Terms & Conditions

Last Updated: 19 September 2025 These Terms & Conditions and Privacy Policy (“Terms”) apply to all bookings and interactions with Freshly Services (“Freshly”, “we”, “us”, “our”). By booking, paying for, contacting us, or allowing services to commence, you (“the Customer”) agree to these Terms.

1. Australian Consumer Law (ACL) Nothing in these Terms limits or excludes your rights under the Australian Consumer Law (ACL).
2. Scope of Services Freshly provides:
3. Carpet, sofa, upholstery, and curtain cleaning
4. Pest control treatments
5. Possum trapping and lawful release
6. Water damage restoration

3. Limitations & Risks While care is taken, services may involve risks such as colour fading, shrinkage, cracking, re infestation, or secondary water damage. Freshly is not liable for pre-existing issues, hidden defects, or indirect/consequential loss.

4. Service-Specific Terms A. 
   • Carpet, Sofa/Upholstery & Curtain Cleaning
   • Services are provided on a “best effort only” basis with no guarantee of results.

Customers acknowledge and accept that: Stains and odours may not be removable. o Fabrics and materials may react unpredictably to moisture or chemicals. o Pre-existing weaknesses may worsen during or after cleaning. o Curtains may shrink, shorten, or tear; leather may crack or lose finish. o Cleaning agents may cause colour, texture, or integrity changes even where care is taken. o Stains/odours may reappear due to wicking or deep contamination.

• Drying times depend on ventilation, humidity, weather, and fabric type.
• Freshly is not liable for worsening of existing damage, dissatisfaction with results, or secondary issues such as mould or odour.B. Pest Control
• Services cover only the areas/pests specified in the booking.
• No guarantee of permanent eradication. Results depend on hygiene, property condition, weather, and neighbouring infestations.
• Customers warrant they have read, understood, and will follow Freshly’s Pre-Treatment and After-Care Instructions. Failure to follow may void retreatment offers.
• Customers warrant that, before work begins, they will request and check the attending provider’s photo ID and relevant pest management licence. Freshly can provide details on request.
• Where offered, applies only to original pests/areas and only if instructions were followed.
• Excludes structural repairs, pest-proofing, or building works unless agreed in writing.
• Certain pests (e.g., termites, rodents, bedbugs, German cockroaches) may require specialist or ongoing programs.
• Customers must follow safety advice (vacating, pet safety, ventilation).
• Pest services are intended to be performed by licensed contractors. Freshly does not authorise unlicensed work.C. Possum Removal
• Freshly’s role is limited to cage setup. Capture is not guaranteed.
• Customers accept full responsibility for monitoring the cage once installed (at least twice daily — morning and night). Trapped animals must not be left unattended for long periods.
• If a possum is caught, it must be released lawfully (generally within 25- 50m of the capture site as per state’s policy). Release must occur in a safe location away from pets and traffic.
• Freshly’s contractors may provide release services subject to availability. Where attendance occurs, the Customer agrees that release is carried out only at the Customer’s cost and agreed service charge. This service is not free, not included in cage setup fees, and not guaranteed to be immediate.
• If Freshly or its contractors are unavailable, the Customer warrants that they will ensure lawful release either by:

1. releasing the possum themselves at their own cost and risk, or
2. engaging another licensed provider at their own cost.

• Customers warrant that, before release services begin, they will check the attending provider’s photo ID and any required wildlife licence/authorisation. Freshly can provide booking details upon request.
• Customers must relocate possums 25-50m as per state’s requirement, transport them to another property, release them in parks, or attempt to harm, injure, or keep them. These actions are unlawful under wildlife laws.
• The Customer remains fully responsible for ensuring the timely and lawful release of any trapped possum, regardless of Freshly’s availability. D. Water Damage Restoration
• Freshly removes water using available extraction machines.
• With consent, Freshly may install air blowers/fans (extra charges apply).
• Service is limited to non-structural drying only. No guarantee is given for hidden defects, pre-existing damage, or future structural issues.
• Secondary damage (mould, swelling, delamination) may still occur.
• Customers should notify their insurer immediately and arrange structural assessments if needed.

5. Roof & Ceiling Access Disclaimer

• Customers acknowledge that roof areas, ceilings, and roof cavities may contain pre existing weaknesses, defects, or age-related wear not visible at the time of service.
• Where a contractor is required to access a roof or ceiling (including for cage placement, cage removal, bait station installation, or dead animal removal), there is a risk of cracking, breakage, or structural damage.
• The Customer acknowledges and accepts that such damage can occur even when reasonable care is taken, and that it is often beyond the contractor’s control due to the condition of the roof or ceiling.
• Freshly and its contractors are not liable for any damage in these circumstances.

6. Customer Responsibilities You confirm and warrant that you:

• Are the property owner, occupier, or authorised person.
• Provide safe, legal, and unobstructed access.
• Remove valuables and breakables from service areas.
• Disclose relevant site conditions or hazards.
• For regulated services (pest control, possum release): you will check the attending provider’s ID and required licence before work begins.

7. Contractors & Subcontractors

• Freshly may use independent contractors.
• Freshly invoices the Customer and remains the supplier under the ACL.
• Contractors must hold licences/insurances where required.
• Freshly does not authorise unlicensed/unlawful work.
• Any contractor acting unlawfully does so without Freshly’s authority and may be personally liable.

8. Damage & Unauthorised Work Freshly is not liable for:

• Damage from pre-existing weaknesses, hidden defects, or ignored instructions.
• Any unlawful/unauthorised work done without Freshly’s consent.

9. Cancellations & Call-Outs

• Cancellations require 24 hours’ notice.
• Same-day cancellations, no access, or unprepared sites may incur call-out fees.

10. Payment Terms

• Payment is due on completion unless otherwise agreed.
• Recovery costs and interest may apply to overdue amounts.

11. Force Majeure Freshly is not responsible for delays or failures caused by events beyond our control (e.g., severe weather, illness, emergencies).

12. Governing Law These Terms are governed by the laws of the State or Territory where the service is delivered, and disputes are subject to the courts of that jurisdiction.
13. Customer Acceptance

By booking, accepting an invoice, or making payment, you confirm that you:

• Have read and understood these Terms & Conditions
• Accept the risks and limitations disclosed
• Consent to Freshly’s collection, use, and disclosure of personal information
• Authorise Freshly to proceed with the booked services

15. Contact Us

    Freshly Services Pty Ltd