These Terms & Conditions govern the provision of cleaning, property maintenance and related services by Pryme Solution (“we”, “us”, “our”) to our customers (“you”, “your”).
By requesting, booking or accepting our services, you agree to these Terms & Conditions.
1. Our Services
Pryme Solution provides commercial cleaning, regular cleaning, one-off and deep cleaning, property maintenance, consumable supply and related facility services.
The specific services, frequency, scope of work, inclusions and exclusions will be agreed with you before work commences and may be set out in a quotation, proposal, service agreement or other written confirmation.
We will make reasonable efforts to deliver services in accordance with the agreed scope and schedule.
2. Quotes and Pricing
Quotes are based on the information available to us at the time of preparation, including the size, condition, accessibility and requirements of the property.
Unless otherwise stated:
- Quotes are valid for the period specified in the quotation.
- Additional work outside the agreed scope may incur additional charges.
- If the condition of a property is materially different from what was described or reasonably observable when the quote was prepared, we may revise the price after discussing the additional requirements with you.
- All prices are in Australian dollars and include GST where applicable.
- Any applicable taxes, fees or charges will be identified on the invoice or quotation.
3. Booking and Scheduling
For recurring services, we will agree on a regular service schedule with you.
We will make reasonable efforts to attend at the agreed times; however, service times may occasionally change due to circumstances outside our reasonable control, including staff availability, traffic, weather, emergencies or other operational issues.
For one-off services, the booking is confirmed once the required details have been agreed and, where applicable, a deposit or payment has been received.
4. Access to the Property
You are responsible for providing safe and reasonable access to the property at the agreed service time.
This may include providing:
- Keys, access cards, codes or other access information;
- Access to required areas;
- Access to water, electricity and other facilities reasonably required to perform the agreed services; and
- Appropriate information about security procedures, hazards or restricted areas.
If our team cannot access the property at the scheduled time due to circumstances within your control, a cancellation, lockout or call-out fee may apply.
5. Customer Responsibilities
You must provide accurate information about the property and advise us of any known hazards, hazardous materials, fragile items, security requirements or other circumstances that may affect the safe performance of our services.
You must ensure that the premises are reasonably accessible and safe for our staff and contractors.
We may refuse or suspend work where we reasonably believe the working environment presents an unacceptable health or safety risk.
6. Additional Services
Work outside the agreed scope may be performed only with your approval where reasonably practicable.
Additional services may include, for example:
- Extra cleaning caused by excessive dirt, grease, waste or contamination;
- High-level or specialised cleaning;
- Removal of construction debris;
- Carpet, upholstery or specialised floor treatments;
- Additional maintenance work;
- Emergency or after-hours services; or
- Additional consumable supplies.
Additional charges will be communicated before the additional work is undertaken where reasonably practicable.
7. Cancellation and Rescheduling
We understand that plans can change. Customers should provide as much notice as reasonably possible if they need to cancel or reschedule a service.
Cancellation or rescheduling fees may apply where insufficient notice is provided, particularly where staff, equipment or other resources have already been allocated.
Any cancellation terms applicable to a particular service or contract will take precedence where they have been specifically agreed in writing.
8. Payment
Invoices must be paid by the due date stated on the invoice.
For recurring commercial services, payment arrangements may be agreed separately in a service agreement.
If an invoice remains unpaid after the due date, we may:
- Contact you regarding the outstanding amount;
- Suspend future services;
- Require payment before further services are provided; and/or
- Recover reasonable costs associated with recovering overdue amounts, where permitted by law.
9. Consumables and Materials
Where Pryme Solution supplies workplace consumables or cleaning materials, the products and quantities supplied will be based on the agreed service or order.
Additional or unexpected consumption may result in additional charges where agreed or reasonably required.
10. Damage and Existing Conditions
We take reasonable care when providing our services.
You should notify us of fragile, valuable or particularly sensitive items before work begins.
We are not responsible for damage resulting from pre-existing defects, poor-quality materials, faulty fixtures, normal wear and tear, concealed defects or conditions that could not reasonably have been identified before or during the service.
Where you believe our services have caused damage, please notify us as soon as reasonably practicable so that we can investigate the matter.
11. Complaints and Service Issues
We want our customers to be satisfied with our services.
If you are unhappy with any aspect of our service, please contact us as soon as reasonably practicable and provide details of the issue.
Where appropriate, we may arrange to inspect the relevant area and, where the issue is reasonably attributable to our services, take reasonable steps to rectify it.
Nothing in these Terms & Conditions limits any rights you may have under applicable Australian consumer protection laws.
12. Liability
To the maximum extent permitted by law, Pryme Solution will not be liable for indirect, incidental or consequential loss arising from the provision of our services.
Nothing in these Terms & Conditions excludes, restricts or modifies any right, remedy, guarantee or warranty that cannot lawfully be excluded, restricted or modified under Australian law.
Where the Australian Consumer Law applies, your statutory rights are not affected by these Terms & Conditions.
13. Insurance
Pryme Solution maintains appropriate business insurance for its operations as determined by the business and applicable requirements.
Details of relevant insurance may be provided upon reasonable request where appropriate.
14. Subcontractors and Personnel
We may use appropriately qualified employees, contractors or subcontractors to assist in delivering our services.
We remain responsible for managing the services we have agreed to provide.
15. Photos and Property Information
Where reasonably required for quoting, quality control, reporting or documenting service conditions, we may take photographs of relevant areas of a property.
We will not intentionally photograph people or personal information unless reasonably necessary and permitted.
We will handle personal information in accordance with our Privacy Policy.
16. Events Outside Our Control
We will not be responsible for delays or failure to perform services caused by circumstances beyond our reasonable control, including severe weather, natural disasters, emergencies, industrial action, access restrictions, utility failures, government restrictions or other unforeseen events.
We will make reasonable efforts to notify you and reschedule affected services where possible.
17. Changes to These Terms
We may update these Terms & Conditions from time to time.
The Terms & Conditions applicable to a particular service will generally be those in effect when the service was agreed, unless otherwise permitted by an ongoing service agreement.
18. Governing Law
These Terms & Conditions are governed by the laws of New South Wales, Australia.
Any dispute will be subject to the applicable courts and tribunals of New South Wales, subject to any applicable Australian law.