Tile and Grout Pro Pty Ltd  and associated companies - Terms and Conditions 

Tile and Grout Pro Pty Ltd, also known as Tile and Grout Pro, is a premium provider of maintenance and restoration services that strives to offer the highest level of service to clients throughout Australia. Before booking our services, we strongly recommend that prospective clients become familiar with our Terms and Conditions, which include our Complaints Policy. Tile and Grout Pro reserves the right to modify any part of these Terms and Conditions without notice by publishing them on our website. By ordering any Tile and Grout Pro services, whether by telephone, e-mail, fax, through our website, app, or any other digital request, the Client is deemed to have read and be bound by these Terms and Conditions.

Services

1. All service orders are subject to a minimum call-out charge of $150.00 + GST.

2. All bookings that proceed to have a minimum service charge of $500 + GST, the exception to this being onsite inspections.
3. Onsite Inspections are charged at $150 + GST, should a test patch be requested this would come under the minimum service charge. 

4. All services discussed, quoted, actioned by the Client, or disputed are to be considered as general advice only. Any future damages, liabilities, loss, and/or injuries are not considered the liability of Tile and Grout Pro, as we are not an advisory service.

5. Tile and Grout Pro reserves the right to amend the initial quote estimate should the Client's original requirements change.

6. Any difference in excess of 10% of the initial quote value will be discussed with the Client before starting the work.

7. If any sealing services are requested, a minimum 4-hour period must be allowed before any physical contact can be made with the sealed areas. Sealer can take up to 24 hours to fully cure, meaning that the areas sealed must not be exposed to high risk contact (i.e. shoes, furniture, water) until at least 24 hours after job completion. Any disturbance within this period made by the Client or any third party is not the liability of Tile and Grout Pro. If the Client or any third party has damaged the sealed area by any means, Tile and Grout Pro is not liable for the repairs to the sealed area.

8. In the case that Tile and Grout Pro deems this 24 hour window to be interrupted (i.e. rain forecast),  it is at their discretion to amend said service date(s) and/or time(s) to prevent spoiling the product.  If a sealer has been inappropriately applied by Tile and Grout Pro technicians, we will arrange the removal of the sealer where possible before applying the most appropriate sealer.
   
   

9. Any charges, e.g. metro congestion charges, road tolls, and/or parking, will be added to the Client's invoice unless a prior agreement has been made.

10. If the Client's premises are above the third floor of a building and there is no lift access, an additional charge of $10 will apply for all or part thereof each $100.00 (rounded up to the nearest hundred) increment of the service fee. For example, a total service fee of $550.00 + GST will incur an additional $60.00 + GST Access Charge.

11. Tile and Grout Pro reserves the right to discontinue the job if upon inspection, it is found that the material is not suitable for the prescribed services or abilities of Tile and Grout Pro technicians. Tile and Grout Pro will discontinue a service request if, for example, water and/or power is not available, there is interference in the prescribed area(s) from the Client or any third party, or the material is the wrong type as described from when the client booked. These may trigger when

a. Water and/or power is not available,
b. There is interference in the prescribed area(s) from the Client or any third party,
c. The material is the wrong type as described from when the client booked,
d. These may trigger the full amount of booked services payable to Tile and Grout Pro.

    12. When completing any wet works there is a risk that some tiles may lift if there is a pre-existing condition with the tiles and/or the adhesive beneath. By accepting this estimate you understand that Tile and Grout Pro will not be  held liable for any damage caused during our works relating to such issues.

Payments:

1. Tile and Grout Pro accepts payments through Visa, MasterCard, and Electronic Funds Transfer (EFT) for balance, but not for the deposit. We do not accept American Express and Cash Payment

2. Please note that we do not share any client credit card information with any third party.

3. By engaging our services, the client agrees and authorises Tile & Grout Pro to charge any outstanding amount owed for the services provided, including parking and/or traffic congestion charges fees (if any), up to the total amount of the booked services to the debit/credit card provided by the client.

4. Private and/or Residential contracted services require payment or receipt of payment immediately upon completion, while Commercial and/or Third-Party contracted services require payment or receipt of payment immediately upon completion.

5. For bookings with a value of $3000+GST and below, a $150+GST booking fee is required to secure the booking, which is to be paid by credit card. The balance must be paid upon the services being deemed completed by Tile and Grout Pro and the customer. For bookings $3000+GST and above, a $500+GST Credit Card deposit is required. Any booking exceeding $10000+GST will require an appropriate deposit, which will be discussed.

6. Please note that bank transfers will not be accepted as a form of deposit. Should a bank transfer be received prior to the job, this amount will be taken off the final invoice for the works, but a credit card deposit is still required.

7. For all services contracted by an individual or company deemed by Tile and Grout Pro to be acting for, or on behalf of, a Real Estate Agent, Builder, Strata, Construction Company, Cleaning Company, Tiler and/or service related works, an approved work order or written confirmation from said agent must be submitted in writing via email or SMS to Tile and Grout Pro. In addition, a 50% Credit Card deposit payment of the quoted service fee is required prior to services commencing. The balance is to be paid within five (5) business days upon the services being deemed completed by Tile and Grout Pro.

