Willow & White Lifestyle Services – Terms & Conditions
These Terms & Conditions outline the agreement between Willow & White Lifestyle Services (“we”, “us”, “our”) and the client (“you”, “your”). By booking our services, you agree to the following.
1. Bookings & Payments
- All bookings are confirmed once accepted in writing (via email, text, or booking form).
- Services are billed per hour unless otherwise quoted as part of a package or custom plan.
- Invoices are issued electronically and must be paid within 48 hours of service unless otherwise agreed in writing.
- Payment methods accepted: credit/debit card, bank transfer, or online invoice payment.
2. Cancellations & No-Shows
- We require a minimum of 24 hours’ notice for cancellations or rescheduling.
- Cancellations made within 24 hours of your booking will incur 100% of the service fee.
- If our team arrives and cannot access the property due to no prior arrangements being made, this is considered a no-show, and the full service fee will apply.
3. Services & Inclusions
- Services are provided in line with the package selected (Premium Home Cleaning, Busy Mum Reset, Relocation Support, or custom quote).
- Our team supplies all required cleaning products and equipment unless specific arrangements are made.
- Waste will be placed in your on-site council bins unless otherwise agreed.
- Any requested add-ons (e.g. oven, fridge, or window cleaning; pantry reset; decluttering) will be quoted separately and confirmed in writing.
4. Client Responsibilities
- Please ensure safe, unobstructed access to the property at the agreed time.
- Notify us in advance if access arrangements change (keys, codes, pets, security gates, etc.).
- Fragile, valuable, or irreplaceable items should be stored safely or pointed out to our team prior to service.
- We reserve the right to refuse or cease work if unsafe conditions are present (e.g. hazards, aggressive animals).
5. Additional Time & Fees
- If the service requires more time than estimated (due to property condition, additional requests, or access delays), this will be charged at our standard hourly rate.
- Any variations to the agreed service will be discussed and confirmed before extra charges are applied.
6. Satisfaction Guarantee
- We take pride in delivering a high-quality, boutique service. If you are unsatisfied, please contact us within 24 hours of the service. We will work with you to resolve the issue promptly.
- Please note that outcomes may vary depending on the condition of your home and materials.
7. Liability
- While every care is taken, Willow & White is not liable for pre-existing damage, deterioration, or wear and tear identified during the service.
- We are fully insured with Public Liability Insurance. Documentation is available on request.
- We are not liable for items that were not secured, disclosed, or were already in poor condition.
8. Photography & Marketing
- With your consent, we may take before-and-after photos for training and marketing purposes.
- No personal details or identifying items will ever be shown.
- If you prefer not to have photos taken, please advise us at the time of booking.
9. Compliance with NSW Law
- We operate in accordance with the Australian Consumer Law and NSW Fair Trading requirements.
- Nothing in these Terms limits your statutory rights as a consumer.
✨ By booking a service with Willow & White, you acknowledge that you have read and agree to these Terms & Conditions.