Effective Date: 18 October 2025
ABN: 12 644 910 480
Contact: info@dusttilldawn.com.au | +61 468 032 200
Jurisdiction: South Australia, Australia

1. Purpose and Scope
These Terms of Service and Conditions of Engagement ("Agreement") govern the relationship between Dust Till Dawn AU ("the Company") and any individual or organisation ("the Client") engaging the Company for professional cleaning services. By booking or accepting services from Dust Till Dawn AU, the Client agrees to these terms in full.

Dust Till Dawn AU provides residential and commercial cleaning services, including, but not limited to, regular house cleaning, office and commercial cleaning, window & oven cleaning and vacate cleaning, as well as other related cleaning tasks as reasonably agreed upon. The Company does not provide services not expressly agreed prior to commencement.

2. Access to Property
The Client must ensure that access to the property is arranged prior to the scheduled service time. If access is not possible within thirty (30) minutes of the scheduled arrival, a full fee of the price of the clean will be charged. Lockbox codes or keys must be provided securely and verified.

3. Booking, Cancellations, and Rescheduling
Bookings may be cancelled or rescheduled up to twenty-four (24) hours prior without penalty.

Cancellations made within twenty-four (24) hours may incur a 50% of valued service cancellation fee.

If cleaners attend and cannot gain entry or contact the Client, the appointment may be classified as a cancellation, and the full fee may apply.

The Company reserves the right to reschedule appointments due to staff illness, safety issues, or force majeure events, with reasonable, applicable, notice provided.

4. Deposits and Payments
All invoices are to be paid within  twenty-four hours of issue unless otherwise stated in writing. Agencies and companies have a payment period of thirty days.

Services may be suspended for overdue accounts, and unpaid balances may be subject to recovery through formal collection processes.

Payment constitutes acceptance that the service was performed in accordance with the agreed scope.

5. Pricing Structure
Pricing is formulated through a combination of fixed and variable factors designed to reflect fairness, accuracy, and service quality. Client-relevant details are used to determine the total service cost, including but not limited to:

Property size (square metres)

Number of rooms, bathrooms, and levels (storeys)

Access conditions and ease of entry

Degree of cleanliness and condition at inspection or arrival

Specific client requests, additional services, or special requirements

All quotes are provided based on information supplied by the Client and are subject to adjustment should conditions at the property differ from the details provided. All quotes are active for 30 days, after that period, a new quote will need to be provided.

All details on pricing are circumstantial, and are subject to change due to service adjustment or price / tax increase. Clients will be notified prior to adjustment, and will not be charged new service prices without acknowledgement and mutual agreement of adjusted scope and price of work.

5. Satisfaction Guarantee
If a Client is dissatisfied with any part of the service, they must notify the Company within twenty-four (24) hours of completion. The Company will review and, if appropriate, return to rectify any issue within the original scope at no additional charge. Time of rectification schedulable as needed, no longer than 72hours since being notified of issue(s).

6. Client Responsibilities
The Client must disclose all known hazards, property access conditions, or environmentalconcerns prior to the commencement of service.

Pets must be safely contained during cleaning.

Valuables, jewellery, and cash should be stored securely before service.

The Client must ensure utilities such as water and electricity are available at the property during the scheduled clean.

7. Right to Refuse Service
Dust Till Dawn AU reserves the right to refuse or withdraw service where:

The premises are unsafe, hazardous, or misrepresented;

Clients or occupants display aggressive, abusive, or inappropriate behaviour;

Staff safety is compromised; or

Conditions are inconsistent with the agreed service scope.

No refund will be issued in such cases.

8. Insurance Coverage
The Company maintains Public Liability Insurance up to $10,000,000 AUD and Workers Compensation Insurance in compliance with the Return to Work Act 2014 (SA). Certificates of Currency are available upon request.

9. Safe Work Practices
Dust Till Dawn AU complies with the Work Health and Safety Act 2012 (SA) and ensures that all employees are trained in proper handling of equipment, chemicals, and materials. All worksites are assessed for safety before commencement, and all incidents are reported according to legislative standards.

10. Liability and Damages
The Company will review and act on any legitimate claim for damage where negligence by its staff is proven. Pre-existing wear, latent defects, or pre-damaged items do not qualify for compensation. The Company is not liable for indirect, consequential, or economic loss, including lost rent, resale delay, or emotional distress.

11. Privacy and Confidentiality
All Client data is collected and managed in compliance with the Privacy Act 1988 (Cth). Personal information will only be used for communication, invoicing, and operational purposes. Photos may be taken before and after cleans for safety and documentation. Marketing use of such images requires prior consent. Both parties agree to maintain confidentiality regarding business operations, client data, pricing, and proprietary processes.

12. Conduct and Safety Standards
All employees, Clients, and management are expected to act respectfully and in compliance with the Fair Work Act 2009 (Cth), Equal Opportunity Act 1984 (SA), and internal workplace conduct policies.The Company enforces zero tolerance for discrimination, harassment, or unsafe behaviour.

13. Termination of Services
The Company may terminate services immediately if the Client breaches safety, payment, or conduct obligations.

For contractual or agency clients, a minimum of fourteen (14) days’ written notice is required toterminate without cause.

Termination does not relieve either party of existing payment obligations or rights accrued prior to the termination date.

14. Non-Solicitation
Clients shall not directly or indirectly employ, engage, or solicit any Dust Till Dawn AU employee or contractor for private work for a period of twelve (12) months following completion of services. Breach of this clause may result in damages equivalent to six (6) months of the employee’s service value.

15. Indemnity
The Client agrees to indemnify and hold harmless Dust Till Dawn AU, its employees, and agents from all claims, costs, or damages arising from the Client’s negligence, non-disclosure, or breach of these terms.This clause survives termination of this Agreement.

16. Variations to Service
Any change to scope, frequency, or cost of services must be agreed to in writing prior to implementation. Additional work outside the original agreement may incur further charges.

17. Force Majeure
Neither party shall be liable for delays or failure to perform obligations caused by events beyond reasonable control, including but not limited to acts of God, pandemic, illness, government orders, equipment failure, or natural disaster. If such an event occurs, both parties shall cooperate to resume service as soon as practicable.

18. Dispute Resolution
Any dispute arising under this Agreement must first be addressed through negotiation. If unresolved, either party may submit the matter to mediation under the Resolution Institute Mediation Rules. Nothing prevents either party from seeking urgent relief through a court of competent jurisdiction in South Australia.

19. Governing Law
This Agreement is governed by the laws of South Australia and the Commonwealth of Australia. Each party submits to the exclusive jurisdiction of the courts of South Australia.

20. Entire Agreement
This Agreement constitutes the full understanding between the Client and Dust Till Dawn AU andsupersedes all prior discussions, proposals, or agreements, whether written or verbal.