Terms & Conditions

Nothing in these Terms limits or excludes your rights under the Australian Consumer Law (ACL).

• Carpet, sofa, upholstery, and curtain cleaning

• Pest control treatments

• Possum trapping and lawful release

• Water damage restoration

• Services are provided on a “best effort only” basis with no guarantee of results.

• Customers acknowledge and accept that:

• Drying times depend on ventilation, humidity, weather, and fabric type.

• Freshly is not liable for worsening of existing damage, dissatisfaction with results, or secondary issues such as mould or odour.

• Services cover only the areas/pests specified in the booking.

• No guarantee or warranty of permanent eradication. Results depend on hygiene, property condition, weather, and neighbouring infestations.

• Customers warrant they have read, understood, and will follow Freshly’s Pre-Treatment and After-Care Instructions. Failure to follow may void retreatment offers.

• Customers warrant that, before work begins, they will request and check the attending provider’s photo ID and relevant pest management licence. Freshly can provide details on request.

• Where offered, applies only to original pests/areas and only if instructions were followed.

• Excludes structural repairs, pest-proofing, or building works unless agreed in writing.

• Certain pests (e.g., termites, rodents, bedbugs, German cockroaches) may require specialist or ongoing programs.

• Customers must follow safety advice (vacating, pet safety, ventilation).

• Pest services are intended to be performed by licensed contractors. Freshly does not authorise unlicensed work.

• Freshly’s role is limited to cage setup. Capture is not guaranteed.

• Customers accept full responsibility for monitoring the cage once installed (at least twice daily — morning and night). Trapped animals must not be left unattended for long periods.

• If a possum is caught, it must be released lawfully (generally within 25–50m of the capture site as per state’s policy). Release must occur in a safe location away from pets and traffic.

• Freshly’s contractors may provide release services subject to availability. Where attendance occurs, the Customer agrees that release is carried out only at the Customer’s cost and agreed service charge. This service is not free, not included in cage setup fees, and not to be immediate.

• If Freshly or its contractors are unavailable, the Customer warrants that they will ensure lawful release either by:

• Customers warrant that, before release services begin, they will check the attending provider’s photo ID and any required wildlife licence/authorisation. Freshly can provide booking details upon request.

• Customers must relocate possums 25–50m as per state’s requirement, transport them to another property, release them in parks, or attempt to harm, injure, or keep them. These actions are unlawful under wildlife laws.

• The Customer remains fully responsible for ensuring the timely and lawful release of any trapped possum, regardless of Freshly’s availability.

• Freshly removes water using available extraction machines.

• With consent, Freshly may install air blowers/fans (extra charges apply).

• Service is limited to non-structural drying only. No warranty or guarantee is given for hidden defects, pre-existing damage, or future structural issues.

• Secondary damage (mould, swelling, delamination) may still occur.

• Customers should notify their insurer immediately and arrange structural assessments if needed.

• Customers acknowledge that roof areas, ceilings, and roof cavities may contain pre-existing weaknesses, defects, or age-related wear not visible at the time of service.

• Where a contractor is required to access a roof or ceiling (including for cage placement, cage removal, bait station installation, or dead animal removal), there is a risk of cracking, breakage, or structural damage.

• The Customer acknowledges and accepts that such damage can occur even when reasonable care is taken, and that it is often beyond the contractor’s control due to the condition of the roof or ceiling.

• Freshly and its contractors are not liable for any damage in these circumstances.

• Are the property owner, occupier, or authorised person.

• Provide safe, legal, and unobstructed access.

• Remove valuables and breakables from service areas.

• Disclose relevant site conditions or hazards.

• For regulated services (pest control, possum release): you will check the attending provider’s ID and required licence before work begins.

• Freshly may use independent contractors.

• Freshly invoices the Customer and remains the supplier under the ACL.

• Contractors must hold licences/insurances where required.

• Freshly does not authorise unlicensed/unlawful work.

• Any contractor acting unlawfully does so without Freshly’s authority and may be personally liable.

• Damage from pre-existing weaknesses, hidden defects, or ignored instructions.

• Any unlawful/unauthorised work done without Freshly’s consent.

• Cancellations require 24 hours’ notice.

• Same-day cancellations, no access, or unprepared sites may incur call-out fees.

• Payment is due on completion unless otherwise agreed.

• Recovery costs and interest may apply to overdue amounts.

• Have read and understood these Terms & Conditions.

• Accept the risks and limitations disclosed.

• Consent to Freshly’s collection, use, and disclosure of personal information.

• Authorise Freshly to proceed with the booked services.

• All prices displayed on our website, advertisements, promotional materials or other marketing channels are indicative starting prices only, unless expressly stated otherwise.

• Prices described as “from”, “starting from”, “starting at” or similar are not fixed prices and may not apply to every property or service request.

• The final price will depend on the actual scope of work required and may vary based on factors such as property size, condition, accessibility, level of cleaning required, pest activity, affected areas, treatment method, labour, equipment, products and any additional services required.

• Where an onsite assessment is required, our technician will inspect the property and determine the appropriate cleaning, treatment or service required before confirming the final price.

• If the final price differs from the advertised starting price or initial estimate, the customer will be informed of the revised price before the relevant work begins.

• Any additional work identified during the service that falls outside the originally agreed scope will be explained to the customer, together with any additional charges, before that work proceeds.

• Prices provided by phone, online enquiry, email, SMS or advertising should be treated as estimates only, unless expressly confirmed as a fixed written quote.

• Advertised starting prices must relate to a genuine service that is available under the applicable conditions. Promotional prices or discounts may be subject to service area, eligibility, booking period, minimum service requirements and other stated conditions.

• Any mandatory charges that can reasonably be determined in advance will be disclosed as required. Consumer-facing prices should include GST where applicable. Australian pricing rules generally require measurable mandatory charges to be reflected in the total displayed price.

• Nothing in these Terms & Conditions excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law.