Terms and Conditions
Who We Are:
Prime Facility Services (ABN 35 602 627 616) operates primefacilityservices.com.au and provides residential and commercial cleaning services in Sydney.
Contact: info@primefacilityservices.com.au | 0425 208 412
Using Our Website
General information only: Website content is for general information and may change without notice.
Intellectual property: All text, graphics, logos, and photos are our property or used under licence. You may not copy or reuse them without permission.
User submissions: If you submit reviews, comments, or photos, you grant us a non-exclusive, royalty-free licence to use, reproduce, and display them on our website and social media with your consent where required. You can ask us to remove content by contacting info@primefacilityservices.com.au.
Quotes and Bookings
Quotes: Quotes are based on the information you provide and our scope assumptions. If onsite conditions differ materially (e.g., additional rooms, heavy staining, access constraints), the price and time may change by agreement before work proceeds.
Availability: Bookings are subject to staff scheduling and access (parking, keys, building rules). Weather or safety issues may require rescheduling.
Access requirements: You must provide safe, reasonable access to the premises at the agreed time and disclose hazards (e.g., broken fittings, biohazards). If access is not available at arrival, a call-out or late cancellation fee may apply as set out below.
Pricing and Payment
Prices: All prices are in AUD. GST is not applicable at this time (we are not currently GST-registered). If GST status changes, prices will be updated accordingly.
Payment terms: Payment is due on completion unless otherwise agreed in writing. Accepted methods include card and EFT/cash (if applicable). Card payments may attract a surcharge passed through at the card scheme/provider rate, disclosed at payment time.
Late payment: If an invoice is not paid by the due date, a reasonable late fee or interest may apply, and recovery costs incurred may be passed on where permitted by law. Any amounts charged will be proportionate to our costs and not excessive.
Deposits for Larger Jobs
Deposit requirement: For jobs estimated over $500 or requiring significant time or materials, a deposit of 20% is payable to secure the booking.
Refunds: If we cancel or reschedule and you do not accept a new time, your deposit for unperformed services will be refunded. If you cancel within the 48-hour notice period, your deposit is refundable; if you cancel inside 48 hours or do not provide access, a reasonable portion of the deposit may be retained to cover genuine scheduling and travel costs. Any retention will be proportionate and not excessive.
Cancellations, Rescheduling and No-Shows
Your changes: Please give at least 48 hours’ notice to cancel or reschedule. If less notice is given or access is not available on arrival, a reasonable cancellation/no-show fee may apply to cover genuine costs (such as travel, scheduling, and preparation). No fee applies where cancellation is due to events outside your reasonable control. Consumer guarantee rights under the ACL apply in addition to this policy.
Our changes: If we must reschedule due to illness, safety, weather, or factors beyond our control, we will offer the next available time. If a new time is not suitable, you may cancel without charge and any deposit for unperformed services will be refunded.
Unavoidable events: No cancellation fee applies where failure to proceed is due to events outside your reasonable control (for example, emergencies or sudden building issues).
Parking, Tolls and Arrival Windows
Parking/tolls: Where safe nearby parking is unavailable, reasonable paid parking or tolls needed solely to access the site may be added to the invoice if agreed with you in advance or stated in the quote confirmation.
Arrival window: A two-hour arrival window may be provided to allow for traffic and prior job variability. You will be updated if running late.
What We Need From You
Preparation: Please tidy personal items and secure valuables and fragile items. Let us know about delicate surfaces or special instructions.
Pets and children: Keep pets secured and children away from work areas for safety.
Utilities: Power and water must be available where required.
Service Standards and Your Rights
Our standards: Services will be carried out with due care and skill, fit for the stated purpose, and within a reasonable time if no timeframe is agreed.
Your ACL rights: The Australian Consumer Law provides non-excludable guarantees for services. If a problem is major, you may be entitled to a refund or to cancel and receive a refund for unperformed services; if minor, we will remedy within a reasonable time. These rights apply in addition to any warranties provided by us.
Satisfaction Guarantee
Prime Facility Services guarantees satisfaction with all cleaning services. If you’re not completely satisfied with any work we’ve performed, we’ll re-do it at no additional charge. Simply notify us within 7 days of service completion, and we’ll schedule a follow-up visit to address your concerns.
What’s covered: All cleaning services within your agreed scope of work
What’s not covered:
- Pre-existing damage or stains
- Services outside the agreed scope of work
- Damage or wear that occurs after cleaning is completed
- Requests for changes more than 7 days after completion
- Damage from external factors (weather, third parties, subsequent use)
- Normal wear and tear from regular use
- Damage from products or treatments not performed by Prime
To claim: Contact us within 7 days with specific details about unsatisfactory work
We stand behind our work. Your satisfaction is our priority.
Changes on the Day and Exclusions
Reasonable variations: If unexpected conditions are found (e.g., mould, pest infestation, hazardous waste), we may pause work and discuss revised pricing or safety measures before proceeding.
Limits: We are not responsible for pre-existing damage, fair wear and tear, or issues caused by defective materials or unsafe conditions. We may decline work that is unsafe or unlawful.
Photos, Testimonials and Marketing
Work photos: With your express consent, we may take before/after photos of areas we work on for quality assurance and marketing. We avoid capturing people, documents, licence plates, or unique identifiers.
Testimonials: With your permission, we may publish testimonials or star ratings you provide. You can choose how your name is displayed (e.g., first name and suburb) or remain anonymous. If you do not want photos or testimonials shown—or want them removed—contact info@primefacilityservices.com.au and we will action your request within a reasonable period.
Direct marketing: We may send service updates or occasional marketing by email or SMS relevant to our services. You can opt out at any time via the email unsubscribe link, replying STOP to SMS, or contacting us.
Liability
Our liability: To the extent permitted by law, our liability for failure to comply with a consumer guarantee is limited to supplying the services again or paying the cost of having the services supplied again, unless the failure is major where broader remedies apply under the ACL. Nothing in these Terms limits your ACL rights.
Complaints and Feedback
How to raise an issue: If you have a concern, please contact info@primefacilityservices.com.au promptly with details and photos if relevant. We will investigate and work with you on a fair resolution in a reasonable time.
Privacy
Handling of information: Personal information is handled under our Privacy Policy available on our website. It explains what we collect, why we collect it, how we use it to provide quotes and services, and your choices and rights.
Governing Law
Jurisdiction: These Terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have non-exclusive jurisdiction.