Important information - Terms & Conditions.

Payments & Invoicing:

Unless organized prior in writing, payment is expected via Eftpos upon completion of your service or if you are leaving then prior to the service commencing, Bank Transfers are also an option as long as we can have a copy of the remittance slip. 

Family Friendly Group has a policy that unless of prior arrangement, no proof of service will be provided unless payment in full is made, this is specifically applicable to bond cleans.

A $120 minimum call out fee will be applied for bookings cancelled with less that 24 hours' notice and/or jobs cancelled upon arrival.

Please ensure your booking details are correct, if you require us to change details on your invoice after completion of the work, there will be a $15 plus GST administration charge.

Furniture:

Whilst we endeavor to help wherever possible, Family Friendly Group is unable to move large or heavy items of furniture. We can assist in moving smaller items of furniture and only if you (our client) are present and a waiver is signed. 

Sickness:

We understand sometimes we are asked out due to someone in the household/business being sick. We respectfully ask, that if you or a family member is sick that you notify us as your earliest convenience. this is to ensure that our team can wear the appropriate PPE.

Minors:

Family Friendly Group will not enter the property if there are any unsupervised minors at the property. Please ensure the property is either empty or a person 18 years or older is present, a minimum callout of $120 will be charged.

Safety:

In the interest of safety, we advise that people and pets should be kept out of the service area for the duration of the works. 

  • The carpet may remain damp for several hours after the completion of the work. This may result in a slip hazard when walking from the carpet to hard floors such as tiles or floorboards.

  • We will need to use electrical items and we ask you to be careful not to trip over any cords and keep children and pets away from equipment that may be turned on.

  • We may need to place in the laundry or bathroom a bucket that contains a heater and hot water.

In addition, we ask you to advise our technicians of any potential hazards that may exist prior to commencement of work.

Conditions regarding carpets, upholstery & mattresses:

Family Friendly Group cannot guarantee that all stains will be removed upon cleaning. Stains derived from caustics, acids and permanent dyes may be permanent stains that cannot be removed. Furthermore, Family Friendly Group cannot be responsible for any pre-existing condition that is not apparent upon visual inspection.  These conditions may include but not be limited to:

  • Fugitive dyes not properly set in manufacture or re-dyeing.

  • Lounge suites that have water or solvent soluble colored backing material

  • Carpet that has been over-stretched during laying or suffers from de-lamination.

  • Carpet that has suffered sun-damage, making it fragile or affecting dye-colour.

  • Markers used on carpet, fabric backing or padding.

  • Bodily fluids within mattresses (Family Friendly Group will only warrant claims with respect to workmanship of the services provided if the claim is reported within 7 days of completion of the work. In the event of a customer complaint, the customer undertakes to give Family Friendly Group the opportunity to rectify)

Conditions regarding pest and termite management:

General pest management includes a 12-month warranty for household ants, cockroaches, web-spiders and silverfish, the following exclusions apply.

  • Please ensure if you have any fish tanks that they are covered prior and during your treatment.

  • Please ensure that personal belongings i.e., shoes, clothes, toys etc... be picked up from the floor prior to the start of your treatment and that as many items as possible be removed from the walls.

  • Please ensure that food prep areas are clean and clear from as much food as possible. 

  • Warranty does not include German cockroach infestations; this will require to be treated as an individual treatment prior to the general pest wherever possible and will incur additional treatment fee.

  • Warranty does not cover any other species of ants outside household ants, anything else may require additional treatments.

  • Warranty does not cover any species of spiders outside of web-spider's (if you have a web-spider infestation please do not remove or clean away the webs, we require the webs in order to treat them)

  • Warranty will not stand if you undertake renovations and/or landscaping within the 12-month warranty period.

  • Warranty period applies only to an internal and external general pest management across your property, no warranty will be offered if only one area is completed.

Please note that Family Friendly Group use only APVMA approved products. the link to our MSDS certificates is Certificates — Family Friendly Group | Resort, School, Home & Commercial Friendly Cleaning & Pest Control Services

GENERAL CONDITIONS FOR FAMILY FRIENDLY CARPET CLEANING SERVICES
The customer agrees not to enter the same room the Family Friendly technician is working on or has equipment in. In the interest of safety, we advise that:

  • The carpet may remain damp for several hours after the completion of the work. This may result in a slip hazard when walking from the carpet to hard floors such as tiles or floor boards

  • We will need to use electrical items and we ask you to be careful not to trip over any cords and keep children and pets away from equipment that may be turned on

  • We may need to place in the laundry or bathroom a bucket that contains a heater and hot water.


