Terms and Conditions
Terms & Conditions
These terms and conditions constitute the full and complete service agreement (“The Agreement”) between you (“The Customer “) and the service provider (Super Property Group and Trading names ‘Excellence Painting’ – referred to throughout this agreement as ‘We’, ‘Our’ or ‘Us’) for the provision of services. References to days contained herewith-mean ‘calendar’ days. The Customer is expected to take some time in reviewing this Agreement before using our services and agree to be bound by the terms and conditions set out below. If you have any queries relating to these terms and conditions, please contact us via email at: [email protected]
For quotes provided without inspections, the quote is only an ‘estimate’ based on the information available at the time. The quotation is subject to change for the following reasons: state of property not as expected; customers original requirement are altered; variations to the condition or size; additional services. Any changes to the quote will be discussed during the assessment.
All quotations are valid for 14 days from date of issue, unless agreed otherwise. To accept a quote reply to the initial email with ‘accept quote’, in accepting a quote you have therefore deemed to accept the terms and conditions outlined within this agreement. All prices quoted are in Australia dollars.
We endeavour to adhere to timelines where possible. All time frames given are estimations and are subject to change due to weather conditions, increased preparatory work, wait times on the supply of specific materials where required or any other unforeseeable circumstances.
We ask for any specific or strict timeframes to be communicated prior to acceptance of the quote. We accept no responsibility for any loss of time or otherwise due to timing delays where these are unavoidable.
The entire deposit amount must be paid prior to start date; we reserve the right to cancel/delay start dates where deposit has not been paid.
3. Additional charges
Any additional charges are only incurred where the customer changes the scope or requirements of the project, or where advised elsewhere within these terms and conditions. It is the customer’s responsibility to carefully read and understand the inclusions listed within the quote and advise of any discrepancies within the quote in relation to work required.
The deposit amount and percentage will be listed on the Quotation, and are due to be paid upon accepting the quotation. Deposits are non-refundable 48hrs prior to commencement of services and throughout the project or following completion. 50% of the deposit will be withheld whereby services are cancelled by the customer with more then 48hours notice and less than 7 days.
Full payment of the deposit amount listed on the quote is required prior to commencement of service. Unless an ongoing account and invoicing system has been requested and approved. a) Direct deposit may be made directly the day prior to service; b) Bank transfer may be made, transactions must be cleared prior to the commencement of service; or proof of payment provided the day prior to service c) The balance amount is to be paid within three days of returning the keys/handing over the property or completion. d) If there is any issues or concerns with the service provided please lodge a complaint within the three-day period and these will be rectified as soon as possible, we endeavour to rectify any issues within a timely manor and only provide refunds where this is not possible. e) Superb Property Group reserves the right to request and receive progress payment during the project. f) Any invoice outstanding after 5 days will incur a 5% interest charge on balances due and will continue to incur this interest rate charge after every 5 days after the date of invoice due until the balance is paid in full. g) Cheque payments not accepted. h) A $10.00 administration fee applies to overdue invoices.
6. Cancellation & Reschedule Fee
In order to provide a professional service and to avoid any business disruption caused by no-shows, and short notice cancellations; the minimum cancellation notice period is 7 days. If for any valid reason you require the booking to be adjusted, please contact us as soon as possible to determine the most suitable accommodation. Superb Property reserves the right to cancel or delay a booking at time of service if the service falls outside of the scope of what is reasonably required, is unsafe working environment, or any factors which we deem unsuitable to obtain the best possible outcome.
Conditions for failure to meet notification periods are listed below: a) When customer fails to provide a 48 hour cancellation notice period, the Customer forfeits the deposit amount; b) If the service is cancelled within the 7 day notice period but not within the 48hrs the Customer forfeits 50% of the deposit with the remaining balance to be returned as soon as possible.
7. Warranties and Guarantees
Superb Property Group offer a number of warranties and guarantees in addition to those implied by law. Our warranties are service specific. All product warranties for products used are passed on to the customer. All warranties are subject to the customer carrying out general maintenance to ensure all work carried out by us is kept to reasonable standard. We accept no responsibility for any work carried out by us that is altered, touched up, tampered with by the customer or any third party. Any warranty claims must be lodged with our office in writing. If for any reason a claim arises due to product failure or workmanship issues we will rectify the issues according to conditions implied by law 1. rectify the issue at no additional cost, 2. pay the cost of labour for someone else to rectify the issue or 3. refund the price paid for labour.
8. Paint and other Products
We reserve the right to alter/change products used on any project without prior notice. All paint and materials remain the property of us until all balances are paid in full. We reserve the right to remove any unused paint and materials from a project site before, during or after completion of a project. We accept no responsibility for choice of colours on any project. If for any the reason the client changes their mind after they have chosen a colour, any associated costs with this change of mind will be incurred by the client in full, this includes any labour costs during the process. We do not accept responsibility for yellowing of any gloss enamel products.
9. New Homes
We do not commence painting of new homes until internal lights are operational and all other trades have completed their contracts. We do not accept responsibility for the gapping of cornices, door frames, window frames and skirtings, as this should have been carried out by the builder. We do not accept responsibility for any damage caused by any other tradespeople whilst painting new homes; any cost associated with this is the responsibility of the property owner.
10. Cleaning Services
a) Service guarantee: Our ‘100% Satisfaction Guarantee’ is valid for 72 hours after completion. If for some reason the work does not pass your satisfaction, the customer is required to contact Superb via email as soon as possible. If the concern is reasonable and within the conditions set out in the agreed quote, Superb will organise a re-clean without charge within 24-48 hours. Unreasonable cleans will be up to the discretion of the Supervisor. In order to effectively manage any issues or concerns we will require specific details and pictures of areas needing to be addressed.
