The Agreement (The Contract).

By commissioning Essence Cleaning Services, the customer is bound by the following terms and conditions of this
agreement. Please take some time to review this agreement as use of our cleaning services constitutes your
acceptance of these terms and conditions.

1. Essence Cleaning Services will provide domestic cleaning services as agreed by both parties being us Management
and you the customer at the time of booking. Any changes to the service must be agreed upon by Essence Cleaning
Services Management prior to the next service. A request to the cleaner directly does not constitute a change in the
agreed upon service and all requests of this nature will be ignored as it does not form part of the contract.

2. Essence Cleaning Services will supply all cleaning products and equipment unless specified by the customer. Should
the customer request a specific cleaning product or equipment to be used, it is the customers responsibility to
supply that particular product or equipment on the day that it is required.

3. All prices are quoted per cleaner. Should Essence Cleaning Services allocate multiple cleaners to a job the same time,
the total of hours worked will be calculated on the quantity of cleaners, not the time taken. For example; a 4-hour
clean will be completed in 2 hours by 2 people. Each cleaner having worked two hours therefore the billing hours are
for 4 hours.

4. Payment is to be made by bank transfer, direct debit or credit card within 3 days of completing the service. Any late
payments for invoices not paid within 7 days incur a 20% late fee.

5. Essence Cleaning Services will invoice the customer within 24 hours of the service completion.

6. Quotes for initial cleans provided by Essence Cleaning Services are based on the property being in the same
condition as when it was originally inspected. If the initial clean takes us longer due to not being in the same
condition we will allow for a minimum of 30 minutes of overtime. If it is assumed that the service will go over the
additional 30 minutes Essence Cleaning Services Management will contact the customer with the option of paying
the increased fee to complete the service or pay the quoted amount without the service being completed.

7. Refunds for any services; complaints must be notified to Essence Cleaning Services within 48 hours of completion of
the service. Essence Cleaning Services strives to achieve complete customer satisfaction and will endeavour to
resolve the problem quickly and efficiently.

8. A refund will not be arranged after 48 hours.

9. All one-off services (Spring Clean, Vacate Clean, Moving Clean, End of Lease) require a 50% deposit to be paid within
48 hours prior to the commencement of the service. Funds must clear in the Essence Cleaning Services account prior
to the service beginning and a remittance advice is required as proof of payment. Essence Cleaning Services reserves
the right to cancel the service if payment has not been received.

10. For all one-off services, the customer must inspect the property before the cleaner leaves at the end of the service.
The customer must address any issues directly with the cleaner or management prior to the cleaner leaving. Essence
Cleaning Services will not accept responsibility for any complaints that arise after the cleaner has left the property. If
this is not practicable then complaints about the service need to be made within 48 hours of completion of the
service.

11. Claims for loss or damages to the customers property must be notified to Essence Cleaning Services within 24 hours
and the customer must be able to provide proof of claim of said loss or damage.

12. Essence Cleaning Services may request access to the property to evaluate any loss or damage in an attempt to
resolve the matter.

13. Due to health and safety regulations any requests to clean behind or under any heavy objects or furniture including
but limited to the fridge, the washing machine and bookshelves as examples will be the customers responsibility to
make sure those spaces are accessible prior to the commencement of the service. Essence Cleaning Services is not responsible for any damage to floors, including polished timber floors caused by the moving of objects and furniture for the purpose of cleaning.

14. The customer will provide a safe working environment at their premises for the cleaner to perform their tasks.
Should the customer have any pets they need to take adequate measures and care to provide a safe environment for
the cleaner on the day of service.

15. Essence Cleaning Services staff are instructed not to enter an environment that they consider unsafe to themselves
and their health. Essence Cleaning Services staff will report any hazards.

16. Clients must notify Essence Cleaning Services Management no less than 24 hours prior to commencement of the
clean in the event a member of the household is unwell. If this is not practical, as soon as possible is required. Should
the client fail to advise Essence Cleaning Services Management of illness present in the household, Essence Cleaning
Services staff reserve the right to cancel the clean upon arrival if they feel uncomfortable entering the premises. The
full-service fee will be payable should this occur.

17. Due to safety concerns, Essence Cleaning Services do not allow its staff to move and, or lift heavy items nor clean
high reach areas more than a 3-step ladder. If you require a clean in those areas and behind large appliances or
furniture, please move them before our arrival.

18. Essence Cleaning Services do not offer maid services including but not limited to washing, ironing, changing bed linen
or making beds.

19. A request to cancel a cleaning service must be communicated to Essence Cleaning Services within 24 hours.
Cancellation after 24 hours will incur a late fee.

20. In the event that the Essence Cleaning Services cleaner has attempted to access the property and is not able to attain
entree for example; the customer has forgotten to leave out the key or, has locked the gate making the property
inaccessible, Essence Cleaning Services requires a 24-hour notice of any cancellation of service. If no notice or
notification is established, then full payment of the service will be incurred.

21. In the event that the Essence Cleaning Services cleaner has attempted to access the property and is not able to attain
entrée, specifically due to the client not receiving a booking reminder text message. Essence Cleaning Services
Management will confirm and provide proof of receipt the reminder notice was sent (Eg. Date/time it was sent).
Essence Cleaning Services requires a 24-hour notice of any cancellation of service. If no notice or notification is
established and proof of the reminder was sent successfully, then full payment of the service will be incurred.

