自费客户服务协议

This agreement is between UpHealth Services Pty Ltd (ABN 19 676 532 960) trading as TidyKin ("TidyKin", "we") and you, the private client who books and pays ("you"). If you book for someone else, such as a parent, you agree on their behalf and confirm they are happy for us to clean their home.

1. Our services

1.1 We provide the services you book: regular cleaning, laundry and linen, unaccompanied shopping, and deep cleans with hospital-grade disinfectant.

1.2 Our workers do not provide personal care, help with medicines, transport, handle your cash or cards, sign documents, work at height, or move heavy furniture alone. Please do not ask them to.

1.3 We aim to send the same worker every visit and will tell you before any change.

2. Price and payment

2.1 Prices are shown when you book and include GST. The first quote is an estimate; we confirm the price after the first visit.

2.2 You authorise us to charge your saved card (through our payment processor, Stripe) after each visit. We do not store your full card number.

2.3 We give at least 30 days' notice of price changes for regular visits. If you do not agree, you may end the service without charge.

2.4 If your home needs much more work than expected (for example heavy build-up or clutter), we will stop and agree the extra cost with you before continuing.

3. Cancellations and access

3.1 Free cancellation or rescheduling with at least 48 hours' notice. With less notice, we charge 50% of the visit price.

3.2 If our worker cannot get in at the booked time and we cannot reach you or your contact within 15 minutes, the visit is treated as a late cancellation.

3.3 If we cancel, you pay nothing for that visit.

4. Your home and safety

4.1 Please make sure we can get in, that water and electricity work, and that pets which may be unsafe are secured. Please tell us about any hazards and any items not to be touched or moved. Please do not smoke in the room where our worker is working.

4.2 Our workers may stop or leave a visit if they feel unsafe, including because of aggressive or inappropriate behaviour by anyone in the home. We will contact you to discuss. Repeated unsafe situations may lead us to end the service under clause 10.

4.3 If you give us keys or a lockbox code, you must also sign the Key and Access Authority. We log keys by code number, never by address.

5. Products and equipment

5.1 We supply the cleaning products. Please supply your own cleaning equipment, such as a vacuum cleaner, mop and bucket, in good working order. If you would like us to bring our equipment, choose this when you book; an extra $30 per visit applies.

5.2 We use fragrance-free products on request and for all deep cleans. Our workers may decline to use equipment that appears unsafe.

6. Unaccompanied shopping

6.1 Shopping lists must be submitted in writing and approved by TidyKin before purchase. Limit: $200 per trip unless you agree more with us.

6.2 You appoint TidyKin as your agent to buy the listed items on your behalf. Our worker pays with a TidyKin company card and never uses your cash, cards or accounts.

6.3 You will pay the exact receipt total (including any GST shown on the receipt) as a separate charge, with the receipt attached. Shopping time is charged at the hourly rate.

6.4 We substitute items only if your list says substitutes are OK. We do not buy alcohol, tobacco, vaping products, gift cards, lottery tickets or medicines, or collect prescriptions.

7. Visit reports and photos

7.1 Our workers photograph cleaned rooms only (and shopping receipts), never people, documents or screens. Visit reports are shared with your nominated contacts only if you sign the Family Report Consent. Our notes are practical observations, not a health check.

8. Damage

8.1 Our workers tell you and us the same day if they damage anything. If you find damage, please tell us within 7 days, with photos if possible.

8.2 If our worker caused the damage, we will repair, replace or pay reasonable compensation. We are not responsible for damage that was already there, or that results from normal wear and tear or from a defect in the item, unless our worker caused or made it worse. We hold public liability insurance.

9. Your consumer rights

9.1 Our services come with guarantees under the Australian Consumer Law that cannot be excluded. If a service is not provided with due care and skill, you are entitled to have the problem fixed or a refund for that service, and to compensation for any other reasonably foreseeable loss. Nothing in this agreement limits those rights.

10. Ending the service

10.1 You may stop regular visits at any time with 7 days' notice. We may end the service with 14 days' notice, or immediately if our workers are at risk of harm or abuse. You must pay for visits already delivered.

11. Complaints

11.1 Contact us on 0403 611 288 (9am to 6pm) or hello@tidykin.com.au, or use tidykin.com.au/feedback. We acknowledge complaints within 2 business days and aim to resolve them within 14 days. You will not be treated differently for complaining.

12. Privacy

12.1 We handle your information in line with our Privacy Policy at tidykin.com.au/privacy.

13. General

13.1 We may update these terms with 30 days' notice; if you do not agree, you may end the service without charge. This agreement is governed by the laws of Victoria. Our website Terms of Service also apply; if they conflict with this agreement, this agreement wins.

Price schedule (GST included)

• Regular cleaning: weekly $70 per hour, fortnightly $75 per hour, one-off $80 per hour
• Deep clean: fixed price by home size, shown when you book
• Bring TidyKin equipment: $30 per visit
• Visit reports for family (peace-of-mind plan): $8 per visit
• Groceries: the exact receipt total