Terms and Conditions

Effective date: 21 July 2026

These Terms and Conditions apply to the website and cleaning services provided by Fresh Earth Cleaning Ltd.

Business details

Fresh Earth Cleaning Ltd
Website: www.freshearthcleaning.com
Phone: 022 671 2001
Address: 8 Portland Lane, Chartwell, Hamilton 3210

By requesting a quote, confirming a booking or using our services, you agree to these Terms and Conditions.

1. Our services

Fresh Earth Cleaning provides domestic, rental, office, deep and commercial cleaning services.

The exact work included in your service will be based on the quote, cleaning checklist, booking confirmation or other written agreement provided to you.

Services that are not specifically included in the quote may involve an additional charge.

2. Quotes

Quotes are based on the information provided by the customer, including the property size, condition, location and requested services.

We may change a quote if:

the information provided was incomplete or incorrect

the property requires substantially more work than reasonably expected

additional services are requested

there are access, health or safety issues

the condition of the property is different from what was described

We will discuss any material change in price with you before completing additional work wherever reasonably possible.

Submitting a quote request through our website does not confirm a booking. A booking is confirmed when we accept it and agree on the service details, date and price.

3. Prices and payment

All prices are in New Zealand dollars.

Prices include GST where applicable, unless the quote or invoice says otherwise.

Payment must be made by the due date stated on the invoice, quote or booking confirmation.

For some bookings, we may require a deposit or payment in advance. This will be explained before the booking is confirmed.

If an invoice is overdue, we may pause future services until the outstanding amount is paid. Reasonable debt collection costs may be added where permitted by law.

4. Access to the property

The customer must arrange safe and reasonable access to the property at the agreed time.

This may include providing:

keys, access codes or alarm instructions

parking information

permission to enter the property

details about pets or security systems

access to electricity and running water

If we cannot access the property, a cancellation or call-out charge may apply if this was explained in the quote or booking confirmation.

We will take reasonable care of keys, access codes and security information provided to us.

5. Customer responsibilities

Before the cleaning service begins, the customer should:

remove valuable, fragile or irreplaceable items

put away important documents, cash and jewellery

advise us of delicate or damaged surfaces

advise us of known hazards

secure aggressive or unsafe pets

provide accurate information about the property and required work

make sure the property is safe for our team to enter and work in

We are not responsible for damage caused by an existing fault, normal wear and tear, unstable items, poor installation, defective materials or conditions that were not reasonably visible.

6. Services not normally included

Unless agreed in writing, a standard clean may not include:

cleaning inside cupboards, drawers or appliances

carpet steam cleaning

exterior window cleaning

mould or specialist contamination treatment

pest removal

hazardous or biohazardous waste

lifting heavy furniture or appliances

work at unsafe heights

building or repair work

removal of large amounts of rubbish

Please confirm any special cleaning requirements when requesting your quote.

7. Cleaning products and equipment

We may provide our own cleaning products and equipment.

The customer must tell us before the service if anyone at the property has an allergy, sensitivity or specific product requirement.

We cannot guarantee that every product will be suitable for every surface unless the customer gives us accurate information about the surface or manufacturer’s care instructions.

8. Cancellations and changes

Please give us at least 24 hours’ notice if you need to cancel or reschedule a booking.

A reasonable late cancellation fee may apply where less than 24 hours’ notice is given, particularly where staff time has already been reserved or travel costs have been incurred. Any applicable fee should be stated in the quote or booking confirmation.

We may cancel or reschedule a service due to staff illness, unsafe conditions, severe weather, vehicle problems or other circumstances outside our reasonable control. We will contact you as soon as reasonably possible.

9. Regular cleaning services

Regular cleaning services will continue at the agreed frequency until the customer or Fresh Earth Cleaning ends the arrangement.

Either party may end a regular cleaning arrangement by giving reasonable notice. Any completed services and outstanding invoices must still be paid.

Prices for regular services may be reviewed if the service requirements, property condition, costs or frequency change. We will advise you before a new price applies.

10. Satisfaction promise and complaints

We aim to complete every service carefully and to the agreed standard.

If something important has been missed, please contact us within 24 hours of the service and provide reasonable details or photographs where possible.

We will review the issue and, where appropriate, arrange to return and correct the missed work within a reasonable time.

Our 24-hour satisfaction promise is an additional service promise. It does not remove or limit any rights you may have under the Consumer Guarantees Act 1993 or other New Zealand law.

11. End-of-tenancy cleaning

We will complete end-of-tenancy cleaning according to the services listed in the quote or checklist.

We cannot guarantee that a landlord, property manager or tenancy tribunal will approve the property or return a rental bond. Bond decisions may depend on matters outside our control, including property damage, maintenance, carpet condition and tenancy obligations.

This does not affect your rights if our cleaning service does not meet the standards required by New Zealand consumer law.

12. Damage and loss

We will take reasonable care while working at the property.

Please report any suspected damage or loss as soon as reasonably possible after the service. You should provide details and supporting photographs where available.

We are not responsible for:

pre-existing damage

ordinary wear and tear

damage caused by unstable, defective or poorly fitted items

items that were not secured or disclosed as fragile

indirect or consequential business losses, to the extent permitted by law

Nothing in these Terms excludes or limits liability that cannot legally be excluded under New Zealand law.

13. Health and safety

We may refuse, stop or postpone work if we reasonably believe that the property or requested task is unsafe.

This may include properties containing hazardous materials, exposed needles, human or animal waste, illegal substances, aggressive animals, unsafe electrical systems, structural hazards or serious pest infestations.

The customer may still be responsible for reasonable costs already incurred before the safety issue was identified.

14. Website information

We try to keep the information on our website accurate and current. However, website content is general information and may change without notice.

Photos on the website are examples only. Actual results may vary depending on the condition, age, materials and previous maintenance of the property.

You must not copy, reproduce or commercially use our website content, branding, photographs or written material without our permission.

15. Consumer rights

Nothing in these Terms is intended to exclude, restrict or modify any rights or remedies that cannot be excluded under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.

Where services are obtained for business purposes, the parties may agree in writing that the Consumer Guarantees Act does not apply where the law allows this.

16. Privacy

Personal information collected through our website, quotes and cleaning services will be handled in accordance with our Privacy Policy and the Privacy Act 2020.

17. Changes to these Terms

We may update these Terms and Conditions from time to time.

The latest version will be published on our website. Changes will apply to bookings made after the updated Terms are published, unless otherwise agreed or required by law.

18. Governing law

These Terms are governed by the laws of New Zealand.

Any dispute will be dealt with under New Zealand law and through the appropriate New Zealand court, tribunal or dispute resolution process.

19. Contact us

For questions, complaints or booking enquiries, contact:

Fresh Earth Cleaning Ltd
Phone: 022 671 2001
Address: 8 Portland Lane, Chartwell, Hamilton 3210
Website: www.freshearthcleaning.com