22. For all end of lease cleans, bond cleans and vacate cleans there must be connected services such as power to the
property and use of hot water. Any property without power or hot water will incur a hiring fee of $100 for additional
equipment hire.

23. Essence Cleaning Services at no time guarantees the refund of a bond for leased properties.

24. If and when required Essence Cleaning Services will endeavour to replace cleaners that have called in sick or have an
emergency. In the event where no staff is available then Essence Cleaning Services reserves the right to alter the day
and time of your service. Any requests of this nature will be notified to the customer when it is known.

25. Supervision of children, dependants and pets are strictly the responsibility of the customer. Essence Cleaning
Services staff have no obligation to monitor children, dependants or pets.

26. The customer will at not require the cleaner to take care of or feed their pets. The cleaner will not pick up or clean
up animal faeces or pet bedding.

27. PARKING – If required the customer will need to provide the cleaner with a parking permit for on street parking in
their street with or close to 3 home frontages, or a guaranteed parking spot in their building that they may use whilst
servicing the property. Please note that a ‘Visitors Car Space or Services Parking Space’ is not a guaranteed parking
spot. If there is metered parking the customer will cover the cost of the meter for the cleaner. If parking is
unavailable, Essence Cleaning Services reserves the right to cancel or reschedule the service.

28. Terms and Conditions are subject to change without notice. Notification of amendments to these Terms and
Conditions will be posted on the Essence Cleaning Services website.

29. All Essence Cleaning Services staff are self-employed. Essence Cleaning Services has screened all staff with police
checks and working with children checks.

30. It is the customers responsibility to provide Essence Cleaning Services with any special care instructions for items on
or in their property. Essence Cleaning Services does not take any responsibility to damages caused to property due
to lack of instructions by the customer.

31. Without an initial inspection of the property and condition, Essence Cleaning Services cannot provide you with a
quote.

32. All last-minute bookings for spring cleaning, once-off cleans or end of lease cleans must be paid in full 72 hours prior
to the clean commencing. We reserve the right to cancel the service if payment has not been received prior to the
service commencing.

33. CHECKLISTS – It is the customers responsibility to review the checklist prior to the commencement of the clean to
ensure all tasks asked to be performed on the day of the clean are listed. Essence Cleaning Services does not take
any responsibility for tasks not completed that are not listed on the checklist.

34. If the event the cleaner is running late to your appointment, Essence Cleaning Services will notify you or the cleaner
may send through a text to inform you of their approximate arrival time.

35. Essence Cleaning Services is unable to accept keys from our customers due to unpredictability and security concerns.
Essence Cleaning Services will not be able to track or retrieve any keys passed to our staff. We recommend using a
key lockbox as a secure and convenient way to give access to the cleaner. If you have any secured entry or alarm
instructions, you must add this to your booking notes or by emailing or calling Essence Cleaning Services.
36. Our offices are closed on Sundays and public holidays and our cleaners do not work public holidays. Essence
Cleaning Services reserves the right to reschedule your clean for another day.

37. Essence Cleaning Services reserve the right to cancel or reschedule any services in the event of any unpredictable
events. Such events include but not limited to car accidents, traffic blockages, health & family emergencies. These
events are uncontrollable and may lead to us cancelling or rescheduling your service. Essence Cleaning Services are
not liable for any outcome in this event.

38. We reserve the right to refuse or cancel services for any reason. Reasons include but are limited to:
a. cleaners feeling threatened, unsafe or uncomfortable for any reason
b. mistreatment, rudeness, bullying or micromanaging of cleaning team
c. regular consecutive cancellations by customer
d. aggressive pets
e. unsafe working conditions as determined by the cleaner
f. contagions on the property
g. insufficient access to the property

39. Any attendance of properties of customers that have not allowed access and you have not cancelled the
appointment Essence Cleaning Services reserve the right to charge full price of the total cost of the invoice. Factors
include that our teams will lose part of their income. This is to cover costs of reimbursement, travel, and a holding
fee for the space your booking took up in our schedule.

40. It is the customers responsibility to ensure that areas they require to be cleaned are free of obstructions and are
easy to get to. Examples include but are limited to benches, sinks, countertops. Any obstructed areas will not be
cleaned.

41. Essence Cleaning Services only cleans accessible areas. Clutter on furnishings must be removed by the customer.
The cleaner has instructions to clean around the perimeter of any cluttered areas or furnishings.

42. All confirmed bookings are final. The customer cannot amend, extend or cancel a booking during the time of the
services being conducted.

43. All bookings are subject to Essence Cleaning Services staffing availability.

44. Essence Cleaning Services has a zero-tolerance for any verbal or physical abuse directed at or towards our cleaning
teams. If our teams feel uncomfortable or if there is verbal or physical abuse, we will cancel the service with the full
price of the booking incurred to the customer without exception. If required, authorities will be notified of any
untoward conduct of the customer.

45. Due to the high volumes of cleans, Essence Cleaning Services cannot guarantee you will get the same cleaner every
time for reoccurring cleans.

46. Privacy Disclaimer:  Your personal information is only to be obtained and used by Essence Cleaning Services purely
for interaction and communication with our customers. This information will not be sold or freely given to ANY
third-party marketing companies or ANY other organisational entity without your permission. We respect your
privacy and with the same consideration we respect the privacy of all our employees. We do not divulge, nor do we
encourage any of our staff members to volunteer particulars about their private medical information. To do so
would be a breach of the Privacy Act of 1988. By engaging Essence Cleaning Services, you agree to refrain from
asking for private medical information from our employees.