1. ACCEPTANCE OF TERMS

By booking any service with East2West Property Maintenance, you (“the Client”) agree to be bound by these Terms and Conditions in full.

These terms apply to all services rendered by East2West Property Maintenance, including but not limited to Property Maintenance, Pressure Washing, Driveway Cleaning, Exterior Cleaning, Gutter Cleaning, Window Cleaning, Property Presentation Services, End of Lease Services, Commercial Property Maintenance, and related maintenance services.

If you do not agree to these terms, please do not proceed with your booking.

2. BOOKINGS & CONFIRMATION

2.1

All bookings must be confirmed in writing via email, SMS, or other approved communication channels before the service date.

2.2

East2West Property Maintenance reserves the right to decline or cancel any booking at its discretion.

2.3

Any changes to the booking (date, time, property access, scope of work) must be communicated at least 24 hours in advance.

2.4

A booking is only confirmed once the Client receives written confirmation from East2West Property Maintenance.

3. CLIENT RESPONSIBILITIES — PROPERTY ACCESS & UTILITIES

3.1

The Client is fully responsible for ensuring that the property is accessible and ready for service at the agreed date and time.

3.2 Electricity & Power Supply — Client Obligation

The Client must ensure that electricity (power supply) is fully functional and available at the property at the time of the scheduled service.

East2West Property Maintenance uses professional equipment and machinery that may require a working power supply to complete the service.

3.3 Failed Visit Due to No Power, Water or Access

If our team arrives at the property and is unable to carry out the service due to the absence of electricity, water, property access, or any other requirement within the Client’s control, the visit will be treated as a failed visit at no fault of East2West Property Maintenance.

East2West Property Maintenance will not charge for the failed visit.

However:

• The Client is solely responsible for rescheduling the appointment.
• Any rescheduled booking will be subject to team availability.
• A new booking date may be allocated based on scheduling availability.

East2West Property Maintenance accepts no liability for any losses, delays, costs, or damages arising from a failed visit caused by the Client’s failure to ensure utilities or property access.

3.4

In the event of repeated failed visits due to the same issue, East2West Property Maintenance reserves the right to cancel the booking without any obligation to reschedule at the same quoted price.

3.5

The Client must ensure that personal belongings, fragile items, vehicles, equipment, and valuables are secured or removed from the work area prior to commencement of services.

East2West Property Maintenance accepts no liability for items left within the service area.

4. PRICING & PAYMENT

4.1

All prices quoted are in Australian Dollars (AUD) and are based on information provided by the Client at the time of booking.

4.2

Quotes are estimates only. The final price may vary if the actual condition, size, accessibility, or scope of the property differs significantly from what was described during booking.

4.3

East2West Property Maintenance reserves the right to revise the quote following inspection of the property before or during the service.

4.4

Full payment is due upon completion of the service unless otherwise agreed in writing.

4.5

Late payments may attract administration or recovery costs. East2West Property Maintenance reserves the right to pursue outstanding payments through legal or debt recovery channels.

5. SATISFACTION GUARANTEE & RE-SERVICE POLICY

5.1

East2West Property Maintenance takes pride in the quality of its workmanship. If the Client is not satisfied with the outcome, a re-service of the disputed area(s) may be arranged subject to the conditions below.

5.2 Re-Service Window — 3 Days Only

All re-service requests must be submitted within 3 calendar days (72 hours) of service completion.

Requests made after this period will not be accepted.

5.3

All requests must be submitted in writing to:

booking@east2westpropertymaintenance.com.au

and include:

• Original booking date
• Property address
• Description of the concern
• Supporting photographs where applicable

5.4

If deemed valid, East2West Property Maintenance will arrange a re-service at the next available opportunity.

The re-service will apply only to the specific area(s) identified in the original complaint.