Our scope of works does not cover dust settlement that occurs normally between time of service and re-inspection. Please Note that accumulation of dust over time is considered normal and activities such as open homes are likely to speed up this process.
b) Additional Rates: For any additional services, additional charges apply. Charges depend on the service provided and could include: Property that has not been regularly cleaned/maintained or neglected in a way that extends the duration of normal service activities, Properties that have had pets, small children, Property with excessive wear and tear, Large sized dwellings with five (5) or more bedrooms; more than three (3) bathrooms; multiple living areas, Additional rubbish removal, Time wasted due to difficulties accessing the property, Requirement to carry heavy equipment to higher apartments / floors, Requirement to move any furniture in order to complete works; we do request that bookings do not occur in the moving out process, if furniture exists in the home the cleaner will do their best to work within the area provided, Superb Property Services takes no responsibility for cleanliness following items of furniture being removed. Cleaning of second storey windows incurs additional fees, if this is not advised during booking Superb will assume all windows are single level.
c) End of Lease cleaning: excludes the following items which may be included for an agreed additional cost: Washing walls (We do spot clean only to remove marks – Additional charges apply if walls are badly marked, or excessively stained), Cleaning of window furnishings, Whitegoods cleaning (e.g. fridge, washing machine), Upholstery cleaning, Ceiling(s), Grout cleaning, Garage, Outside areas (except Balcony), Rubbish removal, High pressure cleaning, Furniture, appliances and personal belongings. Where present the cleaner will work around without moving items. If the property does not pass an inspection due to the later removal of these items Superb Property is not liable and a re-clean will incur additional cost, The removal of light fittings and other removable objects must be removed prior to service or removal demonstrated to supervisor during assessment, if this does not occur and the fittings are not easily removed it is not the responsibility of Superb Property to clean those items.
m) outside glass/windows and fly screens n) pest control
d) Carpet & Steam Cleaning: Our standard steam cleaning will remove dirt, grime and dust from every day foot traffic and most clear liquid spills. Extra charges may apply to heavily soiled carpets, furniture and mattresses. Our best effort will be made, but the result will vary from fabric to fabric, and the result will be dependent on a number of factors beyond our control and that we give no guarantee as to the actual result of the service. Please note that any wear or discolouring of fabric or surfaces becomes more visible once dirt has been removed. More difficult stains can be individually treated at additional cost. Some stains that are deemed permanent may not respond satisfactorily to any treatment.
e) Other Services: The conditions, inclusions and exclusions for all other services will be negotiated during the Supervisor assessment and itemised within the quote/invoice provided to the customer. This will include the type of service, areas of service, customer obligations and costs involved. Any services outside of this agreement will be negotiated with the customer and additional charges may occur if changes in service or service area are made. These will be discussed and agreed upon with the customer prior to commencement.
11. Health and Safety risks
The Customer acknowledges and agrees that: a) Our team are entitled to undertake a job safety analysis before the commencement of any work to assess the health and safety risk at the Premises; b) Our team may, either before or during the provision of the Service not provide or cease the provision of the Service where carrying out the Service presents, in the absolute discretion of our team, a risk to health and safety.
12. Accidents, breakage or damage
We agree to inform the customer of any incident resulting in accidental, breakage or damage to property. We will not be held responsible for repair or replacement of items broken or damaged due to pre-existing wear and tear, incorrect installation, assembly or usage.
13. Complaints and Disputes
Complaints and disputes should be lodged within 3 days of completion via email, complaints should include specific issues and where applicable any photo’s of the area. Disputes should list all reasons for the dispute.
14. Customer Representations and Warranties
The Customer represents and warrants that: (a) they will provide a safe working environment at the Premises for the service provider to perform the Service;
(b) The service provider will have unencumbered and unobstructed access to those areas of the Premises requiring the Service; (c) They will provide the service provider with access to all services and utilities (including hot and cold water, electricity, and rubbish bins) as required by the service provider to provide the Service. d) They will advise prior to the commencement of any hazards, damages, slippery surfaces, risks or dangers; (e) Superb Property Group is authorised to use the premises.
(f) The customer must secure or remove any fragile, delicate, breakable or valuable items, including cash, jewelry, works of art, antiques, or items of sentimental value prior to the commencement of the Service; (g) The customer acknowledges that any personal property located at the premises may be moved by the service provider in their efforts to facilitate the service; (h) The customer agrees to indemnify Superb Property Group against any loss or damage resulting in any breach of this agreement.
(a) The only conditions and warranties which are binding on Superb Property Group in respect of the state, quality or condition of goods and services supplied are those imposed and required to be binding by statute (Australian Consumer Law). Superb Property Group is not responsible for; (i) Not completing or providing the service as a result of a breach of a warranty by the customer. (ii) Not completing or providing the service as a result of the service provider not proceeding for health and safety reasons; (iii) Any loss or damage incurred by the customer or any third party as a result of any event beyond the reasonable control of Superb Property Group; (iv) Not completing or providing the service due to an act or omission of the customer or any other person at the premises during provision of the service; (v); Any loss incurred as a result of any breakage or damage to goods, items of value (including antiques, items of sentimental value) or the premises. (b) Except as provided in this clause, all conditions and warranties implied by law in respect of the state, quality or condition of the service which may apart from this clause be binding on Superb Property Group are excluded.