Effective Date: 9 October 2026

Background

A. TCL operates a business called ‘The Clean Life’ that provides a range of cleaning and organisation services.

B. TCL has provided the Client with a preliminary consultation with respect to the provision of its services, the details of which are now confirmed by the parties in accordance with the Booking Details provided to the Client (“Services”).

C. The Client wishes to engage TCL to provide the Services and TCL has agreed to accept the engagement, subject to the Booking Details and Terms & Conditions of this Agreement (“Engagement”).

Terms & Conditions

These Terms & Conditions are to be read in conjunction with the Booking Details provided to the Client (including the quote, booking confirmation or service agreement). Any capitalised terms used in these Terms & Conditions have the meaning set out in the Booking Details. In the event of any inconsistency between the Booking Details and these Terms & Conditions, the Booking Details shall take precedence.

1. Engagement

1.1 The Engagement shall commence on the date of the first Service and continue until completion of the Services, unless and until terminated in accordance with these Terms & Conditions (“Term”).

1.2 The Engagement is subject to any Special Conditions set out in the Booking Details.

2. Services

2.1 In consideration of the Fee and subject to the Client fulfilling its obligations set out in Clause 4 below, TCL agrees to provide the Services to the Premises in accordance with the Booking Details and these Terms & Conditions.

2.2 The parties may agree to vary the Booking Details or this Agreement in writing, including by email, SMS, electronic booking confirmation or other electronic communication. A formal signature is not required unless either party requests it.

2.3 The Services are subject to certain product and service conditions (e.g., drying times and product uses).

2.4 Cleaning outcomes are subject to the condition of the Premises, the time allocated, and the accuracy of information provided by the Client. TCL does not guarantee perfection or restoration of surfaces unless expressly quoted and agreed in writing.

2.5 TCL staff take direction from TCL management. Requests made by the Client or their representatives onsite that vary from the agreed scope may incur additional charges and must be approved by TCL management before being actioned.

2.6 TCL provides a time-based service rather than a guarantee that all tasks within a requested scope will be completed within the booked duration. Where insufficient time has been allocated based on the information provided by the Client, priority areas will be completed first, and TCL may recommend additional time. Additional time required beyond the booked Service duration may require the Client’s approval and will be charged accordingly.

2.7 Service times are provided as estimates and scheduling windows only. TCL will use reasonable efforts to attend within the communicated window but cannot guarantee an exact arrival time, as this may be affected by traffic, earlier services, emergencies, or workforce events.

2.8 NDIS / Aged Care Variation. Where Services are provided under NDIS, Home Care Package, or aged care funding arrangements, additional compliance, reporting, screening, and documentation requirements may apply. TCL reserves the right to adjust service delivery processes, staffing, reporting obligations, and administrative procedures as reasonably required to ensure compliance with applicable funding, regulatory, and audit requirements. Service delivery may also be modified or ceased where funding arrangements become unviable, materially change, or no longer align with TCL’s service model. The Client remains personally responsible for the cost of any Services where the relevant funding body (including NDIS) declines, disputes, or otherwise does not pay for the Services for any reason, including where the matter proceeds to VCAT or another tribunal.

3. Additional Services & Scope

3.1 The Client agrees that the Booking Details (including the Fee) are determined on the accuracy of the information provided by the Client.

3.2 Where TCL is required to undertake additional work to complete the Services as a result of inaccurate details provided by the Client, TCL will seek the Client’s approval before undertaking material additional work wherever reasonably practicable, and may charge additional fees calculated on an hourly basis, detailed on the Tax Invoice. Where immediate action is reasonably required for safety, property protection, or to complete an inseparable task, TCL may undertake the minimum necessary work and notify the Client as soon as practicable.

3.3 Services are limited to the agreed scope only. Repeated requests for incidental extras or additions not included in the original Booking Details may trigger a pricing review or formal scope variation.

3.4 A minimum service charge applies to all visits regardless of duration, reflecting travel, setup, administration, and labour costs.

3.5 Recurring Service & Pricing Review. TCL reserves the right to review service duration, scope, and pricing where a Client’s circumstances, property condition, frequency, or requirements materially change from those on which the original Fee was based.

