Avila Financial Solutions Pty Ltd (trading as Sunbright Cleaning) ABN: 48 610 839 686 (the "Service Provider")
Use of our services constitutes your acceptance of these terms and conditions.

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DEFINITIONS AND INTERPRETATION
•    "Customer" refers to any individual or entity that requests or uses the services of the Service Provider.
•    "Service Provider" refers to Avila Financial Solutions Pty Ltd trading as Sunbright Cleaning.
•    "Premises" means the location at which the cleaning service is to be carried out.
•    "Service Time" means the date and time agreed for the Service Provider to attend the Premises.
•    "Cleaner" means any staff member or subcontractor engaged by the Service Provider to carry out the services.
•    "Bond Cleaning Guarantee" means the standard required to meet real estate or end-of-lease inspection requirements, where applicable.
•    "Force Majeure" refers to any event or circumstance beyond the reasonable control of the Service Provider that prevents or delays performance of services.
 
1. GENERAL
1.1 The Service Provider will not tolerate inappropriate behaviour towards any staff, representative or Cleaner, that harasses, intimidates, threatens or uses fear (either verbally, written or physical) by the Customer. This includes explicit language, racism and defamatory remarks. The Service Provider reserves the right to terminate any Services immediately without refund.

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2. SERVICES PROVIDED
2.1 The Customer agrees to engage the Service Provider to provide cleaning services as described in the approved quote or proposal. 
2.2 The Service Provider will assign one or more Cleaners to attend the Premises at the agreed Service Time.

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3. QUOTATIONS AND PRICING ADJUSTMENTS
3.1 Quotes are estimates based on standard property sizes and Customer-supplied information. Final pricing may change after property inspection. 
3.2 Adjustments to the quote may apply if:
•    The property differs from the original description.
•    The property is excessively soiled.
•    Specialised equipment or safety measures are needed.
•    The scope of work changes at the Customer’s request. 
3.3 Items or areas posing health or safety risks may be excluded without discount. The Bond Cleaning Guarantee will not apply to such areas. 
3.4 Long-term wear, staining, or grime build-up may not be fully cleanable and is excluded from any guarantee. 
3.5 Any variation to the quote must be approved by the Customer and paid in full before additional work proceeds. 
3.6 Refusal to accept a revised quote may void the Bond Cleaning Guarantee for the affected areas.

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4. CANCELLATIONS
4.1 The Customer must give at least 24 hours’ notice to cancel, postpone or amend a service. 4.2 Late cancellations (within 24 hours) may incur a fee of $100. Cancellations after 1 PM the day before the booking may be charged up to 100% of the booking fee. 
4.3 End of Lease, Spring, Deep or similar cleans cancelled within 24 hours incur a fee of 40% of the booking or $300 (whichever is less). Same-day cancellations may be charged up to 100%. 4.4 The Service Provider may cancel or reschedule services due to unsafe conditions, inaccurate booking details, or unforeseen events. Same-day cancellation fees may apply.

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5. ACCESS TO PREMISES
5.1 The Customer must be reachable at all times, particularly one hour before service. If unreachable, Cleaners will proceed at their discretion. Lack of contact may result in incomplete service without warranty. 
5.2 The Customer must ensure access to the Premises. If Cleaners are locked out or unable to access, the full job cost may be charged. 
5.3 Key collection must be pre-agreed in writing. Additional charges may apply. 
5.4 If access is not gained, a cancellation fee up to the full service cost or a $100 delay fee may be charged. Rescheduling is subject to availability. 
5.5 The Customer must ensure all areas to be cleaned are accessible and unobstructed.

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6. SERVICE PREPARATION REQUIREMENTS
6.1 The Premises must have electricity and running water. If unavailable, the Cleaner will proceed where possible, but the Bond Cleaning Guarantee does not apply. 
6.2 The Customer must move any heavy items (over 5kg) prior to the service. These are moved at the Customer’s own risk. If not moved, the Bond Cleaning Guarantee will not apply to the area beneath or behind the items. 
6.3 The Customer must remove personal items such as furniture, decor, or valuables before the service. The Service Provider accepts no responsibility for damage to items left onsite. 
6.4 The Customer must ensure all rubbish is removed. The Service Provider does not provide rubbish removal unless agreed in writing. The Bond Cleaning Guarantee will not apply if rubbish is present. 
6.5 The Customer is responsible for the safety of all pets. Dogs must be kept outside and all other pets secured during cleaning. The Service Provider is not liable for any loss or damage caused by or to pets.

