These Terms of Service (“Terms”) form a binding agreement between you and Ferah Fresh (“we”, “us”, “our”). By using our website, booking a service, or accepting cleaning from us, you agree to these Terms.
1. Agreement
By submitting a booking at ferahfresh.com, saving a payment method, or accepting a clean at your property, you agree to these Terms and to our Privacy Policy and Cancellation & Refund Policy. If you do not accept these Terms, please do not use our service.
2. Services
Ferah Fresh provides premium residential deep cleaning services across the Greater Melbourne metropolitan area. Services include standard deep cleans, large home deep cleans, move-in and move-out cleans, and recurring weekly or fortnightly cleans. The scope of each booking is defined by the property details, room counts, and any add-ons you select during booking.
We reserve the right to decline or discontinue a booking if the property, access, or conditions differ materially from what was described, or if safety cannot be reasonably assured.
3. How payment works
All bookings made through ferahfresh.com follow the same payment flow:
- At booking. We save your payment card securely with Stripe (our PCI-compliant payment processor). Nothing is charged at this point. We do not see or store your full card number — only a Stripe token.
- 72 hours before your appointment. We email you a payment link. You complete payment for the full booking amount.
- 48 hours before your appointment. Payment must be received by this point. If it has not been received by the deadline, the booking is automatically cancelled and the slot is released. Your card is not charged in that case.
- On the day. Our team arrives at the scheduled time. Funds are already held with us.
You authorise us to charge the saved card for the full quoted amount when the payment link is completed, or if an admin charges it on your behalf with your prior agreement.
4. Pricing
All prices are in Australian Dollars (AUD) and include GST. Quoted prices are based on the property details and options you enter at booking. The Opening Special is a limited-time promotional discount available to new customers while we build our reputation; we may end or vary the promotion at any time without notice (existing confirmed bookings remain at the quoted price).
If on arrival the property is materially different from what was described (for example, significantly more rooms, hoarding, heavy biohazard, or unusual access requirements), we reserve the right to re-quote or decline the service. We will always speak with you before making any change to the price.
5. Cancellations & rescheduling
Full terms are set out in our Cancellation & Refund Policy. In short:
- Cancel before payment is made: free, no charge. You can cancel via the link in your booking confirmation email.
- Cancel after payment is made: a 50% cancellation fee applies. The remaining 50% is refunded to your original card within 5–10 business days.
- No-show on the day: no refund. Our team has already been allocated and travelled.
- If we cancel: full refund, always.
6. Client accounts
You can book as a guest (email only) or sign in via a one-time sign-in link we email you through Supabase Auth. No passwords, ever. If you sign in, your bookings are linked to your account so you can see history and upcoming appointments at /account. Signing in does not change any of the other terms in this document.
7. Access & safety
You must provide safe and legal access to the property at the scheduled time. This includes (where relevant) keys, lockbox codes, building access, and parking. If the property is inaccessible, unsafe, or presents conditions our team cannot reasonably work in, including aggressive animals, hazardous substances, structural issues, or a lack of running water or electricity, we may decline to start or leave mid-clean, and the no-show policy may apply.
We ask that you secure valuables and inform us of any fragile, antique, or high-value items that require special care.
8. Property & liability
Ferah Fresh carries public liability insurance covering every job. If you believe we have caused damage during a clean, you must notify us in writing at hello@ferahfresh.com within 48 hours of the service. We will investigate promptly and, where we are at fault, repair or compensate the direct loss.
To the extent permitted by law, our total liability in connection with any booking is limited to direct property damage caused by our negligence, capped at the value of the service. We are not liable for indirect or consequential loss. Nothing in this clause limits rights that cannot be excluded under the Australian Consumer Law.
9. Our 100% satisfaction guarantee
If you are not happy with a specific area we have cleaned, tell us within 24 hours of the service and we will return at no cost to re-clean the specific issue. This guarantee covers quality of work. It is a re-service promise, not an automatic entitlement to a refund. See our Refund Policy for refund conditions.
10. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Nothing in these Terms limits your non-excludable rights under the ACL. Where our liability for breach of a non-excludable guarantee can be limited, we limit it to re-supplying the service or refunding the price paid, at our option.
11. Termination
Either party may end the customer relationship at any time. Any services already completed or scheduled within the cancellation windows above remain payable. For recurring bookings, you may pause or cancel future visits at any time by emailing us or cancelling from your account.
12. Changes to these Terms
We may update these Terms from time to time. Changes take effect when posted to ferahfresh.com. For significant changes that affect existing bookings, we will contact you by email. Continued use of the service after changes means you accept the updated Terms.
13. Governing law
These Terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria.
14. Contact
- Email: hello@ferahfresh.com
- Ferah Fresh, Melbourne VIC, Australia, ABN: 42 839 638 864