Effective September 2026. These terms govern the No-Chase Guarantee and 30-Day Fit Guarantee referenced in all accepted commercial proposals.
1. The No-Chase Guarantee • Procedure & Credit Mechanism
(a) Reporting Window: To invoke the No-Chase Guarantee, the client must notify Sydney Office Care via the nominated Care Notes communication channel (SMS, WhatsApp, or email to hello@sydneyofficecare.com.au) within one business day (24 hours) following completion of the scheduled service. The notification must identify the specific task and location. A photograph is encouraged to facilitate prompt cleaner briefing but is not legally mandatory.
(b) Correction Window: Upon receiving notification, Sydney Office Care will confirm task eligibility against the agreed scope schedule and arrange a cleaner to rectify the item within one business day (between 8:30am and 5:30pm AEST, Monday through Friday, excluding public holidays).
(c) Complimentary Clean Credit:If Sydney Office Care fails to correct the agreed missed task within the one-business-day correction window, the client will receive a 100% credit for the next scheduled recurring clean. This credit is applied directly against the client's next monthly invoice and cannot be redeemed for cash or transferred to unrelated services.
2. Service Reliability & Cover
(a) Cover When Needed:If someone can't make it due to illness or leave, Sydney Office Care arranges cover so your scheduled cleaning stays on schedule.
(b) Missed Visit Remedy: If Sydney Office Care fails to attend a confirmed scheduled clean for a reason within its operational control, no service fee will be charged for that visit, and a priority catch-up service will be arranged at no additional charge.
3. The 30-Day Fit Guarantee • Annual Care
(a) Trial Window: The 30-Day Fit Guarantee applies exclusively to clients on an Annual Care Plan agreement, commencing on Clean #1 and concluding at 5:00pm on the 30th calendar day.
(b) Notice & Cure Period: If the client reasonably determines that the delivered service does not meet the agreed proposal standard, the client must provide written notice detailing the specific deficiencies and grant Sydney Office Care 7 business days to adjust cleaner allocation, chemicals, or task execution.
(c) Penalty-Free Termination: If the agreed standard remains unsatisfied following the 7-day cure window, the client may terminate the annual agreement without paying early-cancellation charges, minimum-term penalties, or liquidated damages. The client remains responsible solely for services delivered up to the termination date.
4. Operational Scope & Rotational Inclusions
(a) Core vs Rotation Tasks: Core hygiene tasks (rubbish disposal, vacuuming/mopping accessible floors, sanitising washrooms, and wiping kitchen surfaces) occur every visit. Slower-building rotation items (such as skirting boards, internal glass partitions, high dusting, and cupboard fronts) follow the agreed rotational schedule and are guaranteed only when due under that cycle.
(b) Exclusions: Guarantees do not cover new spills or mess created after cleaners completed the clean, unagreed scope, customer or building access restrictions, keycard lockouts, power or water outages, or disruptions caused by natural disasters or building emergencies.
5. Australian Consumer Law & Governing Law
These contractual guarantees are provided in addition to, and do not exclude, limit, or modify, any consumer rights, warranties, or remedies available under the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)). These terms are governed by the laws of New South Wales, Australia.