Terms & Conditions

Late Cancellations

Cancellations with less than 48 hours’ notice will incur a fee of 100% of the booked service cost.
More than three short-notice cancellations may result in the loss of your ongoing booking.

If a worker arrives and:

Cannot access the property,
Is turned away,
Deems the environment hazardous, or
Feels unsafe - a100% cancellation fee will still apply.

All cancellation fees must be paid in full prior to your next booking in order to continue receiving services.

If your allocated worker is unavailable, we will endeavor to provide a replacement. If no one is available, we will reschedule your appointment within the same week wherever possible.

Late Cancellations - Home & Community Support

Cancellations must be made at least 96 hours in advance to avoid fees.
Cancellations made between 96–48 hours prior to the booking will incur a $100 cancellation fee.
Cancellations with less than 48 hours’ notice will incur a fee of 100% of the booked service.
If a Support Worker arrives and the participant is:
- Not present without notice or access instructions,
- The environment is deemed unsafe,
  the full scheduled session including travel will be charged at 100%.
If Feeling Fresh needs to cancel due to operational reasons, we will reschedule at no penalty to either party.
Three or more consecutive no-shows or cancellations may result in the loss of your regular Support Worker. We will reach out to you and your support network to ensure services are still appropriate.

Public Holidays

Cleaning and Exterior Maintenance services do not operate on public holidays unless specifically arranged in advance.
If you require a booking on a public holiday, this must be organised with our Scheduling Team prior to the date. Public holiday rates will apply.
Home & Community Support shifts will proceed as usual on public holidays, and public holiday rates apply in line with the current NDIS price guide.
If you do not wish to keep your support booking on a public holiday, please ensure sufficient notice is provided to avoid a late cancellation fee.

Payments

Payment is due within 3 days of service.
Invoices will be sent to your nominated email.
Late payments will incur a 5% fee.
Continued non-payment will result in further recovery actions.

Client Satisfaction

We are committed to delivering high-quality service and customer satisfaction.
If you are not 100% satisfied:

Please contact us within 24 hours of your completed job, via Facebook or phone.
Photos of the issue are acceptable for assessment.
We will resolve the issue as quickly as possible.

Client Privacy

Our team may take before and after or progress photos during service.
Identifying items will be excluded where possible, if not, we would seek your approval before using those for publication.
If you do not wish for this to occur, please let us know.

Pets

We love your pets!
However, for everyone's safety:

Dogs must be secured during service.
Cats may remain inside, but please note we use chemicals and cannot guarantee they won’t slip out if doors are open.
One-off clean-ups of indoor pet accidents are fine, but recurring messes may incur a $20 pet fee on future services.
Excessive outdoor pet waste must be cleared prior to your scheduled service. If our Exterior Maintenance team is required to dispose of excessive pet waste, an additional fee will apply.
Please try to give us prior warning if this is the case.

Children

Please supervise young children whilst our cleaning & exterior maintenance workers are on site.
Our team uses chemicals and equipment that may pose hazards.
Wet floors are a slip risk - please keep children away from these areas during and after cleaning.

Keys

To prevent lost keys and ensure smooth transitions between workers:

Please do not give individual keys to workers.
Instead, use a key lockbox or leave keys in a pre-arranged secure location.

Property Utilities - Cleaning Sector

Power and running water must be available at the property during cleaning services.
Please inform us in advance of any planned outages.
In the event of an unplanned outage, we will continue the job where safe and practical but may be limited in what can be completed.

Green Waste & Rubbish Removal - Exterior Maintenance Sector

Please advise where green waste should be placed.
Rubbish and green waste removal can be arranged on request and will incur waste removal fees.
Ensuring there is bin space available can help avoid extra charges.

Gift Vouchers

Looking for a unique gift idea?

Our gift vouchers are available for any amount over $70 and are valid for 24 months from the date of purchase.