Service Lead Pro – Terms and Conditions

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1. Acceptance of Terms

1.1 Agreement

By accessing or using the Service Lead Pro Platform (“Platform”), you agree to be bound by these Terms and Conditions (“Terms”). If you are acting on behalf of a business, you confirm you have the authority to bind that business and accept personal responsibility for compliance with these Terms.

1.2 Consent and Continued Use

Use of the Platform constitutes your acceptance of these Terms. Professionals must agree to these Terms upon logging into the Platform. Continued use after any updates to the Terms will constitute your acceptance of the revised Terms.

You may access the Platform through various third-party websites not owned or controlled by Service Lead Pro. By proceeding through any of these affiliated websites or platforms, you may be required to check an “I Agree” box, and you are still deemed to have agreed to these Terms.

Our Terms and Conditions are also shared with customers via payment links and other communication methods. By making payment through any channel linked to Service Lead Pro, you acknowledge and accept that you are bound by these Terms, even if your booking originated from a third-party site or affiliate partner.

2. Role of the Platform

2.1 Marketplace Function

Service Lead Pro is a digital marketplace connecting customers with independent cleaning professionals (“Professionals”). We do not:

• Employ or supervise Professionals;
• Guarantee outcomes or satisfaction;
• Accept liability for services, disputes, or damages.

Professionals are independent contractors—not agents or employees of Service Lead Pro.

2.2 No Warranty

The Platform is provided “as-is” without express or implied warranties.

2.3 Consumer Law Compliance

Nothing in these Terms limits your rights under the Australian Consumer Law (ACL), which may

• Refunds for major failures
• Repeat services or rectification for minor failures
• Reimbursement of reasonable costs

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3. User Conduct & Responsibilities

3.1 User Duties

All users must:

• Provide truthful, updated information
• Cooperate during service and booking
• Treat all parties respectfully

3.2 Prohibited Conduct & Penalties

Violation	Penalty
Off-platform payment attempts	$100 + actual damages per breach
False reviews or impersonation	$50 per breach
Harassment or threats	Immediate account suspension
Sharing private contact info	$50 per breach
Circumventing service fees	Up to 100% of avoided fee
Repeated violations	Permanent blacklisting

Penalties are reasonable estimates of losses and not punitive fines.

3.3 Review Moderation

Reviews must be based on genuine experience. We may remove defamatory, false, or offensive content.

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4. Bookings, Payments & Payment Handling

4.1 Deposit & Booking Confirmation

A $50 non-refundable deposit is required to secure a booking. It is credited toward the final service fee.

4.2 Payment Holding Process

Customer payments are securely processed and held in a segregated company account for the purpose of protecting customer and professional interests, though this is not a licensed trust or escrow account.

Funds are released:

• Within 7 business days after service completion
• Or after a re-clean (if required) is completed, typically on the following Friday

4.3 Payment Rules for Professionals

• No direct payments allowed
• Cash must be deposited within 24 hours
• Violations may result in suspension or termination

4.4 No Guaranteed Outcome

Fees compensate time, effort, and labour—not perfect outcomes. Refunds are subject to clear breaches.

4.5 Withholding Rights

We may withhold payments to address customer complaints, penalties, or Terms violations.
4.6 Partner Commission, Invoicing & GST

• Pofessionals (“Partners”) receive job offers that display the total payout they will receive, typically between 50% to 70% of the total amount paid by the client.


• Service Lead Pro collects full payment from the client on behalf of the Partner and holds it in a segregated company account until the job is marked as complete.


• Once the job is completed, the Platform automatically generates a paid invoice in the Partner’s name and under their ABN, and sends it to the client. This invoice reflects the full amount paid by the client.



• If the Partner is registered for GST, the job offer includes GST, and the Partner is solely responsible for managing and remitting their GST obligations to the ATO.


• Service Lead Pro does not collect or remit GST on the Partner’s behalf and is not responsible for the Partner’s tax compliance.


• Client Notice: If you require a GST invoice, please ensure that your assigned Partner is GST-registered. Invoices from non-GST-registered Partners will not include GST.


