1. Agreement

By engaging Continental Homekeeping, the client acknowledges and accepts these Terms & Conditions, together with the agreed service scope, pricing structure, and operational policies communicated at onboarding or booking.

 

These Terms & Conditions may be updated from time to time to reflect changes in our services, pricing, operational requirements, legal obligations, or business processes. The most current version will apply to services provided after the updated terms have been communicated or made available.

 

2. Scope and Timing

Continental Homekeeping delivers services to a priced scope, not to a guaranteed amount of time onsite.

 

Any time allocations used by Continental Homekeeping are internal operational guides only and may vary depending on the home’s layout, condition, access, complexity, and service requirements.

 

Arrival times are estimates only and may vary due to traffic, prior service overruns, weather, staff illness, access issues, parking, or operational changes.

 

3. Cancellations

A minimum of 48 hours notice is required for cancellations or rescheduling requests.

 

Cancellations, postponements, or rescheduling requests made within 48 hours will incur a fee, which may be up to the full service value.

 

4. Access and Utilities

Clients must provide reliable access at the scheduled service time, along with functioning electricity and running water during service appointments.

 

Where the team cannot access the property due to lockouts, incorrect instructions, alarm complications, locked gates, unavailable keys, delayed access, or lack of required utilities, a lockout fee, rescheduling fee, or partial/full service fee may apply at Continental Homekeeping’s discretion.

 

Failure to provide access or required utilities may result in reduced service outcomes, rescheduling, or applicable fees.

 

5. Same-Day Changes

Same-day service changes, scope reductions, postponements, or significant additions cannot generally be accommodated once team schedules are dispatched.

Requests may be declined or charged in full where operational commitments have already been made.

 

6. Payment

Payment is due on the day of service completion unless otherwise agreed in writing.

 

Overdue invoices will incur late payment fees and may result in temporary suspension of future bookings until the account is brought current.

 

Credit card or payment processing surcharges will apply where relevant to the payment method used.

 

Continental Homekeeping reserves the right to suspend or terminate services where accounts remain unpaid beyond agreed terms.

 

Debt recovery costs associated with unpaid invoices will be recoverable from the client.

 

7. Service Positions

A recurring service position refers to a reserved place in Continental Homekeeping’s ongoing schedule for routine servicing. This includes the staffing, route planning, travel allocation, and operational capacity required to hold that regular place.

7. Service Positions (Cont)

Routine service positions are operationally reserved within the schedule. Extended pauses, repeated cancellations, or irregular servicing may result in loss of the reserved schedule placement.

 

Holding fees may apply where a client wishes to retain a preferred service position during a pause.

 

8. Routine Condition

Routine servicing assumes the home is being maintained on an ongoing basis and is in a reasonable condition for regular upkeep.

 

Homes presenting beyond normal maintenance condition may require additional charges, reduced scope outcomes, or an initial deep clean prior to commencement or continuation of routine service.

 

9. Deep Cleaning

Deep cleaning services are restorative in nature and may uncover pre-existing wear, deterioration, staining, etching, grout issues, oxidisation, loose fittings, water damage, poor prior workmanship, or other pre-existing issues not visible prior to cleaning.

 

Continental Homekeeping is not responsible for pre-existing issues becoming visible during or after cleaning.

 

10. Extra Work

Additional work requested onsite beyond the agreed scope may incur additional charges.

Dishwasher & Sink Readiness

Our kitchen service assumes the kitchen sink and benchtops are reasonably clear on arrival so we can complete the kitchen scope properly. If dishes, cookware or items are left in the sink, the applicable Dishwasher Reset / Packing charge will apply where our team is required to clear the sink to complete the service.

 

If the dishwasher is clean and full, the applicable Dishwasher Unpacking charge will also apply, as the dishwasher must be emptied before further dishes can be loaded.

 

In short, where dishes or a full dishwasher prevent us from cleaning the sink, benches or kitchen area as scoped, our team will deal with this practically and invoice the relevant dishwasher reset charge accordingly

 

Excessive kitchen reset work, laundry handling, folding, appliance rotation, clothing management, or other household reset work are not included unless specifically selected or agreed.

 

Where practical and operationally possible, the team may complete additional work and invoice accordingly. Continental Homekeeping reserves the right to decline additional work where time, staffing, safety, or scheduling constraints apply.

 

11. Home Readiness

Excessive clutter, inaccessible surfaces, excessive belongings, obstructed floors, or unprepared environments may reduce achievable service outcomes.

 

Continental Homekeeping is not responsible for reduced outcomes caused by restricted access, clutter, or areas that cannot be safely or reasonably serviced.

 

12. Unsafe Conditions

Continental Homekeeping reserves the right to refuse, modify, suspend, or cease servicing where conditions present safety risks, biohazards, infestations, aggressive animals, structural hazards, illicit substances, hazardous materials, unsafe access, unsanitary conditions, or other circumstances that make continuation unreasonable.
 

13. Pets

Clients are responsible for ensuring pets are safely secured where necessary.

 

Continental Homekeeping is not liable for pets escaping due to unsecured doors, gates, client instructions, or the client’s failure to properly secure animals prior to service.

 

14. Fragile Items

Clients are responsible for securing highly valuable, irreplaceable, sentimental, fragile, unstable, or delicate items.

 

While care is taken during servicing, Continental Homekeeping cannot guarantee against accidental damage in active working environments.

 

Any breakages identified by the team during service will be communicated as soon as practical.

14. Fragile Items (Cont)

Claims relating to alleged damage must be reported within 24 hours of service completion and include supporting photographs where applicable.

 

15. Surface Limits

Certain staining, hard water build-up, mould staining, grout discolouration, permanent etching, oxidisation, embedded soiling, or aged residue may not be fully removable through standard cleaning methods.

 

Routine servicing may reduce surface-level mould where safe and practical.

 

Mould remediation, treatment of underlying moisture issues, recurrence prevention, or removal of permanent mould staining is not included unless specifically agreed in a dedicated scope.

 

16. Accessibility

Routine servicing does not include work requiring ladders, roof access, unsafe reaching, heavy lifting, furniture moving, or high-risk access unless specifically agreed as part of a dedicated service scope.
 

17. Staffing

While Continental Homekeeping strives for consistency and familiar faces, staffing arrangements may vary due to operational requirements, illness, leave, training, or scheduling needs.

 

18. Documentation

Continental Homekeeping may document areas of concern, pre-existing issues, access issues, safety risks, completed work, or service conditions internally for quality assurance, training, operational records, or dispute resolution.

 

Images or documentation may also be used for training, marketing, website, social media, or educational purposes. Where images are published externally, reasonable efforts will be made to avoid including personally identifying information, private documents, family photographs, names, addresses, or other identifying details.

Clients may request that images from their home not be used for external marketing purposes. 

 

19. Service Concerns

Any concerns regarding service quality should be raised within 24 hours of service completion to allow timely review and reasonable resolution opportunities.

 

20. Liability

To the maximum extent permitted by law, Continental Homekeeping’s liability is limited to the value of the service provided.

 

Continental Homekeeping is not liable for indirect, consequential, or incidental damages arising from service delivery.

 

21. Consumer Law

These Terms & Conditions operate alongside applicable rights and protections under Australian Consumer Law.