TERMS & CONDITIONS
These Terms & Conditions apply to services provided by Home Reset Property Group (THRPG). By accepting a quote, confirming a booking or allowing work to commence, the client agrees to these terms.
1. Our Services
Home Reset Property Group provides property care services including cleaning, gardening, property maintenance, property assessments, holiday accommodation care, property transitions, end-of-build and post-renovation cleaning, exterior cleaning and other related services as agreed.
The exact scope of each service will be determined by the quote, estimate, booking confirmation or other written agreement provided to the client.
2. Our Approach
Every property is different. We approach each service with thoughtful care, attention to detail and respect for the property.
While we always aim to achieve the best possible result, outcomes may vary depending on the property's age, condition, materials, previous maintenance, accessibility and the nature or severity of any staining, damage, wear, mould, lichen, grime or deterioration present.
3. Quotes & Estimates
Unless expressly stated otherwise, quotes and estimates are based on the information, photographs and access provided to us at the time.
Hourly estimates are provided as a guide and are not a guaranteed final price unless expressly stated to be a fixed quote.
If the scope or condition of the property is materially different from what was originally described, additional time, labour, equipment or materials may be required. Where reasonably practicable, we will discuss significant changes with the client before proceeding with additional chargeable work.
Any additional work, variation or extension to the original scope must be approved through Home Reset Property Group. Where required, we will provide an updated quote, estimate or written variation before additional chargeable work proceeds.
4. Bookings & Minimum Services
Bookings are subject to availability and are not confirmed until accepted by Home Reset Property Group.
A minimum booking period, call-out fee, travel charge or other service minimum may apply and will be communicated before the booking is confirmed.
For cleaning services, a four-hour minimum booking may apply unless otherwise agreed.
5. Cancellations & Rescheduling
We understand that plans can change. However, as our team and time are scheduled in advance, a minimum of 48 hours' notice is required for all cancellations or rescheduling.
Cancellations or changes made with less than 48 hours' notice may incur a cancellation fee.
Same-day cancellations or situations where our team is unable to complete a scheduled service due to circumstances within the client's control may incur a higher fee, reflecting the time reserved, staffing arrangements and reasonable loss incurred by Home Reset Property Group.
We understand that genuine emergencies and extenuating circumstances happen. In these situations, Home Reset Property Group may, at its discretion, waive the cancellation fee, offer a credit, arrange a suitable rebooking or provide a refund where applicable.
Any outstanding cancellation or no-access fees may be required to be settled before a future booking is confirmed.
6. Property Access & Booking Confirmation
All information required to safely and efficiently access the property must be provided at least 48 hours before the scheduled service. This may include gate codes, lockbox details, key arrangements, parking instructions, alarm information and any other relevant access requirements.
It is the client's responsibility to ensure all necessary access information is accurate and provided within this timeframe.
If access has not been confirmed by the morning of the scheduled service, our team will not be dispatched and the booking may be treated as a late cancellation.
Where access has been provided but our team is unable to enter the property on arrival due to incorrect codes, unavailable keys, locked gates or other access issues outside our control, the booking may also be treated as a late cancellation or no-access appointment.
Home Reset Property Group is not responsible for delays or an inability to complete a service where adequate access has not been provided.
7. Cleaning Services
Our cleaning services are tailored to each property and the agreed scope of work.
At Home Reset Property Group, we do not offer different levels of care. Every clean is approached with thoughtful attention to detail, consistency and respect for the property.
Unless specifically agreed otherwise, our cleaning services do not include hazardous waste removal, biohazard cleaning, pest treatment, specialist mould remediation or tasks that cannot be safely completed with the available equipment or within the agreed scope.
We cannot guarantee the removal of permanent stains, discolouration, ingrained damage, mould staining, mineral deposits, corrosion, deterioration or damage caused by age, wear, previous neglect or pre-existing conditions.
8. Utilities & Site Readiness
For bond cleans, move-out cleans, end-of-sale cleans and end-of-build cleans, working electricity, running water and hot water must be available for the duration of the service.
These utilities are essential for our team to safely and effectively complete the agreed work. If electricity, running water or hot water is unavailable, we may be unable to complete some or all of the service, and additional charges may apply where a return visit is required.
