Gows Big Red Carpet Cleaning
Service Terms and Conditions

The terms and conditions set out below constitute the full and complete service agreement (the "Agreement") between you (the "Customer") and Gows Big Red Carpet Cleaning (‘’Big Red’’) of 2/19 Uralla Rd, Port Macquarie, NSW 2444 Australia for the provision of services by Big Red.
Please take some time to review this Agreement. Use of our services constitutes your acceptance of these terms and conditions.

1. Services Provided

a. Subject to the terms of this Agreement, Big Red agrees to provide a cleaning and/or pest control and/or restoration service and/or microbial remediation service (the "Service") to the Customer at an address specified by the Customer (the "Premises"). 

b. The Service will be for such cleaning and/or restoration and/or pest control and/or microbial remediation services as agreed with the Customer at the time of booking. 

c. Big Red will provide one or more Technicians (the "Technician") to attend the Premises to provide the Service at a time and date mutually agreed between Big Red and the Customer.

d. Big Red endeavours to provide the Service diligently and in a timely and professional manner.

2. Bookings & Amendments

a. The Customer may make a booking either in person, by telephone or email.
b. The Customer must advise Big Red of any pets including Fish, Birds and Reptiles that reside at the Premises, regardless of whether they are going to be present at the time of the Service and regardless of whether the pet usually resides at the Premises. 
c. Big Red reserves the right to not accept a booking for any reason. 
d. If the Customer requires any additional services or variations at the time the Service is being performed, the Customer must advise the Technician prior to commencement of work. 
e. Acceptance of additional work at the time of the Service is at the discretion of the Technician on behalf of Big Red and the Customer accepts this will affect the final price and duration of the Service.
f. The Customer must advise Big Red of any known Urine (Animal or Human), Microbial Growth (includes ‘Mould’), and bodily fluids (vomit, faeces, blood) at the time of booking. Discovery of these during inspection by the attending Technician may result in the Technician terminating the service, or further charges being applied to the final invoice.

3. Customer Obligations

The Customer represents and warrants that:

a. They will provide a safe working environment at the Premises for the Technician to perform the Service;

b. The Technician will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; 

c. They will provide the Technician with access to all services and utilities (including hot and cold water, electricity) as required by the Technician to provide the Service; 

d. They will advise Big Red and the attending Technician prior to the commencement of the Service of any hazards, slippery surfaces, risks or dangers.

e. They are authorised to use the Premises and obtain the provision of Service; 

f. They will secure or remove any fragile, delicate, breakable or valuable items, including cash, jewellery, works of art, antiques, vases, photo frames, knick-knacks or items of sentimental value prior to the commencement of the Service.
g. They will isolate from the Technician, or remove from the Premises, any pets which are capable of free movement in and around the workspace. 
h. It is expected that the customer will remove all personal items including shoes, clothes, toys and other small items from the floor to be cleaned prior to the Technicians attendance. Should the Technician have to do this to be able to clean the areas, extra charges may apply.

4. Health and Safety Risks

In addition to the obligations and warranties set out in clause 3 above, the Customer acknowledges and agrees that:

a. The Technician is entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; 

b. The Technician may, either prior to or during the Service, decline to commence or cease the provision of the Service where carrying out the Service presents, at the discretion of the Technician, a risk to the health and safety of themselves, the public, or the Customer. 

c. Moisture on your furniture and carpets can present a slip hazard on adjacent hard surface areas, it is required of the customer to keep clear of these places.
d. It is the responsibility of the Customer to advise any other guests, residents or contractors present at the Premises of the above-mentioned hazards until they no longer exist.
e. The Customer must agree to keep children or dependents away from any hoses/pipes, equipment, chemicals or hot water being used as a part of the cleaning, restoration and pest control process.
f. The Customer must agree to keep all pets contained during the Service, and away from any hoses/pipes, equipment, chemicals and hot water. 
g. The Customer must ensure that the environment that the Customer is inviting the Technician to work in, is a safe environment free from electrical or structural hazard.
h. Cleaning solutions and Pest Control products should be considered poisonous and are not for human or animal consumption.
i. The Customer must advise the Technician of any Biohazards present as set out in clause 2.f.
j. The Customer is required to follow all instructions given by the Technician in regards to the operation of any equipment installed at the Premises.
k. Big Red is not liable for damages or injury relating the misuse or interference with equipment which may be operating at the Premises.

