Terms and Conditions

1About Marigold and how services are delivered

Marigold House Cleaning is a residential cleaning service operating across western Brisbane, Queensland. Marigold manages bookings, pricing, scheduling, quality assurance and client care. Services are performed by vetted, independent professional cleaning businesses (“Service Teams”) engaged by Marigold as subcontractors. Each Service Team is an independent business that holds its own Australian Business Number and its own public liability insurance with a minimum of $10 million cover, verified by certificate of currency before it takes any job, and is contractually bound to deliver services to the published Marigold service checklists. Marigold arranges and manages the work; it does not hold a public liability policy over the services performed.

Marigold selects which Service Team attends each booking and may assign or substitute Service Teams at its discretion. Requests for a preferred team are accommodated where practical but are not guaranteed.

Your contract for services is with Marigold. Marigold is responsible to you for the delivery of services under these Terms, including the guarantees in clause 9, regardless of which Service Team attends your home.

2Services and scope

The services offered are Recurring Cleans (weekly, fortnightly or monthly), One-Off Deep Cleans (booked as fixed time blocks), and Vacate & Sale Cleans. The scope of each service is defined exhaustively by the Marigold Service Checklists current at the time of your booking, which form part of these Terms and are available at marigoldhousecleaning.com.au.

Work not listed in the applicable checklist is outside scope. Without limitation, the following are not offered under any service:

• Window cleaning of any kind, interior or exterior
• Pressure washing and other exterior works
• Carpet steam cleaning (which may be brokered to a specialist on request, under a separate quotation)
• Post-construction or builders cleans, hoarding-level or gross-filth conditions, and biohazard or mould remediation beyond surface mould treatable by standard cleaning
• Rubbish removal, pest control, garden and outdoor work beyond a booked balcony or patio
• Moving of heavy furniture or appliances, and cleaning that requires ladders beyond safe household height
• Homes without electricity or running water at the time of service

One-Off Deep Cleans are sold as fixed blocks of labour hours. A block may be delivered by a multi-person team in proportionally less time on site (for example, a two-person team delivers a four-hour block in two hours on site). Work proceeds through your stated priority order; where a home requires more work than the booked block allows, items beyond the block are not a service failure, and a further block may be booked. We will recommend a block size at booking based on the details you provide.

The first visit of every Recurring plan is delivered to the One-Off Deep Clean standard and is priced with a first-clean loading, disclosed before you confirm the booking. This brings the home to a maintainable standard before recurring pricing applies.

3Quotes, pricing and information you provide

Prices are calculated from the property and service information you provide at booking, including bedrooms, bathrooms, separate toilets, kitchens, living areas, storeys, approximate floor area, pets and selected extras. All prices are quoted in Australian dollars and, where applicable, are inclusive of GST.

You warrant that the information you provide is accurate and complete. If, on arrival, the property or its condition is materially different from what was declared (including undeclared rooms, occupants' belongings

at a Vacate Clean, or condition significantly beyond normal domestic soiling), Marigold may issue a revised price for your approval before work begins, reschedule the service, or decline the booking. If work cannot proceed because of a material misdeclaration and no revised price is approved, the cancellation provisions of clause 6 apply.

A minimum charge applies to every booking and is reflected in the instant pricing. Published prices may change from time to time; changes to Recurring plan pricing will be notified to you at least 14 days before taking effect.

4Bookings, access and your obligations

Bookings are confirmed once payment authorisation is completed and you receive a written confirmation from Marigold. Scheduled times are provided as arrival windows; access issues, traffic and prior job variations may affect exact arrival times. You must provide safe and lawful access to the property at the scheduled time, including keys, codes or presence as arranged. Entry instructions are stored securely and shared only with the attending Service Team.

All changes to scope, timing or price must be arranged with Marigold. Service Teams are not authorised to agree to additional work, vary a booking, or accept payment of any kind directly. Anything arranged directly with a Service Team in breach of this clause is outside these Terms, is not covered by the guarantees in clauses 8 to 10, and is at your own risk. You agree to provide a safe working environment, including securing pets that may pose a risk, disclosing known hazards (such as damaged fittings, unsafe surfaces or sharps), and ensuring electricity and running water are available. The Service Team may decline or suspend work that cannot be performed safely, and the cancellation provisions of clause 6 may apply.

Keys held for access are stored securely and identified by code, never by address. If a key held by Marigold or a Service Team is lost, our liability is limited to the reasonable cost of replacing the affected lock and cutting replacement keys, subject to clause 8.

Please let us know in your booking notes if active cameras or recording devices operate in work areas, so Service Teams can be informed.

Cash, jewellery, and items of high or sentimental value should be secured before service. Fragile or irreplaceable items you do not wish touched should be identified in your booking notes.

5Payment

Payment is by card through our secure payment provider. Card details are collected and processed by Stripe; Marigold does not store your full card number. For Recurring and One-Off services, your card is authorised at booking and charged on the day of service. For Vacate & Sale Cleans, a 50% deposit is payable at booking and the balance is payable on completion of the service.