For end-of-build and post-renovation cleans, the property must be reasonably safe and ready for cleaning, with major building works completed and areas to be cleaned free from ongoing works that may create significant dust, debris or obstruction.
9. Bond, Move-Out & End-of-Sale Cleans
While we aim to complete every clean to a high standard, we do not guarantee the return of a rental bond or any particular outcome from a landlord, property manager, purchaser, agent or third party.
Any requests for additional work following an inspection will be assessed based on the original agreed scope and the condition of the property. Additional work outside the original scope may incur further charges.
10. Gardening & Outdoor Services
Gardening services may include lawn mowing, edging, hedge trimming, pruning, garden tidy-ups, green waste management, pressure cleaning, exterior care and other agreed outdoor property services.
Gardening and outdoor services are priced according to the individual scope of work. Pricing may take into account the size and condition of the property, access, labour requirements, materials, equipment, disposal costs, travel and the complexity or duration of the work.
Gardens are living environments, and outcomes can be affected by weather, season, soil conditions, pests, disease, previous care and other environmental factors outside our reasonable control.
Unless otherwise agreed, substantial green waste removal, tip fees, specialist arborist work, hired equipment and materials may incur additional charges.
11. Property Maintenance
Property maintenance services are priced according to the individual scope of work and may take into account labour, materials, equipment, access, travel, disposal costs and the complexity or duration of the work.
Maintenance work will be completed according to the agreed scope and within the limits of the services Home Reset Property Group is appropriately able to provide.
Where work requires a licensed trade, specialist contractor, engineer or other qualified professional, we may recommend, refer or arrange an appropriately qualified provider rather than completing that work ourselves.
Hidden defects, structural issues, water damage, rot, electrical faults, plumbing problems or other conditions that were not reasonably visible before work commenced may require additional investigation, specialist advice or a revised scope of work.
12. Pressure Cleaning, Exterior Cleaning & Treatments
Clients should disclose any known weaknesses, damage, leaks, loose materials, deteriorated surfaces, fragile finishes or other concerns before exterior cleaning or treatment begins.
Some surfaces may already be affected by age, weathering, previous coatings, deterioration or improper installation. We will exercise reasonable care but cannot guarantee restoration of surfaces to an as-new condition.
Any significant limitations or risks identified before or during the work will be communicated where reasonably practicable.
13. Property Assessments
Property Assessments provide general observations and practical recommendations based on areas reasonably visible and accessible at the time of the walkthrough.
They are not building inspections, pest inspections, engineering reports, valuations or formal reports by licensed trades unless expressly stated otherwise.
Where specialist advice is required, we may recommend further assessment by an appropriately qualified professional.
14. Employees, Subcontractors & Service Providers
Home Reset Property Group may engage employees, subcontractors and trusted service providers to complete all or part of an agreed service.
Once work has commenced, direct communication between the client and the attending service provider may occur where reasonably necessary for access, scheduling, site conditions or the practical completion of the work.
However, all pricing, additional work, variations, extensions to scope and new work requests must be approved and administered through Home Reset Property Group.
Attending service providers are not authorised to independently agree to additional chargeable work or vary the quoted scope on behalf of Home Reset Property Group unless expressly authorised to do so.
Where additional work is identified or requested, Home Reset Property Group will provide an updated quote, variation or written approval before that work proceeds, where reasonably practicable.
Unless otherwise expressly agreed, all invoicing for services managed by Home Reset Property Group will be issued through Home Reset Property Group.
15. Referrals & Professional Recommendations
Where a requested service falls outside our scope, availability or area of expertise, we may be able to refer clients to a trusted former team member, specialist contractor or professional within our network.
Where the client engages a referred third party directly, the service is a separate agreement between the client and that provider. Unless Home Reset Property Group has expressly agreed to manage the work, we do not control or guarantee independently contracted services.
Where Home Reset Property Group quotes, manages or invoices for the work, the service will be treated as a Home Reset Property Group managed service and the applicable terms will apply.
16. Client Responsibilities
Clients are responsible for providing accurate information about the property and requested work, including any information that may materially affect the service.
Clients must advise us of known hazards, fragile items, damaged surfaces, special requirements, pets or other circumstances that could affect the safety of our team or the completion of the work.
