Terms of Service

1. WHO WE ARE & WHERE WE WORK

Hotwash Mackay Pty Ltd (ABN 34 689 002 588) provides softwash / pressure cleaning in Mackay and surrounding areas.

2. QUOTES & DEPOSITS

Quote valid 30 days.
No deposit required unless otherwise agreed in writing.
Quote includes external cleaning only – internal window glass may affect final result - note items 5 & 6.

3. PAYMENT

Due within 7 days of invoice unless otherwise agreed in writing.
Payment terms: 7 days.
EFT or cash only.
Late after 7 days: – $25 admin fee + 2 % per month on overdue amount (calculated daily).

4. CANCELLATION POLICY

Cancellations must be in writing (email or SMS) and received by us before the following deadlines:

Notice Received | Cancellation Fee

48 hours or more = $0
24–48 hours before job = 10 % of total quote
Less than 24 hours = 15 % of total quote.

Deadlines calculated from scheduled start time.

Email: hotwash@pm.me
SMS: 0401 509 274
Verbal cancellations (phone call) are NOT accepted.
Fee invoiced immediately. Payable within 7 days.

GOODWILL CLAUSES

One free reschedule allowed (must give 24+ hrs notice).
Weather delays (rain, storm, unsafe conditions): No cancellation fee – job rescheduled at no cost.

5. ACCESS & CUSTOMER RESPONSIBILITIES

You must:

Relocate outdoor furnishings away from work areas.
Ensure all windows & doors are closed.
Provide clear, safe access (unlock gates, secure pets).
Pre-wet gardens or allow us to.
Remove fly screens (we do NOT remove them).
Inform us of fragile paint, bat stains, red dirt, rust, delamination, or grease. We may pretreat to reduce effects – no guarantee of full removal.

6. WHAT WE CAN’T GUARANTEE REMOVAL OF

Bat droppings, red dust, rust stains, oxidation
Grease stains (sink deep into substrate)
Paint flaking, bubbling, or poor adhesion
Internal window dirt (external glass only)

We may pretreat to reduce effects. All care taken – no liability if marks remain.

7. OUR GUARANTEES

7.1 100% Happy Guarantee: 30 days

If you are not satisfied with the standard of the clean, tell us within 30 days of the job and we will re-attend and rectify the affected areas at no extra cost.

7.2 365-Day Workmanship Guarantee: biological regrowth

Separately, we guarantee our treatment against biological regrowth for 365 days. If significant moss, algae, mold or lichen returns to a surface we treated within 12 months of the clean, under normal conditions, we will return and retreat the affected areas at no charge.

7.3 What the 365-day guarantee does not cover

Surfaces we did not treat or areas excluded from your quote.
Surface deterioration, oxidation, paint failure, rust or damage present before we attended, including the items listed in Section 6.
Soiling or damage caused by a third party, storm, flood or any other event outside our control.
Regrowth caused by a change in conditions after the clean. Examples include new or overhanging vegetation, a blocked, leaking or overflowing gutter, a broken downpipe, plus irrigation or air-conditioning discharge keeping a surface wet.
Areas where we recommended a treatment, a repair or a follow-up interval and that recommendation was declined.

7.4 How to make a claim

Contact us on (07) 4893 3000, text 0401 509 274 or email admin@hotwashmackay.com.au. Tell us the job address, when we attended and which areas are affected. A photo helps. We will arrange an inspection at a time that suits you. We bear all costs of assessing and rectifying a valid claim under these guarantees, including travel, labour and materials. You pay nothing.

7.5 Your rights under the Australian Consumer Law

The guarantees in this section are given voluntarily by us. They are in addition to any rights or remedies you have under the Australian Consumer Law and do not limit, restrict or replace them.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

These guarantees are given by Hotwash Mackay Pty Ltd, 43 Milton Street, Mackay QLD 4740. Phone (07) 4893 3000.

Email admin@hotwashmackay.com.au.

8. LIABILITY

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded.

To the extent the law permits, other than for liability that cannot be excluded:

- Our total liability to you is limited to the total job price you have paid.
- We are not liable for pre-existing damage, consequential loss or loss caused by acts of God or the actions of third parties

We hold public liability insurance of $20 million.

9. PHOTOS & MARKETING

We may use before/after photos for website, Google, socials. Opt out anytime – tell us before we start.

10. CHEMICAL RUNOFF & ENVIRONMENT

We neutralise all chemicals and prevent runoff to stormwater.

11. ACCEPTANCE

Booking, signing a quote or paying any amount = you accept these Terms.

12. GOVERNING LAW

These Terms are governed by the laws of Queensland, Australia. Any dispute must be resolved exclusively in the Mackay Magistrates Court (or higher Queensland court if required by law).