• At payout, Partners receive a remittance summary detailing:
  
  
  • The total amount invoiced to the client
  
  
  • The Service Lead Pro commission withheld
  
  
  • The final amount paid to the Partner
  
  
  • The payment date
  
  

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5. Operational Standards

5.1 Customer Obligations
Customers must:

• Provide vacant possession of the property
• Ensure safe, accessible, clean environments
• Supply electricity, hot water, and parking access

5.2 Equipment Standards for Professionals

Professionals must:

• Use commercial-grade equipment
• Use eco-safe or approved products
• Maintain hygiene and safety

5.3 Insurance Requirements

• Minimum $5 million public liability insurance from an Australian-licensed provider
• A certificate of currency must be submitted
• Lapsed insurance may result in suspension

5.4 Professional Code of Conduct

Professionals must not:

• Use offensive language
• Arrive intoxicated
• Smoke on the property
• Leave personal belongings behind

 

5.5 Scope of Work Clarity

Unless specifically agreed to in writing before the booking, the following services are excluded from the standard cleaning scope:

• Ceiling cleaning
• Exterior window cleaning (especially above ground level)
• Wall washing (beyond spot cleaning)
• Rubbish removal or disposal
• Pest control
• Post-renovation or builder cleans
• Blinds and curtain cleaning (steam or dry)
• Balcony or patio cleaning
• Deep mould removal (e.g., in ceilings, bathrooms)
• Garage cleaning or oil stain removal
• Cleaning of attics, crawl spaces, or basements
• Vent, fan, or exhaust duct cleaning
• Chimney or fireplace cleaning
• Appliance disassembly or internal parts cleaning (e.g., washing machine filters, oven fans)
• Furniture upholstery cleaning
• Grout restoration or re-grouting
• High-pressure cleaning (unless booked separately)
• Removal of paint, glue, silicone, or construction residue
• Cleaning of biohazardous materials (e.g., blood, vomit, faeces)
• Garden maintenance, weeding, or lawn mowing
• Pool or spa cleaning
• Pet waste removal
• Removal of strong odours, cigarette smoke, or heavy nicotine stains
• Thick oil or grease buildup above kitchen cabinets or on exhaust hoods (unless booked as an extra

5.6 Professional Performance Penalties

Violation	Penalty
No-show without notice	$100 deduction per occurrence
Late arrival (over 1 hour)	$50 deduction per occurrence
Failure to complete re-clean in 48h	$100 deduction + partial refund to client

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6. Service Adjustments & Cancellations

6.1 Re-quotes

• Must include timestamped photos
• Customer has 30 minutes to respond

6.2 Customer Cancellations

• Before 5 business days: No charge beyond deposit
• Within 5 business days: Full fee is charged
• Denied access or misrepresentation: $250 call-out fee

Failure to respond to re-quotes within 30 minutes results in full charges.

6.3 Platform Cancellations

Service Lead Pro may cancel bookings due to:

• Unsafe conditions
• Professional unavailability
• Breaches of these Terms
• Incomplete or false booking information

In such cases, we may:

• Issue a full refund, or
• Assign another Professional (based on availability and agreement)

 

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7. Re-clean Policy

Service Lead Pro is committed to customer satisfaction and offers a 7-Day Re-clean Policy as a goodwill remedy (see Clause 4.4). One (1) free re-clean may be provided for eligible service issues, subject to the following conditions.

7.1 Eligibility Criteria

To qualify for a re-clean, all the following conditions must be met:

• The re-clean request must be submitted within seven (7) calendar days of the original service completion date.


• The request must include an official exit report from the property manager and/or clear photographic or video evidence highlighting the specific areas of concern.


• The property must remain unoccupied and unused between the time of the original service and the time of the re-clean (no entry, no personal items moved, no third-party cleaning).


• If the property has been accessed or partially used, a written exemption must be granted by Service Lead Pro prior to considering eligibility.


• Exception: The “unused” condition may be waived only if the original Professional agrees in writing to perform a re-clean despite occupancy.

7.2 Execution

• One (1) re-clean, preferably by the same Professional
• Scheduled within 48 hours or next available time

7.3 Exclusions

• Property used or accessed
• Third-party cleaning
• Re-soiling, normal wear
• Delayed or vague complaints

Key Pickup for Re-clean
Keys may be collected within 5 km of the service property for re-cleans only.