We recommend that cash, valuables and highly sentimental or fragile items are safely secured before our team arrives.
The client is responsible for providing safe and reasonable access to all areas included in the agreed scope.
17. Pets
We love working in homes with pets. However, clients are responsible for ensuring animals are safely managed where their behaviour, location or presence could create a risk to our team, the animal or the completion of the service.
If an animal prevents safe access to an area, we may be unable to complete that part of the service.
18. Breakages, Damage & Pre-Existing Conditions
We take reasonable care while working in and around every property.
If you believe damage has occurred as a direct result of our work, please contact us as soon as reasonably possible and provide relevant details and photographs so we can assess the matter.
Home Reset Property Group is not responsible for damage resulting from pre-existing defects, ordinary wear and tear, unstable or improperly installed items, deterioration, undisclosed fragility or circumstances outside our reasonable control.
Nothing in these terms excludes or limits any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.
19. Concerns With a Service
If something doesn't feel right, we want the opportunity to understand and address it.
Clients should contact us as soon as reasonably possible after becoming aware of a concern and provide photographs or other relevant information where appropriate.
Where a service does not meet an applicable consumer guarantee, remedies will be provided in accordance with the Australian Consumer Law.
20. Payment & Invoicing
Payment terms will be stated on the relevant quote, estimate or invoice.
Unless otherwise agreed, invoices must be paid by the due date shown.
Additional work requested or approved beyond the original scope may be charged separately and, where appropriate, will be reflected in an updated quote, variation or invoice.
Clients should raise any genuine invoice query promptly so it can be reviewed.
21. Materials, Equipment & Additional Costs
Unless otherwise stated, standard cleaning equipment and products required to complete an agreed cleaning service are included.
For gardening, maintenance and other property services, specialist materials, replacement parts, plants, hardware, hired equipment, waste removal, tip fees, parking costs and other significant third-party expenses may be charged additionally where applicable.
Where reasonably practicable, these costs will be communicated to the client before they are incurred.
22. Weather & Conditions Outside Our Control
Outdoor services may need to be rescheduled or postponed due to rain, storms, extreme heat, unsafe ground conditions or other circumstances that make completing the work unsafe or impractical.
We will communicate any necessary changes and arrange another suitable time where reasonably possible.
Home Reset Property Group is not responsible for delays caused by weather, unsafe site conditions or other circumstances outside our reasonable control.
23. Photography & Use of Images
Home Reset Property Group may take photographs of a property or completed work where reasonably necessary for quoting, documenting pre-existing conditions, recording job progress, quality assurance or confirming completion of work.
Operational photographs will not be used publicly for marketing purposes without the client's permission.
With the client's consent, we may also photograph completed work for our portfolio, website, social media or other marketing purposes.
We will not intentionally publish a client's address, personal information, family photographs or other identifying details without express permission.
Where marketing photographs are requested, clients may choose one of the following preferences:
Yes — I'm happy for non-identifying images of completed work to be shared.
Please ask me before sharing any images.
No — please keep all images private.
Clients may change their photography preference at any time by contacting Home Reset Property Group.
24. Changes to Ongoing Services
For ongoing clients, service schedules, rates, team arrangements or other operational details may occasionally need to change.
Where a material change is proposed, reasonable notice will be provided before it takes effect.
Clients remain free to discontinue future services, subject to the cancellation terms applying to any already confirmed booking.
25. Business Changes & Continuity
Home Reset Property Group may restructure, change ownership or transfer all or part of its business in the future.
Where reasonably necessary for the continued provision of services, client agreements and relevant business records may be transferred to a successor entity or purchaser of the business, subject to applicable law and privacy obligations.
Any material change affecting a client's service arrangements will be communicated where reasonably required.
26. Privacy
Personal information provided to Home Reset Property Group will be used for purposes reasonably connected with enquiries, quotes, bookings, service delivery, property access, invoicing and client communication.
We will take reasonable steps to protect personal information and will not sell client information to third parties.
Information may be shared with employees, subcontractors or service providers where reasonably necessary to complete an agreed service.
27. Australian Consumer Law
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation.
28. Acceptance of Terms
By accepting a quote, confirming a booking, making payment or allowing services to commence, the client acknowledges that they have had an opportunity to review and accept these Terms & Conditions.