Terms of Service

These Terms of Service ("Terms") govern your use of the Naturo Group website and the cleaning services provided by NATURO GROUP PTY LTD ATF Hanelg Trust (ABN 59 132 954 348) ("Naturo Group", "we", "our", "us"). By requesting a quote, making a booking or using our website, you agree to these Terms.

1. Quotes and pricing

• Online prices shown by our instant calculator are estimates based on the information you provide.
• Final pricing may vary if the actual property condition, size or scope differs from what was selected.
• Prices include GST unless otherwise stated and are quoted in Australian Dollars.
• Quotes are valid for 30 days from the date provided.

2. Bookings

A booking is confirmed when we send you written confirmation (email or SMS) of the appointment date, time and address. You must provide accurate access details and notify us of any pets, alarms, hazards or special requirements before the booking.

3. Cancellations and rescheduling

• Cancel or reschedule free of charge with at least 48 hours' notice.
• Cancellations within 24-48 hours may incur a 50% cancellation fee.
• Cancellations within 24 hours, or lock-outs on arrival, may be charged in full.
• We may need to reschedule due to illness, weather or unforeseen events; we will give you as much notice as possible.

4. Satisfaction guarantee

If you are not satisfied with any aspect of our work, contact us within 24 hours of the clean. We will return to address the issue at no additional cost where possible. This guarantee does not displace your rights under the Australian Consumer Law.

5. End of lease (bond) cleaning

End of lease cleans include a bond-back re-clean if your agent identifies cleaning issues within 72 hours of the clean. Re-cleans are limited to items on the original scope and require photographic evidence and access to the property. Repairs, restorations, chemical treatments for severe contamination, mould remediation and pest control are not included.

6. Funded programs (NDIS, DVA, Aged Care, Insurance)

Where you are funded under the NDIS, DVA, an Aged Care package, an insurance claim or a similar program, you confirm that you are eligible and that you have authority to engage us. We will invoice your nominated plan manager, case manager or insurer where supported. You remain responsible for any amounts that are not approved or paid by the funding body.

7. Payment

Payment is due on the terms stated on your invoice. Online payments are securely processed by our payment provider. Overdue accounts may be subject to recovery action and reasonable recovery costs.

8. Liability

Our cleaners are fully insured. We are not liable for pre-existing damage, items that are inherently fragile, valuables left in plain sight, or loss caused by inaccurate information you have provided. To the extent permitted by law, our liability for any claim is limited to the value of the service supplied. Nothing in these Terms excludes rights you have under the Australian Consumer Law.

9. Site of work

You confirm that you are entitled to authorise cleaning at the address provided, that the premises are safe to work in, and that you will provide running water, electricity and reasonable access. We may decline or stop a job where the site is unsafe, where biohazards are present without prior notice, or where staff feel unsafe.

10. Website content

The content on this website is for general information only. We make no warranty that the website will be uninterrupted or error-free. Material on this website is Naturo Group's intellectual property and may not be reproduced without permission.

11. Privacy

We handle your personal information in accordance with our Privacy Policy.

12. Governing law

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of that State.

13. Contact

NATURO GROUP PTY LTD ATF Hanelg Trust
ABN 59 132 954 348
Email: admin@naturogroup.com.au
Phone: 1300 876 472