least 24 hours’ notice is free.
• Less than 24 hours’ notice or no access on arrival may incur a fee up to the lesser of the call-out charge or the booked time.
• If we must reschedule due to unforeseen circumstances, we will offer the next available time.

5. Access and safety

• You agree to provide safe access, power, and running water for the duration of the service.
• For health and safety, we may decline hazardous tasks or areas beyond safe reach without proper equipment.
• Children and pets should be supervised during the service.

6. Customer responsibilities

• Remove clutter and personal items from surfaces to allow efficient cleaning.
• Disclose any delicate surfaces or special care instructions in advance.
• Empty appliances if you have booked options such as fridge or oven cleaning.

7. Quality guarantee and complaints

If something is not right, contact us within 24 hours of service with photos or details and we will return to address the issue at no extra charge. This guarantee applies to the areas and tasks included in the original booking and does not cover natural wear, permanent stains, or issues outside our control.

8. Liability

• We are insured and take reasonable care while on your premises.
• We are not liable for pre-existing damage, wear, faulty items, unsecured fixtures, or deterioration due to age or improper installation.
• To the extent permitted by law, liability for loss is limited to re-supply of services or the cost of re-supply. Nothing limits your rights under the Australian Consumer Law.

9. Keys and security

If keys or access codes are provided, they will be stored securely and used only for scheduled services. Notify us immediately of any change to access instructions.

10. Supplies and equipment

Our teams bring professional equipment and supplies. Eco-friendly options are available on request. If you request use of your own products or tools, you are responsible for their suitability and safety.

11. Photos and feedback

With your permission, we may take before/after photos of work areas for quality control. Testimonials may be used for marketing with your consent only.

12. Force majeure

Neither party is liable for delays or failure to perform due to events beyond reasonable control, such as severe weather, illness, or emergencies. Each party will resume performance as soon as practicable.

13. Changes to terms

We may update these terms from time to time. Changes take effect when posted on this page with an updated date.

14. Governing law

These terms are governed by the laws of Victoria, Australia. You agree to the non-exclusive jurisdiction of the courts of Victoria.

15. Contact

Questions about these terms can be sent to novalivo@gmail.com or by phone at +61 418 106 933. Postal: 18 The Granary, Sunbury VIC 3429, Australia.