Terms of Service
Agreement
These terms apply to services supplied by The Trustee for Stanley-Hogg Family Trust, ABN: 97 969 946 765 trading as Goldilocks Home Help and Support. A confirmed quote, booking confirmation, service agreement or schedule may include additional terms. If documents conflict, the signed service agreement or accepted written quote applies to the extent of the inconsistency.
Quotes and scope
Quotes are based on the information supplied. The client must provide accurate information about the property, tasks, access, hazards and required outcome. Work outside the confirmed scope requires approval and may involve additional time, fees or a new booking.
Bookings
A requested date or time is not confirmed until Goldilocks sends written confirmation and any required agreement, deposit or information has been received. Arrival windows may apply and will be stated in the confirmation.
Client responsibilities
The client must provide safe and lawful access; working utilities where required; accurate instructions; notice of hazards, pets, allergies, fragile or high-value items and delicate surfaces; authority to approve the work and costs; and a safe environment free from threatening, abusive or discriminatory conduct.
Access and keys
Access arrangements must be agreed before the service. Goldilocks does not hold client keys off-site unless a separately documented process is adopted. If the team cannot gain access, the cancellation terms may apply.
Safety and right to stop work
Goldilocks may refuse, pause or stop work where conditions are unsafe, unlawful, outside scope or materially different from the information provided. We will explain the concern where safe and practical. Charges may apply for time already reserved or work completed, subject to law and the applicable agreement.
Safety and right to stop work
Goldilocks may refuse, pause or stop work where conditions are unsafe, unlawful, outside scope or materially different from the information provided. We will explain the concern where safe and practical. Charges may apply for time already reserved or work completed, subject to law and the applicable agreement.
Pets and other people
Clients must tell us about pets and ensure animals or people do not create a safety risk or unreasonably prevent the work. Goldilocks does not clean animal waste or litter unless an expressly approved service states otherwise.
Valuables and property condition
Clients should secure cash, jewellery, medication, confidential documents, fragile objects, antiques and sentimental or high-value items. Tell us about delicate surfaces and existing damage. Goldilocks may photograph pre-existing condition or damage where reasonably necessary for service records.
Products and equipment
Goldilocks supplies the products and equipment stated in the quote. Client-supplied products or appliances are used only by agreement and must be safe, labelled and suitable. We may decline unsafe equipment or instructions.
Payment
Invoices are payable by the due date and payment method stated on the invoice or agreement. Approved third-party funding does not remove the client's responsibility for charges that are not covered, are rejected because information was inaccurate or fall outside the funded arrangement, subject to the signed agreement and law.
Cancellations and changes
The Cancellation and Rescheduling Policy forms part of these terms. Different rules may apply to NDIS-funded services where required by current NDIS pricing arrangements and the service agreement.
Quality concerns and damage
Notify Goldilocks as soon as possible after becoming aware of a missed task, quality concern or alleged damage and provide reasonable details and photographs where relevant. We will investigate and propose an appropriate response. Nothing in these terms excludes rights or remedies that cannot lawfully be excluded, including under Australian Consumer Law.
Third-party providers
Where Goldilocks helps coordinate an independent trade or service provider, the client approves that provider and contracts with them unless expressly stated otherwise. The third party is responsible for its advice, work, licences, insurance, warranties and charges. Goldilocks will disclose any referral fee or commission.
Privacy
We handle personal information in accordance with our Privacy Policy and any service-specific consent or agreement.
Ending services
Either party may end ongoing services in accordance with the applicable agreement. Goldilocks may end services where fees remain unpaid, conditions are unsafe, conduct is abusive or discriminatory, the service is outside scope or the working relationship cannot continue safely and effectively. We will provide notice where reasonable and required.
Governing law and contact
These terms are governed by the laws of Victoria, Australia. Questions can be sent to goldilockshomehelp@outlook.com or 0483 925 048.