5. Quotations and Pricing for Surface Cleaning and Pest Control Services

a. The price payable by the Customer is the final price quoted as advised by the attending Big Red Technician.

b. Any price quoted without prior inspection, using information supplied by the Customer is an estimate only.

c. Quotes are valid for a period of 7 days from the date of the quote. 

d. Unless provided with specific dimensions and descriptions, quotes will be based on estimated room/house/seating sizes. If the actual work to be performed is different to what has been quoted for, the price will vary accordingly as advised by the Technician at time of Service.  

e. The Technician may quote extra during the inspection if there are stains which require more than 15 minutes of attention, if the area to be cleaned is bigger than Big Red was informed about, or areas need cleaning that Big Red were not informed of during the booking process, or if the condition of the floor/upholstery/mattress is deemed to be different from the information provided by the Customer. 

f. When the Technician arrives at the Premises they will inspect the areas the Customer has requested the Service be carried out upon and provide the final price prior to commencement of work. 

g. Emergency call outs are charged at a minimum of $165 during normal hours and $330 after hours.

h. Carpeted steps are charged per 15 step block, the minimum for any stairway is $33.
i. Upholstery cleaning prices are per seating position and are subject to the type and condition of the upholstery. Additional charges may apply for recliners, ottomans, chaises and loose cushions. 

j. Limited spot and stain treatment is included in Big Reds carpet and upholstery cleaning price and the steam cleaning process, the Technician may quote extra after inspection.
k. Pest Control quotations are based upon Big Red being advised by the Customer, of all pests the Customer intends the treatment to be for, when the booking is made. Warranties will not apply to pests which were not intended to be treated for, at the initial booking. 
l. The Technician may quote extra after inspection based upon the level of infestation and the size of the Premises to be treated. This may or may not include follow up visit costs, as advised by the Technician. The applicable warranty period for the treatment is strictly as specified by the attending Technician on the Pest Information and Warranty Form.
m. The minimum charge for provision of a surface cleaning or pest control Service within the Port Macquarie Hastings is $165
n. The minimum charge for provision of a surface cleaning Service in any type of building where the cleaning is to take place on or above the first floor is $220

o. The minimum charge for provision of any Service outside of the Port Macquarie Hastings region, where it is the only Service being provided in that area for that day, is $275
p. Unless specified otherwise, all prices and quotations are expressed to be GST inclusive.
q. Furniture movement is an additional charge, and if declined by the Customer, furniture must be moved prior to the Booking Time by the Customer. If the Customer does not attend to this themselves, it may not be possible for the Customer to change their mind on the day depending on how many Technicians are booked to attend the property.
r. Should the Technician have to remove or relocate personal items that are stopping him/her from completing their service, extra charges may apply, please refer to clause (3. h)

s. Big Red does not provide inspection, treatments, or warranties for any form of timber pest including termites.


6. Stains & Odours

a. The Technician will inspect the flooring surface and/or upholstery and stains before the Service commences.

b. Stains derived from bleaching agents, acids, rust, paint, food/drinks and dyes may be permanent and cannot be removed with any treatment. Big Red and the Technician, do not guarantee stain removal.

c. Big Red cannot be responsible for any pre-existing condition that is not apparent upon visual inspection of the Premises. 

d. Big Red and the Technician reserve the right to photograph the area to be cleaned for later reference. 

7. Urine

a. The presence of urine in carpet, whether it be animal or human, is considered as damage and can not be cleaned out using standard cleaning methods. Dry urine remains in carpet as crystalline salt deposits which harbour bacteria. When these come in contact with water during the cleaning process, and odour is released. When this odour presents after cleaning, it is often falsely determined to be poor cleaning practice.
b. Big Red reserves the right for our Technicians to pull back any carpet for visual inspection of carpet backing, underlay and subfloors. If any customer requests this to not take place, the Technician may either refuse to clean the carpet. At their discretion, the Technician may proceed with the cleaning service with the conditions applying as set out in sub-clause D, E & F below.  
c. Big Red reserves the right for our Technicians to conduct moisture readings of any carpet, underlay and subfloors, using a moisture meter, for the purpose of detecting urine (even dry urine will register a reading on a moisture meter due to the presence of bacteria and crystalline salt deposits).
d. The Technician reserves the right to not clean any flooring which they deem damaged beyond repair, in which case they may offer quotation for the removal of floor coverings, cleaning and sealing of subfloors as required.
e. The Technician may offer at their discretion a topical treatment for urine spots. These treatments do not come with any guarantee that the visual appearance will change or that any odour will be removed from the property. 
f. If an odour persists after cleaning, Big Red is not liable to re-clean, or provide any further cleaning or remediation service free of charge. 