8. The client understands that any 'late payments' may be subject to additional charges deemed applicable by Tile and Grout Pro.

9. If payment has not been received after ninety (90) days following the service being completed, the outstanding invoice will be passed to a collections agency and/or the appropriate government body, with an additional charge of 20% added to the current outstanding balance. The Client agrees as part of this contract to pay this sum, which represents our reasonable costs in collecting the unpaid amounts.

10. All payments are to be in Australian dollars.

 

Complaints Policy and Procedure

 

At Tile and Grout Pro, we strive to provide exceptional customer service to our clients. As part of this commitment, we handle complaints and queries in a timely and procedural manner to ensure a positive outcome for our customers. Our Complaints Policy and Procedure, which are part of our Terms and Conditions, outline the conditions of service, scope of responsibility for both ourselves and our clients, and the complaints procedure. It is important that clients familiarise themselves with these policies before booking our services, as some issues may be beyond our control or may not be covered

Below is our Complaints Policy which sets out conditions of service, scope of responsibility for both ourselves and our clients, and the complaints procedure. We encourage our clients to read and make themselves familiar with these before they book our services. By booking our Services we deem clients to have read and accepted this policy

1. We require clients to report poor service, breakage/damage, and/or theft within 48 hours of completion of the job. Failure to report within this timeframe will not entitle the client to any refunds.Tile and Grout Pro also requires the presence of the client or their representative at the beginning and end of the tile maintenance session to ensure an inspection is carried out, and any necessary corrections are made on the same day.

2.  If a client is not completely satisfied with our tile maintenance services, we will redo any areas and items before the completion of the service on the same day.

3. To ensure that all fragile and breakable items are secured or removed, we exclude liability for cash, jewellery, items of sentimental value, art, and antiquesIf a client schedules a site inspection, it must be scheduled to commence no later than 48 hours after the job has been completed. Tile and Grout Pro will not accept a complaint based on a site inspection report filed more than 48 hours after the job has been completed.

4. Tile and Grout Pro Pty Ltd will not accept a complaint based on a site inspection report, filed more than 48 hours after the job has been completed.

5. Key replacement/locksmith fees are paid only if the keys are lost by our technician(s) with a liability limit of $30 per household.

6. Complaints are only able to be accepted in writing by email to: complaints@tilecleaners.com.auand must include: 

i. The booking or invoice number

 ii. A detailed description of why you are not satisfied with the work, 

iii. Pictures of the problem.

iv. Your proposed resolution.

v. Dates available for possible rectification.

7. Complaints cannot be accepted via telephone (due to record keeping requirements and the need for accuracy).

8. Tile and Grout Pro will send an acknowledgement email to clients upon receipt of your complaint within 24 hours. If you do not receive an acknowledgement email please resend your complaint including all relevant details and pictures.

9. After you receive an acknowledgement email it may take up to 5 working days to conduct an investigation, and respond in detail, however we will

10. endeavour to fix the problem as soon as possible.

11. Tile and Grout Pro when providing our services always aim for a "best result",however Clients are asked to be aware of some of the limitations which are

common to all our service operations. For example:

a. Tiles often will not have a consistent appearance after cleaning by reason of differences in wear and tear.

b. Sunlight may cause fading in areas of the tiles which cleaning will not rectify.

c. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely.

d. Any pre-existing scratches or scrapes will not be removed by cleaning alone, as these will require stonemasonry services such as polishing or honing which we can provide for an additional fee.

12. Damage: In the event of damage being caused by Tile and Grout Pro we will try to repair the item/s. If the item/s cannot be repaired Tile and Grout Pro will rectify the problem through its insurance company by crediting the Client with the item/s value if it is proven to be by our technician(s). Tile and Grout Pro technicians may need to revisit the job site to file a report to the insurance company.

13. All jobs must be fully paid before any repairs or claims can be made.

14. Tile and Grout Pro accepts no responsibility for delays for a visit due to traffic congestion, postponed service due to broken equipment, job not completed

15. due to lack of water and/or power, and suitable materials and/or equipment not in full working order as provided by the Client, a third party entering or present at Client’s premises obstructing the job process, and/or accidental damages up to the value of $100.

16. We greatly value our customers' feedback and encourage clients to submit as much detail, information, pictures and suggestions as practical when filing a complaint – this helps us to work towards a mutually successful resolution of the complaint which is in the best interests of all.

Insurance

1. Tile and Grout Pro Pty Ltd maintains a comprehensive Public and Employer's Liability insurance policy. This policy provides coverage for accidental damages caused by a Tile and Grout Pro technician, reported within 24 hours of the service date.