4. Client Obligations

4.1 The Client agrees to:

• (a) Ensure access to the Premises is safe, free, and unencumbered (including ensuring that heavy, obstructing, sentimental, or fragile objects are moved prior to the Service Time);
• (b) Provide TCL with access to all necessary materials, safe equipment, and utilities (including but not limited to keys, alarm codes, swipe cards, hot and cold water, electricity, and rubbish bins) or as otherwise advised by TCL;
• (c) Notify TCL of any changes to keys, alarm codes, or access instructions prior to the Service Time. Costs arising from incorrect or incomplete access information may be charged to the Client;
• (d) Ensure that the Premises is accessible and ready at the agreed Service Time. Delays caused by access issues or client readiness may result in reduced service time or additional charges;
• (e) Ensure that all employees, contractors, or other representatives of TCL are treated with respect and are free from harassment, intimidation, discrimination, or threatening behaviour at all times. Without limiting the foregoing, this includes freedom from inappropriate behaviour, sexual harassment, invasion of privacy, and repeated interference with staff completing their duties;
• (f) Secure all cash, jewellery, art, antiques, collectibles, confidential documents, keys, medications, and other valuables or sentimental items in a locked room, safe, or secure container prior to the Service Time. TCL is not responsible for the unexplained loss of unsecured cash, jewellery, or valuables where TCL cannot reasonably verify that the loss occurred during the Service. Nothing in this clause excludes liability for loss directly caused by TCL’s negligence, wilful misconduct, or unlawful conduct;
• (g) Notify TCL of any washroom consumables (toilet paper, hand soap, bin liners, etc.) to be supplied. Unless expressly included in the agreed scope, consumables are to be provided by the Client.

4.2 The Client warrants that:

• (a) All warranties, representations, and information provided to TCL prior to entering this Agreement and/or as set out in the Booking Details are correct and accurate;
• (b) The Client has accurately disclosed all known hazards, slippery surfaces, risks, dangers, ingrained dirt, grease, grime, pest activity, mould, vermin, or unsafe conditions at the Premises; and
• (c) The Client has informed TCL of any special requirements related to health and safety (including allergies or issues with specific cleaning products or ingredients).

4.3 TCL’s rights to take photographs or videos of the Premises, and its obligations regarding the handling of any images, are set out in Clause 12 (Privacy, Documentation & Intellectual Property).

4.4 TCL or its employees, contractors, or other representatives may suspend or cease Services where TCL reasonably believes that continuing would expose a person or property to a safety risk, unlawful conduct, harassment, material non-compliance with Clause 4, or another serious risk. TCL will notify the Client as soon as reasonably practicable. A suspension under this Clause is not a breach by TCL of this Agreement.

4.5 Threatening, abusive, discriminatory, intoxicated, or aggressive behaviour toward any TCL representative — including inappropriate behaviour, sexual harassment, invasion of privacy, or repeated interference with staff completing duties — may result in the immediate withdrawal of staff and cancellation of Services. Cancellation fees may still apply.

4.6 TCL is responsible for the condition of the Premises at the time of service completion only. Areas accessed or used by the Client or others after the completion of Services are outside TCL’s control and responsibility.

4.7 The Client must ensure pets are secured and do not pose a risk to TCL staff. TCL may suspend Services if animal behaviour is deemed unsafe.

4.8 The Client is responsible for any parking fees, permits, tolls, or access-related costs. For apartments and multi-residential buildings in particular, delays caused by restricted access — including lift wait times, concierge or sign-in requirements, restricted loading zones, or a lack of onsite parking — may result in reduced service time or additional charges.

4.9 The Client must disclose any delicate or specialty surfaces (including but not limited to natural stone, marble, brass, timber, unsealed grout, or specialty coatings). TCL is not liable for damage where such materials were not disclosed prior to the Service.

4.10 TCL is not responsible for moving heavy furniture or appliances unless expressly agreed in writing prior to the Service.

4.11 TCL will take reasonable care of keys, access cards, and alarm information entrusted to it. TCL will notify the Client promptly of any known loss or security incident and will be responsible for reasonable direct replacement or re-keying costs to the extent the incident was caused by TCL’s negligence. The Client otherwise remains responsible for providing accurate and secure access instructions.

5. Hazardous Conditions & Exclusions

5.1 TCL does not handle sharps, bodily fluids, hazardous waste, needles, chemical spills, or biohazardous materials unless specifically agreed in writing prior to the Service.

