Terms and Conditions of Service
Last updated 2026-09-22
Version 1 — effective 22 September 2026. These terms apply to every exterior cleaning service we quote for or carry out. Please read them before you book. If anything is unclear, ask us — we would rather explain it now than argue about it later.
1. Who we are
We are Expert Hygiene and Industrial Services Pty Ltd, ABN 18 681 118 338, ACN 681 118 338, trading as ExteriorCare ("we", "us", "our").
Address: Australia.
Telephone: 0468 070 392.
Email: accounts@experthygieneservices.com.
2. These terms
These terms, together with our written quote, form the contract between us. If a quote and these terms disagree, the quote applies for that job.
Nothing in these terms takes away any right you have under the Australian Consumer Law. If any part of these terms would do that, that part does not apply.
3. Quotes
The prices published on this website, and any figure our online estimator gives you, are estimates based on typical Sydney homes and on the information you provide. They are not fixed prices, and the website says so wherever a figure appears.
We do not start work without a written quote and your acceptance. The quote lists what is included and the total price including GST. We send it by text message or email, usually after checking satellite images of your roof or the photos you send us, and work begins only after you reply accepting it.
All prices include GST. Quotes are valid for 30 days.
Quotes are free. We do not charge a call-out fee or a quote fee for attending to price a job.
4. If the price needs to change
If our crew finds something at the property that means the job will cost more than the quote — an extra storey, a much steeper roof, far more debris than described, a surface we were not told about — they will stop, tell you, and send you a revised written quote. They will not do the extra work until you accept the new figure.
You are never obliged to accept a variation. If you do not, we will do the work we quoted for, or leave, and you pay only for what was actually done.
5. Bookings, access and cancellation
You need to give us safe access to the areas to be cleaned at the agreed time. Please tell us in advance about locked gates, dogs, alarms, water restrictions, or anything else we need to know. For most services we need access to an outside tap; for driveways and paths, please move cars, bins and pot plants before we arrive.
If you need to change or cancel, please tell us at least 24 hours before the appointment. If you cancel with less notice, or nobody is there to give us access and we cannot start, we may charge a missed-appointment fee of $120. We will tell you before we charge it. This is not a quote fee.
If we have to cancel, we will tell you as soon as we can and rebook at a time that suits you.
6. Weather
We do not work on wet or windy roofs, and we do not soft wash when heavy rain is about to undo the work. If the weather makes a job unsafe or would spoil the result, we reschedule, tell you why, and there is no charge for the change.
7. After-hours work
Our after-hours rate is $200. It applies to work started after 6.00pm, on weekends and on public holidays.
It will be shown as a separate line on your written quote before you accept it. If it is not on the quote, we do not charge it.
8. Working at height and safety
Roof and gutter work carries a fall risk, and we run it accordingly: harnesses and anchor points or edge protection chosen for the roof, two-person crews where the roof calls for it, and a Safe Work Method Statement for work with a fall risk of more than 2 metres, as required for high-risk construction work in New South Wales.
If a section of roof, gutter or wall cannot be reached safely, we leave it, tell you, and record the reason in your job report rather than taking a risk. Please keep children and pets away from the work area and from any ladder or equipment while we are on site.
9. Cleaning products, water and your property
We use cleaning products according to their labels and can provide the safety data sheet for anything we use on your property on request.
Please tell us before the job if anyone at the property has asthma or allergies, is pregnant, or if there are babies, elderly people, pets, fish or birds, and tell us if you collect roof water in a tank. We will change what we use or how we apply it, divert tank downpipes, and pre-wet plants and surrounding surfaces. If you ask us not to use a product in a particular area, we will not use it there.
Where a job leaves a surface wet or a floor sealed, we will tell you before we leave how long to stay off it and give you any aftercare instructions in writing. Please follow them — the result may not last if you do not.
10. What we do not do
We clean and we report. We do not carry out roof restoration, re-bedding or re-pointing, gutter or roof repairs, painting, re-grouting, re-siliconing, tile replacement or electrical work, and we do not sell those services on the day.
Where we find a defect — a cracked tile, rusted guttering, loose or missing grout, failed silicone, a blocked stormwater line, nesting birds — we photograph it, include it in your job report, and leave it for you to have quoted by the right trade.
11. The condition of your property
We are not responsible for pre-existing damage, or for damage to things you have not told us about and that we could not reasonably have seen.
Some surfaces are fragile before we arrive: brittle or previously cracked roof tiles, failing pointing, flaking or aged paint, perished silicone, loose grout, rusted-through gutters, and timber that has already rotted. Cleaning can reveal these, and occasionally a surface that was already failing will fail during the work. Where we can see a risk before starting we will tell you and photograph it, and you can decide whether to go ahead.
12. Payment
We invoice after the job is finished and after you have received your job report. Payment is due within seven days. Our crews do not collect payment at your door, and they will never make leaving your property conditional on being paid.
Payment is by electronic funds transfer to the account shown on the invoice. We issue a receipt once payment is received.
If an invoice is not paid by the due date we may charge interest at the rate prescribed for judgment debts under the Civil Procedure Act 2005 (NSW), together with our reasonable recovery costs. We will write to you first.
13. Our guarantees
Where our written quote says a job carries a guarantee, these are the terms that apply to it:
- Gutter cleaning. If a gutter we cleaned overflows because of a blockage within 30 days of our visit, we come back and re-clean it at no charge. Blockages caused by a storm dropping new debris are not covered, but we will tell you honestly which it is, with photos.
- Cleaning work. If you are not happy with an area we cleaned, tell us within 48 hours with a photo and we will come back and redo it at no charge.
- Solar bird proofing. Where a quote includes a written warranty on bird proofing, it covers the mesh and our workmanship for the period stated on the quote. If birds get back in through our mesh we fix it at no charge. The warranty is not conditional on buying regular cleaning from us.
To make a claim, contact us at accounts@experthygieneservices.com or on 0468 070 392. You pay nothing to make a claim. A guarantee does not apply where the problem comes from work done by someone else, from a change to the property after our visit, or where written aftercare instructions were not followed.
The following words are required by law and are set out here in full:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Any guarantee we give is in addition to those rights, not instead of them.
14. Our liability
We are responsible for loss or damage we cause by failing to take reasonable care.
Apart from the rights you have under the Australian Consumer Law, which we cannot and do not exclude, our liability for any one job is limited to re-supplying the service or paying the cost of having it re-supplied, and we are not liable for indirect or consequential loss.
We are not responsible for pre-existing damage, for damage to items you have not told us about and that we could not reasonably have seen, or for debris, growth or staining that comes from a neighbouring property.
15. If something goes wrong
Tell us. Email accounts@experthygieneservices.com or call 0468 070 392. We will acknowledge your complaint within two business days and give you an answer within seven days.
If you are not satisfied you can contact NSW Fair Trading on 13 32 20 or at fairtrading.nsw.gov.au, or apply to the NSW Civil and Administrative Tribunal. Nothing in these terms stops you doing either.
16. Photos of your job
We photograph every job for your report, and those photos are part of your job record. We only publish a photo of your property — on this website, in a case study or on social media — if you have given us permission in writing. You can withdraw that permission at any time by emailing accounts@experthygieneservices.com, and we will remove the photos from anywhere we control.
17. Privacy
We collect your name, contact details, address and details about the job so that we can quote, attend and invoice. We do not sell your information. Our privacy policy explains what we collect, who we share it with, and how to ask for a copy or a correction.
18. Governing law
These terms are governed by the law of New South Wales, and the courts and tribunals of New South Wales have jurisdiction.