8. Water Damage Restoration

a. Big Red endeavours to provide a water loss mitigation service (structural and contents drying) at our earliest availability upon request 24hrs a day 7 days a week, however Big Red makes no guarantee of a response day or time. 
b. The Customer agrees that they will pay the minimum call out fee as set out in Clause 5, plus any further labour, consumables or equipment hire necessary for Big Red to provide the Emergency mitigation, as determined by the Big Red Technician. The attending Technician may decide to withhold these charges during the initial attendance, for the purpose of invoicing directly to an insurer with the final invoice, at the Technicians discretion. 
c. Any quotation for water damage restoration is subject to change due to varying factors out of the control of Big Red, these include but are not limited to
i. Environmental factors such as varying temperature and humidity.
ii. Loss of electricity to the property resulting in longer equipment hire times. 
iii. Drying equipment being turned off by the Customer or a third party.
iv. Loss of control over the environment in the affected area that the Service is being provided in, due to constant door and window opening, or interference with any temporary barriers installed by Big Red, by the Customer or a third party. 
v. Further water ingress to the Service area, after the initial mitigation and/or commencement of the drying procedure Service. 
vi. Further water ingress during the Service from water trapped within a structure which cannot be detected during initial assessment.
d. If the Big Red Technician has advised the Customer that the Premises where the water loss has occurred is not safe or habitable, the Customer agrees that it is in their best interest to find alternate accommodation during the Restoration process.
e. The Big Red Technician may advise that it is possible to continue to reside in the Premises, under the condition that the Customer is responsible for their own health and safety. The safest and healthiest option will always be to leave the Premises during the Restoration work. 
f. Big Red is not liable for any damage or health and safety issue arising from the Customer entering, or living in the affected Premises, regardless of what advice the Big Red Technician has given. These may include but are not limited to
i. Inhalation of airborne particles
ii. Heatstroke or any condition induced by hot and dry environments. 
iii. Electrical shock from contact with restoration equipment. 
iv. Damage to personal or structural property through the interference with restoration equipment. 
v. Trip and Slip Hazards from electrical cords, machines, and water on floor surface. 
g. Big Red will provide the Restoration Service to the Premises as per industry standards.
h. When conducting contents and structural drying, Big Red Technicians will attempt to dry affected materials to a specified dry goal which is determined by industry standards or a dry goal which is comparable to an unaffected reading taken of the same material. 
i. The Customer may request the work be halted prematurely if they no longer wish to be provided with the Service, doing this waives Big Red of any liability for damage (including secondary damage, microbial growth and odours), health issues (including respiratory conditions or illness from mould spore inhalation or contact with bacteria and viruses) or injury (including accidents involving materials that have lost their structural integrity) arising from not completing the Restoration Service. 
j. Immediate mitigation work and commencement of the drying process does not mean that materials will not continue to become damaged from moisture and microbial exposure. Big Red will not be liable for any damage or health issues resulting from the water loss event or microbial growth at any stage of the Restoration Service, although all efforts will be made to minimise and halt this.
k. The Customer will ensure that any Premises where Big Red has installed Restoration equipment, will remain secure throughout the duration of the Service. The Customer may be held liable for replacement or compensation of any property of Big Red due to theft or damage at the Premises. 
l. In the event of a Blackwater loss (sewage, stormwater, or any non potable water classified as Blackwater as per industry standards), it is recommended by Big Red that all affected home and personal contents, be safely removed and disposed of by Big Red Technicians. The Customer understands that Big Red can not be held liable for damage or health issue which may occur from not disposing of the affected items. 
m. If the Customer provides Big Red with permission to conduct mitigation, and dispose of affected contents, the Customer understands that Big Red is not liable for any loss of property or replacement costs in the event that an insurance claim is denied. 
n. Big Red strongly recommends that the Customer, and all people associated with the Customer who may reside or visit the Premises including guests and contractors, depart the Premises immediately upon discovery of the Blackwater loss. Big Red is not liable for any injury or health issue which may arise from any person other than Big Red Technicians entering the affected Premises. 