2. It is important to note that the insurance cover does not extend to any items that may break down or stop working at any time, including but not limited to appliances such as dishwashers, washing machines, ovens, cookers, extractor fans, fridges, freezers, and bathroom appliances or any associated fixtures or furnishings, the instability of which the Client is already aware of. In such cases, it is the Client's responsibility to inform Tile and Grout Pro or our technician about any poorly fixed or non-functioning appliances.

3. Tile and Grout Pro Pty Ltd also reserves the right to refuse to share any confidential internal company documents, information, or other data.

Client Satisfaction

Tile and Grout Pro Pty Ltd is committed to providing satisfactory services to all clients. However, if the client is not satisfied with the service provided, they can file a complaint within 48 hours of job completion. In such cases, Tile and Grout Pro reserves the right to return a technician and re-do any areas or items that do not meet the client's expectations. It is important to note that the client must allow the technician to return and should be present at all times during the return visit. Tile and Grout Pro Pty Ltd also reserves the right to return a technician any number of times at their discretion.

 

Cancellation

1. If the client needs to cancel a scheduled cleaning job, they can do so up to forty-eight (48) hours prior to the scheduled appointment without losing their deposit.

2. However, if there is a lock-out resulting in our technicians being turned away, no one available at the premises to provide access, no water and/or power available at Client’s premises, or problems with Clients keys and or locks, or other methods of access, the client agrees to surrender their deposit as a cancellation fee.

3. If keys or access codes are provided, they must open the lock without any special efforts or skills.

4. If an initial deposit has been paid to Tile and Grout Pro Pty Ltd, the client agrees that deposit funds may be used to cover the cancellation fee.

After Cancellation of Service

By entering into a service agreement with Tile and Grout Pro Pty Ltd, the client agrees not to hire or use any services provided by a present or past technician introduced to them by Tile and Grout Pro after the termination of the service. If the client wishes to hire or use the services provided by such a technician, they must pay a referral fee of $6,000.00.

The relevant Australian law shall govern these terms and conditions, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of Australia. Tile and Grout Pro Pty Ltd reserves the right to make any changes to any part of these terms and conditions without prior notice.

Information We Collect

Personal Information

We collect Personal Information, such as your name, username, email address, mailing address, phone number, photo (if you choose to provide it), and other personally identifiable information when you sign up for or use the Services. We will only collect Personal Information which is reasonably necessary for our business activities. Specifically, Tile and Grout Pro may request that Contractors provide: (i) first and last name, (ii) email address, (iii) mailing address, (iv) phone number, (v) bank account number and routing number, and (vi) address of the bank account holder. Tile and Grout Pro may request that Customers provide: (i) first and last name, (ii) email address, (iii) mailing address, (iv) phone number, (v) tile and grout preferences, and (vi) payment account information such as a credit card number with the name as shown on the card and billing zip or postal code, expiration month and year, and CVV2. If you choose not to provide the requested information, you may not be able to use some or all of the features of the Services.

Transactional Information

We also collect transaction details related to your use of the Services, including the service requested, date, time, and location where the service was provided, amount charged, and other related transaction details.

Device and Location Data

Our App may collect certain additional information automatically, including but not limited to, the type of mobile device you use, your mobile device’s unique device ID, the IP address of your mobile device, your mobile operating system, and the type of mobile Internet browsers you use. We may use GPS technology to determine your current location if you allow it.

Usage Data and Activity

We collect and aggregate information about the use of our Website or Apps that doesn't directly identify you ("Usage Data"). This helps us to consider new features or otherwise tailor or enhance our Services.

Cookies and Web Beacons

We use cookies and Web beacons to improve your experience on our Site.

How We Collect and Hold Your Personal Information

We may collect your Personal Information:

• Through the Website
• Through the App
• Through our social media pages
• By telephone, mail, or email
• Through surveys, promotions, or events

We may hold your Personal Information in electronic or hard copy records or those of our third-party service providers.

Purposes for Using and Sharing Personal Information

We may use your Personal Information to provide and improve our Services, administer your account, process payments, facilitate communications between Customers and Contractors, and for other listed purposes.

Service Providers

We may share your Personal Information with our Service Providers, who are required to protect your information and use it only for the services they are performing for us.

Interest-Based Advertising

We may use third-party companies for advertising. We do not share your Personal Information with third parties for direct marketing unless you consent.

Compliance and Law Enforcement

We may disclose Personal Information to comply with Australian laws or respond to law enforcement requests.

Security Measures

We use reasonable measures to protect your information, although no method is 100% secure.

Links and Third Parties

We are not responsible for third-party websites even if we link to them, and you should read their privacy policies.

Request data deletion

To request the deletion of your personal data, please follow these steps:

1. Go to your profile page and click on "Profile".
2. From menu click on "Delete Account"
3. Confirm your action by clicking on "Yes, I want to delete my account"

Please note that once your account is deleted, all of your personal data will be permanently erased from our systems and cannot be recovered. If you have any questions or concerns about the deletion of your data, please contact us at (https://bookings.tilecleaners.com.au/customerPortal/tilecare/1/contactUs)