These Terms of Service govern your use of cleaning, laundry, and pick-up services provided by SUMMER PALACE INVESTMENT PTY. LTD (ABN 80 675 933 445), referred to in these terms as Summer Palace, we, or us. By engaging our services, you agree to these terms.
1. Services
Summer Palace provides residential cleaning, commercial cleaning, Airbnb turnover cleaning, Airbnb laundry, and pick-up and return services in Queensland, primarily across South East Queensland. The specific scope of work for your engagement is defined in your written quote or service agreement. Services not listed in the agreed scope are not included unless separately quoted and accepted.
2. Quotes and Acceptance
Quotes are valid for the period stated on the quote or, if no period is stated, thirty (30) days from issue. A booking is confirmed when you accept the quote and we acknowledge the schedule. We reserve the right to decline engagements where property access, safety conditions, or scope cannot be managed to a professional standard.
Quotes are based on information you provide. If property condition, size, or requirements differ materially from what was disclosed, we may revise pricing before or after an initial visit, with your agreement.
3. Scheduling and Access
You agree to provide safe, lawful access to the property at scheduled times. This includes keys, lockbox codes, alarm disarm instructions, and any body corporate or building access requirements. You are responsible for ensuring our personnel can enter and exit without obstruction.
If access is unavailable at the scheduled time due to circumstances within your control, we may charge a call-out or rescheduling fee as stated in your quote. We will endeavour to reschedule at mutual convenience.
For short-stay turnovers, you are responsible for providing accurate check-out and check-in times. Delays caused by late guest departure may compress the turnover window and affect outcomes — we are not liable for late check-in to incoming guests where the available window was insufficient.
4. Client Responsibilities
You agree to:
- Disclose hazards, asbestos risk, pest infestations, mould conditions, or structural issues that may affect cleaning safety or scope;
- Secure valuables, cash, jewellery, and sensitive documents before service visits;
- Ensure pets are secured as agreed before we arrive;
- Provide working utilities (water, electricity, lighting) required for cleaning and laundry;
- For pick-up and return, package and label items clearly as instructed;
- For commercial premises, comply with workplace induction or safety requirements where applicable.
We are not responsible for loss or damage to items not secured or not disclosed, except where caused by our negligence.
5. Pricing and Payment
Prices are stated in Australian dollars and include GST where applicable. Payment terms are specified on your quote or invoice. Unless otherwise agreed, payment is due on completion of service or according to the invoicing frequency stated for recurring accounts.
Late payment may result in suspension of services and recovery of reasonable collection costs permitted by law. Disputed invoices should be raised within seven (7) days of issue with specific details.
6. Cancellations and Rescheduling
Cancellation and rescheduling policies are stated in your quote where non-standard terms apply. As a general guide:
- Residential and commercial scheduled cleans require at least twenty-four (24) hours' notice to cancel without charge;
- Short-notice cancellations or lock-out may incur a fee reflecting lost schedule capacity;
- Airbnb turnovers cancelled after we have committed resources to your window may be charged in full or in part depending on timing.
We may cancel or reschedule due to severe weather, illness, or events beyond reasonable control. We will notify you promptly and offer rescheduling.
7. Service Standards and Re-Cleans
We perform services with reasonable care and skill consistent with the agreed scope. If you believe work within scope was not completed adequately, notify us within twenty-four (24) hours of residential and commercial cleans, or before the next guest check-in for Airbnb turnovers, with specific details.
We will inspect and, where justified, rectify omissions within scope at no additional charge. Re-clean requests made outside these timeframes or without specific detail may be treated as new bookings. We do not guarantee outcomes on pre-existing damage, permanent stains, or wear that cannot be remedied by standard cleaning methods.
8. Damage and Liability
We carry public liability insurance appropriate to our operations. If you believe we have caused damage through negligence, notify us promptly with photographs and description. We will investigate and, where liability is established, address repair or compensation through our insurer or directly as appropriate.
To the maximum extent permitted by Australian Consumer Law:
- Our aggregate liability for any claim arising from a service engagement is limited to the fees paid for that specific service occasion, except where liability cannot be limited by law;
- We are not liable for indirect, consequential, or economic loss including lost bookings, bond disputes, or business interruption except where caused by our failure to meet a consumer guarantee that cannot be excluded;
- We are not liable for damage to fragile, improperly fixed, or deteriorated items where reasonable care was taken.
Nothing in these terms excludes, restricts, or modifies guarantees under the Australian Consumer Law that cannot be excluded.
9. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy if services fail to meet a consumer guarantee — for example, if services are not provided with due care and skill or are not fit for a disclosed purpose. Remedies may include re-supply of services or refund in accordance with the law.
For major failures, you may cancel the contract and obtain a refund for unused services. For minor failures, we will rectify within a reasonable time.
10. Property Access and Security
Access credentials you provide are used solely for scheduled service. You should change codes or recover keys when service ends. We are not responsible for third-party access to credentials you have shared beyond our organisation.
You authorise us to enter the property during agreed windows for cleaning, laundry collection, or delivery. Unauthorised additional visits will not occur.
For commercial premises and short-stay properties with body-corporate or building management protocols, you are responsible for ensuring we are registered or approved as a contractor where required. We follow the access procedures you provide and will not circumvent security systems or visitor rules.
11. Confidentiality
We treat property details, access information, and client communications as confidential and use them only to deliver services. We do not disclose client information except as described in our Privacy Policy or as required by law.
12. Subcontracting
We may use trained personnel to deliver services under our direction and quality standards. We remain responsible to you for service delivery under these terms unless otherwise agreed in writing.
13. Force Majeure
We are not liable for delay or failure to perform due to events beyond reasonable control, including severe weather, floods, pandemic restrictions, utility failures, or road closures. Affected services will be rescheduled where possible.
14. Termination
Either party may terminate recurring service arrangements with notice as stated in the quote or with fourteen (14) days' written notice where no period is specified. Outstanding invoices for completed work remain payable. You should recover or rotate access credentials on termination.
We may terminate immediately if access is unsafe, payment is substantially overdue, or conduct toward our personnel is abusive or threatening.
15. Governing Law
These terms are governed by the laws of Queensland, Australia. Parties submit to the non-exclusive jurisdiction of Queensland courts.
16. Changes to Terms
We may update these terms by publishing a revised version on Summerpalace.net.au. Changes apply to new bookings from the publication date. Existing recurring arrangements continue under prior terms until renewal unless we notify you of changes with reasonable notice.
17. Contact
SUMMER PALACE INVESTMENT PTY. LTD
140 Wecker Road, Mansfield QLD
Email: duan58813187@me.com
Phone: 0420 606 066
ABN: 80 675 933 445
Website: Summerpalace.net.au