Booking Confirmations

To ensure appointments proceed as scheduled, all bookings must be confirmed.

Cleaning and Property Maintenance bookings require confirmation by replying to either:

• the confirmation email sent approximately 48 hours prior; or

• the SMS reminder sent approximately 24 hours prior.

Failure to confirm your booking may result in your appointment being cancelled or rescheduled due to scheduling requirements.

Home & Community Support participants may have ongoing recurring bookings and may not require confirmation unless specifically requested.
 

Cancellations

Cleaning & Property Maintenance

Cancellations made with less than 48 hours' notice will incur a cancellation fee equal to 100% of the scheduled service.

The same fee applies where our worker arrives and:

• cannot gain access

• is turned away

• the property is unsafe

• aggressive behaviour is present

• environmental hazards prevent the service from being completed.

Cancellation fees must be paid before any further bookings can proceed.

Repeated short-notice cancellations may result in the loss of your regular booking.

Home & Community Support

We understand circumstances can change. However, because support workers are rostered specifically for each participant:

• More than 96 hours' notice: No charge.

• Between 96 and 48 hours' notice: $100 cancellation fee.

• Less than 48 hours' notice: 100% of the scheduled support (including applicable travel) will be charged.

If our worker arrives and:

• no one is home

• access has not been arranged

• the participant refuses the service

• the environment is unsafe

• staff safety is compromised

the full scheduled support including travel will be charged.

Repeated cancellations or no-shows may result in the loss of your regular support worker or ongoing service schedule.
 

Provider Cancellations

If Feeling Fresh needs to cancel due to illness, emergencies or operational reasons, we will notify you as soon as possible and make every reasonable effort to provide:

• a replacement worker; or

• a suitable alternative appointment.

No cancellation fees apply where Feeling Fresh cancels a service.
 

Public Holidays
Cleaning & Property Maintenance

Services do not usually operate on Victorian Public Holidays unless arranged in advance.

Public Holiday rates apply.

Home & Community Support

Support services continue on Public Holidays unless cancelled in accordance with our cancellation policy.

NDIS Public Holiday pricing applies in accordance with the current NDIS Pricing Arrangements and Price Limits.

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Payments

Unless otherwise agreed:

• Payment is due within 3 days of the invoice date.

• Invoices are sent electronically.

• Outstanding accounts may incur a 5% late fee per month.

• Clients are responsible for all reasonable debt recovery, collection and legal costs associated with recovering overdue accounts.

• Feeling Fresh reserves the right to suspend future services until overdue accounts are paid.
   

Quotes

Quotes are based on the information provided at the time.

If the condition, size or scope of work differs significantly upon arrival, Feeling Fresh reserves the right to:

• revise the quotation

• charge additional time

• decline the work if outside the agreed scope.

Additional work requested during the service may incur additional charges.
 

Access to Your Property

Clients are responsible for providing safe access to the property.

Where required, clients should provide:

• lockbox details

• gate codes

• alarm instructions

• parking information

• any special access instructions.

Additional waiting time caused by delayed access may be charged.
 

Safe Working Environment

Feeling Fresh is committed to providing a safe workplace for all staff.

We reserve the right to suspend or refuse services where workers experience:

• abusive or aggressive behaviour

• discrimination or harassment

• unsafe pets

• dangerous environmental conditions

• illegal activity

• biohazards

• excessive hoarding where risks have not been disclosed.

Charges may still apply where staff are unable to safely complete the service.

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Client Satisfaction

If you're unhappy with any aspect of your service:

Please contact us within 24 hours.

Where possible, include photographs to help us assess the concern.

We will investigate promptly and work with you to achieve a fair outcome.

Refunds are not automatically provided. Where appropriate, we may instead offer a return visit or other reasonable remedy.
 

Marketing & Client Privacy

To assist with quality assurance, training and insurance purposes, our team may take before, during and after photographs of completed work.

Reasonable care is taken to avoid capturing personal or identifying information.

Images will never be used for marketing without permission where a client or identifiable personal information is visible.
 

Pets

We love meeting your pets.

For everyone's safety:

• Dogs must be secured during the service.

• Cats may remain indoors; however, we cannot guarantee they will not exit while doors are open.

• Excessive indoor pet mess or waste may attract additional cleaning charges.

• Excessive outdoor pet waste must be removed before Exterior Maintenance services commence. Additional charges apply where our team is required to remove pet waste.
   

Children

For safety reasons, children should be supervised while services are being completed.

Cleaning chemicals, gardening equipment and wet surfaces may present hazards.
 

Keys & Security

To reduce the risk of lost keys:

• Please do not provide personal keys directly to workers.

• We recommend using a secure lockbox or agreed collection point.

• Feeling Fresh accepts no responsibility for keys left in unsecured locations.
   

Utilities

Cleaning services require access to:

• electricity

• running water.

Where these are unavailable, the scope of work may be limited and full service charges may still apply.
 

Green Waste & Rubbish Removal

Green waste disposal is not included unless specifically quoted.

Removal of rubbish, green waste or disposal fees may incur additional charges.
 

Weather Conditions

Exterior Maintenance services may be postponed where weather conditions make work unsafe, including:

• heavy rain

• high winds

• extreme heat

• storms.

Affected bookings will be rescheduled as soon as practical.
 

Service Times

Appointment times are estimates.

Traffic, weather, emergencies and previous jobs may occasionally impact arrival times.

We appreciate your understanding if delays occur.
 

Right to Refuse Service

Feeling Fresh reserves the right to refuse, suspend or discontinue services where:

• staff safety is at risk

• abusive, threatening or discriminatory behaviour occurs

• illegal activities are occurring at the property

• hoarding or biohazards have not been disclosed

• pets cannot be safely managed

• payment obligations are repeatedly not met

• the requested work falls outside our insurance or qualifications.
   

Workplace Health & Safety

Our workers have the right to refuse unsafe work in accordance with Australian Workplace Health & Safety legislation.

This includes situations involving:

• unsafe structures

• hazardous chemicals

• mould beyond normal domestic levels

• asbestos concerns

• exposed electrical hazards

• aggressive occupants or animals

• unsafe weather conditions

• excessive manual handling risks.
   

Client Responsibilities

Clients agree to:

• provide safe access to the property

• disclose any hazards before the service

• ensure utilities are available where required

• secure pets where requested

• provide accurate booking information

• notify us of any health or safety concerns that may affect staff.
   

Quality Guarantee

Our goal is to provide exceptional service every visit.

If you believe we have not met our usual standard, please notify us within 24 hours.

Where appropriate, Feeling Fresh may:

• return to rectify the issue

• provide an alternative solution

• offer another reasonable remedy.

Refunds are assessed on a case-by-case basis.
 

Damage & Breakages

While every reasonable care is taken, accidents can occasionally occur.

Any alleged damage must be reported within 24 hours of the service.

Feeling Fresh will investigate each matter fairly.

We are not responsible for damage caused by:

• normal wear and tear

• faulty fixtures or fittings

• unstable furniture

• improperly installed items

• deterioration of materials

• pre-existing damage.
   

High Value Items

Clients are encouraged to secure jewellery, cash, important documents and other valuables before our workers arrive.

Feeling Fresh accepts no responsibility for unsecured valuables left accessible during services.
 

Gift Vouchers

Gift vouchers:

• are available from $70

• are valid for 24 months from purchase

• are non-refundable

• cannot be redeemed for cash.
   

Changes to These Terms

Feeling Fresh may update these Terms & Conditions from time to time.

The latest version published on our website will apply to all future bookings.