Terms of Service

One Call Done (OCD) ABN: 59 645 934 121

These Terms of Service ("Terms") govern the provision of commercial cleaning, pest management, and carpet cleaning services (the "Services") by One Call Done ("we", "us", "our") to our clients ("you", "your"), and the use of our website. By requesting a quote, booking a service, or using this website, you agree to be bound by these Terms.

Service Terms

1. Cancellation Policy

We understand plans change, but late cancellations affect our ability to schedule other clients.

Cancellation notice: Please notify us as soon as possible if you need to cancel or reschedule a booking.

Rescheduling: Please give us at least 48 hours' notice to avoid a cancellation fee.

Cancellation fees:

Less than 48 hours' notice: 25% of the quoted amount

Less than 24 hours' notice: 50% of the quoted amount

Less than 4 hours' notice: 100% of the quoted amount

Waiver: In genuine emergencies, we may waive the fee on a case-by-case basis — contact us as soon as possible if you believe this applies to you.

Payment: Cancellation fees will be invoiced or deducted from any prepayment made.

[Client to confirm: are these fee percentages/notice windows accurate for your business, or would you like different terms?]

2. Right to Refuse or Cancel Services

We reserve the right to refuse or cancel a service for any reason, including where:

Our team feels threatened, unsafe, or uncomfortable for any reason

The condition of the property is materially different from what was described

The job requested is materially different from what was described

The maximum scheduled time cannot reasonably complete the requested work

We are under no obligation to inform clients when a refusal of service has been invoked, but we will endeavour to do so where possible.

3. Engagement of One Call Done

By engaging One Call Done, you are contracting our company to perform Services using our trained and licensed team members — not an individual contractor. While we aim for consistency and will try to assign a regular team member for recurring services, we cannot guarantee the same person will attend every visit. Staff scheduling and assignment remain at our discretion.

4. Site Access

Clients are responsible for providing safe, reasonable access to the property at the agreed time, including any necessary keys, codes, or site inductions.

Where access cannot be provided and we have not been notified in advance, a call-out or cancellation fee may apply (see Section 1).

Please advise us in advance of any known hazards, restricted/secure areas, or site-specific requirements (e.g. PPE, sign-in procedures, security clearances).

Where a client site has a security animal or pet on premises, please notify us in advance — our team may decline entry where they believe there is a safety risk, and a call-out fee may apply.

5. Arrival Time Windows

We provide an arrival window of 15 minutes to account for traffic and other unpredictable factors. If our team is running later than this, we will notify you as soon as possible.

6. Payments

Prices are quoted in Australian Dollars (AUD) and, unless stated otherwise, are exclusive of GST.

Payment terms will be confirmed at the time of quote or invoice.

We reserve the right to suspend or cancel recurring or scheduled services if a client has multiple unpaid invoices, or where it is otherwise deemed necessary. Services will remain suspended until all outstanding invoices are paid in full, including any applicable late fees.

We are not liable for any inconvenience or disruption resulting from suspension or cancellation of services due to overdue payments.

[Client to confirm: standard invoice payment terms, e.g. 7/14 days, and accepted payment methods]

7. Breakages and Loss

Our team takes care while working at your premises. If a breakage or loss occurs during a service, please notify us within 48 hours by email or phone, with a photo and estimate of the damage. We will endeavour to repair or replace the item, or arrange for a suitable contractor to do so.

We are not responsible for damage due to normal wear and tear, deterioration caused by age, or damage caused by improper assembly, construction, or mounting of an item. Please let us know in advance of any items requiring special care.

8. Pest Management — Specific Terms

Pest treatments are carried out using licensed products and methods, in accordance with relevant Australian standards.

Results may vary depending on the extent of infestation, site conditions, and environmental factors. If a treatment does not fully resolve an issue, contact us to discuss a follow-up visit.

Clients are responsible for following any pre- or post-treatment instructions provided by our team (e.g. vacating areas, ventilation, re-entry times).

9. Carpet Cleaning — Specific Terms

We take reasonable care when cleaning carpets, rugs, and upholstery using professional-grade equipment and products.

Some pre-existing staining, wear, or damage may not be fully removable. We will advise where this is the case, before or during the service where possible.

Please notify us in advance of any delicate, antique, or specialty surfaces/fabrics.

10. Biohazards

Human or animal waste, medical sharps, mould-affected areas, blood, and other bodily fluids fall under biological hazards. Our team is instructed to avoid biohazards beyond what is part of the standard agreed service. Where a team member feels unsafe due to a biohazard, we reserve the right to decline or pause the service, and will discuss next steps with you.

11. Weather and Unpredictable Events

We reserve the right to cancel or reschedule a service in the event of severe weather or other unpredictable events beyond our control (e.g. traffic incidents, emergencies). We are not liable for any outcome resulting from such cancellations or delays, though we'll always aim to notify you and reschedule promptly.

12. Public Holidays

Our office is closed on Queensland public holidays. If a scheduled service falls on a public holiday, we will contact you in advance to reschedule.

[Client to confirm: standard office hours and days closed]

13. Satisfaction Guarantee

We stand behind the quality of our work. If you're not satisfied with a service:

Re-service: Let us know within 24 hours of the service date, and we'll arrange a follow-up visit at no additional cost to address specific concerns.

Refund: If, after the re-service, you're still not satisfied, we'll discuss a partial or full refund of the original service cost.

This guarantee does not cover claims made in bad faith, areas requiring attention due to lack of regular maintenance rather than our service, or situations where our team was interfered with or unable to complete the work as agreed.

14. Images and Videos for Quality Control and Promotional Purposes

We may take before/after photos or video of completed work for quality control and, occasionally, promotional purposes (e.g. our website or social media). We will never disclose your business name, address, or other identifying details without your consent. If you'd prefer your site isn't photographed for promotional use, let us know and we'll respect that.

15. Marketing Communications

By submitting a quote request, you may receive marketing communications from us relating to our services. You can opt out of these at any time.

Website Terms & Conditions

16. Reliance on Website Information

Information on this website is provided for general informational purposes only and does not constitute advice or an offer to provide Services. Quotes and bookings are only confirmed once agreed in writing.

17. Intellectual Property

All content on this website — including text, graphics, logos, and photos — is owned by or licensed to One Call Done. You must not reproduce, distribute, or commercialise this content without our written permission.

18. Liability

To the extent permitted by law, our liability for any loss or damage arising from our Services is limited to re-performing the affected service or refunding the amount paid for it.

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under the Australian Consumer Law that cannot lawfully be excluded.

19. Cookies

Our website may use cookies to improve your browsing experience and understand how visitors use our site. You can adjust your browser settings to manage cookie preferences.

20. Variation

We may update these Terms from time to time. Changes take effect once published on our website.

21. Governing Law

These Terms are governed by the laws of Queensland, Australia, and you agree to submit to the jurisdiction of the courts of Queensland.

Contact Us

One Call Done ABN: 59 645 934 121 Phone: 0477 569 926 Email: info@onecalldone.com.au