9. Microbial Remediation

a. Microbial Remediation refers to the treatment of environments and materials affected by Microbial Growth with the aim to kill and/or remove the growth and potentially reduce the instance of regrowth.
b. For the purpose of Remediation Services in the Residential and Office environment, Microbial Growth refers to all forms of microbe presence including bacteria and fungi (fungi is commonly known and referred to as Mould)
c. Big Red may carry out Microbial Remediation Services specifically when entered into an agreement for this Service with the Customer. 
d. Big Red are not liable for Microbial Remediation when performing any general surface cleaning, including carpet cleaning or water damage restoration, unless agreed in advance with Big Red.
e. When undertaking a Microbial Remediation Service, every endeavour will be made to ensure thorough mould removal and prevention, however Big Red can make no guarantee against future mould growth.
f. Big Red are not responsible for repair or removal of the source of moisture ingress which may be causing the Microbial Growth within the environment. Big Red recommends that any root cause be rectified prior to remediation.
g. Big Red is not liable for any loss of material, including personal items and structural materials, due to the presence of Microbial Growth, prior to or after any Remediation Service, carried out by Big Red.
h. The Customer understands that fungi is naturally occurring, and fungi spores surround us in all environments we exist in. Only when they are presented with a habitable environment that allows them to reproduce and form a colony do they become visible on surfaces. 
i. The Customer understands that exposure to high concentration of mould spores can cause health issues, and as such agrees to remove themselves from the Premises where Remediation Service is being provided, for the duration of the Service and until the Technician advises the Premises can be re-entered. If the Customer fails to follow this instruction, the Technical may choose to not proceed with the Service or cease the Service if it is already underway.
j. Big Red is not liable for any health issue which may arise from exposure to any form of microbe, including fungi spores before, during, or after any Remediation Service undertaken by Big Red.

10. Fee for Non-Access to Premises

In the event that the Customer does not present at the Premises for access at the Booking Time, or does not provide unencumbered access at the Premises for Big Red Technicians to provide the Service, the Customer agrees to pay a cancellation fee of $55 within the Port Macquarie area, and $165 for out of the immediate Port Macquarie area, for administrative and travel costs.

11. Payment Terms

a. The Customer agrees to pay the final price as quoted by the attending Big Red Technician after their inspection, in full prior to or at the time of the Service, unless otherwise agreed in advance with Big Red. 

b. If no payment has been made by the time of Service, Big Red will use reasonable endeavours to contact the Customer for payment. In the event that Big Red cannot contact the Customer or payment is not made by the Service Time, the Customer will be deemed to have cancelled the Service, and the Customer must pay any non-access charges due set out in clause 9. 

c. Payments may be made in cash, EFTPOS or via bank deposit or bank transfer. Payments by bank deposit or bank transfer should be made to: 

Account Name: Gows Big red Carpet Cleaning

Account BSB: 012 804

Account Number: 494109849

Transaction Ref: Tax Invoice Number/Job ID#

d. Cheque payments are only accepted when agreed in advance by Big Red. Cheque should be made payable to Gows Big Red Carpet Cleaning 2/19 Uralla Rd Port Macquarie NSW 2444. If a payment is made by cheque then the Customer guarantees that there are sufficient funds in the cheque account to meet the payment of the cheque. If the cheque is not honoured, then the Customer will meet all additional costs incurred by the company. The minimum charge the Customer will incur for each dishonoured cheque will be $30.00. The customer agrees to have their current drivers license recorded by the Technician at the time the cheque is received.

12. Late Payment Fee

a. Where Big Red has agreed to invoice the Customer for payment of fees after the Service has been completed, the Customer agrees to pay in full, all fees due, within 30 days of the invoice date.
b. In instances where Big Red has agreed to invoice the Customer for payment of fees after the Service has been completed, for the purpose of an insurance claim, the Customer agrees to pay in full, all fees due, within 30 days of the invoice date regardless of the outcome of the insurance claim. 

c. The Customer agrees that if Big Red has not received payment in full for the Service within one calendar month of the original invoice date then a late payment fee of $30 applies for the first month. Interest will be charged at the fixed rate of 10% per annum on the outstanding amount from 30 days until full payment is received. Interested will be charged monthly, on the anniversary of the original invoice date.
d. Big Red will endeavour to contact the Customer for payment by all means available, after the initial 30 day period. 
e. Should payment not be made by 60 days from original invoice date despite reasonable attempts to communicate with the Customer, Big Red reserves the right to pass the debt on to a collection agency and refer the Customers personal details to credit reporting agencies if the Customer’s account remains overdue past this point. 
f. In addition to the amounts set out above, the Customer agrees to indemnify Big Red for all legal costs and other expenses incurred by Big Red in connection with a demand, action, or other proceeding (including mediation, out of court settlement or any action taken for recovery of debt from the Customer) arising out of a breach of these terms including the failure by the Customer to pay an amount by the due date.