Vacate & Sale Clean deposits are refundable in full where the booking is cancelled with more than 24 hours’ notice; otherwise the deposit is applied against the amounts payable under clause 6. If a payment fails, we will notify you and reattempt. Services may be suspended while amounts remain unpaid, and outstanding amounts remain payable. You are responsible for reasonable costs of recovering overdue amounts to the extent permitted by law.

6Cancellations, rescheduling and lockouts

Plans change, and we ask only for reasonable notice so Service Teams are not left with unfillable time.

• Cancellation or rescheduling with more than 24 hours' notice before the scheduled window: no charge.
• Cancellation or rescheduling with 24 hours' notice or less: 50% of the booked price.

• Lockout or no access: if the Service Team cannot access or cannot safely perform the service on arrival for reasons within your control, the full booked price is payable.

For Recurring plans, a skipped visit moves the schedule; it does not cancel the plan. You may pause a Recurring plan at any time with notice before the cancellation window above. Marigold may check in after two consecutive skips to confirm the plan still suits you.

Recurring pricing assumes the booked frequency is maintained. Where skips or pauses extend the interval between visits beyond twice the booked frequency, the next visit may require a disclosed catch-up adjustment or first-clean loading, notified for your approval before the visit. Marigold may cancel or reschedule where a Service Team is unavailable due to circumstances beyond reasonable control. If we cancel, you will be offered the next available time or a full refund of any amount paid for that visit, at your choice.

7Photographs and quality assurance

Quality is verified remotely. You acknowledge and agree that Service Teams take photographs of work areas before and after service (and of property condition where clause 3 or clause 10 applies). Photographs are timestamped, are used for quality assurance, service verification, and the assessment of any complaint, damage report or guarantee claim, and are handled in accordance with our Privacy Policy.

Photographs are of rooms and surfaces, not of people, and Service Teams are instructed to avoid capturing personal documents. Photographs are not used in marketing without your separate, express consent.

8Consumer guarantees

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion.

9The Marigold re-clean guarantee

In addition to your Australian Consumer Law rights, and not in place of them: if any checklist item has not been completed to standard, tell us within 24 hours of the service with a description and, where possible, photographs. We will dispatch a re-clean of the affected items within 72 hours at no charge. For Vacate & Sale Cleans, the guarantee period is extended: if your property manager or agent identifies cleaning items from our checklist on the exit report within 7 days of service, we will return and rectify those items at no charge.

The guarantee is conditional on reasonable access being made available for the re-clean within the stated window; where access is not made available, our obligations under this clause (but not clause 8) are taken to be discharged.

The guarantee covers the checklist scope actually booked. It does not cover out-of-scope items, condition issues excluded at booking, deterioration after service, or premises accessed by others between service and inspection at a Vacate Clean.

10Damage, loss and liability

Service Teams are trained and contractually required to exercise due care and skill. If you believe property has been damaged during a service, notify us within 48 hours with photographs. We will investigate promptly, using before-and-after photographs and the Service Team's report, and respond to you with an outcome. Every Service Team is required, as a condition of engagement, to hold its own public liability insurance with a minimum of $10 million cover, and to provide Marigold with a current certificate of currency before it takes any job. A claim arising from a service is made against that Service Team’s policy. Marigold does not hold a public liability policy of its own and does not represent that it does. Nothing in this clause limits your rights under the Australian Consumer Law.

To the extent permitted by law, and subject always to clause 8, Marigold's liability for any claim arising out of or in connection with services is limited to, at Marigold's election, resupplying the relevant services or paying the cost of resupplying them; and Marigold is not liable for pre-existing damage or wear, for damage arising from hazards or defects not disclosed under clause 4, for items of unusual fragility or value not identified in booking notes, or for indirect or consequential loss. Nothing in this clause limits any liability that cannot be limited at law, including liability for death or personal injury caused by negligence.

11Working directly with Service Teams

Service Teams are introduced to you through significant Marigold investment in recruitment, vetting, systems and marketing. You agree that, during your engagement with Marigold and for 12 months after your last service, you will not directly engage, or attempt to engage, a Service Team (or its personnel) introduced to you by Marigold for domestic cleaning services other than through Marigold.

If you wish to engage a Service Team directly within that period, contact us: a placement arrangement may be agreed, being a genuine pre-estimate of Marigold's investment in that introduction.

12Complaints

We would rather hear it than lose you. Complaints can be raised at hello@marigoldhousecleaning.com.au or by SMS to our service number. We acknowledge complaints within one business day and aim to resolve them within five. This process does not limit your rights under clause 8 or your right to contact the Office of Fair Trading Queensland.

13Privacy

Personal information is collected, used and disclosed in accordance with our Privacy Policy, available at marigoldhousecleaning.com.au/privacy, which forms part of these Terms.

14General

Marigold may update these Terms from time to time. The Terms current at the time of each booking apply to that booking; material changes affecting Recurring plans will be notified at least 14 days before taking effect.

These Terms, together with your booking confirmation, the applicable Service Checklists and the Privacy Policy, are the entire agreement between you and Marigold for the services, and supersede any prior representation not recorded in them.

If any part of these Terms is found to be unenforceable, that part is severed and the remainder continues in force. A failure to enforce a right is not a waiver of it.

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