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8. Chargebacks & Payment Disputes

8.1 Contact Before Chargeback

All users (Clients and Partners) must contact Service Lead Pro first at info@serviceleadpro.com.au to raise any concerns about payments, services, or billing issues before initiating a chargeback or bank dispute. We aim to resolve all concerns quickly and fairly.

8.2 What is a Chargeback?

A chargeback is a transaction reversal initiated by a customer through their bank or card issuer, claiming the charge was unauthorised or disputing the service provided.

8.3 Our Right to Dispute Chargebacks

If a chargeback is initiated without contacting us first or is found to be fraudulent or unjustified, Service Lead Pro reserves the right to:

• Dispute the chargeback with evidence of services rendered, agreements, communications, job completion reports, and GPS/job tracking logs;

• Submit all relevant documents and signed agreements (including these Terms and Conditions) to the bank or card issuer as part of the dispute process.

8.4 Penalties for Unjustified Chargebacks

Where a chargeback is found to be unjustified or fraudulent:

• A $250 administrative fee will be charged to cover investigation, documentation, and processing time;

• The customer will be blacklisted from the platform and barred from future use;

• Any amounts lost as a result of the chargeback will be treated as a debt owed to Service Lead Pro.

8.5 Recovery of Funds

If the chargeback results in a financial loss to Service Lead Pro or to any of our Partners:

• We may issue a formal debt recovery notice;

• We may refer the matter to a licensed debt collection agency, which may result in additional fees or interest applied to the total outstanding amount;

• We reserve the right to initiate legal proceedings to recover losses, which may include:

• Debt collection costs;

• Legal costs;

• Interest on the outstanding balance (at the maximum rate permitted by law).

8.6 Partner Liability

If a Partner is found to have contributed to a chargeback through a breach of service standards (e.g., no-show, incomplete job, misconduct), Service Lead Pro reserves the right to:

• Withhold part or full payment to the Partner for that job;

• Deduct the chargeback loss from future payments to the Partner;

• Apply relevant penalties under Clause 5.6 (Professional Performance Penalties).

8.7 Bank Cooperation & Compliance

Service Lead Pro cooperates with Australian banks, credit institutions, and payment gateways in full compliance with the ePayments Code and Australian Consumer Law. We take reasonable steps to protect both Clients and Professionals from payment fraud, while maintaining fairness and accountability.

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9. Photo, Video & Tracking

9.1 Monitoring Consent

Photos/videos may be captured before and after the job for quality and dispute management.

9.2 Location Tracking

Professionals agree to:

• GPS location tracking during service hours
• IP/device monitoring at login

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10. Termination Rights

10.1 By Platform

Accounts may be suspended or terminated with 7 days’ notice for non-fraud issues or immediately for serious breaches.

10.2 By Professionals

Professionals may cancel services without penalty for:

• Unsafe or abusive environments
• Access denial or non-payment

10.3 Appeal Rights

All terminations may be appealed within 14 days of notification.

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11. Dispute Resolution

11.1 Initial Contact

All complaints or disputes must first be submitted in writing to: info@serviceleadpro.com.au. We aim to resolve all issues fairly and promptly.

11.2 Mediation and Arbitration

If a resolution is not reached, the matter will proceed as follows:

• First, through mediation facilitated by the Queensland Law Society or another agreed body;


• If unresolved, then through binding arbitration held in Brisbane, Queensland.

11.3 Court Proceedings

Court proceedings may only be initiated after arbitration. A $1,000 AUD security bond must be posted by the applicant, which will be refunded if the claim is successful.

11.4 Group or Coordinated Claims
Group or coordinated claims (including class actions or mass arbitration filings) will incur a $500 administrative fee per participant, unless:
The individual claim is under $250 AUD, or
The claimant demonstrates financial hardship and receives a fee waiver.