5.5 Re-Service Requests Will Not Be Accepted Where:

• The property has been altered, used, occupied, or accessed by third parties after service completion.
• The issue relates to work outside the agreed scope.
• The complaint is raised after 72 hours.
• The result was affected by pre-existing conditions, damage, deterioration, or circumstances communicated at the time of service.

6. REFUND POLICY

6.1

East2West Property Maintenance does not offer monetary refunds for completed services.

6.2

Where a genuine issue is identified and a valid re-service request is received within the required timeframe, a complimentary re-service will be provided as the sole remedy.

6.3

No refunds will be issued under any circumstances once services have been completed, including but not limited to:

• Change of mind
• Complaints raised outside the required timeframe
• Issues caused by pre-existing property conditions
• Outcomes affected by circumstances beyond our control

7. PROPERTY MAINTENANCE & SERVICE-SPECIFIC CONDITIONS

7.1

East2West Property Maintenance provides services to professional industry standards.

However, we do not guarantee specific outcomes where results are affected by factors beyond our control, including age, condition, weathering, deterioration, staining, structural defects, or previous workmanship.

7.2

The outcome of inspections conducted by property managers, landlords, tenants, building managers, councils, or third parties is outside our control.

7.3

Where a re-service is required, only the specific areas identified will be reviewed.

7.4

East2West Property Maintenance accepts no liability for items or concerns outside the originally agreed scope of work.

8. PRESSURE CLEANING & EXTERIOR CLEANING CONDITIONS

8.1

Results depend on the age, material, condition, and maintenance history of the surface being treated.

8.2

While every reasonable effort will be made to achieve the best possible result, East2West Property Maintenance does not guarantee complete removal of:

• Oil stains
• Rust stains
• Paint marks
• Deeply embedded mould
• Efflorescence
• Chemical damage
• Permanent discolouration
• Surface deterioration

8.3

Certain surfaces may reveal pre-existing damage once cleaned. East2West Property Maintenance accepts no responsibility for such conditions.

9. STUBBORN STAINS & SURFACE LIMITATIONS

9.1

Certain stains and defects may be difficult or impossible to fully remove, including:

• Oil and grease stains
• Rust marks
• Paint and chemical stains
• Deep mould contamination
• Mineral deposits
• Weathering damage
• Surface etching
• Permanent discolouration

9.2

We will always make reasonable efforts to achieve the best possible outcome.

9.3

Where limitations are identified, the Client may be informed before or during service.

9.4

East2West Property Maintenance accepts no liability where stains, marks, or defects cannot be fully removed due to their nature.

9.5

A re-service request based solely on an identified permanent stain or defect will not be considered a valid claim.

10. CANCELLATION POLICY

10.1

Cancellations must be made at least 24 hours prior to the scheduled service.

10.2

Cancellations made with less than 24 hours’ notice may incur a cancellation fee of up to $80 AUD.

10.3

Same-day cancellations and no-shows may incur the full cancellation fee.

11. LIABILITY & LIMITATIONS

11.1

East2West Property Maintenance’s liability is limited to the value of the service provided.

11.2

We accept no responsibility for indirect, consequential, incidental, or special damages.

11.3

East2West Property Maintenance is not responsible for pre-existing damage, deterioration, wear and tear, structural defects, or hidden issues.

11.4

Any claim relating to alleged damage caused during service must be submitted in writing within 24 hours of service completion.

Claims made after this period may not be considered.

12. PRIVACY

12.1

East2West Property Maintenance collects and uses Client information solely for the purpose of providing services and managing bookings.

We do not sell or disclose personal information to third parties for marketing purposes.

13. GOVERNING LAW

13.1

These Terms and Conditions are governed by the laws of Victoria, Australia.

Any disputes arising from these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of Victoria.

14. CONTACT

For any questions, service concerns, re-service requests, or general enquiries, please contact:

East2West Property Maintenance
Melbourne, Victoria, Australia

📧 booking@east2westpropertymaintenance.com.au

By proceeding with a booking, the Client confirms that they have read, understood, and agreed to these Terms and Conditions.