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Terms and Conditions
Service Lead Pro – Terms and Conditions
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 include:
- Refunds for major failures
- Repeat services or rectification for minor failures
- Reimbursement of reasonable costs
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 | $1,000 + actual damages per breach |
| False reviews or impersonation | $1,000 per breach |
| Harassment or threats | Immediate account suspension |
| Sharing private contact info | $1,500 per breach |
| Circumventing service fees | Up to 200% 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.
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.
5. Operational Standards
5.1 Customer Obligations
- Provide vacant possession of the property
- Ensure safe, accessible, clean environments
- Supply electricity, water, and parking access
5.2 Equipment Standards for Professionals
- 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 agreed in writing, services exclude
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 |
6. Service Adjustments & Cancellations
6.1 Re-quotes
- Timestamped photos must justify price changes
- Clients must accept within 1 hour or risk cancellation
6.2 Customer Cancellations
- Within 48 hours: Need to pay $100 cancellation fee
- Denied access/misrepresentation: No refund + $250 call-out fee
6.3 Platform Cancellations
Service Lead Pro may cancel bookings. Refunds are discretionary.
7. Re-clean Policy
7.1 Eligibility
- Must be requested within 7 days
- Provide photo/video proof
- Property must be “unused” (no entry, no items moved)
- Exception: waived if the Professional agrees in writing
7.2 Execution
- One free re-clean offered (same cleaner where possible)
- Must be completed within 48 hours
7.3 Exclusions
- Used or accessed property
- Third-party cleaning
- Re-soiling, normal wear
- Delayed or vague complaints
Keys may be collected within 5 km for re-cleans only.
8. Chargebacks & Fraudulent Disputes
8.1 Contact First
All issues must be reported before initiating chargebacks.
8.2 Penalties
| Type | Fee/Penalty |
|---|---|
| Unjustified chargeback | $250 + legal/processing fees |
| Multiple chargebacks | Account blacklisting |
9. Photo, Video & Tracking
9.1 Monitoring Consent
Photos/videos may be captured before/after jobs for quality/dispute resolution.
9.2 Location Tracking
Professionals agree to GPS and device tracking during service.
10. Termination Rights
10.1 By Platform
Accounts may be suspended/terminated with 7 days’ notice, or immediately for serious breaches.
10.2 By Professionals
Professionals may cancel for unsafe conditions or non-payment.
10.3 Appeal Rights
Terminations may be appealed within 14 days.
11. Dispute Resolution
11.1 Resolution Process
- Email complaint to info@serviceleadpro.com.au
- QLD Law Society mediation
- Binding arbitration in Brisbane
- Court requires (requires $1,000 bond)
11.2 Mass Arbitration
$500 admin fee per coordinated claim Waived if under $1,000 or user proves hardship Virtual hearings by default
11.3 Complaint Timeframes
- 7 days for service issues (with evidence)
- 14 days for payment disputes
- 48 hours for professionals to respond
- Mediation in 21 days; arbitration in 30 days
11.4 Class Action Waiver
All claims must be made individually unless prohibited by law.
12. Indemnification
Professionals and businesses indemnify Service Lead Pro for damages, breaches, or misrepresentations arising from their actions.
13. Intellectual Property
All content is owned by Service Lead Pro. Users grant a license to use uploaded content for business purposes.
14. Privacy and Data Protection
Data is processed in accordance with our Privacy Policy. Platform use implies consent.
15. Updates to Terms
Terms may be updated with 7 days’ notice. Continued use implies acceptance.
16. Force Majeure
No party is liable for delays due to natural disasters, pandemics, war, or government actions.
17. Limitation of Liability
Liability is limited to the amount paid for the disputed service unless otherwise required by law.
18. Disclaimer
We do not guarantee uninterrupted service or results. Use the Platform at your own risk.
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: As defined by ACL criteria causing significant loss or safety concerns
- Professional Equipment Standards: Commercial-grade tools, well-maintained tools
- Unsafe Working Conditions: Health/access/security risks
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
Last Updated: 23 June 2025