Terms & conditions
These Terms & Conditions (“Terms”) govern the provision of rope access and exterior cleaning services (including but not limited to window cleaning, roof cleaning, gutter cleaning, and driveway/pathway pressure washing) by Rope Access Melbourne (“we”, “us”, “our”) to any person or business who books, requests, or receives our services (“you”, “the Client”). By booking a service with us, you agree to be bound by these Terms.
1. About our services
1.1 We provide exterior cleaning services using rope access and/or ground-based equipment, including window cleaning, roof and gutter cleaning, pressure washing of driveways and pathways, and related exterior maintenance services.
1.2 Rope access work is carried out by trained and, where required, certified technicians in accordance with relevant Australian safety standards and codes of practice for work at height.
1.3 Quotes are based on the information provided by the Client (property size, access, number of storeys, surface type, etc.) and on our own assessment where a site visit or photos have been provided. The final price may be adjusted if the actual condition or accessibility of the property differs materially from what was described or assessed.
2. Bookings, quotes and cancellations
2.1 A booking is confirmed once we provide written confirmation (via email, SMS, or other agreed method), whether or not a deposit has been paid.
2.2 Quotes are valid for 30 days from the date of issue unless otherwise stated.
2.3 We ask that cancellations or rescheduling be made at least 24 hours before the scheduled appointment. Cancellations made with less notice, or “no access” on the day (see clause 5), may incur a call-out fee of up to [Insert Amount/Percentage].
2.4 We reserve the right to reschedule an appointment due to weather, safety concerns, equipment issues, or circumstances beyond our reasonable control. We will make reasonable efforts to notify you as soon as practicable and to offer an alternative date.
3. Weather and safety-related delays
3.1 Rope access and roof/gutter work is inherently weather-dependent. Services may be postponed or suspended where wind, rain, storms, extreme heat, or other conditions make the work unsafe, in our reasonable judgement.
3.2 Safety is our priority. Our technicians may pause or decline to carry out work, or a specific part of work, if in their professional judgement conditions (weather, structural integrity, roof condition, access, or otherwise) present an unacceptable risk. This is not a breach of these Terms and does not entitle the Client to compensation beyond rescheduling the affected work.
4. Access and site conditions
4.1 The Client must ensure safe and reasonable access to the property, including any relevant gates, keys, alarm codes, or permissions, and must disclose any known hazards (e.g. Fragile roofing, asbestos, unstable structures, aggressive pets, electrical hazards) before the appointment.
4.2 Where access cannot reasonably be obtained on the scheduled date due to circumstances within the Client’s control (e.g. Locked premises, no one present, obstructed access), a call-out or rescheduling fee may apply as set out in clause 2.3.
4.3 The Client is responsible for securing or removing fragile, valuable, or loose outdoor items (pot plants, furniture, decorations, vehicles) from the work area before our arrival.
5. Pets and vehicles
The Client is responsible for the safe containment of pets during the appointment. We are not liable for any damage or injury arising from pets that are not properly contained. Vehicles should be moved away from driveways or areas requiring pressure washing unless otherwise agreed.
6. Satisfaction and complaints
6.1 We aim to deliver a high standard of workmanship on every job. If you are not satisfied with the service provided, please notify us within 48 hours of completion so that we can inspect the work and, where appropriate, arrange a re-clean at no additional cost.
6.2 Complaints raised outside this timeframe, or relating to conditions that arise naturally after completion (e.g. New dust, pollen, bird droppings, or weather-related marks), will be assessed on a case-by-case basis and may not qualify for a free re-service.
7. Photography and marketing
We may take before-and-after photographs or videos of completed work for quality control, training, and marketing purposes (including our website and social media). Images will not identify the property address or Client personal details unless we have your prior written consent. You may opt out of this by notifying us in writing before your appointment.
8. Privacy
We collect and handle personal information in accordance with our Privacy Policy and the Australian Privacy Principles under the Privacy Act 1988 (Cth). Personal information provided to us is used solely for the purpose of providing and improving our services.
9. Recurring and commercial services
For clients with recurring service agreements (e.g. Quarterly window cleaning), the terms of frequency, pricing, and cancellation will be set out in a separate service agreement, which operates alongside these Terms. Either party may terminate a recurring agreement with [Insert Notice Period] written notice.
10. Force majeure
We will not be liable for any delay or failure to perform our obligations where this is caused by circumstances beyond our reasonable control, including but not limited to extreme weather, natural disasters, government restrictions, or supply issues.
11. Changes to these terms
We may update these Terms from time to time. The version published on our website at the time of booking will apply to that booking.