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7. PHOTOGRAPHY
7.1 The Customer agrees that the Service Provider may take photographs before, during, and after the service for quality assurance and record-keeping. 
7.2 Photographs may be used for marketing purposes (e.g., social media, website) without personal or identifying details. Customers may opt out by notifying the Service Provider in writing before the service. 
7.3 If photographs are not allowed, complaints made more than 24 hours after service may not be considered.

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8. NON-COMPETE AND REFERRAL
8.1 The Customer acknowledges the Service Provider’s investment in recruiting and training Cleaners. 
8.2 The Customer must not engage, employ, or solicit any Cleaner, directly or indirectly, without prior written consent from the Service Provider. 
8.3 This restriction applies for the duration of the service agreement and for 12 months after it ends. 
8.4 Breach of this clause will result in a referral fee of $3,000, payable immediately. This fee reflects the Service Provider’s investment. 
8.5 This does not limit the Service Provider’s right to seek further compensation. 
8.6 "Cleaner" includes anyone who has worked for the Service Provider in the previous 12 months. "Associate" includes family, friends, or affiliated entities of the Customer.

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9. COMPLAINTS AND REMEDIAL ACTION
9.1 Complaints must be submitted within 24 hours of service completion by email, including at least three supporting photos. 
9.2 The Service Provider will assess and respond to complaints promptly and reserves full discretion over any remedial action. 
9.3 Failure to comply with these terms may result in the complaint being dismissed.

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10. SERVICE LIMITATIONS AND EXCLUSIONS
10.1 The Service Provider does not clean or guarantee certain items or areas due to health and safety risks, liability concerns, or complexity. These include, but are not limited to:
•    Biohazards
•    Chandeliers, light bulbs, ceiling fans
•    High-reach areas, fly screens, picture rails
•    Fireplaces, AC units, filters
•    Stain removal from grout/silicon or mineral build-up
•    Pet hair embedded in carpets, odour removal
•    Heavy furniture movement or dishwashing 
10.2 This list is not exhaustive. Additional exclusions may apply. 10.3 The Service Provider is not liable for:
•    Unsafe or inaccessible work conditions
•    Damage caused by Customer-supplied products
•    Existing wear, stains or damage
•    Loss or damage to sensitive items (e.g., jewellery, artwork)
•    Key replacement (unless lost by the Service Provider)
•    Consequential or indirect loss
•    Force Majeure events 
10.4 Damage claims must be made within 24 hours. Certain high-value items may not be insured.

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11. PAYMENT TERMS
11.1 Full payment is required before or at the time of service, unless a prior agreement for a 30-day account exists. 
11.2 Non-payment at the scheduled time may be treated as a cancellation. 
11.3 Payments can be made by credit/debit card or EFT (by prior agreement). Cash is not accepted.

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12. TERMINATION
12.1 Either party may terminate the agreement with 1 week’s notice. 
12.2 Immediate termination may occur if the Customer breaches these terms and the breach is deemed irreparable.

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13. FORCE MAJEURE
13.1 The Service Provider is not liable for delays or non-performance caused by events beyond its reasonable control. 
13.2 These include, but are not limited to: natural disasters, pandemics, extreme weather, acts of war, government orders, or utility failures. 
13.3 In such cases, services may be rescheduled at a later date.

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14. PRIVACY
14.1 Customer information is used solely to deliver services and is not shared with third parties unless legally required. 
14.2 The Customer consents to receive communications related to service delivery. 
14.3 The Service Provider will protect personal data using reasonable safeguards.

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15. INDEMNITY
15.1 Each party agrees to indemnify the other against any loss or damage caused by their own negligence or breach of this agreement. This clause survives the end of the agreement.

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16. GOVERNING LAW
16.1 This agreement is governed by the laws of the State of New South Wales.

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17. SEVERABILITY
17.1 If any part of this agreement is deemed invalid or unenforceable, the remainder shall continue in full force.

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18. WAIVER
18.1 A waiver of any breach or delay will not be considered a waiver of future breaches.