5.2 Where pest activity, infestations, droppings, or active vermin are present at the Premises, TCL reserves the right to suspend Services until specialist pest treatment has been completed. TCL is not liable for any delays or additional costs arising from such conditions.

5.3 TCL may reschedule or adjust Services where infectious disease risks, known outbreaks, or unsafe exposure conditions exist at the Premises.

5.4 Outdoor areas, windows, entries, and external surfaces may be affected by weather conditions after service completion and are excluded from any service guarantee unless specifically included in the agreed scope.

5.5 Glass, Fragile & Delicate Items

The Client acknowledges that glass, mirrors, crystal, decorative glass, glass shelving, shower screens, glass tables and other fragile or delicate items may have existing defects, hidden damage, age-related deterioration, weakened structural integrity or other conditions that may not be reasonably identifiable before cleaning.

The Clean Life will take reasonable care when cleaning these items. However, due to their nature, age, condition and fragility, accidental damage may occur during normal cleaning. The Clean Life is not responsible for breakage, cracking, chipping, scratching or other damage resulting from pre-existing defects, weakened or deteriorated condition, instability, or other circumstances that could not reasonably be identified before the service.

The Client must advise The Clean Life before the service of any known damage, defects, loose fittings, instability or special care requirements.

Optional Glass Exclusion

At the Client’s request, The Clean Life may exclude glass and other fragile surfaces from the cleaning service. If selected, The Clean Life will not clean the excluded surfaces, including glass, mirrors, glass shelving, shower screens, glass tabletops or other glass surfaces. The Client acknowledges that excluded surfaces will remain uncleaned.

Fragile and Valuable Items

The Client should remove or securely store valuable, sentimental, antique, collectible or particularly fragile items before the service, including:

• Antiques and collectibles
• Artwork and heirlooms
• Decorative or delicate glassware
• Fragile décor
• Items with loose, damaged or unstable components
• Items with existing cracks, chips or other visible defects
• Items requiring specialist cleaning or handling

The Clean Life does not provide specialist restoration, conservation or specialist handling of fragile, antique or valuable items unless specifically agreed in writing before the service.

6. Fee & Payment

6.1 In consideration of the Services provided, the Client agrees to pay TCL the Fee in accordance with the payment terms set out in this Clause 6.

6.2 TCL will provide the Client with a Tax Invoice for the Fee owing under this Agreement upon completion of its Services, detailing the Services provided (“the Tax Invoice”).

6.3 The Client shall pay the Fee to TCL as directed on the Tax Invoice upon receipt.

6.4 Neither party is responsible for delays caused solely by a banking or third-party processing failure outside its reasonable control, provided the affected party takes reasonable steps to correct the issue promptly. The Client remains responsible for payment of the underlying invoice.

6.5 Services outside standard business hours, urgent or same-day requests, weekends, or public holidays may attract higher rates as communicated by TCL at the time of booking.

6.6 TCL may review and adjust pricing annually or where award wages, fuel, supply costs, or scope materially change. Where applicable, written notice of at least 7 days will be provided.

6.7 Overdue invoices may attract a late payment fee of 1% of the invoice amount which will be disclosed to the Client before being charged. TCL reserves the right to suspend future Services where invoices remain unpaid.

6.8 The Client must pay TCL’s reasonable external debt-recovery and legal costs actually incurred in recovering a valid overdue debt, to the extent permitted by law.

7. Breakages, Missing Items & Property Concerns

7.1 To the fullest extent permitted by law, TCL’s liability for any breakage or damage is limited to items directly caused, or contributed to, by TCL’s negligence or failure to exercise due care and skill during the Service. TCL strongly recommends that Clients secure or remove valuables in accordance with Clause 4.1(f) prior to the Service Time.

7.2 TCL is not responsible for pre-existing damage, wear, corrosion, loose fixtures, water ingress, delamination, cracked grout, failing silicone, unstable fittings, or deterioration of aged, improperly maintained, or structurally unsound surfaces and fixtures, whether noticed before or after the Service.

8. Complaint & Disputes Resolution

8.1 The Client should notify TCL of any visible service concern within forty-eight (48) hours of the completion of the relevant Service Time (“Complaint”) so that TCL has a reasonable opportunity to investigate and rectify the concern. This notification period does not limit any rights or remedies available under the Australian Consumer Law, including where a defect or damage was not reasonably discoverable within that period.