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12. Indemnification

12.1 General Obligation

All Professionals, Partners, and businesses using the Service Lead Pro Platform (“you”) agree to indemnify, defend, and hold harmless Service Lead Pro, its directors, officers, employees, affiliates, and contractors (“we”, “us”, “our”) from and against any and all losses, damages, claims, liabilities, costs, expenses, or demands (including reasonable legal and professional fees) arising directly or indirectly from your actions or omissions while using the Platform.

12.2 Scope of Indemnification

This indemnity applies, without limitation, to any claim or loss arising from:

• Breach of these Terms and Conditions or any agreement entered into through the Platform;


• Negligence, misconduct, or failure to exercise reasonable care in performing services;


• Misrepresentation, false information, or fraudulent conduct toward clients, the Platform, or third parties;


• Damage to any property, person, or environment while performing services;


• Loss or misuse of confidential or personal information belonging to clients or the Platform;


• Any tax, GST, superannuation, insurance, or employment-related claims made by or against the Partner or their staff;


• Violation of any applicable Australian law, regulation, or local government requirement;


• Intellectual property infringement, defamation, or data misuse caused by content, materials, or communication from the Partner.

12.3 Defence and Cooperation

If a claim is made against Service Lead Pro that falls under this indemnity:

• You agree to promptly notify us in writing of any such claim or potential claim;


• You must cooperate fully with our legal team, insurance providers, or other representatives in investigating, defending, or settling the matter;


• Service Lead Pro retains the right to control the defence or settlement of any claim at its discretion. However, you remain liable for all costs, damages, and losses arising from your conduct.

12.4 Continuing Obligation

This indemnification obligation:

• Survives termination or suspension of your account;
• Applies even after you stop using the Platform or completing services;
• Covers any claims arising from acts or omissions that occurred during your use of the Platform.

12.5 No Limitation of Legal Rights

This indemnity is in addition to, and does not limit, any other rights or remedies available to Service Lead Pro under law, equity, or contract.

Where the Australian Consumer Law applies, this indemnity operates only to the extent permitted by law and does not exclude, restrict, or modify any consumer guarantees or statutory rights.

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13. Intellectual Property

All branding, content, and systems are owned by Service Lead Pro.

Users grant a license to use uploaded content for business purposes.

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14. Privacy and Data Protection

 

14.1 Compliance with Privacy Laws

Service Lead Pro is committed to protecting your personal information and complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) when collecting, storing, using, or disclosing personal data.

 

14.2 Collection of Personal Information

By using the Platform, you consent to Service Lead Pro collecting information that may include (but is not limited to):

 

• Your name, contact number, and email address;
• Residential or business addresses;
• Payment details and transaction history;
• Tax and ABN information (for Partners);
• Insurance details and certifications;
• Communication logs, service history, and performance data;
• IP address, location data, and device identifiers (for security and service quality);
• Any other information voluntarily provided through forms, support, or profile updates.

 

14.3 Use of Information

We collect and use personal data for the following purposes:

 

• To facilitate bookings and communicate with clients and professionals;
• To verify user identity and prevent fraud;
• To process payments and manage accounts;
• To issue invoices, confirmations, and service notifications;
• To support dispute resolution, feedback, and customer service;
• To comply with legal and tax obligations;
• To improve our platform functionality, marketing, and analytics.

 

14.4 Disclosure of Information

We may share personal information:

 

• With third-party service providers (e.g., payment processors, software tools) strictly as needed to deliver platform services;


• With regulatory or legal authorities if required by law or to respond to legal proceedings;


• With your consent, to other users of the platform (e.g., a Partner’s profile shared with the client upon job assignment);


• In the case of business transfers (e.g., if the company is sold or restructured).

 

We do not sell your personal data to advertisers or unrelated third parties.

 

14.5 Data Storage and Security

 

• All data is stored securely using industry-standard encryption and access controls.


• Reasonable steps are taken to protect your information from misuse, interference, loss, or unauthorised access.


• If a data breach occurs involving personal information that is likely to cause serious harm, we will notify affected users and the Office of the Australian Information Commissioner (OAIC) as required under the Notifiable Data Breaches (NDB) scheme.

 

14.6 User Rights

You have the right to:

• Access and review the personal information we hold about you;
• Request corrections to ensure accuracy and completeness;
• Withdraw consent for certain uses of your data (where lawful);
• Request deletion of your personal information (subject to legal record-keeping obligations).

