Terms of service

1. About these terms

These terms apply to all services provided by Urban Works Property Services (ABN [YOUR ABN]) ("Urban Works", "we", "us", "our") and to your use of our website.

By requesting a quote, booking a job or using our website, you agree to these terms. Please read them before booking.

In these terms, "you" means the person or business booking our services. If you're booking on behalf of someone else — as a property manager, agent or family member — you confirm you're authorised to do so and to accept these terms on their behalf.

2. What we do

Urban Works coordinates cleaning, property maintenance and handyman services across metropolitan Melbourne.

We are your contracting party. When you book a job with us, your agreement is with Urban Works. We then engage vetted, insured independent professionals from our network to carry out the work. You deal with us, not with them — including if something goes wrong.

We're responsible for the work carried out under your booking. You don't need to chase the individual who attended.

3. Service area

We currently service metropolitan Melbourne and surrounding suburbs. If your property is outside our service area, we'll tell you when you enquire. We may decline a job that falls outside our coverage.

4. Quotes

• Quotes are based on the information you give us — property type, size, condition, access and the scope of work requested.
• Quotes are fixed for the scope described in them. We don't charge by the hour and let the price drift.
• Quotes are valid for [30] days unless we say otherwise.
• A quote is not a booking. Work is only scheduled once you've accepted the quote and we've confirmed a date with you.
• If the information you give us turns out to be materially different from the actual property or job — significantly larger, in much worse condition, or requiring different work — we'll stop and contact you before continuing. We won't do additional work or charge more without your agreement.

5. Bookings and scheduling

• We'll confirm your booking date and an arrival window in writing.
• Arrival times are estimates. Traffic, weather and overruns on earlier jobs can affect them. We'll let you know as soon as we can if we're running late.
• We may need to reschedule for reasons outside our control — illness, severe weather, unsafe conditions or a provider becoming unavailable. If we do, we'll offer you the earliest available alternative at no extra cost.

6. Access

• You're responsible for making sure we can access the property at the agreed time. This includes keys, codes, lockboxes, building access, parking and any arrangements with tenants, agents or building management.
• If you give us access details — keys, alarm codes, entry instructions — we'll use them only for the booked job and delete them once it's complete, unless you've asked us to keep them for ongoing work.
• If we can't get access at the agreed time and can't reach you within [30] minutes, we may treat it as a cancellation and charge a no-access fee of [$XX] or [50]% of the quoted price, whichever is lower.

7. Your responsibilities

Before we attend, please:

• secure or remove valuables, cash, jewellery and irreplaceable items;
• secure pets, or tell us in advance that pets will be present;
• tell us about anything that could affect safety — damaged flooring, faulty wiring, pest infestations, known asbestos, mould, biohazards, structural issues;
• make sure water and electricity are connected and working;
• clear access to the areas we're working on, unless clearing them is part of the job.

We may pause or stop work if the property is unsafe. If we do, we'll explain why and discuss options with you.

8. What we don't do

We won't carry out work that:

• requires a licence or certification our provider doesn't hold;
• involves asbestos removal, mould remediation, biohazard or trauma cleaning, or pest extermination;
• requires working at unsafe heights or in unsafe conditions;
• involves structural, electrical or plumbing work beyond the scope of a general handyman;
• we reasonably believe is unsafe, unlawful, or beyond our capability.

If a job turns out to need any of the above, we'll tell you and, where we can, point you to someone qualified. We'd rather refer you on than learn on your property.

9. Pricing and payment

• Prices quoted are in Australian dollars and [include / exclude] GST — check your quote.
• Unless we agree otherwise, we invoice after the work is completed and you've had a chance to confirm you're happy with it.
• Payment is due within [7] days of the invoice date.
• Larger jobs may require a deposit. If so, we'll tell you in the quote — never afterwards.
• Overdue invoices may attract interest at [2]% per month and recovery costs. We'll contact you before that applies.
• We don't take payments through our website.

10. Changes to the job

If you want to change the scope after booking, tell us as early as you can. We'll confirm any change to the price in writing before we proceed. Additional work is never charged without your prior agreement.

11. Cancellations and rescheduling

By you

• More than [24] hours before the booking: free, no charge.
• Less than [24] hours before, or on the day: we may charge up to [50]% of the quoted price if a provider has already committed the time or turned down other work.
• We'll always tell you if a cancellation fee will apply before it's charged.

By us

If we cancel and can't offer an acceptable alternative time, you pay nothing and we'll refund any deposit in full.

Ongoing services

Either of us can end a regular or recurring service by giving [7] days' written notice. Any work already completed remains payable.

12. Our service standards

We coordinate work carried out to the scope you approved, by vetted professionals who hold current insurance and any licences their work requires.

If something isn't right, tell us — not the provider. Contact us within [3] business days of the job and we'll arrange for it to be put right at no additional cost, provided:

• the issue falls within the scope you approved;
• the property hasn't been altered or used in a way that affects our ability to assess it;
• you give us reasonable access to inspect and rectify.

This is in addition to your rights under the Australian Consumer Law.

13. Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a remedy for a major failure and to compensation for any other reasonably foreseeable loss or damage.

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

14. Damage and claims

If our work damages your property, tell us as soon as you notice — ideally within [3] business days, while the cause can still be established.

We'll investigate, and where the damage was caused by us or a provider we engaged, we'll arrange repair, replacement or compensation through our provider's insurance or our own.

We're not responsible for:

• pre-existing damage, wear, or items already in poor or fragile condition;
• damage arising from defects you knew about and didn't disclose;
• loss of items you were asked to secure and didn't;
• consequential loss such as lost rent, lost income or missed deadlines, except where the Australian Consumer Law says otherwise.

15. Limitation of liability

To the maximum extent permitted by law, and subject to clause 13, our total liability for any claim connected with a job is limited to re-performing the service or refunding the amount you paid for it, at our option.

We aren't liable for delays or failures caused by events beyond our reasonable control — including severe weather, natural disasters, utility failure, industrial action, pandemic restrictions or government directions.

16. Engaging our providers directly

We invest in finding, vetting, insuring and coordinating our network of professionals.

You agree that for [6] months after a provider attends your property through us, you won't engage that provider directly for the same or similar work outside Urban Works, without our written agreement.

This doesn't prevent you from using any tradesperson or cleaner you already had a relationship with before we introduced them.

17. Photos

We may take photos of the work for quality control, job records and insurance purposes.

We won't publish any photo of your property in our marketing, on our website or on social media without asking you first and getting your agreement. If you've agreed and later change your mind, tell us and we'll remove it.

18. Privacy

We handle your personal information in accordance with our Privacy Policy, which forms part of these terms. It explains what we collect, why, and who we share it with — including the professionals who attend your property.

19. Website

Our website and its content — text, images, design and code — belong to Urban Works or our licensors. You may use the site for your own purposes as a customer, but not copy, reproduce or republish its content commercially without our permission.

We aim to keep the site accurate and available, but we don't guarantee it will be uninterrupted or error-free. Information on the site is general in nature; your quote is what governs your job.

20. Complaints

If you're unhappy with anything, contact us using the details below. We'll acknowledge your complaint within [5] business days and work with you to resolve it.

If we can't resolve it between us, you can contact Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au.

21. Changes to these terms

We may update these terms from time to time. The version published on our website when you book is the version that applies to your booking.

22. Governing law

These terms are governed by the laws of Victoria, Australia. Any dispute will be dealt with in the courts of Victoria.

23. Contact

Urban Works Property Services
ABN: 99126271407

Email: manavpatel@urbanworkservices.com
Phone: 0452 442 757