8.2 The Client must provide TCL with a reasonable opportunity to inspect and rectify any service concern before engaging third-party contractors or assessors. TCL will not be liable for third-party costs incurred without prior written approval from TCL.

8.3 TCL will act reasonably in working together with the Client to rectify a Complaint, provided that the Client has fulfilled its obligations and warranties under this Agreement.

8.4 Nothing in this Agreement excludes rights the Client may have under Australian Consumer Law. Where applicable, TCL’s liability is limited to re-supply of the Services, rectification of the Services, or direct proven loss caused by TCL’s negligence, at TCL’s election to the extent permitted by law.

8.5 Where a dispute cannot be resolved directly between the parties, both parties agree to first attempt to resolve the matter directly and in good faith, including via mediation, before pursuing formal legal proceedings or publishing allegations that may be misleading or inaccurate. Nothing in this Clause restricts the Client’s right to leave an honest review.

9. Cancellations / Changes

9.1 The Client may cancel or reschedule a Service by contacting TCL at least 48 hours prior to the Service Time. Where a request is made less than 48 hours before the scheduled Service Time, TCL may charge a late cancellation fee equal to the applicable minimum booking charge, being 1.5 hours for two team members inclusive of GST. The fee reflects TCL’s reasonable anticipated costs and loss associated with reserved labour, scheduling, and administration. TCL may waive or reduce the fee where it is reasonably able to reallocate the team or where exceptional circumstances apply.

9.2 If TCL is unable to access the Premises at the scheduled Service Time due to client-controlled issues (including but not limited to locked premises, unavailable keys, disabled alarms not re-enabled, or no authorised person onsite), a call-out fee and/or minimum labour charge may apply.

10. No Engagement of TCL Employees

10.1 The Client must not, without prior written permission from TCL, directly or indirectly engage, employ, or contract with any cleaner, employee, contractor, or other representative of TCL for the Term or for any period during which TCL provides Services to the Client, and for a period of twelve (12) months after the conclusion of the Services.

10.2 The Client agrees that a breach of this Clause may cause significant loss and damage to TCL. Where this Clause is breached, the Client agrees that TCL may recover reasonable recruitment, replacement, or placement costs as a genuine estimate of loss.

11. Breach & Termination

11.1 The Client may terminate ongoing Services by giving TCL written notice. If termination affects a Service scheduled within the following 48 hours, the cancellation provisions in Clause 9 apply to that scheduled Service.

11.2 The Client commits an “Event of Default” if it:

• (a) Fails to pay the Fees in accordance with Clause 6;
• (b) Contravenes any obligations or warranties pursuant to the terms of this Agreement;
• (c) Fails, after reasonable attempts by TCL to make contact, to provide information or instructions materially required for TCL to continue the Services;
• (d) Engages in fraud, dishonesty, unlawful conduct, deliberate interference with the Services, or serious misconduct affecting TCL or its personnel;
• (e) Becomes bankrupt or suffers an insolvency event; or
• (f) Fails to act in a professional and respectful manner toward TCL’s team.

11.3 TCL may terminate this Agreement with immediate effect if the Client commits an Event of Default. Any termination by TCL pursuant to this Clause shall not prejudice any other rights or remedies TCL may have in respect of any Event of Default or breach of this Agreement.

11.4 In the event of termination under Clause 11.3, the Client remains liable for fees incurred up to termination, any applicable cancellation fees, and any reasonable costs arising from the breach.

12. Privacy, Documentation & Intellectual Property

12.1 TCL may take photographs or videos where reasonably necessary for quoting, recording pre-existing condition, quality assurance, safety, access verification, staff training, incident investigation, or dispute resolution. TCL will take reasonable steps to avoid capturing identifiable individuals, private documents, financial information, medication details, or other sensitive information unless reasonably necessary and, where required, consented to. Images will be stored securely, accessed only by authorised persons, and retained only for as long as reasonably necessary. Images will not be used for marketing or published without the Client’s separate prior consent, and the Client is not entitled to remuneration for any such use unless otherwise agreed in writing.

12.2 TCL retains all intellectual property rights in its training materials, service systems, checklists, forms, procedures, written content, templates, and proprietary methods. Nothing in this Agreement transfers ownership of those materials to the Client.