13. Complaints

a. If the Customer is dissatisfied for any reason with the Service provided, they must inform Big Red within 24 hours of completion of the Service. Big Red strives to achieve 100% customer satisfaction and will endeavour to resolve the problem quickly and efficiently.

b. In the event of a customer complaint, the Customer undertakes to give Big Red the opportunity to rectify all work. Subject to clause 13, Big Red may at its discretion offer the Customer either of the following:
i. a partial or full refund; 

ii. re-supply of the Service without charge; 

iii. such other remedy as deemed appropriate by Big Red. 

14. Exclusions and Limitations

a. The only conditions and warranties which are binding on Big Red in respect to the quality of services supplied by Big Red to the Customer are those imposed and required to be binding by statute (including the Trade Practices Act 1974). 

b. To the extent permitted by statute, the liability, if any, of Big Red is, at Big Red’s option, limited to and completely discharged by the resupply of the Service. Big Red is not responsible for: 

i. Not completing or providing the Service as a result of a breach of the Terms & Conditions by the Customer as set out in clause 3 (including a failure by the Customer to provide utility services, a safe working environment or unencumbered access to the Premises).

ii. Not completing or providing the Service as a result of the Technician not proceeding for health and safety reasons under clause 4.

iii. Any loss or damage incurred to the Customer or any third party, including the inability to provide the Service, as a result of the effects of a force majeure, being any event beyond the reasonable control of Big Red.

iv. Not completing or providing the Service due to an act or omission of the Customer or any other person at the Premises during provision of the Service.

v. Wear, damage or stains that cannot be completely cleaned or removed.

vi. Any wear or discolouring of fabric or surfaces becoming more visible once dirt has been removed.

vii. Any loss incurred as a result of any accidental breakage or damage to goods, items of value (including antiques, items of sentimental value) at the Premises during the Service.

viii. The cost of any key replacement or locksmith fees, unless keys were lost by Big Red or the Technician. 

c. Except as provided in this clause, all conditions and warranties implied by law in respect to the quality of the Service which may apart from this clause be binding on Big Red are excluded. 

d. The Customer acknowledges that the results of any services provided may vary depending on a number of factors (including time elapsed since Premises was last carpet cleaned and nature of carpet and upholstery cleaning required), and that Big Red gives no guarantee as to the actual results of the Service. 

e. Except to the extent provided in this clause, Big Red has no liability (including liability in negligence) to any person for any loss or damage, consequential or otherwise, suffered or incurred by that person in relation to the products or services provided by Big Red (including any loss caused by, or resulting directly or indirectly from, any failure, defect or deficiency or any kind of or in the products used or services provided by Big Red). 

15. Indemnity

The Customer indemnifies Big Red against:

a. All losses or liabilities arising directly or indirectly as a result of the provision of the Service including all losses or liabilities caused as a result of a breach of the conditions of the Customer set out in clause 3; and 

b. All legal costs and other expenses incurred by Big Red in connection with a demand, action, arbitration or other proceeding (including mediation, compromise, out of court settlement or appeal and including any action taken for the recovery of a debt from the Customer). 

16. Accidents, Breakage, Damage & Theft

a. The Customer must inform Big Red of any incident where an accident, breakage, damage to property or theft has occurred due to any act of the Technician within 24 hours of completion of the Service. 

b. To the extent permitted by law, the Customer is not entitled to claim any loss for any incident if the incident is not reported to Big Red within 24 hours of completion of the Service. 

c. To the extent permitted by law, damage or loss to the following items is specifically excluded from the liability of Big Red under these terms and conditions: cash, jewellery, art, antiques, and items of sentimental value. 

17. Termination

a. This Agreement may be terminated by the Customer by providing at least 24 hours notice prior to the Service Time via email, phone call and/or SMS.
b. Big Red may terminate this Agreement with immediate effect if the Customer is in breach of this Agreement, and in the opinion of Big Red, that breach is incapable of remedy. 

18. Changes to this Agreement

a. Big Red reserves the right to update or modify these terms and conditions at any time without prior notice and may do so by publishing an updated agreement on the bigredcpm.com website. Each updated agreement will take immediate effect after it has been published on the website. 

b. The Customer agrees that any use of the Service following any such change, whether as a single job or as part of a regular Service schedule, constitutes their agreement to follow and be bound by the terms and conditions as changed. 

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