To exercise these rights, contact us at: info@serviceleadpro.com.au

14.7 Cookies and Tracking Technologies

We may use cookies and similar technologies to:

• Authenticate users and remember preferences;
• Analyse platform traffic and performance;
• Deliver targeted marketing (only where permitted by law or consented to).

Users can control cookie preferences via browser settings but disabling cookies may affect platform functionality.

14.8 Third-Party Links

Our Platform may include links to external websites or services not owned or controlled by Service Lead Pro. We are not responsible for the privacy practices or content of these third parties. Users are encouraged to review the privacy policies of any external websites they visit.

14.9 Updates to Our Privacy Practices

We reserve the right to update our Privacy Policy from time to time. If changes materially affect your rights or the way we process personal data, we will notify users via email or Platform notification. Continued use of the Platform after such updates constitutes acceptance of the revised Privacy Policy.

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15. Updates to Terms

We may modify these Terms with 7 days’ notice posted on the Platform.

Continued use after that time implies acceptance.

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16. Force Majeure

No party is liable for delays caused by:

• Natural disasters
• Government actions
• Pandemics
• War or other uncontrollable events

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17. Limitation of Liability

17.1 General Limitation

To the maximum extent permitted by law, Service Lead Pro (including its directors, officers, employees, contractors, and affiliates) will not be liable for any direct, indirect, incidental, special, punitive, exemplary, or consequential damages, loss of profits, loss of opportunity, or any other damages or losses arising out of or in connection with your use of the Platform, services booked through the Platform, or your inability to use the Platform.

17.2 Cap on Liability

Where liability cannot be excluded under Australian Consumer Law or any other applicable law, our total liability to you (whether in contract, tort including negligence, statute or otherwise) for any loss, damage or claim arising out of or in connection with:

• The services provided by a Professional;
• The use or inability to use the Platform;
• Any failure or delay in processing payments;
• Any inaccurate or misleading information on the Platform;

will be limited to the total amount paid by the customer for the specific job or booking in question, or $500 AUD—whichever is lower—unless otherwise required by law.

17.3 No Liability for Partner Actions

Service Lead Pro is a marketplace platform and does not directly provide cleaning services. As such, we are not responsible for:

• The conduct, actions, or omissions of Professionals;
• Damage to property, personal injury, or unsatisfactory service outcomes;
• Insurance claims or liabilities arising from the Partner’s actions.

All liability for service quality, damages, insurance coverage, and GST compliance remains with the Partner who accepted and performed the job.

17.4 No Guarantee of Continuous Access

We do not guarantee that the Platform will be free from interruptions, delays, errors, or defects. We do not guarantee that all features will function perfectly across all devices or browsers.

17.5 Consumer Guarantees

Nothing in these Terms is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law, including your rights to:

• Remedies for major or minor failures in services;
• Refunds or repeat services where applicable.

Where permitted, we limit our liability for a breach of a non-excludable consumer guarantee to either:

• Supplying the services again; or
• Paying the cost of having the services supplied again.

17.6 Indirect Damages Excluded

To the fullest extent permitted by law, we are not liable for:

• Loss of income, revenue, or business;
• Business interruption;
• Loss of anticipated savings;
• Loss or corruption of data;
• Damage to reputation;
• Legal or professional fees incurred due to third-party disputes.

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18. Disclaimer

We do not guarantee uninterrupted service or satisfaction of expectations.

All Platform use is at your own risk.

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19. Definitions

• Platform: Service Lead Pro’s booking system
• Professional: Independent contractor using the Platform
• Client/Customer: A user booking services via the Platform
• Booking: A confirmed job arranged via the Platform

• Service Fee: Total payable for the booked job

• Major Failure: A failure meeting ACL criteria causing significant loss or safety concerns

• Professional Equipment Standards: Commercial-grade, well-maintained tools

• Unsafe Working Conditions: Situations with health, access, or security risks

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20. Contact Details

Cost Comparison Pty Ltd

ABN: 60 655 338 284

Email: info@serviceleadpro.com.au

Address: 1/16 McDougall St, Milton QLD 4064