12.3 Personal information. TCL collects and handles the Client’s personal information (including contact details, access instructions, service records, feedback and complaints) to provide and manage the Services, in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and TCL’s Privacy Policy. TCL uses trusted third-party service providers to store and process this information, some of which are located outside Australia (including Singapore and the United States). TCL may use artificial intelligence tools to assist its team in drafting and reviewing communications and records; any decisions are made by TCL personnel. The Client may request access to, or correction of, their personal information at any time by contacting TCL.

13. Responsibility for Loss

13.1 The Client is responsible for any reasonable loss or costs directly caused by their breach of this Agreement, negligent or unlawful conduct, or failure to disclose a known safety risk. The Client is not responsible for any loss caused or contributed to by TCL.

14. Liability & Warranties

14.1 The Client agrees that the Services are provided in conditions that may be outside TCL’s control. Cleaning outcomes are subject to the condition of the Premises, the time allocated, and the information provided by the Client.

14.2 Nothing in this Agreement excludes, restricts, or modifies any rights the Client may have under the Australian Consumer Law. To the extent permitted by law, TCL’s liability is limited to re-supply of the Services, rectification of the Services, or direct proven loss caused by TCL’s negligence, at TCL’s election.

14.3 Subject to the Australian Consumer Law, and except to the extent caused by TCL’s negligence, wilful misconduct, or breach of this Agreement, TCL is not liable for indirect or consequential loss, loss of profit, loss of opportunity, or loss arising from matters outside TCL’s reasonable control.

15. Supplies & Equipment

15.1 TCL supplies all cleaning products and equipment required to perform the Services. In limited circumstances, where TCL temporarily uses equipment supplied by the Client at the Client’s request or due to unforeseen equipment failure, TCL is not responsible for any loss or damage arising from defects, faults, poor maintenance, incorrect operating instructions, or unsafe conditions associated with the Client’s equipment, except to the extent caused by TCL’s negligence or failure to exercise due care and skill. TCL is also not responsible for delays or incomplete Services caused by malfunctioning or inadequate Client-supplied equipment.

16. Force Majeure & Workforce

16.1 Neither party will be held responsible or accept liability for any loss incurred by the other due to strikes, lockouts, industrial disputes, acts of God, war, riots, civil disturbances, fire, flood, explosion, failure of power supply, epidemic, pandemic, public health direction or communicable disease event, any order or direction of any local, state, or federal government or instrumentality, or any other matter outside the reasonable control of the parties (“Force Majeure”), which may result in a failure or delay to perform an obligation under this Agreement.

16.2 In the event that the Services (or any part thereof) are delayed or require rescheduling as a result of a Force Majeure event, the parties shall mutually agree to reschedule or amend the Services in order to give effect to this Agreement.

16.3 Either party shall have the right to terminate this Agreement if a Force Majeure event renders the Services impossible or infeasible for reasons beyond the control of either party.

16.4 TCL may adjust service times or staffing levels due to workforce shortages, emergencies, or events beyond its reasonable control while acting reasonably and notifying the Client as soon as practicable.

17. General

17.1 Each person signing this Agreement warrants to the other that they have the right and authority to enter into this Agreement.

17.2 This Agreement may be varied by written agreement between authorised representatives of both parties, including by email, electronic booking confirmation, or other electronic communication. A formal signature is not required unless either party requests it.

17.3 A waiver by one party of another party’s default under this Agreement will not constitute a release of the defaulting party’s obligation to observe and perform all of its obligations under this Agreement in the future.

17.4 This Agreement embodies the entire agreement and understanding between the parties.

17.5 The Client must not transfer or assign its rights or obligations under this Agreement to a third party without first obtaining TCL’s prior written consent.

17.6 This Agreement may be executed in two or more counterparts, each of which will be deemed an original, but all of which will constitute one and the same document.

17.7 This Agreement is to be governed by and construed in accordance with the laws of the State of Victoria, Australia. Each party irrevocably submits to the non-exclusive jurisdiction of the courts of that State with respect to any proceedings which may be brought at any time relating to this Agreement.

By proceeding with a booking or signing this Agreement, the Client acknowledges that they have read, understood, and agreed to these Terms & Conditions in full.