For safety reasons, people and pets should be kept out of the area and away from the bucket for the duration of the works.

In addition, we ask you to advise our technicians of any potential hazards that may exist within the house or grounds prior to commencement of work. Family friendly cannot guarantee that all stains will be removed upon cleaning. Stains derived from caustics, acids and permanent dyes may be permanent stains that cannot be removed. Further, Family Friendly cannot be responsible for any pre-existing condition that is not apparent upon visual inspection. These conditions may include but not be limited to:

  • Fugitive dyes not properly set in manufacture or re-dyeing

  • Lounge suites that have water or solvent soluble coloured backing material

  • Carpet that has been over-stretched during laying or suffers from de-lamination

  • Carpet that has suffered sun-damage, making it fragile or affecting dye-colour

  • Markers used on carpet, fabric backing or padding

  • Bodily fluids within mattresses Family Friendly will only warrant claims with respect to workmanship of the services provided if the claim is reported within 7 days of completion of the work. In the event of a customer complaint, the customer undertakes to give Family Friendly the opportunity to rectify all work.

  • Minimum callout fees apply.


CARPET CLEANING – SPECIFIC INFORMATION
Prices are subject to a maximum room size of 14 square metres. Steps are quoted per stair. Prices are subject to the condition of the carpet. Difficult stains may incur an additional charge.

UPHOLSTERY- SPECIFIC INFORMATION
Price is per seating position and subject to the condition of the upholstery. Additional charges may apply for recliners, ottomans and chaises and will be quoted as such.

LEATHER- SPECIFIC INFORMATION
Leather is subject to additional charges on normal upholstery pricing, and subject to the condition of the lounge. Family Friendly cannot be responsible for dye migration or damage due to pigmented leather not correctly sealed. Aniline and Simi Aniline leathers cannot be cleaned.

MATTRESS- SPECIFIC INFORMATION
The customer must identify any latex prior to any Family Friendly mattress cleaning service.

FABRIC PROTECTION
The customer agrees that they have been informed that there are various types of fabric protection and the type used by Family Friendly could best be described as a stain release. This means that on each type of carpet its reaction is slightly different and it is not intentionally designed for water to bead up on the carpet but for the stain that is caused by any spillage to be released from the carpet. Should the spillage or stain be a caustic, acid or dye then this could impair the effectiveness of the product and the results cannot be guaranteed. Any guarantee on the application of the product is limited to attempting to remove the stain and re-applying the product to the affected area.

DRAPERY/CURTAIN CLEANING
Family Friendly will not be held responsible for any unforeseen adverse conditions relating to delamination, dye movement, nor ultra violet light (UV) damage that may occur in relation to the carrying out of the service on fabric/material, even if the apparent UV damage is not visible nor ascertainable at time of providing the service. The customer acknowledges, that subject to certain fabrics and materials, shrinkage may occur up to three percent (3%) of the total curtain area and no responsibility will be accepted by Family Friendly

PAYMENT
Payment should be by Cash or Card. If payment is made by Credit Card and the transaction cannot be completed for any reason, then payment will be considered to be “On Account” per the Terms and Conditions. If an account is given and payment is not made by the due date, or payment is dishonoured or otherwise, Family Friendly reserves the right to charge a reasonable Administration Fee, in addition to all other costs associated with recovering the debt including, but not limited to, legal costs and debt recovery costs.

CANCELLATION FEES AND SURCHARGES
Family Friendly reserves the right to charge customers a cancellation fee (minimum of $120) if adequate notice of less than 24 hours is not given for the cancellation of the booked job. Adequate notice is at the discretion of operator whom takes your call. Surcharges may be charged on jobs booked after hours, public holidays, or when more than one operator is required.

BROCHURES AND ADVERTISING MATERIAL
When stated on all advertising material the following conditions apply. Room is a maximum room size of 14 square metres. Any room larger will be classified as two rooms. Discounting of smaller spaces is up to the technician or call centre operator. Discounting of smaller spaces is not a requirement. All pricing is subject to inspection and additional charges may be incurred for stain removal, treatment of carpets or rooms that are more heavily soiled, dual process and additional services. It is up to the individual technician or call centre operator to honour any kind of advertising material that has been retained by the customer and is out of date or proven by Family Friendly records to be out of date. Family Friendly’s advertising material is distributed by a third party and takes no responsibility for the misdistribution of these materials in any case.